Fitness Superstore Reviews

Name: Fitness Superstore
Rating: 4.56

4.6 Rating 779 Reviews

89 %

of reviewers recommend Fitness Superstore

4.6

Based on 779 reviews


Shipping & Delivery
Delivery Methods	Own Driver, Courier
Average Delivery Time	Next Day
On-time Delivery	Greater than 94%
Accurate And Undamaged Orders	Greater than 94%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Under An Hour
Customer Service	4.4 out of 5

Visit Website

Phone:

01604673000

Email:

sales@fitness-superstore.co.uk

Fitness Superstore 5 star review on 23rd February 2024

Anonymous

Anonymous // 01/01/2019

Filter: Helpful None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Absolutely terrible customer service! Several missing items from my orders and nothing has been done about it. Basically has stolen my money”

Helpful Report

Posted 3 years ago

“One item from my order was missing on the delivery. I have been unable to contact anyone at Fitness Superstore to resolve this. I have called on multiple occasions and can never get through to speak to anyone. I have used the online chat function and was advised to email - which I have done and I have had no response (I emailed over a week ago). I think it’s appalling that I have paid for items that have not arrived and I can’t seem to get the issue resolved.”

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Posted 3 years ago

“Very poor communication No installation even though requested Equipment missing No telephone customer service Very very poor company”

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Posted 3 years ago

“Been making purchases for over 20yrs with no complaints however quality in recent purchase was not upto standard given the price & getting hold of anybody is a joke. Please don't give me the Covid excuse as everyone has a phone they can work with.”

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Posted 3 years ago

“Ordered over £4K worth of equipment and the service was dire. Communication was near on non-existent and trying to get a reply to email was horrific. When the equipment did arrive it had all been put on one pallet and crushed which potentially could of damaged the goods. Staff were so unhelpful”

Helpful Report

Posted 3 years ago

“Bought tread mill online. The tick box for free installation is by default, not ticked. So I was emailed and asked when I’d like delivery. Asked for a Monday a week away. After a few email exchanges, I was made aware no install was taking place, only delivery. I rang on the Thursday and the install team explained they would get delivery postponed and get an install date instead. Long story short. Text on weekend saying it’s being delivered Monday day. It was delivered into my Kitchen as they didn’t want to unbox it. I had to move 150 KG of stuff into the other room so I could get into kitchen. Install crew allocated for 13:30 on the Thursday. Arrived at 06:40 No prior warning. They installed in 1 hour, and was running out the door, I said can you take away the packaging as it’s 20kg of wood and cardboard and polystyrene. They did. I checked the installation. No shake proof washers installed. 1 bolt missing from main frame. 5 screws missing. Plastic arms not lining up, bits of plastic tabs sticking out all over the place. The main wiring loom left rubbing on the wires, not even the main anti rub sheathing, to the main frame, which could do a short and cause the console to be damaged beyond repair. Awful experience. Nice blokes on the phone. But don’t call back when asked. And don’t call back when they say they will. Avoid. Buy from somewhere else. 3 weeks later still no contact from Dennis at Fitness superstore. He promised he would get it sorted. And it’s not sorted. I have £2700 worth of metal and plastic sitting in my gym unused with a iFit subscription going to waste.”

Helpful Report

Posted 4 years ago

“When I purchased my machine from Fitness Superstore it came with the membership of Ifit for 12 months. I have been unable to activate this and have received no help or reply from the Store to help with this inspite of many emails and phone calls.”

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Posted 3 years ago

“FS has a different customer service policy for in-store purchases than online. If you buy fitness equipment online, you have 30 days to decide whether to keep it. If you buy in a store, you are stuck with it and have no options, and they are not at all interested in helping you solve problems. We bought an elliptical trainer which seemed fine when we tried it in the store, but after using it at home found that it caused pain to an old injury - something which we could have only known after really exercising with it as opposed to a quick try in the shop. Other elliptical trainers I've used haven't caused that pain so we wanted to make an exchange, but the only way they would do this is if we drove the trainer (which is huge and heavy) to another city to drop it at their warehouse, and lose 20% of the price we paid in fees, even though we would be doing all the work. No thanks. Will not be shopping with them again.”

Helpful Report

Posted 4 years ago

Dear Customer, Our returns policy is governed by the Consumer Contract Regulations of 2013 and is exactly the same for any high street retailer. There are different regulations for Web, Telephone and Showroom. Due to visiting the store and trying the product this made it available to try for as long as you would need to ensure you are buying the right product for you and your home. Due to how the order was placed, this would be the reason for why the product is not available for a refund or exchange. As expressed above, there are different regulations for each Web, Telephone and Showroom. We have spoken directly to you regarding this and confirmed our returns policy as being the following: Web sale - Our policy is 30 days from accepting goods - T&C's apply Telephone Sale - 14 days from accepting goods - T&C's apply Showroom order - None refundable or exchangeable as long as the product is available in the showroom to be tried and tested. T&C's apply. All terms and conditions can be seen via this link - https://www.fitness-superstore.co.uk/returns-policy/ At point of sale we do not have to explain the returns policy due to this being Consumer Contract Regulations of 2013. Taking into consideration the reason behind wanting to exchange the product, we authorised for you to be able to return the stock to Head Office in Northampton as a goodwill gesture, working outside of what is required by us according to the regulations highlighted above. Any cancellation fee applied is due to the product no longer being able to be resold as new, and also how the purchase was made. This was a goodwill gesture as this normally wouldn't be available to be put forward. Our sincere apologies for any inconvenience.

Posted 4 years ago

“Very poor customer service Chasing my order from last three weeks Spoken to 4 different peoples and everybody says somebody will call me back for query But no reply Totally fedup from service”

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Posted 7 years ago

“Fully kitted out home gym, rack is amazing. Thanks fitness superstore”

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Posted 3 years ago

“Helpful, friendly and knowledgeable service. Got the perfect product and it was delivered as requested.”

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Posted 3 years ago

“Great service from start to finish. The order was a little complex due to delivery location,but I’ve be reassured at every step. Some items were out of stock due to COVID but speaking after discussing with the sales consultant he was able to reserve my items when they arrived in their stores and ship them out.”

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Posted 3 years ago

“Everything I ordered came well packed without any damage, delivery was on time, I can't fault Fitness Superstore at all, thanks all.”

Helpful Report

Posted 3 years ago

“It was a given that in lock down everyone was trying to buy a treadmill which led to a longer lead time than would normally we expected. However it was easy to purchase my treadmill. I got accurate and regular communication on order progress and it got delivered on the promised day easily by very friendly people. I couldn’t ask for more. And I love the treadmill itself. Thank you 😊.”

Helpful Report

Posted 3 years ago

“I’m overall happy with my treadmill but the customer service is not great, I understand the troubled times we are in but you would expect a better service for a company that has classed It’s self as a leading retailer in with the fitnesses industry. When my order was placed I received a email stating I need to contact them due to my order not being successful, unable to call them I emailed to which I still never received a reply, later the same day I received an invoice but was unsure if my order was processed or not due to the previous email. Within a few days, the day of delivery came along with a text informing me of my 2 hour deliver time which to my surprise did not turn up, I received a text informing me my item was not placed into the van. I sent an email to which wasn’t responded to, I received my item 3 days later after someone contacted me to give me an update.”

Helpful Report

Posted 3 years ago

“Response to email (still waiting) or phones 0. Delivery of product under current difficult circumstances 5”

Helpful Report

Posted 4 years ago

“Very poor organisation and customer services, in store and on the phone. This company and its people are not prepared to deal with large orders and at peak times. On top of that you are not exactly the best in pricing!”

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Posted 4 years ago

“Staff were knowledgeable, efficient and helpful. The equipment was easy to view in the store and the online system worked well. I am pleased with the rubber studio dumbbells which I bought, the rubber is pleasant to handle and the shape of the actual dumbbel stops them from rolling.”

Helpful Report

Posted 4 years ago

“Went to the Gloucester store just after New Year looking for a cross trainer. Lots of machines to try. No pressure, just knowledgeable sales person. Bought a cross trainer and had delivery, including putting it together. Best £95 ever spent! Two men delivered and efficiently put it together (40 mins). Took about 3 to 4 weeks for deliveey as we are all trying to get fit after Christmas. Machine is simple to use and suits my needs.”

Helpful Report

Posted 4 years ago

“The initial visit to the shop was fine , no problems at all . However I’m afraid it’s not been so good following the delivery band fitting of equipment; firstly they didn’t fix all the bits of equipment that they were supposed to ; for example I had to fix the weights bench myself ( not difficult to do however 1) I wasn’t expecting to have to do it , and 2) there wasn’t a spanner provided with it so I struggled to find one that worked . Also the blokes left all the packing - which was considerable - at my house which I have had to dispose of . Just really poor I’m afraid and I would not recommend them anymore”

Helpful Report

Posted 4 years ago

Fitness Superstore is rated 4.6 based on 779 reviews