NordicTrack
Reviews and Complaints
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Verified Reviewer | Xian Shi, Shaanxi ShengNordic track policies for repairs
- Would not recommend anyone to repair broken equip
Preferred solution: Tell me who can fix this and won't charge in advance
Customer service is terrible
My treadmill broke down end of july (today is august 24). we got the new part, which was faulty so we got another new pat and the repair guy came out and again,,,, faulty part, so he ordered another part which got here last week.
no call form the service guy,,, anyways, apparently he accidentally ordered ANOTHER of the same part and that is what the schedule is based on so,,, no call yet. The part has been there since last week, but now we have to wait for the inadvertently ordered part that is due to arrive today. I have called multiple times to schedule and no call back yet because he has 24-48 hours to call and schedule,, I am like "well it has been here a week so his 24-38 hours is up".
No call we considered buying ad elliptical from Nordic track but NOPE and I will post terrible reviews all over FB. I have rich friends who like to buy exercise equipment and I will ensure NONE of them buy from Nordic track.
Horrible Treadmill an Customer Service
Ripped Off for a product that didnt do as promised
Model advertisement has changed to include the manual I have. Both initially (NOV 2016) said the treadmill had Bluetooth and would support both a tablet and heart rate monitor. Now (JAN 2017) the advertisement doesn't even mention Bluetooth, even though the console...
Just bought a new tablet and tried to sync following the instructions. Instructions refer to a button that is NOT there. I check manual online to find whole section about Bluetooth to be gone. I look at ad and it has changed as well.
I called customer service, who referenced the manual online and they COULD NOT FIGURE HOW TO TURN ON BLUETOOTH. After explaining that the instructions referenced a button and light on my console that did not exist, the service person gave up and told me they could send me a heart rate monitor, but COULD NOT TELL ME HOW TO CONNECT IT and told me my tablet was not supposed to Bluetooth. THAT IS A LIE. THAT IS THE ONLY REASON I BOUGHT IT.
I can read ads and I can read manuals, all of which have now changed since late November.
I want a *** rep to come to my house and explain to me what happened and how they are going to fix this. attached is a picture of my manual, which CLEARLY shows Bluetooth and how to connect tablet and heart rate monitor
- Fact customer service did not know this product
Preferred solution: Let the company propose a solution
Incomplete Shipment and Incompetent Customer Service
We ordered a ski machine 12/10/16 as a family Christmas Present. We set it up after the holidays and found that the Console Wire needed to hook up & use the console was not in the box.
Therefore, we could NOT use the technology in the product description suggesting the ability to track workout time, distance, calories, etc. The more discouraging aspect of the Nordic Track experience is that after more than a dozen efforts to correspond with customer service they have still not been able to remedy the situation by providing the missing part. This effort, started in early January, has included an average of 3 communication efforts per week and in mid-February has still not been resolved. The initial customer service request was initiated 1/3/17 which required product sku number and serial number.
After 1 month of 1. Trying to resolve wtih customer support 2. Receiving the wrong part 3. Sending them photo's of the console outlets & the erroneous part shipped on the next follow-up, Customer support requested the sku number and serial number.
It really appears they don't even have the part needed and therefore have false advertising in the product description of their ski machine. Recent communication efforts are their part seem to be more in line with stall tactics hoping that I'll give up and go away.
- Incomplete shipment and poor customer service resolution
Preferred solution: Deliver product or service ordered
Bad Product - Worse Customer Service
Preferred solution: FIX IT
NordicTrack - Absolute WORST Customer Service EVER!!!
I ordered my Nordictrack FreeStride Trainer on 1/1/17. I did not receive this item until 1/27/17.
I paid to have this product delivered into my home and the delivery service said they could not bring it into my home; the furthest they could bring it was into my garage. Knowing I could not possibly move this item into my home by myself, I called Norictrack that same day to process a return because there is no way I would be able to use the product if I had no way of getting it into my home. I sat on hold for nearly an hour before someone came on the line. I told them my dilemma and they said they would have the delivery company come back within the week to bring my purchase into my home and assemble it for me.
A week came and went and I received no contact from anyone about getting my machine brought into my house. Today I sat on hold for 1 hour and 20 minutes before someone came on the line. I explained the situation to this person and she said they could gladly return the item for me per their return policy, in which I am responsible for return freight fees and a 10% restocking fee. I explained that I don't know how this applies to me since I didn't even get to use the thing to see if it was a good product or not.
It is my understanding that customers have 30 days upon delivery to use the product and determine their satisfaction with it and if they weren't satisfied, then these terms would apply. I didn't even get this opportunity. The customer service person processed my return and I proceeded to sit on hold for another 20 minutes, just so she could get me my confirmation number for this transaction. Like many other reviews I have read, their customer service people are smug and righteous about the return policy, with a "too bad, so sad" attitude.
I have read at least 50 very bad reviews about Noridctrack on many different consumer websites for similar situations to my own and there are several hundred more that I was not able to read that I am sure are all experiences as bad or maybe worse than mine. Making the leap to purchase this item was huge for me because I am a single mom with a special needs child, so I do not throw my hard earned income around on just anything and I rarely, if ever, splurge on myself. $2300.00 spent when all is said and done is a lot for a person in my situation. The summation of my circumstance is that I will have paid over $400.00 (per the return policy) for something that I never got to even open up and look at, let alone use.
Now we will wait and see if I even get any part of the refund. It sounds like getting any money back from Nordictrack is nearly impossible too. Needless to say, I wish I would've read more reviews on the customer service. I read enough reviews on the actual product I purchased, which is why I made the decision to go ahead and purchase it.
Sadly, I will never know if the product was any good or not. Going forward, I would recommend that people don't just read product reviews, but company customer service reviews as well. This is truly a buyer beware situation.
With the high number of poor reviews for Nordictrack, I think there are enough people out there for a Class Action Lawsuit against this company. It would be nice to see this happen.
- Worst customer service
Preferred solution: Full refund
Ellipical Machine Inoperable
Purchased a machine from NordicTrack. The machine was is basically inoperable extremely loud banging noises every time the ramp moves.
I bought this based on being able to use the map terrain feature which auto adjusts ramp height. The loud cracking / banging noises are so loud that I can't even think about exercising. My initial contact was a disaster I requested the ramp motor as this appeared to be the culprit and a broken cosmetic piece but they only ordered the cosmetic piece. I waited over 6 weeks from the first event to get parts and a service tech to come out.
Machine worked fine for 1-2 weeks after service call then issue resurfaced. Tech said it might and request these parts. I requested the parts still on back order 28 days with no known date when they will be in. I will have to wait for parts then the time to actually get service.
I can't use this machine anymore and I'm paying monthly payments for something I can't use. Customer service offered a free floor mat that I already received I don't need two.
The only other was to offer warranty covering the time machine was down machine sitting unused. Model number NTEL09815.1
- Poor product
Preferred solution: Full refund
NordicTrack treadmill
Nordic Track Freestrider
I purchased a Freestrider on 3/23/17 with white glove delivery - I had to go pick it up myself - requested a refund on April 7 and was told it takes 6-7 business days - it has been 9 - called back because it has not shown as a credit and find they actually take 30 days to process any refund -I have been unable to use it because it came needing a new main wire - they will not send service for this repair -they expect me to make the repair myself - they shipped me the part without any instructions - finally sent me a link to a video that is not for a Freestrider and contains absolutely no useful information - So I have spent $3000 on a piece of equipment that cannot be used. They have very poor customer service.
Preferred solution: Full refund
Horrible.
Don't purchase. The machine is great...
BUT THE CUSTOMER SERVICE WITH NORDIC TRACK IS ABSOLUTELY HORRIBLE. Our machine is 6 months old and not working... we are completely getting the run around from our "warranty" and being told wait 7-10 days to try lube. Our machine is inoperable.
We paid top money for this, and it is not working. It also took 12 weeks to deliver. Buy a treadmill from anyone else. Don't have the same issue.
I have never felt so upset about a large purchase.
I am so surprised at the level of incompetence from such a large and well-known company. As a consumer, I have been had.
- Machine
Preferred solution: Full refund
Nordic Track Has No Intention of Servicing Their Product
- Defective product and poor build
- How the call was handled
- No product support
Preferred solution: Full refund
Horrible customer service...do not purchase from them
We purchased our treadmill from NordicTrack in early December and were told it would be delivered before Christmas. According to the shipping emails we received it arrived at the local company, MDX, on December 20th.
MDX was supposed to do the “White Glove” delivery and installation. We didn’t hear anything from MDX about delivery times or dates. We tried calling them and they wouldn’t answer so we contacted NordicTrack. They said they would contact MDX and assist.
We heard nothing from them and Christmas came and went. We finally received a text message from MDX on December 28th, but the days they requested wouldn’t work so we called them again. No answer. I contacted NordicTrack again and they promised that MDX would contact me before noon on the 29th.
No contact was ever made with us. I sent an email to the customer service representative (Andrea Kennedy) that was handling us that I wanted a refund of the treadmill. She contacted back saying we could get the White Glove service refunded. I responded that I wanted the whole order refunded and I would like confirmation this is going through and I never heard from her again.
Finally, it was January 4th and we had enough. We sat on hold for 1 ½ hours until we finally talked to someone and requested a refund. The woman on the phone said it would take up to 2 weeks for us to receive our refund. Today was 15 days later and I contacted them about the refund and I was now told it would take 30 days for me to see the refund.
This company might have good equipment but we’ll never know. Our treadmill sat in a warehouse in town for weeks and no one ever bothered to deliver it. Their customer service is horrendous. When I told them today that I was going to contact the Better Business Bureau and my bank the service rep told me good luck with that and that I’d see my money in a month, hopefully.
When I got off the phone I file complaints with Consumer Affairs and my bank. Do not buy from them.
- Lack of timely refund
- Customer service
Preferred solution: Full refund
Nordictrack - Freestride Review
Worst customer experience ever! Spent $2400 on the freestride.
It broke in the first 3 months. Good luck getting help. Hold times exceed 30 min and customer service reps are complete robots that will offer zero help. I would never buy one of their products again.
My credit card company had to dispute. Do not waste your time. This product was extremely poor quality and comes with the worst customer service in the industry. I wouldn't accept a free product from them.
Not worth your time or money.
Total scam. Do not believe any star rating over 1!
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I agree. Don't buy any Nordic track product.
I have $2k of a hunk of junk. One year of good use.