Reviews

Review Details

• Review fromChad O

  Date: 12/16/2024

  1 star
  I ordered a bench on 12/8/24 and immediately tried to reach them the next morning to make sure it was compatible with a leg extension. I got a response the afternoon of 12/9 saying it's not and to order a different model. I asked to cancel the shipment but was told it was already on the truck but they will reroute it back to them. I followed the tracking and can see it's not rerouted so I contacted them 3 times and was told each time it was good but now it says will be delivered on 12/17. They told me just to refuse the package, great idea when I will be at work. I fully intended to order the correct model from them but with this customer service run around I definitely will not. They screwed me on this as it's a Christmas present for my wife. Thanks Rep Fitness!

• Review fromMichael T

  Date: 11/13/2024

  1 star
  ******** customer service. I ordered the ********** adjustable dumbbells online and noticed that it said not shipping until 01/31/2025. However, there was no such warning when choosing the option to pick up at a warehouse (2.5 hours away from me) the very next day. I figured that the showroom may have extra sets available early which is not a terrible assumption. Especially when I received not one but two confirmation emails for my appointment (the latter only 1 hour from my scheduled pick up time). Well, I get there and no product. The warehouse manager isn't even really apologetic about it. Just tells me to contact customer service. When I do contact customer service, instead of taking ownership of what is clearly their mistake, I'm gaslit by the "manager" into making it seem like it was totally my fault. He tells me the best he can do is take 10% off and I tell him to just cancel the order and give me a full refund. That was two days ago and I have not received an email confirmation (as I requested from "manager") or my refund to my credit card. Oh, also, when I called them back they couldn't even figure out how to transfer my phone call to the "manager"... They finally said, "Deronte was just pulled into a meeting, he'll call you back". Absolute clown show. If I could give negative stars I would.

  Rep Fitness

  Date: 11/14/2024

  This customer placed an order for a pre-order item, which clearly states would not be available until the date listed on the order. Upon driving to our warehouse, he was connected to one of our **************** Supervisors, who apologized for the inconvenience. Even though our website clearly states this item is not available until the customers listed date, our Supervisor offered a 20% discount AND to have the item shipped to him when it was ready.  Typically, customers only get a 10% discount if they pick their order up, as it offsets the cost of shipping. In this case, we went above and beyond to cover the cost of shipping and offer an additional 10% off. The customer demanded 50% off his order, which was unreasonable, resulting in him deciding to cancel his order.

• Review fromGreg D

  Date: 05/03/2024

  5 stars
  I've had excellent experience with Rep ******** service and product quality. My sandwich j-cups that came with PR-4000 rack were slightly out of specification. I called ******** service and sent a few pictures. They stated they'd check with product engineers. Within 2 hours I had an email that confirmed item out of spec and they're shipping new ones for free. Received them in 2 days. So far, excellent ******** service from Rep

• Review fromLuiz M

  Date: 02/23/2024

  1 star
  I have been a dedicated customer of **********************, and I've always been pleased with their products. However, my most recent experience has left a bitter taste in my mouth. After purchasing the ******* rack, I decided to upgrade to the *******, which is significantly more expensive. I was shocked when the company refused to accommodate my request and instead opted to charge me a $50 return fee and a 15% restocking fee.This experience has been a major disappointment, as I expected better treatment as a loyal customer with a strong purchase history. It feels like they have disregarded my loyalty and given me the middle finger when I simply needed a small favor.

  Rep Fitness

  Date: 02/27/2024

  This customer reached out to our ********-based customer support team, and he was given information that is not accurately depicted in his review.

  Our return policy clearly states that customers are responsible for return shipping costs, unless it is a warranty related return and/or damage occurred to the item in transit. Our items are expensive to ship and therefore we cannot provide free shipping costs if a customer changes their mind. Our policy also clearly states that if the customer is without original packaging, there will be a 15% restocking fee as we will have to repackage the item in order to be able to put back into inventory.
  

  Please let me know if any other information is needed.

• Review fromNathan W

  Date: 01/17/2023

  5 stars
  I placed a large order through Rep's website. Payment was processed through a third-party and handled promptly. My equipment was shipped from two different locations in three different batches. During this process, I contacted support to understand where all of my equipment was.I received an email from Rep stating they received my question and that somebody would be contacting me. A support rep contacted me a few business hours later. All of my questions were answered, and all of my equipment was delivered as expected and on time.This is gym equipment. It is heavy, and not well-suited for standard shipping. Some boxes arrived in not-the-best condition, but the components inside were well-packaged and arrived with zero defects. Hopefully my local ***** driver will forgive me.

• Review fromGene

  Date: 10/17/2022

  1 star
  We ordered and paid for this company's product the *******. We tried to order over the phone with one of the reps we eventually managed to reach around the incredibly minimal customer service hours they make notice of when calling. While placing the order with the customer service they told us during placement of the order that their payment system suddenly shut down and that someone would call us to complete the transaction once it was back up.We later received a call from someone else a day later who said they could take the order. We placed the order with the REP over the phone using a **** gift card and a regular credit card to meet the ***** DUE for the order. The **************** rep emailed the confirmation for the order so we expected to simply see a tracking number 6-8 days later as their websites states. After over 10 business days we contacted Support via email & online form and received a response telling us the order would ship by end of 'that' week and a tracking number would be sent.....a week later still no tracking and no product arrived so we contacted them again indicting that nothing was sent and no product arrived!They sent us a reply e-mail (different **************** Person) NOW telling us that no product would be shipped because we requested to pick it up at their warehouse which in fact was absolutely NOT TRUE and our order indicates as much and in the same when we placed the order it was clear that it would be shipping to the same address associated with our credit card.Still after 17 days after placing the order we have nothing and they have the large sum of money we paid or their VERY overpriced product that we never got and they NOW expect us to drive over 300 miles away to get it - WOW!!This company is full of lies...and we believe at this point they never had ANY intention of shipping the product for FREE as their website indicated "Free Shipping on All Orders".If we could leave 0 stars we would! This company is horrible!

  Rep Fitness

  Date: 10/18/2022

  Hi ****,We are very sorry for how this entire situation turned out. It all stemmed from a simple mistake, and we have since made some changes to our system to avoid this happening again in the future.It looks like our Customer Support Manager reached out to you earlier today and offered compensation for the inconveniences experienced here. Your bench was also shipped via *** this afternoon.We hope to make this right for you and make it known that REP will always do right by our customers, even when we drop the ball.Thank you, and all the best.