ComplaintsforRogue Fitness

• Initial Complaint

  06/22/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered 4000 worth of gym equipment from Rougue and they say that items usually ship in a timely manner mine didnt they took up until 6-7 days to even ship. My items were picked up by a subpar shipping company that Rougue uses and they lied about my delivery date two times causing me to ake off from work 2 times and hire a installer that I lost money on. When the second pushed back shipping date was automatically changed I didnt even recieve a coutesy call from the shipping company. I called Rogue and explained the situation and requested a refund they yold me that if I wanted a refund thrn I would have to pay for shipping from the carrier back to Rogue.

  Business response

  07/03/2024

  This order was placed on 6/12/2024 with an original shipping lead time of 5-7 business days.

  The order shipped on 6/17/2024, on the third business day after the order was placed.

  The order was delivered on 6/25/2024. (photo of delivery attached)

  We apologize if there was any confusion regarding the delivery date and if the delivery date was pushed out further than expected.

  We are not able guarantee delivery dates on orders with a freight shipping method.

  We do hope the customer is enjoying their gear, and are available if any support is needed at this time.

  Customer response

  07/05/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  ***** *******

• Initial Complaint

  02/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We ordered new shoes for my son February 8, 2024. Rogue Fitness sent us a pair of used/returned shoes instead of a new pair. The shoes have creases, scratches on them and the Nike emblems inside of the shoes have partially worn off from being worn. The biggest issue we have is that there is dog or cat animal hairs in the shoes. My daughter was present during the unboxing of these shoes, and she is allergic to cats and dogs. We have tried to resolve this matter with their support team, and requested a supervisor contact us, but have yet to receive a phone call from a supervisor. We were offered a refund in an email from **** C. with nothing being said of returning the shoes. We have completed returns with many other companies and they always mention in the emails a return label, and other information about sending items back. Rogue fitness said nothing of this in the email, so I am holding them to their last binding statement. They advertised New and sent us a used product. They also caused us significant concern or safety for their mistake in subjecting or placing our daughter in harm's way. Ignorance or mistakes this company made is no excuse and does not remove liability. We had to abruptly remove our daughter from the room, and had to clean our living room, clothes to remove possible foreign contamination caused by this company. Refund, and we're keeping the shoes.

  Business response

  02/21/2024

  *****,

  We apologize if a pair of shoes arrived to you in less than new condition.

  In our original response (copied below) we offered to send a replacement or refund for these.  

  After the requested phone call with our team we also offered a 3rd option to keep as is and we will issue a $25 credit.

  In either of the first two options a pre-paid return label will be provided.

  Throughout our email correspondence and this filing with the BBB you have stated you want to keep the shoes and receive a full refund. 

  That is not an option, but our other 3 offers still stand.

  Below is our original response:

  Thanks for getting these photos our way.
   
  Due to how this arrived, we can offer a replacement pair sent out to you ASAP or have a refund for the order.
   
  If you would prefer a phone call is ###-###-#### a good number to get ahold of you?
   
  Please advise and we can get rectification started right away for you.
  
  

  Customer response

  02/21/2024

  Rogue Fitness said nothing about returning shoes in **** C's response email. The email should have stated that fact. Every other company I have ever returned items back to would clarify that in their response providing a return label. All other returns I have made to other companies not mentioning return labels and how to return products in their correspondence allows us to keep the product. I was and still do believe that was the intention of Rogue Fitness based on their email. You do not get to change the response outcome because you made a mistake. I also had to disinfect area thoroughly where these shoes with animal hairs in them were opened with possible exposure to my daughter who is allergic to cats and dogs. Rogue Fitness return policy does not offer returns or refunds on used products. For new items which I did not receive. 
  

  Business response

  03/04/2024

  All 3 of our proposed options still stand:

  1)  We are happy to send out a replacement pair of shoes with a pre-paid return label for the original shoes received.

  2)  We are happy to send a pre-paid return label and refund you 100%

  3)  You may keep the shoes received for a $25 credit.

  Thanks,

• Initial Complaint

  08/15/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On July 23rd 2023 I placed an order for a significant amount of equipment from rogue, the order arrived damaged, both the packaging and the product. As requested I contacted rogue customer service and was asked to provide photos, the more I unpacked the more damage I found, with the rack in particular having scratches well through the paint in multiple parts, for an almost $2,000 order I was offered $250… on top of this I was also falsely sold a “OSO Mini Bar” which in the listing is mentioned as black but arrived with significant damage and silver, once I contacted rogue I was told it was “within tolerances” and not replaceable, considering it isn’t even the right color this is crazy!

  Business response

  08/31/2023

  This is resolved. The customer was offered a credit or the option of new replacements from the start. The customer chose the replacement option and this has been issued. 

• Initial Complaint

  08/13/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  5/26/23 - I placed an order for the Monster Cave along with a significant number of other items totaling $17,941.53 and received an email confirming this order on 5/26/23. 5/30/23 - I then received an email on 5/30/23 which communicated the additional accommodations that would be required to facilitate the delivery of the oversized items. A response from me was requested. 6/8/23 - I provided the written response/confirmation via email that I would have additional measures in place to ensure the delivery. 6/9/23 - I received an Order Confirmation email stating “Your order has been processed: 9-Jun-2023 Your order will ship complete in approximately 6-8 weeks”. Following the Order Confirmation email, my expectations were to receive my order and to accommodate delivery between 7/21/23 – 8/4/23 which is 6-8 weeks from the date of the 6/9/23 communication. Knowing I had a scheduled vacation 6/24/23 through 7/2/23 and wanting to ensure I fulfill my end of the delivery expectations; I reached out to customer service on 6/19/23 and chatted with ******* O.. I asked about the lack of movement on the order status tracker and was told that "Your order is processed on our end, so it is likely the order tracker just hasn't updated on your end. We sent an email out on 6/9 after you confirmed the oversize delivery and notated a shipping lead time of 6-8 weeks.”. ******* O. also added regarding the 6-8 weeks- “This would be from the purchase date.”. Still, this would establish a delivery date range between 7/7/23 to 7/21/23 when I could expect a delivery and would be present at my residence. I later spoke with Rogue representative, **** and **** stated to me that Rogue should’ve wrapped the cargo crate with Black Rogue plastic. My item was not wrapped in that plastic. Based on other customers reviews and pictures provided, they received the black plastic on their delivery. Rogue will not honor their 30 day return policy bc they believe that the item is now damaged.

  Business response

  08/31/2023

  The customer had someone receive and signoff on the shipment on their behalf.

  Half of the shipment was placed inside a garage.

  The other half was received and knowingly left outdoors in the elements.

  The items were delivered in new, undamaged condition.

  The customer assumes all responsibility after delivery. 

  Customer response

  08/31/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 20464310
  
  I am rejecting this response because:

  “The customer had someone receive and signoff on the shipment on their behalf.
  Half of the shipment was placed inside a garage.” 
  

  I was on the other side of the country at the time of the unscheduled delivery. The delivery was unexpected as it arrived weeks before the agreed upon delivery date. I accepted a delivery under duress and only on the contingent that the item would be fully wrapped in plastic by the shipper.  I wouldn’t have had to ask this if Rogue had done their job by wrapping it in black plastic like they do for all other similar orders. See attachment as a Rogue employee admitted that it should’ve been wrapped. The duress is that the delivery company threatened that the item can not be sent back and if they don’t deliver the item that it would most likely be damaged at their facility. They forced me into a decision on the spot. I made a decision under an unfortunate circumstance that Rogue created by sending the item early.

  The other half was received and knowingly left outdoors in the elements. I was under the impression that items fully wrapped in plastic were left outside
  

  “The items were delivered in new, undamaged condition.”

  I am unaware of how the items arrived because they were at an unscheduled time when I was out of state. The first day that I observed the items, they were damaged. 

  “The customer assumes all responsibility after delivery.”

  I assume responsibility when a delivery shows up at a reasonable date/time. I reached out to Rogue a few days before a left for vacation. They stated to me that the delivery date still hasn’t changed. If the delivery date hasn’t changed then the items would’ve arrived in my drive way after I arrived back home from vacation. 

  
  Regards,
  
  ******* *********

  Business response

  09/01/2023

  We have already gone back and forth with this customer extensively via email and phone.
  
  While we do believe numerous parts of his complaint are not fully accurate and other information was omitted, it is all irrelevant based on the facts provided in our original response.
  
  We've attempted to accommodate this customer with some reasonable offers as a courtesy and for his satisfaction, to include the offer to replace some of the visible rusted hardware and extended a $250 credit.
  
  These offers were declined and the customer filed a chargeback for the full amount of the order ($6500).
  
  At this point we do not have anything further to discuss

  Customer response

  09/01/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 20464310
  
  I am rejecting this response because: 

  “We have already gone back and forth with this customer extensively via email and phone.

  
  While we do believe numerous parts of his complaint are not fully accurate and other information was omitted, it is all irrelevant based on the facts provided in our original response.”

  Please provide what parts of my statement that you believe are inaccurate and please provide the proof or evidence that you have to support your claim. 

  
  “We've attempted to accommodate this customer with some reasonable offers as a courtesy and for his satisfaction, to include the offer to replace some of the visible rusted hardware and extended a $250 credit.”

   

  $250 credit for pieces that cost approximately $6500 is a drop in the bucket, an insult, and not an honest offer. There is damage to more pieces than just the hardware. There is damage to items included but not limited to hardware, weight stacks, posts, pumps, and other pieces that I don’t even know the name. Not to mention the labor on replacing the unit. Do what’s right and replace the unit. Honor your 30 day warranty.  
  
  “These offers were declined and the customer filed a chargeback for the full amount of the order ($6500).”

  True. And I will continue with additional legal matters if Rogue doesn’t make this right. 

   

  
  “At this point we do not have anything further to discuss”
  
  Regards,
  
  ******* *********

• Initial Complaint

  04/27/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Shirt ordered and sent to billing address instead of shipping address. Rogue refusing to ship item paid for to the shipping address listed on their invoice and stating the billing address is the correct shipping address despite invoice they sent. Request the shirt to be sent to correct shipping address as listed in original invoice

  Business response

  05/04/2023

  We are shipping a replacement shirt to the customer's needed address.

  This has been a confusing experience for the customer and we apologize.

  Thanks, 

• Initial Complaint

  04/09/2023

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  Dear Better Business Bureau, I am writing to file a complaint against Rogue Fitness regarding a recent purchase that has caused damage to my property and posed a health hazard to myself and my family. On 10/12/22, I purchased a weight set from Rogue Fitness for $1064.26. Upon receiving the weights, I immediately noticed a strong chemical odor emanating from the products. Despite allowing them to air out for several weeks, the odor persisted and also stained my carpet black. I contacted Rogue Fitness to initiate a return, but was informed that I could not do so as I had discarded the original packaging. I explained the situation and my concerns about the safety of the products, but was still denied a refund or exchange. As of 4/9/23, almost six months after the purchase, the weights continue to emit a strong chemical odor and continue to stain my carpet. I have attempted to clean the weights, but have been unable to remove the stains or the odor. I believe that Rogue Fitness should be held accountable for the damage caused by their product and for their failure to accept a return or provide a solution to the ongoing issue. I am seeking a full refund for the purchase price of the weights, as well as compensation for the damage to my property and the inconvenience and health risk posed by the products. Thank you for your attention to this matter. Sincerely,  

  Business response

  05/09/2023

  ****,

  We are sorry to hear that you're not happy with the dumbbells.

  Do you still have these in your possession?

  Are they still off-gassing?

  Are these still in like-new condition?

  Please let us know on the above.

  Thanks,

  Customer response

  05/09/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: ********
  
  I am rejecting this response because:  there is no resolution provided.

  To answer your questions:

  Yes, the weights are still in my possession stored in my garage.
  
  Yes, the weights continue to emit a chemical smell and leave behind a black stain on anything the weights come in contact with.  They appear to be off-gassing. 
  
  Yes, the weights are in like new condition.
  Regards,
  
  **** ******

• Initial Complaint

  02/16/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  The company is advertising 7-10 day shipping on items(a bench in this instance) and is not shipping according to the advertisement. Attempts to resolve the issue via email, chat, and phone were not fruitful. When contacting them by phone they said that this delivery time is simply an estimate and that actual delivery times may vary. This was not communicated at the time of purchase and is a deceitful practice. Rogue should not be allowed to make false promises such as this. If there are issues or delays with an order for whatever reason the company should communicate this to the consumer.

  Business response

  02/17/2023

  This did slip out of the original estimated delivery time, and we apologize for the additional delay on your bench.

  While the original bench was expected to ship early next week, we can see you called in yesterday to switch to a different color that was in stock.

  This shipped the same day and was loaded on a trailer within 3 hours of you calling in.

  You can expect the tracking to go live later today:  

  Customer response

  03/01/2023

  I am rejecting this response because: The language regarding lead time for products being advertised on the site is still inaccurate/misleading to the customer and should be updated to either reflect accurate delivery dates or clearly articulate that this is only an estimate and is not to be relied upon.

• Initial Complaint

  02/09/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered a set of 80 lbs NUOBELLS from Rogue on 01/11/2023. I waited 2-3 Weeks for them to be shipped and they never did. This Officer contacted Rogue and they stated that would contact me ASAP on this issue. They never contacted me and I had to call again. They are refusing to issue me a refund. Rogue states they need to cancel the order through the vendor before issuing a refund. This is almost a $1,000 order and refund they are keeping from me. They refuse to call me back or send E-Mails following up when saying they would. Not only do I not have the product I paid for Rogue will not issue me a refund. I have spent my savings on this and no one is helping me get my money back. I then contacted the vendor myself who stated that they never received any order from Rogue with my name or date. Rogue states to me that they are following up but clearly they are not. They are keeping my money and not shipping the product. When I asked for a refund and to cancel the order they refused. Please help me. Thank You.

  Business response

  02/17/2023

  *****,

  We apologize for the original delay you experienced on your order.

  We can see that you requested this order to be canceled on 2/7.

  The tracking email was sent to you on 2/9 showing your order had shipped and was in transit.

  On 2/13, the day before delivery we received a chargeback for this order.

  On 2/14, the delivery was accepted.

  We are following up with you via email to confirm (1) if you would like to keep the product as ordered and have lifted the chargeback or (2) if you would like to return the item.

  In the case of return we will send a UPS driver to your location.  The product needs to be accessible and packaged as delivered.  Nothing else is needed on your end.  The driver will provide the label.

  Customer response

  02/21/2023

  I accept the business's response to resolve this complaint. Im keeping the order, thank you!

• Initial Complaint

  01/02/2023

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  First, I am posting this review here after Rogue refused to post it on its respective product webpage - I attempted to post it 3 times, but, seeking to silence my review, Rogue deleted it. Second, this is maybe one of only three product reviews I have ever left since product reviews became a thing, but the manner by which Rogue has handled themselves with this situation - beyond the matter of the bench (see below) and more so, their low level of ethical customer service - warrants a review and investigation. Had Rogue taken care of the issue, this review would never have been posted. Concerning the bench: For a $1,000 workout bench, the level of rust/corrosion on it, in such little time, is unacceptable. We are exceedingly clean people who ensure our workout equipment remains equally clean. This is the second of the Rogue AB-3 we've owned; the first did precisely the same thing before it was replaced. This bench we received began doing the same thing within the first 30 days of owning it! We did not contact Rogue immediately, just thinking, "it is what it is." But it got to the point that the bench became difficult to adjust, and frankly, aesthetically, a $1k bench shouldn't look like this. We had been saving for a complete home gym – upwards of $25k and were concerned that other Rogue equipment might rust/corrode to the same degree in the same amount of time as the bench had. We wanted assurance that Rogue would back their products – enter stage-left, our issue with Rogue customer service. Concerning Rogue customer service: Resolving this issue has been ongoing for some time now - up to 2 years. Earlier this year, I had a pleasant exchange with a Rogue customer service agent who was either a.) going to refund us or b.) replace it. However, our emails were intercepted by who appeared to be a manager, a Mr. ****** ** in "customer service" (maybe others?) who rudely denied our request for an exchange and going so far as to even 'gas-light' us, indicating it was user error- he refused to continue the email conversations, and simply ended with the quotes I included below. At that point, my wife and I were at a loss – I reached out to Rogue numerous times after that, but I'm assuming each email was intercepted by ***** ** We decided, for our sanity's sake, at the time, to let the matter rest – he had accomplished his goal of silencing us for the time being. But now, we must speak up: a.) the bench is nearly unusable since the rust/corrosion is making it difficult to adjust; it's unsafe to use, and b.) it seems there is a consistency with some customer service reps at Rogue telling customers who are having a significant issue with a product that that issue is limited to their product and no one else's (see other reviews). As I said above, we have been buying and saving for a complete home gym for some time now. We've loved Rogue equipment up until this product (and more so, the customer service incident – had ***** * taken care of the customer, the bench's rust/corrosion issue would not be deterring us from purchasing such a large order of Rogue equipment, as we would be confident Rogue's customer service would 'back' us. But now, we fear purchasing anything else, not trusting we'll be taken care of if there's an issue in the future. For Rogue customers: Buyer beware! For Rogue, my questions are: Is it company policy for a manager to have permission to override an already promised exchange and/or refund? Is it company protocol for a manager, when he/she is 'done' with a customer, to have permission to say, amongst other things that were said, comments such as, "This will be our last email regarding this matter" or, "This matter is considered closed"? Is this gaslighting/'Jedi-mind trick' an intentional way to get the customer to feel they're in the wrong and to walk away with their tail between their legs? Again, we do not believe the above is representative of all Rogue employees. We've had pleasant interactions with most. But our formal complaints went ignored, and that's not indicative of a company seeking the well-being of its customers or their continued loyalty. Consistency communicates - notice the consistency of negative reviews of Rogue on this site and elsewhere? Make a wise decision and spend your hard-earned money elsewhere.

  Business response

  01/13/2023

  Per our email correspondence:
   
  The first issue is the oxidation is happening in the same location as your first bench.  To date, we have not had any other reported issues from customers that have also experienced this type of oxidation pattern.  The last reported case was your first bench.
   
  Additionally, the oxidation is occurring across different components that have 3 different finishes (Powdercoated frame, Pillow Blocks, Hardware).  None of these items oxidize easily, they each have a unique finish, and each comes from different manufacturers.  We only do the powder coated metal frame in house.  The odds that all of these items have the same manufacturing issue coming from 3 separate vendors with different finishes is unlikely.
   
  Lastly, If the oxidation was a result of light paint, we would expect to see oxidation coming through areas of the paint in a bubbling formation, but that's not present here.  This would also only explain the oxidation for the powder coated frame, and not the other two components.
   
  There are a lot of factors that can contribute to a faster rate of oxidation, to include the environment, use, exposure to moisture, sweat, cleaning agents, etc.  All finishes will provide some level of oxidation protection, but nothing is rust-proof..  From some of the patterns on the bench, it is evident these specific areas have been exposed to moisture.
   
  Upon this further investigation, we are not able to proceed with a replacement, as we would expect the replacement bench to wear no differently than the first two benches, given both benches have shown the same oxidation patterns across all components, and this oxidation pattern shows indications of moisture exposure.
   
  This bench will last you a lifetime as is.  No treatment or action is needed. 

  Customer response

  01/17/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: ********
  
  I am rejecting this response because: business fails to address all concerns in initial complaint. 
  
  Regards,
  
  **** ******

• Initial Complaint

  11/15/2022

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  Last June I made a transaction with Rogue Fitness for equipment. I received price quotes for the equipment, the last being the one I paid for (see 13) . Prior to price offer "13" ( see 11) you can see the same exact items minus ~$4K . The difference between the offers, as was DAP shipping as opposed to offer 11 - CIF shipping to Haifa port. In actual fact: The bill of lading wasn't filled properly and the customs in Israel refused to release the goods unless I pay $120 for land transportation. After arguments, papers that I had to present and contacting STAR ASIA we reached the agreement that I will only pay tax fees. The equipment arrived to Ashdod port not Haifa ( ~ 150 km away) as was agreed. I received photos from Ashdod port that my equipment arrived disassembled, wet, not wrapped in the company's original packaging &some parts were broken. In response, "Rogue Fitness" wrote to the customs broker: "pack it as it is and send it- no refund granted" I drove for 3 hours to the port & saw the mail they received from STAR ASIA but unfortunately I wasn't allowed to go in and see the damages. I was promised "DAP shipment - worries free". The truck arrived. The forwarder didn't know what he was supposed to do. As far as he was concerned his truck with the 276 kg of equipment should be unloaded by me. He parked far from my studio, arriving torn in wet packages which couldn't be lifted. fallen items were picked from the truck's floor. The company's response: they sent me only what was missing in the order. This made my business be out of work for over 20 days I hired installers & bought parts that arrived damaged. The company didn't give me a refund on anything. They still owe $75 for a broken item and $50 for screws purchased myself. The company's responses were unsatisfying. This doesn't accord with the astronomical price I paid. Eventually Rogue stopped communication with me. The customs broker conquered that the shipping fee is unreasonable for the service I got

*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. ↩