Speediance delivery and pickup
I was genuinely excited to try the Speediance Gym Monster 2, but my experience has not been disappointing. After confirming delivery with the only delivery option available, my order arrived late, with no tracking or updates. I contacted Speediance multiple times about this: they said the same thing every day 'O, our mistake, it actually left the warehouse today' (quite dishonest) and they never provided tracking details (they were always looking for them). The driver called me out of the blue and said he would be here in 20 mins. For reference, Speediance offers no in house delivery where I am (which I wasn't sure at the time). I tried to contact Speediance for 30mins to confirm but since no phone numbers I could call, I got no answers. And no time to organise. You don’t realise the size and weight of this thing until you get it (you would assume that since no in house delivery, the package is somewhat manageable). We tried to lift it and we weren’t able to (it's the motor end that is so heavy and would need 3 people with the packaging). So I told the driver that if it was doorstep delivery, I just wanted to return it (I could not carry it). I had already been reconsidering my purchase, worried about future issues with the machine (given my experience with customer support). If you open the box, you can’t return it unless it doesn’t work (so dismantling it and moving by parts wasn't going to work). And if we tried to move it and accidentally dropped it, we would be stuck with a broken $4.5k object. Speediance agreed (customer service WhatsApp). The delivery driver refused to return the machine. He became aggressive and said “there is no way I might have to come back all this way another day” (which is confusing since I wasn’t asking for redelivery) and proceeded to make his way to my house, at full speed like a mad man, breaking my brand-new stone floors, stairs, and walls, scraping everything on his path (he carried all boxes on top of the wooden pallet, using a metal truck). I made numerous attempts to stop him but he wasn't listening and ultimately had to jump in front of him to bring him to a halt. When I reported this to Speediance, their major concern was, “But is the machine okay? Can you send pictures?". The delivery might not be their fault directly but in my view, they are responsible for the transport company they hire. For over two weeks, I waited for a solution, chasing them almost every day. Speediance was always "discussing the incident with the delivery company". I asked for a solution (they provided two options) and proceeded with wanting to return the machine. In their words: 'It was between me and the transport company' - surprising given it's a $4.5k product. This had never happened to me. Then, for another two weeks I waited for pickup, taking work-from-home days to accommodate failed attempts—no one ever came, for two weeks (after being told they would by Speediance the night before). This was the same delivery company. Then on a Monday I was told that I had not opened the door for them for pickup and that my floors were perfect and newly painted, when in fact, the delivery driver had trespassed onto someone’s house and taken a video, thinking it was mine. I was the one who had to call the delivery company myself to finally get answers and clear this all up, something Speediance should have done immediately (especially after such a disastrous delivery, and given the fact I had already sent images of the damages to my house, all it would have taken was comparing the images). So another two weeks wasted. I then waited two more weeks for Speediance to find another logistics company for pickup and another week for them to come collect it. So 6 weeks total with my house filled with unopened Speediance boxes. For over a month, I wasted countless hours chasing them for a solution, enduring endless delays and blame-shifting. I know the issue is mostly with the transport company but it reflects on Speediance. Reading Speediance's response to my comment, I wish this had been their response from the start. This wasn't the case from headquarters (emails ignored etc). As I said, the local team was already fixing it, so no need to reach out again.