NordicTrack
Reviews and Complaints

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New bike.
Seat and handle bar defective - not lock. Tech came to repair. Next day, incline failed. We recalibrated and it worked for one day. Next day, incline, resistance and some screen calibrations failed. Needs motherboard. Return costs over $700! Got it reduced to about $250. Want a full refund. Defective bike.

Ordered my bike on Feb. 2nd it shipped and has been in Dallas since Feb. 28th. It's March 3rd still no bike. It's literally just sitting in Dallas 3 hours away. No scheduled delivery. This is ridiculous and no one will help me.

I placed an order for a recumbent bike with NordicTrack on 12/28/20 as a gift. They confirmed they were shipping the item on 1/14/21. As of today, 2/9/21, I still can't get anyone to confirm exactly where it is, if I will get any refund for the poor service, or when it will be delivered. I was told it was in Georgia, then NJ. I've wasted hours on the phone, being transferred from Sales to Billing, to Shipping, left on hold indefinitely, only for calls to be dropped, or each person has told he they can't help me and gave me another number to call and sit on hold. I've asked if the calls drop if they will call me back. They said yes, but didn't. I left another message in which they said they would call me back, holding my place in line. It's now 2.5 hours since then, still no call back. This service, for which I've paid in full, is disgraceful.

I purchased the NordicTrack RW900 Aug 13, 2020 for a total sum of $2, 688.49. Order was delivered around September 15, 2020. After I got the rower setup, after going thru a few IFit exercise the distinct noise started to come on whenever I rowed. I called your support and was told that is normal and the noise will eventually subside.
• The noise on the machine started getting worse to a point that I felt that the fans were grinding, and they would break and fly out
• I called into support and waiting for over an hour and spoke to Sarah Nevit-Calder, she told me that I have to open the covering and then call back to support. I told her that I had been on hold for over an hour and now have to open the cover and call back waiting for another hour or so. I also have to work my day job and cannot spend time trying to fix something that I paid over $2600. Sarah also did a screen share thru my phone and was supported to have taken video recordings and pictures during the troubleshooting.
• I called back again that same evening and got to speak to Spring. She told me that I do not have to open up the cover or do the troubleshooting and she will arrange for a technician to come out. She also mentioned that there was not documentation by the previous technician Sarah, so we had to go thru the whole process to document the issues again. At this point I couldn't use the machine to exercise. Here is an exercise machine I paid for and it was just sitting around and I cannot use the machine for more then 2 weeks before the technician can be scheudled.
• The A Atlantic Fitness Repair folks called and scheduled a technician to come out in 2 weeks. So here I was unable to use the rower for another two weeks. The technician came on site and looked at the issue and told me there in nothing much he can do. This is after waiting for 2 weeks
• I called back to NordicTrack support and this time got to speak to a lovely person by the name of Diana Ehret and she tired to troubleshoot and set up some replacement parts ordered. The technician came out in about a week or so just before Christmas and tried to replace parts but the grinding noise was not going away in fact it got worse.
• I emailed Diana and she sent out more parts, I also called the warranty department and spoke to Tyler and after a long conversation her manager decided to replace the original unit. She setup for the machine to be picked up on Jan 8 and the new rower was delivered on Jan 7.
• I was very happy to get the new machine as I was assured that I will not have any issues. I setup the machine on Monday and began to use it on Tuesday morning to work out and hold and behold this machine was in a worse condition then the other one. When I pulled the rower there was a grinding noise and when the handle went back there even worse noise of metal grinding against metal.
• I tired calling NordicTrack for two days and after being on hold for hours the line will get disconnected, and this happened multiple times and I finally had to give up and I have a day job and I didn't pay $2600 for a machine to sit on a call for hours.
• On Wednesday 1/13 I finally got in touch with Ethan, and I opened the covering and we saw that metal magnet was sticking into the fan on the right side. I was bent. I tried the open the nut to remove the fan but it was so tight there was no way to get it lose. Ethan said he will order a new part and then found out that the part is back ordered for 2 weeks so not I won't be able to use the machine for another 2 weeks. I have had the machine since September but may only have used it for a couple of weeks due to all the issues.
• Today I have been calling NordicTrack Customer Service number and Warranty number and after being on hold for more than an hour the calls get cut off. I have sat on the phone for over 3 hours today trying to speak to someone.
• Called into the Warranty department on Jan 15 and again on hold for hours. Spoke to AJ and he said I need to call back on Monday at 9 AM EST to get someone to speak to.
• Monday 1/18/2021 on the call listening to the same music for the last 2 hours still no response yet.

How can a company like NordicTrack put out machines that do not have quality control on equipment? One machine having issue may be its understandable but two machines have issues back to back this is totally unacceptable. My friend owns Concept 2 rower and those things run for years with no issue. I have had 2 machine for less then 4 months and have had a chance to use it for a solid 2 weeks while paying for monstrosity.
I need NordicTrack to take this machine back and return my money. This is total unacceptable. I have also reached out to the State of CT Consumer Protection Agency to file a complaint.

First, the company never responded to a request for in-warranty service of a strange clunking noise.

Second, and most importantly, the seat/saddle clamp slips suddenly, throwing the rider backward or forward, potentially causing serious injury. No matter how tightly the screw holding the clamp and saddle is tightened, the clamp slips without warning. (The saddle clamp holds the saddle by its rails, and mounts to the seat post. It is supposed to be adjustable, allowing the saddle to be canted forward or backward, but should NEVER slip precipitously forward or backward when someone is riding.)

Nordictrack's response to my request for service (the bike only about 6 months old and I bought and extended warranty for it too--waste of money, it appears) has been to tell me four times that they can't find my account and to register the bike. I have proof that the bike is registered and that they know it. They have made no attempt at all to fix this dangerous problem.

I think a class-action products liability suit is in order, and mandatory recall of these plainly defective, dangerous machines.

Purchased Nordic Track/iFit membership associated with order RCS181932 on Oct 11, 2020, for use on my X9i Incline Trainer. I never received my activation code nor the iFit module, as promised in the Nordic Track confimation e-mail that I received that same day. Several e-mails since - to both Nordic Track and iFit - have gone unanswered. Chat 'reps' are useless as well.

Tracking number [protected]
Order number NT6368760
I ordered my machine on November 9th, 2020 and it is now January 11, 2021 and I still do not have it. It is a mess. Nordictrack said that I had my machine delivered on November 26th, but no one delivered it. The local Ryder company must have told them that, but they did not deliver. I called the local company and they said they would come three different times and they never came nor called. I called them and they had an excuse every time as to why they couldn't make the trip to deliver it. On the third time, I told them they need to find another company to deliver it to me if they can't handle it or to send it back to NordicTrack. I've made inquiries to the NordicTrack Sales team, Icon tracking team and customer service. I'm currently on hold again with Icon to see if they can just cancel this whole thing. The best (read worst) part is I got a bill for the thing yesterday!

I've literally had to take 3 days off of work, spent hours on the phone and with email. NordicTrack needs to allow everyone to look into things to help customers or they are going to lose a lot of business. This hands-off approach is not customer friendly. I am very disappointed, have a bill, and do not have a machine! Basically, I've been beat up.

Ordered treadmill directly from NordicTrack 11/13/2020
Received 12/12//2020;
Moved to exercise room by moving company 12/15/2020
Functioned for an hour or more then console froze 12/15/2020
Worked with tech for an hour or so. He said I need a new console. 12/15/2020
He ordered part 12/15/2020 (ICS 8839020)
I have not received any communication or updates unless I initiate it.
I called in 12/21. I had to send in photos of Serial number since not visible
was told a few day part would ship. (Note part tracking system online does not work).
I called 12/28, told it would ship in the next "few days"
I called again 1/4/21 Zach said 68 open orders for this same part with 400 plus in warehouse going thru quality control processes. Then they will ship. I was given no timeline and was on hold in total on the last call for over 2 hours. I have not received any offer of remuneration for not having a functioning piece of equipment. Hold times are excessive. Communication is vague and spotty at best. Customer service is horrible.

I purchased a bike on December 8, 2020, order # NT 6778234. I was told that it would be delivered by either Thursday the 10th or Friday the 11th. I later received an email confirming the purchase, however informing that the delivery would take approximately 10-14 days. On December 28 I received message from Ph # 614-333-1147 stating that the bike was available for delivery on December 31st. I called back the phone number left on the message (717-616-8004) and was told that they were not certain if could be delivered by Thursday the 31st but if not, it would be Tuesday January 5th, 2021. I received a text message yesterday January 4th and called back the number provided. The CSR was very rude and briefly told me that I had to call today the # 717-616-8004 to schedule a delivery. I just called and was now told that the bike will be delivered tomorrow, January 6th, 2021. I paid $99 for this delivery and if I had been told that would take one month to get this bike I would not have purchased. The entire process was dishonest. However Nordictrack was very quick charging my credit card which is for payment on 01/14/21.
This is definitely the worst service that I experienced on any online purchase. I am planning to file a complaint on the PA Consumer Protection Bureau regarding the misrepresentation of Nordictrack delivery schedules.

Celia Spicher

I've had a s22i since mid-October. My wife and enjoyed a couple of rides before the incline/decline started doing it's own thing. I called customer service (you will wait on the line for a very long time) multiple times; we updated software to no avail and then ordered a new incline/decline motor and controller for the bike. Some parts were backordered. A tech came out to replace the motor and controller however it didn't fix the problem; also some noises at the resistance motor. I'm told I need to call back next week after the tech has provided his notes about his visit. We went the entire month of November and December (we are in Boston area so aren't getting much exercise outside) and still don't know when we can ride the bike. I will say, what we saw of iFit is impressive, I just wish we could enjoy it. To be honest, at this point I wish I chose the Peloton; live and learn I guess.

Order was placed in November
Promised I would have it for Xmas never got it
Was scheduled for delivery Jan 2, 2020
Someone called and said they lost the bike than they called and said driver will be here within 30 minutes. Took the day off work to be home for this and no one showed. Called nordi track and they basically said not there problem is the trucking company which it's both their problem. Tried calling Ryder no one answers finally someone did by luck and told me they would call back and never did so here I spent almost $3, 000 for nothing but lies. I appreciate someone to follow through a new call me as I'm canceling this order and will go with peleton. I would never recommend nordi track
So disappointing

We have yet to wait less than an hour for any live person. Incredibly frustrating. Their plan to make delivery and communications customer oriented fails not just for the fitness industry, but for any consumer product company. We both work full time, have higher education and thought we were making a sound decision going with Nordic Track. Finding a place to even let other consumers be aware of the poor customer service is hard. They don't want you to know how awful they are!

The design of the Proform is the worst we've tried in all our years. I have a masters in exercise science, and thought this machine is too good to be true. I, unfortunately, was right. This machine gives your feet no solid pattern for your feet to follow. Your body has to create the path your feet will follow, which is a complete mess! I'm sure it will last forever for it seems well built. Just a horrible design! You can't run, you can't hike, you can't even walk consistently, you can't pause to drink water without your feet going all over the place, and you have to hold on to the handles which are placed above your shoulders. No one walks or hikes like that! The arm swing doesn't mock any human repetitive behavior. If you wanted to do throw in a sprint like movement, you can't do that either.

I so badly want this review to come up as a pop up window on the website for anyone considering this company. Even if we liked another product of theirs, their customer service has pushed away from them for good. Huge waste of funds just trying to get it out of our house.

I purchased a NordicTrack treadmill and originally unaware that iFit could offer the same, paid a subscription fee of 15 dollars a month so as to avoid Pat paying 180 Dollars. I could not pay the full amount.
The machine was fine until I discovered I could do the same with iFit. So took on the ifit subscription and 5hat is when the issues and the frustration of trying to get the consul to function began and has now led me to tears.
I phoned iFit and informed them I could not get the iFit program to function. We changed my email and password so as to be able to use the program but upon trying to use it, it still did not function so I phoned iFit once more, waiting 45 minutes to speak to someone by the name of Grace who messed around with the machine, turning it on then off, at least 10 times, pressing every button. That took over 30 minutes. She could not fix it and said she would speak to a manager, so 30 minutes later, after holding on to the phone she said she's spoken to a manager and we would try once more, and if not we would have to put in an order for a new consul. So we did. She told me an email would be sent to confirm the order after I repeated my name, phone number and address over 3 times to confirm. She also stated I would not lose any money paid on the subscription since I was not using it. The machine was 1 one month old
The next email I received had a fictitious address and name for the correct machine.
I called was informed there was no Grace, the person I had spoken too. So I called again and spoke to Matthew, who after 20 minutes of explaining told me he could do nothing but he would redirect me to the parts and services. I then spoke to a "Supervisor" there by the name of Celeste who told me she would sort everything out and would listen to the conversation between Grace and I.. Yes you have guessed there is no such person, I have now found out upon calling yet again.
I cannot possibly know why I am going through all this and cannot access anyone to help me. All I can presently is do not buy any nordictrack with ifit for you to use because if the machine fails you, read once more what I went through

I received my NordicTrack treadmill on Aug 31, 2020. Paid $200 to assemble and $100 to move up a flight of stairs. Never could get it working. Paid another $200 to have ot disssembled and reassembled. After over 3 hours of phone holds and chats, conclusion: Its the monitor. They said they would send me a new one. They have had so many complaints and product issues that they could not even give me an estimated date for the monitor delivery. The monitors are made in China and they don't know when that part of the supply chain would reopen. They denied me a service tech to help with the expensive diagnostics and reassembly. The warranty continues to run and I was told that when I ever finally get it working, "just call in and give us the amount of downtime you have had so we can change the warranty date". They are not the ones that issue the insurance, so who do I call and how would this be documented?. It is now mid October. No answer on the phones and no emails or responses that would give me any hope that this $22, 000 machine will ever function. They will not come and get it because it is on the second floor. They will not reimburse me for the money I have already spent. This is an overwhelming problem for this company. They need to be held accountable

I paid $350 for an extended warranty and it's been 4 Months and nobody is helping. All I get when I call is it's ordered. No time nobody calling me. Nothing

Back on June 7, 2020 I sent pictures to ICON Bayon Chhouk (bayon.[protected]@iconfitness.com) regarding my Nordic Track Treadmill. He requested pictures of the board (life time warranty) and they were supposedly processed to a team that would determine reimbursing me for the treadmill or fixing it. I have written a total of 5 emails to check the status and yet to receive a response.

I ordered a treadmill and was told my shipping date would be August 5. That date has come and gone and I have heard nothing from them. I am currently on hold with them and it's been an hour and twenty minutes. I signed on to chat and it tells me they have no operators available, so am I waiting on the phone in vain? I've emailed them and heard nothing. Had I read these reviews prior to my purchase, I probably wouldn't have purchased from NordicTrack. I can't even reach anyone to cancel my order so I can order something from a different company.

This is a brand new bike that has been used only 3 times. Very first time to ride the bike powered off. Now it will not power on. Five weeks out from delivery which took over 3 weeks and cannot get help or reach anyone without being transferred and sitting on hold. Held for over 3 hours earlier today and currently tracking the time at 1 hour 13 minutes. Do not purchase anything from nordictrack!

This company has horrid customer service. I purchased an x22i treadmill had it for less than a month and is now inoperable. Company sent my bill to the wrong address and charged me late fees even though it had been sent to the wrong address. I finally got my first bill delivered which now not only has new late fees added even though the bill is not due until mid April and the late fees I was told would be waived have not been. I received replacement parts in the mail rather than being offered to have a technician come in and replace the broken parts. I am highly dissatisfied with the customer service of this company and would advise against an investment through nordic track. Big mistake

About 2 months later I still have a machine that is inoperable. Customer service thinks the solution to this is to just continue shipping random parts to "fix" the treadmill. No technicians will be sent out and given the current COVID-19 issue I get that however, advocate for your customers and have financing payments deferred until the machine is functioning.