Review Time
I ordered a replacement pad for my flat bench, which was stated to fit all models. However, while two bolts fit, the third was slightly misaligned. I was informed that since my bench is older, the return would incur shipping and a restocking fee. It would have been helpful to know about the changes that affected compatibility. While the free shipping is great, their return policy leaves much to be desired, and this experience has made me hesitant to continue purchasing from this company.
Initially, I would have rated this a 1-2 star review due to receiving a damaged product. After reaching out and working with a representative, my experience improved significantly. They helped resolve my concerns and turned me into a loyal customer. Thanks to their excellent service, I've changed my review to 5 stars and plan to continue purchasing in the future.
I ordered several pieces of equipment from Titan and have had nothing but problems. The 120 lb dumbbells showed up damaged and unboxed, and of the 105 lb dumbbells, only 1 came and it was damaged. Fortunately I paid extra for the shipping insurance and was able to get refunded through that company. The 85lb rubber dumbbells I bought don't fit into the saddle rack that I purchased from them but since I opened them I have to just throw them on the ground instead of using the rack I paid $800 to use them for. However, this was nothing compared to trying to get the rest of my order. There was a hack squat/leg press combo, 45 lb dumbbells, and 70lb dumbbells coming all together from a freight company. I contacted the freight company and they told me to leave a note on the door and they would drop everything off on 8/6. I left the note and nothing came. I called them twice that day, got the call center, and nobody called me back to tell me anything. The next day I finally reach them and they tell me that because my driveway has a small hill that I need to be there to help unload the truck. Then they tell me that it has to be on Wednesdays because that's when they come out there and they can't give me a general time of the day. I can't take off Wednesday mornings from work but they were unwilling to work with me. As a result, I've tried to contact Titan for days now to have the shipment sent back to them and refunded and they continue to say it's still pending approval. Then today they tell me they can initiate the return but I would owe a 20% restocking fee. This is unacceptable. This needs to be returned back without me being charged a fee. They make solid equipment but their customer service and shipping is awful.
I ordered a squat rack and functional trainer from Titan. I have friends that speak highly of their products, however, that has not been my experience. I never received the equipment that I ordered asTitan uses T force for deliveries. I was called the night before saying that the package will arrive the next day and whenever the driver is in the area, that’s when he’ll deliver it to you and you’ll be given a half hour notice as to when he’ll arrive at your house. Unfortunately, I have to work and I am unable to take off last minute. And so the equipment could never be delivered to my house as a signature was required for delivery. The delivery person would not even respond to a ring doorbell. Kathy, the dispatcher was unable to schedule any other time for me, said that I would have to pay for storage in order to deliver it the next day, and again it would be whenever they showed up. As a result, the shipment was returned. I was charged a 20% restocking fee along with shipping back to Titan. Customer service was poor it took multiple phone calls in order to get this issue resolved. This is something to consider if you have to work. There plenty of good equipment available, and I would use a different company. It was a very costly mistake to use Titan.
Titan does a great job balancing quality of the product at an affordable price. I'm in a price sensitive bracket but don't want to buy a cheap product product where quality is sacrificed. I've purchased three Titan products and all of them have felt had great value for the price I paid.
I had a few interactions with customer support to help me through a return process and they have all been helpful. Macy in particular helped answer a bunch of clarifying questions that I had. I like the products of this company and now that I know that their customer support is reliable, I trust them with future business as well.
I had a few interactions with customer support to help me through a return process and they have all been helpful. Macy in particular helped answer a bunch of clarifying questions that I had. I like the products of this company and now that I know that their customer support is reliable, I trust them with future business as well.
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