PureTec Limited Reviews 54

Great service. Amazing communication. 5 stars !

I ordered the BK1016 exercise bike from PureTec via the Decathlon website. It cost £149, despite the price being £299 at Argos, Boots, etc. Now I know why it was so cheap - it's faulty and could be a refurbished customer return.

I chose to buy a Marcy as I previously owned one and I believe Decathlon to be a reputable company. I also needed the bike urgently to start physio treatment. I assembled it on Friday with the intention of starting my exercise plan the next day as prescribed by my physio.

The box it arrived it looked like it had been resealed, so I was very worried it was a customer return. However, I did not believe this company would sell a return to me, so I proceeded with assembly. Every part was wrapped in plastic and cardboard.

I assembled the bike and it took one hour on a Friday afternoon. I had connected the tension cable correctly as I have previously had a Marcy bike. Then when I got on to pedal the bike, I found turning the tension knob had zero effect - the bike stayed at the same tension. There was a white cable tie still on the tension connection, so I was not sure whether to remove it as the instructions did not mention it.

I did some more troubleshooting and adjustments but could not change the tension on the bike. Turning the dial moved the connection up and down as expected but it did not change the bike's tension. I viewed the Decathlon website and submitted a request to return it. It said I had to contact their support team to explain why it was faulty and to send a WhatsApp message to get support and arrange a collection/return.

I sent a message and despite it still being within operating hours, no one replied. No double blue tick so it's not been read. I also sent an email requesting a return and it said they're reply with in 24 hours (so should have heard back on Saturday) - no reply either.

As I live in an apartment, I left the bike in the middle of the living room with all the packaging everywhere in case I need to dissemble and pack it up, so my living room has been a tip for days and now on Monday; still no response from PureTec/Decathlon offering any help and no reply about the return.

On Monday, I contacted PureTec directly to ask whether a white cable tie should be removed from the tension connector and they said yes right away. Then when I replied to say it didn't work - the tension knob still does not change the tension and I asked for help - silence.

I am dreading having to dismantle and repack this bike to return it for a refund. It took an hour to assemble and nearly two hours of troubleshooting and messaging Decathlon and PureTec so far.

Repacking it will be like a 3D jigsaw - taking it apart, putting it into the plastic bags, wrapping cardboard around each part and then trying to get it all into the box. It's likely to take 1.5 hours to dismantle and pack. I will also have to wait at home all day whenever I do hear back, to await collection too.

Ultimately - this company have failed me. They should have sold a working exercise bike so I wouldn't have had to waste so much time. I have been seeing a private physio who's given me an exercise plan to start on Saturday. I'm now two days behind and will need to pay for an additional session at £130. This bike has cost me so much in time and money!

I completely regret buying this bike as it's either a faulty return; damaged in transit or just not fit for purpose - so many hours wasted and I've not been able to start my physio programme. I expected to buy a quality bike that I could use right after assembly but that has not been the case. Be wary of buying a Marcy exercise bike from PureTec online.

The cable on my Marcy exercise bike wasn’t working so they sent me a replacement one and helped me get everything working okay
Excellent customer care service and good communication
Thanks very much definitely recommend

Great customer service from Shelby after the courier had issues delivering. They reached out and confirmed the details before getting the courier to attempt another delivery.

i experienced some technical issues with an exercise bike which i took up with the manufacturer who to my suprise responded within24 hours asking for further clarification which i then provided. Within a further 24 hours i was advised their team had reviewed the information and promptly advised the fault could not be remedied and offersd a similar replacement item which would be despatched with a day or two. This was nothing short of exemplary as regards customer service-not often found elsewhere.

Had a really good experience with a customer service person called Shelby who was very patient and help with aftercare. Shelby found the issue and it was something that I hadn't done quite right. All fixed now, thank you for your help Shelby.

I Purchased a Marcy Utility Bench and on arrival the leg extension was very scratched so reached out to Pure Tec.
Shelby replied straight away and as they had no more in stock so offered some compensation as it took a while to put together and didn't want to dismantle to return.
Excellent customer service and would recommend to anyone .
Thank you again to Shelby .

I bought a Marcy Multigym from Argos and two pulleys where damaged, I emailed Puretec and received them within two days. Excellent customer service from Shelby thanks again.

I needed a replacement cable for my Marcy Onyx bike and Puretec were brilliant. Communicated by email to advise if the cable was in stock and the price, despatched promptly and arrived very quickly. So I have given them 5 stars. Email is a bit slow and chat would be better , but perhaps it was my fault choosing to use email.

Really good customer service and people are very helpful. Special shout out to Shelby:)

Bike is faulty and instead of enabling me to return it and helping to collect is, suggest I try building it again. I'm not happy with this company at all.

Very happy with the product but more than anything a very big thank you to Shelby for impeccable customer service, any issues or questions I had she sorted very promptly. Very grateful for your help.

Contacted company via email on Saturday. Everything resolved by following Wednesday. Emails responded to very quickly which was fantastic as I don’t particularly like speaking via phone.
We bought the hg5000 multi gym and my partner is very impressed with it.
Shelby was wonderful and sorted a very small issue very promptly.
Will definitely use PureTec again in the future

Bought the Marcy Utility Bench SB-670 from Argos and after assembly (I am not very handy but was quite straight forward) the bench is excellent for the £199 I paid . It is comfortable and built substantially so larger people (like myself) will feel safe using it . Had to contact Customer Service at Puretec Fitness but issue was dealt with speedily and efficiently by Shelby . Highly recommended .

I ordered this item via Argos and was then disappointed to note that one of the boxes was missing after delivery. After being contacted by the customer support team, the matter was resolved quickly, effectively and very much to satisfaction. The fact that the team reached out rather than me having to chase was also a bonus and most welcome. The item is of very good quality but the service was outstanding in adversity.

Friendly, efficient and fast. They identified what I wanted and despatched extremely quickly. I would certainly use again.

My wife purchased a Marcy Smith machine for my birthday. I started to build it on my birthday…but a year later! The bearings had seized up, due to their age stored unused in a garage, so I contacted PureTec. Shelby could not have been more helpful, efficient and professional. Within hours my replacement parts were allocated and shipped out. Great customer service!

Bought a new Marcy Multi gym a few years ago and a cable broke. Dealt with Shelby in Customer services, who couldn’t be more helpful. Very smooth and easy process. Would definitely recommend to all and I will certainly use them again.

When my multi gym was delivered there were part's missing i then emailed Shelby from admin and she sorted it out for me promptly and now i can get the multi gym set up