Jeff Rooks

Review of Icon Health and Fitness

I would give no stars if this was an option. This ...

I would give no stars if this was an option. This has been one of the worst customer service experiences I have ever had. I will never purchase another NordicTrack product.

The ordering process was straight forward and my NordicTrack T 8.5 S arrived in the stated delivery window. It took two people more than 3 hours to assemble because the instructions were confusing and many of the screws were very difficult to install. We tested it and the motor was clicking immediately. I submitted a service request through the NordicTrack support website, but did not receive a response.

After 48 hours, I contacted them through Twitter. They asked for my phone number and I anticipated a phone call that day, but did not receive one. I then contacted them again through Twitter the next day and was told that their Twitter support could not make outbound calls. Their Twitter support was very slow, but I eventually sent them a video of the motor clicking. They asked me to test whether it clicked when I manually moved the belt, which it did. They then told me they were sending a new drive motor and that a technician would follow up with me for support.

I received a tracking number for the part and it arrived on the specified day. I waited 48 hours for a technician to call and arrange setup, but no one called. I then messaged then on Twitter again to see what was happening. I waited another 48 hours and messaged them again. I then called their support line and was told I should reach out to the technician directly. I called him several times, but his voicemail box was full. I followed up with Twitter support again, who promised they would resolve the situation.

I waited another 48 hours, but received no updates. As I was nearly the close of my 30 day return, I called the return phone number and began the return process. Jan was the only NordicTrack customer service person who ever apologized for my issue and their lack of support. It took about 20 minutes for Jan to process my return, but she explained everything was very thorough. They picked up my return faster then Jan estimated, however I am still waiting for my refund.

I contacted them after 30 days about my refund and was told it would take another 10 business days. After 10 business days, I contacted them again. I was then told it would be another 5 business days.

They sent me a email to leave a review, which I did. As per the form, I was told my review needed to be verified. I waited an hour, but did not get one. I followed the process of emailing the webmaster as indicated on the review page. After 2 weeks and 6 emails to webmaster, I still do not have a verification email so I can post my review.