ComplaintsforDeerRun

• Initial Complaint

  10/17/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  Bought treadmill 9/6/2023 Order #***-9566068-8261849 off of ******. Both ***************************** says manufacturers warranty of their equipment is 2 years. I bought this a little over a year ago so its still in warranty. Deerrun has stated Im out of warranty limits.

• Initial Complaint

  09/03/2024

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  I bought the DeerRun walking pad, model CT05, from the company's Amazon storefront on May 14, 2024. After moderate use, the walking pad stopped functioning on June 5, 2024. I reached out to the customer service team at ******************** who tried to troubleshoot the issue & after they could not, they asked me to send them back the first machine to exchange for another one. After returning the original machine, they sent me a new one on June 18th. Soon after use, the 2nd machine began to overheat & shut down the belt while I was walking on it. At this time, I wrote a negative review of the product on ****** and the company reached out to me asking to contact their customer service to troubleshoot or they would issue a refund. I contacted the customer service on August 26th with a video of the issue. After troubleshooting & not being able to resolve the issue, the company stopped communicating with me. These machines are cheaply-made and not suitable for regular use as advertised. It's my experience that the small engine overheats very quickly, which either results in total burnout of the part or just the shutdown.

• Initial Complaint

  08/29/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I ordered (order #DR128981) one of their treadmills and a mat at 2:58pm (Mountain) on 8/28. I noted their cancellation policy " Therefore, we would like to remind you that you have the right tocancel your order free ofcharge within 12 hours of placing it.If you decide to cancel your order, please be sure to contact us within this timeframe" At 3:06pm (8 minutes after I ordered) I called them to cancel. I spoke with "******" who assured me the order would be cancelled and I would receive a refund confirmation email. At 4:30 on the same day, they sent an email that my order has shipped. I called them back at 5:30pm when I saw the email and told them again that I had cancelled the order and that they needed to stop the shipment. The person said they would contact the appropriate department. I half jokingly said that this needed to get straightened out or I would need to file a complaint with ****** to get my refund. The phone *** ***lied that this might actually be the easiest way to get my money back. I said that no, they needed to cancel the order and refund me. They assured me they would and that I would receive a confirmation of refund. They have emailed several times since then: 8/28 at 6:49pm ******** emailed that the order was in process of being cancelled. I ***lied to thank her and got a you're welcome ***ly from *** at 12:48am on 8/29. Then, at 5:18am on 8/29, I received an email from *****: We would like to inform you that your order is already in transit. Since you wish to cancel it, we kindly advise you to refuse it upon delivery and once the warehouse receives the return package , then we will immediately process your refund. I can't preemptively refuse a package and have no easy way to bring it to a ****** I did file a complaint with ****** as well (case #PP-R-GQR-539829058)

• Initial Complaint

  07/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I ordered this product in the 21st of June, shipping states 2-5 days ********** Can be seen in the ss attached. It is now the 9th of July and still no product. They sent a tracking number that says the A lable was made on the 4th of July but no attempts to take to the post office. I want my package as I paid for it and work hard for my money. Their website information is false advertising.

• Initial Complaint

  07/03/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  Purchased DeerRun Walking Pad Treadmill which was delivered on 5/31/24. The power cord was defective and I requested a replacement power cord. **************** required the Serial Number and a photo of the defective power cord and they then sent me a replacement cord and a tracking number with ****** The power cord never arrived and stops tracking with ***** once it gets to *******. I waited a couple of weeks and contacted customer service again to which I was told to contact *****. I tried multiple times but could never get anyone from ***** on the line, so I contacted DeerRun customer service again and they finally agreed to send a 2nd replacement power cord. Once again, the delivery never happened and the ***** tracking shows it was received in ******* but the tracking stops with no updates now for 5 days. This happening for the 2nd time is too much of a coincidence. ***** is not this incompetent. There is something going on with this company and they are faking sending replacement power cords. I threw away the packaging as I just thought as soon as they sent the replacement power cord we would be good. Since there seems to be an issue with getting a working power cord, my treadmill has never worked. This is a waste of time and money and all I want is this company out of my life. If they can't deliver a working product, they should not be allowed to keep my money.

• Initial Complaint

  06/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased a walk pad from Starpower which is either owned by or may be a subsidiary of this company on December 22, 2022 in the amount of approximately $236 USD. I did not use the machine the first year except maybe 5 times. I recently started getting regular use of the machine (daily for about 30 - 45 minutes) and in the fourth week of use the belt starts sliding to the side. I contact customer service and go through the troubleshooting tips to tighten the belt; however, the problem does not correct itself and the machine starts to make a grinding sound when it is running. They ask for a short video which I provide then they give the impression that they intend to replace my machine. When I advise of the date of purchase and send them the proof of purchase they tell me that my machine is no longer under warranty and their resolution for this defective machine which I have owned for 1 year and 5 months is that I purchase a new one.This is just wrong! To say that it is fine that a product barely lasts over a year and that you as a company will do nothing to assist a consumer that spent their hard earned money to purchase from you shows that you do not actually stand by your product. It further shows that you do not value your customers or care that they are satisfied. What's worse is that the website boasts a 2 year warranty which apparently I do not qualify for. I am not asking for anything more than to be able to get the expected use out of the machine that I purchased. If you are telling me that the expected use should be four weeks then I truly hope that you're advertising as such. It definitely should not be this hard to get this company to make it right for a customer. I will purchase another machine if the company refunds what I spent on the one that I have. Otherwise I am requesting a replacement or that the company repair what I have at no additional cost to me.

• Initial Complaint

  06/04/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I placed an order for a treadmill from DeerRun online on May 11, 2024. The item was purchased for /$149.00, and it included free shipping. On May 15th, 2024. While checking the status of my order, I came across an email stating that the package had been delivered on May 14, 2024.I promptly reached out to ***** to confirm that the package had indeed been delivered. ***** advised me to check with all my neighbors to ensure they did not receive the package by mistake and to allow some time before filing a claim. After confirming with my neighbors that none had claimed the package, I contacted DeerRun on May 16, 2024, to report that I had not received my package and to inquire about the next steps. ********, the **************** Representative, advised me to follow *****'s instructions and suggested checking the **** footage if it's available. Upon contacting ***** once more, I was told that the package had been left on the steps outside my house. When I requested an explanation from ***** for such an action, they informed me that DeerRun did not mandate a signature from the recipient. On May 17th, I reached out to DeerRun once more, seeking an explanation for why a signature was not required for the delivery of a product on which I spent over 100 dollars, and questioning why there was no assurance provided for the receipt of my package. ******, the **************** Representative, replied to the email advising me to contact my local police department for a comprehensive investigation. She also mentioned that, given the circumstances, they would offer me a 50% refund of the purchase price. I let them know that it was unacceptable to me; refunding only half of my hard-earned money is not an appropriate way to conduct business. Had I known that their sole interest was in receiving money without ensuring the product's delivery to the customer, I would have never made a purchase with them. The situation was not managed well with regard to customer consideration.

*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. ↩