Cons

Very poor customer service 

Defective assembly of equipment 

Pros

Being able to exercise at home 

Fast shipping

Number of Successful Connections

34/94%

Number of Resolved Issues

0

Rating*

2.2 out of 5 stars

Number of Reviews

35

Total Gym sells in-home gym systems that claim to help customers build muscle, lose weight, and stay lean.

The top Total Gym reviews and complaints received on Pissed Consumer involve poor customer service, including uncooperative or pushy salespeople and difficulty getting the product out of the box. We have compiled some of the most popular questions and answered them below.

1. How Do I Contact Total Gym's Customer Service?

TotalGym.com directs customers who have made purchases from TV infomercials or off the company's website to call Total Gym's customer service phone number at 1-858-586-6080 or the company's toll-free number at 1-800-541-4000. 

Good customer service is necessary for any business to thrive, and like most, this company has its fair share of dissatisfied customers and Total Gym complaints on our website. For example, one customer left a Total Gym review on Pissed Consumer that described an uncooperative salesperson when they called Total Gym's phone number.

The customer wanted to get the measurements of one of their models, but no one could give a clear answer.

"…So I ask again what is the size of the total gym ? I than get asked "what fitness level are you looking at " ? My response is "whats fitness level got to do with the size" ? … The respose is "I told you before it's 55 ! 55 what ? Depth , length , width or weight ? Is that metric or inches ? I am so annoyed at this point that I sever the connection . Why is Total Gym so evasive ? What are they trying to do ? I e-mailed the company and get no response , they just do not care ! Don't trust them !"

In another Total Gym complaint, the consumer was upset that the customer service representative on the other end of the phone pushed the most expensive model on his or her mother -- something she could not afford. When the product arrived, pieces were missing.

"…My elderly mother was not given a choice..he bombarded her with 1$down today only 100%money back guarantee n the typical garbage .He sold my mother a $1600 model and she cant afford it . there was no discussion about the option to buy the gym for far less. 2... it came not assembled as stated on the commercial or by the salesrat. it did not contain the key components such as the handlebars..and squat plate were not even the box…"

That being said, not all customers are unhappy with their experience with the company. In one Total Gym review, the customer said the equipment was "awesome" and all interactions with Total Gym's customer support ended well.

"I have owned my Total Gym Fit for almost a year. It's a mechanical wonder for my exercise program. It takes up some space and requires extra effort to fold up and set up, but this is an added bonus to my workout program. I have had limited experience with customer service, but only with positive outcomes…" 

2. How Does TotalGym.com 30-day Trial Period Work?

Total Gym's 30-day risk-free trial lets customers try the gym for 30 days with an initial single payment, depending on the offer and model they purchase, according to the company's website.

Credit cards will be billed for the trial amount when order ships, including sales tax for the total amount in applicable states. Following the trial period, Total Gym will charge the credit card number given to the company each month until the gym is paid off. Total Gym claims it does not charge interest on its payment plans.

Total Gym 30-day trial

Some customers have had trouble with the company's trial policy. One customer said in their Total Gym review #909927 that the product was so heavy, she could not get it out of the box. Her trial period was 60 days and she was frustrated that she had to pay for the shipping to return the product, which has never even been out of the box. She felt the company was less than forthright about the shipping fees.

"When I called and asked them to come get it the lady told me it would caust me $49 dollars to return it. This I was never told it's bran new still in the box. She said they will return all my money but not for the shipping. I really think when you order this you should be told everything!...

3. What Is www.totalgym.com Shipping Policy?

Total Gym explains that units include free ground shipping, except in Alaska and Hawaii. Other shipping costs are determined by the price of an order and are billed as follows:

Order Amount    S & H Fee US/CAN
$0 – $25        $6.95/$11.95
$25.01 – $50   $8.95/$13.95
$50.01 – $75   $11.95/$16.95
$75.01 – $125    $14.95/$19.95
$125.01 – $175    $16.95/$21.95
$175.01+       Free

4. How Does Total Gym's Money-Back Policy Work?

Total Gym’s refund policy is one of the top concerns stated in Total Gym complaints and questions.TotalGym.com explains that if customers are not 100 percent satisfied with any purchase, they can contact a Total Gym customer service representative by calling Total Gym's toll free number at 1-800-501-4621 within 30 days of delivery for a full refund or credit. Shipping and handling fees are not covered in refunds.

5. Is Any Assembly Required on TotalGym.com Products?

According to the Total Gym FAQ, the Total Gym Supreme, the Total Gym XLS and the Total Gym FIT do not require any assembly and can be set up in minutes.

6. Where Can I Buy Total Gym Replacement Parts?

According to TotalGymDirect.com, replacement parts like hitch pins, wheel assembly kits, heel pads, foam grips, etc. can be ordered from the TotalGymDirect.com.

7. How Much Does the Total Gym Weigh?

Total Gym's FAQ lists the weights of their machines in the shipping boxes as follows:

  • Total Gym XLS weighs 87 lbs.
  • Total Gym XLS with AbCrunch weighs 92 lbs.
  • Total Gym FIT weighs 96 lbs.
  • Total Gym Supreme weighs 79 lbs.
  • Total Gym GTS weighs 255 lbs
  • Total Gym Row Trainer weighs 120 lbs

 8. What Are the Total Gym Models?

Total Gym has four models: the Total Gym Supreme, the Total Gym XLS, the Total Gym FIT, and the Total Gym GTS.

The Total Gym Supreme arrives fully assembled and includes 12 levels of resistance, over 60 exercises, 275-pound weight capacity, and Total Gym Workout Tools and DVDs.

The Total Gym XLS arrives fully assembled and includes 6 levels of resistance, over 80 exercises, 400-pound weight capacity, and Total Gym Workout Tools and DVDs.

The Total Gym FIT arrives fully assembled and includes two Levels of Resistance, over 85 exercises, a  450-pound weight capacity, an auto-lock height adjustment system, a two-piece wing Attachment for a wider range of motion, an ergonomic glideboard with comfort system, Total Gym's AbCrunch accessory and workout DVD, 6 DVD Total Gym workout library and workout tools and an extended two-year warranty and priority processing.

Total Gym GTS includes 22 levels of resistance, over 200 exercises, a 650-pound weight capacity, adjustable commercial-grade squat stand, LAT Bar with 6 pulley locator positions, hydraulic rail lift assists with level changes with easy two-step folding, automatic rail locks, a 6-piece strength package and a workout DVD and Illustrated exercise reference chart.

Total Gym models

This list concludes the most common Total Gym complaints and questions. If you did not see the answer you were looking for, you can try one of the options below:

Ask Total Gym customer help center a question on PissedConsumer.com.

Post a review to share your experience with others and possibly get insight on how to solve your problem.

Freelance Writer

By Kim Smith
Fitness and Online Shopping Expert

Kim is a fitness and online shopping expert with a background in journalism. She has been writing professionally for more than two decades. Kim has worked with digital media corporations and several non-profit businesses, including Habitat for Humanity and Serenity House.

*The company ratings on the PissedConsumer website are calculated using a mathematical algorithm that evaluates the information in the company’s profile. The algorithm parameters are: users’ rating, the number of resolved issues, the number of company responses and more. The PissedConsumer algorithm is also subject to change in the future.

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