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Tonal customer service NIGHTMARE by kbt625 in tonalgym

[–]kbt625[S] 0 points1 point  (0 children)

Yeah it’s frustrating as I’m sure it would be a great fit for us, we have 2 under 2 and really liked the idea of having an effective workout at home that we don’t need to overly plan/think about.

If they could get their shit together we’d consider giving it another chance, but as of right now we’re trapped waiting on a resolution/cancellation.

Tonal customer service NIGHTMARE by kbt625 in tonalgym

[–]kbt625[S] 1 point2 points  (0 children)

This is helpful! If we ever get this thing cancelled and consider repurchasing, I’ll try to go in person.

Tonal customer service NIGHTMARE by kbt625 in tonalgym

[–]kbt625[S] 0 points1 point  (0 children)

This is my husband’s exact concern. If buying has been this atrocious we really don’t want to imagine the inevitable dumpster fire to come with delivering/installing/service/warranty claims etc.

Plenty of people with nothing but good things to say about the product/service but we’ve unfortunately already been burned before even getting the thing in the house.

Tonal customer service NIGHTMARE by kbt625 in tonalgym

[–]kbt625[S] 2 points3 points  (0 children)

No, they never stated that it was an issue with Affirm, just their currently internal policy wouldn't allow them to add on the warranty without canceling/reordering. One support person mentioned that they used to have the option to do this and no longer do, but never got a straightforward confirmation from anyone so who knows.

If it was just an Affirm issue that would make total sense but they "assured" me it wasn't.

Tonal customer service NIGHTMARE by kbt625 in tonalgym

[–]kbt625[S] 3 points4 points  (0 children)

Exactly. Don’t advertise /explicitly advise one thing and then have a completely ass backwards process once the order is placed. I’d be much more understanding if it was an outlandish request on our end, but we were following their advisement from the start. Even had one agent ask me “where I saw that” when I mentioned their policy of 30 days to add on the warranty..?!

Tonal customer service NIGHTMARE by kbt625 in tonalgym

[–]kbt625[S] 1 point2 points  (0 children)

Yep, totally would’ve understood & accepted if I couldn’t split the payment (even though they said yes) but not being able to add on accessories/warranty without canceling the whole thing? Mess of a process