ComplaintsforTreadmill Doctor

• Initial Complaint

  05/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is in regards to order ******. I have been trying to return the item for quite some time and even reached out to initiate a return, yet no response was ever received. I input the order number on the website and was prompted that I'd receive an email but none were ever received to date. I also paid for expedited shipping, but it came well after the 2 day timeframe.

  Business response

  06/17/2024

  Hello and I apologize for the delay.

  We only just received the complaint letter last week and were researching the issue.

  This customer never reached out to us but initiated a PayPal case against us on 5/1/24 saying her item was not as described.
  
  We won the PayPal case as the customer was not exactly truthful when PayPal did their investigation as we keep all copies of conversations from all of our platforms and there is no communication from her.

  Also, she was well within our allowed return order period for refund.  
  
  I am attaching the proof of our win in the PayPal case as if she had contacted us on 5/1/24 instead of PayPal we would have gladly taken back her item and refunded. 

  Please email me at ******************************************* if I can provide any other information on this complaint. 

  Thank you very much for any help you can provide as we work hard to serve our customers to the best of our ability.

  Sincerely,

  *********

   

  Customer response

  06/17/2024

   
  Complaint: 21754915
  
  I am rejecting this response because: I was never untruthful in my complaint with PayPal, but it appears the business is as I have still NEVER been contacted. I explained in my complaint that I paid for expedited shipping, but did not receive it within the 2 day timeframe as well as the information that the NordicTrac technician relayed to me. I am including a screenshot which shows a search through my email for ***************************. Now that I have a contact for the business, then I will request a return authorization which I've requested numerous times through their website with zero response (screenshots included). I would simply appreciate this being resolved by returning the product as I've tried to do and receiving a refund as the business stated they would facilitate in their response. 
  
  Sincerely,
  
  ***************************

  Business response

  06/19/2024

  Hello :)

  The customer reached out on 06/18/2024 asking for a return authorization. RMA 9675 was provided to her through an automated email from our ordering system for her return to **. She is required to ship this order back to us and we will refund with our 20% return fee even though the return is outside of our 30-day return time period we provide to all of our customers.

  I can provide a transaction number once the return has been processed and refunded.

  Thank you for your time,

  ********************************;

  Business response

  06/21/2024

  Hi,

  I attached the *** slip again which was sent to ****** when she asked for a return authorization. I have also attached a word document containing the conversation between us since the return request was made.

  Her return has been authorized so I am not sure why she has said what she said in this complaint. I have been trying to work with her and if you need any explanation about the communication between us please let me know. All she has to do is ship the item back to us for a refund. 

  Thank you and please let me know if I can provide any more information to help in this complaint. 

  Sincerely, 

  *********

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

  Business response

  06/21/2024

  Hi,

  
  I attached the *** slip again which was sent to ****** when she asked for a return authorization. I have also attached a word document containing the conversation between us since the return request was made.
  

  Her return has been authorized so I am not sure why she has said what she said in this complaint. I have been trying to work with her and if you need any explanation about the communication between us please let me know.

  All she has to do is ship the item back to us for a refund. 

  Thank you and please let me know if I can provide any more information to help in this complaint. 
  

  Sincerely, 
  *********
  

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

• Initial Complaint

  07/31/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I used their website to determine the correct part needed, and ordered that part on 6/20/23 based on their recommendation. They sent me a part that was completely incompatible with the model stated on the website, which we realized when we attempted to install it. We shipped it back at our own expense and Treadmill doctor has refused the return due to "dirt", and stated we are welcome to keep the incorrect part if we pay for shipping once more. We are requesting the correct part, or a full refund for the incorrect part they stated we were receiving to begin with.

  Business response

  08/10/2023

  Our communication to the customer clearly states to return the item in a new and unused condition.

  The pictures here show the condition of the return.

  We do not refund dirty and used items as we do not sell used and dirty items.

  Please let me know if there is anything else you need from us to refute this claim. 

  Thank you for your assistance.

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