ComplaintsforOXEFIT, Inc.

• Initial Complaint

  06/21/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased the product in May 2024. I have no problem waiting 3 weeks (as advertised on the website) for a product of that complexity. As the 3-week deadline approached, I became worried that I received no contact from the manufacturer and asked about the status of my order.Over the next week, I was repeatedly given excuses about "supply chain" issues and it would take a few MORE weeks. I asked for a deadline repeatedly and was dodged every time I asked. I was offered "compensation", but this was not elaborated upon. Over the course of about 7 days, I asked repeatedly for a deadline on delivery, and each time I was put off. My last request for a deadline was met two days later with "we probably can't get you anything by the end of the day, either."I want some transparency about what is going on here. I also want them to stop advertising that shipping is 1-3 weeks if they not only can't meet that, but that the shipping time is effectively doubled and their staff knows literally nothing about how to get any information and their management seems entirely either clueless or indifferent. A refund is great to start, but I don't want to just be refunded and sent away like somehow this isn't a problem for anyone else. I want it corrected on their website, so consumers know what they're getting into.

• Initial Complaint

  06/18/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We placed our order of a XS1 with OxeFit on April 28th, 2024. We completed their location questionnaire on May 1st. OxeFit advertises shipping takes 1-3 weeks. On May 15th, my wife reached out to them for a status update. On May 16th we received a response that due to our responses on the survey, there would be a delay in shipping our equipment as it would require a more specialized delivery team to complete the delivery. On June 5th I followed up again. We were then told that the XS1 is built to order and Oxefit ran into a part shortage, but they are currently putting the finishing touches on your XS1 as we speak and then it will be tested for quality assurance. Today is June 18th, and having heard nothing since, I followed up yet again. The response I received was that the supply chain issues have been overcome and that the missing parts should be on their way shortly. Unfortunately, were still awaiting their arrival. They clearly were not finishing up our equipment as was mentioned in the previous response. They have lied to us and concealed their issues consistently through the shipping process. We are now 7 weeks into a 1-3 week shipping process, with no end in sight.

  Business response

  06/20/2024

  Due to unforeseen supply chain issues, the estimated shipping time for the customer's XS1 has exceeded the initial 1-3 week expectation that OxeFit averages. The XS1 was receiving its final touches when the production team was notified that an expected shipment of parts was delayed. Once these parts are received by our team, the customer's XS1 will ship out almost immediately following quality assurance testing.

• Initial Complaint

  06/06/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I ordered oxefit and purchased via Affirm on 4/7/24. Oxefit attempted to deliver the product on 4/29/24; however, the route to my basement would not accomodate the device's dimensions resulting in immediate return of item by the delivery team. I have called oxefit twice and left a message and have emailed customer support 3 times without resolution. I have now made 2 Affirm payments including interest on a product I do not have. I am in need of assistance to get this resolved. Neither Oxefit or Affirm have been addressed my concerns.

• Initial Complaint

  04/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased my Oxefit Xs1 in June 2022. It was delivered October 2022. Within one month, there was an issue with the motor not working on the machine and it had to be replaced. Since then there have been numerous dangerous malfunctions such as the cables suddenly losing tension or the machine loading a weight that was drastically different on the screen. Most recently on April 22nd, 2024 there was an issue causing the machine's cables to lose tension again and rendered the unit inoperable. The company was contacted and they advised the unit was out of warranty without attempting to trouble shoot. The company advertises a 3 year limited warranty. When I have tried to click the warranty on their website, everytime it fails to load. I believe they are false advertising their warranties. They further demanded service fees of $650 pre tax upfront to even send a service technician out. I was contacted by a member of the company and they have since lowered the price to $600 pretax but they also have yet to provide me with a service invoice. The company has also failed to provide any further information on their service policies.I have a ticket number with the company,16196. At this point it seems like my only option is to pay them if I want a functioning unit again.I believe I was sold a lemon and would like my machine replaced or for the company to refund me the repairs for a faulty product. I would also like them to address my safety concerns for the product

  Customer response

  05/01/2024

  Since my complaint and my online reviews. The company has refused to even offer me repair services. The price of 600 dollars now only covers electrical and the company blatantly stated that they will not offer any further repairs. 

  Business response

  05/03/2024

  The customer reported an initial error with their OxeFit XS1 machine on October 11th, 2022. OxeFit replaced a motor two weeks after that report and the customer confirmed that the machine was functioning as intended. Since that date, October 11th in 2022, the customer had not reported any additional errors until the most recent one which was reported on April 23, 2024.

   

  The OxeFit limited warranty, attached to this comment, covers: HD Touchscreen (12 months), Frame (36 months), Moving & Electrical Components (12 months), Training Equipment Accessories (12 months), Replacement parts or Product (remainder of original warranty period), and Labor (for the warranty period applicable to the covered item). The warranty can also be found at the link here: **********************************************************************
  
  This customer's warranty for non-Frame aspects of the XS1 was active from 10/05/2022 - 10/05/2023. This new issue that has been reported requires an electrical component being replaced; there is not any troubleshooting that can resolve this particular issue. Because it is an electrical component that needs replacing, this is not covered under warranty and the customer is subject to the costs related to receiving technical service. The warranty is not falsely advertised and this XS1 is not a lemon. The customer is out of warranty and must pay for repairs as these terms and conditions were agreed upon per the purchase of the XS1.

  Customer response

  05/03/2024

  I am rejecting this response because:   oxefit customer care made a verbal agreement to fix the electrical components and cables for $650 and provide an updated 1 year warranty. They then never provided the invoice for said service. A recording of said offer can be provided if necessary. Oxefit still has not addressed the safety issues that occurred and tracks data which will show these. 

  Customer response

  05/03/2024

  The company is also demanding payment in advance without providing any guarantees it will actually be fixed or reasons why they believe it is electrical. They do not have clear prices for service listed. And I believe they are not offering service in retaliation for negative online reviews.

• Initial Complaint

  02/27/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered an OxeFit gym system on February 3, 2024 and cancelled it on February 17, 2024. I was told shipping time is 3 to 6 weeks and they could not give me an exact date and my product was not shipped. I canceled the order by email with *************** after subpar communication and billing issue. They billed Affirm the wrong amount before my equipment was shipped and it did not include the discounted promotion. My emails were answered by four different employees and always a two day lag in responding. I called today to speak to ***, who has been out of the office, and was told that he is in the office and told the representative to tell me he is working on my refund and it would take 30 days. I told the representative, it is not a refund! I canceled the order and it should have NEVER been billed to Affirm until it shipped or had a shipping date. I will not wait 30 days for this company to notify Affirm that the sale never happened. ****** stated that OxeFit only needs to notify them that the sale never happened so that the charge is removed. If they do not remove the charge I will have to pay the interest until it is removed. Again, this is not a refund, it is a sale that never happened!

  Customer response

  02/28/2024

  Please refer to CID # ********
  See email correspondence attached between myself and OxeFit. Thank you for your help.
  
  Warm Regards,
  ***************************

  Business response

  03/13/2024

  The customer placed an order on 02/03/2024 for two items. After tax was applied, the total came out to $5,914.48 which is also what was processed by Affirm. Upon the completion of purchase, Affirm is billed immediately.
  
  The customer reached out on 02/17/2024, outside of business hours, and was promptly responded to within 2-hours. The next response was the next business day - Monday, 02/19/2024. The response to the customer indicated **********************'s standard operating procedure around cancellations/returns and that the refund to Affirm will take up to 30-days to complete. This cancellation is still within the 30-day procedure and will be completed by the end of said 30-days.

  Business response

  03/13/2024

  The customer placed an order on 02/03/2024 for two items. After tax was applied, the total came out to $5,914.48 which is also what was processed by Affirm. Upon the completion of purchase, Affirm is billed immediately.
  
  The customer reached out on 02/17/2024, outside of business hours, and was promptly responded to within 2-hours. The next response was the next business day - Monday, 02/19/2024. The response to the customer indicated **********************'s standard operating procedure around cancellations/returns and that the refund to Affirm will take up to 30-days to complete. This cancellation is still within the 30-day procedure and will be completed by the end of said 30-days.

  Customer response

  03/13/2024

  I am rejecting this response because:  OxeFit should have NEVER billed Affirm until the item was shipped. The item never shipped and when I called to cancel the order they could not even give me a ship date. I was told that Affirm would not be billed until the item shipped. So OxeFit should never have even billed Affirm. So now OxeFit is dragging their feet notifying Affirm that the purchase was never completed. And because of this I am paying for an item I never purchased and paying interest. It takes one email to notify Affirm that the purchase never happened and it should not take 30 days to notify Affirm. The last time I checked it is the year 2024 not 1929. This is an error by OxeFit because they put it through before it shipped so they need to notify AFFIRM now. Their 30 day window is up in 4 days and I am stuck paying interest on an item I never purchased!
  

   

• Initial Complaint

  02/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am asking your assistance to help me obtain a Refund of Order OXES3643:On 12/18/2023 I opted into an AFFIRM loan with OXEFIT, *** (Loan ID: ********** processed on 12/18/2023 for $5,797.00 for workout equipment. Once I viewed the installation and delivery requirements, I realized this equipment would not fit in my house. In early January, I notified them that the order needed to be canceled. It is now February and AFFIRM is still charging me a monthly payment. I have received no products or services from them, and they need to refund the entire loan amount. The company is not responsive; I have a running dialog with "***," who has obviously denied my request to escalate my case. He wouldn't even give me a phone number to call.

  Business response

  04/09/2024

  This customer issued a dispute with Affirm which prevents OxeFit from being able to issue a refund through the Shopify store. The money is put into a state of holding and unable to be touched, despite our desire to want to issue the refund to this customer. **********************'s hands were tied and the Affirm dispute has now been settled and the customer has been refunded for her cancelled purchase.

• Initial Complaint

  01/14/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I ordered a product from oxefit and then cancelled a few days later Dec 6th it was financed thru Affirm. I have tried for over a month to get them to contact Affirm because I am having to make monthly payments even though I cancelled the order. They keep promising to get this fixed but to date it is not.

  Business response

  01/22/2024

  Affirm is a third party financing company that OxeFit partners with. OxeFit does not have the ability to adjust payment plans or scheduled payments as it is an agreement made between the customer and the company Affirm. ********************** has now refunded the customer the amount of their purchase.

  Customer response

  01/22/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  11/17/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Date of Purchase: August 27, 2023 The amount of money paid: $5,606.90 Business commitment to me: On-time delivery and brand new/non-defective product Nature of the dispute: *********** is charging me 28% of the total cost for returning a defective product Company's attempt to resolve the issue: Not yet Oxefit XS1 Order #: ORDER OXES2918 Issue is not related to advertising After the order, I communicated with Oxefit customer service about the delivery date. They said to allow a minimum of 1 and a maximum of 3 weeks for delivery. Since I didnt hear from them in the 3 weeks, I called and was told that delivery would be on 9/26. That was the day before my wife and I were going on an international trip. So, I asked them to deliver either earlier on 9/26 or postpone it until after October 7th. I believe they finally delivered the XS1 on October 10. I started by linking my account exploring the training videos, and getting myself familiar with XS1. The experience on the first try was great except that the touchscreen was not as responsive causing repeated clicking. On the second try, while doing a chest cable crossover, the left cable got stuck and I couldnt move the cable or release it. Being all digital machines, if something goes wrong, the machine will be useless! I resorted to a global remedy for any digital device; rebooting. Rebooting didnt help and didnt release the cable. So, I quit and went after my day. The next when I turned the machine on, the cable was released and I started working out. Then, my wife who was as excited as I was to work with XS1, started the training. Right in the middle of her workout, the same cable got stuck again. She got frustrated and said thats for me. I immediately contacted Oxefit customer service to initiate a return. I explained in detail what happened to my ********* while using the machine and I also complained about the touchscreen buttons not being responsive causing it to be annoying and counterproductive. Oxefit started the return processes but stated that I have to pay $750 return shipment + 15% re-stocking fee. I did the math and I found out that I have to pay $1,591 (or 28% of the total cost) to return a defective product in its brand-new condition malfunctioned. I communicated my frustration with the support team, and I was told he was trying to see if the 15% restocking fee could be waived. The return process started on 10/18 and the crew didnt pick up the machine until 11/14/2023; a month after. When the crew came to the house, they just took the machine and were storming out. I had to ask them to please check for any scratches and damages. On 11/16, I communicated with the support team as to whats the next step to get reimbursed and how much. I received an email saying that they have to inspect the machine thoroughly for any possible damages. Then, I would my money back ($5,606.90 ($750 SH/H+ $841 restocking fee) = $4,016. Thats absurd that Oxefit charges me close to $1600 because the XS1 malfunctioned twice and above all I was not satisfied with the equipment at all. I should have been compensated for all the delays and headaches let alone to be charged.

  Business response

  12/26/2023

  Customer contacted ********************** Support on October 18th regarding cable tension issues and touchscreen malfunction. Support responded and expressed that these are not typical issues and that we would have a service technician out there immediately to resolve them. The customer was not interested in repairs and chose to move forward with a return request. Support let the customer know that they would request the 15% restocking fee be waived as the product was delivered with an issue. Support confirmed on November 21st, one week after the product was picked up, that the restocking fee will be waived. The customer submitted a chargeback with their credit card before OxeFit was able to refund the purchase and waive the restocking fee.

• Initial Complaint

  05/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased an Oxefit unit on January 25th. I started paying for the unit on February 27th. The unit was finally delivered on 3-17-23. After set up the unit was nothing of what I was expecting and the button to turn the weight on and off didnt work. I contacted customer service and apparently it was a well known issue they were actively working on.After a couple days I decided I didnt want the unit. There were way too many issues with it to keep it, so I told them I wanted a refund.After a massive series of questioning and trying to get me to keep the unit they relented and allowed for the return. I was told they would need to inspect it for damage upon return.I got charged for the unit again on 3-27.They came out and picked up the unit. I'm in logistics, and I'm not an idiot. I took a video of my house and the unit prior to them showing up.The people picking the unit up cause a massive amount of damage to my house, including dropping the nearly 400 pound machine down an entire flight of steps. Again, I was videoing everything.I sent the videos in to OXEFIT, showing where there was no damage to my house, then showing where there was. The delivery person even said he would report it.I was charged for the unit yet again on ****. over a month after I requested a return.It's now ****, I keep getting put off, no one is paying for the damage to the house, and they have not returned the unit, given me my money back, or even stopped the withdrawals from my account, as they are pulling another one on ****.

  Business response

  06/12/2023

  We received a request for *******'s product return on 03/18 and he was within OxeFit's return policy window. We initially scheduled the equipment pick-up for 04/24 but were able to expedite the service to 04/20. We received notification from the customer that he experienced damage at his residence during the pickup of his equipment.  We promptly requested a repair quote and have received a quote to get the damages repaired. We have already sent this quote to the appropriate team for review and it is currently being processed.
  
  The recurring payments in question are through a third party company called Affirm. We offer this alternative way to pay as a convenience to the customer, rather than having to pay in entirety up front. ******* has already been refunded for his equipment purchase.
  
  Sincerely,
  OxeFit

  Customer response

  06/12/2023

  I am rejecting this response because:   

  They did refund the money, minus $950 they charged me for shipping, which is ridiculous, but I'm ok with that.   

  The damage claim has "been sent off" for months now, meanwhile I've had to pay for this companies mistakes.   I mean i have video of the crew dropping it down a **** flight of stairs.   Why this is taking months to get approved, or that I'm being charged $950 on top of it for shipping after all they have put us through is just unacceptable.  We want this handled and over.

• Initial Complaint

  02/10/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hello, Order placed on Jan.26-2023- Order #OXES2198 Amount paid. $6171.I placed my order and it got cancelled automatically by OXEFIT online ordering system that they are using. They are holding a grudge against me because in the past I placed orders and I had to cancel those orders because of personal reasons but now everything is fine with me and I am good to go with the purchase of the XS1. OXEFIT is not being cooperative in a resolution that I offered them. They didn't refuse it but they didn't accept it. I offered 2 solutions- 1 - that if I cancel any further orders OXEFIT can charge me a 20% fee Or Solution 2 was that OXEFIT take a $1000 deposit from me and hold it until the product is delivered and once delivered that OXEFIT return the deposit. They are using the word that I placed numerous orders and that is false. OXEFIT is using the word Numerous orders loosely and OXEFIT automatically canceled 2 orders on me and they should not be held against me but they are. They did not give me any notice or there isn't any documentation stating that if a certain number of orders are canceled then I the customer would be Banned from buying from **********************. I have written two letters, one to the *** of OXEFIT and one to the co founder of OXEFIT ************************* but I have not heard from them and only heard from a sales associate stating I am banned from OXEFIT ordering. This is not a solution to a simple issue that can be easily rectified by allowing me to finally place the order for the XS1 from OXEFIT. OXEFIT is not being a consumer friendly company and they will not let the past be the past and move forward and allow me to place my order and not have it cancelled again by OXEFIT. I just want to be able to place my order and not have it be cancelled, this is ridiculous that OXEFIT will not allow the sale and take my solution that i offered to OXEFIT. I am a senior citizen and very disappointed and saddened by this and this situation is causing me a lot of stress. I'm a senior citizen and retired police officer served 25 years with *******************************, **. I do not wish or want anything bad for the OXEFIT company, I am just a customer that had to cancel orders in the past and now I am ok and will not cancel any New order. I have given you my Solution that you can give to OXEFIT, they can write up a document with one of my solutions as I described above and I will digitally sign it. They can email it to me and this issue can be resolved quickly and just to let OXEFIT know I am buying this for myself and not to buy it and make ******* videos and say bad things about the product because it's a good product.

  Customer response

  02/16/2023

  Hello,
  My complaint ******** should not be closed and should move forward .
  Your online system was having problems when I clicked on Submit the complaint. So I called your ***** office and they said to email the complaint and so I emailed the complaint but Did Not receive any reply stating that the BBB office received the complaint so I went back to your online complaint form that I had already filled out and I tried to submit the complaint and it went through because the system error was fixed so that's why there's multiple same complaints and not my fault that your system was down and I didn't receive a reply that you already had the complaint so I want the complaint to go forward and not be closed.
  Here is the other complaint number
  0a6b2112-a82e-11ed-9fd2-0e63a05a1194.
  
  I would like to add to my complaint that THERE IS NO DOCUMENTATION and I was NOT given any documentation and I was not told that if I had multiple orders with cancellations that I would be banned from buying from OXEFIT.
  I was NOT warned of this.
  
  My resolution is I just want OXEFIT to sell me the XS1 product and not band me and block me from doing so.
  
  Here is another letter that I wrote to the Co-Founder of OXEFIT ************************* and I do not believe he see's my letters but low level sales people do and not take me up on the reasonable resolution that I offered and let me buy the OXEFIT XS1.
  I told him in the letter that OXEFIT can write up an agreement that if I canceled any new order that they can charge me a 20% fee or take a $1000 deposit non refundable if the order was canceled and upon delivery that OXEFIT refund the $1000.
  
  *******************************
  ***************************************** Apt.806
  *************, ** 08901
  ************
  
  See Attachment/File: additional info 2.pdf

  Business response

  03/07/2023

  Due to multiple orders and consequent (costly) cancellations, we have declined the sale to this customer.

  Business response

  03/07/2023

  Business supplied email: **********************************
  Use this address for any contact with the Better Business Bureau

  Business response

  03/07/2023

  Business supplied email: **********************************
  Use this address for any contact with the Better Business Bureau

*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. ↩