ComplaintsforEliteFTS.com, Inc.

• Initial Complaint

  10/30/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On Saturday 10/26/2024 i placed a order online site /company .. it clearly says clearly says “ free shipping with a $99 qualifying order.. My order was $421.54 plus $38.55 For shipping and handling.. I called on Monday and a female representative stated “ free shipping doesn’t apply to the bars do to the size of the package. But on there site it says NO WHERE that bars aren’t included in free shipping. I would like to reimbursed the $38.55 for shipping and handling. As per pictures.. That is the bar that i ordered and doesn’t say in description any about not included in free shipping . The other pic at very top of page in yellow it says about the free shipping .

  Business response

  10/30/2024

  Thank you for reaching out and allowing us the opportunity to address your concerns. I apologize that your question was not fully answered during your previous call. Customer satisfaction is extremely important to us, and I’m disappointed that your inquiry wasn’t fully resolved at that time.

  
  As discussed during our conversation, the shipping charge applied to your order was for the bar only, while other items qualified for free shipping. The bar itself does not qualify for free shipping due to its size and weight, as noted in the free shipping terms on our website and in the screenshot you provided. Free shipping is available for qualifying items, and unfortunately, the bar falls outside these guidelines.

  
  To clarify further, I have attached a closer screenshot of the Free Shipping Banner on our site as well as our Free Shipping Terms. These terms are accessible on the main page under the "Free Shipping Terms" link.

  
  Regarding the status of your order, please note that the bar has not yet shipped, as it is made to order and will ship within 10–14 business days. If you would prefer to cancel this part of your order, we would be happy to process a refund for the bar.

  
  Please let us know if you would like to proceed with the cancellation or if there’s anything else we can assist you with.

  
  Thank you again for your understanding.

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

  Customer Service Director

  EliteFTS.com

  Customer response

  10/30/2024

  I accept the business's response to resolve this complaint.
  
  Regards,
  
  **** *****

• Initial Complaint

  06/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I decided I didn't want the product I ordered. I couldn't cancel it and there website had nowhere on it how to return and item, what the penalty would be or if there would be a restocking fee. So I refused it via *** when it arrived. I contacted customer service and there was confusion on whether I would or wouldn't get charged a restocking fee but *****'s final determination was I would NOT get charged a restocking fee but I would get charged shipping costs. I was fine with that. But now I have been going back and forth with **** and she is charging me a restocking fee. She has stated it is resolved in an email and they will NOT do anything about it even though there is NOTHING on their website and two Associates told me two different things. So does Elite even know there own return policies or is it up to the individual to decide. I am not asking for the world I am willing to pay the shipping cost but to restock an item that wasn't even opened and when ***** said I wouldn't. It's beyond words and I will not order a single thing from this company again after the way I am being treated when there was confusion between their own Associates. I have an email from ***** stating in the first email I would have to pay but then I asked why and she stated in 2nd email I wouldn't. In this email it states clearly I would be refusing shipment. **** is unwilling to send this to anyone else in the company for resolution so I'm moving to this form of complaint. Thanks,

  Business response

  06/07/2024

  I apologize for any inconvenience caused and regret that you are dissatisfied with your recent experience. We take customer satisfaction seriously and aim to clarify any misunderstandings regarding our return policy.

  
  Our return policy, which is clearly stated on our website directly accessible from our homepage, specifies that if an order is refused, the refund will be issued minus the return shipping charge and a return shipping fee. These fees are necessary because our shipping carrier charges us when an order is refused, in addition to the return shipping costs.

  
  Attached to this response is a copy of our return policy for your reference.

  
  Regarding the email correspondence, please note that the first email you sent inquired if you would be charged a restocking fee if you refused the shipment. Customer Support responded confirming that a restocking fee and shipping charges would apply. In your follow-up email, you mentioned that the package had not been opened. Customer Support clarified that a restocking fee is not applied if you follow the return shipping policy and do not refuse the shipment.

  
  The refund has been processed back to you, deducting the return shipping charge and restocking fee as per our policy.

  
  If you have any further questions or concerns, please feel free to reach out to me. 

  Best regards,

  *********************************
  Customer Service Director / Office Manager 
  EliteFTS.com
  
  

  Customer response

  06/17/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21805829
  
  I am rejecting this response because: 

  unless Im blind I dont see anything about returns in your directory or when I search returns in search option at top of page   

   

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

  Business response

  06/18/2024

  I apologize for any inconvenience caused and regret that you are dissatisfied with your recent experience. We take customer satisfaction seriously and aim to clarify any misunderstandings regarding our return policy.

  Our return policy is clearly stated on our website, directly accessible from our homepage under shipping terms, and on the packing slip included with your order. If you had opened the package, you would have found the return instructions and policy on the back of the packing slip.

  For your reference, attached to this email is a copy of our return policy.

  Regarding the fees, our policy specifies that if an order is refused, the refund will be issued minus the return shipping charge and a restocking fee. These fees are necessary because our shipping carrier charges us when an order is refused, in addition to the return shipping costs.

  
  Concerning our email correspondence, your initial email inquired if a restocking fee would be charged if you refused the shipment. Customer Support responded confirming that a restocking fee and shipping charges would apply. In your follow-up email, you mentioned that the package had not been opened. Customer Support clarified that a restocking fee is not applied if you follow the return shipping policy and do not refuse the shipment.

  
  The refund has been processed back to you, deducting the return shipping charge and restocking fee as per our policy.
  If you have any further questions or concerns, please feel free to reach out to me.

  
  Best regards,
  *********************************
  Customer Service Director / Office Manager
  EliteFTS.com

  Customer response

  06/18/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21805829
  
  I am rejecting this response because: 

  your reply back to my last response stated its clearly on your website. Can you provide where that is? I attached a photo of your home page snd I dont see it? Where am I not looking? I even searched using the search bar? 

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

  Business response

  06/21/2024

  I apologize for any inconvenience caused and regret that you are dissatisfied with your recent experience. We take customer satisfaction seriously and aim to clarify any misunderstandings regarding our return policy.
  
  Our return policy is clearly stated on our website, directly accessible from our homepage under shipping terms, and on the packing slip included with your order. If you had opened the package, you would have found the return instructions and policy on the back of the packing slip.
  
  For your reference, on our homepage,  go to shipping terms, click on shipping terms and then you will see the return instructions. If you scroll down on the homepage you will see the shipping terms listed. 
  
  Regarding the fees, our policy specifies that if an order is refused, the refund will be issued minus the return shipping charge and a restocking fee. These fees are necessary because our shipping carrier charges us when an order is refused, in addition to the return shipping costs.
  
  
  Concerning our email correspondence, your initial email inquired if a restocking fee would be charged if you refused the shipment. Customer Support responded confirming that a restocking fee and shipping charges would apply. In your follow-up email, you mentioned that the package had not been opened. Customer Support clarified that a restocking fee is not applied if you follow the return shipping policy and do not refuse the shipment.
  
  
  The refund has been processed back to you, deducting the return shipping charge and restocking fee as per our policy.
  If you have any further questions or concerns, please feel free to reach out to me.
  
  
  Best regards,
  *********************************
  Customer Service Director / Office Manager
  EliteFTS.com
  
  

• Initial Complaint

  02/23/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a barbell from this company. The specifications listed on the website were incorrect, I sent the company a message, along with videos of my proof, and they immediately changed the website description, and tried to upsell me the correct size barbell, which was quite more money. I believe this to be very deceptive a bait and switch tactic to get more money. When they knew I didn’t want to give more money, they only offered a refund but I want the correct barbell. Please help me. I have screenshot and video evidence and the company actually knows it was the wrong description.

  Business response

  02/27/2023

  I regret that this error occurred and the miscommunication with the customer. There was an error and the incorrect bar was sent. The correct bar is custom made and is not offered on the site. We offered to pick up the incorrect bar and exchange for the correct bar to make this right. I have had email correspondence with the customer and this has been resolved. The incorrect bar is being picked up and the correct bar is in production and will ship asap.

  Customer response

  02/28/2023

  I accept the business's response to resolve this complaint. thank you for assisting me with this problem. A new customer rep has stepped in. Her name is Rhonda and she is correct in the problem. I had them pick up the item today and I was told it will take up to two weeks for them to send out the correct item since it is a custom. Barbell. They have corrected the information on the website and they are sending me the correct item.
  Regards,
  
  ****** ********

   

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