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Fitness Superstore Reviews

4.6 Rating 779 Reviews

89 %

of reviewers recommend Fitness Superstore

Company Reviews

Product Reviews

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

Fitness Superstore 5 star review on 23rd February 2024

Fitness Superstore 5 star review on 28th December 2023

Fitness Superstore 5 star review on 19th December 2023

Fitness Superstore 5 star review on 14th September 2023

Fitness Superstore 5 star review on 25th July 2023

Fitness Superstore 5 star review on 12th January 2022

1

Anonymous

Anonymous // 01/01/2019

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

“Terrible. Issues with delivery and getting the correct parts, slow to fix issues, slow to communicate. We are a youth charity that received funding from Sport England to build a gym to help vulnerable young people get involved in sports. The sales team were great, but everything else was unworkable. We received two deliveries. The first one had broken parts. I contacted the sales team, but they couldn't help and directed me to aftersales. Four days later, aftersales got back to me and promised to send a new part. Two weeks later, I still haven't received it. The second delivery was even worse. The crew couldn't lift the pallet off the lorry, so we had to remove the parts one at a time. A box of weight plates was missing, which meant the cables couldn't connect, and the machine was unusable. I contacted them and emailed the details of the missing part and part number. After several days of chasing, they got back to me asking what parts I was short, which showed they hadn't read my message. After chasing them again, they claimed it would take 48 hours to look for the missing parts. And they would have to do a stock take, basically to confirm I wasn’t lying and trying to steal extra parts for some unknown reason. This went back and forth for a week before someone finally explained that they had found a problem in their system, and they had six extra boxes of the part I needed. She apologised and said she would send my parts for next-day delivery. This was yesterday morning, and now I've just received a delivery notification that it will arrive in three days. Absolute shambles of a company trying to take advantage of a charity.”

Posted 1 month ago

“Absolutely awful service. Machine was damaged, paid for installation which was not completed and my property has been damaged too. After service has been terrible, limited response to emails and when it is I’ve had a link to the returns policy…. Which when I have paid for installation of damaged equipment is not helpful.”

Posted 2 months ago

“Awful delivery driver .just dumped pallet by roadside.Assembly was miserable and rough,mutigym scratched during assembly.No care whatsoever.Have purchased over £30,000 of kit over last 22 years,No more! will go elsewhere.”

Posted 6 months ago

Dear Paul Simms I am so sorry you feel you have had a bad experience with our installation service. We are always very quick to respond to any report of issues with an installation or damage to equipment . The report we had back from the installers mentions no issues nor of any damage or scratches to the equipment and nor am I able to find any report from yourself of issues. If you would be kind enough to contact service1@fitness-superstore.co.uk with some pictures of the scratches we would be delighted to look into this for you. I would also like to assure you that I have contacted the installers manager and requested that they provide me with a further report on the installers and the installation its self Regards, Fitness superstore

Posted 6 months ago

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

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.”

Posted 3 years ago

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

Posted 3 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.”

Posted 3 years ago

“All the equipment has been brilliant. However one of the dumbbell handles is jammed and haven’t been able to use it all. I have sent an email but so far have not received a reply.”

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!”

Posted 4 years ago

“Can't fault the staff I spoke to or the equipment but I can fault Fitness Superstore with their finance option which was offered to me prior to Covid19. I only applied as I thought I might as well and my credit score is very good and I thought that it was a quick process especially bearing in mind it was for a relatively inexpensive bit of kit £800. Instead however it turned into quite a drawn out and onerous process which led me to ask to quit half way through. Several days afterwards my credit score went down by some 5% for the first time in years! Suffice to say I'm not very happy and even less so now due to the credit crunch that is undoubtedly on it's way...As long as the financial institutions keep turning a profit though I'll be a happy man! (Please note the sarcasm.) Good luck to all and stay safe, Matt”

Posted 4 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.”

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”

Posted 4 years ago

“The bike was damaged and i was told a new one would be delivered. i have written to the company but no response - very poor. I now have to use my time to chase you for delivering faulty goods.”

Posted 4 years ago

Hi John, Our warranty team have been liaising with Matrix since the issue was first reported. We will chase this up and have someone contact you.

Posted 4 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.”

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 disappointed with my Nordic si22 exercise bike, so hard to join iFit and still at nearly 4 weeks still no success at getting it fully working, I am going to try and return for full refund tomorrow”

Posted 4 years ago

“I ordered a stand and 6 sets of dumbells. Dumbells arrived packaging had broken on 3 Dumbells and were scuffed so products were not in perfect new condition. I emailed Fitness Superstore with images of products in delivery vehicle and individual scuffed dumbells. I was advised they could see no damage and would not compensate which I was disappointed with. They do not hold stock in-store so I could not collect so no choice. The rack I ordered came with no assembly instructions. I will not buy from this company again.”

Posted 4 years ago

“Dreadful customer service. When they eventually answer the phone they don’t deal with your issue first time. It took several calls to get them to collect a delivery that wasn’t for me. The staff are really not very helpful”

Posted 4 years ago

“Ordered a treadmill and bike a month ago the treadmill arrived with two left arms so couldn’t be assembled . The service since delivery has been extremely poor no communication and we are still waiting for this to be fixed and assembled !”

Posted 4 years ago

“I bought a treadmill 3 weeks ago. it's 5 days since it's broken It does not start anymore I called customer service and nothing was fixed. they told me that an engineer would call me but for five days I'm still waiting to call me”

Posted 5 years ago

“I REQUESTED HELP WITH A SPARE PART, BEARINGS AND SPRINGS FOR BOWFLEX 1090 DUMB BELLS, BECAUSE I DIDNT PURCHASE THESE VIA FITNESS SUPERSTORE I WAS BASICALLY SHUNNED FROM BEING HELPED! I PURCHASED THESE FROM EBAY, I BELIEVE THEM TO BE GENUINE AND WHETHER THEY ARE OR ARN’T I SHOULD BE ABLE TO BUY THE REQUESTED SPARE PARTS. SHOCKING SERVICE.”

Posted 5 years ago

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Fitness Superstore is rated 4.6 based on 779 reviews