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1.0

I purchased a NordicTrack treadmill off of their website and the shipping company, Rider Last Mile, confirmed a delivery date and time of 1/20/2022 between 8am and 10am. At 11am I called the shipping company to say I had not received it and their website was showing that the order could not be located, but the call goes to voice mail after a couple of minutes, so I left a message.

By 3pm I became more worried because the shipper had not called back. I called again and left another message.

At 4pm I still had not heard anything and their website still showed the order could not be located. So I called NorticTrack and after an hour waiting for customer service to answer the phone I tried the online chat. After 40 minutes of hold on chat and my call still waiting, someone answered the chat.

He told me the order was delayed and the shipper said they could not get ahold of me, which was a lie because I waited the entire day for a phone call. I told him that if it was delayed someone should have told me before I took the day off and someone should have updated the NorticTrack website, which even at 6pm was saying the order would be delivered by 10am that morning (8 hours earlier). I asked if they would just refund me and I would order from Amazon, explaining that I just lost a grand for the day off work waiting for them. He said yea but we are going to charge you for shipping as per the return policy.

I explained that I never received the item, so it is not a return and likely never shipped. But then he said that is the policy.

So here I sit waiting for something that likely never shipped and no return calls from shipper or supplier. This company is just crap now.

User's recommendation: Go to Amazon.

Monetary Loss: $3200.

Preferred solution: Full refund.

NordicTrack Cons: Customer service does not exist.

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Guest

Facts are not subjective???? I ordered it, you gave me a delivery date, you did not show up That is not subjective

NordicTrack Customer Experience

Bobby K We apologize that you have not received your treadmill. We do our best to ship our products as quickly as possible and expect the shipping companies to fulfill their responsibilities.

If an order is canceled, we do attempt to stop the shipment. However, the fee applies if the product has been processed and shipped. Unfortunately, If your product has shipped, even if you have not received your machine, it's the customer's responsibility to pay the freight fee on returns. If we can be of further assistance, don't hesitate to get in touch with us at ce@NordicTrack.com with Case ID #1-R102367 in the emails subject line.

Thanks! - NordicTrack Reference: What is NordicTrack's return policy? If you are not satisfied with the purchase of your new equipment, you can request a return within 30 days of your delivery date. Due to the size and weight of our products, NordicTrack doesn't offer a refund for any shipping or delivery charges you may have paid to receive your product.

Returns will include a return shipping charge of $250. Returning your product may incur additional charges for ordinary wear and tear or damage caused by improper use, incorrect assembly, or accidents.

If your equipment is missing parts when the return is received, you may be charged a restocking fee. NordicTrack reserves the right to assess the condition of the returned product and either grant or deny a refund.

Anthony S Qgl
reply icon Replying to comment of NordicTrack Customer Experience

You and your company seem like Legit pieces of . I'm glad I saw this before I finalized my purchase.

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