ComplaintsforTitan Fitness

• Initial Complaint

  07/01/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased a flat bench from TitanFitness in June 2024 and declined their "shipping insurance". When the package arrived, it appeared heavily damaged and coincidentally a washer had fallen out of the box when I placed it on the floor. The 50 lbs of powder coated, metal bits were loosely left inside with minimal packaging (light bubble wrap). I contacted their support, sharing photos of the packing and resulting damage. They responded saying that "We make sure items are packaged securely" and that "I see that you opted out of the shipping insurance that covers instances like this". Their statement is inaccurate and feels like a scam. If the contents were indeed packed securely then I could understand insurance being used to recoup losses resulting from a careless shipping carrier. However, the way this was packed would leave any carrier at risk for damaging the items and possibly other packages. TitanFitness should be held responsible for their bad shipping practices. Sadly, if I were to want to resell this "new" bench, I don't even think it would qualify as "like new" as it arrived scuffed. Shameful.

  Business response

  07/08/2024

  Hello,

  We sincerely apologize for the inconvenience caused by the damaged item you received. Your satisfaction is our top priority, and we deeply regret any inconvenience this may have caused.

  I see per previous communication that you were offered a partial refund and accepted that for the damage. Please allow up to 7-10 business days for this to apply back to your recent method of payment. 

  Additionally, we highly recommend purchasing route insurance for future orders. This will provide added protection and peace of mind during shipping.

  Customer response

  07/08/2024

   
  Complaint: 21927362
  
  I am rejecting this response because:

  I would not have purchased this product had I known the packaging was expected to be shoddy and that shipping insurance was essential to compensate for poor packing.  Does purchasing coverage mean I'm subject to additional back and forth with a 3rd party insurer instead?  From a consumer standpoint this is still silly.  *********** should be more up front about this upon purchase.

  This $200 flat bench is considered "expensive" relative to competitors.  As a customer, I don't expect to pay a premium and get something damaged upon arrival because there was insufficient effort in packaging.

  Additionally, I shouldn't speak on behalf of carriers, but there's no way carriers recommend folks to ship products this way.  It is absurd to have large, heavy, sharp, metal objects loosely bouncing around in a box, only to protrude in transit, and endanger the condition of other contents and other packages.

  I would never want to purchase anything from a company that treats their products this way (parts, literally, falling out of the box upon arrival).  It's a clear indication that they have quality problems and I wouldn't trust other decisions they make.

  Sincerely,
  
  ***************************

• Initial Complaint

  06/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a scratch and dent wall mounted cable pull system. The product arrived with a damaged box. Additionally, a piece was missing from the set. I contacted customer service and have not heard back in several days. I would like to exchange the item for new replacement with no scratches or dents. #*******

  Business response

  06/10/2024

  We sincerely apologize for any inconvenience caused by the missing part in your recent order. We understand how frustrating this can be, and we appreciate your patience.

  Unfortunately, we do not accept returns for scratch and dent items. However, we have good news! We have the missing part available and would be happy to send it out to you.

  Please reach out to our customer service team to confirm your shipping address and provide any additional details. 

• Initial Complaint

  05/15/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Hello,I am reaching out regarding my recent purchase of a squat rack on March 28, 2024, for which I paid $817.16 from Titan Fitness. Upon receiving the squat rack on April 2nd, I discovered significant quality issues with the black coating on the upright metal bars and spotter arms. These issues, which included chipping and damage, were evident upon opening the boxes the following day.Upon discovering these defects, I contacted Titan Fitness on April 3rd to address the matter. However, the proposed solutions offered by Titan were unreasonable. They presented two options: either accept a return with me bearing the cost of return shipping, which would amount to a substantial sum, along with a 20% restocking fee, or receive a mere $53.78 discount.I expressed my disappointment with these options, highlighting that the advertised condition of the product did not align with the received item's quality. I requested a discount ranging from $200 to $150 to offset the diminished value of the product, Titan Fitness refused to accommodate my request. I tried working through my card issuer but they stated they are unable to help.I purchased the squat rack under the assumption that it would be in brand-new condition, as advertised on their website. However, the received product clearly did not meet this standard, effectively equating to the purchase of a used item at the price of a new one.In light of Titan Fitness's failure to act in good faith and resolve this matter satisfactorily, I am seeking assistance to address this issue. I am happy to keep the product if Titan Fitness is willing to offer a more reasonable discount. Alternatively, I would appreciate Titan Fitness sending replacement parts for the defective components at their expense.I appreciate the help on this case,****

  Business response

  05/16/2024

  Hello, 

  Thank you for reaching out to Titan. We apologize for any inconvenience the customer may have experienced. After reviewing the issue, we have determined that the product is fully functional but has minor scratches likely incurred during shipping. We offered a 10% partial refund to account for this issue. It's worth noting that we provide shipping insurance, which the customer declined. As the scratches do not impact the item's functionality, the 10% partial refund is our final offer. If the customer choose to return the item, we can provide return labels, but please note that a restocking fee will apply.

  Customer response

  05/16/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.

  
  Sincerely,
  
  ***********************

  1755 *********************************** UT 84037

  
  

• Initial Complaint

  05/10/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Below is the communication I have with Titan Fitness thus far. Since 4/3 I have not been able to get an update regarding this issue.4/3 **** (email) **** asked for address to send a replacement. I emailed back the same day my address.4/22 ******* 0918 (phone)Someone will update me in the next ***** hours on claim. -no response 4/24@ 1816 (phone) Pending; under supervisor approval; should get update by tomorrow. -no response 4/26- no return call @1728 (phone)4/29 ******@1052 (phone)****** sent a direct message to **** who is the supervisor. Update will be provided in ***** hours. She confirmed my phone number and email address. -no response 5/1 Jonas@1113 (phone)warranty team only available by email for f/u as they do not make phone calls. Will be updated in 24 hours. Asked to have escalation team call me and he agreed to this. They did not call. -no response I have sent 7 emails asking for update/info: April 5, April 12, April 16, April 17, April 20, May 1 and May 3. No response each time.Description of plates: **************************************************************************************************************************************** Tolerance listed at +/- 3%Discrepancy of 11% (6 pounds too light)Of note, this was bought as a pair. One is defective and one is accurate (have pictures of each plate on a scale, per their request).I would like an update as it has been over one month now since they asked for my address to send a replacement. I have not received anything. This is poor customer service.

  Business response

  05/13/2024

  Hello,
  
  Thank you for contacting Titan. We have reviewed the order carefully, and unfortunately, the customer does not qualify for a replacement. The order was placed in 2022, and we offer a 1-year warranty only at this time. Therefore, the customer is outside of the warranty policy. However, we have contacted the customer to discuss the situation and find the best solution. The customer has agreed to the final resolution. Thank you. 

  Customer response

  05/13/2024

   
  Complaint: 21692832
  
  I am rejecting this response because:
  In the response through the BBB, the proposed resolution is not in writing. The attached document is the personal email I received today. If a coupon is sent to me to resolve the issue, this will cover the replacement of the defective item and satisfy my complaint. Please advise.

  
  Sincerely,
  
  ***************************

  Business response

  05/14/2024

  Hello, Thank you for our response. According to ZD email ticket# *******, this has already been handled by Titan's Warranty specialist. He reached out to the customer on 5/13/24 and offered a $100 coupon code as a resolution for the inconvenience. Customer accepted. 

  Customer response

  05/14/2024

   
  Complaint: 21692832
  
  I am rejecting this response because:
  No coupon has been issued. It has been offered, but it has not been issued. 
  
  Sincerely,
  
  ***************************

  Business response

  05/15/2024

  Hello, Thank you for your response. As of today, 5/15/24, our records indicate that a $100 discount code has been provided to the customer by our Warranty Specialist via Ticket #******* as a resolution. 

  Customer response

  05/18/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.

  
  Sincerely,
  
  ***************************

  ************ Pl

  ***********, FL 32608

  
  

• Initial Complaint

  04/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Had many past orders with Titan Fitness in the past, however this order had multiple manufacturer defects. It also had damage from shipping but I will not be seeking damages as they already told me that since I didnt buy insurance they are not responsible for the very poor packing of the items that ripped through the boxes and caused additional damages. Back to the manufacturer defects there are many spots where they had missed spray painting or the coat is uneven. Looks nothing like the pictures. It would have known the spray quality was so poor would have bought the non-chromed version. There was also what appears to be hair that was spray painted and embedded in the weights; that I sent pictures to Titan Fitness but again I was told that they would not honor their manufacture warrenty and I would have to cover the return shipping. The weights have a clear manufacturing warrenty that the company has refused to honor. **** will not honor a return, but there was clear manufacture defects, he likes to high ten that there return policy of course they follow strict guidelines that the return must be paid by me. However they dont follow there own manufacture Warrenty and keep sending me emails to purchase the protection plan. The item clearly says it has a manufacture defect warrenty already but wont honor.

  Business response

  04/15/2024

  Hello, thank you for contacting Titan. The customer's issue with receiving damaged boxes which resulted in mild damage was handled by our Product warranty and support specialist via Ticket #*******. The customer was advised that since he opted out of the *************** protection that we offer which covers damage by the carrier during shipping, we will not be able to waive our Return policy guidelines and any associated fees to return. As we have offered, we will honor a return request in accordance with our standard return policy and all the terms and fees will apply.

  Thank you

• Initial Complaint

  04/07/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I am quite dissatisfied with a product that I recently purchased from Titan. Previously the equipment that I had purchased from them had no issues. On March 13, 2024, I emailed customer service letting them know that the small plyo box I received was not sturdy and could lead to a serious injury if used. Titan offered to accept the return but with charging me a 20% restocking me. I do not agree with being charged a restocking fee due to Titan making a faulty and unsafe product. We have gone back and forth with several emails. On March 25, 2024 Titan offered me the option of keeping the product and giving me a 20% discount. I do not agree with keeping the product. The product is faulty and unsafe; as such I am requesting a full refund! On April 3, 2024 I sent another email asking the status of my issue and I have not received a response! At this point I think they are attempting to run out the 30 Day refund policy. I was well within the 30 days of purchase when I asked for a full refund. Again I should be entitled a full refund!

  Business response

  04/12/2024

  Hello, 

  Thank you for contacting Titan. On 4/10/2024, we sent an email to the customer offering a full refund for their purchase with a return. Upon further investigation, the customer's request for a refund has been approved. We will be sending return labels for the product via email. If the customer has any further questions, they can contact us at **************. Our friendly agents will be happy to assist. Thank you.
  
  
  

• Initial Complaint

  03/18/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Details:- Order was placed on 1/16/24.- Support ticket was submitted on 2/6/24.- The cables for the Lat Pulldown machine are not long enough. I have them run according to the manual and have tried multiple times. I sent them multiple pictures of the issues without any response to them. - I am no longer getting any responses from anyone at Titan via email or online chat.

  Business response

  03/19/2024

  Hello, Thank you for contacting Titan. This issue regarding SKU 400467 from order# *********** is currently being handled by our Product Support and Warranty Team via open ticket #*******.

  As of 2/8/24, the customer was advised that the warranty team will have to look into the issue with the cables being too short and is coordinating with our ******************* Team to review this case. The customer was also advised that this may take 30 - 45 days as we have to involve our engineers to ensure that we handle this concern appropriately to provide  the best possible resolution.  As of 2/28/24, the customer advised that he modified the ***** off of each cable (giving  about 2 extra inches) and now the product operates perfectly. However, this issue is still being reviewed. 

  
  

• Initial Complaint

  02/27/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Received product on 2/25/24. Downloaded instructions as directed. Despite following the instructions, after an hour and multiple attempts at trying to assemble the product, it became clear that the parts didnt fit together properly such that at least one of the 4 bolts that hold the product together couldnt be inserted because the holes didnt align.Brought this to the attention of Titan via their website at first asking for product support with the hope that there was a way to assemble the product that wasnt apparent from the instructions. After some exchanges of emails, Titan invited me to send the product back to be eligible for refund, if a refund is applicable. No mention or provision was made in the email regarding the cost to ship the item back, as such it seems that Titan is expecting me to bear that cost (and presumably the 20% restocking fee that is part of their return policy).This is clearly a defective product that Im having to return because it fails the warranty of merchantability as it is not in any way fit for its intended purpose. This is not a volitional return on my part merely because Ive decided that I dont want an otherwise useable product. As such, I shouldnt have to bear any costs or penalties associated with returning this product for a full refund.

  Business response

  02/28/2024

  Hello, 

  Thank you for contacting Titan. We apologize for any inconvenience caused to the customer. Our intention was to process the return of the order at no cost to the customer. We have re-sent the return and packaging labels to the customer in case they did not receive the first email. If the customer has any further questions, they can contact Titan for assistance and one of our friendly agents will be happy to help. Thank you.

  Customer response

  03/02/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution. I have now received another item that is able to be put together properly and am satisfied with this outcome.

  
  Sincerely,
  
  *****************

  , ** 02176

  
  

• Initial Complaint

  02/14/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I placed an order for an accesory to a gym rack on the companies website and then minutes later realized product wouldnt fit i immediately contacted them via email asking for order to be cancelled. The next day i received an email from customer service saying they cant cancel orders and that i could return item after it arrives at my own cost and with a 20% restocking fee. My issue is that any company operating today has the ability to cancel an order immediately after its been placed. This company id doing this so they are guaranteed 20% of purchase price even if order is placed in error

  Business response

  03/01/2024

  Hello ******,

   

  We sincerely apologize for any inconvenience caused by the delay in resolving your recent order issue. Your feedback is invaluable to us, and we appreciate your patience during this process.
  

  I am pleased to inform you that your item is currently being rerouted back to us. Once it is received, our team will promptly process a full refund within 7-10 business days. You will also receive a separate refund for the Route protection as well. 

  
  We understand how important timely resolution is, and we are committed to ensuring that you have a positive experience with our company. If you have any further questions or concerns, please do not hesitate to reach out to our customer service team.

• Initial Complaint

  01/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a T2 Y series dip attachment from Titan. Reading the reviews on their own website, it was noted that the attachment fits a 2x2 rack with 1" holes. Reviews stated it worked with third party rack systems. The attachment doesn't fit. When I spoke with customer service, they do not acknowledge that they are responsible for what they include on their website. There are 2 separate reviews from >1 year ago that stated compatibility (which it is not compatible). This is false promotion and Titan wants me to pay return shipping and 20% restocking fee. I spoke with customer service and they claim the review was honest, but **************** is not owning that it's NOT honest/accurate information and misleading to not have clarified anything that they are using for advertising on their own website. It's not a review on a third party site, it was on their own website. False marketing tactics. They should be ashamed of their customer service. and marketing tactics.

  Business response

  01/15/2024

  Hello, 
  Thank you for contacting Titan. Unfortunately, the customer's order does not meet the return policy requirements. The customer mentioned that they relied on the reviews of other customers to make the purchase. Please note that the reviews are the customers' honest opinions and do not represent Titan's recommendations. To avoid any fees due to buyer's error, customers must follow Titan's product overview and details when making a purchase.
  
  However, the customer can still return the item within 30 days, but a 20% restocking fee will be charged, and the customer will have to arrange for a carrier to return the item. If the customer has any questions, they can always contact Titan, and our friendly agents will be happy to assist.
  
  Thank you for your understanding.
  

*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. ↩