Complaint Review: Fitness Warehouse 4 Less

 i suggest BBB, and federal trade comission which is the route i am taking if i do not get the information i am waiting on today. thomas mishandled my order november 28, 2015. he repeated all credit card info, and the order. not once did we go over policy terms. i was not on the computer so no ip address could be used to say it was discussed with me. he stated the ups will call me the day before shipping and send me the tracking number. december 3, 2015 i checked my credit card and the order wasnt even purchased. i called and was put on hold several times. i demanded to speak to a supervisor. Monica spoke with me. she could not find my name nor info. she went to thomas' desk in search of my credit card info that had me in a panic due to where it could possibly be written down. she stated "thomas dropped the ball". meaning he did not handle my order accordingly. of course, he was not there. she stated she just recieved a text from him stating he did in fact place the order. but monica then said there was a technological glitch that day. so in order for them to know this would be from the consumer calling stating they were not charged. i do not believe this for on second.

monica stated, "no worries", i immediately told her not to say that to me , that it is in fact a big worry for me. its my money, my credit card info out there. she stated she was supervisor over the floor of representatives and oversees shipping. she stated she can rush the order and have it shipped in 7 days.( not on the seventh day). i told her i want a tracking number with invoice. she assured i would get it. it was not on the invoice. she stated she would go down to shipping after order and make sure it is rushed. we completed the order. she read the discription of the bike per my request to make sure i was getting the correct equiptment. she emailed me the invoice after. she was to call me back in 15 minutes to make sure i got the email. i have no returned call from her. i did get the invoice without the tracking number. I call my credit card company for a charge back on my credit card. we are in the process of filing a dispute.

i called today to speak to monica and of course she is not there today. i emailed her this am requesting the tracking information. i left a voice mail for the ceo on his extension as well.  i asked the receptionist, tatiana,  for thomas. she stated he is no longer working there. i asked when did this happen,she said two days ago. i was connected to customer service several times and asked for an email and phone number. while on hold each time i can hear the reconnecting as if they pick up then put me back on hold.  i spoke with a "new" employee, mathew, who thought it was funny to laugh at my situation as i explained to him the complaints that are out there about this company, and i am right in there too and very frustrated. i explained the situation. he looks into my account and states there are no tracking numbers. he then says i will contact the vender directly and get the tracking number and have you on your way. i wanted to know the vender and have the number to the vendor to verify he did in fact get the tracking number. he was unsure of giving me that info. he then checked and stated he was not authorized to give me that number. then he states he will call therm and get my answers. i said you mean my tracking number. he states i will submit a request for the tracking number and if handy, will have it for you today, if not then there is a 24-48 hour wait. are we doing the math and seeing the game here. I told him from the beginning you were going to get the number now you have to submit a request and i may have to wait longer when this was suppose to be taken care of by monica already. i asked when was he going to call. "today" then he stated he would do immediatll after the phone conversation. i told him to immediately call me back with info. so now when i call an hour later, the call goes to number and email or it states he is not available. i am in hopes this gets resolved. this piece of equiptment is a teacher resource for my students and needed asap.

As soon as Jim Rosen saw this report he called me personally and ensured that my equipment was delivered and set up as promised.  Equipment is set up, is great and Jim's response to my complaint was exemplary.  I would purchase from them again.