Reviewer Photos & Videos
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.
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
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.
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!
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!
- 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
Poor delivery and after sales
Ordered from this company twice now, first time shipping was a nightmare with no communication and wrong information when I chased them up, and second time I still haven’t received an item with no ETA weeks later with no answer from GAF. Equipment and prices seem OK but nothing special. I won’t be using them again.
I had bought a gym that i saw on their online store the price was really competitive with other online stores and about 50% cheaper than my local stores and the delivery was super fast it only took about 2 weeks to send it, the instructions were very clear on how to assemble it.
We did find that the seat did not screw in properly so we emailed them to get a replacement, they just asked for a photo so they could send the right one and I got a replacment seat within 1 week.
This was by far the best online Australian gym store the others were from overseas and I did not trust them and I am so glad I went with this company.
The customer service was excellent, delivery superfast and we got exactly what we ordered I would shop with them again.
Shocking customer service after my purchase
After spending $3500 I had to constantly chase for missing items, incorrectly installed machine this went on for two weeks and have been offered little in the way of future discount, I actually gave them the opportunity to win me back showing them the price of further items I wanted from another provider and asked what they could do in terms of price... The come back to me with a more expensive quote! absolute joke.
Missing in Action
So funny yet possibly dodged a bullet? Emailed the team with a few questions as I wanted to purchase a home gym. I got a fast reply and then they sent a follow up a few days after; I stated as they didn’t have stock I would make the order once I had confirmation of stock being there... provided I hadn’t already bought a gym from another place; I was told stock was due at the end of January which at the time was in a few weeks time. Anyway contacted them the other day to ask another question and no one responded back nor bothered to contact me. I guess I asked too many questions? Lol if they treat new customers like this before a purchase I am beginning to think the worst after a purchase. Taking my business else where.
Vortex 1600 Spinbike.
A Big Shout to Damian & Raichell for the Excellent Service during the transport & delivery of my Spinbike. An Awesome Machine. Ezy set-up. So glad I hv it sitting in my lounge. Now the hard work begins. Thanks to the team at Gym&Fitness.
Website markets "2 Business Day Dispatch" (without any conditions).
I placed a (close to) $2,000 order 11 days ago and items have not been dispatched yet, nor has their customer service been of any help with providing an estimated lead time.
Items were NOT advertised as out of stock on their website.
Other reviews mention the same problem.
It appears they may be purposefully misleading customers with dispatch promises and sale of out of stock items.
Great products easy transaction, quick delivery
I ordered a couple different gym items including flooring, kettle bells, dumbbells and Olympic bar. The Olympic bar was not in stock, which was clearly stated during the cart process so that wasn’t an issue. I then made contact with them and asked if they could send the whole package together once the barbell was in stock. They got back to me within a reasonable period and were happy to oblige, I was in between addresses during this time too, they worked with me. Once in stock (which was exactly when they told me it would be in stock) I received an email with my delivery details and I received all the goods together in perfect condition a couple days after they were posted. Great service, good quality products. No complaints
The reviewer stated that an incentive was offered for this review
Terrible experience with their customer service
I bought a home gym just before the Xmas and their web site promised a gift voucher plus a guaranteed dispatch in 2 business days, after waited for 8 business days (i understand it's holiday season but if Gym&Fitness cannot deliver then don't promise!) and contacted their customer services for the missing gift voucher as well, i was told the market section has sent the voucher, i searched all my mail boxes and couldn't find it. This lady from customer service bascially refused to help further because she believed their marketing section has sen...t the e-voucher, my question was why cannot you guys just inactivate the old and resend a new one if you guys indeed sent one previously? ok, so a customer's word is not worth listening or not trustworthy. If it's the case, then there's no point to do business with, i have requested them to cancel my order/refund (order has not been fulfilled/dispatched until today - a so-called "2 day dispatch"...). Not recommonded at all, buy from someone else.
Poor Online Shopping Experience
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 ...the 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.
Unsatisfied Customer Lifespan Fitness RC-300 Recumbant Bike
I purchased a Lifespan Fitness RC-300 Recumbant Bike from this company.
I have osteo-arthritis in my ankles, knees and hips and I am due for a hip replacement and needed to build up my fitness before surgery.
After a lot of careful research into what type of exercise machine would be suitable for my health problems I settled on purchasing a recumbent bike because it is supposed to be low impact, no joint pain.
Very disappointed to say that after two hours of putting this bike together, we may as well have not bothered because it is just li...ke riding an exercise bike with a chair instead of a saddle and all the pressure went through my knees which I was trying to avoid. The seat does not go back far enough, is not height adjustable, just leg length adjustable. The pedal crank arms 170mm, are too long making a huge circumference bringing your knees right up high and the pedals are in the middle of the fly wheel and should be further away (go look at a true recumbent bike used on the road to see where the pedals sit and how close to the wheel they are). It didn't matter what setting I tried, my knees still ended above the 90 degree angle allowable for my condition, rendering the bike useless for me. It was an excruciating experience and I was in hours of pain after trying to 'get it right'.
Poor customer service
I was told by their customer service that my PoliPay payment did not got through, although both my bank and the Gym And Fitness website said it had worked.
I provided evidence that it had worked and asked for them to confirm they were going to dispatch the items.
Over 100 hours later I still have not heard back from them.
That leaves me thinking it's one of two options. Either:
*It's a scam; or
*The customer service is deplorable....
Awful communication in regards to delivery
I ordered a power rack, bench and about 150kg of weights. Spending upwards of $1500. I noted on the purchase and immediately sent an email stating that I could only be home to review the goods on any Friday. The order was placed on a weekend so I didn't expect anything back until Monday.
On the Monday I received an email saying they were out of stock on the bench I ordered and was upgraded to a better one, which was brilliant. But no mention of my request for a Friday delivery. I replied to the email reiterating the delivery status to which I ...received an email saying - "We will be the one organizing the delivery of the item and it depends on the carrier." To which I replied asking for the couriers details so I could contact them. The next email I received was on a Wednesday, saying it was on a truck and on its way to my house. Luckily this email had the couriers details and I was able to call them immediately and organise the delivery through them.
Overall Great Experience
I have a business where I have used G&F on a number of occasions. Although there have been some hiccups and miscommunications G&F have dealt with it in a personable and professional way. Any company that does this will continue to have my business. There are always things that can pop up in business and the way that G&F have dealt with it has been fantastic.
on a workout bench by $70 and refused to refund the difference by Matthew a manager at gym and fitness, I have proof which I will be taking to Department of Fair Trading
Samsung put a lot of code into their screenshots making it easy 4 Department of Fair Trading to see it was taken minutes before my purchase
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Questions & Answers
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).
Matt G.Gym and Fitness
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.
Matt- Gym and Fitness
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.
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