NordicTrack Customer Service Complaints - page 2

We purchased a NordicTrack FS10i less than a year ago. The fan started messing up by first turning off during a workout and then it changed to not turning off at all unless you turn the entire machine off. We chatted with customer service and were informed they would send a new part but would not supply a technician to do the work, we would have to do it ourselves. The fan was supposed to come with instructions, we received it and there were not any instructions. contacted customer service again, after 30 minutes received wrong instructions as they were instructions to remove the back panel which we had already done and it does not allow access to the fan. Now we have to call a number and wait again to get walked through the process. While on customer service the service is awful, even though you confirm all account information, and they can look up the serial number you MUST Provide it every time, or they won't give you ANY help at all. Worst company ever, I have never seen customer service so bad! Product is ok aside from parts breaking so quickly but the overpriced machines aren't worth the hassle of customer service! DON'T BUY!

They are the absolute worst of the worst! Stay as far away as possible from this brand as you CAN NEVER reach someone. They are utterly inept, incompetent, and morons! I can't say enough about how much they suck. Don't believe me? Try calling them. Think I'm wrong? Try looking for an answer or contact number on their website. Think I'm exaggerating? Try texting them after they text you. Think I am crazy? Try emailing them. CRICKETS!!

Have tried 10 times in past month !!!! No response!!! Have a Treadmill that needs repair!! useless

Hello, I ordered an Eliptical. The machine was ok. The console doesn't work any longer. I tried your app. I got no response. Spent three days on hold off and on because after three hours on hold and no answer I had to hang up and try again. I was charged over $200 for a technician to come out and see what was wrong and he was supposed to service the machine. He spent 10 minutes and told me that the console wasn't working ( I already knew that). Then advised he couldn't service the machine and I would have to call back and get a refund (LOL. I tried and got messaged now that you are having technical problems and cant answer the phone. He ordered the part and advised it would be another 150.00 for him to come back and told me I can install it myself as it was easy. That was several weeks ago and I have sent 2 inquiries to your support and not recieved a reply on the status of my part. I am so sorry that I bought this Expensive Clothes hanger because that is all it is good for. I hope someone will contact me, but I really dont have any faith that you care about your customers or the quality of your product

I had filled out a request 3 times. Been on hold for hours and no answer. My treadmill is currently broken so I have a $2000 equipment under warranty but can't get a hold of anyone to have this fixed. Will not buy anything from Nordictrack any more. I want my money back!!!!

I purchased a NordicTrack Commercial X22i treadmill back in Dec 2021. I went with NordicTrack because they had live classes and a live leaderboard, which was my motivation for running. Now those features are gone (due to Peloton lawsuit) which is bull $h!T. Not to mention, you can't even reach anyone at IFIT or NordicTrack for support your product. I called them twice, buth times I was on hold for over 2 hours, finally had to give up. Same with their iFit AgentBot, it says were transferring you to an agent, but no one ever responds on the chat. This company is a joke! I will be signing up for the class action lawsuite against them. For those that looking to do the same, see here: https://www.pollockcohen.com/media/news-releases/2022-07-13-class-action-lawsuit-filed-against-nordictrack-for-cancelling-live-ifit-fitness-classes

Our experience at Nordictrack

(Our order number is NT1131136). On November 30th, 2022 we ordered Commercial 14.9 and Commercial 1750, after which they made a schedule for a certain date between 12-4pm. On this day, we specifically canceled all business and were waiting for our order. A day passed and we waited for 4 hours, no one delivered us anything and did not inform us. Then they made a schedule for us again the next day, they promised to bring us. As a result, we waited another 4 hours, no one called, delivered or reported. We began to call constantly and in response we heard only excuses and the fact that our items would be delivered to us in the near future. So there were 5-6 times when we were assigned delivery, we waited for 4 hours and nothing was called and nothing was delivered. At one point, an Eleptical Machine was delevered to us, a team of 3 people arrived, they did not know how to assemble this eleptical machine, they spent 3 hours assembling, reassembled 4 times, as a result, the eletptical machine was damaged and not properly assembled and the touchsreen was damaged. Our problem was blown up and they said that they would send a replacement and to this day they promise to bring us this product and nothing happens. As for Treadmill, it was brought to us a week ago, 2 people arrived when it was already dark, putting us in front of the fact that they can only at one time. Since we have a house and there is a gym on the second floor, they raised spare parts in stages. During the lifting of the parts, one of the guys broke our railing! After the showdown, they just took and left without collecting treadmill. They just threw a completely open treadmill, scattered spare parts around the house and completely soiled the goods. We started calling/dena an emails to the company again. Dirty items and completely open, as well as a lack of spare parts, apparently not proof for Norictrack to replace the items! As a result, we have been waiting for more than a month and no one has delivered anything to us! We waited more than 24 hours in total (5-6days) and spent a lot of time! The delivery company damaged our railings and Ifit offered us to sort it out on our own! Every week we hear a promise that everything will be delivered to us, but nothing happens and after a huge letter to the company, they just stopped responding to us! To be honest, this is the first time when we experience so many problems and inconveniences ordering goods. For example, the same Amazon never has problems with the delivery of goods and delivers everything competently and on time.
A terrible Customer Service who mocks us and doesn't want to accept anything! This is our experience in this company!
Date of experience: November 28, 2022

Delivery of my NordicTrack treadmill was the worst delivery experience of my life. The truck driver literally dropped it off the back of the truck sending it crashing to the ground, instead of using the hydraulic tailgate. The driver forged my signature to make it look like I accepted delivery of the product as promised. Customer service promised I would get a new machine but more than four weeks went by and then, when I called to find out about the replacement, they claimed the machine could not be returned or replaced because more than 30 days had gone by. Worst delivery and customer service experience ever. DO NOT BUY NORDIC TRACK and/or their rebranded name IFIT.

Their customer service is terrible. No one answers the phone, emails, or live chats. I purchased a new recumbent bike from their website and it arrived with several broken pieces. Two months later, I am still waiting for parts to come. They sent the wrong ones and I can't get anyone to talk to me.

Spent $4500 on a X32i. 18 months later the speed suddenly stops. I have made multiple attempts to contact nordic track for a fix but they never reply to emails other than sending an email saying ticket has been created. Calling them is a waste of time on hold over an hour no answer. Don't waste your money on this crap

My NordicTrack treadmill only 21/2 yrs old just stopped working in December 2022. I have tried calling customer service at least a dozen times and and finally got through to a technician who went through a few things including a factory reset and nothing helped. She said I would need a new console at my expense $750.00. Are you kidding me!!! Plus there are none in stock!!! I started googling complaints about NordicTrack and there are hundreds of customers in the same situation. Yesterday a found a post about a law firm that is investigating iFit for sending an update which fried my console!!! The update was done in December 2022. The name of the law firm is Sauder/Schelkope. Google the law firm there is a form to fill out if this happened to you!!! I did!!

horrible service! ..actually, NO custemer service. My product arrived super rusted. I was on hours with agent on chat, they keep transferring me to other agent without any help..but then no one ever arrives...

STAY AWAY!!!

NordicTrack has the absolute worst customer experience I've ever encountered in 70 years. They NEVER answer their phone (on hold for hours), they NEVER respond to their online chat (waiting for over an hour) and NEVER respond to an open service ticket (created 2 of them 6 days ago and they haven't responded)

I cannot get in touch with customer service to schedule a service technician for my treadmill. I have currently been on hold for 3 1/2 hours. This is my 3rd time trying to call them. The online chat does not work either. My warranty is useless if I cannot talk to customer service.

Purchased a new Rower and it will not record the strokes. Several attempts through email, chat and phone over two and a half hours on hold. Cannot reach anyone except the sales rep that called me to upsell me on the Ifit app. This feels like a bad joke.

ABSOLUTELY AWFUL. my treadmill arrived defective (software problem I guess, it won't turn on) and I have been trying LITERALLY every day for 2wks to get a hold of someone via phone, chat, and multiple support tickets. Now I'm returning the machine and just waiting for someone to call me to get it. one big ass paperweight in my basement it seems.

Stay away from this company. You will have issues- whether it's a missing part, questions, getting it delivered. There is no email support, only an "expert robo" chat that's supposed to be love and it doesn't even work. My husband and I have been calling endlessly and waiting on hold to literally never get a call back or have the phone call answered. We spent almost 3 grand on a machine and it was missing one little electrical piece that connected the monitor to the machine and it's been two months since we were supposed to hear from the Nordic trac team. We also paid extra to have a team put it together and they couldn't run fast enough when they found the missing piece wasn't there. At this point it's thievery and I will be reporting them to the Better Business Bureau and through the Federal Trade Commission.

I have had a tread mill for over 10 years and have been completely satisfied

When I looked to purchase a recumbent bike I choose to purchase Nordic track because of the success I had with my tread mill

BIG mistake - paid for set up - it didn't work - after many delays service tech came to my home to fix it - he was disgruntled - to far for him to travel - needed to order parts to fix it - he suggested I send it back choose another manufacturer because this bike seems
To always be a problem

I opted to send the bike back and get a new one -of Tom Nordic track -it took many many many months to get the old bike picked up - they accused me of not answering their transportation company calls
For pick up - but they never called me - I called them to get them to get them to pick it up - they schedule 2 attempts - ( I took off work) transportation company was a no show - finally transport told me put it in my driveway in the sleet and snow and they would eventually get it

One year later - the second bike - software not working on the bike - called support - on hold 2 times over 2 hours for a 30 second discussion - referred to software tech and on hold for over an hour to no avail

Nordic track my time is as precious as yours ... your customer service reps are incompetent- not even checking to see if I have another hour - heading into hour 4today

And no success in moving forward to repair the software

Thousands of dollars in equipment and no support UNACCEPTABLE.

I can no longer recommend this company. Poor customer service

I have tried for two weeks to order a part for my Nordic Track Elliptical. I have been to several sites I have searched everywhere and I have called left messages ext. absolutely the worst support I have ever experienced. I would never purchase or advise others to purchase your product.

We've had our Nordictrack treadmill for 3 years, no problems. This week the screen is now freezing and it's not useable. We were very willing to pay for repairs, but called Nordictrack, they did multiple steps of troubleshooting, kept sending me to the "next level" who would ask me the same questions and same troubleshooting...on the phone with them for over 3 hours when the phone disconnected. This is obnoxious.

Let me start by saying I LOVE my treadmill (1750). However, Nordictrack's white glove service and customer service leave ALOT to be desired. We paid the extra $300 for white glove service to have our treadmill assembled by Nordictrack. They assemblers completely missed several parts, and the screws that hold the side rails together. This started my headache of dealing with their customer service team. I called several times to request someone come back out and fix the missing parts/screws. Three months later I finally had an appointment. However, when the gentleman arrived, he started inspecting a Weider weight machine which was purchased from Kohls. Apparently the customer service team said the service needed was for a weight machine. Because of this, the man did not know what needed to be fixed on the treadmill and therefore did not have the parts needed for the repair. He then proceeded to ask me if he would still get paid for coming to my house. I then had to wait for the needed parts to be ordered, and then call and schedule another appointment for him to come out, which took another month. Finally those issues were fixed. However, now the incline buttons on the side of the screen do not work and the belt is slipping. I've been trying to schedule another service appointment for the past month with no resolution. First I am told I need to register my machine, which was already done. I email a copy of the registration confirmation page to the customer service team and received a reply that I still needed to verify the same information that was included in my registration. Keep in mind that it takes at least a week to get any response to emails. As of yet, I still have not been allowed to schedule an appointment to repair my machine - which we have only had for 7 months! As I said, I love my treadmill, but would highly recommend shopping around due to the horrible customer service.

Wouldn't purchase anything given simple request to unsubscribe cannot be adhered to and no 'unsubscribe' option on any materials that I can access from Nordic Track - have also serached Terms and Conditions - ridiculous approach by major company.

Asked to be 'unsubscribed' from persistent and unwanted Nordic Track ads after a simple enquiry- promises/ but nothing done

Worse experience ever! No accountability! It takes them 3 days to deduct money from your credit card and you wait 2 months for delivery, they deliver the wrong model, and when you have a Reshipment the product is damaged and recommended not to be used by the assembly team. Oh, and they want to charge you for freight cost to return and make it harder to return because the people picking the crap up will not disassemble, so you have to set it outside for them to pick it up. Peloton my br more expensive but you won't have to deal with this hot freaking mess.

I've had problems with my rower machine over the past year and had lots of down time waiting on parts that I had to install myself. Now just slightly after a year and moderate use the wheel isn't going smooth and getting friction.
I called the customer service and after so many problems I wanted it switched out. I've owned Nordic Track since the ski machine so 25 years....
Now they want me to pay 150 for tech to work on it and a trip fee. Almost 33 percent of my original cost.
I'm absolutely disappointed and as a military family we won't recommend Nordic Track again. It wasn't our first choice in rowers but we went with their past reputation and didn't except junk or constant problems!!!
Customer service was awful and I asked for manager but she was busy and didn't offer to return my call.
Zero customer service that can't be empowered to solve common sense problems!!!