Rogue Fitness

The customer is correct in that his order was not sold as a final sale and not returnable That is not the case, and we have never claimed that to be the case.Our return policy does state that, "You may return/exchange an unused item in new condition within days of
purchase."http://www.roguefitness.com/return-policies/This item has been used in a commercial environment for an extended period of time, and even admittedly so by the customer This is the reason the item cannot be returned for a refund.The above policy does not pertain to defective items under warranty, however, this item does not meet these standards.This item was not sold as "not returnable" or a "final sale" and we never claimed as such.Our return policy states, "You may return/exchange an unused item in new condition within days of purchase"This item was used for an extended time in a commercial environment, and admittedly so by the customer Because the product is used, it is not able to be returned for a refund.The return policy does not include defective items under warranty However, this product does not qualify as defective, nor is this specific concern covered under the warranty.The item in question is the Rogue Wood Jerk Blocks: http://www.roguefitness.com/rogue-wood-jerk-blocksThis product is a wood product designed to handle large loads of weight dropped on the item in very high volume.By using this product for it's intended use you can expect the product to incur marks, small chips, and develop some imperfections This product is warrantied for days against any damage or defect that affects the integrity or structure of the unit through use: http://www.roguefitness.com/warranty/The small amount of chipping in the customers photo is caused by impact or friction with another object and does not affect the integrity or structure of the unit in any way.We are not able to provide a refund for this used product, and the small amount of wear can be expected and does not qualify under the warranty coverage

I am rejecting this response because: You have a chart on this same page that gives you the size of mask to order according to your body weightI weigh pounds, I'm sure a brand new customer that has never seen or worn this product before would not know what size it runs in without using that chart as referenceI went by the chart that you have on that page and ordered a medium (the wrong size)Also under the Return/Exchange Policies section of the site it clearly states "You may return an unused Item in new condition within days of purchase" and "All items must include original packaging"

We do have our customer's best interest at handWe offer a variety of stands on our siteOne is our econ lineThis
line does not have the additions that our S series, Monster Lite or Monster line have.Our Echo (Econ) series is made to be a great squat stand, but is still in our Economy lineI only mention the product page, as the differences are clearly stated.The bar and stand will show use when a bar is racked. We have had great reviews for this piece of equipment, and those are also outlined on the page This stand does not effect the function of the bar or jcup.Please let us know if you have any other questions

We are replacing this item for the customer

We told this customer we were willing to refund them.However, the customer informed us that he had already filed a chargeback with his card issuer.This turned out to be true and Rogue Fitness received a chargeback from the card issuer on 4/27/17.Rogue Fitness cannot provide a refund if these funds have already been removed from our account by the card issuer

[redacted],I took a look back through your order and it looks like it went through a series of perfect storm events to get delayed, and to summarize - we dropped the ball.  We sincerely apologize for this, and can assure you that this is not the norm, nor is it an experience that we want any of our...

customers to have.On 12/26 we issued a full refund for the entire cost of the order ($216.71).We are also still shipping your complete order (less the one backordered item) at no cost to you.Please let us know if you have any other questions, and again, we apologize for the delay.Thanks,Talor

This customer did not provide a street name for the shipping address.During checkout this address was unable to be verified.  The customer was notified of this and then prompted with a suggested address during checkout.Our records show the customer chose to proceed with the address he entered,...

after being notified it could not be verified.Once a customer is notified the address may be incorrect and selects to continue with the entered address we will ship to that address.This item was returned to us and the customer was refunded for the full product price on 5/30/17.

In view of our telephone conversation, I no longer desire to pursue this complaint.  I do not accept the response by the business.  However, I do not wish to devote any more time to this matter due to the inefficiency of this process.  Thank you.

We do our very best to suggest sizes on all apparel and shoes. It is based on customer feedback, and is made only as a suggestion. If an item does not fit, and is returned by the customer (any method they choose), we will exchange or refund in full. This is our company policy.Please let us know if...

you have any other questions.Thanks,Caity H[redacted]

Once the customer contacted us regarding the missing items, replacement items were sent and show delivered on 1/6.  The customer did not contact us again until 1/10, claiming they still have not received these items, despite the tracking showing delivered. The second set of replacement items...

were shipped and show delivered on 1/16.  As a courtesy, the original shipping cost was also refunded to the customer on 1/16.

Our return policy states that all items must be returned in new condition.These shoes were worn, and the bottoms did show that. These were unable to be returned into our normal stock for resale.Please let us know if you have any other questions.Thanks,The Rogue Team

The bar I am using is a standard olympic bar.  It hold all of my plates fine including all of the other weights provided by Rogue.  I fail to see why this one plate will not work.  I do not have the precision measurement tools required to verify whether the size is 50mm or 50.04mm, and it is ridiculous to expect any customer to be able to do this.  Rather that engage in all this back and forth and refusal to stand behind your products, Rogue should honor its warranty and exchange the weight plate.  You can then measure it yourself and decide what to do with it.    Regards,
[redacted]

It is noted on this product page (in red), that we do not accept returns of an opened product for this item:http://www.roguefitness.com/elevation-training-mask-2-0**Due to this product being used on the face, we are not able to accept the return of opened and/or part used goods.Please let us know if...

you have any other questions.Thanks,

The company did not send me an email in regards to the CC credit.  That came much later after the item was put in front of my door step in a Wal-mart bag. I sent the item back to the vendor.  They sent me a return slip which I used but, I still had to pay for packaging.  The item was delivered 4-5 business days late.  I called UPS and they told me that they had refunded the merchant because the product was "delivered" late.  Though I had never received it.  Seems like someone picked it up used the item and then put in-front of my door in a plastic wal-mart bag.  I got a credit from my cc company.  Not from the merchant.  I am not asking for two refunds.  I am satisfied with the CC refund my good cc company with excellent customer service had provided me.  As for this merchant they have zero customer service.  They don't care about their customers.  I had to travel and pay for packaging to return their used item.  I would like a refund of the 1.16 that I had to pay for packaging.  Very bad Merchant.  Regards, [redacted]

These ropes are warrantied for 1 year. This fell outside of the warranty period for this item. Please let us know if you have any other questions.Thanks,[redacted]

We do call out comparisons on the product page:http://www.roguefitness.com/echo-squat-standIt is noted that this stand does not come with plastic inserts in the J-Cup attachments.

I made this complaint based on not fitting into the recommended shoe size. I understand the returning policy and wanted to exchange. There is no size for me and I'm not paying $25 to have them shipped back. I want shipping covered.

We do list the starting price under the thumbnail for every product page on our website.http://www.roguecanada.ca/mobility-rehabThe lowest priced product on this particular product page starts at $29.26The Gemini is clearly priced at $47.62 http://www.roguecanada.ca/mobility-wod-gemini We...

apologize for any confusion.

I am rejecting this response because: it is not clear that the customer is selecting a thumbnail picture to move on to another folder. The image is clearly the Gemini and clearly states $29.26. No where does it state "$29.26 and up"or display a more generic image to the folder. This is misleading to the consumer. I am unsatisfied with your customer service and it is clear from other complaints that your company does not aim to please. You also clearly aren't willing to admit fault at your poor website design causing this issue. You have not resolved either issue and are merely restating the same thing over and over again. Disappointing!

I sent an email in December 2014 detailing the problems with the rope.  I find it absurd that after a short time the rope started fraying and now you want to be cheap about the situation.  See attached for the email that I originally sent.  
Regards,
[redacted]