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L
3 years ago

I got my Elliptical and Rower in April. By June bo...

I got my Elliptical and Rower in April. By June both started giving problems.I thought these were good quality but it seems i was mistaken. I called in and they ordered parts but could not give me a delivery date. One part has been delivered but no word on the other part. At some point this rower is going to stop and it wont be long. It seems these machines are NOT made for everyday use.

E
3 years ago

The absolute lowest rating for the absolute worst ...

The absolute lowest rating for the absolute worst customer service I have received in a long time. I have been on the phone now the 8th time to deal with 1 issue and over 4 hours on hold total. Everyone has been great up until I was talking with their returns department. Which told me I had to provide additional proof beyond the two order numbers that I gave them. Do yourself a favor and purchase your equipment from anyone other than ICON Health and Fitness, Nordictrack or iFit and whatever other name their company is going by. I will now resolve my billing issues directly through my credit card dispute, the Utah State Consumer Protection Agency & the BBB. The BBB is who was able to resolve this quickly.

J
3 years ago

In January, we purchased about $5,000 worth of fit...

In January, we purchased about $5,000 worth of fitness equipment from Nordic Track for our gym. Our salesperson told us we would receive the normal 3/5 year warranty. 4 months down the road, we have an issue with our treadmill. I call, expecting to get the service that our warranty covers, only to find out that the warranty "doesn't cover commercial settings." Our salesperson was well aware that these were for a commercial setting, hence why we got the commercial line of equipment and asked him directly which one would work best for us in a light commercial setting.

We were offered a discount on a piece of equipment to repair our treadmill. That's GREAT! Assuming we never have any issues again. Considering it has only been 4 months, I'm pretty sure we will have more issues down the road. I was willing to pay for the "commercial warranty" that I suddenly need in order to be covered, but they refused because I am outside of the 90 day window. Considering I was never offered this warranty plan, I feel I was shafted.

n
3 years ago

I have to say that if I had not stumbled on to Jan...

I have to say that if I had not stumbled on to Janet in Customer Service and Parts/Service I would have written a seething review. Because of her I am giving Icon a 5 star!! My story begins with a purchase of a Proform hybrid exercise equipment from Amazon. With the exception of one Amazon rep, Amazon reps were helpful connecting me with Icon in order to resolve a problem with a part. First, the equipment is well made but the Quality Control for shipping all the necessary pieces needs attention. More than a week ago I was on the phone with Amazon attempting to connect with Icon. An Icon rep, Wyatt, needed the model and serial number for the machine and since I was not at home had to call him back. Well after 40 minutes on hold I hung up and called Amazon back. Sonja, the Amazon rep and I stayed on hold for another 45 minutes and finally got connected to Andrew at Icon. During our conversation I sent a picture of the problem part. He seemed to understand the problem and said that he was sending out a replacement part. Friday I received an identical part that was still missing the bearings. I called Amazon back and Zimasa, the CSR rep, surprisingly gave me all the wrong information and wanted me to dissemble the equipment (all 150 lbs), package it up and place it out the front door. I said that wasn't acceptable and she agree to get ahold of Icon and call me back the next day. I never rec'd a call from her so decided to call Icon directly. Unfortunately since the pandemic, Icon has been swamped to the point that they are working Saturdays with all phone hold times reaching 1 hour. Well Saturday, I waited 1 hour 2x. The last time, Janet took my call. She asked me the right questions which lead to a resolution. I knew that it would take a lovely lady to solve my problem!!!! Many thanks Janet for your assistance. Nanci

L
3 years ago

Still haven't gotten my treadmill order 12/13/16! ...

Still haven't gotten my treadmill order 12/13/16! It got all the way to MDX transfer station in St. Paul and was LOST!! Jeffery S. signed for it and that was on the 20th. I started sending emails, calls go unanswered. Proform, Icon, MDX. All unresponsive or if I did get an email response it was full of apologies then nothing until I emailed again.
Audra (I'm told is billing and "has a long list of issues to call about" was supposed to call me last Friday, no call. I have a finance balance with Fortiva that has payments due for an item I haven't received.
Now Icon says I have to start the sale all over again but can't until the financing and extended warranty are voided. OMG(dess)!!!!!!! Wish I'd read all of these reviews before I started this process. I thought I was buying from ProForm and found out after that it's actually Icon. geez!

P
3 years ago

Contacted them to buy some replacement parts. Went...

Contacted them to buy some replacement parts. Went through the whole process and then they completely stop contact. Can't get any answers or the parts. I recommend not buying anything from ICON or NordicTrack. You'll be disappointed.

D
3 years ago

The ABSOLUTE worst company to buy ANYTHING from!

The ABSOLUTE worst company to buy ANYTHING from!

I purchased the Boston Marathon 4.0 treadmill from them for $4,000. I had great expectations for this treadmill. And boy was I disappointed!

It worked for 3 months, and then the next 4 months I was not able to use it at all! They kept sending parts out to replace and sent the technician out 3 times. None of this made the treadmill work. I had to call them every week for 4 months. Spent an average of 2 hours on the phone EVERY time! Terrible customer service! The ABSOLUTE worst!

DO NOT BUY ANYTHING from ICON!

J
3 years ago

Hello, do not buy any products from this company. ...

Hello, do not buy any products from this company. Yes they are much cheaper than other equipment but if you get a similar problem to mine you will regret it. I received a defective elliptical machine, it made all types of noises from clicking, clacking to banging. I reported it after i setup the equipment and brought it into my home.

I filled a support ticket asking for help and someone to come out and fix it. After 30 days they still had not gotten back to me. I filled a dispute with my credit card as it is not fair that they send me a defective equipment and they have not acted on trying to fix my problem.

Credit card got my money back, and finally nordictrack contacted me to return the equipment which i was more than glad to do. Heavy piece of junk. The equipment was returned and then they rebilled my transaction on my credit card. Now they refuse to give me a refund for 90 - 180 days until they resolve there internal finance issues.

I have never in my life had to wait so long for a refund and I am still waiting. I am getting ready to sue this company for my money if i dont receive my refund soon. Be warned and move on and purchase your equipment from a reliable, reputable company. This company is not reputable at all and they are a bunch of thief that will try to keep your money from you.

J
3 years ago

This company is extremely shady. They have complai...

This company is extremely shady. They have complaints (that we unfortunately didn't look for before we bought) all over the internet. Check out the Rip-Off Report on them. I have a six month old lemon of a NordicTrack Treadmill that hasn't worked for close to 3 months now. They will not refund my money. They will not replace it with a new one. They want their customers to tell them what is wrong, they take a stab at the part that's needed, send it in the mail via the slowest/cheapest route they find, then send an incompetent repair guy contracted for your area to replace the part. It does not bother them a bit how many months their customers wait. For the FOURTH time, they were going to send another part to me in hopes of repair. I've called our bank to begin a disputed charge claim. If that doesn't work, we're going to court. This place should be shut down for illegal business practices.

B
3 years ago

Nordictrack s22i bike was dead on arrival. was tol...

Nordictrack s22i bike was dead on arrival. was told the console wasn't loading the operating system after spending an hour on chat. sending me a new console at no charge which is the right thing to do but 5-7 days to receive it. Unable to use the bike until I change this part out myself. forced to pay for "white glove" delivery and now I have to spend my own time replacing one of the most important components. 2 stars because they didn't give too much of a hassle on replacing the part but deducting 3 stars because its a brand new machine. do they not have QC?

D
3 years ago

Our Nordictrack elliptical FS10i was bought new. O...

Our Nordictrack elliptical FS10i was bought new. Our elliptical was found to be defective right away. We had to spend significant time on phone calls in order to get someone to come out and assess the situation. After a technician was finally scheduled and assess the situation, it was indeed found to be a faulty lift motor. Now we get to wait to have all the parts delivered to our house so that we can schedule another appointment for a technician to come out and put it back together right. Then we just found out that some of the parts are on back order and they have no idea when they will be back in stock. This is been a horrible experience. We even paid for and extended warranty. We were bummed we bought this elliptical. My advice would be to buy an assault bike from Rogue Fitness. PS. I would give this elliptical a 0.1 star if that were an option. I am not trying to be mean or discourteous. I just want people to truly know our experience. If we had known this was going to be the level of customer service we would receive if an issue arose, we would not have bothered to give them any business. Buyer beware.

S
3 years ago

This is perhaps the least customer-centric company...

This is perhaps the least customer-centric company on the planet. Sales is great, but pray you do not need service after the sale. The company is impossible to reach by phone. When you have a corporate office where you can't reach an operator that is the best indication they do not care about their customers. I waited in a 90 minute phone que on one occasion only to get a non-responsive employee who didn't care about my problem. Avoid ICON Fitness & Health, and their subsidiaries such as Nordic Track, you will regret it if you do not.

M
3 years ago

Purchased a rowing machine over a month ago and ha...

Purchased a rowing machine over a month ago and have not been able to use it. I have tried so many times to get through to the company with no success. I am returning it , thankfully I purchased it through AMAZON and they have tried to assist me, amazon recommendation is to return the machine . I would never recommend purchasing anything from this company

J
3 years ago

Horrendous customer service due to insane hold tim...

Horrendous customer service due to insane hold times. Quality of their Nordictrack products is abysmal. Purchased a $1000 Grandtour bike that is barely usable. Spend the extra money and go with another brand.

R
3 years ago

GOOD LUCK GETTING SOMEONE TO ANSWER THE PHONE AT I...

GOOD LUCK GETTING SOMEONE TO ANSWER THE PHONE AT ICON AND PROFORM! CHATTING ONLINE WITH THEM IS ALSO A JOKE! WASTED MY TIME TRYING TO TALK WITH SOMEONE..... NEVER AGAIN! ICON/PROFORM JUST LOST A CUSTOMER!

S
3 years ago

I had 4 treadmills over a 4 month period and they ...

I had 4 treadmills over a 4 month period and they all broke with the last one they just told me to keep. Could even get 200 miles total on the 4 of them before they broke. Their terrible reviews, numerous lawsuits against them and virtually every Better Business Bureau in the country gives them a D or F rating. Run don't walk from this company. They should be put out of business.

L
3 years ago

Dismal customer service. Impossible to reach any...

Dismal customer service. Impossible to reach anyone on the phone. Sent emails that have repeatedly gone unanswered. Have had issues with my lemon of an elliptical now for 4 years, but have dealt over and over with poor excuses and crappy technicians. Don't waste your time or your patience. This place is a shady company pulling over a total sham.

D
3 years ago

Customer service is a joke. They don t respond to...

Customer service is a joke. They don t respond to emails. Also, no confirmation email after ordering, no shipment notification email, and no tracking info email.. $28 to ship a small replacement part that took over 2 weeks to receive.

M
3 years ago

They will keep charging your credit card for their...

They will keep charging your credit card for their services even after you have canceled. This is the second year, this has changed my card I am still have not received credit back for the unauthorized charge. Beware!

C
3 years ago

Horrible!!!! They sent me a broken elliptical and...

Horrible!!!! They sent me a broken elliptical and to get someone on the phone took several hours. Finally when I insisted on returning the product, they insisted on charging me $250 dollars to remove it from where they initially set it up. HORRIBLE!!! BUYER BEWARE!!

B
3 years ago

I never write reviews, but I couldn't let this one...

I never write reviews, but I couldn't let this one pass. I tried to get a part for my equipment and all I got was the run around. By far the worst customer service I have ever received in my life and its a long life. Bill

C
3 years ago

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.

S
3 years ago

Debi, who is the billing and service manager for I...

Debi, who is the billing and service manager for Icon Fitness, is the rudest agent I have ever had the displeasure of speaking to. She was disrespectful, and does not care about the customers she talks to.

As you can clearly see from the comments, Nordic track does not have the most reliable, high quality machines; they will need service. As a customer of such a high ticket item as a treadmill, I would expect when I have to call for that inevitable service, I won't have to speak to such an offenively ill-mannered, unprofessional, and condescending agent (after a 2.5 hour hold time at that). I will invest in a Peloton for my next bike and treadmill purchase. Avoid Nordic Track at ALL COSTS

9
3 years ago

Terrible service, can get ahold of techs, they con...

Terrible service, can get ahold of techs, they contracted out to a company that took a week just to tell me when they could come out to set up my treadmill. They charge me $180 to have a treadmill set up and they can't even tell me when they are coming after a whole WEEK! F**K THESE PEOPLE.

S
3 years ago

Good luck getting anyone to take your phone call w...

Good luck getting anyone to take your phone call when you call. I finally got through to the operator and she would say she was transferring me but then would just hang up. Eventually I couldn't even get through to the operator, it just keeps hanging up on their end. Terrible customer service.

J
3 years ago

I paid for a bike, They shipped a broken bike, pic...

I paid for a bike, They shipped a broken bike, picked it up, and refused to give me my money back saying. it was fraudulent b/c i paid in MI and had it shipped as a gift to my parents in NY. please contact my cc company, who knew nothing about or had a problem with my transaction. they are the frauds!!! still going on 3 months without my money back

S
3 years ago

My husband bought a Nordic Trac X22I. Hadn t had i...

My husband bought a Nordic Trac X22I. Hadn t had it 90 days and the fans would not cut off. Now the treadmill stops mid workout for no reason,. Fans have now been on back order for over a month . Left messages with customer service Supervisor Vickie L. numerous times along with numerous emails with no response.When I call back I am on hold for 45-60 minutes and nobody answers. I just want the treadmill fixed or replaced. I paid 3k for it and can t use it. Very disappointed customer.....

J
3 years ago

If you wish to speak to a live person. Go not buy ...

If you wish to speak to a live person. Go not buy their products. If you wish to use their products manually do not purchase their products. If you do not want to subscribe to their fitness service do not purchase their products. If you want to be forced to provide credit card information to unlock their machines to be able to use it then buy their products. Telephone customer service is horrible. You must go through an entire registration process BEFORE you call and get put on hold. 52 minutes and still waiting. CUSTOMER SERVICE IS TERRIBLE

B
3 years ago

The only thing worse than their products is their ...

The only thing worse than their products is their customer service. And believe me when I say their products is pure rubbish. While their service reps might keep you entertained for days and even weeks with excuses the end result is underwhelming so say the least. Save yourself the headache and buy something else.

C
3 years ago

I wish I could give this business zero stars. I ha...

I wish I could give this business zero stars. I have been waiting since February 2020 for a part for my Nordic-track Treadmill that is only 1 year old and under warranty. I have been told 4 different times that the part was being ordered. I have heard I m sorry, I m sorry so many times but here it is July 1st and the part hasn t even shipped yet. It is absolutely ridicules and I WILL NEVER purchase another product owned by ICON Fitness. If you are reading this and have not purchased yet, STOP...DO NOT DO IT.

Really wish someone from higher up in the company would reach out to me. These people that work on the ground level customer service have absolutely no idea what they are doing and are not even component enough to order a simple part AFTER they realized they made a mistake.

H
3 years ago

I bought a unit that had defects including the int...

I bought a unit that had defects including the interface of the spin wheel. 3 pieces were to be sent to me. I got one, that some time later, I got the other, and I called in between. About a week and a half ago, I called on Thursday, and asked to speak to a supervisor. I detailed my total frustration, and I was promised since the supervisors left at 5pm, one would call me on Friday. No one called.

I called Monday, and finally spoke to a supervisor. She told me she would need to check to see if the part was in the warehouse or when it would arrive. I demanded that I wanted to know by the end of the day, or I would commence legal action. This did not sway her and in fact, she got defensive. I also said that unless I received an answer, I would contact the CEP, David Watterson. I soon got an email that the part was unavailable and I would hear from the resolution department within 10 days.

I wanted this expedited, but was told it is not fair since others were waiting through the process. Is the company so screwed that one cannot reach this department directly and/or there were so many complaints. I have the defective unit for 2 months, and dealing with this folks is worse than pathetic. Long on promises and short on action.

This supervisor tried to distinguish herself from the others saying I never dealt with her before. I explained to her that this was a phony attempt. She is an employee of ICON and I hold her as such.

I tried to call David Watterson's listed number but it was not working.

R
3 years ago

Have tried to get through a several months about a...

Have tried to get through a several months about a warranty issue with my treadmill, 0 response through emails & service requests and after waiting 30 plus minutes on hold multiple times I have given up. Save yourself the trouble and purchase from another company that will back their product and actually honor the warranty. The worst customer experience I have ever had.

Update, I called the return department in Ogden just to see if I could get through to a person and Ron (Manager) said he would fix the issue, his technician Santiago came to my home with his team and did an amazing job! So my advice is to call the wrong number (return department) and ask for Ron or Santiago, they should be running the customer service department as they understand how communication and customer appreciation works. I'm going to give 3 stars instead of one because it took me several months to get through and after calling the wrong number I got a solution. Ron & Santiago saved the day (they deserve 5 stars). Icon, give these guys a raise & put them in charge as its been the only positive experience in my purchase and ownership of your product.

S
3 years ago

Do NOT purchase from this company. Do NOT trust th...

Do NOT purchase from this company. Do NOT trust their stated warranty. They will NOT replace/return your equipment as clearly stated on the user's manual. "Parts and electronics are warranted for five years from the date of purchase." As stated in all the poor ratings, customer service is a joke. After three months of incline issues, multiple HOURS on hold, trouble shooting, a full console replacement, service tech visit, nothing has been resolved. iFit says that it is service/parts problem and service/parts says it is iFits problem. DO NOT DO BUSINESS WITH ICON - the experience is HORRIBLE

J
3 years ago

This is my personal favorite gym in town. I prefer...

This is my personal favorite gym in town. I prefer using this gym instead of the base gym. It has a movie cardio room, plenty of weight lifting stations, a multi purpose crossfit room, excellent staff, and a no pressure atmosphere for beginners. And it's open 24 hours. You can get certain supplements and shakes here too. Whatever fitness goal you have can be realized at this gym. Highly recommended.

C
3 years ago

*WARNING - DO NOT BUY FROM ICON* - If you are able...

*WARNING - DO NOT BUY FROM ICON* - If you are able to purchase through any other seller, do so. The worst customer service (or lack thereof) I have ever experienced. Check their rating on BBB for further proof. I tried canceling a part I ordered because it was taking over a month to even get a order status. I was sent from customer service to their returns department who said I needed to talk with customer service. 90 minutes later.... I was finally able to get my order canceled, but no confirmation of the cancellation... I was told I have to make sure my card doesn't get charged. Thanks ICON. Very professional.

c
3 years ago

HORRENDOUS customer service! Their idea of "servi...

HORRENDOUS customer service! Their idea of "service" means putting the caller on hold -- permanently. I don't know if they even have any humans working in customer service. Their business practice seems to be: wear down the customer until that person is totally out of patience and gives up any hope of trying to get satisfaction from these people. It apparently pads the profits of this corporation.

J
3 years ago

I wish I read these reviews before ordering a trea...

I wish I read these reviews before ordering a treadmill from this company. The treadmill I ordered does not work properly, shakes like an earthquake and squeaks like crazy. You are either on hold for HOURS or your email on the need for service is not answered. NO RESPONSE. HORRIBLE customer service. Do NOT purchase from this company. I am going to dispute the charge on my amex and put the machine on the curb.

r
3 years ago

They should get zero stars. I bought a Proform Tou...

They should get zero stars. I bought a Proform Tour de France bike from them and after a year of not very heavy use the console went down from one of their updates. The online instructions on recovering it made it worse. I sent an email explaining the situation and someone sent an email back telling me to call their customer service line. After hours on hold I finally talked to somebody who sent me an SD card that was supposed to fix it. I had to tear the console apart to get to the place that the SD card goes (she told me it just plugged into the back of the console) and after following the instructions to the T I now have a dead console. Don't under any circumstance buy anything from ICON. Notice how some "local guides" give them 5 stars and everyone else gives them 1 star. Hum, kinda fishy!

A
3 years ago

Warranty is bogus. Workers must be very depressed ...

Warranty is bogus. Workers must be very depressed because they sound very sad on the phone. Either they were just yelled at by the boss, or something is rotten there. Equipment is okay, isn't that well put together. I had an elliptical and it broke within 2 months. Better off walking outside.

T
3 years ago

Horrible experience. Purchased a bundle that inclu...

Horrible experience. Purchased a bundle that included a warranty. Icon was to refund part of the bundle, had not after three months and would not return my calls, so I disputed PART of the charge. Credit card company confirmed that in writing. Icon credited back and revoked the credit for several strange amounts after the dispute. One year later, my machine needs repair, and their position is the warranty was voided when I disputed the charge. Now - no one will respond to me AT ALL. This incident was the last of a long string of really bad conversations with them since purchasing my NordicTrack machine.

a
3 years ago

There are no words......I wish there was a negativ...

There are no words......I wish there was a negative 500 star I could select. Sooooo many things that don't make sense about ifit's monthly subscription fittness tracking software. Just had a chat session with an ifit representative....he was incredibly rude and then ended the chat even though I was in the middle of typing my next reply. Have had many multiple bad experiences with this company. I can't imagine how they stay in business.

J
3 years ago

I purchased a ProForm SmartPro 5000 treadmill made...

I purchased a ProForm SmartPro 5000 treadmill made by this company in November of 2018 from R.C. Willey's. It had issues with the walking belt slipping when on incline. Followed the instructions in the user manual to tighten the belt. Once I had the walking belt as tight as it would go it held, for a couple of workouts. I called ProForm (Icon Fitness) customer support and was told that I needed new roller adjustment screws (didn't make sense to me, but they are the experts right?) . After two weeks the screws came, I replaced them. Not too hard, however the new screws were exactly the same as the old ones.

I put the machine on incline and stood on the walking belt. I the belt immediately started moving backwards. I called again, this time they sent a new motor, new belt rollers, and a new deck, and technician came out. When I described the problem to the technician he immediately told me that while the machine will go up to a 15 degree incline and the pre programmed workouts automatically go to a 15 degree incline, the machine as a whole, specifically the motor and control board, are not designed for it.

According to the technician, who is a 3rd party contracted by Icon Fitness, in order for a treadmill to function properly at any incline over 12 degrees the motor has to have built in braking and stops, otherwise the belt/motor will slip from the force of gravity on the walking belt. So even though your console says you should be doing 2.5 MPH, you will likely be jogging at 5-6mph to avoid falling off the back of the walking belt.

I find it hard to believe that the product design team at Icon does not know this. After reading several exposes from former employees it appears to be that the philosophy of Icon fitness is that the product only needs to work long enough to get outside the 90 day warranty period, or delay service until the warranty period expires.

By now I am well outside of R.C. Willey's return period and since the product is not built to do what it claims to be able to do I just want my money back.

I called Icon Fitness and their attitude is that the machine is working as designed and any returns would have to go through RC Willey's

Do Not Buy Any Products built by Icon Fitness including but limited to the brands of ProForm, Golds Gym Fitness Equipment, NordicTrack, Weslo, Cadence, FreeMotion.

A
4 years ago

Received a broken bike, spent hours trying to get ...

Received a broken bike, spent hours trying to get a replacement part sent. Received part and still did not fix the problem. Request a return since bike never worked. Was told I would be provided a refund but had to pay shipping fees. Debbie in returns is useless, rude and disrespectful. Numerous errors will billing as well. Not a customer friendly company at all! BUYER BEWARE. Spend the extra money and buy a Peloton!!!

T
4 years ago

Poor-Fair is being really nice. Where do I start?...

Poor-Fair is being really nice. Where do I start? We bought over $7,000 in equipment from them, and buying it was even difficult! I couldn't get ahold of my sales rep so that process took 2 weeks. Then, their shipping logistics is so incredibly inefficient that they have 1 shipping option and have no option to expedite. For awhile, I no one could give me the status of my order. When it arrived, weeks later, one of the ellipticals was broken and scratched up. Then I had to call customer service...what a treat. They sent it extra slow delivery method again, handing it off from UPS to USPS and had no delivery confirmation. They apparently "delivered" it to our building but have no proof of anyone actually signing off on it. So then we called the totally disconnected customer service department...but wait...their call center was on a company wide lunch break! So we called again when it was convenient for them and they reshipped the part, again slowly. It arrived 4 days after the tracking information said it would be here. Guess what? Yep, wrong part. They sent me a disassembled version of the part I needed, without the bearings. So I am spending another hour on the phone with customer disservice today to have another one snail-mailed out to us. This is border-line BBB reporting.

Please read this review and avoid this company at all costs.

A
4 years ago

Most horrible experience ever. Still without my el...

Most horrible experience ever. Still without my elliptical for 6 weeks & counting because they keep sending me the wrong part & charging ME over & over for sending the wrong part. Can't understand how they are still in business. Horrible & they don't care that they've caused me so many problems. They are fraudulent & give you a fake name so you can't call back & talk to the same person. Stay away!!!!!!

C
4 years ago

I had an excellent experience with ICON Health and...

I had an excellent experience with ICON Health and Fitness. I would say that they went well above and beyond in order to assist me with my fitness purchase. I look forward to ordering more stuff for my gym from them!!!

S
4 years ago

I made the mistake of buying a Pro Form treadmill....

I made the mistake of buying a Pro Form treadmill. Made by ICON. A nightmare to assembly, the instructions have actually missing steps. How hard can it be to write the instructions to assembly. Tried to call them, on hold for over an hour before I hung up. Tried to chat, another wasted hour, filled out a webpage request for help. NADA.
Customer service is the pits.

T
4 years ago

This company is a joke. Their equipment is junk q...

This company is a joke. Their equipment is junk quality and way overpriced for the junky quality of exercise equipment and junky customer support. I have had a treadmill worked on 9 times this past year. They are constantly throwing parts at it thinking a non-fixable problem will get fixed. Some of the parts they send are already broken so the repair man has to come back. Their extended warranty company UTS is a big joke. They do not care that people pay 2000$+ for a piece of exercise equipment which sits and sits because it is more broken than useable. Stay away from this company and their brands NordicTrack, ProForm, Weider, Gold's Gym and FreeMotion Fitness. Their fitness technology brand I-Fot including WiFi-enabled fitness equipment and fitness wearables, iFit. The company also has a running and trail shoe brand named Altra footwear. All of it is garbage. Contact the Federal Trade Commision, Attorney Generals Officer and the Better Business Bureau. Icon Health and Fitness cannot get Better Business accredited because their ratings are so low. You will see, check it out on the BBB website under Icon Health and Fitness.

J
4 years ago

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.

A
4 years ago

Read all the other reviews. My experience has been...

Read all the other reviews. My experience has been similar. Bought a pro-form treadmill from Amazon ($1k), starting making noises, noticed belt shavings and machine slowing to a walk after 2 months. Customer service puts me on hold for 75 minutes and then says I have to call back once parts arrive. This kept going on for 4 months until I gave up. Worst company and customer service and products. DO NOT BUY PRO-FORM or anything from ICON fitness.

This company is also a patent troll and tried to sue Octane Fitness and lost and paid all attorney fees because courts ruled their suit was FRIVOLOUS, there were only 2 judgements so bad. See their wikipedia article.

P
4 years ago

THIS IS THE WORST CUSTOMER SERVICE EXPERIENCE THAT...

THIS IS THE WORST CUSTOMER SERVICE EXPERIENCE THAT I HAVE EVER HAD IN ANY ONLINE PURCHASE! WE HAVE PURCHASED 2 PREVIOUS NORDIC TRACK TREADMILLS AND HAD NO IDEA THAT NORDIC TRACK HAS NOW ASSOCIATED IT'S PRODUCT WITH A COMPANY WITH LOW STANDARDS IN CUSTOMER SATISFACTION AND OFFERS NO SUPPORT FOR ISSUES OF A FAULTY TREADMILL. NONSTOP DELIVERY WAS THE MAJOR FRUSTRATION GIVING AN UNACCEPTABLE POOR LEVEL OF CUSTOMER SERVICE. A COMMUNICATION ERROR DELAYED OUR DELIVERY AND NOW THAT WE WANT TO RETURN IT THEY ARE PLAYING A GAME HAVING US WAIT ALL DAY FOR A RETURN PICK UP THAT NEVER HAPPENED. THIS TRANSACTION WAS A PURCHASE NIGHTMARE AND NOW IS A DISPUTED CLAIM. WE ACTED IN GOOD FAITH -WE WANTED THE TREADMILL AND WE TRIED TO GET BOTH COMPANIES TO DO THE SAME. BUYER BE WARE!!! I WOULD NOT RECOMMEND USING EITHER OF THEM.

R
4 years ago

I bought one of their top of the line treadmills, ...

I bought one of their top of the line treadmills, the Proform 2000, worked fine for 2 years until the belt suddenly got twisted. Just unable to get someone on the phone who can fix the issue. Long waits on the call, and when you get to someone, they xfer to another . Terrible customer support. Price one pays for low cost equipment .

A
4 years ago

I am deeply disappointed in the customer service f...

I am deeply disappointed in the customer service from Nordictrac. It has been six weeks since I paid $2k for a treadmill that arrived broken. It is ridiculously hard to get anyone on the phone. When I have, it doesn't help. The agents are prickly and unhelpful. If I don't have resolution today I'm stopping payment. Save yourself the trouble and get a different treadmill.

J
4 years ago

I worked at ICON on the factory floor for nearly a...

I worked at ICON on the factory floor for nearly a year. Definitely not a shamby job we do in there. My dad bought a top-of-the-line treadmill from our factory when I worked there 2 years ago. It's held up under my dad's moderate use and we've had no problems.

The work there, however, was pretty dismal. The 12 hour shifts six days a week were pretty tiring and that's normal for them.

B
4 years ago

Purchased a Nordic Track bike. Shortly after the ...

Purchased a Nordic Track bike. Shortly after the return period the bike started having issues connecting to wifi (no other devices were having issues). The pedals stick at random locations making the bike awkward to ride and cannot be riden in an out of the saddle form. The resistance changed one day, along with how it calculates distance from RPM's and resistance. Called customer service, was asked to email pictures, never heard from that representative again. Called again, next representative promised me a refund, was told the next day by billing and returns that I would not get the refund. Called the girls manager who said I needed to have service out, did this, service admitted and noted that the machine will not function as intended. By the time service came twice and couldn't fix it, I went to BBB and requested audio of the phone conversation but they said it had been too long and they no longer have the recording since I was trying to work with them. They will not provide me a functioning bike or refund so I have a $1500 piece of junk in my basement. Do not buy any Nordic Track product, they do not stand behind their products.

C
4 years ago

My treadmill failed within months of purchase and ...

My treadmill failed within months of purchase and customer service is as bad as the other reviews state. Also I should mention that not all the features work on the treadmill as advertised and as stated in the owners manual. BUYER BEWARE-SEVERE QUALITY CONTROL ISSUES and I'm suspicious that Icon/Nordictrack moderatestheir reviews. There are other treadmills out the there so please don't make the same mistake that I made.

R
4 years ago

Terrible product quality backed up by the worst cu...

Terrible product quality backed up by the worst customer service in the modern world....worse than all US airlines! Worse than US Postal Service! Worse than IRS or DMV! These people sell bad quality, including broken part delivered on new equipment, and laugh when you want it fixed under warranty!! You have to fix their quality problems. Choose other brands and companies!!

J
4 years ago

Recieved a defective used looking piece of equipme...

Recieved a defective used looking piece of equipment. Pick up and return was no problem. Getting the refund however wasn't possible. Had to go through Discover card and create a dispute to get my money back.

I would advise anyone having a problem getting a refund with in the UTAH 30 day limit or any other acts of deceptive practices contact and file a complaint with the UTAH attorney general.. They currently have a case pending for deceptive practices towards consumers. I have just been contacted by the UTAH general and asked to testify via telephone since I live in TX and if It hadn't been for my Discover card doing a charge reverse since Icon refused to answer the dispute on the returned purchase I would never have recieved my refund.

M
4 years ago

Beware... They tried to auto charge my credit card...

Beware... They tried to auto charge my credit card one year after i removed my auto subscription actually they tried to double the charge. nobody answers phone. Thank god Chase caught Fraud...Consumers Beware..plus their equipment is cheap. Broke 3 months after buying.

W
4 years ago

TERRIBLE!! I BOUGHT A BRAND NEW ICON TREADMILL IN...

TERRIBLE!! I BOUGHT A BRAND NEW ICON TREADMILL IN JANUARY AND IT HAS NEVER WORKED PROPERLY. I AM ON HOLD RIGHT NOW WITH THE HELP DESK FOR THE 10TH TIME. 35 MINUTES AND STILL HAVEN'T GOTTEN TO A MANAGER.

DO NOT BUY FROM THIS COMPANY.

...STILL ON HOLD BY THE WAY...

L
4 years ago

Been on the phone on hold for 2 hours. Spent so mu...

Been on the phone on hold for 2 hours. Spent so much money on a treadmill that came with the console smashed in. They were suppose to send a new one. Now they are booked and busy and can t speak with anyone. No treadmill or a refund.

d
4 years ago

Typical terrible Warranty customer service. I emai...

Typical terrible Warranty customer service. I emailed them twice with no response. Long wait time when calling no matter when I called.
They make you jump through troubleshooting hoops (I had to take apart my treadmill console to look at the wires.) Basically made me do troubleshooting a trained technician would be best suited for.
They pulled the standard ,"call us back at THIS number and you'll get through direct-" and another 15 minute hold. I gave up on the phone after the recorded audio suggested using their customer online chat. Then waited some more...
Finally, got someone willing to help, kinda. She is sending me a new console for the treadmill, but I now have another 1800 number to call to set up service. After all this I can't imagine this number to be much better.
I bought this Warranty through Sears when I bought my NordicTrack treadmill and it was a $250 warranty for 3 years. They make it so obnoxious to try to use the warranty that I wouldn't be surprised if it is designed to deter people from seeking the help through to the end so that they can just keep the money without doing much.
I understand them trying to save their resources, but I didn't spend mine so that I could spend 3-4 hours of my own time doing someone else's job.
If this is the extended warranty I get with a NordicTrack I will certainly rethink ever getting one again.

S
4 years ago

Terrible service! Terrible product!

Terrible service! Terrible product!

I bought a brand new NordicTrack Commercial 1750 treadmill in March. The walking deck broke in July. They took almost two weeks to send a replacement. When it arrived, it didn't have all the parts needed. It took 5 days to get on the schedule of a local service tech to fix the problem. When they finally came out and opened the replacement part it was broken. Now they are telling me they are indefinite backorder and have no idea how long it'll take to get a replacement to the replacement. Wait times are terrible and good luck getting anyone on the phone. Avoid these guys like the plague.

B
4 years ago

Always loved their products. Bought a new treadmil...

Always loved their products. Bought a new treadmill over 1100.00 . Put together. Motor was cranking. Tried to call customer service but they said I had not registered that phone so they would not take my call 3 times. Boxed up. Called their return dept. waited 52 min for them to tell me they are charging me 300 for the return 24 hrs later since I didn t call customer service. Explained that I did and they would not accept the call. Tried email and no help will never buy from them again and will let everyone know not to purchase from them. This is poor business

C
4 years ago

I bought a ProForm elliptical machine used. It lo...

I bought a ProForm elliptical machine used. It looked very sturdy but was missing a part. I was able to go onto the ICON web site and find the part and called customer service. They were very helpful and as it was a minor part they sent me one as a complementary gesture as a new owner. Seems like they understand customer service and support.

D
4 years ago

I was having a proving with the incline returning ...

I was having a proving with the incline returning to a level position for over two monuths. Called to get it repaired the Tech that came noticed the cracked frame did not do the repair do to the cracked frame which automactically would cause for a replacement macine base on lifetime warranty. I asked if I could dust it off he siad don't worry it's not a big deal. However due to the dust and what they say was a spot of rust on the bottom of the machine they voilded the warrenty and I got nothing no repairs nothing. ... As a disabled combat Army veteran I suffer from injuries I got during a patrol in Iran as a US Army Ranger. I use my tradmill because I cannot be around large amounts of people. Nordictrackwas an excellent solution for me and helped me in my treatment. When I called for repairs the tech found a crack on the fram and said Nordictrack would replace the machine with its lifetime warranty. he took picturs of the cracked frame and the said I failed to maintain the machine saw rust on the bottom of the machine and therefore voilded my warranty. I ask for an exception to this policy and they replace the treadmill. I have proudly given ** years of my life to protect the freedom of the US citizens gotten shoot four four time and on this last engagement drove over and IED which was the one that incapacitated me or else I would still be out there with out hesistation. I hate to say this and I don't beg but have compation and a little pride on what the people in the military suffer without a wimper and for this one time do the right thing and replace the machine. I will sign a document which would obsolve you of any further warranty. Show you care and that you support those that protect you.
The machine is used in my secound beroom so I can watch TV during my use of the Tradmill. I moved it with some friends to the garage so the tech would have room to work with the machine which was under the machine. while it sat there it got dusty. with the dust they said I was not maintaing the machine I asked how could dust impede the fuction of the machine. do cars that get muddy stop working?
Simply live up to the warranty and if you feel I am a liabelity. I will sign a waiver to forgo and future warrenty or repairs.
I paid in full I maintain the machine as if were new thats what we are thought in the military and that's what I do. I recommed this company to all that want to start to lose wight and an at home exercise regiment.
I called everyone including the corporate office, I never once low my temper I know that would not accomplish anything. The higher I went I would of expected that person like in any company would have the authority to make an exception. all I got was a broken record. These are expexpensive machine almost like buying a used car. I lve on a very low fixed income the one I purchase I recived donations from friends and the VA thats the only way I was able to get that treadmill. No one seemed to care or have the time to point me in the right direction to the person that can make that call. I write only to get no respose. I have made a BBB compliant perhaps I may get a resolution that way but from what I have seen they stick to there guns and customer satisfasctions doe'st seem to be a commetment to them. How sad for all of us.

S
4 years ago

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.

S
4 years ago

Quality of product--poor. Bought a Proform Ellipt...

Quality of product--poor. Bought a Proform Elliptical and the steel shaft connecting the pedal to the base split. The part was defective, and they expected me to pay for the part and a service charge.
Do not buy anything from ICON HEALTH AND FITNESS.

P
4 years ago

nordic tract changes prices dramatically all the t...

nordic tract changes prices dramatically all the time burning people who already bought.

their customer support departments are so fragmented you can't ever get someone to resolve a problem.

their shipping department in florida, Estes, is as lost as a goat in New York City.

This company is good at doing everything wrong.

About Icon Health and Fitness

Icon Health and Fitness is a leading health and fitness technology company that has been revolutionizing the industry with its innovative products and services. The company's proprietary software, engaging content, and cutting-edge hardware have made it the world's foremost health and fitness technology company.

iFIT, Icon Health and Fitness' flagship product, is an all-in-one fitness solution that combines personalized coaching with interactive workouts to help users achieve their fitness goals. With iFIT, users can access a vast library of on-demand workouts led by world-class trainers from around the globe. These workouts range from high-intensity interval training (HIIT) to yoga, Pilates, strength training, and more.

One of the key features of iFIT is its ability to personalize workouts based on user preferences. The software uses machine learning algorithms to analyze user data such as workout history, fitness level, age, weight, height etc., to create customized workout plans tailored specifically for each individual user.

In addition to personalized coaching and interactive workouts through iFIT app or equipment like treadmills or bikes equipped with screens for streaming classes in real-time or on-demand; Icon Health & Fitness also offers a range of other products designed to help users achieve their health goals.

For example: NordicTrack Commercial Series Treadmills are built with powerful motors that can reach speeds up 12 mph while inclining up 15% grade which simulates outdoor terrain making your indoor workout feel like you're running outside! Additionally they offer Incline Trainers which go up 40% grade allowing you burn more calories than traditional treadmills while building endurance faster than ever before!

Another popular product offered by Icon Health & Fitness is ProForm SMART series ellipticals which feature adjustable stride lengths so you can customize your workout experience based on your height or preference. They also come equipped with touchscreens that allow you stream live classes from top trainers around the world!

Icon Health & Fitness has been at the forefront of innovation in health and fitness technology since its inception over two decades ago. With a commitment to providing cutting-edge products backed by exceptional customer service; they have become one of the most trusted names in this industry today.

The company's dedication towards creating high-quality products has earned them numerous awards including "Best Buy" awards from Consumer Reports magazine for several years running! This recognition speaks volumes about their commitment towards quality assurance as well as customer satisfaction.

In conclusion: If you're looking for an all-in-one solution for achieving your health goals then look no further than Icon Health & Fitness! Their innovative products combined with personalized coaching will help take your fitness journey to new heights!

Icon Health and Fitness

Icon Health and Fitness

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