Rep FitnessReviews of repfitness.com

Placed an order, decided I didn’t need less than 48 hours later. (Order has not shipped) emailed to cancel. They then confirmed if this is the order number they will cancel. I then confirmed yes! That is the order number. They responded with, order is too far in the process, can’t cancel! They just want your money! Mind you, I own a small gym and purchased with them before. Never again

Ordered the top tier pr5000 power rack and all the bells and whistles attachments etc. well guess what I have 3600 dollars sitting in my gym I can’t use because it shipped without and upper logo crossmember. You would think the right thing to do would be for a company to ship the needed part free of charge. Nope , they sent it but after I shelled out some more cash. Also they lied to me to make a sale. I had to order two leg rollers so I can be able to even use the expensive lat pull down I ordered . The site said out of stock but the lady I was talking to k. The phone said, “ oh no we have plenty of them”. Go ahead and buy them and they will shop with your logo plate cross member. 311 dollars later I noticed the logo plate did ship but not the leg rollers. So I called , guess what they are out of stock and don’t expect them until next month. So there is another month I have to wait to use the equipment. They don’t care about customers

Ordering with Rep Fitness has been by far my most frustrating experience in building my home gym. Their lack of communication protocols and apparent disregard for caring bout their customers is totally evident by the fact their CSR hours are only open for 3 days a week 4 hour each . I ordered a leg roller , strap safeties, and landmine over a month ago . Only one item came in and it is missing parts . Despite this the Repfitness order portal says my order has been delivered but UPS is showing a delay. I also have clear cross members that are rusting and repfitness won’t take any ownership of the product quality. Do yourself a favor and think twice , no think 10 times before ordering from them

I don’t know what some people are saying about their customer service being awful because they responded quickly and rectified any questions / issues I had and one of my friends had. Can’t wait to see more products from them in the future!

TLDR: if you want high quality equipment and have the patience to deal with hit or miss customer service you won’t get better equipment at their price point. Full review: This company is hit or miss. I have ordered three benches, two PR 5000 series power racks and $1000+ in rack accessories and miscellaneous equipment. Two of three benches were excellent and the best of their kind among competitors. One is an FID adjustable bench that is designed so poorly I basically only use it as a flat bench. I have been extremely satisfied with the PR5000 racks and the accessories. BUT one huge NEGATIVE is if you are buying accessories from an American made company, such as Rouge, they do not fit perfectly due to Rep’s conversion from metric to standard instead of actually using standard their tolerance are ever so slightly off. I actually had to use REP bolts with a couple Rouge accessories because they wouldn’t fit with the Rouge bolts. Their customer service is great at responding quickly to questions about their products. Their shipping and after sale customer service lacks consistency and is where they need significant improvement if they want to keep up with their competitors. Their shipping is free which is a huge plus. Their packaging is on par with Rouge and Sorinex. I’ve had packages arrived damaged from all of them but the products have never been affected so I’ve either been lucky or the packing has done its job. Other companies I’ve order from have noticeably inferior packaging (fringe sports is by far the worst). Where they falter is their shipping speeds are all over the place with shipments taking days to weeks to leave their warehouse with frequent excuses ranging from weather to growing pains. Currently they are claiming 10-12 days to ship so at least they are upfront about that now, but unfortunately they aren’t even meeting that window. A more honest estimate is a minimum of 12 days before they ship an order. I have also had problems when ordering multiple items where the shipping tracking number shows an item never leave the warehouse but they refuse to address the issue until after UPS has finished an investigation. Delaying the item even longer. This is poor customer service and really questionable integrity. There’s no chance an item never gets scanned once along the way while the 11 other items in the order get scanned 6 different times. It simply never shipped. I offered to provide video footage of the delivery to prove I never received it so they could ship the replacement immediately and they refused. This experience was aggravated by the fact that the missing items was a component of a larger item leaving the whole piece of equipment unsafe for a prolonged period. In the end they wanted UPS to pay for an item they knew never left their warehouse while I had to wait when I could prove I never got it. Then there was the time I ordered an item that they over sold and the website didn’t properly track the inventory. It took multiple emails back and forth before their customer service would actually admit the problem and even more emails before they would address how they planned to fix it. Based on the quality of their equipment I would be willing to give them a much higher score. But a 3 is actually generous considering how poor their customer service can be. This hasn’t always been the way but it’s noticeably declined over the last 12 months so COVID is a worn out excuse and is not to blame. It’s too bad as they are really bringing a lot of great equipment to market but their R&D seems to be outpacing their ability to keep up with their supply and demand. Apparently they are currently moving from Colorado to California (only REP and God know why anyone would do that) so hopefully they can get back on track once they are on the other side of that mistake. Essentially what they need to do is find some employees who actually care about their customers. Maybe they can fix that after the move and build some stability in their staff. Of course if the employees are acting according to the company’s wishes, and it seems they might be, they may never fix this problem. I easily have over six grand in their equipment. Once you buy their racks you’re in for a penny, in for a pound as far as buying accessories. Even with that much invested whenever I’m asked by a friend for a recommendation I’ll recommend REP’s equipment but I never recommend their customer service. I always feel the need to share this because I want them to understand the great equipment and free shipping comes with a trade off of inconsistent service ranging from barely meeting an acceptable standard to very poor service. REP seems to be marketing themselves as a competitor to Rouge. Their equipment is certainly catching up but the customer experience is way behind.

I have been trying to get ahold of someone. They have not responded to e-mails, calls and their phone system always says they are out of office. Picked them over PRX and rouge. They never answer, never return calls and if that how they are with potential new customers. Just imagine how Crappy they are to customers with issues! I will let Rouge know to send a thank you letter. It looks like my 7 grand is going to them!

I ordered two 40 lbs. adjustable dumbbell set which were sent in two UPS Ground shipments that arrived sealed. When I opened the packages, I found that I was missing 25% of the components that should have been included. I immediately contacted their customer service department via email and included photographs. It’s been ten days and I have yet to receive a response, even after sending an additional followup. After reading other reviews, it’s hard not to view this company as engaging in unfair business practices. If I don’t hear back in the next week, I am going to look into filing an FTC fraud report to see what they say. Update: I finally received a response from their customer service department with an acceptable solution. I contacted a different inbox than the one linked in their original delivery notification email. I’m still disappointed with the the overall order experience, but I will say the customer service rep was professional and handled the situation very well.

I ordered a pair of gymnastic rings. $35.00 + FREE shipping. My rings arrived exactly 12 days after I clicked “ order “ on their website. I would have liked to receive them sooner but 1.) it says right on their website to allow 10-12 days to ship your order and 2.) the shipping was FREE ! I did send an e-mail to customer service after about a week and got quick, courteous reply saying order would ship shortly…..which it did. Quality is solid and sturdy! Zero complaints with REP FITNESS .