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:04/01/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  My husband and I did a tour with Oxefit to review the product and initially loved it. We placed an order on October 16th, paid in full. We were told it would take about 30 - 45 days to receive the equipment and given the fact the warehouse was local to where we live it would relatively be a quick turn around time. We never received the order. We sent several communications to request an update. Each time I called the office and asked to escalate, I was informed there was no one the call could be escalated to and the issue would be sent back to the same sales person we originally worked with (***) who would express it was on back order and a new delivery time window. I expressed my frustration that we did not have any proactive communication regarding the status unless we reached out and began to request a cancellation. After several requests we finally received confirmation on 2/11 that we'll be fully refunded within 30 days. I reached back out 3/21 via email regarding the refund status and there has been no response.I called on 3/25 and spoke to someone who said it would be escalated and there has been no response.I called today 4/1 and spoke to someone else, who also said it would be escalated and I would receive a call back. It's end of day and I have not received a response.Given the several requests with Oxefit to remedy, this has been an extremely frustrating and terrible customer experience and I am still waiting for the refund.

  Business Response

  Date: 04/08/2025

  As of April 2 2025, this customer has been fully refunded for the cancelled order.

  Customer Answer

  Date: 04/08/2025

  I have reviewed the business response and accept this resolution.   I received the refund.

• Initial Complaint

  Date:03/17/2025

  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.

  We purchased the Oxefit XS1 in late 2023, opting for every package available. Initially, we were impressed with the machines capabilities and enjoyed using it. However, that changed when critical components began to fail, rendering the expensive equipment completely unusable.The first issue arose with the j-hook and carriage attachment on the arms, which began to bend under normal use. This caused the plastic housing to crack, leading to the cord rubbing against the damaged areaa major safety concern. When I reached out to Oxefit to purchase a replacement, I was shocked to be told that the bending was normal. This is absolutely not normal and could pose a serious risk of catastrophic failure and ********* of writing this review, my XS1 remains unusable because I am still waiting for a quote just to find out how much a replacement part will cost. The delay in receiving basic support and replacement options has been incredibly frustrating, especially for a machine at this price point.I will update this review once I receive the quote, but based on my experience so far, I cannot recommend the Oxefit XS1 unless the company significantly improves its product durability and customer service.

  Business Response

  Date: 04/01/2025

  OxeFit Service Manager sent the quote to customer on 3/18/25.

• Initial Complaint

  Date:02/22/2025

  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.

  SCAM SCAM SCAM is all I can say I think they ran out of money and they are working with clients money no other explanation of whats going on everywhere I look for information I find people complaining about this I purchased the Xs1 on November 19 si have been paying ever since today is February 21 they haven give me a *** to deliver the product absolutely disgusting and disappointing they sold me this and offered me 6 weeks delivery I regret 100% about this purchase.

  Business Response

  Date: 02/24/2025

  This customer has a unique situation where the installation location requires navigating three 90-degree turns on a residential staircase.
  Our white glove installation partner is not able to install these types of scenarios so we are looking into the options for doing this installation with OxeFit staff.
  Since the customer lives west of *******, we are also working to align the delivery of product with travel of qualified personnel and availability to that area.

  Business Response

  Date: 03/06/2025

  This customer's order has been shipped, received, and fully installed and working on 3/6/25 by OxeFit installers. 

• Initial Complaint

  Date:02/19/2025

  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.

  They require you to purchase a monthly subscription to use the classes. You can manage this in their app but then it doesnt sync with the machine. Im paying but unable to access the classes unless I start paying twice. Last time this happened they charged me double for ~6 months and did nothing to make it right.

  Business Response

  Date: 03/20/2025

  Regarding the historical incident referenced in this report:
  The customer was accidentally double billed for 5 months (Apr '24 - Aug '24). 
  To "make it right", OxeFit gave the customer the next 5 months free (Sep '24 - Jan '24) as credit for the 5 months of double billing. 
  That issue was resolved (and communicated to the customer at that time).
  
  Regarding the most recent issue the customer reported to ********************** on 2/19/25: 
  The customer paid for a monthly membership renewal via the App on her Apple Phone but the renewed membership was not visible to her XS1 machine and thus it did not provide a full range of features. Within 24 hours of being contacted by the customer, ********************** Support manually adjusted her membership in our cloud which resulted in the XS1 immediately allowing the customer full capabilities and resolving the issue. The customer was also advised to cancel the Apple Pay perform future renewals through the OxeFit web link. 
  
  OxeFit Engineering has since root-caused the issue and found that ***** had recently made a change to their verification process that could result in payments visible in the customer's ********************** account but not linking it to their XS1 machine. Oxefit Engineering has made an update in our cloud to align with *****'s change and correct the issue for future orders and customers.
  
  Finally, the customer successfully renewed her next membership via the OxeFit weblink on 3/20/25 and the XS1 machine immediately acknowledged the activation and is providing the full range of subscribed features.
  
  OxeFit has successfully resolved both issues raised by this customer.

   

  Customer Answer

  Date: 03/20/2025

  I am rejecting this response because:   Upon my March auto renewal of my subscription I received the exact same issue. It once again said that I did not have a subscription despite having it on auto renew and the money being taken out of my account on 3/18. 

  Business Response

  Date: 03/21/2025

   

  As shown by the photo (IMG_0808.png) that the customer attached to this report, she is purchasing memberships (on her Apple phone) using a different email address than the one she used for her OxeFit account (where her XS1 is registered).
  
  The email she is using to purchase (on her phone) is NOT tied in any way to the account she created for her XS1 machine.
  This is why the ***** membership purchases are not linking to her OxeFit account and thus not activating her XS1 machine.
  OxeFit is not double billing this customer. The errant apple purchases using the non-registered email address are making her feel she is being double billed.
  
  The customer was advised by ********************** support (on 2/20/25 and again on 3/20/25) to cancel the membership(s) submitted via her Apple Phone and instead use the web link we provided to renew her membership using her registered email address.
  
  OxeFit has provided resolution for all issues raised by this customer.

  Customer Answer

  Date: 03/21/2025

  I am rejecting this response because:   As I stated in the email where **** from OxeFit contacted me, I purchased via the Apple App subscription option using my only account and email tied to Oxefit ********************* and because the payment is processed via Apple Pay, it ties it to my gmail. 

  This was never mentioned to me as being an issue in February or April 2024 when I experienced a similar issue. I honestly love the platform and workouts, but they need to fix the connections between their app, *****, and the system that manages subscriptions on their end, especially if they continue offering this is a form of payment. 

  The day after or before I received the email with the link in February my access was restored so I assumed they fixed the issue on their end, my bad for assuming that, and continued with that subscription to avoid being double charged like last year. 

   

• Initial Complaint

  Date:02/12/2025

  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.

  I ordered the OXEFIT Xs1 on September 22nd. At that time I was told it would be delivered within 30 days. After over 70 days and several inquiries I cancelled my order on 12/2. I was told that my refund would be processed within 30 days. It has now been over 70 days and several inquiries since that time, and I have yet to receive my refund. OXEFIT has had my money for over 5 months with no resolution.

  Business Response

  Date: 03/05/2025

  As of Mar 5 2025, this customer has been fully refunded for the cancelled order.

• Initial Complaint

  Date:02/08/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 the Oxefit XS1 in May 2024, for my husbands birthday in June. There is so much lack of communication with this company that the week of the promised delivery date I asked for a time frame and that was when I was told there were supply chain issues. I tried to be patient, waiting 6 months of excuses. My breaking point was my email that said your Oxefit order shipped, and when I clicked on the link to see information it was A CHRISTMAS gift. It arrived as two Oxefit hats. I threw this immediately in the garbage and then requested my refund. On 12/10/24 at 8:41 CST I have an email from *** in customer service stating my order was cancelled and it would take 30 days to refund. I am STILL waiting for my refund. Nobody is returning phone calls despite numerous attempts asking someone in management to call me. I continue yo have to make payments through the ****************** that was offered for a machine that isnt at my house. I would like to move on and be able to purchase something that my family and I can use for our health. I am requesting the BBBs help to obtain my refund. I have also contacted *******************, and they are not showing the item cancelled on their end and unfortunately can not do anything until Oxefit cancels and refund them.

  Business Response

  Date: 02/27/2025

  As of Feb 27 2025, this customer has been fully refunded for the cancelled order.

  Customer Answer

  Date: 02/27/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:01/30/2025

  Type:Billing 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 was double charged for a membership renewal on 12/21/2024 with 2 separate order numbers & 2 different transactions. One charge was for $530.82 and the second was for $589.82. I have since sent multiple emails and made multiple calls with the promise my extra charge would be refunded in 30 days. 30 days has gone and past & no one is replying back to me regarding my extra charge.

  Business Response

  Date: 02/25/2025

  On 2/11/25, the customer was refunded in full ($530.82) for her duplicate order OXES11867.

• Initial Complaint

  Date:01/27/2025

  Type:Delivery Issues
  Status:

  ResolvedMore 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.

  Ordered the Oxefit XS1 workout machine on 9/21/24. Was told delivery would be a few weeks. Later told delivery would be a few months. Checked in repeatedly in November and December and was always told there were parts delays but that it would ship soon. Cancelled the order on 1/10/25 and was told refund could take up to 30 days. 1. There is no reason for any delay in issuing a refund. Should be a click of the mouse to make it happen. 2. They never should have charged my card until they shipped the order. I've read far too many complaints like this. They continue to drag their feet in either shipping a product or issuing a refund.

  Business Response

  Date: 02/27/2025

  As of Feb 27 2025, this customer has been fully refunded for the cancelled order.

  Customer Answer

  Date: 03/03/2025

  I have reviewed the business response and accept this resolution. Refund was issued. 

• Initial Complaint

  Date:01/18/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 27 Sep 2024, I placed an order for XS1 Peak with accessories for $6492.84. With promotion savings, they refunded us $200 on 2 Oct 2024. We were given an estimated delivery of 3 weeks after purchase. The date kept getting pushed back being told they are almost finished with the build and should have a delivery date soon. To no avail, numerous inquiries via email on status of delivery (initiated by me) with a person named *** and December came and still no ship date. Was told that they have parts still on back order and not sure when it will ship- was told end of December at this point. On 2 Dec 2024 We decided that we would like a refund so I placed a request for full refund and *** emailed us informing us that request had been placed and it will 30 days for us to be credited. 8 Jan 2025 emailed again checking on status of refund was told by *** that he forwarded to leadership team for urgent processing. 11 Jan 2025 I emailed again to check and received ZERO response this time. Here we are 18 Jan 2025 and still no response, no update on refund. Status inquiry 8 Oct 2024, 28 Oct 2024, 16 Nov 2024, 24 Nov 2024, 2 Dec 2024 all initiated by me and was given a new delivery time frame until we decided to cancel order and requested refund on 2 Dec 2024. On their instagram page, they advertised 3 weeks delivery time frame misleading buyers knowing they had parts back order problems. I i joined the oxefit group on ******** after purchasing and found numerous complaints of people not receiving the their order in the timeframe as promised. I have a copy of all of the emails I sent them and correspondence from. Them.

  Customer Answer

  Date: 02/18/2025

  The business contacted me directly and refunded me the full amount last week. Thank you. 

• Initial Complaint

  Date:01/13/2025

  Type:Delivery Issues
  Status:

  UnansweredMore 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 XS1 from Oxefit on August 04, 2024. I paid ******** for the XS1 with all options. The website stated 1-3 weeks for delivery. I spent from mid August until December 4, 2024 going back and forth with a representative from Oxefit regarding delivery. I would check in every few weeks about shipment and every time "it was almost ready", "just about to ship", "it was shipping the next day." After 4 months of this I finally asked for the order to be canceled and asked for a full refund as the item never shipped. I was responded to on December ****** that the order was cancelled and that I would be receiving a full refund. I was told at the same time that it can take up to 30 days to process the refund. I checked in on the refund status multiple times and it has still not been initiated now 43 days later.