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Business Profile

Exercise Machines

EliteFTS.com, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Exercise Machines.

Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:10/30/2024

    Type:Billing Issues
    Status:
    Resolved
    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 accept the business's response to resolve this complaint.



    Regards,



    **** *****

    Business Response

    Date: 10/30/2024

    Thank you for reaching out and allowing us the opportunity to address your concerns. I apologize that your question was not fully answered during your previous call. Customer satisfaction is extremely important to us, and I’m disappointed that your inquiry wasn’t fully resolved at that time.


    As discussed during our conversation, the shipping charge applied to your order was for the bar only, while other items qualified for free shipping. The bar itself does not qualify for free shipping due to its size and weight, as noted in the free shipping terms on our website and in the screenshot you provided. Free shipping is available for qualifying items, and unfortunately, the bar falls outside these guidelines.


    To clarify further, I have attached a closer screenshot of the Free Shipping Banner on our site as well as our Free Shipping Terms. These terms are accessible on the main page under the "Free Shipping Terms" link.


    Regarding the status of your order, please note that the bar has not yet shipped, as it is made to order and will ship within 10–14 business days. If you would prefer to cancel this part of your order, we would be happy to process a refund for the bar.


    Please let us know if you would like to proceed with the cancellation or if there’s anything else we can assist you with.


    Thank you again for your understanding.

    ***** ***********

    Customer Service Director

    EliteFTS.com

  • Initial Complaint

    Date:06/05/2024

    Type:Billing Issues
    Status:
    Answered
    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.

    [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 

    Complaint: 21805829

    I am rejecting this response because: 

    unless Im blind I dont see anything about returns in your directory or when I search returns in search option at top of page   

     


    Regards,

    *******************

    yond words and I will not order a single thing from this company again after the way I am being treated when there was confusion between their own Associates. I have an email from ***** stating in the first email I would have to pay but then I asked why and she stated in 2nd email I wouldn't. In this email it states clearly I would be refusing shipment. **** is unwilling to send this to anyone else in the company for resolution so I'm moving to this form of complaint. Thanks,

    Business Response

    Date: 06/07/2024

    I apologize for any inconvenience caused and regret that you are dissatisfied with your recent experience. We take customer satisfaction seriously and aim to clarify any misunderstandings regarding our return policy.


    Our return policy, which is clearly stated on our website directly accessible from our homepage, specifies that if an order is refused, the refund will be issued minus the return shipping charge and a return shipping fee. These fees are necessary because our shipping carrier charges us when an order is refused, in addition to the return shipping costs.


    Attached to this response is a copy of our return policy for your reference.


    Regarding the email correspondence, please note that the first email you sent inquired if you would be charged a restocking fee if you refused the shipment. Customer Support responded confirming that a restocking fee and shipping charges would apply. In your follow-up email, you mentioned that the package had not been opened. Customer Support clarified that a restocking fee is not applied if you follow the return shipping policy and do not refuse the shipment.


    The refund has been processed back to you, deducting the return shipping charge and restocking fee as per our policy.


    If you have any further questions or concerns, please feel free to reach out to me. 

    Best regards,

    *********************************
    Customer Service Director / Office Manager 
    EliteFTS.com

    Business Response

    Date: 06/18/2024

    I apologize for any inconvenience caused and regret that you are dissatisfied with your recent experience. We take customer satisfaction seriously and aim to clarify any misunderstandings regarding our return policy.

    Our return policy is clearly stated on our website, directly accessible from our homepage under shipping terms, and on the packing slip included with your order. If you had opened the package, you would have found the return instructions and policy on the back of the packing slip.

    For your reference, attached to this email is a copy of our return policy.

    Regarding the fees, our policy specifies that if an order is refused, the refund will be issued minus the return shipping charge and a restocking fee. These fees are necessary because our shipping carrier charges us when an order is refused, in addition to the return shipping costs.


    Concerning our email correspondence, your initial email inquired if a restocking fee would be charged if you refused the shipment. Customer Support responded confirming that a restocking fee and shipping charges would apply. In your follow-up email, you mentioned that the package had not been opened. Customer Support clarified that a restocking fee is not applied if you follow the return shipping policy and do not refuse the shipment.


    The refund has been processed back to you, deducting the return shipping charge and restocking fee as per our policy.
    If you have any further questions or concerns, please feel free to reach out to me.


    Best regards,
    *********************************
    Customer Service Director / Office Manager
    EliteFTS.com

    Customer Answer

    Date: 06/18/2024

    [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 

    Complaint: 21805829

    I am rejecting this response because: 

    your reply back to my last response stated its clearly on your website. Can you provide where that is? I attached a photo of your home page snd I dont see it? Where am I not looking? I even searched using the search bar? 

    Regards,

    *******************

    Business Response

    Date: 06/21/2024

    I apologize for any inconvenience caused and regret that you are dissatisfied with your recent experience. We take customer satisfaction seriously and aim to clarify any misunderstandings regarding our return policy.

    Our return policy is clearly stated on our website, directly accessible from our homepage under shipping terms, and on the packing slip included with your order. If you had opened the package, you would have found the return instructions and policy on the back of the packing slip.

    For your reference, on our homepage,  go to shipping terms, click on shipping terms and then you will see the return instructions. If you scroll down on the homepage you will see the shipping terms listed. 

    Regarding the fees, our policy specifies that if an order is refused, the refund will be issued minus the return shipping charge and a restocking fee. These fees are necessary because our shipping carrier charges us when an order is refused, in addition to the return shipping costs.


    Concerning our email correspondence, your initial email inquired if a restocking fee would be charged if you refused the shipment. Customer Support responded confirming that a restocking fee and shipping charges would apply. In your follow-up email, you mentioned that the package had not been opened. Customer Support clarified that a restocking fee is not applied if you follow the return shipping policy and do not refuse the shipment.


    The refund has been processed back to you, deducting the return shipping charge and restocking fee as per our policy.
    If you have any further questions or concerns, please feel free to reach out to me.


    Best regards,
    *********************************
    Customer Service Director / Office Manager
    EliteFTS.com

  • Initial Complaint

    Date:02/23/2023

    Type:Product Issues
    Status:
    Resolved
    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 accept the business's response to resolve this complaint. thank you for assisting me with this problem. A new customer rep has stepped in. Her name is Rhonda and she is correct in the problem. I had them pick up the item today and I was told it will take up to two weeks for them to send out the correct item since it is a custom. Barbell. They have corrected the information on the website and they are sending me the correct item.

    Regards,



    ****** ********

     

    Business Response

    Date: 02/27/2023

    I regret that this error occurred and the miscommunication with the customer. There was an error and the incorrect bar was sent. The correct bar is custom made and is not offered on the site. We offered to pick up the incorrect bar and exchange for the correct bar to make this right. I have had email correspondence with the customer and this has been resolved. The incorrect bar is being picked up and the correct bar is in production and will ship asap.

EliteFTS.com, Inc. is NOT a BBB Accredited Business.

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