Fitshop UK - Glasgow Store Avis 44

Visited the Glasgow store.
Craig was really helpful when selecting the equipment i needed.

The process was quick and straightforward!

I had a problem with our cross trainer, and needed a replacement of one component... Fitshop provided it immediately, free of charge, and free postage. I fitted it and we're back up and running again! Excellent customer service, very pleased. Many thanks to Fitshop, JK.

2 x 16 kg kettlebells ordered and arrived promptly. Good product.

Erin was super helpful too.

Attended the Glasgow store and had great help buying new kettle bells. If I had bought on line without trying the kettle bells I think I would have bought the wrong weight. Staff were friendly and knowledgeable. I would recommend a visit to the store if you’re going to buy any new sports equipment. Lewis and Leon were helpful and friendly.

We bought an exercise bike from Fitshop but it developed a fault. Alisha from Fitshop did an excellent job of arranging for the bike to be collected from our home so it could be assessed. She then arranged for a replacement bike (not the same spec, unfortunately), get it delivered and arranged for a refund for the difference in price. Very good communication throughout. Excellent customer service.

I purchased the Taurus MS3 Pro Smith & Half Rack for £674.10. Here is exactly what happened:

**8th April 2026** — Machine delivered with both boxes severely crushed, torn open, and loose components scattered outside the packaging. I emailed Fitshop with photographs within minutes of delivery.

**8th April 2026** — Fitshop replied asking me to send photographs. I had already attached them in my first email. It was clear nobody had actually read what I sent.

**9th April 2026** — I sent a second detailed email, formally documenting the missing carriage/slide assembly — the core component that makes a Smith machine functional — plus dents and scratches across multiple panels. I included photographs, a parts description, and four specific questions requiring answers.

**9th April 2026** — Fitshop replied asking me to inspect the parts for damage. A copy-paste generic response that completely ignored every specific point, every question, and every piece of evidence I had submitted. It was as if my email had never been read.

**10th April 2026** — I sent a third email expressing my frustration at being asked to repeat myself. I received no meaningful response.

**Multiple emails ignored or met with generic responses** — across four emails I provided photographs, video evidence, part descriptions, and formal written requests for resolution. Each time I was met with either silence or a templated reply that showed zero engagement with the actual content of my complaint. It felt like an automated system rather than a human being dealing with a genuine customer problem.

**13th April 2026** — Only after threatening escalation to Trading Standards and my payment provider did Fitshop finally engage properly. They offered a 25% partial refund of £168.53 for the cosmetic damage and confirmed the missing parts would be sourced and dispatched. I accepted.

**2nd May 2026** — The missing parts have still not been dispatched. The machine remains completely unusable nearly four weeks after delivery. No tracking number. No update. No communication.

The 25% refund and eventual engagement is the only reason this is not one star. But I paid £674.10 for a machine I cannot use. The carriage assembly that allows the bar to travel on the Smith machine rails is missing, and despite written confirmation that parts would be sent, nothing has arrived and nobody has been in touch.

If you are considering buying from Fitshop — be aware that if anything goes wrong, you will need to fight hard and repeatedly for even a basic response. Your emails will be ignored, your evidence dismissed, and your patience tested to its absolute limit.

UPDATE 5th May 2026 — Parts still not received. See reply to Fitshop's response below.

UPDATE 5th May 2026 — Fitshop have replied publicly below. I would like to address their response: they admit asking me to repeat information I had already provided. They claim my emails were never ignored, yet it took four emails and an escalation threat before any meaningful action was taken. They also state parts have been 'raised for dispatch' — as of today I have still received no tracking number and no parts. I will update this review again when they arrive."

A good choice of products, an easy to use website with all relevant information clearly displayed to help with choice. Prices competitive and a good delivery service.
Recommended, would buy again.

Really good selection of products and my order was dealt with very quickly and delivery was speedy.
Delighted with service and prompt attention.

Excellent advice and service.
Melina helped us to chose the best bike for us, she was available, efficient and kind.

Good website, easy to order and quick delivery.

First class service and have so far responded very quickly to any concerns I had around my purchase.
Just now looking forward to getting my Tread when it finally comes into stock

Spoke with Melina today, and found her to be great on information, and helped me on exactly what I was looking for. keeping up the great work.

Nathan (in the Glasgow dept) went the extra mile with my order issue. He basically took over as the main point of contact with the courier company, kept me up to speed with the arrangements and even saw to it that I was given a complementary gift for the delay. A good guy all round...!

Excellent customer service and products are great and well priced.

I purchased a Joola J500A Outdoor Table Tennis Table from Fitshop that arrived 1 week after I placed the order.
The table was delivered and there were no signs of damage to the outer packaging.
I assembled the table a couple of days after it had been delivered and found 1 corner of the table had been damaged in transit and the aluminium is bent upwards so the net won't sit flat on the table.
In addition to this the whole surface of the table is covered with what looks like water marks that won't wipe of with a damp cloth.
I contacted Fitshop customer service the following day to advise them of the damage and sent photos of the damage and marking on the table.
I didn't hear anything for 4 days so called customer service to find out if they had received my email, which they said they hadn't despite me sending a separate email without the photos in case the email size was too large with the photos.
I resent the email with the photos whilst I had customer service on the phone and oddly the email arrived straight away !!
I received an email from them asking me to repack the table in the original packaging, or if this wasn't available it could be repacked in bin liners !!
I emailed to ask if they had spare outer packaging to avoid further damage and 4 days later and 2 emails I'm still waiting for a response.
Fitshop seemed responsive when they received my initial order but extremely poor customer service is letting them down.
On my experience I'd recommend looking elsewhere and purchase from a company who would hopefully give better customer service if the products are damaged in transit.

No advance notice of delivery date or time received.

helpful via email on first enquiry, good suggestions made. In store Lewis was welcoming, not pushy, listened to what I said.

When there was a delivery problem (courier) the store were very helpful in sorting it out.

We had an issue with our waterrower rowing machine that was at least 8 years old , we went into the Glasgow store and Lewis was extremely helpful and managed to fix the issue we were having.
Considering how old the machine was he was more than helpful.
Good after sales service
Well done Lewis.

Given a quick and polite reply to my request with all the information that i requested regards cost, stock availability and delivery from NATHAN and any follow up data that was needed

Terrible company, placed an order in November as a Xmas present.
Still haven’t got it.
Delivery company blamed, by them, yet after many reports, they still have refunded or replaced.
Stacey helped for a second, until she couldn’t. Now I’ve had to pay for legal action just to get a refund or the device. I wouldn’t trust them again, nor their company Arrow XL who they use.
Who told me I needed to sign, and each Saturday i waited (which they advised) and never arrived.