Gym Store Inc.

Professional and knowledgeable staff. Great selection of new and used commercial and home gym equipment. Highly recommend. Chris was a pleasure to work with and helped build my home to gym perfectly. His staff even installed rubber flooring to keep our hardwood floor safe.

Review: I purchase a Matrix Krankcycle from Gymstore on 8/**/2013. I’ve made several calls to Gymstore due to not receiving the item I purchased. It’s now been over a month, and to my surprise. They have now disclosed that the item is used and waiting for a part. I was not aware, nor did their advertisement or invoice state that this item was used or refurbished. In fact it only states, “Clean and Serviced”. So once I learned of this on * October I cancelled my order and asked for a full refund. Today, they tell me that they are going to charge me a restocking fee of 15% for cancelling my order and refunded me $1530.75. This is outrageous for the fact they haven’t shipped anything to me and they want to charge this restocking fee.

Email from GymStore

That is correct minus the 15% restocking fee (on just the cost of the product/not transport). The order is sitting (with a brand new seat assembly that went missing when the machine arrived from the location we purchased it from on a pallet ready to ship immediately. It is one of the cleanest pieces you will find anywhere. If you still want to move ahead the unit can ship tomorrow with about 4-5 business days transit time and we can process the differnce. If you still want to have the order cancelled the %15 restocking fee is applicable to cover our expenses, time, and packaging. I am not sure why someone would want to cancel a day before the piece is ready to ship which is right within the lead time provided you when the sale was made.

Business

Response:

Our apologies for the one day delay in getting back to you on the above matter. We were at a convention in Chicago for the last week. Before we recite the facts relating to this complaint we should tell you that this is the first such negative matter Gymstore has ever received of this nature. A cursory look at our past Revdex.com rating as well as the Company's Dun and Bradstreet scores testify to our credibility And honorable business practices with customers a round the world. While there are aberrations in any Company's performance [redacted] does not represent one of those instances. Here are the facts.

The customer ([redacted] hereafter) ordered the equipment via our website on the date indicated. Clearly noted on all our products is the nature of that product's condition. They are either NEW, REMANUFACTURED, USED, AND CLEANED AND SERVICED. Our website also has access to the difference in the definitions among the above which anyone utilizing our site can explore. The cost difference between a NEW and CLEANED AND SERVICED product (50%) alone would have connoted this separation. Apparently [redacted] believed that the website presentation implied a NEW KrankCycle which. If he chose to investigate, was not the case. Once we procured the item we ordered a part for it that we thought was up to our standards. We informed [redacted] of this which meant a delay in shipping as we constructed the item up to our specifications. Gymstore will NOT ship eq uipment that is not in perfect working order. Once the part was installed we informed [redacted] that we were ready to ship and he proceeded to cancel the order on a product that we had already put in pristine, usable condition with no immediate prospect of selling to another customer.

Every Company has a restocking fee which fundamentally means the subsumed cost of parts ,labor and storage on products cancelled prior to shipping. Gymstore has incurred these costs and this restocking fee is noted on our website and defined there as well. [redacted] chose not to inquire about the definition and now opts to make disparaging remarks about our Company to the Revdex.com and on social media as well. We believe this is grossly unfair, ignores the events as they transpired and connote a lack of business acumen on his part. We are contemplating which actions we are considering in the future.

Meanwhile we hope this recites the events as they took place and satisfies your query.

Sincerely,

Review: We ordered a forty foot container filled with sixty thousand dollars worth of equipment - but didn't receive three of the four 400 pounds of plate weights we ordered and paid for entirely. After we notified GymStore they later sent three sets of weights, but they were not even close to the ones we ordered- cheaper, discount, wrong color, not matching the rest of the items we received. Gym Store will not honor the items we ordered. They want us to again buy the ones we didn't receive, and sell locally the ones they sent. We have already paid twice as much in shipping and duty to receive the wrong items and their solution is not acceptable. As well we have four Water H2O Rowers under their warranty that are broken and were brand new from the June shipment- they have not gotten back to us about parts or how to get the solution to this problem either.Desired Settlement: We want the weights we ordered. We also want answers on the parts for the rowers. We have been dealing with this for four months to no resolve and have no choice but to ask for Revdex.com help.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

I have resolved this complaint, but cannot get the email link to work to mark the complaint resolved.

Identification

Thank you

Sincerely,