Complaints

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.

• Initial Complaint

  Date:05/29/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 attempted to order several small replacement parts from WaterRowers website. However, I noticed that the online checkout system adds shipping charges per item, rather than calculating shipping based on actual weight or order size.For example:The main "large" item I ordered about the size of a tennis ball incurred a $9.95 shipping charge.Adding a rubber spacer set (weighing ~20 grams) increased the shipping to $15.90 a $5.95 increase.Adding a plastic D-ring (weighing maybe 5 grams) bumped it to $21.85 another $5.95 increase.None of these additional items would change the box size or weight meaningfully. Yet with each item, WaterRower adds a flat shipping fee (usually $5.95 or more) clearly pocketing the difference between the actual cost and what the customer is charged.This pricing model is misleading and penalizes customers for ordering more than one part. When I contacted WaterRower, a representative acknowledged the issue and suggested I call to place my order for a reduced combined shipping rate. While that workaround is appreciated, it only helps customers who know to call. Most users of the website will unknowingly overpay, while WaterRower profits from the inflated ******* asking that WaterRower revise their online ordering system to apply fair and transparent shipping rates based on order weight or flat-rate tiers, rather than stacking excessive per-item fees. This change would ensure all customers are treated fairly not just those who know to ask.

  Business Response

  Date: 05/30/2025

  Hello Mr ***************** appreciate your insight to the shipping calculations; though many in our industry choose to layer in shipping and handling fees for their products into the time cost under the guise of FREE SHIPPING, our product costs are calculated pre-shipping and handling.Therefore, individual goods will have a separate charge assigned at time of checkout.
  
  As a company that values connecting with current and future customers directly, we also provide our customer-base with the ability to call our office and place an order directly with one of our team members. During these interactions, our team will provide bespoke pricing for shipping and handling, should efficiencies permit.
  
  We remain committed to supporting our customers and are happy to review your callout to see if an opportunity exists for your order.
  
  Jill 

  Customer Answer

  Date: 06/06/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Thank you for the response, but I believe it misses the core issue.
  WaterRower acknowledges that customers can call in to receive a bespoke shipping rate. While I appreciate the option, this only reinforces my concern: the default online ordering system overcharges shipping on a per-item basis, and only those who happen to call in are given fair pricing.
  This is not a question of free vs. paid shipping it's a question of accurate vs. inflated shipping charges.
  The website adds $5.95 or more for each small item including lightweight parts like a plastic D-ring or a rubber spacer set even when they clearly ship in the same box with no meaningful increase in cost. This model is misleading and discourages online ordering by penalizing those who dont know to call in. The fact that customer service can and does offer better shipping proves that the online system is not based on actual cost.
  Im requesting that WaterRower revise its online checkout system to use combined or weight-based shipping calculations, or at the very least, include a clear notice that calling in is required to avoid per-item shipping fees. Customers should not have to discover this workaround to avoid being overcharged.
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

  Business Response

  Date: 06/11/2025

  Hello Mr ******************** you for your comments and suggestions. We will provide a notice on our website to emphasize that shipping fees not only include the cost of shipping but also handling charges. We will also note that for orders with multiple items where additional handling charges may apply, we recommend contacting our customer service team to assist in consolidating orders and provide more cost-effective shipping options depending on details of the purchase.
  
  Regards, 

  Jill