Fitness Superstore — Local services in Benicia

UPDATE: (Original review below) First, they had parts and a technician to schedule a service call WITHIN 3 DAYS, pretty impressive. Then, a few days after I posted my review, the owner contacted me directly. That alone was somewhat surprising. I didn’t think anything would come of my review, maybe a posted reply from the company making an excuse for used equipment malfunctioning. Instead, Tim asked if there was something they could do to make things right again. I thought about that for a few days; I wasn’t sure they could.

This is what they did, that I would be confident that my Arc Trainer will always function properly and to make up for my inconvenience:

• Extend my warranty to 4 years from the date it was serviced last month • Reimburse me $300, the entire delivery cost of my Arc Trainer • Because I mentioned I initially wanted the optional TV but did not purchase it, they are sending me one now and paying for installation.

My view of Fitness Superstore cannot be more different from when I posted my review 3 weeks ago. They are SERIOUS about CUSTOMER SATISFACTION. I think they’re a GREAT STORE.

I researched many fitness equipment stores before making my purchase: Better Business Bureau, Yelp, Google, Trustpilot…to be an informed shopper. I found a lot of complaints at other stores, even equipment never arriving after purchase. That’s why I went with the Fitness Superstore; they had a clean slate. I know now I was right to purchase my gym equipment from them, NO REGRETS. I will DEFINITELY BUY from them AGAIN.

ORIGINAL REVIEW

THE NIGHTMARE: 40 DAYS AFTER I start using my "Remanufactored" Cybex 750A Arc Trainer, it displays "out of order". It stops working mid-workout, or won't work at all, and occasionally syncs with my heart rate monitor but is never accurate. This is the NIGHTMARE SCENARIO I was hoping to avoid by PAYING MORE for a used machine. I spend $5,000.00 on a USED ARC TRAINER and it breaks down a month later. "Remanufactured" basically means it's rebuilt, like new. If this is true, why would it break down after a month of use? THEIR RESPONSE three days after I notified the Fitness Superstore:

"Our parts and product support manager will review the problems your machine is experiencing and he'll help to determine any possible technical support or parts for replacement..." "We usually have parts out and a technician assigned within 7-14 business days, but that varies by service location and availability of appointment."

By my estimates, it will take 3 WEEKS TO FIX, almost as long as I've owned it. I could not be more disappointed; a waste of...

7/22/2019 Update So, I’ve had the equipment for a while now, and yea....I still stick by my original review. Everything is holding up well. Had a slight hiccup with the treadmill a few months back where I was getting an error code. I researched this a bit and it seems to be an issue not uncommon that can be caused by a faulty cable or a number of other issues. I contacted fitness superstore and do you think they tried to part it out to spend as little as possible? NO! They set me up with a local repair company and mail every possible part that can cause the issue to me! It was fixed in a couple days. Like I said they stand by their product and they proved that to me again! Thanks fitness-superstore!

original purchase review* I cannot say enough positive things about fitness superstore. I ended up purchasing a re-manufactured Matrix t7xi as well as new body solid brand equipment (bench, cable machine with extended weight stack and attachments, dumbbells and dumbbell rack).

Before purchasing I reached out to customer service to gain more information regarding the body solid equipment since I had never used it before. I have been lifting including body building for a longtime and would be very unhappy if the equipment is not commercial grade. Fitness superstore staff, including the CEO, contacted me almost immediately with additional information and the contact information of their body solid rep, Duane. Duane was knowledgable and extremely helpful. The whole purchasing process was excellent and they really made me feel comfortable making a very large purchase. I was confident they would stand by their product.

The shipping process had a hiccup, but this is no fault of fitness superstore. The hiccup resided 100% on the drop shipper, which in my experience, are all pretty difficult. Fitness superstore was happy to call them and yell at them for me which was very nice of them :).

All equipment came in in excellent condition. The re-manufactured t7xi looks brand new and runs like new! I was hesitant to buy remanufactured, but I’m not hesitant to do so again from fitness superstore. This piece of equipment is unbelievable. When people see it they always ask if it’s new. The body solid equipment were exactly what I was looking for. Cable machine is super smooth.

In summary, I would 100% recommend fitness superstore without hesitation. Their staff, including the ceo, are extremely responsive, knowledgable, professional, courteous, and work through any potential issues rapidly. Buy without hesitation, because this crew stands by their...

Fitness Superstore is a legit, honest company that has superior customer service. Prior to any purchases I make I do an obsessive amount of research. I was wanting a remanufactured Matrix Climbmill as I didn’t want to take the chance of buying used or refurbished and buying new wasn’t an option. Finding a company online to purchase a remanufactured piece of exercise equipment over $5500 was a huge risk and through my research I was startled to find many scam companies. I actually found more scams than I found real. My research kept me coming back to Fitness Superstore as they appeared the most legit with the best cost and customer service so I took the risk and spent over $7,500 on a remanufactured Matrix C7xi Climbmill and a Viking Rower and after all is said and done I am happy to give this company 5 stars. Were they perfect? No, there were a couple minor things along the way but any errors were quickly remedied and made up for by their stellar customer service. The minor issues included; They didn’t send the mat for the rower with the rower, instead they planned on sending it with the climbmill, however, the climbmill wasn’t scheduled to be shipped for an additional month after the rower which didn’t make sense as I wanted to use the rower immediately. 1 quick email and they quickly realized the error in that process and shipped it overnight. The climbmill arrived close to their estimate in immaculate condition, extremely well packed in a crate, seriously, no one could tell this was used except for the wheels that it rolled on to be moved, which I could care less about. The sweat tray was missing and again 1 quick message and they corrected it immediately, apologized for the error and sent it out. So, for all those obsessive researchers out there - look no further. Use this company, they are human and not perfect, but the best you will likely find and people you can trust. Through the entire process I likely sent them around 20 emails and every time they got back to me immediately answering all of my questions and concerns without a hint of irritation. It is rare to find people anymore that take pride in what they do but that is my assessment of the individuals that work there. I would use them again in a heartbeat.

Josh...