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Business Profile

Exercise Programs

Sports Performance Factory LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Exercise Programs.

Complaints

Customer Complaints Summary

  • 2 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:02/07/2024

    Type:Delivery Issues
    Status:
    Answered
    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 1/20/2024 I paid $99.98 to ********* website for three bottles of a product. The website uses a program them changes the address given by the customer. This program assumed I live in ** *********** ** instead of *********** **. and changed the zip code of my order. **** never delivered to me and sent it back to *********. According to their tracking, they received the bottles 2/3/24. I have been communicated with their customer service several times, since they don't answer their phone, and they still, don't read the thread, keep on responding like the issue is new, and after 17 days I have yet to receive my money back.

    Business Response

    Date: 02/17/2024

    Hi ***, thank you for reaching out to us and sharing your frustration with your order. As you can see from our long history in business with next to no claims, we are proud of the business we run and stand behind our products and support our customers, whether they are happy or not. We are unsure where the claims of an inability to reach a support person came from however since we have your documented ticket history of correspondence - and no ticket was left unanswered - with all being answered within 12 hours of their submission. Likewise, our support agents are available 9am to 5pm EST M-F to answer all calls that come in. I'm unsure of what time frame you were attempting to call in. Regardless, we always want our customers to be happy and in the event that it doesn't happen we go to great lengths to ensure a positive experience in parting ways. I attached a confirmation of your refund. Should you need any further assistance or would like to talk to one of our experts to better assist you with finding a program that is specific to your goals please do not hesitate to do so. We are always here and hope to see you return to the brand in the days and weeks ahead!

  • Initial Complaint

    Date:07/24/2023

    Type:Product Issues
    Status:
    Resolved
    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 refund request. Product never received. Was shipped back to vendor.

    Business Response

    Date: 08/08/2023

    ** *******

    Apologies for the experience you had with your order. It certainly is NOT the typical fast delivery that we excel at providing our customers. I reviewed the notes of the order however and see that, long story short, you've been provided with a refund for the order. For clarification however if it's of interest, there was a handoff of *** to **** on this order (unsure why) that resulted in a package mistracking - essentially it was re-routed and nobody could account for its location. Our returns are normally processed when an order is returned to our warehouse so that we may validate their recovery, however given how long this was taking and the inability for anyone to vouch for its whereabouts, we were happy to provide your refund early. The package ultimately was returned to us. The bottom line is we want our customers to have nothing but positive buying experiences and we realize that this was not one of them. We hope you'll return to us again and give us a shot to redeem ourselves the next time. Appreciate your patience and your trust in *********.

    Regards

    Jake

    Customer Answer

    Date: 08/09/2023


    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,

    **** ********

Sports Performance Factory LLC is NOT a BBB Accredited Business.

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