We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Gymnasium Equipment

Better Body USA

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Gymnasium Equipment.

Complaints

Customer Complaints Summary

  • 5 total complaints in the last 3 years.
  • 1 complaint 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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:03/06/2025

    Type:Billing 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 the home page of their website in bold print it states that they offer "FREE SAME DAY SHIPPING" "Enjoy free express shipping on all orders. We ship orders every business day before 12PM. Order now to receive it the same week." However, when I went to place my order, they added a shipping charge of $399, it wasn't clear why this was added. So, I clicked on the (?) symbol next to the charge then it took me to their shipping policy which addresses numerous shipping policies and down at the very bottom they address "Heavy Order Fees"?"Orders above 300lb are subject to a heavy processing fee, if you have any questions or concerns about this fee please reach out to our support team and they will gladly assist you" This prompted me to call the company, and I was told they knew this was an issue since they started to include this charge a couple of months ago, I was told they hadn't had time updated their website yet. This is not entirely true since they were able to edit their checkout page to include the $399 shipping charge add the "Heavy Order Fees" at the very bottom of their shipping policy you get access to at checkout. I believe their Free Shipping statement is very misleading considering they sell heavy gym equipment, which routinely exceeds 300lbs and as a result I feel they should edit their Free Same Day Shipping statement to include "any orders weighing more than 300lbs will be charge $399", if not, than they should not be charging their customers this fee. Respectfully,

  • Initial Complaint

    Date:11/04/2022

    Type:Product 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.
    Date of Transation: August 4th @ 11:46am (see attachment)
    Amount Paid: $2,319.91

    I am having an issue with a company called Better Body Equipment. I purchased equipment (a manual treadmill) on August 4th. $2,319.91 in total. I was then told it was on backorder. They were not able to provide a timeline on when it would be sent. When I ordered it it was not on backorder. I requested to cancel the order on August 17th and was told the item was in transition. Which it was not. I continued to ask for a refund and to cancel the order and customer service ignored my request. Then a week later I was sent equipment that was not what I ordered, over 500lbs of dumbbells. I informed them they sent me the wrong equipment and I wanted to cancel the order. They have refused to process my refund. The treadmill "is still being tracked down" and they don't have one to send me. It's been almost 90 days and from what I have read on consumer rights, what they are doing is illegal. Now they want me to print labels and mail the equipment back in order to process my refund. They are refusing to refund me until I do.
    I told them they could mail labels and arrange someone to get them because I was not able or willing to.

    I had my lawyer write a letter to them to refund me and about their illegal operation. (See attachment)
    Better Body continues to demand I send back 500 lbs of equipment that they sent incorrectly before they would refund me, without offering a solution or picking up the equipment themselves. Long story short they are illegal holding my refund for merchandise that has not been delivered, with little understanding of consumer laws. I would not recommend supporting this business.
    I have attached emails of our conversations as well as the letter from my lawyer.

    Business Response

    Date: 11/04/2022

    Hello,

    We do understand how inconvenient this has been to the customer and we truly are sorry about this. The treadmill they ordered was on pre-order at the time they purchased. The customer was just not aware of it but this was stated on their website. We did advise them kindly about this. They tried cancelling but the shipment is already on its way. Unfortunately, our company made a mistake with the shipment. A set of dumbbells was shipped instead.

    We owe up to this mistake and all we ask of the customer is to print return labels for the refund they requested to be processed. We can schedule a carrier to come pick them up. Unfortunately, the customer is not willing to. In this case, we cannot process anything on our end as we have policies in place. We'd be happy to refund their order as long as they return the items shipped to them by mistake.

    Customer Answer

    Date: 11/23/2022

    Better Business Bureau:



    I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  



    [Provide details of why you are not satisfied with this resolution.]

     

    Hello, I wasn't able to respond to the portal on my complaint. The issue has not been resolved and the company is also lying about how they handled my order. The treadmill was NOT on backorder when I ordered it.  They didn't tell me it was on backorder until almost 2 weeks after I purchased it when I had to follow up 3 times on my order. I also tried to cancel the order the day I found out it was on backorder and they ignored my request 4 times. Everything is in writing with our communication and timelines. They continue to be dishonest about how they handle business and are also breaking multiple consumer laws. It has been one of the worst consumer service experiences I have ever had.

     

    I told them for months to organize their own pickup of their through USP because I could not do it. They refused and told me I need to print labels and organize a pickup for them. I have had my lawyer involved. They still owe me over $2000 and have not delivered the item I ordered and it's been almost 4 months. 



    Regards,





     


    Business Response

    Date: 11/25/2022

    Hello,

    We admit there has been issues with the customer's cancellation request. Our team made a mistake as well with shipping the incorrect item. We have apologized multiple times, we hope you understand we are not a perfect company. Again, we truly are sorry for all this inconvenience. We would have gladly refunded the order if the item sent to the customer was returned promptly but the customer refuses to do so. It is standard for companies, not just ours, for products to be returned first before processing refunds. We are small company and we hope you understand we cannot simply give away products.

    The customer finally returned the product and please know that the order has been refunded now. I attached a screenshot of their order details. Thank you for your understanding on this.


    Respectfully,
    Better Body Equipment

Better Body USA is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.