Complaints

• Initial Complaint

  12/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 11/6/24 I purchased an entire power rack along with some other items that were all listed as in stock. I spent roughly $4700.00. I started receiving items via fed ex. I then went ahead and spent another $1300 on equipment from them during another part of their sale for items to use on the rack. After about 2 weeks I still didnt have the 6 uprights that allow me to assemble rack and actually use any of the equipment that I just spent 6k dollars on. I then called and was told the uprights are on back order and that I would now need to wait another 3 weeks and that it would ship on 12-13-24. I called them on 12-13-24 to remind them and to inform that that I would be returning everything I have purchased from them if they didnt hold up their end and ship the items exactly when they told me they would. They did not ship the uprights on 12-13-24, instead they printed out shipping labels to make it appear as they did. These items have not been released to any carrier. This company falsely advertised items as being in stock to influence the purchase of this order and is now partaking in deceptive and dishonest behavior.

  Business response

  12/18/2024

  Hello,

  This customer had purchased a power rack back in November, part of which was listed as being on backorder (the raw clear uprights). This was listed on the website, and everything else on his order was shipping within 48 hours. Since placing his order, our team has been in constant communication with him.

  The backordered uprights were listed to ship by 12/13/24 (see attachment), and they were processed for the carrier on that exact day (see 2nd attachment). The customer claims that we "falsely" made these labels, but they did in fact get picked up by *****. Carrier websites can take ***** hours to show movement on tracking numbers, especially this time of year with their increased shipping volumes.  His packages were delivered by ***** yesterday, on 12/17, via tracking numbers 283234034644, 283234031623 and 283234031027.

   

  Please let us know if any other information is requested at this time.

  Thank you,

  Team REP
  

  Customer response

  12/18/2024

   
  Complaint: 22687615
  
  I am rejecting this response because: The companies response is false. This sale excluded pre-order items from being included in the 10% off that they were offering.  Yet on my receipt here you can clearly see that the uprights were discounted. Furthermore when you order an item from this company and it is a pre order/ back order, it will list the date that it ships next to the item/s. My receipt has no such date because their website listed it as in stock.  I have an intimate understanding of carriers as well as tracking systems because I am a retired ups driver. These packages were not touched by a carrier until Sunday 12-15-24. Everything here could have been avoided if someone from this company would have just reached out and explained that they made a mistake, but instead they shipped me everything except what I needed to use any of it for almost 6 weeks.   Not owning responsibility for this makes you look really bad  

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

  Customer response

  01/06/2025

  On Saturday 12-14-24 I opened a complaint against a business in ******** called Rep fitness.
  
  Yesterday on 12-18-24 a representative of Rep fitness reached out to me on the telephone and we amicably reached a resolution.
  
  This company has resolved my complaint.

• Initial Complaint

  11/26/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Purchased an Ares 2.0 on 5/2/24. Full payment (approximately $5,000) was immediately processed by REP Fitness. Product was not delivered until seven months later. This was three months longer than initially quoted. Product arrived missing half of the plastic liner of the right side trolley. A part boasted as a "feature" of this product and also required to complete installation and use of the product. Contacted *** on 11/21/24 to notify them of the missing part. Received an email response at close of business on 11/22/24 stating they would contact me no later than 11/25/24 regarding the missing part. They did not contact me on 11/25/24. I again reached out to *** and was told they did not have a current solution or an estimate on when I could get a replacement part but would "keep it on their radar". As of 11/26/24 I still have no answers and I am approaching eight months since I paid in full for a product that I am unable to use or even fully assembled.

  Customer response

  12/05/2024

   
  Hello, I am writing to inform you that my complaint ******** has been resolved by the company (REP Fitness). Thank you for your assistance in resolving this matter.
  
  Sent from **** ******** *************************

• Initial Complaint

  10/29/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unresolved

  More info

  I used the REP Fitness online rack builder to customize my order. Unfortunately, the way *** loads the components into the cart is quite confusing, leading me to believe that everything listed was necessary to build the rack. When the shipment arrived, I received 23 very heavy boxes. After assembling the rack, I discovered that six of the items were parts I never ordered. The next day, I contacted *** to explain the situation. They informed me that I would be responsible for the return shipping costs and possibly face restocking fees. I contested this decision, arguing it was not my mistake. *** insisted it was, providing a screenshot of my order which did not include my name or address, suggesting they might have created a new order as "proof." They offered to cover half of the shipping cost. Additionally, I received five pieces in the wrong color, of which they have only corrected two so far. Now, all the items I need to ship back are very heavy. It was a considerable effort to deal with them once, and I believe *** should arrange to pick them up from my front porch. All I want is a refund for the parts I did not order, the three pieces that were sent in the wrong color, and the second part of my order that is scheduled to ship in December.

  Business response

  11/14/2024

  Jesse's order contained 2 sets of L-shaped Crossmembers, and a fourth pair of Uprights, which he claims he did not order. 2 of our **************** Representatives explained that it looks like he selected Wing Add-on Storage at checkout. The customer claimed this is false, despite having paid for it on the order. His claim of 'creating a new order as proof' is false. Our **************** team used a screenshot of the rack builder on the website to replicate what the customer did, and to show where Wing Add-on would have been added. 

  
  Despite the order being placed by the customer in error, he was offered 50% off the return shipping rate. Typically, a customer would be responsible for 100% of the return shipping under these circumstances.

  Regarding products in wrong colors, he did receive a pair of matte black Crossmembers, which was corrected via a warranty order (no charge to him), as he had ordered them in metallic black. His claim about other items being the wrong color is false, as those items are only available in matte black. I have attached his original order, which shows the items that have a color selection, and the others that do not. I also attached his warranty order, where we did replace the incorrectly received crossmembers, free of charge to him.
  

  He does have 1 last time (Ares 2.0) shipping in December, which was stated to him, as it was a pre-order item.

  We have taken care of this customer, going above and beyond for rectifying a customer error. Please let us know if there is any additional information needed.

  Customer response

  11/25/2024

  I am writing to provide an update on my case, as I have only received an email notification regarding the recent action taken toward closing it.
  
  After reviewing the comments from the REP fitness associate, I find myself disagreeing with several points. I would be willing to pay in full to return the items if they could prove it was my mistake; however, they have not done so. They have made multiple errors, including sending parts with the wrong finish, leading me to believe that the extra parts were also a mistake on their part.
  
  In one sentence, they claim that my assertion of "creating a new order as proof" is false, yet in the next sentence, they admit that the team replicated the order for example purposes. If they had provided a screenshot from the "rack builder" showing my ID or name, rather than the pick ticket generated by their logistics system, I would be more inclined to believe their claims. However, they have failed to provide this information, and I believe their argument would not hold up in a court of law.
  
  I am dissatisfied with their response, and my issue remains unresolved.

  Business response

  12/18/2024

  Our team had been in constant communication with the customer, and the last communications stated that *** would cover 50% of the shipping, despsite the customer having made an error and purchasing items he did not need. Customer error is typically not covered by ***, but we are doing so here so as to help the customer remedy the situation. I have attached screenshots of the last emails he sent, in which he also admitted that the "incorrect" items may only come in the one color, which our CS *** did confirm.

   

   

  Customer response

  12/18/2024

   
  Complaint: 22485509
  
  I am rejecting this response because:

   

  REP has not provided valid proof that the original order of the side wing storage system a mistake my part Given the number of pieces involved in building this weighted rack system, a first-time customer would not know from the order summary what pieces are needed to build the system from the "build a rack page" and therefore wouldn't be able to tell from the summary page if the "side wing rack storage" system was even selected because of how the parts are described on the order summary. The order summary doesn't specifically call out a "side wing storage system"; it calls the components that go into it, which a first-time customer wouldn't easily catch. 

  50% the shipping cost doesn't cover all that needs to happen here. They are large and heavy; they were delivered by a freight truck and need to be picked up by a freight from my residence. I have no way of transporting these for a return.

  REP has a final delivery of the weighted stack soon to finalize order. I suggest they use this same service to accept the return to minimize the shipping cost.

   

  Sincerely ***** **********

   

• Initial Complaint

  09/14/2022

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  Placed an order over 31 days ago. Website says items ship in ***** days. Received only 1 of 3 items ordered and it was missing parts . Multiple attempts to reach out to Repfitness customer service with no response for days at a time . Their portal says the items have been delivered but not according to *** system. Took them 3 weeks to say items were lost by courier, but I do not believe RepFitness . There is no urgency on their part to replace the lost items or to address my other issue regarding the rusting of gym equipment that they advertise as life time warranty and rust free . I am so fed up and frustrated with the lack of communication and transparency with RepFitness . What kind of company only makes their phone line available for 4 hours 3 days a week. The kind of company that doesnt want to listen to their customers and take any action for issues they are causing . Furthermore I tried calling and they would only take phone orders . Other issues such as order status or warranty claims had to be filed through their CSR inboxes. I am getting so close to filing a chargeback with my credit card for RepFitness failure to delivery my order in a timely manner. I have neither the time nor energy to continue following up and having my complaints fall on deaf ears . If an order is waaaay late to a customer the company should take action to resolve as quickly as possible. But not RepFitness . They do not care and do not listen. And I refuse to give me business to a company such as RepFitness that blatantly doesnt not care bout its customers. Read any recent reviews about the company and you will see I am not alone

• Initial Complaint

  07/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  July 11th I purchased $2,700 worth of workout equipment and some of that was shipped to me and I received it July 22nd. However, in that shipment an item was missing (35lb bumper plate). Currently they owe me a barbell, 4x 25lb bumper plates, 2x 45lb bumper plates and the 35lb bumper plate that did not come with the original order. I have sent emails regarding this and the fact I need to return an item. It has been over a week and have not received a response. They claim their phones are open between 1pm-5pm mountain time Tuesday-Thursday and the phone goes straight to voicemail. So I have to resort to email, in which they do not respond at all to any questions or issues I have with my order. It has now escalated to the point of needing to submit this and a claim to PayPal to try and get money back or my items from the company. Currently these items equal $770 that I am owed and have paid for.

  Customer response

  08/02/2022

  Please close this complaint as they have fixed it. 

*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. ↩