We needed replacement parts for a really old Marcy bench that I picked up used. Impex was really helpful in finding the parts that would work even though the model was long out of production. Shipping was fast and reasonable. I could not ask for better service.

I purchased an Impex recumbent bicycle several years ago through Amazon. Finally, one of the pedal straps broke. I called the Impex customer service number. I explained the situation, including the fact that I was way beyond the warranty period. I was asked for and provided my name and address information. I was told that I would receive a replacement strap in the mail in a few days, at no charge. Now THAT’S what customer service should be!!

BUYER BEWARE! I ordered a Marcy Olympic Bench MD-879 in September (4 months ago). It came missing a part. I have called their horrible customer support at least 8 times now and every time they tell me the part was on back order and they just received it in the warehouse and will ship this week. 4 months later and 8 calls and I still have not received the part. Today I sat in their call queue for an HOUR. Got to caller number 4 and then suddenly get an automated message that states all reps are busy and call again later. I have also called and asked to speak with the Manager. They took my info and said she will call me back. Yeah right! DO NOT BUY ANYTHING FROM THIS COMPANY! If I could give zero stars I would! I will be contacting the BBB, the Attorney General and my credit card company to see about getting a refund since they cannot be bothered to send the missing part.

DO NOT BUY A MARCY WEIGHT BENCH. I purchased one and it broke within 5 minutes of me using it. Customer service has not returned any of my calls. I have called many times and they never resolve the issue, they only say the part will be another few weeks. This has been going on since December. They are thieves, and they do not care about product safety.Do NOT buy from Impex.After ONE bench set (with only a bar), I noticed that the seat was rather wobbly. I looked under the bench to find that the welds holding the seat to the base had sheared straight off. I was fortunate to have been warming up with just an olympic bar, as if I had put weight on it, the seat may have fallen right off of the bench and caused an injury. The entire seat structure is held up by this one piece of thin box tube with a thin plate welded on. The welds were done incorrectly. In addition to that, this part should have been welded on all four sides of the box tube instead of two. I doubt Marcy has any kind of quality control or safety department.

Total joke. They dont really want to sell you equipment. Drove all the way over to look at a whole gym pack. And was told online orders only and the showroom was private (???) And They wouldnt even allow me to look at the machines (which were only 30 ft away through a door) or take measurements being I just drove all the way down there. I still could have purchased online.If thats the type of customer service you get when youre trying to purchase one of their machines, God help you if you need customer service after you purchased.

I purchased a recumbent bike from this shady company. The computer monitor was faulty and the seat squeaked and knocked. I contacted customer service to return it and got a constant run around. They were trying to make me pay for the return shipping and a restocking fee. BUYER BEWARE. Do yourself a favor and buy your equipment locally from a reputable company that honors their return policy. Do Not purchase online. Do not make the mistake I made. I now have BBB involved and my credit card company.

Their customer service is horrible. I got my gym a month ago...BROKEN.Ive called four times looking for a tracking number for a defective part, and everytime...Oh its going out tomorrow or Its going out Friday. It has yet to ship. They are programed to lie to get you off the phone. Everytime I call, I get hung up on because the system says Ive opted for a call back...never once have I opted for a call back. The call system dumps you...because the customer service is horrible and they dont care about you after the sale. They can look me up by name and by todays date, they know Im real, and they know they dont care. The reply will likely be a generic: Sorry for your bad experience...please call us

This home gym equipment company is a poorly run business with questionable business practices. It’s too bad that these product reviews are under the company’s corporate name and not under its many brands’ name so that many readers will miss these reviews.With the pandemic and gym closures, this company has affordable home gym equipment in-stock and available. However, after poor experiences with two orders and a report to the Better Business Bureau and the CA Attorney’s General’s Office after the second order, I do not think that I will purchase more or can recommend Marcy, and likely their other brands, home gym equipment.On October 27, 2020, I purchased a home gym, Marcy MWM-4965. On November 8, 2020, I reported to the company a damaged Part #8 and requested a replacement part. On November 9, company employee Erika replied, Please allow 24 to 48 hours for the order to process and 5-7 days for delivery depending on your location. On November 22, I inquired about the replacement part. On November 23, Erika replied, ...the order was on back order (sic) we got the part in, order will ship out tomorrow and email will be sent with tracking information. On November 25, I inquired about the replacement part. That same day, Erika replied, The order is being shipped out this week (sic) we are just having delays with our shippers. As of today, December 1, 2020, I have not received a tracking number or the replacement part. I have notified the Better Business Bureau and the CA Attorney’s General’s Office.A previous experience with the company should have warned me of its business practices.On October 20, 2020, I ordered the Marcy MD-9010G, a Smith Machine/Cage System. After realizing that the Marcy MD-9010G required Olympic weights that cost MORE than the Smith Machine/Cage System, on October 26, I emailed and requested cancellation. I received two Marcy form replies. I repeated my request but Marcy sent another form reply. Subsequently, I telephoned Marcy but was on Hold for 29 minutes and did not get through. That same day, Marcy finally emailed, “Order has been shipped, if you want to cancel order (sic) there will be restocking fee of 15% and shipping cost coming back to Marcy”. I replied, “As your Order Status webpage states, ‘AWAITING SHIPMENT’, and not as you stated in your email quoted below ‘Order has been shipped’, I should not be penalized with a restocking fee of 15%...my credit card company has been notified and, shortly, I will document your business practices with the Better Business Bureau and with the CA Attorney’s General Office.” Marcy later emailed that my order “is now Cancelled”. This first order should have served as a red flag, a warning sign of this company’s business practices.

I am totally happy with the service and product I have. Great workmanship and service from Impex employees. Will definitely come back. Thank you.Ron

Received our home gym and we had a couple pulleys that were dinged up and one of the foam arm pads was damaged. I registered the equipment in order to file a claim and before I could even file it their customer service associate Abigail reached out to me so that I had a connection for any future needs. I told her what was damaged and she took care of me immediately. I didnt have to create the claim myself - it was just a simple email exchange. She was prompt with her responses, extremely helpful when I accidentally asked for the wrong part and she was just a pleasure to work with.

I needed to get some replacement parts for my IMPEX PM-3200 home gym which was about 5 or 6 yrs old. After reading the negative reviews I wasnt looking forward to the experience of dealing with their customer service. I called and was quickly transferred to the parts dept. The person was friendly, took my order, and was helpful and patient as I decided how I wanted it shipped. I received the parts in a few days. All parts were correct except for one which was very similar to another part I ordered. I called and explained and again had a very pleasant experience with the customer service. But when I received the replacement it was still incorrect. I called again and explained about the similar parts. The customer service person actually went to the warehouse to get both parts and emailed me pictures of the two parts and I identified the correct part. I just received the correct part. Maybe I was fortunate but I found their customer service to be helpful, patient, friendly and quick.

Terrible Customer Service! Buyer Beware!Refused delivery after equipment arrived incomplete. Customer service told me to accept it anyways and submit a request for parts (another 10-13 days) or refuse and they would issue refund after it was ALL returned... How can I return ALL the items? 1 of 6 boxes are missing!

Terrible Customer Service. Received my product damaged. Spoke with Christian. His lack of phone etiquette and inability to coherently explain the replacement options available to me caused me to ask to speak to someone better trained in customer service....he hung up

Quality control is terrible. Got a Home Gym, took about 5 hours to construct, then find that 1 small part is missing, but that made that whole workout piece inoperable. Customer service give me the run around. They should ensure all parts are present. Even when their product is faulty, for the small cost of the missing part ($3), they would not warranty and send the missing part. Be wary in what you expect, customer retention and reputation is not priority.

Terrible customer service - ordered parts was told Id receive after five days then few days later said it would be delayed six to eight weeks. After eight weeks I sent email inquiring about order no response. Called to inquire put on hold for five minutes no one answered. Called back was told Id have to hold for five or ten minutes. Did not realize they were trained by Comcast service reps.-----UPDATE; After my negative review Debra, from Impex, answered review offering to help me obtain my parts. I called Debra and she went out of her way resolving the situation-the original rating was well deserved however the situation was resolved in a professional manner.

Good business.

I sent you guys an email back in December regarding parts that were missing from the weight bench that was purchased for my son. I was then told that the parts were on back order and would be in on February 4th & would be shipped to my address immediately. NOT SO!!!! It is March & my son has yet to be able to use the weight bench. Who ever your quality control person is they did a crappy job!!! I personally would love to return the whole freaking thing & get my money back & write a very unsatisfactory review because this is HORRIBLE customer service!!! So here it is. I even called, gave them my contact information, and emailed these people and they NEVER ONCE followed up with me. The machine is pretty much a huge paper weight that sits in the middle of the floor taking up space. My advice to you is to shop else where. Customer service is no where close to what it should be!!!

Would definitely NOT recommend. The customer service is terrible. I called to get a part for an older piece of equipment that I have. The girl I spoke with said she would check and see because she didnt think that there were any and she would call be back that afternoon or the next morning. I never heard from her, so I called back and was assured that she would returned the call when she returned from lunch. Again no contact from her, so I called back a third time. She gave no apology for not calling me back, just said that she had an answer and no they couldnt get the part. As a company that sells equipment you would think they would be able to get it or at least come up with something comparable. She did not offer any other assistance and basically had an I dont care attitude. I would go somewhere else to purchase any piece of equipment in the future.

Bought a decline bench and it was missing the assembly kit(bolts.nuts,washers). They told me they are on back order???? Come on. The customer service has been AWFUL . 6 weeks for bolts and washers??? Come on impex all I want is my stuff I PAID FOR AND YOU DIDNT SEND!!!

Since I had to leave a star to write the review, I will start by saying if I could it would be -10 stars.Wanted to register my product and activate my warrantee, however their website was down, so I picked up the phone.When the company answered I asked if they were aware their website was down? The receptionist asked me if I was calling to register something? I said I was, but had tried to do it myself online but the site was down. She would not acknowledge the website and said she would transfer me to customer service. I waited on hold for three (3) minutes before disconnecting and calling back. Same receptionist asking How may I direct your call? I state, to somewhere I wont be abandoned. on hold for three minutes.Next point of contact (Monique, I learned later) was prompt to answer, and dismissed their site being down to an website update. Monique took my information for registration, but was reluctant when asked to send confirmation of the registration via e-mail, saying she would have to do it manually.I thanked her and begin to tell her an issue I had in the assembly of my Folding Marcy Exercise Bike (NS-652). One of the bolts on the seat had threads which had been compromised, making it impossible for the nut to be screwed on. I explained how I took a Dremel cutoff wheel and fixed the threading, so the nut would be accepted. DEAD SILENCE on her end, as I heard her typing away. So I said, Just thought your company might like to know there was an issue that would make most people have to return the product. Monique was quick to say, Before you returned the item, we would ask that you contact us so we could send a new seat to you.I told Monique, While I appreciate the fact that the seat would be replaced, what about the time I would wait for the replacement seat? This shouldnt happen, and one would think your company would be concerned. Judging by the customer service I am receiving from this company, I would have to question how long it would take before I could actually use the product. Then on top of all this, there is no apology for the inconvenient, or acknowledgement of how I saved the company the issue with having to deal with a return of seat, or the entire product.Thankless is this company for your purchase, or feedback on their products and its flaws. Even when this was pointed out to Monique, the blatant disregard for the customer from their company, would she offer any shread of appreciation to the customer. Pausing from her typing, only to say, I realize you think this should not have happened. We would be happy to have replaced the seat.All it would have taken was some sign of appreciation from this company, and I would not have felt the need to call them out in detail. Pretty certain they will be just as thankless for this review. Product is great, if you can assemble it. Dont expect much from the company after your purchase. If you bought through Amazon, and you cannot assemble it, return it through Amazon, not through the company like the Warranty card says, or you are in for a nightmare.

Very poorly constructed product and the total run around from customer service. They ask for pictures and then cant view them even after a shop light was used to be able to take very clear pictures of the problem. Buyer beware.

Very chingones to load..fast and all kind, and good parking lot