ComplaintsforSports and Fitness Exchange

• Initial Complaint

  08/22/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  On May 20, 2024, I spoke with sales rep ***************************** and placed an order for a hack squat machine for $1981.87. She said delivery lead time was ****** days. I agreed to the lead time. The very next day, I get a ***** shipping notification and learn that the wrong machine was sent to me. ***************************** confirmed they sent the wrong machine to me. ***************************** directed me to refuse the delivery, which I did on May 29, 2024. I obtained documentation from ***** confirming I refused the delivery as directed by *****************************. This document is called a Legal Notice of Refused Freight. On May 29, 2024, Due to the problems I encountered with this order, I requested the cancellation of the order and a refund of $1981.87. I spoke to a manager over the phone who agreed to process the refund. On June 19, 2024, because I had not received a refund, I disputed the charge with my credit card company. On August 12, 2024, the credit card company somehow concluded that I was responsible for the charge despite the fact I refused delivery as directed by *****************************. In conclusion, I ordered a specific product in good faith and provided payment. They sent me the wrong product. I followed the direction of their sales **** ***************************** and refused it. I provided documentation from ***** confirming the refusal. I did nothing wrong or deceitful and I have lost $1981.87 as a result.

• Initial Complaint

  07/25/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered and elliptical trainer from them. It took a long time to get to me due to shipping issues with ****** I received it and it was broken. It took me weeks to get someone to take care of fixing it. They agreed to send me another one. That one came and the shipper wouldn't agree to help us get the machine to the door. It weighed 600 lbs. I couldn't lift it so i sent it back. I was never offered any white glove service to help set it up or anything. I offered the shipper to pay for the set up charge. They sent it back saying they didn't offer that. It took weeks to get that sent back. Their return policy is vague. They say that you can cancel an order for a 15% restocking after 48 hours. then they charged me over $400 of shipping when it returned and they told me I couldn't get a full refund because it was over 48 hours when it was their fault it was over 48 hours. One part says you will pay a shipping to return the item. this way they can pay you the least amount back. I asked for the refund that I am due and they gave me a gift card to spend there. I wrote back telling them that I wanted my credit card credited because I do not want to use them to buy again. I am unhappy with their services. I do not want to purchase any of their machines. They have not responded. I want the full amount I am due back to my credit card so I can shop elsewhere.

  Business response

  07/30/2024

  This is not the experience we aim to provide. I'd like to look into your situation further to see if there is anything I can do to help. Please reach out to me, *************************, **************** Director, at ************ or email at
  ****************************************
  
  

• Initial Complaint

  07/03/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  i ordered a tread mill from this companies amazon store they have refused to answer any questions or respond to shipping label for return, i received a product that was described like new refurbished, the treadmill looks like it has been used for 20 years, it is filled with lint and received tread with seams to be a ripped track and very scuffed up surfaces i would like a full refund or replacement of this product it is very unprofessional how they have neglected to mitigate this issue and false advertised with no result to complaint that is documented and relevant, information was sent june 28 2024 for return of item due to damage i have waited long passed the amazon policy of 48 hours and will be contacting my personal attorney for fraud and false advertising if this is not resolved

• Initial Complaint

  02/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  2/10/24 I purchased a new Stair Stepper for $3100 after paying $649 for "any room delivery".after it ships, they proceed to tell me it is only first floor delivery.I need on second floor, and that is why i paid the $649.They admitted fault but still want me to pay to get it upstairs.I refused delivery to the first floor and still have not received a full refund.

  Business response

  02/20/2024

  I am so sorry to read about your experience and the impression you've been left with. This is not the standard we've set for Sports and Fitness Exchange. We have multiple delivery options from curbside to in home delivery. 2nd Floor deliveries can be done through our partner carriers. If you are still unsatisfied and would like to do a return you still can during our return window.  *******************************************************

  Please reach out if you need any assistance.  ****************************************

  *********************

  ************

  Customer response

  02/20/2024

  The options stated ANY ROOM.  Did not specify floor. If I would have known that, I would have asked for that. The problem is, they admitted their mistake, but werent agreeing to fix it. They wanted me to pay a mover on top of the $649 I paid for ANY ROOM delivery. 
  

  the website still states the same thing  they havent even fixed it!

   

• Initial Complaint

  01/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased a NordicTrack AirGlide14i from this company. I picked it up the Friday before Christmas, 12/22/23. I had been told and reassured when I asked that this machine was not used, it was a 2nd sale of sorts. However, the first issue was when I plugged it in the day I brought it home and saw that someone else's name was signed into the IFit account. That led me to believe that it was used. Which would be the first issue / lie. Then after signing in and connecting the machine to my wifi I tried to use it and when in motion it did not recognize any movement so after about 20 - 30 seconds it shut down. I tried numerous times and the issue continued. I called that day, 12/22/23, to my sale **** ******** and he had me do a factory reset. Once this was complete I tried the machine again and it still did not work at all. Mind you this was the Friday before Christmas and they did not have a technician available to come look at it. Fast forward to the 12/28/23 after having multiple conversations with ******* and the customer service rep I was advised to email their customer service team. I did so on 12/28/23 stating I would like to return the machine because it was both used and obviously did not work. I sent them a video as requested showing that the machine did not work at all. When they responded on 12/31/23 I was told "I'm so sorry to hear this, I can send a technician to take a look at your unit and provide some assistance if you'd like before you go forward with a return". When I told them I just wanted to return it for a full refund they said there would be a 15% restocking fee. I was unwilling to pay this because the machine never worked. A tech came and looked at it on 01/03/23 but they were not able to fix it. For the next week I told them I want to return but on 01/10/23 they said I could only receive store credit. I told them I just want a full refund because the machine never worked. They are now not responding to my inquiries.

  Business response

  01/17/2024

  Hey ******,

  I am so sorry to read about your experience and the impression you've been left with. This is not the standard we've set for Sports and Fitness Exchange. All of our items are not new, but they are not used either. Our products are items that would otherwise end up in the landfill if it wasnt for us. I think the best way to explain it is with an example:
  
  Before us, brands such as NordicTrack would get returned items due to the items being shipped to the wrong address, the buyer being unable to pay, or the box being damaged, etc. Once those items were returned NordicTrack could not sell those as new, so they would throw them away. However, we work with NordicTrack to re-sell those products at a steep discount to protect the environment and the pocketbook of our customers. The items that are damaged or unusable get the plastics, microchips, and metals recycled so that nothing ends up in the landfill.
  
  The items are usually damaged box items or have foam damage. They all come with a warranty which can be extended for up to four years.
  

  You can always check if an item has been used by checking the miles on the machine in the settings. We do quality test all the units, so they will have a user logged in so we can test those features.

  We can only follow our return policy as it would be unfair to give preference to certain customers.  The full policy can be found here: *******************************************************

  Best,

• Initial Complaint

  11/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Apr 19, 2023, my husband placed an order for a Proform Carbon HIIT H7 (Order #*****). We picked it up on Apr 28,2023 from Sports and Fitness Exchange. We also purchased the 2yr extended warranty totaling our bill for $519.80. When we picked up and set it up, immediately I started to workout on it. I called the company to tell them of the strange squeaking sound that was coming from it every time I used it. I was informed to monitor it to see if the sound will go away. The sound worsened and even started giving off a clanging sound. I sent numerous videos. The reps informed me that they will offer me a free exchange of the machine without the hassle of returning the one I had. I asked them if they had any more of the H7s in Stock. They informed me it was out of stock and to wait to see if it will get more. As time went on, they never restocked and a rep told me that I can exchange it for any other item I want in the store. They gave me the option of exchanging for any other item or waiting until next year to see if it'll get restocked. I was assured that my account is notated and I won't have any issues with doing an exchange in the future. The rep even went out of their way to email me other options I can explore further solidifying my option to exchange for any other item I want. Last week, I called the store and they informed me that I couldn't exchange my item and that I was welcome to use my extended warranty. I informed them that the item I received was defective and that I was promised to exchange for an item of my choice at any time. I even forwarded them the email confirmations of my communication. The woman in head of the cust. sv. **** was the one who initially helped me in the beginning stating I can exchange without need for return. However, when I spoke with her again, she said that I cannot. I would like what was promised to me from the beginning. I requested to speak with the owner and even emailed him, but he never reached out to me at all.

  Business response

  11/30/2023

  Hey,

  I am sorry to hear about the issues you are experiencing, and this is not the experience we aim to provide at Sports and Fitness Exchange.  Since it is 7 months after your purchase we can only honor the services of the warranty you purchased, which covers parts and labor for everything but cosmetic issues.  I am glad you purchased the warranty since you are 100% covered with that plan.

  Best,

• Initial Complaint

  11/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased 10/10/23 $1400 including shipping Shipper, roadrunner, contacted us on 10/13 to delivery heavy item and said they only deliver to curbside not to our front door. We live in an apartment complex so unsure how we would get that to our front door and this is why we ask for delivery, to come to our door not out on a curb. Roadrunner suggested I have it sent back to sports and fitness and they can refund me. I accepted. I called sports and fitness and the gentleman said once they receive the item back then they can issue a refund. Went back and forth with customer service reps and they all understood that the curbside delivery was never mentioned to me and that since the bike never made into my possession that they were certain a full refund would be acceptable esp since i am disabled and there is no way for me to get this bike to my front door. Hence why i had it delivered. I received an email today , 11/2/23, stating they will refund only the amount left over after deducting shipping costs to and from the shipping center. That is $500! And we never even saw the product. I was led to believe we would get a full refund regardless of their refund policy because of the circumstances of my disability and the lack of shipping information provided to me at time of purchase on website. The customer service reps were all so kind and understood the unique situation. There is a manager that will not honor this. We are asking for a full refund as we never even received the product. It was never delivered to us so why are we paying for shipping?

  Business response

  11/03/2023

  Hey *****,

  When purchasing through our website you chose the "Fully Insured Curbside Delivery" option.  We can only honor the service that you chose, and cannot change the service once you have sent the item back.  All returns must follow our return policy found here: *******************************************************

  Best,

• Initial Complaint

  04/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a Precore treadmill for $2100 on April 1, 2023was told it would be possible to get an extended warranty. Told all units were certified to work. Upon arrial, the unit had electrical shock. We did several adjustments to include placing on rubber feet. While doing so, observed black dust under the tread. Unit still shocks and dust is getting more. Called store and told to send email to customer service that no manager was available. Store refuses to repair or replace or refund.

  Business response

  04/28/2023

  Hey ******,

  I am sorry about the issues you are having with your treadmill. This is not the experience we aim to provide.  I see you emailed our customer service team at ******* today.  We will respond to you asap. 

  All of our units come with a 90-day warranty, so rest assured if anything is wrong with the machine we will make it right or give you a refund.  Our full refund policy can be found here: *******************************************************

  I have put a note into customer service team that you have reached out here as well.  They open M-F, 7 days a week. They will be reaching out to get your case resolved by early next week.

  If you have any questions in the meantime feel free to call at ************.

  Best,

  Customer response

  05/03/2023

  I am writing to express my concern about the customer service practices of your company. Despite receiving a generic email response that promised to reach out via phone and provide a refund if not satisfied, I have not received any further contact or resolution.
  It appears that your company is engaging in tactics designed to frustrate consumers and push the response beyond the warranty period, thus voiding any warranty. This practice is not only unfair but also potentially fraudulent.
  As our purchase was over two thousand dollars and there are likely multiple persons with similar losses, this could amount to tens of thousands of dollars in fraud perpetrated by your company.
  timeline of events:
  4/1: Purchased treadmill providing all contact information to business.
  4/5: Delivery
  4/5: Screen of treadmill did not function. Told to install a power strip. Functions were set to the previous owner and could not be fully utilized.
  4/5: Treadmill began to shock on the screen,handles, and electronics sitting on treadmill.
  4/5 - 4/27: Consumer attempted solutions to issue but found none.
  4/28: Consumer called to report issue at 10:28am and to speak to manager. Told to send an email to customer service but a manager would call. As of this writing, no call has been received.
  4/28: Sent email documenting issues.
  4/29: Email from company requesting photos/description of issues.
  4/29: Photos sent to company and issues stated.
  5/3: Email from company requesting statement of issue.
  Your response states that you will reach out via phone, yet you have not. You also state that you will provide a refund if not satisfied. However, your actions show that you do not intend to honor the warranty or provide any repairs. We request a refund of our purchase.
  These practices may be in violation of the ******* ************************ Consumer Protection for consumer fraud. I respectfully request that you honor your warranty and provide a refund for our purchase.

  Business response

  05/04/2023

  I am glad you are working with customer service for your warranty claim, we will try to get a resolution to your issue asap.  You are still under the 90 day warranty period and our refund policy can be found here: *******************************************************

  If the issue resolution pushes you outside the window do not worry. The warranty claim starts from the day you contact us about the issue. (In this case you purchased the equipment last month and first messaged us about the issue on Friday you are within the warranty period)

  Best,

   

  Customer response

  05/10/2023

  there has been no communication from the company 

• Initial Complaint

  11/16/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a treadmill on 11/04/2022, order number #*****, Today is 11/16/2022, and the treadmill has not even shipped. I asked why? - they said that some information is mismatched and order in on the investigation. I provided screenshots from the bank, screenshots from Gmail, and my driver's license, and they said that it's not enough! First of all - why they didn't call, email, or inform me for the 14 days? Only when I personally sent an email - they answered.Second of all - I provided all screenshots as well as asked them to cancel the order and return the money if something was unclear for them, but they won't do it.

  Business response

  01/07/2023

  Hey ****,

   

  I apologize for the delay in refunding your order.  We receive a lot of fraudulent orders since our equipment is so expensive and holds it value very well.  Any orders that get flagged as fraud by our security software can't be shipped out or refunded until we can verify the credit card was not stolen or being misused.  I am glad you got your refund, and I am sorry the process mis-identified you and took so long to distribute your refund.

   

  Best,

   

  ****

• Initial Complaint

  08/15/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I originally purchased a air runner tredmill from SFE and it came in a freight carrier to my house. This was the second one they had sent me because the first one had issues with the belt rubbing against the plastic mold on the side which was unusable. The second one had similar issues with the belt moving and also random deadspots within the treadmill. I expressed my concern with them over the phone just to let them know that the air runners may have manufacturing issues. They told me to report it to customer service so I did. I have been e-mailing back and forth for a couple days now of my concerns and I asked if I could get store credit back to get a different brand of treadmill. They told me that I would have to pay a restocking fee. I do not agree with this in the sense that the product they sent me is defective, that is not my issue. If this seems to be a common thing (which it does after 2 treadmilles) then they should not be selling these treadmills. They told me that they could possibly get the restocking fee waived but I would have to pay for shipping (which i also don't agree with). They also told me they get great reviews on their air runner treadmills but they have 0 reviews of it on their website, so I am unsure what reviews they are talking about. After all this, I am done trying to negotiate and i just want my money back (full) and to return the product. I have attached the string of e-mails as well for proof of our conversations (it also includes the first treadmill that had issues as well).Thank you,*************************

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