Gymproluxe sold me a defective product and then failed to put it right. Three out of the six resistance bands snapped on the 2nd, 3rd and 4th use. That is NOT normal wear and tear, and it is not acceptable for a fitness product that should be safe and durable. The resistance bands are clearly not fit for purpose, and present a risk of injury to the user when they snap during use.
What is especially concerning is that this does not appear to be an isolated problem. There are multiple other customer reviews reporting the same defect. Despite this, I was not given a satisfactory replacement, repair or refund. This company seems to believe they can operate outside of UK consumer protection legislation by writing absolute bluster in their so-called policies and warranties. Hannah - their Customer Service Representative - has not got a clue about the rights of consumers and responsibilities of a merchant to these consumers when trading online. Her responses to emails (when they eventually do get answered) are laughable.
I was also concerned to see bank transfer payments being requested and encouraged in order to replace defective parts, as this removes the protections available when paying by card. I have had to pursue the matter through Mastercard’s defective goods chargeback scheme instead and have successfully clawed back my money.
A product that fails almost immediately, combined with poor aftersales support, is not a good customer experience. I would not recommend Gymproluxe.
If your product breaks within 120 days of purchase and you - like me - are getting nowhere trying to resolve with Gymproluxe directly, you can contact your bank or payment card issuer and do a "defective item chargeback". Take photos, keep all your emails to show you tried to resolve with them directly. DO NOT bank transfer money to ship replacement bands - they will hold off sending them to run down the clock on defective item or right to return claims like this...and in any case, they are responsible for shipping costs to replace and/or return defective items under UK law.
Gymproluxe will dispute your claim, but simply reply stating the product is defective, merchant is refusing to provide replacement or refund as per email dated x and cite these numerous reviews highlighting known defect (keep to 280 character limit).
I purchased an alternative to this product from Amazon - won't say the competitor brand name, but go and look up this Gymproluxe product on Amazon, scroll down, and you'll find it under the "Products Related to This Item" section. Brand name begins with the letter I. I've been using this for 2 months now and it is a far, far superior and durable product at a similar price point.
I have left this review because this company's customer service is so gobsmackingly poor, it is only right that others have fair warning. I wasn't prompted to leave a review, unlike others...which suggests that Gymproluxe are cherry-picking which customers they ask to leave reviews via Trustpilot. I wonder why that might be?
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Gymproluxe is the adaptable exercise equipment that can travel anywhere and can be used by anyone no matter your fitness level. We continue creating elegant but innovative equipment to encourage health and well-being in the lives of people everywhere--no excuses. With over 100,000 users and counting we are on the right track in making out more assessable for everyone.
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