Anonymous

Glad to see this

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full
I was going to purchase a treadmill from nordictrack, i will do a lot more research. I understand that machines breakdown, but customer service is what sells products and keeps the customers happy and coming back. This is what i do for a living, shame on you nordictrack.
View full review
Teri E Fye

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer
| map-marker Xian Shi, Shaanxi Sheng

Nordic track policies for repairs

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full
I have a Nordic-track Elliptical we purchased several years back from Sears and it needs a repair. I called Nordic track and they said unless I purchased it from them, they couldn't help me. And even if they could give me the name of a repair person in my area, I would have to pay for the service call prior to them coming out. What????? Pay first???? I have never paid anyone for anything I didn't get. Not a dishwasher, pool, oven or any other repair person have I ever paid in advance of a service call. It's a shame they treat people this way. If I can't find a repair person, and I have to buy another elliptical, it won't be a Nordic track, but one I can get fixed whenever I call someone and not have to pre-pay a service call.
View full review
Loss:
$700
Cons:
  • Would not recommend anyone to repair broken equip
Reason of review:
Poor customer service

Preferred solution: Tell me who can fix this and won't charge in advance

Anonymous

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.

View full review
Loss:
$1300
Reason of review:
Poor customer service
Anonymous

Horrible Treadmill an Customer Service

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full
Purchased a Commercial 1750 treadmill. Broke within couple of months and they sent several others to replace an they all broke within weeks also. The last one they actually told me to just keep an I ended up giving away to a local guy who said he would try to fix or use for parts. I guess all the lawsuits, complaints an terrible reviews about NordicTrack and Icon Health and Fitness is warranted an deserved.
View full review
Reason of review:
Damaged or defective
Whitten Pbn

Ripped Off for a product that didnt do as promised

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full
NordicTrack - Ripped Off for a product that didnt do as promised
Updated by user Jan 22, 2017

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...

Original review Jan 20, 2017
Bought treadmill in NOV 2016. Was supposed to be able to Bluetooth you tablet and heart rate monitor.

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
View full review
Loss:
$1499
Cons:
  • Fact customer service did not know this product
Reason of review:
Not as described/ advertised

Preferred solution: Let the company propose a solution

Anonymous

Incomplete Shipment and Incompetent Customer Service

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full
NordicTrack - Incomplete Shipment and Incompetent Customer Service
NordicTrack - Incomplete Shipment and Incompetent Customer Service - Image 2

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.

View full review
Loss:
$1000
Cons:
  • Incomplete shipment and poor customer service resolution
Reason of review:
Problem with delivery

Preferred solution: Deliver product or service ordered

Anonymous

Bad Product - Worse Customer Service

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full
I bought a new Nordictrack Freestrider for about $2k. It was delivered and assembled and one of the wheels it moves on was broken out of the box. After providing 7 different numbers to the customer service department including the part numbers, I had to look up myself, they send me the wheel for me to put it on the massive machine. After 3 months it broke entirely - no incline, no resistance. No timely reaction from customer service on e-mail. Then, on the phone, finally they agreed to send me components and all I had to do is buy some tools, because it is all so easy to fix. After greatfully declining to effectively join their customer service team, they disapprovingly sent me a mechanic two weeks later. The man worked for 45 min, said he was done and disappeared. Incline fixed, resistance still broken. Trying to reach customer service. After another long wait, everyone is very sorry, "we are working on it" but nothing happened for another 3 weeks now. It is a bad product and one of the worst customer services I have ever seen anywhere. Do yourself a favor and buy a different product.
View full review
Reason of review:
Poor customer service

Preferred solution: FIX IT

1 comment
Guest

I agree. Don't buy any Nordic track product.

I have $2k of a hunk of junk. One year of good use.

Liani Ejl

NordicTrack - Absolute WORST Customer Service EVER!!!

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full

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.

View full review
Loss:
$2300
Cons:
  • Worst customer service
Reason of review:
Problem with delivery

Preferred solution: Full refund

Kaz Hsf

Ellipical Machine Inoperable

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full

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

View full review
Loss:
$1093
Cons:
  • Poor product
Reason of review:
Damaged or defective

Preferred solution: Full refund

Anonymous

NordicTrack treadmill

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full
Worst tread mill I ever bought will never buy a nordicTrack product again. Bought it in November 2016 broke April 2017. Called customer support and all they can do is diagnose it over the phone what a joke and they tell me they going to send me the part and I have to install it myself still waiting for the part since April 26.
View full review
Reason of review:
Damaged or defective
Anonymous

Nordic Track Freestrider

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full

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.

View full review
Loss:
$3000
Reason of review:
Damaged or defective

Preferred solution: Full refund

Anonymous

Horrible.

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full

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.

View full review
Loss:
$1499
Pros:
  • Machine
Reason of review:
Poor customer service

Preferred solution: Full refund

Para Lzt

Nordic Track Has No Intention of Servicing Their Product

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full
My Nordic Track FreeStride 7 has been nothing but a headache. This could have been avoided with a little investigation. I would make sure to look at all of the independent reviews for Nordic Track. The equipment I purchased was poorly built and the service has been a nightmare, even though I paid for a premium warranty. My elliptical's computer died after 2 months, so I used without the computer after that, as they would not fix the machine. Now it is unusable after less than a year, I've paid them $170 to come look at it over a month ago, and now I cannot contact the service person at all. I have my secretary try to contact him or the company daily, but they will not return our calls.
View full review
Loss:
$2000
Cons:
  • Defective product and poor build
  • How the call was handled
  • No product support
Reason of review:
Poor customer service

Preferred solution: Full refund

2 comments
Para Lzt

They eventually gave me a full refund for the unit.

Machele Imf

Thanks for the heads-up.

View more comments (1)
Anonymous

Horrible customer service...do not purchase from them

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full

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.

View full review
Loss:
$1650
Cons:
  • Lack of timely refund
  • Customer service
Reason of review:
Poor customer service

Preferred solution: Full refund

Anonymous

Nordictrack - Freestride Review

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full
Nordictrack - Freestride Review
Nordictrack - Freestride Review - Image 2

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!

View full review
Reason of review:
Bad quality
1 comment
Guest

Ordered the bike on Jan 12.

Received on Feb 6th.

With a broken motor!!!

The delivery guys rushed out because they didn't want to tell me what was wrong.

There last words were if it doesn't work call this number!!

On hold for over 45 min still waiting for someone to pick up the phone!!

  • 1
  • ...
  • 32
  • 33
  • 34
  • 35
  • 36
  • ...
  • 50