Michael R Qap

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Verified Reviewer
| map-marker Tempe, Arizona

Very poor service. Unable to talk to a person. Cant register my R35. Very pissed off.

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Hello:

I want someone to know there at your company that I am very upset at your contact info being non existant. Also the quality of the machine was very poor...screws not fiitting due to poor threading issues, alignment issues, overly complex, poor delivery third party delivery being very late, on the whole very poor everything.

I am not sure how to register this *** machine as I can't register it after following all the instructions and rereading everything. Never buy another Nordictrack or ICON fitness equipment again. My girlfriend had no problem but when I tried it everything went south on me. And, I can't talk to a person.

What a *** company.

Can't use it either as I can't get it registered so I can start using the IFIT. Who ever you are that owns this *** company should have some coffee and wake the friggin up and start having some decent customer service.

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Cons:
  • Poor customer service
  • Missing customer service
  • Delivery and installation there was none

Preferred solution: Let the company propose a solution

User's recommendation: Stay away dont buy anything from this *** company

2 comments
CarmenMilagros G

I wrote my mensaje all ready, i to send my mensaje to Ejecutive Offices Miramar,florida

CarmenMilagros G
reply icon Replying to comment of CarmenMilagros G

I send my masaje allready I send u.s. florida Nikki is one agent in Ejecutives offices Miramar, florida

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chandra t Fic

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Verified Reviewer

Rower no longer works

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Updated by user Jun 08, 2022

Had to pay for the technician to come out, came out I paid to order the part, when I called the back to have the technician to come back out I had to pay an additional 65.00 for them to come back out. Paid and yet to have the technician come out. She texted me and said...

Original review May 09, 2022
purchased a rower, stopped working after about 3 months, i thought it might need another charger, purchased another one and it still doesn't work. I called customer service and the man told me he don't know what's wrong with it, he doesn't work in technical support.
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Preferred solution: i just want it fixed so i can use it.

3 comments
NordicTrack Customer Experience

Chandra T We are sorry this rower isn’t working properly and that you didn’t receive the expected care from this support representative. We can help troubleshoot this and get your rower working again.

Email us at ce@NordicTrack.com with your individualized case number, 1-R103002, in the subject line so we can get the needed details to assist you more appropriately with this repair/replacement.

We’ll get you rowing again soon! Thanks - NordicTrack

Guest
reply icon Replying to comment of NordicTrack Customer Experience

I already paid $170 bucks for a repairman to come out was told he would contact me within 3 days and I still haven't heard from them. I will email You at the email provided, I am just so disappointed that this product stopped working so soon, and I am having to go through all of this trouble.

NordicTrack Customer Experience
reply icon Replying to comment of Guest-2181547

Thanks for reaching out to us via email to best assess this situation. We understand the disappointment, but are confident that we can get you the needed assistance asap.

Let us know about the technician service you receive as we will most likely use a 3rd party service in your area and we would like to ensure they uphold the quality care we expect. Thanks - NordicTrack

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Lisa T Wkh

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Verified Reviewer
| map-marker Raleigh, North Carolina

Still waiting on treadmill 4 months later

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NordicTrack - Still waiting on treadmill 4 months later
I purchased a treadmill in Nov 2021 and its March 18th 2022 I have made 3 payments on the treadmill but do I have it NOOOOOOO I have to reach out and call weekly to get a status update No one has attempted to reach out or apologize for the wait No one can tell me when I will get it either Poor customer service and delivery service I am not happy at all and will not advise anyone to purchase
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Preferred solution: Deliver product or service ordered

User's recommendation: Dont purchase

1 comment
NordicTrack Customer Experience

Lisa T Wkh We sincerely apologize for the extensive delay that has occurred on this shipment. This is highly unusual.

We would like to look deeper into this and offer you a more satisfactory solution that will more appropriately fit this odd situation. Email us at ce@NordicTrack.com with your individualized case number, 1-R102769 in the subject line.

Include your order number and we will be able to access your file and respond expeditiously. Thanks - NordicTrack

Kevin S Uba

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Verified Reviewer
| map-marker New Castle, Delaware

Never Delivered Product

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I placed an order four weeks ago... after a week it shipped....

then three weeks went by with my product setting in a Ryder delivery warehouse in NJ because NordicTrack shipped it to the wrong place, but never admitted that. I have contacted NordicTrack and Ryder at least half dozen times in the past two weeks. Each time being told it would be resolved in 48 hours. I asked for return phone calls each time and even in my email to the "CE" email address a private messenger gave me through a customer review website like this one, along with the case # they issued, but still no one ever called me back to update me.

I have wasted hours sitting on hold and begging for someone to fix the problem -- which involved shipping the item from NJ to Baltimore, where Ryder services my area. After nearly 3 weeks, I called tonight for an update. Nothing has progressed the product reach NJ on 2-8-22 and here we are on 2-22-22 and they haven't lifted a finger to transfer it. Ryder said NordicTrack won't respond to requests to transfer the product or approve for Ryder to transfer the product at NordicTrack's expense because the mistake was NordicTrack's.

I called to cancel the order. I was on the phone for more than an hour with a young man in the cancellations and returns department who tried to offer me a free month of ifit or an extended warranty. I felt sorry for him because none of those things were attractive to me because I don't have the product and don't foresee getting it. He finally agreed to cancel the order after I pressed hard repeatedly and he placed me on hold a few times.

When he agreed to cancel, he told me I had to pay for shipping and the white glove service I ordered. ??? I'm paying for white glove even though it was not delivered and I'm paying for their shipping mistake to the wrong state??? I had to argue that what he was doing and saying is illegal -- to charge your customer for something they never got.

Back and forth he put me hold and eventually cancelled the order refunding me my full amount. If I had a dollar for each time they told me they resolved it and it would be OK in 48 hours... Run from NordicTrack. Go to Nautillas or any other competitor.

Which I did and got a better deal for a similar piece of equipment. NordicTrack does not understand that "customer service" means you actually have to deliver "service" and lip service doesn't count. I wonder what their CEO would think if he knew how they jerked his customer around for three weeks only to never deliver the product. Look around: I saw another review from someone who never got her product.

It wasn't just me. And her review had the same problem with them trying to charge her for shipping costs too.

Shameful and unethical business practices. Charging for something you never delivered and trying to charge for your mistake is theft!

View full review
Cons:
  • No help
  • Customer service

User's recommendation: buy from a competitor... I went to Nauttilus and got a decent machine for less money and 0% financing for 18 months

1 comment
NordicTrack Customer Experience

Kevin We understand that the unexpected shipping delay was frustrating for you; however, we regret that you canceled your order before it was rerouted and received. Please feel free to contact us with the Case ID number you previously received at ce@NordicTrack.com if we can be of further assistance.

Thanks! - NordicTrack

Lori E Vdw
map-marker Haverstraw, New York

Quality

This is what I wrote with no response.

To whom it may concern:

Im appalled that Norditrak wont Stand by customer satisfaction. My three month old treadmill had no issues during the 30 day trial.

Its now falling apart, parts coming loose, speaker not working and the tread is skipping. I literally injured myself as its not safe. All of this is going on deaf ears. All I keep hearing is that robotic response of 30 day warranty policy.

Im asking for a sympathetic ear that will understand my concerns and honor a return.

Its obviously not good quality and Im not interested in parts to attempt to resolve the issue.

Id like to speak to someone at headquarters who is in a position to override this and extend a return. I have an unsafe unusable machine.

Sincerely,

Lori Ellerman

201-960-****.

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Preferred solution: Full refund

User's recommendation: I’d be weary to purchase from them

1 comment
NordicTrack Customer Experience

Lori E Vdw We’re sorry you have not received a response from us about this issue yet. Our member care service representatives are working hard to respond to every request in the order they are received and we will be there for your case as soon as possible.

Any injuries reported will be immediately referred to our legal department for further investigation. Please be aware that this process may take longer than expected. Contact information is not publicly displayed on this platform.

Please contact us at support@iFIT.com or by calling 833-680-4348. Thanks - NordicTrack powered by iFIT

Tiffany F Czx

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Verified Reviewer
| map-marker Brighton, Michigan

Treadmill defective and Run around from customer service

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NordicTrack - Treadmill defective and Run around from customer service

Bought this treadmill 2/2021 and started having issues about 2 months in. Mind you I only walk on the treadmill and am 135 pounds.

It started sounding funny and it had an update that wouldnt go through. Okay so I completed all the steps provided finally after several emails back and forth got it diagnosed and worked out. A month or two later incline would catch so I recalibrated and emailed customer service again after that didnt work.

Needless to say the treadmill finally stopped working all together after my husband ran on it one time (hes 200 pounds) so weight should not be a problem because we got the mid grade one with better shocks. Its been less than a year and months of emails (cant reach anyone on the phone).

I have a useless treadmill and NordicTrack customer service is not helping to resolve the problem. I am a patient person and have given plenty of opportunity to resolve or at least mail some parts. We are now getting the run around about getting any parts. We have sent videos of the motor and circuit board.

Now today they send another email to complete steps we have already done.

Of course we can pay to have a tech come out but I can only imagine how difficult that would be to get someone to come out and on our dime.

We should have went with Sole. They have a better warranty.

View full review
Loss:
$1600
Pros:
  • Nice while it worked
Cons:
  • Customer service difficult to deal with
  • Icon poor customer service

Preferred solution: Full refund

User's recommendation: Buy a brand with a better warranty

3 comments
NordicTrack Customer Experience

Tiffany F We are sorry that your treadmill has stopped working; however, we are here to help. Please check your user manual for the warranty information on your specific model.

Not knowing which model you have makes it difficult to say if your parts and labor should be covered or not. Get in touch with us at ce@NordicTrack.com with your expedited Case ID #1-R102401 for the best experience.

Thanks! - NordicTrack

Guest
reply icon Replying to comment of NordicTrack Customer Experience

I sent an email per your instruction on 1/28/22 and as of 2/8/22 have not received a reply. It’s the EXP 10i treadmill Machine’s model number: NTL15421.0 purchased on 2/13/21

Tiffany F Czx
reply icon Replying to comment of NordicTrack Customer Experience

I sent an email per your instruction on 1/28/22 and as of 2/8/22 have not received a reply. It’s the EXP 10i treadmill Machine’s model number: NTL15421.0 purchased on 2/13/21

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MB ELIP

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Verified Reviewer

No Elliptical Received, Being Charged for a warranty perriod without product and horrid Customer Service - can't get resolution with company.

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This is the second product ordered from NordicTrack in the last 14 months, and this is my 4th NordicTrack piece of equipment over the last 12 years. Dealing with delivery problems has been a recurring theme for the last two pieces of equipment.

In January 2021, it took me two months to get a shipping/delivery issue resolved - for a treadmill, but back then I was eventually able to get some real help and a representative that cared. But, my oh my how the customer service has changed in less than a year from actually trying to build a relationship with a customer instead of to a go *** yourself attitude don't call us. So here is how it goes - purchased a 14.9 Elliptical in Jan 2022 - expected delivery was to be Jan 31. 2022 - I was floored and even more excited when came the call from the delivery company to set up and schedule actual delivery for February 2.

But on the day I was to receive the elliptical, I get a call from the shipping company informing me there is no elliptical in the warehouse and there hasn't been one since October of 2021. They also informed me they tried to reach out to Nordictrack and were not getting a response, so after three days, I called and after waiting over 50 minutes got a representative who actually laughed at me for expecting to get the product so soon, "You got to be kidding me you ordered in Jan 22 and you think you were gonna get it on the 31st," he said. Then I was informed that it would be another two weeks. So two weeks pass, three weeks pass, NO ELLIPTICAL!!

Gonna be a month in a few days!! So I call customer support again (another 55 minute hold time) and get a rather unfriendly and rude representative who said it was sitting with the delivery company and they needed to schedule delivery - so I was like how do we get this delivered - and she says "I can send a request to the delivery company" and she then tries to terminate the call - and says, "Is there anything else we can do for you." and I was like - when will I know whats going on - and she repeats again, "We can reach out to the delivery company, is there anything else I can help you with." so realizing she was done on that front I attempted to address another issue with the warranty. You see NordicTrack thinks I actually have the elliptical but I do not and I received notification from their warranty provider that my warranty began on Jan 31. 2022 even though I do not have the equipment.

When I addressed the Warranty provider they tried to tell me the Warranty began on the purchase date - which I'm like no - that's kinda illegal - you know FRAUD. You can't warranty something I do not have in my possession and charge me for said warranty. So they tell me call NordicTrack - and then NordikTrack tells me to deal with them, So now I am still out an Elliptical - and have a warranty running that I paid for without the product in hand. So NordicTrack is leaving me with having to contact my state's Department of Consumer Protection Branch (https://dos.ny.gov/consumer-services) and file a complaint (https://dos.ny.gov/file-consumer-complaint) against NordicTrack -- (ANYONE READING THIS REVIEW SHOULD DO THE SAME WITHIN THEIR STATE) then I will notify my credit card company and file a dispute for non received merchandise.

And of course, will continue to place unsuccessful dealings with NordicTrack's, lame customer service group to find out what's going on with my warranty and the product. It's really a shame to have really great products yet horrid customer support.

View full review
Pros:
  • Reliable company
  • Reliable equipment
  • Warranty service
Cons:
  • Warranty department not coordinated with sales department info
  • Customer service ability to resolve issues
  • Customer service response time

Preferred solution: Deliver product or service ordered

User's recommendation: BEWARE - MAJOR DELIVERY ISSUES - UNFRIENDLY CUSTOMER SERVICE - TIMELY TO DEAL WITH

Jeff k Zgp

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Still haven’t spoken with an actual person

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NordicTrack - Still haven’t spoken with an actual person
NordicTrack - Still haven’t spoken with an actual person - Image 2

Ordered a commercial 2950 treadmill. After several shipping delays it showed up at my home very damaged.

I refused to accept it and I was told someone would contact me. I waited a few days and heard nothing so I started calling, to which I didnt get through to anyone. I waited HOURS on hold. I emailed every address I could find as well.

I even messaged the FB page to which someone replied that they dont make that model anymore and I would receive a refund. I dont want my money back, I want my purchase to be used toward a comparable model.

View full review
Loss:
$2600
Cons:
  • Never received product
  • Wont talk to me

Preferred solution: Deliver product or service ordered

User's recommendation: Don’t bother

1 comment
NordicTrack Customer Experience

Jeff We apologize for your less-than-ideal experience and would like to help get this straightened out for you. Let's get you in touch with our Customer Experience Team so they can give you the help you need.

We ask for your patience during our busy season and assure you that we answer emails and calls as quickly as possible in the order they are received. Please email us at ce@NordicTrack.com with Case ID #1-R102576 in the email's subject line. Please include your order number, model number, and any other information about your purchase in the email so we can find your account details as quickly as possible.

Thanks! - NordicTrack

Anonymous
map-marker Conway, South Carolina

Have not received treadmill I ordered on May 27, 2022. Norris Freight or Nordic Track Did Not contact me.

I kept getting text messages from Norris Freight Service, Loris, SC that my Nordic Track 2450 had been received and they would deliver on June 8. Did not Deliver!

Another text said they would deliver on June 16. Did not Deliver!

Finally, on June 17, I called Nordic Track. They said Norris Freight Service had called their Customer Service saying the product was damaged. Norris Freight in Loris, SC and Nordic Track never contacted me to tell me this situation!

Today, June 17, when I called Nordic Track I was ready to dispute the charge on my card for $3,216.24 when I found out I had to reorder the machine along with the fitness package because the package was damaged.

Priscilla in the Customer Service Department said the machine could not be expedited that I had to wait the usual two to three weeks for its' delivery. This was a disappointment! I've already waited for the delivery!

Someone should have been responsible for contacting me about the situation. I have to first blame Norris Freight Service, who I am sure is contracted by you to receive their freight, and then blame Nordic Track.

This does not leave a "warm and fuzzy" feeling about Nordic Track with me.

The customer comes first and should have been notified and the fact I had to write this letter, does not sit well with me. A responsible employee needs to train the staff to notify a customer immediately if there is a product is damaged and cannot be delivered.

Since you are trying to improve your service, as your phone message says, you need to re-examine steps to make happy customers.

It would be nice to receive a phone call or even a text message from you regarding this letter, but I highly doubt I will hear from you or Norris Freight. If I had not called today, I wouldn't know the reason for non-delivery and I would have disputed the charge on my card going to another customer for a treadmill.

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User's recommendation: make sure you keep calling NordicTrack to verify you are going to receive the product.

Jeff k Zgp

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No one will speak to me

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NordicTrack - No one will speak to me

I spent 2600$ on a commercial unit on 1/5. After several shipping delays, they finally delivered a unit over a month later.

It showed up very damaged and I refused to accept it. I was told someone would reach out for delivery of a new unit, but no one has. Ive reached out on several different numbers only to be transferred and left on hold for over an hour.

Ive been referred to the live chat and to email addresses and NOTHING. I just need my unit and Ill never purchase a THING from nordictrack again.

View full review
Loss:
$2600
Pros:
  • Long waits on phone
Cons:
  • Defective equipment

Preferred solution: Deliver product or service ordered

User's recommendation: ZERO customer support

1 comment
NordicTrack Customer Experience

Jeff We apologize for your less-than-ideal experience and would like to help get this straightened out for you. Let's get you in touch with our Customer Experience Team so they can give you the help you need.

We ask for your patience during our busy season and assure you that we answer emails and calls as quickly as possible in the order they are received. Please email us at ce@NordicTrack.com with Case ID #1-R102576 in the email's subject line. Please include your order number, model number, and any other information about your purchase in the email so we can find your account details as quickly as possible.

Thanks! - NordicTrack

Powell L

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Verified Reviewer
| map-marker Gypsum, Colorado

No customer service

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I have been in the hospitality industry for 25 years and have seen the best and worst with regard to service levels. I can honestly say that the Nordic Track machine seemed to be good but my monitor went black, thus we could no longer use the iFit workout programs on a now broken machine.

I have now called several times and also emailed multiple times. Twice I waited on hold for over 2 hours before giving up; once I got someone after a long wait, then got transferred and no completion of the complaint/issue; and also got 2 auto reply emails with a complaint # and saying someone will get back to me, but nothing at all! And most recently I finally got someone who instructed me to provide by email some photos and other information regarding my machine. I responded that same evening and have tried to follow up multiple times to their same request, but to no avail.

It's to a specific employee's "iFIT" email and i can't even get them to respond now??? I have all of the proof of correspondence and it's suggested that I keep that and no longer make the payments. It's completely unfair and unreasonable that a company expects you to keep your end of the agreement by making the continued payments of a very expensive machine ($3000+) that you can no longer use, but will NOT keep their end of the agreement by following through on a simple 1 year warranty that provides that your machine will actually work! Again, 25 years in the hospitality industry and I've never seen a company's customer service be this terrible.

DO NOT BUY NORDIC TRACK OR USE iFIT. It's proven to be a big mistake,

View full review
Loss:
$3000

Preferred solution: My product fixed under the 1 year warranty.

User's recommendation: Don't Buy

2 comments
Guest

It's been over 2 months since first contact. The email I got from kayla.putnam@***.com was well over a week ago and I responded back to her the very next morning, of which she indicated she'd be working that day and through Wednesday, yet I still have no response back in terms of next steps, even after multiple tries.

I cannot keep this kind of effort up and still be running a business. I need to hear from someone now. The process of simply getting a new monitor cannot be this hard.

Thank you. Powell Laster (pklaster@***.com)

NordicTrack Customer Experience

Powell L. We apologize about the delay in your service request.

Our service department has been experiencing a higher than usual volume causing these delays to be much longer than expected. Be assured that your warranty will not run out because of this delay. At the time of your first contact with us, your warranty time comes to a pause while these services requested are assessed and provided. We will give you the services needed.

Thank you for your patience with the processes.

If you would like further contact with our Customer Experience team, email us at ce@NordicTrack.com with the case number, 1-R102688. Thanks - NordicTrack

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Monica E Day

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Verified Reviewer
| map-marker Union City, California

Equipment not delivered

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NordicTrack - Equipment not delivered

I had gone on line and ordered the S22i cycle. I had scheduled the delivery for today, and even received a confirmation email.

I had kept looking at the status of the delivery today via Nordictrack and it showed that it had arrived at the carrier (Ryder). When going to the Ryder wedsite to check the status, it showed that is was DELIVERED!!! I have not received my cycle.

I live in a gated community, where every person who does not have the proper pass cannot enter. We have a guard who checks everyone it at the gate.

I contacted the gate to see if anyone has come through for my address, he confirmed that no one has. He even looked at the security cameras, and nope no one!!

I have tried to contact both Nordictrack and Ryder, but both are closed today and no way to get ahold of anyone.

I would like to have my cycle and have been looking forward to having it.

Now I am seriously questioning the purchase. I would like someone from Nordictrack to contact me to get this taken care of as soon as possible.

View full review
Cons:
  • Delivery is very poor

Preferred solution: Deliver product or service ordered

User's recommendation: Find an alternate delivery company or buy from Amazon

1 comment
NordicTrack Customer Experience

Monica E We are sorry there seems to be a miscommunication regarding your delivery, and we would like to help sort this out and get your machine to you. Please get in touch with us at ce@NordicTrack.com with Case ID# 1-R102400 in the email’s subject line.

Also, please include your order number and phone number.

Thanks! - NordicTrack

Kimberly B Nqj

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Verified Reviewer
| map-marker Chevy Chase, Maryland

My treadmill got delivered today and it does not work and I can not get Anyone on the phone!!!!

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NordicTrack - My treadmill got delivered today and it does not work and I can not get Anyone on...
My tread mill just got delivered and It is like running on a trampoline I can not get anyone on the phone or any response to help me. I am training for a race and this treadmill is already 2 weeks late. I want to send it back I am ordering a Peloton
View full review
Loss:
$4333
Cons:
  • No technicians to troubleshoot over phone
  • I can not get a hold of service
  • Being ignored by managers

Preferred solution: Full refund

User's recommendation: do not buy this

1 comment
NordicTrack Customer Experience

Kimberly Baer We are sorry your treadmill is not working to your expectations. Your information has been escalated to a supervisor who will be awaiting your email.

Please email us with your escalated Case ID# 1-R102536, to ce@NordicTrack.com for the best results.

Thanks! - NordicTrack

Anonymous
map-marker Rocklin, California

S22i Cycle GREAT ... Cust Svc STINKS

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There was a click when using the cycle. Tried getting warranty service, good luck. my.ifit.com puts you into a loop and cannot go anywhere Phone = I have been on hold for 40 minutes no go
View full review

User's recommendation: Hope you do NOT need customer service

joe s Noy

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Verified Reviewer
| map-marker Durango, Colorado

I own a commercial 1750

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Worst customer service ever. Maybe they have a good product, but I wouldn't know because their customer service department is so slow at responding that my treadmill is usually broken all winter which the only reason I have a treadmill is for winter running.
View full review
Pros:
  • Worked great the few times it worked
Cons:
  • Poor customer service
  • Poor packaging
  • Warranty only good for parts in some or most areas

Preferred solution: upgrade? maybe mine is just a lemon but either way I need something for the winter and can't wait 6 weeks for new parts. I would even pay the difference for a better one

User's recommendation: find a company with better customer service

1 comment
NordicTrack Customer Experience

Joe s Noy We are sorry the customer service received has not met your expectations and that your equipment has not worked properly for you during the winter months. While an upgrade may be ideal, an exchange system is not in place at this time and returns are only available within 30 days of your purchase.

For service assistance, we can expedite your care at ce@NordicTrack.com where you may reference your individual case number (1-R102823) in your subject line for attention.

Include your order number for us to quickly find your account and respond in more detail. Thanks - NordicTrack

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