"Concept 2 rowing machine"

Concept 2 rowing machine - Good communication, order arrived as promised and the delivery company were very good too.

"Bravo!"

Fantastic customer service from Alice. Very happy with the Rowerg. The delivery company men were helpful and were very strong. A+++

"Incompetence at its finest, must have hired from clown college"

Contacted concept on 05/04/2022 to order a replacement box for my Model D rower, explained to them we are moving abroad and needed the packaging, they offered to sell me it for £26. I ordered it and on the phone I was told the replacement packaging was going to arrive Monday so I waited all day… nothing came

So I phoned them on 12/04/2022 only to be told they haven’t placed my order, they was happy to take the money though even charged me more then we agreed upon.

Here’s the predicament concept2 have put me in, for my rower to qualify for transit insurance I have told the company it will be in all its original packaging… so I paid for insurance that probably won’t cover my unit and was charged £175.

Add in the fact I have now less then 9hours to Find a box, bubble wrap and packing to get it loaded onto To a van that might not even take the item… I am truly lost for words

Completely incompetent and if Ella at concept2 is reading this, yes I am talking about you.

Avoid or order the box 6 months early and phone them every day don’t give them chance to mess up.

"An excellent service in every regard...."

Ordered a RowErg from Argos which was sent directly from Concept2. Quick delivery and great service/comms from both Concept2 and their courier ArrowXL. Needless to say absolutely delighted with the product - the finest piece of cardio equipment you can buy.

"Terrible customer service and delivery partner"

Ordered a Concept2 Rowererg and had money taken out of my account on 9th January. The order was for delivery to Northern Ireland. I received a prompt booking slot of the 4th February from the delivery partner and was told the rower would arrive on this date.

On the 4th February I contacted the delivery partner who told me there was 'a problem in the warehouse' and it would definitely be delivered on 18th February.

On 18th February I contacted them again and they told me they couldnt find my package and provided me the phone numbers of their warehouses and told me I could contact them if I wished - I decided at this point I would work with Concept2 to have this resolved.

I contacted Concept2 and they told me the delivery would be expedited. Again, after a few days there was no update so they tried again. Again, no update until they finally admitted they had lost the package on 25th February.

I was told throughout that they would contact me with an update when they had one, but I always had to phone Concept2 for the updates.

So 7 weeks after removing the money plus a £40 delivery fee for the product, they offered to send me a new one. I asked for a goodwill gesture and they offered me 5% off the price, but they refused to remove the £40 delivery fee. In total, this amounted to a £3 discount, when taking the delivery fee into consideration. They also offered some 'accessories' which I did not want. In my opinion this offer was derisory so I had to cancel the order.

I would AVOID this company. The product may have a god reputation, but if anything goes wrong they will be a nightmare to deal with.

"Good quality product and service for…"

Good quality product and service for the classic industry standard rowing machine. Everything as it should be with no nonsense marketing and communications for one of the best and most reliable and high quality all body workout machines available.

"Positive purchasing experience"

Purchased an ERG Rower this summer, there was a short waiting list for the order due to wanting the longer legged version.
Communication from the comany was good (via email) keeping me informed of order time and delivery.
Was contacted by their specialist courier to arrange a delivery date and time, all went to plan.
The product is great quality, as expected. No issues so far.

"Good rower, poor delivery company"

Good rower, but let down by the micky mouse delivery company they choose to use: arrowxl. They wouldn't come up the drive to the house saying it might damage the van. In several years nobody else has had an issue and vehicles up to 8wheel lorries have been up. I had to leave a meeting to go and get the item from them.

"I have never received better customer…"

I have never received better customer service in my life.

After searching desperately for a rowing machine to get me through another shielding lockdown and give me some needed focus away from the horrible c word diagnosis, I've become an expert in rowing machines.

To be honest I tried to justify about 8 machines lower in price, tried a few out, scoured the second hand market and even found a huge market of knock off machines that are rebranded by loads of 'sporting companies'... beware of those! (Rebranded Chinese "Air-Rowers": these cost about £300 direct from China and many scam companies stick their name and even Concept 2's on and are selling them anywhere from £500 to £1000!!, also beware dissapointed people selling these second hand! PS. They're very bad!).

I eventually conceded there really is no point in scimping out on anything cheaper, while saving up the last bit of cash.

There's a reason Concept 2 rowing machines are in every gym, it truly is a fantastic rower and Sophie is probably the best person you could ever hope for at the end of an email. Thank you!

I can guarantee that if you buy any other rower you'll be disappointed.

"Disappointing Customer Service"

I purchased a skieg and stand to add to the home gym, both arrived without any issues, delivery team great, however the stand at £180 arrived which is a simple piece of ply wood roughly cut with a non slip coating, there's also a 2mm metal tube to provide additional support.

The quality and finish on the item isn't what you'd expect for £180, so I raised this with the customer service team... First set of responses were robotic, their main aim is to avoid being helpful, courteous or friendly but just get the basic job done.

As the item doesn't meet satisfactory quality I've requested a no cost return and refund under Consumer Rights Law - yes, I've had to do some research to get these guys to be helpful to a customer... The battle continues now with the MD trying to convince them to abide by the law.

There's a few customer service complaints about these guys around in forums, I'm concerned about warranty and any other after sales support. Think twice, I know these guys are the market leaders, but if you need the aftersales support you may run into the same challenges I have...