Complaints

• Initial Complaint

  12/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I ordered a set of adjustable dumbells and a workout bench, and the order went through with payment accepted and a delivery fee of $75. I was ok with this as I am reasonable and it is heavier items. A few days pass with no updates and finally, 4 days later I get an email requesting I pay an additional $619.90!! Are you kidding me? I paid just over that for the equipment! Asked to cancel my order and still nothing. I had a truck cap shipped to my location for $100 and it was much heavier. I have emailed several times and had no reply nor have they refunded me. I also so find it amusing that they responded to my rating on trust pilot within a day and told me to check my junk email..which I did and nothing. ***** **** **** **** **** ***** *** ********** ** *** ******** *** *** *** ****** ********** I would not do business with a company like this.

• Initial Complaint

  27/03/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Purchased a dumbbell set, rack and workout bench. Shipping was $200, after ordering Better Body emailed saying an additional $250 was due for shipping because of my location. I paid. I ordered from BB as they ship from within ****** and I did not want duty fees. On Feb 23, I received the bench and dumbbells. I then received another shipping noticed and figured it was for the bench but didnt look. In March 1, I got a call from *** that my packed arrived but I owed $152 COD. I explained to them the situation and they released the package. When I picked it up, the box fell apart. I emailed Better Body to inform them of the damaged box and fees for duty. This happened in the past with another company and they covered the duties without issue as they should not have shipped from the US. I have now been attempting to contact Better Body via phone and email since March 1. No one will call back. I receive some emails back and they state they are going to rectify the issue but are not. *** is now withholding any new packages I have, which I require for my employment so this is now affecting me majorly not to mention the bill being unpaid despite them saying they will fix it. I contacted *** today and was told ** made a claim for a damaged package March 5, nothing mentioned about the duty fees they claim are accidental and have already been paid and they are working on rectifying. I have been promised two phone calls, but have not once been contacted by phone. I am now being forced to pay the fees that I should not have incurred and are not being addressed by Better Body as they made a fraudulent claim with *** even though I clarified the box was damaged during shipping but the product was not. I attempted to write a review on BB but they did not post it and when I asked in an email, they stated it was only being used internally. Now I understand why they have such good ratings as they are clearly screening and only posting positive reviews. I have all of this in writing.

  Customer response

  27/03/2024

  The consumer contacted BBB and stated the complaint has been resolved.

• Initial Complaint

  16/11/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Nov 14 2023 $181.94 Business stated via email that they will refund ********* have failed to do so.Super slow/**** seeming customer support.Asked for an additional $25 after I had already purchased & paid in full Order #*****

  Business response

  17/11/2023

  Hi,

  We already processed the refund to the customer yesterday as requested.

   

  Best,

  Better Body Equipment

• Initial Complaint

  12/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 5/20/23 I ordered home gym equipment from the reported company and received the products that I ordered. I opened the packages and everything looked intact and not damaged. My order consisted of 2 adjustable dumbbells and a workout bench. I removed the 1st dumbbell and made sure the adjustable handle worked. The product worked, but had some minor issues with functioning. I removed the second dumbbell from the package and tried to adjust the dumbbell and it immediately did not work properly. The ratchet in the handle made a completely different sound than the other handle. I attempted to troubleshoot the problem before I contacted the company. After about 20minutes of trying to make the product function I was unsuccessful and decided to reach out to the company to receive a replacement. The initial email messages were being returned within *************************************************************************************** trouble shoot the problem and send them videos of the product not working. I did what they asked and they still didnt offer a solution to replacing a damaged product. I have not heard from them for a week. I have left multiple voicemails and additional emails without anyone reaching out to me since 6/2/23

  Business response

  28/06/2023

  Hi BBB,

  Apologies for not getting back to you sooner on this platform.

  We sent our response via email, but it appears that it should be done here. We are in contact with the complainant since you have messaged us and we are working with the resolution for the issue with his order as we speak.

  We will make sure to coordinate with him on a timely basis to make sure that we completely provide the best possible resolution that he seeks.

   

  Best,

  Better Body Equipment

• Initial Complaint

  04/01/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On Tuesday, November 15 I placed an order for Better Body Pro Adjustable Dumbbell Bundle | 5 - 52.5 lbs & Bench - Dumbbells + Bench × 1 totalling $541.18 CAD. On November 22, I was informed that because of my shipping address, they would need to charge an additional $119.03 (~22%) for shipping or cancel the order. I immediately requested the order to be cancelled, they said no problem. Here we are on December 28 and they have not yet refunded the order, despite it being cancelled. I have emailed several times and each time they say that they are a small business and I should be patient, but my credit card was charged on November 15 and it has been 6 weeks without actually processing the cancellation.

  Business response

  05/01/2023

  Hi there,
  
  Upon checkout, our policies are shown to our customers. Under our shipping policy, we advise them about additional shipping fees that may apply to rural areas. Regarding their refund, it has been successfully processed yesterday. I attached a copy of their order page to this response. We apologize for the delay. Please let us know if you need anything else.
  
  
  Best,
  Better Body Equipment

• Initial Complaint

  29/11/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Date of Transaction: September 1, 2022 Amount for order: $603.47 What business committed to: Providing dumbbells and a workout bench Nature of the dispute: The dumbbells weights drop off while working out and they have fallen on my feet and chest during the first 3 days of using the gear. The workout bench arrived rusted in two spots and it's super unsafe. It wobbles and cannot be used while lifting heavy weights. The gear isn't the quality that was represented. Whether the business has tried solving the issue: I opened the gear from the boxes after we converted our garage which happened after their short 30 day window for their warranty or guarantee. As I opened the box the bench was rusted and during the first workout I noticed the gears on the dumbbells rotated both sides and that the magnets didn't hold the weights. I messaged them immediately about the bench asking for a refund and then I noticed the weights kept on having issues and I wanted a full refund as the quality of the products is not representational of the $600+ I spent. I have sent videos, emails, submissions and photos and still have not had any resolution. They offered me a $50 store credit which doesn't solve the unsafe gear that they are selling. I wanted to support a local business but I regret it so much now and I want buyers to beware of the lack of quality and customer service that this business has. I'm simply asking for a refund and to ship the products back but they are not taking ownership that the fact that their gear isn't safe, doesn't work right and arrived damaged. Order number: ORDER #*****

  Business response

  01/12/2022

  Hello,
  
  We recommend customers to check their packages and advise us about any delivery issues within 3 days so we can verify the issue. We also have a 30 day return policy in case the customer changes their mind about the product. In case their product is no longer the return window, we do have a 2-year warranty so we'd still assist them regarding any issues with their product. The customer opened their product too late and we still offered to replace their item if they're willing to shoulder the shipping fee. Regarding the dumbbells, we also offered to replace the parts necessary so they have functional and safe dumbbells.
  
  The customer agreed to this resolution. Thank you.
  
  Best,
  Better Body Equipment

*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. ↩