ComplaintsforTitan Fitness

• 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.
  

• Initial Complaint

  01/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On December 21, 2023, I ordered a 60" barbell from Titan Fitness, and I received the item fairly quickly on December 23, 2023. As I was removing the item from the packaging, I felt an significant ***** or **** on the shaft of the barbell near its center. I further noticed that one of the sleeves on the barbell sounded loose. Within minutes, I contacted Titan Fitness informing them of the problem and including a photograph of the damage on the shaft. I did not propose a resolution at the time because it seemed obvious that the barbell had arrived damaged from the factory, as the packaging showed no obvious signs of damage. One would reasonably expect that Titan Fitness would have offered to replace the barbell under the circumstances.After communicating further with Titan Fitness, I discovered that the sleeve was not damaged; instead, the snap ring which held the endcap in place was not fully seated, so I was able to fix that issue on my own. However, that still did not resolve the issue of the obvious ***** on the center of the shaft which is uncomfortable to the touch.Strangely, Titan Fitness emailed me asking for my proposed resolution rather than offering a replacement. I indicated I would like the barbell replaced due to the clear damage and the discomfort it would impose on a user. ********************** responded by stating that the damage was minor and it would offer no resolution. After this terse denial, I responded that I disagreed that the damage was minor, and further stated that I did not contract for a damaged barbell. Since this response several days ago, Titan Fitness has not communicated any further with **** am incredibly disappointed in the company's poor customer service and its intention to dispose of a damaged barbell on me when I ordered a new, undamaged barbell. Appended are photos showing the ***** in the barbell. If BBB mediation is unsatisfactory, I will do a chargeback of the payment and allow Titan to arrange for pickup of the barbell.

  Business response

  01/11/2024

  Hello ****,

   

  I hope this email finds you well. I am terribly sorry to hear this item arrived damaged. We will be happy to offer a 10% partial refund, or you may reach out to our customer service department and request a return. 

  Customer response

  01/11/2024

   
  Complaint: 21118149
  
  I am rejecting this response because: This response is completely unacceptable, and it has already been offered by the business. $9 off a barbell that has a glaring flaw and could potentially cause an injury is unreasonable. I did not order a barbell with a major ***** on a portion that will come into contact with my body or the bodies of other persons using my gym space.

  Since the employees at Titan Fitness are seemingly unable or unwilling to contemplate how this piece of equipment may be used, I will provide a hypothetical explaining my concerns: Let's say a person, whether a child or adult, uses this damaged barbell to perform barbell back squats. Let's further assume that the individual has anywere from 135 pounds to 315 pounds in total weight affixed to the barbell while it is in position on his or her upper back, neck, or trapezius, depending on the manner the person chooses to perform the squat. Neither of these propositions are unreasonable, and both are completely in line with the expectations of a reasonable consumer or business in the ****et to purchase or sell a barbell, respectively. If the weight was to shift on the body, even slightly, through failure of the performance of repetition, a stutter step or bump during walkout, placing the barbell back into the rack (which generally is not a soft landing at those weights), or any other multitude of reasons, does Titan Fitness genuinely believe that a ***** in the barbell with distinct, rigid edges would not cause discomfort or potential skin injuries to the person using the barbell?

  I understand the machining process, and I am well aware machining ****s or imperfections that are inherent in the process of the manufacturing steel on a lathe or CNC. This defect is not a machining **** or imperfection such as that. This is the absence of a significant portion of metal that runs the risk of causing injury or otherwise making use of the barbell unpleasant. I have received many barbells over the years from a variety of companies with machining ****s without issue and had no reason to request a replacement or refund. The defect on this barbell is not one of those inherent to the nature of machining equipment. This is better characterized as damage or a significant machinist error.

  When warranting a product as fit for use for a particular purpose, a company should ensure the product received by the other party to the bargain receives that which was advertised. A reasonable consumer has every right to expect that the barbell comports to the standards for the particular purpose for which it is advertised and, generally, no more. This product is not fit for the particular purpose for which it was sold, and, if properly inspected by Titan Fitness prior to shipping to me, would have reasonably been determined not to be merchantible in its present state. This raises another, perhaps rhetorical, question--if this barbell is returned to Titan Fitness in its original packinging and in its unused state, does Titan Fitness plan to sell this barbell to another unwary consumer without a warning of the defect or to re****et it as a first-quality chattel? I would certainly hope that is not the case, but this entire episode has left me uncertain about the manner in which Titan Fitness conducts its business.

  In short, Titan Fitness' proposed resolution has not moved the discussion forward, especially considering that I previously rejected the very offer it is presenting now. I have yet to receive that which I purchased, i.e., a functionable barbell that poses no risks of discomfort or injury through its use, and I absolutely will not accept a solution that does not include in its terms: (1) replacement of the barbell I received with a model consistent with that advertised on Titan Fitness' website or (2) the approval of a return entirely at Titan Fitness' expense. The company is welcome to send a ***** or *** driver (or other reputable shipping company) to my residence to pick up the item in its original packaging and in an unused state. However, this latter solution will only be acceptable after Titan Fitness has refunded the money, in its entirety, that I sent them with this purchase. I am not spending any more of my time or money remedying this problem created entirely by Titan Fitness' intransigence, which includes driving the barbell to a shipping store even for a full refund.

  To be clear, I do not fault Titan Fitness for shipping a damaged barbell as any company acting in good faith can occasionally send defective products; instead, I fault Titan Fitness for refusing to even acknowledge the damage to the barbell shown in the pictures I have included and so desperately attempting to hold onto the money that I sent them with the intention of purchasing a first-quality (note, this does not mean "perfect") barbell.

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

  Business response

  01/12/2024

  Hello, 

  Thank you for contacting Titan. The customer has rejected our offer. The final offer is a 10% partial refund or to return the item. If the customer decides to return the item, ********************** will pay for the item to be returned by emailing shipping and packaging labels. A 20% restocking fee will apply since the damages are minor and does not affect the functionality of the item. Thank you. 

  Customer response

  01/12/2024

   
  Complaint: 21118149
  
  I am rejecting this response because: Titan Fitness' unwillingness to meaningful engage and conclusorily state that the barbell is fully functional demonstrates that this mediation has been ineffective. I appreciate BBB's efforts in trying to have this business engage, but it's sentence-length responses demonstrates that this attempt at mediation will have no further value.

  I will initiate a chargeback in relation to the damaged property that I was sent by Titan Fitness and it intends to dispose of through me.

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

  Business response

  01/18/2024

  Hello, 
  Thank you for contacting Titan. The customer has rejected our offer. The final offer is a 10% partial refund or to return the item. If the customer decides to return the item, ********************** will pay for the item to be returned by emailing shipping and packaging labels. A 20% restocking fee will apply since the damages are minor and does not affect the functionality of the item. Thank you. 

  Customer response

  01/18/2024

   
  Complaint: 21118149
  
  I am rejecting this response because: I have already rejected this counteroffer. I do not understand the reasoning behind Titan Fitness sending me an identically-worded counteroffer that I previously rejected only a few days ago. I would like to believe it was a mistake on the part of Titan Fitness.

  I have submitted a chargeback to my credit-card company indicating that I did not receive the goods for which I paid. Rather, as I informed my credit-card company, I received a damaged version of the item, which has a noticeable defect which will affect the ********************************** no person in my gym will be using that barbell for squats, deadlifts, or any exercise requiring interaction with the center of the barbell's shaft to avoid a potential injury. If the credit-card company rejects my chargeback, the barbell will likely be going to the scrapyard. I will look to a competitor to provide an alternative product and the support that has not been provided by Titan Fitness.

  I have probably spent around $1,000 on various Titan Fitness equipment in the past few years between purchases from their website and purchases on Amazon. I have left positive reviews for many of those other items as I had no issues. Yet, despite this, Titan Fitness is abandoning this relationship after sending an obviously damaged barbell and demanding I incur a penalty of 20% of the cost of the barbell for its mistake prior to sending me an undamaged barbell. This is the first time I have left negative feedback for its website (which noticeably has not been posted online despite more recent, positive reviews appearing for this barbell from other consumers). I cannot fathom the reason Titan Fitness would abandon such a relationship over $18, but it is free to do so.

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

• Initial Complaint

  01/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a seated stationary bench from Titan in November 2023. After receiving the bench, we realized that the weight capacity, including user, was only 330 lbs. In the ********************** industry, that's a very light-duty bench. A competitor, Valor Fitness, sells a bench for the same price that has a 750 lb. capacity. Titan's website says that it's equipment is strong, made from high quality materials, and will withstand your most intense workouts. With regard to the equipment we purchased, all of those statements are blatantly misleading. Titan would accept a return, but only if we paid for the return shipping and a 20% restock fee. The combination of those 2 items would be more than 50% of our purchase price. The bench is in a sealed box, exactly as we received it. I contacted Titan on several occasions via phone and e-mail, and they aren't budging from their corporate policy. I was hoping that they would show some level of understanding and bear the cost of shipping and restock to retain a customer.

  Business response

  01/04/2024

  Hello, 

  Thank you for contacting Titan. It seems that the customer is unhappy with the weight capacity of a product they purchased. However, the weight capacity is clearly listed in the product description, which the customer should have reviewed before purchasing.
  
  The customer purchased the item on November 22nd, 2023, and contacted us on December 26th, 2023, which was outside of our return policy. Despite this, we have decided to make an exception and accept the return. However, the customer must follow our return policy and start the return process by January 10th, 2023. If they have not given the item to the carrier by this date, we will not accept the return or issue a refund.
  
  I have attached the product description and Titan's return policy, which the customer must follow to receive a refund minus the 20% restocking fee. Please let us know if you have any further questions. 

• Initial Complaint

  12/27/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  The item showed up damaged and they will not replace it. They want to give me $25 to keep it or I can pay to return it and get my refund. I dont want to refund I want one thats not damaged.

  Business response

  12/28/2023

  Hello, thank you for contacting Titan.  Our records indicate that issue was handled by our Product Support Team. The customer received the item with minor cosmetic damage caused by the carrier as indicated by the provided photos. As a courtesy to the customer, we offered the customer a 10% partial refund which is the most we can offer as compensation for this. Customer declined.

  Customer response

  12/28/2023

   
  Complaint: 21061202
  
  I am rejecting this response because:would you be ok with the damage done I spent $1500 it doesnt look good with the deep scratches in it where it was drug across the concrete and you think a ***** refund is ok
  
  Sincerely,
  
  *************************

  Business response

  12/29/2023

  Hello *****,

  I am sorry to hear your item arrived with some damage. I see that our product support team has offered a partial refund for the damage. Unfortunately, we will not be approving a full replacement. Please let our team know if you would like to receive a partial refund and we will be happy to assist you. 

   

  Customer response

  12/29/2023

   
  Complaint: 21061202
  
  I am rejecting this response because: $24.99 is just a insult for what it cost me and now Im stuck with a damaged product 
  
  Sincerely,
  
  *************************

  Business response

  01/26/2024

  Hello,

   

  I hope all is well. I am terribly sorry for to hear your item arrived damaged. I understand that a 10% partial refund was offered to keep the item as is. I would like to offer a 20% partial refund for the damaged item and inconvenience. 

  Please let us know if 20% will work for you. Thank you for your time. 

  Customer response

  01/26/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution. Im not at all happy with it they should stand behind their products and replace it but I guess they will do everything to not be a good business I will never buy anything from this company again.

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

  13910 2nd St

  *****, ** 61554

  
  

• Initial Complaint

  12/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I chose to order my equipment through Titan ONLY after I was offered a 10% discount on the order. I was hesitant because I always buy from Rogue, but figured it's worth a shot. I was prompted to put in my email and cell # in order to received the discount ( I received the confirmation text right away). I did. I was never given a discount code at check out and the adjustment wasn't made when I purchased. I did take a snapshot of the order on my phone as a "just in case". After contacting them promptly to discuss the issue, there was about a week before receiving a response. From there I sent the snapshot, but was told this wasn't enough information. The bottom line is that they can easily check to see how my information was given, why, and when, but nobody is interested in doing this. I own a mortgage company and have never made a consumer complaint. It's not about the money. This is deceptive advertising and it seems like there are other similar issues floating around out there.

  Business response

  12/26/2023

  Hello, Thank you for contacting Titan. Our records indicate that the customer reached out to us regarding applying the 10% discount code he received on 12/8/23 to order# ***********. This was approved to apply to the non-sale, regular priced items on his order as promotions can not be applied to sale items as indicated in the Price Adjustment Policy on our website. On 12/13/23, A partial refund was processed in the amount of $85.86 to credit back to the customer's original payment method and the customer was also informed via email.

   

• Initial Complaint

  11/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On September 1st 2023, I placed an order ************) with Titan Fitness using **************** I have completed payment on all but one of the pieces of equipment that I ordered. That piece of equipment, the Plate Loaded Linear Hack Squat Machine, which I paid approximately $700 for is defective. It was made with cheap materials and poor construction. I filed the first warranty claim for a defective part in mid September. That part was replaced with another defective part. I took the original part, which was a substantial piece of steel to the scrap yard and got $2 for it, which indicates the quality of the material. have filed another warranty claim with Titan Fitness for the same part as well as an additional defective part, in mid October. Since then, I have repeatedly tried to contact them this email and phone. They use a **********- based call center for customer service, and they keep telling me that my warranty claim has been expedited to a supervisor, yet I have not heard from anyone from the company for several weeks. Between the cheap materials and incompetent construction, the machine is impossible to assemble. I feel that even if they were to send me a completely new machine, it would be dangerous to use if I were able to assemble it. I am a disabled Veteran living with chronic pain and purchased this machine based on advice from my VA physical therapist and a family member who is a certified fitness trainer. I have stopped payment on the loan I used with *************** and notified them why. I have asked the company for a complete refund due to the quality control issues, but as I have stated, Ive heard nothing from them in nearly three weeks.

  Business response

  11/27/2023

  A full refund was issued for the linear hack squat machine for customer ***************************** in regards to this quality concern.
  

  Customer response

  11/27/2023

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

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

  2309 **************

  **********, ** 28401

  
  

• Initial Complaint

  10/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a lying leg curl machine about three weeks ago , I received my package at first and all the hardware was missing , I called to have it shipped and then it came in a then the tubes were missing , I had to call again to have them shipped and I get my shipment which it was delayed and all they sent me was bubble wrap with no tubes , this is ridiculous absolutely someone in that wear house is not doing there job correctly.

  Business response

  10/31/2023

  Hello, 

   

  We are terribly sorry for the experience you have had with this order and for the inconvenience it has been. I am showing on 10/3 that we issued another replacement for the tubes, and they were delivered on 10/6.

  I hope all is well. If you have any further questions or concerns, please don't hesitate to reach back out to us. 

• Initial Complaint

  10/02/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a weightlifting belt size XL. I used their sizing guide published on their website to select the correct size. When the belt arrived, it was way too big. I contacted the company and requested an exchange for a smaller size (size L). I was told they dont do exchanges and that I would have to return the incorrect belt at my expense AND pay a 20% restocking fee. This would represent about 50% of the purchase price between return shipping and the restocking fee.I complained and was connected with their customer service team and after sending photos of the belt, my measurements and screen shots of their size guide from their website, I was told they wouldnt do anything for me. I was told I would need to return the current belt and purchase a new one in a different size. Additionally, I had previously purchased another belt from them, sized L, and it barely fits (on the largest hole and its very tight), so with this belt, I went to the larger size I also provided photos of this belt as well.

  Business response

  10/04/2023

  Hello, Thank you for contacting Titan Fitness. Our records indicate that this issue was handled by our Product Support Specialist. Customer requested to return the weight belt due to it not fitting. Customer purchased the XL size as their size is 36", which according to our website, should ******" - 41". Customer states it is too loose and provided photos showing the correct length for XL based on our website. Customer wants to return the item but does not agree that he should pay return costs and restocking fee which is indicated in our Return Policy on our website. However, since there is not an issue with the item, the customer is responsible for these costs if he chooses to return. 

• Initial Complaint

  09/27/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 09/03/2023, I purchased workout equipment in the amount of $1308.43. Of that, one item I purchased Loop Resistance Band Multipack for $59.99 plus tax is the item I am disputing and want a resolution to. When received, these bands were NOT what was in the item description, as the item description stated these bands could be used for pull-up assistance. Upon arrival, these bands are only about 12in in length and provide no assistance with pull-**** I reached out to the company on 09/15/2023 after I had a chance to open and setup all of the equipment received. I contacted the company four times over the course of 10 days (long waits before getting responses from company) and was essentially told I would not be able to return product as I didnt have the original box item was shipped inmind you my order came via Freight on a pallet with multiple boxes. To further add insult to injury, they stated that even if I had the original box, Id have to pay return shipping AND pay a 20% restocking fee despite the fact that my order was based on false advertisement. I do have the order information which is #***********, and I have all documentation that came with bands including a warranty card.

  Business response

  10/03/2023

  The purple and green bands are intended for use light pull-up assistance. These have been tested to work this way and were not advertised falsely. In order to return them, the customer will have to pay the return shipping and the restocking fee. We are willing to allow the customer to return in whatever packaging they would like to use, though. 

  Customer response

  10/03/2023

   
  Complaint: 20665510
  
  I am rejecting this response because:

  the Bands are only 12 inches long  there is no way to use these for pull-up support.  They were falsely advertised and the business should refund the amount due to this error.
  see attached photo for size comparison to my hand.
  
  Sincerely,
  
  *********************
  

  Business response

  10/09/2023

  Upon further review, I agree the bands that were received don't have the proper length necessary for any recommended pull up bar exercises. A full refund will be provided, and credit back to the original payment method within 5 - 8 business days. I do apologize for this initial confusion, and delay of a prompt resolution. I appreciate your patience throughout this process.

  Customer response

  10/09/2023

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

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

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

  ***********, ** 87111

  
  

• Initial Complaint

  09/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a barbell from titan fitness. The coating on the sleeve are already chipping less than a year. Apparently this is normal wear and tear and warranty claim was denied.

  Business response

  10/13/2023

  Hello,

  I hope this message finds you well. Thank you for reaching out to us regarding the chipping of the coating on the sleeve of your barbell. I understand your concerns and frustrations regarding this issue. Our product support team has thoroughly reviewed your case and determined that the chipping on the coating is consistent with normal wear and tear, which falls outside the scope of our warranty policy. 

  Once again, I apologize for any inconvenience this may have caused. 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. ↩