Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
09/02/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On July 31, 2021, I placed an order for a T-3 Series Power Rack. On August 4th, I received the shipment; however, the shipment was missing a 91" upright (one of the legs to the rack). I contacted Titan on August 4th notifying them of the missing upright. They requested I send them a picture of the pieces, so they could verify the missing piece. I sent them a picture and a follow up on email on August 5th. On August 6th, I was notified that the missing upright has shipped. Since August 6th, I have still not received the missing upright. I've been told by Titan it has shipped and either the piece went missing or was damaged in transit. I have been notified that another upright has shipped and would be delivered on September 1st; however, it has not arrived. This is the third time Titan has claimed they have shipped the missing item. I want Titan to send the missing 91" upright for the T-3 Series Power Rack. It should be sent priority overnight, and not a 5 to 7 business day shipment.Business response
09/29/2021
Business Response /* (1000, 5, 2021/09/08) */ We sincerely apologize for any inconvenience this may have caused. I can confirm that the uprights that were missing were delivered Friday, September 7th. Please let me know if there is anything else we can help you with. Your satisfaction is our top priority!Initial Complaint
08/16/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I ordered a leverage squat machine from titan brands branch "titan fitness". Upon receiving my order and attempting to assemble I found that I was missing several miscellaneous items ranging from hardware to actual machine pieces. After almost a full month of contacting customer support I was told that the only resolution was to send my machine back for a full refund. The box that my machine was sent in had already been disposed of and I was told to go get my own box to send the equipment back in. I asked several times to have the remainder of my order sent to me and I didn't mind waiting until the parts were back in stock. I was told I cannot be guaranteed priority on my items and would have to continuously check in to see when they're available again. I am making this claim with the main hope of having my order filled. If that is absolutely impossible than at a minimum a refund for my product with a box provided by the company for me to ship it back in.Business response
09/16/2021
Business Response /* (1000, 5, 2021/08/31) */ We sincerely apologize for any inconvenience this has caused. I have been working with our Quality Control and Product Development teams for the last week and a half to see if we can locate those parts to send to you. Unfortunately, we are completely out of stock and were not able to locate them for replacing. However, we will be getting in replacements of the entire box that contains the hardware in Mid October and we would be happy to issue a replacement that will ship around that time if you would be willing to wait for that.
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Contact Information
Business hours
Today,8:00 AM - 5:00 PM
MMonday | 8:00 AM - 5:00 PM |
---|---|
TTuesday | 8:00 AM - 5:00 PM |
WWednesday | 8:00 AM - 5:00 PM |
ThThursday | 8:00 AM - 5:00 PM |
FFriday | 8:00 AM - 5:00 PM |
Want a quote from this business?
Get a QuoteCustomer Complaints Summary
68 total complaints in the last 3 years.
24 complaints closed in the last 12 months.