I spent many weeks researching the best bar, and ultimately splurged on their Premium Kip Bar. It arrived damaged. I tried to resolve it. I forgave what I believed to be aesthetic damage. When it became clear the damage was not just aesthetic and the issue unresolvable, I asked for a refund. They've refused. It also looks like the product has been removed from their website, perhaps due to too many others complaining and attempting to get refunds for the same damaged product.
I was sent a bar that was damaged, as evident both by the cardboard packaging upon arrival, the chipped paint on the frame itself, and the wooden bar that wasn't smooth. I'd hoped that the frame's damage was solely aesthetic, and offered to let that damage go in good faith. They sent another wooden bar. Upon attempting to replace the wooden bar, I was unable to remove the metal frame pieces from the frame--even with outside help. The person helping was able to identify that the metal frame was defective, with the frame being bent out of shape (during shipping, in the area where the paint had been chipped) and thus making it impossible to disassemble. Upon further examination, I realized that the frame did not even lie flat on the ground on one side and was bent out of shape in multiple places. The bar was supposed to be able to sustain a gymnastics kip and had been sold as being sturdy, yet moved from literally my small pinky toe touching the frame. It has not served even for basic pullups or hanging. It's also now "stuck" taking up an entire room of my house. The bar is wider than the doors into the room, and I don't have the strength to overcome the bent out of shape bars to remove them, disassemble it, and take it to the trash. I've spent hours and hours crying and trying to physically remove bars these bars, but they won't move due to having arrived already being bent out of shape. It's become a symbol of futility during this pandemic. I've also never been so disappointed in customer service--how can a company send a damaged product and not offer to refund it--especially when it's a customer who'd been happy to save the company money when one of their most expensive products had arrived "ugly" with paint chips, but functional? I've had many phone calls with support to try to resolve the issue. I've also sent videos and photos showing that the bar does not lie flat on the ground, and that the bar does not slide within the frame. I've spoken with support. Support offered me a refund on the phone (without sending it back, as I explained I could not even remove the bars from my house, didn't have a vehicle (hence why I paid for a bar to be shipped to me), and had long since thrown out the packaging); I asked for a couple days to think. When I called back, I was told I'd be called back with an answer on the refund they'd already offered me. I was never called back. I followed up with more phone calls and an email to request the refund, as well as a couple more voicemails. Months went by; calls were never answered, I was never called back, and my emails never answered. I've now opened a dispute through Paypal and am still waiting. read more
