Brook Prestige Gym

I bought a XM Pro II Elite model (almost new) from a chap on ebay. However before I collected it, I injured my ankle badly and didn't get to actually use the treadmill until 6 weeks later. It was/is in very good condition – hardly used. However, the treadmill stops at about 6.8k/h and speeds above that are only possible for seconds. The programs are impossible to run so it has to be used 'manually'.

I had no recourse to the ebay seller after so long and asked Prestige for help in sorting out the problem. I tried to contact them several times but they were not exactly forthcoming. I accept it was out of warranty etc. but they did very little to help me and could not provide a replacement board.

Still got the problem and it's very frustrating when the treadmill just stops dead when you're running on it.

I Purchased my treadmill through Amazon, the treadmill is very very poor quality it was ok for the first few days, but after that the running board bolts came loose every time I used it I emailed Prestige they were most unhelpful. So I said I wanted a full refund they said it was to late so I contacted Amazon after about 75 emails back and forth I was told to return the treadmill which I did, eventually I received full refund, there products are rubbish and there so called customer service is the worst I have ever had

I wanted to caution others concerning the limited warranty and terrible difficulties i faced in trying to getting my faulty treadmill repaired (still broken) and the headache it caused. I brought my Prestige treadmill directly from Amazon, but unfortunately as this is a third party seller, they were not able to help other than to chase for resolution.

My Prestige treadmill developed a fault soon after purchase (very loud creeking noise coming from the flimsy running board which left me unable to use it at night due to the noise). Being rather naive, I expected the seller would either replace or repair the item, but instead I was put in touch with their engineer who made it clear that the warranty only covered 鈥渢he motor, frame and parts鈥?(check the small print) and not actual repairs (which you may be asked to do yourself). I was advised (with words to the effect) that no one would come out to repair the item for the price paid and that I could expect to pay much more for a 鈥渇ull鈥?warranty. I was then advised to try some repairs myself, including reaching under the belt to oil the support bars and to open up the motor housing to tighten the bolts that held the running board in place. Although I do DIY, I felt that this was quite fiddly, unsafe and hazardous as the motor and electrical components were exposed.

Unfortunately this hadn鈥檛 fixed the issue and after several more calls/ messages with the engineer, the seller and Amazon Customer support (who were not able to resolve the issue as this was a third party seller ), I was sent a replacement running board to install myself. The installation instructions were complex and would involve taking the machine apart and installing a new board. As I had no electrical experience, I felt it was unsafe and hazardous to dismantle the machine and repair it myself (particularly if the repair had gone wrong and caused injury to me or my family). After making a bit of a fuss, I was then advised that if I wanted a repair, I would have to return the item by courier to the seller (at my cost).

At this point I was utterly frustrated with the supplier and completely fed up (lost all motivation to get this sorted). Eventually, they agreed to pick up the item after a protracted and difficult process. I now wanted to warn others to be extremely careful if they elect to purchase this treadmill and to maybe consider spending a little extra for a full warranty, including repairs. It was a complete pain to get this sorted and very time consuming.

Bought the XM PRO II treadmill through these guys via Amazon. It arrived in Feb 2018 and was great until June. Then it stopped working. I wasn't concerned as the main reason I'd chosen this item was because it came with a 2 yr warranty. I contacted prestige and explained the problem. For the next few weeks there followed emails back and forth between us with them telling me to try different things and report back to them (even tho I'd asked them twice to send an engineer out as it was under warranty). After almost a month of emails prestige said if I wanted it looked at I'd have to return it in the box it came in (difficult as it was a large box and I don't have space in my house to keep a box that big for 6 months), that id have to insure it for its journey back to prestige and pay for the courier. Fed up I contacted Amazon who were brilliant and got me my money refunded within a matter of days. I am just so relieved I bought through Amazon and not direct through prestige!

Bought a treadmill from this company and after 6 months the item developed a fault. The wiring set on fire inside the product and the electrics in my property tripped.
messaged the company who then decided they will not collect the item, they stated it is my cost to send it them back or they will replace parts free of charge.
i took pictures of the faulty parts and sent them over, they then stated i must pay for post and packing of the wires which need replacing.
Avoid this seller as they are not reliable and they sell cheap faulty goods.
Pay abit more and get something from a reputable seller.

EXCELLENT PRODUCT

Ordered flowers at 5pm yesterday nice website only took a few mins to process. Lovely flowers arrived 8am this morning!! Brilliant and would use again and recommend!!

I ordered my tredmill on Tuesday night Wednesday I was contacted saying due to big demand their would be a delay but I can change the product so I changed to one that was in stock and it arrived the following day…Marie was great help and the product is brilliant and really easy to assemble

Thank you I will highly recommend your selfs

Jessica

The Prestige xm-pro 111 treadmill, is not built to last. Mine started making a burning smell from the motor, within 3 months of purchase. It had been lubricated with Silicone Treadmill Lubricant, following the instructions.I contacted Prestige, and explained, the problem. I was asked to check a few things, then told by Maria, that its working fine, so carry on using it, It was not !! I returned the treadmill to Safestore, Mentmore House, a storage warehouse, where Prestige collected my treadmill. I never met any Prestige personnel, as it is not their business premises, just a collection/delivery point. I was next informed by Maria that , I had used grease on the treadmill , damaging the roller,and causing the burning smell of the motor.( A sealed unit !!) and because of the grease being used, I had voided the guarantee, but they repaired, as a goodwill gesture !!. I had used the correct silicone treadmill lubricant, purchased from Ebay. I collected a treadmill, from the Safestore, took it home, to find after unfolding, a damaged rubber handle, dents in handle, on/off button jammed down and a treadmill thats maximum speed was 0.8 km . I am sure this was not my original
treadmill. I tried solving the problems with Prestige, but all Maria offered was to sell me a new roller. I complained to Ebay & Paypal, Paypal refunded my money, after investigating. Prestige tried to appeal Paypals decision. but were unsuccessful. Well that is my Experience, of Prestige – Direct.co.uk the worst company I have ever purchased from,anywhere. BE WARNED

very good power rack for the price. a bit wobbly but sturdy enough for heavy weights. the rack could do with some footplates for low rows and the black paint chips easily when you assemble so I would buy the silver. overall happy with this product. delivery was on time.

quick delivery, easily assembled and has the quality and features of
competitors but at a much lower price,a good choice for beginners like me.

Great product, easy to use and an excellent price! Looked at many treadmills online thought I would need to spend at least double what I actually did, (拢239 and that's including p&p!) comes with two year guarantee and life time on motor. Easy to put together, actually I came home and my 13 year daughter had done it! (did double check it!) Cant fault it 🙂

Good treadmill concerns about clanking noise under the belt when in use regards m plain.

Everything was first class from ordering to delivery.

I had read some negative reviews about poor service from Prestige and also a lot of good ones.
I ordered a pro 3 treadmill and it was delivered on time as promised. Unfortunately after opening the packaging part of the plastic had been damaged, clearly in transport.
I contacted Maria at prestige and she offered me a replacement part straight away or a discount if i wanted to repair it myself. After black taping the piece of plastic back on i accepted the discount. However she also said if i had any issues going forward with the part they would still replace it. What more can you ask. In my opinion excellent company to deal with. Also treadmill is easy to set up and works great.

Great product and good delivery

Prestige-Direct it arrived when said even though not sure what day it was coming because I was not sure if I would be in as my sister was rushed into hospital. I got in touched and they asked me if I would like a different day to be delivered . I gave a different delivery day .It came on the day I was told it would first come I happened to be in. Apart from that I have had no problems.

Good value product at a good price point . Hope the back up service is as good when and if required!

I had no problems with my purchase. Item received really quickly, works well and even the DXFreight delivery driver was kind enough to help carry it up a flight of stairs can't complain at all.

Apparently others had problems with this company, but for us everything went very well. We are very happy with the treadmill and use it every day. (We've had it for about 1.5 months.) It's easy to fold and set up and works well. I personally like the different programs on it. The incline levels need to be changed manually. Overall it's a very good product. Would recommend!

I recently order treadmill, delivery was quick, but when i open the box, I found the machine is used (second hand), so either it was refunded or god knows what, but one thing 100% sure that it isnt new, and if i have to buy a second hand i would get it in 100拢, the whole point was order with this website is so i can get brand new treadmill.
as ive seen my friend treadmill which he ordered from ebay, was full packed no scratch and he assembled in front of me so i know how the new one look like.
I am trying calling them from 2 days, but no response, it always go on voicemail after few rings and says they are not in office.
very disappointed
so from here you can understand that if they cant answer there call for simple query how they going to fullfill the warranty claim if something happens.
just a heads up before you order anything from these guys.
hope u don't waste your money like i did.

I placed an order from this website 2weeks ago, to be honest i didn't have any issues with the delivery the item which was 拢200 treadmill till i put the treadmill up to go on it found out the durabilty and stability wasn't what i was expecting. I wasn't happy with the product and by my consumer right i had 14days to return product. I have been so stressed out by the procedure and also never was i told i was going to have to pay for delivery+return pick up+damage fee, how could it be damaged when it's brand new, images sent to me are of an old unwanted stock to claim it was damaged. Am difinitely taking this further as i have got enough evidence. They are charging me 拢50 in total for having a right to not want product within time frame. Don't make same mistake as me never again would i buy from you. 🙁

Reply to Prestige comment:
I think it's a shame to have representatives Like John who claims to work for you, makes your company look bad. It was my first time buying from you and never would I allow anyone I know to buy from your website. It doesn't matter if you have 100 good comments, one bad one does a lot of damage to your company. John has mentioned I didn't get stressed from the whole situation because he's in my body and knows how I feel. Another rep even went as far as asking if I was overweight and maybe that was why the treadmill wasn't suitable. No am not overweight thanks am a UK size 10 thank you. I have also got images of when the driver came to pick it up the treadmill if only I could post this . I packed it to the best of my ability, If equipment was damaged when you received that has got nothing to do with me as i handed it to the pick driver in very good condition with nothing missing. You have charged me wrongfully for something that wasn't my fault and for changing my mind w on the 4th day of receiving item within cooling off period. If you didn't find any faults with it your equipment your problem not mine.. Stating that am inconsiderate, overweight, not stressed, etc goes to show how bad your reps are when dealing with customers that want to return products. Before you start up a business you should know that you would make profits aswell as loss so no am not been inconsiderate I understand how business works. Customers come first because they make your Business Period

An absolutely first class service from start to finish. Super speedy, free delivery and excellent customer service.

The treadmill does exactly what it is designed to do, extremely easy to assemble and folds away nice and compactly.

Would recommend Prestige-Direct to anyone without absolutely no hesitation.

Thank you Prestige-Direct

Excellent services would definitely purchase again

I bought my machine about six weeks ago the costumer service and delivery were fine the cost was also reasonable I have used the machine 2 to 3 times a day I have also been following a sensible diet and unfortunately I have not lost any weight I will continue to use the machine as I live in hope
Best Wishes
Marie Duffy