ComplaintsforFray Fitness, LLC

• Initial Complaint

  03/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  An order was placed by accident on March 2nd. I attempted to get a hold of them on the 2nd, 3rd to cancel the order. I left multiple voicemails to different numbers. I emailed them and filled out there contact us form on their website. I again called on Monday (March 4th) at 7:30am, 8:30am, 9:30am before getting ahold of someone. I was then told that only a supervisor could cancel an order and I would have to wait for one to call me. At 11:36am I finally received a call from Mac **** and was told he would try but was unsure if he cancel the order due to it being midday and already on the truck he was unsure if it could be canceled. I contacted my bank and was immediately contacted by **** that the order was canceled. I received a partial refund, it was $613.18 dollars short. I contacted supervisor ************ for clarification on the partial refund. His response was, We were only able to refund the product, not shipping and tax."This appears very abnormal. I have never had a company charge for me delivery and tax for an item that never shipped. On another note the item that never shipped. On another note the amount for tax and shipping didn't equal $613.18.

  Business response

  03/06/2024

  To whom it may concern, 

  "In response to ****************** complaint, we contacted ************** in a timely manner regarding his issue. ************** contacted our customer service team outside of our business hours. We are a small business and only open M-F, the customer did make a purchase and we were shipping out product as we normally do as quickly as possible, in this case by the time the warehouse (who start several hours before our CS Team) was requested to cancel this shipment the order had been packed and was enroute. We had to stop the order and return it. There are fees associated with this. It is clearly stated on our website cancellations may not be possible. The customer was given the choice to stop and return the shipment which was what they ultimately did. This falls under our return policy that states the customer is responsible for shipping.

  "At any time for any reason a purchaser cancels an order that has already been shipped out, the purchaser will forfeit the entire shipping cost paid by Fray Fitness to ship it. No exceptions."

  Per his dispute on the refund for of taxes, that has been resolved and has been discussed with ************** as well. All amounts to be refunded have been completed. 

  Thank you."

  Customer response

  03/06/2024

   
  Complaint: 21389341
  
  I am rejecting this response because:
  
  I called Saturday, Sunday, and first thing Monday to cancel the order. Each time I left voicemails and followed it with a email. I never received a response and had to continue to call. On Monday 9:57am I was finally able to make contact with a customer service rep. I immediately asked for the cancellation and was told that a supervisor would have to cancel. I requested to be transferred, but was told I would have to wait until he was available. This took another couple of hours and I was then told by Supervisor Mac **** that he would look into it and would need time. At 12:46pm I was notified that order could be cancelled but due to delay I would be charged for shipping. I believe I did everything possible to cancel the order in a timely and reasonable manner. 
  

  Fray Fitness delayed the return process either intentionally or by incompetence. Either way this led to the item being placed on a truck. This mistake has led them to refusing to refund me over $500 dollars for a shipping cost. From my understanding the item never shipped from ******* to ******. 
  
  Sincerely,
  
  ***************************

  Business response

  03/07/2024

  To whom it may concern, 

  We've thoroughly reviewed the circumstances surrounding the customer's request to cancel and understand the frustration caused by the delay in processing. While we have processed the refund according to our company policies, we understand that the situation has been inconvenient for the customer. In an effort to resolve the matter, we would like to offer an additional refund of $150.

  We hope this gesture demonstrates our commitment to bringing this issue to a satisfactory close.

   

  Customer response

  03/09/2024

   
  Complaint: 21389341
  
  I am rejecting this response because:
  

  Im appreciative that youre open to a monetary refund. But again, I notified Fray Fitness in a timely manner (12 minutes after the order) to cancel the order. It doesnt seem appropriate to be refunded $150 dollars when I was charged $566.45. 

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

• Initial Complaint

  01/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 01/08/2023 I purchased gym equipment from Fray Fitness in the amount of $5,318.04. After approximately 4 months, I had not received any equipment from the order. After speaking with the company, I was told some items were on back order. Shortly after, the order was partially shipped. I was told items were to be shipped separately as they come in stock. After 9 months, I still had not recieved all the equipement. After several months of email and phone call exchanges, the company still has not completed the order. The order number was *****. For the last few months, I have been told weekly the company is waiting for management to make a decision, however, no decision has been made or attempt to complete the order.

  Business response

  02/27/2024

  We have been in contact with the customer and this should be resolved shortly. 

• Initial Complaint

  10/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a 3 tier XL dumbbell rack on 06/09/2022 and it arrived damaged with several scratches and dents in the metal. The boxes the products were delivered in were very beat up. The dumbbell rack was very difficult to put together in the shape it arrived because of how bent and messed up the pieces were. I contacted Fray Fitness on 08/11/2022 and explained to them why I wanted to return the dumbbell rack and get a refund for it. Fray Fitness argued that the rack had to be shipped back with me paying for the shipping and they would not refund me the shipping I paid for it to be delivered which would have equaled over half what the rack was worth and they would refuse to give me a full refund.

  Business response

  10/28/2022

  HI,

  The customer admits to having the rack and putting it together.   He wants to return the rack as he is not happy with the quality of it.   Per our Return Policy, which I included below, the functionality of the rack is fine but customer is not satisfied.  That is not a quality defect and therefore the customer is responsible for paying the return shipping charges on this to send it back for a refund.   Once the customer was advised he had to pay for the shipping back to us, he then mentions that it was damaged.

  Customer also filed a chargeback with his bank and that has been replied to as well.

  Fray Fitness Return Policy:

  If you receive a defective product within the first 30 days, Fray Fitness will refund the original purchase price, as well as provide return shipping. Defective products must be reported within 30 days . Customers will be asked to provide photographs that provide a clear image of the quality issue in question. We reserve the right to first attempt to repair or replace any defective or damaged products instead of issuing refund. If we are unable to repair or replace, option 2 would be to issue the refund.

  Customer received order on 6/22/22 and requested return on 8/8/22

  Customer response

  11/02/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  04/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On January 25 2022 I purchased a functional trainer and a set of dumbells from Fray Fitness in the amount of $3,058.00. I constantly contact them throught from the beginning because according to their website the items were in stock. After 4 months of being told it would be there the following week it finally showed up missing several items. I'm missing several weight stacks along with one of the rubber stops. I have been asking to talk to a manager since the 4th of April with no reply. My order was *****. At this point I'm basically out of 3k dollars as they won't reply to my emails and they will not answer their phone. I honestly don't know how this company is still in business.

  Customer response

  04/22/2022

  See Attachment/File: Attachments

  Business response

  05/09/2022

  Customer received his order and did not report that he was missing items until after the allotted time to file a claim. Per our ******************* "As you open your shipment, if you find any concealed damaged, you have 3 business days from day of delivery to report to Fray Fitness."
  Customer received email from us on 4/4/22 stating order shipped.
  Customer received order on 4/6/22
  First time to report any items missing was 4/22/22
  Based on our terms and conditions he had 3 days which he went past.
  We advised customer we would pay for the missing item but he needed to pay the shipping cost.
  Replacement order created on 5/2/22, paid by customer and we shipped the replacements.
  At this time, the order is closed as shipped in full.
  
  The email notification of the shipment also has a ***************** statement on it.
  "IMPORTANT NOTICE: PLEASE CHECK ALL ORDERS FOR DELIVERY DAMAGE AND NOTATE ON DELIVERY SLIP BEFORE SIGNING. IF DAMAGES DO OCCUR, PLEASE CONTACT FRAY FITNESS WITHIN 24 HOURS OF RECEIPT OF ORDER TO REPORT DAMAGE, DISCREPANCIES, ETC. PLEASE SEE OUR FREIGHT TERMS AND CONDITIONS FOR DETAILS "
  
  If customer failed to read the information, we cannot be held responsible 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. ↩