JLL Fitness Ltd.

I bought a refurbished treadmill which came with broken plastic pieces and one bend metal one- these broken pieces wasn't on the description. refurbished item means that the machine will have cosmetic damage as scratches- not broken pieces. Moreover, these broken pieces wasn't in the description on the website. I requested a refund since they want to send me all these pieces, and replace it myself.. which is not right. Why I would replace broken pieces of a machine who recently was "inspected" and it should be alright in the first place? I didnt pay half of the price (compared of a new one) to replace pieces myself and I dont trust if they actually inspection the machine -Under they policies and UK law, these broken pieces wasnt describe it in the post; so, I requested a refund and to return it, after that was requested... everything was hell. The collection is kerbside, which means it has to be in the public place when the driver arrives. On top of that, the driver needs to strapped the machine to the wooden crate which they didnt say it to the driver company, and the first attempt it couldnt be collected. The customer support intentionally didnt respond my point on: weather, driver doesnt have the straps, kerbside exposure. The JLL customer support play cheeky agreeing on what I was saying and changing the rules once it was out of collection. The driver AGAIN didnt took the machine because it didnt have the strap, and mentioned that JLL ALAWAYS does this. I messaged JLL and they told me to wait that the driver should be before 6pm- 4 hours time. In conclusion, the currier company says that JLL didnt say about the straps and they dont take it. The, JLL says that they did... and the cycle continues. I hope to have my money back, o I will go to court because it has been terrible service and the item wasnt describe it as it actually was, I have all the right to have my money back!

I purchased a refurbished spin bike from JLL; arrived promptly, in near-perfect condition. I noticed it was missing a couple of minor parts, emailed and was sent out replacements straight away. All-in-all, can highly recommend.

So I ordered the ventus 3 and s300 treadmill and the ventus 3 rowing machine came with a cracked case I’ve sent email no reply left multiple voicemails nothing and continuously rung over and over again everyday but no answer. It seems when you have a problem they don’t want to know. I’m now getting problems with the treadmill as it’s making knocking noises for some odd reason. I recommend not getting from this company as the customer service is non existent. I recieved the ventus 3 Christmas Eve and treadmill after the new year and still waiting for a reply back for the broken case.

*PLEASE READ BEFORE PURCHASING* I ordered a t350 treadmill from JLL Fitness, unfortunately this was delivered broken to me, this could only be determined once fully assembled which took 2 hrs, the motor would not start and the treadmill belt would not move. I reported the broken treadmill delivered to me to JLL Fitness the day after my delivery, unfortunately the customer service has been shocking, Rob who is a customer service advisor for JLL advised me he would arrange a new treadmill to be shipped to me whilst they wait for the return of the broken one, i was then later informed that the manager had overrid my new order and had advised that new parts would be posted to me to fix the treadmill myself!! Firstly when you purchase a new treadmill, you expect exactly that, a new working treadmill, not one you have to fix yourself, it's also worth noting JLL do not have engineers like other companies in the same market who come out and fix there faulty products in warranty so please consider this when spending your hard earned money Treadmills are not cheap and you want a service you can rely on, I refused to accept the poor service being offered to me by JLL and requested a full refund. This takes me to my next problem with JLL Fitness, I was advised to return the broken treadmill I would need to put the treadmill outside at curbside for courier collection , something I've never heard of and a rather poor service in my opinion, this put the ownership and added stress back on to me the customer. A day was given for courier collection and i was told collection could be any time after 2pm, the treadmill had to be outside or courier would drive off! i live in a nice neighbourhood however you never know who may drive past so i had to continously watch the treadmill out of worry if it had been taken by anyone other than the courier then i wouldn't of received my refund. Treadmills aren't exactly light to move around, the treadmill wheels are not fit for purpose and failed to do there job. I was very careful in moving the treadmill as I'm a very house proud woman but the wheels left black scratches to my wooden floor, I was mortified!! JLL are refusing liability as I moved the treadmill, they refuse to accept. If i hadn't of been requested to move the treadmill using the treadmills wheels to my curbside or even better had not been delivered a broken treadmill this would not of happened! If you order from JLL and your lucky enough to get a working treadmill it would appear from the good reviews you may be OK but If you find yourself unlucky like me and get delivered a broken / faulty one then it's an absolute nightmare! I recommend not taking the risk and going to a more reputable company who value the service they are providing to all there customers. I wouldn't want another customer experiencing the awful service I have received from JLL Fitness!! *Update to my review as per JLL Fitness reply* The marks to my floor are not on the wall, they are to the floor. I can assure you the treadmill was moved with care and only moved when the treadmill was in the correct position using the wheels. Therefore the damage was only from the wheels! The lines may not be straight but pushing a heavy treadmill even on wheels makes it difficult to push straight and is a poor excuse to not take accountability for the poor wheel design on your treadmill. I did not opt to have treadmill picked up curbside this was requested by JLL as it was advised they couldn't collect the treadmill for 10 days with the treadmill dismantled and put back in the box that arrived to me damaged as per pictures sent to your customer service team, i didn't want the offer of sending me parts to fix to the treadmill myself, as I previously mentioned to JLL customer service team. When you purchase new you expect new and not having to fix your new purchase yourself. I have requested 4 days ago for a deadlock letter to be sent to me to escalate my complaint further but have failed to receive a reply. Please respond accordingly.

They sell faulty, cheap equipment and have terrible customer service. Best avoid! Each item I purchased either arrived broken and had to be returned, or broke after a short while. They offered no apology, made me pay for replacement parts, then sent damaged, second hand spares. You’d be better off trying a more professional, reliable alternative.

I have been the owner of a JLL Ventus 2 rower since April 2020. I am extremely happy with this unit and certainly stands up well against the Concept model unit that I previously used at my local gym. After over 200, 000 strokes it is still going strong and has pride of place in my garage. Also been very impressed with JLL and found them to be extremely helpful during the rare occasions that I have required to contact them. I am 6ft 2 and 100kgs and in my early 50's. Finlay Burns Aberdeenshire

Disappointed with Delivery and Customer Service I ordered this product with high expectations, as I needed it for an important occasion. However, it never arrived, and the entire experience has been incredibly frustrating. Timely delivery was critical for me, and the delay caused significant inconvenience. While customer service was quick to respond to my inquiries, their lack of empathy was deeply disappointing. They acknowledged the issue but offered no meaningful solutions or sense of urgency to resolve the problem. It felt like they were more focused on ticking boxes than actually helping. Not receiving the item I ordered, when I needed it most, was unacceptable. I hope the company addresses these issues with delivery reliability and customer care. I would not buy from this company again