JLL Fitness Reviews 

I purchased the Ventus 2 Rower several years ago and unfortunately had an issue with one of the footplates bending through prolonged extensive use. I had the option to order a replacement part but the delivery cost was the same as if I had ordered the full machine.

I reached out to customer service and they came back to me swiftly and said they would take this away for review.

After a few days I recieved a call from the customer service advisor who informed me that they had re-calculated the shipping price for replacement parts and I was able to order the part for significantly less money.

Excellent customer service and I am very happy with the outcome!

Why have a phone number that you never answer??

Just a message machine that puts you on hold and then cuts you off, they have a message that they say they are always busy and to email, but I have tried to call at all times of the day, various days, it is you just don't want to speak to anyone.

Trying to get common sense out of these people is so hard. You email an enquiry, they send you a photo of an item , you email back saying yes that is it, they raise the order, you pay for the order and they deliver something completely different and when you go on to get the correct part sent and a refund you need to hold their hand and explain step by step how they went wrong even though you already explained it in your original complaint and sent photographs.

People clearly don't care about giving a good service anymore.

Quick delivery set up easy. Thank you

I’m really impressed with this company! I ordered a rower and it arrived super quickly! I wasn’t sure which model to choose but their customer service was very helpful and guided me through my options. Set up was easy and I’m loving it so far. Thank you for a nice experience!!

Arrived quickly. Unpacked and at first looked complicated, but instructions were very clear and all parts numbered.
I'm a 76 yr woman and easily able to put it together. Now used it for a week, and still enjoying it.
It's whisper quiet. I live in a flat and worried about noise, but no worries there. The floor space it takes up isn't too much.

I needed a new power plug which was out of stock but Tia went above & beyond, and managed to find one in the warehouse within the hour, called me back without delay and all sorted (paid & posted) - thats absolute first class service - Thank You Tia.

Customer service was good but the exercise bike was badly designed and poorly manufactured. The bracket provided to adjust the handlebars was too big so it couldn’t be tightened or loosened because it hit the handlebar post when it was turned. The monitor also didn’t work and they left the water bottle out!

Customer service was responsive and sent a water bottle, a new monitor and a new handlebar post. Well, the water bottle wasn’t really suitable for a bike, the new monitor wouldn’t work either and the new handlebar post had an inexplicable extra bolt in the worst place possible making the bracket even more obstructed.

I requested a full refund because the bike just wasn’t good enough, they agreed and quickly arranged to have the bike collected. I’m still waiting for my refund.

UPDATE: 14 days and still no refund. This company also removes negative product reviews from their website so you can’t trust the customer ratings for any of their products.

Fast delivery, bike was really easy to assemble and is really good quality.
It’s really quiet when I’m using it too which is great .
I’d definitely recommend this bike.
Such a great price too compared to the leading brands on the market which are probably quite the same as this bike anyway

Delivery was prompt, assembly instructions relatively easy, great machine.

Fast delivery. Easy to track

Great product at a good price. Just a problem with the xdp courier service, they were rubbish.

No Product, No Updates
I've been waiting over 16 days for my order with no word on when it will arrive. The shipping time is excessively long, and the lack of transparency is frustrating. Hard to give more than 2 stars when the item hasn't even shown up yet.

Quick delivery. Easy to set up

Great equipment, well packed

I ordered the rowing machine with Black Friday pricing - great!!!!
Delivery and communication are serious issues. The item was despatched to dhl , then awaiting delivery, then delayed, then apparently dhl hadn’t received the item, then I contacted jll by email because NOBODY answered the phones!!!.
Then a 3 DAY wait for response. Good response - re shipping and I will get a text from dhl. Another 3 days then nothing - another email to jll.
Just after my email, a text fro dhl saying they’re delivering within 3 hrs!!
Good job I was in !
I only live 3 miles from jll. I should have picked the damm thing up myself. It would have been easier.
Jll need to identify the problem , possibly change carrier, and greatly improve their communication timing or no matter how good the product, people won’t want the hassle!

I have a recumbent exercise bike, and was having a lot of noise from the machine. But, with a pedal needing replacement. I ordered the appropriate right side pedal on line, with easy. But, when my replacement pedal arrived, it was missing the strap. I reported this to the support staff, JLL Fitness promptly, replied and confirmed the problem i faced, with no fuss. Within two emails it was arranged that my part was missing and a new one was on the way. No fuss, nice support. My exercise is back in action and the noise has gone.

After originally purchasing a treadmill off JLL, I decided to buy the IC350 PRO exercise bike, I had a small problem with the computer, I contacted the team at JLL who promptly sorted it out, although I have not needed any parts for either of my machines, I understand they are readily available. I had to send my fist treadmill (no name mentioned) to scrap because I was unable to obtain a part, JLL first class machines, first class service.

Well l order a recumbent bike and was delivered a rowing machine. The waiting time to reach company on telephone is more than 15mins . I would suggest that staff work on customer feedback when incident like these appear . The staff on telephone didn’t sound quite remorse about the inconvenience that it caused me .I had to be the one chasing a feedback the following day after l report . When asked if l could get the item l desire upon collecting of wrong item l was told no . It was not really fair . Lucky l had the item delivered by another company since l was desperate for my physical therapy.

Bike ordered and cancelled same day within minutes.
Been waiting for refund .
BEEN MORE THAN 2 WEEKS STILL WAITING FOR REFUND

Bought via Amazon, I purchased the IC 350 bike mid June, by the end of October it’s already had both pedals replaced! I’d read reviews whilst researching that many had experienced issues with pedals (mostly due to cross-threading) but I thought as long as I assemble correctly, they’ll be fine. I assembled very carefully, following the instructions to the letter. Assembly was relatively easy - aside of the pedals!
By the 14th July the first pedal needed replacing!!
To be fair, the help of JLL was good and speedy. They sent a replacement pedal & also the required crank tool to remove the pedal (& handlebar sleeve as that was damaged, though that never arrived as the package was open). The new pedal was pre-assembled with the crank arm & nut already in place securing the pedal to the crank. In my opinion this is how the pedals should be sent out in the first place & I can’t believe that’s not been suggested before with the number of issues they have. However, despite that, removing the existing pedal requires the world’s strongest person - the video to remove & replace the pedal is deceiving, to say the least!! It took 2 of us & it was still extremely difficult.
Mid October the other pedal started causing me problems & needed replacing. Again, JLL sent a replacement but this time the pedal & crank were not assembled & there was no nut. Eventually (& I mean, eventually) assembled the new crank & arm but getting the old crank arm off was unbelievable! With.THREE.People!!!! I would’ve given up but one of us wouldn’t let it beat us/him. However, as there was no new nut provided, we had to use the old one which we just couldn’t get on properly. A few days later, I’ve got it on but not properly.
My expectation is the bike will be unusable by the end of the year, which means it will have lasted less than 6 months (with about 4 weeks of that being out of action) - making it a very expensive buy!!
If it wasn’t for the pedal ‘issues’ the bike would be ok. The resistance is pretty poor; ok for a very beginner but not enough beyond that, in my opinion. The bike is sturdy & quiet. I don’t use the ‘monitor’ so I can’t comment on that. A holder for a screen (phone or tablet) would be helpful. Some reviews grumble about the drinks holder but it’s fine for a normal size bottle.
It’s important to note the bike wasn’t used excessively (2-3 times a week) by someone nowhere near the max weight.
I would strongly suggest not buying this IC350 bike.