We needed a power cable replacement for our JLL CT600 Pro Elliptical Cross Trainer, and customer service always responded to our messages quickly (either on the same day or the next day). We think... See more
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Review summary
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Great communications and help fixing complex issues to do with a cross trainer I purchased in 2021. Very professional, engaged and knowledgeable staff. Excellent experience all round. And the cross... See more
Company replied
I have a recumbent exercise bike, and was having a lot of noise from the machine. But, with a pedal needing replacement. I ordered the appropriate right side pedal on line, with easy. But, when my rep... See more
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Arrived quickly. Unpacked and at first looked complicated, but instructions were very clear and all parts numbered. I'm a 76 yr woman and easily able to put it together. Now used it for a week, and... See more
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Company details
Written by the company
JLL Fitness LTD is a Birmingham based supplier of Fitness equipment. We like to focus on the quality of our products and offer great value for money when it comes to our folding treadmills, commercial running machines, exercise bikes and fitness equipment. We believe here at JLL that we have found the winning formula for customer satisfaction by combining excellent products with outstanding service. It is this formula that gives us the confidence to know that millions of our customers all around the world are enjoying our fitness products and are now on their way to improving their health and fitness. At JLL our mission is to provide the very best in both home and commercial treadmills, exercise bikes, and fitness equipment. We like to think we have the edge on our competitors, the reason why is simple. We have launched some of the most revolutionary fitness equipment on the market today. We use only the strongest materials, the latest technology and offer the best in customer service. But don't just take our word for it, we believe the millions of happy customers we have all around the world are testament to just how good our fitness equipment really is.
Contact info
Unit 31, Gravelly Industrial Park, B24 8HZ, Birmingham, United Kingdom
- 01213287507
- jllfitness.co.uk
3.6
Average
3K reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 83% of negative reviews
Typically replies within 2 weeks
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Great customer support!
I needed a new console for my treadmill and couldn't find anything online, I mailed the enquiries line and had an almost immediate response, providing a link to purchase a new one. I did that this morning and received confirmation that it was processed within the hour - great customer support and many thanks!
January 3, 2024
Unprompted review
Reply from JLL Fitness
Hi Brian,
Thank you for leaving us this great review.
Were happy to hear how pleased you are with service you have received.
Please contact us if you require any further assistance.
Kind regards
Rob
JLL Fitness
DO NOT RECOMMEND!
DO NOT RECOMMEND!! Average products and appalling customer service. Had my JLL bike for just over a year (so just past the mark of the warrantee). The bike has now stopped working, a testament of quality when a product can only survive just past its warranted expiration. I’ve reached out to JLL several times for customer service to please send someone out to repair, they sent me PDF instructions which didn’t help. Now they are saying they will not help and in order to take the bike to be repaired, it will cost me almost as much as the bike. The staff were rude and unhelpful and frankly I am dumbfounded but the sheer lack of customer service and well as integrity. I would highly NOT RECOMMEND JLL or their products and services. What a pity as one would think, especially in the wellness industry, there’s an element of care and compassion on their work,
Products and services.
To add shipping costs and engineer work came to a total of £278 for a bike that cost £299 18 months prior. So yes I chose not to opt for that ridiculous suggestion.
December 29, 2023
Reply from JLL Fitness
Hi Matt,
We are sorry to hear that you feel we have not offered any customer support to you and that our team were rude and unhelpful.
I can see from the emails that you reported an issue with your resistance dial jamming 18 months after the goods were purchased and received.
Our customer service team did go through some quick fixes with you however we can see that did not resolve your issue. I can see that you were asked to remove the resistance dial that is secured by a few screws in the hope a replacement dial would resolve the issue. Unfortunately your email to us on the 2nd December 2023 at 1:16pm stated you were stripping the screws on the top:
"I’ve tried to follow the steps but the screws on the resistance dial won’t come off and are stripping."
Our team followed this up by researching the issue and speaking to our in house engineer. Several solutions were offered to you on how to remove the screws once they had been stripped on the top. Unfortunately you stated none of these worked.
I can see from the email exchange that you requested for a technician to come out to help fix this for you. As per the warranty information on our website and on our products listings the bike you purchased had 12 months warranty for parts only that may have a manufacturing fault. It is not advertised with labour.
I understand upon learning this you were not happy and we apologise for this.
On December 19th at 6:44am you sent us the following message:
"I’m officially requesting that this case gets escalated to someone more senior so that a technician can be sorted before the new year. that a technician can be sorted before the new year.
"If not I’ll have to take to social media and let 3k + followers know just how sub par the service levels at JLL are."
Following on from this a senior manager contacted you and explained again the terms of the warranty and the fact it had expired 6 months prior. You were given the option to have a quote for our in house engineer along with the shipping charges. The engineer fee was £75 and the remaining cost would be for a pallet collection from your location to ours and then a pallet delivery once fixed from our warehouse to your home.
I understand from your email you have chosen not to go in that direction.
We understand from your email on December 29th 2023 at 12pm that you would like to have the engineer service for free:
"I have no urge to be horrible to anyone as I know this is not personally anyone’s fault but don’t feel, that as a customer, I am being looked after."
Unfortunately this is not something we can offer you. We have done everything we possibly could to try and help you after you stripped the head of the screw.
Should you be able to remove the resistance dial and would like a replacement then please contact our customer service team.
Kind Regards
JLL Fitness Ltd
Brilliant treadmill
Fantastic experience overall.
Bought the T350 treadmill lovely bit of kit
Had slight problem with assembly but customer service were great and they’re is a very helpful YouTube video showing how to assemble and maintain.
Would highly recommend
November 10, 2023
Unprompted review
Reply from JLL Fitness
Hi Jake,
Thank you for leaving us this great review on your item.
We are happy to hear how pleased you are with your treadmill.
Kind regards
JLL Fitness
Great Visit
I visited there showroom today and had the most pleasant experience
After some deliberation I ended up purchasing the CT200 cross trainer which is a fantastic piece of kit and I was also given a yoga mat as a free gift
Really happy with the service and couldn’t recommend highly enough
December 27, 2023
Unprompted review
Reply from JLL Fitness
Hi Lacey,
Thank you for your amazing review.
We are pleased to hear how happy you are with the service you have received.
We hope you get plenty of enjoyment from using your Yoga Mat and Crosstrainer.
Kind regards
JLL Fitness
Great products & great customer service
I’ve had my JLL Elliptical bike for over 4 years now and still works great - very durable & reliable product. I love it! I also had an amazing experience with their customer service team recently. Their response time was very quick and they were super helpful! Thanks JLL
December 19, 2023
Unprompted review
Reply from JLL Fitness
Hi Izzy,
Thank you for leaving us this great review.
We are happy to hear how pleased you are with your item and your customer service experience.
Please contact us if you require any further assistance.
Kind regards
Rob
JLL Fitness
Timely delivery and product was very…
Timely delivery and product was very easy to put together
November 20, 2023
Reply from JLL Fitness
Hi Alan,
Thank you for leaving us this great review.
We hope you enjoy using your IC350 PRO Indoor exercise bike.
Kind regards
Rob
JLL Fitness
Delivered quickly and the bike is very…
Delivered quickly and the bike is very good at low price
November 18, 2023
Reply from JLL Fitness
Hi,
Thank you for leaving us this great review.
We hope you get lots of enjoyment from your bike.
Please contact us if you require any assistance.
Kind regards
JLL Fitness
JLL team thank you- Rob, Amber and Damien
The team were very helpful at all stages of communication. The JLL cycle purchased is fabulous and worth every penny for a household.
November 17, 2023
Reply from JLL Fitness
Hi,
Thank you for leaving us this great review.
Please contact us if you require any further assistance.
Kind regards
JLL Fitness
Defective pedal-again!!
I bought the IC400PRO, which arrived earlier this week. I put the bike together following the instructions on the video (please get rid of the music!) Once the bike was set up, I did a low-impact ride and the right pedal came off. It appears that the threading is damaged. There is obviously a defect with the pedals as exactly the same thing happened with my first JLL IC400 PRO bike that I bought 3 years ago. ☹️
December 13, 2023
Unprompted review
Reply from JLL Fitness
Hi
Thank you for the feedback.
Attaching the pedal to the crank arm is step 8 of the assembly process for the user. To attach the pedal without cross threading it the threads need to be aligned correctly and the pedal needs to be turned in the correct direction. If the threads have not been aligned correctly they will rub against each other and cause the pedal to become loose and eventually it will fall off.
Unfortunately when this occurs the crank arm and the pedal will need to be replaced as the threads will now be smooth so it will not hold the counter part securely.
We do provide multiple warning labels and instructions to try and prevent users cross threading the pedal during the assembly process.
We apologise for any inconvenience caused.
Kind Regards
JLL Fitness Ltd
Very Smooth Experience
The hardest thing here was deciding which product to settle on.
From then on it was plain sailing. The order process was straightforward Delivery takes a few days, but this was a big and heavy item. The courier advised me of the delivery day, and nearer than, the actual time. Delivery was made within 5 minutes of the opening of the window.
I didn't buy the most expensive bit of kit that JLL sells, but it was still an investment. I'm really happy that the process was so smooth, and thus far, the treadmill works flawlessly.
November 13, 2023
Reply from JLL Fitness
Hi Andrew,
Thank you for providing us with this great review.
We hope you really enjoy using your treadmill.
Please contact us if you require any assistance.
Kind regards
JLL Fitness
Good piece of equipment
Good piece of equipment. Mostly pre-assembled. Video is super helpful for assembling the rest. Adjusts easily up and down so my wife can also use it at the shorter setting. Nice and quiet too. Have purchased other equipment from this company before, so I was confident in getting a good bit of UK-made kit.
November 10, 2023
Reply from JLL Fitness
Good Afternoon,
Thank you for your great review.
We hope you get plenty of enjoyment from your item.
Please contact us if you require any further assistance.
Kind regards
JLL Fitness
Value for money
Value for money, compact but not too compact. Had a small problem after putting it all together. So after emailing JLL they quickly replied with what we had to do to rectify the problem. They also asked for feedback.
November 9, 2023
Reply from JLL Fitness
Hi,
Thank you for leaving us this great review.
We are happy to hear how pleased you are with your item and the service received.
Please contact us if you require any further assistance.
Kind regards
JLL Fitness
Avoid
***many edits on this review I do apologize due to them editing they're reply to try and contradict my review unfortunately instead of contacting me directly, pure ignorance and unprofessional conduct*** Well after leaving a previous review on google and not being able to reply to they're reply which was totally inaccurate and outrageous, in actual fact I think it's very twisted to reply with such Malice and lies when you knew I couldn't correct it, in no way shape or form did I abuse anyone I was simply trying to resolve an issue with a broken item you sold us. That is it! I was then advised to repair items myself with instructions and I explained i couldn't due to ill health/mobility or not understanding the macanics of it all. Im utterly disappointed with this company avoid at all costs. Obviously there are some great reviews but if a problem with your item was to arise I truly believe you wouldn't resolve without the same attitude or issues I have had!! EDITED..... Im ever so pleased you have recordings of your calls please also send this for my agent at citizen's advice to hear, also would be fantastic if you can send me (I've asked on 3 different occasions) for your full terms and conditions for they're records. I've sent many emails with no reply. As explained on previous reviews and emails your replies are always infactual and infact very manipulative I absolutely wish you could attach a recording of our conversations here that would set the record straight. Still no resolution, still no interest to help us resolve. Still no reply via email after a month of trying to contact you, But can take the time to reply to a review that's accurate from myself. Shameful. EDITED again, it's ever so sad that this has come to a back and forth on trust piolit. It's absolutely absurd lies firstly, and second it's my husband who ordered and data protection wasn't an issue when telling me to fix the item myself? Or asking me for videos to WhatsApp. It's so disgusting. I'm not the first and I'm sure I won't be the last to come across this issue with your company with there is an issue with a faulty item, it's a very poor way of conducting a business. It's extremely confusing that you after no replies via email and blocking my number that you should mention weeks and weeks later that only the person who purchased the item can deal with you due to data protection. A polite reply to the several emails I've sent advising me of this would have been much more professional. However I don't believe that is the reason you have only mentioned that now. It's clearly to find a loophole and further try to avoid any resolution, I've wasted time and money through your company, my final response still stands avoid at all costs. Don't take my word as I wouldn't take the word of a single person, but read several other reviews here and on Google when a customer has an issue. It's a pattern. I was asked for order numbers on original contact with no issues in dealing with me due to data protection initially. Make of that what you will. FINAL EDIT AS ITS GETTING MONOTONOUS AND I WILL NOT BE BULLIED INTO GIVING IN TO YOUR NONSENSE WITH THE CONTINUED EDITED REPLY FROM YOURSELFS, I said it was absurd to the accusations of abuse...... SEE COPY OF EMAIL I SENT. .....
How absurd is this email? Abuse? I have tryed to contract you so many times this week with no resolution, I was asked on the phone to remove parts myself to see if certain areas on the item was broken, I told you politely that I wouldn't be able to do so due to health issues for one and for two I have no clue what the parts are called that you have asked me to remove and so on. It would be a struggle for me. I was then rudely told "well ask your partner to do it then" and I simply said it's not our job to fix a broken item under warranty. It's a lot of money to lose on a broken item and this is why I will seek further advice from citizens advice and so on if we can't resolve between us like participating adults.
Show quoted text
December 7, 2023
Reply from JLL Fitness
Hi Sarah,
We have asked that the person that purchased the bike contact us due to data protection guidelines.
Please ask your contact at the Citizens Advice Bureau to contact us directly along with written proof you are allowing us to share the call with them and we can certainly send it to them.
The part of the call we are referring to as abusive is the part after we have asked you if you have removed the pedal (attaching is part 4 of the assembly process).
On the call on December 7th 2023 at 10:33am you stated you did not know "how to remove a b****y pedal". You went on to shout that you should not be removing the pedal whilst we asked if the crank arm had been cross threaded. When my colleague asked you to stop raising your voice you called him an "obnoxious little ****". You then proceeded to shout f**k you at the colleague down the phone.
Three minutes after the call was terminated you phoned back and asked "where the little idiot was that you had been speaking to". You then went on to ask us to collect the "sh***y item we had sold you". The call ended with you threatening my colleague by saying that we did not know who we were messing with and that there would be dire consequences.
The above is just a screenshot of the verbal abuse you gave our advisors unfortunately the tone that was also used along with the raised voice cannot be shown in a transcript.
Cross threading on a crank arm can occur during assembly when the threads on the pedal and the crank arm are not correctly aligned. This can overtime cause the pedal to become loose and eventually fall off the crank arm. You stated that your pedal just spins.
We were trying to assist you as best we could however we do need the person that purchased the bike to contact us as warranty for any manufacturing faults is non transferrable.
All of our terms and conditions can be found on our website and are available for everyone to view.
We do not need a customers details when we are advising the to check the parts on the bike. As per the call you were demanding that we resend the bike or refund it. We cannot do either of those without speaking to the person that purchased the bike as your name and email were not linked to the purchase unfortunately.
We did email this to you on December 7th 2023 at 10:59am you did respond to this email at 11:07am the same day to say it was absurd so we understand you received the details.
Kind Regards,
JLL Fitness Ltd
Good machine
Good machine, well built meets my requirements. Bit tricky to construct, too longer than thought it would. Disappointing that so much expanded polystyrene used in the packing - landfill……..
November 4, 2023
Reply from JLL Fitness
Hi ian,
Thank you for leaving us this great review,
We are happy to hear how pleased you are with your item.
We do provide detailed videos on YouTube to assist with assembly process of our items and our customer service team are always happy to assist you if you require any further help.
In regards to the packaging this is something we will speak with to our manufacturing team.
Kind regards
JLL Fitness
Arrived earlier than I expected which…
Arrived earlier than I expected which was good. Courier polite and friendly.
November 4, 2023
Reply from JLL Fitness
Hi Mrs Spencer.
Thank you for leaving us this great review.
We hope you enjoy using your RE100 Exercise bike.
Please contact us if you require any further assistance.
Kind regards
JLL Fitness
Excellent, responsive, customer service
A well made product at a good price. Excellent, responsive, customer service that got me out of a hole when I made an assembly mistake. I will buy from them again.
November 7, 2023
Reply from JLL Fitness
Hi John,
Thank you for leaving this great review regarding your IC300 PRO.
We are happy to hear how pleased you are with your item and we hope you get plenty of enjoyment from this.
Kind regards
JLL Fitness
Poor customer service & low-quality product = JLL Fitness
My interaction with JLL Fitness has been nothing short of disappointing. Not only did the customer service fall short of expectations with slow and unhelpful responses, but the product itself ( IC300 PRO BIKE £249.99 ) also proved to be of poor quality (poor manufacturing without quality control) . This double letdown has left me questioning the overall reliability and commitment of the company to customer satisfaction.
I feel compelled to share my disappointing encounter with JLL FItness From subpar customer service to a low-quality product, my overall experience has been disheartening. Consider exploring alternatives to avoid potential frustration and dissatisfaction. Proceed with caution when dealing with JLL fitness.
December 4, 2023
Reply from JLL Fitness
Hi,
We are sorry that you feel this way regarding our item and the customer service you received.
The item arrived with slight damage to the product which we believe happened in transit and we sent out a replacement part as soon as we were made aware of this for you to fix this issue
If you require any further assistance, do not hesitate to contact us.
Kind regards
JLL Fitness
Great product at Great price
Great product at Great price. No hassle delivery. Would recommend.
November 4, 2023
Reply from JLL Fitness
Hi Steve,
Thank you for leaving us this great review.
We are happy to hear how pleased you are with your item and the delivery service and we hope you get much enjoyment from this.
Kind regards
JLL Fitness
That's how I row - JLL R200 Rowing…
I have purchased the JLL R200 Rowing Machine during the pandemic and I can say it saved my life. It does exactly what is says on the box and it is easy to store.
December 1, 2023
Unprompted review
Reply from JLL Fitness
Hi,
Thank you for leaving us this great review,
We are delighted to hear how happy you are with your rowing machine.
Kind regards
JLL Fitness
Reply from JLL Fitness
Hi Jon,
Thank you for leaving us this great review regarding your purchase of the JF150.
We hope you get plenty of enjoyment from this item.
Please contact us if you require any assistance.
Kind regards
JLL Fitness
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