Complaints

This profile includes complaints for The Inch-inerator's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  The Inch-inerator

  Beverly Hills, CA 90210-5317

• 

  The Inch-inerator

  7402 N 56th St Tampa, FL 33617

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/02/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On November 16, 2024 I placed an order online for the The Inch-inerator At-home Body Workout Machine, which was also supposed to include promotional free gifts- Band, cream, sweat belt, and a mystery gift. The total of the order was $218.89. I received a confirmation email for the order, "Order #****", and it stated I will receive shipping tracking once order is processed. I never received tracking information (still to this date, 5/30/25), and my first email to ************************************* was on December 7th asking for tracking updates. I got a reply the next day from "******, **************** Specialist" apologizing for delay, but saying the order is shipped and on it's way. I used shop pay to try to track it, and it never moved from ******. I live in **********. I reached out again after the holidays on 1/4/25, requesting a full refund. I received another vague reply 1/6/25 from ****** which included: "...Our logistics team has informed us that your original package was unfortunately lost during shipment, and were actively investigating this with the carrier. However, weve already arranged for a replacement to be shipped to you..." Since that email, I have not received any tracking info, nor the product, nor another email, nor a refund. I have just sent my last email today (5/30/25) to advise I am reporting them. Very disappointed and just want a full refund.

  Business Response

  Date: 06/02/2025

  We appreciate the opportunity to respond to this complaint regarding Order #****, placed on November 16, 2024.
  
  Our records confirm that the customers original order was processed and shipped. However, we were later informed by our shipping partner that the package was lost in transit. We communicated this to the customer in early January 2025 and arranged for a replacement order to be shipped at no additional cost.
  
  While we regret that the customer has not yet received the replacement package, we did fulfill our obligation by initiating a replacement shipment once the original was confirmed lost. At this time, we are continuing to work with our logistics provider to understand the delay and to obtain updated tracking details.
  
  We understand the customers frustration and sincerely apologize for the extended wait. However, a full refund is not being issued because a replacement was already provided per our policy.
  
  We remain committed to resolving this matter and will continue to follow up with the carrier until a resolution is confirmed.
  
  Sincerely,

  ******
  Customer Service
  ********************** Team

  
  

  Customer Answer

  Date: 06/11/2025

   
  Complaint: 23399672
  
  I am rejecting this response because:

  The business has not provided any tracking information ever since the order was placed. These are unacceptable business practices. This reply from the company offers nothing to me, a customer that paid full price for an item that has still not been received, through no fault of my own. The company NEVER reached out to me unless it was in response to my continuous inquiries about my order since last November. This is extremely poor customer service. I should be issued a complete refund. While the business claims they fulfilled the order by simply requesting a new item be sent, they clearly do not have a quality process in place to be sure I receive it, therefore should accept accountability that I still have not. It is quite simple- I should have either received the item I ordered, or a refund, and I have received neither to this date. The last email received in response from their customer service (again, after I reached out to them asking for a refund) on 06/02/2025 was: "Hi Chloe, We apologize for any frustration caused. Upon checking, your order was completed and closed December 2024. Unfortunately, we are unable to process your request at this time. All the best, ****** **************** ********************** Team." It is unacceptable to simply close an order and mark as complete when you as a company have not fulfilled the order. Customers should not be at a loss due to inefficient shipping procedures or partnerships the business has. 

  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 06/11/2025

  The original order was placed in November 2024 and marked as delivered by the carrier in December 2024. As such, the order was technically completed at that time. However, when the customer reached out to report that the item had not been received, we promptly filed a lost package claim with the carrier. The carrier later confirmed that the package was delivered to the correct address.
  Despite the confirmation from the carrier, we took an additional step to support the customer and sent a replacement in January 2025. We did not hear further from the customer until May 2025.
  We understand the customer's frustration, but from our end, both the original and replacement shipments were fulfilled in good faith. Since the carrier confirmed delivery and a replacement was already issued, we are unable to issue a refund at this time. Nonetheless, we remain open to working with the customer to find a reasonable resolution.

   

  Best regards, 

  ******

  CSR

• Initial Complaint

  Date:04/15/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered the product online less than 30 days ago. I received the item and when I opened the package I noticed it was completely different from what was advertised. I reached out to the company and they said yeah I might get something different but it just looks different. Thats not true. It doesnt have the same features as described on the website. It was sent from ***** and is full of typos. Its clearly a knock off. They said Id get free gifts with the order but never received those either. The website says free easy hassle free returns and its been a complete issue. Theyre only willing to offer me a 20% refund but I want my entire refund as this is not the product that was a advertised and Ive said that from the beginning and they acknowledged it isnt but are still refusing to give me my money back even though they also advertise no questions asked returns.

  Business Response

  Date: 04/16/2025

  Dear BBB Representative,

  Were sorry to hear about the customers experience and appreciate the opportunity to clarify the situation.
  

  Product Appearance: The product the customer received may have a slight difference in physical appearance from the listing images due to updates in design by our manufacturer. However, it is one of our official inventory items, and it meets our quality, safety, and performance standards.
  

  Origin and Packaging: The item was shipped from one of our trusted suppliers in *****. While there may be occasional typographical errors in the packaging materials, the product itself undergoes thorough inspection to ensure it functions properly and safely.
  

  Missing Free Gifts: The free gifts are shipped separately due to packaging and weight limitations. In many cases, they may arrive later than the main item. We are happy to check on the delivery status of the gifts if the customer hasnt received them yet.
  

  Return Policy: Our "hassle-free" return policy requires some basic verification before a return can be processedsuch as whether the item has been used. In this case, the customer mentioned the machine was noisy, which confirms it was used. Noise is expected in vibration machines due to their nature and mechanics and does not indicate a defect.
  

  As a resolution, we have offered a 20% partial refund, which we believe is fair given the item is functional and matches the core features outlined in the product listing. We remain committed to customer satisfaction and are happy to assist further if needed.

  All the best,
  
  ******
  Customer Service
  The Inch-inerator Team

  Customer Answer

  Date: 04/16/2025

   
  Complaint: 23205932
  
  I am rejecting this response because:
  
  Please show me where it says on the website that I would receive a product different from the one being advertised as I have pointed out/ shown 3 instances on the website via screenshot that says returns are easy, hassle free, no questions asked and yet its been nothing of the sort. 
  

  Offering me 20% off a product I received does not constitute fair when its not the product being advertised. If I order a chocolate cake from the store and they give me a vanilla cake and tell me theyre willing to give me 20% off because its still a cake by their standards doesnt make it fair because thats not what I chose to order after seeing its ad. There are lots of similar products and I chose this one specifically because of what I was told I would be receiving. Substitutions are usually made in the customers favor. Please tell me how the product I received is actually better than the product that was advertised. Please break down the specifications between the model advertised on the website and the model I received to show me that the product meets, if not exceeds, what I was told I would be buying. That will provide a frame of reference to show me that there is actual value in what you are offering versus a random 20% off for a product that isnt even worth 50% of what I paid.  
  

  That 20% is just the starting point for all the hassle and time Ive wasted in getting your company to fulfill its own guarantees it has posted on its webpage. The free gifts were a nice incentive as well, but as mentioned, an incentive that never came through. Please provide a tracking number so I can see if its actually been sent because after all the lies Ive dealt with, I do not believe it was sent. That 20% is just the starting point for all the hassle and time Ive wasted in getting your company to fulfill its own guarantees it has posted on its webpage. The free gifts were a nice incentive as well, but as mentioned, an incentive that never came through. Please provide a tracking number so I can see if its actually been sent because after all the lies Ive dealt with, I do not believe it was sent. Thanks 

  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 04/17/2025

  We sincerely apologize for the frustration and inconvenience the customer experienced. We understand their concerns and appreciate that they took the time to share them.
  
  Per our refund policy, which is clearly stated on our website, refunds are only applicable to items that are unused. As the product in question has already been used, we are only able to offer a maximum refund of 20%. While we understand this may not be the outcome the customer was hoping for, this is in line with the return policy provided at the time of purchase.
  
  The free gifts associated with the order were shipped separately due to weight restrictions. We will be providing a tracking number to confirm that the shipment is in transit and to ensure transparency moving forward.
  
  We value the customers feedback and will continue to review and improve our processes and communication to help prevent issues like this in the future.

   

  All the best,
  
  ******
  Customer Service
  The Inch-inerator Team

  
  

  Customer Answer

  Date: 04/18/2025

   
  Complaint: 23205932
  
  I am rejecting this response because:
  attachment 1: 3 times your site says it can be returned and theres a 60 day guarantee. You really expect someone wouldnt open it for 60 days? Thats ridiculous. Its a guarantee because its should it fail to meet expectations then you have the option for return. Youve got to turn it on assess so no. Theres a guarantee. Honor it. 
  attachment 2: your website clearly says no questions asked return window for 15 days. I requested my refund before these 15 days elapsed. 
  my previous questions and requests were not answered and specs have not been provided. 
  Sincerely,
  
  ****** ******

  Business Response

  Date: 04/30/2025

  We appreciate the opportunity to respond to this complaint. While we regret any confusion, our return policy clearly states that refunds are only available for items that are unopened and unused. In this case, the machine has been opened and used, which unfortunately makes it ineligible for a full refund.
  
  To address the customers concerns in good faith, we offered a 20% refund as a courtesy. At this time, we are unable to offer a full refund outside the terms of our stated policy.
  
  We always strive to be transparent and fair in our business practices and are willing to work with the customer to find a reasonable resolution within the scope of our policy.

  Thank you for understanding. 

  Best regards, 

  ******

  CSR

• Initial Complaint

  Date:03/24/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 3/09/2024 I made a purchase in the amount of $214.80 for a vibration plate and a lifetime warranty protection plan, I was supposed to receive a specific machine and 4 free gifts. $199.90 was paid for the vibration plate and $14.90 was paid for the warranty. The package was received on 3/15/2024, the first thing I noticed was that the 4 free gifts were not included in the packaged even though the order confirmation email stated they would be, the second thing I noticed was that the wrong vibration plate had been shipped. The advertised vibration plate was black with a curved base and a flat black rubber top with lights on both sides and had the name of the company on the front facing side. However, that is not the vibration plate I received. I immediately sent an Email to the support team informing them of the mix up and missing items and request the issue be taken care of. Today is 3/23/2024 and no resolution has been made, I have sent several emails back in forth and they are refusing to send the correct machine or send me a return shipping label so I can make a return and get a full refund. they have apologized for my frustration and offered a 20 % refund. I have stated that if they are not sending the correct vibration plate that if chose at checkout, I would like to return the one I received for a refund. They stated they are unable to process my request at this time and again offered a 20% refund for the inconvenience. They said the free items would be sent separately and I have yet to receive confirmation for that nor did i receive my warranty details/information

  Business Response

  Date: 03/25/2025

  Dear BBB Representative,

  We appreciate the opportunity to address this concern.

  Wrong vibration plate sent The machine received may have slight differences in appearance, but it is part of our inventory. Rest assured, all our products go through strict quality checks to ensure performance and safety.
  Free gifts missing These are shipped separately due to weight restrictions.
  No warranty details received We do not provide separate warranty documents. The order number serves as proof of coverage, but the warranty applies only to manufacturing defects. The machine received was new and undamaged.
  

  As a resolution, we have offered a 20% refund.

  All the best,
  
  ******
  Customer Service
  The Inch-inerator Team

  Customer Answer

  Date: 03/25/2025

   
  Complaint: 23104345
  
  I am rejecting this response because:

  I chose a specific vibration plate a check out and received a completely different machine. I paid for a specific thing and expected exactly what I paid for. At no point did they state you will receive whatever vibration plate we choose to send from out inventory or I would have never made the purchase and I dont need the warranty as I dont even want the product. 
  
  Sincerely,
  
  Princess *****

  Business Response

  Date: 03/27/2025

  Dear BBB Representative,
  
  Thank you for reaching out regarding this matter.
  
  We have addressed the customers concerns and clarified that while there may be slight variations in appearance, the machine they received is fully functional and meets the same quality standards as advertised. Our goal is always to ensure customer satisfaction, and as a gesture of goodwill, we offered a 20% refund.
  
  We remain committed to resolving any concerns fairly and transparently. Please let us know if any further clarification is needed.

  All the best,

  ******
  Customer Service
  The Inch-inerator Team

• Initial Complaint

  Date:03/05/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The product is called the inchinerator purchased online direct buy chatted with bot what was the weight limit 425 NO information related to medical diagnosis to prevent using machine . On opening box only removing the manual it stated weight limit 300 pounds i weigh 324 also if i had osteoporosis do not use the machine i have sent at least 8 emails no returns no communication i tried a live chat was on the site for 90 minutes no response

  Business Response

  Date: 03/05/2025

  We appreciate the opportunity to address the customer's concerns regarding their purchase. Below is our response to each issue raised:

  
  Weight Limit Discrepancy: The manual included in the package is outdated, but we have confirmed via email that the correct weight limit for the machine is 425 lbs. Since the customer weighs 324 lbs, the machine remains safe for use.
  

  Safety Concern: Given the confirmed weight limit of 425 lbs, the machine can safely accommodate the customers weight.
  

  Medical Restriction: We always recommend that customers consult their physician before purchasing or using any product, especially if they have pre-existing medical conditions.
  

  Lack of Communication: The customer sent multiple emails with the same content within a short period, which added to our email volume. While there was a delay in our response, it was never our intention to disregard any customer's concerns.
  

  Return Policy: Our policy does not cover returns for used products. However, we do provide replacements for damaged items.
  

  As a goodwill gesture, we have offered the customer a 15% refund. We remain available to assist further and resolve this matter as best as possible.

   

  All the best,
  
  ******
  Customer Service
  The Inch-inerator Team

• Initial Complaint

  Date:01/07/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Transaction date: 11/17/2024 Amount paid for purchase: $243.58 I did receive the item purchased, but did not receive any of the free items advertised. My order arrived 12/14/2024. My dispute with this company is I contacted them within the "60-days, no questions asked" time frame to receive a full refund. They denied my return request by offering me only 20% of what I originally paid, to keep their product, and stopped communicating with me. I provided all the information they asked for, photos and had to provide them with a reason why I wanted to return the purchase. I first saw their ad on ********. Their return policy is located on their website. Additionally, I had two email accounts that was involved in this purchase. I purchased the item using my ******* account but I communicated with this company via my ********* account.

  Business Response

  Date: 01/11/2025

  Dear BBB Representative,
  
  Thank you for bringing this matter to our attention. We sincerely apologize for any inconvenience or misunderstanding experienced by the customer. We take all feedback seriously and aim to address each concern thoroughly.
  
  Regarding the customers concerns:
  
  1. Free Items: The free items associated with the purchase were shipped separately due to weight constraints, as this ensures all items arrive in good condition. We would be happy to provide tracking information for the free items to confirm their shipment.
  2. Return Request: While we have a "60-day, no questions asked" return policy, we ask clarifying questions when processing returns to verify the purchase and ensure accuracy. This step helps us confirm the order details and streamline the return process.
  3. Communication: We acknowledge the customers use of two email accounts during the transaction. This may have contributed to a delay in processing their request. We strive to respond promptly and will review our communication process to prevent similar issues in the future.
  
  Resolution Offered: As a gesture of goodwill, we offered the customer a 50% refund to resolve the matter without requiring the return of the product.  
  
  We remain committed to providing a satisfactory resolution and are happy to revisit this matter to ensure a fair outcome.
  
  Thank you for your understanding and support in resolving this issue.
  
  Sincerely,
  ******
  CSR
  

  Customer Answer

  Date: 01/13/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  I will accept the 50% refund they are offering.
  Sincerely,
  
  ****** *****