Josh
Bad customer service and knowledge
UPDATE 4-18: They did offer $10 which covered most of the shipping, not all. I didn't accept it, it's business and they need to make money I understand. I will just be shopping at ROGUE from now on, their shipping is equal to REP Fitness however it is a much simpler process and they are more reputable. I upgraded them to 2 stars because I do like the product and they offered a partial refund of the shipping, though I know for a fact damage was not induced by shipment. For the record, I called and they told me they ship to Hawaii then I emailed for the quote and then said they didn't. Then someone else told me they would. Multiple emails from different employees. I ask about the bench but shipping was more than the product. Then I asked for jcups that's it I asked if it would fit 2x2 tubing aka steel beam with 1inch holes. It did fit after doing my own research. Anyway, Best of luck! Like someone else mentioned, these folks are unhelpful. I called asking a question about shipping for one of their products and was given inaccurate information. Two people both told me different information. When I asked about a certain product and if it would fit my product A guy named Shane told me it will not fit. He doesn't know the product he sells because it did end up fitting. Product arrived with the paint job damaged and they blamed it on the shipping. However, there were no paint chips in the box upon arrival. If they expected this to happened simply adding bubble wrap or some cushion would've helped. But it was obviously not from the shipping but from before that. I contacted them immediately with pictures and they told me to spray paint the chipped parts. Ridiculous! I didn't expected a refund or new product, simply an apology or anything really. Even though the product is damaged I will still happily use it but to think i am paying for shipping and the product supposedly "brand new" and it arriving damaged with no care by the company is disgusting. More care should be placed on the packaging and customer service. I was disappointed with both, honestly the j-cups are great and I couldn't find it anywhere else so I had to purchase from these folks otherwise I would've gladly spent my money elsewhere. I will choose with my dollar and will not support a company that doesn't care and doesn't know their products. They get 1 star because I like the product but experience left something to be desired.
Response from Rep FitnessApr 19, 2016
Customer asked about shipping items to Hawaii, which we normally do not do because handling any issues or warranty things creates a nightmare for shipping costs. Our manager made an exception and spent time trading emails with updated quotes for various items, which probably accounted for some of the conflicting shipping information. In the end, after spending time trading emails and making an exception for him, customer bought a $40 pair of j-cups that he wanted to know if they would fit on another company's rack. Our CS is not trained to know whether competitors' products are compatible with our equipment, and should have said so rather than reply that they didn't work After sending us photos of the chip, customer was then offered a discount to account for the chipped paint on the j-cup.



