No service
On 11/28/2008 (Black Friday), I ordered a CardioZone CG3HR Elliptical from Matt at FitnessBlowout. On 12/23/2008 (while out of town), I received a call from Matt, informing me that this Elliptical was not longer available and that I would need to choose another. Upon returning home on 12/30/2008, I tried to reach Matt by phone to discuss my order - no response to my message. The next day, I called their customer service department, was told that Matt was with another customer and would get back with me later that day. After the third call to the customer service rep, he left me "on hold" until Matt was available to take my call. Matt did recommend another elliptical - FreeMotion fs6. I told him that he needed to credit my credit card for complete amount of the original order before I would place an order for the second. He said that was fine, that he had to speak with "Joanne" (billing dept?), that he would send me a confirmation email, and that the FreeMotion fs6 would arrive within 7-10 days. I heard nothing further from Matt, no email, no phone call, and my CC was not credited so on 01/06/2009 (again after several calls to him and to customer service), I reached Matt and asked about the status of our transaction. At that time, he emailed to me the invoice for the second elliptical and explained that my CC would be credited with the difference in price. I said that was not acceptable...I wanted the entire amount of the first transaction to be credited before charging the second. He claimed to have "misunderstood" and that Joanne would call me within the hour. I waited three hours....then I sent Matt an email demanding he credit my CC and not to charge my card for the second elliptical. No response. I then went to the FitnessBlowout website to email their customer service dept and billing dept...the email site didn't work!! The next day, I left a phone message for Joanne...no response. I also tried to fax a message to to the fax number on their website...the number rang and rang...the fax wou UPDATE: My account was credited and the general manager (Steve) offered a better price on the elliptical.
By Rick
Response from Fitness Blowout· Feb 19, 2010
We are happy that our customer was taken care of and this issue was settled. The sales rep, Matt, is no longer with our company. We had to terminate his employment due to the way he mishandled issues such as this one above. Unfortunately, this customer was one of the people affected by Matt's poor follow through. Being a family owned business that is not owned by stock holders, we do not tolerate customers being treated in this manner, thereby we had to let Matt go. We are sincerely happy that we were able to give our customer a better unit at a lower price given the circumstances. We will make every effort to appease customers and this is a fine example of us doing so. This is part of the reason we have been so successful for over 24 strong, healthy and happy years with over 200,000 satisfied customers.