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Business Profile

Gymnasium Equipment

Tru Grit Fitness

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Gymnasium Equipment.

Complaints

Customer Complaints Summary

  • 65 total complaints in the last 3 years.
  • 0 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:03/12/2023

    Type:Service or Repair 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.
    My initial purchase of the 100lb sand was made on 11/11/2022 and I paid $71.24 for the bag. Initially the business did not advertise the bag was out of stock and on back order but was later informed that the bag and another item I ordered was on back order. I received my other item in the order on 01/06/2023. I didnt receive a shipment notice of the sandbag until 02/24/2023 and it was delivered 03/02/2023. As soon as I got the bag I went to ********** and bought the appropriate sand in the appropriate amount and filled the bag. Proceeded to do a work out with the bag which did not last long. The third time the bag hit the ground (which it should be designed to do and the company represents that it can do) the seems split on the bag allowing the sand within to spill out. Rendering the bag completely useless.I sent and email to the companys support team and advised them of the issue on 03/02/2023 with no response. I have sent two additional emails on 03/06/2023 and 03/09/2023. Also no response. I also called the company on 03/06/2023 where I was placed on a return call list and I never received a return. I have also left googles reviews on my experience with no response. I just want the cost of my product to be refunded and no one has taken any steps to fix this issue.

  • Initial Complaint

    Date:03/03/2023

    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 ordered $299.96 worth of fitness equipment (several pairs of dumbbells) from Tru Grit Fitness' website during an online sale on 10-16-22. The full $299.96 was charged to my wife's credit card that day. On 10-23-22, I received an automated email stating that the company was behind on orders and they were working to fulfill all open orders as fast as possible. I replied via email on 11-9-22 requesting an update, and I received an email from a customer service representative stating that my items were backordered and they were working to resolve the issue. On the same day, 11-9-22, they shipped all the items in my order except for two 50 lb dumbbells, worth $149.99 of the original order. I recieved those items on 11-14-22. On 11-22-22, I received another automated email stating that my order was still backordered. I replied via email on 12-21-22, requesting an update, and the same representative as before replied and told me that they expected to ship my order within a week. I replied to that email on 1-12-23 and 2-17-23 requesting a ship date, which they never responded to. By this time, I had started attempting to call their customer service line and leave messages, and I've never spoken to an employee on the phone nor received a response to my messages. I've continued replying to the latest email chain on 2-28-23 and 3-3-23, requesting a refund for the items that haven't shipped , and I have yet to receive a response. At this point, I haven't received any correspondence from the company since 11-22-22, nor have the 50 lb dumbbells been shipped to me. All I want at this point is a $149.99 refund so that I can order the items from a more reputable business.

  • Initial Complaint

    Date:03/03/2023

    Type:Service or Repair 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 treadmill from Tru Grit Fitness on 11/28/2022. I called Tru Grit Fitness in January 2023 because we had not received the treadmill and someone in customer service said that the item was on back order but would have the item by the end of January most likely. I said ok that was fine. I have called at least ******************** February 2023 and nobody will pick up the phone at Tru Grit. Their message says you can leave your number and they will contact as soon as possible but no one will call me back. I messaged them on ******** and I was speaking to someone and I explained I no longer want the treadmill. They said they are short handed but would help me cancel my order. Since that communication, the order has not been cancelled and they have deducted 2 payments. I have called again today and sat on hold for over 20 minutes and no one will pick up the phone. I've left my call back number yet again and no phone call. I don't know what else to do. They will not answer their phones and they won't contact me back via email or ******** chat. I'm contacting my bank to tell them to deny anymore of these payments but I want my money back for the 2 payments they've stolen. I no longer want this treadmill due to their poor customer service.

  • Initial Complaint

    Date:03/01/2023

    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 ordered a rower and air bike on November 25th order number #*******. I then received an email on December 2nd saying our order was delayed. After that I NEVER heard back from the company in regards to my order. In January I began calling you to check in on the order. Again it took me over a week to even get a call back. On January 12th I spoke with a customer service rep who told me that the order was not going to be fulfilled as the shipment of the products I had ordered did not arrive and she did not have any info as to when they would. Therefore, she told me that I would be issued a refund within **** business days. At that point I assumed a refund would be issued and I would not need to take no further action. On Monday February 20th I received a *** notification that my items from my order (which was supposed to be refunded on January 12th) would be arriving on Wednesday February 24th. When I checked my credit card statement there was NO CREDIT from ******** and I had already purchased other equipment to replace this order. I then began calling Tru Grit on Monday, February 20th and yet again have had NO COMMUNICATION back. I also sent an email on Monday, February 20th, Wednesday February 22nd, Friday February 24th, and now today Wednesday March 1st and again have heard NOTHING. The items have arrived and I have requested information on how to send them back as there website states they issue refunds within 30 days of delivery. Yet, still nothing in from them!!! This is completely unacceptable and I do not appreciate the lack of customer support let alone loss of over **** dollars!!! If I do not get a response with shipping details by the end of the week I will have no choice but to take more severe measures. I will contact my lawyer on Friday, March 3rd if I have not heard from you.

  • Initial Complaint

    Date:02/24/2023

    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.
    We purchased a $2000 machine last November and at the time there was no back order listed on their website. They told us that was a glitch when we reached out in December asking for an update on our order. They then said it would ship in January. We reached out again and in January asking when the order would ship and they extended the date to March. I have since reached out to this company on every platform I could possibly think of asking for an update on our order and i have not received any communication for 10 days. On social media platforms I can see that there are tons of other people posting that they are having the same exact issue and the company is just not responding to them. I cant even cancel my order at this point because I cant contact anyone. They have had $2000 from us since November without a single honest update on when we will be expecting the product.

  • Initial Complaint

    Date:02/24/2023

    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.
    ORDER #******* on 11/30/2022 In this order were multiple items including a treadmill on back order. I am financing the order through Affirm. I no longer want the treadmill which I am currently financing but haven't received. I reached out to customer service daily with no one answering me. I have also reached out to my sales rep with no return message. Simply put, I am paying for an item I haven't received and no longer want.

  • Initial Complaint

    Date:02/24/2023

    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.
    On November 25, 2022, I purchased an adjustable weight bench from Tru Grit. When the bench arrived, it was missing hardware and the bench pad was damaged. The seat pad of the bench was damaged and warped making any incline with the bench unsafe. I have contacted ******** repeatedly to resolve this issue with a damaged product. It takes about 10 calls and e-mails to receive any return call. Do not expect anyone to pick up the phone or return your call. I have been assured twice a replacement pad was on the way but never received it. This company is extremely difficult to contact and not customer service friendly. Do yourself a favor and avoid ordering fitness equipment from this company. Or, cross your fingers and hope the product arrives without defect.

  • Initial Complaint

    Date:02/23/2023

    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.
    ORDER #******* Amount of refund: $656.24 Issue: Defective Product Complain: Several follow up emails and hard to reach customer support. The product was shipped back via *** to our surprise the same box came the following week. Nobody has reached out and I jusy want my money back. To much of an inconvenience dealing with company.

  • Initial Complaint

    Date:02/23/2023

    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 bought some fitness equipment from True Fit fitness in ****************. They got website and a phone line. I emailed them several times in last two weeks, and called 3 times always on hold. With the understanding they will call when my b turn, AND NOTHING. Is there a way you can look into it for me I really would appreciate it.

  • Initial Complaint

    Date:02/23/2023

    Type:Service or Repair 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.
    10/5/2022 $1,710.70 ($1,671.99 for the defective product)This product (Grit Runner Tread) has a lifetime warranty I received this product in October and it came with broken pieces and the monitor does not work. I have been unable to use this product for 5 months now. I have been in contact with customer service numerous times with no solution. I have been promised replacement parts are being shipped to me and then i never hear back from customer service. My most recent correspondence was on 2/2 when I asked the status of my replacement parts and they said they didn't have them yet. I told them I was tired of having a treadmill taking up space collecting dust and that i wanted a refund they said they mysteriously DID have the parts and were getting them right to me. 3 weeks have passed by with no parts received, i followed up with customer service a few days ago with no response. I generally have to send multiple emails to get a response otherwise i am ignored. This has been the most stressful experience i have ever had with a product/company. I work in customer service and i would never treat a customer this way. There's no guarantee these replacement pieces are even going to fix the problem. I just want my money back like I asked for 5 months ago.Order #*******

Tru Grit Fitness is NOT a BBB Accredited Business.

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