Poor Customer Service & Policy

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Guest's review of Powerhouse-Fitness www.Powerhouse-Fitness.co.uk/Fitness

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“Poor Customer Service & Policy”

Written on: 10/05/2013

We placed order for a Bodymax CF520 Elite Folding Standard - Olympic Bench which was around £269.99 through our company for next day delivery at our employees home address. The on-line order process was straight forward and we were prompted to enter the invoice address and a delivery address which was done with the addition of a payment to have the item delivered next working day.

We received an email confirmation and all looked good until the following day. At around 1pm we decided to communicate with Powerhouse Fitness to confirm dispatch as we received no confirm at our company email address provided. We were informed that an email has been sent requesting proof of identity as the buyer address was different from the delivery address. We pointed out that an email has not been sent and the item was required urgently. We further explained we did not follow why proof was required as we are now confirming the payment was made by our company and Powerhouse Fitness had a company email address to confirm this. Plus the name of the individual and payment process plus our company details, address and telephone number were provided and we received a transaction confirmation as successful, this was still not sufficient for Powerhouse Fitness Financial Administrators who now wanted a Utility Bill and or Company Statement for proof.

All this because we purchased a product and wanted it delivered to another address (You can forget buying a gift for a friend/relative because you need to pass through the Powerhouse Identity confirmation first which has to comply with MI6).

So we sent over a copy of our company bank statement thinking that would be the end of it.....sorry not with Powerhouse Fitness it was not enough. We felt they wanted the Directors DNA next!

We called again to confirm receipt of the email which by the way they did not bother checking until our call at which point we were told "we have received the email but the statement does not have the individuals name but only the company name". We were at this point falling of our chairs with the level of stupidity. The company bank statement was from a limited company as the purchase was made by our business. No limited company will ever have the directors name printed on the statement simply because directors change but companies remain. Plus there is no way you will every get an employee associated to the financials of the company unless he or she is a director or investor.

At this point we requested a cancellation as we were then informed that there was no way they could achieve a next day delivery. Clearly this made us think even if there were no issues could they have completed on a next day delivery or are they just trying to make a little extra money on each urgent sale???

We decided to put the cancellation in writing to be safe due to the level of Powerhouse Fitness employee incompetence and ridiculous procedures. We then waited 24hrs and received no confirmation of cancellation before calling them again and requesting a confirmation. The same afternoon we received a call telling us that they could deliver the item in three further days on Monday. We obviously stated that an email confirming our cancellation was provided and we are in no way interested in shopping with this extremely poor level of service!!!!

At which point the representative of Powerhouse Fitness said " I just wanted to check and confirm your cancellation"

Need we say more!!!


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