ProForm Customer Service Complaints - page 2

Why DOES ProForm sell equipment then stop manufacturing replacement parts, like a MOTOR especially? But really ANY of the parts NEEDED to OPERATE THE EQUIPTMENT when there is NO Substitute part that will work?? And to TOP THAT off, not offer a piece of equiptment that's even similar or comparable.I am referring to the Crosstrainer e which granted is an OLD "DESIGN" but there are clearly plenty of people who purchased them,liked and STILL have them and are needing parts for them. I see questions all the time from people who, like me are also searching for them. I guess we're all just "up the creek". I'm so angry over having wasted as much time as I have searching for the part, searching for a solution,being charged to ASK a QUESTION to which the ANSWER was, "Well, your SOL, they don't make that part anymore,sorry for the bad news", for having WASTED my initial INVESTMENT and for HAVING EVER EVEN PURCHSED ANYTHING from PROFORM in the FIRST PLACE. I'll NEVER buy ANYTHING from you again, will incourage everyone I can not to as well and from the sounds of the other comments I am not alone. Perhaps PROFORM has forgotten that HAPPY customers are what keeps them in business.

Ordered squat rack. Spotter racks and J hooks didn't fit into the uprights, rendering it useless. After MULTIPLE attempts with customer service they rolled on sending out replacement parts. This was 10 months ago and they have been non-responsive ever since. Order exists on their website and says pending. They are great at making sure you wait past 60 days so you can't charge back your credit card or dispute a transaction. Garbage company with an unusable product.

Bought a pro-form treadmill, stopped working after the first month. Worthless customer service.

Do Not Purchase Anything That Has To Do With Proform Or Ifit !!! Do Not Waste Your Money You Will Only Get Sales Or Customer Service And When They Transfer You To The Warranty Dept They Never Answer The Phone !!!! Worse Experience Ever !!!!!!!!!!!

Good morning. Sadly I have to write here instead of getting resolution with customer service. There has been several missteps with your company in regards to customer service and/or conflict resolution. There is a laundry list of grievances that may have been resolved if customer service/conflict resolution would have picked up the phone and called. I was the only one that spent over 20 plus hours trying to resolve this issue. From the wrong piece elliptical being delivered twice, spending 3 hours putting together the wrong machine, being charged for the machine by your finance arm of the company, me having to take 2 separate days off for EFW to pick up the machine where they no showed both times. No call, no reschedule. I stored the elliptical in my house for over 64 days which is unacceptable. Finally after 64 plus days Proform arranged for The Final Mile Delivery to pick up the machine. After all that I had well over 20 hours of my time wasted without once Proform reaching out. It was always me contacting Proform. After the ordeal appeared to be over my frustration was waning. Until Proform calls and threatens me with collections if I don't return the machine that was already returned. Then as the topper I had to do Proforms work. Instead of Proform doing their work and tracking down the machine that was returned I had to prove it was picked up. What kind of tracking system do you all have? That should not be my responsibility. After being threatened by ProForm I sent an invoice to Proform for my time and storage. I also invited a return phone call. I have not heard form them for 10 days. So now I am writing here in hopes that we can get final resolution. I hope to hear from you soon.

I should have read customer service reviews before buying! I agree worst customer service with any company ever!

We recently purchased a Carbon T10 treadmill, over the last few weeks the display screen has developed dark vertical lines. I contacted customer service and the responses have been poor to verging on aggressive quoting differing requirements from' the environmental terms and conditions' which don't exist in any of the documentation we received. The attitude is incredibly poor which is a real disappointment as the treadmill is great. I would advise anybody considering a treadmill avoid ProForm.

The WORSE customer service ever. Bought my elliptical for 2 months now and still can't can't use it due to so many issues. One thing after another. How the hell are you guys even still a damn company? Freaking called you guys over 10 times now to resolve the missing and defective parts but nothing has been solved. At this rate, just give me my damn money back.

This is the worst company I have dealt with. I have call several time and everything I have been on hold for minimum of 2 hours, excuses why they can't take care of a customer,

Hello,

I'm writing to share with you some seriously flawed issues with your customer service experience. We ordered an elliptical from your company only to receive the first product damaged during delivery. Of course, we refused the delivery and contacted the customer service department immediately. Upon processing our return and providing confirmation of a new product, which we received two and half weeks later. The packaging of the second product was still torn in several places; however, there was no damage to the product itself. Upon unpacking the product we quickly realized the instructions and hardware for assembly were missing requiring another phone call to customer service. After over an hour of automated robotic responses and registration of a product we could not use, we were finally able to speak with a real representative who promised expedited shipping of the instructions and hardware for assembly. However, the confirmation notice from UPS with tracking information clearly showed 5-7 day shipping terms were authorized. So after spending $800, return of one product and receipt of another over the course of 2 months, we are still unable to use the product.

Knowing what I know now about your customer service experience, I would recommend finding a local fitness equipment store, where customer service is a high priority even if it means you have to spend more money.

Regards,
Michael
Utica, MI

Worst service I have ever received. Purchased the Hybrid, took a vacation day for the delivery, which was 3 hours late. Delivery men left foam from the packaging all over my house. Then about 10 minutes after arriving and messing up my house they show me the frame is bent and tell me they can't put it together due to damaged equipment. . They tell me they can't take it with them, that I'll have to schedule a pickup for the damaged item. I call for return and I'm given 3 different numbers. Finally when I reach the correct department I'm told they don't do in house pick ups. I'm told in order to get my refund I'll have to carry the 150 pound item outside. So, me with a hurt back is going to have to physically carry this heavy equipment. All because faulty equipment was left in my house. I contact PROFORM online and I'm told the owners manual told me they were not responsible for removal of the faulty equipment and sorry for the inconvenience. Now I'm told there is no time frame as to when the faulty equipment will be picked up. This is an absolute outrage.

I have ordered a treadmill on May 15th 2021 and today is July 2nd, 2021. I have not received the order yet and I spoke to a woman from the shipping Company along with the returns for the ProForm company, both had said they would call me back, still waiting. I did however receive a bill for my treadmill that I have yet to receive. No CUSTOMER SERVICE!!

I am 83 and have advanced degenerative disk disease and Fibromyalgia. I am currently, again, having physical therapy to try to bring my pain under control and to improve my mobility.
My husband is almost 86 with Vascular Dementia.
Exercise has always been important to me and with triple digit weather approaching here in Tucson, I need to find a piece of equipment that I can use with my disabilities.
I found the Hybrid Elliptical XT, showed the information to my Physical Therapist who agreed that it might just be good for me to use.
So, after searching for a local source, I found Dick's Sports on Oracle Rd here in Tucson. I called them and was told that did not have the model in their store but could order it. They also told me they could assemble it and deliver to my house, putting it inside where I wanted it.
Due to the weight and the fact that if it is ordered say from Amazon, it comes in parts, must be assembled, lifted, etc. At my age, in fact at any age, 350lbs is well beyond my abilities.
So, I called again on Mon. May, 24, to see if I ordered it, would they assemble it in the store and let me come to see it and try it to make sure it will fit in my house and also be something I feel I can use. I was told no = that if I ordered it, it would be mine and therefore their insurance would not cover if I got hurt in the store trying it!
So, I then asked if they brought it to my home, got it inside and assembled it, if I found I could not use it, what was their return policy.
The guy told me that I would have 90 days to return it and it would be MY responsibility to get it back to their store for the return.
I asked - "at 83, how the hell am I supposed to get it into my van and return it. I can't lift it."
The guy said = "that is your problem"!!!!
Nice - right?
Good customer service?
So, There is NO WAY that I will be able to buy this piece of equipment - in fact no piece of equipment as I am a senior, with disabilities and a husband who certainly can't help.
Dick's Sporting Goods apparently does not care about customers or for that matter your products or your company.
I can't even order it from your company directly as it would be delivered in parts to the curb and again = I can't put it together, can't lift it.

Just thought you might want to know.

I purchased a Proform X bike...was so excited to get it....btw....advertised as fold it out of the box and the only thing you have to asseble is the rack on the back for the hand weights and pedal straps...not true....had to put everything together. We got it assembled and got on the bike....loud....very loud kocking sound from the flywheel...called your customer service and spoke to a lady and she listened to the sound...ask me to send a video..which I did....i ask if she got it....her response was I GOT It! Ill get tomit when I can?! What? Wow! Have not heard one thing in three days! Thanks Proform and Virginia!

This has been the worst customer experience I've ever had with any company. And here are all of the reasons why:
1. I received a treadmill that hasn't worked from the very beginning.
2. When I called your company seeking help their response was to send a new part and have a tech come out. Fine. Part showed up tech NEVER called. We had to figure out the installation on our own. By the way the part never came with instructions on how to install it and it did not fix the problem.
3. Called you guys again, spent an hour and a half troubleshooting on a brand new machine!!!! Their answer, send the same part they sent last time with a new upright wire and have a tech come ( the other offered solution was to watch YouTube videos on how to fix it ourselves. What a joke.) Opted for the tech and once again no one has called us!!!
4. We have been left with no choice but to try and fix this ourselves which has taken several hours and after going through the steps realized the upright wire is clearly something that needs to be done by a professional. It's nearly impossible for us to fix the wire ourselves, we've spent several hours on it and still aren't finished.
5. It's been just under two months that we bought this machine and haven't been able to use it once. It's completely unacceptable. We have spent hundreds of dollars for something that doesn't even work and is now costing us our time.

Your company clearly doesn't care about providing a good customer experience or this matter would have been cleared up a month ago. We should have a brand new working treadmill but we don't and I can't seem to get anyone on the phone who will clear this matter up for us. I do plan on filing a complaint with the BBB if this is not cleared up immediately.

I have a pro-form treadmill since 2018. The console went out last year 2020. Then, that console went out The end of March 2021. So I called pro-form to order another console and I have a warranty until 2024. Then they sent me the wrong console in The month of March and I've been trying to send it back for a whole month and to receive the right console. They keep giving me the runaround I've sent pictures of my console and the one they sent does not match. I sent those pictures to two customer service people and they still have not help me. It's not a difficult problem but I still have not got the right console. This is real bad business I will not order anything from pro-form again.

Please run and buy from their competitors. I placed an order in February and to date (4/6/21) I have not received my order. I was told there was a mistake at their "new" NJ shipping facility and my equipment was sitting there unassigned. Once it was FINALLY assigned, I was rescheduled 3 times by their carrier named Select Express (who by the way has horrible ratings). I asked to talk to a supervisor at ProForm on several occasions without success. I asked for the Corporate Office to write a letter and no one could provide me an address to them either. I'm still waiting for a supervisor to call back, and I'm still waiting for the product that I've paid well over $2,ooo for. Please do yourself a favor and go elsewhere. Customer service, delivery and everything in between has been the worse service ever. I can't imagine the hoops I would have to go through just to get service (if ever needed). I'll rather spend my hard earned money on a company that truly cares about their customers.

EXTREMELY DISAPPOINTED AND FRUSTRATED
I like many of the reviews I have read on this site. Everyone is having the same issue with your shipping company. If you are having dozens of frustrated customers because of the shipping company and the rudeness that we experience from them my question is why are you still using them? I have placed an order from January 16, 2021 and I haven't received it yet. I was told by one of your supervisors that I should reach out to them. I didn't place my order with the shipping company I placed and paid ProFotm for my order. Therefore you should be more accommodating to the customer. I was told 3 times in the last week that my equipment was out for delivery. No one seems to care after making numerous phone calls and being insulted or hung up on the biggest slap in the face was "I can offer you a 5% discount on your purchase." Thank for this experience and please note I will never order anything else from your company and will never recommend your company to anyone.

Please fire your ad agency ... your commercials are pathetic! Tell the father holding the newborn that the baby is dead. What's the point? Maybe that would play better on Saturday Night Live!

Pay attention ... we do!

Worst quality equipment

Extremely Frustrated!!
I ordered an HIIT machine and it has been sitting at the Ryder for delivery since 1/19/21 per tracking details. I called Ryder and Mia at the Little Rock location was extremely rude and would not answer my request to speak with a supervisor as I did all the week before and was told it would be delivered on Friday 1/29/21. It is now Tuesday and nothing. No call, nothing. Proform customer service apologized and said to keep trying to call them. I asked why will they not call on my behalf and she stated they do not do that. WTH??!! I have been on hold now for 25min and counting. THe worst customer service/service ever! Proform find another company to deliver and do better with your customers. This should not be my fight. I pay 2k for nothing.

Please stop emailing me. I've called several times to have the emails stopped. This has been the worst experience I've ever dealt with. Please stop the emails.

I have not received my treadmill that I ordered a month ago. No tracking no nothing!!! I will be reporting you all the the BBB if I don't get an answer in 24 hours. I will also report and file a claim if I don't receive my treadmill in one week!

This is ridiculous!!!! Stay on a phone for over an hour to have someone from customer service to take apart your machine so they can try to see whats wrong. That is why you pay a warranty for people. So a trained person to come fix your machine. I will never buy a pro form product again.

Oh my goodness! This place is an absolute joke of a comapany! I have been trying to get through to someone via email and texts for days! Not one person has bothered to get back to me about a cancelled order, or should I say an order Im trying to cancel. if you do by chance get a live person on the phone they brush you off to someone else who then again puts you on eternal hold. They do not answer phones or emails. What a pathetic excuse for a company!