NordicTrack Customer Service Complaints - page 3

Norditrack is the worst company I have ever dealt with. The treadmill has never worked, it always takes an hour to talk to customer service, and when you get through, they are unprofessional, rude, unhelpful. I just spoke with manager named Summer, a total aggressive, condescending and useless human. Don't ever buy this crap; stick to Sole and Peloton where they treat people like humans and take their business model seriously.

So disappointed with these folks, placed an order for treadmill in Aug 22 and waited till Sep 2oth to get an update they can't figure out what happened with the financing and no one cared to reach out to customer and inform them. I waited for almost a month for this product to realize I'm barely placing an order??? what a bunch of fools. When I asked to cancel the order, the response is, "oh ok no problem" what kind of training did you get? you have a customer mad and you don't have any customer retention policy and total un-accountability. Idiots!!!

I have not been so disappointed in a purchase of a product than I am with this purchase, sadly. On July 26, 2022, I ordered an EXP 7i, NTL10421, that included delivery that consisted of assembly to the room of our choice upon delivery. On 8/4/2022 the wrong treadmill was delivered (NTL14122). On 8/i6/2022, I called but the office was closed. On 8/9/2022, I called and spoke with a representative at Ryder(?) she said that someone was sweeping the dock to find the product. No response. On 8/12/2022, called again and spoke with Amber and was told someone would get back to me in 24 hours. No response. On 8/16/2022-Called again and spoke with Bailee. Bailee checked the status. Unfortunately, there was no reason given for the wrong product being delivered, but Bailee did process a re-shipment of the EXP 7i treadmill.Bailee said that the IFit trial would be extended for 2 months once the new treadmill ws delivered. The confirmation number for the new order is 2289461. Bailee has responded to my email concerning the new treadmill and informed me that the estimated delivery date would be between 9/2 and 9/5 and would be delivered by FED EX. I forwarded an email to Bailee asking if FED EX was going to assemble in the room of our choice since that service was paid for. Bailee responded on Wednesday, August 31st, but I didn't receive until Saturday, September 3rd. Unfortunately, Saturday, September 3rd was when the treadmill was delivered and we didn't except it because there was no indication that it would be assembled. The previous order reflected the type of treadmill that was ordered initially and the delivery service that was purchased. This experience has been more than frustrating. This company has been around for a long time and I thought ordering a treadmill directly from the company would be easier then it has been, total disaster. The money for the treadmill was immediately deducted from our account prior to receiving the product, as a matter of fact in a few days of finalizing the order. I am requesting that a full refund be made to me immediately. It is important that NordicTrack hire employees that pay attention to detail. The fact that the wrong product was placed on the truck for delivery and no one checked before it left the warehouse is inexcusable and to not check all the details of the re-order to include delivery instructions is also inexcusable. When I was told that FED Ex was delivering the product, I should have been told how the delivery instructions would be handled. The NordicTrack products may be great, but the customer service is horrible and that is really unfortunate. I want a full refund immediately, I have no desire to go through this again. This includes the cost of the treadmill, 3 year warranty, White Glove In-Home Delivery & Assembly and taxes.

This is not a serous company. They sent me a broken treadmill and after about 2 months finally were able to get the parts out and someone to replace them. They sent the wrong parts so it is still unusable. I asked for a new treadmill, which I feel is reasonable as it costs about $1800. They will not, I am not sure, but I feel they may be trying to wait out their 90 day return policy. They are not east to reach either, if you have a problem with them just file a complaint with the BBB or it will go unanswered. They technician was the only competent part of dealing with this company and he isn't even part of the company.

ive been on hold for hours wanting to talk to someone about parts for my commercial xm elliptical

Trash!! Do not buy, the worst customer service I have ever experienced

Ughhhhh- wish I had ordered another brand.
Ughhhhh. Wish I had read reviews before ordering. I have not received my treadmill yet but I have to agree on the customer service. TERRIBLE. Interactive chats disconnected constantly. Agents disconnect on purpose. Their tracking mechanism showed my treadmill arriving in Florida after originally coming from California. Then leaving for Mississippi. None of it makes
Sense so I decided to try to call. That was a mistake. When you finally reach someone they are rude and not helpful. I ordered the top of the line equipment. I should have ordered the free motion machine I was looking at. I can't even imagine going through a technical problem with this kind of service.

I ordered a treadmill in April. It was shipped and delivered to NSD on April 27 where it sat until May 17, when they first attempted delivery, despite call after call where I was assured I'd get a call in 24-48 hours. No call... every single time. When they opened the truck the treadmill box was ripped to shreds and virtually every piece of the treadmill, including the large screen had been smashed. I contacted customer service. They told me they would charge me more than $200 to cancel the order, so reluctantly they convinced me to allow them to try again. That it should be shipped in 10-14 days. Well here I am, on June 11, still waiting, only now I can't seem to reach anyone at Nordic Track either! So frustrating! I plan to contact BBB as well... I paid for a $2000 treadmill in April that I have yet to see!

I have three products of NORDITRACK - was given them as a birthday present. One by one they start having problems, The elliptical rider software update wont go through. The treadmill doe snot work at all as the screen has stopped working, and the Fusion CST has become very stiff on the bottom right pulley so impossible to do even exercise. All this miraculously happened 1 month after the 2 year warranty expires. Been onto them for 2 months trying to get them to send an engineer. Must have called 20 times. They are good products but when they go wrong be prepared to wait 6 months for a repair. Am not writing to consumer watchdog companies to get them to take action

I want to give the worst possible rating to Nordic track. I ordered a rowing machine that was delivered to my house today. I paid for in-home delivery and set up. $199. It was not set up. I tried for an hour and a half to reach someone at NordicTrack on two different phone lines making multiple phone calls to resolve the situation. It has not been resolved. I'm in front of it.

Nordic track is seriously the worst. Ordered an elliptical 7 weeks ago. Followed the tracking and it said it was in the last stage about 10 times. Finally called them for the second time and they told me this particular elliptical was out of stock. They refunded me. I ordered a Schwinn from Amazon and got it 3 days later with installation. Not sure how nordictrack is still in business.

I have never worked with such a horrible company! They sold me a treadmill that they no longer had then a never told me I called them, oh yeah sorry we actually don't have that then bought one 2 grand more expensive and that treadmill toook
Two months to get to my house! On top of that it got here and doesn't work and they want me to take it apart and run diagnostics like you've got to be kidding me

Treadmill didn't work the day it arrived. Played for white glove service, and instead of coming out and trying to make it right, they sent me to repairs. Literally getting repairs the first day it arrives? No one was willing to speak to me from Nordic track. Just kept sending me to the repair department. Trying to return the treadmill now.

I purchased a X32i and about a month after I got it the monitor randomly goes on and off. First ticket I sent in they want me to open the machine up and move wires around. I didn't pay 4500$ for me to be the tech support for this device after one month. I sent in another ticket recently as the issue keeps happening. It only took them two weeks to respond with them asking me if I could get a video of this random occurence. I wrote back giving them a step by step description of the issue and then another two weeks goes by and they say they can't help me without a video.

I pretty much told them that I don't have time to sit and try and record a video for something that happens randomly. Honestly this is the worst I customer service I have seen for how much the devices cost. I wish I had researched more about the service issues before spending that amount of money.

I purchased a Nordic Trac elliptical machine in December 2021. Received in January. It shortly started making a noise and the ramp control on handle fell off (no adhesive). I called customer service (and after very long wait) spoke to someone and did video call. Sent her photos and videos over course of weeks with no response. Submitted ticket and no response. Submitted another ticket with response someone would call and no response. I just was on hold waiting 45 minutes to talk to customer service, had someone answer, he said he was looking at my tickets and disconnected me. Now going on 3 months after purchasing high price equipment with no support or recourse.

Not happy with my $1500 treadmill. It makes loud sounds with the each step: have called numerous times for trouble shooting after being on hold for 90 minutes.

I would like to return this product and go elsewhere. Will never buy norditrac products again

I love the iFit trainers but the Nordicktrack treadmill is a disaster. Seriously every month I have to call and be led on these long long phone calls in troubleshooting the latest problem. The belt will stop working and need a new motherboard. The screen will go blank...need an entirely new screen. The screen will go blank again and again and all throughout one year of having it. That's one year! Six fixes?! And now we're broken again but this time service team won't pick up. All phone numbers lead you to sales and then you have to be "transferred." You wait. And wait. I'm at 56 minutes, still waiting ... and decided maybe it's time to warn others. This is a big purchase. There are better options. Take them. Peloton has to be better. The Nordicktrack isn't reliable. And I know I'm not the only one having trouble...read reviews! Save your money

Issue 1: 10yr motor warranty
I was assured by the reseller that the machine came with a 10 year motor warranty and 2yr both labor and parts warranty. I purchased the machine on the 23rd February and looked to register the product to ensure that the warranty was activated asap. To date that 10yr warranty is still not visible on the iFit site and all I have is a customer support rep telling me I can take her e-mail confirmation as assurance that it exists. Based on everything else I've been told, I have no confidence that should something happen that the e-mail will suffice so I want a more official guarantee from iFit that there is indeed a 10yr motor warranty with the machine and what that explicitly excludes.

Issue 2: Subscription TV
Reading through the spec for the NordicTrack C2950 Treadmill on the Gymgear site, I had no reason to believe that there would be any issues watching a subscription TV on this machine. It does not mention anything about being restricted to iFit only.
The very fact that it's billed as a commercial machine to me signifies that it has all the functionality that a commercial machine has which obviously includes being able to watch whatever I want on the monitor. Nowhere does it say that after purchasing the machine, iFit will retain control over what I do or do not want to watch on the monitor. The spec clearly says that the machine is 'iFit enabled' not that it is 'iFit restricted'.
In addition, a customer service rep told me that watching a subscription TV would void the 10yr motor warranty that is supposed to come with the machine. I'd also like to see where it explicitly calls this out. Again, no response from the customer service rep to this question either.

Issue 3: Defective machine
The customer service rep that responded to my requests advised that to use the monitor for any purpose other than an iFit program could result in the machine malfunctioning - see transcript below in yellow for exact text.
Reading that message sent absolute fear through me that if the machine was prone to sudden stopping because of a service other than iFit then what assurances did I have that the same thing wouldn't happen running the iFit program. My question was simply ignored by the customer service rep which ramped up my concerns even further. Surely if there really are no issues with it then the customer service rep should have provided me with absolute assurance of this?

I have looked into the subscription TV issue and you can not connect a third party application onto the machine, this is a safety issue as the TV can interrupt the program for the ifit and can make the machine stop all of a sudden.
We do not advertise that a third party application can be connected due to the safety side.
We certainly would not want anyone to risk injury by using a application on the machine.

Issue 4: broken safety clip
I logged an issue in that the safety clip was broken on arrival from reseller. That's over a month now and I'm still awaiting a replacement. I understand iFit will direct me back to reseller on this but I want to point this out as yet another example of a defect with the machine.

Issue 5: Impractical fans:
I posed the question whether there a way to change position of the fans as unless you run with your face right in them, they are pretty useless. I was asked to provide a video with evidence of this which is a ridiculous thing to ask for... how do you propose I show a video of this? Surely anyone at iFit can get on one of these machines and see what I mean? Can you show me a video of the fans actually being able to reach someone who is walking or running on the treadmill?

Overall if I could give a minus figure to this machine I would. I've logged an official complaint with iFit but based on prior responses, I'm not holding out much hope that they will get back to me with anything of use.

It took 30 days for them to respond to a technical support ticket I had opened for a not-functioning issue on our one year old 1750 commercial treadmill. Still under warranty. The response after 30 days was the standard first tier response to unplug the machine and see if that fixed the issue. Unfreak'n believable. It is impossible to raise a live human being on the phone, unless of course you are calling to purchase a machine. They're all over that. Zero response after the sale. Our previous nordictrack teadmill lasted 20 years. After two issues so far with this one year old machine that I had to fix with info off the internet, I doubt this one will make it as long. I may kill it our of frustration. Now the thing squeaks so loud with each run step you can't ignore it. Can't wait to try to get some help with that...

Worst product ever purchased along with extremely bad customer service. Purchased a treadmill and bike and both stopped working within 6 months.

Extremely poor customer service. Ordered part for under warranty (1st year) but they simply don't have time to help so shipped part after countless calls and emails. instructions sent to replace deck were wrong with no mention of the springs on my unit. Overall terrible experience for a unit less than year old.

I purchased a connected bike from NordicTrack about 6 months ago. It has been a nightmare. The bike arrived incomplete. It was missing pieces to put it together. The tech sent to assemble it had to order them. That took some time for them to arrive, but the part arrived and they eventually came back out and assembled the bike. I thought I was done, rough start, but all good. Wrong. After a little while the bike started wobbling. So I tried to reach out to NordicTrack to get it repaired. I was on hold with service for over an hour. The chat function on their website was also overloaded with a long wait time. I was finally able to reach someone of Facebook. They demanded that I take a video of the wobble and then call back. I refused, as the wait times are so long. Eventually I got them to come out to make a repair. This was about 3 weeks ago. They were able to tighten the bike but it turns out there are more pieces missing. This time its 6 screws. 3 weeks later, the screws still have not arrived. So I called back into NordicTrack. Spent an hour and a half on the phone with them and they offered to resend the screws. I told them this was not good enough. I have given them multiple opportunities to deliver to me the functioning, complete bike that I paid for and they have not. I am no longer willing to wait for them to get around to delivering what I paid for and demanded a refund. I can not imagine a scenario where I do business with this company. They refused, claiming it had been over 30 days. I disagree. I say it has been 0 days as they have never delivered what I purchased, a complete and properly functioning bike. Avoid them.

DO NOT BUY NORICTRACK PRODUCTS!!!!!
My treadmill was working fine for 1 year then it STOP. Good thing I bought extended warranty, so I thought. the first time I called I was on hold for over 1 hour and the line got disconnected. 2nd time I called I was on hold for 2 hours, they sent me a part. It didn't work. 3rd time I called they sent more parts. Didn't work. Called back for the 4th time, they wanted to send more parts but this time sent duplicate parts in case the ones I received was bad. Nothing worked. 5th time, they said they will send a tech with moooooore parts. that was fine if the techs ever came out. So I called for the 6th time, I wanted to talk to supervisor. Of course no one was available so they gave me an email to a "supervisor". I emailed him what was going on and he apologized and assured me that a tech will reached out to me 24-48 hour. Didn't hear anything back from anyone. When I emailed him back, to the same email, it came back "Sorry, we were unable to deliver your message to the following address" Still not working and my money has been wasted.

I purchased an IN STOCK Nordiktrack treadmill Jan. 14, 2022. They said estimated delivery when I was purchasing it approximately a week. I got a notification that it would be delivered on Jan 17, then another revised one for Jan 18. I cleaned out my basement and got rid of a bunch of stuff on that weekend before to make room for it. I contacted them on the 19th asking if it got lost and they texted me that it was due to be shipped out the 21st. Nothing. I contacted them by phone and they said it was getting shipped that week and to be prepared for a phone call to notify you. I contacted them by text again on the 27th of Jan saying the last shipping date notification was the 18th, where is it? They said it would be shipped Feb. 2! On Jan. 31st, I asked on text if it was getting still delivered on Feb. 2 (No faith in them at this point). NO ANSWER by text!! Yesterday, Feb. 22, I texted them and they said it isn't in their warehouse? What The HECK???? I ordered an IN STOCK unit!!!!!??? They said I could return it and get a refund! I asked if they could send a model up in stock unit to compensate for my broken promises. They said they would give me a measily $60 on a $2100 unit that I'm paying for and don't have! NOT IMPRESSED! Still don't have any idea when it's coming. They told me it will be shipping in 2 weeks. UNLIKELY! Good product from reviews, very bad customer service and I bought an IN STOCK unit Jan 14 and still don't have it Feb 22 and it's not even in the Canadian Warehouse they said! How do you go from buying in stock to waiting for the it to be delivered to Canada still????

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!