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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
04/03/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
I originally purchased Gym1's 6 Piece Indoor Doorway Gym Set for Kids on July 8, 2022 from Amazon. This was a purchase made in advance as a Christmas gift. The box was not opened until Christmas. Upon opening the box and assembling the produce, it was discovered that there was a manufacturing defect. The one of the two main holes connecting the main bar did not align with it's counterpart, making the product unsafe for use.A message was sent to Gym1 on Sunday, Dec, 25 via their contacting messenger on their website. On Tuesday, Dec. 27 an email reply was received from support stating, "No worries, I'll be happy to help you with that." Infromation was requested, and I sent my reply with the requested information the next day. After no response and no replacement parts delivered, I sent another email exactly three weeks later. Still no response.On Mar. 5, I sent another message via the company's website stating that I would file a complaint with BBB if no action was taken. I received a reply the next day apologizing and asking again for the same information. I responded the next day with the information again. After again, no response nor replacement parts, I contacted the company one last time via email on Mar. 21. I have still not received a reply nor any replacement parts. I would like to have the replacement parts sent as was originally promised over three months ago. I have all the communication correspondences as proof of what was said and when.Customer response
04/18/2023
I have not heard from the business in response to my complaint.
Business response
04/19/2023
To whom it may concern,
For the past couple of months, we have had an issue with our support email, which has caused some messages to become undeliverable. We're happy to inform you that this problem should be resolved. However, our customer service team never received the customer's order number in his emails, therefore, we were not able to issue a refund or request a new order for the required parts. I obtained this information from the complaint and immediately issued a refund to the customer for a total of $134.96, which is the order amount minus a discount the customer was given at that time. This refund should take approximately 5 business days to reach the customer's account based on Amazon's refund policy. Additionally, a new request was just submitted to the warehouse so they can fulfill a new metal bar (parts 3 & 4 of the core unit). This new order should arrive in the next **** days.
The customer can email us at ****************************** in case they have any more questions. We will email the customer at ****************************************** when a tracking number is available.
Customer response
04/29/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*******************
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