Fitness Superstore - Chelmsford Reviews 

Exceptionally poor experience – THREE treadmills, repeated faults and now being ignored

I would strongly advise anyone considering buying an expensive treadmill from Fitness Superstore to think very carefully before doing so.

My experience has now become completely unacceptable. I am currently on my third treadmill, following a long history of faults, replacements, engineer visits, installation problems and repeated days taken off work.

Following the problems with the previous treadmill, Fitness Superstore upgraded me to the Matrix TF50 as part of their attempt to resolve the situation. I appreciated that gesture at the time and genuinely hoped that moving me to the TF50 would finally draw a line under what had already been an extremely frustrating experience.

Unfortunately, it hasn’t.

Across this whole process I have already had to take five days off work to accommodate deliveries, installations and engineer visits. Resolving this latest issue is now potentially going to require a sixth day off work.

The installation experience has also been extremely poor. Fitness Superstore use a third-party company to install the machines and, on the first two occasions, the installers appeared to have very limited knowledge of how to correctly set them up. They had to use the installation guides while on site and, despite this, significant mistakes were still made.

To be fair, the third installation, which was carried out by Fitness Superstore’s own team, was considerably more professional. However, even this resulted in another wasted day because on their first attempt to deliver the machine only two people were sent and they were unable to complete the delivery. Another visit therefore had to be arranged and yet another day taken off work.

Following the previous catalogue of problems, Fitness Superstore also provided £250 compensation. Again, I accepted this in good faith and hoped the matter was finally resolved.

I have now had the replacement Matrix TF50 for only around 4–5 weeks, approximately two weeks of which I was away on holiday, and it has already developed another potential fault — a significant banging/knocking noise when running under certain conditions.

What has now turned my disappointment into complete frustration is Fitness Superstore’s response — there hasn’t been one.

I reported the latest issue promptly. Fitness Superstore have now been aware of it for four clear working days and have not even had the courtesy to acknowledge my email.

For a company selling premium fitness equipment costing thousands of pounds, I find this level of after-sales service exceptionally poor.

Despite everything that has happened, I was still willing to work constructively with Fitness Superstore to investigate this latest issue and find a reasonable solution. Their decision to simply ignore my complaint has now changed my position.

I will now be requesting a full refund and collection of the treadmill, together with appropriate compensation for the additional time I am being forced to take away from work as a result of this continuing situation.

If Fitness Superstore fail to provide a satisfactory response within seven working days, I will consider the appropriate legal and consumer remedies available to me.

At some point enough has to be enough.

Three treadmills. Multiple faults. Multiple engineer/delivery visits. Installation errors. Five days already taken off work, with a sixth potentially required. £250 compensation for the previous problems. A replacement/upgraded Matrix TF50 developing another potential fault after only a few weeks of actual use — and now four clear working days without even an acknowledgement of my complaint.

I have serious concerns about the reliability of the Matrix treadmills I have received, but equally concerning has been the level of after-sales service from Fitness Superstore when things go wrong.

When you spend this sort of money on premium fitness equipment, you don’t just expect a quality product — you expect the retailer to stand behind it when there is a problem.

Based on my experience, I cannot recommend Fitness Superstore and would urge prospective customers to think very carefully before making a significant purchase from them.

Ryan was great today, lot more to benches than I thought.

Thank you for the help in store. We've been in a few times now, always happy with the level of service from the staff

James and the guys always help with my orders however big or small

The guys in store are super helpful. Ideal to be local and see a place like this.

Helpful and friendly. They held a sale price for us until we were ready to purchase and we are very happy with the speedy, helpful service.

Very knowledgeable about all the different range of Treadmills. We appreciated the honest opinion during our visit. Good friendly staff not pushy either- would recommend a visit- so many different products on show.

We recently purchased an elliptical trainer from James at the Chelmsford location. We were very pleased with the service. James was professional, courteous and gave us some really valuable advice. The machine was delivered on time and works perfectly. We will definitely be back.

Ryan at the Chelmsford store is always very welcoming, knowledgeable and helpful. In addition, Lee and Dean, the equipment installers were respectful, competent and highly efficient - a complicated multigym and a treadmill were installed in under 2.5 hours!

Brilliant you can actually go into the store and try the equipment. It was very important to get the equipment suitable to your size and feel the
Equipment working. Fantastic you can go into store. They also assemble the equipment for a price which is a huge help. Thank you Ryan for your help today

Great purchase at a very decent price. Salesman was very knowledgeable which helped a lot

James was extremely knowledgable and didn't try to sell us the most expensive pieces of equipment.

Very friendly staff, extremely helpful and very knowledgable with their products. We really appreciated the information regarding the finance option from James. G. Kind regards.

Good experience no hard sell and on hand to answer any questions. I’d recommend anyone looking for gym equipment to try them out

Friendly and informative staff. Willing to provide key advise without the heavy sales pitch. Gave us time to look around at our leisure and try out the equipment without fuss.

Excellent customer service

Good choice of equipment.
Ryan was extremely helpful, unbiased, knowledgeable, and assisted us with our purchase.

We visited the Chelmsford store today to explore a multi fitness cable home gym. Great store where you can see and feel the equipment. James was great and explained options for our fitness preferences and budget. Comparisons were provided with demonstrations of the equipment. Great service from James Gibson would highly recommend. Can’t wait for our delivery.