Read also:
racq home and contents insurance reviews hoover 18v pets plus handivac review fiskars 4 prongs xact weed puller bridgestone turanza serenity plus reviews australia global shop direct store locations nsw sunshine blade heater how much dun & bradstreet text message best clothes dryer australia 2016Reviewer Photos & Videos
AndrewMetropolitan Adelaide, SA
- 2 reviews
Great customer service!!
Gym And Fitness have been super easy to deal with. I was able to speak to them via live chat and the phone. All other places I tried still had phone systems offline and yet to hear back via email. Product I was after was only 2 weeks away so manager to secure some stock for preorder.
1 comment
Similar opinion? Write a review on ieatwords.com.au!
Scott GardnerGreater Melbourne (Outer), VIC
Service and advice
During these times, good service and advice has been really difficult to come by Not at Gym and fitness, excellent customer service, sales and delivery, keep up the great work
1 comment
Matt G.Gym and Fitness
Hi Scott!
Thanks for taking the time to submit your feedback on product review! We have been working tirelessly to service our customers as best as we can!... Read more
We did everything we could to get the phone lines back up and running, hiring 20+ new staff across our customer service and warehouse teams all so we could service our customers as best as we could in these times! We knew there were going to be a lot of questions from our amazing customers, I am glad you had a positive experience with us given everything thats going on! Looking forward to see you coming back should you need anything in the future :) Kind regards, Matt- Gym and Fitness
Similar opinion? Write a review on ieatwords.com.au!
The Most Exploitative Gym Store in Covid Times
Was charging a minimum of $300 total amount of orders in order to buy them - and their reason is because of the COVID crisis! Today (5/1/2020) they still require a minimum of 200 bucks. This is exploitative and does not make sense at all. Customers out there - do not buy from this store that exploits situations unfairly.
Don't fall into their trap -folks. you have been warned *(in fact see the rest of the neg reviews down here about this store).
1 comment
Matt G.Gym and Fitness
Hi Banjo,
Thanks for taking the time to share you feedback, and I am truly sorry that you see this as exploitative behaviour, when in fact this decision LOST US thousands and thousands of dollars of sales, that we could not have serviced properly.... Read more
During the COVID chaos we and the whole industry broke, we have kept our customers up to date with updates at - https://www.gymandfitness.com.au/pages/covid-19-updates. At the peak we were receiving 30x as many orders as normal and on the 25th of March we made the difficult decision to introduce a $300 minimum to try and slow things down. This did not work, on the 26th we made the even harder decision to take the whole checkout down to stop orders all together, the first time in 15+ years! When we brought the website back online - we kept the $300 minimum order in place as a way to "throttle" orders to a level that was manageable for the warehouse and our customer service team. Nothing is more important to us than being able to deliver a great level of customer service which we were not achieving. We have worked tirelessly, including adding about 20 people to our team, 24 hour rostering at times, working through weekends and public holidays with the single focus to get through the backlog of orders and 1000's of support tickets and emails so we could get our phone systems online and the minimum order gone! At the time of writing this (4th of May) we are extremely proud to announce that we have our phone system back online and we have reduced the minimum order to $100. We are happy with how we are managing the overwhelming demand and we are reviewing the minimum order requirement each week with the view to get it back to normal, which is $0. If you look around at other fitness equipment shops - most still have their phone systems offline and are experiencing significant delays in dispatch - we are not :-) It wasn't a decision we took lightly and looking back at it now - we would not have done anything the minimum order any differently and we (and most of our customers) seem happy with our choice to prioritise customer experience compared to chasing an unmanageable level of sales. We would love the opportunity to help you with any of your needs. Thanks Matt- Gym and FitnessSimilar opinion? Write a review on ieatwords.com.au!
Find out how Gym and Fitness compares to other Fitness Equipment Shops
Know better, choose better.
Pete KMelbourne
- 2 reviews
Great Customer Service
The customer service agent went above and beyond what was necessary (after hours) and processed my order manually when I was having trouble doing it. Impressive and very very helpful!
1 comment
Matt G.Gym and Fitness
Hi Pete,
Thanks for taking the time to submit a 5 star review!... Read more
We have been doing everything we can to support our customers during this time as it is a crazy world out there! Thanks for the ongoing support and I look forward to seeing you shop with us in the future :) Kind regards, Matt- Gym and FitnessSimilar opinion? Write a review on ieatwords.com.au!
Excellent customer service
Cannot fault the customer service received during these unprecedented times. I placed a few orders with Gym and Fitness, and needed to change one of them. I needed to cancel one item and replace with another, this was organised within minutes of sending a message to their live chat and my refund was processed and the funds available in my account within 24 hours. I also sent them a message (late in the evening) asking if I could have an item added to my order once I noticed the product was available for pre-order. I received a new order confirm...Read more
ation and follow up email the same night with the item I requested. Hats off to both Joe and Dave who assisted me with my orders, could not complain with the level of customer service. Sure people complain that the prices have increased a little but that’s business, maybe Gym and Fitness had to pay more for the products from their suppliers? Will definitely be buying more products to add to my new home gym from Gym and Fitness. Thanks again, keep it up.1 comment
Matt G.Gym and Fitness
Hi Matt!
Thanks for taking the time to submit such an awesome review. These are crazy times and we at GAF are trying to accommodate as many customers as we possibly can given the situation. I am reall... Read more
Similar opinion? Write a review on ieatwords.com.au!
ValentinoMetropolitan Adelaide, SA
Great Customer Service
COVID-19 has obviously had a huge impact on a lot of things. I have no doubt that Gym and Fitness would be smashed with thousands of orders and under extreme pressure, however, the team seem to be doing an awesome job. I've endured great customer service along with multiple updates via phone and email over the past few weeks regarding my order. Luxuries like that rarely occur and Gym and Fitness are providing them amidst a pandemic.
Similar opinion? Write a review on ieatwords.com.au!
Poor Customer Service
I understand these are unprecedented times and have been very understanding, however, my patience is beginning to wear thin. I made my purchase on the 22/3 in anticipation of my local gym closing due to COVID-19. I was wary that demand was already higher than usual as it took me quite a while to find an online store with everything I needed in stock. I eventually stumbled across Gym and Fitness and immediately called their customer service team to ensure that items were in stock - which to my relief, majority of the items I wanted were guarante...Read more
ed to be in stock. I was told my order would arrive within a week, however, I knew that there may be a delay due to the current circumstances. To my surprise, my order arrived 3/4 (10 business days later) and I was extremely pleased. Unfortunately, my items arrived poorly packaged and rain-damaged and the driver was clearly in a rush to leave, giving me no chance to check the invoice and ensure all my items were present. To my disappointment, two items were missing, one of which is a critical element in using the equipment (barbell collars), and the other item - olympic dumbbell handles. I realised that the barbell I ordered came with metal collars and so initially I wasn't too concerned about the missing collars and figured I would just be refunded or they would arrive in a separate package with the dumbbell handles soon. Well.. the metal collars were faulty and don't physically work at all, rendering all my equipment useless. I contacted 'Elaine' on 3/4 to inform her that the items were missing and that I couldn't use my equipment without collars. She replied on 14/4, 11 days later without any response. I also received an email from 'Carlisle' on 11/4, informing me that the missing items were on back order with an ETA of 3 weeks... She also suggested to me that I should still be able to use the equipment without the collars... I think this is a very irresponsible suggestion for a company representative to make and clearly ignores standard safety protocols. Again, I know that these are unprecedented times and I have been very patient and understanding, however, I made the initial purchase under the assumption that everything was in stock and my pain could have been eased through better customer service. I have dealt with multiple online fitness retailers throughout this crisis and one thing that has let Gym and Fitness down is their poor customer service.1 comment
Matt G.Gym and Fitness
Hi there,
Firstly I am glad to hear that we managed to supply you some items amongst the crazyness that was the fitness industry over that period! ... Read more
I am however sorry to hear for the poor experience that followed thereafter, I would like to rectify that for you and create a much better customer experience for you. We are doing everything we can to service every customer we can, in a timely and sufficient manner so I do appreciate your patience with us during these times. If you would kindly email our [email protected] inbox and make the subject heading "Matt" along with your order details, I will follow this up personally for you. Kind regards, Matt- Customer Service Manager, Gym and FitnessSimilar opinion? Write a review on ieatwords.com.au!
AndySydney, NSW
Variety is good, dishonest business
Bought a product of them around 2 weeks back, they raised the price of everything up to the triple of original price when the saw the surge of costumers, slight increase due to demand would be okay but going up to triple is just dodgy, products i bought on $19.99 are now $59.99 (myrack force use band pegs) and it goes on with most of their products
Similar opinion? Write a review on ieatwords.com.au!
LeonardoSydney, NSW
Great customer service and pricing
Awesome customer service, I've found that these guys are the only company that responds within 5 minutes during these harsh times. Thank you so much Joe! :) Hope the Easter bunny is good to you lol
1 comment
Matt G.Gym and Fitness
Hi there!
Thank you for taking the time to share your positive experience with the wider audience! We have been working super hard to service as many awesome customers as best we can so I am happy to hear we succeeded in this instance!... Read more
Thank you for your support during this crazy time, we hope to see you back shopping with us in the future :) Kind regards, Matt- Gym and FitnessSimilar opinion? Write a review on ieatwords.com.au!
Find out how Gym and Fitness compares to other Fitness Equipment Shops
Know better, choose better.
Great service
Great customer service! Did extremely well to help and especially during this difficult time. The only company that would call or message back to ensure we were able to place our order. Keep up the great work!!
Similar opinion? Write a review on ieatwords.com.au!
Great service !!
Great customer service and prompt replies on a purchase over messenger . Highly recommended and would Defs shop there again. With all the extra traffic they are getting the fastness of the replies and being helpful was muchly appreciated Great job guys !!
Similar opinion? Write a review on ieatwords.com.au!
Sam KTGeelong
Outstanding customer service
I ordered force USA myrack with some attachments right around the time that all the gyms have been closed due to the global covid -19 pandemic. The communication from these guys has been absolutely amazing. In normal times I would be happy with how they have been but under the pressure of half of Australia ordering a home gym it has been above and beyond. I have received phone calls with updates along with emails. Will definitely shop with these guys in the future. Keep up the great work.
1 comment
Matt G.Gym and Fitness
Hi there!!
Thank you for taking the time to submit such fantastic feedback!
I couldn't be happier to hear that even in this crazy time, we managed to go above and beyond in our level of service for you!... Read more
Similar opinion? Write a review on ieatwords.com.au!
Dani SAMetropolitan Adelaide, SA
Poor Business Ethics!
I placed an online order for some rubber gym tiles and 4 days later I received an email saying they had run out of stock. The option I was given was to wait a month or so, or pay for more expensive tiles but when I clicked on the link supplied the tiles had increased in price since I placed my order? When I questioned the price increase, the unprofessional sales person "[Name Removed]" just told me she cancelled my order??? What??? I didn't tell her to cancel my order.... With her cancelling my order, I couldn't wait and receive the original p...Read more
rice I paid! She obviously wanted me to pay the higher price!! I asked why the prices had gone up since I placed my order (which she first denied!!!) Then it was basically bad luck!!! Unhelpful, Unprofessional and poor dishonest service! I was lucky enough to find a guy in Melbourne who's phone lines were still in operation! Well done! Yes, he was busy....but he was happy to help and I paid him over the phone and received the same gym tiles at a cheaper price 3 days later! Or Bunnings also sell without the hassle!2 comments
Matt G.Gym and Fitness
Hi there,
I am sorry to hear that we were unable to service your order due to the stock levels.... Read more
This has been the craziest time in our company's history and unfortunately something that we could not have planned or prepared for. We have tried to service as many of our amazing customers as possible, but have unfortunately had to let a few people down due to the sheer volume of orders being thrown at us. I can see the communication between Breanna and yourself and feel there has been a misinterpretation in her recommendation of tiles for you. She was merely explaining that the tiles she showed you were the only ones we had left in our warehouse, she was not trying to say you were expected to pay the extra or anything of the sort so I apologise if that's how it came across. We would have actually sent them to you at no extra charge should you have decided to keep your order with us. I do hope to see you shopping with us again in the future and again i apologise for any misinterpretation that may have occurred. Kind regards, Matt- Gym and FitnessHi Matt, I actually think it’s hilarious you would say that to make yourselves seem genuine and that you were trying to do the right thing! It was VERY clear in her email, she said they were more expe... Read more
nsive!!! My reply to her was are you kidding, you want to charge me more money for the other tiles when my husband has just been laid off work!! Her replied was sorry for the inconvenience, I have cancelled your order!! Don’t you think if you weren’t going to charge the extra amount, she should have said that??? Instead of telling me they are more expensive??? Then just cancelling my order without permission!!! Then she proceeded to tell me why the price increase had occurred 1- Labour Costs 2- AUD Currency Drop 3- China Manufacturing Delay!! Why explain a price increase and tell me a price increase if you weren’t going to charge it??? Are you serious!!!!!! You are better off just owning it than bullshitting!Similar opinion? Write a review on ieatwords.com.au!
BJHCentral Queensland, QLD
Excellent company !!!5 star
Great site, good quality, Joe really helped me out with the quick online chat box. Sorted me out in 2 minutes...if only all companies were this great to deal with. Thanks guys you all rock!!!
1 comment
Matt G.Gym and Fitness
Hi there!
Thank you for taking the time to post such an awesome review! It is a crazy time at the moment and we are working around the clock (literally!!) to service as many customers as we can and pr... Read more
Similar opinion? Write a review on ieatwords.com.au!
Jason
- 2 reviews
Exceeded expectations
Ordered about 200kg of olympic plates and a weight stand and some rubber mats on Sunday.
COVID-19 panic meant that most stores (online and physical) were completely or nearly out of stock for all items.
Found Gym and Fitness had some weight plates still in stock so rushed to put my order in.
Day after placing order thought I'd check some reviews (too late, I know!) and was dismayed to see many complaints and 1 star ratings.
Thought it likely I'd been sold items that were already out of stock and I'd be waiting months to receive my order.
...Read more
1 comment
Matt G.Gym and Fitness
Hi Jason!
Firstly thank you so much for your amazing feedback in this crazy time! i am really glad to hear that we could give you a really positive shopping experience given the current situation.... Read more
We are working around the clock to try and service as many customer orders as we can, its been really tough on our team but its worth it when we get feedback like this! Looking forward to seeing you back shopping with us when things go back to normal :) Kind regards, Matt- Gym and FitnessSimilar opinion? Write a review on ieatwords.com.au!
Find out how Gym and Fitness compares to other Fitness Equipment Shops
Know better, choose better.
KkknotttNorthern Region, NSW
Perhaps I'll get a response if I post here
Missing 2 items from the original order
Followed up 5 times with no clear answer
7 weeks later and still waiting
Items are low in value but frustrating this haven't been resolved
1 comment
Matt G.Gym and Fitness
Hi Kim,
Apologies for the delay in getting your issue sorted. I have emailed you a short time ago advising of the refund being processed.... Read more
Kind regards, Matt- Gym and FitnessSimilar opinion? Write a review on ieatwords.com.au!
Ryno82Perth, WA
Awesome online customer service
Had my eye on an item and deliberating over purchasing. Once I was committed, I went to check out only the find out the price had changed. This was due to the plunge in the AUD etc - fair enough. I was bummed as I thought that was that. However when contacting online support, they helped me out and allowed me to purchase for the previously advertised price. So thank you!!! I will be back.
1 comment
Matt G.Gym and Fitness
Hi there :)
Thanks for taking the time to submit great feedback! I am happy to hear we were accommodating with the situation.... Read more
We look forward to seeing you back shopping with us again! Kind regards, Matt- Gym and FitnessSimilar opinion? Write a review on ieatwords.com.au!
Job sallySydney, NSW
Terrible service - do not buy from this business.
Absolutely terrible service I spend over $3000 on gym equipment. Customer service is shocking. Packages came in 3 different parcels and they knew nothing about it. We had to chase it up. When I open one of the items it was broken. I have tried to get a refund but they have refused. Still waiting to hear back from them. It’s an absolute disgrace to say the least. DO NOT BUY FROM THIS BUSINESS!
2 comments
Matt G.Gym and Fitness
Hi there,
I am sorry to hear about your experience with us. Unfortunately I was unable to find any reference of your order with the name used on this review. I would really like to chase this up for y... Read more
Hi Matt,
I don’t use my name of public forums and I very rarely write negative reviews.
... Read more
Similar opinion? Write a review on ieatwords.com.au!
Cameron M.Greater Melbourne (Inner), VIC
Absolutely rediculous, I wouldn’t be surprised if they’re not far off shutting down!
I’ve written to gym and fitness multiple times each time receiving emails up to days later from different people, only one of four people have replied more than once and consistently late. Apparently my refund was approved to go through days ago - early in the work week. Still, nothing. Clearly something is up, and through the payment option I used I’ve recieved a late fee because I stupidly expected the refund to have been in that account so didn’t transfer money into it. So they’ve cost me time and now money. Where’s the zero star rating.
And their attempt at refunding me less than I paid by creating a new invoice!
1 comment
Matt G.Gym and Fitness
Hi Cameron,
I have been on leave since Thursday last week so have not had much access to emails and have only just seen these.... Read more
I am not sure what the reason was for the delay but I did send a follow up to our accounts team on Wednesday for you in which I have the transaction receipt, I have emailed this to you. For some reason it looks like this made our pay run on Friday so the money has definitely left our account. I apologise if my replies have not always been in a timely manner, as I said I have been on leave recently and I also have a large number of other customer inquiries that I am dealing with. I do endeavour to get back to customers as quickly as possible but sometimes I wont be able to reply back immediately. I also apologise for any inconvenience this delay has caused you. I hope the money lands in your account either today or tomorrow for you. Kind regards,Similar opinion? Write a review on ieatwords.com.au!
Gav105Perth, WA
- Online store
- Verified customer
Poor customer service
Expected fitness equipment to leave at the end of Janurary . No communication, emails sent to a number of contacts including [name removed] and general email . Good price, but now I’m wondering if it’s a fraud
1 comment
Matt G.Gym and Fitness
Hi,
I am sorry to hear that our communication has been below our usual standard!... Read more
If you wouldn't mind emailing our [email protected] address and make the subject "Matt" I would love to follow up on your inquiry. We have had a number of stock delays recently due to the Coronavirus so that may be the cause of the delay with your order. I look forward to hearing from you. Kind regards, Matt- Gym and FitnessSimilar opinion? Write a review on ieatwords.com.au!
Questions & Answers
Justinasked
I placed an order on the 26th And got an email on the 29th Jan saying the goods had been dispatched - I have tried calling and emailing to get an update and/or get a refund... still nothing!
I own a commercial gym and customer service is everything... order number 0113930 (36730).
2 answers
Matt G.Gym and Fitness
Hi Justin,
I am sorry to hear about the delay with your order. I can see that it was indeed dispatched on the 29th but unfortunately due to the error with the toll tacking system at the moment we have no further visibility on any consignments after the 30th of January.
Toll also can not provide us with any further sufficient update on the location of the order either.
We are sorry for the inconvenience that this has caused you but we do appreciate your patience with us. If you would still prefer a refund we can process this for you, but there is every chance that your order will be delivered this week from being in transit for 12 days already.
Kind regards,
Matt- Gym and Fitness
Hi Matt,
Appreciate your response and after waiting on a response via email I managed to catch you on the phone. You were very helpful - thank you.
MAtt I will give it till the middle of next week and if nothing has changed I will have to take you up on that refund. I just need the equipment mate and completely understand that these circumstances are out of your control.
Please keep me updated.
Justin
ieatwords.com.au has affiliate partnerships. These do not influence our content moderation policies in any way, though ieatwords.com.au may earn commissions for products/services purchased via affiliate links.
Matt G.Gym and Fitness
Hi Andrew,
Thanks for taking the time to submit your feedback on product review! We have been working tirelessly to service our customers as best as we can!... Read more
We did everything we could to get the phone lines back up and running as we knew there were going to be a lot of questions from our amazing customers, I am glad you could get through to someone and that there isnt long to wait for your equipment! Cheers for shopping with us in this crazy time :) Kind regards, Matt- Gym and Fitness