Complaints

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.

• Initial Complaint

  Date:05/22/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 decided to purchase an Ab Coaster directly from the company since they were charging $20 less than the same product on ****** and were adding an incentive of an additional product that was to be delivered with the pieced of exercise equipment.I placed my order on April 17th and waited a couple of weeks. I did not hear anything and reached out to the company to ask them if they had shipped the item. I received no response. Finally on May 5th I heard from someone named *** ***** who said my address was incorrect and there was still an option to send me the product at no additional charge. By that time I was unimpressed with the lack of contact and customer service so I reaffirmed my wish to cancel the order.She notified me that if I did that I would have to pay shipping costs. I said not a usual thing when you can get the same product on ****** with no penalty for return, but OK continue with the return. Yesterday I received an email from the Director of Finance who notified me they finally processed my refund. The shipping cost was $150.On their website they state the customer is responsible for return shipping. I have two issues with this. One, I never received the product so I technically did not return it. Yes, they will try and blame me for the address snafu, where when I used Apple Pay it chose an abbreviated version of my address. However, you can clearly see on the notification from the Finance Director, they had my correct address right below the shipping address. Secondly, on the site they specifically say the refund amount will be the original amount minus our shipping costs.I would like for them to prove it cost them $150 to ship these items or please provide me a refund for what the actual shipping costs is. I find it hard to believe that a large company would pay 40 percent of an items return as a cost of shipping.Thank you for your consideration. I have attached correspondence and emails that may assist in your investigation.Appreciated.

  Business Response

  Date: 06/02/2025

  Good Evening,
  

  Thank you for the opportunity to respond to this complaint.
  

  The customer placed an order through our website but failed to provide a complete and valid shipping address. As evidenced in the screenshots he submitted, the address field was missing a critical detailspecifically, the house number. While our system verifies city, state, and zip code, it cannot detect an incomplete street address. Our operations are built to process and ship orders promptly, in line with customer expectations for fast delivery, and this order was no exception.
  

  The order included two items: a smaller accessory called an Ab Ball and a larger piece of equipment, the Ab Coaster PS500. Upon learning that the original delivery failed due to the incomplete address, we were able to provide a corrected address for re-delivery of the Ab Coaster. Unfortunately, the Ab Ball had already been returned to the sender as undeliverable.
  Despite the address error being outside of our control, we offered to re-ship the Ab Ball at our own expense as a courtesy. The customer declined and instead requested a full refund. In doing so, we were then responsible for the cost of shipping the larger unit backan expense we had already incurred once under our "free shipping" policy (note: shipping is built into the product cost but is never truly free).
  

  Once the returned items were received and processed, we issued a refund to the customer minus the $150 shipping cost. Our return policy clearly outlines these terms, and we communicated this multiple times during the correspondence.
  

  While we understand that the customer may have experienced frustration due to the delivery issue, we cannot assume responsibility for the costs incurred as a result of incorrect information being submitted on the original order.

  
  At The Abs Company, we are committed to honest and fair business practices. We stand behind our efforts to resolve this issue respectfully and reasonably and are happy to provide further documentation if needed.
  

  Thank you for your time and consideration.
  Sincerely,
  ***** ******
  The Abs Company

   

  Customer Answer

  Date: 06/03/2025

   
  Complaint: 23361618
  
  I am rejecting this response because:

  This is a ridiculous answer especially from a Finance professional. They could not stay in business if the cost to ship one of these $375 items was $150. It is clear they will not refund our money because they are lousy business people if they dont have a better logistics process and they cannot verify an address before shipping a product even when they have a billing address clearly provided by the customer. The fact that they wanted to ship me the item after me following up for two weeks and getting the run around further explains why they sell on ****** due to the poor internal communication and shipment process. 

  Again, if I had purchased this product on ******, they would have taken the return with no charge and refunded the full amount of my purchase.

  Criminals. Please make sure you post this where people can see it. Maybe it will keep a few customers from ever doing business with them.

  Thank you for your effort to try and resolve this BBB.

  Sincerely,
  
  ***** *****

  Business Response

  Date: 06/14/2025

  To Whom It May Concern:

  
  We appreciate the opportunity to provide a further response regarding the customers recent comments.
  The customer appears to be equating the shipping cost with the product value, without recognizing the reality of shipping logistics. The item in question is a large, oversized box with considerable weight, which significantly increases shipping costs. In this case, we incurred the cost of shipping the item out onceand due to the customers error in providing an incomplete shipping addressit seems to be expected that we absorb the cost of the return shipment? This is in addition to the full product refund of $229 that we issued.

  
  It is unreasonable to expect a business to absorb multiple layers of shipping costs resulting from customer input errors. Had this purchase been made through ******, our return policywhich is clearly stated on our Amazon storewould remain the same and still require the customer to be responsible for accurate shipping information and any resulting return costs.

  
  Weve proudly operated for over 20 years and stand behind our commitment to fairness and transparency. We certainly understand that mistakes happen, but we also believe customers must take responsibility for the information they provide at the time of purchase. Billing and shipping information serve different functionsbilling is tied to payment verification, whereas shipping requires precise delivery details. Our systems are not designed to automatically sync billing addresses with shipping fields for this very reason.

  
  We believe our handling of this matter has been fair and consistent with our policies. Should further clarification be required, we are happy to provide additional documentation.

  Thank you!