Treadmill-World.com

Complaint: [redacted] I am rejecting this response because: Now I got an e-mail saying that my order has been canceled per my request via Revdex.comThey sent an e-mail Friday saying 25-APR-my item would shipI just got a chance to check my e-mail todayI am sorry that I did not answer the e-mail yetbut this response has been far faster than their responsesI have included screen shots of the e-mails I have received from the companyAnd still no phone call from customer serviceThis was what would have been sent to them from the Revdex.com per my request: For the business to contact me via phone, deliver the product, or refund the money So they sent an e-mail saying they would deliver the product per an e-mail I sent directly to them Friday, but when they found out I made a complaint to the Revdex.com my whole order gets canceledI have waited almost months with them holding my money, which they say they are refunding, without compensation at this point for the my wasted timeHow is it a company can do this? Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: I did raise new issues. The main one being that they claimed that I received the treadmill that we agreed to. I did NOT receive it. I have the other one sitting in my basement to prove it. Also I have submitted the phone records proving that the only time treadmill world called me was AFTER I called customer service. I am a retired Navy veteran of 20 years and feel my morals and standards are above most and that I am honest and trustworthy. I do not like being lied to, and that is what I feel treadmill world has done. I would have been happy with a simple, "Sorry, we handled this wrong and we should have called you". That would have been the end of it on my end. I can tell them that one of my coworkers and two of my wife's coworkers were looking to purchase a treadmill and we told them to stand clear of Treadmill World! How do they respond to the fact that I did NOT get the treadmill they claimed I did? They keep ignoring that part!Sincerely, [redacted] ***

We have consistently kept in touch with this customer and he agreed to wait until the model he ordered came back into stockHe has not responded to our most recent email asking whether he would like to cancel, but chose to cancel through Revdex.com insteadWe have canceled his order and refunded his payment

***Please see attached documents***
January 25,
Complaint ID ***
In response to the above complaint, our records show that we emailed this customer atthe email he provided in his order seven times to tell him of the delay and ask him if hecould waitAfter all of the emails bounced
back, we phoned him, told him of the delay,and offered to send him a similar, newer, and more expensive model at no additionalcost to himHe agreed to be sent the new model, which sells for $for than the onehe first orderedThe treadmill was delivered on January The twelve day delay wasdue entirely to our not being able to reach the customer for permission to send themore expensive modelStill, he received his treadmill only three weeks after heordered, instead of two weeks.Treadmill World estimates delivery within two weeks after an order is placedDeliverytypically takes places within that time period, but we cannot control delivery aftershipmentWhen there is cause for delay, as in this case, we attempt to contact thecustomer for direction
Sincerely,
Robert

The customer ordered one treadmill and agreed to receive a different modelHe does not say which one he received so we cannot determine if what he says is trueHowever, whichever model he received, he either ordered it or agreed to it

Complaint: ***I am rejecting this response because:
On December 30th, I placed an order with Treadmill World at around 10:AM on their websiteAt 10:AM I received an email from them soliciting me to subscribe to their Weight Loss and Fitness Tips pageI had not received a receipt from themI logged into my Navy Federal account and saw that the $was taken from my accountI was a little concerned so I phoned in to their customer service line at 11:AM and informed them of the missing receiptThe customer service Rep said she would put in a ticketAt 12:PM I missed their callBut I checked my email again and saw that the email did come through at 10:AM.I emailed “Tim” from the email he left on my voicemail, thanking him for his time and informing him that I received the email receipt.This is their shipping information they put on their website:When you place an order through our secure shopping cart, your card is charged and your order is processed within hoursA few days later, we will email you tracking information that includes the carrier's website and tracking numberFor most items, the carrier will then contact you to set a delivery appointment and someone will need to sign for delivery Monday through FridayFor smaller items, UPS will deliver on most daysYou can expect delivery from - days from the day you orderOrders ship from Utah, Georgia, Illinois, or CaliforniaWe cannot guarantee delivery by a certain dayMost deliveries will be to the front door, assuming your address is accessible by truckInside delivery or delivery up or down stairs is available for an extra cost.After twelve days of no information I decided to call them again o 11JANat 2:PM (see phone history above) and ask for an update, I talked to customer service and told them I understand it was the Holidays but I was just curious if they knew when it may be deliveredShe said she would put a ticket in for meAt 4:PM “Tim” returned my phone callI was in the restroom and was unable to answer the phone“Tim” left me a voicemail saying that the treadmill I ordered was on back order and would not be available until the middle of FebruaryHe also informed me that there was a comparable model that they could send me and it was more money and they would send it if it was okay with meAfter receiving the message I sent “Tim” this email:Tim, Sorry I was in the shower when you calledThis is my work email so maybe this will work betterI would like to receive the other treadmillI travel for work and will be home all next week, so I was hoping to be home in order to put it together for my wifeIf you could, could you reply to this so I know this one is working? I appreciate you contacting meHave a nice day.This was his response to me:Got itHere's the one we will send:http://www.treadmill-world.com/proform-power-1495-treadmill.htmlOn 13JAN16I thought I would email “Tim” again:When do you think we will receive this treadmill? I travel for work Monday through Friday but my wife will be homeAlso I am off next week which will be good so I can put it together for her.His response:We should have tracking info for you within a few daysThen it takes just a few more days to reach your local terminalThe local terminal will then call you for a delivery appointment Monday through Friday.I had told my wife of these “issues” and she said if they claim they couldn’t get ahold of you by email why didn’t just callI told her you’re right, they have my phone number on my orderSo I decided to email “Tim” again on 13JAN16:What I don’t understand is, if you guys were having problems with the email bouncing back, then why didn’t anyone call me? My phone number was on the order form.To this I question I never received any kind of response from “Tim”Using the logic that I would receive shipping information in a few days, which I did not, I called them again on 18JANat 2:PM asking for shipping informationI told the customer service that “Tim” had been no help throughout the entire process and would prefer to work with anyone but “Tim”The customer service said she understood and would put a ticket in as urgent.Within five minutes I received emails from “Tim”, the person I asked not to deal with, one to my work email one to my personal:You can now track delivery at odfl.com with *** I was able to track the treadmill with Old Dominion and arranged a delivery on 21JANWhen the treadmill arrived it was the original one I had orderedThe one I told would not be available until the middle of February!So, in MrB*** response to my complaint there are many statementsFirst of all, he claims they tried to email me seven times and it kept bouncing backWhen I 1st ordered the treadmill I received the solicitation email right awayBut when there was a delay with my order my email suddenly did not work? I have had this email for over years and have had no problemsThe Revdex.com emails have come through using this emailAlso, like was stated before, if this was the case, why did they not call me to inform me of the delay? As MrB*** stated I did agree an alternative treadmill but if they could not get ahold of me how did I agree to this? It was because I called themMrB*** also said the alternative treadmill was $moreThis is not true eitherThe one I ordered was $and the alternative was $That is a $differenceMrB*** also says the treadmill was delivered on January 21st which is true, but not the one we “agreed” onIt was the one I had originally orderThe one they said would not be available until mid-FebruaryMrB*** goes on to say the delay was due to not being able to get ahold of meThis is true tooThey did not pick up the phone and call me, so the delay was their faultThe only time they called or emailed me was after I had called and emailed them!
Sincerely,*** ***

November 16,
Revdex.comPO Box 1000DuPont, W A
Re: Complaint ID ***
Treadmill-World.com*** *** ***Vancouver, W A
This is in response to your November letter.Sears has agreed to refund the remainder of this customer's purchase price
Sincerely,
Robert B***
Vice President

Complaint: ***I am rejecting this response because: The row machine was returned ASAPUPS tracking numbers *** & *** reflect that "***" signed for both boxes 10/22/11:amI have attached the two photos I sent to Treadmill-World to complain about receiving a used and defective row machineThe first photo shows a wire which had been cut prior to packaging on the wire harness coming out of the main housing and plugging into the consoleThe second photo shows that some kind of sticker had been partially removed from the housing still covering the seam of the housingInstead of offering a replacement machine or a refund, my first response from Treadmill World was, don't worry, you are covered by warranty and the warranty company sent me a new consoleI DID NOT NEED A NEW CONSOLE. I contacted the warranty company and was told that they could send the wiring harness and I could contact *** maintenance to work on the machineI informed them that I was not going to do that and that I did not expect to have to work on the machine myselfI should have a new, working machineThey sent me a new wiring harness anywayAt that point I informed Treadmill-world that I expected a new and working machine and that I should not be expected to take the housing apart and make the repair myselfI then insisted on a full refund and returnThey sent authorization for shipping with the threat that I would have to pay a 10% restock fee and shipping. I packaged it up and sent it immediately and sent this complaint in reference to being informed that they would not be giving a full refund on a defective productI am still attempting to return the (warranty) parts I did not requestTreadmill-world now has the returnThey have not yet refunded any money to my *** accountThe last contact they were mentioned waiving the restock fee threatThey did not mention anything about the threat of subtracting shipping cost from my refundSincerely,*** ***

Complaint: ***I am rejecting this response because: Sears repeatedly states that they are going to credit the difference that Treadmill World obtained through the deceptive business practice of not providing the product they advertised (new & working)SEARS HAS NOT CREDITED MY ACCOUNTI have to reject words with no actionNot only has Sears not credited my account, now it has affected my daily ba*** and interest has been charged because of the delayTreadmill World is the responsible party and Treadmill World needs to make this rightBesides, how can this company post a response after Revdex.com told me they have closed the case?
Someone (Treadmill World) still owes my $Not including the interest I am now paying to Sears for itAS OF THIS DATE (11/25/15) I HAVE NOT RECEIVED MY FULL REFUNDEven if Sears is the one who eventually returns the remaining amount I sent for a product I never received (new & working), it does not make it acceptable for Treadmill World to get funds for something they did not deliverIt's obvious that I need to take this to the next level after such a long period of timeOtherwise they will continue to operate this way and victimize more people.Sincerely,*** ***

October 17,
Revdex.comPO Box 1000DuPont, W A 98327Re: Complaint ID ***
This is in response to your October letter
Treadmill-World.com*** *** ***Vancouver, WA 98663***
This item was sold by ***co for Treadmill World and sent directly to the
customerfrom the manufacturerThe manufacturer denies ever sending used itemsAfterdiscussions with the customer, ey diagnosed his problem and sent him the requiredreplacement parts in accordance with their warrantyHowever, the customer was notsatisfied with this and asked Treadmill World for a returnWe have consistently told himhe can do this in accordance with the terms written on ***.com and we have authorizedthe returnIt appears the customer can receive a full refund from ***, however, he hasnot made an appointment for pick up of the equipmentWe will issue a refund after theequipment is picked up from the customer
Sincerely, Robert B*** ~Vice President

Complaint: [redacted]I am rejecting this response because:
 
Now I got an e-mail saying that my order has been canceled per my request via Revdex.com. They sent an e-mail Friday saying 25-APR-2016 my item would ship. I just got a chance to check my e-mail today. I am sorry that I did not answer the e-mail yet. but this response has been far faster than their responses. I have included screen shots of the e-mails I have received from the company. And still no phone call from customer service. This was what would have been sent to them from the Revdex.com per my request:
For the business to contact me via phone, deliver the product, or refund the money.
 
So they sent an e-mail saying they would deliver the product per an e-mail I sent directly to them Friday, but when they found out I made a complaint to the Revdex.com my whole order gets canceled. I have waited almost 2 months with them holding my money, which they say they are refunding, without compensation at this point for the my wasted time. How is it a company can do this?
Sincerely,[redacted]

We have consistently kept in touch with this customer and he agreed to wait until the model he ordered came back into stock. He has not responded to our most recent email asking whether he would like to cancel, but chose to cancel through Revdex.com instead. We have canceled his order and refunded his...

payment.

Complaint: [redacted]I am rejecting this response because:
I did raise new issues. The main one being that they claimed that I received the treadmill that we agreed to. I did NOT receive it. I have the other one sitting in my basement to prove it. Also I have submitted the phone records proving that the only time treadmill world called me was AFTER I called customer service. I am a retired Navy veteran of 20 years and feel my morals and standards are above most and that I am honest and trustworthy. I do not like being lied to, and that is what I feel treadmill world has done. I would have been happy with a simple, "Sorry, we handled this wrong and we should have called you". That would have been the end of it on my end. I can tell them that one of my coworkers and two of my wife's coworkers were looking to purchase a treadmill and we told them to stand clear of Treadmill World!
How do they respond to the fact that I did NOT get the treadmill they claimed I did? They keep ignoring that part!Sincerely,[redacted]