They left me stranded and injured and will not help future customers by improving their processes
OK so, I've used it for a while now and the product itself is good. That's why I've given 2 stars. The reason it is only 2 is because 1) they delivered it to outside my block of flats. It weighs 150 kg and is in a huge box. They never informed that this was the case. They just said it is standard shipping rules from their company - as if I should know that. I said to them they should inform people before they order and they said no, we should know this already. I would have been fine if they had updated their process here - we all make mistakes. But this was a horrible surprise that should not have been a surprise. 2) After having an unmoveable box outside my flat, I called their phone. I was told I would get help moving and they would call me back. I waited. I tried an hour later, I waited. All day I called them and they wouldn't call back. In the end it was dark and I panicked. I didn't want to leave it outside all night. I tried to open the box and get the equipment out myself. 3) They finally answered one of my emails with useless information - that getting it out of the box was easy. I can tell you it wasn't. I injured my lower back trying to get the 150kg piece of metal out of the box. But honestly I feared far worse injury- I thought it was going to land on top of me at one point. No instructions at all. Only much later did they tell me that they had a video on youtube explaining it. Once again how was I meant to know that. And why does it take all day with no response? 4) I finally got it to my cellar, where there is no internet (it is 4 floors below my flat). Only to find out that it literally doesn't work at all without internet. I have a 150kg brick in my cellar. I say I want to return it, but to do so I would need to put it back in the box (literally impossible - even if I had an advanced puzzle degree to work out where all the styrofoam blocks go, there is no way I could put 150kg of metal into that box. They said I should have realised because they have online exercises. I said it was not clear that they whole thing doesn't work, even if you don't want online content. 5) Again I said to them - why don't you tell people you need internet? Before buying say 1) we deliver to outside your house - please watch these videos to see if it works for you and 2) it needs internet to run. Then get people to agree. 6) As a third thing 3) Let people know about all the customs duty they will pay. I bought on a .ch website and paid in CHF. This implies that delivery is from Switzerland. It wasn't. I had to pay 400 CHF of import duties which was a horrible surprise again. 7) On all 3 things they refused to inform people in future saying it should be obvious. This is the absolute worst thing. I had a terrible experience, paying 400 CHF more than thought, injuring myself and fearing bigger injury, and not being able to use the thing at all when it arrived, with no way of returning. And they won't even accept my feedback for how to make it better for future receivers. 8) They then told me on email that it does work without internet. I asked how twice and received no response from them either time. Presumably because it doesn't work without internet. In the end I moved it to somewhere with internet where I didn't want to have it, and it works. But my overall experience with the company is be very careful. If it doesn't work for you, you have a 150kg brick that you can't return and they won't help you.