Hi, we want to address this publicly so anyone reading knows we took care of this. We acknowledge the delay and take full responsibility. Your inquiry came in after hours on 9/11 and we were in contact by 9/13, our team was dealing with some internal emergencies which is not the norm for us as we typically respond much faster. Our tracking system experienced an outage which made it incredibly difficult to provide real time updates while we were manually tracking down shipments on our end. Your order did ship on 9/14 and we have already spoken directly. We look forward to your updated review once everything arrives and appreciate your patience.

We know how much work goes into a home gym, and we don't take a review like this lightly.

For the benefit of others reading, here's how we handled it. Rather than making the call ourselves, we sent the photos to the factory for a professional evaluation. The images were reviewed by several members of their production team and escalated to management, whose determination was that the seam wasn't consistent with a material defect.

Because we wanted to be thorough, we didn't stop there. We also had the photos reviewed independently by a separate rubber flooring expert with no connection to the original factory. They reached the same conclusion, and pointed to common installation factors: the amount of adhesive used, seams not being weighted while curing, and the subfloor surface underneath. Rubber conforms to whatever it's laid over, so small variables during install can show up as a visible line.

We know that wasn't the outcome you were hoping for, and we understand the frustration. We also want to be transparent about our policies, which we apply consistently for every customer: our 30-Day Money-Back Guarantee runs from the delivery date, and installed flooring isn't eligible for return. Both applied here, but we still gave the claim a genuine, independent look, twice, before reaching that conclusion.

We wish we could have landed on a happier ending on this one, and we appreciate you giving us a try.

Glad we could get it to you when others couldn't. Thanks for the review

We’re sorry to hear about your experience and understand why this was frustrating.

Order confirmations are sent automatically immediately after an order is placed, and we have not received reports of this issue from other customers. We recommend checking your spam or promotions folder, and also confirming that there wasn't a typo in the email address entered at checkout, as either of these can prevent the confirmation from being received.

Regarding the lack of response, yesterday was a federal holiday in observance of Independence Day, so our team was out of the office. We apologize for the delay and appreciate your patience. Please rest assured that taking care of our customers is our highest priority, as reflected in the thousands of 5-star reviews we've earned. Our team will be following up with you shortly to address your concerns and ensure everything is resolved.

Thank you for bringing this to our attention, and we appreciate the opportunity to make this right.

UPDATE: We have reached out a few times after the holiday. We have not heard back from you and the order shows it was delivered within a couple days of ordering. If there is anything else you need from us, please feel free to respond to our emails.

Thank you Vanessa! We appreciate the kind words

Love seeing the setup! Glad they're doing their job and that everything arrived quickly. Thanks for the review!

We appreciate it Brian! That means a lot to our team. We're always here to help

We appreciate it Mike!

Thanks for your review of our store!

Thanks for your purchase and for sharing! Tag us on social media as @living.fit, we love to reshare!

UPDATE November 30, 2025. We have implemented an easy way for customers to edit their address for up to two hours after an order is placed. This can be done from the post purchase email you receive, the Order Confirmation page or when you login to your Order History: https://account.living.fit/orders

ORIGINAL REPLY
Thank you for taking the time to share your feedback. We really appreciate it, and I want to clarify what happened with your address change so you know exactly where things went wrong.

When you reached out, our team let you know that we would do our best to update the address. Because this item ships directly from one of our third-party partners, we are not able to edit the order ourselves once it enters their system. In this case, the vendor shipped the package very quickly, which meant the address could not be updated in time even though we tried to intervene before it went out.

We understand how frustrating this is, and we are reviewing how we communicate these situations so expectations are clearer moving forward. We are also exploring better ways to allow address updates when possible, although this can vary based on the vendor.

If there is anything else we can do to help with this order, please let us know. We want to make it right.

We appreciate you Wesley!