Powerhouse Fitness Reviews

After months of assurances but no progress I contacted my bank. I described my issues and sent them every pertinent email (~27 of them). They raised a S75 claim and did point out it could take 2-8 weeks for a decision. After a few weeks and no update I contacted powerhouse. They replied that as I had initiated a S75 claim that my bank would be sending me my refund. Spoke to my bank (Santander, excellent service from them BTW) who said leave it with us, Powerhouse had advised me incorrectly. A few days later Powerhouse emailed me to say my refund would take 3-5 business days to be deposited. In due course I received a full refund. So, if you are getting nowhere with your not fit for purpose credit card purchase definitely contact your card supplier and begin a S75claim, it's worth the time spent. Just a pity that an item purchased on 1st Sep 2020 took until ~ 20th Apr 2021 to resolve.I had a poor experience with another fitness equipment supplier. As this lot had a store in Edinburgh and I could dview and try what was available I purchased my cross-trainer. From day 1 I have had issues with the power supply constantly turning off while in use. Frustrating as that was dealing with their customer service re-defined frustrating. They had sent out a new power supply, even though I told them the problem was the slack connection to me looked like the input was a larger diameter than the supplied PS. The exact same issue. I requested a refund for goods that were not fit for purpose. Another few weeks passed and this time I receive a new electrical connection which requires a complete disassembly of the flywheel enclosure. This enclosure has already been assembled at factory. I'm not prepared to try this as I may damage whatever is inside this enclosure. However reading their TC's they are supposed to send out an engineer to affect a repair. I have since sent off an email requesting refund. Even taking into account Covid impact after 3 months I am totally frustrated with this supplier. My wife works from home and her response time to email messages in minutes - NOT 7 days. Are they so totally overwhelmed with complaints that this is the reason they take so long to reply?
Now if this was an inexpensive item where the cost of returning was more than value of product I'd just throw it in the bin. Unfortunately I cannot afford to just write off £699 so next stop Trading Standard Authority.

Ordered a rowing machine paying a lot of money for it. It arrived faulty, ok it can happen. But it wasn't a great start. Didn't get very far with any replacement parts so tried to get the money back. It doesn't help when emails take over a week to be answered, no customer service answering the phone, you leave messages multiple times and of course no one bothers to call back. It took about 2 months to finally get my money back for something that should have taken less than a week. Incredible that a business as bad as this is still operating. AVOID!

I would not recommend this company. I ordered an exercise bike on the understanding it would be delivered within 7-10 days. Once the order was placed I received an email saying the delivery could take up to three weeks. When the bike eventually arrived it was badly damaged and I’m now waiting for it to be collected with no sign of a refund as yet. All extremely disappointing.

Excellent service from Lisa at the Aberdeen store. Quick response to my enquiry and made everything very easy.

Recently purchased a BodyMax CF325 weights bench which was out of stock and anticipated to arrive in 7 weeks' time. I was delighted when it subsequently arrived in just over 2 weeks! HOWEVER... when I opened the box and inspected the item, I was appalled by the quality. The framework was wonky and the standard of welding was terrible. I contacted Powerhouse to request a refund and return, at which point I was subjected to a catalogue of errors in what should have been the most basic of customer service procedures. Several agents said they would arrange a collection but didn't, one agent then apparently did arrange a collection however listed the wrong address (how hard it is to copy across an address from a sales invoice?) so the courier supposedly turned up but couldn't find me, even though I had received no communication from the courier company about this collection. When I phoned Powerhouse to query why I had not heard anything about my return, the agent was more interested in quizzing me about whether I was really sure I didn't live at the wrong address and was I absolutely certain that I do in fact live at my correct home address as it was listed on the sales invoice! Another agent spoke with me in detail and then promptly lost all record of my name and order number to follow through on her promised action and ended up leaving a message for my partner (his number had been provided so that the courier driver had a contact who would be at home at the time of collection) to ask him for the relevant details again, and then did precisely nothing with them! Only one agent (Connor) was helpful and actually managed to arrange for the item to be collected after more than 3 weeks of waiting! A few days later when I hadn't heard anything further I had to chase my refund, only to be put on hold whilst the agent spoke to the courier who eventually confirmed that they had collected the item. The agent then requested my refund from the accounts department and to be fair I did actually receive the full amount (including the original shipping fee) within 2 days. What a palaver though for something which should have been really quite straight forward! Surely I can't have been the only customer to have ever wanted to return a faulty item? If the bench I received is anything to go by, I would imagine there will be a lot more disappointed customers than just me! Needless to say, in spite of what appears to be good value for money and a good quality product at first glance, I would not recommend purchasing anything from this company.

If I could give no stars I would. Crank shaft broken after using spin bike fewer than 10 times. Nearly a month after requesting a replacement part I am still waiting. Rude and obnoxious customer support staff keep telling me they have had the part dispatched to me then when it doesn't turn up I'm told it wasn't ordered. 4th week in this loop now. Home working is no excuse. The world goes on turning. Unfortunately the same can't be said for my spin bike.

Awful customer experience. Ordered some weight plates and a bar. Weight plates came via XDP after a week without the bar. 4 weeks of to and fro with customer services each time waiting over a week for a response. After 3 weeks they realise the bar has been lost by XDP. Said none left due in stock until June. Plucked a number out of thin air to refund me for the bar of £70. Had to go and find my own bar elsewhere which cost me £180 for the cheapest one i could find. Awful awful customer support, just no gesture of good will at all for all this inconvenience. Asked the 'junior guy' on the phone if he could do anything for me and he said there was nothing he could do and he can't escalate to his manager because he 'works from home' LOL seriously.

So pleased with my hex dumbbells - the quality is great! I am also very impressed with the service. The website warned of Covid delays and said I should have my order in 10 days. I ordered on Wednesday evening and both pairs of dumbbells arrived on Friday! Less than 48 hours for delivery is incredible!! Very happy and I highly recommend Powerhouse Fitness.

If I could give no stars for this company it would still be more stars than they should be given.

I purchased a rowing machine from them and after a while the pulling cord snapped. This was not unexpected as it is, in my opinion, a consumable part which will deteriorate due to fair wear and tear over time.

I contacted Powerhouse Fitness "Customer Service" (a misnomer if ever there was one) and was told that I needed to send an email to the Technical Department, telling them what the problem was and to include a photograph of the part and that they would get back to me and let me know if I could have one (their words). Lauren said she would email the address and added it could take up to a week for the technicians to respond as they were a bit busy.

I sent the email as requested complete with a description of the part (as identified from the instruction manual), a photo of the part (to remove any ambiguity) and even the part number (from the exploded diagram in the instruction manual)

Twenty days later I had heard nothing so I tried to make contact via their online chat. Forget that... I was told I was 5th in the queue, then 4th and that the expected response time was 4 minutes.

I waited 40 minutes, they didn't answer. So I phoned and eventually my call was answered. I explained the situation and the employee asked what my order number was. As nobody from Powerhouse Fitness had given me an order number I didn't have one. I said I didn't have one and the employee immediately cut the call.

So don't expect any support or after sales service from this company. Judging from the number of negative reviews they have I am not the first and am sure I won't be the last.

Customer Service? Don't make me laugh. If Powerhouse Fitness had invested any money in creating and training a customer service team they should demand a refund from the trainers and employee some monkeys instead!

Only available and AFFORDABLE option I could find to buy weights during lockdown. I ordered 3 sets of dumbbells (total of 20kg) and they were delivered right to my door despite me living on the 4th floor! Haven't tried working out with them yet but they appear to be really good quality and have flat edges so they don't roll away. When I need to get heavier dumbbells, I will definitely be going straight to Powerhouse Fitness.

Good communication from Simon throughout. Kept up to speed with any Pre-orders.Stocked items have arrived well packaged.DB & slam balls are top quality.Looking forward to the smith machine arriving in March.Keep up the good work team Powerhouse ?

Very very happy with the service I received. Ordered two sets of dumbbells & received them two days after ordering them. Was kept up to date with my order. Could not fault them. Will be ordering more in next few days as quality was excellent.