One of the worst returns experiences I’ve ever had. Took well over a month of repeated chasing to get my money back. Two stars as clothing is typically of decent quality but unless you are confide... See more
Company replied
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See what reviewers are saying
Quality of the product for the price is exceptional and well fitting, I have purchased several items. As with many prior reviews exchanging the product can be a little troublesome but once you know yo... See more
I've used machine fitness for years and never had an issue with quality or price. Brilliant contender for the larger companies though still competitive pricing and good quality gear. I remember years... See more
Order was of poor quality and didn't fit well. Sent back order, which wasn't refunded but they gave me a gift voucher to use. Nothing good came up in stock, so decided to use it recently on one of the... See more
Company replied
Company details
Written by the company
Machine Fitness create performance led activewear. We are committed to creating technically innovative products, designed with a focus on versatility and durability. Built for the modern athlete. Each piece is developed to be functional for all types of training, indoor and outdoor.
Contact info
United Kingdom
- contactus@machine-fitness.com
- machinefitness.com
2.8
Average
212 reviews
No history of asking for reviews
This company hasn't invited their customers, so reviews may not be representative
Replied to 100% of negative reviews
Typically replies within 24 hours
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Great hoodie
Bought the hoodie as a Christmas present and it is perfect. Great quality
January 2, 2021
my wife loved the leggings
my wife loved the leggings! She wears them all the time now!
December 28, 2020
great purchase
December 15, 2020
H Still waiting on a refund on…
H Still waiting on a refund on order44075 been waiting 2months now can some people refund be please as items did not fit,
December 13, 2020
Unprompted review
Reply from Machine Fitness®
Hi Richard
Thanks for your review and I am disappointed to hear you have had a problem with your return. If you could please contact us at contactus@machine-fitness.com with your order number, tracking for return and the items that were returned and we can investigate this for you.
Have a great weekend
Kind Regards
Customer Retention Team
Machine Fitness
Item was returned as didn't fit
Item was returned as didn't fit, but the parcel was taken to the royal mail depot when royal mail couldn't deliver to the returns address. It has still not been collected from the depot (2 weeks later) and Machine fitness aren't responding to emails. Waiting now for royal mail to return the item to me. Very shoddy customer service
December 12, 2020
Reply from Machine Fitness®
** Update 14/12/20**
Our customer service team are in conversation with Jo. Unfortuantely We did not have a card left for the return, which is why it was not collected. Jo has provided the tracking for the return and our returns team will collect the parel and process as per our returns policy.
--------------------------
Hi Jo
Thanks for your review and I am disappointed to hear you have had a problem with your return. I have tried to search our email with your but cannot see any emails regarding a return. If you could please contact us at contactus@machine-fitness.com with your order number, tracking for return and the items that were returned and we can investigate this for you.
Have a great weekend
Kind Regards
Customer Retention Team
Machine Fitness
Scam + Stolen Goods w/Revised Timeline
Massively disappointed.
This company have stolen my money from me as I returned a faulty product (to which I have email evidence and pictures proof) and have no received anything back, not a refund, exchange oreven much communication. This has been an issue for well over 6 months now and during these Covid times, I could've really used that money back.
Twice they started to adhere to my complaints and need for a refund, but as soon as I stated that I had a faulty product, they ghosted me.
Again I have proof of all of this, with proof of them receiving my product return, as signed by them.
I would not buy from here and would encourage that no one falls for the same scam.
Edit: This has been flagged to be removed, but I have full proof of every email, Reference Number, and Lack of interaction from Machine Fitness - So I will be reposting this if I hear nothing back
Edit 2: 5 days later and no response
Edit 3: The Email was sent on the 14th December @ 13:25 Titled 'Trustpilot - Returned item'.
Edit 4: 6th Jan and still no response
Here are the contents
Hello,
In response to my trust pilot review (in which you stated you hadn't seen my email, which I know isn't true), here are my order details from MONTHS ago.
Returned Product - Signature Fitted Tapered Bottoms (BLACK)
Order Number - #42940
Return Details:
Reference Number - 0210 1B1C 0562 4C3A
--
Kind Regards,
Finn Steege-McDougall
and can provide image evidence upon request
Edit 5: 3 Years later and nothing... Machine fitness? more like machine pooness
December 13, 2020
Reply from Machine Fitness®
19/12/20
Depsite replying and Finn updating his review, we have no contact from Finn regarding this review.
** Review reported due to words used, Trust pilot is not something we use regularly and sell to over 10,000 thousands of customers who are happy with our products, service and keep returning **
Hi Finn
Thanks for your review and I am disappointed to hear you have had a problem with your return. I have tried to search our email with your but cannot see any emails regarding a return. If you could please contact us at contactus@machine-fitness.com with your order number, tracking for return and the items that were returned and we can investigate this for you.
Kind Regards
Customer Retention Team
Machine Fitness
Excellent service
Great clothes, fast delivery & brilliant customer service. I’ve bought from Machine Fitness many times & keep coming back because they are excellent.
November 27, 2020
VG product but...
VG product but a bit of a wait for it to arrive. When I contacted the company my first email was answered very quickly, albeit vaguely, but my second email was ignored. Company say that both emails were responded to but I'm not sure who the second one was sent to as it sure wasn't me. (I keep all emails sent and received for a rolling 12-month period.)
Their reply suggests that "both emails were replied to". This is simply untrue.
November 18, 2020
Reply from Machine Fitness®
Hi Richard
Hope you are well
We are pleased to hear you are happy with the product, I have checked the emails and can see that both emails were replied to and responded to within 24 hours. We hope you enjoy your products and look forward to hearing more positive feedback on our products in the future.
Have a great week!
Kind Regards
Customer Service Team
Machine Fitness
Great quality but no real customer support
I was really looking forward to receiving the package. When I finally got it, I was astonished by the quality of the products but, unfortunately, one shirt wasn't sent in the correct size. This is what I guess because the label had been cut off. I ordered the same shirt in different colours and only one was proper fit but the other one was way bigger. I tried to get in contact with machine fitness via their homepage, email and instagram but they never answered. Sadly, sending the shirt back would've been as expensive as shipping so I am stuck with a t shirt that doesn't fit and might not be new because of the missing label.
I would've wished to solve the problem with machine fitness but the customer support never answered in any way.
November 15, 2020
Reply from Machine Fitness®
Hi M Becker
Hope you are well, we are sad to hear you are unhappy with your service. I have searched our systems and can see your email regarding this issue, Instagram is not something we use for customer service as we get thousands of unrelated messages on that platform, please check your spam. Our team replied to you letting you know the size on the packet indicated the correct size via email and that the item is new. Unfortunately, we do not offer free returns worldwide shipping and you are more than welcome to return it for an exchange or a refund. If you would still like to reach out to us, please contact us via contactus@machine-fitness.com and it would be greatly appreciated if you would update or remove the review as a result of this as you are clearly very happy with the shipping and the quality of our products.
Kind Regards
Customer Service
Machine Fitness
Excellent quality and fit.
The gear is excellent quality, as always and fit is spot on.
My only gripe was the time taken between order and dispatch date. Although in these pandemic times its understandable.
November 11, 2020
Super quick service and a great fit!
October 18, 2020
Sexy fit and so comfortable
I absolutely love your sweatpants and sweatshirts, the fit, the detail in the cut, the material, how it feels against my skin, it's all just perfect! I have bought the same items from many other comparable fitness apparel brands and none compare to Machine Fitness. It is obvious that this is a detail-oriented company. I feel proud to see the logo on my sweatshirts and sweatpants, which are by far the sexiest looking and make me feel great wearing them.
October 17, 2020
Good Products, Bad Customer Service, 3 weeks and still no refund
Bought a few items from Machine Fitness, and while I think the products are very good, the customer service is not. I bought some items on the 23/8, however, 3 items did not fit. I posted them on the 26/8 for a refund. Today is the 18/9 and I still have not had a refund, and have sent 2 emails this week which has both been ignored. This is not good enough
September 18, 2020
Reply from Machine Fitness®
Hi Jim
Thanks for your review and I am disappointed to hear you have had a problem with your return, but pleased to hear you like the products and are happy with them. I have tried to search our email with the name "Jim" but cannot see any emails regarding a return. If you could please contact us at contactus@machine-fitness.com with your order number, tracking for return and the items that were returned and we can investigate this for you.
Have a great weekend
Kind Regards
Customer Retention Team
Machine Fitness
Great products
Whole order Was wrong (5 items) - I initially based my first review on my bad previous experience but now this is my edited review. The company appear to have improved their customer service. They replaced the order with correct items and refunded me the postage costs. The capped sleeve T-shirt’s all We’re a great flattering fit, lovely fabric and washed really well.
September 7, 2020
Unprompted review
Reply from Machine Fitness®
Hi Sarah
Hope you are well,
I am sorry to hear you have received the wrong items, we will happily resolve this for you. If you can please follow the instructions via our returns page here https://machinefitness.com/pages/returns and we will refund our standard postage which will more than cover the cost of returning them for you.
I am disappointed to see you have already left a one-star review before even giving us a chance to respond to your email and fix this problem for you. It would be greatly appreciated if you would remove the review as mistakes happen and we understand it is frustrating but we will fix this at no cost to yourself and get you the correct items.
The customer emailed Machine Fitness at 18:34 and Machine Fitness replied at 19:00 on the 7/9/20
Kind Regards
Customer Service Team
Machine Fitness
Reply from Machine Fitness®
Hi Klant
Thank you, that's great to hear! If there is anything else we can help you with or if you require assistance with future orders, just let our team know #MachineFitness
Kind Regards,
Machine Fitness
Great product, poor service
I ordered 2 items and estimated delivery was 2-3 days, a week later after no update on dispatch. I attempted to contact customer services to see when I could expect delivery, no response so waited another couple of days and tried to contact them again and still no reply, payment had been collected within 2 days of order being placed but still no sign of items or email to say they had been dispatched. After 2 weeks received an automated email saying had been dispatched with no explanation of delay and still no response from "customer service"
I will buy from them again as I have bought many items over years and quality is great, but I won't expect it to arrive quickly
August 12, 2020
Unprompted review
Reply from Machine Fitness®
Hi Gavin
Hope you are well and thank you for your review, I have searched our systems and cannot see any emails from you regarding your order, unfortunately. I can see that your order has been received by you and we are pleased to hear that the quality of items is great and you enjoy them. We only apologize as we are working our best to work throughout the issues and restrictions for Covid-19 in Greater Manchester specifically. This has had a knock-on effect to our shipping and 24 email response times. Once again I can only apologize for the delays you have experienced and as I know you are aware shipping and customer service is 99.9% of the time absolutely spot on and we will take you feedback onboard and adhere to improve as a result during the restrictions.
Hopefully, you will review the 2 stars and update it based on your experiences from our brand in the past and the products that you enjoy using which are fantastic quality to help us improve our Trust pilot score and let people see your experiences have been positive.
I will also reach out to you via email.
Kind Regards
Customer Service
Machine Fitness
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