Complaints

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:02/28/2023

  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 purchased the Tempo studio plus in December 2021 as a Christmas gift. When ordered it was expected to arrive within 6 weeks. In November of 2022 we still did not have all of the equipment as purchased. What equipment we did receive was never used. We wanted the full Tempo experience. I spoke with customer service, numerous times, a return was initiated. During this time I was informed that I would not be receiving a full refund due to their return policy. I was apparently out of the window for a return even though the order had not been completely fulfilled. During my many conversations with customer service I was led to believe that they understood and would rectify the situation and accept the return refunding my purchase amount. The delivery/pickup company is XPO. That was a nightmare in itself! It had been scheduled for pick up more than 3 times! Each time being canceled at the last minute only to be to reschedule for weeks out to have the same thing happen again. Numerous hours of work were missed to accommodate a schedule that was not taking place! The actually return took over two months. Each time customer service apologized and would make address this situation. Equipment was finally returned. They did NOT refund the full amount due to their return policy. A return policy for a incompletely fulfilled order. So not only did I lose money from work accommodating the pickup(s) that never happened I also lost money on a product I never fully received. The amount I was not refunded was explained as shipping fees. Looking at their website they are now offering free shipping. Imagine that! I feel like this is just a way for the company to make money off of a product they knew, and did not inform the buyer, that they could not fulfill.

  Business Response

  Date: 01/17/2025

  Dear *****,
  Due to an issue in receiving BBB complaints, we were unable to address your concerns sooner. We appreciate the opportunity to clarify the actions taken regarding your Tempo Studio Pro purchase and return.
  Key Issues and Actions Taken:
  Delayed Delivery and Missing Accessories:
  You purchased the Tempo Studio Pro in December 2021, expecting full delivery within six weeks. However, by November 2022, essential accessories, including the folding bench and weight plate storage, were still missing due to supply chain delays with a new manufacturer.
  
  Return Request and Process:
  In October 2022, you initiated a return request for the incomplete order. Tempo made an exception, despite the return being outside the standard return window, and confirmed your return request. Unfortunately, the return process was delayed due to multiple canceled pickup appointments by our fulfillment partner, ***, causing significant inconvenience and missed work for you.
  
  Refund and Compensation:
  After the return was finally completed in February 2023, we issued a partial refund of $3,749.56 to your Affirm loan. This refund excluded shipping, packaging, and return fees, in accordance with Tempos return policy. These fees are typically non-refundable, and this policy ensures that the costs associated with shipping and handling are covered, even when an order is returned.
  
  Final State:
  While your return was ultimately processed, we regret the frustration caused by delays and the partial refund. Tempo remains committed to improving its processes to prevent similar issues from occurring in the future.
  
  Summary to BBB:
  Tempo acknowledged the delays in fulfilling your order, which were caused by supply chain issues. Despite the return being outside the standard window, we made an exception and processed the return. The final refund, excluding non-refundable fees, was issued after resolving the issues with the fulfillment partner. Tempo deeply regrets the inconvenience and is committed to enhancing future customer experiences.

  Customer Answer

  Date: 01/17/2025

   
  Complaint: 19510307
  
  I am rejecting this response because: your company charged me, faulted me, for a product you were selling and ultimately unable to supply. When selling your product you did not notify or market the product for the consumer to be aware of your inability to fulfill orders. Which would have potentially deterred a consumer from purchasing your product. In turn the company has actually earned something from the consumer without the consumer being able to get what they had hoped to purchase. This is poor business practice another company out for themselves and carefree of the consumers satisfaction. 

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

  Business Response

  Date: 01/24/2025

  Dear *****,
  Thank you for your response and for sharing your additional feedback. We sincerely apologize for the frustration caused by the delay in fulfilling your folding bench and the challenges you experienced during the return process.
  
  While the main Tempo system and squat rack were delivered, we recognize the delay with the folding bench impacted your overall satisfaction. To address your concerns, we waived membership fees for all of 2022, totaling $468, and approved your return request despite the extended timeline.
  
  As a gesture of goodwill and to further resolve this matter, wed like to offer a refund of 50% of the return fees ($300). Please let us know if this is acceptable, and we will process the refund promptly.
  We deeply regret the inconvenience this situation caused and appreciate your patience as we work to improve our service.

  Customer Answer

  Date: 01/24/2025

   
  Complaint: 19510307
  
  I am rejecting this response because: I feel like you are still faulting me for the companys lack of communication and sale of a product/service your company couldnt fulfill when marketing it to consumers. I would be willing to accept 75% and chalk up the other 25% as my fault for not researching your company better. 
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:01/12/2023

  Type:Product 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.

  I purchased the Tempo Move for my parents along with a six month subscription. My brother had set up the membership to my mom's email and played one class to test the system. My parents weren't aware the membership was active until they noticed charges on their credit card. The membership had been active for 9 months and my parents had been charged the monthly membership fee for 3 months. However during this whole time, my parents never once received a membership or monthly receipt email (the spam/junk folders were also checked). I contacted customer service and they were able to refund one month of membership. They could not explain however why my parents never received any emails and refused to answer clearly on the issue. Researching online, it seems that other customers have also not been receiving monthly membership receipt emails. This is deceptive business practice, particularly for elderly customers.

  Business Response

  Date: 01/17/2025

  Dear Ms. *********** to an issue in receiving BBB complaints, we were unable to address your concerns sooner. We appreciate the opportunity to clarify the actions taken regarding your Tempo Move membership and the resolution process.
  
  We sincerely apologize for the frustration and inconvenience caused by the unexpected charges and the lack of email receipts during this period. We understand how concerning this must have been for your parents, and we regret any confusion caused by the automatic transition of the membership.
  
  After reviewing your case, we confirmed that the membership was activated during the initial setup and transitioned to a monthly subscription after the six-month prepaid period ended. Unfortunately, there was a technical issue at the time that resulted in some customers, including your parents, not receiving email receipts. This issue has since been fully resolved, and customers now consistently receive notifications for their charges.
  As a gesture of goodwill, we initially refunded the November 2022 charge. 

  We value your business and appreciate your patience as we worked to address your concerns. If you have any further questions or need assistance, please dont hesitate to contact us.
  

• Initial Complaint

  Date:12/05/2022

  Type:Service or Repair 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.

  I ordered the Tempo Studio Plus Package back on November 16th 2021 (Order #C235679) for $3,046. This package comes with several accessories to the main unit and one of those is a folding weight bench. My order stated that the package would deliver in 2-4 weeks from order and that the folding bench would deliver in February. Note the word WILL deliver was stated and nothing was mentioned about backorder, etc. I received an update from Tempo on 12/29/21 that the bench was still on track for February. I asked for an update on 1/15/22 and was told it would be delivered in March. I asked for an update on 3/11/22 and was told it would be delivered late-March to mid-April. Tempo assured me on 03/14/22 that the bench would be delivered late-March to early-April. On 03/23/22 I was notified that they still don't have an ETA and was offered a refund for the value of the bench and was told that in 4 weeks they would have more information to provide. I never received an update after 4 weeks so I again reached out on 5/10/22 for an update and they just stated they didn't know when it would be shipped. I was unhappy with this response and asked for compensation for my troubles which I received one month's worth of subscription for free ($41.15 value). I reached out for an update on 8/12/22 and was told the bench would be delivered between November 8th and November 29 of 2022. I just reached out again on 12/4/22 and was told the new date is now January 9th to January 16 of 2023. I am sure this latest date will come and go and I am over a year from original order date. I do not want a refund as it makes the base unit less functional and I am sure the value of the bench is nothing compare to the total cost. If you go to their website and try to order a new Tempo Plus package it states that the folding bench is estimated to deliver in February of 2023 which is exactly what it said a year ago when I ordered. This is likely a lie and is misleading.

  Business Response

  Date: 12/08/2022

  Thank you ******** for sharing!
  
  Dear ****,
  
  This is ***** from Tempo. I am sorry that your experience with Tempo was less than satisfactory.
  
  On behalf of Tempo, I would like to personally apologize for your inconvenience.
  We value our customers and exceptional service is always our priority. 
  
  It is with great concern that we received your complaint outlining the problem you had with our service. Due to the unforeseen circumstances, you have had delayed accessories that are a part of your ordered Tempo product, and delivery ETAs have been changed several times. I can imagine how frustrating it can be not to be able to use the accessories you were aiming to use with the device, even when the delayed accessories do not negatively impact the workout experience with the Studio.
  
  You should be receiving the bench in Jan and this should be a final confirmed ETA, we have also refunded you the full amount of the bench. And finally, as a gesture of our gratitude for your patience, I would like to offer you a full 3 months of one-on-one fitness coaching service free of charge.
  
  We value you bringing this to our attention. Hopefully, this will address your problem.
  
  If you have any questions, do not hesitate to contact me personally.
  Sincerely,
  *****
  Member Experience Director
  ******************************
  
  

  Customer Answer

  Date: 12/12/2022

  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 reopen the case if the bench is not received. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:11/29/2022

  Type:Customer Service 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 initally ordered my Tempo Studio with the Pro Package on January 5, 2022. This is a bundle equal to $3853.98 + $199 shipping for "white glove delivery service." I received my the Tempo Studio and standard accessories on January 19, 2022 and the Kettlebell System on January 27, 2022 delivered via ****** After this is when the issues start. On January 21, 2022, I recieved an e-mail that stated: "Thank you for your order! If you ordered one of the following items, you can expect to receive the delivery in the timeframe specified.Folding Squat Rack, Folding Bench, and Weight Plate Storage will deliver in April"This did not happen. I e-mailed Tempo Support on March 23rd, April 21st, and May 22nd. Each time I was told that "shipping would start in the next month or so." On June 4, 2022, after e-mailing Support AGAIN, I got this e-mail. "We are truly sorry about the delay that you have been facing, as I can see your order was made on the 4th of Jan 2022, here is the *** for the remaining items:- Squat Rack: within the upcoming 2 weeks.- Folding bench: Were currently working on a confirmed *** to be shared with our customers, once we do we will send out an email.- Weight Plate Storage: will be in July!"I received my squat rack in July (not in June) and still have not gotten my Folding Bench or Weight Plate Storage. I understand delays, but the most frustrating part is that unless you HARASS this company they give you NO UPDATES. I'm not sure how this company can operate this way. And to add insult to injury - they will send e-mails ALL THE **** asking you to refer your friends or family to them. OF COURSE - I would not do this after a YEAR of delays and no responses or updates. After all the delays, the customer recovery was to give me a whole two months of free membership... not a discount on the $4000 I spent... $80 worth of recovery.

  Business Response

  Date: 12/05/2022

  Thank you ******** for sharing!

  Dear ******,
  
  This is ***** from Tempo. I am sorry that your experience with Tempo was less than satisfactory.
  
  On behalf of Tempo, I would like to personally apologize for your inconvenience.
  
  We value our customers and exceptional service is always our priority. 
  
  It is with great concern that we received your complaint outlining the problem you had with our service. Due to the unforeseen circumstances, you have had delayed accessories that are a part of your ordered Tempo product, and delivery ETAs have been changed several times. I can imagine how frustrating it can be not to be able to use the accessories you were aiming to use with the device, even when the delayed accessories do not negatively impact the workout experience with the Studio.
  
  We will be sending you the bench, and also the dark WPS is the one available, we can ship it to you immediately if you would like. we have also added for you 2 months of free membership. And finally, as a gesture of our gratitude for your patience, I would like to offer you a full 3 months of one-on-one fitness coaching service free of charge.
  
  We value you bringing this to our attention. Hopefully, this will address your problem.
  
  If you have any questions, do not hesitate to contact me personally.
  

  Sincerely,
  *****
  Member Experience Director
  ***********************************
  

  
  

• Initial Complaint

  Date:11/26/2022

  Type:Sales and Advertising 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.

  In January 2022 I bought a Tempo studio pro that comes with 13 accessories and the tempo studio. And paid over $4,000 with shipping and all that. At the time of ordering January 2022 the tempo was set to be deliver 1-2 weeks and accessories 2-4 weeks. I got the studio and part of the accessories. Others took 6 months to be delivered and as of right now November 2022 there are 2 accessories still missing (the bench and the box storage) I have had a few issues with tempo this one being my biggest nightmare! 1. The sound on my tempo studio was damage and had to get it fix. 2. This two accessories that have been promised to be delivered in multiple different occasions and never actually full filing their dates. Everytime I reach out I get the same answer and not solution. I have never been notified of any of this delays what I find extremely disrespectful to not have any communication with clients that are paying monthly for things they dont have. At this time I just want a full refund and to be able to return the studio and accessories I have. I know their policy is 30 days but that is not including that I been almost waiting a full year for them to full field their part. Im done with them I want to return, get a refund and move on! But I cant never get an answer or a solution from them!

  Business Response

  Date: 12/05/2022

  Thank you ******** for sharing!
  
  Dear *******, 
  
  This is ***** from Tempo. I am sorry that your experience with Tempo was less than satisfactory.
  On behalf of Tempo, I would like to personally apologize for your inconvenience.
  We value our customers and exceptional service is always our priority. 
  
  It is with great concern that we received your complaint outlining the problem you had with our service. Due to the unforeseen circumstances, you have had delayed accessories that are a part of your ordered Tempo product, and delivery ETAs have been changed several times. I can imagine how frustrating it can be not to be able to use the accessories you were aiming to use with the device, even when the delayed accessories do not negatively impact the workout experience with the Studio.
  
  We have credited your account for the full amount of the delayed accessories, with a value of $337, we have also added for you 3 months of free membership costing $117. And finally, as a gesture of our gratitude for your patience, we would like to offer you a free one-on-one fitness coaching service.
  We value you bringing this to our attention. Hopefully, this will address your problem. And looking forward to seeing you on the mat.
  
  If you have any questions, do not hesitate to contact me personally.
  
  Sincerely,
  *****
  Member Experience Director
  ***********************************

• Initial Complaint

  Date:11/17/2022

  Type:Delivery 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.

  I originally order my Tempo Studio Pro on November 8, 2021. This included a weight bench that was on back order. The Tempo Studio Pro, was delivered in December without the bench. On Feb 17, 2022 I reached out for an update on the delivery and was responded to that it would be fully delivered in March. It was not.I reached out again on June 29, 2022 as no delivery or update communication. I was told a confirmed ETA would be sent in a couple of weeks. The bench was delayed due to quality issues. Again, no updates. I reached out on August 29 and requested a refund if the bench could not be delivered by September 30, 2022. The reply was still not meeting standards but would deliver between 10/25/2022 and 11/8/22. Again, no delivery and no communication until I reached out on 11/12/2022 with another shipping date of 11/24/2022 - 12/15/2022. I have asked for $295 refund for the cost of the bench and do not ship the bench. I was offered a one month free membership which I do not want.

  Customer Answer

  Date: 11/22/2022

  Hi ***,

  I wish to provide an update that has been resolved by Tempo to my satisfaction.  I have been in contact with a Tempo supervisor (*****) daily as he worked to resolve this issue. 

  I am requesting that no additional action be taken by the BBB on my behalf.  

   

  Thank you

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

  Claim# ********

• Initial Complaint

  Date:11/15/2022

  Type:Sales and Advertising 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 bought a Tempo Studio in January of 2022. Like many others, upon placing my order I was informed that the additional accessories would be would ship separately as they were slightly delayed. Seemed normal so I agreed. My Tempo arrived in February and a few accessories arrived in May. I contacted Tempo on June 16, 2022 to inquire about the additional accessories (mainly the bench) that are missing. I informed the representative that this was highly unprofessional, as there had been no sort of communication as to the status of the remainder of the equipment for which I paid over $3000. Tempo customer service maintained that they would be in touch with specific delivery information yet i have received nothing. In January it will be a year since the order was placed and i'm still missing items. This is beyond unacceptable. I'm extremely frustrated that I have to continue to reach out to this company that seemingly doesn't care about its customers once their orders are placed. Honestly, I expected better.

  Business Response

  Date: 11/23/2022

  Hi ********,
  Hope you are doing alright and thanks for reaching out and for bringing this to our attention!
  We value our customers and exceptional service is always our priority. 
  Due to the unforeseen circumstances, our valued customer *************************** has had delayed accessories which are a part of their ordered Tempo product, they received the device and it is working properly, however it is missing the bench, which is an accessory bundled in the original order. We have updated the customer with the expected ETA for the bench to be delivered.
  We have also credited the customers account for 50% of missing accessory amount as a gesture of our gratitude for their patience.
  On behalf of Tempo, I would like to personally apologize for the inconvenience.
  If you have any questions, do not hesitate to contact me personally.
  
  Sincerely,
  *****
  Member Experience Director
  ***********************************
  
  

• Initial Complaint

  Date:09/14/2022

  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 purchased a tempo package for nearly $4,000 back in May of 2021. At the time of purchase they listed the eta for the entire package to be 2-4 weeks. Instead, over the course of a year and a half deliveries of each item have been scattered and I am still waiting for items at this very moment (Sept 2022). They are quick to respond but with the same generic response "We apologize, we are having quality issues) and then they give you an eta date which they never fulfill and when you contact them again they give you a different date. This has been going on for over a year and a half. They offered a 50% refund for specific items, I would say of the $4k Ive spent I got back about $300 - not enough to compensate for the constant headache. I tried to reason with them by letting them know that none of this was acceptable and perhaps to offer some kind of free service since they charge $40 a month for their equipment WHICH I AM STILL WAITING FOR! - instead they only offered one month. That does not compensate for almost two years of back and forth still waiting for merchandise when other customers are ordering and receiving their items. I also see they are still selling the item with an eta of 2-4 week delivery meanwhile I am waiting over a year.

  Business Response

  Date: 09/29/2022

  Hi ********,
  

  I am so sorry for the late response, I was on PTO and just saw your message.
  Thank you for reaching out and for bringing this to our attention!
  
  Due to the unforeseen circumstances, our valued customer *************************** has had delayed accessories which are a part of their ordered Tempo product, they received the device and it is working properly, however it is missing a couple of bundled accessories. By now, we have granted the customer a full refund of the delayed accessories, and an extra $108 as a good gesture from Tempo, because we care about our members' experience and satisfaction.
  Regarding the monthly $39 subscription fees, the customer has only paid for 5 months subscription out of the total 16 months with Tempo, and we have offered as well a free membership month once they reactivate their membership.
  On behalf of Tempo, I would like to personally apologize for your inconvenience.
  If you have any questions, do not hesitate to contact me personally.

  
  Sincerely,
  *****
  Member Experience Director
  ***********************************
  

  
  

  Customer Answer

  Date: 09/30/2022

   
  Complaint: 18025285
  
  I am rejecting this response because:

  I cancelled membership upon learning that they continually delayed delivery of all the items purchased for over a year and a half now which I am still waiting for the final item. In addition, the refund of $108 was never received and Ive contacted affirm and they have no pending case which was what the emails from tempo stated. I refuse to pay membership until I received my $4,200 order in its entirety. It also should be noted that theyre website still lists the same items with eta delivery of 2-4 weeks which is false advertising as Ive stated since its taking a year and a half. I explained they should offer free service to the customers for the extended time until all items are received or for the length of time they left customers waiting - to which they responded they would offer one month only. I have also had to follow up consistently for the past 9 days because again the refund is not applied to which they tell me to take it up with affirm and ****** says there is no record. I sent the photo of the chat from affirm and they simply told me to wait. They have not resolved this issue despite what their response says and it will not be resolved till I receive my items and the credit they supposedly say theyve sent. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 10/05/2022

  
  Hi ********,
  Thanks for sharing the follow up email!

  Regarding the refunds statuses, following is a breakdown of the refunds and compensations customer has received with its status:
  - 50% of the delayed accessories amount has been refunded successfully on the 1st of September 2021, screenshot attached.
  - Another 50% of the delayed accessories amount has been refunded successfully on the 25th of October 2021, screenshot attached.
  - $108 has been offered as a compensation for the extra delay, however due to Affirm policy, we couldnt refund the loan after 1 year, so we have opened a ticket with Affirms support to process the refund from their side, and they confirmed that they already processed the refund, as per the attached screenshot, attached as well you can find all the email communication between Tempo and Affirm.
  - 2 months paused membership and 9 months unpaid membership.
  
  Regarding the membership charges and usage, it is worth mentioning that all our content is generated and supported with the core accessories included with the Tempo Studio initial delivery and the delayed accessories does not negatively impact the workout experience.
  
  For the missing item, the only pending accessory is the bench. We have put the customer on the top of the list for bench shipments, as an exception and a goodwill. The customer will receive an email with a ***** tracking number today.
  
  Again, we apologize for the delays and the inconvenience in any of the unclear interactions, we are also modifying our internal processes to better handle such issues and improve our delivery ETAs experience.

  Regards,
  *****
  Member Experience Director
  ***********************************
  
  

  
  

• Initial Complaint

  Date:09/01/2022

  Type:Product 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.

  I bought a Tempo Studio Pro Package, which includes 13 pieces, in October of 2021. Upon purchasing I was informed that the additional accessories would be would ship separately as they were delayed by a month or so. I agreed to this. January comes and I have the Tempo cabinet, but not the accessories. I contacted Tempo on January 26, 2022 to inquire about the additional accessories. Im notified at that time the additional accessories wont be shipping until March now. I deemed this unacceptable and requested a full refund since I cant use a machine without the accessories. Its like riding a bike with no wheels. Tempo customer service stated I was outside the 30 day return window and I could not receive a refund. I argued with them because they themselves have not supplied me with everything I purchased to be able to use this equipment. Ive also been paying $40 a month for their service, which I have not used. On February 17, 2022, I spoke with ****** via email and told him I wanted a full refund and to have this matter escalated to a manager. ****** offered me a credit for a few months of the Tempo service, but no real resolutions and I told him I still wanted to return the equipment. May 14, 2022 I contacted Tempo to inquire about my additional accessories and the Tempo core I was promised, I was then told it should ship in June. September, 1 2022 I contacted Tempo again and am now told the other accessories will ship in November. This is unacceptable. We are going on a year after purchasing this Tempo, which doesnt ever get used. I will only accept a full REFUND or I am contacting a class action attorney and filing a class action law suit against Tempo. Tempo makes promises so the 30 day return period ends and then they dont deliver. Tempo is a horrible company who scams its customers and I want my money back or I will ****

  Business Response

  Date: 09/09/2022

  
  Hi ********,

  
  Thank you for reaching out and for bringing this to our attention!

  
  We value our customers and exceptional service is always our priority. 
  Due to the unforeseen circumstances, our valued customer *************************** has had delayed accessories which are a part of their ordered Tempo product, they received the device and it is working properly, however it is missing a couple of bundled accessories. We have granted the customer 2 months of free membership and then another 4 months of free membership, valued $234 as compensation for the delay.
  When ******** reached back to us again while they still didnt receive the accessories, we offered up to 100% refund on the missing items, however they declined the offer. 

  
  Our terms and conditions states that we dont allow Tempo studio returns outside of the 30 days window, however we have granted the exception for them and we accepted the return of the whole unit after almost 10 months of usage, so we are processing the refund for the whole amount except for shipping fees as a good gesture from Tempo, because we care about our members experience and satisfaction.

  
  If you have any questions, do not hesitate to contact me.

  
  Sincerely,
  *****
  Member Experience Director
  ***********************************
  
  

  
  

  Customer Answer

  Date: 09/09/2022

  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:07/20/2022

  Type:Product 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.

  Beginning 6/10, I contacted the company as a large portion of the products I have paid for and were promised months prior had yet to arrive. After much back and forth, 6/14 I was authorized a full refund and requested to send photos of the device and told I was going to receive boxes for packaging the product. I received the boxes on 6/23, packed the product, and sent the remaining photos. I was promised that within 1 week of receipt of the photos, a "logistics partner" would reach out to me to schedule a pickup. After much follow up on MY END, finally on 7/12/22 someone reached out by phone saying they would reach out AGAIN to schedule a pickup for the week of 7/18/2022. I have still not received a call, Tempo is refusing to call me back despite multiple promises to do so, and I still have the device and do not have my promised refund. I have tried countless times to contact by phone, email, chat, etc and continue to get promised call back dates and times with no such calls or emails happening. They are withholding my refund that should have been fully processed and completed at this time. I am in a poor financial position and can no longer wait for the funds to be returned to me, and have tried many times to contact the company for resolution. They advertise 24/7 support, however often claim that people are "out of office hours". They are further refusing to send me transcripts of our correspondence via chat as well as recorded call logs. I am attaching screenshots of all email threads dating back to initial contact. I need my refund in the total amount of $4,068.02 immediately.

  Customer Answer

  Date: 08/30/2022

  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.
  
  Sincerely,
  
  *************************************