Gymsets Cadillac 3 in 1 reformer machine I would award 5 stars to the individual in customer service who supported me, but 2 stars overall to Gymsets due to multiple issues throughout the purchasing and delivery process. Key issues experienced: • Poor and inconsistent communication • Conflicting delivery timelines • Clear internal misalignment, with different messages received from different contacts • At one point, the Gymsets email address appeared to be offline, resulting in a bounce-back • No advance notice about the size of the delivery crate, which caused major difficulties for the delivery team unloading outside a terraced London home • No assembly instructions provided, alongside conflicting product images on the website, making assembly of a 3-in-1 Cadillac reformer (approx. 110kg) largely guesswork ⸻ My experience with Gymsets was a rollercoaster. After placing an initial order on 29 December 2025 for a reformer bed (later swapped for a 3-in-1 Cadillac reformer), issues quickly arose around communication. Delivery dates were repeatedly pushed back, followed by periods of complete silence via email. After raising a review in late January 2026, a customer service representative contacted me directly and continued communication via messaging. This individual made a genuine effort to understand my concerns, particularly around the product swap, and provided photo updates to confirm the item had arrived in the country. This level of service restored some confidence and was the main reason I continued with the order. The next major challenge was delivery, which highlighted a clear breakdown between Gymsets and the delivery partner. At this stage, trust in the customer service representative became the only reason I persevered with the process. Gymsets appear to be going through growing pains, but the post-purchase to delivery experience is currently unacceptable. Items should not be advertised with delivery timeframes, paid for in full, then repeatedly delayed with conflicting communication and periods of no response. A key learning point for Gymsets is that the product arrives in a very large, heavy crate. The delivery team spent over two hours figuring out how to safely unload it. Both customers and delivery partners should be clearly informed in advance about the size and handling requirements. Finally, the item arrived without any assembly instructions. I had to rely on YouTube and website images, only to realise the images shown were of different models and conflicted with the product delivered. That said, the product has now been delivered and I’m looking forward to using it. The equipment itself appears solid, but the overall customer journey needs significant improvement.
Datum för erfarenhet: 29 December, 2025