NordicTrack
Reviews and Complaints

I did a lot of research and settled on NordicTrack S22i bike. I orderd direct from NordicTrack on Feb 12 and they listed estimated delivery date of 10-14 days. It's March 2 and they final list a delivery date of March 18 which doesn't work for me. No other dates are availible to schedule delivery so I call and cancel my order since it list 30 day returns all over the website. They want to charge me $450 to cancel my order. It has not even been delivered with no delivery date scheduled. They were unreasonable and horrible to deal with. Do not purchace directly from NordicTrack.

Out of the box the Treadmill will not run longer than a few minutes as in 3 minutes!
Had it troubleshooted and cust service determined it was a controller board. Had a new board sent to me. 2-3 weeks later the controller board arrives broken. it was as if a part was placed on the board and glued instead of soldered.
Now Cust Service will not reply to email.
Nordic Trac you suck. I'm looking for a class action to join against Nordic Trac.

We have owned our commercial 2950 treadmill since 2015. It worked without flaw until 2018. Since 2018 the console lift mechanism has failed 5 times. Thankfully we took out the extended warranty. Each time it has failed the same parts get replaced and then fail within a week later. I wish Nordic Track would get to the root cause and stop replacing the same parts over and over again. When the warranty runs out next year we may as well toss our treadmill in the trash.

I ordered a treadmill. It did not fit despite sales rep said it would. I called to return. Customer service was very rude to me. I spoke to supervisor Audrey Bennett and she was rude. I was charged $265 to return the treadmill. I tried to contact the head of customer service Tony Ritchie and received no response. It is disbelieving how horrible their customer service is in this company. No one should buy from them.

Model #831 23896.0
Serial # FF830G02719

Part - Left Crank Bracket (Manufactor Malfuction)
rod sheered off from bracket at snap ring slot, causing a dangerous safty issue during use. This is definitly a part defect and safety issue, this should not be a customer responsibility. Replacement part plus shipping cost $134.19. I have paid for this replacement part, but would like a refund!... Please advise

Steve Kent
Photos attached

I have owned a 2950 treadmill for 2 years and it is an awesome product. However the customer service after the fact is non existent. Excessive wait time on hold, chat will only take money email does not get returned.

I ordered a 2 year servicing with a 20% discount. They sales person told me the travel changes would be computed at check out. Nope. Weeks went by and I called the service company this had been assigned to. They checked and said the order had been cancelled and OBTW there would be a $200+ travel change. I said forget it and they informed all refunds must be obtained from Nordic Track directly. So here we go again. Sitting on hold, turned away by chat, no replay to email. Againits a great rpoduvct but after the sale service is horrible to non-existent

purchased Nordic track treadmill in early December with a delivery date of Dec 24 from white glove service from Ryder company. Here is where the trouble started and my main issue is that Nordic Track is impossible to reach. Incredibly poor customer service, in fact, no customer service. Ryder arrived with 2 men and immediately stated they could not move treadmill without 4 men but I had to request authorization. So they come to my house knowing they will not perform the job. After multiple attempts, Ryder gets authorization for 4 men and delivery is now today 1/6/2020. Again 2 men sent . This is now on Ryder but still have never reached a live person from Nordic track in a 2 week attempt. So unacceptable.It is obvious they do not care once you buy product. We also found out Nordic Track considers it delivered once it hits the service provider they have subbed it to, to deliver and set up. They charge you 350 dollars if you are to cancel. This is a disgrace. This is a company that people should be very wary of.

i purchased a Nordictrack on 1/1/20. I later decided I wanted to cancel my order. On 1/2/20 I contacted customer service after holding for 25 minutes an Customer service operator answered the phone. I told him I wanted to cancel. After trying to persuade me for 10 minutes he then started to tell me I would have to pay a restock fee. I told him why. I told him I never received a call that i was informed that I would receive on delivery and on credit approval. he said why would someone call you. I said because of my initial conversion they said someone was gonna call. me.
i just think this guy was very pushy and I think this company bullies people into keeping this item even if they dont want it.

I dont want to buy from a company that borderline bullies and that you cant reach on the phone.

I received an offer for an extended warranty on my s22i bike on 11/22 from Cade Watterson, including a discounted iFit offer. That email states:- 'We give our customers 1 year from date of purchase to extend their warranty. You have until Dec 20, 2019 to extend your warranty on your machine. This is your last opportunity to add extended coverage on your machine.'.

I have responded 3 times on 12/7, 12/14 and 12/18 per the instructions in the email without any response:- 'You can simply just reply to this email if you have any questions or if you would like to take advantage of this offer; I can add it to your original order and use the same payment method or I can send you a secure payment link. '

Very frustrating for me as today is 12/20, and very unprofessional from Nordictrack to not even respond.

I bought two of these in Nov 2018. Put one together to see if I liked it. Resistance never worked properly. It is nearly IMPOSSIBLE to get through the phone line to the right person. After months of trying, took off of work early in Oct 2019 to call. Still took trying on 2 days. Finally got someone to order parts and promise to send out tech. Stupidly I made payment in advance for setup of second bike. Nearly 4 weeks later, I have called, chatted and emailed. Still no tech has reached out! What the heck do I do w one broken bike and one that needs to be put together? HELP!

This company has terrible customer and shipping service.

after waiting 3 weeks for my order, they now claim that their 3rd party shipping company lost item. i now have to wait another 3 business day, if not found They reship and i have to start all over again with the shipping policy.if i don't want to wait ill have to cancel and pay the freight cost plus another 10% cancellation fee...Don't order from them !

3:24:31 PM - Server said : Please wait. An operator will be with you shortly.

3:24:38 PM - Wyatt said : Hello Nelson Moreno. My name is Wyatt how can I help you?

3:24:45 PM - Nelson Moreno said : Order Number: ****** Tracking Number: ******

3:25:07 PM - Nelson Moreno said : last chat the operator didnt respond

3:25:17 PM - Wyatt said : Okay just give me a moment and I will look it over.

3:25:24 PM - Nelson Moreno said : need to know whats the hold up here.

3:25:36 PM - Nelson Moreno said : i ordered this on the 15th

3:27:58 PM - Nelson Moreno said : come on 4 min?

3:28:22 PM - Wyatt said : With this order it arrived to NSD but when the truck arrived, the item was not on the truck. We are doing a dock search with the freight company to locate the item.

3:29:12 PM - Nelson Moreno said : so am i suppose to know what is NSD?

3:29:38 PM - Nelson Moreno said : and this is exactly what i told the operator last week ould happen

3:30:30 PM - Wyatt said : NSD is the delivery company that has been assigned to delivery your item. With the dock search it takes at least 72 hours for the freight company to complete.

3:30:31 PM - Nelson Moreno said : so i should of bought this from the store to aviod this hassle?

3:31:25 PM - Nelson Moreno said : can i cancel the order and get all my money back?

3:31:48 PM - Wyatt said : If you would like to cancel your order you would need talk to our Billing and Returns Department. Phone number is 1-866-896-9777

3:32:09 PM - Nelson Moreno said : un believable

3:33:13 PM - Wyatt said : You would need to talk to the Returns department about getting all your money back.

3:34:47 PM - Nelson Moreno said : where can i place a complaint?

3:35:15 PM - Nelson Moreno said : im also putting this transaction on social media...

3:35:59 PM - Wyatt said : If you would like to place a complaint here is a email. service@iconfitness.com

3:37:51 PM - Nelson Moreno said

We bought the C990 treadmill in may 2018. Last month the incline system broke down and did not work anymore. The incline jumps from 0% to 12% without doing anything but spinning the motor for 2 seconds... So I suspect the sensor is faulty.

I made a video of the issue and reached out to NordicTrack support which seemed to be IconService.com. I asked them to take a look at the video to see if a new sensor is indeed what I need.

They simply said: The machine is outside the US, we cannot help you. I bought the machine at Amazon.com and shipped it to Curacao where I live so I asked them who to call / contact next. After I said that Curacao is part of the Netherlands they gave me a Dutch telephone number that was out of business for 5 years! The website does not give any help finding a Dutch partner so I contacted Icon Support again.

Then they simply said : We do not give any help or warranty outside the US!

After explaining I need no warranty but want them to take a look at the video to confirm the sensor is the issue so I can order a new one, they directed me to Icon Canada... They supplied a website of them that did not work but finally I got in touch with them. Of coarse Icon Canada said to me: You have to be in the US for support we cannot do anything...

After hours and hours explaining and begging to take a look at the video to see if I need a new sensor, nobody at Icon / NordicTrack seems to care or want to help... They make nice products but they really do not care about their customers and do not give any help or support...

After 5 hours calling, explaining and getting nowhere I decided to trash the nearly new NordicWalk Treadmill C990 because appearently noboy even bothers to take a look at the video I made and let me know what the problem possibly can be... NordickTrack does not give a S!@$&%^ about their customers...

Please, please do not buy these products since they do not even want to spend 15 seconds on video's presenting the issue... They will not help you when things break down...

Marc Verkade - Curacao
Bought at Amazon.com May 2nd 2018 for 1099 USD
marcverkade [at] hotmail [dot] com

We bought the extended warranty after the original one was up after 12 months. The roller broke (never had this happen ever with past TMs), they came out and fixed it, this was in the first few months of owning it. Then, after 2 years the console buttons stopped working, I did the online chat. She was very sneaky, she asked me where I kept it, I told her the garage. Straight away she told me there was nothing they could do because it wasn't kept in the house, she said that the ‘extended warranty' info does state that. I can't find that anywhere and they should state this. The majority of people I know keep their exercise equipment in their garages. I've never had any issues with past machines, apart from fair ‘wear and tear'. This is an absolute scam, they haven't told me whether they will refund the money I paid for the warranty that I can't use. They make it as difficult as possible to do it, and all they say is ‘sorry, there's nothing I can do'. Terrible customer service and no business ethics at all.

This purchase has now taken over 40 days and counting (tick tock).
1. If you want a nordictrack product buy it at a store or take your chances (I did and wouldn't do it again)
2. If you are a company that ships products do not use nsdshipping.com and getconvey.com (both companies have zero accountability or responsibility)

Have you ever found a great product or so you think so you order it? Was this product relatively expensive? Did you expect to get it delivered within a relative time of two weeks?
The Nordictrack ordeal shipping with Convey and NSD two shipping companies…
My wife and I ordered a treadmill from them on 23 February and paid for it whole. We were told that we should receive within 10-14 days. Of course, we were excited, we were both looking forward to training so that we could be in better shape to hike a few mountains.
Within four days (27 February) we were told it shipped and we were impressed. Told my wife it left the warehouse on that day. Now it is in the process of travelling.
Let's discuss shipping for a moment. When companies state 10-14 days it is because the continental United States is pretty big. It has to leave a warehouse in a certain state (in this case Georgia) and arrive in perhaps Oregon and that is a lot of driving miles. Problem is I am in Chesapeake, VA only about 12-14 hours from the warehouse. Delivery to my home should be a lot less perhaps 7-10 days.
From Georgia it will ship to the closest major dock which is Richmond and transfer to a local shipping company in this case NSD Shipping (Non Stop Delivery) which will call you to schedule the final delivery to your home!
TIMELINE:
Left Nordictrack Warehouse 27 February by Convey freight shipping.
A bit about Convey…
Convey had a great tracking system where you can see what part of the journey your product is. I was able to see that it left from the Burlington, NC dock at 1:30 6 March 2019 and didn't arrive to the Richmond dock until 10 March. It took from the departure time to arrival with nothing in between 4 days (please note it took four days to drive 3 hours a total of 182 miles). Then after calling NSD 6 march, they stated it did not arrive. After performing a dock search, they did find it arrived damaged and another treadmill had to be shipped. By the way, no one could ever tell me how it took 4 days to travel 182 miles. I guess there are a few runners that can run faster that a diesel truck.

Now a new treadmill was shipped out from the Georgia warehouse on 12 mar. That did not arrive to Richmond until the 20th according to Nordictrack. But the company nsd stated adamantly that it did not arrive! I requested a dock search based on the last experience, they refused until Nordictrack requested a doc search on the 22nd of march.
I tried calling daily since the 22nd trying to see if they found it in their dock and on 29 march (friday) they said they found it on the 26th it was mislabeled. You would think this was the end, But no!
They said I would get a call on Monday or Tuesday to schedule final delivery. On Monday nothing, on Tuesday nothing, so I called Tuesday afternoon, NSD stated it hadn't arrived, I said but the shipnsd.com website states it has arrived and waiting for final delivery Estimated 3 April. After much complaining they said they found the entry and scheduled for 5 April, Friday between 11-3 (I'LL take off a day from work) and would give me a call 30 min call letting me know in advance and explained the longer process is due to the fact they have to find qualified drivers that could also setup the treadmill per the agreement.
Final chapter 5 April- (over 40 days later), or so I thought…
As I wait at 1:30 PM I called NSD that stated there was no record of the final delivery being scheduled, then a supervisor at Chantilly, VA states that yes he called Richmond and they did schedule it for today, but cannot track the product or tell me if it has left, but that the Richmond dock said it was scheduled for today and truck has left. Not only that but we are still within the shipping window.
A new final chapter…
I called NSD again at 4pm and NSD stated that it was not on their schedule. I asked to be placed to a supervisor. This time I made sure to get his name and number. Supervisor Robert Supervisor #3291 AND he stated it was NOT scheduled and apologized stating that they said it was a computer glitch and that they would be giving me a call on Monday to have it scheduled for later that week.
I spoke with all three companies Nordictrack, Convey and NSD Shipping and stated that there are hundreds of negative reviews. They said well they deliver thousands of products and that I am the exception.
If you have had similar experiences please add on to this blog and also visit the complaint links I have provided so that all 3 companies they may fix their issues. There HAS to be accountability somewhere…

It's still under warranty and Icon is refusing to fix or replace the part. They said there is nothing else they can do.
I know it can be fixed it just needs a new support arm on the left side. The right side is perfectly quite so I know the left wasn't machined properly
looking forward to hearing from you soon thank you
John Plut space saver se7i

Our treadmill is not a year yet, we still have payments on it, and I cannot believe that it has already broken! We have called numerous times, at least a dozen times, to attain service on our Nordictrack treadmill. Each time, a representative says that we will be placed on high priority. That is a complete lie! We have yet to be contacted by a technician who is to service our treadmill. The first representative wanted to look at our treadmill, so we did a virtual chat. She said it was the motherboard. She sent us the part, we have waited for a technician, and still did not come. Then the second representative says, "Oh no, no, no, it is the motor." So, he sends us the motor. Still have both parts no technician and a broken treadmill. From then, I called almost 6 or 7 times to see when the technician would reach us. The response was, we will place you on high priority. Still to this day, we have no technician calling or coming to have our treadmill fixed. Finally, I was fed up. While waiting on the phone for 52 minutes, I requested a replacement or a refund. I was transferred to the refund department and they said the policy was within 30 days so they couldn't help. Then that representative transferred me to the warranty department, which also said, sorry, we can't help you but to get a repair be done. I want a replacement or my money back.

Consumer Information
Date Filed: 3/19/2019
Sal: Mr.
First Name: [removed]
Middle Name:
Last Name: [removed]
Suffix:
Address: [removed]

[removed]
Daytime Phone: [removed]
Evening Phone: [removed]
Fax:
Email: [protected]@yahoo.com (email)

Desired Resolution: Replacement
Desired Outcome: We would like either a replacement, refund, or a definite repair.
Complaint Background

Not all of these questions are required. Please provide as much information as you have.
1. Product/Service Purchased: [removed]
2. Model Number: [removed]
3. Contract, Account, or Policy #: Serial No. [removed]
4. Order #: [removed]
5. Purchase Date: 12/8/2017
6. Date Problem First Occurred: 2/14/2019

Dates you complained to the company/organization
7. First Date: 2/14/2019
8. Second Date: 3/1/2019
9. Third Date: 3/4/2019
10. Payment Made: Making Payments
11. Payment Method: Credit Card

Name of Sales Person
13. First Name: web
15. Last Name: order
17. Purchase Price: $1, 398.28
18. Disputed Amount: $1, 398.28

I received my Fusion CST faster than expected. However, after getting is set up, I did one workout and the resistance would not work. I called NordicTrack of which is took almost two hours to speak with someone. I did a video chat with the tech person which determined that it's likely the motor. He then proceeds to tell me it will take 7-10 days to ship the part of which I will be installing. I explain that it is not acceptable as I am a fitness trainer and had purchased the equipment for my business. Nice new piece of equipment with a "do not use" sign on it is not acceptable to me. The tech then tells me he was authorized for 1st class shipping of the part. Three days later, no part. I went to the website and checked the tracking number. USPS hasn't even received the part from NordicTrack to ship. It has now been a week and the post office still doesn't have the part to ship the current status is "pre-shipping" awaiting package. Seems NordicTrack is more than happy to take you two thousand dollars, send inoperable machines then have no regard for the customer. So, I plan on raising absolute hell with NordicTrack until I am satisfied that they have fully compensated me for their incompetence.

I have had the Elliptical for several years working fine. I bought the extended warranty from a ad I received in my email. The technician came when I was not home but my husband was. He did not check the machine when the technician leave. When I came home the machine was not working. Since then it has been almost 1 month and I have been calling every 2 days. For the first 2 weeks I was told someone will call me back in 24 to 48 hours, no one called me back. Then this week they said someone will look into it and give me a call, No one called. Then today when I called I was told they will order the part and once it is delivered they will come out. Now I am extremely frustrated, how could a service warranty call result in a broke machine. How do they know a part is even needed? I am a busy physician and this has taken so much of my time. All I am asking is to have my machine working again.

Bought Bike and all was well until I tried to reach their Customer Service. Their very own customer service email address that they sent me, rejected my email asking them a question. Then I called and was on hold until I had to give up. Is obvious that they purposely avoid purchasers of their product for retention, so nobody returns their equipment. Their leadership should be ashamed do their lack of Customer Service and their customer service leader should be managed for performance and overall service. A hold time beyond anything normal and a customer CARE email address that bounces people back without delivering, is NOT an IT issue, its a purposeful design of avoidance. This will come back to bite them, because I am a social media expert that CAN make companies bad behaviours get well know and go viral. Consumers do have choices and one is bad referrals
.

I renewed the best protection plan from 2/22/17 to 2/22/20 with the understanding that it would cover preventative maintenance and after the speaking the representative they explained that it only covers if there is a problem.

The way it was explained to me it would be for both preventative maintenance and if there is a problem with my treadmill not only if there is a problem.

If it would have been explained that it was only for problems I would not have purchased the plan because I that preventive maintenance is very important.

I am very angry and upset because of the misleading information.