We’re all used to hearing negative comments about home fitness brands and their customer service. So much so, that I feel like it’s almost expected these days.
Especially from the larger brands like Bowflex.
It’s because of this bad rap that I felt compelled to share my recent experience with Bowflex and their customer service department.
In a nutshell, I was blown away by how easy it was to contact them and even more surprised by how fast they solved my problem.
For the full story, continue reading (I promise this won’t take long).
Bowflex’s Customer Service Is Awesome
My wife has been working out like a champ lately.
She started working with a personal trainer last year and it’s been going great. She enjoys it, the trainer is awesome, and she’s seeing some serious results.
Because of the whole pandemic thing (you may’ve heard of), she’s been exercising in the garage to be safer.
I have my fitness equipment in the attic- nothing crazy, but it’s a pretty nice setup: set of dumbbells, a bench, a set of resistance bands, a Peloton, and a Diamondback 510Ic.
We also have a treadmill (Horizon 7.8 AT) in our kids’ playroom.
Well, now that my wife is exercising in the garage, we’ve started accumulating some gear in there too- a few dumbbells, several kettlebells, an aerobic step, and a few more resistance bands.
Basically, you can get a workout in wherever you are in my house.
Well, my wife’s birthday is coming up, so I thought it would be a nice idea to get her a bench to add to her garage gym.
I don’t want this bench to take up too much space in the garage because even though my wife easily spends more time in there, I still consider it “my” garage.
And with all the kids stuff in there, there’s limited space to begin with.
Long-story-short, I decided to go with Bowflex’s 5.1S Stowable Bench because I knew it could be stored vertically to save on floor space.
I went online and ordered it and within 8 days it arrived at my home.
It was still a few days before my wife’s birthday, but what the hell, I went ahead and decided to assemble it and give it to her a few days early.
The assembly was going fine until it came time to attach the large cushioned backrest. When I removed it from the protective plastic bad I instantly realized it had a large tear in the front of it.
From the look of it (and the shape of the box when it arrived), I’m guessing it happened somewhere in the process of being delivered.
It was purely cosmetic, but this was a brand new bench and I expected it to look like a brand new bench (especially since I just dropped $300 on it).
My wife wasn’t that worried about it and even said she didn’t care (she likes the bench by the way), but I still wanted to contact Bowflex’s customer service and get a replacement pad as soon as possible.
I was dreading calling because I know how tedious it can be dealing with customer services- long wait times, having to be shuffled between multiple reps, even longer wait times to get your replacement piece…
Anyway, a few days later I gathered up the energy to deal with it and called.
To my very pleasant surprise, I had a real life agent on the phone after going through a couple of menus.
She was pleasant, polite, and very willing to help me fix my issue.
Within about 45 sec she had my information pulled up on her computer and knew exactly which piece I needed to be sent out for replacement.
She didn’t need me to send any pics of the damaged pad or submit any lengthy explanation of the problem.
Seriously, without any exaggeration, the entire phone called lasted about 2.5 minutes.
And by the end she guaranteed me that they were sending a replacement pad (free of any charge) and that it would be mailed out within 2 weeks.
I got an email that the pad had been shipped like 3 days later and it was at my front door a day or so after that.
The replacement pad looks perfect and I swapped it out for the damaged one in a matter of minutes.
The bench looks perfect now and works great too.
I was shocked at how easy it was to work with Bowflex’s customer service- it seriously couldn’t have been any easier.
I know how often fitness brands get called out for having bad or really slow service, so I felt it was only fair to share my positive experience with Bowflex’s customer service.
As I write this, I know that not everyone gets the same level of service and that other people may’ve had difference experiences with Bowflex.
But as far as I’m concerned, Bowflex has great customer service.
I can’t remember the woman’s name I was speaking to on the phone, but I want to thank her and Bowflex again for making the whole process so easy.