ComplaintsforJaxJox Inc

• Initial Complaint

  06/24/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I had purchased their Interactive Studio and paid $39 per month. This device wont connect to their server and they are charging me money every month. Their equipment wont even let me log in and freezes.

  Business response

  07/14/2023

  Hello,

  We have been in contact with *** and learned that he bought the unit on a resale website. Regardless, we have our dev team looking into the issue and will cancel his membership in the meantime. We are hoping to find a solution for him, however if the unit is deemed broken we unfortunately do not warrant purchases outside of our website. 

  Thank you,

  Customer response

  07/14/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  06/21/2023

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  In December of 2021, I ordered the **** Jaxjox full gym with the tv, dumbells and kettlebell and I did not receive the actual delivery of the item until march of 2022, On December 9 2022 I reported to the JaxJox customer service that the kettlebell had broken and they assured me that they would send me a new kettlebell. Through various responses by their customer service, they have not been able to send me a new kettlebell and since I reported this with their customer service less than a year after receiving this item, I am just done with this company in general. I want JaxJox to come pick up their defective home gym system and pay off whatever I have left with Klarna. You can resell this as a refurbished model and get money back. This is just absurd.

  Business response

  07/14/2023

  Hello,

  We apologize for not getting back sooner. Our records show that the requested part replacement was delivered on June 28, 2023. We have attached proof of delivery. ****** should be all set!

  Thank you!

  Customer response

  07/14/2023

   
  Complaint: 20215047
  
  I am rejecting this response because: over the past months, I have paid the subscription service that is required to used the equipment. Because the smart connect dumbbell was unable to be used, I was paying full price for both the JAXJOX equipment and the exercise on demand subscription. I appreciate that I was finally shipped the replacement kettlebell since my complaint in November, however, I would like this equipment returned and you can sell it as a refurbished item. Im not asking for a full refund, Im not asking for a refund of any on demand subscriptions that I was unable to use. Im nearly asking to come get the equipment and pay off the meaning balance which I think is more than fair.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  06/07/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a set of dumbbells from this company (JaxJox) back in May or June of 2022. I contacted them in June of 2022 by saying the dumbbells I purchased from them was not working. I sent them an email with a video proving the dumbbell wasn't working. They responded by saying they would send a replacement part. They refused to issue the refund and I had just purchased this product from them. I troubleshoot the dumbbells. We did everything they asked me to do. This company does not have a phone number to contact them. I have all my emails that I have been sending to them for the last year almost. They informed me that they were going to replace it and now they are not even responding to my emails to let me know if I am getting a replacement or my money back. All of this time they keep saying the part that is defective is on backorder and will send me a tracking number when the product ships. I didn't even really get to use this product. I want all my money back. They told me back in January that they would have the parts and I would get a tracking number. I have not heard from this company and did not get my part or a refund. They have been telling me the same story for almost or about a year.

  Business response

  06/08/2023

  Hello,

   

  We apologize for the inconvenience. We have experienced major delays with our supply chain the past year resulting in order delays. *********'s replacement part reached the ** port on June 1st and will be delivered to her by the end of the month. 

  We appreciate her patience!

  Thank you!

  Customer response

  06/13/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  If I don't get the part by the end of the month like they are saying, I want a full refund.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  06/01/2023

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  Order Number: #***** Order Date: January 9, 2022 Total amount spent on equipment: $2,499 plus shipping Date of first equipment malfunction: 3/15/22 Date of second equipment malfunction: 2/6/23 Business committed: to provide replacement equipment Nature of dispute: My equipment began to malfunction (for the second time). I informed the company on 2/6/23. The company stated that they will send a replacement. It is now 6/1/23 and they have not answered my emails to provide an update on when it will be received nor have they offered a financial alternative to the inconvenience of not being able to utilize the equipment. I asked to return the equipment for a full refund of which they declined to do so. I am unable to contact them via phone as they do not have a contact number listed on their website. Other customers have also expressed their concerns online and in private ******** groups. I posted my concerns in the group which the company deleted for all to see. Included with this complaint are supporting documentation of my correspondences with the company in reference to my issue. Please help me resolve this as I have not been able to get a response or speak to a live person. I no longer want this faulty/malfunctioning equipment and wish to be fully refunded. I am very concerned that any future equipment issues will not be resolved in a timely manner or addressed. Also, I fear retaliation by the company should I have to contact them again in the future should any issue occur.

  Business response

  06/08/2023

  Hello,

  We apologize for the inconvenience. We have experienced significant delays with our supply chain, and recently settled on a solution. ****'s replacement part reached the ** port on June 1st and will be delivered before the end of the month. 

  We appreciate his patience!

   

  Thank you, 

  Customer response

  06/08/2023

   
  Complaint: 20130870
  
  I am rejecting this response because: this is the second equipment malfunction. I did not receive a response after multiple attempts. A response was only given AFTER a formal complaint to the BBB. I did not receive any updates or response for my request to speak to a manager. I am extremely concerned that this will be an ongoing equipment issue and do not wish to do business with this company any further due to the lack of customer service and overall resolve of the issue. I would like them to pick up their faulty equipment and issue a full refund immediately.
  
  Sincerely,
  
  *********************

• Initial Complaint

  05/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased the total in home gym Dec 12, 2021. It took a while to receive but it was set up by the end of January (after replacing the broken screen). By July the dumbbell had broke, it was not connecting. I have since been in communication with the company and was told in November 2022 that a replacement was going to be sent out, it is now May of 2023 and they have shut off all communication with me and will not respond to anything. I paid $2700 for this machine plus the $40/mo membership and it lasted barley 6 months. I have reached out multiple times per month and have gotten no where. At this point Im at a loss on what to do since I am not able to use the equipment and can not get ahold of the company. I have the emails I have sent and their final response which was in February.

  Business response

  06/08/2023

  Hello,

  We apologize for the inconvenience. We have experienced significant delays with our supply chain. Unfortunately, ******* part is still on backorder and we will not be able to fulfill it at this time. Due to the delay, we have refunded ***** $120 (3 months of her subscription charge).

  We appreciate her patience!

  Thank you, 

  Customer response

  06/08/2023

   
  Complaint: 20099454
  
  I am rejecting this response because:
  
  I am not able to use this $2700 machine, its been a year in July. I do not think a $120 refund makes up for spending that much on a machine with no parts in stock and no future parts being in stock. *** been told for over 8 months now that my part would be here soon. At this point I was a full refund for machine and all the membership months. 
  
  
  Sincerely,
  
  ***** ******

  Business response

  06/16/2023

  Hello,

  We understand your frustration and will continue to look into a solution for replacing the faulty part. Unfortunately, we cannot refund the full $2700 as we have a 30 day full refund policy. However, we can refund the full membership payments and will complete that request today (6/16/2023).

  Thank you,

  Customer response

  06/21/2023

   
  Complaint: 20099454
  
  I am rejecting this response because:
  

  You should stand behind your product. I understand a refund policy but this unit worked only a handful of times before it stopped working properly and you have yet after a year to replace the part that has been on its way. Maybe adjust your policies to match your customer service and product quality. If a full refund is not what your willing to do I will have to proceed with legal counsel along with the many other customers you have with the same problems.

  Sincerely,
  
  ***** ******

  Business response

  07/07/2023

  Hello,

  Our records show that the requested part replacement was delivered on June 23, 2023. The customer should now be able to resume using her JAXJOX equipment with no issues. We have attached proof of delivery.

  If there are any other issues, please let us know!

  Thank you

   

   

• Initial Complaint

  04/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought Jaxjox adjustable dumbells on July ******************** October 2022, it stopped adjusting weights so I attempted to contact Jaxjox via phone multiple times, left messages without any response. I eventually sent them multiple emails regarding my defective product since its still fairly new and not even 90 days. After the 4th email, I received a message and they promised to send me replacement dumbells. They requested more info such as my receipt, address and phone number and I provided those ASAP. After months and months of follow up, they have not send any replacement. I actually told them I want my money back at this point. In February they said they will send me a tracking number. I followed up late February they said the shipping costs have increased to $80 and they are trying to find ways to send it to me cheaper. March 27, ************************************************************************************************ when they can ship it.I dont want their product at this point. I just want my money back. I already paid Best Buy in full. I understand that I am asking money from a different company but I just dont trust they will give me a functioning replacement so if I can get my money back, Id appreciate that. I paid $299.99 plus tax = $323.24.Hope you guys can help me. Ive been dealing with this and that company since October 2022.Thank you!PS: I have multiple emails back and forth I can send as a proof that Ive been dealing with this for a while. Im not sure how I can upload online but if I have an email, I can forward everything.

  Business response

  04/17/2023

  Hello,

  We appreciate your continued patience. We have experienced delays with our supply chain over the past year and have worked hard to finalize a solution. 

  The good news is your part will arrive in May. We have finalized the shipping cost and scheduled it to leave *****. Ocean freight takes 4 weeks - as soon as it reaches the US fulfillment center, a tracking number will be emailed to you.

  Unfortunately, we cannot process a refund as the purchase was made through Best Buy. 

  We apologize for the long wait and are looking forward to fulfilling your part replacement. 

  Thank you, 

  Customer response

  04/20/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I will keep you posted if they will really do what they promised they will be doing. 

  I truly appreciate you guys working this out for me. I felt so desperate having to deal with this company and nothing is happening. 

  
  Sincerely,
  
  *****************************

  Customer response

  06/05/2023

  Hello! This is a request to reopen my complaint from *****. I bought Jaxjox adjustable dumbells back in 2022 and I have yet to receive a replacement because the dumbells stopped working. Jaxjox kept promising they will replace it. Then keeps making excuses why the replacement items cannot be shipped. I filed a complaint with BBB back in ***** and even then they said they will send me a confirmation shipping in May. We closed the complaint because they said they will provide that but it is now June and nothing was done by Jaxjox. My complaint number in ***** was 53913304-6795D for reference. I really want this resolved. Jaxjox needs to send me working replacement dumbells, a whole new set of dumbells if thats what they have on stock or return my money back. They said they cannot return the money but it will be almost a year dealing with this back and forth nonesense. I need this resolved. I hope you understand and help me with this. Thank you! *****************************

  Business response

  06/08/2023

  Hello,
  
  We apologize for the inconvenience. We have experienced major delays with our supply chain the past year, but have resolved the issues. ******'s replacement part reached the ** port on June 1st and will be delivered before the end of June. She will no longer have to wait for her part after this month.
  
   
  
  Thank you,

  Customer response

  06/27/2023

  Hello!
  
  Just want to let you know that JaxJox did send me 1 replacement handle. I was having issues for both handles. So they did not fully resolve my issue. I notified them from the very first email the dumbells (meaning 2) were having issues and I was told they would replace both.
  
  Thank you!
  
  *****************************
  

  
  

  Business response

  07/10/2023

  Hello,

  Based on our conversations with ******, we communicated that one handle would be replaced. Unfortunately, since that was not corrected before the shipment went out, we only sent one handle replacement. We will need to process an additional handle at the end of the summer when we receive more stock.

  We've attached communication where we state one dumbbell handle.

  Once we receive more stock, we can move forward with another handle replacement. 

  Thank you,

   

   

  Customer response

  07/26/2023

  Hello!
  
  Thank you for working on my complaint. I will inform you if Jaxjox indeed send me the other replacement dumbell. It has to be a total of 2 and they sent me only one. I have emailed them since the beginning that it was defective dumbells (meaning 2). I attached the email which was earlier than when they responded. They assumed it was one when I have emailed in plural form.
  
  I apologized for not replying earlier. I just opened my email from being abroad and just found the email.
  
  Thanks again and I will update you if they have not done what they promised of shipping another dumbell by end of summer.
  
  Thank you!
  
  ****************
  

  
  

• Initial Complaint

  03/19/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Failure to fill an order placed in June 2022. I have made numerous inquiries without resolution. The listed number for the business does not accept calls. I won a gift card for $750 from JAXJOX. Because it is a gift card, the Invoice shows $0 due. However, they owe me $647 in merchandise.

  Business response

  03/30/2023

  Hello,

   

  We apologize for the inconvenience. We have been experiencing major delays and cost restraints within our supply chain. We have finalized a shipping solution for ****** order. His order is scheduled to leave ***** on April 17th via ocean freight and will take 4 weeks to arrive to the US port. Once it reaches our ************** center, a tracking number will be emailed to him. He should receive his order no later than May 22nd.

   

  We appreciate his patience as we worked through the solution.

   

  Thank you,

  *******

  Customer response

  04/05/2023

   
  Complaint: 19622116
  
  I am rejecting this response because: they have made false promises before.
  
  Sincerely,
  
  *************************

• Initial Complaint

  11/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased connected adjustable dumbells from this company; one of the handles stopped working with 10 uses. Initially, about 5 months ago, the customer service department agreed to send a new handle replacement. I have not received a replacement handle yet. I have called the customer service number (am only able to leave voicemails.... no one has returned my calls/. and I have emailed the customer service department for updates... no response. This is incredibly frustrating; the total cost of the dumbbells are 499 plus tax. This is an expensive product and is backed by **************** of the handles stopped working within 10 uses.... they agreed to replace but have not done so over the last 5 months.... no response to voicemails, emails... no updates provided.Would appreciate your help in resolving this matter.

  Business response

  11/08/2022

  Hello
  
  
  We are very sorry about this. We are experiencing delays with product shipments from our warehouse in ***** and cannot fulfill replacement parts within our usual timeframe. We update our customers about the delays and tell them we will satisfy their warranty once more stock arrives. Please know that we have not been selling any products on our site for the last five months due to the delays. 
  
  
  Regarding Pinecca's complaint - we have found a dumbbell handle part for her and will ship it out this week to take care of her concerns. Our last correspondence with ******* explained the delay and told her we would reach out once her order was ready to be fulfilled. We will email her today (November 8, 2022) to inform her that her part is being shipped this week. 

  If you have any other questions or concerns, please let us know.

  Thank you,

   

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩