Powerhouse Fitness

Avoid this company... take your money knowing they have no stock... Website confirmed stock and delivery dates of 7-10 days... Over 2 weeks waiting had No communication from them at all so decided to call... Now told stock due in mid May! Terrible Customer service... Waiting for refund 5 - 7 days? Took my money quick enough though...

My rowing machine broke while under warranty and it took customer services 5 months to send me completely the wrong part, so the rowing machine is still unusable. I informed them and the tech services people took my information and said customer services would get back to me within 2 days, they did and asked me how I wanted to proceed. I replied to them with a number of questions and they still have not got back to me after 2 weeks. Frankly appalling service.

Absolutely horrible company to deal with once they've taken your money. Doesn't get any worse, stay away!

Received a treadmill with missing parts, delayed by two weeks (it was just sitting with XDP for delivery!).

Since then I've been calling and emailing but to no avail. Initially promised to send parts, but never arrived, then promised to collect but that hasn't happened either. They use XDP who are equally unresponsive.

I will never ever recommend this website and I will never use it again.

So I paid over a week ago, my account on there website doesn't even show the order, but they took my money. I contacted via email as the chat function is not answered, I revived no reply or update, will have to cancel at the bank and find a firm that actually send the product you buy and responses to customers gives receipts etc..

Absolutely cool site for buying weight training equipment. I was lookin for this and compared to all the other sites, they come out the cheapest. Their delivery was great as well.

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!

Bought a treadmill from here, arrived with the electric cable all twisted and bare wires showing, contacted customer service many times with no response, eventually someone replied and said they would get a manager to call me ASAP but that never happened, still waiting and I purchased it on the 19th of February, appalling

Ordered and paid for an item (last one) on Monday, was sent an email saying it was being picked then would be dispatched. Tuesday received email saying that due to a stock discrepancy' they couldn't fulfil the order and would be refunded. Waited till today (Thursday) for refund back to bank. Have just checked and apparently the item is in stock. That must have known the item was coming back into stock- could they not have asked if I wanted to delay my order for a couple of days? They've also had the cheek to keep me on their mailing list. Like I'm gonna buy anything from them again. Clowns.

Bought a cross trainer that was useless from day one being to stiff, the palava to get it changed or a refund was like begging for 8 months. Totally useless company, they take your money wonderfully then leave you and lie to you, so bad i hope they rot.

Bought a leverage bench 3 weeks ago that was missing a part. Still not received part after alot of phone calls and emails. I will never use them again.

Ordered 2 weeks ago with a 5 day delivery time, still have no order arrived. Saying this my friend who has ordered the exact same items 2 days later than myself has recieved his. The emails never get replies either and when you do on the off chance it's a generic copy paste, disgusting and absolutely pathetic excuse for a company. Will never use them again and I recommend getting your stuff somewhere else

Terrible non-existent customer service and delivery. Goods arrived late and broken - issues were not resolved.

Went into the Camberley Powerhouse store.
The sales assistant' (which is euphemism) demeanour was appalling and VERY patronising - never experienced anything like it.
Hence, I left the store after 10 minutes and went elsewhere (were I bought a plus £2000 piece of equipment instead)

I would give them no stars if possible!

Always in the past had a good experience with these guys! But last year I purchased a cross trainer for £1000 and now 7-8 months its developed a fault and they refused to get back in touch when reported now after many calls and emails I have to wait 6 months for a repair under warranty what a joke! If it hadn't happened to me I would think its a joke! So now I am sat with a £1000 worth of faulty equipment but I have to wait 6 months for a repair mind I have had no calls from the engineer so 6 months down the line could be a completely different issue to the one reported.

Joke avoid this company I will in future

Rude arrogant customer service staff and managers!

I wish I read all the bad reviews about Powerhouse fitness before ordering my treadmill. As described in other reviews I am undergoing a traumatic experience with the Powerhouse fitness online team.

I ordered an expensive Lifestyle treadmill worth £2799. A damaged treadmill was delivered on 24/04/2020. Since then I have been emailing all the team emails of powerhouse. No response yet. I have had a chance to engage with their live chat service 10 days ago. The chat person said he will ask the technical team to look into it, but still no response yet. The unused treadmill packs are now occupying the whole room. Power house has not contacted me yet for the past 3 weeks to take the damaged treadmill back.

I will never recommend this website to anyone and I will never use it again.

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!

The multiple emails and reviews that I posted resulted in Powerhouse Fitness taking responsibility for repairing the gym bike, which they did efficiently and satisfactorily. It's just a pity that the response was not immediate, but at least job done.

Faulty item with online order, sent video in as requested, but now ignoring my emails about returning the faulty item.

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.

Took my money when items out of stock. Only responded to my many emails when I involved PayPal. Took over 6 weeks to get a refund.

Order Number: WK*******
Order Items: 1 x WTWK0044 + 2 x WTOW0282

My experience of Powerhouse Fitness has been the same as many people on this site.
I ordered my equipment on 20/03/20 and the auto-response email from PHF at the time said I would be notified within 72 96 hours if there was a problem with my order and that the delivery timescale was up to 10 days. Since then I've had no communication from PHF at all.
I emailed on the 31/03/20 to ask whether the items were in stock and if not, when would they expect them to be. I had no response. I also tried to contact them by Live Chat on the website but couldn't get through.
PHF seems to have a massive problem with Communication, items not being in stock, incorrect items being sent out and partial order deliveries.
They have 9 Shops in England and their trading group has 72 stores across Europe. How can a chain of this size be so badly managed?
I was worried that they had gone bust while holding my money so I checked Companies House and found that in their last filing they had made a £867,263 loss.
This, with the likelihood that the supply chain has most likely broken down, the total lack of communication and taking money on orders that they can't fulfil makes it look like I and other customers are effectively giving PHF a free loan to get them through this bad time.
I ended up not having any faith in my order turning up, being complete in items or ever receiving any communication and so I cancelled my order.
For those people who are struggling to get a refund, just email Powerhouse Fitness and let them know you're handing it over to PayPal or your Credit Card Company if you don't receive the refund by a certain date.
They seem to actually read those emails. I did this and finally got a reply and a refund from them.
I'll never use this company again.

DO NOT BUY FROM POWERHOUSE FITNESS EVER. If i could rate zero stars I would. I certainly will not be going anywhere near this company once my order has finally been received and I receive some part refund for the terrible service this company has given.

Their communication and customer service is terrible. After ordering with a confirmed 5-10 working days delivery, I am now on working day number 16 without any communication at all from Powerhouse Fitness. Today I was suppose to receive my order, finally, a email came from DPD, but on contacting DPD to ask where my order was, they confirmed they have not yet received it from Powerhouse Fitness. No matter via email or chat I am getting no response - by turning their phone lines off and giving ridiculous wait times for a response to an email they are really doing themselves no favours. Communication is key to ensure your customers are understandin and not raging.

Still no response to my first email which was sent on the 2nd of April, depsite again more lies they get back to you within 3-5 working days... on further communication, they have now changed to 5-10 working days TO RESPOND TO AN EMAIL without informing anyone or getting back to people in that time. I have now been waiting over an hour on their live chat despite telling me it approx a 10minute wait. THIS COMPANY IS AWFUL AND AVOID AT ALL COSTS.

SLOW DONT REPLY TO MESSAGES AND PHONE CALLS ARE NEVER RETURNED AS PROMISED AVOID CROSS TRAINER FAULTY WITHIN A YEAR