I placed an order for Nordictrack equipment on January 6, 2022 but the equipment was never delivered. In June of 2022 they started billing me for this equipment via TD Bank.
I notified both TD Bank and Nordictrack that I did not receive the equipment but they refuse to acknowledge and keep billing me.
I am writing to make other fellow consumer aware of my nightmare experience having purchased a NordicTrack treadmill. For context this is the 2nd machine we have purchased in the past 5 years. Our first machine worked for 4 years albeit during that time we had to replace various parts, as incline & regular motor(twice), and control board(3 times). The machine had regular issues with it speeding up or stopping abruptly mid run, clearly extremely dangerous. We lost our trust in that machine and decided to get rid of it, as despite various repairs the issued continued.
As such on 11/27/2020 (order NT6560240), we purchased a brand-new NordicTrack machine from Icon Fitness costing us $2,024, which arrived on 1/6/2021. We contacted IconFitness re assembly and were informed due to COVID, they were unwilling to do assembly and explicitly required that we self-assemble the machine. We were directed to an instructions manual and YouTube video. We followed the instructions and the machine was up and running in late Jan.
All worked Ok until May 2021, when the machine started to display the same issues as our old machine with unexplained revving up of speed or sudden stopping mid-run. Contacting Icon Fitness again, and only offered a video diagnostic, they advised we needed a new motor. At this point I also purchased an extended 4-year warranty (on 5/19/21) order # ICS9053029, costing $192
I was informed to self-install the parts, despite my request for a technician. I again followed instructions and installed the parts. However, same problems persisted. In July I again contacted IconFitness who with another video diagnostic informed me a new control panel was needed, again refusing to send a technician and sent me the part to self-install.
None of this fixed the issues and on 8/11/21, my wife contacted IconFitness following the machine stopping on her mid run causing her to hit her head on the machine dashboard. Fortunately, she was not seriously injured. In this instance Icon Fitness finally decided to send a technician once my wife informed them of the very real danger the machine was presenting.
The technician came and advised machine wasn’t assembled correctly – which I absolutely rebut given I not only followed the instructions but more importantly, machine worked Ok for 4 months before the issues started. Technician also alleged that machine wasn’t on a dedicated plug and shared it with a refrigerator – which is blatantly false.
At this point we have spent ~$2,200, we have a machine that we’ve used for only 4 months since purchase, doesn’t work and is downright dangerous. Upon spending >10+ hours on the phone with customer service, and several escalations, resolution offered is for me to pay for the technician/labor and the parts out of my own pocket, which is outrageous. Icon Fitness is not only refusing to repair or replace it, they are refusing to honor the original 1 year warranty (valid till 1/19/22) or extended 4 year warranty I paid for (applicable till 1/19/26) saying due to self-assembly the warranty is void – a fact that they at no point told me, when I ordered the machine and they were happy to take my money!
At this point I want my money back and I do not wish to keep this machine as I simply don’t trust the machine or the ethics of this company.
I recently made a purchase of a NordicTrack elliptical exercise machine. A name brand that I thought I could have confidence in. Nordic track is owned by the parent company Icon Fitness. On the website sales page, the equipment was listed as in-stock with a ship date of 2 weeks later. All good. Quick availability was one of the critical characteristics of my order choice. The order was placed and a confirmation email received. Then... nothing. The ship date passes. Nothing. No email. No phonecall.
After another week I call the customer service line and I am placed in a call queue. Hours go by and no one takes the call. I hang up and try again the next morning, making a special effort to call as soon as the lines open. Same thing. Hours on hold. I have to give up before someone answered.
The short story is this... NordicTrack is using a bait&switch tactic regarding availability, I went on their website just now and they are showing an ship date of 10 days from now, but I know for a fact that they know there is no stock anticipated for more than 30 days... and that stock was pledged to orders placed nearly a month ago. So their ship date is an intentional lie. And once they have your order, they put every roadblock in front of you to prevent you from talking to a person.
If by some superhuman feat you stay on long enough to get through to a person (as I eventually did…5 hours), that individual has zero ability to actually do anything about your issue. Your only option is to cancel... and I suspect that course would be tragic as well. The customer service at NordicTrack is HORRIFYING. And from what I read, this is endemic across Icon Fitness and all their subsidiaries. This is not an accident or an exception, it is their plan. I am appalled.
I will never do business with them again, nor would I ever recommend them. They made a trivial attempt at compensation that somehow leaves me angrier than before. I feel fleeced and abused. Bait & switch. False advertising. And a firewall of customer service barriers. This is quite a business model.
I WOULD NEVER EVER BUY FROM NORDICK TRACK AGAIN!! THEY HAVE THE RUDEST CUSTOMER SERVICE REPS ONLINE. I WAS ON HOLD FOR ALMOST 2 HOURS, WHO WOULDNT BE FRUSTRATED?!!!!!!!!!!! I FINALLY GOT A REP ON THE PHONE, AND HE ASKED ME TO CALM DOWN BECAUSE I WAS PISSED ABOUT THE FACT THAT AN EQUIPMENT I ORDERED 10 DAYS AGO WAS DROPPED OFF ON THE SIDE OF MY SIDEWALK,AS OPPOSED TO WHAT WAS PROMISED!
THAT THEY WOULD BRING IN AND INSTALL!!!! I THEN TOLD HIM TO CANCEL MY OTHER PIECE OF EQUIPMENT, WHEN HE SAID HE WOULD HAVE TO TRANSFER ME; AGAIN! MIND YOU I WAS TRANSFERRED TWICE JUST TO GET THIS JERK ON THE PHONE!!!!!!!!!!!!!!!!!!!!!!!!!!!! I REFUSED A TRANSFER AND TOLD HIM I WAS NOT HAPPY IN THE LEAST BIT, WHEN HE THEN SAID HE WAS HANGING UP AND HE DID!!!! THIS IS YOUR CUSTOMER SERVICE NORDIC TRACK? SHAME ON YOU!!!
Very poor customer service. Unreliable product. Under warrantee which includes parts and labor. After two breakdowns in the first six months of ownership, they expect me to pay for labor or to do it myself.
The mechanical/electrical diagram for replacement of the console which they sent me is a nightmare. Well beyond what any customer should be expected to do on their own. My advice would be to steer clear of Nordictrack / Icon fitness products.
Dont order from this company they are a bunch of thieves.
They placed a double order to my company and as soon as i speak to a representative they reconect me to their "financing" departemtn that is just a line that nbo one answers.
The employes are the same as management.
They dont connect you to a manager ever!!
Be ware!!
I am disputing now with another company that does the financing for them.
In late February 2016, I purchased an elliptical machine from NordicTrack.com. The delivery was scheduled for the first week in March 2016. The elliptical arrived, and it was quickly assembled. The delivery team commented that they were suprised that they were able to assemble this so quickly considering the fact that they had "forgotten" their tools. I didnt think much of this at the time. Later, I attempted to use my elliptical, and realized that it did not work properly. The resistance remained stuck at the highest level, despite changing the resistance level using the controller.
I started to call Nordic Track about this in late Spring 2016. Initially it was difficult to get through due to the long hold times. Their customer service line has hold times of up to 30 (+) minutes. It is a call process that you have to start and restart again when you have time. I also submitted a form through the Contact Us link on the NordicTrack page. This did not produce any results.In the meantime, I received several emails soliciting my purchase of an extended warranty. They make it very easy for you to access a sales person for something like this.
Finally on February 16 2017, I decided to call them again. There was no timely response, so I attempted live chat. Unfortunately, there was no option to have a service technician come out to the home to repair the unit. They actually expect customers to dismantle the product, with their instruction, and diagnose the issue yourself! Of course, I was not comfortable taking the elliptical apart as I did not want to cause any further issues. It was bad enough that I had a machine valued at 1k that i had not even used before. I explained that I was uncomfortable doing this. I was not offered any options to assist- eventhough i was still under the one year warranty, and eventhough I had explained to them that this elliptical did not EVER work. I was send a diagram showing how I could unscrew the console to determine whether or not it was the console itself or the wires not sending the right messge to the resistance motor. Now, I am in apositon where I have not worked out in over a year.
This morning I decided to contact Nordic Track again, with hope of speaking to somebody more helpful. I spoke with a polite customer service agent, who told me that I would have to pay 159 for a servcie technician to come out (eventhough they had record of my previous contact) because it was outside of my warranty. They would dianose the issue and then order the parts necessary for repair and for another 65.00 I would get the priviledge of them returning to make the repairs!
This is unacceptable! Why should I have to pay to repair something that has not worked correctly to begin with? NordicTrack needs to 1) Ensure that their customers have a means to contact them and reeive TIMELY response. Stop trying to send customers down the rabit hole of long hold times in an attempt to avoid problem solving and 2) They should be held accountable for their poor quality control and not honoring their products. If I spend close to 1000 for a piece of equipment and delivery then it should work properly
I bought a VR-25 exercise bike directly from Nordictrack.com. I also bought their premium warranty where the salesman’s email claimed “someone” would come to my house to repair the bike as needed for 6 years. This claim is documented in an email.
The bike eventually arrived and it was defective. It had no resistance. Nordictrack customer care demanded that I tear down the bike to small details to diagnose the problem. Customer care rep Mark claimed I needed to rebuild the motor and and replace the wiring harness. Nordictrack would supply the parts for their defective bike.
Mark also explained the warranty does not cover repair by a technician regardless of the email I had from their salesman. He said warranties are just preventive maintenance agreements where a technician might come out to conduct preventive maintenance on the bike but only if it was working. This claim directly contradicts my email from the warranty salesman.
It was Nordictrack’s position that I was not entitled to receive a working bike. I don’t know if “Mark” was making his decision independently of company policy but there was no level of appeal. Every email or phone call I made to customer care was acknowledged with a claim that someone would get back to me. Of course, no one ever responded. As far as I am concerned, company policy is to refuse service all the time and see what they can get away with.
I called their shipping department to request a return authorization. I received an email saying I could destroy the bike but it was up to me to pay someone to take it away. I will hopefully receive a refund but that has not happened yet. I am also filing a credit card fraud complaint. I am currently trying to find someone to take the bike away at no cost to me.
NordicTrack Reviews
I placed an order for Nordictrack equipment on January 6, 2022 but the equipment was never delivered. In June of 2022 they started billing me for this equipment via TD Bank.
I notified both TD Bank and Nordictrack that I did not receive the equipment but they refuse to acknowledge and keep billing me.
I am writing to make other fellow consumer aware of my nightmare experience having purchased a NordicTrack treadmill. For context this is the 2nd machine we have purchased in the past 5 years. Our first machine worked for 4 years albeit during that time we had to replace various parts, as incline & regular motor(twice), and control board(3 times). The machine had regular issues with it speeding up or stopping abruptly mid run, clearly extremely dangerous. We lost our trust in that machine and decided to get rid of it, as despite various repairs the issued continued.
As such on 11/27/2020 (order NT6560240), we purchased a brand-new NordicTrack machine from Icon Fitness costing us $2,024, which arrived on 1/6/2021. We contacted IconFitness re assembly and were informed due to COVID, they were unwilling to do assembly and explicitly required that we self-assemble the machine. We were directed to an instructions manual and YouTube video. We followed the instructions and the machine was up and running in late Jan.
All worked Ok until May 2021, when the machine started to display the same issues as our old machine with unexplained revving up of speed or sudden stopping mid-run. Contacting Icon Fitness again, and only offered a video diagnostic, they advised we needed a new motor. At this point I also purchased an extended 4-year warranty (on 5/19/21) order # ICS9053029, costing $192
I was informed to self-install the parts, despite my request for a technician. I again followed instructions and installed the parts. However, same problems persisted. In July I again contacted IconFitness who with another video diagnostic informed me a new control panel was needed, again refusing to send a technician and sent me the part to self-install.
None of this fixed the issues and on 8/11/21, my wife contacted IconFitness following the machine stopping on her mid run causing her to hit her head on the machine dashboard. Fortunately, she was not seriously injured. In this instance Icon Fitness finally decided to send a technician once my wife informed them of the very real danger the machine was presenting.
The technician came and advised machine wasn’t assembled correctly – which I absolutely rebut given I not only followed the instructions but more importantly, machine worked Ok for 4 months before the issues started. Technician also alleged that machine wasn’t on a dedicated plug and shared it with a refrigerator – which is blatantly false.
At this point we have spent ~$2,200, we have a machine that we’ve used for only 4 months since purchase, doesn’t work and is downright dangerous. Upon spending >10+ hours on the phone with customer service, and several escalations, resolution offered is for me to pay for the technician/labor and the parts out of my own pocket, which is outrageous. Icon Fitness is not only refusing to repair or replace it, they are refusing to honor the original 1 year warranty (valid till 1/19/22) or extended 4 year warranty I paid for (applicable till 1/19/26) saying due to self-assembly the warranty is void – a fact that they at no point told me, when I ordered the machine and they were happy to take my money!
At this point I want my money back and I do not wish to keep this machine as I simply don’t trust the machine or the ethics of this company.
I recently made a purchase of a NordicTrack elliptical exercise machine. A name brand that I thought I could have confidence in. Nordic track is owned by the parent company Icon Fitness. On the website sales page, the equipment was listed as in-stock with a ship date of 2 weeks later. All good. Quick availability was one of the critical characteristics of my order choice. The order was placed and a confirmation email received. Then... nothing. The ship date passes. Nothing. No email. No phonecall.
After another week I call the customer service line and I am placed in a call queue. Hours go by and no one takes the call. I hang up and try again the next morning, making a special effort to call as soon as the lines open. Same thing. Hours on hold. I have to give up before someone answered.
The short story is this... NordicTrack is using a bait&switch tactic regarding availability, I went on their website just now and they are showing an ship date of 10 days from now, but I know for a fact that they know there is no stock anticipated for more than 30 days... and that stock was pledged to orders placed nearly a month ago. So their ship date is an intentional lie. And once they have your order, they put every roadblock in front of you to prevent you from talking to a person.
If by some superhuman feat you stay on long enough to get through to a person (as I eventually did…5 hours), that individual has zero ability to actually do anything about your issue. Your only option is to cancel... and I suspect that course would be tragic as well. The customer service at NordicTrack is HORRIFYING. And from what I read, this is endemic across Icon Fitness and all their subsidiaries. This is not an accident or an exception, it is their plan. I am appalled.
I will never do business with them again, nor would I ever recommend them. They made a trivial attempt at compensation that somehow leaves me angrier than before. I feel fleeced and abused. Bait & switch. False advertising. And a firewall of customer service barriers. This is quite a business model.
I WOULD NEVER EVER BUY FROM NORDICK TRACK AGAIN!! THEY HAVE THE RUDEST CUSTOMER SERVICE REPS ONLINE. I WAS ON HOLD FOR ALMOST 2 HOURS, WHO WOULDNT BE FRUSTRATED?!!!!!!!!!!! I FINALLY GOT A REP ON THE PHONE, AND HE ASKED ME TO CALM DOWN BECAUSE I WAS PISSED ABOUT THE FACT THAT AN EQUIPMENT I ORDERED 10 DAYS AGO WAS DROPPED OFF ON THE SIDE OF MY SIDEWALK,AS OPPOSED TO WHAT WAS PROMISED!
THAT THEY WOULD BRING IN AND INSTALL!!!! I THEN TOLD HIM TO CANCEL MY OTHER PIECE OF EQUIPMENT, WHEN HE SAID HE WOULD HAVE TO TRANSFER ME; AGAIN! MIND YOU I WAS TRANSFERRED TWICE JUST TO GET THIS JERK ON THE PHONE!!!!!!!!!!!!!!!!!!!!!!!!!!!! I REFUSED A TRANSFER AND TOLD HIM I WAS NOT HAPPY IN THE LEAST BIT, WHEN HE THEN SAID HE WAS HANGING UP AND HE DID!!!! THIS IS YOUR CUSTOMER SERVICE NORDIC TRACK? SHAME ON YOU!!!
NordicTrack X22i
Very poor customer service. Unreliable product. Under warrantee which includes parts and labor. After two breakdowns in the first six months of ownership, they expect me to pay for labor or to do it myself.
The mechanical/electrical diagram for replacement of the console which they sent me is a nightmare. Well beyond what any customer should be expected to do on their own. My advice would be to steer clear of Nordictrack / Icon fitness products.
Dont order from this company they are a bunch of thieves.
They placed a double order to my company and as soon as i speak to a representative they reconect me to their "financing" departemtn that is just a line that nbo one answers.
The employes are the same as management.
They dont connect you to a manager ever!!
Be ware!!
I am disputing now with another company that does the financing for them.
Nordictrack total thieves!!
PHYSICAL ADDRESS: , UT 84321-9813
In late February 2016, I purchased an elliptical machine from NordicTrack.com. The delivery was scheduled for the first week in March 2016. The elliptical arrived, and it was quickly assembled. The delivery team commented that they were suprised that they were able to assemble this so quickly considering the fact that they had "forgotten" their tools. I didnt think much of this at the time. Later, I attempted to use my elliptical, and realized that it did not work properly. The resistance remained stuck at the highest level, despite changing the resistance level using the controller.
I started to call Nordic Track about this in late Spring 2016. Initially it was difficult to get through due to the long hold times. Their customer service line has hold times of up to 30 (+) minutes. It is a call process that you have to start and restart again when you have time. I also submitted a form through the Contact Us link on the NordicTrack page. This did not produce any results.In the meantime, I received several emails soliciting my purchase of an extended warranty. They make it very easy for you to access a sales person for something like this.
Finally on February 16 2017, I decided to call them again. There was no timely response, so I attempted live chat. Unfortunately, there was no option to have a service technician come out to the home to repair the unit. They actually expect customers to dismantle the product, with their instruction, and diagnose the issue yourself! Of course, I was not comfortable taking the elliptical apart as I did not want to cause any further issues. It was bad enough that I had a machine valued at 1k that i had not even used before. I explained that I was uncomfortable doing this. I was not offered any options to assist- eventhough i was still under the one year warranty, and eventhough I had explained to them that this elliptical did not EVER work. I was send a diagram showing how I could unscrew the console to determine whether or not it was the console itself or the wires not sending the right messge to the resistance motor. Now, I am in apositon where I have not worked out in over a year.
This morning I decided to contact Nordic Track again, with hope of speaking to somebody more helpful. I spoke with a polite customer service agent, who told me that I would have to pay 159 for a servcie technician to come out (eventhough they had record of my previous contact) because it was outside of my warranty. They would dianose the issue and then order the parts necessary for repair and for another 65.00 I would get the priviledge of them returning to make the repairs!
This is unacceptable! Why should I have to pay to repair something that has not worked correctly to begin with? NordicTrack needs to 1) Ensure that their customers have a means to contact them and reeive TIMELY response. Stop trying to send customers down the rabit hole of long hold times in an attempt to avoid problem solving and 2) They should be held accountable for their poor quality control and not honoring their products. If I spend close to 1000 for a piece of equipment and delivery then it should work properly
I bought a VR-25 exercise bike directly from Nordictrack.com. I also bought their premium warranty where the salesman’s email claimed “someone” would come to my house to repair the bike as needed for 6 years. This claim is documented in an email.
The bike eventually arrived and it was defective. It had no resistance. Nordictrack customer care demanded that I tear down the bike to small details to diagnose the problem. Customer care rep Mark claimed I needed to rebuild the motor and and replace the wiring harness. Nordictrack would supply the parts for their defective bike.
Mark also explained the warranty does not cover repair by a technician regardless of the email I had from their salesman. He said warranties are just preventive maintenance agreements where a technician might come out to conduct preventive maintenance on the bike but only if it was working. This claim directly contradicts my email from the warranty salesman.
It was Nordictrack’s position that I was not entitled to receive a working bike. I don’t know if “Mark” was making his decision independently of company policy but there was no level of appeal. Every email or phone call I made to customer care was acknowledged with a claim that someone would get back to me. Of course, no one ever responded. As far as I am concerned, company policy is to refuse service all the time and see what they can get away with.
I called their shipping department to request a return authorization. I received an email saying I could destroy the bike but it was up to me to pay someone to take it away. I will hopefully receive a refund but that has not happened yet. I am also filing a credit card fraud complaint. I am currently trying to find someone to take the bike away at no cost to me.