Nanie
I’m leaving this follow-up review…
I’m leaving this follow-up review specifically about my experience with customer support. If I hadn’t reached out, I would never have known the treadmill I ordered was out of stock. Rachel kindly offered me two free months of membership once it arrived, which I appreciated. After I received the treadmill, I contacted support again. Alex offered me an additional free month if I left a review. Great! What wasn’t great was being followed up with every 12 hours when I hadn’t responded. Give me some time to actually try the treadmill first! I eventually left a review and emailed Alex the screenshot he requested. Within minutes, he thanked me and asked me to leave ANOTHER review for another free month. At that point, I simply asked him to honor the three months I had already been promised. Now it’s been over 24 hours, and I still haven’t heard back. He was quick to follow up every 12 hours when he wanted a review, but where is that same urgency when I need a response? I value good customer service, and Rachel’s courtesy was appreciated. But repeatedly asking for reviews while leaving a promised benefit unresolved is frustrating. Please honor what you promised before asking customers for more. Alex, please do better!
Response from Yesoul FitnessOct 16, 2026
Hi, We’re sorry for the frustration this experience has caused. We understand your concerns, especially regarding the repeated follow-ups and the promised membership benefits that have not yet been resolved. The 12-hour follow-up messages are automated reminders sent when we haven’t received a response from a customer. They are intended to help us keep cases moving and resolve issues as quickly as possible, rather than to pressure anyone into leaving a review. That said, we understand how these reminders may have felt in your situation. Regarding the handling of your case, we take your feedback seriously. We will investigate the interactions and, if any service issues or inappropriate handling are confirmed, take the appropriate internal action, including performance-related consequences where warranted. We apologize for the inconvenience and appreciate you bringing this to our attention. Your promised three months of free membership should be addressed, and we understand that this needs to be resolved before any further requests are made.