Gymnasium Equipment
OxeFit, Inc.This business is NOT BBB Accredited.
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Complaint Details
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Initial Complaint
10/29/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Same issue noted by several others. I ordered an XS1 machine on June 17th of 2024 based, in large part, on the 1-3 weeks delivery time stated on the Oxefit website. I financed the purchased through the advertised 0% offer through Affirm, which was made available through Oxefit's checkout process. After following up over the next several weeks, I was advised that my order would not even be potentially available for delivery until the end of August, at the earliest. I cancelled the order on July 1st 2024 and received confirmation from Oxefit almost immediately. Despite the confirmation and numerous follow up emails and calls (including an admission and apology call from the Chief Operating Officer of Oxefit), Oxefit still has not processed my cancellation/refund. Now, more than four months later, Oxefit continues to delay in processing the cancellation and, as a result, Affirm is demanding payment on a loan for a product that was falsely advertised, never delivered, and cancelled immediately. ****** has now reported the delinquent loan payments to the credit bureaus even though I provided evidence of the cancellation and other communications with Oxefit **** where they have freely admitted this is their issue. What I expect is happening is that Oxefit is in financial trouble and is taking serious financial and reputational hits as a result of recent events and is trying to delay processing valid cancellations/returns out of fear of the resulting impact on revenue and shareholder reports. I am following up with a number of different mechanisms to address this issue, but I want to make sure that I share this information about Oxefit and Affirm to help people avoid making this same mistake of doing business with either of these companies.Initial Complaint
10/29/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I purchased and Oxefit machine and accessories on May 30, 2024 for the amount of $5,847.00. They told me my product would ship out in 1-3 weeks. by July 10th I still had not received my product so I emailed them. They said that there were sorry its taking so long , but my product was set to ship the week of Aug 5th. So I waited till August 6th to email them again to confirm it was shipping out that week. They told me unfortunately it would be another 2 weeks. I email them again August 22nd to see what was going on they said that they were waiting on a part and pretty much had no clue when I would get my product so at that time I asked to cancel my order and issue a refund. He replied right away saying they would cancel my order and it would take 30 days to get my money back. by October 5th I still had not received my refund so I emailed again. They said they would talk to upper management. After emailing another couple times they finally told me my refund would be issued by end of day or end of we4ek at the least. That was last week and I still do not have my refund.Customer response
11/13/2024
Since it's been over 2 weeks and no response I have disputed the claim with my bank.Customer response
11/27/2024
I put in a dispute with my bankInitial Complaint
10/28/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I placed the order for this workout unit on July20th ****** hrs later after I placed the order and paid for it in full using my debit card, I called and requested to cancel the order.a person from that company name *** emailed me and try to convince me to keep my order, I told him I already made up my mind and it was a mistake to order that unit, and I want a full refund and be sure no to ship the unit,they accepted to cancel the order and promised to refund the money within 30 days.I never received any refund, so I contacted them again 3 days ago, they said the same thing like they told me before, so I told them I think this is a fraud and I will report it and I will dispute it with my bank.I only need them to refund my money back in full for the amount of $6113.90.Business response
10/29/2024
Customer's order, ********, was refunded in full on October 25th for the amount of $6,113.90.Initial Complaint
10/08/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Just purchase the xs1 system. Bought it towards end of last year and just got done paying for it. Machine totally crashed and wont turn on. Repair team comes out and say that cant fix it, they need someone else to look at it cause they cant figure it out. So I am getting invoiced for this visit in which nothing was fixed and then someone else has to come. And oh Ofcourse the short warranty just expired right? So all repairs will be on me. So, it looks like I have a $7500-8000 piece of junk in my house that does nothing right after 8 months to a year. And didnt even get to uses it that much. What the hell?Business response
10/09/2024
Customer's OxeFit XS1 was delivered on 06/07/2023. Per OxeFit's limited warranty, listed on the OxeFit website and attached here, the components that will need to be replaced are covered for 1-year from the delivery date. The warranty that covers the service expired 1-year from delivery, 06/07/2024. OxeFit did everything possible to remotely troubleshoot and diagnose the issue, but determined on-site that another repair route will be needed. The customer will only be charged for the service that resolves the issue and will only pay for the parts that are used in the final repair.
Initial Complaint
09/07/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
DO NOT PURCHASE ANY PRODUCTS FROM THIS COMPANY. I was missing a couple exercise accessories from my XS1 upon initial delivery/setup of it. After reaching out to the OxeFit customer support team, *** *********************** representative) responded back to me saying the specific items in question, Paddle stick and Row bar, were on back order and that I would need to wait about a month to a month and a half for them to be back in stock, not even delivered! After expressing my frustration about not being able to use these accessories, *** emailed me stating that I would be compensated for the delay in getting the missing accessories which never happened. I also requested a credit for my monthly subscription since I was not able to use all of the exercise programs without the missing accessories which ***, again, mentioned it would be credited to my account and, again, failed to fulfill. Feeling frustrated with not being able to use all of the exercises my monthly subscription fee includes due to not having certain exercise equipment, I requested a refund for the product in full. *** reached back out to me and accepted the return and refund back in July 2024. We are now in September 2024, ask me if the OxeFit has been returned and refunded yet, NOPE. *** keeps telling me that he has escalated the return to management who are the only ones that can process the return and get the logistics team to schedule a pickup. How does a company that sells a $5k exercise machine not have the logistics to get a crew to pickup the machine 2 months after accepting the return? *** provided me with the **** name and email (**** *****) who is now neglecting/refusing to respond to my emails about getting the XS1 returned and refunded. I have been battling this company for 2 MONTHS to get this thing returned with absolutely no progress whatsoever. OxeFit is poor in customer service and sketchy for sure. I hope to get this resolved without needing to go to court but, it may soon come to that.Business response
09/23/2024
This customer's ********************** XS1 has since been picked up and returned, as well as the refund issued.Initial Complaint
08/29/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I ordered an Oxefit XS1 on 7/21 for $5,439.22 but unfortunately had to cancel the order on 7/24, before the unit shipped. I was told a refund would be applied to my account since this is obviously within the return window and the item had not shipped yet. It is now over a month later (8/29) and I still have not received a refund. I have sent at least 10 emails checking on the refund status but nobody seems able to process it.Initial Complaint
08/22/2024
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
I purchased fitness equipment from Oxefit on June 14th to the tune of nearly $6000! They said shipping would be 1-3 weeks from date of purchase. It has now been over 2 months and they still have not produced the product I ordered and continue to use the excuse that they had more orders than expected and can't keep up. Today, 8/21, I got the same response and was told they "estimate" another month before I MIGHT get my order. I'm not holding my breath. They have offered now 9 months of free subscription service, which lets be honest, doesn't cost them a thing and I know it. I've requested further compensation for the continued delays, but they won't do it unless they refund the entire amount most likely. We just want the product that I have already purchased! They took $6k and I have nothing to show for it.Initial Complaint
07/26/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I made a purchase through Affirm with Oxefit on June 10th, 2024 and I canceled that order via email confirmation on June 11th, 2024 as I wasn't able to see the product in person as well as bad reviews I have heard about the company. Well today is July 26th, 2024 and no refund, no communication with affirm or update as well, as I constantly email requesting one. I am then told that someone will get back to me and never does. I was told by customer service via email on June 11th, 2024 I was told that refunds take up to 30 days to process and we are past day 45 now with Affirm confirming they have not refunded anything. On July 17th, ************************************************************************************* an update and AGAIN nothing. I've asked for a manager or supervisors information and didn't get that either. I just want Affirm to receive the refund and will never do business with Oxefit.Initial Complaint
07/23/2024
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
I purchased the oxefit on May 12th with an advertised shift date of 1 to 3 weeks. On June 13th a company representative named *** established via email that they could not confirm any ship date in the future and offered a refund. *** wrote that a refund could take up to 30 days. 30 days later I wrote an email checking in on the refund as it had not been posted, *** responded and said that he would speak to the team and the refund should go through shortly. A week later on July 19th, 37 days after the refund was requested I emailed *** again and was assured that the problem I've been escalated and would be solved quickly if not immediately. Now on July 23rd, 41 days after a refund was offered, nothing has happenedInitial Complaint
07/22/2024
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
Order canceled, order not delivered and still been Being billed , account Reported delinquent, need resolved
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Contact Information
Customer Complaints Summary
44 total complaints in the last 3 years.
40 complaints closed in the last 12 months.
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