Review Time
I had a consultation with Maria from Athletica, who is very experienced and extremely friendly. The conversation went very well, and she was able to answer all of my questions clearly and professionally.
Since I am based in Switzerland, I was interested in visiting their store in Germany to see whether the equipment would be suitable for me. She kindly offered to stay in touch with the team in Mainz and made sure that I would be well welcomed and properly supported there.
Overall, the customer service was excellent. Communication via email was prompt, and my questions were always answered quickly.
I am very satisfied and would give Athletica a very high rating.
First, the good part:
The pre-delivery support was quick and helpful. I had multiple questions regarding the X Five station I ordered, and all of them were answered in a timely manner.
But this is where the good part ends.
The delivery took a little over a month to Denmark. This was over the Christmas holidays, so some delays were to be expected, but more than a month seemed unreasonable.
When I opened the package, there were minor damages to the equipment and even some rust on parts of it. Considering the long wait, I decided to keep it and simply complain about the issues. The assembly was a bit of a challenge; the instructions were not very useful and left far too much unexplained. Luckily, Atletica has posted a YouTube video showing the assembly, which helped (although it is a bit fast and skips some details).
After assembly, I double-checked everything to ensure it was in accordance with the instructions and images I could find. They recommend using silicone lubricant for the machine, so I went out and bought some and applied it to the machinery. It still felt somewhat sluggish on the pullback, and after doing an exercise with substantial weight, I noticed tears in the cables. I checked that everything was in place and running correctly on the wheels, which I confirmed.
Frustrated, I contacted their chat support (there was no phone number I could find), and they informed me that the issue would be forwarded to the responsible team. After a few days, I followed up by email and again received the same response—that it would be forwarded to the responsible team. Five days later, I followed up once more and was told via chat that they would forward the message to the team.
Now it has been more than 10 days since the original complaint, and no response or solution has been received. It is very disappointing that support for equipment this expensive is so slow—if they even intend to get back to me at all.
First, the good part:The pre-delivery support was quick and helpful. I had multiple questions regarding the X Five station I ordered, and all of them were answered in a timely manner.But this is where the good part ends.The delivery took a little over a month to Denmark. This was over the Christmas holidays, so some delays were to be expected, but more than a month seemed unreasonable.When I opened the package, there were minor damages to the equipment and even some rust on parts of it. Considering the long wait, I decided to keep it and simply complain about the issues. The assembly was a bit of a challenge; the instructions were not very useful and left far too much unexplained. Luckily, Atletica has posted a YouTube video showing the assembly, which helped (although it is a bit fast and skips some details).After assembly, I double-checked everything to ensure it was in accordance with the instructions and images I could find. They recommend using silicone lubricant for the machine, so I went out and bought some and applied it to the machinery. It still felt somewhat sluggish on the pullback, and after doing an exercise with substantial weight, I noticed tears in the cables. I checked that everything was in place and running correctly on the wheels, which I confirmed.Frustrated, I contacted their chat support (there was no phone number I could find), and they informed me that the issue would be forwarded to the responsible team. After a few days, I followed up by email and again received the same response—that it would be forwarded to the responsible team. Five days later, I followed up once more and was told via chat that they would forward the message to the team.Now it has been more than 10 days since the original complaint, and no response or solution has been received. It is very disappointing that support for equipment this expensive is so slow—if they even intend to get back to me at all.
Their reward system and shipping costs are a rip off.The shipping costs to Austria are a complete mess. If your delivery weights over just 32 kg, you have to pay about 50 Euros. Also the Support is very slow! I contacted the support a week ago because my reward system Vouchers didn't get accepted. A week later and they still don't, thats a complete waste of time.Can't recommend, unless you want to waste time.Here's my answer to your reply @ATLETICA:If you have 2 items with 20kg of weight, would you send them together or would you seperate them to reduce the costs for your costumer? Exactly, you don't care and put them together.
I ordered my equipment 8th december. Yesterday, 5th january I got a mail that the equipment have been sent. It is almost ONE MONTH after I paid for my products (a home gym with some extras). When I ordered I got one delivery date, that date has come and gone, so I will be forced to take a day off from work to stay home and receive the pallet. I do not think that this is acceptable for a company. Hire more staff so that the products dont lie around waiting to be shipped or use another shipping partner. No matter the holidays, the shipping will be five to six weeks. This review does not reflect the product, just the report breaking slow shipping times.
I strongly advise against ordering from Atletica. They have proven to be completely incompetent. I placed an order in September, which arrived only partially within 2 weeks. The 10kg dumbbells were missing. After inquiring, I was told they would be sent with 'highest priority.' They finally shipped them in November or December, but the shipment was apparently lost.On December 23rd, they claimed to have reshipped the items and provided a new order number. It is now January 4th, 4 months since my original order, and I still have not received the items, a tracking number, or a response from customer service. This company is a joke. Save your time and money and do not order from them. I have been stuck training with only half a dumbbell set for 4 months now.
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