ComplaintsforTerra-Core Fitness
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Complaint Details
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Initial Complaint
06/09/2024
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
Ordered a Terra-Core on April 24th. After ordering they went from being shipped on the 29th of April to 60 days. I have tried multiple time to contact them via email and phone. All have an automated response that say I will be contacted in 48 hours but it's been weeks and it appears that no one works there anymore. At this point I am not even sure this company is still in business and if I have been scammed out of the price of $223.20 and $39.99 of shipping. I have placed about 14 phone calls and at least 6 emails.Initial Complaint
05/21/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I placed an online order at ********************************* on February 26th. I received an order confirmation on the 26th. That is all the response that I have gotten regarding my order. I have emailed twice (May 10th and 19th) with no type of response. I also left a message as well. I was aware that it would take 60 days to deliver. However, I placed my order on February 26th and I have not received it yet. It is now May 21st. Not only have I not received my product, no one has returned my phone call or my email. I see a lot of complaints the seller comes back with they found the email in the spam folder. Seems to me as many times as it has been found in the spam folder that they would check it more often. I know I checked my spam folder to see if their response happened to have gone there.Initial Complaint
05/20/2024
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
I ordered fitness equipment on March 14, 2024. I was told it could take 30-60 day to fulfill. It has been 60 days and I have received no communication from the company. I have left 3 voicemails, emailed 2 times, reach out via social media and nothing. I have paid $1300 for this equipment and would like my money back. I know it was a legit business but now it sounds like they are out of business but still promoting and accepting orders they cannot fulfill. I do not want other people to actually buy from them and be scammed as well.Initial Complaint
05/18/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I placed an order in March 2024 , order#*****. I have not received my order, have left multiple voice messages, and emails with no response. I believe this company to be fraudulent and a seeking a full refund. Please help so no one else is scammed.Initial Complaint
05/08/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
The fitness unit is leaking air and deteriorating making the rubber side "gummy" and unusable. I have attempted to contact the business over 20 times in the past 2 1/2 weeks through multiple channels (phone, email, FaceBook Messenger, FaceBook Messenger call). The apparent owner on the answering machine (Mark) states that they will return phone messages with-in 48 hours and emails sooner yet I have received no response from my phone calls or email for weeks.Initial Complaint
04/04/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Bought the Orange Terra-Core Balance Board Fitness Trainer. Loved the idea of the product. Unfortunately the plastic orange ring that is bolted down to hold the air bladder down broke in multiple places on inflating it. I was having trouble inflating it enough that it wouldn't bleed out too much air as I would switch to insert the stopper. Anyway. I have emailed 3 times, called about 4 times, and messaged their Facebook page twice in the last 5 weeks with no reply. Their HQ is literally here in Salt Lake area but I assume it's not a store front or place to buy a replacement part. It looks like an easy fix, which I assume was the intention of the design in case of failure. All I'm looking for is to get another ring that holds the bladder down bc it's been sitting in my garage unusable since I bought it. Company is non-responsive.Initial Complaint
02/12/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I purchased this product and have not received it yet. They charged the credit card day of purchase in lieu of day of shipping. They indicated a two to three week delay and it has been eight weeks. Over the course of one month I reached out with several emails and several phone calls and I cannot get any correspondence back from them. I inquired about the color options the before purchase and they responded immediately. They had the product on Amazon and sold out recently. Then two days later they were back in stock. So i waited to see if my order would be fulfilled and it has not. Concidering they charged my account this implies that they are using my money (and possibly others) to bank roll them to get more products to sell first prior to fulfilling my order. This is an unacceptable approach.Business response
02/16/2024
Hi,
Mr. Bastones email fell into our Spam Folder, with the new email requirements we are having a lot of customers emails falling into Spam. I have offered him a refund, as well as our container is stuck in the port and is set to be released next week, offered to get him out the product or the refund.
Initial Complaint
01/27/2024
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
On 11/26/23 I placed an online order with Terra-Core Fitness for a Terra-Core Balance Board Fitness Trainer in the amount of $238.89 to be shipped to my home in Florida (**** ****** *** Sarasota, FL 34241) My confirmation order summary states that my Terra-Core would ship in 2-3 weeks due to high demand. On 1/8/24, six weeks after I placed my order, I sent an email to find out the status of my order. I received no response. I followed up with a phone call on 1/11/24 and left a voice mail message. The recorded message stated I would receive a call back within 48 hours. No call back was received. I sent another email on 1/17/2 and 1/18/24 also with no response. I called again and left voicemail messages on 1/16/24, 1/18/24 and 1/27/24 also with no response. I would like very much to have the product that I paid for shipped to my address in Florida. I have included copies of my order, all 3 email messages as well as my a copy of my Verizon bill showing the dates and times of my phone calls to this company.Business response
02/05/2024
Customers Email was found in our Spam folder, offered a refund, came to a resolution acceptable for both parties.Customer response
02/12/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
******** *****Initial Complaint
09/07/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I placed an order through the Terra-Core website on August 18, 2023. I received the product on August 25th, 2023. I unboxed the item but did not assemble is or read through the directions until Sunday as we had soccer that weekend. On August 27th, at 6:13 pm, I emailed the company asking for another way to access the free workouts that come with the product as the QR code had been thrown away with the box. I received no response so I email them again on Monday, August 28, at 6:27 pm asking the same question on how I could access the workouts. No response. I emailed them again on August 30 at 9:29 pm asking the same question. No response. I called the business on September 1 at 8:20 am with the phone number found on their website (###-###-####) and left a message. Again I received no response. On September 5th, I called the company again but this time asked for a refund as I had not heard back from them at all in my 4 attempts to contact them. On September 5 at 9:01 pm I received an e-mail response with the workout links. I responded asking for a refund. The company said no problem. They told me to send back the product and once they received the product, a refund would be issued. I asked for a prepaid shipping label to be sent to me as I had already paid $45.88 in shipping when I ordered the product. The company declined this request. They said shipping to return the product is only covered if there is a manufacturing defect. However, their website states on the about us section, "We live by the golden rule. Every Person at this company has the power and authority to do whatever it takes to make our customers happy." I have explained how unhappy I am about having to pay for shipping to return the product (which will total over $91.00 in shipping costs) and is more than I paid for the product and I have also told them how unhappy I am with their delay in responding. I would like a prepaid label to be sent so I don't have to pay for shipping.Business response
09/14/2023
Customer had emailed us about the online content we offer for workouts, her emails were found in our spam folder, we responded as soon as we received the request for access to our workout content. Once we responded, the customer requested a return, we are more than happy to process a return and refund for the customer but we do require that customers cover the shipping of their product back to our company as it is not a manufacture defect per company policy. Customer was unhappy with that resolution and has requested pay for the shipping which we do not cover. We do everything possible to make things right with our customers, however if we don't put parameters on our policies we get abused by people trying to take advantage of the system.Customer response
09/18/2023
Complaint: ********
I am rejecting this response because:Good morning. While I would like to believe my e-mail went to their SPAM folder, I called the business on September 1 at 8:20 am with the phone number found on their website and left a message. No response was received (e-mail or phone call back) so I called again on September 5th. So 2 attempts were made to contact their via phone which would have warranted a call back or even to check their SPAM folder which they did not. Even their voicemail message says if you want a quicker response to e-mail them. Which I did twice with no response. Nowhere on their website is there a return policy stating return of their product with a prepaid label requires a manufacture defect. It is alarming that you don't want people to take advantage of the system but you do not follow what is POSTED on your website so it seems as though you are taking advantage of customers.
A prepaid label is still needed to return this time. Thank you.
Sincerely,
**** ******
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Customer Complaints Summary
12 total complaints in the last 3 years.
10 complaints closed in the last 12 months.