Name: Titan Fitness
Address: 3839 Forest Hill Irene Rd, Memphis
Rating: 4.46

“The wrist roller is great. Does what it is designed to do. The reason for the low rating is in the description it says that the handle portion is knurled. This is the reason why I bought the wrist roller, thinking the handle was knurled. To my surprise when I opened the package the handle has a foam layer on it. If you want a wrist roller with a knurled handle I suggest purchasing one from grip genie.”

Helpful Report

Posted 1 year ago

Hello, please accept our sincere apologies if the item you purchased did not live up to your expectations. We pride ourselves on providing high-quality products. If you’re not satisfied with your purchase, we offer a refund for up to 30 days after your order has been delivered, provided it is unused, in the original packaging, and in new condition. Here's the link to our return policy for your reference, https://www.titan.fitness/return-policy.html. Please reach us at info@titanbrands.com if you require further assistance.

Posted 1 year ago

“Average company with average fitness gear.”

Helpful Report

Posted 1 year ago

Hi. Thank you for your feedback. We strive to provide high-quality fitness gear and excellent customer service. If there's anything specific we can improve or assist you with, please let us know at info@titanbrands.com. We value your input and are committed to enhancing your experience with us.

Posted 1 year ago

“Quick shipping, but packaging could be improved. Some items arrived with sctaches and knicks. Instructions are contradictory between steps and increased time required to assemble.”

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Posted 1 year ago

Hello, please accept our sincere apologies if the item you received was dented. We value our customers' feedback and are constantly working with shipping providers to enhance our packaging so that it can survive the rigors of transit. If any severe damages to the item affect its functionality, feel free to reach out. You may contact us at info@titanbrands.com if you require additional assistance.

Posted 1 year ago

“Item is great, website, not so much. I paid more for this item because the Titan website kept giving me errors for the same card I used to purchase this item on another platform for Titan Fitness, not my only Titan item, all good and quality, website to purchase directly, POS.”

Helpful Report

Posted 1 year ago

Hi. Thank you for your feedback. We're glad to hear you are happy with the item. We apologize for the issues you experienced with our website. In the future, you can also place an order through our sales team over the phone at 1-888-410-1503. We appreciate your support and understanding. Please reach us at info@titanbrands.com if you require further assistance.

Posted 1 year ago

“I love the product! The customer service is lacking. Never received an initial confirmation with order number, after 2 weeks i had to write in and then was provided my order number. Additionally, i never received a shipping date or delivery update. I came home to a package next to my door one day. Aside from the ordering of product and the product itself were excellent.”

Helpful Report

Posted 1 year ago

Hi. Thank you for your feedback! We're delighted to hear you love the product. We apologize for the issues with our customer service. Your experience is important to us, and we appreciate you bringing these matters to our attention. We are working to improve our communication processes to ensure better service in the future. Please reach us at info@titanbrands.com if you require further assistance.

Posted 1 year ago

“include a paper instruction manual your website is awful for finding manual no model # or product name on the box!!!!! equipement is just fine”

Helpful Report

Posted 1 year ago

Hello, please accept our sincere apologies if there is no manual upon delivery. Regarding the manual, to reduce our footprint, we store all of our manuals digitally. You may also find the manual on the product page on the website. You can check it here, https://support.titan.fitness/hc/en-us/articles/4910129353485-Plate-Loaded-Linear-Hack-Squat-Machine. You may also reach out to our product team if you still have a hard time with the manual, and they will be glad to assist you with the step-by-step assembly procedure. You may call 888-410-1503 and press option 5 for Product Support. Please reach us at info@titanbrands.com if you require further assistance.

Posted 1 year ago

“order received with no issue. But the titan website never display the order information properly.”

Helpful Report

Posted 1 year ago

Hi. Thank you for your feedback! We're glad to hear that your order was received without issue. We apologize for any inconvenience caused by the website's display of order information and will look into improving this for a smoother experience in the future. Please reach us at info@titanbrands.com if you require further assistance.

Posted 1 year ago

“Machine arrive missing parts due to poor packaging. Claim was made and replacement arrived in four days.”

Helpful Report

Posted 1 year ago

Hello. We sincerely apologize for any missing parts in your order due to damaged packaging. We highly value our customers' feedback and are continuously working with our shipping providers to improve our packaging to withstand the challenges of transit. We're glad to hear that the replacement was successfully sent and received. Please don't hesitate to email us at info@titanbrands.com if you need further assistance.

Posted 1 year ago

“The dumbbells are fantastic. The delivery process is not good. Very poor communication about delivery status and the Route app really does suck. Just provide a UPS tracking number and call it good. The dumbbells showed up a week apart…I understand because of the weight they need to ship separately but it was just odd and clunky…the delivery experience that is. Product great..5 stars…delivery not so much…maybe a star because they eventually made it here. Thanks for asking. Tom Hartl”

Helpful Report

Posted 1 year ago

Hi. Thank you for your feedback. We’re thrilled to hear you love the dumbbells! We apologize for the poor delivery experience and communication. We understand how frustrating it can be and appreciate your patience. Your comments about the delivery process will help us improve. Thanks again for your valuable feedback. Please reach us at info@titanbrands.com if you require further assistance.

Posted 1 year ago

“Unfortunately, I regret ordering from Titan. I have been unimpressed with their customer service and support of their products. My initial items were promptly shipped, yet one was damaged in the process. I called multiple times, only to be told they were working on it. About a week after the item was damaged, I received an email that they were sending a new one, which arrived the following week. You cannot speak with anyone who actually knows about the product and how it is used. I ordered safety straps based on their website information. They are very long, yet once again after multiple calls and emails, I was told that they are correct and provided an explanation that does not make sense to me. When I asked for a refund, I was told I need the original packaging, I have to pay the return shipping and they will charge a 20% fee. This is not a good way to treat your customer. I will say that the items I ordered, besides the straps, are nice and a good value. My advice, be aware of what you are buying and do not expect any type of service from this company after your purchase.”

Helpful Report

Posted 1 year ago

Hello, please accept our sincere apologies if the item you purchased did not live up to your expectations. We pride ourselves on providing high-quality products. I checked your account and found that you had already spoken with one of our product and warranty specialists who assisted you with your concern. Kindly reply to the email sent asking for a photo of the item along with the packaging to proceed with the return request. You can contact us at info@titanbrands.com if you require additional assistance.

Posted 1 year ago

“The folding rack came in a box that was poorly packaged. The packaging on the inside was torn and messy and all of the hardware was loose in the box. Several scratches on the product.”

Helpful Report

Posted 1 year ago

Hello, please accept our sincere apologies if the packaging of the item you received was damaged in transit. We value our customers' feedback and are constantly working with shipping providers to enhance our packaging so that it can survive the rigors of transit. If there are any severe damages to the item that affect its functionality, feel free to reach out. You may contact us at info@titanbrands.com if you require additional assistance.

Posted 1 year ago

“paid for insurance butitems came scratched and boxes open when I received them.”

Helpful Report

Posted 1 year ago

Hello, please accept our sincere apologies if the item you received was damaged in transit. We value our customers' feedback and are constantly working with shipping providers to enhance our packaging so that it can survive the rigors of transit. Since you purchased the Route Protection Package, kindly file a claim on their website: https://claims.route.com. Click on Contact Support and click on File a Claim. Route’s expert support team will help ensure your order gets replaced or refunded as preferred. Claims will be reviewed for approval within 1-2 business days from filing. Please reach us at info@titanbrands.com if you require further assistance.

Posted 1 year ago

“1. Bench had minor damage one of the plastic cap covers. 2. The seating is a bit low…even at the highest setting. Would recommend adding an additional 1 or 2 adjustment points. Note I’m about 5-11 3. Black powder was noted when opening the package…not shire if this is WTH power coating residue. 4. Everything else is good. Bench appears to be good quality . Thanks”

Helpful Report

Posted 1 year ago

“The product is great. Titan needs to have better packaging. I got my product box torn and some of the pieces were scratched. Overall I would buy again.”

Helpful Report

Posted 1 year ago

Hello, please accept our sincere apologies if the item you received was damaged in transit. We value our customers' feedback and are constantly working with shipping providers to enhance our packaging so that it can survive the rigors of transit. If there are any severe damages to the item that affect its functionality, feel free to reach out. You may contact us at info@titanbrands.com if you require additional assistance.

Posted 1 year ago

“Order 2 incline benches. I had to assemble both, no problem. 1 bench came in great, everything was straight. The other bench, once assembled was bent and warped.”

Helpful Report

Posted 1 year ago

Hello, please accept our sincere apologies if the item you received was damaged in transit. We value our customers' feedback and are constantly working with shipping providers to enhance our packaging so that it can survive the rigors of transit. If there are any severe damages to the item that affect its functionality, feel free to reach out. You may contact us at info@titanbrands.com if you require additional assistance.

Posted 1 year ago

“Like the machine overall, but be prepared to make modifications. I had to grind 1/8 of an inch off the latch to eliminate the grinding on the frame. There is a slight bump while using the machine, can’t tell if it is the rollers or the round tubing that is the problem.”

Helpful Report

Posted 1 year ago

Hello, please accept our sincere apologies if the item you purchased did not live up to your expectations. We pride ourselves on providing high-quality products. To best serve you, kindly file a warranty claim using this link: https://support.titan.fitness/hc/en-us/requests/new?ticket_form_id=360000859851. The warranty claim process is handled by our in-house Product Support Team, and this form delivers the information they need to quickly review and resolve your claim. Please reach us at info@titanbrands.com if you require further assistance.

Posted 1 year ago

“1. I paid $2 extra for “safe” shipping. The end of the bar is still scuffed up. The process to file a claim to exchange for a non damaged one will cost more money. Disappointing. 2. Instructions for installation are too concise and need a bit more detail. While I have ways to figure out which drill bit to use it would be a great detail to have printed in the instructions. 3. Including drywall anchors suggests hanging this system in only drywall and not studs is acceptable despite the manual instructing otherwise.”

Helpful Report

Posted 1 year ago

Hello, please accept our sincere apologies if the item you received was damaged in transit. We value our customers' feedback and are constantly working with shipping providers to enhance our packaging so that it can survive the rigors of transit. Since you purchased the Route Protection Package, kindly file a claim on their website: https://claims.route.com. Click on Contact Support and click on File a Claim. Route’s expert support team will help ensure your order gets replaced or refunded as preferred. Claims will be reviewed for approval within 1-2 business days from filing. Please reach us at info@titanbrands.com if you require further assistance.

Posted 1 year ago

“I lat pulldown machine I ordered shipped with incorrect parts to begin with and getting them replaced with the proper parts was a very long process. However, the issue was eventually resolved and it works properly, so I can't take away too many points. 5 stars for the actual correct product, but the total experience gets 3 stars.”

Helpful Report

Posted 1 year ago

Hello! We are so happy you are pleased with your order. Titan strives to create great experiences and we are glad that this interaction was no exception. We hope to be able to serve you again!

Posted 1 year ago

“Not a bad piece of equipment, but it came with no assembly instructions”

Helpful Report

Posted 1 year ago

Hello, please accept our sincere apologies if there is no manual upon delivery. Regarding the manual, to reduce our footprint, we store all of our manuals digitally. You may also find the manual on the product page on the website. You may also reach out to our product team if you still have a hard time with the manual, and they will be glad to assist you with the step-by-step assembly procedure. You may call 888-410-1503 and press option 5 for Product Support. Please reach us at info@titanbrands.com if you require further assistance.

Posted 1 year ago

“Extra cost for delivery route app is regardless. No update for delivery”

Helpful Report

Posted 1 year ago

Hi, we apologize for the inconvenience. We offer the option to purchase shipping insurance through Route at the time of checkout to protect your order if it ends up lost, damaged, or stolen. Route’s expert support team helps ensure that your order gets replaced or refunded as preferred. We suggest you get the insurance but if you really don't want to, you have the option to remove it at the checkout page. Regarding the lack of updates on your delivery, we've sent the tracking details to your email address for real-time tracking. If you haven't received it, please accept our apologies for the oversight. Please reach us at info@titanbrands.com if you require further assistance.

Posted 1 year ago

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 90%
Accurate And Undamaged Orders	Greater than 89%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Under An Hour
Customer Service	4.1 out of 5
Returns & Refunds
Refunds Process	Difficult
Returns Process	Could Be Better

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