Scott G.
Excellent product, horrible communications
If I could rate the product separately from the company itself, I would give the product 5 stars and the company's communications 0 stars. I ordered the pull-up tower on October 1, was told at that point to expect it the final week of October or the first week of November. It finally arrived January 15, three and a half months later. I emailed customer support several times, got replies about every third email. It wasn't until I started publicly complaining on Instagram ads for the product that I got any real answers. On the website, it says the product usually takes 5 weeks to ship, but to currently expect "slightly longer" delays. In mid-December they told me that one major component was out of stock, and they were having trouble replenishing that component, before they could start completing older orders, but that they expected it December 22. December 22 came and went -- no communication. I eventually told them to cancel the order, which they ignored twice, so I complained to Shopify directly. Lo and behold, 48 hours after my formal complaint, all kinds of updates came through, with numerous tracking numbers, etc., and now I finally have the product. If they had just listed the product as being out of stock when I tried to order it, or if they had been up front about the problem fulfilling the order with a realistic time estimate telling me it would take 3 or 4 months, I would have accepted that, but none of that happened. The estimated shipping date was always just two or three days of whatever date I was emailing them on. Having said all of that, the pull-up tower itself is high quality and, in my opinion, worth the cost. Whether it's worth the time and frustration is up to you.
Response from Macrofit, Inc.Jan 28, 2026
Hey Scott, Thanks so much for your honest feedback. You’re right, our communication fell short, and we’re really sorry for the delays and confusion. You shouldn’t have had to chase us for updates. We had some stock issues and internal changes that slowed things down, but that’s on us; we should have been clearer about realistic timelines. We’re glad you’re enjoying the Home Gym itself, and we’re working hard to make sure this doesn’t happen again. Thanks again for your patience and for sharing your experience.