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:09/05/2023

  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.

  I received an elliptical on 21 Nov 22 and it was damaged. I informed Fitness Warehouse the same day and several attempts were made to repair the machine but no success. Since March 2023 I've been trying to get my refund of $3000 from them and their excuse is they can't find a pallet for the machine to be shipped back to them. I also sent the company contact information of companies who make pallets in my local area on 25 Jul 23 and I have not heard from them at all. I called today 5 Sep 23 and *********************** up on me. They are very unprofessional and are refusing to refund my money. They do not care about the stress they are causing their customer. The machine is taking up space in my garage because it is useless. $3000 may not be a lot for some but that is a lot of money to give a company with not outcome. I should not have to seek help from BBB or a lawyer to get a refund do to defective equipment. I have given them ample time to resolve this issue. In 77 days it will be a year I have had the broken machine and no refund.

  Business Response

  Date: 09/11/2023

  Hi ******, First and foremost we would not and did not hang up on you. We are happy to send a refund once we have received the machine. The customer is responsible for packaging the damaged machine, as well as palletizing and securing the machine. We are happy to assist you and get this matter handled. Our policy states "Fitness Warehouse **** stands behind every product it sells. If you are unhappy with any product that you purchased from us, it may be returned (freight prepaid), we will issue a Return Authorization#(RA) as well as help arrange for the equipment to be picked up. The return shipment must be freight prepaid and insured against loss or damage. Re-stocking fees of 25% may apply." As this has been going on for a while we will work with you to get this back to us and refund you once received. However as discussed we will absorb the freight back to us and restocking fee which we never do, but we cannot procure pallets and repackaging of your machine, that would be your obligation. Once machine has been packaged and palletized please send us a photo along with dimensions to book the freight back to us and we will provide a pick up window.
  

  Customer Answer

  Date: 09/18/2023

   
  Complaint: 20555986
  
  I am rejecting this response because: On April 7, 2023 (see attachment) They stated they will pay for the freight; now that I've contacted BBB because of lack movement from the company, I have to pay for the freight.  Fitness Warehouse is well aware the equipment never worked, and they were notified the day it was received.  I also gave them from November to April to fix the equipment and several attempts were made without success.  Also, on July I spoke with ******* because I was told every time the problem was a pallet.  I told him there were companies near me that make pallets and he told me to send him the information and he would do the leg work.  On July 25 I sent him a list (see attachment).  On September 5 I sent an email because I had not heard from him on the return/refund (see attachment).  When I called whoever answered the phone told me they were with a customer and would call me back in 30 minutes and hung up.  Did not say goodbye or give me a chance to respond so, they did hang up on me.  They also did not call back.  That is what prompted me to reach out to BBB.  I have been more than patient with Fitness Warehouse in resolving this issue.  $3000 is not a little bit of money to give to company and the product is defective.  I would like my refund, I'm sure if the roles were reversed, they would want their money back.     
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 10/06/2023

  ******, Just to be clear we are paying for the return freight which is not normal for us to do. This machine was damaged in shipping. You are responsible for packaging the machine safely. Once the machine is anchored to the pallet and covered with protective wrap, please provide us the dimensions and we will book for pick up on the same day. Once we receive the unit back, that same day its returned to us we will process your refund for the machine. We do not provide packaging materials for returns. We agreed on april 7 that we will pay for your return freight. We will send a pallet from a local company, this unit must be packaged safely, with the display removed and wrapped safely. You are responsible for sending photos once the machine has been packaged prior to pick up. Please inform us once the machine is ready for pick up and we will get this process started.