“After losing so much to them, I quit. The community administrators have vanished, the app is still functional, but withdrawals are not functioning, therefore we can only conclude that this is a fraud following a huge Thanksgiving bonus plan.
I went to Mrs. Doris Ashley for assistance since, at the very least, they are dependable, and they helped me obtain my refund of about the amount of $8000 If it reappears, it will be a miracle.
Email dorisashley71 (@) gmail. Com.
WhatsApp+1---(404)--721--56--08”
“I’ve had my stepper for a month now and when I received it. The monitor was not functioning. It took me a week to get in contact with someone about this matter then they made make a video of the monitor not responding that was three weeks ago.they said they would send out a new monitor that was two weeks ago. I haven’t heard anything from the company. I’ve called several times I emailed with no response. I finally got an email telling me to download some software onto a drive And upload it to the stepper so I did that but I also told them how am I supposed to upload it if the touchscreen is not functioning so I had to purchase a USB adapter to plug the drive and a USB mouse into the machine to get it to function and upload the software after that process it still didn’t function or recognize touch so I emailed Nicole 2 days ago and I still haven’t heard anything from her. I’ve called the office and she’s avoiding my calls, apparently replacement equipment. It’s not readily available, this is a $8000 PC equipment and I haven’t been able to use since it was delivered I would definitely not recommend this company and most of the information online is coming from people that work for the company. I am still waiting”
Sam,
Thank you for your review. We never like to hear of the very rare instances where a STEPR isn't working optimally and are always quick to remedy.
There are several points in your review in need of clarification:
1. As a general rule, fixes take time. Being a consumer electronic, we do have very rare issues. While we have standard procedures and fixes in place, our Team needs to assess and diagnose issues when they arise.
2. Your version of not getting a response is not accurate. You've talked to and emailed with multiple members of our team, which is documented. If the response time did not meet your standards that is another matter.
Based on the language in your review, you did in fact get a response, which was to download software to override existing software. Unfortunately, that did not solve the issue.
3. No one is ducking your calls or choosing not to respond to you. As stated above, fixes take time and this level of an issue is rare enough that it takes time to remedy. All of our Team, particularly Nichole, do an impeccable job of communicating with our customers and solving issues when they do arise.
4. I am not sure what the second to last sentence is attempting to say, but we have almost 100 reviews (almost all verified) averaging 4.7 stars. Those are, by definition, from customers.
I can assure you given the nature of this situation we will be finding a solution very quickly. That matter will be handled privately.
But when reviews such as this come in, we must respond and clarify and contextualize.
We look forward to your updated 5 star review once this issue has been sorted.
Nick Goodman
COO
STEPR
“Hello I haven’t made adjustments to my ceiling yet, therefore I haven’t worked out on my stepr yet. Although once an a while I’ll start it for 30-60 seconds but I get an E80 code often. When not in use is it best to turn the power switch to off? When I did that the code hasn’t been on.”
“Since I began my purchasing process, I liked the information on the site. I received my delivery on time and received excellent communication with the staff. The machine setup was fairly easy, but I had an issue aligning the main frame pole component, making the screen crooked. I called STEPR, and they had a technician come out and help with it free of charge. So far, I have been using it daily for 20 days and can already tell a difference in my body composition. I highly recommend it to anyone looking for an insane cardio workout #Netflix and Step.”
“The machine itself works fine, but almost every workout I do, gets logged 3 additional times (4 workouts are logged per 1 actual work out session). I've called twice, left a voicemail, emailed customer support (Todd Gilligan), reached out to ask what version the machine was, gave him the info (along with pictures) and he never reached back out (Nichole Archuleta was CC'd on the emails).
TLDR; The machine works fine, but their customer support need to do a better job at following up / resolving issues.”
Hi Joshua,
This issue will be fixed at our next update(14 days). This issue is only currently affecting a small number of users currently, somewhat of an edge case.
Sorry for the frustration, but once the update is received your workout data will be rectified to reflect your actual effort.
Sorry for the inconvenience.
“Mike helped me on the purchase since I was deciding between the classic and the + and it actually made more sense to me to get the STEPR+. Then Nicholeta was very responsive on the emails I sent regarding the delivery process so I couldn't be more happy.”
“Awesome! They helped me retifiy an issue with the freight company, (not that that's their fault) quickly, not like some other companies i've ordered fitness equipment from previously.”
“I was looking for this type of equipment to add to my home for a while, and when doing my research came across this brand. I contacted their sales team and they were knowledgeable and professional and made me feel like this was the right decision based on what my needs were. Delivery went smoothly and it’s very easy to get someone from the customer service team on the phone if I have an issue. I can’t recommend this company more!”
“1. Our “white glove delivery” service left a piece unplugged in the arm of the machine so my screen wouldn’t turn on. My husband and I ended up having to take half of it apart to find the missing connection. They had to go do another delivery so they didn’t have time to do it for us. Not much of a white glove service I paid $500 for.
2. We finally got it put back together and then my screen wouldn’t connect to wifi. It said it had an update. I installed the update and then the screen was frozen after that. I called support a second time.
3. I was apparently supposed to have received a USB port to manually reset the screen. I did not. I then had to go buy a blank USB.
4. Downloading the file onto the USB was yet another pain. We had to download on Windows? Get the folder unzipped, and rename it. Another 30 minute process.
5. Inserted the USB and absolutely nothing happened.
So here I am, a 5,999 stair stepper that I cannot use.
I am absolutely pissed at my wasted time, money and service.”
“I have had my Stepr for a little over a month now and I can truly state that I am obsessed! It is the perfect addition to my home gym. It was easy to put together and fits perfectly in my house with 8ft ceilings. I wqs the girl who would clock about 3hrs a week on the stair master in my local gym but now I can do it in my own.”
“ordered one over 3 weeks ago. and luckily I got the white glove delivery, because the guys unboxing the Stepr noticed a huge crack and supposedly sent it back for us. still waiting to hear back when a new one will be shipped👎🏼”
