ComplaintsforRogue Fitness

• Initial Complaint

  10/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a barbell from Rogue for about $350. It arrived defective. I have been working with their customer service to resolve the issue. I had a phone call with them. I sent them pictures of the defect. I later sent them videos of the defect. I measured the specifications of the item for them. Now, they are asking me to send them photos of me measuring the specifications. I feel like I am being asked to do their job. The item is defective, and I just want them to help me return the item at this point. It is a big item, so I need them to provide me with a shipping tube.I just want them to mail me a shipping tube to return the barbell and provide me with a prepaid shipping label for *** pickup from my house along with a refund for the defective item. The refund amount should be $350.00 plus tax to the original payment method.

  Business response

  10/16/2024

  ****,

  We apologize for the issue with your barbell.

  It looks like we received the requested measurements from you and were able to confirm one sleeve was out of spec.

  As discussed and agreed upon via email, replacement sleeves are shipping out to you today.

  Thanks,

  Customer response

  10/16/2024

  Thank you for your help. Rogue agreed to send me new sleeves (i.e. the defective part). I hope the new sleeves arrive soon without defect and they are easy to replace. 

• Initial Complaint

  10/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I recently purchased a barbell from Rogue Fitness, attracted by their advertised “lifetime warranty” and “30-day return policy.” Unfortunately, my experience has been far from satisfactory. Within three weeks of receiving the barbell, I discovered a deep scratch on the coating. Concerned about the durability and overall quality, I reached out to Rogue Fitness to request a return and refund under their stated policies. However, after a week of back-and-forth communication, they refused to honor both their 30-day return window and their lifetime warranty. I’m disappointed with both the product’s quality and the lack of responsiveness from customer service. They do not stand by their warranty or return policy, which is frustrating as a customer who trusted their promises. In my experience, the barbell’s coating was of poor quality, and the company was unhelpful in resolving the issue. I hope this helps others make a more informed decision.

  Business response

  10/14/2024

  ******,

  As mentioned via email, we stand by both, the lifetime warranty and our 30 day return policy.

  Your bar falls under our Barbell Lifetime Warranty and we stand by that warranty. It is still in effect.

  You mentioned you noticed the damage in the photos provided within 3 weeks of owning and using the product.

  The warranty does not cover damage to the product. 

  You can find the full details of your lifetime warranty here: ****************

  Lifetime Warranty
  Rogue fitness will warranty this product from defects in material, functionality and workmanship for the lifetime of the product. “Lifetime” warranty coverage ends when the product becomes unusable for reasons other than defects in materials or workmanship. The warranty applies only to the original purchaser of the product for so long as the original purchaser owns the product, and is non-transferable. Warranty does not apply to barbells that need maintenance.*

  * Warranty may be voided for any product which has been damaged due to negligent or faulty use, alteration, maintenance, storage or handling by the user. Any specific issues regarding a Rogue product with which a customer is not satisfied will be reviewed on a case-by-case basis.

  As mentioned in our emails, we are here for support if ever needed. You have a fully functional barbell that is warrantied for life.

  Unfortunately, we are not able to accept returns for used products. Our 30 day return policy is extended to items in new, unused condition within 30 days of delivery.  Our full return policy can be viewed here: ****************

  Thanks,

   

  Customer response

  10/14/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: ********
  
  I am rejecting this response because I am eligible under both their warranty and return policy as stated. There was clearly a defect in workmanship with photographic evidence. They say the bar is “used” because of the defect!!!! I’m trying to return 3 weeks after it arrived!

  There is a reason why these guys have the worst bbb rating you can get. They simply do not abide by their stated policies. They either need to own up to their warranty/return policy or state on their website that all sales are final. The “lifetime warranty,” simply does not exist. 
  

  this practice not only hurts their reputation, but also hurts any other small business that wants to promise a warranty and abide by it. When companies like Rogue screw over customers in things like this, it erodes trust in other honest businesses. Customers are then left only wanting to do business with larger corporations with a reputation of honoring return policies (Walmart, Amazon, etc). It’s a shame. 
  
  Regards,
  
  ****** *****

• Initial Complaint

  09/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I requested a return on a defective product but was refused. The business went ahead to sent a partial replacement without giving me the option to return.

  Business response

  09/24/2024

  A pre-paid electronic return label was issued for this product on 9/20/24.

• Initial Complaint

  08/24/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a rogue infinity dip bar and also a wall mount for the dip bars which are recommended by the website itself as compatible, after receiving the mount and not receiving the dip bars I had to file a complaint with the company to receive the item. Now that I have both items I put them together and they are incompatible. They want me to put in all the leg work to return something that was supposed to be a simple delivery. They offered to exchange the item for the correct one but they will not refund the difference in cost.

  Business response

  09/10/2024

  
  Rogue Fitness <*******************************>
  Mon, Sep 9, 3:19 PM (17 hours ago)
  to Better
  
  Better,
  
  Your request Ticket ID ********* has been received.
  
  You can expect to receive a reply within 1-2 days.
  
  In the meantime, you can find answers to our most common questions here: *************************************************
  
  Thanks,
  Rogue Team
  
  To add additional comments, reply to this email.

  Business response

  10/21/2024

  ***********,

  We apologize for the issues with your delivery and order.

  It does look like we shipped the compatible product on 9/3 and covered the upgrade cost for the issues.

  This shows delivered on 9/5.

  *************************************************************************************************

  Please let us know if anything else is needed.

  Customer response

  10/30/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  *********** *******

• Initial Complaint

  07/27/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My wife purchased what’s referred to as an “Ohio Bar” from rogue fitness. This bar costs over $300 and is coated with a black finish. After only owning the bar for a week, I started seeing rusting and pitting in the smoothe metal finish. After two more weeks it was fully rusting to the point where it scratches the skin. I reached out to Rogue Fitness demanding my money back and they told me that even though this bar is almost $400 that rusting is normal and happens very quickly. Of course they don’t advertise this and won’t give me a refund. I’ve attached the email conversation where they admit that their product is faulty.

  Business response

  08/13/2024

  Thank you for providing those photos. We're happy to address these concerns and answer any questions.
  
  The black oxide bar that you have is very different from a plated bar like zinc or chrome, or a spray coated Cerakote finish.
  
  The black oxide process is a chemical conversion coating, which leaves the surface of the shaft and sleeves in a different chemical state - black iron oxide.
  
  We offer an Ohio Bar variant with the black oxide process because it allows the user to experience the full feel of the knurl. There is no layer of plating between the knurl and the user's hands, allowing for a slightly more enhanced feel and grip.
  
  This the same reason why some lifters prefer to lift with bare steel bars. A black oxide bar provides this same benefit while also providing mild corrosion resistance.
  
  What you are seeing is normal. Because there is no plating over the steel the bar will oxidize.
  
  This version of the Ohio Bar requires regular maintenance and the bar will develop a patina overtime.
  
  You can view the resistance on the oxidation rate scale here: ***************************************************
  
  You can clean this up with a nylon bristle brush and 3:1 oil. We have a maintenance guide setup here: ************************************************************
  
  Please let us know if you have any other questions or concerns.
  
  Thanks,
  

  Customer response

  08/13/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22052902
  
  I am rejecting this response because: the photos I submitted of rusting and pitting of an expensive piece of equipment were taken about a month after receiving delivery of the equipment. The companys response is that this is normal? This is not normal and if it was there should be a huge warning label informing anyone that purchases this that the quality will not last longer than 31 days and that buyers should beware. 

  I want either a cash refund or $1,000 in website credits from rogue fitness to resolve this. 

  
  Regards,
  
  ***********************

  Business response

  08/13/2024

  *****,

  We apologize if there is any confusion.

  It is normal for steel with a black oxide treatment to oxidize very similarly to what bare steel does.

  We offer this same barbell in Cerakote and Black Zinc finish options have a much higher oxidation resistance. You would not be experiencing any oxidation with either of these finishes. 

  The black oxide option is for those who want the feel of bare steel and do not mind maintaining their barbell.

  This bar will develop a patina over time (by design) and will last a lifetime. 

  Customer response

  08/22/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22052902
  
  I am rejecting this response because: this company is trying to say that a piece of metal equipment (a barbell) is supposed to be rusted by design. This is absurd. The barbell is an expensive piece of equipment and was already rusting when it was delivered to my home. Within 30 days the black metal finish was pitting to the point you can catch a fingernail on it and their response is to use oil. If they expect that their product will pit and rust and be nasty then they should advertise in bold letters This product is a defective piece of junk. 
  

  I will accept one of two settlements from the company:

  1) a full cash refund, or

  2) a $1,000 online gift certificate to their website for the headache this has caused me. 
  

  To use the amount of oil needed to even slow the amount of rust would render the barbell useless as it becomes so slippery from oil. 
  
  Regards,
  
  ***********************

  Business response

  08/23/2024

  *****,

  We apologize if there is any confusion.

  It is normal for steel with a black oxide treatment to oxidize very similarly to what bare steel does.

  Barbells have been made as bare steel or black oxide for over a century, and for some users these are still the barbells of choice due to not having any plating between the knurl and your hand.

  These barbells are absolutely designed to develop patina over time. 

  That being said, this isn't the best choice for everyone. That is why we offer this same barbell in multiple other finishes that have a much higher oxidation resistance and do not require this maintenance.

  This is listed on the product page along with other verbiage and charts showing the very low oxidation resistance in comparison to the other finishes offered.

  Customer response

  08/23/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22052902
  
  I am rejecting this response because: Ive said this several times now. I reject the business response. I reject the business response. I reject the business response.

  This company lies on their website saying they are selling a quality product that lasts when it doesnt. Their excuse is that I can just put oil on the bar. The bar is pitting and rusting very badly after only owning it for 30 days. 

  
  Regards,
  
  ***********************

  Business response

  08/23/2024

  All of the customer's complaints have been addressed in the previous two responses.

  The complaints the customer has provided are all descriptive of what the product is and exactly how the product is displayed and advertised on the website.

  This specific finish option was not a good match for this customer, but this product has been well used and this is outside of any return period.

  There is nothing new we are able to offer to meet a resolution the customer would be satisfied with.

  His requested actions are unreasonable.

  Please advise.

  Thanks,

  Talor

  Business response

  08/23/2024

  *****,

  Thanks for the quick reply.

  Here is a link to the product page that this bar was purchased from: **********************************************************************************

  You can view everything in the above link, but here is an excerpt and multiple screenshots relevant to the customer's complaints that his relatively new barbell is rusting.

  Black oxide, the original finish of the Ohio Bar, pays homage to the old school iron game. With this treatment process, the knurl is left exactly how we machined it, providing a great feel that cannot be achieved with other finishes. Unlike other finishes, the black oxide treatment does not add a coating layer between your hand and the knurl, allowing you to experience the true feel of the knurl. Over time, and with some care, this bar will develop a patina providing an antique look and a bar that will last a lifetime.
  Please note: Black Oxide has a much lower oxidation resistance than other finishes and requires regular maintenance. For higher oxidation resistance and less maintenance, consider the Black Zinc, E-Coat, and Cerakote finish options of the Ohio Bar.

  We offer a 30 day return window for items in new condition. Our full return policy can be found here: ******************************************************

  This barbell was purchased on 6/8/2024. The customer first contacted us outside for the 30 day return window and after the barbell had been used for weeks.

  We make our best effort to make accommodations wherever possible, but there is nothing further we are able to offer in this case.

  Please advise if anything else is needed.

  Thanks,

  Talor

   

  Customer response

  08/25/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22052902
  
  I am rejecting this response because: the business states that this product is not a good match for me. This doesnt make sense. I am a customer that wants to put weight plates on a barbell. How is this not a good fit for me? 
  

  The company has failed to warn customers that this product will rust and pit almost instantly upon siligery after they spent several hundred dollars on the product. 
  
  If they are saying that the black finish is known to rust and pit after 30 days then they should have a huge warning to inform customers that they should not purchase this product. Rogue Fitness has a reputation for making quality products and this is not a quality product. 
  
  I will accept a full cash refund, a new stainless steel 45lb barbell, or $1,000 gift card to rogue fitness online store to settle this matter.
  
  Regards,
  
  ***********************

• Initial Complaint

  07/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  spent 62$ on a product from them, received a defective product and they refused to replace it, and would only accept a return if i paid a large return shipping fee.

  Customer response

  07/29/2024

  i purchased barbell collars from rogue for a total of $62.72

  Business response

  08/13/2024

  ********,

  We're sorry to hear you are not satisfied with your barbell collars.

  We understand the barbell collars will fit on your barbell, but are more difficult to close than expected.

  All of our barbell collars are designed to be used with barbells made to Olympic spec, which includes the sleeve does not exceed 50.00mm at any point.

  We are happy to look into this further, but we would need to know the exact diameter of your barbell sleeves in order to do so.

  All of our barbell collars are designed to be used with barbells made to Olympic spec, which includes the sleeve does not exceed 50.00mm at any point.

  Often times imported barbells are made with looser tolerances and we can't guarantee our collars or plates to fit any barbells that are not made to the Olympic spec listed above.

  We are happy to review further if a measurement is provided.

  Thanks,

   

   

• Initial Complaint

  07/19/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Placed large order on 1st of July 2024. Expected delivery based on tracking was July 15th 2024. R&L carrier dropped off an order and the only thing I got was a shelf. I’m missing a dumbbell set and weights. After countless hours on the phone and email I have no product and i’m getting charged with no eta on product. i have been getting the run around and when asked to speak with a manager at Rogue Fitness numerous times no manager is available to speak with.

  Business response

  08/01/2024

  We apologize that your order was not delivered in full on the original delivery date of 7/15.

  Only 2/3 pallets were delivered and the crate of dumbbells were missing.

  A replacement crate of dumbbells was reshipped on 7/22 and delivered on 7/26.

  ****************

  Thanks,

• Initial Complaint

  06/22/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered 4000 worth of gym equipment from Rougue and they say that items usually ship in a timely manner mine didnt they took up until 6-7 days to even ship. My items were picked up by a subpar shipping company that Rougue uses and they lied about my delivery date two times causing me to ake off from work 2 times and hire a installer that I lost money on. When the second pushed back shipping date was automatically changed I didnt even recieve a coutesy call from the shipping company. I called Rogue and explained the situation and requested a refund they yold me that if I wanted a refund thrn I would have to pay for shipping from the carrier back to Rogue.

  Business response

  07/03/2024

  This order was placed on 6/12/2024 with an original shipping lead time of 5-7 business days.

  The order shipped on 6/17/2024, on the third business day after the order was placed.

  The order was delivered on 6/25/2024. (photo of delivery attached)

  We apologize if there was any confusion regarding the delivery date and if the delivery date was pushed out further than expected.

  We are not able guarantee delivery dates on orders with a freight shipping method.

  We do hope the customer is enjoying their gear, and are available if any support is needed at this time.

  Customer response

  07/05/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  ***** *******

• Initial Complaint

  02/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We ordered new shoes for my son February 8, 2024. Rogue Fitness sent us a pair of used/returned shoes instead of a new pair. The shoes have creases, scratches on them and the Nike emblems inside of the shoes have partially worn off from being worn. The biggest issue we have is that there is dog or cat animal hairs in the shoes. My daughter was present during the unboxing of these shoes, and she is allergic to cats and dogs. We have tried to resolve this matter with their support team, and requested a supervisor contact us, but have yet to receive a phone call from a supervisor. We were offered a refund in an email from **** C. with nothing being said of returning the shoes. We have completed returns with many other companies and they always mention in the emails a return label, and other information about sending items back. Rogue fitness said nothing of this in the email, so I am holding them to their last binding statement. They advertised New and sent us a used product. They also caused us significant concern or safety for their mistake in subjecting or placing our daughter in harm's way. Ignorance or mistakes this company made is no excuse and does not remove liability. We had to abruptly remove our daughter from the room, and had to clean our living room, clothes to remove possible foreign contamination caused by this company. Refund, and we're keeping the shoes.

  Business response

  02/21/2024

  *****,

  We apologize if a pair of shoes arrived to you in less than new condition.

  In our original response (copied below) we offered to send a replacement or refund for these.  

  After the requested phone call with our team we also offered a 3rd option to keep as is and we will issue a $25 credit.

  In either of the first two options a pre-paid return label will be provided.

  Throughout our email correspondence and this filing with the BBB you have stated you want to keep the shoes and receive a full refund. 

  That is not an option, but our other 3 offers still stand.

  Below is our original response:

  Thanks for getting these photos our way.
   
  Due to how this arrived, we can offer a replacement pair sent out to you ASAP or have a refund for the order.
   
  If you would prefer a phone call is ###-###-#### a good number to get ahold of you?
   
  Please advise and we can get rectification started right away for you.
  
  

  Customer response

  02/21/2024

  Rogue Fitness said nothing about returning shoes in **** C's response email. The email should have stated that fact. Every other company I have ever returned items back to would clarify that in their response providing a return label. All other returns I have made to other companies not mentioning return labels and how to return products in their correspondence allows us to keep the product. I was and still do believe that was the intention of Rogue Fitness based on their email. You do not get to change the response outcome because you made a mistake. I also had to disinfect area thoroughly where these shoes with animal hairs in them were opened with possible exposure to my daughter who is allergic to cats and dogs. Rogue Fitness return policy does not offer returns or refunds on used products. For new items which I did not receive. 
  

  Business response

  03/04/2024

  All 3 of our proposed options still stand:

  1)  We are happy to send out a replacement pair of shoes with a pre-paid return label for the original shoes received.

  2)  We are happy to send a pre-paid return label and refund you 100%

  3)  You may keep the shoes received for a $25 credit.

  Thanks,

• Initial Complaint

  12/18/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I spent $30 to join a fitness challenge called the 1000lb club in which Rogue listed a number of rules that you must adhere to complete and achieve the challenge. In order to complete the challenge Rogue mandates apps to download, and list your information within to get credit. Upon completing the challenge and adhering to the guidelines Rogue identifies ways in which to disqualify participants. I completed the challenge not once, but twice the second time of which I adhered much more strictly after reviewing the response from the first completion. After the second time, Rogue created a whole new list of things they considered disqualifying making the program seem virtually impossible to complete. When submitting my appeal Rogue simply doesn’t reply, and when reviewing the results it appears 80% or more of the participants fail by default for the same sketchy reasons. I’ve completed the program successfully and I just want my shirt

  Business response

  03/03/2024

  Dillon,

  You have been refunded in full for your challenge entry fee, as a courtesy.

  As listed in the previous emails, the submissions were rejected for the below reasons:

  Submission 1 was rejected for:
        - Didn't weigh his bar
        - Did a sumo deadlift
       -  Didn't squat to depth
  
  
  Submission 2 was rejected for:
  
  
  The score you submitted for the Rogue Challenge has been invalidated because you did not submit, or failed to follow the video submission guidelines. Specifically; - Bench Press - athletes feet clearly come off the floor - "In order to achieve firm footing, lifter may have plates or blocks under their feet. If either foot comes off of the floor or plates during a lift the lift will not count" - Back Squat - athlete does not squat deep enough - "The athlete must squat to a depth BELOW PARALLEL where the hip crease is clearly below the top of the knee with the barbell controlled in a back rack position" - Deadlift - the athlete does not stand the weight up - "he bar is lifted to the finishing position where the hips and knees are fully extended with the head and shoulders behind the bar." Please visit roguefitness.com/challenges and click on "The 1000 LB Club Challenge" tab for a full list of the video submission guidelines.

  Customer response

  03/08/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21026927
  
  I am rejecting this response because: 

  I appreciate the refund for the contest, but reject that I failed the lifts. Not only did I complete the challenge successfully using approved lifts, but I did it twice.

  Rogue has been unresponsive via email for disputing this issue and the program grants Rogue an extensive list of opinion based failures. Between the two videos submitted I most definitely achieved these lifts. Squat depth far below parallel, bench achieved in first video was beyond adequate, and deadlift correction made with a complete lock out at the top. 
  

  Rogue will lose customers to brands who support their lifting customers, not argue with them.

  Regards,
  

  
  ****** *******

  Business response

  03/21/2024

  The customer signed up for an online challenge and did not complete the challenge.  This was contested and reviewed by a panel of judges multiple times.
  
  Because this customer was so upset we refunded him 100% of the entry fee (this is typically non-refundable)

  Customer response

  03/22/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21026927
  
  I am rejecting this response because: I completed the challenge not just once, but twice ensuring to follow the posted instructions and judges guidelines. Judges claimed new issues each time, and appeal emails went without response.

  Regards,
  
  ****** *******

*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. ↩