ComplaintsforThe Fitness Outlet

• Initial Complaint

  10/16/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  The website, thefitnessoutlet.com, sells numerous types of residential and commercial grade fitness equipment. They entice you to sign up with your phone number to receive text messages on special offers, including a $50 off coupon on your very first purchase. After signing up and adding an item to my cart and entering the discount code I received from them (50giftnow), the discount code would not work. I went back and forth over email several times regarding my concern and they continued to hound me to complete my purchase (via text). I finally received an email reply from the owner, ********************, who decided to inform me that the discount is "only good for purchases over $599." Nowhere is this explained when you sign up via text messages. In fact, the only information you receive is that you will receive $50 off your very first purchase. This is false advertising at the minimum.

• Initial Complaint

  04/17/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On March 16th 2023, I have placed the order for two items (order #*****):1. Nautilus Instinct Adjustable Abdominal Decline Bench 2. Hoist CF **** Commercial Back Hyper On April 15, 2023 (Saturday) I have finally received them item number 1 (after one month of waiting), delivered by Fedex.However, the seller sent the second item (Back Hyper) via Roadrunner Freight and that delivery service doesn't deliver on Saturdays - Monday-Friday until 5 pm only, when majority of hard working people is - AT WORK!The customer service contacted me and had the nerve to tell me I agreed to the conditions of delivery when I placed the order - who in their right mind would think that a business would be so poorly managed not to have flexibility in delivery outside of the regular business hours?!?I want my item delivered asap during my availability times as explained to the customer service. It's not my problem how they're going to do it (give it to ****** etc.).Don't purchase equipment with this seller - you'll wait for your delivery for one month minimum, and if you don't have anyone at home during the regular business hours, you'll probably never get your item! Shameful and disgraceful!

  Business response

  04/25/2023

  We are pleased to confirm that this customer's product has been successfully delivered as of April 20th, 2023. We apologize for any inconvenience that *** have been experienced in the process of delivery, however all orders are shipped via common freight carrier and can only be delivered Mon-Friday and not after-hours or on weekends. This is clearly outlined in our Terms and Conditions page which has to be agreed by every customer in order to complete their order.
  
  
  

  Customer response

  04/25/2023

   
  Complaint: 19946146
  
  I am rejecting this response because:

  It is true that the item was delivered, however, only because I have offered the solution to the business to have the item delivered to my workplace. They were completely incompetent and incapable of finding the alternative solution for the issue at hand, and if I haven't offered to have my item delivered to my workplace, I probably wouldn't get the item. My husband and I had to place it in our car, deliver it to our home, and carry the item to the 3rd floor.

  I want this response published on BBB website, as a warning to people to NOT purchase anything from The Fitness Outlet, because they partner with the horrible ******* service called Roadrunner Freight, and they're completely incompetent to solve any issue that's outside the book.

  Even though I got the item in the end (solely thanks to me and my husband doing the job of The Fitness Outlet), I'm not satisfied with the service.

  
  Sincerely,
  
  ***********************************, PhD

• Initial Complaint

  01/11/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  10/03/22 Purchased (Online) from The Fitness Outlet (TFO) a EXM3000LPS machine serial **********************. Paid $5108 for the machine and $589 for assembly. Got Machine in 2-3 weeks 11/10/22 TFO thru' GoConfigure (GC) sent out their associates to assemble the machine. However GC associates claimed that there were missing parts and therefore couldn't complete the assembly.11/11/22 I emailed & called GC informing them that the assembly order was not completed, GC sent an email stating that they were aware and were waiting for their associates to provide the missing part numbers before they could report to TFO.11/21/22 I called GC for a status check. CS rep informed me that they were waiting on TFO to send out the parts for them come out and finish the assembly. Called TFO (Spoke to *******************) but he said TFO was not aware. **** asked that I send the serial number for him to follow up. Sent email, same day.11/30/22 I called GC and they said they were still waiting on TFO to send the parts to me. I called TFO and ******************* told me that they had not received a list of the missing items but that he would call GC. I emailed GC expressing frustration 12/12/22 ******************* emailed and informed me that they had sent a request to the manufactured but they were having issues but that TFO would request for the parts again. I received the "said" parts in approximately 7 days.12/21/22 Called GC to tell them I had received the parts. GC Rep told me that due to the holidays, someone would call me on Dec 27 to schedule the assembly.12/29/22 GC Rep called me and said an associate would call me to tell me when they would come to finish the job.01/05/23 Notified GC that no one had called. GC stated that I an associate would call me in a day to schedule assembly. I emailed TFO and asked for a refund. TFO did not respond.01/09/23 Notified GC that no one had called. GC associate said she would escalate to supervisor and I would receive a call in day. No one has called since.

  Business response

  01/25/2023

  Hello,

   

  We hired another technician to fix and assembly the gym and sent the customer a partial credit for the assembly. We believe we have satisfied all the customers issues in his complaint and that this has been resolved satisfactorily by both parties.

   

  Thank you,

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

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

• Initial Complaint

  10/12/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On December 15, 2021 order #***** was placed for a Brunswick pool table $3,195 and table tennis conversion top $405. A total of $3,600 was paid to Fitness Outlet on 12/15/21. Shipping was delayed and the items were received on September 13, 2022. Both items were damaged. The slate for the pool table is cracked and the topper has a large gash in it. I am much more concerned about the slate than the topper. The pool table has no value to me without the slate; as it cannot be assembled without it. A claim was filed with ***** per fitness outlets request. ***** states the maximum allowed claim to be $50. This will not come close to covering the replacement slate or topper. Fitness outlet will not send either replacement unless we pay for it. We offered to return the products and they have also refused. Ive never been in a situation where I received damaged items and have been responsible as the client for paying for replacements. At this point, we have paid in full and received damaged items with no reasonable resolution within a reasonable time frame. I do not know what else to do.

  Customer response

  10/18/2022

  I am writing to inform you that complaint ******** has been resolved. The Fitness Outlet has agreed to send a replacement for the slate as well as the topper. They have also applied a $350 discount to the order. This exceeds what we asked for in a resolution and we are happy with the outcome. 
  
  Thank you, 

*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. ↩