The Sports HQ Reviews - www.thesportshq.com

★★★☆☆
3.1 / 5
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★☆☆☆☆

“not happy!”

Written on: 18/05/2015 by sandyw80 (1 review written)

 I recently ordered a bike and paid the extra for next day delivery. The item never came and I went on the online chat to find out when it would arrive to which they informed me it had been put on hold and a supervisor would ring, to which I waited 5 hours. Eventually, I rang again and said a manager would ring, but never did. After ringing them again, I was told I did not get passed their security checks although the money had been taken out of my account. It seems they are quick to take your… Read Full Review

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★☆☆☆☆

“Liars !!!”

Written on: 01/05/2015 by lvFlood313 (1 review written)

Very poor service,told I would recieve a marquee that I ordered and paid for in advance for my wifes big birthday.Never came very poor customer service,couldn,t care less,really poor attitude.Eventually got the couriers number Tuffnells who didn,t even have the delivery with them. Why not be upfront and I would have sourced alternatively especially it with being required for a big birthday.Simply don,t tell you the truth and lie to you time again.A company with no morales.Use at your own peril… Read Full Review

Thesportshq's Comment

Written on: 12/05/2015

I'm really sorry you've had any problems, but I would like a little comeback - I'll cover all circumstances since there isn't enough detail to go on.

If we don't have an item in stock, we contact customers within 1 working day (that's the latest, it's normally within a couple of hours).

I'm not sure if you chose next day delivery - if you did, the item would have left us same day if you ordered before 2pm, or next day if not. If you didn't choose Next Day, Tufnells is actually a much quicker service than we promise - we say 3 to 5 working days and it's a 48 hour service.

That said, I will concede that Tufnells' tracking service is not very good, and that's why we are reluctant to give out their number, since the number you receive as tracking number won't track on their systems if you call up - we do all the legwork for you instead. I suspect this is why you've jumped to the false conclusion that we are liars.

I also suspect there is more here that you haven't included in the review (maybe they attempted delivery whilst you were out, there was an address query, or perhaps a payment declined), since quite simply, what you've said is not how we operate. From a purely cynical point of view, why would we? It's not as if we keep your money if we don't ship the products.

Please provide your order number, and I'll have a look at what's gone on here and we can get to the bottom of it. I'm sure there is a valid explanation as to what's gone on, and I'll be more than happy to find that for you and do what I can to resolve the situation.

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★☆☆☆☆

“Inept, incompetent, pathetic”

Written on: 21/04/2015 by Braydonb284 (1 review written)

The biggest rip of company which I have ever dealt with. They have no idea where my money is, say I paid by paypal when I did not. They don't know when they can send my item; when pushed, they could not even confirm within a day, a week or even a month. Cannot wait until 2 May, then I can do a chargeback, which will incur them further money. Shame I had to give them a one star rating, as they deserve nothing. Deal with this company at your peril… Read Full Review

Thesportshq's Comment

Written on: 24/04/2015

I'm really sorry you've had these problems, I will look into this personally for you and find out what's gone on, both with your money, and with your issues with customer service.

I'm confident we'll get it resolved, if you can give me an order number I'll be able to start looking into this for you right away.

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Fcunited's Comment

Written on: 24/04/2015

I faxed you a cancellation order on the evening of the 21.4.15, yet mysteriously that day you managed to find the money and send the item. I replied that the cancellation still stands and that I would refused the item at point of delivery, which I did. The item is now on its way back to you.

If I do not receive a refund by 5 May, I will be contacting my bank and doing a chargeback.

I refused the item as I decided that I could not trust your company, due to the lies I had been told, and if there had been issues with the item, I could not trust you to put them right.

I am within my rights to cancel before receipt of goods or 14-days after receiving the goods. I cancelled before receipt of goods.

The order number is 20150417/35565

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Thesportshq's Comment

Written on: 27/04/2015

I'm sorry about that, you ordered right in the midst of some serious system issues, we had a few days where we were completely paralysed by 3rd party system failures that delayed certain order processing by days.

It doesn't make how you've been treated right, but do understand that ultimately we are not trying to trick or deceive you - we want you to receive your order and never have need to contact us. There is no conspiracy or scam.

No-one is denying your rights, we confirmed we were happy to accept it back over the phone with you and even offered a £10 voucher to say sorry.

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Fcunited's Comment

Written on: 27/04/2015

No you did not offer me a voucher and you refused my refund.

Please stop with the lying, I am getting fed up with it.

You have until May 4 to refund, or I will be asking my bank to do a chargeback

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★☆☆☆☆

“Pathetic attitude”

Written on: 25/03/2015 by skjindal39 (1 review written)

I placed an order through online account, but I wasn't awarded the reward points. When contacted the customer support associate said I don't hold any account with them and she didn't have any intention to listen and resolve my concern. Upon repeatedly telling that I am able to login to their website using my login and password, she somehow thought to look into it. And sometime later she advised that she has fixed the problem and any future order should bring the reward points. I asked what… Read Full Review

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★☆☆☆☆

“I paid £275 for a treadmill with next day delivery....”

Written on: 20/03/2015 by Justice999 (1 review written)

I paid £275 for a treadmill with next day delivery. The following day I received this email - Unfortunately there has been a problem with the payment for "Confidence TXI Heavy Duty Treadmill​"- in order for us to dispatch your order, a payment of £275.98 will need to be paid by Via. Bank Transfer, I checked with my bank and the payment had gone through so I called them to find out what was happening. They told me there must have been a mistake and they would look into it and email me… Read Full Review

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★☆☆☆☆

“Reviewing the company not the Item”

Written on: 05/01/2015 by AaaRaa (2 reviews written)

My name is Aleksandar, I have orderd Treadmill on 25/12 and on the web site it says for the UK they deliver goods in 3-5 days. After 10 days I have not got anyting. Last week when I call they said I will get it on Monday 05th, today is Monday and I have not got anything. When I call again person Chantelle said they will send till the end this week. So I have asked my money back and they said they do not want to return my money as item is processed ?! but it is still in their sotrage. Do not buy… Read Full Review

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★☆☆☆☆

“Awful Service”

Written on: 03/01/2015 by Gauthieray129 (1 review written)

Customer service lied four times about delivery . Very rude on the phone Do not use products very cheap and nasty… Read Full Review

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★☆☆☆☆

“***WATCHDOG ROGUE TRADERS***”

Written on: 23/12/2014 by 428White (1 review written)

Chip as chips, poor,poor,poor. AVOID. Just put your money down the drain… Read Full Review

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★☆☆☆☆

“Do not use”

Written on: 15/12/2014 by rattywest (1 review written)

Borderline false advertising, rude and lying staff, poor quality products and never seem to deliver on time despite paying more for delivery. I Avoid Avoid Avoid… Read Full Review

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★☆☆☆☆

“Beware - Mis-representation pricing”

Written on: 28/11/2014 by 100Atkinson (1 review written)

Beware - DO NOT BUY FROM THIS ORGANISATION. They offer products at lower prices than are available, sometimes 50% high actual price. Sales staff not helpful or understanding. … Read Full Review

Thesportshq's Comment

Written on: 03/12/2014

Sir/Madam,

I'm afraid I've no idea what you mean. Could you elaborate? Our prices are those that are shown on our website.

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★☆☆☆☆

“Avoid ”

Written on: 25/11/2014

Ordered a power plate, originally delivered to a neighbour - no card left through our door, so there was a delay in receiving it. It would've been good if SportsHQ had emailed me to advise that the item had been dispatched. Anyway, item was damaged and they offered a £20 discount.....I wouldn't have paid £20 for a faulty item in the first place! We arranged an collection and delivery of the new item. Waited all day, the faulty item was collected but no new item delivered. It was at… Read Full Review

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★☆☆☆☆

“Avoid at all costs!!!”

Written on: 14/11/2014

NEVER have I received such appalling service! Exercise bike ordered Sunday on the insistance of physiotherapist to help with rapidly decreasing levels of mobility due to osteoarthritis in both hips. Paid for Saturday delivery as at work Mon-Fri and needed before next physio consult to assess and work out treatment programme. E-mail received Weds to say that item dispatched. Waited all day Saturday but no delivery. Spoke to 'customer service' Mon and stressed at least 3 times that delivery to be… Read Full Review

Thesportshq's Comment

Written on: 19/11/2014

I'm sorry to hear you've had a number of issues. Let's get to the bottom of them.

1/ your Saturday delivery failed - I need to do some digging into this to find out why, it seems something may have gone wrong with our courier on that day, another customer had a similar issue

2/ Tufnells delivered on Tues when they should have on Thurs. I'm sorry about that. It's not an excuse, but the reality is, they are a completely independent 3rd party, and we can't control exactly what they do.

3/ The wrong item - that's entirely our fault, and I apologize profusely. I think you may have misunderstood what we offered though - we'll collect the old one, get you the right one, refund your delivery, and give you a gift voucher for the bother. And our range is wide - you'll find something you'll like I'm sure.It's not just sports, we've got home appliances, suits, picnic sets, gift items, furniture, garden sets and way more.

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★☆☆☆☆

“MTI Treadmill”

Written on: 22/10/2014 by 485Stiles (1 review written)

I ordered an MTI Treadmill to help with rehab after knee surgery. The treadmill looked great on the site, user weight was 150kg so that was more than enough for me at 105kg. Item turned up and first impressions were cheap and holes didnt line up too good. Once set up, It was tested and found belt wanted adusting. Nothing in the manual but I have owned treadmills before so the belt was correctly tensioned. On looking in the manual it clearly stated 100kg max user weight, in addition to this… Read Full Review

Thesportshq's Comment

Written on: 27/10/2014

Sir/Madam, I'm really sorry about this, it sounds far from good enough. I'd like to look into your case in more detail - could you share your order number with me? I want to find out exactly what's gone on.

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Mrreed's Comment

Written on: 27/10/2014

I am sorry but I will not post my contact details on this forum. You have ample opportunity to contact me through the whole complaints process and never bothered. At least I had cover from paypal or this would matter still be ongoing. You are by far the worst company I have ever dealt with and will certainly not recommend you to any friends or family.

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★☆☆☆☆

“Faulty Goods Diabolical customer service”

Written on: 13/10/2014

Oredered a treadmill on 30th September and paid the extra £3 for next day delivery only to be told when I rang them next day that it was out of stock. They agreed to refund the £3 but still haven't. However, the treadmill eventually arrived on 9th October. I set it up with my husband that night and rang them the next day to say it was faulty and was making a clunking noise. They were able to hear the noise down the phone and asked me to lift the treadmill up and look under the removable plate… Read Full Review

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★☆☆☆☆

“Should have read feedback first!”

Written on: 26/09/2014 by jb1972 (2 reviews written)

This company uses Yodel to deliver their parcels. Yodel says they have attempted delivery 3 times yet I have been at home each time they claim to have attempted. They also say they have left a card when they haven't. The Sports HQ customer service has been terrible. They do not seem to understand that Yodel is their sub contractor, not mine. They've said they'd call back, yet they haven't and my last call to them was with a stroppy woman that was so condescending I felt compelled to write… Read Full Review

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★☆☆☆☆

“Do not trust them”

Written on: 12/09/2014 by 436Porter (1 review written)

Paid for sat delivery. Item delivered but faulty. Told it could only be exchanged on a week day. Took day off work, but courier did not turn up. They refused to redeliver on a sat so I took another day off work. Driver turned up took item & drove off despite me asking him to wait as it should be an exchange not just a collection. Called Sport HQ told delivery would not happen today. They say it will be delivered on sat but can I belive them?… Read Full Review

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★☆☆☆☆

“Disgraceful customer service”

Written on: 29/08/2014 by JordynMurphy-Alt (1 review written)

Purchased a fitness bike which arrived in a USED condition with the actual paint peeling off the bike. It was also scratched and did not resemble the detailed description. Poorly made. I contacted them for a refund and was made to send photographs - as if I was lying. I then did so and was told to dissemble the bike to be sent back for them to consider a refund. Once I did send it back I sent numerous emails asking when I'd receive a refund and never heard back from them. They ignore emails and… Read Full Review

Thesportshq's Comment

Written on: 29/08/2014

Really sorry to hear this, can you let me know your order number and I'll look into this?

We ask for photos just so we can figure out what's gone on, whether you've received the wrong item, and try to make a quicker diagnosis.

As to us not replying to emails, that's simply not the case. We deal with all emails within 1 working day, in fact it's usually much quicker than that. Nothing gets ignored, we have 20 people in the UK doing nothing but customer service.

It would seem that we didn't receive your emails; did you by any chance pick up the phone or try live chat after to see what is going on?

Send me your order number and we'll get to the bottom of this. Sorry for the hassle so far.

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★☆☆☆☆

“MISLEADING”

Written on: 03/08/2014 by cpReynolds97 (1 review written)

Next day delivery is apparently a non existent service with this company however, they claim to have your order with you next day if ordered before 4pm. Completely misleading and seems to be a problem for many of their customers yet they refuse to make their terms clearer on the checkout page as they are fully aware they would not make the extra £5.99 for 'next day'. Outraged and will not be purchasing through this website or golfgear.co.uk again!… Read Full Review

Thesportshq's Comment

Written on: 05/08/2014

If your next day delivery has failed, we always refund it, so saying we don't make something clear for profit is complete nonsense.

Please let me know your order number, and we can look into what's gone on.

From the limited information here, I can only assume you ordered on a UK Next Day service with an overseas shipping address, or alternatively are shipping to Highlands, Islands or Northern Ireland.

For these, the item ships on our express service, we get charged the extra for it, but due to the extra logistics involved, there is an extra delay.

If you give me some more information though, I'll be more than happy to find out the exact circumstances you have here.

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★☆☆☆☆

“Mislead on Next Day Delivery”

Written on: 30/07/2014 by Ariella267 (1 review written)

We ordered a Gazebo for next day delivery on a Monday morning about 10am paid and extra £5 charge as we are up in Inverness which was fine aslong as the item came as it was needed for an event on the Fri. By Wed nothing had arrived and when I called up I was told for our post code it can take upto 3 working days even though I paid extra! When I then phone the courier they said they didn't provide next day services to our postcode and it would take up to 5 working days to arrive either Fri or… Read Full Review

Thesportshq's Comment

Written on: 04/08/2014

As you said, you paid £5 extra, which is for the Highlands and Islands service which isn't advertised anywhere as next day, in fact it states that it's 5 working days delivery. It's in the terms and conditions, but we've also made it prominent elsewhere such as on the Delivery information pop up. We don't offer a next day service to IV postcodes at all.

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★☆☆☆☆

“awful service”

Written on: 27/07/2014 by vuHopkins71 (1 review written)

awful servce, terrible attitude, first and last itme i would use them!… Read Full Review

Thesportshq's Comment

Written on: 29/07/2014

Sorry you've not had a good experience with us, if you could give us more information, I'll be happy to see if I can help at all?

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