Simply a terrible company. They seriously hurt the Made in U.S.A idea. Long hold times, customer service that really doesn't have a clue about there product. Horrid, Horrid, Horrid. I simply cannot place a lower grade on a company. These guys make China product's look top of the line. I just can't even imagine anyone even being in business with this kind of service and products.
Horrible horrible customer service. I ordered a treadmill from this company TWO Months ago and have been trying to contact them about INCORRECT assembly instructions (ridiculous!) by email phone live chat online request forms...multiple times. Have gotten automatic acknowledgement of my complaint with the promise of someone reaching out...but no one has.. over the past two months!!! I have never had this experience with ANY company, let alone a company that I shell over several grand for one of their products.... as soon as you purchase from them, they have NOTHING to do with you.
You will be sorry. This same company makes Nordictrack, HealthRider and ProForm and so you will always be funneled to the same terrible sales and customer service. Can't summarize everything, would take too long but in short: ordered HealthRider, they charged credit card, it never came. We called to ask they said "Surprised anybody sold you that, we don't have any." They tried to substitute a Nordictrack but we said two of ours broke and they had terrible customer service (technician came twice, wrong parts twice $$$$) and we wanted a different company/machine. (We didn't know it was the same company.) So then they subbed it out for a ProForm. ProForm came, company assembled it wrong, I've been on hold ever since with someone who couldn't find order, can't send me the warranty I purchased, etc. 4th call today: this call holding off and on for one hour, 22 minutes, 43 seconds. On the other phone I reached someone from corporate and they are helping.
Poor poor company to work for! Fired many people with only a couple days notice
Showed up for a job interview about 7 minutes early. Waited where I was supposed to til about 20 minutes after the scheduled time with nobody coming to meet me. Called and left messages multiple times with no response. Finally got a hold of them a few days later only to find out the job is no longer available. GG
Horrible customer service. The management is a joke. Commitment s not kept. A chargeback is looming. Use caution with this company.
Proform lied to me when they were selling me my treadmill they told me that it was for parts to put together and that if I paid for the insulation then I was going to have to have my treadmill installed together outside and then bring it into my house by myself which is this thing is really heavy.
I would give a zero if I could or no star rating. However I had to put a one in order to leave this review. I was lied to, and it has taken more than three hours to put this treadmill together.
I m not impressed Proform. Especially because I live in Utah and this treadmill was manufactured here and I didn t get it until two weeks after and it had to be shipped from California.
I received my treadmill without the iFit module because I decided to add the iFit membership/wearable after my original purchase. I contacted Clinton in customer service and he replied immediately, sent the module to me and I received it in less than 1 week and he added a free year membership for me fory inconvenience. Exceptional customer service.
If you are looking for the worst customer service ever, stop now, you've found it! Don't be fooled by the promptness of the sales team to sell you the equipment. When I received my elliptical, it looked as though it had literally been dropped from a plane on my doorstep. I immediately called Icon Fitness to let them know. I was routed to a support line queue that had me on hold for 90 minutes. That alone was enough for me, I was returning my equipment. They sent me out a box to repack the trainer. However, the box they sent me was smaller than the original by about 30%. I had to disassemble my trainer even more than it was originally to fit it into the box. The instructions for the return then had me call the returns line to let them know that the item was ready for pickup. This call resulted in me waiting over two hours to speak with someone. My elliptical trainer was picked up March 15, I have had to call Icon Fitness seven times since it's pickup to find out what was going on. UPS freight tracking had it sitting in Austin Texas for over a month. I sent multiple emails that received no response. The last thing that I heard was that they finally had the elliptical trainer, and that I could expect my refund in two to four weeks. Absolutely ridiculous!!!!
This is the transcript of an e-mail that was sent to ICON Health & Fitness customer service department. This is absolutely the worst customer service department with whom I have ever dealt.
Your "Customer Service" is an absolute JOKE!
How long does it take to get these "replacement parts" on a BRAND NEW, JUST-OUT-OF-THE-BOX weight bench?? It has been OVER 3 WEEKS since I filed my initial complaint. How much longer do I have to wait to use this product for which I have already paid??
This is the first product that I have ever ordered from your company and I assure you that it will be the LAST! I have had nothing but problems with this product ... several pieces were damaged in transit and had to be straightened out with a wrench ... and the pieces referred to in my earlier e-mail were damaged beyond repair. I can no longer say that I am waiting patiently for these parts - please be so kind as to advise when they will be sent.
Sincerely,
Kevin A. Hennessey
This is the MOST AWFUL company to deal with!!! Don't purchase anything from them! If you have any issues at all you will be kept waiting on the phone for a very, very long time! 30 minutes for one of my calls, others have been a minimum of 15 minutes. And they don't resolve the problems you have! Mine was a damaged elliptical - I wanted a refund. I'm still working on getting my refund for a product I purchased on February 16. Today is March 9, 2015.
Absolutely awful experience. They do not even deserve 1 star. Cannot get anyone on the phone. Techs they have sent out are a joke and don't know what they are doing. I will never buy anything from this company ever again. There is a certain level of customer service expected when you are paying thousands of dollars for a piece of equipment. If it was worth suing them I would. Buyer beware....
WORST COMPANY EVER. Received x11i in Jul, motor burned out in Jan. Looks like downtime on machine will be in excess of two months. Customer service is the worst, they will string you along that the out of stock part will be ordered soon, which it is not, and the managers never take calls. Looking at previous reviews of this company, this is normal operations. Do not buy anything from this company!
Nordic track, absolutely the worst service ever, maybe not the worst because they never answer the phones, unless you are buying a machine or service plan, so they do nothing which may be better than making it worse. I am trying to return the product, they tried to sell me a service plan but since they have none why should I buy it. They could not understand that. The salesperson connected me to the service department, I told him if they answered in 20 minutes I would buy a contract but he had to wait on hold with me. He would not do that so I hung up. I suggest if you are thinking of buying call the service department first and if that does not make you go elsewhere I do not know what will.
Called customer service to help with treadmill issue....CSR was very short and not interested in trying to help. Will not purchase ANY ICON brands.... Nordic Track, ProForm, Gold's Gym, Weider, FreeMotion Fitness, Weslo. Please don't make the same mistake I made.
HORRIBLE!!!! WORST EXPERIENCE OF MY LIFE!! I bought my parents a machine for their wedding anniversary and it has broke many times. Parts take forever and costumer service is unreliable. I cant believe I spent so much on a product as a gift and it couldn't be used or last long. Now its just taking up space. I wish someone could help me better but they said there is nothing they can do. Now I have to buy another machine. I know who not to buy from.
This business should receive no stars from me, ( but they had to receive one, or you can t post) and this is why. I am on my 9th month of waiting for a repair to be completed with an elliptical. Yes, that is correct, 9 months! Countless calls have been made to them and still the promised part has never been mailed. They are not worth the trouble, go somewhere else for service. I have never experienced anything like this company. Done!
This is an addendum to the review. An ICON representative called me back and it turns out the technition had been wrong on all of the parts and sent a new tech out and he fixed the problem within an hour! They did apologize and I may have been just one of those weird situations, however; when you email the CEO and he doesn't respond, you have to wonder if the problem isn't REAL and starting at the top.
Pro-Form is still going strong. 694 miles and 179 hours added in 2016. That is 70 more miles than last year. That's a lot of TV binge watching!
I did not meet my goal of 1000 miles unless you add all of the outside running/walking and using the treadmill at the gym.
Don't give them your information. They'll put equipment on an account with your name on it and then lie to you about it. We've been trying for months to get them to remove charges for equipment we didn't order. They've said it's being taken care of...no change. Terrible company and employees.
Overpriced parts, paid $25 for shipping and my part has been "in progress" for a week. Submitted a shipping "where's my stuff" inquiry with no results. Never received an order confirmation email or any other tracking information other than when I clicked the final order submittal. Called numerous times and never get through. Horrible customer service and the bad thing is they're the distributor with this part. Nordictrack in general from product to service is a waste of time.
Bought an eliptical machine through Nordic Track sales rep (not 3rd party) and paid for delivery and set up approx. in February 2020. Was delivered March 2020. Have not been able to use it as of now Apr 2020. I called Nordic track and they told me I had to fix it myself. I spoke to 3 people for over 40 minutes each time and was emailed videos on how to fix issue (was told it was the reed switch). I asked to have someone come repair the machine and was told I was not approved for that. I called to return the machine, but was not able to speak to anyone besides an automated machine. I finally pressed the option for tech support for the third time. The person finally was informative, professional and understood my concerns. She said that they will mail out a new computer board and send someone to repair it. Brand new machine and to this date have not had one work out on this machine that is just collecting dust.
U will wait months to get your treadmill fixed. Only 1 tech for the whole area and she is always canceling appt last minute. They never order the right parts. Will find any reason to cancel your warranty too. And customer service is soo rude when u call so might as well fix it yourself
I recently purchased some shoes from Altra, one of ICON's brands. AMAZING shoes! I have wider feet and have struggled to find the right shoes all my life. They are so comfortable, fit my feet and they feel like slippers. I love the fact that Altra and ICON are both start-up companies built from the ground up with American-made products.
I bought an IFIT Vue directly from this company and it worked for less than two weeks. I returned it per their instructions and over three weeks later they deny receiving the return and won't send out a new product. I have documentation of it being sent. Since I don't have tracking they refuse to fulfill their warranty. Customer service is NOT a priority to this company.
I literally have been on hold for 2.5 hours with no resolution. I ordered a machine and only received 1/2 of my home gym. No one can help. No one can answer questions. They won't help me because I bought from Kohls, all I want to to do is purchase what i need to complete my gym.
iconfitness.com
