FitnessFactory.com Reviews 9

What a terrible customer experience at the West NY gym.
3 weeks ago Walter the trainer berated me for leaving the private trainer section 5 minutes early, I did not report him to management out of kindness but lied to management and told them I was rude to him, I say to owner of this business, run the cameras and the truth will be self evident.
Also the Juice bar overcharged me for a shake and when I asked them why they said it was for extra product added we did not solicit, so they basically stole my money.
My membership was cancelled and my card was charged for month not even begun.
I was also charged $700 dollars for a personal trainer after I cancelled the contract.
The lady that closed my account committed and act of perjury by basically lying about me to manager Xavier.
Shame of you Xavier for not investigating facts and arbitrarily cancelling my membership.
I will definitely be reporting this business to NJ Gym Board.
Carlos M.

They sent us a stairmaster that worked for a couple weeks and suddenly stopped working. We’ve been trying to make contact with them about it since August. They’ve not picked up any of our calls, nor responded to any voicemails, or emails. Quality of stairmaster, terrible. Reliability and customer service of company.. TERRIBLE. Stay far away from this company!!!

I will not be ordering from here due to reviews, hope everyone does the same.

There products are very good, but the delivery takes way too long to actually reach you, so buy it directly if you want to buy something.

Really enjoy these classes, great variety and different classes each time .

Well, if you enjoy feeling insulted and undervalued as a consumer, this is the place for you!
Samantha, the sales associate, initially gave good customer service. She was helpful and professional, so that was a nice start. The problems were with the delivery of the goods ordered and the follow-up. I ordered a complete home gym from this company for nearly $4000 in July 2023, with an in-store pick-up in November following my move. I assumed that this would have given the store enough time to process the order and ensure that all items were available. Before I arrived, I was informed that all of the items would be in the warehouse and ready for pickup. However, upon arrival, I was informed that some products had not made it onto the truck in time.
No worries, as the staff assured me that the products would be included in the next shipment and available for pickup next week. So far, so good. The following week, I called to ensure that the missing goods would be available and spoke with another associate, who told me that everything was ready for pickup. When I arrived, I realized the items were still missing. Concerning because it is a 60km round trip to the the store from my home. Samantha was not present that day, so I spoke with a little guy who informed me that "these things happen and that I should wait for a call next week to come then collect my missing and previously paid-for items."
I waited for a response that never came. I promptly called to inquire about the goods, only to be told that they would not be receiving them at all. At this point, I requested a refund but was told that they only provided in-store refunds, meaning I would have to return to the store for the third time in three weeks to receive my money back for products ordered in July. When I arrived, I discovered that the precise power rack I had purchased was not only on sale but also included a free gift (TRX system $230). When I asked about the complimentary present, the tiny worker replied, "Yeah, we don't recognize retroactive sales," and that if I brought up this issue with management, they would laugh and disregard it”. Nonetheless, I emailed the store's management, detailing the problems, and received no response. So, here we are. I believe that including the free item with my price-reduced power rack was, at the very least, the appropriate thing to do. Not only for the inconvenience and the money I had already spent, but also to keep me as a satisfied, repeat customer in the future. That didn't happen, so, as you can imagine, I won't be doing business with a company that employs poor business practices and does not value its consumers.
There are plenty of other fitness equipment providers in the region, and I would strongly urge you to avoid this establishment unless, of course, you enjoy feeling disregarded and unappreciated.

To follow up on your late reply:
Edmonton location - Samantha B
DTG: Sep 2023

She worked there, unless she was an imposter, I have all the receipts and email chain with our comms. If you truly want to earn my business back, I'm open to it, let's hear it.

Lori was incredible with the best customer service I have ever experienced. I sent a contact us request on a weekly and received immediately a response back willing to help. Sunday we completed the request with a call and received the speciality bench the same week!! Lori kept me up to day along the way.. Unbelievable!! Lori was awesome!! Thank you so much

Ordered stair master on May 12. Now June 21 and still waiting for the shipment. Have emailed sales rep and left several voicemails, no response.

I ended up opening a dispute on PayPal, which is how they had asked me to pay for the equipment. I was able to get a refund. However, I never heard back from the rep.

We are building an exercise room in our home and went to 4 different places to learn about, try out, and purchase equipment. At Fitness Factory in Chicago, Ken Maxie helped us. He was friendly, knowledgeable, and honest in his thoughts and helpfulness. He gave us tips on how and what to purchase. We found the pricing comparable or better than the other places we checked out. We ended up purchasing from Fitness Factory and are looking forward to using the rower, elliptical, Jacob's ladder, and functional trainer in our new home.