Sam Trowbridge

Review of Icon Health and Fitness

My partner surprised me with an exercise bike from...

My partner surprised me with an exercise bike from Proform directly for Valentine s Day, something I had been wanting for a long time. Proform, owned by ICON, was a brand we knew as we previously bought a treadmill that I enjoyed of theirs from Sears, so we thought it was a safe bet.

Oh. We were so wrong! It took about three weeks for it to arrive. Unfortunately, the bike came with the wheel completely shattered. Fine, that sucks but we ll just contact their support and get it replaced.

We emailed them multiple times, with no reply. I browsed their social media for similar stories and saw people saying on average within a week their emails were returned. We waited a week, nothing. Got an email saying the case had been closed reopened another, and waited. Decided to contact their active Facebook/social media page, as they seemed active in replying to people. They took our purchase number and offered to help, and asked if we wanted a new one or a refund. At this point, we were frustrated because still no reply to the emails. We wanted a refund and to return the product. The Proform Facebook person gave us a number to call.

Two different phone attempts waiting over an hour on hold to speak to someone! Their support line is only open during business hours in Mountain time, so if you work those hours in that time zone like I do, its extremely difficult to get a hold of them. Upon finally getting in touch with someone who could help, they asked for pictures of the bike, said Wow! That s bad. You can just throw it away. And offered a refund.

We then began waiting for our refund and we now have to also dispose of this heavy, broken exercise bike ourselves. Two, three weeks went by, no refund. We called them again. Again we waited on the phone. They said it usually took an entire month for a refund to go through that s... unusual. Okay, so we waited.

39 days later and no refund. Opened a case with PayPal, got our money back within 24 hours. Was that so hard, Proform? Perhaps we should ve used PayPal s aid sooner, but we had wanted to follow the correct channels and have the company give us our money back since we waited patiently for it. I can t imagine the nightmare it would be if someone used a credit card.

All in all, don t order from Proform or ICON Health and Fitness. I am so disappointed and shocked their service was that slow and ridiculous and that we had to jump through so many hoops when we received a broken product. I hope to spare other people from similar frustrations in the future.