Fitness SuperstoreReviews 62

I purchased a treadmill about 2 months ago. It was organised to be delivered on the 3rd August 2020. I was advised I will get a txt message to confirm the day before in the evening I didn't receive one.
On the 3rd August I got the message saying it will be delivered on the 4th (a day I was working so my wife had to deal with the delivery).
On delivery I left it a few days to set the treadmill up as my friend was going to help me. Once set up I began using it and it was jerking a little bit but I thought as it was new maybe that was just the treadmill I had gone with however recently after about 7-8 minutes while running on the treadmill it just started to stop. I then called fitness superstore and sent a few email back and fourth being advised it needed a calibration. To my surprise I found that very strange seeing as though it was a brand new treadmill but I still followed instructions and did the calibration. After doing the calibration I used it again and instead of stopping at around 7-8 minutes it now stops at around 10 mins and also started smelling of burning. I have not used it since and am still waiting for someone to call me back. It has been about 1 week that I havnt been able to use my treadmill. It cost £1,400 I find this Service disgusting l. I have been calling everyday and have been dealing with different people. Stephen at the Frimley branch and Ryan at the Colindale branch. All they can keep telling me is that they need to speak to services and they will get in touch with me.
I have had cheaper treadmills in the past and have never had these problems. I am really fed up and either want a full refund or even a different treadmill but am still waiting for someone to call me back.

Bike was great until I realised that the console wasn't working in line with the instructions manual. After several months of sending them details of the issues and getting replies asking further questions that showed they hadn't read and understood what I was saying they finally agreed to send me a replacement console. I was told 6th July that it had been sent via UPS and now as of 31st July I still haven't received it.
Totally disillusioned by their appalling after sales service.

I ordered a £900 fitness bike at the beginning of Mar. Delivered 2 weeks later. Set-up the same day and the monitor didn't work. Fitness Superstore doesn't support this particular model, so spent time liaising with the company that does. After almost 2 months, no replacement part can be found. Wait 2 weeks for bike to be picked up, another 2 weeks for Fitness Superstore to be refunded.

During this time I had been liaising with a store manager, who informed me he had put a replacement bike back for me to send once the refund had been received. Got an e-mail informing me that the replacement bike would be sent and then... nothing. The courier company updated their records to say that the Supplier had not sent the order. Fitness Superstore eventually (after another 2/3 weeks) acknowledged my e-mails and said they would investigate this as a priority. Another 2 weeks and no response to e-mails and I'm still waiting.

So, 4 months after ordering an exercise bike and being £900 down, I still have nothing to show for it and no idea when I will receive the goods I ordered at the beginning of Mar.

Customer service is virtually non-existent and I have factored in the exceptional circumstances that all businesses are facing at present. I have to say that Fitness Superstore are shooting themselves in the foot at present, as the one thing they could be great at, with low stock levels, is customer service, but they have failed dismally to keep me informed, or even respond in a timely manner to my e-mails. If you ring the number on their website you get put through to a salesperson, who say they will pass your details on, but nothing happens.

If you do buy anything from this company and you get what you want first time, I applaud you, but if you don't get something that works, or the wrong item, be prepared to have a long wait to either get your money back, a replacement item, or even acknowledgement of any messages you send.

They advertised a set of weights and a stand together, they arrive and the weights don't fit on the stand. I advise them that the weight bases are different to the ones in the instructions, they then proceed to tell me that those weight bases don't fit that stand (even though they were advertised together) and you need to use a lightweight strap to hold them in place (which is just dangerous) - why they didn't tell me this during our emails as I was making my order is beyond me - they had plenty of opportunities to do so but clearly they just wanted the sale and didn't care about anything after that. They then expected me to pay to return it too. Not to mention the time I spent assembling (and disassembling) the stand was just a waste.

I won't be buying from them again and you shouldn't either!

About as much use as a chocolate fire guard.
Lost items that never showed up, 10/15 emails- 10 plus phonecalls.
Took a trip to there headoffice and would you beliveve it, I got my refund!

Please dont support these clowns.

Delivery times worse than awful, I've been waiting a month for a small "one-man" delivery item, all in stock. 25 working day lead times, even during COVID is inexplicable. Emailed EVERY DAY since the 22nd, no reply. Please avoid. You can do better.

Edit 01. 06. 20 - bad review been "reported" to TrustPilot by Fitness Superstore and will undoubtedly be taken down. Note also that they reported my review quicker than they responded to emails! Still no goods. Still no reply from daily emails to XDP and Fitness Superstore

I placed my order nearing the beginning of lockdown (22/03/2020). The order totalled just under £500 and I was pre-warned that it could take up to 4 weeks to deliver.

On Sunday it will be 8 weeks since I placed my order. I have still not received all items. I received notification of delivery on 01/05/20, but when checking the items noticed that 2 items were missing. Since then, it has taken a further 2 weeks for them to deliver a single item (that too with no text notification like last time. It simply arrived with no pre-warning). There is still 1 item outstanding after all this time.

The customer service has been ineffective, firstly reminding me that it is a busy time, then simply checking the courier tracker. Considering it is almost 8 weeks, I would expect some urgency behind this. In this time I've experienced a family bereavement, but am still having to chase up Fitness Superstore.

Friends and family have also placed orders for fitness equipment from other retailers - they've done so after I placed my order and still received their orders before mine.

I placed my order on the 18th of March, though given Covid the order understandably took longer to arrive than forecast, but finally arrived 23 April. The delivery sat in transporter XDP's delivery depot for over a week. I tried to contact XDP, but it does not accept communication from delivery recipients. So, given that Fitness Superstore (FS) is already overloaded with orders, it makes no sense that it should use a delivery company that places the burden on FS to also field all delivery communication on top of what it is meant to be doing, which is taking orders, offering good customer service and having the items delivered professionally to customers. FS closed its phone lines and only replies to some (few) messages. The delivery driver was super nice but, clearly and sadly, overloaded. The order in total was nearly 300 kgs, but was declared a one-man job! Not only does XDP seem to be totally incompetent at customer service and deliveries, it also seems not to take the well being of its delivery employees seriously either. This is extremely concerning. In the end, the order was missing an item. XDP of course does not respond to messages. FS has sent me a couple of messages telling me that it is looking into it. Two and a half weeks later the missing item has not yet arrived, nor has any communication from FS telling me when it will. To be fair, what I have received has been great equipment, but FS is totally compromising its own reputation by using this incompetent XDP delivery company. The Poor rating reflects on this. Because FS has selected this cowboy company and continues to use it means some of that blame also resides with FS. If FS wants to use a logistics company such as this, at the very least FS should not be taking full payment from customers until the orders are successfully delivered in full, much in the way of Amazon. Today is 11 May and I continue to await the delivery of the missing item.

This is my genuine and honest experience with FT.
I ordered on the 25th march and I am currently still waiting, they emailed me numerous of times to say my items are in stock and are waiting for courier to collect it. 'Any orders made before the 30th march will take 21 working days' so I was very patient and waited until the week I was supposed to receive them. I Emailed just for an update which was 21st April as I had not got any info on delivery which was supposed to be by the 24th April.
24th came and no delivery but an email late evening to say it has been dispatched. Now today I have an email to say that they are waiting for all 17 items to arrive at depot but this us weird as they email on the 24th told me it was dispatched. It will take 72 hours now to be delivered. I appreciate it is unprecedented times but my opinion is if a company can not keep up with demand why not just stop taking orders like other companies. Less popular couriers have been excellent on making sure customers get their orders in an acceptable timescale. I think 5 weeks is an unacceptable wait for such items. I think after this experience I will unlikely order from fitness superstore again. £200 minimum spend is abit high also. I am hoping my order arrives in the next couple of days like promised. Fingers crossed it all comes safe and undamaged.

The company seems suspicious

Avoid this company, they are utterly useless in just about every way possible. Firstly, they happily took £2000 from me (buy now pay next year) then after 4 days told me they had no stock and would not have stock till march! I'm now in a bad position as I want to cancel the order, but the finance option would have already messed with my credit score and its annoying to have to start over with a better company.

Also, the customer services are absolutely shocking, if they actually bother to pick up the phone, they will be entirely useless and unhelpful. And if you do want to cancel the order guess what? You must write to them! Great how they can take the order online with no ID but the can't sort a refund over the phone.