Chelsey Kent

Review of Icon Health and Fitness

Where do I even begin. I truly wish I read some of...

Where do I even begin. I truly wish I read some of these reviews before making a Nordictrack purchase as it's clear that my experience is not unique and that this company is downright terrible.

Alas, I purchased an elliptical in early January 2020 and selected "white glove assembly" at checkout - paying an additional $250 for this service for a "professional" to set the machine up. A month later two guys arrive with the machine and it is very clear they have no idea what they are doing, even admitting they had never set up a machine like this before. They didn't even know which end of the machine was the front and which was the back....After 2+ hours of hammering and drilling they say they are done. It appears to be in one piece so I sign the iPad and they go on their way.

Once I go outside I realize they have broken multiple stones in our landscaped walkway and made a complete mess outside. I spend over an hour cleaning up the walkway and vacuuming the huge mess they left from setting up the machine inside. Elated that I can finally enjoy the elliptical now that the headache and waiting is over I jump on and start my workout. Less than 5 minutes into my workout and the entire left side of the machine breaks off. I rolled my ankle in the process as I was moving along pretty quickly when it broke. With one arm completely broken off I looked closer at the machine and noticed what a totally botched job the setup was - bolts completely stripped, dents and scratches all over the machine, broken pieces of plastic - not much of a "white glove" assembly.

Almost a week later and I have wasted over 6 hours of my time waiting on hold, explaining the situation to 20+ different people at Icon Fitness and trying to get someone, ANYONE to offer a solution. Nobody has apologized or acted like they care AT ALL about this terrible experience. Instead I am treated as if I'm the one on trial and need to present my case to them on what happened for them to decide what to do next. Nobody will give me a direct number so every time I call I have to go through the standard 1-800 number and wait forever and then explain the situation all over again. A lady I finally got through to and sent pictures to promised to get back to me the next day and 3 days later nothing but radio silence. Today I called and waiting on hold forever again then finally asked to be escalated to a manager, which was no less of a joke than everyone else I have spoken to at this worthless company. Since I rolled my ankle the solution is that I now have to wait up to 30 days for their legal department to call me to investigate that before anything can be done about the broken machine.

So now I have spent $2,000+, have a broken elliptical sitting useless in my home, have wasted hours of my week, and have no real solution in sight. How is this customer service?! Absolutely insane and this company is a total joke. Literally the worst customer service I have ever experienced. DO NOT ORDER FROM THIS COMPANY UNLESS YOU WANT TO BE EXTREMELY DISAPPOINTED AND BE TREATED LIKE TOTAL GARBAGE.