Business ProfileforThe Fitness Factory Edmonton

On August 19, 2022 my wife and I bought a Smith Machine from The Fitness Factory Edmonton. We were promised key features were included, even though it wasn't set up on the floor. We paid for delivery and assembly by their professionals. We had to chase them down repeatedly to get a delivery date. Finally the delivery date came, September 7, 2022. After spending a long time in our garage, the two delivery guys **** and ***** said they didn't think they even had all the necessary parts - that pieces are likely missing, and that there were no legitimate instructions included. They said the only instructions were in Taiwanese on a streaming website. They advised us that we should call ****** **** ***** ** *** ******** and ask for a return and refund. We called the store, and **** ****** arrange for another service person to come out the next day named *****. He arrived at the same conclusion - he wouldn't be able to put this together. I called **** back and asked for it to be picked up, and to be refunded in full for the equipment, delivery, assembly charge, and mileage charges. He said "Don't worry - you 100% won't get stuck with this. Please be home on Friday, and we will come pick it up". We made sure we were at home for a 3rd day in a row for them. No one came on Friday. I called **** on Monday about when they were refunding me and when they were picking up the equipment. He told me that he "had to wait and get direction from his boss". When I asked why they wouldn't just refund me for defective equipment they couldn't assemble he said, "well... I mean... you guys took it out of the box, so...". For the record, I have never touched a single piece of this equipment. His installation guys have been the only guys who touched it, and they couldn't assemble it. **** has flaked on me, and I want a resolution where they refund me in full and take this defective equipment away.