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Business Profile

Exercise Equipment

My Gym USA

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Exercise Equipment.

This business has 1 alert

Complaints

Customer Complaints Summary

  • 63 total complaints in the last 3 years.
  • 13 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:12/06/2022

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I ordered what I thought was a set of dumbbells' on their website at 6:41pm 11/29. I got the confirmation email for the order that stated I would receive a notification they had shipped. This was followed up with an email about FAQs. That's when I realized that this is only one dumbbell and not two and they are not the Bowflex even though that looked almost identical and they even named the same name. Their website and confirmation email both said I can cancel an order before it is shipped. I immediately looked how to do this. The only way is call or email their customer support. I called at 6:47pm (6 minutes after I purchased them) and got a generic machine operated voicemail. I left a detailed message to cancel. I then followed up with an email immediately after at 6:50pm to cancel. A couple hours later I sent a Facebook message to them. Each day after I either called, left a voicemail or sent a Facebook message with no response. This morning I filed a dispute with my credit card company on the charges. Around the same time the company finally responded to my first email saying sorry I can't cancel because the order has been processed. This goes against what the website says, which is it can be canceled if done so before it ships, and I know it didn't ship in 6 minutes after I ordered it. Also, I still have never received a notification it has shipped, which further proves I canceled in the required amount of time.

    Their unresponsiveness and poor customer service along with their motive to deceive their customers is a huge problem.

  • Initial Complaint

    Date:12/01/2022

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I ordered a dumbbell set on Nov. 18 and realized right after ordering that it wasn't what I thought I had ordered. I immediately tried calling and left a voicemail. Then I immediately emailed. I received an email response within a day that said they could offer me 15% off my next order and would I like to do that. I emailed right back saying no thank you and to please cancel my order and send a full refund. (almost $200). It's been nearly 3 weeks since I heard from them. I have emailed 5 additional times and called 3 times more and left messages. No one is responding. My card has been charged and I do not have the product (which was supposed to be delivered 5 days from order) nor do I have what I really want which is a refund. DO NOT BUY FROM THIS COMPANY!!!

  • Initial Complaint

    Date:11/28/2022

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Heavy Duty 552 Select Adjustable Dumbbell Set 52lbs: on 11/7/2022 I thought I was purchasing an Adjustable Dumbbell "SET", instead I only ordered 1 Dumbbell. The set, I later realized was for the dumbbell and a tray. However, the picture of the item shows 2 dumbbells, or a SET. Upon realizing that this was only 1 dumbbell, and not 2, I immediately called and left a voicemail with my order # and requested to cancel the order. I also emailed them that same evening stating that I wanted to cancel my order. On 11/9/2022 I sent a f/u email. they did not respond until 11/11/2022, 50 minutes after I received an email stating that my item had been shipped. They stated that they would give me 15% discount. I didn't see the email until 11/12/2022 at which time I stated I had wanted to cancel my order. I requested a cancellation 4 days prior to them shipping the item. Now they want me to pay for shipping back to them. Had they cancelled my order timely, it never would have shipped. I don't feel like I should have to pay to ship this item back to them for my refund.

  • Initial Complaint

    Date:11/17/2022

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    10/23/2022 I purchased a dumbbell "set" from this company only to realize it was just one - even though they called it a set and had photos of two dumbbells.

    I emailed a request to cancel this order two hours after the initial purchase, which is why I realized they lied. I sent multiple emails asking for an update on my request. They never responded and then shipped the item anyway.

    This is on their website: Please contact us within 24 to 48 hours in order for us to cancel the order. Please note, we will only be able to cancel the order if the order has not been processed. If the order has been processed, you can return the order back to us for a full refund.

    There is no way 2 hours after purchase - on a Sunday at 9am PST time - they would have processed this request before I sent my cancellation email. It was not processed when I checked the status the next day via the link they sent so I believe they are in the wrong.

    I refused delivery and it was sent back to the company. I have sent more than a dozen emails asking for a full refund and they have only responded 3 times. Each email completely ignores my request. They don't even acknowledge it.

  • Initial Complaint

    Date:11/12/2022

    Type:Sales and Advertising Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Advertising shown a bow flex adjustable weight and after purchasing it states they are generic. False advertising and unwilling to cancel order

  • Initial Complaint

    Date:10/31/2022

    Type:Sales and Advertising Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I ordered a 2 dumbbell set from My Gym USA based on the photo and description shown on its website. Within seconds of purchasing it online I received an email stating only 1 dumbbell comes in a set. My Gym USA used deceitful and false adverting. If they are only selling 1 dumbbell then state it clearly and show only 1 dumbbell in the photo. Within seconds of placing the order I tried to cancel the order. I have emailed My Gym USA 4 times and left 2 voicemails, the company has not responded to any of my communication attempts. I want the order cancelled and given a refund. I just realized there are numerous complaints against this company, not a surprise…

  • Initial Complaint

    Date:10/25/2022

    Type:Delivery Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Two different orders. Order numbers 10495 and 10489. The company website shows 2 dumbbells as 1 item. I have reached out several times by email and called 3 different phone numbers. Each message that I have left left, has been ignored. Voicemails are not being returned or even answered. I have spent almost 700 total.

  • Initial Complaint

    Date:09/09/2022

    Type:Delivery Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I purchased "ADJUSTABLE DUMBBELL SET" from My Gym USA. I knew it was knockoff, but for the price, it was still a good deal for a set of dumbbells. After making my purchase, I did some more research on their product and ran across some reviews and BBB complaints saying it was a scam and false advertising. Instead of a set, they only send you 1 dumbbell. I emailed My Gym USA immediately the same day within 15 of my purchase and asked if my order only contained 1 dumbbell, if so, I would like to cancel my order. I heard back from My Gym USA 2 days later saying sorry for the confusion, the set refers to one dumbbell. They did not cancel my order and gave no options for fixing the issue. I replied back to them and have not heard anything back.

    I would like My Gym USA to send me an additional dumbbell to complete my "set". Or I would like to return the one they sent at no cost to me.

    Purchase date - 9/4/22 11:16AM
    Email sent to My Gym - 9/4/22 11:30AM
    Order Number - 3569
    Product - Heavy Duty 552 Select Adjustable Dumbbell Set 52lbs/90lbs

  • Initial Complaint

    Date:08/29/2022

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I ordered. Dumbbells from My Gym USA and only one came. Also they are coming up as Bowflex but they are not, and they’re say the retail value was $400 which is also a lie.

  • Initial Complaint

    Date:08/11/2022

    Type:Delivery Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I purchased a “set” A 52 pound dumbbells. The picture of the item even showed two dumbbells, but only one dumbbell was sent. I have attempted to call and email, with no response. I will attach a picture of the items description from the companies website and a copy of my shipping confirmation that show the description of a set and a picture of the two dumbbells.

My Gym USA is NOT a BBB Accredited Business.

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