Lifts & Gravy 

Lifts & Gravy からの回答

2025年12月8日

thank you for taking the time to explain this in detail, and I’m genuinely very sorry for the experience you’ve had. We completely understand how upsetting and frustrating this must be, especially when you’ve paid for a full package and only received part of it.

You are absolutely right to expect the hex dumbbells, storage rack, and adjustable bench as part of the Black Friday package deal you purchased. From what you’ve described, it does sound like a system error/glitch may have occurred at checkout, and we sincerely apologise that this hasn’t been properly acknowledged or resolved yet. That is not acceptable and is not the level of service we aim to provide.

We’re also very sorry about:

The slow response times

Being told initially that the bench wasn’t included when your confirmation clearly states otherwise

The lack of follow-up after you provided proof of payment

The broken contact email listed on the website

This is extremely disappointing, and we fully understand your loss of confidence.

Please can you send us a direct message here on Trustpilot with your order number and email address, or reply once more to your existing email and mark it “FAO Ryan / Management – Trustpilot Case”. We will personally:

Re-check your payment against the Black Friday bundle price

Confirm entitlement to the adjustable bench

Arrange immediate dispatch of the bench or a full refund for the bench if you would prefer instead

You should not have to keep proving your case — once this reaches the correct escalation point, it will be resolved properly.

We truly apologise for the stress and inconvenience this has caused, and we do appreciate you bringing this to our attention. Thank you for giving us the opportunity to put this right.

Lifts & Gravy からの回答

2025年12月8日

thank you for leaving this feedback and I’m really sorry for the way this has been handled.

We completely understand how upsetting it is to pay for expedited delivery and then be left without updates — that isn’t acceptable and we sincerely apologise for the poor communication and delay.

Please send us a direct message here with your order number (or email us at our support address) and we will personally prioritise your case straight away: we’ll investigate what went wrong, confirm the current ETA, and arrange an expedited solution or a full refund if that’s what you prefer. We’re committed to putting this right and restoring your confidence in us.

Thank you for flagging this — we appreciate the chance to resolve it.

Lifts & Gravy からの回答

2025年12月4日

Thank you for taking the time to update your review, and we’re genuinely very sorry for the continued frustration this has caused. We completely understand why this situation has left you feeling so disappointed, and we truly regret that your experience has fallen so far below the standard we aim to provide.

Once a returned item is received back into our warehouse, refunds are processed as quickly as possible. However, due to an exceptionally high volume of returns following the recent sales period, there has regrettably been a delay in some refund processing, which we fully appreciate is not acceptable from a customer’s perspective.

Please be assured that your refund will be prioritised and processed as urgently as possible. If you haven’t already, please email us again at team@northerngymequipment.com
with your order number so we can immediately locate your return and confirm your refund status directly with you.

We sincerely apologise for the stress, inconvenience, and lack of timely communication you’ve experienced. Thank you for your patience, and we genuinely appreciate the opportunity to put this right for you.

Lifts & Gravy からの回答

2025年12月4日

Thank you for taking the time to leave your feedback, and we’re truly sorry to hear about your experience. We completely understand how frustrating this situation must be, especially given that you paid for 1–2 working day delivery and one parcel was misdelivered while the second remains at the depot.

We’re also very sorry if you’ve attempted to contact us and haven’t yet received a response — this is certainly not the level of service we aim to provide. Although you’ve been in communication with DPD, we would really appreciate the opportunity to step in and coordinate this directly with them on your behalf to help resolve this as quickly as possible.

Please kindly email us at team@northerngymequipment.com
with your full order number and delivery details, and our team will urgently investigate this for you and provide the best possible resolution.

Thank you for your patience, and we truly hope to turn this experience around for you.

Lifts & Gravy からの回答

2025年12月3日

Thank you for sharing your experience, and we’re truly sorry for the frustration this has caused. We completely understand how disappointing it is to be left waiting, especially after you’ve already returned the item.

Regarding the return postage, as the item was returned due to personal preference and not a fault, the return shipping cost is covered by the customer, as outlined in our returns policy.

Due to a very high volume of messages recently, there has unfortunately been a delay in our responses, for which we sincerely apologise. Please rest assured that your refund will be processed if it has not been already.

To help us resolve this for you as quickly as possible, kindly email us directly at:
team@northerngymequipment.com

with your order number and proof of return, and our team will assist you straight away.

We do appreciate your feedback and thank you for your patience.

Lifts & Gravy からの回答

2025年12月1日

Thank you for your feedback! We’re delighted to hear you’re happy with the product and that delivery was quick. We really appreciate your support and hope to serve you again soon.

Lifts & Gravy からの回答

2025年12月1日

Thank you so much for your review and for choosing us.

Great to hear you're happy with the 9kg wall ball and dumbbells, and that delivery went smoothly. We appreciate your support and hope to see you again soon.

Lifts & Gravy からの回答

2025年12月1日

Thank you for your feedback, and I’m really sorry for the inconvenience with your Decathlon Marketplace order. As the order was placed through Decathlon, we recommend reaching out to Decathlon’s customer service directly—they’ll be able to assist you with arranging a suitable return.

We’re also happy to support you on our side, so please let us know if you’ve been able to schedule the collection or need further assistance. We’ll do our best to help get this resolved.

Lifts & Gravy からの回答

2025年12月1日

Thank you for your feedback, and I’m really sorry for the delay and frustration this has caused. I completely understand how disappointing it must be to still be waiting for your cast iron plates after everything else arrived.

Due to a high volume of messages, our response times have been slower than usual, but please be assured we are actively working to get this resolved. If you could email us again at team@northerngymequipment.com
with your order details, we will prioritize this and make sure your plates are sent as soon as possible.

We really appreciate your patience and understanding, and we’re glad to hear you’re happy with the quality of the other items.

Lifts & Gravy からの回答

2025年12月1日

We’re really sorry to hear about your experience and completely understand your frustration. Due to a high volume of messages, our response times are a bit longer than usual, but please be assured that we are doing our best to accommodate everyone and resolve issues as quickly as possible.

Please bear with us, and if you haven’t already, email us at team@northerngymequipment.com
with your order details so we can prioritize getting this sorted for you.

Lifts & Gravy からの回答

2025年11月28日

We’re very sorry to hear about the frustration caused and sincerely apologise for the lack of communication. Due to a high volume of orders, our response times have unfortunately been longer than usual.

Someone did previously reach out regarding your order, but to assist you personally and resolve this as quickly as possible, could you please provide the order ID? Once we have this, we’ll investigate the situation with the courier and ensure you get a clear update.

Thank you for your patience, and we appreciate the opportunity to make this right.

Lifts & Gravy からの回答

2025年11月26日

Hello,

Thank you for your feedback. We sincerely apologise for the delay in our response and for any inconvenience caused regarding your order. Due to a high volume of messages and orders, there can sometimes be delays in our customer service replies, but please rest assured we are doing our best to accommodate everyone.

We truly appreciate your patience and understanding, and we are committed to resolving your issue as quickly as possible. Please let us know if you have now been assisted.

Best regards,
Northern Gym Equipment

Lifts & Gravy からの回答

2025年11月26日

Thank you for your feedback and for sharing your experience. We sincerely apologise for any confusion regarding the pricing. Our promotions and discounts can fluctuate due to supply costs and stock availability, and we certainly don’t intend to mislead our customers.

We truly value your input and will take it on board as we continue to review our pricing and promotional practices. We appreciate your support and hope to serve you better in the future.

Best regards,
Northern Gym Equipment

Lifts & Gravy からの回答

2025年11月21日

I’m really sorry to hear about your experience I completely understand how frustrating it is to place an order, pay for express delivery, and not receive any updates. This definitely isn’t the level of service we want for our customers.

I’ve checked our inbox, and we haven’t received any emails under your name, which is likely why you haven’t had a response. We absolutely want to help you and get this resolved as quickly as possible.

Please email us at team@northerngymequipment.com
with your order number and full name, and we’ll look into your order as a priority.

Apologies again for the inconvenience we’ll sort this for you as soon as we hear from you.

Lifts & Gravy からの回答

2025年11月17日

Thank you for sharing your feedback, and I’m really sorry to hear about your disappointment with the pricing during our Black Friday sale. I completely understand how frustrating it must feel to have been watching items for a long time, only to see prices change in a way that didn’t meet your expectations.

To clarify, our prices do fluctuate throughout the year based on stock levels and supplier costs, and the Black Friday discount was applied to the live prices at the time of the sale. That said, we never want customers to feel misled, and I’m sorry that this experience came across that way.

I truly appreciate you taking the time to raise this, and I’d be more than happy to check the specific item you were interested in to see if there’s anything we can still do to help.

Lifts & Gravy からの回答

2025年11月17日

Thank you so much for taking the time to share such a detailed and thoughtful review. We’re really pleased to hear that the EVA half-round foam roller is working so well for your balance, stretching, and general comfort needs. It’s great to know the firmness and quality were just right for you, and we appreciate you sharing how you customised it for your space.

We’re also glad your order arrived quickly this time around. We always aim to provide a smooth, reliable service, and it means a lot to hear that the experience was a positive one especially after the trouble you had elsewhere.

If there’s ever anything you need or any other equipment we can help you with, we’re always here for you.

Lifts & Gravy からの回答

2025年11月17日

Thank you so much for your great feedback! We’re really pleased to hear that the weight was exactly what you were looking for. If you ever need anything else or have any questions, we’re always here to help.

Lifts & Gravy からの回答

2025年11月7日

Thank you so much for your kind review! We're really pleased to hear you’re happy with the quality of your bumper plates and our delivery service. It’s great to know everything arrived quickly and well-packaged.

We truly appreciate your support and look forward to helping you with your next order soon!

Best regards,
Ryan
Northern Gym Equipment

Lifts & Gravy からの回答

2025年11月3日

Hi there,

Thank you for your kind words! We’re glad you found the ordering process quick and enjoyed the fast delivery.

Best regards,
Ryan
Northern Gym Equipment

Lifts & Gravy からの回答

2025年11月3日

Thank you so much for your feedback! We're really glad to hear you’re happy with your purchase. We appreciate your support and hope to serve you again soon.

Best regards,
Ryan
Northern Gym Equipment