Nordictrack’s 30 day return policy is a joke!! If you are not 120% certain you will need/like the equipment you are purchasing, DO NOT BUY FROM NORDICTRACK!!! Yes, it is written in the fine print that there will be fees associated with a return. We had to pay $700 to return a $1900 piece of exercise equipment!!! We will never buy anything from this company again and urge you to do the same. Do not advertise a 30 day return policy as a selling point! We should have just kept the equipment and been unhappy with it. So disappointing.
Review by Durkelyn Trana4 months ago
First, let me tell you my accident:
The accident happened at my house, Sunday 7 July, around 8:30 pm, the weekend I always do the program 300 calories.
While I was about 150 calories remaining, the left pedal of the elliptical was literally detached from the machine, causing me to lose my balance and then fall to the ground and beat with my shoulder/bicep and left leg. (Fortunately, no medical assistance was required. Ice packs, a gentle massage and rest have solved the problem. The pain had disappeared in less than 2 days.)
ATTENTION, the pedal has hit the floor, leaving stains and scratches that I have to repair at my expense, the warranty does not cover damage caused by the accident.
July 8 - I called the customer service, I shared several pictures of the accident, and because I don't trust the product anymore I requested my refund.
After a few questions, they decide to move my case to the legal department because i had pain caused from the accident, telling me that the legal department will call me in the next 48 hours.... It never happened.
July 16 - The legal department never reach me out (because they said that they didn't have my contact..), so I had to call the customer service again. After that, the legal department sent me a cold email, asking to fill a form with several questions. (I sent out the form on July 17)
July 24 - I'm asking for updates, the day after they answer that the General Counsel is currently out of the office.
July 30 - This is the answer from the legal department: Due to the fact that you do not have any medical expenses, I am going to send you back to customer service to get these issues resolved for you.
[guess what, I already told them that I didn't have any medical expenses]
July 31- A FOURTH person contacted me that I would be contacted by a technician in 3-5 days to fix the problem... no one ever contacted me.
[please keep in mind that i requested my refund, and I never requested a technician, but I specifically pointed several time that I don't trust the elliptical anymore and this point I don't like the company either.]
At this point I want to talk with a manager and I ask specifically to be contacted in the next 24 hours.
Aug 1 - They answer: I have spoken to the managers and unfortunately, they are going to be in and out of meetings for the next few days. I will provide both of their emails, they have assured me that they will get in contact with you ASAP.
Aug 9 - I'm here writing this long review. None of them they contacted me. After another phone call with another rappresentative of the customer service, it seems that is my fault that i never wrote to the manager.
This is already the second serious problem in less than a year, I have already had to replace the LCD screen, not to mention the minor problems that characterize the low quality of the product, like:
- Bluetooth malfunctioning, most of the time it does not recognize the devices.
- Constant squeaking of the main parts (handles).
- Elliptical remains locked at maximum inclination during operation and requires to be reset during use.
Keep in mind that I purchased the machine on Nov 27 2018.
I officially don’t want to deal with Nordic Track anymore.
Don't buy any product from this company and invest a bit more in a different company.
Review by Bestor7 months ago
It's hard to believe that a company this big would be so completely inept!
My bike was supposed to be delivered on Friday, they missed the window and were supposed to be in touch on Monday to reschedule. Now it's end of day Tuesday and I've heard nothing.
Multiple calls into customer service only to wait on hold, speak to two people then get hung up on after 20 minutes. How do I know I was hung up on? The rep had my order number with me phone number and email and never attempted to call or email back. Called back again and I was routed to a random voicemail. GRRRRRR!!!!
Review by Sydnye7 months ago
Ok, so we got NordicTrack S22i Studio Cycle in November, couldn't use it till February because of back ordered parts, etc (already wrote review about that).
Since February we had technician came out about 4 times because of random noises from the pedal area. He replaced couple of parts, lubricated them. We were waiting for back ordered parts again. He was at our house again on 05/15/2019 to replace pedal, morning after we were about the ride a bike and guess what.....NOISE AGAIN!!
Really bad experience!
To be honest if we did not have this many problems, I believe we would enjoy riding it.
Review by EvoPack8 months ago
Ordered on 12/18. Norditrac says they shipped it on the 18th ($1800). A month later, nobody can tell me where my unit is or even will attempt to find it. I emailed them after 2 weeks and never even got a response, I then chatted (so I could document) the issue and after 10 minutes of chat, was told "we are sorry, we can't help you. you might call our order escalation team. good luck". So I then call that number and am told that he can see a loading ticket that was sent to the shipper a week ago, but then puts me on hold for 3 minutes, next thing I know someone at a different company picks up and says "we haven't seen your order, its not arrived yet, we will call you when we get it to NEGOTIATE a delivery date(continuing to emphasize it would be a negotiation), sorry for your inconvenience." So $1800 spent and right at a month later, nobody can even account for what state my machine is in or what entity is in possession. Worse, Nordictrac customer service is set up to simply pass the buck, most companies stopped that in the 90's. Their philosophy is just keep passing you to a different #.... its 2019, any decent customer service center has the ability to take ownership of a customer's issue from beginning to end, but not Norditrac. Once they have your money, you are at their mercy. I ordered this machine to use for a 3 month period when I would have to spend 16 hours a day at the office, I'm 1 month in and still no machine. I'm guessing by the time it arrives, I won't need it any more (was going to use it myself then donate it to our Company Gym for employee use). Go figure.
Review by Ramjeex9 months ago
Terrible customer service!, when you are trying to cancel the order they put you in a looonggg! waiting time, maybe in order that you don't cancel the order, stupid trick, by the way, even they tried to drop off the treadmill in my house without authorization knowing that it was canceled before, this company deserves probably minus 3 stars, obviously I can't score it as that, try to buy in a focused-customer company, they just want to take your money and leave you with the problems, their quality has been questionable all over around.
Review by Leardo10 months ago
We bought a Nordic track commercial 2950 last year. When it works it is great but we have had to have it fixed several times and it has been an awful experience. To pay thousands for a machine it should work properly and they should stand behind their product. Last week they came to fix the console which not going up and down. Now the whole machine doesn't work. I have been on hold for over an hour. This is so frustrating.
Review by Markavis10 months ago
So I ordered a brand new X22i Nordic treadmill and paid almost $4000. Waited 4 weeks and when it's delivered it comes broken. I am told they are having problems with circuit boards. After waiting 45 minutes on the phone I am told I have to wait 2-3 weeks to have my brand new machine repaired. So after waiting 2 weeks I decided I am not waiting anymore. Call customer service and after another 45 minute wait the met agree to pick up my new non working Nordic Track in 4 weeks! And will not refind me till machine is picked up. Stay away from Nordic track
Review by TheDon10 months ago
This company has provided me with the WORST online buying experience EVER. I ordered my equipment a month and a half ago. I received notification that the equipment was being delivered a week and a half after the purchase date. The notification advised me to wait until I was contacted by a local shipping company. The tracking information continuously updated to indicate that the equipment would be delivered tomorrow. Then tomorrow it would say the next day and so on and so on. I waited patiently to be contacted as the notification indicated. When the shipping company finally called me, we set a date and time for delivery. I had to take time off of work because delivery is only available Monday through Friday during my work hours. AAAAAAAAND - the equipment NEVER arrived! I waited 3 -4 days and finally called Nordic Track for an update. Apparently the shipping company made a mistake and could not verify that they were in possession of the equipment. I was told that I would receive a call within 24 hours. NOT the case. I called Nordic Track a week later and asked thme to cancel my order as I have purchased equipment from another vendor. At this time, I am on hold with Nordic Track and they are making it apparent that they are not interested in helping me. I have been on the phone for 37 minutes waiting for a person in sales to answer my call after the original representative could not help me.
UPDATE: Completing the return for the equipment that I NEVER received cost me approximately one and half hours on the phone with the company. They did however, process the return which allows me the opportunity to NEVER do business with this company.
Disappointed in Florida!!
Review by Mezue10 months ago
Purchased a Nordic Track Commercial 1750 treadmill several years ago. Sorry I did. The equipment does not begin to compare with Life Fitness or other brands. I like to walk, and it drags and hiccups at 1.5mph. The service man told me that "that's just the way they are" Fortunately I purchased a 4 year warranty, because I've had to have the motor replaced 2 times. Now the cooling fans are broken. To get through to the warranty or service division means a hold of a MINIMUM of 15-20 minutes, sometimes up to half hour, and then if they transfer you to another department, ANOTHER hold of 15-30 minutes. No matter what time of day I call, (5am, 7am, 4pm... etc) i get the "we are experiencing high call volumes" recording before going on hold. A terrible experience from top to bottom.
Review by Bárður11 months ago
Delivery delays and lack of transparency to the consumer is unbelievable... when I placed order, there was an actual promised delivery date which surprised me. Then, that date was extended three days. That extended delivery date came and went with no further communication from NordicTrack. Now we are 10 days beyond the extended date and I have to contact them via phone or chat to find out anything because the system, isn't tracking my order. At that point, it appears the script is that they are expecting inventory to arrive this week and it will be allocated to the orders and updated. This appears to be a script to delay the real conversation that they simply have no systems in place to really effectively track and deliver. It would take little effort to update, track, and keep customers engaged, they just don't seem to be interested in anything other than a scripted response.
update... Nordictrack finally received the S22i, but the shipper is going to take a week to pick it up from their warehouse that is 1.5 hours drive from me. Really? In today's age off logistics, it simply doesn't make sense that my item finally arrives three weeks late at the warehouse and they sit on it for 5 days to move it down the road. Just an unbelievable mess of logistics.
Review by Lewella1 year ago
I was going to give a 2-star because the product arrived quickly. However, the 1-star definition is "Bad – unacceptable experience, unreasonable and rude conduct." which sums up perfectly my experience.
I purchased a NordicTrack treadmill from Sweatband. It arrived quickly but was faulty. These machines are cheaply-made with plastic parts which don't assemble properly. NordicTrack are also in bed with 'iFit' which is fine, unless you don't want to subscribe to iFit - because you have an iFit branded machine which defaults to iFit functions you don't use or want. The motor is under-power meaning that even at walking pace when the stresses and friction are lowest on the deck, the motor labours and slows with each footfall. By the time you are at running speed this translates to a very uncomfortable run. It also rattles and creaks even when the belt (at any speed) without anyone on it. Having identified the issue and done some more research, there is lots of evidence on the internet that this is a common problem with the brand. Avoid these machines if you want to enjoy your walking/running.
Rather than deal with it themselves as they should because my contract is with them, Sweatband have passed me over to their supplier, Icon Europe, and their ironically-titled "Customer Services". Their initial email to me was downright rude, complaining that they had not been able to reach me by telephone (for a few hours, not weeks). When I politely explained that I had lost confidence in the brand and wanted a refund, I then received another rude email demanding that I have the machine ready in a particular way or they wouldn't pick it up. They clearly have no idea of how the Consumer Rights Act 2015 works. Fortunately I own a law firm, so I do.
Sweatband themselves were fine to deal with. The problem here is that they clearly outsource the problem cases to another party, thus shirking their responsibilities. Very poor.
I will continue to update this review as the saga unfolds.
** UPDATE **
Well, what a surprise. I somewhat prophetically noted that I would update the review as the saga unfolded. Well, since then Sweatband - via another third party - arranged to come and collect the faulty machine. It was the usual thing of having to take a whole day off because they won't be able to give you your 2-hour window until the evening before or morning of collection.
First they arranged to collect on 12th November. That day came and went and I heard nothing more from them. A no-show with no explanation whatsoever.
The Sweatband customer service employee then arranged for them to contact me again. This time I made a point of speaking to them on the phone to check that there would be no issues. They booked 19th November. On 19th November I was given a time slot of between 14:40 and 16:40. However, it wasn't until after this time slot had passed that I received a call to say they were running late. They eventually turned up after 5:30pm and guess what? They took one look at the machine and then said that they couldn't take it. They said that no one had told them what they were picking up, they weren't able to take it because they didn't have any means of protecting it. Then they left again.
Meanwhile, Sweatband refuses to refund my money even though I have been making their machine available for collection for 3 weeks now. If my money is not received by 4pm tomorrow, I will be issuing a County Court claim against them.
AVOID LIKE THE PLAGUE.
More updates to follow.
Review by Daxton1 year ago
I bought a NordicTrack Elite 5750 Treadmill for home use to help me with my heart condition. It did work well for 2 years and 1 week, so in that sense I cannot complain.
Then it just stopped turning on. It was 1 week past the two year warranty, but this was a top of the line model and it was used lightly only by me. I also had it on my battery backup power which is surge protected. I paid for a service repair from NordicTrack anf the guy who came out didn't seem to know his way around the treadmill very well and he eventually came to the same conclusion I already knew myself, that power was making up to the console, but the console was not coming on. He then told me that the only repair was to pay $1350 for a new console, plus shipping costs, plus labor to install it. The final price to repair it was more than the $1,500 I paid to buy it new. So it cost me a pretty penny to figure that out.
But, I was not satisfied, it seemed like whatever was wrong should not be serious. So, for half the price of the expert service call by NordicTrack, I found someone who knew electronics repair to look at it and they said it was all fine except for some piece of memory that cleared, but only the factory could restore that memory and the factory would only do that by replacing the whole console for $1,350.
This left me with one clear belief, NordicTrack is knowingly deliberately making very minor repairs on their Treadmill repairable only by them and then setting the cost so high that when a likely small breakdown occurs after their two year warranty, you have to buy a NEW treadmill from them.
I do not find that honest and it really angers me. I will never buy another product from NordicTrack and I will highly recommend against anyone else buying their product unless they expect to replace that product with a new one every time time the warranty runs out.
Review by Launcelot1 year ago
20 days and counting. For the price of the machine and the money these jokers spend on marketing their product they should be able to pay someone to answer their phones, chats and emails. The only way to get someone to care is to call the sales number (no surprise there.) They just put you back into a permanently one hold queue that they pass of as tracking inquiries.
I ordered a treadmill 20 days ago and received a tracking number. When the product appeared to stop moving I tried countless times to find out what was going on. Nordictrack do not appear to employee any customer care people so emails go unanswered. They have a live chat option that always tells you there is no one available to chat and automatically goes to their email option (see previous.) The only other option is to call. I've endured for 30 minutes on hold, no message to tell you how long the wait times are or even if there is anyone answering calls at all.
Conclusion; these cowboys want your money. After that you are on your own.
Review by Linga2 years ago
Nordictrack.com - perfect example when management are incompetent people. I tried to purchase Nordictrac ELLIPTICAL machine on 10/30/2017... Trying to pay them in the range of $3,000..... These people were so clue less its not even funny. I gave them 3 different cards to charge me and about 8 times, they told me that transactions declined. The way it happen, I give them card number, they tell me it got rejected, I call my bank and my bank said, no it was approved. Happen with Master Card, Amex and Visa from 3 different banks. They placed 8 temporary authorizations on my cards as well. I even emailed them screen shots of my online pending auth list. I also forwarded them email that I get from Amex where it says "congratulations your transaction was approved"... At the end they lost the sale obviously and I bought different machine from Bowflex where they accepted my card over the phone without any issues. You need to look at your management staff and make changes!!! You are losing clients because of incompetent people you hire! I did not know that Nordic Track is about letting go of potential sales. WOW!!!! Great job!!!!
Review by Nativ2 years ago
Bought a treadmill that elevates in 2002. Had to put it together. Had it serviced for a drive belt that went out. 3 weeks ago the drive belt and the drive motor went out. Tried tot get thru to NordicTrack. Spent over 30 minutes on the phone. No one answered. Went on web site and did the CHAT. What a joke. Was told I would have to have one of their techs look at it (I used the one they had recommended from the previous time). I called back and stayed on hold until I got a live body. She had to go back and worth but was finally able to ship me the parts I needed.
In the meantime I ordered an elliptical. We spend 3 hours putting it together only to find a part (axle spacer) was missing. It looks like a big washer. I tried calling over the weekend but they are closed. I sent a email to the customer support people. It showed they would be contacting me Monday. It is now 3:30. Since I did not hear from them; I called again. Was on hold for about 10 minutes. She said their email was backed up (wonder why). She ordered the part but said it would take at lease 3 days to get it to me. They can not over night because they do not have that option. They sure did not have a problem taking my payment before it shipped! Horrible customer service and NOT easy to assemble.
Review by Leww Kakkattuchellissery3 years ago
Bought a treadmill over a thousand dollars based on brand recognition! When it came time to get it serviced for some minor issues still under warranty the issue really began. There is no customer service with this company. You can wait on hold for literally hours or start a "chat" which will also last an hour or more. The chat person said that the chat and phone lines were just overwhelmed. She then proceeded to want me to take apart my treadmill so we could try to fix it on my own. I could not find any higher up to help so finally sent an email to their media email and got a response.
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