ComplaintsforMy Gym USA
Exercise Equipment
Current Alerts For This Business
Pattern of Complaint:
BBB files indicate that this business has a pattern of complaints concerning issues with online purchases. Customer complaints indicate the company's online advertising is misleading. Most customers think they are purchasing a set of dumbbells' but they indicate they only receive one dumbbell. Also the complaints indicate the business takes months to deliver purchases. Some customers have indicated they never received their purchase(s) at all. Customers attempt to contact the company regarding returns within the 30 days of receiving items but the company fails to address their request. Others have indicated that although they have returned the items the company fails to return their money. In some cases customers have also indicated the company will not respond emails at all or stop responding to them after a while. On March 28, 2022, BBB submitted a written request to the company encouraging them to address the pattern of complaints. As of April 15, 2022, BBB has had no response.
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
04/17/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I researched adjustable dumbbells and was looking for a set. On their website, there were photos of one ******** and two, with the photo of two being a set and more expensive. I sent an email to confirm they would send two, and was informed they would still only send one. I have asked them to cancel my order and refund my money. I have yet to hear back from them. I wish I had done my research ahead of time: others have been scammed by this company as well. Additionally, in email, they call themselves "Premier Trust Store."Initial Complaint
01/26/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I ordered what I thought was a set of dumbbells for $200 when I got my delivery a month later, I only received 1 dumbbell. I have tried to email them (computer generated response) and cannot get through on the phone I know I will never get my money back, but i just want to make sure this does not happen to anyone elseBusiness response
02/09/2024
Thank you for contacting us. We hope you're having a good day so far!
Please be informed that we have tried to pull up your order for us to assist you further with your concern, however, we are unable to locate it.
We have more than ****************************************************************************** locating your order the soonest time possible. May we please request that you forward the confirmation email you received upon order completion.
Our system sends out the confirmation email to your nominated email address upon check out with details of the order and the store where the purchase was made. Forwarding the confirmation email to us will expedite the process of locating your order for us to efficiently assist you with your concern.
Please know as well that the email address *** or *** not be the same as your PayPal email address.
I hope to receive the details requested from you at your earliest convenience.
Thank you very much.
Kind ************************************** ChampionInitial Complaint
01/11/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
My wife purchased me what she thought was a set of 2 dumbbells from My Gym USA for Christmas. However, when it showed up, there was only 1 dumbbell in the box. The listing is priced and discounted from what is normally the cost of 2 dumbbells and shows 2 dumbbells in multiple pictures. Only after looking closer at the listing did we notice that way down in the specifications it states that only 1 dumbbell is included in the price. The phone number listed on their website seems to be inactive and communicating with them via email initially only got me automated responses and now they refuse to acknowledge my request to the return the product. First, they offered me a 5% discount (refund) on the purchase. The latest email says they can't actually do that and are now offering 20% off a future purchase. I don't want to give these thieves any more of my money. I simply want to return what my wife purchased for a full refund and not have to pay return shipping.Initial Complaint
01/07/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Fraudulent website and advertising.they are advertising a set of two items, charging for a set of two, but only sending one.Unresponsive customer service.Initial Complaint
12/31/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Places an order, they sent 1 of 2 items. Id like to return and be refunded. Their website list a phone number and email address that do not work.Initial Complaint
12/09/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
On November 27, 2023, I purchased a pair of 552 Select Heavy Duty Adjustable Dumball Set for $199.99. There is a picture for that advertisement online. I also received a discount price to bring my price to $184.99.When I received my order from My Gym USA and opened up the box to my surprise there was only one dumbbell when they were advertised for two. I want my second dumbbell by ****. Now I won't have a Christmas present for some deserving *********** student.If I can't get the second dumbbell I want to return it and my $184.99 credited back on my credit card. Also a free shipping label.This company is violating consumer rights and the ************************ regulations.Please help. Best,*****************************Initial Complaint
11/21/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
My husband and I ordered the 552 selectable dumbbell set for home 52lbs and the wrong item was delivered in its place. I instead received a Mulit-functuon Adjustable Dumbbell-Barbell-Kettlebell barbell set. I would like to return the barbell for a refund. We have been reaching out to the business for weeks. They are ignoring our emails. Their phone number is always busy.We want a refund. We did not receive the product we ordered.Initial Complaint
11/13/2023
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
I purchased a "set" of adjustable weight dumbells on this company's website Aug 1, for $218.90. This included expedited shipping. After repeated requests for delivery updates, I never received any response. A package was finally received on Sept 9, 5 1/2 weeks later, but contained only one dumbell, not a set. I immediately contacted them again and no reply for weeks. When I did finally receive one it was from a separate company, not "My Gym USA" and claiming that my purchase only included one dumbell. This is bait and switch, false advertising and fraud.Initial Complaint
09/23/2023
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
I purchased a set of 552 dumbbells from them. They only sent one. *** contacted them several times they never answer the phone. I would just like the other dumbbell or a refund. I tried to get a refund through my credit card and of course because they didnt send me some thing my credit card canceled it, but they only sent me half of what I ordered.Initial Complaint
08/24/2023
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
I placed an order for a set of dumbbells, indicating multiple dumbbells. After the fact, I notice that they indicate in small lettering that the set only includes 1, which is clearly deceptive. I then placed a second order for the same product as I need 2. They are supposed to ship within 5 business days and 4 weeks later I have not received anything. I asked them to either cancel the order or ship the product. They finally canceled one of my orders, but will not issue a refund with no explanation why. They say that the other order will be shipped, but have provided no tracking number and no evidence that they have shipped it. Upon reading comments by other customers, it is clear that this is a pattern and they are not a legitimate business. They should not be allowed to operate as such.
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Customer Complaints Summary
59 total complaints in the last 3 years.
12 complaints closed in the last 12 months.