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Isolator Fitness, Inc.

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Reviews Isolator Fitness, Inc.

Isolator Fitness, Inc. Reviews (3)

Review: I am a professional figure competitor in the IFPA who underwent surgery on both hands/wrists for nerve suppression as a result of my years of training. Many years of hard work have gone into my physique, especially my upper body as genetically my legs respond much more quickly. I searched for products and contacted many people within the industry regarding rehabilitation from injuries and my desire to not lose the gains for which I have worked so hard. My chiropractor told me about The Isolator and it seemed to fit my needs exactly. Because of the nature of my injuries I ordered The Cuff Edition as well.My experience started out very positive when a representative called to confirm the appropriate size as my order contained the smallest available, default sizes. I then re-watched the videos on your website depicting the proper measuring technique, contacted the staff member and conveyed my measurements. The representative corrected my order to include the sizes corresponding with the measurements I gave her. I received the product and although it did fit it seemed that I had to pull the straps tighter than in the instructional videos. When I attempted to do weighted back exercises the bicep cuffs did not stay in place so I contacted the company to exchange the bicep cuffs only for a smaller size. The first two or three communications were through voicemail as I was unable to reach a live representative. My initial voicemail explained that I would like to exchange the bicep cuffs for a smaller size. The response voicemail I received was very confusing so I contacted the company for clarification and again was forced to leave a voicemail as I had tried multiple times that day and was unable to reach a live representative. The voicemail message was clear on one fact, that I would not be charged the 20% restocking fee. It took a full business day or longer for my voicemail messages to be returned each time. I finally was able to speak with a representative the day after my second surgery due only to the fact that I was off of work recovering. During that conversation the representative felt it necessary to read me the exchange and return disclaimers and stress to me the fact that exchanges or returns were not accepted for merchandise that had been used. I explained to the representative that I had attempted to use the product after my first surgery but was not able to complete a workout due to the sizing issues. After I made her aware that I was worried about losing several days of training opportunities by not having the correct size she suggested that I purchase a new set of cuffs at the smaller size and that upon receipt of the new cuffs I could then return the originally purchased cuffs. Again she assured me that I would not be charged the 20% restocking fee. Due to my frustration I ended the conversation and told her I would most likely return the larger cuffs and wait for the correct sizes to arrive. Forcing a customer to make an additional purchase in order to receive a usable product is not an ethical business practice. I decided that although I believe I would have been pleased with the product once I received the correct size that I did not want to do business with a company with such poor business practices. I followed the measurement instructions exactly and did not order the sizes myself, but rather the representative ordered the sizes based on the measurements I gave her. Therefore, the product not fitting was not a result of anything I had done. Per your company return policy I contacted a representative on that Friday and informed her that I would be returning the product and requested a return number. She informed me that she had many other tasks more pressing and that she may not get to my request until Monday. As of Tuesday night I had still not received that requested information so I sent an email to [redacted] to make the company aware of the situation and again requesting the return number. In response I received a curt email from the President of the company informing me that the return number was the same as the order number. The email contained no greeting, no assurance that he would look into my complaint, no salutation. As a customer I would expect much better treatment from the President of the company when he learned of a problem. This is another example of the lack of a mindset of customer service.Prior to receiving the product I had passed along the product information to many people in the bodybuilding industry as I was excited that there was a product out there for competitors dealing with injuries. I had even recommended the product to a friend of mine that had lost fingers in work-related accident and a friend of mine who is an Iraq veteran suffering from combat-related injuries. I will no longer recommend your product due to the appalling treatment I received and will pass on my negative experience to those I had originally given a recommendation. I will also be passing on my negative experience to the Revdex.com. As a matter of practice I try to support small businesses. I hope as a small business to realize the importance of customer service and take actions to drastically improve.Due to the assurances expressed by your representative I expect that my credit card will be credited for the full product price.Desired Settlement: I have been offered a refund for 80% of the purchase price. I demand a refund of the entire purchase price.

Business

Response:

{Please see attachment.}

Review: I placed an order on a Saturday, and selected 'Next-Day Shipping.' It was imperative that I receive this order by Wednesday, so I thought selecting 'Next-Day Shipping' would take care of thisI was charged $for shippingI thought this was steep, but again, I had to have the shipment by that WednesdayThere were two parts to my order - lunchboxes and the Isolator with the Cuff EditionI received an e-mail on Monday that my order had been shipped through USPS and I was provided a tracking numberTwo hours later I received another e-mail that my order had been shipped through UPS, and again I was provided with a tracking numberApparently my order had been splitI found it odd that a company would use two different delivery methods, but nevertheless my entire order had been shipped on Monday afternoonThe next day, Tuesday, I received my UPS package, with half my orderOn the box it read 'Next-Day Shipping'At this point I was a little bit anxious as to where my other half of the order wasWell, the other half of the order, which was shipped through USPS, did not arrive until ThursdayWhen the package finally arrived, the box read '2-day Priority Mail'I was very frustrated to have received my package late, and was puzzled as to why one package was sent as 'Next-Day' and the other was sent as '2-day Priority'I was charged $for next day shipping, but the company decided to send half of my order through 2-day shippingI purposely selected next-day shippingI did not select 2-day shippingAnd I certainly was not charged for 2-day shippingI was charged for next dayI called the customer service line and was answered by a voicemail which told me to leave my name, number, and order numberI was never contactedI called again, several days later, only to be met with an extremely unprofessional customer service representative, [redacted]I had to spend minutes on the phone with her as she read me the tracking details of both my packages and then had to listen to her come to the conclusion that it was not her responsibility after the package left the facilityWell, I am sorry, but I believe it is your fault when the wrong shipping method was selected by your company when sending out my orderI demanded a full refund of my shipping charges, due to the major inconveniences it caused meHer response was that the packages cost the company different prices to ship, and so she would only refund $The package that arrived late, shipped through USPS, was a flat-rate shipping boxI explained that to her and she tried to tell me about how the shipping cost depends on weightAgain, it was a flat-rate shipping box - meaning it's the same price no matter what the package weighsAnd yet she was talking to me like I was the itAnd then she had the nerve to tell me that I should not request for any more refunded because they gave me a discount on my original orderThe discount was for new customers, for signing up for the e-mail listIt was not a discount that I sought out or demandedAnd yet she was explaining this to me like I have no right to be upset because they took $off my original $orderExcuse me, but your new customer discount has nothing to do with the error you caused in your shipping process or the poor customer service that you are givingI told her I was not satisfied with $15, so she said she would talk to someone and call me backShe never called me backI was sent an e-mail saying that she spoke to the shipping manager and that he agreed $was more than fairThe customer service was ridiculous and non-existentClearly customer service is not even a thought for this business, far less a priority.Desired Settlement: I believe the business should refund my full shipping amount of $to my credit card (or even a store credit would be better than nothing!) and an apology for the poor treatment would be nice as well!
Business
Response:
Dear **[redacted],
Thank you for allowing us the opportunity to respond to complaint #[redacted]
Please understand we value all our customers and try to provide the best customer service possibleUnfortunately, there will be a couple of customers whom we cannot satisfy though we make every effort to do so
In the transaction involving this particular customer, she purchased two products from our companyShe requested next day shipping for her orderPlease note the customer purchased these items on Saturday, 12/21/at approx 3:PMAs our office is closed on Saturdays, we could not be process her order until the following business day - Monday, 12/23/Her order was processed and shipped accordinglyThe first product, two Isobags, were shipped and delivered on 12/24/as requestedShe confirmed receiving the Isobags in a timely mannerThe second product, the Isolator with Cuff Edition, was also shipped on 12/23/13; however, due to the nature of the product it was shipped separatelyUnfortunately, we could not guarantee next day shipping for the second productThe customer received the second product on 12/26/which considering the holidays was a very reasonable timeframe for deliveryAfter calling our company to complain about the delivery, we offered to reimburse her $towards the shipment of the second product which did not arrive next dayPlease note that shipping for this specific product is generally $to $so offering her $(full reimbursement towards shipping plus an add'l $to $5) was more than reasonableThe customer refused to accept our offer as she wanted full reimbursement towards the shippingWe did not feel she was entitled to full reimbursement as she received her Isobag next day as requested and should be liable for those shipping feesIn addition to this offer, the customer received an additional $in discounts towards her purchase
Again, we made every effort to resolve this matter directly with the customer, but she refused to cooperate with usThough it is clear she was not satisfied with our handling of the matter, we feel we were more than fair in trying to resolve the matter
Thank you againIf there is any additional information you need from us, please let me know
Office Manager
Isolator Fitness, Inc
N12th Street
Reading, PA
Phone: ###-###-####
Fax: ###-###-####

Review: I purchased 2 bag from Isolator Fitness on Feb 4 and paid for 2-3 day shipping. I did not receive my order until Feb 20. I emailed the company and spoke with a **. [redacted]. They shipped another set of bags via [redacted] which arrived on Feb 20th. I emailed **. [redacted] about the issue I had for paying for the 2-3 day shipping and it taking 2 weeks to get the product. I have yet to receive a reply. I am very satisfied with the product now that I have received it, just don't agree with the shipping I paid for and it taking 2 weeks.Desired Settlement: Shipping expenses for 2-3 day shipping

Business

Response:

Dear [redacted],

Thank you for allowing us the opportunity to respond to the above complaint.

Please understand we value all our customers and try to provide the best customer service possible. Unfortunately, there will be a couple of customers whom we cannot satisfy though we make every effort to do so.

In the transaction involving this particular customer, he purchased his bag on 2/4/14. According to our system, the bag shipped on 2/5/14. We were not aware there was any sort of issue with this shipment until the customer contacted us on Friday, 2/14/14 to advise us he did not receive his shipment. We followed up with the customer the following Monday, 2/17, and advised him that we were looking into his order. After not having any success tracking down his order with the postal carrier, as a courtesy, we shipped the customer a replacement package on 2/18/14 (the very following day) at no cost to him. He then received the bag on 2/20/14 which was within the 2 to 3 day shipping he initially paid for. Please note that during the period of his original order, the weather in the Northeast Region was inclement with several packages being delayed. Our factory was closed on 2/3 and 2/5 due to the inclement weather.

The customer has stated that he is very happy/satisfied with our product and his only issue is the shipping cost he paid. Considering we responded to his issue promptly and shipped him a replacement package promptly, we feel we were very fair and reasonable in resolving this matter for the customer. However, as another courtesy to the customer, we would consider reimbursing him part of the shipping cost if this is acceptable to him.

Thank you again. If there is any additional information you need from us, please let me know.

Office Manager

Isolator Fitness, Inc.

1801 N. 12th Street

Reading, PA 19604

Phone: ###-###-####

Fax: ###-###-####

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Description: Fitness Centers

Address: 1801 N 12th Street, Suite 102, Reading, Pennsylvania, United States, 19604

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