Complaints

• Initial Complaint

  12/15/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I am writing to express my complete dissatisfaction with your customer service and shipping process.On December 9, 2024, I ordered a B52 All-In-One Home Gym, an adjustable bench, and the ultimate workout set. On December 12, I received an email stating that the All-In-One Home Gym ***** Machine Spirit B52 is on pre-order, expected to ship the week after December 13. I had to call to clarify what was actually being shipped, only to encounter horrendous customer service. The representative I spoke with had a noticeable language barrier and could not understand my questions, wasting 45 minutes of my time with no ****************, I received my adjustable bench and only 2 out of 4 boxes for the All-In-One Home Gym. When I checked your website for the remaining boxes, the tracking numbers provided showed no information. This is utterly disappointing and makes me regret my decision to purchase from your company. I should have trusted my instincts and chosen a more reliable option.Considering the significant amount I spent, this experience has been nothing short of frustrating, and I have little confidence that it will improve. I demand to know the whereabouts of the remaining equipment and when it will arrive. Additionally, ***** was two days late with the delivery of the items I did receive.This situation is unacceptable. I expect a prompt resolution.Order #*****

• Initial Complaint

  08/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Pre-ordered the weight stacks for my B2 and was initially excited for them only to find ***** decided to throw them off their truck for delivery leaving all the plates heavier blemished and dinged. I contacted ***** and they sided with me that this issue will be remedied locally with the driver and saw they were at fault and to seek out a claim with Major-Lutie (fitness) they offered me $35 to keep the current weight stacks $900 for the set, I requested the Leg extension as compensation considering they can claim the insurance on the damages and forgo the logistics of replacing these, but thats beyond what they can offer as compensation to them. They come back with offering me $50 off, thats still a no for me. $900 for the set and the best they want to offer me is $50 for what ***** did, they even explained to me that even replacing them that the next set could end up damaged this way again and that I should just accept the damages how they are. They stated that theyll provide labels but no boxing or scheduled pick up for them, if I were to go for replacement, so theyd also want me to do all the work to fix this issue. I had trouble with my B2 delivery last year with ***** and complained about them using them as a courier and even Reddit is blown up with how mismanaged ***** is and they still use them. I dont find this acceptable at all, I will be filing a complaint with BBB and possibly filing a dispute with my credit card.

• Initial Complaint

  08/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Date of transaction- February 25, 2024 Amount of transaction- $1,429 Details of dispute - I emailed this company multiple times to see if this product would work with my wall and was given false information. When the product arrived and I was a majority of the way through the installation, I became aware and it was too late to send it back. It became a very costly and time consuming installation and I'm not satisfied with how it had to go in. - When the leg attachment arrived, it was warped and unlevel. This made it virtually unusable unless I wanted to have to awkwardly adjust my body angle and have to support myself on the side it sloped down. It also caused significant damage to the column of the rack I purchased the first time used. I was told this was due to significant use and they would not be standing behind the product. Keep in mind this was after minimal use. Photos attached. - One of the hand straps tore apart after minimal use. When they sent a replacement, it was a different size and did not match the other. This simply shows the attention to detail from this company. Photo attached. - The was a gift offered for a video review of the product. I left an honest video review and it was deleted for not being positive and the gift was not sent to me. That is not a huge deal to me, but I want potential customers to know they are not seeing all reviews and there will be a number that are filtered out by this company. Email correspondence attached.

• Initial Complaint

  07/12/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  Ordered a $2,029 peer rack with bench and weights. ***** delivered the items in front of my garage ***** was driving away as I pulled up the bench box was open even in the ***** picture the box was open. Contacted major fitness 10 mins after delivery. To inform them that it was missing a part. I was informed they would look into it. After awhile in the same conversation they instructed me that I would receive an email with the shipping of the missing part. I sent pictures of the missing part as well. I didnt receive anything the next day so I contacted them again and was told it takes time the 2nd day I received the tracking number the part is taking over a week to ship. When the original order was overnighted. The original order came from **. This part is coming from ******. I asked for a manager to contact me and that hasnt happened, I asked for compensation for paying over 2 thousand dollars and not having a useable bench. Their customer service is horrible. I was offered $20 on my card or $30 in store credit as if I would buy anything from you again. This could have been avoided if they would have overnighted the missing part since they failed to deliver this item. Instead they blamed *****. Stay away from this company it is a scam. I think you should refund 10% of the order since you failed to deliver a usable product the first time.

• Initial Complaint

  05/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a very expensive ***** machine rack from Major-Lutie that has given me nothing but issues. I reached out to them in an attempt to have some sort of replacement for defective parts on the rack I purchased, but was refused and asked to pay for the parts myself if I desired it. I advised them how that is unfair and unjust since I was working their product within advertised weight limits & as intended, and it shouldnt befall the customer responsibility under cases as this, but was told I was out of luck. Now Im left with an unusable expensive piece of machinery and a horrible customer service experience to boot.

  Business response

  05/31/2024

  Hello, 
  sorry to bother you, could you provide us with the customer's order number and the email address used when contacting us? We did not find any orders for the email address ************************** in the background. After confirming the customer's order, we will reply according to the actual situation. 
  Thank you for your understanding.
  Sincerely,
  MAJOR FITNESS

• Initial Complaint

  05/12/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I requested a return of a set of items that I was unaware of when purchasing the equipment. Since it was not made clear that the equipment came with certain items, I proceeded to purchase the accessories I felt I needed. When I received the equipment, it was discovered that the equipment came with a set of "J-hooks". I contacted the company and asked for a return which is guaranteed on their website for 35 days. They claimed that I should have been "Aware" and it is my fault for ordering the extra "j hooks" I dispute this highly.

• Initial Complaint

  05/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Got an email about discount and $100 off a product (sprit B52) went to purchase it and the price was not $100 off. I contacted the seller via telephone they ask that I send them prof . I did send photo and screen recording video and was told they will get back to me soon . They never did today I reached out and asked for an update and was told by ******* its an error . Explained they should upheld the $100 off since its was there error and its misleading they refuse to do so

• Initial Complaint

  08/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased this item on Amazon for $1,309.94. There were several parts to arrive damaged. 2 pieces were missing. I contacted the company through Amazon immediately to determine delivery date of the missing items and damaged items. Its been 5 weeks and I am still waiting on the missing parts. They promised a credit of $250.00 which I thought was low consider the damaged pieces and I still cannot use this item. No parts and no credit. Every time I email this company I get an excuse as to why it hasnt not arrived. They are not transparent with communication and not honorable with their word. I am looking for resolution.

  Business response

  09/11/2023

  Hello Better Business Bureau.
  I apologize that this is a late reply regarding Complaint ID: ********, I have attached for you the details of our email communication process with the buyer and our proof of refund and reissue for the buyer, as well as the return label that we provided after the buyer requested a return.
  We have been trying our best to communicate with the buyer positively about the solution and provide the buyer with appropriate compensation, but the buyer was inconsistent in his statements, which caused us a lot of trouble and threatened to intimidate us, I will explain to you in detail the cause and effect of this incident.
  1. After the buyer indicated that he was missing parts, in order to ensure the accuracy of the replacement parts, we had confirmed with the buyer three times whether he needed the triangle connecting piece, the buyer clearly indicated that yes, there was no mistake, but after the buyer received the product, he said that the replacement parts we sent were wrong, and not what he needed, and demanded us to make a high amount of compensation, but we had already confirmed with the buyer which parts he needed, clearly before. However, we had already confirmed with the buyer which parts he needed, and the buyer was not sure on the phone, and changed his words to say that he didn't confirm which parts he needed, and asked us to resend all the parts, finally, after negotiation, we agreed with the buyer's demand, resend all the parts, and provided the buyer with a refund of $200 compensation.
  Can you imagine you confirmed with the buyer several times which parts he needed, and after the end of the re-send, the buyer told you that he didn't know what he wanted and sought a high amount of claim, can you understand how we feel?
  2.Due to the logistics problem, we have sent the parts to the buyer four times, three times successfully delivered, one time did not arrive, the logistics delivery time is not our decision, we have been communicating with the courier side, due to the logistics delays, the buyer expressed extreme dissatisfaction, we once again provided the buyer with $50 compensation.
  (You can check the pdf for the logistics information about the replacement parts)
  3. After the buyer received all the parts, he expressed his dissatisfaction with our handling plan, so we again provided the buyer with $100 compensation, the total amount of compensation before and after the three times is $350, please check the refund record, not $250 as the buyer said.
  4.We asked if gifting him an Olympic barbell bar worth $149.99 could change his satisfaction with this purchase in order to improve customer satisfaction, the buyer said yes the first time and he would change, but then he backtracked again and strongly stated that we would send him the product but he wouldn't change it, something he would want but wouldn't cooperate with us, which is really a mind-boggling behavior.
  4.Finally, the buyer said he wanted to return the product for a refund, we agreed to his request and raised the return label for him and waited for him to return the product and we would give him a full refund.
  Thank you very much for your willingness to take the time to deal with this case, MAJOR LUTIE has always been committed to improving the quality of customer service for our customers and this will not change.
  We apologize for any inconvenience this may have caused you.
  Thank you for your understanding.
  Sincerely.
  MAJOR LUTIE

  Customer response

  09/14/2023

  I am unable to load their own instructions that state not to use damaged equipment. I have filed a complaint with the third part department in Amazon. They have ruled in my favor. I have asked Amazon to review their seller contract and unprofessional tactics. The facts are it took them 7 weeks to deliver missing parts. Their own emails state they offered many time to compensate me. They offered many different additional gift items that have never arrived. I only received traction after the BBB complaint. 

  Business response

  09/15/2023

  Hello.
  Many of your claims are not valid and contradictory, you can check our chat logs and phone communication logs as well as the timeline of our refund for you on the relevant platforms.
  1. point of contradiction: you made a complaint with the BBB on August 26th, but our time to see the response was on September 11th. Prior to August 26, we had daily correspondence and provided you with a $200 refund reimbursement.
  2. point of contradiction: the time you received the parts is not the time the BBB replied to you, so after we replied to the BBB, and before the BBB replied to your message, you actually received the parts that we replenished multiple times, and it is not a fact that you became aware of after the BBB replied to you.
  3. point of contradiction: we made refund compensation for you three times before and after, the compensation amount before and after added up to $350, all of these are because of the logistics delay, you are very dissatisfied, we made cash compensation, I'm not sure why you have to falsely claim that you only received $250 like the BBB, and we have a clear record of proof of refunds.
  4. point of contradiction: we indicate very clearly in the email that we want you to have a good customer experience, but it's not clear to me that you didn't promise but must obtain.
  5. Point of Contradiction: We have been trying to resolve the issue for you in a positive way, we have agreed to almost any of your claims, you asked for compensation, which we made, and after the compensation you backtracked and wanted to return the product, which we agreed to and sent you a return label.
  6. Point of conflict: After you asked for the return of the product, we made a return label for you without you having to pay anything, but you never returned the product and didn't respond to any of our emails, obviously we had been in close contact before, and you disappeared after we agreed to your last request. Please understand our stupidity, we are really not sure what your claim is anymore.
  7. we again apologize for the bad shopping experience brought to you, we have been working very hard for you, just you every time to overturn their previous decisions, every time after the negotiation of compensation, you yourself and overturn their previous claims for compensation, we every time to cooperate with you, when you finally made the decision to return the product for a refund, we also agreed to your request, you send out the product, we will immediately refund for you! , you don't need to pay anything.
  Finally, can you actually tell us your claim clearly? If your final claim is to return the product for a refund, we have already made a return label for you and have already sent you a return label through the platform on September 11, you can make a return and we will definitely make a full payment for you at the first time after the return.
  Thank you for your understanding.
  Sincerely.
  allen 

  Customer response

  09/15/2023

  Seller used contradiction points to articulate compensation. I am willing to agree the seller compensated me for the horrible logistic nightmare. 7 weeks to send missing parts. What the seller and myself will disagree on is the professionalism and timeliness. My Claim as the seller so professionally articulated and I quote Please understand our stupidity, we are really not sure what your claim is anymore. I will ask the seller to review their own assembly instructions accompanied in the box. On page 3 titled Please red all instructions carefully before assembling or operating this product. Point #4 states- If this equipment or parts are damaged, do not use it again to exercise. On July 24, 2023 I alerted the seller the S1 & S2 vertical bars arrived damaged. Thats claim A- Claim B is the seller offered me a Leg extension on July 25, 2023, and on September 4, 2023 I was offered a 4 ft short bar as a gift. I have accepted both gifts, but it will not reverse the poor experience. It felt more like a quid pro quo from the seller *****. I have also communicated to ******* introduced herself as a manager the damaged parts and provided photos. Providing a return with no cost on a damaged item is not a gift as the seller as insinuated. 

   

  Business response

  09/19/2023

  Hello.
  I'm sorry for the bad shopping experience, again.
  We have followed your instructions and sent you a return label, in view of the fact that you believe that the product with minor wear and tear is not safe and you are still not satisfied despite the compensation made, we are not sure what can be done to make you more satisfied, we have agreed with the idea of returning the product for a refund as expressed in your last email and a return label has already been made for you, you can contact *** to make a pickup, you No need to pay anything, we have paid the pickup fee and product fee in advance, after *** picks up the package, you can contact us and we will give you a full refund.
  We have been committed to providing customers with quality customer service, in the process of your consultation after-sales, we have been actively working to provide you with solutions, logistics lead to the delay of your parcel we are also very guilty, so every time we have provided you with compensation, but we all know that ***** and *** have a distribution of the time limit, it is really not something that we can decide as a seller, of course, we also have a certain degree of responsibility, this Can not all blame on the logistics.
  We also apologize for the series of inconvenience caused to you, once you send the product, logistics information has been updated, we will immediately provide you with a full refund.
  Also about the deal you mentioned? I don't really understand it, I have explained it for you before in an email, but it doesn't matter anymore.
  Actually our mutual solution is very simple, you want to return the product for a refund and we have already agreed to that in the first place, you just need to return the product and we offer you a full refund. That's the end of this case, if you have any other claims or questions, we'll be happy to answer them for you.
  Finally, we have once again included a return label for you.
  Thank you for your understanding.
  Sincerely.
  *****
  
  

  Customer response

  09/20/2023

  The seller cannot identify major damage from minor damage. I will ask the seller to review the original pictures of S1 and S2 I provided in July. I also provided the pictures to BBB and Amazon. Amazon has agreed the 2 pieces in question should not be used. The compensation was for the 7 weeks it took the seller to ship me the missing pieces. This equipment has not been used. To review the I was compensated for the 7 weeks of waiting for missing pieces. I have agreed with that compensation. My claim as it has remained from the beginning the damaged pieces. As well as the complimentary items the seller offered on two separate occasions. 

• Initial Complaint

  03/01/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  * 1/15/2023 * $1,716.44 * Link to Refunds: ************************************************************************************** * Contacted business on multiple occasions for a refund over a two week period after several issues with items purchased. No resolution has been provided.* I spoke to two different representatives who were informed there was nothing that could be done to make me keep the product. They both stated they would begin a return for me and contact me by a certain date. They both never returned contact.* Order #****

*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. ↩