ComplaintsforRogue Fitness

• Initial Complaint

  07/19/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Placed large order on 1st of July 2024. Expected delivery based on tracking was July 15th 2024. R&L carrier dropped off an order and the only thing I got was a shelf. I’m missing a dumbbell set and weights. After countless hours on the phone and email I have no product and i’m getting charged with no eta on product. i have been getting the run around and when asked to speak with a manager at Rogue Fitness numerous times no manager is available to speak with.

  Business response

  08/01/2024

  We apologize that your order was not delivered in full on the original delivery date of 7/15.

  Only 2/3 pallets were delivered and the crate of dumbbells were missing.

  A replacement crate of dumbbells was reshipped on 7/22 and delivered on 7/26.

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

  Thanks,

• 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

  12/18/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I spent $30 to join a fitness challenge called the 1000lb club in which Rogue listed a number of rules that you must adhere to complete and achieve the challenge. In order to complete the challenge Rogue mandates apps to download, and list your information within to get credit. Upon completing the challenge and adhering to the guidelines Rogue identifies ways in which to disqualify participants. I completed the challenge not once, but twice the second time of which I adhered much more strictly after reviewing the response from the first completion. After the second time, Rogue created a whole new list of things they considered disqualifying making the program seem virtually impossible to complete. When submitting my appeal Rogue simply doesn’t reply, and when reviewing the results it appears 80% or more of the participants fail by default for the same sketchy reasons. I’ve completed the program successfully and I just want my shirt

  Business response

  03/03/2024

  Dillon,

  You have been refunded in full for your challenge entry fee, as a courtesy.

  As listed in the previous emails, the submissions were rejected for the below reasons:

  Submission 1 was rejected for:
        - Didn't weigh his bar
        - Did a sumo deadlift
       -  Didn't squat to depth
  
  
  Submission 2 was rejected for:
  
  
  The score you submitted for the Rogue Challenge has been invalidated because you did not submit, or failed to follow the video submission guidelines. Specifically; - Bench Press - athletes feet clearly come off the floor - "In order to achieve firm footing, lifter may have plates or blocks under their feet. If either foot comes off of the floor or plates during a lift the lift will not count" - Back Squat - athlete does not squat deep enough - "The athlete must squat to a depth BELOW PARALLEL where the hip crease is clearly below the top of the knee with the barbell controlled in a back rack position" - Deadlift - the athlete does not stand the weight up - "he bar is lifted to the finishing position where the hips and knees are fully extended with the head and shoulders behind the bar." Please visit roguefitness.com/challenges and click on "The 1000 LB Club Challenge" tab for a full list of the video submission guidelines.

  Customer response

  03/08/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21026927
  
  I am rejecting this response because: 

  I appreciate the refund for the contest, but reject that I failed the lifts. Not only did I complete the challenge successfully using approved lifts, but I did it twice.

  Rogue has been unresponsive via email for disputing this issue and the program grants Rogue an extensive list of opinion based failures. Between the two videos submitted I most definitely achieved these lifts. Squat depth far below parallel, bench achieved in first video was beyond adequate, and deadlift correction made with a complete lock out at the top. 
  

  Rogue will lose customers to brands who support their lifting customers, not argue with them.

  Regards,
  

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

  Business response

  03/21/2024

  The customer signed up for an online challenge and did not complete the challenge.  This was contested and reviewed by a panel of judges multiple times.
  
  Because this customer was so upset we refunded him 100% of the entry fee (this is typically non-refundable)

  Customer response

  03/22/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21026927
  
  I am rejecting this response because: I completed the challenge not just once, but twice ensuring to follow the posted instructions and judges guidelines. Judges claimed new issues each time, and appeal emails went without response.

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

• Initial Complaint

  12/01/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Before placing an order understand that, you will not be notified when you will be receiving your shipment unless you’re actively checking your tracking number. If and when the shipping company comes to you, they will threaten to dump the order on the side of the road if you are not there unless you pay additional fees for redelivery. In case you schedule another delivery, they will not show up on the scheduled date! I have spent all the money I saved on their Black Friday deals paying for labor for days shipping was “supposed” to show up. Hence it was 3 different rescheduling dates. Oh and customer service will tell u to beat it basically. Good luck!

  Business response

  02/21/2024

  *****,

  We apologize again for the delivery issues on your order and hope you have been enjoying your gear since.  

  I do see we extended a $200 credit for the carrier missing multiple delivery appointments.  We understand how that can be frustrating.

  I've copied our last email reply on 12/6/23 and we have considered this resolved since that date.

  Please let us know if anything else is unresolved on your end.

   

  *****,

  Glad to hear this was finally delivered; we appreciate your patience throughout this process. 
   
  I wanted to follow up here as I have had the chance to review everything that has transpired to this point. 
   
  In review, we didn't do the best job of setting proper expectations when it comes to a freight delivery. 
  
  For any freight delivery, the pallet(s) will be dropped curbside, with a delivery appointment not being required. 
   
  If delivering to a commercial property, the carrier may reach out beforehand, but they are not required to. The carrier is only obligated deliver the gear on or as close to your property line as possible. 
   
  We try to be fully transparent when it comes to this process, so we are sure to lay all of this out in a confirmation email during processing. The specific confirmation for your order was sent over on 11/20; we apologize if it was missed in the shuffle. 
  
  As *** mentioned previously, we are unable to guarantee delivery dates. Several factors come into play with freight shipping such as truck/terminal capacity, driver/truck availability, and overall volume each terminal is currently processing. As you can imagine, delivery terminals across the country right now are seeing added volume due to the Holidays, which is adding potential for delays to occur. 
   
  We don't mention all of this to make excuses; We simply wanted to provide some context as to the delay you experienced. 
   
  With any order, we will always see to it that first-quality gear is delivered and are always happy to step in and assist when needed. When you first reached out to us on 11/30, we contacted the carrier on our end immediately and have followed up with them daily since. 
   
  Unfortunately, each time we reached out to the carrier, we were given a lot of the ***e information you were.
   
  Again, we are happy to hear this was delivered and do apologize for any frustration caused. 
   
  We see this is your first order with us and would like the experience to be a positive one. Given the delay and inconvenience, we have issued a $200 credit back to the payment method used at checkout. 
   
  This should settle within the next 2-3 business days. 
  
  Thanks again for your patience and if you have any other questions, please don't hesitate to ask. 
   
  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.

*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. ↩