My order of the Pro Sled was defective. I called and spoke with a representative and I made 5 online submissions. This process went on and on. No one called back. I continued to call in and be on hold for no less than 40 minutes. I finally had to file a dispute with my bank and FINALLY i was issued a return label. What a nightmare. I initially was going to do an exchange but decided based on the experience, I just wanted my money refunded. I have ordered a similar product costing more money from Rogue Fitness. I will never again make a purchase, no matter how small, from Titan Fitness based on this experience.