National Gym - Gym in Los Angeles, United States

Ordered parts at the end of Oct. I was not informed of any kind of warehouse change or delays until AFTER I reached out after two weeks of seeing not shipped on my account. I was told end of Nov. I reached out today and was told they still have lots of delays and that it would more than likely be another 2-3 weeks before my order could be sent out. I understand things happen, but this company was aware of their warehouse move way in advance and that should have been something they list of the website or when placing your order. The lack of communication and apologies has been most frustrating and this is why I left 2 stars.

I placed a parts order with National Gym Parts Supply on October 21st, and the experience has been nothing short of terrible. After five days, I called to check the status. They told me one item was on backorder, but everything else was ready. We agreed they would ship all available parts immediately and send the backordered item later. A week passed, and still nothing. When I called again, they told me, "It's shipping tomorrow." Then on November 5th, I called again and was told the exact same thing - "It's shipping tomorrow." On November 10th, I followed up once more. Same answer again - "It's shipping tomorrow." This time they also blamed "miscommunication" between their warehouses in different states. Today, I called yet again, hoping for a real update. Instead, I received the exact same line - "It's shipping tomorrow." No tracking, no confirmation, no accountability. So from October 21st until now, I still haven't received any of the parts except the backordered one that we already agreed to leave aside. Meanwhile, my clients have been waiting for weeks, and this delay reflects poorly on my business. What makes this worse is the complete lack of professionalism. No apology. No ownership. Just, "We can cancel your order. Have a good day." - and they hung up the phone. I have used their competitor before and never experienced anything like this. I consistently received parts within 2-3 days, every time. I am extremely disappointed with National Gym Parts Supply. The service, communication, and customer respect are absolutely unacceptable. Update Jan 8th 2026 would like to add that since leaving my review, not only did the original issue stem from their mistake and their failure to communicate with me regarding parts availability or internal warehousing problems, but I was also strung along for an extended period of time with no clear answers. To make matters worse, they have now closed my account. The irony is striking - the error originated entirely on their end, yet instead of offering a response, a phone call, or even a simple apology email for their mistake, they have put my account on hold to be reviewed! As a leading service provider for almost most of municipalities, Government, and corporate gyms in Ontario, I will no longer conduct business with this company unless someone reaches out to me directly to offer an apology, either by phone or in writing. Effective immediately, my business will be conducted directly with manufacturers and with SportSmith, as they have consistently demonstrated professionalism, transparency, and generosity in their dealings with me.

I am waiting on my order since October. When I asked (multiple times) for updates, because they're not giving me any, they keep telling me "it will ship by the end of next week". But it never does. I see that I am not the first customer to report this kind of situation.

Too many promises and no delivery. I would recommend purchasing the item from the manufacturer or a company which keeps its promises of delivery. Waiting for a product over a month, which was listed in stock, is not good business.

Tried to order replacement parts for our machines and have had multiple issues in the process. The site does not work properly neither the new or old version. When trying to place the order and create an account the site kept telling me customer code already exists. When trying to log in based on what was entered it then said it was invalid. Forgot password would not send any information to reset. When the order finally placed under another email this email also could not log in to its own account. The order update was sent missing 5 items. The order shipped missing these items with no notification of if it was on back order or not. The order was worthless without these items because we could not complete repairs without them with only the parts that were sent. We had to pay shipping PLUS customs duties on an incomplete order to the value of over half of the order value. We are now out of pocket for these charges with machines still unable to be repaired which is affecting our business. Customer support is slow with rectifying these issues or responding. Would not recommend at all based on this experience but hopefully they can resolve this.