Primal Strength Avis 

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

Thanks to Sean Parker for the help and quick replies in ordering some new kit for my home gym upgrade.

Originally purchased from primal in 2021, had a great experience then and really happy with the kit over the last 5 years so thought id come back when I was ready to upgrade. Ended up ordering the MRX9.0, dual leg press/hack squat, dual leg extension/Curl and some dumbbells. Sean has been really helpful in sorting out the order, just awaiting delivery for early April so I will update this review when I receive the kit and test it out, if its the same quality as what I already have I know its gonna be amazing.

Thanks!

I just wanted to leave a review to say how amazing Jaz was throughout my order. She went above and beyond to make sure I received everything safely and kept me updated the whole time, which I really appreciated. Her customer service was outstanding and made the whole experience so easy and stress-free.

I’m also really happy with the product, the quality is fantastic! I can’t wait to purchase more from Primal in the future. Highly recommend!

Very helpful customer service correcting an error in an order that I made.

excellent service and excellent response to emails regarding any issues with equipment

I was really looking forward to receiving this product, but unfortunately it has not arrived. The dispatch and delivery dates have come and gone with no proper updates or accountability.

What has been even more disappointing is the lack of support. I feel completely ignored by the customer service team, with no clear communication or ownership of the issue.

After rearranging my schedule multiple times to accommodate delivery, this experience has been frustrating and unprofessional.

If you are considering ordering, be cautious and prepared for potential delays and very poor communication. I genuinely hope they improve their dispatch process and customer support standards.

Really impressed with the communication, and commitment to good service. I received personal emails with updates on delivery dates and what to expect. The product itself is great, well made, well priced and overall a really pleasant and hassle free experience.

Sean was very helpful over the phone and via email. Answered every question I had regarding products and installation. Will definitely recommend Primal going forward. Looking forward to my home gym being installed. Thanks again

Ali was great, informative at the start and really helpful when we were trying to work out if this machine was right fit for our space!!

Ordered the MRX 9.0 which was only delivered today so not been tested yet but does look a great stylish sturdy piece of kit!!

Delivery and installation team were ace, such nice guys!! So efficient and respected our property!!

Was a part missing but already had an email to say being dealt with and a replacement is hopefully on its way!!

Overall great, no complaints!!

Unfortunately the items weren’t delivered on time and had to spend days chasing the equipment for days, until I came across Caitlin who then pursued my purchase for me keeping me informed every step of the way till it arrived at my door in the said time she asunder me it would and was very apologetic everytime we spoke, the equipment is very high quality and I will be purchasing from them again I can safely say Caitlin saved the day for them or it would have been a bad one