NordicTrack Overview
NordicTrack has a 1.7-star rating, derived from feedback provided by 726 customers. In the Sport Equipment and Accessories category, it secures the 2th position out of 267 companies.
Rating
Contact Information
Website
www.nordictrack.com
Phone
(800) 862-3348
1500 South 1000 West, Logan, Utah, 84321, United States
NordicTrack Reviews
Rex
Can not get warranty service
New (2) month old Norditrack screen lock up. Track will not operate. Not receiving any help from warranty phone number to repair.
Anonim
My S22i studio cycle screen is not working
I couldnt understand what the person was trying to tell me in order to solve the screen problem. I said I would call later. I am thinking that I would like to trade bike for a heavy duty treadmill? The bike seat hurts when using it. I would prefer that.
Chris
Warranty
I need t be grateful whit Luis, was the only agent that help Me with mi console issue since April. thanks.
Anonim
Stayed on line and never was answered!!! Stationary intermix acustic keeps beeping
Stationary bike wont stop beeping. Bike was doing great. Now I cant push fit levels and the beeper goes off constantly
Rebekah
They have just lost a longtime and FUTURE customer
Worst customer service. I had an out of warranty treadmill that stopped working. I called customer service and was told that to send a tech out to fix it was going to cost $159--payable upfront. They neglected to tell me that the tech would not have the parts--that this was just $159 to DIAGNOSE the issue. The tech arrived (2 weeks later) and was a wonderful young man. Subcontractor, not an employee of NordicTrack or Icon Fitness. He figures out what is wrong and gives me all the info that I need to order the replacement part. I call the next day and was told that Icon/ NordicTrack did not have the part instock and I would have to research aftermarket sites. I did this, and was told the part was on backorder inderfinitely...So, to backtrack a little, when I signed the service order, I noticed that the service call fee was $99--not $159. I asked the tech if the $60 would be applied to the purchase of the part...He did not know the answer. So, now, I have just paid out $159 for nothing really. I called NordicTrack and asked if I could have a refund of $60, since the charge was $99. They told me there was nothing they could do, that was the service call fee and they did not know why I was only charged $99 by the tech...BS... They used to be a reputable company, but not any longer. I ended up purchasing a new treadmill from another company--the tech that came to diagnose my old machine is helping with the removal of the old and setup of the new. HE was a delight!
Lanis
Ifit not working
Why is ifit no longer available when I paid for 12 months? We moved and when we went to login to ifit it no longer works? ...
Joann
Terrrible experience
Do yourself a favor and dont even consider dealing with this company!! My husband and I ordered a bike from them and quickly realized we wanted to cancel the order. They provided no option to cancel on their website and didnt answer our calls to customer service when their website said they should be available. We emailed multiple times, messaged on Instagram and Twitter. We tried just about every way to reach them to cancel our order! When we finally reached someone by phone we were informed it was too late to cancel and would have to be processed as a return. They said it was their policy to charge $250 for a return PLUS 10% of the order, PLUS tax. I have never heard of a company not offering an option to cancel on the order summary within minutes of ordering and they refused to waive this fee for us. The best they could do was bring the price down to $265 (the $250 plus tax) which is a TON to pay for not even ever having the item delivered. I am so appalled by the way we have been treated by this company. We were looking to buy several pieces of equipment, but they have lost us as customers for life. Please be warned before dealing with this company, i feel like we were majorly taken advantage of and I do not doubt that they waited to respond to us in order to be able to push our order far enough into the process to be able to charge us. Absolutely disgusted
Anonim
Trade description misrepresentation
In December 2022, I purchased a NordicTrak COMMERCIAL 2450 for my company's fitness room. It stopped working about a month ago after less than four months of use, and trust me, it was hardly used, aft. The belt will not drive.. First day, I called customer service, I was transferred 5 times and also given 7 different phone numbers to call to get help. I was then told they would send me a lubrication kit and a link to a video to show me how to apply the lubricant when it arrives. Neither the kit nor the link were sent. I emailed the contact representative twice and got no reply. Most of the reps I spoke to were oversees operators and I could hardly understand them. Today, after over an hour with a representative, I was told there is absolutely no warranty what so ever on the equipment because it was in commercial use. Why is this product sold as COMMERCIAL when it is not warranted for COMMERCIAL use? I believe this as a trade description fault and would like some one to come and fix the machine that I paid $2,898.00 for that is not working. The drive belt motor is not functioning after 4 months. This is outrageous.
Ryan
Atrocious Company
What an atrocious company with horrific customer service. Avoid NordicTrack like the plague! We purchased a brand new treadmill which arrived damaged. Instead of sending a replacement treadmill, they're insisting that we wait months for a technician to come to our address to repair. In all of my years of purchasing products and services, NordicTrack has the least satisfactory customer service experience you could ever expect when purchasing a product of this price-point. Whatever you do, do NOT waste your valuable earnings or time on NordicTrack. There are far too many other great companies out there.
Anonim
No service
Nordictrack treadmill was delivered on April 12 and it had a clicking noise in motor. Registered the treadmill online and indicated I needed service. To date have had no response from them.
Christina
The treadmill was delivered with broke console.
I called customer service on Wednesday 04/12/23 in which I didn't receive good service and since then, I have not had any response in any way. I cannot use my new treadmill due to the broken console and I do not know what else to do as customer service hasnt given me any advice or response. I am considering returning it.
Bonnie
Resolved: Sw issue unresolved
Updated by user Apr 21, 2023
Company resolved the issue.
Original review Mar 22, 2023
Treadmill ($4,000+) has not worked from day one. 9 months later unable to get a refund or replacement. The warranty is worthless. Do not buy a treadmill from Nordiktrack.
Jackie
I have had Mechanical problems with Incline Trainer for 4 1/2 years and for the last two years it's not working.
My NordicTrack Incline Trainer "Nightmare" My wife and I were looking for a way to better our health exercising without having to hire a personal trainer or buying a gym membership, we decided to purchased NordicTracks Incline Trainer. After having our Incline Trainer and before the manufacturer's warranty expired, we contacted Icon Health & Fitness and Informed them that the screen on the Incline Trainer had started to black out completely and come back on. Also, while walking it would begin to slow down for no apparent reason, then the speed would pick back up. During a workout, it would sometime just stop and not come back on. I had to unplug the Incline Trainer and plug it in again before it would restart. It started squeaking and making noise and the list goes on. I contacted Icon Health & Fitness and explained what was going on and the person that I spoke with said that someone would contact me to set up an appointment with a technician. That never happen. After numerous months, I received a call from Icon Health and Fitness / NordicTrack informing me that my work order to repair my Incline Trainer had been canceled. Why? Because it had been out there too long. What? Please tell me how is that my fault? I was told that someone would contact me to set up an appointment. And NO ONE ever call. So I was told once again someone would call to make that appointment. With the Incline Trainer having these problems and while I'm waiting for a technician to come out, I had the Incline Trainer place in our garage. We had experienced a house fire, which the Fire Department stated that it started from the ProForm treadmill (which is in the Nordic Track Family). Once the technician came out and seen where the treadmill was located, my warranty was voided / cancelled. I immediately called Icon Health and fitness and informed them that my garage has HEAT / AIR and a dehumidifier and is use as a living area. At this point, I filed a complaint with the BBB concerning this matter. After sending Icon Health & Fitness the proof that they requested, my warranty was restored. A technician came out attempted to diagnose the Incline Trainer, ordered some parts and told me when they arrive contact Icon Health & Fitness so that he can come back out and put the parts on. I have gone through this process numerous times and each time the work that was performed (DID NOT CORRECT THE PROBLEMS) with the Incline Trainer. After the manufacture's warranty had expired (with nothing corrected, the Incline Trainer screen was still blacking out, and it was still stopping unexpectedly doing a workout, the walking deck squeaking, along with other problems) I had to now start contacting their extended warranty department (ITS) I believe. Their customer service persons that I spoke with were Very RUDE. When the next repair technician came out, he reports back to Icon Health & Fitness that rust is on the treadmill. Once again, Icon Health & Fitness canceled my warranty, saying that the Incline trainer has rust on it. I informed Icon Health & Fitness in my third complaint filed with the BBB that after each workout we would use a damp towel to wipe down all external parts on the Incline trainer. I furthered stated in my complaint with the BBB against Icon Health & fitness that the technician that came out sprayed something that smell like (SOLVENT) all over the controllers bar that the walking belt goes over. We only used what they had sent to us and recommended lubricating the Incline Trainer. An Icon Health & Fitness employee made sure that I knew that rust ANYWHERE would void the warranty. SO you're talking about moving and lifting five or six hundred pounds of exercising equipment to clean underneath and in cracks. Basically, taking the Incline Trainer apart anywhere a drop of sweat can enter in and wiping it clean. Once again, I filed a complaint with the BBB, and after it ran its coursed my warranty was reinstated. At this time our Incline Trainer still isn't working at all. When I called to set up the next appointment with Icon Health & Fitness repair technician, I was told by the repair technician that all of the parts that were sent out would mean that he would be doing a COMPLETE OVERHAUL. This technician went on to say that he's too old for that and told me that I need to call Icon Health & Fitness back to reschedule someone else. So, I called and schedule for a different repair technician to come out to make the repairs. The day that the repair technician came out, the first thing that he said when he saw all the parts that needed to be replaced was that he has NEVER replaced a walking deck. When this repair technician left, my Incline Trainer still wasn't working. It has been over four and a half years that I have been trying to get my Incline Trainer repaired and going on over two years that my Incline Trainer hasn't worked at all (Absolutely No Use At All). A Huge piece of equipment taking up space. At the beginning of 2022 Icon Health & fitness sent out a different repair technician to replaced everything that Icon Health & fitness had sent. Can you believe that my Incline Trainer still isnt working, (and now the Incline Trainer will not incline and when you try to walk on it, it's like walking on slippery ice along with the other problems). You wont believe what Icon Health & Fitness told the repair technician what they were going to do. Icon Health & Fitness told the repair technician that they were going to void my warranty because I didnt have a DEDICATED LINE. How do they know or who told them that I dont have a DEDICATED LINE? The repair technician told me that he installs exercise equipment throughout the south in fitness gyms and they are not required to have a DEDICATE LINE So, what do that mean? Everyone that owns or thinking of purchasing NordicTrack Incline Trainer and other equipment will need a DEDICATED LINE to plug your equipment into. Which mean the cost of your equipment plus $1,000.00 To $1,200.00 for a DEDICATED LINE so that your warranty cant be voided. I believe that they are prolonging not repairing our Incline Trainer so that the extended warranty run out. To those that are thinking of purchasing NordicTrack / Icon Health & Fitness equipment, this could be you. At NO POINT IN TIME since purchasing our NordicTrack Incline Trainer have Icon Health & Fitness fixed or resolve these problems with our Incline Trainer. Since purchasing our Incline Trainer, 80 percent of the time it has been in need of repair and over fifty percent of the time it hasnt been working at all. I have been trying get Icon Health & Fitness to repair, replace or refund my money for my Incline Trainer. It has been over four years when it was under the manufacturers warranty and as of todays date Nordictrack has sent out for repair but none of these parts has corrected the problem. I called Icon Health & Fitness customer service today to inform them that Jez Enterprise (their repair service) refuses to call me or to come out. IT HAS BEEN OVER 2 ½ YEARS AND MY TREADMILL HASNT WORKED AT ALL and a total of 4 ½ years with the same mechanical problems. And now Icon Health and Fitness is saying my extended warranty will expire in 2023 instead of 2024.
Thomasena
Continually breaks
Update 2022-07-08: Treadmill failed during a workout. The walking belt just stopped. I'm glad I got the 3 year warranty, because I am still inside that. This is the 4th failure within 2 years. Update 2022-08-23: I contacted the company in mid July to advise I was having intermittent issues. They advised they would send a new motor (so, this will be a motor, a console, a wire harness, a controller, as well as the deck replaced). A few days later, the treadmill failed completely. Per the led flashing on the controller, it had failed, again. I contacted Nordictrack and they sent a new controller. (new picture of replacement motor and controller circuit board attached). On August 5th, I advised the service technician that my parts had arrived. I received a response 5 days later from the service technician email contact: "We reached out to the technician to call for scheduling." August 12th, after no follow up, I asked for an update. August 17th, after no response, I asked for an update. I contacted Nordictrack directly and asked for an escalation. They advised "The service coordinator has just emailed the technician asking them to reach out to you for scheduling!" August 19th, morning, I again told Nordictrack that no one had contacted me. They advised: "We're sorry to hear that. There is not another tech company in the area. We've reached out to the service coordinator manager. They will get this taken care of as quickly as possible. We apologize for the delay and appreciate your patience." August 19th, evening, I asked for an escalation. They advised: "We assure this had been escalated." August 22nd, noon, I sent another message advising I still had not been contacted. They advised: "We're sorry that haven't been contacted yet. We've escalated this further to make sure you're contacted ASAP. We apologize for the delay." August 23rd, 11:30am, I called Nordictrack directly, AGAIN. They said the notes on the account indicated that the service technician was called yesterday and would call me by end of business on August 24th. Original review: I did not buy this from Amazon. I bought it directly from NordicTrack. I have a Commercial 1750 model treadmill. I bought it in Oct 2020 and have a 3 year warranty (THANKFULLY). When it works, it's fine. Handles moving from a dead stop with weight on it (I am around 200lbs and a little over 6' tall). That said... I reported an issue in May 2021. The issue occurred initially on the created workouts (the ones that utilize the Google Maps and which adjust the inclination up and down based on the actual route you're running). I use negative splits when I run. This means I gradually increase my speed as I run. For example, my run (4.15 miles) yesterday I did this (this will be important later): Start pace: 7.7 MPH At 0.34 miles, I increased to 7.8 MPH At 0.68, to 7.9 MPH At 1.05, to 8.0 At 1.43, to 8.1 At 1.8, to 8.2 At 2.18, to 8.3 At 2.55, to 8.4 At 2.93, to 8.5 At 3.05, to 8.6 At 3.18, to 8.7 At 3.3, to 8.8 At 3.43, to 8.9 At 3.55, to 9.0 At 3.68, to 9.1 At 3.8, to 9.2 At 3.93, to 9.3 At 4.05, to 10.0 I have both SmartAdjust & ActivePulse set to disabled. Everything works fine until the inclination goes negative and I am running faster than 8.0 MPH. See the attached image with the speed limit settings. If the incline adjusts to -0.5% and I am running faster than 9.0 MPH, it will adjust my speed down to 9.0. At -1.5%, it reduces me to 8.5 MPH. At -2.5%, it reduces me to 8.0 MPH. I've started manually adjusting the incline to 0.0% once I hit 8.0 MPH on the created mapped runs, which disables the auto-adjustment for the incline (basically, I am turning off a feature which was one of the selling points, for me, for the treadmill). I spoke to more than a dozen support reps, in online chats, their ticketing system, and even on the phone. No one knew about this 'feature'. What they had me do: Pinhole reset App and admin updates Cleared cache Factory reset While in admin mode on the phone with support, all of the above. In the middle of this, the treadmill suddenly died. It lurched when I started it, then the belt quit working. They sent me the first hardware replacement piece, a controller circuit board. I was able to replace it myself with little difficulty. Once replaced, they said it should 'fix the issue with the speed adjustment'. When I reported that the issue was still occurring and that I was certain it was a software issue, they insisted I was wrong. At this point, they shipped me, under warranty, a replacement console. This is a roughly $600 part, from what I can find. If you ever have to have this replaced, don't offer to do it yourself. Wait the extra time and have their techs do it for you. It's not an easy install. Once I installed it and started running, again, I had the same issue. Oh, they also extended my iFit membership account twice, so far. Once when the controller died and once when they sent the replacement console (which didn't need replaced - well, at least not for a hardware reason. The speaker grills were rusting - see attached picture). Next, they said it must be the wire harness causing the problem. So, they sent me a wire harness replacement (about a $30 part) and extended my iFit membership, again. So, I replaced the wire harness and SURPRISE SURPRISE!! the issue is still occurring. I complained, again, and got no good answer. During this entire process, I had submitted a couple tickets to Reddit, hoping someone there had run across my issue. 3 separate tickets with no response. Next up, while I was running, the wooden deck beneath the moving belt cracked. Now, the treadmill claims it can handle up to 300 lbs. As I noted previously, I am around 200 lbs. So, I contacted the company and they shipped a new deck, under warranty. This MUST be done by their techs, as it requires a lot of adjustments. I actually helped the guy, as it really wasn't a one person job. I figured I'd try Reddit once more and I got lucky! Someone had heard of my issue AND said he was told it was a 'safety issue'. With their input, I did some more detailed Google searches and found a support page on the NordicTrack website. Their Australian support site. This information does not exist in their manual NOR on their US-based website. I went to provide this information on the last ticket I had submitted and one of their reps contacted me on chat. When I told him, he claimed they knew about the issue. Weird, that more than a dozen reps would treat it as an unknown, send me unnecessary replacement hardware at their cost, and extend my iFit membership for something that they're "aware of'. (11:31:07 AM) Me: Maybe let the support team know about the restriction? I spoke to more than a dozen NordicTrack / iFit reps about the issue and no one knew why it was happening. (11:32:04 AM) Support Rep: We're all aware of it. (11:33:34 AM) Me: You're aware of it? Then why do I have multiple tickets where I was complaining about it and no one knew why? You guys actually shipped me out a replacement console under warranty BECAUSE of this issue. Everyone I spoke to was insistent that it was a hardware issue. (11:34:14 AM) Support Rep: YOU might have been aware, but all the other reps I spoke to are not aware. Would I buy another NordicTrack treadmill? Probably not.
Andrea
Customer complaint
. I am writing regarding my unfortunate experience I recently encountered with Nordic track and the customer service. I feel it is appropriate to reach out to make you aware of this concern in hopes you can make this right, and to aid in preventing this from happening to others. I did note on the Better Business Bureau that the company itself only has a 1.8 rating out of 5, and it appears most of this is from customer service. Please accept this as a motive to potentially improve that overall rating. I purchased the machine online with Wesley in late June of 2022. The machine was set to arrive July 2nd, 2022. I received a call on July 1st, 2002, that the truck that houses the machine had broken down and that they would not be able to deliver that day but could on July 3rd, 2022. I was on vacation but agreed I could drive back if that is the only option. Was told if I did not accept that date, it would be booked out to their next opening. I opted to receive the machine on the nearest date so I could start enjoying it. I received a call the delivery men would arrive at our house within 30 minutes Approximately 1.5 hours later, they arrived at our home. I stood in our doorway as they sat and pondered how they would get the machine out of the truck. They then attempted to grab the box from the truck and dropped the box on the road visibly crushing one corner. I do have a photo of this that was provided to your company. They then let it sit in this position as they attempted to develop their next attempt on how to lift. The then set it down on the road the incorrect side up. It clearly stated on the box which side was to be upright, and this was not followed. The gentleman then asked if I owned a dolly for transfer, in which I did not. I attempted to ask a neighbor who also was standing in observation as he watched this unfold, and he did not have a dolly to provide either. Upon writer walking back to the truck, the men are balancing the treadmill frame on a tall lunch cooler that one of them had in the truck. I have a picture of this also that was provided to the company. I voiced that that was not a good idea, and they worked at removing it from the cooler onto the road again. After expressing my frustration to them, they fought through the lifting and were able to get to the top of our stairs right in the entry way of our house. They then proceeded to slide the tread on its side down the stairs. I too have a video of this on file with your company. I did file a formal complaint to the company about my experience with this, and never did hear back from anyone which was unsatisfactory and poor customer service. Due to my husband being ill, we were not able to put the tread together for an additional week past the received date, therefore this occurred on July 9th, 2022. I used the treadmill and remarked to my husband how loud the machine was. I then went to use the machine on the morning of July 28th, and the display screen would not reboot. I attempted multiple times and it failed to reload. I then completed a return request online on July 29th, 2022, that I was having issues with the machine and because it was under the 30 days wanted it sent back. I did not hear back, therefore I formally called on 8-1-2022 and spoke with multiple representatives. After approx. 3 hours on the phone, I was told I could send the product back, but it would have a $250.00 fee for transport. I explained the above to each and everyone I spoke with, and they continued to tell me that I would have to pay the fee. I became rather frustrated with the customer service rep and apologized for my frustration, but no one wanted to hear my complaint, or see the photos. I then asked to speak with a manager who was the most unprofessional manager I have ever spoke or dealt with. Working as a professional myself, you do not lift your voice to a customer. It was very amateurish and unacceptable on her behalf. I then knew the conversation was going nowhere, so I agreed to transfer me to someone and arrange pick up as she was not going to be the professional in this conversation. I got home that evening and was extremely upset about my encounter. I had reported this incident to the Better Business Bureau at this point due to my frustration. I then spoke with my husband and explained that I am calling and seeing if anyone can trouble shoot the screen just out of curiosity. I did reach someone after an hour of waiting. This individual was the most compassionate, patient and customer centered person I had spoke with to this date with your company, and I commend her for that. She was explained the entire situation. She did trouble shoot with me and was able to identify the problem on the screen. I then asked about the noise of the tread. She walked me through a few trouble shooting items and was able to identify this may be the cause of the machine being dropped. She placed me on hold and then was able to come back on and her and her coworker collaborated that this truly could be caused by damage to the pads on the tread from the fall. She then provided me her email as a place to send the pics and videos to and informed me she felt that the fees should be waved but she could not guarantee it as it was not up to her. I was given false hope that I may not have to pay. I waited anxiously to hear back from her the next day. When I did, her email was rather disappointing. Tho she agreed the damage could be from the drop, she regretfully informed me that the shipping would not be covered. Her email reads as this: Thank you so much for providing those visuals. I apologize for the late response. Today has been a little hectic. I reached out to a colleague of mine in our Parts and Services dept and they believe that the issue may have been caused by the machine getting dropped. I also reached out to a manager in the Billing and Returns department to see what we might be able to do. Unfortunately, I have done everything on my end that I am able to do where I am just in the software dept. From what I have understood was that the fees would be able to be waived if the issue at hand would not be able to be resolved with new parts and/or a tech visit. I understand that it is not the answer you were hoping for, and I really have tried doing everything in my power that I am able to. I do apologize. At this point, any other questions or concerns about the fees or the return would need to be brought up with our BR Team. Again, I do apologize for everything. Thank you, Rebecca BiFit Member Support1-83*-***-iFit (4348) myfitnesshelp.com So, I am back at square one with frustration and feeling as if I am not being heard. After discussing with multiple people, it was collaborated that it may be worth my efforts to reach out to the CEO as this experience is not acceptable. My ask is that your company would please re consider covering the cost of the treadmill return. I understand to a large company this truly is a miniscule part of your day, but to myself as a customer, this is so incredibly frustrating and time consuming.