ComplaintsforBetter Body USA

• Initial Complaint

  11/04/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Date of Transation: August 4th @ 11:46am (see attachment) Amount Paid: $2,319.91 I am having an issue with a company called Better Body Equipment. I purchased equipment (a manual treadmill) on August 4th. $2,319.91 in total. I was then told it was on backorder. They were not able to provide a timeline on when it would be sent. When I ordered it it was not on backorder. I requested to cancel the order on August 17th and was told the item was in transition. Which it was not. I continued to ask for a refund and to cancel the order and customer service ignored my request. Then a week later I was sent equipment that was not what I ordered, over 500lbs of dumbbells. I informed them they sent me the wrong equipment and I wanted to cancel the order. They have refused to process my refund. The treadmill "is still being tracked down" and they don't have one to send me. It's been almost 90 days and from what I have read on consumer rights, what they are doing is illegal. Now they want me to print labels and mail the equipment back in order to process my refund. They are refusing to refund me until I do. I told them they could mail labels and arrange someone to get them because I was not able or willing to. I had my lawyer write a letter to them to refund me and about their illegal operation. (See attachment) Better Body continues to demand I send back 500 lbs of equipment that they sent incorrectly before they would refund me, without offering a solution or picking up the equipment themselves. Long story short they are illegal holding my refund for merchandise that has not been delivered, with little understanding of consumer laws. I would not recommend supporting this business. I have attached emails of our conversations as well as the letter from my lawyer.

  Business response

  11/04/2022

  Hello,

  We do understand how inconvenient this has been to the customer and we truly are sorry about this. The treadmill they ordered was on pre-order at the time they purchased. The customer was just not aware of it but this was stated on their website. We did advise them kindly about this. They tried cancelling but the shipment is already on its way. Unfortunately, our company made a mistake with the shipment. A set of dumbbells was shipped instead.
  
  We owe up to this mistake and all we ask of the customer is to print return labels for the refund they requested to be processed. We can schedule a carrier to come pick them up. Unfortunately, the customer is not willing to. In this case, we cannot process anything on our end as we have policies in place. We'd be happy to refund their order as long as they return the items shipped to them by mistake.
  

  Customer response

  11/23/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]
  

   

  Hello, I wasn't able to respond to the portal on my complaint. The issue has not been resolved and the company is also lying about how they handled my order. The treadmill was NOT on backorder when I ordered it.  They didn't tell me it was on backorder until almost 2 weeks after I purchased it when I had to follow up 3 times on my order. I also tried to cancel the order the day I found out it was on backorder and they ignored my request 4 times. Everything is in writing with our communication and timelines. They continue to be dishonest about how they handle business and are also breaking multiple consumer laws. It has been one of the worst consumer service experiences I have ever had.

   

  I told them for months to organize their own pickup of their through USP because I could not do it. They refused and told me I need to print labels and organize a pickup for them. I have had my lawyer involved. They still owe me over $2000 and have not delivered the item I ordered and it's been almost 4 months. 

  
  Regards,
  
  
   

  
  

  Business response

  11/25/2022

  Hello,

  We admit there has been issues with the customer's cancellation request. Our team made a mistake as well with shipping the incorrect item. We have apologized multiple times, we hope you understand we are not a perfect company. Again, we truly are sorry for all this inconvenience. We would have gladly refunded the order if the item sent to the customer was returned promptly but the customer refuses to do so. It is standard for companies, not just ours, for products to be returned first before processing refunds. We are small company and we hope you understand we cannot simply give away products.
  
  The customer finally returned the product and please know that the order has been refunded now. I attached a screenshot of their order details. Thank you for your understanding on this.
  
  
  Respectfully,
  Better Body Equipment
  

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