GYM SETS LTD Reviews 

Reply from GYM SETS LTD

2 days ago

Hi there Tom,

It is Sam here, one of the owners of GymSets.

I am really sorry to hear about the issues encountered with your order, it is not good enough.

Now, i cannot provide insights into the specific details with your order, as i cannot see your order number (If you could please respond to our request regarding information into your order number, i will then make contact about resolving your issue).

What i can confirm is that the issue encountered with your order can be fixed with a few simple steps and i want to explain what will have caused your issue and how we can resolve it.

Due to our previous courier DPD damaging a very high percentage of our parcels (up to 10%) a lot of customers in the past received faulty or defective items. However, after identifying this issue we immediately chose to seize using DPD as a courier and have since moved to Yodel who provide a much higher quality service. Since the move we now have damage rates of less than 0.25%, which is in the extreme high levels of industry standards. This will mean that issues like this will become a rare occurrence in the future.

Now, how we would go about solving the issue with your order. As your items are dysfunctional, it requires 1 of 2 things. Either a replacement part or a full replacement of the item.

If you could provide your order number through the information request we put out on trust pilot i will personally ensure that your issue is resolved in the next 2-3 days via one of the 2 resolutions provided above - which will depend completely on the order specifics.

Regarding your customer service issues. Again 2-3 months ago our customer service response time was not up to scratch. However, since then we have not only hired a much larger and more experienced team, but also improved our internal processes.

This has resulted in all customer service queries being responded to in under 12 hours and all cases being fully closed (from first email to resolution and re-delivery of any problem items) in just 2.7 business days on average.

I look forward to getting your issue resolved and as soon as you provide us with the information regarding your order number. We will get right on resolving the issues that have occurred within your order.

Reply from GYM SETS LTD

Updated 2 days ago

Hi there Nicholas,

It is Sam here, the owner of GymSets.

First of all i want to apologise for the issues encountered with your order.

I cannot see the specifics as to what items you have not received or received incorrectly and why this has occurred.

However, i want to give a reason as to why this would has occurred with your order, based on our internal statistics for issues like this.

So, DPD the previous courier we used to ship 95% of our orders placed, have 3 very concerning metrics related to their service with us.

1) Lost in Transit Rate = 7.65%
2) Damaged in Transit Rate = 9.87%
3) Parcel Mismatch Rate = 4.39%

These 3 metrics above, are DPD's statistics of parcels we shipped with them for:
1) % of items sent with them which they lost and we never got back
2) % of parcel sent with them that were damaged upon delivery or returned to sender due to damage.
3) % of parcels which they mixed up and delivered differently to who we intended to send the item to (due to relabelling and routing through the hub incorrectly)

This means that a total of 21.91% of the parcels we sent with them caused delivery issues for our valued customers.

This has resulted in us changing couriers to Yodel which has seen these numbers drop to very healthy %'s compared to industry standards and means issues like what happened to you no longer occur.

Now obviously this does not resolve your issue in anyway shape or form. And therefore if you could please respond to the information request we sent through to this review for your order number. I can then personally look at resolving your issue and can guarantee that it will be fully resolved by the end of the week.

Once again i am sorry for the issues you have encountered and i want to do everything in my power to resolve it for you.

Reply from GYM SETS LTD

2 days ago

Hi there Phillip,

It is Sam here, the owner of GymSets.

I am sorry to hear of the issues which have occurred with your order, it is not okay and we will get it fully resolved for you right away.

I want to explain:
1) What caused the issue
2) What we have done to stop the issue occurring again
3) How we have resolved the issue with your order

So, your Tri Leg Bench arrived to you with scratches in multiple areas of the frame. The reason this occurred is due to our previous couriers DPD, damaging the parcel significantly during transit. This has become a recurring issue for us and due to this we have stopped using DPD as a courier.

Since seizing to use DPD, we have now moved to Yodel, who upon research we thought would provide a much better quality service. And we can confirm that throughout our first few weeks using Yodel, the number of damages we have seen in transit has dropped to close to 0. Which is very healthy due to the fact we send thousands of parcels a day out.

Now to resolve your issue, we have sent a brand new replacement Tri Leg Bench out with our new courier Yodel. This will be delivered to you in 48 hours. We have updated you with tracking numbers via email and i have given you access to my personal inbox and any further questions you have, i will personally get back to you and resolve right away.

Reply from GYM SETS LTD

2 days ago

Hi there Zuva,

It is Sam here, the owner of GymSets.

I am very sorry to hear of any issues you have encountered with your order.

First of all i want to clear up that it is not possible to fake 5 star reviews on trust pilot.

I can see that you ordered 2x 8kg Neoprene Kettlebells which was on pre order at the time for the end of July, which you acknowledged was the case.

You then requested a refund as you "did not realise it was on pre order" however on the website instead of an "add to cart" button there is a "pre order" button which displays the date the pre order is for.

We responded to this refund request asking why you had the change of heart and whether you would accept 1x 6kg neoprene kettlebell and 1x 12kg neoprene kettlebell instead.

This offer amounted to a higher value than the original order you placed and was out of good will as we understand you may not have noticed it was a pre order.

You denied this (which is fair enough as you may not have needed these sizes)

At this point (which was less than a week after the order was placed) we had stock arrive to us and therefore we sent out the item you ordered out to you.

The order you placed was delivered to you just over a week after you ordered, even though you actually pre ordered the item for over a month later.

You then emailed saying you no longer wanted the items and that you wanted them collected and the items refunded. Which we agreed to even though this is incorrect to do against our website T&C's.

So in the end, we delivered the item you ordered over 4 weeks earlier than when you ordered it for (which was clearly displayed to you at checkout). You then requested a refund and collection of the item as you no longer wanted it, which we agreed to and honoured in full.