Primal Online: Excellent Customer Service and High-Quality Gym Equipment

Bought from Primal for years . Always simple and good quality equipment

I had my eye on some of their items as my old gym started using them.Due to circumstances, I have been making my own home gym as I have been unable to go due to time constraints to a full public gym and for some of my items, I felt like primal would be a good option.I did not regret my decision, absolutely brilliant customer service, and the quality matches up exactly with the commercial equipment I was used to. (I have purchased both home and commercial pieces).I will definitely be purchasing from them again - very happy customer :)I purchased the personal cable machine and the commercial jammer arms. Smoothest and best machines I have ever had the pleasure of using. I really couldn’t tell the difference in terms of build quality.

Ordered weight plates for home gym, order processed quickly with confirmation. Unfortunately only part of order arrived but Jenna got replacements sent out very quickly. Good products but even better customer service.Special thanks to Jenna.

Great service response and resolved same day

I am just starting my home gym out and the quality of product is substantial, however when my product arrived there was a slight mix up with one aspect. However when speaking to Jenna, the issue was quickly resolved with a kind and professional manner. This just goes to show it’s not all about the sale of product but after sale care which Jenna has nailed!!! Thank you !

Was looking for a full home gym setup and came across Primal. Prices were pretty good compared to other UK retailers, so was slightly hesitant before spending so much. However, everything came after just 3 days and the quality is great. Easy to set-up. Good customer service. Could not recommend enough.

We did a full refurb of our gym in April 2022 where we stocked the gym with around 60% Primal equipment. Over the last 18 months there’s obviously been wear and tear on the pads and leathers on the equipment which you’d expect from any busy gym. We reached out to Primal who sent us some replacement pads within a few days which is vital to us as we want to keep all of our equipment looking fresh and new. Massive help, thank you guys

Great transaction. Speedy delivery.

We have ordered numerous Primal Strength products for our commercial gym, ranging in value. On each occasion we have always been impressed by the level of service we receive and the speed of delivery. Communication from the customer services team is frequent and helpful; as a company they pay attention to detail and ensure that the product is exactly what you need. The products hold up well in a commercial environment, so the build quality is solid. We're already planning our next Primal Strength purchase and have no doubts that we'll continue to receive the same top level service!

Bought a full rack (squat, bench) with cables (on the sides) for a home gym set up. I was looking for gym quality gear because I use it often and sometimes home gym kit can feel a bit hotel fitness centre! The website said delivery would be 12 weeks but I emailed their sales team and David helped me with the purchase (there was a tiny bit of the rack outstanding and so he agreed to send everything else so I could get started right away). Kit arrived in about 3 days. Fairly easy to assemble with a socket set. Quality is awesome, powder coated steel, feels solid without screwing it to the wall or floor. Love the detail here, etched numbers for the rack make this feel like top quality gear. I will definitely buy the rest of my set up from Primal Strength. Excellent company to deal with.

Great equipment, great customer service

Initial help and support when deciding on equipment to purchase was very good, initial delivery of the bulk of my order was very good. Sadly my 3 star score represents 2 further months of chasing the remaining items of my initial order. The best part of the whole experience was Lisa Gillespie, listening to my problems and then actually dealing with the missing items providing a daily up date all the way through to the delivery with constant communication by phone and e-mail I only hope that her customer care levels can be replicated across the company as i cant say that across all of my experience with other members of staff.

I got my kit a few days ago - and I couldn't be happier with the service, product and install.I had quite a few questions when I was deciding what to buy, and how best to make use of what I was getting. Chris in sales was all round super helpful - giving lots of practical advice and getting all my questions squared away.We agreed a delivery and install date, and installation happened on time.The install process itself was as smooth as I could have hoped for. The installers did a fantastic job and really seemed to take pride in what they were doing.I've had a few days with the kit since then - and I couldn't be happier. Its rock solid, looks great, and after great guidance from Chris I've got stuff which does exactly what I want!Thanks for the great service - I'm sure I will be back for more very soon!

wanted to know more about a product and a sales person was honest and didn't know the info but found out and came back quickly. Item wasn't available for a while but they helped through the process. delivery and installation was a breeze. 10 out of 10

Ordered free weight plates , great product fast delivery

It’s difficult to know exactly where to start after such a long process since purchase (purchase November 2022), but after ongoing mechanical faults with our plate loaded hack squats and leg press my current issue is that we still haven’t had an engineer sent to resolve the faults & It’s been 5 weeks since I reported it.The machines have been troublesome from the beginning, but after purchasing additional warranty under Primal's recommendation I was really expecting more. We still have no date for repairs to be carried out & I emailed 5 consecutive days simply asking for an update and failed to get a reply. Before a response is drafted to be publicly put forward to this review for others to see Primal, I would rather you focus your efforts on delivering what has been promised.* Purchases made by Clubkingswood November 2022 *

Delivery and ordering was good.Ordered the folding full rack from the pro series as I was tight on space but wanted a strong full rack. Also ordered the straps and landmine Pro but these are not compatible despite being in the same series so check sizing before ordering like I didn't do.The reason for the low stars is the charge for the uplift and someone was supposed phone me back about sourcing straps that never happened until I emailed again. Gold star for getting in touch straight away after my email but I was advised not to use straps on this model as the inner rack is not strong enough anyway so i am now stuck with a full rack the doesn't work like a full rack. I wish I had phoned for advice first as customer services clearly know their stuff and would have advised me to get something else. Order number 33069Stuart pollardUpdate.. I have added 2 stars for the excellent customer services as everyone I spoke to really wanted to solve the issues I had. But keeping one star for me as the folding pro rack shouldn't really be in the pro series.I would still recomend buying from primal but I would probably phone one of the knowledgeable team first.

Nice to see the quality of the product echoed in the quality of the customer service 👍and trouble shooting

bought a primal preacher bench came with damage to pad this was march 2023 - they promised with 7 days to send new one - its now august 2023 and after umpteen emails they are ghosting me totally - kept saying on way but like all these companies rely on the customer giving up on repairs - do not deal with this company now got too big to look after their customers properly -

This one of 2 reviews I will be leaving and this is specifically for the Operations (Lisa) side of the business. I had a few issues with my order which rumbled on with the Sales department. I want to thank Lisa for sorting out my particular problem immediately she was involved. Very professional, great communication, checked everything was ok with delivery and just a very pleasant 5 Star experience :-)

I bought a product online which due to an error was discontinued but still allowed me to purchase it, Primal strength offered for me to upgrade this item free of charge.There email replies where quick and meaningful

Great customer service good value for the money looking forward to receiving my purchase

PRIMAL COMPLETELY ROCK!Compelled to write a review, as I've had 33yrs in hardcore bodybuilding & corp fitness. A 50/50 career: competing in bodybuilding at the highest UK level & opening more clubs than I care to count. Location, site acquisition/building permission, gym installation, recruitment, staff & PT training, presales to launch, grand openings & so on. I've been Personal Training since qualifying in 1992 & immersed in arguably our greatest era in bodybuilding, due to a certain mate of mine from Birmingham... I moved to Venice Beach 2000-2003 & now I'm 51, my teaching's still hardcore, albeit intimate & I've built a bespoke bodybuilding gym in my humble Dorset home. ENTER PRIMAL STRENGTH: I've seen much in our eclectic industry & bodybuilding, by its very nature is a radical pursuit & a brutal endeavour - it better keep you humble & honest & if you're not humbled by bodybuilding daily, you ain't training, you're touring. PRIMAL are frankly, bloody superb. Firstly, they DON'T tell fibs - to a bloke like me, who's dealt with a plethora of pretenders, honesty is VERY high on my list. Cleverly, PRIMAL stagger their equipment line over 3 levels, depending on your needs & budget. I'm not in Gold's Venice these days, I'm near Bournemouth in Dorset lol, but I require FAT, overly engineered no $hit kit - after my colouful career, it's what I want & need. I'd tell anyone to buy PRIMAL, from all the Gym Owners I know, to the Pro bodybuilders & MMA folk I know. I use EEA: engineering/ergonomics/aesthetics when it comes to kit & PRIMAL excel in all three to an unprecedented level, for the price paid... In other words, PRIMAL ARE A RARE BREED: their equipment's awesome AND affordable & that's a beautiful thing to encounter these days. I'll be continuing & growing my relationship with PRIMAL & Mark, who's been outstanding with me & is a total pleasure to deal with. Manners, passion & knowledge matter to me & I'm keen to carry on. Get after PRIMAL'S range today, you'll never regret your decision. Justin House.

Unbelievable quality for the money! Simply cannot understand going anywhere else after seeing the sheer value for money you get. Have a friend who bought the same weight in plates and a bar that are pretty much identical, but he paid £230 more than I did and waited a week longer for delivery!! Fantastic products, fantastic service, fantastic company.

Very quick response time, great customer service.

Thank you to Jenna at Primal Customer Service - very helpful and good communication throughout.

I recently ordered some equipment through Primal’s website and unfortunately one item was sold out. Sean at Primal contacted me soon after the order was placed to confirm the item is no longer available and offer suitable alternatives. The items have since been dispatched and I’m expecting delivery tomorrow. Excellent, efficient, and speedy customer service

My Husband bought the cable machine from primal. Normally uses Mirafit but read the review and decided to try Primal. The product arrived and the majority of items are missing. Not only that but the second box they sent it is clearly labelled as a bamboo lifting platform so this clearly wasn’t checked before delivery. Now not only have we not got the machine we paid for but we have half the parts for something else. Not impressed.

I've used Primal a few times now. The gear they supply is great and you can tell the build quality is solid. I'm very happy with them

I have purchased the magnetic lockjaw collars which have been amazing from day one until last week one of the plastic arms broke off. I have had them for a while and they have had a lot of use so I wasn’t too surprised to have one break. I contacted customer service and was sent a few replacement parts within 3 days which has got me back up and running and with spares should it happen again. The service on this occasion was exemplary, efficient and I’m more than happy to purchase more kit from primal.

Extremely fast responses and swift delivery with excellent communication along the way, fast installation and professional set up. Excellent equipment works perfectly and is extremely popular

Jenna has been great from primal. Kept me upto date about when the stock would be in and very fast responses. Jenna went out her way to swap an item for an item that was in stock so my order wasn’t delayed further. Also give me a call to let me know that they have been dispatched. Amazing customer service from Jenna!

Great customer service and communication from the team at Primal, would highly recommend!

I am very thankful to David Moreira for my experience with Primal- they were able to supply me with a home gym urgently navigating difficult logistics. Fantastic!

The primal team have been amazing we have changed lots of things as we build our dream gym but they have always been on hand and respond super fast every time. Can’t recommend enough