I originally ordered on November 28 for a total of $1,146.77 after tax and S&H. The product was sent to me in 3 boxes via UPS. I picked up two of the boxes December 10, but I never received the third box, which contained the bows or rods. I called UPS to ask about the missing box, and was told all they show is that it arrived at the shipping center where I picked up the other boxes.

I called QVC’s customer service to inform them that I had not received the 3rd box, and they started an investigation. I was only contacted once about the investigation and that was to confirm what I was missing. As far as I know, UPS simply could not find the box. I called QVC’s customer service again and was told since no bows/rods were in stock they would have to request that their Bowflex supplier send the item. I also called Bowflex directly to ask that they send me the item since QVC was out of stock.

A week and a half later, on December 29 -- a month after I ordered the item -- I again called QVC’s customer service, and I was told they were still waiting on a reply from their corporate office about the matter in order to proceed. Upon calling Bowflex, I was informed Bowflex was also still waiting to hear back from QVC before sending the item to me.

I immediately wrote a letter to QVC’s Office of the President to complain about the situation. On January 5, a woman from the Office of the President called me about my letter. She asked if I had sent the rest of the product back to QVC yet, to which I replied that I hadn't, but was in the process of packing it up to do so. She contacted somebody in shipping and then informed me that the rest of the Bowflex would be shipped to me overnight. On January 8, I still had not received the item, so I called the woman in the Office of the President again. She was surprised I had not received the item yet, so she was going to find the tracking number on the shipment and get back to me.

It is now January 11, a month and one day since I picked up the two boxes, and should have received the other box containing the bows that are the absolute core of a Bowflex home gym. Either UPS managed to lose both boxes containing my Bowflex bows, or QVC neglected to follow through on their overnight shipment. Either way, I am extremely dissatisfied with QVC’s handling of the situation. I will update my complaint once the situation has been resolved.

Sandy Wilson, sandyw654@hotmail.com

Update, January 12:

They are going to refund me $378 of the total price and get the rest of the item shipped to me ASAP. I still don't know what happened to the box that should have been shipped last Monday, but they're looking into it.

I'm satisfied with the refund amount and hoping the item gets to me before the week is over.

Update, Jaunuary, 21:

The $378 was credited back to my credit card, and I finally received the bows on January 20. The bows were supposed to have been overnight'ed on January 5, but when I tracked the shipment, I discovered it had not been sent out until January 15, and then there was a delay in delivery because my apartment number wasn't on the package. I notified the woman in the Office of QVC's President, and she was happy I got it and angry that the shipping people hadn't sent it out like they said they had. I'm happy that I have received the bows and got the partial discount.

My only thought now is I wonder if Bowflex will honor the 5 year warranty since the registration card was in that missing box and it is well past the 30 days after purchase time limit....