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:12/09/2023

  Type:Delivery 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.

  Ordered a pair of mens sweatpants from For the Fit website on November 15, 2023. The money was taken out of my bank account on November 16, 2023. It is now December 9, 2023 and I still have not received the item. Ive messaged, emailed, and attempted to chat with them on their website but they are not willing to refund my money ($70) or attempt to figure out why I havent received the item. The tracking number they provided for the shipment has not updated since November 20, 2023. The delivery date continues to get pushed back further and further every single day. I realize things get delayed around the holidays, but its been almost 1 month now and I havent received the item or a refund. *** attempted to call the delivery company, as well as attempt to file a claim for the missing item. However, I get nothing but an automated message, and Im not allowed to file a claim on the website. Their customer service is a joke and so is their company.

  Business Response

  Date: 12/10/2023

  This customer placed an order on 11/15 and she was sent an order confirmation via email that same day.  It shipped on 11/16.  She was provided with a shipping confirmation email with tracking that same day.  Customer selected standard ground, which is up to 14 days to deliver.  Customer contacted us for the first time on 12/6.  She claims she contacted us multiple times and by multiple means, but 1) we reply to all customer inquiries within 1 business day or less and 2) we searched all email records (including spam folders) and all chat records - and confirmed customers claim is false.  Her first attempt to reach us was Dec 6th and she received a response the very same day with complete details of her order and tracking, as well as, instructions of what to do next if her order was not received.  We did let her know (as is also stated throughout our site and agreed to at checkout), that carrier delays this time of year are possible and we cannot be responsible for those delays.  With that said, we instructed her to continue tracking the order (since it did NOT show as lost or give any such indication, but rather gave an estimated delivery date of Dec 11).  We let her know that the order appeared delayed, but not lost and instructed her that if the order was not delivered on the 11th or did not arrive within 30 days, the order would be considered lost and we could issue her a refund at that time.  It is not unreasonable that when the order is to arrive within less than a week of her reaching out to us, to ask that she continue to wait the remaining 4-5 days to see if the package is delivered as promised by ***** but customer seems to want to jump straight to battle and warfare to deal with this issue.  On December 12th, ,if the order is in fact not yet delivered to the customer, we will be happy to issue a refund.  But when there is both proper tracking and a stated delivery date, a refund is not warranted.  Also, I'm not sure how this customer is concluding that having been provided both her order fulfillment within 24 hours, full and consistent email communications regarding the order, and full, complete and polite responses to all additional emails she later sent (including clear next steps to resolve this matter to her exact satisfaction), is somehow terrible customer service - we've certainly done our best to serve her and will continue to do so per the plan we established on the 6th of December with the customer and restated above. Thank you,

  Customer Answer

  Date: 12/10/2023

  What a joke. Ill be waiting for a full refund on December 12. Maybe you should make sure your messages on your website are working before you call me a liar. *** reached out to you more than once. First with no reply. Then an automated message on your Chat.  Then finally an email. Ive been tracking the package that has not been updated since November 20, like I mentioned in my email. Ive called **** which is how you shipped it according to the tracking number, but I only get an automated message and not able to speak to a representative or file a claim. Ive also notified ***** with no success on figuring out where the package is. According to the reviews on your website, Im not the first person to have problems with you. I will certainly never do business with this scamming company again. 

  Customer Answer

  Date: 12/12/2023

   
  Complaint: 20982757
  
  I am rejecting this response because:  Date Sent: 12/10/2023 9:16:52 PM
  What a joke. Ill be waiting for a full refund on December 12. Maybe you should make sure your messages on your website are working before you call me a liar. *** reached out to you more than once. First with no reply. Then an automated message on your Chat.  Then finally an email. Ive been tracking the package that has not been updated since November 20, like I mentioned in my email. Ive called **** which is how you shipped it according to the tracking number, but I only get an automated message and not able to speak to a representative or file a claim. Ive also notified ***** with no success on figuring out where the package is. According to the reviews on your website, Im not the first person to have problems with you. I will certainly never do business with this scamming company again. 
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 12/12/2023

  As per our previous communications with this customer, tracking showed an estimated delivery date of 12/11 by 9pm.  As we stated repeatedly in response to customers emails and chats, if the item was not marked delivered by this date, we would happily issue a refund.  As of 12/12, the tracking shows a new updated date of 12/12 by end of day.  However, we went ahead and issued the refund anyway as of 12/12.  See screenshot attached.  We have ALSO sent this customer a return postage label, as in our experience, the package will be late, but it will arrive (these delays are common across all carriers during the holiday season) . When she receives the package, she will need to return it to us using the provided postage label so as not to be re-invoiced for this order. Also, customer should understand that while refunds are immediate on our end, it is solely up to her card company or bank how quickly that refund will appear on her statement or post to her account.  She will need to contact THEM directly to find out when she can expect to see the refund post.  This customer should also take care to refrain from continued libelous language in regards to our company, as we have been clear, courteous, quick and constant in our communications and we can and have the evidence to back that up.  Thank you.