Bodypower Sports / Fitness Superstore www.fitness-superstore.co.uk

I purchased a spin bike from this company which developed a problem in January with the resistance brake after just a year, no help at all, after months of emails & me sending videos of fault & being sent parts to repair myself, which have not worked!!! I have been given a repair company who charge £96 for a visit & another £52 for the return visit. THIS COMAPNY DO NOT ASSIST YOU WHEN THERES A PROBLEM

Terrible customer service after product broke after 2 months

I ordered an air bike - Schwinn AD2i From Fitness Superstore. It was delivered in late November. I was pleased with it initially but on the 8th Feb when I was riding it the pedal mechanism completely went and on closer inspection I saw that it had completely sheered off. In an email on the 8th Feb I asked if it could be collected and that I be Sent another. As I only had the bike for 2 months and for £500 I would have expected it to last a lot longer.

I then filled out a form detailing the fault and sent Photos. I said I would like replacement or repair. Since then I have been ignored. I have phoned - no one answers. I have emailed and only receive automated responses. I even tried their “live” Chat And despite sending numerous messages (all polite) no one answered. Now I appreciate that we are in an unprecedented period of Covid but that should not prevent contact by electronic means. I spent £500 on a product, it’s not working and the Company are totally ignoring me.

avoid at all costs. If something goes wrong with their products (and it will) they don't want to know. They will fob you off to the manufacturer who ask you to contact fitness superstore. Hundreds of pounds down the drain and a broken treadmill.

Bike arrived 10 days ago. Paid in full. Parts missing or broken. 2 further deliveries and still parts missing or broken. Constantly having to email them to get a response. Am about to report them to Trading Standards and get my money back via my credit card. Go elsewhere.

I ordered a £900 fitness bike at the beginning of Mar. Delivered 2 weeks later. Set-up the same day and the monitor didn't work. Fitness Superstore doesn't support this particular model, so spent time liaising with the company that does. After almost 2 months, no replacement part can be found. Wait 2 weeks for bike to be picked up, another 2 weeks for Fitness Superstore to be refunded.

During this time I had been liaising with a store manager, who informed me he had put a replacement bike back for me to send once the refund had been received. Got an e-mail informing me that the replacement bike would be sent and then .......... nothing. The courier company updated their records to say that the Supplier had not sent the order. Fitness Superstore eventually (after another 2/3 weeks) acknowledged my e-mails and said they would investigate this as a priority. Another 2 weeks and no response to e-mails and I'm still waiting.

So, 4 months after ordering an exercise bike and being £900 down, I still have nothing to show for it and no idea when I will receive the goods I ordered at the beginning of Mar.

Customer service is virtually non-existent and I have factored in the exceptional circumstances that all businesses are facing at present. I have to say that Fitness Superstore are shooting themselves in the foot at present, as the one thing they could be great at, with low stock levels, is customer service, but they have failed dismally to keep me informed, or even respond in a timely manner to my e-mails. If you ring the number on their website you get put through to a salesperson, who say they will pass your details on, but nothing happens.

If you do buy anything from this company and you get what you want first time, I applaud you, but if you don't get something that works, or the wrong item, be prepared to have a long wait to either get your money back, a replacement item, or even acknowledgement of any messages you send.

This company is a joke. Once they've got your money you are in the lap of the gods. If it works, great. If not you'll get to deal with what they call aftercare where they will cling on to your money for all they are worth. You can be spoken to in a condescending manner by one guy from Leeds or watch another guy in Norwich ineptly try to understand why it is that you want your money back. A woman will whine at you that it's really not her fault but the piece de la resistance is when a third guy says he's not like the others (!) and will go that extra mile for you but ultimately do nothing. They'll promise you a collection, threatening you by letter of £50 fine if you're not in but not actually give you a date or time. When you ask for one the woman will whine at you one more time, a guy will read you the email you already have then claim he can fix it himself over the phone!! You won't get to speak with the third guy, as presumably that extra mile he was going to was one mile away from any accountability. Do yourself a favour and just go somewhere else.

Having ordered two items over two months ago, I eventually received one but not the other (more expensive) item. The courier service had marked both as being "delivered". I contacted Bodypower Sports and the courier service (despite it being down to Bodypower Sports to resolve the issue) and have since been passed from pillar to post regarding a refund, having to wait weeks for a response...or having to eventually chase a response myself.

I contacted them over a month ago to let them know the item had not been delivered and I am still waiting for a refund or some sort of resolution. I was told this had been "escalated as a matter of urgency" 10 days ago, without any other contact since.

Awful service with no solution in sight. I would NOT use this company.

Contacted Fitness Superstore in February to report an issue (way before coronavirus issues). Thye eventually coolected my treadmill and I am stil waiting for them to sort a replacement as per my warranty.

Really poor service. I have emailed and called several times.

Worst customer service ever experienced. Completed the online form on 4 Feb to request a few parts (bolts and screws that had become threaded after only one month use). They answered my first email and never responded again. After 2 weeks of waiting, I tried to ring them. They do not answer the phone. I then searched their company website to find other phone numbers - tried three before anyone answered - but they were unable to transfer me to the correct department. Once I finally got to the services department - they told me that I had to provide further evidence of the parts required. I had asked for one screw, two bolts, two small plastic rings..... they argued over a few pence worth of parts. I then sent photos and videos and heard NOTHING again.

I've now had to buy bolts and try and fix the bike myself. I'm never using them again and I really wouldn't recommend them at all.

dear dear dear, appalling service once they have your money. Called to report undelivered goods and the woman who answered thought she was funny with her stereotypical pram head secretary voice, she's probably being paid the minimum wage or her services so she has to keep herself amused.....