Primal Strength Reviews 2.216

I’ve purchased several items from a multi gym to additional weights and bench system Excellent customer service, outstanding products , all in a 1st class company, extra thanks to Ali for all his help much appreciative

Great service and experience from start to finish, ordering was so simple and easy due to the contact from Ali Tammam

Great service from start to finish. Kept me updated on my order / delivery and answered all my questions. Original correspondence was with Josh for ordering and Jaz was more than helpful sorting out the delivery.

The rack/kit that I ordered is really good quality. The bars feel solid and are all labelled with the weights. The multiple attachments that come with it also let you expand what type of exercises you do.

Really happy with the purchase and will be buying more things from Primal in the future.

I have had such a positive experience from the get go. First there was the personal email from the company owner which is always a good sign that a company prides itself on customer service. Secondly, the continued customer service excellence. I'd like to shout out Caitlin who I found to be exemplary in her communication and her ability to get things done when she said she would.
I will definitely be using primal strength for my orders. Thank you Primal, Caitlin and the team for your professional service.

I never received my package I messaged both fedex and primal and never received a response. The parcel was at the fedex depo for days then shipped back.

I am extremely disappointed with Primal Strength’s installation service.

My installation for a 125kg Pin-Loaded Hamstring Curl machine was booked for 8th April at 9am, and no one arrived. What is even more frustrating is that there was no communication whatsoever to inform me of any delay or issue.

I run my own business and had to block out my time and cancel clients to accommodate this appointment. As a result, I have lost income and wasted valuable working hours due to your team’s failure to attend.

I paid £3,499 for this machine, and to not receive even a basic update or apology is completely unacceptable.

I am now forced to rearrange my schedule, lose further business, and take more time off work due to an error entirely on your end.

This level of service is highly unprofessional. I would strongly advise others to be cautious, as the installation team may not show up and you may not receive any communication.

I expect accountability and appropriate compensation for the inconvenience and financial impact caused.

Great selection, perfect fit and quick delivery!

I dealt with Ali to order my equipment. Superb service, I wasn’t sure what set up to order and it took me the best part of 9 months to decide. No pushy sales tactics, always responded to questions over WhatsApp pre and post sale, couldn’t fault the service. Installation was seamless, guys were efficient and knowledgeable. First class all around

The equipment was standard quality with a high-end price tag. Only since doing my research I realise I could’ve had the same kit at a fraction of the cost. Plus I’ve had nothing but issues with the bench they sent me tearing up my rubber tiles, they’ve had a collage of photos and video to prove this but are still reluctant to acknowledge their fault and replace the bench, instead they sent me bigger wheels for the bench which didn’t fit.

After wasting loads of time I’ve decided 3 * is fair and that’s only because the whole thing works fairly well, it could’ve been a tad quieter on the pulley system but you get what you pay for. Or in this case you don’t.

Customer service have been great at communicating, but not at resolving the issue. They are responsive though and that does matter so well done to them.

Ordered items from primal in October having been told all items were in stock. It’s now nearly April and the order still has not been fulfilled. Numerous visits with basic errors in terms of missing parts, wrong items.

Would not pay full price on order as would expect multiple delays - amateur service

I’m a longtime Primal customer. I recently ordered a couple of medicine balls but received the wrong order (an 8kg instead of the 10kg I ordered). Contacted Primal’s support team and Olivia fixed things QUICK. Outcome : I was told I could keep the 8kg as a goodwill gesture and my order was expedited. Customer service like this is rare. Needless to say, recommend Primal!

We keep wanting to give them another try but then they let us down again. We are still missing numerous amounts of dumbbells from a very historic order. We have recently ordered the glute box, the wood elements do not fit together properly, you can force them in but as these areas are 'removable' this is very poor. The height adjustment bar does not even fit into the support pad bar, well one side does but in order for it to work 100% needs to be right. No response from sales or customer service.

Brilliant! Super brilliant service from Jaz, so helpful! Glen in sales was great too

Great equipment and customer service. Had a problem and was sorted very promptly by Rhona. Gear is made to last and wouldn't hesitate to recommend.

Initially the service was a case of miscommunication between departments. But Caitlin managed to sort all of it out swiftly, kept me informed throughout the process and followed up to check that everything was as it should.

This is the reason I am writing this review, because excellent customer service should always be recognised.

Thank you Caitlin, Primal are lucky to have you. Give her a promotion!

I have recently bought a full gym system from Primal and dealt with several staff, Kevin helped to place the order and Jaz was fantastic with helping expedite and keeping me fully informed throughout.
Thank you to everyone and we are looking forward to a fitter/stronger future thanks to Primal

I recently purchased a pulley system from Primal Strength and unfortunately there was an issue with the delivery.
What could have been a frustrating situation was completely turned around thanks to Jaz.
She immediately took ownership of the problem, kept us updated, and worked quickly to find a solution.

Despite it already being later in the afternoon, Jaz managed to organise an alternative courier and have the equipment redelivered the very same day so we didn’t lose our delivery. That level of effort and commitment to resolving the issue really stood out.

Her professionalism, proactive attitude and genuine care for the customer experience were clear throughout. Jaz is an absolute credit to Primal Strength and exactly the kind of team member every company hopes to have representing their brand.

Please pass on our sincere thanks and recognition to her — staff like Jaz make a real difference to customers and truly deserve to be acknowledged.

Sean was great in helping with equipment/bundle choices and even offered an alternative bench to bring the date of delivery closer! Would highly recommend :)

Fast turnaround for a home gym setup. Great quality equipment.

Jaz was very helpful with the delivery info and support