"Do not expect any level of good customer service from this company. I attempted to order replacement parts for a treadmill. This company cancelled my order even though I replied to their continue order request, then gave an onslaught of rude condescending comments. I only wanted to know what the specs were of what I ordered. I even went as far to ask for the manufacturers info after they refused to help me at all. Then they cancelled the order and refused to work with me using very rude and condescending comments and typing in all capital letters. Very poor customer service."
"What initially began as an elated find of this company as a viable solution to my nonfunctioning discontinued treadclimber soon devolved into an overwhelming and undeniable state of regret. Honing in specifically on the low rated reviews as well as the multitude of complaints filed by dissatisfied customers with the Better Business Bureau could have served as a helpful component in the purchasing process. As of 12/30/21, I have yet to receive parts ordered on account that the carrier has lost track of the package. Ordinarily, a company strives to uphold high standards of customer service by partaking in such an unforeseeable situation to rectify an issue. Instead, what transpired, were repeated instances exemplifying utter disregard and demonstrations of poor accountability relying on unfavorable tactics. Ultimately, the expression "hindsight is 20/20" is irrefutably applicable."
"I recently ordered a replacement pulley for my weight machine, carefully checking the model and part number to make sure there was no error. I received the pulley, but could not use it since the center hole was a smaller diameter than the original part and the mounting bolt would not fit through it. I called and they required a picture of the model and serial number plate of the machine, a picture of the original and replacement part with scale provided, and a diagram of where the part mounted on the machine. Fortunately I had all those and it could easily be seen from the photos that the original hole was a 7/16” and the replacement was 3/8”. The first reply I got from their “research team was that the diameter of the pulley and the cable guide for the replacement part was the same as the original. I reiterated that it was the central hole diameter that was different, not the pulley diameter. They then came back and said that their “research team” had determined that the original part indeed had a center hole diameter of 3/8” when from the pictures I had sent it clearly did not. They said I could return the part, but would be charged a $20 restocking fee. I then sent a video of the bolt going through the original part but not through their replacement and said I was sending the part back and expected a full refund since it was their error or I would contact my credit card company. We’ll see what happens... By the way, they were charging over $50 for a part I found later on Amazon for $14.95. Steer clear of these losers
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"They said I couldn't cancel an order that had not yet shipped. The cost to have them send it, send it back & the restocking fee was almost $100. I wouldn't recommend them."
"First, I paid $40 for a power cable that's $3.99 on Ebay. Then, when I got the cable it didn't work on my fitness machine. This company was no help. I had to find a power cord on my own, which I found by accident when another brand fit. Next, I had to pay $12 to send the cord back by Fed-x, and then these con-artists charged stocking and a misc. fee to return it. Therefore, most of my $40 vanished. This company practices bad business!"
"They sent me the wrong part. Their mistake, not mine. Now I should pay return shipping and a restocking fee? This company is terrible. Avoid at all cost. They'll stall to run out your return window. I turned it over to my CC company. I'm done with the aggravation."
"I had a horrible experience with this company. Would not purchase from them if you can avoid it. Also they are way overpriced. One of the items I was interested in is priced at $500USD while from the manufacturer it costs $329 CAD, that's a huge difference.
Do yourself a favour and find a reputable company that is willing to the pay the salaries of experienced fitness equipment technicians who can provide support if needed.
I lost close to a $100 to them for making a mistake on a purchase. They do not offer exchanges so any money sent to them is as good as lost. They charge exorbitant handling charges for shipping and use UPS which is the worst courrier for imports. They provide inadequate information about the products they sell and will let customers order out of stock items without photos. They will not take responsibility for any feedback you give them. Expect to pay for shipping to and from, a 20% restocking fee and don't expect any exceptions from them even if they are at fault.
Their business model seems to be about taking advantage of people due to the complexity of fitness repair, rather than actually supporting people to find the products they need and make successful repairs.
I have never experienced such poor customer service in my life.
And if you scroll through the list of unsatisfied customers one begins to wonder why they are not being investigated for fraudulent activity."
"Warning. The Better Business Bureau website on December 16, 2020 reads: “Better Business Bureau is advising consumers to use caution when considering doing business with Fitness Repair Parts. BBB has received a pattern of consumer complaints alleging product ordered is not what is received, failure to send replacement parts, failure to issue refunds, and poor customer service. On April 10, 2018, BBB sent a letter to Fitness Repair Parts with its concerns. The company responded on June 24, 2020”. Note: FRP took over 2 years to reply to the BBB complaint. Apparently, FRP extends the BBB the same poor respect that it provides its customers. FRP is not BBB accredited for obvious reasons.
In November 2020, I ordered a cable assembly – specific part number, specific length, and specific cable ends – as specified by the FRP website part description and image. But, FRP shipped a different part number that had a different length and different cable ends. I called FRP for an RA# and since FRP shipped an incorrect part, I requested reimbursement of the full purchase price return shipping costs. To my amazement, not only did RFP refuse to reimburse for the return shipping costs, FRP withheld a 20% restocking fee from the refund.
Avoid disappointment, buy from another company."
"If you purchase from this company, you better open the box the minute you receive it! DO NOT WAIT!!! I ordered a part and was not able to open until this last weekend. Shortly after installing the replacement part for my Bowflex M5, the problem started up again with the Display Console. Four days later, today, I finally had the chance to call FitnessRepairParts and describe the problem. Because I purchased the unit and it sat in my garage for about a month, it appears I voided the 15 day return policy. Again, the unit seems to be bad, I knew this about 10 minutes after installing unit. I paid a little over $200.00 for a part that never worked, and I cannot use. Understanding that my delay voided warranty, I suggested I could pay the 20% fee, which I thought was fair. I spoke with Melissa, their rep who was very nice, she informed me there was nothing they could do because of the timing, that is, beyond the 15 day warranty. I even suggested that I could return the part, and have them verify it was only plugged in for a few minutes, not months. Nothing. I asked for a discount if I purchased the same part from them. Nothing. So, again, if you purchase, you better open the box that day, as their timer starts and they have no flexibility beyond the 15 day mark. I will never purchase from them again, their flexibility in customer care seems less than desirable. For a company with positive testimonials on their website, I think it is important for everyone to know the other side of their policies."
"This company is criminal. I ordered parts for a cybex arc-trainer 772AT from their website. The parts came in and did not fit. I call and they tell me that they don't carry parts for that model, but there will be a restocking fee of $5. What? You don't carry parts for that machine but they are listed on your website? Then they say that the website model says it's a Cybex Go Machine 772AT but Cybex doesn't even make any model called Cybex Go. Cybex Go is simply the name of a monitor. There is no such thing as Cybex Go 772AT. Complete rip off buyer beware! "
"The parts I ordered were described in their catalog as correct for my machine. When they did not fit, I was told I could return but the restocking fee of 20% would be deducted. I objected since the catalog is wrong and after 9 conversations with customer service reps and 4 messages left unanswered by their supervisor, they are still "investigating" the situation with no end date in sight. I responded two different times to requests for photos and sent them. They keep trying to blame the mistake on me even though their catalog still clearly lists the parts as correct for my machine. It seems their business model is to survive by sending the wrong parts and keeping the 20% restocking fee. I would not buy anything from them ever again unless I was prepared to be scammed again. "
"Main takeaway this is a: CROOKED COMPANY WITH TERRIBLE SERVICE AND SCAMMING PEOPLE OUT OF MONEY. I mean Never order from this company. I ordered an AC adapter for a Bike/ upper extremity ergometer and they sent the wrong part. I had all of the information, the correct part was pictured on the order, and I received the wrong part. This company has the worst customer service dept. They have a "research team" for taking returns, and if you try to return the mistaken part they sent you it costs 20% to restock and 30% more if you opened the package. How can a company charge you for something they did wrong. "
"I spent $40 with shipping and was sent the wrong size part. It is a bushell that they sell for $4 and they refused to send me the right one!"
"They sent the WRONG PARTS for my treadmill. I spent $75 and they will not allow any returns past 30 days. The parts are still in their individual plastic bags with labels and barcodes attached. Easy to accept as a return. "
"I ordered a part on March 31st, they sent the wrong one and I am still waiting for them to send the correct one on 5/21, almost 2 months later. I paid extra for 2-day shipping and they wont refund that either. It is beyond the worst customer service I have every encountered. They can't even give me an estimated time as to when i will receive the correct part and they will charge me 20% if I decide to ask for a refund. It is crazy to think that this type of customer service exists these days with all the competition out there."