National Gym Supply

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.

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 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.

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.

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.

I would recommend if you have to replace a part on your machine...just buy a new machine. Make sure your equipment model # matches products in their inventory system. If not, just buy brand new equipment. i ordered a part for my machine, they sent something else and I had to pay the shipping cost for the return despite it not being my fault. In the long run I paid more for returning the part. Fortunately, they are available for calls and emails but just make sure they have the parts for YOUR equipment.

Awesome!! They messed up the order and fixed it right away! Usually when this happens businesses tend to slack. I have ordered from them before and had no issue. This was the first time I had an issue but they took care of it so quickly it was like it didn't happen. Very happy with my experience!!

Purchased a few parts from here which showed up with no issue. But the support line they have is clueless. The guy sounded like he was high and wasn’t able to speak full sentences. Ended up buying parts that I didn’t need from listening to him. He also told me that the deck I purchased from them was already lubed up and didn’t need any additional lube. Which was obviously incorrect.

I was referred to National Gym Supply by Powertec for a new cable for a lat machine. Thankfully I have tools and can fight my way out of a wet paper bag because this is a 100% do-it-yourself job. I set up an account and followed the prompts for creating a cable. The process is seamless and easy. I used a caliper to measure the things I needed specific small measurements for but you can wing it if you want. I added a couple extra inches to my cable because I felt the old one was a little short for my height when I wanted to do specific motions with the bottom part of the machine. Ok. ...so the only thing preventing me from saying this is a five star company was the shipping. It is a bit high for just a cable but the packaging was top notch. I believe the standard was 1-3 days to ship then 1-5 days for delivery. So, minimum 2 and max 8. Take away that I ordered late on a Friday, so call it Monday. I ordered on the 8th (11th) and received it on the 19th. It was every bit of the 8 days and I paid for quicker shipping. Regardless, the cable was perfect and I am really happy that this part of it was easy. Putting the machine back together and using it again (with the extra couple inches) is fantastic. I will definitely use them again if I need a cable.

Ok when parts arrive or can be ordered. Absolutely ZERO customer service or support. Emails get ignored or only replied to after a week etc. If there's an issue and you need help...forget it. I'd advised use somewhere else if you are a large gym etc.

THIS PLACE DESERVED 6 STARS 🌟 🤩 ✨️ 😍 not only did they assist with the correct product but it arrived almost instantly and worked perfectly thank you guys so much and special thanks to the techs that were very knowledgeable in identifying what I needed.

Not the best customer service. They are not helpful at all on the support line and don't care. I was disconnected on the phone after receiving their warranty work and needed help. No call back from them. Every time I call the person who answers acts like they are being bothered and are very little help. There are better options out there to purchase parts and get help from companies that care to help and appreciate your business.

Wow! I thought getting new cables for an out of production machine was going to be a pain. Very simple order process and the order shipped the same day. Definitely under promised and over delivered on service.

Was recommended by Precor to get an replacement circuit board for an out of production elliptical. Found the part at a reasonable price and shipping was quick! Didn’t think it would be so easy. Was a bit scared by the requirement to return the broken part to them or get charged a fee - but return was easy and they provided a free shipping label in the package. This is the place to go for OEM replacement parts for old equipment.

These guys are professionals, they never disappoint, I always receive my goods all the way to Nairobi Kenya in Africa.

This is an amazing vendor for indoor cycling parts and fitness equipment parts. Here is the Hot tip - if you're looking to start a gym at your house they have all the supplies and stuff that you need order one of their catalogs and check it out

We have used them to refurbish Precor treadmill IFT Drives and all have worked great with no issues.

This place has the best prices in after market and OEM parts anything you need for your business​ gym or home gym.

Great company with tons of parts to choose from.

Decent availability even during the pandemic when it was nearly impossible to find equipment.