Branxfitness Reviews 

The customer service team have been brilliant as a first time buyer of a treadmill I have had many questions and they have been responsive and very helpful and patient. I have just set up my new treadmill and had more questions, again very responsive and patient. Highly recommend !

Easy company to deal with all questions answered quickly and real efforts made to accetain exactly what you require to meet you requirements. Delivery was prompt and received on the day and time stated.there was a couple of small problems but dealt with immediately certainly a company I would use again should I require anything else

Treadmill delivered promptly. Not a lot to attach so easy to assemble. Still getting used to programmes but easy to use initially as bought for cardio health. Had query regarding oil but was promptly dealt with by a very friendly Pete. Would not hesitate to use this company again.

Branxfitness what can you say bought a treadmill in November everting went smoothly had a couple of niggles over the first couple of months which to be honest we couldn't work out wether it was the treadmill or something my end . But fair play to Branx they went the extra mile and got it sorted .I would have no hesitation in buying from them again

I purchased my machine direct from Branx and from my initial order online the customer service was fantastic. Great communication all the way through to delivery with many updates.
My treadmill was extremely heavy and difficult to unpack in my restricted area and would say it would be easier in larger spaces. I managed to unpack and put together with few bolts as the instruction manual was incredibly easy to follow. Yes i do agree it would be easier to get some help but me, being me and more capable than most did it alone.
Got straight on the machine with ease, and I did my first workout.
The machine itself is well built, nice looking, capable and so very easy to use.
Thank you to the staff at Branx and the courier.
I really am a happy customer with many workouts done already.

The team were in contact straight away after purchase to arrange delivery and it arrived a few days later as expected. It was quick and easy to set up the Energy Pro Treadmill and love the auto incline feature. Overall a great product and service.

I really love how sturdy and strong this treadmill is! Unfortunately soon after I bought it there were some technical issues with the machine, such as motor, console, etc. However, I decided to give a good review since all issues were sorted out by their brilliant engineer Peter! Thank you Peter:) Another plus was the reassurance that in case they could not repair it I would get a full refund. Overall, I'm happy with my purchase and the quick response to the technical problems.

I bought my treadmill from Amazon for £600 in October 2020. In June 2022 it started making a funny noise and jolting every few minutes. As it was still within the two year warranty period, I contacted the company and they sent an engineer out a few weeks later. I'd have liked them to come sooner but not a big issue. So far no problem and Suzi from customer services was very pleasant and helpful.

They couldn't give me a time for the visit so I made sure I was home all day. When the engineer arrived, he was honestly so rude to me. I am a young woman and non-confrontational so I found the experience quite shocking. Firstly, he had tried to call because he couldn't find my house but my phone signal must have been bad as he couldn't get through. When I got his voicemail and called him back he was clearly angry that 1) my house had a name not a number and 2) my signal was bad; he said he was seconds away from leaving. He then took a quick look at my treadmill and couldn't find any obvious issues. He proceeded to make me feel like it was my fault there was an issue because I hadn't had it serviced, even though I'd carefully followed all the care instructions. He also implied it was my fault for running 5km at 14km/hr (even though the treadmill max speed is 16km/hr). So he promptly left without a solution. I decided to just start oiling the treadmill far more frequently than recommended in the instructions and this seemed to resolve the issue.

Fast forward to 17 January 2024. I was running and heard a loud bang and felt a huge jolt. The treadmill immediately felt unstable and not safe to use. I tried calling the company but couldn't get through to anyone. So I emailed to find out my options. They suggested "an engineer visit would be ideal" costing £166. Given that this cost was before parts and further labour fixing the issue, I asked my friend who works in a local gym to come take a look. He quickly identified that the frame was broken, which should never happen with a well-made treadmill, hence the frame having a 5 year warranty.

I sent the customer care team clear pictures of the broken frame on 25th January and they replied on 26th January saying "Without having a visit its hard to see if there is any other issues." I asked if this visit would be covered by the frame warranty and got no response. I chased and on 1st February and they confirmed the frame itself was covered but I'd need to pay their engineer £250-£300 to fit it. I asked them to please just send me the new frame and my dad would fit it. On 6th February they replied saying they could "get this quoted" but the "frame change over can be a big job, other problems could turn up on the way" implying that they still wanted to send an engineer and charge me for it. I found this confusing as I just wanted the part replaced (under warranty for free) so why would I need a quote? I asked them to call me to discuss as I desperately wanted to get it fixed and get back to running.

Long story short, this situation still wasn't resolved by 21 February (5 weeks after I first contacted them) so I gave up and bought a new treadmill from elsewhere.

It's a shame because I was happy with the product before it broke and would have been a returning customer (even after the rude engineer!) if this recent situation had been handled quickly and professionally. I think their customer service department needs more staff as the phone is never answered and emails took days to be responded to.

Lack of communication and pro-activity in after sale customer service

The customer service being provided by my point of contact is not good

After only 2 months using this Branx treadmill, the MCB fuse box completely failed and the machine is virtually unusable. It only gives off an E5-error code and is now functionally useless. You'll think paying top dollar for a supposedly high quality device will get you better than this but apparently not.

To make matters even worse, its been more than a week now and Branx still doesn't have the decency to send an engineer out to help me check on it, despite all their lofty promises in the product warranty. I've been left without a treadmill up until now, totally messing up my training schedule but Branx doesn't care, so long as they have your money.

I tried to call the company contact number but unsurprisingly no one ever picks up the phone.

Its gotten to a point in which I am tempted to return this product. Its utterly, shocking and abysmal service. The quality of CS from this company has gone down the toilet.

Instead you have Peter speaking down to customers who pay his salary and lecturing them.

I also learned a lot of these positive reviews are most likely manufactured. Quite interesting.

========================================

So, my response to the below lies and mistruths from Peter are just that. Lies. Some outright lies are told below. That says a lot. Diversions to cover up from the real issues. I have been beyond reasonable and patient but every time I am the one chasing to help as no one ever picks up the customer service line or responds to messages or calls.

I challenge you to show any proof of me allegedly being directly rude to any member of Branx staff or calling any Branx staff member out of their name, Peter.

Virtually ALL of my frustration has been about the overall situation, which is totally justified.

If anyone has been rude, its yourself . With the pandering tone in which you speak down to certain customers.

In addition I could hear your tone across the phone, you being quite amused by the situation when your logistics company and yourself completely butchered it all. You promised you were going to give me a call or text this Friday morning which you failed to do.

I'll paint a picture for you that will make it easier to understand, Peter.

2 buyers buy a treadmill.

1st buyer uses supposedly high value treadmill for 2 years. It develops an issue. Buyer contacts Branx for assistance. Branx is dropping the ball and not keeping promises

2nd buyer uses supposedly high value treadmill for 2 months. It develops an issue. Buyer contacts Branx for assistance. Branx is dropping the ball and not keeping promises.

Who is most likely to be alarmed and worried?
Obviously the 2nd buyer should be outraged?

𝐈𝐧 𝐚𝐥𝐥 𝐨𝐮𝐫 𝐜𝐨𝐫𝐫𝐞𝐬𝐩𝐨𝐧𝐝𝐞𝐧𝐜𝐞, 𝐲𝐨𝐮 𝐬𝐞𝐞𝐦𝐞𝐝 𝐟𝐚𝐫 𝐦𝐨𝐫𝐞 𝐰𝐨𝐫𝐫𝐢𝐞𝐝 𝐚𝐛𝐨𝐮𝐭 𝐫𝐞𝐯𝐢𝐞𝐰𝐬 𝐭𝐡𝐚𝐧 𝐚𝐜𝐭𝐮𝐚𝐥𝐥𝐲 𝐡𝐞𝐥𝐩𝐢𝐧𝐠.

That says a lot. Maybe its under-staffed and you need more people.

Your after-sales service stinks. It really is that simple. I just call it as I see it from my perspective.

Even if we got past this initial hurdle, how can I work with a company long-term that takes 1 month to come up with any meaningful action plan then proceeds to butcher that plan ? Makes no sense, right?

Absolute excellence both customer service and product, I must say hand on heart I have never dealt with a better company / team, nothing is to much trouble and the attention to detail from product selection through to ensuring delivery is made to your satisfaction and convenience. I have purchased a treadmill and I'm in the process of choosing an exercise bike. Rest assured you are dealing with professionals that care when selecting and making your purchase from Branxfitness.

Amazing throughout. Couldn't have asked for better. The branx team were amazing from start to finish. I have my start run treadmill, it is brilliant. Great customer service, delivery was fast and on time.
Thank you branx fitness. Highly recommended.

Awful experience with this company!
Ordered a treadmill after having being told on 2 occasions that it would be delivered before Christmas. Once ordered I was then told it could not be delivered before Christmas and I would have to wait 2 further weeks!
On raising my concerns and the inconveniences caused, and after saying to more than one person that I still WANTED the delivery - the company then decided to take it upon themselves to CANCEL the order without my consent and completely against what I had asked.
The excuse was that they didn’t want to cause any further upset and they were worried about if there were further delays or if the box was damaged ?? Worst experience had with a company and very upset with the way it was handled and the communication when dealing with the complaint.

I have had the treadmill for a week now and I is fantastic great value for money I would highly recommend branxfitness

Wonderful service and customer service. Best of the best. I had done my research into purchasing a treadmill for a while and Branx fitness was always coming forward 5 star!. Purchased my elite pro and within an hour I had contact to confirm delivery. Great customer service and communication. Highly recommend! Thank you Branx Fitness.

Product: Branx Fitness 'LIMITED EDITION' Foldable StartRun Treadmill.
Arranging a delivery date, unboxing, and using were all easy; and the Customer Service was so good it made awarding 5 stars an easy decision.

What can I say about this company that hasn’t already been said.
The customer support is incredible, every email answered, any problem solved.
I hope other company’s take note.

It’s a pleasure doing business with them, most of all is the satisfaction & comfort of knowing that if anything goes wrong, they will try there utmost to fix it and they listen, which is a rarity these days.
I shall be using them again and definitely be recommending them.

Extremely satisfied with their service. Before buying the treadmill spoke to a gentleman from branxfitness who suggested a particular model based on my requirements. He was really helpful and took time to listen to my needs and make suggestions based on it. He also made sure that I was happy with the suggestion and explained to me why he suggested that particular model. Before ending the conversation he made sure that I am aware of the things to take care of on a regular basis in order to avoid any future issues with the product.

We ordered Branx's cross trainer at the start of the pandemic and were extremely impressed how they were up-front about the supply chain issues that everybody was suffering from at the time. We were always kept informed about progress and the machine then arrived as promised and has seen heavy use over the last two years. Extremely well designed and smooth -- the fact that all the joints have proper bearings makes a huge difference to other cross trainers.

Recently a small part broke and even though we were out of warranty by quite a long way, Branx were extremely supportive and fixed things with minimal hassle. Superb customer service! Happy to recommend them and their products wholeheartedly.

I ordered a Compact Folding Energy Pro treadmill from Branx via Amazon. I had been let down by a previous company and was a bit wary about re-ordering, but the Branx customer service was brilliant from start to finish. Suzi kept me informed every step of the way. From ordering to the brilliant delivery guys, I couldn't have asked for more. The treadmill has been used regularly and looks and feels like a really sturdy piece of kit. My only complaint (and hence 4 stars and not 5) is that although there are about 12 built in running programs there are no walking programs and there is no facility to create your own. Not everyone is a budding Mo Farah and although my wife and I (both in or 70's) would love to take advantage of the faster programs .... it just "ain't going to happen" !!! Still a great product from a brilliant company.

Not only is the fitness equipment great but the customer service is second to none any problems they bend over backwards to help.
Great company.
Thanks