Titan Fitness is a really mixed bag. They are fighting their poor reputation and bringing up the quality, packaging and customer service to a nice level. That said, some items still come banged up and I sent an email to customer service that was closed without any response very recently. I usually get great customer service within a few days but I emailed customer service and a few days later got an email that my ticket was closed. Yeah, pretty pissed off. I'm kinda glad I have most of what I want from their catalogue at lower prices since their prices are getting high enough to equal Rep Fitness and sometimes Rogue Fitness where they can't come close to quality, experience and customer service.