Shape Up Outlets

There are several reasons why I am giving one star. I purchased a treadmill and a service plan from Shape Up last year. My treadmill stopped working in December. It has been a nightmare trying to get Shape Up to fix the treadmill. Have been dealing with their technician and customer service for a month, and my treadmill is still not fixed. Customer service is nonexistent. The gentleman who works at the Murray store is rude, short, and indifferent. The technician won’t answer his phone, or return my messages and texts for days on end. We have been repeatedly lied to. Told over and over again the part we need is in the process of being shipped. It has been almost four weeks with no resolution to our problem. As of yesterday, we were told we had been lied to for three weeks. There is no replacement part available, and they were simply telling us they shipped it, to give them time to find one. Customer service did not apologize, and had no empathy. I was given the district manager’s phone number, and told to call him myself, as customer service couldn’t reach him. I should not have to do customer service’s job for this company.

Bought a treadmill at Shape Up Outlets two months ago. It is a commercial grade treadmill so it’s very heavy. It wouldn’t fit through our door so we had to find someone who could disassemble and reassemble it for us. The motor is broken now after two months of residential use. Shape Up Outlets advertises a lifetime warranty on the motor, but it’s not a useful warranty because you have to bring the treadmill back to the store; this means you have to disassemble the treadmill, haul the heavy pieces back to the store, then reassemble for it to be repaired. Repeat these steps to get it back to your home. To add to the inconvenience, the store relocated to a different city immediately after we bought the treadmill. I’ve had warranties with other companies and they came and picked up the equipment or did an in-​home repair. When I called and told them we couldn’t bring it back to the store they said we would need to pay for the repair ourselves.