The worst level of customer service I have ever received from any retailer. Products delivered in March and issues still not resolved. Good at selling but abysmal back up.
I purchased a Nordic track from Norwich store and from day one had a squeaky saddle, after looking on the internet lots of others have had the same problem. I tried all the remedies to no avail. I phoned up to ask what could be done? and was told that it was nothing to do with them. I needed to follow the procedure which was all done via email as I had only had the machine for less than two weeks. I felt that that wasn’t acceptable. The NORWICH sales team was quick enough to take the purchase, but then completely washed their hands with it after that and when I complained to head office about the attitude, I even got a call back from the salesman being very rude and called me a liar, I have decided not to bother contacting them again and just purchase a new saddle myself. If you like after-care service, don’t bother going here. Which is a shame and I take no pleasure in leaving this review however it’s only fair to other people to let them know how you will be treated.
Norwich store closed today 23/01/25 although the website says it's open. Guess I'll take my business elsewhere today! Update 28/01/25 - After receiving a reply from Fitness Superstore with a contact, I sent an email to Daniel the day after I left this review. I'm disappointed that as of today, I have had no reply from Daniel. My opinion of this company has gone down even more since receiving no reply or further correspondence from him. What's the point of asking your customers to email you if you can't be bothered to confirm you have received it and will reply to it. Shocking customer service. Won't be using this company again. You just missed out on a £2000+ order!
Went with my friend as she wanted to buy a rower. The sales assistant was helpful without being pushy. My friend was allowed to try before she bought, answered all of our questions and arranged for next day delivery. It was all so easy. Would definitely recommend.
Excellent, expert and friendly service - even though I was only buying a set of the smallest weight plates possible!
Phenomenal array of equipment. Didn’t realise how huge the show room was looking from the outside of the store. The staff were incredibly helpful in understanding our needs and explaining the right equipment to suit us. We originally came in for 1-2 items and purchased lots of extra kit because we were very pleased by our experience and quality of the gear. We ordered online but Gareth (our original contact point) followed up to ensure everything was satisfactory. Very pleased with our overall customer journey! Thank you
Gareth Seaborne helped up with upgrades to our gym. He was incredibly knowledgable and was able to give in depth answer on every question. The Stock choice that they have in store is INCREDIBLE. Would highly recommend for anyone who wants to start working out at home.
The only good thing about our experience was the salesman so 5 stars to Lee :) From there on the story begins. Delivered not only late but with 1/3 of our items missing and the 2/3 delivered suffered damage. The complete lack of customer service resulted in 3 days attempting to contact them, when we got in contact they confirmed a partial refund but neglected to pass that information on to the correct department (epic fail). After another 2 weeks of chasing them they gave up and just reordered the missing items (which surprisingly arrived on time without damage, even though they didn't bother sending a delivery notification). After a bunch more hassle trying to contact them for a further 2 weeks we gave up trying to get our refund and logged it with our credit card company who within 2 days have logged this with Fitness Superstore. Since this has happened they have been very good at calling and threating us (what lovely people) so we have conceded the partial refund for a full refund and collection of goods, hopefully ending this saga! Would not recommend to buy from these guys but the sales people are helpful :)
Order placed for a £1k spin bike in November... arrived in December... issues arose in December/January and raised a support ticket.... still waiting for resolution in February having had no response back for a number of weeks, even after chasing many times. It seems that once they see there is an actual warranty issue they go quiet. A very unhappy customer. If you want good customer service/aftercare don’t bother looking here.
I was recommended this store by a rival store which had only a couple of exercise bikes on display. We wanted to try out a few different exercise bikes before deciding. I am so glad we went to the Fitness Superstore which had more than a dozen different types of exercise bike covering a range of prices. My wife tried out before deciding on the upright bike rather than the recumbent type - you cannot do that online!. And we got a good-quality upright for a reasonable price, and one which would fit nicely into the space we had. The staff were very helpful, but not at all intrusive. They answered all questions, and offered advice when asked. I was pretty confident after speaking to them that I could install the one we chose, and get it up the spiral staircase to the attic bedroom-to-be-fitness-room. I visited the store a couple of times to get key measurements. We placed the order and I was pleasantly surprised when we were contacted next day to arrange delivery the following day! It arrived on the dot, and I unpacked and reassembeld the parts on my own in the attic where my wife now uses it twice a day. We are both very pleased with the product and especially with the service by the staff: the staff just tried to help rather than to sell. I was comfortable, and there was no pressure after our first hour-long visit. I recommend the store, which has a simply huge range of products!
Fitness Superstore is located at 1-7 St Stephens Rd, Norwich NR1 3SP, UK
You can contact Fitness Superstore at +44 1603 980380
You can find directions to Fitness Superstore by following this map link