Latoya J Lfw
map-marker Logan, Utah

Terrible Experience from customer service to deilver setup

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03/20/2018 I purchased a Commercial 10 exercise machine from NordicTrack Early December 2nd, 2017 using the finance company they provided Fortiva Financial. I received my product on January 11th 2018. The Delivery company (MXD Group) that NordicTrack/ICON sent to put my equipment did not properly put the machine together which made it a hazard to use. I called NordicTrack on January 12th and told them about the situation and they sent MXD Group back out to try and fix what was wrong with the machine. MXD Group came out to repair the machine on January 18th but they were unable to fix the issue because it was missing hardware. I was informed by the MXD Group that I should order a new machine. I called NordicTrack on January 18th to order a new machine and the order was placed. On January 21st I received an email from NordicTrack Fitness club that my order was on its way and that I would hear from the delivery company by January 26th needless to say I did not hear from the delivery company by January 26th so I decided that I no longer wanted to deal with either companies on a business level anymore. On January 30th I still hadn’t heard from the delivery company so I called NordicTrack’s billing and returns department waited on hold for 45 minutes and cancelled my order. I was told that it would take about 3 to 4 weeks to receive a full refund on the machine. After 5 weeks I decided to give NordicTrack a call which was on March 7th asking what the status was of me receiving the refund owed to the credit card. I was told they were working on it. I called again on the 6th week and was told the same thing they were working on it. I have paid two credit card bills during this process and I have not paid the third. Today it is 03/20/2018 and I have only received a partial credit to the card. This company has poor business practices, longer than usual wait times to speak with someone. I would not use them again.
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Loss:
$1552
Pros:
  • Adjust prices if you ask for inconvenience
  • Machine
Cons:
  • Poor billing practices
  • Can not get a hold of them
  • Delivery company were not subject matter experts
Reason of review:
Return, Exchange or Cancellation Policy

Preferred solution: Full refund

Anonymous

The blame game

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I bought their CST Fusion because it looks awesome. I received it 3 months ago. I have yet to use the machine, because upon arrival and set up there was no power. After an hour on the phone on 2 separate occasions, they finally agreed to send me a new power adapter. 7-10 days later, a new adapter arrives...again no power. So, clearly that is not the issue. 2 more hours on the phone to be told they are not sure why but they would schedule a technician, but they were going to send me another part. The technician was supposed to call me to set up an appointment. 7-10 days later when I receive the part, I had to call them to get a number for an independent contractor who is booked for weeks. We are now at end of March, technician finally comes to my house only to find out again that the part they sent me was not what I needed and he needed to order me a new board for a machine I have yet to use. I am now waiting for the part. I will be making my 4th payment and have still yet to be able to use this machine. I am 4 months in to my year long iFit subscription which is useless to me because the machine does not power on. I talked with customer service and here is what I get...nothing we can do - you need to call iFit. When I call iFit...nothing we can do, you need to call Icon. This blame game has been going on for months. No one is owning any of the issues I am having. Everyone just passes the blame. I'd like to write a review on the piece of equipment, but I can't do that yet because their service has been so horrible and lacking any sense of urgency. Perhaps this review will get a response...but I doubt it.
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Cons:
  • Extremely long wait on the phone
  • Missing customer service
  • No product support
Reason of review:
Poor customer service

Preferred solution: Let the company propose a solution

Amy D Zjn

Elliptical Squeaks!

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We bought our Elliptical from Sears in December 2016. We also purchased a three year extended warranty.

After 10 months the machine started making a loud noise from metal rubbing against metal! I had Icon at my house 6 times and it’s still making the high pitch sqeaky noise!!! Icon said they will not replace the machine. They will replace parts for 2 years.

I feel like this machine falls under the “lemon law”. First of all, it takes 45 minutes to over an hour to get through and actually talk to a representative. Then they try to trouble shoot it for another hour. Then they decide to send out a repair guy to look at it.

It takes them 10 days to get in touch with me and another 2 weeks to come to my house to look at it and try to fix it! At this point I would like a replacement.

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Reason of review:
Bad quality
Anonymous
map-marker Jordan, Minnesota

Thank all of you for comments I almost purchased from Nordic

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NordicTrack - Thank all of you for comments I almost purchased from Nordic
I so wanted a fs9i freestrider but after reading all the horror stories of how bad nordictrack is i have decided that walking through the mud around my field is not so bad after all.
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Tyshaun Ypv

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Verified Reviewer

Poor product support

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Our 7Xi incline treadmill's console failed after a few years of use. Went on their website to order a new console and was directed to call their parts department. Found out that NordicTrak does not make replacement consoles. I would expect that when you spend over $2000 dollars on an incline treadmill that they would have better product support. We were unable to find a replacement console, new or used. We had to junk the NordicTrak, it was good for nothing. I guess that they expect you to come back and spend a small fortune on a new NordicTrak. Their customer service is terrible. I am very disappointed. If I could give 0 stars I would. I will warn everyone I can about my terrible experience with NordicTrak. Think hard before buying a NordicTrak product.
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Reason of review:
Poor customer service

Preferred solution: There is no solution. I already junked the machine. I just want to warn others of NordicTraks terrible product support and terrible customer service.

Anonymous

A $2000 elliptical we are not using!

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We just bought the machine four months ago, after almost breaking our backs given the weight an dimensions (the delivery guy left it outside and far from the door!) it started smelling like something was burning, when choosing a routine it acts by itself! Just a couple of months later!

Multiple calls and emails answered automatically, very very upset, long waits over the phone!

We have two months without using it.

Terrible service and experience. Wondering if they sold us a returned and defective product, looking for a way to fix this!

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Reason of review:
Bad quality
1 comment
Guest

Apparently you have not employed the communication method which will provide the basis of a verifiable timeline of your complaint : Certified Mail return receipt requested. It is imperative that you skip the useless telephone calls and e-mails which vanish like a puff of steam in the wind.

You are entitled to a functioning product during the stated warranty period which is quickly wasting away - you must communicate in writing, factually and politely, a brief history of the problem and stating clearly the remedy which you require. You must state that you will allow 10 business days from receipt for reply - in writing.Keep all mailing receipts, the green return card and copies of all correspondence.

Michalene Dqa
map-marker Fairdale, West Virginia

Elliptical rusted after one year of use

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NordicTrack - Elliptical rusted after one year of use
NordicTrack - Elliptical rusted after one year of use - Image 2

After one year of use the elliptical has rust all over the handles and almost all the metal components on the machine. The elliptical is use for personal use inside my home.

Machine is wiped down after each use. Contacted NordicTrack and they were wanting to blame me for the rust. Said I lived in a humid part of country, sweet caused rust, warranty does not cover. Told me to buy metal brush and spray paint.

I have bought a few treadmills and never had problems from customer service like this. If you buy remember not to sweet this will cause elliptical to rust. Their response was so quick to deny that machine was not powder coated properly and blame me.

I did spray paint and brush rust, of coarse it does not match paint already on elliptical. Will never again buy from NordicTrack.

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Reason of review:
Bad quality
3 comments
Guest

my elliptical cable came off the stride bar....the bracket holding it chipped off partly.....there is some rust like discolouration. Noricktrack is not honouring the 10 year frame warranty because of the rust. Its not of my doing!!!

Guest

Yup same problem proform elliptical blamed me for rust

Guest

Having rust issues with NordicTrack treadmill. Was told there was nothing they could offer to correct the problem. Won't purchase another Nordic Track product that's for sure!

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Darryl S Qpn

Bad payment experience. Nobody understands English?!

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My issue is with the finance company. They barely speak English that you can understand and can not understand a question if asked. I tried to set up automatic payments and was told I could not. Who doesn't do that in today's world? Now I look on this site and see it was probably written by the same people I just spoke to on the phone. English is not their first language! I want "the company to reach out to me" not "the company can reach you out". What does that even mean?
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Reason of review:
Problems with payment
Anonymous

NotaSatisfiedCustomer

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My NordicTrack 2450 Commercial Treadmill stopped working after 5 weeks of normal use following delivery. The screen will not power on and none of the control inputs are functional. Having purchsed the Premier Maintenance Service extended warranty, I contacted Icon Fitness and have not received response in the last 4 days (still waiting). This down time is not acceptable when you rely on your equipment to workout.
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Reason of review:
Bad quality
Charlie Hyg

Terrible Service

I bought this treadmill from NORDICTRACK for over $2000. Received in late January 2018, set it up and worked once.

The console did not come on after that. Went through your iconfitness outsource and determined it was a bad console February 10, 2018. They said they would ship a console within 6-10 days (which is a long time) and I still have not received. They say this part is back ordered, but I do not really care.

Have not been able to use the treadmill for over a month, including the ifit Coach program I was forced to purchase.

They said tehy can't send a tech as console is one unit. For a company of Nordic Track size, this is unacceptable plannng and customer service

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Reason of review:
Damaged or defective
Anonymous

Horrible!

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Horrible customer service, broken registration process, and even worse 3rd party payment plan!!
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Reason of review:
Poor customer service
Anonymous

Company continues to screw up

Although I have 18 months to pay my bill was charged the full finance charge on last statement we have close the TD Bank account sent me a letter with the balance however we have taken the original charge and deducted all our payments and the amount is incorrect previous issues charged twice also one month was charged $174 which was removed
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Reason of review:
Problems with payment
Anonymous

Avoid buying from Nordic Track

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On 11/22 we ordered a treadmill. No contact for 2 weeks. After numerous calls (being put on hold 30-45 min each time), they promised someone would call back...NOTHING. Finally 12/22 got it delivered...paid for White Glove Service/Assembly...they just took the stuff out of the box and didn’t assemble it. Told me another company will contact me to assemble. After over a week of the parts on my floor ...still no contact. Being so fed up, I decided to have the item returned on 1/2/2018 since nobody contacted me AGAIN. I was told I would hear from someone in 5-7 days. On 1/11/18 I called to please have this picked up. The lady told me she emailed the delivery company and someone will contact me in 3 days. Today, 1/17....I have been on hold for over an hour and half as I write this review. I am closing on my house on Friday and need this out of my house. They told me they can send me a box with no waiver form and leave it at the front door. The delivery company will pick it up next Wednesday. I am sure the new homeowners would love the idea of having this on the front doors for a week! Still on hold with no resolution....an hour and 45 min...save the time and energy...buy from somewhere else!
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Reason of review:
Order processing issue
Anonymous

More than Frustrated with Bad customer service

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I ordered the Nordic trac 7.5 on Dec 5. The unit was delivered on Dec 15.

I assembled most of the equipment the following day, Dec 16. I was not able to complete the elliptical machine assembly due to a defective component- display control panel. The diagram shows three sets of cables coming out from the display back panel. The equipment I received does not have wires coming out from the display panel.

The elliptical control monitor cables are missing. The cables from the equipment (upright) are too short to connect to the control display. So it is impossible to operate the elliptical equipment I purchased. I requested many times via phone (with much patience due to the extensive holding period to have a live person) to have a new control panel shipped.

I followed with email to Nordic track customer service. Each time the response was the display control panel with cables is coming but Nordic track. The third time I was informed that the display control panel will be shipped in 7 to 10 business days. Nordic Track continued to tell me when I called the third and the fourth time that the display control panel is coming, continue to state that it is coming within another 7 to 10 business days.

I finally reached someone who said Nordic Track could not tell me when the replacement display control panel will arrive. I asked for Nordic track to send me another elliptical unit but received NO response. Finally Nordic track gave me the response that the control panel is back order. Now it is the month of February I still cannot use the exercise equipment.

I initiated a cancellation with Nordic track and my credit card company. Informed Nordic track via email that I want to cancel and asked it to send instruction for me to return the defective unit. I received NO response. Meanwhile the partially assembled elliptical equipment is sitting at home, totally unusable.

As one can imagine this is highly frustrating. I emailed Nordic track that I will donate the metal parts to a recycler if I do not receive response in 2 weeks.

Guess what, NO RESPONSE. Bottom line: Do NOT Buy from Nordic Track

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Loss:
$820
Cons:
  • Extremely poor customer service
Reason of review:
Poor customer service

Preferred solution: Full refund

Paul B Jvr

Customer service

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We have an ifit nordic trac treadmill that is a year and a half old. We purchased the extended warranty.

You will be in the middle of a good walk and it will shut itself off, no power or anything. You then have to turn the power button of so it will reset and then turn it back on in ten minutes. You try to talk with customer service and have a service guy come out and work on it. They want you to tear it apart and see if you can find the problem.

Im not a nordic trac serviceman. This is why i purchased the extended warranty.

I'll never again purchase a nordic trac. They are just a boat anchor and the customer service is terribke.

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Reason of review:
Bad quality
1 comment
Guest

Nordic Trac has terrible customer service. I contacted them two months ago and still haven't received the lubricant they said they would send me.

Junk equipment that I paid to much for. My mistake.

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