ComplaintsforRogue Fitness

• 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

• Initial Complaint

  11/05/2022

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I ordered a rower and pair of J-cups for $1225 on 3 November 2022 (order #***********). In the online ordering process I updated my address. Shortly after I placed the order, I received an email stating that the order was processed. The email showed the correct billing address but the old shipping address. I immediately notified customer service online and with a phone call. The gentlemen on the call told me that one item had already shipped and there was nothing he could do. I find it hard to believe that the order was actually picked up by UPS as it was so soon after the order was placed. He made no attempt to stop shipping. I received an email from customer service shortly after that stating that I owed money to change the address on the second item. I replied saying that I would rather cancel the entire order than pay to cover what I believe is a system error. I made another phone call to try and fix the issue. The only suggested resolution was that I should hope that delivery is refused at the wrong address. It is plausible that I am at fault, that I did not update the shipping address. It is equally plausible that there was a system error seeing that the billing address was updated. Either way, what I find completely unacceptable is the lack of interest from Rogue customer service in resolving the issue. Their attitude was "oh well, sucks to be you." Had any attempt been made to stop the shipment, I believe that this could have been stopped. Thankfully, the cost of the rower was refunded, but I still have a $100 package being delivered to an address 2000 miles away from me with no recourse but to contact my bank about a charge for goods not received. Resolution of this complaint requires either delivery of the goods that I paid for to the correct address or a full refund.

• Initial Complaint

  09/26/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  When I placed my order on 09/07/2022 it showed both items to be in stock but I later received a notification that the mat was on back order for 30 days. On 09/18/2022 I was unable to figure out how to request a cancellation so I put in a request for a return and noted that I was trying to cancel the order. On 09/19/2022 I was able to locate the chat on the website and requested the order for the mat to be cancelled and was told that they would check to see if it could be cancelled. I also received a message confirming they had reached out to see if it could be cancelled. On 09/20/2022 I received a tracking order for the mat. So suddenly when I want to cancel the order it is in stock and shipped. I immediately reached back out by email to let them know I received tracking information and was advised I could refuse or return the package. I was not home when the package was delivered so I attempted to ship it back but the cost was over $80 for me to return the unopened package. This is as much as the mat cost! I reached back out and had several back and forths with a representative who stated the only thing that could be done is sending me a label on their rates but still at my expense. As I explained to that it seems ridiculous for me to have to pay for the return when 1) the item showed to be in stock but wasn't 2) The item was on a 30 day back order until I tried to cancel it 3) When I tried to cancel the order I suddenly received tracking info even though it had only been about 2 weeks not 30 days.

  Business response

  09/27/2022

  ******, 
   
  We apologize for any confusion regarding your order.  The mat ordered does ship directly from the supplier with a standard 30 day lead time.  This is listed on the product page, in the cart, and on both confirmation emails sent when the order is submitted.  We apologize if this was missed.  We can't guarantee we are able to cancel an order once it has been processed, but our team did reach out to attempt to cancel this well after the guaranteed cancellation time frame.  Unfortunately in this case, the supplier had already processed and packed the order on their end, which is why you received the tracking information the following day.  If you wish to return the product our offer to extend our shipping rate still stands.  This is a fraction of the cost you were quoted by UPS at $22.92.

   

  Our returns and cancellation policy can be referenced here:  https://www.roguefitness.com/return-policies

  Customer response

  09/27/2022

  Better Business Bureau:
  
  I accept the business's response to resolve this complaint but I still disagree. I never saw the information they are stating was listed. 
  

• Initial Complaint

  09/02/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Prior to placing my order on 8/22 I called and spoke with a customer representative to get clarification on how to order 200 sq ft of flooring. Their site says that 2 lengths are available, 25x4 or 50x4. I was told that they fulffilled the orders to be in the minimal amount of rolls/cuts possible so that 200 sq ft would come as 1 50' roll. This in turn is what I needed as it would provide me will 1 piece from wall to wall with there being only seems at the 4' marks. Today the order arrived and was in fact 2 25' rolls, NOT what I want, need, or was told I would be receiving. I attempted to place a return and was given the option to only return it if I paid for shipping, which is $300 plus dollars. I then called to get resolution and was told that there was nothing that could be done. Rogue's standard practice is to ship 25' rolls unless the buyer specifies in the comment section of the order that 50' rolls are requested. No where on their flooring page is this stated. This is EXPLICITY why I called in asked what to do and in return, did exactly as I was instructed. The Rogue representative offered no other resolutions. I want this item returned for free and a new 50' roll shipped to me free of charge.

  Business response

  09/16/2022

  *******,

  We apologize for any confusion and issue regarding your order.

   I do see we offered to send a new roll of flooring and get the original flooring returned at no cost to you on 9/7.

   Alternatively, we offered a $200 credit (53% discount) if you would like to keep the flooring you received.

   Both offers still stand and we are still awaiting your reply. We are happy to resolve this issue.

  Customer response

  09/20/2022

  Their offer to replace the flooring will require me to pay to get the flooring out of the basement. Upon receiving the incorrect order, as I mentioned before, I cLled Rogue and they flatly rejected any fixes. Because if this and the size of the rolls, my contractor moved these to the basement, we simply could not leave them in the garage. Not only that, Rogue expects me to palletize these and coordinate the pickup with the shipping company.

  Their other offer is to give a partial refund of $200, which does not even cover the original shipping price that we paid, and “give” us more double sided tape for the installation. Not only will we have more visible seems if we were to install what they sent, we will have to pay our contractor more to install this as their will be more cuts and seems, thus more work required.

   Rogue has totally failed on all fronts which in turn has cost their customers money and time.

  Business response

  09/21/2022

  The options we provided the customer to resolve this complaint are final.

  1)  Exchange the product received.  Rogue will cover all related shipping costs for the return and the new product shipping back out.

  * The only requirement is for the product to be accessible for the delivery driver, just as it was delivered.  If the customer chose to move the product to an inaccessible location, it is the customer's responsibility to have this accessible to the driver, as it was delivered to the customer.

  2)  The customer has the option to keep the flooring as received.  The flooring product and volume matches exactly what the customer ordered.  The only discrepancy is the customer received the flooring in two 25' roll lengths, opposed to one 50' roll length.

  Rogue fully acknowledges this discrepancy, which is why we are offering a complete replacement with all shipping covered, or a credit to keep what was received.

  The $200 credit offered equates to a 53% discount.  More than half of the product cost that was paid.

  Both options are still available to the customer. 

  We do not have any further comment on this matter. 

• Initial Complaint

  08/26/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We initially reached out to Rogue Fitness on 21 Aug 2022 in order to submit a personalized quote request. Provided all info ie. name, address etc. Had great customer service so far and received official quote on 23 Aug 2022 with an amount totalling $2452.28CAD. (minus a 400$CAD gift card we had) Choosing to go forward, we receive a Paypal payment request the next day and pay the amount in full. Being really excited to receive our new gym gear, we waited patiently for 2 days in hopes to get an order confirmation email. On 26 Aug 2022, I received an email attached with an invoice and that an additional Paypal payment request was sent for an additional $555.16CAD in order to cover shipping costs. Until new total amount of $3007.44CAD was paid, the order would not be processed. In an attempt to understand why that additional amount was not initially added to the official quote, I responded to their email in which they replied "The shipping address was given after the quote had been created which is why there was not a shipping cost because we could not calculate it at that time." My address was given before the quote request and is clearly identified on the quote. I then contacted customer service via their phone line, where I was pretty much told to pay the extra amount or cancel my order. Obviously, we were very disappointed of their response and lack of accommodation. Long story short, I now have $2452.28CAD paid and haven't cancelled my order yet. Hoping they can disregard the extra shipping fee and proceed with their initial payment amount.

  Business response

  09/16/2022

  *******

  We apologize for any inconvenience or confusion caused by our initial oversight of not including the shipping cost on your original quote.

  I do see this additional amount was paid on 9/8 and your order shipped on 9/12.

   

   

  Customer response

  09/24/2022

  I am rejecting this response because: 

  After contacting Rogue Fitness customer service following BBB complaint submission, we felt obligated to a) cancel order entirely or b) pay additional cost. As we already had money transferred and due longevity of this process, we paid additional amount to have our equipment after more than a month of wait. 
  
  Although purchase is fulfilled and equipment is received at this time, I am greatly disappointed with the service we’ve had. That being said we are hoping Rogue Fitness can accommodate something in our favor (ie. partial refund, gift card) This could possibly restore our trust in the business for future purchases. 
  

• Initial Complaint

  08/10/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Purchased multiple items online, totaling over $5,000. Two pieces have come damaged, Rogue Curl Bar and Rogue 9 Vertical Bar Storage. Curl Bar and Bar Storage are completely covered in rust and corrosion, does not look like delivery damage, more like there wasn't even a quality check. I called in to speak to a representative for the first time, was told to provide pictures, I provided a video. A new curl bar was already in the system as being processed to ship, later that night. There was no instruction or planning on how they'd get back the damaged curl bar back, just to put it in the sleeve the new one comes in... and no further instruction? New curl bar is delivered with packaging completely damaged this time, with duct tape wrapped around everywhere. I'm looking for a resolution to my problems with Rogue and their lack of standard operating procedures when sending repeatedly damaged non-quality checked items to customers that are spending thousands of dollars. I hope BBB can help Rogue respect their paying customers that want Rogues equipment, however refuse damaged equipment. I'm refusing to do the job Rogue never did by professionally inspecting, packaging, and repackaging THEIR damaged items back to them. Every other company handles the logistics of not only delivering you the new and FIXED item, but being responsible for picking up the DAMAGED item they should have never sent in the first place. I currently have 1 damaged curl that needs packaging and to be picked up, I have 1 curl bar still in the damaged packaging that needs to be picked up and new one delivered correctly, and 1 nine vertical barbell storage that came completely covered in rust never quality checked.

  Business response

  08/12/2022

  ******,

  Thanks for reaching out, and we apologize for any issues you had with your gear.

  It looks like replacements have been issued and you've been working with **** to arrange the return.

  Based on your email last night confirming you will package the equipment in the packaging it arrived in, **** will schedule a pickup and follow up with you today on when that will be completed by UPS.

   

  Thanks,

  Customer response

  08/12/2022

  There is no instruction on what time frame to leave gear outside unattended.

  Business response

  09/16/2022

  The customer received credit or returned and was refunded for all items in question.

   

  The final refund was made on 8/26/2022.

   

  The customer's concerns were resolved on that date. 

  Customer response

  09/19/2022

  [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

  05/02/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  I purchased from Rogue a product called the Color Echo Bumper Set 230 lb, a set of weight plates in pairs of 45, 35, 25 and 10 lb. This product is made of virgin rubber and I intended to use it in my 7x10' home gym. The smell of the product is overpowering and fills up my small indoor gym QUICKLY, making it impossible to work out. Apparently, this is a common occurrence, but it is usually not an issue because many consumers use this product in large spaces or outdoors.

  Here is the issue: I had no clue the plates were so smelly; it seems like they are gassing off large quantities of organic volatile compounds (VOCs). This information was not disclosed on the webpage for the product. None of the reviews on the Rogue website indicated it. There was no warning about use in small indoor spaces on the product's web page. Nothing. There was no way for me to access this information from Rogue.

  Had I received information about it, I would have never purchased this product. I left a customer review on Rogue's web site alerting consumers that this product was not usable in small indoor spaces, but the review was never published. It seems like Rogue knows about it, but hides the information.

  I contacted customer support, and followed their advice: Wash the plates, and leave them outside for several days. But the smell is still intense. The customer service representatives I talked to suggested that some people are simply more sensitive to the smell than others; this is ludicrous. I brought several people in and nobody could stand the intense rubber smell in my home gym.

  The resolution I seek is HONESTY. I want Rogue to disclose visibly (not like a footnote in microscopic font size) that this product emits VOCs in a way that makes it inadequate for indoor use.

  I was fooled and purchased something that was impossible to use; the seller hid traits of the product that would change a consumer’s opinion, and they intentionally hid reviews that disclose this.

• Initial Complaint

  03/01/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased a rowing machine. Product came in a battered box with a huge hole 1/3 the size of one side of the box (see pics). Cracks to the packing foam as well. Heavily abused product. No one would buy a battered product like this if they were at the store in person. Totally unreasonable to expect the customer to keep this unit. For $1,500+ I expect an undamaged product.

  Business response

  03/07/2022

  We apologize for the condition the packaging arrived in.

   

  We have issued a new replacement unit and are arranging the return for the original.

   

  Thanks,

*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. ↩