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Business Profile

Exercise Equipment

Yesoul

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Exercise Equipment.

Complaints

Customer Complaints Summary

  • 15 total complaints in the last 3 years.
  • 14 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:06/11/2025

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I have a subscription that *** been trying to cancel but my emails are being ignored. Ive called the phone number but no one answers. I think Ive been scammed.

    Business Response

    Date: 06/12/2025

    Dear customer

    If you have already subscribed to our membership, you need to unsubscribe in the AppStore or Google Play. Only in this way can the subscription be cancelled.

    AppStore unsubscribe steps: https://support.apple.com/en-us/HT202039

    Google play unsubscribe steps: https://support.google.com/googleplay/answer/7018481

    Sorry for the inconvenience it may cause.

    Customer Answer

    Date: 06/14/2025

     

    Complaint: 23453354



    I am rejecting this response because: my subscription is through PayPal 



    Sincerely,



    Melissa Smith

    Business Response

    Date: 06/18/2025

    Dear Customer,

    We’re very sorry for the inconvenience this may have caused.

    You can cancel your subscription to our service directly via PayPal at any time. However, we regret to inform you that we are unable to process a refund for the payments that have already been made.

    Thank you for your understanding. If you need any further assistance, please feel free to contact us.

    Best regards,

  • Initial Complaint

    Date:05/07/2025

    Type:Service or Repair Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I ordered a Yesoul spin bike on 11/24 2024. The bike arrived in December. I used the bike for a few months and the belt shredded and fell off. I felt it was an unsafe and defective bike. I requested a refund. Yesoul was very reluctant to refund my money and wanted to replace the belt. I refused and insisted on a refund. They finally agreed, sent me a shipping label, required me to take the bike apart and repack it in the original packaging. I did everything they asked. They received the bike. It took several weeks for them to process it at their processing center. After many emails asking for my refund, they continue to make up excuses as to why it is taking so long. It has been well over a month since I returned the bike. The last email said the bike was processed and I would get my refund with in 5 working days. That time came and went. I just received another email after once again asking where my refund was, and they responded it is a national holiday in ***** from May1-5 so my refund is delayed. There is no contact phone number, and the only way to communicate with them is through email.

    Business Response

    Date: 05/08/2025

    Dear customer,

    Thank you for your message.

    We will issue you a refund within this week.

     


    Customer Answer

    Date: 05/13/2025

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    Sincerely,

    **** ******

  • Initial Complaint

    Date:04/22/2025

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I purchased a bike from yesoul and the said it has a 3 year warranty. the monitor for the bike does not stay in place and I asked them to send a new monitor and attachment and they have not responded. I would like someone to reach out to address this problem and send a new one or refund me.

    Business Response

    Date: 04/23/2025

    Dear BBB Representative,

    Thank you for bringing this matter to our attention.

    After carefully reviewing the customer's concerns, we would like to clarify that the issue reported relates to product usage rather than a manufacturing defect or quality issue. As such, it falls outside the scope of our warranty coverage, which is clearly outlined in our warranty policy.

    At YESOUL, we are committed to providing high-quality products and exceptional customer service. While this specific issue is not covered under warranty, we remain dedicated to assisting the customer as best as we can.

    We understand the importance of a smooth and satisfactory user experience and regret any inconvenience the customer may have encountered. We remain open to continued communication with the customer to ensure they feel supported and informed.

    If there are any additional details you require or if further documentation is needed, please feel free to contact us at any time.

    Thank you again for the opportunity to respond and for your continued support in promoting fair and transparent business practices.

    Sincerely,

    Best regards,

    Customer Answer

    Date: 04/24/2025

     
    Complaint: 23235246

    I am rejecting this response because:
    It is a manufacturer issue and they promised me 6 months of free service which I have yet to receive.

    Sincerely,

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

    Business Response

    Date: 05/07/2025

    Dear BBB,


    We are continuing to communicate with the customer regarding their recent issue. Unfortunately, the product they purchased is no longer in production, and as a result, we are unable to provide the specific screws required to secure the screen.


    To resolve this, we will inform the customer about the appropriate s**** model needed for the screen fixation. Additionally, we will issue a refund to the customer so they can purchase the necessary screws on their own.


    We sincerely apologize for any inconvenience this may cause, and we will ensure that the customer receives all the necessary information to complete their setup. We are committed to providing the best support and will continue to assist them throughout the process.


    Thank you for your understanding, and we will keep you updated on any further developments.


    Best regards,

    Customer Answer

    Date: 05/15/2025

     
    Complaint: 23235246

    I am rejecting this response because:
    I never received the refund promised 


    Sincerely,

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

    Business Response

    Date: 05/17/2025

    Hi there,

    We are in the process of returning your compensation.

    It is expected to be returned to you next week.

  • Initial Complaint

    Date:03/18/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I purchased a yesoul bike in December of 2024. The bike was 499.99$ not including tax and shipping. The bike was delivered to someone else that was not me in a different state that's not mine. I have reached out multiple time on 3 different platforms of communication. They refuse to resend the bike or issue me a refund. I have tried multiple times to get this resolved. I have emailed told them that I will report them if they do not respond within a certain amount of time. That time has now passed. I am trying to either get my bike or get a refund.

  • Initial Complaint

    Date:03/18/2025

    Type:Delivery Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Ordered a Yesoul Bike on March 12th 0r 13th, the bike was delivered on March 16th, started putting the bike together and the base with the wheels would not fit on the bike, once I took a closer look. The reason it would not fit flush because the frame is bent. I emailed costumer service and also tried to message their social media pages but no reply. They don't have a phone number so I'm contacting BBB for help to reach them.

  • Initial Complaint

    Date:01/17/2025

    Type:Sales and Advertising Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I purchased a treadmill from Yesoul for the new year, and the sent me a faulty equipment. The equipment was faulty and shut down the electricity is the electricity. I reached to Yesoul to report the issue and informed them that I want to return the treadmill. The customer asked me 3 times to record a video for them, even though that the machine had electrical issue, and I cannot plug it again. I have to explain to them that it is safety issue before they agree for me to return.After the returned equipment has been delivered, Yesoul is refusing to refund the money paid. Please beware of the great reviews. They are fake.

  • Initial Complaint

    Date:01/16/2025

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I purchased a Yesoul G1M Plus Bike. The screen resolution is poor and the display ?plastic? (not glass) causes a blurring. The product listing details the screen-casting capability as something really special--but it does not explicitly indicate that the product does not have a touchscreen feature. The product page needs to have a clear disclaimer that the product does not have a touchscreen. The company employs marketing that the product is quote "the Peloton killer" and individuals using the bike in the marketing engage with the interface as they would on a Peloton--it looks like a touchscreen. It is just pure false advertising.The sound bar does not attach securely, a vigorous ride would cause it to detach. Too, the handlebars wobble and cannot be tightened further. The return policy page is very brief and leads the customer to believe they will be eligible for a refund if there are quality issues like this. However, even if approved, the return/refund policy leaves the customer paying $100 restocking + $100+ shipping fee. This aspect is very hard to understand from the page. The company must more explicitly indicate that the customer *might* be refunded maybe $99 after these fees. The bike costs $399 (with a discount code), half the cost of the product eligible for refund--a $200 loss to thecustomer.That's outrageous. That's a scam.I have screenshots of my exchange with Customer Support, including a comment that the sound bar falling off is "not a quality issue" and that "You can't just start looking for reasons and say it's a quality issue just because you have to bear the cost." Wildly unprofessional.I am submitting this report because Yesoulemploys falseadvertising, blatantly produces poor product quality, and institutes predatory customer refund policy. I reasonably expect a full refund without the racket of sending the product back.

  • Initial Complaint

    Date:01/09/2025

    Type:Delivery Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On Novemer 2, 2024 I purchased the T1MPlus treadmill from Yesoul for $699.99 I received a $100 coupon and paid $599.99 through ****** transaction. Very ***** of this company I did review and look up the actual company and reviews before making the purchase. I initially reached out to the company on November 11, 2024 to find out the status of shipment as I had not received any notification on when the item would ship, I was informed the item was out of stock and would not ship until December 15th. As December 15th approached I was this advised it would be delayed further until December 19th. At this point we had reached a month waiting for the item to ship. I asked if it did not ship at that time I would like a refund as the order was placed back on November 2nd. The Treadmill did in fact ship at that time to which it was delivered to the wrong address. Which I informedn both the carrier and manufacturer. I have been given the run around since this date. I have opened a case with both ****** to which I am being denied as the item is said to be delivered, however it was delivered to the wrong address. Which is what has been explained several times and the seller has refused to file a claim and I am currently out of $599.99

  • Initial Complaint

    Date:11/19/2024

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    11/16/2024 Placed order online for exercise equipment.11/17/2024 Started research and realized this piece of equipment was not appropriate for my situation and made multiple attempts to cancel order. The company has NO ONE to talk to and when the company finally responded they said there would be a ****** restocking fee for equipment that was not shipped yet; stating the cancellation came more than 24 hours after initial order was made. There was absolutely NO disclosure regarding this policy. I called my credit card company and the initial charge was still pending however the company has NOT issued the refund as requested.

  • Initial Complaint

    Date:10/11/2024

    Type:Delivery Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Re order YESOUL34028. A yoga mat was to be delivered. I initially received email 10/4 saying our fire delivery. Did not come that day days delivered later but did not receive. I wrote customer service who sent picture but did not receive. This was really poor service

Yesoul is NOT a BBB Accredited Business.

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