Body-Solid, Inc.

"On Oct. 18 the main cable broke on my home gym. An older Model EXM-1500. I took the old cable out and measured it and called Body Solid. The man, who shall remain nameless, I've dealt with has been great over the phone. I'm just not sure if the people who are actually getting the orders and assembling the replacement cables have problems getting his messages or reading tape measures because I've received two cables so far and both have been too short. Measure twice. Cut once. Also, as a small business owner, if my shipping took as long as it does to receive product, as each wrong cable took longer than necessary, I'd be out of business. Love the gym but this is not the way to treat customers. PS As of today, December 4, I've still to receive the cable."

"I have a lot of body-solid equipment and it has help up over time (2003). Any time I need anything replaced Rich takes real good care of me! Shout out to Rich !"

"I own quite a few Body Solid products (home gyms, benches, accessories). All are built strong and of great quality. The lifetime warranty has to be the best in the business. I had a cable snap on my 17 year old gym and worked with Rich on getting a replacement sent out quickly. I fully recommend Body Solid products and dealt with friendly people in all my visits to the Forest Park location."

"Very poor customer service, 17 emails needed to land here. I received damaged equipment, which I observed as soon as the box was opened (contents still packaged as shipped). I was instructed by customer service that I had to unbox and inspect all of the parts, then send a list of what needed to be replaced, rather than just return the entire purchase that was still packaged - replacement parts would be shipped based on the list sent. After inspecting the contents, the package was discarded, then I was later told I needed to send the entire purchase back before a replacement would be sent. I informed customer service that I no longer had the box, and asked that the replacement be sent first so that I can reuse the packaging to return the damaged equipment. The response to that request, which came from The Director of Customer Service, was that since I could not return the entire unit, and the damage was "cosmetic", they would only replace one of the parts. This is hardly what I would expect when purchasing brand new equipment, and following the directions of customer service. I have thousands of dollars worth of Body Solid equipment, and have referred numerous people to their products. I will no longer purchase equipment from here, nor will I ever recommend others to purchase their equipment. I would implore the management team to look at the number of reviews commenting on the poor customer service, and get to the root of the problem to solve it. Poor customer service is costing you business. All I want is undamaged equipment, also known as receiving what I paid for...is that too much to deliver to your customers? Update in response to the owner feedback. We are up to 34 emails now, and 2 out of the 4 replacement parts shipped last week were no good. One due to damage, and one was incorrect. After finally being able to assemble the bench with a non-damaged frame, I identified that there was an issue with an additional part and the bench is resting on one of the wheels, due to a wheel mount being incorrectly mounted. So over 50% of the parts delivered had an issue, and now 4 replacement shipments will need to be made to correct this...assuming the next round of parts resolves all of the issues."

"My wife and I bought a complete Body Solid home gym in November, 2001. We have used it 3-4 times a week ever since. It has been an awesome home gym and we expect to get several more decades of use out of it. Whenever we need spare parts (and any gym used that often will need occasional maintenance) the parts are always in stock and shipped fast. Body Solid is a great company making solid products."