ComplaintsforSports and Fitness Exchange, LLC

• Initial Complaint

  01/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  BBB unable to locate business

  More info

  On January 17, 2022 I purchased a brand new stair climber with a one year warranty. It was supposed to be delivered within 3 weeks. I wound up not receiving it until the end of March. Within a few weeks of receiving the stair climber, the speed control stopped working. On April 18th I reached out to *************** on Messenger, who is the employee I purchased it from. He left me on read, I reached out to him again on April 27th and again he left me on read. I reached out to him again on May 16th, May 17th, May 18th, May 19th with no response. I called HQ and explained the issue and was told someone would call me back. I never received a call. I also emailed their customer support and warranty team twice at *************************************** which is the email that was provided when I called and they never replied either. I reached out to *************** again on July 22nd, with no response. I have since called at least 5 times trying to get someone to resolve this. Each time, I either get a voicemail or I am told to email their support team and fill out the form online. I have also done that and have not gotten a reply. Last week I hired a technician to come out and try to fix the stair climber. This was out of my own pocket. He looked at the machine and said he needed to speak to someone at SFE because he had never run into something like this before but every time he calls there he just gets a machine and no one calls him back. I would up paying $100 out of pocket and still have a broken stair climber. After he left, I managed to get someone to answer the phone and she wouldn't give me her name or the ***'s name and contact information. I was told again to email support and fill out a form online, which I did and never got a reply. I managed to find out who the *** is and I messaged him on LinkedIn and also got left on read. This is the worst customer experience I have ever had in my life. I now have a 700 pound machine in my house that does nothing.

• Initial Complaint

  07/28/2022

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I purchased an elliptical machine from this company on 12/29/2021 (Order #*****), which included a $350 "Out of State *********************** Coverage" shipping charge to ship to my home. When the order arrived in January, it had several components damaged. I immediately reached out to SFE via email on 1/19/2022 with images of the damage, requesting either a refund for shipping or some replacement parts. I was told on 1/20 (via email) that they would send over a parts diagram so I could identify the parts needed and they would be shipped directly to me. On 2/3 I reached out again (via email) requesting confirmation that my parts were ordered, to which they respond on 2/3 that they were ordered and they would get back to me with tracking. I asked again for an update (via email) on 2/23 with no reply. I reached out to them via phone and was reassured they were placing the order and tracking information would be sent.After posting a negative review on ******* the owner reached out to me and finally let me know that on 6/27, the replacement parts were ordered (Order *****). After not receiving shipping information, I contacted them yet again on 7/20 for a tracking number, to which the owner replied that the order was reviewed and since I was no longer within the 90 day warranty window, I will have to pay $335.97 for the replacement parts. The only reason I am outside of the 90 day window is because they have delayed shipping my parts for 7 months now.Please help to resolve this, as this is absolutely unacceptable.

• Initial Complaint

  06/27/2022

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I ordered from the company on January 9, 2022 and made full payment of $2,120.00. The company would not send my order until multiple follow *** (eventually arrived march 31). It arrived damaged, broken, and without the full order list. The delivery company acknowledge it was damaged before they took it off the truck. After 27+ emails and multiple calls, the company always says "tomorrow" someone will reach out to correct it. I am still waiting on a rower that was never delivered and a replacement OR refund for all the damaged equipment. When i spoke to them today, they claimed there is a new owner and I will have to work with them now. I just want what i paid for. I have full email chain, pictures, and delivery slips to validate everything. It's almost 6 months into this and i cant imagine I'm the only customer in this position.

*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. ↩