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
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
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.
Took 9 days too arrive even tho only…
Took 9 days too arrive even tho only live 3 mile away....but top is quality tho worth the wait in the end... #nopatience
11 August 2020
Unprompted review
Reply from Machine Fitness®
Hi Ste
Thank you, that's great to hear! We appreciate your support and glad you are happy with our products. We also appreciate the patience on your order due to the Covid-19 restrictions in greater Manchester which caused delays to your order. 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
Lackluster customer service
I have ordered 2 times from here and although I am happy with the product I can’t say I’m happy with the process. They take for ever to ship and use the worse carriers. I also have not gotten a response on my email since I was provided a tracking number that does not work. I ordered this 2 weeks ago and I have no clue where it’s at.
5 August 2020
Unprompted review
Reply from Machine Fitness®
Hi Amaury
We hope you are well and disappointed to see this review as we do not have any emails apart from the one you have sent immediately after this review. Unfortunately, we ship from the UK and have no control over the delays due to COVID-19 once it is passed over the USPS. On the July 30, 2020 at 8:09 pm it Processed Through Facility ISC CHICAGO IL (USPS) and should be with you very soon.
Your shipping is free and we also upgrade it to tracked for no extra charge. We could offer DHL , UPS etc but the cost would be substantial to the customer and we prefer to offer a tracked and effective delivery service at an affordable price.
We will also send you an email with these details so you can keep check yourself. I can only apologize for the input error initially from our system with your tracking. We would really hope that you would update your review based on the product as you mentioned you really like our products which is fantastic to hear. Rather than something which is out of our control and we can only keep you updated via the tracking information that has been updated for you.
We hope you have a great day.
Kind Regards
Machine FItness
I had always good experiences with…
I had always good experiences with machine.
Quality is good and mailing was fast to germany.
4 August 2020
Unprompted review
Reply from Machine Fitness®
Hi Frank
Thank you, that's great to hear! We appreciate your support and glad you like the quality of our products. 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
I’ve emailed you 5 times regarding the…
I’ve emailed you 5 times regarding the non arrival of jogging bottoms which I paid for plus a baseball cap which I’ve paid for a month ago. This is theft and I will be reporting you to Greater Manchester Police if I don’t hear from you.
31 July 2020
Unprompted review
Reply from Machine Fitness®
Hi Scott
Thanks for your review and I am disappointed to hear you have had a problem with your order. I have checked and see that your order was sent tracked and received by yourself on July 16th.
If you could please contact us at contactus@machine-fitness.com with your order number, issue with the order and we can investigate this for you.
Have a great weekend
Kind Regards
Customer Retention Team
Machine Fitness
The products are high quality 👌
The products are high quality 👌, but the delivery took quit long to arrive spain.
27 July 2020
Unprompted review
Reply from Machine Fitness®
Hi Violeta
Thank you, that's great to hear! We appreciate your support and glad you are happy with our service. Unfortuantely Covid-19 is still causing delays on shipping and something currently out of our control, we can only apologise for the delay. 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
The products are the best but not the…
The products are the best but not the "free delivery"; you may wait many days before the product is sent. It is worth paying the few pounds if you cannot spare a week.
11 July 2020
Unprompted review
Reply from Machine Fitness®
Hi Anthony
Thank you, that's great to hear! We appreciate your support and glad you are happy with our service. Unfortunately, Covid-19 is still causing delays on shipping and something currently out of our control, we can only apologize for the delay. 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
The item was damaged
The item was damaged, I contacted customer support who said they would send a replacement but I am still waiting for this to arrive. It's been about 2 months since.
Edit:
I have been contacting them continuously, still no update on a replacement and still have not provided a tracking number.
Now I'm here having paid full price for damaged goods
8 July 2020
Unprompted review
Reply from Machine Fitness®
Hi Umar
Hope you are well
I have checked for you and i can confirm a replacement was sent out on the 12th of June 2 days after our team informed you to keep the item and we will send out another. Please contact our team via contactus@machine-fitness.com to let them know if it has still not arrived and they will check the tracking and follow this up for you. We would hope you would update the review based on the quality of our products and service once it has been received.
Thanks and have a great day.
Kind Regards
Customer service team
Machine Fitness
Stitching fault on ass of trouser
Received the two pairs of trousers I ordered. Delivery was a little bit later then expected but was fine with that. Looking at the trousers brilliant quality at first but after one wear ripped the seam at the rear of trousers and found out the same happened to my brother with this product so this is a factory defect on these trousers and a weakness that needs to be addressed in the future. I have had to repair these trousers myself by sewing them up. Only for the weakness at that part of the trousers they would have been given a high rating. I hope you fix this in future. Kind regards Shane
2 July 2020
Unprompted review
Reply from Machine Fitness®
Hi Shane
Hope you are well and thanks for leaving your detailed review. We are very sorry to hear you had an issue with your order. We have not heard of any issues like this with the bottoms that you have ordered, this is very unusual. If you would be able to contact me via contactus@machine-fitness.com with the details, photos of the issue I would be more than happy to look into this and look at getting you a replacement pair for the fault item that you have. We understand you fixed them. but we would like to ensure you have a perfect item for your purchase. Hopefully, we can turn this 2-star review into a 5-star review too! :D
Have a great day and i look forward to hearing from you to get this resolved for you.
Kind Regards
Customer Service Team
Machine Fitness
Did not receive something
24 June 2020
Unprompted review
Reply from Machine Fitness®
Hi CHIH
Thank you for leaving a review, your order has already been dispatched and is on route to you. Your order was also upgraded to tracked shipping and your tracking number has been sent to you via email. Please check the tracking link in the email provided to see the updates. Unfortunately, shipping is experiencing delays as you would expect due to COVID-19 due to circumstances out of our control. We hope that you would update your review based on our product. I can also see our customer service team has already replied to your emails regarding this that you sent today at the same time as leaving this review.
it is very disappointing to receive a 1star review for something that is out of our control. 99% of our customers have been reasonable to the current shipping delays and were surprised to see this 1-star review.
Have a great day
Kind Regards
Customer Service Team
Machine Fitness
Excellent service.
21 June 2020
Unprompted review
Reply from Machine Fitness®
Hi Yuji
Thank you, that's great to hear! We appreciate your support and glad you are happy with our service. 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
I found the delivery extremely slow it…
I found the delivery extremely slow it took over 4 weeks to arrive from time placed of the order.
I am very pleased with clothing so far
Also I never received a credit or refund for T-shirt I sent you back from the first order I placed back in early March
Regards,
David
19 June 2020
Unprompted review
Reply from Machine Fitness®
Hi David
Thank you, that's great to hear! We appreciate your support and glad you like the quality and fit of our products. We are sorry to hear how long the order took, unfortunately, there have been unforeseen delays due to the COVID-19 pandemic during the last few months due to circumstances out of our control as we worked to protect our staff and customers and the delays that our Delivery partners have experienced too. We are currently getting back to normal with delivery and hope that you won't experience such delays again, dependent on Covid-19 and the future.
Regarding the returned item, if you can please contact me via contactus@machine-fitness.com with the returned item name, order number, and the tracking and I can look into getting this investigated and processed for you as a matter of urgency.
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
Been waiting more than 3,5 weeks to get…
Worth waiting for! Great quality.
16 June 2020
Unprompted review
Reply from Machine Fitness®
Hi Alexander
Thank you for leaving a review, your order has already been dispatched and is on route to you. Your order was also upgraded to tracked shipping and your tracking number has been sent to you via email. We can see it arrived in Sweeden on 12/6/20 and is on its way through the network.
Please check the tracking link in the email provided to see the updates. Unfortunately, shipping is experiencing delays as you would expect due to COVID-19 due to circumstances out of our control. We hope that you would update your review based on our product. I can also see our customer service team has already replied to your emails regarding this too.
it is very disappointing to receive a 1star review for something that is out of our control. 99% of our customers have been reasonable to the current shipping delays and were surprised to see this 1 star review.
Have a great weekend and stay safe.
Kind Regards
Customer Service Team
Machine Fitness
excellent service
13 June 2020
Unprompted review
Reply from Machine Fitness®
Hi Brian
Thank you, that's great to hear! We appreciate your support and glad you like our service and the fit of our products. 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
Appalling and contemptuous
As a long standing customer, it has become evident to me, with my most recent order, that this company which was once keen to establish itself as key player in the fitness apparel industry through a combination of high quality products and attentive customer service has now completely abandoned the latter objective.
Sadly, I cannot comment on the current quality of their products as my order did not arrive.
A summary of my experience:
I requested for a cancellation and refund of my order mere hours after it was made - this was completely ignored.
Order was dispatched 6 days later despite my cancellation request. Prior to the dispatch I attempted to contact Machine Fitness via their email address as well as social media, further seeking a cancellation and refund. Once again - no response
At the time of writing this, it has now been 15 days since the item was incorrectly posted and nothing has been received. I have made countless attempts to contact Machine Fitness to ask why my cancellation wasn’t upheld and for them to refund me for non-receipt of goods, to which I have received a generic and impersonal reply that merely states my parcel is with Royal Mail and it is now out of their control.
Whilst I appreciate that this has occurred during a pandemic and as a result neither online retailers nor the delivery services are operating to their usual standards or time frames, that by no means justifies the lack of ownership or customer service from Machine Fitness.
My advice - shop with one of the other hundreds of sportswear brands who have a little more respect for their customer base.
UPDATE:
Minutes after writing this review I returned home to find a calling card from Royal Mail. However, I still stand by every word of my review as my complaint was less about the extended delivery times and more the abysmal customer service.
29 May 2020
Unprompted review
Great Customer Service!
Had an issue with an order and received a prompt response and resolution.
21 May 2020
Unprompted review
Reply from Machine Fitness®
Hi Thomas
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
Ordered on 25th April and I still have…
Ordered on 25th April and I still have not received it !!
16 May 2020
Unprompted review
Reply from Machine Fitness®
Hi John
Thank you for leaving a review, your order has already been dispatched and is on route to you. Your order was also upgraded to tracked shipping and your tracking number has been sent to you via email. Please check the tracking link in the email provided to see the updates. Unfortunately, shipping is experiencing delays as you would expect due to COVID-19 due to circumstances out of our control. We hope that you would update your review based on our product. I can also see our customer service team has already replied to your emails regarding this too.
it is very disappointing to receive a 1star review for something that is out of our control. 99% of our customers have been reasonable to the current shipping delays and were surprised to see this 1 star review.
Have a great weekend and stay safe.
Kind Regards
Customer Service Team
Machine Fitness
have been a client for few years, not anymore I guess
have been a client for few years but last order and customer service just draw me nuts... they send wrong size and asked to send them back for refund/exchange, seems right, right? but at my expense! shipping from US to UK is more expensive than and whole order and I just don't understand how company in 2020 does not stand for they own reputation and not cover theyr own mistakes
update: as you see they replied to review and I contacted them back and even more, they assured me that replacement will be shipped, next day I got verification request for review because they reported me, and as you may expect replacement was never send
3 May 2020
Reply from Machine Fitness®
Update: The customer was sent a replacement tracked and signed for and left the updated review before he had seen and received the tracking and updated information. This issue has been dealt with and the customer sent a replacement and allowed to keep the other item that was incorrect also.
Hello Malcom
We are extremely sorry to hear this we pride ourselves on offering great customer service and looking after our customers. I have checked and cannot see any emails regarding this matter, the last email i can see is from a few years ago regarding a return which was processed and refunded as requested.
Could you please contact me at contactus@machine-fitness.com with your order number and the item that was incorrect and we will send you out the correct item. Hopefully, this will go some way into improving your review based on our products and you will change the score when we send out the correct item for you.
If you still have any questions or issues can please send us an email to contactus@machine-fitness.com and my colleagues will be happy to assist you. Please include your order number in the email.
Thank you,
Machine Fitness
Great products as always
Great products as always. Very durable material and super comfortable.
1 May 2020
Unprompted review
Reply from Machine Fitness®
Hi Shane
Thank you, that's great to hear! We appreciate your support and glad you like the quality and fit of our products. 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
Such a shame
Such a shame. I love supporting smaller companies like this instead of the main leading brands. And I genuinely believe machine fitness have great quality items, just poor, poor customer service. My order No. 43111 arrived in good time, product seemed great quality, but unfortunately didn't fit like other brands of similar products. So I sent it signed for next day delivery for an exchange, payed £16.35 for that service too. To be completely ignored. Multiple attempts to contact them through their social media pages and email address, and not even acknowledgement of my attempts.
Happy to take your money, then wash their hands of you. Such a shame.
I'll be putting a formal PayPal complaint in next week to get my money back.
7 March 2020
Reply from Machine Fitness®
Hi Alan
Thanks for your review and I am disappointed to hear you have had a problem with your order. If you could please contact me at contactus@machine-fitness.com with your order number and the issue will look into this for you. I have checked and we have not yet received your return or any previous correspondence from you till today and this review.
We pride ourselves on offering great quality products at affordable prices and rarely receive this type of feedback through the sources were we request feedback and reviews, of which trust pilot is not one of them. We have had over 100k customers in the 6 years we have been trading and Trust Pilot reviews account for much less than 0.05% of our customers and not a platform we follow our many happy customers up with.
Have a great week
Kind Regards
Customer Retention Team
Machine Fitness
Stop answer my mails
To whom it May concern
Mores Than 3 months since Nov 19 last year ... i paid for 30 ítems and no recieve them yet... why? Order 42035 ... last mail you said: you sent it ... ok what shipment company you used it ? Give the tracking number or lets see the way to get my money back.... you must understand i am a client who wants respet i paid almost 500 lbs for your products !!
Again all my information? i have sent you everything even a map by mail and you told me you already sent it by tracking service ( and all my mails after that is asking for tracking number and shipment company .. i can believe that .....
27 February 2020
Unprompted review
Reply from Machine Fitness®
HI Luis
Hope you are well, our team have already replied to your 2 previous duplicate reviews that you have published here.
Our team have tried to reach you directly due to the size of your order to arrange DHL / UPS shipping direct to you door but didn't receive back the correct details. If you could please emails us at contactus@machine-fitness.com with your order number and reference to this review and our team will be able to get the required information to ship your order via DHL/UPS as no extra cost to you as a gesture of good will.
We pride ourselves on offering great quality products at affordable prices and rarely receive this type of feedback through the sources were we request feedback and reviews, of which trust pilot is not one of them. We have had over 100k customers in the 6 years we have been trading and Trust Pilot reviews account for much less than 0.05% of our customers and not a platform we follow our many happy customers up with.
If you still have any questions or issues can please send us an email to contactus@machine-fitness.com and my colleagues will be happy to assist you. Please include your order number in the email.
Have a great weekend
Kind Regards
Customer Retention Team
Machine Fitness
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
Companies can ask for reviews via automatic invitations. Labeled Verified, they’re about genuine experiences.
Learn more about other kinds of reviews.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.