Primal Strength Reviews 

Ordered a Balance Trainer but it came without the plug to keep the air in and an extremely flimsy pump. I have checked and double checked the packaging to no avail and have contacted customer service twice but to no avail. I thought there were positive signs when they responded to the first message to say they were checking with the warehouse team but never came back. Total waste of £99 as cannot use. Very poor service.

Terrible service, ordered flooring and a power cage MX7 - stayed in all day to receive the flooring and it didn't arrive. No message or comms from Primal. I contacted Primal via email and received no reply. Called, and was told would be delivered today and its past 4pm and the item has still not arrived. I have been calling several times for most of the day - and no-one has picked up the entire afternoon. I had builders booked today to fit the flooring and the power cage is due to sit on that flooring and have installation booked for that tomorrow. No-one picks up the phone and takes accountability

The advice and service from Cara was nothing short of amazing. She was helpful quick and knowledge able. It was a pleasure to do business with and was still helpful when I got something wrong.
I bought the full rack and dumbell package as well as installation which was also quick polite and efficient. I researched a lot of companies most of which were more expensive or looked low value. The kit itself is perfect and high quality. Not far off full commercial gym quality. I would certainly recommend Cara and the team at Primal for there happy easy service and quality of their product.

Quality product at a good price and delivered promptly.

Great place to deal with, gym tiles are top quality and the price was great.

I absolutely love this gym. Quality of it is amazing! Wished I would have done it years ago, when you factor how much u pay for gym membership the 0% finance they offer for your own set up is a no brainer! Communication on delivery was also brill!
Thank god for Cara, she was fantastic, her knowledge on the machines was excellent and helped me throughout the whole process, nothing was too much trouble for her (even the 90 odd emails 😂) So much so my friends are also in contact with her to help them buy one! Thanks Cara it wouldn’t of happened without you 😊

Order Leg Extension/ leg curl machine.
I initially had a bit of a mix up with delivery and was unhappy. However a member of staff called Jaz reached out and rectified everything.
Thanks Primal. Will use again 💪🏼

Where do I begin? I spent over £150,000 kitting out an entire gym with PRIMAL equipment.

I want to start by saying that I genuinely like the equipment itself. The prices are fair, the kit looks good and, overall, it moves and performs well. Unfortunately, my experience with the installation and after-sales customer service has been a completely different story.

When the gym was initially fitted out, the flooring was supposed to be laid wall-to-wall. However, there were very visible gaps between the flooring and the walls in multiple areas. On top of this, a number of pieces of my brand-new equipment were scratched during the installation.

I was told by the fitters that they would return within a few days to correct the flooring and repair the scratches on the equipment.

They didn’t turn up on the arranged date. I tried calling the installers with no answer, then contacted PRIMAL and was initially told there must have been some confusion. It later turned out that the installers had been sent to another job.

Around two weeks later, they eventually returned to deal with the flooring and scratched equipment. The flooring was addressed, but the “repair” to equipment I’d just spent well over £100,000 on consisted of quickly spraying the scratched areas with a can of paint that didn’t even match the equipment properly.

Those paint repairs still haven’t been properly resolved. Calls regularly ring out and emails can take weeks to receive a response. I’m now being told the paint they have won’t match the equipment.

Then there were the stairmills. Their delivery was delayed three separate times. Twice I was there to received the deliver as I was told and nothing came and when they eventually arrived, one of the monitors had a manufacturing defect — there wasn’t even a hole for one of the bolts to go into. The installer reported this on the day of installation. Around six months later, I am still chasing a replacement and still have a squint monitor on a machine that was delivered brand new.

During the same visit, the installer was also there to replace a cable on my leg extension. The original cable had snapped while I was testing the machine with only 30kg, before the gym had even opened to the public. The equipment was only a few weeks old, if that.

The installer then informed me that some of the equipment had not been installed correctly. Things hadn’t been tightened properly and cables had not been tensioned correctly. PRIMAL subsequently told me that I could not open my gym on my scheduled opening day until the equipment had been checked over again.

Given the amount of money spent and the fact this was a brand-new commercial gym installation, that was extremely concerning.

PRIMAL then told me replacement parts would be ordered for the equipment that had been poorly spray-painted. I waited weeks and heard nothing. When I contacted them, I was told they had received the majority of the parts and were just waiting for a few more to be shipped.

More weeks passed. I contacted them again, only to then be told that the information I’d previously been given was incorrect and the parts hadn’t actually been ordered.

Six months after installation, I’m still waiting for my brand-new equipment to be brought up to the standard it should have been in from day one. I’m also still waiting for the defective stairmill monitor to be replaced.

For a customer who has spent over £150,000 on a full gym fit-out, I find the level of after-sales service extremely poor.

I’m already six months into a two-year warranty and I’m still trying to get issues resolved that were identified either during installation or immediately afterwards. It makes me seriously question the value of the warranty if replacing a monitor that was defective from delivery can take this long.

It’s particularly frustrating because I actually like PRIMAL’s equipment. My issue isn’t with the equipment as a whole — it’s the standard of installation, the communication and the after-sales support.

After spending over £150,000 with one company, I expected significantly better.

Dear Primal Management Team,
Re: Order #10174005 – MRX 5.0 installation

I am writing to raise a formal complaint regarding the delivery and installation of my new Primal home gym that I ordered on 29th July.

I have been very positive about Primal throughout the sales process and, following discussions with your sales team, Ali Tammam, upgraded my original Ultimate Half Rack order to the MRX 5.0. I also paid a separate £700 installation charge specifically so that the equipment would be delivered, professionally assembled, the flooring installed and the gym left ready for use.

Unfortunately, the installation has not been completed.

During installation on August 14th, your team discovered that one of the MRX uprights supplied is the incorrect size. As a result, the MRX 5.0 — the principal piece of equipment in the order — could not be assembled and installed.

I have attached photographs showing the incorrect component and the current state of the garage following the attempted installation.

This is particularly disappointing because I made a significant investment in both the equipment and Primal's professional installation service precisely to avoid this type of situation.

My garage has now been cleared and prepared for the gym, the equipment is occupying the room in an unassembled state, and I cannot use the gym until the problem is rectified.

Even more disappointing is not getting a clear answer despite my almost daily follow ups with Tommy and customer service team.

I would therefore like Primal to propose an appropriate resolution.

My preference is still to keep the MRX 5.0, provided Primal can supply the correct component and return promptly to complete the installation at no additional cost.

However, given the failed installation and inconvenience caused, I also think some form of goodwill compensation is appropriate. One straightforward solution would be for Primal to arrange and cover removal of all of the packaging, pallets and installation waste from the property, which I understand was not included in the original installation service.

Alternatively, I would be happy to consider an appropriate refund against the £700 installation charge or another reasonable goodwill gesture.

I would also like to formally preserve my right to cancel/return the MRX 5.0 within the applicable 14-day period while this issue remains unresolved. Your published FAQ states that most domestic products purchased at distance may be returned within 14 days of delivery.

If Primal cannot supply the correct component and complete the MRX installation within a reasonable and agreed timeframe, I would like the option to cancel the MRX purchase and have Primal collect the equipment at your cost and provide the appropriate refund.
For the avoidance of doubt, given that the MRX could not be assembled because an incorrect component was supplied by Primal, I would not expect to bear collection, disassembly, reinstallation or other costs arising from that error.

I would therefore appreciate confirmation of:
When the correct MRX upright can be supplied.
The date on which Primal will return and complete the installation.
What goodwill/compensation Primal proposes for the failed installation and inconvenience caused.
Confirmation that my cancellation/return position will not be prejudiced by the time required for Primal to rectify the problem.

I have spent approximately £3,185 in total on the equipment and professional installation, and chose Primal because of its reputation for quality equipment and service. I would much prefer for Primal to resolve this quickly and leave me feeling that choosing the MRX upgrade was the right decision.

Please could a member of the management/customer service team contact me promptly with a proposed resolution.

Emailed me the day after ordering and said some of the items couldn't be shipped for a month and did I want to wait around...well no if I wanted them in a months time thats when I'd order them and if you don't have them in stock you shouldn't be selling them until you do, joke of a company when you can't get the simple act of selling and shipping goods correct

Love the equipment. But aftercare is non existent. Bought a power rack with cable system. Rubber coating stripped off upper pulley within 6 months. Asked several times for help and advice by email, but no response. The friction on upper pulley now makes it jerky, so products on the whole great but minor issues letting it them down

I ordered the MRX5 bundle that unfortunately came with a part that had a manufacturing defect (hence the 4 stars). I contacted Primal and once Caitlin had the issue to deal with, she was great at getting this resolved. Communicated well and kept me updated throughout until I received the replacement part. She seemed to be really trying to get this resolved as quickly as possible for me. I work in a customer facing management role and this is the sort of customer service I expect. 10/10 for Caitlin.

I recently purchased a Hi/Lo pulley system from Primal Strength, and I couldn’t be happier with both the product and the service I received.
Craig and Jaz were absolutely fantastic throughout the whole process — incredibly helpful, polite, and always willing to go the extra mile. Nothing was ever too much trouble, and their customer service was excellent from start to finish.

The pulley system arrived quickly and was relatively straightforward to assemble. The quality is fantastic, and I’m really pleased with my purchase.

I would highly recommend Primal Strength to anyone looking for quality gym equipment, and Craig and Jaz are a real asset to the company. Excellent service all round!

Primal has been brilliant! Really good quality equipment. Great customer support. Especially from Ali Tammam!! Primal helped build my home gym. Over the moon with how it’s all gone. I love my PRIMAL home gym! Ali Tammam.

I ordered some equipment and had some issues with the courier. I got in touch with Primal and spoke to an actual human in customer service who was extremely proactive in resolving the issue and ensured I received my order. They were also very considerate and communicative throughout correspondence and after-sales.

Equipment was great quality and I'm sure I will enjoy for years to come.

Absolutely superb service, I only ordered a lengthening strap for my sled handles, the quality is excellent.

Few issues which took longer than it should have for a small item but they were resolved as quick as they could. Jaz was very helpful and sent them out complimentary as a gesture of good will so I can’t complain really. Good email response time really helps.

I have been a Primal customer for around two years. My first experience was excellent: I purchased a home gym bundle with the assembly service, and the installation team were fantastic. The end-to-end experience at that time genuinely deserved five stars.

Unfortunately, my more recent experiences have been very different.

On two separate occasions, I have ordered and paid for items in advance but have had issues receiving them.

The first time, I accepted it as an honest mistake. Although the issue was eventually resolved with a refund, it took around five emails to get there. The most frustrating aspect wasn’t the mistake itself—it was the lack of communication. There were no proactive updates about delays, leaving me to chase for information.

The second incident was even more disappointing. My order came into stock and was dispatched, but the item was apparently lost in transit. I contacted Primal to ask how we could resolve the situation, but I received no response until I sent a follow-up email a week later. Only then did I get response, when the item was out of stock.

What disappointed me most were the initial solutions presented to me were simply to see if they can find the missing item, accept a refund or wait until the product became available again.

Afterwards, I emailed feedback and specifically asked for it to be shared with the management team. Instead of forwarding it internally, I was asked to write another email addressed to management. That response summed up my experience: frustratingly slow.

I should note, there was another person in Support I did end up talking with after this incident called Tommy who gave much more reassurance and gave a much more positive experience. So perhaps you can have a much happier experience, depending on who you end up assigned with.

I want to be clear that I’m not criticising the products themselves. My original experience showed that Primal is capable of delivering an excellent service. However, based on my recent experiences, the after-sales support has fallen well below the standard I would expect and it seems to be a flip of a coin if you get somebody who will take ownership.

If you’re considering purchasing from Primal, my advice would be to bear this in mind. If everything goes smoothly, you’ll probably have a great experience. But if something goes wrong, my experience suggests that response times, communication, and ownership of customer issues can be disappointing.

I hope Primal’s management team sees this review, as I believe these are fixable problems. Better communication, faster responses, and greater ownership of customer issues would make a significant difference and restore the confidence that originally made me choose Primal.

Easy to order & delivered quickly & a good product

We couldn't be happier with our experience with Primal Strength. The quality of the equipment is excellent, and the service has been outstanding from start to finish. A special thank you to Ali, who has been incredibly helpful, knowledgeable and responsive throughout the whole process. Nothing was too much trouble, and they made everything so straightforward. We wouldn't hesitate to recommend Primal Strength to anyone looking for high-quality gym equipment and fantastic customer service . If you ask for Ali you will be in safe hands!