Name: Gym Direct
Address: 23-25, Mangrove Lane, 23-25, Mangrove Lane, Taren Point
Rating: 4.41

“Part of my order still hasn't arrived after almost 4 weeks”

Posted 3 years ago

Hi Ryan. Thank you for your review and rating of our customer service! I'm sorry to hear that part of your order hasn't arrived yet, please let me know which items are still missing so we can investigate this further. I hope the rest of your experience with Gym Direct has been a pleasant one!

Posted 3 years ago

“Organisation skills need improving. Leaving it up to customers to querie if items have been sent, prompting you to apologise, say it was sent 3 days prior, then email the incorrect shipping information is frustrating. Especially when you message them saying the links don't work to track your order, and they reply with 'it takes 2 days for the tracking number to become active' when in the previous email, they told you it was sent 3 days ago. Then you querie again and it takes them 2 days to finally get back to you. I understand, it's a small team, and they are under pressure, believe me, i get it, however, when it's 3 things in a row when dealing with the customer service side of things, it damages the company, and leaves a customer not wanting to have future dealings with said company. I'm annoyed, sorry gymdirect, but i don't know if i'll be tapping you on the shoulder for future gym fitouts and purchasing of equipment :(”

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Posted 3 years ago

“Don’t know why you would be asking for a review when I still haven’t taken delivery yet!”

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Posted 3 years ago

“I wasn't really happy, my 5kg weight looks like it has a chunk of rubber taken out of it and the coating used to spay the product for shipping has stained my workout matt.”

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Posted 3 years ago

“I received there wrong plates. The incorrect ones were picked up from your courier within 48hrs but I am still awaiting the correct ones 😕”

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Posted 3 years ago

“I’ve brought from you guys a few times now but now sadly been waiting over a month for a Father’s Day present to arrive... and hardly any contact about delivering nor any updates.”

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Posted 3 years ago

“I haven’t received the product yet Order 90780”

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Posted 3 years ago

Hi Don, I've just double checked your order and your item was on Pre-order, and was dispatched upon becoming back in stock on the 3rd of September - expected for delivery by the 7th. Unfortunately, Australia Post is currently experiencing pretty severe delays as there has been an outbreak of Covid at a few of their major Depots in Sydney. This is completely out of our hands but we have submitted a formal request for all tracking information to be updated to accurately reflect these delays. We deeply apologize on their behalf for the inconvenience and we will keep you in the loop.

Posted 3 years ago

“Still waiting on the product to arrive, items were purchase on the 23rd of August and it's now the 13th Sept. No communication of when it will be arriving since the 3rd of Sept.”

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Posted 3 years ago

Hi Huong, from what I can see on our back end you Pre-Ordered a pair of dumbbells from us. These dumbbells did not become available for shipment until the 3rd of September, hence the pre-order. Upon dispatch, we were informed by Australia Post, of which was used to ship the dumbbells to you, that they were experiencing mass delays as a result of a covid-19 outbreak in a few of their depots. This is very much out of our control, but we can assure you we can filed a formal request for your tracking data to be updated to reflect the accurate status of your items and when you can expect them. We deeply apologize on their behalf!

Posted 3 years ago

“A week and a half passed between putting an order in and having it processed. In that time an item I wanted became unavailable, and had to take a substitute. The website all this time continued to show stock as 'Available'. Another few days passed after that before the items were shipped out. Initial order mid-August, still waiting mid-September.”

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Posted 3 years ago

Hi there, we deeply apologise for any inconveniences caused. Could you please provide your name and order number so we can investigate this matter further? There's not much we can work from based on the contents of this review! Thankyou.

Posted 3 years ago

“I still haven’t got my weights after 3 weeks when you are 30 minutes away from my house. I ordered some stuff from Perth which came in 3 days. Both from aus post”

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Posted 3 years ago

Hi there, without any contact or order information there isn't much for us to work off based on this review. Could you please get in touch so we can investigate this further for you? We want to make this right.

Posted 3 years ago

“I am still waiting on 2 of the items I ordered over 2 weeks ago very disappointed they have taken so long to come especially when I’m from Melbourne and they were sent to Sydney and they have now been in Sydney for over a week and have been delayed twice already. This will really impact if I order from you again or not.”

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Posted 3 years ago

We are sorry to hear that your order is taking longer than expected. We're working on getting it out the door as soon as possible and we'll be in touch with you to make sure everything goes smoothly.

Posted 3 years ago

“I understand times are hard at the moment, but I suggest you reconsider click and collect. I live around the corner and could have picked up my order as soon as it was ready. Instead I ordered on the 10th of August and still haven’t received my items. Most stores offer click and collect at this current time, maybe reconsider this option.”

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Posted 3 years ago

Hi there, thank you for this feedback. We are indeed looking to reinstate Click & Collect for our customers. The reason why we turned it off is that logistically we were not initially equipped to safely handle the foot traffic in the midst of the pandemic and lockdown in Sydney. We have been actively actioning this and are seriously looking at opening back up for Click & Collect shortly. We will keep you posted via email when this happens! Thankyou for your review and have a great day.

Posted 3 years ago

“Absolute rubbish quality, the rubber is already falling off, the hole is indented and not even a snug fit. sent an email to the gym direct team 4 days ago still no reply. Don't recommend it at all.”

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Posted 3 years ago

Hi there, I believe our team leader Sam has reached out to you to discuss this matter in detail - if you require any further assistance, or have any other questions, please do not hesitate to reach out.

Posted 3 years ago

“I was fine with the wait But when I received the dumbells the clamps are to big and unusable. I’ve been emailing for about a week if not more now about being sent new clamps and haven’t really got a response I was looking for, otherwise using only one dumbell is good, would just like to use the other one”

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Posted 3 years ago

Hi Thomas, we deeply apologise for the delay in correspondence. A member of our sales team will be reaching out to you today to discuss this matter further.

Posted 3 years ago

“Product seems not as described. Understandable shipping delays, but it’s would’ve been nice to be prewarned”

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Posted 3 years ago

Hi Brae, we understand your frustration, however we can assure you out goal is not to just take your money. We take customer satisfaction very seriously and I've looked into this case further to ensure we didn't miss anything. The product listing states very clearly that the size/thickness of the weight plates will affect the storage capacity available - meaning, as the example images on the listing show, the side with two pegs is suitable for the larger plates, and the other side is suitable for the smaller pegs, as well as the middle. This is intentionally designed for optimum weight distribution across the storage rack. It's taking into account the plate sizing as well. If you'd like, we can organize to send you a personalised video outlining how to best use this product to ensure your plates are stored correctly. If there is anything we can do outside of this, please let us know and we will try our absolute best to help you. In the meantime, we will make the listing a little clearer - so we thank you for highlighting this as a potential source of confusion for future customers. All the best, Gym Direct

Posted 3 years ago

“You delivered the package on the wrong day and forgot to include the screws to put it all together. I certainly hope the screws will be in the mail today!”

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Posted 3 years ago

Hi Jorg, we take customer satisfaction very seriously here and can assure you that in future, we will be able to help you much, much sooner after getting in touch via phone or email than we can after being able to sort, find and read a review. I have attempted to search for correspondence from you in our system but haven't been able to find any! If you could please get in touch ASAP we can collaborate with you to ensure your needs and expectations are met. Thankyou.

Posted 3 years ago

“Unable to say how it went as I have only received half my shipment”

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Posted 3 years ago

Hey Tony, as stated on your shipping confirmation some orders are sent as split shipments depending on the order size and weight - we do this to ensure your shipping costs are as low as possible with long or heavy items! Thankyou for your patience.

Posted 3 years ago

“I'm still waiting for delivery. 1 of the 2 dumbells delivered. The plate weights came after the first dumb bell. Products are fine but hard to get any interaction with what's happening. Not sure if i will get my last dumbbell?”

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Posted 3 years ago

Hey Andrew, I can see in our system Chris has replied to all of your queries regarding this order and has outlined that Australia post has split the shipment due to the item weight (a new procedure they've undertaken due to Covid depending on item size and weight). This was also outlined in your shipping/order confirmation. Apologies for the delay, but rest assured, as outlined in Chris' email to you, the items should be delivered either this afternoon or tomorrow. Thanks.

Posted 3 years ago

“The order was delayed, which due to covid I understood. The delivery company they used sent it in two separate batches, which meant I received them 5 days apart from eachother. The plates were fine, but the kettlebell arrive damage and I have spent the last three days trying to contact the support team to make a resolution to getting a brand new product damaged. Still waiting on a response in dealing with this. Not a happy customer”

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Posted 3 years ago

Hi Sean, thanks for your review and sorry to hear about the experience you had with us. We are looking into this right now and will be in touch with some solutions. We take feedback very seriously and we're going to look into what happened with your order to see if there's anything we can do.

Posted 3 years ago

“Equipment and products are fine, they shipped separately which is whatever but they also forgot stuff & when I emailed some contact was made but I've got no idea what is to come ? my extra weight and clips may come.. I don't no but I will be following up. I've got stuff from GD before and it was fine which I will change my review once its cleared up.”

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Posted 3 years ago

Thank you for your feedback Julius. We're sorry to hear that we didn't meet your expectations and would like to work with you on this review. Our courier partners have made major changes to the way they deliver items for us - this includes split shipments. For more information please get in touch and our customer service team will be happy to assist in clearing this up for you!

Posted 3 years ago

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 82%
Accurate And Undamaged Orders	95%
Customer Service
Communication Channels	Email, Telephone, Live Chat
Queries Resolved In	Under An Hour
Customer Service	4.6 out of 5

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