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Gym and Fitness
Online store, Physical store (See All)
- 2 reviews
Buying the item was easy but communications, setting expectations and delivery is a horrible experience
I purchased a Inspire FT2 Functional Trainer mid December 2021. At this stage the Sales rep advised that it should arrive before the new Year which I believed was fast and I was very happy with it.
Since then I understand that there are restrictions with Covid and I expected a delay. However what I didn't expect the lack of communications around any upcoming ETA / estimate on when the item would be delivered.
Via email the Sales Team Assistant has advised 2 weeks ago now that the item is in the Warehouse and ready to be delivered so I do not ...
Pre-ordered an item and paid for it. I actually get in a day before stock is suppose to arrive. Can imagine my excitement thinking I have made it just in time.
Three days later told that the item I pre-ordered is already out of stock and that I will have to wait until November. Stay calm, stay calm.
Customer service rep was nice enough to tell me that it was due to the system not updating but sorry, this isn't good enough.
It's a shame that this is my first experience with Gym and Fitness cause a lot of industry colleagues have used them.
After all this, couldn't even get a free shipping code!
Hi Chris,
Thanks for taking the time to share your feedback for us here....
Read more I am sorry to hear about your order situation, it is never ideal to have push backs with ETAs on items but we definitely appreciate our customers patience and understanding during this time. If you would like any further assistance, I would be more than happy to assist you if you would like to email our [email protected] inbox with the subject Matt* I would be happy to discuss further. Kind regards, Matt- Gym and Fitness
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 moreed 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.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 Fitness
- 2 reviews
- 2 likes
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
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I Purchased a power rack with attachments before Christmas and have had no feedback from Gym & Fitness except for an order confirmation. After a week I contacted customer support and they said they would check on the status of the order with the warehouse and let me know.
Three days later I followed up and got the response that they had followed up with the warehouse and were waiting to hear back. Another four days later and another follow up and I receive the same reply. It has been two weeks now and I have no idea if/when I will be getting ...
Read morethe equipment I paid for. The "customer service" person is less than helpful and did not address any of the questions I had in my email and simply restated the same response from the last two times I requested an update. I then requested the contact email of a manager and, of course, did not receive a response to this. I also have not received the gift vouchers as part of their Christmas promotion but I am far more concerned at this time with getting the actual equipment I paid for. So far, it seems that they are happy to accept payment for items but aren't much for post sales support or customer service. It would be appreciated if someone with the ability to actually follow things up effectively at Gym & Fitness could contact me and let me know what is actually happening. If I don't get a real update soon for my order I will be requesting a cancellation and refund and will take my business elsewhere.Hi Peter,
Sorry to hear that you haven't had the most positive experience with us thus far. I can see from your order that we were waiting on stock updates with our warehouse for a few items because it looks like they were out of stock....
Read more I am genuinely unsure of why this wasn't printed and picked last week though as I can see that the entirety of your order was in stock on Thursday last week so this looks like an internal system error. Please rest assured that our warehouse has printed and picked your order today, and I can see that a free pair of Bluetooth headphones has been added to your order for the delay. If you would like to discuss any further, please don't hesitate to call our 1800614491 number and ask for Matt, I am the Customer Service Manager here. Kind regards, Matt
Hi Matt,
Thank you for the update although I would have preferred not having to resort to posting a negative review to get a response. As mentioned to the customer service rep, I can understand delay...
Read mores happen for varying reasons especially over the Christmas/ New Years period.Hi Matt,
I did receive the attachments for my equipment today - thanks for that. However, the main power cage was not shipped to me. I spoke to a customer service rep who was following up for me and ...
Read moresaid they would let me know the status by the end of the day but that has not happened. Are you able to follow this up at all?
- 12 reviews
- 10 likes
I bought gym equipment from Gym and Fitness in the past and they didn't give me a notification my item had been shipped but had sent it out the day after I purchased it anyway, which is good if your home 24/7 but if you're not you get charged $30 for redelivery if you miss it, lucky for me I happened to be home. I noticed not all my items were there so called them up. They were just as confused as I was as they had no records of sending me anything as the products I received weren't even in stock. A couple days later I received the rest of it. ...
Read moreApart from communication everything was good so I gave them another go. Again no emails for letting me know if my items have been shipped, only this time I still have not received anything in the post, but I guess on the plus side I get free Bluetooth speakers in my next purchase which I highly doubt I'm going to purchase anything from them as they now have new competitors who actually communicate with their customers just down the road from them.Hi Alan,
I am sorry to hear that we haven't nailed our communication and customer service with you....
Read moreThis is something that I would like to follow up as the dispatch notification is automated and we have been finding the email is ending up in customers SPAM folders. If you could email [email protected] with your order numbers, I will follow this up for you. I do hope you give us another chance to better service you in the future. Kind regards, Gym and Fitness
- 2 reviews
- 1 like
Was disappointed to receive the wrong mats, when I contacted about this they argued with me over a month of communication instead of resolving this for me. I was appalled by the customer service regarding this. The machine was missing crucial parts, had damaged parts and incorrect parts and has taken over a month for them to organise sending these out meaning I have had to delay clients using this for this amount of time which has cost me money, and it certainly is not the quality you see in the images and videos on the website. Not happy at all, especially as the customer service was shocking and no compensation was offered for the money lost in this situation both from the mats and the time it has been unsafe to use.
Hi Amy,
I am sorry to hear you had a bad experience from shopping with us....
Read moreAs previously discussed, the flooring that was requested on live chat between you and our sales rep, is the exact flooring you have paid for and received so there is no error or confusion on our end with the flooring. In regards to your warranty issues, I can see in our system that our Warranty Manager organised for the replacement parts to be shipped out to you very quickly and made multiple attempts to contact you, unfortunately during business hours and you were unavailable. Overall we do not want you to have a negative experience with us, so apologise if that is the case. I hope we have another opportunity to better service you in the future. Kind regards, Gym and Fitness
- 2 reviews
Paid $1000 for my leg press but you can honestly tell it’s very cheap. Half the metal was marked and dinted and the courier did not look after the package at all it came all broken and buts and bolts falling out of the box everywhere. They also took a few days to even post it out.
I would honestly suggest DO NOT buy online, you honestly get what you pay for and this was a waste of $1000. Spend the money at your local dealer and get a good quality one.
Hi Shan, thanks for providing a review We sincerely apologise for the inconvenience you have experienced with us If you could please reply with your email address or the best contact number and the be...
Read morest time to contact you to further discuss what happened in your order. Alternatively, you can reach me on 1800 614 491 and look for Elaine or via email [email protected].
Products currently purchased were not in stock. Months before I will recieve my purchased products that were supposed to be "in stock." Good competitve pricing.
Hi Daniel, thanks for providing a review and I'm sorry to hear about the issues with stock! Are you able to contact me directly to discuss this? I'd like to have a chat with you and see if we can get ...
Read morethis resolved and make sure you're happy with the outcome and service provided. Give us a call on 1800 614 491.Find out how Gym and Fitness compares to other Fitness Equipment Shops
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- 2 reviews
To cut it short they are advertising products that they no longer have and dont know when they will be back in stock, and products that they know they wont have for a couple of months but still happy to take your money .
I purchased several items they dont have but are advertising and had to wait 11 days to get my money back, I asked for a refund of $1399 plus delivery . They finally refunded me My $1399 but surprise surprise did not return the delivery charge so i had to call again and have been told to wait another 2-3 days .
Before writin...
Prices on big ticket items competitive BUT there is no after sales service. Expect to wait weeks before faults are fixed. The after sales/warranty team are hard to communicate with as they do not have a good grasp of English. Unless on a tight budget, would recommend customers buy elsewhere.
- 15 reviews
- 12 likes
I ordered a Concept rowing machine a month ago and still not received it even though it was full paid for. It was supposed to be back in stock and now they are saying next week. The website should say out of stock if it is not available
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Questions & Answers
Hello. I have not had a response to my latest emails sent thursday night and friday morning - usually you respond fairly quickly. So now I am resorting to this medium to get a response and resolution
I received a damaged item with parts missing. The item is scratched dented and has rust on it. It does not look brand new. You have said you will send the missing parts to me. I have yet to receive any details about this. Also you offered a store credit of $90 for the damage which I declined - a store credit is in your favour not mine - I have no need to purchase anything. I have received what appears to be a used product - I can only assume this by the fact it was partly put together, the boxes it arrived in were damaged - one box was missing, some of the weights were not even in boxes - I provided photos. You said you are upset that this has happened both for myself and yourself as you pride yourself on good service. If the shoe was on your foot would you be happy about this? To resolve this I would like the three missing parts sent to me and a refund to my payment method of $150 (was prepared to negotiate but have not heard back.) You also owe me $220 I paid for installation which I cancelled as the item was not due to arrive until mid October - but suddenly stock is in and it was on its way with no notice. Covid does not allow us to have people in our homes so we had to install ourselves as we were not prepared to wait for lockdown to be over. I would like a resolution to this - none of this is my fault - nothing I have done has caused this.
Hi there,
I apologise if you have not heard back from us in previous emails or correspondence. We are currently working through hundreds of inquiries as quickly as possible....
Read more I would definitely like to assist with your situation and see this through to resolution for you but I can seem to find your order or details in our system. If you could please email me at [email protected] with the subject heading "Matt T" I will advise my team to keep an eye out for it and pass it through to me right away. Apologies again for any delay caused in resolving this for you. Kind regards, Matt- Gym and Fitness
Hello. I have been told my issue has been referred to the manager - whomever that is. I am awaiting a response. The order number is #SO0158882. I will email as requested .... thank you.
Hi there,
I have taken a look into the system here and can see that the partial refund approval has been g ranted by the warranty Manager....
Read more We do hope that this has gone some way in improving your experience with us. Kind regards, Matt- Gym and Fitness
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).
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 hav...
Read moree no further visibility on any consignments after the 30th of January.
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....
Read more 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. JustinGet an answer from our members and Gym and Fitness representatives
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Hi Micheal,
I am sorry to hear about the experience you have had with the stock for your FT2 unit....
Read more We are doing our best to navigate through the delays and current Covid situation but have clearly dropped the ball in your instance. I just tried to call you via the number on file but it says that this is now disconnected. I was ringing just to let you know that the order will be dispatched from our warehouse tomorrow 18/1 so please keep an eye out for the dispatch notification in your email. If you need anything else please dont hesitate to get in touch. Kind regards, Matt- Gym and Fitness