ComplaintsforRogue Fitness

• Initial Complaint

  02/14/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On 1/16/22, I purchased fitness equipment from Rogue Fitness in the amount of $4,975.79. Shipping was included in that cost with ****** ************* as the carrier. I received a call on 2/9/22 from ****** stating they would like to schedule curbside delivery (as close to property line as possible). When I asked the scheduler why they couldn’t drop off the equipment at the top of my driveway I was told the “scouted ahead” and curbside was needed. I called Rogue Fitness about this because I wouldn’t be able to move the equipment (over 1300lbs) from the end of the driveway to the house. I was told the same answer that it was scouted ahead and required. On 2/14/22, ****** finally scheduled delivery and gave a window of 8am to 5pm. The delivery driver showed up at 6:20pm in a semi-truck which was unable to enter my property and would block off both lanes of traffic of stopped, clear indication that no “scout ahead” had been completed. The driver informed me he couldn't safely deliver the package and that he would request a smaller truck to attempt again. I called Rogue Fitness to confirm this and was told this wouldn’t happen and that I would need to go to the ****** facility or a local shopping center parking lot to meet them and pick up items I had already paid for delivery. I then asked the call rep if I would receive a refund for my shipping payment. He stated that I wouldn’t and that I was told that in email on 1/16/22 which we later verified was never stated in the said email. I asked to speak to a supervisor or manager and was told no one was available. Attached is the order number and verbiage stating delivery exceptions which doesn’t include any statement of shipping refunds. I would like a resolution to this issue and to be contacted by someone in senior leadership at Rouge Fitness.

  Business response

  02/16/2022

  *******,

  We apologize for any issues with the delivery and our team is still looking into alternate options and is in contact with you on this. The available options can vary by terminal dependent on their equipment, availability of equipment, and the delivery location.

  All freight shipments are delivered by semi with a full-size trailer and are curbside only. 

  If a full-size trailer is not able to safely access the delivery location alternate arrangements will need to be made and that is what we are looking into now. 

  We apologize for any confusion regarding this process, and we are happy to work with you to find a resolution for your location. 

  The below outline of the freight process was included in the two confirmation emails that were sent on 1/16 and 2/1. 

  The Freight shipping process is outlined below:
  
  - Residential deliveries may not require an appointment or signature.  
  
  - This curbside delivery service provides delivery of your item(s) to the curb at the end of your driveway or property. 
  
  - All freight deliveries include a lift gate, and the carrier company will remove non-oversize skids from the trailer and place them on, or as close to, your property as possible.
  
  **  Please note the below exceptions:
  
  - If you have any items on your order that are 8' or longer you may be responsible for hand-unloading those pallets only due to the length.
  
  - If you live down a road or a driveway that the delivery truck cannot access without causing damage to the road, your property, or the truck the carrier will be unable to complete the delivery.
  
  - This service does not include set up or assembly of items, or removal of packaging materials.
  
  *** Other exceptions may occur depending on the accessibility of the delivery location

  Customer response

  02/16/2022

  I have yet to be contacted by any representative from Rogue Fitness attempting to resolve this delivery issue. This response also doesn’t address the statement made by Rogue in regard to the shipping fee I paid not being refunded if I were to have pick up the shipment from the carrier facility. I’ve already lost a day of my time waiting for a shipment that couldn’t be delivered, I’m now expected to rent a vehicle to transport items I’ve already paid shipping for?
  
  Regards,
  
  ******* ******

  Business response

  03/17/2022

  The customer was refunded the agreed upon amount on 3/17/2022.

  Customer response

  03/18/2022

  [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

  01/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a rogue barbell on there website on De*ember 30th. The bar name was *alled the Ohio Aggro bar. The Aggro bar is a barbell that either has twi*e the sharpness knurling or 3 time the sharpness of the knurling. The pri*es very from the two times and the three times Aggro bar. I de*ided to buy the three times Aggro bar for $597 in total. I re*eived the bar on Thursday on January 6th. I opened the pa*kage and inspe*ted the bar. After Inspe*ting the bar I noti*ed that the knurling on the bar was not a three time kurl and was a two times. I also noti*ed the bar had alot of *osmeti* issue aswell with the *erakote shaft. I *onta*ted rogue through email and it said I would re*eive a email ba*k in 1-2 days and it took 4 days for them just to say they re*eived my email and there manufa*turer is looking into this issue. On the 5th day they emailed me and needed the spe*ifi*ation of the bar from the *ard thay *omes with the bar. I sent them the pi*tures of *ard plus the bar issue aswell. They told that they still need the *ard that *ame with it and I sent them the pi*ture again. They got ba*k to me and said that they did make a mistake after 6 days waiting. They said they *an send me a repla*ement bar and I replied and said that's fine but I want a portion of my money ba*k. They said they *ould o ly give me a $50 *redit to there online website. I reje*ted this offer and opted for a refund. After this I tried writing a review on the bar on rogues website with pi*tures and my story and when I posted it, it automati*ally got deleted and looked to be they were deleting all the bad reviews of there produ*t on there website. I tried emailing about this and did not get any reply.

  Customer response

  01/18/2022

  My *ase number is 16473302. I have not re*eived a repla*ement bar or a refund at this time.

  Business response

  01/25/2022

  From: ***** ***** <*****@****************>
  Date: Tue, Jan 25, 2022 at 1:09 PM
  Subje*t: Fwd: You have a new message from the BBB of *entral Ohio *omplaint #16473302.
  To: ********* ********** <***********@*entralohio.bbb.org>
  
  
  *********,
  
  I re*eived this reply, but I do not see any option to respond.
  
  Per the *ustomer's message he did opt for the refund and that refund was *redited in full on 1/21.
  
  Please let me know if anything else is needed.
  
  Thanks,
  *****

• Initial Complaint

  01/14/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a home gym spending over $6,000 dollars and both shipments arrived destroyed and missing what was ordered or the wrong thing shipped. We received an order this week and it's missing part of the order a ruck and 30lbs ruck plate. They also sent the wrong size bench press as I ordered standard and somehow got a short one. I've asked for this to be resolved but responses are slow and nothing is being done.

  Business response

  01/28/2022

  ****,

  We apologize that your shipment arrived in less than ideal condition.  From the photos we can see that the packaging looks rough, but we were not able to see any damage to the actual items themselves, and going through the email correspondence I am unable to find any mention of a damaged item.

  In the email correspondence you did mention you were expecting a standard height bench and a 30lb Ruck plate among your items.

  We looked into this and the short height bench and 45lb Ruck plate that you received do match what was paid for and ordered online.

  We did offer to assist with a return or exchange for these items, and, per our return policy, there is a cost associated with the return shipping. 

   

   

• Initial Complaint

  01/11/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered fitness equipment in line from this business on 12/14/2021. After sending a shipping confirmation to me with my correct address, the equipment never arrived. After trying to deal with Rogue, it was determined that the company gave the shipping company (UPS) the incorrect shipping address. After much delay and confusion I received one of two packages. One package was returned to Rogue. The company has made no effort to return the money for the item that they shipped to the incorrect address. I’ve been asking for my money back since 12/29/2021. I was charged a total $379.15. I received the bar that costs $225.00. I was expect the taxes for the $75 portion of the purchase to be refunded plus applicable taxes and the entire shipping charge of $44.83.

  Business response

  02/16/2022

  This customer was refunded in full on 1/12/2022 for the full product cost and associated tax and shipping for all items that were not delivered by UPS.

• Initial Complaint

  12/09/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I found the web site after searching for a weightlifting training shoe. I found the item by Rogue, and it seemed to be a great purchase and was not very expensive, so I ordered a pair in size 10 at a total cost of $109.75. When I received it on December 3, 2021, I found it in size nine and a half. My regular size if nine and a half, but the web site suggested ordering "half size up": this a size 10 was ordered. I requested an RA for the product, but the options did not include mistakes on the part of the vendor. My only two options were that they would send the return label and the company would deduct $14.00 to cover the cost of the return shipping, or I could take the shoes to my shipper of choice and pay the cost of shipping back. On a separate email, I reached out to the company to explain that the error was not my fault, and I should not be docked any fee for the return shipping. They wanted me to take a picture of the shoes to show the size error, but I had already taken the shoes to the UPS Store to ship back. I explained to the company agent that they would see the size when the shoes arrived back to them. The shoes apparently arrived on Tuesday December 7, 2021, because I received an Auto Receipt from Rogue saying I would receive a refund of only $95.48. I sent an email to the company that the mistake of the size was not my fault, but they later sent a message to me saying the "return Team' said the shoes that I returned were size 10 and the amount that I would receive in refund was correct. That was a a total false hood. I had no reason to lie about that and I asked lady on the email stream to personally check the box herself, to see that the size of the shoe is exactly like I said it was. I have not received a coherent response from the company since that email conversation. All I want is the remainder of the amount in refund that rightfully belongs to me. I do not have pictures of that pair of shoes.

  Business response

  12/09/2021

  We apologize for any confusion regarding your order, and are happy to address your concerns here.

  In regards to the return process, the customer is not responsible for return shipping if the product received does not match the product that was ordered.

  In the online return process there is an option for "Wrong item received."  If that option is selected it directs the customer to contact customer service for further assistance and will not let the customer proceed with the return online and absorb the return shipping fee.

  Unfortunately, our customer service team was not contacted until after the return was completed online and the shoes were mailed back.

  A note was left on the order to inspect the shoes at the time the return was processed, and if these did not match what was ordered the return shipping would be covered by Rogue.

  Once received we inspected the shoes and were able to confirm that both shoes were a US size 10.0, matching what was ordered. 

  A photo was provided to the customer via email and is also attached here.

  Thanks,

• Initial Complaint

  10/05/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed an order on: September 19, 2021 for a set of AL Barbell Collars, which cost $55 and item number was ********* I received the order, no problem. However, when I used the barbell collars, one of them was so tight I had to ask men in my gym to fasten and unfasten it! The mate to this collar worked exactly as expected. When I contacted Rouge, they asked me to send in a video to help demonstrate the issue and they were quick to tell me that their collars were designed to work only on the barbells they sold (there is no disclaimer tell a consumer this on their site). My gym actually had a Rogue barbell, and I made a video of their collar being used on that specific barbell. They promptly replied that the stiff collar was working as expected. Rogue made no attempt to exchange, replace or allow a return. Based on other complaints the BBB likely receives, this seems minor. But to me, a woman who is almost 60 years old, this actually seems like gender and age discrimination.

  Business response

  10/07/2021

  ******,

   

  We are sorry to hear that the collars you purchased did not work out for you.

   

  We did review your correspondence and video.  (Thank you for providing that)

   

  From what we can see in the video these collars are functioning as expected.  These are one of our high performance collars designed for the high intensity weightlifter and will require some force to apply.

   

  These are also designed to fit any barbell sleeve made to Olympic spec.  It does not have to be a Rogue made bar and I apologize if we did not do a good job communicating that.

   

  We're happy to still accept these as a return or exchange if you would like to proceed with either of those options. 

   

  While our OSO Collars use a similar lever design, the lever is longer which makes these significantly easier to open and close:  https://www.roguefitness.com/oso-barbell-collars

   

  If you want to exchange the collars for these we're happy to ship out the color of your choice back out to you and we will cover that shipping cost to you.

   

  You may start a return or exchange using this link here:  ***************************************  

  Thanks,

• Initial Complaint

  09/08/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased from Rogue Fitness (Order: ***********). My equipment was supposed to arrive by *** Freight LTL the day prior. ***' own website dictates that they will refund cost of shipping, if they do not meet the advertised date (7 SEP 2021). That's a lot of money to be paying for shipping that doesn't arrive on the date "advertised" even if it is "estimated and subject to change". I'm disappointed that Rogue would speak on behalf of ***. It doesn't hurt to try to talk to the shipping vendor. It's a time-sensitive thing because I'm might not even be around to accept the late shipment due to work obligations in other states. It really messes other action-items in my forward-planning.

  Business response

  09/09/2021

  ****,

  Thank you for reaching out.

  We do see that your shipment is still in transit and we will make sure that this gets delivered to you.

  With the holiday weekend, today is the 4th business day in transit.

  We do understand that the original estimated delivery date that was populated listed 9/7, and are sorry to see that it did not make the original estimated date.

  To address some of your inquires regarding the guarantee:

  -          This shipped using the ******************** and not ****************** (Guaranteed costs signficantly more, if it is even offered)
  -          This shipment uses liftgate and or appointment delivery on all shipments. Both of these accessorials remove all service guarantees

  -          UPS Freight was recently acquired by ******* Freight and just ended their transition period.

  -          The service guarantee for ******* Freight has been suspended since March 2020
  o   https://www.tforcefreight.com/ltl/apps/Announcement_details_20200326a

   Your tracking did update and shows this is now at your local facility.

  You can expect to receive a phone call to schedule the delivery appointment within the next business day, if you haven't gotten one already.

   We appreciate your support, and are more than willing to stand up on your behalf, but want to be transparent that there is no possibility of any recourse regarding the freight charges at this time.

   Please let us know if you have any other questions or concerns.

  Thanks,

  Customer response

  09/10/2021

  I have to reschedule delivery with TFreight (UPSF) and coordinate delivery with someone back home willing to look after my home which I am unsure what will happen cost wise. I respect their rebuttal, but Im disappointed.
  

• Initial Complaint

  08/28/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On Aug 12, 2021 I purchased a landmine attachment to use with my Rogue wall strip. There’s a photo on the Rogue website of it being used in this way. On receiving it I saw that the bolts stick out quite a bit and will damage my wall. I therefore decided not to install it and return it. I emailed Rogue customer service. They asked for a photo, so I installed it and sent them a photo. They replied that it’s installed correctly and will work. To protect my wall I should buy and install a piece of rubber behind the device. And, even though I met their return policy as I had it only for a day and never used it, now I can’t return it because it’s been installed! I only installed it to take the photos they asked for. I would like a refund for the item and shipping both ways. Order number ***********. Amount $128.42

  Business response

  09/02/2021

  *****,

   

  We apologize the Landmine did not work out for your setup, and for the issues you had corresponding with our customer service.

   

  It looks like we could have done a much better job handling your inquiry, and we apologize for those issues.

   

  I do see now that we have sent a pre-paid return label and will provide a full refund for the product once it is returned.

   

  Please let us know if anything else is needed.

   

  Thanks,

• Initial Complaint

  08/19/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased the Rogue Individual Fitness Mat for $92.55 with shipping. It was sent damaged and I showed photos via email to the customer service team. When I asked for a return label, it took well over a week and multiple follow up emails from me to receive it. Finally, I was told to send the item back at my own expense directly to Dollamur (the manufacturer located in Texas which I did not purchase the item from) which cost me $61.94 for return shipping. The customer service person (****** *) now says that the company will only refund me the original cost of $92.55 and will not pay for the return shipping, despite the product arriving damaged which was not my fault. I sent a copy of my return tracking and proof of what I spent to ship the item back. I demand full refund of $154.49 but they will only give $92.55. I should not be reponsible for return shipping cost which costs almost as much as the entire item, when the item was sent damaged to me.

  Business response

  08/19/2021

  *****,

   

  We apologize for that poor experience.

   

  We looked into this issue and it looks like our customer service manager, Terry, was able to resolve this earlier today with a full refund plus a credit for any return shipping costs.

   

  Please let us know if you have any further concerns.

   

  Thanks,

  Customer response

  08/20/2021

  
  I accept the business's response to resolve this complaint. 
  
  Regards,
  
  ***** *********

*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. ↩