Brutal
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 itâ. 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.
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