Home | Tell a Friend | Donations | Resources | Blog

10/4/2007 - Jerri writes:
I ordered The Firm product in January of this year from the internet with my debit card.I received the step and three dvd's in about three weeks. Everything seemed fine. I did not order any extras when I originally ordered, and did not sign up for any vitamins or web club. In February, I noticed my checking account had been debited for a charge of 9.99, so I called. I got a rep. who barely spoke english and who insisted that I had in fact agreed to receive the vitamins, which by the way I have yet to receive although they billed me for them. I told the rep. to stop debiting my account, she said it would be stopped. The next month, it was the same story. Only in March when I called and cursed very loudly at I swear was the same rep., did it actually stop....or so I thought. There were no more charges until August, but I did not catch it until September. They had billed me again 9.99 for both months. I called again, once again getting someone who could barely speak english. This time I was told that the charges were for the Web Club which she said I agreed to pay for. My question was if I agreed to pay for it, why were they just now charging me for it when I ordered in January? She couldn't give me an answer, only said that I ordered it and they were not authorized to refund my money. hat!!!!!!!!!!!!????? So they're authorized to keep using my debit card number to withdraw money from my account, but they're not authorized to refund it? Ugggggghhhhhhh. So, the only way to stop it was to cancel my debit card through my bank. I hope I don't receive any dunn letters from them like one of the testimonials described. I will certainly go off the deep end and lose my mind if that happens. Bottom line, don't order this product, it isn't worth the hassle.

9/24/2007 - Kara writes:
Let me say up front that The Firm's products are amazing, truly wonderful, but their customer service SUCKS. Well, actually, Gaiam's customer service sucks, since that's the company that distributes their videos. I ordered a Transfirmer system from []. Three weeks later I still haven't received it, plus my credit card hadn't been charged, so I [stupidly] assumed that they hadn't received the order or something went wrong. Not wanting to deal with them again, I bought the Transfirmer through a [], and it came in 6 days. Then, all of a sudden, a month and a half after I had attempted to order my Transfirmer the first time, I noticed a charge on my credit card for it! I was shocked and emailed their customer service people [which, by the way, you can't do anymore, their website now says you must call or write], who emailed me back saying that the Transfirmer had been on backorder and they were now shipping me one. I emailed them again to tell them I didn't want it and to please cancel it and refund my money, but they replied and said that it had already been shipped and there was nothing they could do about it. Please note that nowhere in this story did I receive ANY type of communication, no email, no phone call, no letter, no smoke signal, NOTHING telling me that the product was on backorder, that they had received my order, or that they would be shipping my order. ARGH. So I got another Transfirmer at my house where it sat unopened in the box until I sold it on eBay. A minor headache, right? WRONG. I [again, stupidly] used one of the free codes on their videos to get access to the Web Club, their online forum. I didn't really care for it [it's not as great as they insist it is] and didn't visit the site again. However, unbeknownst to me, they charged my credit card $9.99 for the Web Club subscription at the end of the 30-day "free trial" with absolutely NO warning! I was upset but realized that there was pretty much nothing I could do about it. To this day I have no idea what the billing cycle for this subscription is--it's certainly not every month, I'm guessing it's every six months or so? I really don't know. Anyway, my old credit card expired and I received a new one about five months ago, same number but different security code and expiration date. Apparently this meant that they couldn't re-charge my credit card for the Web Club subscription. I got a letter in the mail advising me to send payment promptly for my Web Club subscription. I ignored it, since I didn't want it in the first place, and figured that if I didn't pay they'd just quietly cancel like magazine subscriptions do. WRONG. I got a letter in the mail three days ago which states: "Dear Valued Customer: We're concerned! Despite our previous reminder, we have not received your past payment for your Web Club subscription. As soon as we receive your payment, your account will be returned to good standing. We hope that you will avoid any potential serious action regarding your credit standing and send your payment today. Please return the bottom portion of this statement, in the enclosed envelope along with alternate credit card payment information, a check or money order. Please do not forget to write your account number on your check or money order. If you prefer, you can contact us at 1-800-725-9740 with your new payment information. Collections Department" So now they are THREATENING MY CREDIT RATING?!?!?! You have GOT to be kidding me! I am extremely upset about this, since I have an excellent credit rating and I do not need it ruined by these idiots. I'm not even going to call them, just sending a certified letter telling them to cancel this subscription and to never contact me again. I'm also reporting them to the BBB. This is ridiculous! Bottom line--the Firm's products are great, but never ever order them from []! I ordered their new Cardio Weight set from [], and they were very helpful, as well as slightly lower priced! Use them instead! And beware!!!

9/7/2007 - Kimberly writes:
I called an ordered "The Firm" workout DVDs. When placing the order over the phone you never speak to a person it goes through an automated system 18002843163. I clearly stated during the prompts that I wasn't interested in receiving vitamins or the weight set. When I told the system no, it prompted me again telling me about free offers the response was still no. When I received my package on 08/31/07 it contained the weights and a 7ct vitamin package (free). I called GT Media 18007259740 during business and they were close, When I spoke with an agent I told them that I didn’t request the weights ,but I will keep them due to I didn’t want to pay to ship them back. I also informed them I wasn’t interested in receiving any future vitamins and DVDs as well, at that point the agent informed me that was I would be receiving vitamins that have been shipped out and my CC will be charged $36.13 which I didn't authorize. I was told to send them back and my CC would be refunded. I asked to speak with a supervisor and spoke with Chris Wilson; I told how I wasn’t happy with this charge. I asked when I would be charged for the second installment payment to pay for the DVDs he told me some times next month and didn’t know when, he couldn’t provide me with a billing cycle which would be odd. Reported them to the BBB

9/5/2007 - Norine writes:
I ordered the firm last week. I had made two phone calls because I wanted to double check something before I placed my order. I was told it would cost $104.89 which i now know isn't even a possible amount, I paid by check and after reviewing my statement I've been charged two different amounts. What a nightmare this has been. I've been calling for 6 days and have spoken to 8 people who all tell me my information isn't in the system yet. You can tell the people that work there are reading from a script, they have no idea what customer service is and the supervisors are a joke and rude. They've lied and told me someone will call me or send an email. I have yet to hear from anyone and after reading these other stories, I think I'm out of luck. Lesson learned, do your homework first. Thanks for this web site I feel much better knowing I'm not the only frustrated consumer out there.

8/22/2007 - Leslie writes:
I agree..DO NOT ORDER THE FIRM FROM GT MEDIA!!! I placed and order for the new system and they charged me for TWO SYSTEMS! I was billed $119.00 TWICE! I called the customer service people and they were NOT helpful and RUDE! They said since it was in their system I must have made a mistake and ordered two systems! What a bunch of BULL!!! They said I could return it but I wouldn't be getting back $40.00 bucks of shipping and handling for their mistake! That's where they make the money! ITS A SCAM! They also wanted to charge me for their stupid pills, DVD club, WEB club, ETC! Just yesterday I found out they sent me SEVEN extra videos I never ordered and charged me $114 MORE DOLLARS! Again when I called them back they just said again send them back less shipping and my money will be returned! So thats the story folks. This company makes money sending people stuff they never ordered by refusing to give you back the full amount you were charged. Its like a bait and switched tactic! For ever dollar that doesn't get refunded, they make millions! I will never order from this company again! So far this company has charged me more than $350 dollars on a system that says on TV thats only 59.99! NEVER AGAIN! BEWARE!!!!

8/17/2007 - Megan writes:
SOOO FRUSTRATED!! I ordered the Firm TransFirmer online after viewing the infomercial, because, we all agree - it looks good! I received an order confirmation by email. A shipping confirmation followed, which actually looked a tad odd- it stated that my order was shipped via "0090." I replied, asking which method "0090" was and how long it would take. Micheal of Customer Service replied that it was shipped USPS Priority Mail, a tracking # is unavailable and it will arrive "typically within 7 to 10 days" (How would they have shipped it without the priority processing -3rd class??) The time came & went, so I called Customer Service & was told delivery would be Aug. 16th or 17th, which also came and went. I called again on the 17th, where another rep told me that the product wasn't shipped due to "defective weights." When asked why a shipping confirmation was even sent, and why the previous rep didn't inform me of this, she made up some phony excuse and stated that I misunderstood the email (despite the subject of the email being "your order has been shipped".) She said I could re-order, which, of course, would take 2 to 3 weeks more. I advised her to cancel whatever "order" she had there, if any, and proceeded to verify with my credit card company that a charge had not gone through. However, based on other reports I've read on here, I'll keep checking to make sure they don't pull a fast one. I would recommend [] for the vids, and some standard weights - stay away from this company.

7/19/2007 - Kate writes:
I ordered the product on 06/22/07, and it still hasn't arrived yet. The Customer Service has been awful. This looks like an awesome product--but not worth a month (or more) of waiting to receive.

7/16/2007 - Jamie writes:
On June 30th I called to order The Firm Transfirmation and I also clicked on the "Free" trial of vitamins and was charged an additional $30. I called right away to cancel the entire order because I thought that was a sketchy thing to do. I was told that since I had just placed my order, it was not showing in their system yet and I should call back on monday to cancel. On July 2nd I called and was assured my entire order was cancelled and that I would not be charged anything. Then on July 6th I noticed a hold on my checking account for around $100 (the price of the Firm system I had ordered) I couldn't use that money so I called the Firm people and explained that I wanted the hold on my checking account dropped since I didn't order anything. I was assured for the second time that I wasn't being charged for anything and that the hold would come of my account in a day or two. The hold did come off that weekend. But now, two weeks lated I've been charged $31.80 for those vitamins. I again called the help center and was informed that my main order was cancelled but not the "free" trial of vitamins. I explained that I asked for my ENTIRE order to be cancelled and asked to be credited back money that I should never have been charged. I was told that I would have to wait until the package arrives and then return it to be refunded. I was given a number to call in America (because all of these other calls were based in the Phillipines) but I still haven't gotten anywhere with them.

6/26/2007 - April writes:
I ordered the firm dvd and clicked on the "free trial" vitamin offer. Do not click that! The firm automatically charges your card for 30 day supply, a very sleazy tactic. I called immediately to cancel the vitamins that I never purchased in the first place, they said the order had not gone through and to call back in 3 days. After calling back in 3 days, June 11, I decided to cancel the entire order. The representative gladly canceled the order and assured me that my card would not be charged and I would not receive any of their products. Two weeks later I receive the vitamins and a $31.00 charge on my card dated June 12. Customer Service now says the order was never canceled and that I need to return the vitamins to receive my refund. Now I have to deal with returning something that I never ordered to receive a refund to my card that was never authorized! Remember, I canceled the order on June 11, They charged my card on June 12 and shipped the vitamins anyway.

6/22/2007 - Alison writes:
I am very upset about being taken advantage of by The Firm. The call center representatives are based in the Phillipines. I paid extra to get my product sooner and wow what a surprise....I was told the order was on back order. I told them I want to cancel and they said they "will try" to cancel the order. This is poor customer service. I will not be trying the Firm....To bad it looked good.

6/16/2007 - Beverly writes:
DO NOT ORDER FROM GT MEDIA!!! I ordered the product and also received the "free" vitamins and received some videos. I returned the items I did NOT order via Federal Express. The received the product along with a letter stating they are NOT authorized to make any additional charges and in fact owed me refunds totaling +$86. TWO WEEKS LATER...they are still saying they have not received the product and I am still being charged! I have not called my bank yet, but after reading the other complaints on this site, I am calling them IMMEDIATELY. These people are scam artists in the biggest way....they need to be stopped. This is TERRIBLE! Now, I am paying for vitamins and videos that I never ordered and NOW DON'T HAVE!!!

6/4/2007 - Arlene writes:
I too ordered The Firm TransFirmer via an informercial. It took forever to get the product and I was already being billed. I was supposed to get it for two payments of $29.95 plus shipping and handling. I was charged $79.95 first and had charges of $31.86 and $35.80 already on my statement before I even received my product. I continued to be billed these amounts each month even tho' I did not order anything extra. I tried repeatedly to get through to customer service without success and finally wrote a letter. Their reply did not even answer my questions regarding charges. I was finally able to get through to customer service and unlike others I did get a young man who was very helpful. He directed me on how to return all the videos and vitamins I had received. I finally received a credit of $53.90 on this months statement plus another charge of $35.80 for I don't know what. In all I have paid to the Firm $282.98 and am still getting charges. My fault was in not carefully monitoring my statements I did return all of the extra videos and vitamins at my expense. Today, I will once again try to contact Customer Service and try to resolve this ongoing problem. I would never order from TV again on any product. The old cavet "Buyer Beware" is certainly the case of the Firm. I have told everyone I know to be very careful and look for alternatives on where to purchase the Firm products. I am not looking forward to approaching Customer Service and getting a rep from hell! $

5/10/2007 - Teresa writes:
I really wish I had found this site prior to ordering from Firm Direct. It appears that they still have terrible customer service that I am reading about in past experiences. I am just so surprised that a reputable product would have such terrible customer service. They should be ashamed to allow this to go on so long. I ordered the product several weeks ago and selected the "express upgrade" shipping. After a few weeks of not receiving the product I called customer service...only then was I told it was on backorder. I have yet to receive any emails about processing my order, etc. as you typically do when you place an order. The person told me it should be shipped by the following week. After waiting a few additional weeks, I called customer service again. They then assured me that it would be the following week. After waiting again, I finally became fed up and decided to cancel my order. I called customer service again and the woman on the phone said that my product was still on backorder. I told her that I would like to cancel my order. She then told me that she misread the screen and that it had been shipped that morning! I think this is the way the fill orders. If you call and say you want to cancel, they ship your product that day! This must be how they decide the priority of the backorders. What a scam...I am so disappointed with the Firm. I can honestly say that I would never purchase their products again because of this experience.

2/9/2007 - Shannon writes:
Wow, I really wish I'd found this site before ordering from FirmDirect.com!I placed an order with them, and I got a comfirmation reply, but time passed by, & there's no charge on my card from them, nothing, so I called their customer service (which is a complete joke, they have some nerve calling it customer service', if you ask me), & the lady was very, very rude.It was apparent from the first word she spoke that she just did NOT want to be bothered.I asked about my order, & she said it's on backorder!They weren't even going to notify me about this, which I find absurd!They won't let you cancel, either.This woman had a 'It's your problem, not ours' attitude, which I think is unacceptable for a customer service worker.Beware of []!!They take forever, & they're RUDE!!It's a shame, because The Firm products are amazing, too.If you want to order Firm products, order them somewhere else.If you want the TransFirmer system, go to your local [] & buy it.If you want something else ny The Firm, I would recommend [], they ship super-fast with no problems, & they notify you when they process & ship your order.But please, please, please, save yourself alot of hassle, & skip []!I know that I wish I did :-(

10/9/2006 - Sadara writes:
I recently ordered the Firm TransFIRMer system directly from Firm Direct. I am finding that at 3 weeks after ordering this product, I made a mistake ordering from them directly. I have used the Firm videos in the past and they are worth using. But, I am upset over the poor customer service with this company. It's been almost three full weeks and I have not received my shipment yet. I only received one email from them that was from when the order was placed. No more communication from them. I called today only to find out it was on back order at one point, it's now been shipped, but their system has no tracking number for it. This FedEx Smart Post they use sends the package to my local post office and as I understand should have a tracking number, but he couldn't locate one for me. So, he tells me I may have to wait until the 18th of October to do anything else, if the shipment hasn't been received yet. I'm not happy about this, of course. If I don't receive the package until the 18th, that will make a solid 4 weeks between order placement and the product being recieved. I sure wish I had seen the complaints from other people before I ordered directly from their site. I won't make that mistake again.

10/6/2006 - Ann writes:
Beware of this company! I ordered this product online and got a response that my order was in process. Over 2 weeks later I had still not received it. I called to inquire about it and was told it was on back order. I was planning being out of town for an extended amount of time so I wanted to cancel the order as I did not want it delivered while I was away. I was told that I could not cancel the order and further that they could not tell me when it would be delivered to me as it was still on back order. No one could answer any question I had regarding this matter and that was the end of story. I finally received it. The videos are great but you can get this same thing on ebay without the hassel. Also beware, if you join the internet group for "free" they will charge your credit card 30 days later for use of it. No warnings, no emails, nothing. Just very small print in a very light color on the internet (that I have now found after looking hard for it). I intend to call and cancel the membership and contest the charge. There is no easy way to cancel. The only way is to call an 800 number which can only be called on certain days and certain times. Beware.......buy elsewhere! They will not work with you to find a solution to any problem!!!

8/5/2006 - CJ writes:
I wanted to buy this item after reading so many good things about it from others who have lost weight. My only warning to you all is 1) Make sure you buy it online and 2) Don't click on anything that says "free trial" because it's not really a free trial. They send you a "30 day supply" and charge your credit card immediately. This was not specified ANYWHERE on the page I was ordering from. And when I went to check out - it just said that my credit card would be charged "0" dollars. Wrong! So, if you want the TransFirmer (which I haven't got yet by the way - but they charged my card) then go to the web site and just click on the transfirmer - nothing else. Their customer service is useless. I called immediately after I placed my order when I relized I was going to be charged for something I didn't want and their excuse was that the order wasn't in their system so they couldn't look it up (right!). They told me to call back in 3 days. I called back EVERY DAY for 3 days and it was always "Your order is not in our system - oh, and we can't cancel orders anyway." I told them I was going to call my bank and block the charge and they told me to continue to call back and maybe they could help me. On the 4th day I called and they told me that it had been shipped! I wish now that I had purchased it from somewhere else. After all the hassle, I hope it's worth it when it gets here!!!

5/16/2006 - Barbara writes:
I was also taken in by The Firm scam of unauthorized charges to my credit card on my first purchase from The Firm. I really enjoyed the workouts once I received my order but it was a pain dealing with their customer service.  I wanted to purchase the new Transfirmer but luckily saw this site and the warnings which I had gone through as well. FYI found the Transfirmer at our local [] for 59.99, easy purchase, no shippping or charges to my credit card.

2/15/2006 - Julie writes:
I have quite the similar story as everyone else.  I ordered the product Jan 23rd.  I called 2 weeks ago to find out where my stuff was.  Big surprise... BACKORDER.  I did finally receive the product today, however... I specifically ordered DVD's.  I don't even own a VHS player.  I got VHS tapes, which are totally useless to me.  I called customer service to complain.  They said I ordered VHS,(not possible) and I have to send back the WHOLE order and reorder another package.  Yeah, like I'm going to wait another 3 weeks to get probably the wrong order again.  They would not ship out just the DVD's and would not even discuss with me any other options.  I am going to go buy a VHS player because I have no intention of attempting to deal with them again.  Buyer beware!

2/7/2006 - Meredith writes:
As with other posters, I need to complain about the customer service of The Firm Direct.  I ordered the transfirmer system on Jan. 13th.  Was never told it was on backorder, until I called to find out the status of my order.  When I called on Jan. 27th, they told me my order was being processed immediately.  As of today, Feb. 7th, it is still being processed and they won't let me cancel.  That is just wrong, especially b/c they are telling me it will still take 4 to 6 weeks for delivery.  They said they can't update the webpage to say the product is on backorder b/c it is too expensive.  That is ridiculous given the amount of orders they get.  After all this, I am going to order from somewhere else, and then just write "return to sender" when I get the product from Firm Direct, which will likely not be for months.  It is unfortunate that I did not find this site until after my order was placed. If you are lucky enough to find this first, please do not order directly from them.

Page 1 2 3