Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:04/15/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Titan Order ********** and Item# RA400868 was refused 1/15/25 ***** tracking#************. Titan received the order back in January 2025. I also financed it with *************** through Titan Loan#YKR2K653ZY. I have emailed/called Titan and Bread to have this charged removed for 4 months. I have been lied to and told this will be cleared for 4 months! I am still calling/emailing today and now I get no response from Titan on my email/calls. I have spoken to *****, they call/text me daily for payment, and they sent me to collections for nonpayment. ***** knows Titan has merchandise back but need Titan to inform them and cancel the loan. This loan is now on my credit report for nonpayment so that needs to be cleared up too. Its not right to ruin my superb credit and charge me for merchandise I never had and Titan has now for 4 months. I am including a copy of 1 of my many emails to Titan/Bread. Please clear this up for me, this has been a full time job contacting Titan and Bread for 4 months aed now I get no response.

  Business Response

  Date: 04/22/2025

  Hello, 

  Thank you for contacting Titan. I want to offer an sincere apologize for the delay in this refund. I have reached out to our warehouse to make them aware of this. They took care of the refund on 4/17/2025. Once again I am truly sorry for the delay. The customer should be able to see the refund this week. 

• Initial Complaint

  Date:04/02/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is a retail fitness equipment company. I ordered a product (SKU: ******) from this company and when it arrived found that it did not match the description on the website. The website had clear guidelines regarding what this equipment would be compatible for. I followed these guidelines in detail. They were incorrect.I attempted a return. They provided no support for the return process. They said that if I shipped the product back to their address, they would offer a refund minus the 20% stocking fee and not including shipping. The shipping alone is 60% of the product cost. I escalated the support ticket to leadership to have the stocking fee removed, this was denied. Other customers should be aware that they aren't following the guidelines for their products on their website, and the return process feels like a customer scam

  Business Response

  Date: 04/03/2025

  Hello,

  I hope this message finds you well. I wanted to follow up regarding your recent inquiry about the return of your purchase.
  Our website clearly states what items this product is compatible with. As per our return policy, return fees apply in such cases. We apologize for any inconvenience this may have caused.
  Thank you for your understanding. If you have any further questions or need assistance, please feel free to reach out.

  Customer Answer

  Date: 04/10/2025

   
  Complaint: 23149607
  
  I am rejecting this response because: This is incorrect. I have attached screenshots of the product I purchased, SKU: ******, that I am attempting to return.  

  The package description on the website says: "The Multi-Grip Pull Up Bar is compatible with the T-2, T-3, or X-3 ************ Racks. The bar features eight 32mm grip options for traditional, narrow, angled, and neutral grip pull-ups. With an inside length of 42", it spans your entire Power Rack and adds depth to your full-body workouts. The pull-up bar has the option to be mounted to a 6.5-inch drop or increase. Change which grips you use to affect the difficulty and isolate the muscle groups you need for pull-**** muscle-**** and many more. NOTE: If you purchased the T-2 ************ Rack before October 2020 or the T-3 ************ Rack before September 2022, this Multi-Grip Pull-Up Bar will not be compatible." Source: *****************************************************************************************************

  I ordered the T-3 ************ Rack (SKU: 401226) on 12/17/2022. I have attached the receipt for this order. Source for SKU: *******************************************************************************************

  Based on the website description, the Pull Up Bar should be compatible with the T-3 ************ Rack since it was purchased after September 2022. When I called customer service, they acknowledged they are not compatible, but then charged me a 20% restocking fee and the cost of returning the product ($70). This feels unfair based on their website description and misleading for customers. 

  ADDITIONALLY, I returned the product on April 3rd. I provided them with a tracking number. They have not provided any return of funds, and not continued any correspondance. AKA they have not refunded the cost of the product, even though i was forced to pay $70 for return shipping. Again misleading for customers and would expect more from a ******************** company 

   

   

   

   

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

  Business Response

  Date: 04/14/2025

  Hello, 

  Thank you for contacting Titan. I want to clarify that the customer purchased a ** Series Folding Rack rather than the ** ************ Rack. The item they inquired about is specifically compatible with the ** ************ Rack, which is why it is not suitable for their folding rack. The multi-grip bar was not designed with the folding rack in mind, as it would hinder the primary folding function of those racks. Instead, the folding racks come equipped with unique pull-up bars that are intended for quick installation and removal to support the folding mechanism.

  We sincerely informed the customer that the refund process could take between 7 to 10 business days. Their return was received on 4/3, and we are pleased to share that their refund was processed by 4/11, well within 6 business days. We appreciate their patience during this time and strive to ensure a smooth experience.

  Customer Answer

  Date: 04/14/2025

   
  Complaint: 23149607
  
  I am rejecting this response because: As articulated before and via the product description on the website, it does not specify the T-3 Series Folding rack is not compatible. It does not specify the T-3 Series must be Power not Folding. This is misleading to consumers
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 04/15/2025

  Hello, 

  The website indicates that this item is compatible with the ** ************ Rack but does not mention compatibility with the ** ******************** Rack. Furthermore, the images provided depict this item being utilized on a standard power rack rather than a folding variant. This decision is final, and we acknowledge that it may be disappointing to purchase an item deemed incompatible. Please note that we will not be waiving the fee, as the description and images presented were explicit in their indications.

  Customer Answer

  Date: 04/15/2025

   
  Complaint: 23149607
  
  I am rejecting this response because: my original complaint remains, this is misleading to customers 
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:02/17/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  10 February, 2025, for the purchase of a leg press attachment.

  Business Response

  Date: 02/18/2025

  Thank you for bringing your concerns to our attention.
  

  Unfortunately, we do not have the necessary specifications to compare our products with the customer's specific rack. We can only guarantee compatibility within the Titan product line.
  

  We have sent our return policy should the customer wish to return the product. Please let us know if there is anything else we can assist with.
  

  Thank you for your understanding. 

• Initial Complaint

  Date:02/10/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered an exercise machine from Titan online. Their site says nothing about limited delivery. The very next day I got a call from their shipper, stating that they'd only deliver to the end of my driveway. I told them that was not physically possible as my driveway is long and narrow, and that by doing so they'd either block access to my house or have to leave it on the road. They said the was all they can do. So I called Titan, who said some of their shippers deliver to the house and others do not. They refused to cancel the order and charged me a 20% restocking fee. I wrote several emails to them and only got back stock denials. ******** customer service

  Business Response

  Date: 02/12/2025

  Hello, 

  Thank you for reaching out to Titan. We appreciate your patience as we carefully reviewed the customer's complaint and investigated the issue. Unfortunately, we must maintain our decision regarding the 20% restocking fee. The item was shipped via freight due to its size, and it's important to note that freight deliveries are typically curbside. This means that carrier trucks often don't go down residential driveways to prevent any potential damage. Additionally, some carriers may charge extra for doorstep deliveries. We truly empathize with the customer, but we must adhere to our policy, and their order does not qualify for a waiver of the restocking fee. Also curb side delivery was explained to the customer when they called on 1/28/2025 about this. Thank you for your understanding
  

• Initial Complaint

  Date:02/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 12/29/24 I ordered the Plate-Loaded Functional Trainer for $888.51 - Order #**********.On 1/5/25 The package was delivered. On 1/8/25 - I emailed Titan Fitness stating that I was missing parts; parts number ********, and 19. I was told that I should receive another box. I explained that I received both boxes. On 1/09/25 I emailed Titan Fitness stating that I was missing parts.On 1/10/25 I explained that I was missing parts, rendering the trainer unusable. The missing parts were not in stock. They had no explanation when I asked why they would knowingly ship an incomplete product. This level of incompetence is beyond unacceptable. I was issued order #SO0000123290 for replacement parts.On 1/17/25 I received the missing replacement part for number 19.On 01/19/25 Received the missing replacement part I spoke with a representative. I should receive the missing replacement parts 13 and 14. On 1/21/25 - I explained that parts 13 and 14 were not complete. I was told to wait another day. On 1/22/25 I called to cancel the order and request a full refund. I was told that I would receive a packing and shipping label. I didnt receive a shipping label. I responded via the same email, ******************************** requesting a shipping label. I never received a response. On 1/23/25 - I stated that I never received the return shipping label. I was told it would take ***** hours to receive. On 1/27/25 A representative claimed my issue was still under investigation and that I should receive the return shipping label soon. I was assured they would reach out with the return label and refund.On 2/03/25 I spoke with a representative and was told she needed to talk with a supervisor regarding the shipping label situation. After waiting on hold for 45 minutes, I was hung up. I called back and was on hold for 25 min. I was told that the call had escalated again and that I would receive a callback.

  Business Response

  Date: 02/05/2025

  Hello, Thank you for contacting us. As of 2/4/25, our records indicate that a return request has already been approved for the customer to return his items for refund. Thank you.

• Initial Complaint

  Date:01/24/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order for a 12 KG - 32 KG Adjustable Competition Style Kettlebell from Titan Fitness on January 8, 2025. The total cost was $169.99, including taxes. The package was scheduled for delivery on January 9, 2025. However, as of January 24, 2025, the package has not been delivered.The ***** Updates -January 14, 2025: Marked "Out for delivery" from Sauget, ***-January *****, 2025: Multiple "Delivery updated" entries, citing local delays, with no actual delivery attempt.-January 22, 2025: A shipment exception was logged due to an "unreadable barcode," further delaying delivery.-January 24, 2025 (latest update): The package is still "At local ***** facility" with no indication of progress.I have contacted Titan Fitness multiple times to request a refund due to non-delivery, but the company has refused, citing that the package is still "in transit" and not considered lost. Despite numerous attempts to resolve this, Titan Fitness has been unhelpful and has advised me to contact ***** directly. However, I have not because I believe Titan Fitness should take full responsibility. This is due to the fact that they have chose to work with *****, and they are the ones who shipped the product. This ongoing delay and lack of resolution have caused significant frustration, as the item was paid for in full and should have arrived over two weeks ago.

  Customer Answer

  Date: 01/27/2025

  Dear Better Business Bureau,
  
  I am writing to provide an update to my complaint regarding Titan Fitness and my order (#**********). While I have now received the kettlebell, the condition in which it arrived is completely unacceptable and adds to the frustration of my experience with this company. The kettlebell arrived with the following issues:
  
  1. It was shipped without a box, with the shipping label taped directly to the product.
  
  2. The kettlebell is heavily chipped and damaged, appearing used rather than new.
  
  3. It is missing the necessary tools that were supposed to be included in the purchase.
  
  4. The hardware securing the bottom of the kettlebell is loose.
  
  I have attached photos of the item to demonstrate the poor condition in which it arrived. Considering the extensive delays in delivery, the lack of proper packaging, and the unacceptable condition of the product, I have requested a full refund from Titan Fitness without the requirement to return the defective item. I have given them til Wednesday, January 29th to resolve this issue. If they fail to do so, I will be filing a dispute with my bank. Thank you for your assistance in helping to resolve this matter. I look forward to hearing back from you regarding the next steps.
  
  Sincerely,
  ********* *********

  Customer Answer

  Date: 01/27/2025

  These are the photos that mentioned. I can not add them all.

  Business Response

  Date: 01/29/2025

  I hope this message finds you well. We are writing to express our sincere apologies for the inconvenience caused by the late arrival and poor condition of your recent order. We understand how frustrating this must be and deeply regret the experience you have had.

  Please be on the lookout for an email from our customer support team with further instructions on how to proceed with the return for a full refund. We are committed to resolving this issue promptly and ensuring your satisfaction.

• Initial Complaint

  Date:11/11/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Unable to use entire weight stack on the $1800 pull-down machine ! the cable is too short and they keep saying the same thing in the emails for the last 6 months. Just need a longer cable. I have sent dozens of pictures and exchanged many emails with the *** named *****. With no success.

  Business Response

  Date: 11/13/2024

  Hello,

   

  I hope all is well. I am sorry to hear your item isn't working at this time. Our team is currently working on a resolution for this issue. We apologize for the inconvenience and delays this may have caused. One of the product support agents will be reaching out to you with an update soon. 

  Customer Answer

  Date: 11/13/2024

   
  Complaint: 22542440
  
  I am rejecting this response because: same answer I have gotten for last 6 months 
  
  Sincerely,
  
  ***** ***

  Business Response

  Date: 11/14/2024

  Hello, thank you for your response.

  Please accept our apologies for any inconvenience you have experienced. Our Product Support and Warranty Team is currently still working on a resolution for this issue and has sent a follow up to our product development team as a longer cable is not available. An email has been sent to the customer as of 11/11/24. Again, we apologize for the inconvenience and delays this may have caused. One of the product support agents will be reaching out to you with an update soon. 

  Customer Answer

  Date: 11/14/2024

   
  Complaint: 22542440
  
  I am rejecting this response because: it is the same response for 7 months I just want it to work properly. Refund or send new machine or give me store credit. Please stop saying the same  something over and over. Uphold the warranty! 
  
  Sincerely,
  
  ***** ***

  Business Response

  Date: 12/23/2024

  Hello,  We apologize for any inconvenience you have experienced. As of 12/19/24, Our Product Support and Warranty Team is currently working with the customer on a resolution for this issue and has requested additional photos of the bar to assist with getting this concern resolved. Thank you.

  Customer Answer

  Date: 12/23/2024

   
  Complaint: 22542440
  
  I am rejecting this response because: they talk a good game but never follow through! I have sent the pics that were recently requested and I am waiting for some type of action to fix the problem 
  
  Sincerely,
  
  ***** ***

  Customer Answer

  Date: 12/23/2024

  Copy of recent pic sent on 12/21/24

  Customer Answer

  Date: 01/17/2025

   
  Complaint: 22542440
  
  I am rejecting this response because: it is not fixed! Just need longer cable ! They wanted me to order a cable and they would reimburse me. I did not because of not knowing the component compatibility !!!  Very disappointed in titan after the sale service. 
  
  Sincerely,
  
  ***** ***

• Initial Complaint

  Date:10/21/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a lat pull down while my gym was being built. When I opened the package, half of the weight stack was missing. I was told that I have to purchase the missing weights because it was too late to report but I was offered a discount when the weights came in stock. When the weights came back in stock, I was told that I get no discount and the cost was $840 plus tax and freight for the missing weights. Thats almost $6 per pound plus tax and shipping. If all the weights were missing, it would cost $1680 which is about the same price of the machine with free shipping. **************** is horrible and all over the place. One manager will tell you something completely different from another.

  Business Response

  Date: 10/22/2024

  Hello, Thank you for contacting us.

  Upon checking, the customer's order was placed Apr 28, 2022 which is 1 year and 6 months outside of the 1 year warranty. Since the warranty  expired in April 2023, this issue is no longer eligible for a warranty claim. The customer has already been advised that our Team is currently reaching out to our parts department to obtain the accurate part numbers and pricing for each weight for the customer to purchase.

  Thank you

  Customer Answer

  Date: 10/22/2024

   
  Complaint: 22454485
  
  I am rejecting this response because: 

  I am not seeking a warranty because of a broken part. The machine was shipped to me without all of the parts. The photos show where the box is broken and the parts are missing. A manager reached out and told me that I would be getting a discount because its obviously their fault. After pricing was sent, I was told that I get no discount and the parts are going cost me as much as I paid for the machine with tax and shipping. Im not sure why I was told that a discount would be given then retracted to plates nearly $6 per pound before shipping and tax. They know that I have to purchase the parts that they failed to deliver in order to use the machine. Otherwise, I have no working machine at all and I am out of the money that I spent with them.

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

  Business Response

  Date: 10/23/2024

  Hello, Thank you for the response. As previously advised, the customer's order was placed over two years ago, 4/28/2022. Issues like this have to be addressed within a 30 day of purchase and we offer a 1 year warranty for defects of a product if any. We also offer shipping insurance protection for damage or lost items caused during shipment by the carrier. 
  As customer was advised, via ticket# ******* on 10/22/2024, our team is currently reaching out to our parts department to obtain the accurate part numbers and pricing for each weight for the customer to purchase. No final cost has been determined as of yet since this is still being reviewed. 
  Thank you

  Customer Answer

  Date: 10/23/2024

   
  Complaint: 22454485
  
  I am rejecting this response because: 

   Customer service is all over the place and told me a lie. They apparently do not communicate with each other.  I was working with someone who had a manager call me. The manager told me that I would receive a discount for the missing parts because it was not my fault, as you can see in the photos that they never sent the parts to even warranty. When they showed me the price, which I also have photos, I was told that the customer service person I am speaking to is a manager and I get no discount on the parts they obviously never sent in the first place. It is not about defective or broken part.  This about a company who did not send me a complete product which I paid for.  The price of the missing parts, with shipping, will be about the same price as I paid for the whole machine with free shipping . Its obvious they have me in a hard spot because I basically have to pay for the machine twice to be able to use it. This will be posted on every fitness and home gym forum, group, and review with photos and the crazy back and forth with customer service.  They do not care about their loyal customers one bit.  

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

  Business Response

  Date: 10/25/2024

  Hello,

   

  Thank you for contacting us! 

  After reviewing previous communications, I wanted to clarify the details regarding your order. You were originally quoted $279.99 per weight box for a total of 3 boxes each. However, I see that the cost has since been adjusted to a more reasonable amount.
  

  If you have any questions or need further assistance, please feel free to reach out. Were here to help!

   

• Initial Complaint

  Date:10/18/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a brand new adjustable workbench, received a repacked and damaged unit, spoke to customer service and said I didnt take shipping insurance so they cant help me, but the item was used as seen in the pictures with damage to the unit pieces were open inside straps were cut They told me they dont sell used products. I told him this was used as you seen the pictures. They said they cannot help me. They can offer a one time courtesy refund of $18, this is unacceptable. This is a used unit and I paid for a brand new one. I just want what I paid for, a brand new unit. They told me if I return it for a refund. I will have to pay to ship it back and as a restocking fee, but once again they sold me a used unit or repack unit that was sent back to them.

  Business Response

  Date: 10/23/2024

  Hello, 

  Thank you for reaching out to Titan. I have reviewed the customer's concern and want to apologize for any inconvenience they may have experienced. One of our agents has already contacted the customer to address the situation. The customer is currently in the process of returning the item.  If the customer has any further concerns, please encourage them to reach out to us, and one of our friendly agents will be happy to assist.

• Initial Complaint

  Date:10/17/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have bought from Titan FItness before and was happy with their products. I was considering purchasing a new product, left it in my cart while I measured my space, and Titan shipped it! My address and payment method were saved in the Titan system. I contacted them immediately via phone and email and they finally responded that I could pay to ship and they would decide if they were going to refund my money.

  Business Response

  Date: 10/21/2024

  Hello,
  
  Thank you for contacting us regarding this concern.
  
  After thoroughly reviewing our online ordering system, we confirmed that orders cannot be automatically processed without customer confirmation. Each order requires completion of a confirmation page before being submitted, and this step ensures that customers can verify their selections prior to purchase. 
  
  We understand the customer's situation and as a gesture of goodwill, we have already offered to waive our policy's required 20% restocking fee for returns.  However, the customer will still be responsible for the cost of shipping the item back to ***
  
  Thank you again for your understanding.
  
  
  

  Customer Answer

  Date: 10/21/2024

   
  Complaint: 22435909
  
  I am rejecting this response because:
  

  It is not truthful. Titan was not authorized to use my credit card to ship a product to my address they had saved in their system. I have contacted them several times to resolve and recieved one email with a PDF that I can pay to ship back a product I never ordered from them and when they recieve they product they will decide if I am eligible for a refund. The box is very heavy and I would anticipate that shipping fees will be expensive. Bad form Titan from a former happy repeat customer.
  Sincerely,
  
  ******** *****

  Business Response

  Date: 11/07/2024

  Hello, 

  Thank you for contacting Titan. We emailed the customer on October 29, 2024, to inform them that we would send return labels for the package. Please note that a restocking fee will apply when we issue return labels. Our return policy is available online for the customer to review at their earliest convenience. We are committed to assisting the customer with the return, as this order appears to have been placed by mistake. If the customer wishes to proceed with the return, they can either respond to the email we sent or give us a call, and one of our agents will be happy to assist them.
  

  Customer Answer

  Date: 11/07/2024

   
  Complaint: 22435909
  
  I am rejecting this response because:

  Titan's latest response is not acceptable. They did not have authorization to charge my card that they had saved in their system. I can not return a product I did not purchase. Despite my many efforts to inform them of their error they persisted and shipped me a box. I continued to try and work with them to resolve the issue and did not receive a response for weeks.  I have been away from home for weeks and the box is sitting outside in the elements as it is too heavy for me (62 years old with recent **********************) to carry inside.
  
  
  
  Sincerely,
  
  ******** *****

  Business Response

  Date: 11/07/2024

  Hello,

  I hope all is well. Titan approved the return labels as requested. However, it was clearly communicated that the approval of these return labels would not include a waiver of the Restocking Fee (RSF) -Titan will not cover the cost of both fees. 

  Customer Answer

  Date: 11/07/2024

   
  Complaint: 22435909
  
  I am rejecting this response because:

  They did not have authorization to charge my card that they had saved in their system. The product is outside the front of my house and they are authorized to come and pick it up.
  
  Sincerely,
  
  ******** *****

  Business Response

  Date: 11/12/2024

  Hello, 
  To ensure that all orders are processed correctly, several steps must be completed before an order is finalized. The customer placed this order online and received a confirmation of the order. Our return process is also online, and I have included a link to it in this response. The customer was provided with return labels to facilitate the return of the item. The customer emailed us after we sent the return lables asking us to have someone to pick it up. We sent the customers the steps to have the item picked up and as stated in the email sent...

  "You may print the label(s), secure it (them) to the package and drop it off at your local ***** facility. You may also schedule a pickup by visiting ************************************** by calling 1-800-GOFedex and say: Return Manager or PRP. You must reference the return tracking number below when requesting a pick up and the label still must be printed and attached to the package for pick up."

  The customer has ignored the process and is demanding for someone to pick up the item when the customer needs to print out labels and call the carrier to have this picked up or take the item to a ***** drop ceneter. If they would like a refund, they will need to follow the return process.
  
  As a one-time courtesy, we offered to assist the customer with the return to help them avoid the hassle of sourcing a carrier on their own, as per our policy. It appears this order was placed by mistake on the customer's part, and we are doing our best to resolve the issue. If the customer wishes to receive a refund, they will need to return the item, and the steps for the return have been emailed to them. This is our final decision regarding this matter. Thank you.

   

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

  
  

  Customer Answer

  Date: 11/12/2024

   
  Complaint: 22435909
  
  I am rejecting this response because:

  Titan's response is not truthful. The product was placed in my cart and no further action was taken upon my part. When I received the confirmation email I contacted them immediately to notify them of their error. My emails, support ticket and calls were ignored as they shipped the product to me anyway. When the box arrived I again contacted them and received no response. When I opened up the BBB ticket, they offered to let me return and I would pay for shipping and they would decide if they would offer a refund. Their last offer was to pay for return shipping and charge me a restocking fee that they have not shared what that would be. I am 62 years old, live alone and just had a **********************. Their shipper left the box on the sidewalk in front of my house and it was all I could do to push it up 3 steps and place it behind my front gate as the box is very heavy.  As I have told them I am away from home and the box has been left out in the elements for over a month, I have no idea what shape it will be when I return home.
  This is a Titan error and they are placing the burden on me to fix it. 
  
  Sincerely,
  
  ******** *****

  Business Response

  Date: 11/13/2024

  Hello, 
  To ensure that all orders are processed correctly, several steps must be completed before an order is finalized. We have no way of submitting an order placed online without the order's shipping details and payment being confirmed by customers. As one time accommodation, the customer was provided with return labels to facilitate the return of the item. We also sent the customer the steps to have the item picked up and as stated in the email sent. It appears this order was placed by mistake on the customer's part, and we are doing our best to resolve the issue. If the customer wishes to receive a refund, they will need to return the item, and the steps for the return have been emailed to them. This is our final decision regarding this matter. Thank you.
  

  Customer Answer

  Date: 11/13/2024

   
  Complaint: 22435909
  
  I am rejecting this response because: Titan's response is not accurate. As a long time and previously happy customer, I had an account with my shipping address and payment saved. The only action I took was putting the item in my cart. Titan ignored all my outreach to correct their error.
  
  Sincerely,
  
  ******** *****

  Business Response

  Date: 11/14/2024

  Hello, 

  Thank you for contacting Titan. In our last response, we clearly outlined the steps the customer needs to take to return this item. This will be our final response. The customer has been provided with return labels for the return process. Please note that the restocking fee will not be waived. The customers can follow our standard return policy if they wish to proceed with the return. We kindly ask the customer to contact ********************** to resolve this matter. Thank you.
  

  Customer Answer

  Date: 11/14/2024

   
  Complaint: 22435909
  
  I am rejecting this response because: Titan was not authorized to charge my card. 
  
  Sincerely,
  
  ******** *****

  Business Response

  Date: 11/26/2024

  I see that we have sent you a return label for your item. I'm sorry to hear that the item wasn't what you needed. However, I wanted to clarify that our ordering system requires the customer to hit the final submit button to place an order.
  

  Thank you for your understanding. If you have any further questions or need additional assistance, please don't hesitate to reach out.

  Customer Answer

  Date: 11/26/2024

   
  Complaint: 22435909
  
  I am rejecting this response because: Titan response is not truthful. They charged my card without my authorization. When I received the email confirmation of an order I contacted them immediately to notify them of their error, opening a ticket, sending an email, and calling. Titan did not correct their error and shipped the product. I contacted them again when I received the product and they offered no solution- I could pay to ship product back at my cost and they would then decide if they would offer a refund. I authorized Titan to pick up the box on my property (I have been away for the last few weeks). I gave Titan a deadline of Monday, Nov 25th to recover the product from my property.  They have refused this offer. As the box has been exposed to the elements it would need to be repackaged to be shipped back.

  Titan must credit my account the amount they charged as they were not authorized to make this charge. I am willing to ship the box back if they provide shipping labels and compensate me for repackaging the item. 

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

  Business Response

  Date: 01/09/2025

  Hello,
  
  Thank you for contacting us regarding this concern.
  
  As previously advised, orders cannot be automatically processed without customer confirmation. Each order requires completion of a confirmation page before being submitted, and this step ensures that customers can verify their selections, such as shipping and billing address as well as payment method they choose to use, prior to purchase. We have no way of processing an order placed online by a customer without the customer first confirming the details of the order, 
  
  We understand the customer's situation and as a gesture of goodwill, we have already offered to waive our policy's required 20% restocking fee for returns.  However, the customer will still be responsible for the cost of shipping the item back to ***
  
  Thank you again for your understanding.

  Customer Answer

  Date: 01/09/2025

   
  Complaint: 22435909
  
  I am rejecting this response because:

  Titan continues to not be truthful in their response. As a longtime previously happy customer, their system had my shipping and credit card information saved in my account. I had placed the item in my cart to see the actual cost (shipping). No further action was taken upon my part. When I received an order confirmation email, I immediately contacted them to notify them of their error. I emailed and called. They were notified in advance of shipment of their error. They still proceeded to ship the product. When I received the product I notified them again and their response was that I could ship the product back to them at my cost and they would decide if a refund was in order. 

  I used to value Titan, but will not place any additional orders with them as they are not honest and do not value customers.

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

  Business Response

  Date: 01/10/2025

  Hello,
  
  Thank you for contacting us.
  
  As previously advised, orders cannot be automatically processed without customer confirmation. Each order requires completion of a confirmation page before being submitted, and this step ensures that customers can verify their selections prior to purchase. We have no way of processing an online order placed by a customer without the customer first completing the order for fulfillment.
  
  Again, We understand the customer's situation and as a gesture of goodwill, we have already offered to waive our policy's required 20% restocking fee for returns.  However, the customer will still be responsible for the cost of shipping the item back to us.
  
  Thank you for your understanding.

  Customer Answer

  Date: 01/10/2025

   
  Complaint: 22435909
  
  I am rejecting this response because: Titan refuses to accept responsibility for their error.  I notified them immediately of the issue and they did not take the opportunity to stop shipping. They are placing the burden on me to ship the product back at my cost. Had they stopped shipping when I first notified them or addressed the problem earlier we could have come to a resolution that was reasonable. They played many games (shipping despite being notified of the error, not offering any solution when product arrived) we could have come to a reasonable solution. Now the box is damaged and would need to be repackaged before shipping. They expect me to solve a problem they created and pay for it out of my own pocket.  If you look on reddit you can find many complaints about poor Titan customer service, so I am not alone.
  
  Sincerely,
  
  ******** *****

  Business Response

  Date: 01/13/2025

  Hello,
  
  Thank you for contacting us.
  
  As previously advised, orders cannot be automatically processed without customer confirmation. Each order requires completion of a confirmation page before being submitted, and this step ensures that customers can verify their selections prior to purchase. We have no way of processing an online order placed by a customer without the customer first completing the order for fulfillment.
  
  Again, We understand the customer's situation and as a gesture of goodwill, we have already offered to waive our policy's required 20% restocking fee for returns.  However,if the customer is having a hard time shipping the item back on their own we can send return labels but the restocking fee will apply. 

  The customer can accept one of the two options, ship the item back by sourcing a carrier and we waive the restocking fee or we can send out return labels, but the restocking fee will apply. This is our final offer. 
  
  Thank you for your understanding.

  Customer Answer

  Date: 01/13/2025

   
  Complaint: 22435909
  
  I am rejecting this response because: Titan shipped a product I did not order. I alerted them immediately yet the shipped it anyway. They gave no reasonable resolution to their error and keep rejecting any responsibility. 
  
  Sincerely,
  
  ******** *****

  Business Response

  Date: 01/17/2025

  Hello,
  
  Thank you for contacting us.
  
  As previously advised, orders cannot be automatically processed without customer confirmation. Each order requires completion of a confirmation page before being submitted, and this step ensures that customers can verify their selections prior to purchase. We have no way of processing an online order placed by a customer without the customer first completing the order for fulfillment. This order was not placed on our end. This order was submitted online by the customer.  
  
  Again, We understand the customer's situation and as a gesture of goodwill, we have already offered a resolution. This is our final offer. 
  
  Thank you for your understanding.

  Customer Answer

  Date: 01/17/2025

   
  Complaint: 22435909
  
  I am rejecting this response because: Titan continues to insist they made no mistake. I know I did not confirm this order, Whatever you believe what is indisputable is that when I immediately notified them a mistake was made and I did not order this product, they ignored me when they had the opportunity to correct their mistake. When I received the order and again contacted them they offered to let me pay to ship the product back and they would decide upon receipt if they would offer any refund. This is all provable without dispute. Search reddit to read about Titan customer service nightmares. Its disappointing because I had previously been a happy customer who made the mistake of creating an account that saved my shipping and payment information. 
  
  Sincerely,
  
  ******** *****

  Business Response

  Date: 01/20/2025

  Thank you for bringing your concern to our attention. We understand how frustrating it can be to receive an order you did not intend to place.
  Our system is designed to ensure that orders are only processed when the "Buy Now" button is clicked. This means that items in your cart will not be automatically ordered without your explicit action. We have thoroughly reviewed our system logs and confirmed that the order was placed following this procedure.
  

  We appreciate your request to return the item, and we are happy to assist you with this process. We have provided return labels for your convenience. Please note that, as per our return policy, a 20% restocking fee will apply.

  Customer Answer

  Date: 01/20/2025

   
  Complaint: 22435909
  
  I am rejecting this response because: I did not place the order. You refused to cancel shipment when contacted immediately. You also refused to provide a reasonable resolution in a timely fashion. At this point the product need to be repackaged to ship. I am not going to spend time and money fixing a problem entirely of your creation, especialy when you refused my prompt attempts to address it.
  
  Sincerely,
  
  ******** *****

  Business Response

  Date: 01/22/2025

  Thank you for bringing your concern to our attention. We understand how frustrating it can be to receive an order you did not intend to place.
  Our system is designed to ensure that orders are only processed when the "Buy Now" button is clicked. This means that items in your cart will not be automatically ordered without your explicit action. We have thoroughly reviewed our system logs and confirmed that the order was placed following this procedure.
  
  We appreciate your request to return the item, and we are happy to assist you with this process. We have provided return labels for your convenience. Please note that, as per our return policy, a 20% restocking fee will apply.

  Customer Answer

  Date: 01/22/2025

   
  Complaint: 22435909
  
  I am rejecting this response because: Titan sent me an order I did not place. I contacted them immediately to alert them of their error. They took no action. I contacted them when I received the product and again they took no action. Whatever you do do not create an account with them that saves your payment and shipping address or you too could receive something you did not order.
  
  Sincerely,
  
  ******** *****

  Business Response

  Date: 01/27/2025

  Hello,

  Regarding the return of the item, please note that the issue is past our 30-day return policy. As a courtesy, we have offered return labels. However, the item must be returned and in the carrier's possession by February 3, 2025, at 4:55 PM to be eligible for a refund. If the item is not returned by this date, the customer will need to keep it, and we will not issue a refund for any returns attempted after the deadline, as we have clearly stated the return timeline. 

  We want to clarify that orders cannot be processed automatically without customer confirmation. Each order requires the completion of a confirmation page before submission. This step allows customers to verify their selections, such as shipping and billing addresses, as well as the payment method they choose to use, prior to making a purchase. Unfortunately, we cannot process an order placed online without the customer first confirming the order details. Thank you for your understanding. Best regards,

   

  Customer Answer

  Date: 01/28/2025

   
  Complaint: 22435909
  
  I am rejecting this response because: I never ordered this product. Titan had my shipping and payment info saved as I was a previously happy customer. It's rich they are quoting their return policy for a product I never ordered and contacted them immediately so they could correct their error! I contacted them upon receipt and they did not respond. When they did they offered for me to return AT MY COST and they would decide if they would refund. The product would need to be repackaged as it has been sitting in the elements. TItan expects me to pay for their error and their delayed response.
  
  Sincerely,
  
  Margaret Healy

  Business Response

  Date: 01/29/2025

  Hello, 

  Thank you for contacting Titan. The customer has until 02/03/2025 to return this item for a refund. The item should be in the possession of the carrier no longer than 4:55 PM on 02/03/2025. If the item is returned after that time no refund/store etc will be offered. This is the final decision. We have explained many times the reason a full refund was offered. The customer can accept the offer given or keep the item.  They can reject this response until 02/03/2025, but no refund will be offered after that date. Thank you. Thank you for contacting Titan. The customer has until February 3, 2025, to return this item for a refund. The item must be in the carrier's possession by 4:55 PM on that date. If the item is returned after this time, no refund or store credit will be provided. This is our final decision.
  
  We have explained multiple times the reasons a full refund was not offered. The customer has the option to accept the offer or keep the item. They can also choose to reject this response until February 3, 2025, but after that date, no refund will be issued. Thank you.

  Customer Answer

  Date: 01/29/2025

   
  Complaint: 22435909
  
  I am rejecting this response because: Titan continues to refuse to accept for their error! They had many opportunities to correct their mistake and put all the burden on the customer to take action and lose money due to their error and disorganized customer service. I was once a happy customer and will not buy from them again
  
  Sincerely,
  
  Margaret Healy