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:06/18/2025

  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 purchased the Oxefit on April 6th, 2025. During the day of the transaction, I received a few texts from customer service, but then there was complete radio silence. Eventually, I was able to reach customer service once, and was told that orders take 4-6 weeks. In early May, I tried to contact their customer service again to follow-up on the order. I called three times, and each time, the phone rang once, then someone hung up. I tried to email them, but their webpage would not load with the link to the email. Interestingly, when my order was finally about to be delivered, I was able to contact their customer service via the webpage. It finally loaded. At that point, I had visited this site (the Better Business Bureau) and seen numerous complaints about Oxefit and its products and customer service. I no longer wanted it.What followed was an exchange via email in which I was assured I would get a refund from a customer service representative. This was on May 13th, 2025. On May 14th, one of their executives personally called me, trying to get me to proceed with the order. I still wanted a refund. Nothing had changed.The executive said I would get one. That was a month ago, and we are at complete radio silence again.Last week, I contacted my credit card company, and they are issuing a temporary refund while conducting an investigation and trying to reach Oxefit. I am submitting a complaint to the ever-growing list here about Oxefit. Their customer service is abysmal, and I have serious concerns about their legitimacy, given that one of their chief executives is personally contacting customers in desperate attempts to avoid refunding them. It doesn't instill confidence in the brand, especially when you see what was said here. Save yourself the trouble and avoid their products.

  Business Response

  Date: 06/19/2025

  Thank you for reaching out, and we appreciate the opportunity to address your concern. We’re pleased to let you know that your refund has been processed and issued to your original method of payment. Please keep in mind that the timeframe for the refund to appear in your account is determined by your financial institution. We sincerely apologize for any inconvenience you may have experienced and are grateful for your patience. If there’s anything more we can do to assist you, please don’t hesitate to get in touch, we’re here to help.
  

• Initial Complaint

  Date:06/09/2025

  Type:Sales and Advertising 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 want to warn others that may be about to purchase the ********** not buy an OxeFit unless you are prepared to pay for it monthly forever after unlocking the machine all you have is freestyle and nothing else period oh and even freestyle is extremely limited. Highway robbery if you ask me.

  Business Response

  Date: 06/10/2025

  At OxeFit, were committed to delivering an exceptional fitness experience through smart systems that offer advanced performance tracking, guided workouts, and evolving content. We aim to be transparent about our pricing and subscription model during the purchase process and are sorry if there was any confusion. Our subscription model supports the ongoing development of high-quality content and features that enhance your training over time.

• Initial Complaint

  Date:06/06/2025

  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 believe OxeFit is engaging in deceptive practices. After placing my order, it took over two months for the product to be delivered. When it finally arrived, the XS1 fitness machine was damaged and partially non-functional. I immediately contacted their support team and provided photo and video evidence. Although they acknowledged the problem and told me it had been escalated for a refund, they have taken no action for nearly a month since they received the return.Ive sent more than 50 emails trying to resolve this. The customer service team avoids accountability, giving vague answers or no real follow-up saying it will be escalated. To make matters worse, they are now trying to charge me a restocking feeeven though they delivered a damaged product in the first place.I wish I had read their BBB reviews online before purchasing the machine. This company is a scam operation in my view. They advertise premium equipment and service, but deliver faulty products and then stonewall refund efforts. I am seeking a full refund and an official investigation into their practices.

  Business Response

  Date: 06/10/2025

  Thank you for reaching out and sharing your concerns. Please be assured that we are processing your refund. Our support team is actively working on your case and will reach out to you as soon as the refund is complete.
  We truly appreciate your patience and are committed to resolving this matter as quickly as possible.

• Initial Complaint

  Date:04/30/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore 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 first ordered some workout equipment from Oxefit. Specifically, a XS1, and an XS1 accessory tree. Total cost was *******. This was 2/12/25.For this transaction, I used Affirm to make payments. Shortly after ordering, 2/18/25, we emailed to cancel the order. My wife had been dealing with a health issue that she was losing consciousness and we would be given some substantial medical bills. I have the correspondence chain of emails in which I asked about when to expect my refund 8 different times. The first response to original cancelling of my order was a 30 day wait period for full refund. Everytime I email, I get swift response that they are elevating my concern to the finance ***** I have gotten this response 8 times. It is currently 4/30/2025 and I have had to make two affirm payments to satisfy my loan. Im not getting any response as an update, status, etc. Im requesting that OXEFit handle this refund immediately and to handle the affirm loan. I shouldnt even have interest as I cancelled this before it was shipped, built, anything. Ive never received the product or any product.

  Business Response

  Date: 05/15/2025

  Thank you for reaching out and bringing your concerns to our attention. First and foremost, we sincerely apologize for the inconvenience and frustration this situation may have caused.
  We have escalated this matter to our finance leadership to ensure it receives the attention it deserves. Additionally, a member of our customer care team will be reaching out to you directly to confirm receipt of this response and will remain your dedicated point of contact until the matter is fully resolved. We value your trust and are committed to resolving this promptly and fairly.

  Customer Answer

  Date: 05/22/2025

  I am rejecting this response because:   I have been told numerous times, “ the matter will be ESCALATED” to someone else. As I’ve said, this feels like a run around. You have my contact info, but you don’t need it. Just refund the money and make sure affirm doesn’t charge me any interest. That means the interest and payments I’ve already made. I’ve paid 541.16, soon to make another 270.58to affirm and my affirm total balance 9740.77. 

  Bottom line is I’m paying for an expensive product that not only do I not have, but cancelled 5 days after ordering. Nothing had been produced. This is all the fault of Oxefit not responding in proper time. I need this resolved, refunded, and I need it done now. Need I remind you that this order was placed 2/13, cancelled 2/18…it is currently 5/22. This is uncalled for.

  Customer Answer

  Date: 05/23/2025

  Here is the email chain with this company. These are scanned images of printed documents I still have. I’m sending this because something odd happened. 
  

  I don’t know if i understand this but after I sent them a final message today(it’s included in the above messages) my email chain is gone off Gmail. As if someone deleted it? I have checked trash, Gmail app, mail app. I’m not sure if this is possible, but I have no other explanation. I have contacted affirm(the payment company) and they understand it’s in dispute. I’ve sent the same email chain to them. I’m going to contact Google help desk when they are next open, see if they can recover the chain in its digital form. I know it’s holiday. 

  Business Response

  Date: 06/19/2025

  We understand your frustration and sincerely apologize for the inconvenience. Please note that your refund has been fully processed and returned to your original form of payment. The funds should reflect in your account based on your financial institution’s processing time. For any questions related to interest or payments, we recommend reaching out directly to Affirm, as they manage those terms independently. Thank you for your patience and please let us know if you need anything further.

  Customer Answer

  Date: 07/01/2025

  I have reviewed the business’ response and accept this
  resolution. 

• Initial Complaint

  Date:04/01/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  My husband and I did a tour with Oxefit to review the product and initially loved it. We placed an order on October 16th, paid in full. We were told it would take about 30 - 45 days to receive the equipment and given the fact the warehouse was local to where we live it would relatively be a quick turn around time. We never received the order. We sent several communications to request an update. Each time I called the office and asked to escalate, I was informed there was no one the call could be escalated to and the issue would be sent back to the same sales person we originally worked with (***) who would express it was on back order and a new delivery time window. I expressed my frustration that we did not have any proactive communication regarding the status unless we reached out and began to request a cancellation. After several requests we finally received confirmation on 2/11 that we'll be fully refunded within 30 days. I reached back out 3/21 via email regarding the refund status and there has been no response.I called on 3/25 and spoke to someone who said it would be escalated and there has been no response.I called today 4/1 and spoke to someone else, who also said it would be escalated and I would receive a call back. It's end of day and I have not received a response.Given the several requests with Oxefit to remedy, this has been an extremely frustrating and terrible customer experience and I am still waiting for the refund.

  Business Response

  Date: 04/08/2025

  As of April 2 2025, this customer has been fully refunded for the cancelled order.

  Customer Answer

  Date: 04/08/2025

  I have reviewed the business response and accept this resolution.   I received the refund.

• Initial Complaint

  Date:03/21/2025

  Type:Service or Repair 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.

  We ordered an Oxefit sometime around 1-2-2025 and we were told it was 8 weeks. It has been over 11 weeks. The sales *** has dodged our calls and emails. I have contacted them through social media and they won't respond. They delete everyone's comments online that are about how horrible their business is and how no one has received the product. They are stealing people's money!!! They are lying and it's been the most frustrating process ever. We were so excited about this but it has been nothing but a headache and we are disappointed. WHAT A SCAM. If they would be honest and tell the truth it would be helpful but the lack of communication is absolutely disgusting. If we don't hear something soon we will be disputing this.

  Business Response

  Date: 04/17/2025

  The customer placed thier order on 1/6/25. ********************** emailed the Order confirmation and request for pre-install survey on 1/6/25. (The pre-install survey helps OxeFit determine the complexity of the delivery and plan for the appropriate crews to assign to the job)
  The Customer submitted the pre-install survey back to OxeFit on 2/5/25.
  OxeFit emailed an Order confirmation update on 1/13/25.
  OxeFit emailed a Shipping confirmation on 3/19/25.
  
  The Customer reached out to ********************** support for the 1st time (of 4) on 3/17. 
  OxeFit support was very responsive in responding to all 4 customer contacts and provided ship date, tracking information, and delivery to our 3rd Party Installation Partner. 
  The 3rd Party Partner reached out to the customer directly to schedule installation in their home and the XS1 Machine was successfully installed on 4/8/25.
  
  As of 4/17/25, this customer's XS1 is still online and fully operational with active membership.

• Initial Complaint

  Date:03/18/2025

  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.

  Ordered Oxefit 11/28/24. My credit card was charged in full immediately.I cancelled my order on 1/3/25 due to unforeseen circumstances. I was told I would receive my refund within 30 days.2/9/25- no refund so I reached out by email again. I received a response the next day from a ****."Your refund is in the hands of our ****************** currently.I will have this escalated to our upper management to hopefully get this processed faster."2/12/25- I emailed asking for an update and never received a response.2/12/25- response from a Ben:"So sorry to hear that your refund still has not been processed! We just went through some leadership changes and I believe that may have caused the delay. I will follow up with the new leadership team as soon as possible to get this actioned. Greatly appreciate your patience and again, very sorry that this has not been processed!"3/10/25- I emailed requesting the status as well as a contact person for follow up. No response. No refund.3/13/25- again i contacted them asking for an update. No response.3/17/25 - I emailed again. At this point if no response by tonight, I will pursue legal action.This is taking up my time and I am paying interest on the charges.

  Business Response

  Date: 06/25/2025

  Dear Better Business Bureau Dispute Resolution Department,

  This email serves as OxeFit's formal response to the complaint filed by Ms. Cecily Arenas (Complaint ID 23082803). We apologize for the delay in our initial response and appreciate the opportunity to provide our perspective on this matter.

  On January 3, 2025, Ms. Arenas requested to cancel her orders due to unforeseen circumstances. We acknowledge that our standard refund processing time was communicated as 30 days.
  We sincerely regret the significant delay and lack of timely communication regarding Ms. Arenas's refund. We can confirm that there were internal leadership and process changes during the period in question, which unfortunately led to a breakdown in our refund processing and customer communication, as accurately described in Ms. Arenas's complaint. We understand her frustration and apologize for the inconvenience and the additional burden of paying interest on the charges.

  We can confirm that a full refund of $6,462.85 was processed to Ms. Arenas's original payment method via PayPal Express Checkout on March 21, 2025, at 4:57 PM CDT. The unique PayPal Refund Transaction ID (Authorization Key) for this refund is 42V488364T169660F. This ID confirms that the funds were sent from our PayPal account to the customer's PayPal account on our end. To help Ms. Arenas locate these funds, we advise her to:
  1. Check her PayPal account: The refund should appear in her PayPal "Activity" or "Transaction History" dated March 21, 2025.
  2. Review linked statements: If her original payment to PayPal was funded by a linked bank account or credit card, the refund may have been disbursed to that original funding source. She should check the statements for those accounts for a credit, which typically takes 5-10 business days to reflect after being processed by PayPal.
  3. Contact PayPal Support: If she is still unable to locate the refund after checking her PayPal account and linked statements, she should contact PayPal customer support directly and provide them with the PayPal Refund Transaction ID: 42V488364T169660F. PayPal will have the most detailed information regarding the status and destination of the funds.
  

  We have attached screenshots from our internal Shopify system confirming the refund transaction, including the PayPal Refund Transaction ID and the timestamp of the refund. We deeply regret the difficulties Ms. Arenas experienced and have taken steps to prevent similar occurrences. We are confident that the refund has been successfully processed on our end.
  

  We look forward to the prompt resolution of this matter.
  

• Initial Complaint

  Date:03/17/2025

  Type:Service or Repair 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.

  We purchased the Oxefit XS1 in late 2023, opting for every package available. Initially, we were impressed with the machines capabilities and enjoyed using it. However, that changed when critical components began to fail, rendering the expensive equipment completely unusable.The first issue arose with the j-hook and carriage attachment on the arms, which began to bend under normal use. This caused the plastic housing to crack, leading to the cord rubbing against the damaged areaa major safety concern. When I reached out to Oxefit to purchase a replacement, I was shocked to be told that the bending was normal. This is absolutely not normal and could pose a serious risk of catastrophic failure and ********* of writing this review, my XS1 remains unusable because I am still waiting for a quote just to find out how much a replacement part will cost. The delay in receiving basic support and replacement options has been incredibly frustrating, especially for a machine at this price point.I will update this review once I receive the quote, but based on my experience so far, I cannot recommend the Oxefit XS1 unless the company significantly improves its product durability and customer service.

  Business Response

  Date: 04/01/2025

  OxeFit Service Manager sent the quote to customer on 3/18/25.

• Initial Complaint

  Date:02/22/2025

  Type:Service or Repair 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.

  SCAM SCAM SCAM is all I can say I think they ran out of money and they are working with clients money no other explanation of whats going on everywhere I look for information I find people complaining about this I purchased the Xs1 on November 19 si have been paying ever since today is February 21 they haven give me a *** to deliver the product absolutely disgusting and disappointing they sold me this and offered me 6 weeks delivery I regret 100% about this purchase.

  Business Response

  Date: 02/24/2025

  This customer has a unique situation where the installation location requires navigating three 90-degree turns on a residential staircase.
  Our white glove installation partner is not able to install these types of scenarios so we are looking into the options for doing this installation with OxeFit staff.
  Since the customer lives west of *******, we are also working to align the delivery of product with travel of qualified personnel and availability to that area.

  Business Response

  Date: 03/06/2025

  This customer's order has been shipped, received, and fully installed and working on 3/6/25 by OxeFit installers. 

• Initial Complaint

  Date:02/19/2025

  Type:Service or Repair 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.

  They require you to purchase a monthly subscription to use the classes. You can manage this in their app but then it doesnt sync with the machine. Im paying but unable to access the classes unless I start paying twice. Last time this happened they charged me double for ~6 months and did nothing to make it right.

  Business Response

  Date: 03/20/2025

  Regarding the historical incident referenced in this report:
  The customer was accidentally double billed for 5 months (Apr '24 - Aug '24). 
  To "make it right", OxeFit gave the customer the next 5 months free (Sep '24 - Jan '24) as credit for the 5 months of double billing. 
  That issue was resolved (and communicated to the customer at that time).
  
  Regarding the most recent issue the customer reported to ********************** on 2/19/25: 
  The customer paid for a monthly membership renewal via the App on her Apple Phone but the renewed membership was not visible to her XS1 machine and thus it did not provide a full range of features. Within 24 hours of being contacted by the customer, ********************** Support manually adjusted her membership in our cloud which resulted in the XS1 immediately allowing the customer full capabilities and resolving the issue. The customer was also advised to cancel the Apple Pay perform future renewals through the OxeFit web link. 
  
  OxeFit Engineering has since root-caused the issue and found that ***** had recently made a change to their verification process that could result in payments visible in the customer's ********************** account but not linking it to their XS1 machine. Oxefit Engineering has made an update in our cloud to align with *****'s change and correct the issue for future orders and customers.
  
  Finally, the customer successfully renewed her next membership via the OxeFit weblink on 3/20/25 and the XS1 machine immediately acknowledged the activation and is providing the full range of subscribed features.
  
  OxeFit has successfully resolved both issues raised by this customer.

   

  Customer Answer

  Date: 03/20/2025

  I am rejecting this response because:   Upon my March auto renewal of my subscription I received the exact same issue. It once again said that I did not have a subscription despite having it on auto renew and the money being taken out of my account on 3/18. 

  Business Response

  Date: 03/21/2025

   

  As shown by the photo (IMG_0808.png) that the customer attached to this report, she is purchasing memberships (on her Apple phone) using a different email address than the one she used for her OxeFit account (where her XS1 is registered).
  
  The email she is using to purchase (on her phone) is NOT tied in any way to the account she created for her XS1 machine.
  This is why the ***** membership purchases are not linking to her OxeFit account and thus not activating her XS1 machine.
  OxeFit is not double billing this customer. The errant apple purchases using the non-registered email address are making her feel she is being double billed.
  
  The customer was advised by ********************** support (on 2/20/25 and again on 3/20/25) to cancel the membership(s) submitted via her Apple Phone and instead use the web link we provided to renew her membership using her registered email address.
  
  OxeFit has provided resolution for all issues raised by this customer.

  Customer Answer

  Date: 03/21/2025

  I am rejecting this response because:   As I stated in the email where **** from OxeFit contacted me, I purchased via the Apple App subscription option using my only account and email tied to Oxefit ********************* and because the payment is processed via Apple Pay, it ties it to my gmail. 

  This was never mentioned to me as being an issue in February or April 2024 when I experienced a similar issue. I honestly love the platform and workouts, but they need to fix the connections between their app, *****, and the system that manages subscriptions on their end, especially if they continue offering this is a form of payment. 

  The day after or before I received the email with the link in February my access was restored so I assumed they fixed the issue on their end, my bad for assuming that, and continued with that subscription to avoid being double charged like last year.