NordicTrack
Reviews and Complaints

Purchased NordicTrack treadmill last February and had trouble with the console. Console died. tried to get technician to fix. Instead was sent a bunch of wires and instruction to take apart the treadmill, replace the wiring and reassemble the treadmill myself. This is not what I would consider warranty support. Was on hold for over nine hours (three hours at a time since it disconnects after three hours). Chat never answers on any of the websites, NordicTrack.com or my. ifit.com.

I purchased the machine off Amazon in February '22 but didn't assemble until November that year. I immediately noticed that the "+" button to increase speed did not work. I repeatedly emailed them, held on chat and held on the phone many minutes over several weeks before finally today getting someone to talk to. It quickly became apparent that she was not going to send out a service technician to fix the treadmill unless I agreed to pay for the service call. The machine is under warranty for 2 years parts and electronics and 1 year for labor from the date of purchase! How can I get the to honor the warranty?

I-Fit pushed a software update to Nordictrack treadmill models connected to the internet. However, the updated caused the screen and console to dark on older models such as mine (2014).

The treadmill is inoperable and their customer service line is flooded with calls.

I have been on hold for an hour and others are reporting the same. These treadmills are now all totally inoperable due to what they did.

There was a class action lawsuit filed 1/20/23 in Delaware against them.

I bought my 2450 directly from Norditrack because they offered a "white glove" installation that Amazon didn't. I went to a sporting goods store to look at it in person (I ran it in manual setting as iFit wasn't on in the store) and read numerous reviews and unboxing videos on Youtube. I was aware that people said there were some video quality issues and that the company had terrible customer service. I've owned a Peloton for 5 years and haven't had any issues with it. The one time I needed help with a reboot, I got through to customer service within 2 minutes and a helpful rep had me spinning within 10 minutes.

White Glove Service - don't bother

It's a 300 lb machine and I didn't want to take any chances so I splurged on the $200. Norditrack uses Ryder for the service. I was initially pleased when I received multiple emails and texts keeping me up to date about my delivery which was within two weeks of ordering it. On the day, however, the team called me 2 hours before the window and said they were outside and could we do it early because their other appointments were cancelled (probably people more sensible than me, cancelling orders after reading the online reviews). The team of 4 worked quickly. I was prepared with my iFit login because the instructions said they would need me to put in my wifi password and login to test the setup. Never happened - the team seemed in a hurry. I was excited and tipped them well even though they left styrofoam pieces all over the house and front yard and scuffed the paint on the walls.

I went for a hike on the first day but by the second day, it had tried to do an update and froze on the start up screen. Neither turning it on and off or unplugging it helped. I got on the floor to try to find the tiny restart hole and that is when I noticed that there was a huge crack in the top panel frame and that the delivery crew never screwed it on because they saw it was broken and if they screwed it on, it would break off entirely. You know that feeling when you get the first scratch on your new car? I was heartbroken so I called customer service to report this and get support on the freezing in the middle of an update. The rep was helpful and told me she would send me a replacement hood and screws and then walked me through manually forcing the update. We were good to go! ... or so I thought.

A few days went by and I was traveling but returned excited to use my new machine. I put on a video of a run around Slovenia and set to work. I noticed the video kept freezing. Not just once or twice, but almost every 3-4 seconds. Sometimes it was just a quick flash, and other times the entire screen froze. This was not only a negative viewing experience but also made me feel a bit woozy; the videos are filmed first person and are very immersive. I logged a support ticket on the iFit app but no one got back to me. Then I tried calling but their 800 number is only during the week and Mountain hours and I'm on the East coast.

I mentioned to a work colleague that I bought the machine and he told me has the same model and had the same problem early last year. He told me he had a technician come and replace it and now it worked fine. He warned me that they gave him a hard time because there was a spot of rust on the machine and said it voided the warranty. He had to pay ~$150 for the site visit. I felt like I had the answer ...

So I called customer service back and I waited. And waited. And waited. It took 2 hours before someone answered! She told me she believed it was my wifi. I told her no way. Firstly, my partner is a technical guy professionally and loves gadgets. Secondly, there is a Peloton sitting right next to this machine and it has never had any issues with bandwidth. The woman had me run all sort of diagnostic tests and they came back as fine. She told me she thought I needed another router. I told her that can't be. She escalated the call and I went back to being on hold.

Grumpy note: they play ONE (1) song and their average wait time is like 30 years. If the experience of spending $3000 on a machine that doesn't work and having to wait on the phone for HOURS doesn't upset you, the insanity of listening to one irritating song certainly will. Who is running this company?

It took ANOTHER TWO (2) hour to reach the next level of support, for a total of FOUR (4) hours on hold. The guy seemed empathetic and he told me I needed to put a dedicated router (14.4 htz) in. He told me to tust him and gave me his name (Oscar?) Exhausted, depressed and demoralized I said ok. My partner bought a new router, installed it and surprise, it did absolutely nothing. Meanwhile, I went back to riding the Peloton (over 1528 rides) which worked perfectly fine.

Then the replacement hood arrived and I thought well at least they solved that problem - until I opened the box and saw that they had forgotten to send screws --- honestly, is anyone there competent?

All of that occurred last month, in December. I felt remorseful for not buying a Peloton tread. I liked the iFit videos and thought I would risk having the issues everyone online was talking about. I know now that I was wrong and I felt sick about the poor investment I made. We went away for 2 weeks and I tried to put it out of my mind because it made me want to throw up and cry.

I received a survey and wrote all of this in it and at the end asked for a supervisor to contact me - never happened. I opened another online ticket and over a week went by and no one got back to me. I tried to multi-task at work and contact them using their chat function but it wasn't configured for iphone and it kept timing out. Last week, I logged two tickets online, one for the screws, the other about the video card. I received confirmation emails with a case number but no one ever contacted me on either issue. I sent a follow up from the treadmill itself (yet another ticket). No one contacted me.

Last Monday, I opened a chat window and after 90 minutes "Hello, Mary! An agent is on the way" About an hour later an unpleasant woman chatted with me and said she would send the screws. I asked her for the status on the ticket and she said she would have to transfer me. "WAIT!" I typed quickly, "Please don't transfer me yet, I already have an open ticket, I just need you to check on the status." Of course, she closed the chat window.

After another 30 minutes on hold Ashley told me she'd have to run some diagnostics with me. First of all, I'm in my office in a different part of the house because I cant stand immobile at my treadmill in the basement for 4 hours waiting for someone to be available. Secondly, I already did all that (the reps don't seem to actually refer to previous reps notes or maybe none of them take them). I told her I'm not re-running all the tests, we did that and I was told the router is the problem. I put in the router as I was told so it should work right? I told her I wanted a technician or a refund. She told me they don't send technicians for "software issues" and I told her it's the video card. She said she wasn't sure. I told her to check the several thousand people online reporting the same thing. She wasn't amused and frankly, neither was I - this was going in negative place. I repeated over and over in the chat that I wanted a technician or a refund. She cheekily reminded me that I was over my one month. Obviously, the company knows how to use its incompetence to stall the process so that people can't return their crap. Livid doesn't begin to explain how I felt.

I filed a complaint with my credit card company as well as on complaints board dot com. I guess I'll use it with my iPad. What a deeply negative and disappointing experience.

I see online that there is a class action lawsuit on this

I've been trying to call for several weeks and their service numbers states call before 6 PM Mountain, which I did. After several prompts to direct my call I receive a message stating that they are closed and call back during normal business hours. Frustration #1.

Then I filed a complaint on the ifit website on 1/13/23 and received an email back and sent a case number of [protected]...no follow up. I sent a follow up email looking for a status update and nothing.

I tried calling again but was on hold for over 20 minutes when a message was sent stating that I can set up a text message and they will call back when the queue lessens...no response.

Yesterday, I was on live chat on NordicTrack's website and after several questions I was told I was being redirected to a different department, which never happened and several minutes later my chat ended.

On 4.29/21 I paid $1,548, not including tax but did include white glove assembly...and it was assembled incorrectly. I made several attempts to reach NordicTrack to resolve that issue to no avail. Then on 5/6/22, I paid $179 for an extended warranty and obviously I'm experiencing the same unsatisfactory customer service!

This is our third NordicTrack and has been a very unpleasant experience.

I would like to receive a phone call or email not asking questions but telling me when a technician will be available to repair my machine.

I bought the s22i bike in Dec 2020. In November the machine or monitor did not power up one day after working fine the day before. On Dec, 9, 2022 I opened case (#[protected]). Dec 10th we got a message that said someone would be in touch with us. Finally, on Dec 28th we heard from them requesting the model # serial # and address. We provided of course and now cannot get anyone to respond. Today I ordered a power supply hoping that might be the problem. I had to do something thinking a $2200 bike should last longer than two years. Also, the extended warranty group checked our registration and said it should still be under warranty! I have spent way to much time on this matter not to even get a resolution.

I was training on my new treadmill (top of the line, only 1.5 years old with 4 years extended warranty). I was running at a very fast pace when my treadmill literally broke! Left side crushed to the ground and I fell very very hard. I’m injured! I’ve literally called numerous times and emailed numerous times. I have a claim going. I have been promised 4 days in a row a supervisor would call me back and nothing! No one has contacted me! A 4’’ pin literally flew out of my treadmill as a bolt sheeted in half. I’m 115lbs! How does this happen? And no one to contact and help me? I had to miss work and still recovering from my injuries!

I've been calling, chatting, emailing for almost 2 weeks to order a part that we need for our 1750 Commercial Treadmill, that was required as per the technician.

i've left my number numerous times, called the local stores(number disconnected)

The treadmill is for a fitness center in a condominium, residents are upset that we can't get anywhere with Nordic Track

We have an extended warranty until november 2024.

The unit won't power on at all.

Prior to that the ifit console wouldn't boot now it won't even power on.

We have been on a damned merry-go-round trying to contact support, they ignored both support tickets we put in and we called them numerous times but it's been one disconnect after another.

After two weeks of this [censored] i'm frustrated as HELL!

I am unable to contact anybody at Nordictrack for my warranty service on my treadmill.
I have submitted four requests online for service, but Nordictrack has never contacted me about scheduling service.

Hold times on the phone are at three hours or more. Twice I got through and was transferred to the "people who schedule service for warranty". The first time, the person said that she could only schedule service if we did a video call. She texted me a link for the video call did not work and the technician never contacted me back.

The second time I actually got through, they again transferred me to the department that handles warranty service. After being on hold for over an hour, the call was cut off.
I am unable to contact anyone at all to get my warranty service.
The only phone number Nordictrack gives out is the general customer number, and the wait times are up to four hours on that number. There is no online chat available and email requests are ignored.

After over a month of waiting to receive my treadmill, it was delivered 1/5/23. The hydraulic part (#75) that helps lift/move treadmill was missing. In testing the treadmill out, I noticed the incline arrows did not work, only the incline quick buttons. On 1/7/23, the console stopped loading at all making the treadmill not useable. My husband and I have been calling Nordictrack/ifit daily since Monday, waiting on the phone over 2 hours and never getting through to a human. We both have full time jobs and can’t stay on hold all day long. We’ve tried leaving phone numbers for call backs as well as submitting tickets and using the chat function. The customer service is non-existent. We even called the extended warranty holder and they said they could do nothing without us first going through ifit. He stated it was a “hot mess” over there. Realizing this company is a scam and thinks they are so big that they don’t have to respond to the little people when they’ve spent over $3000 of hard earned money for their product, I submitted my return request one week after receiving the treadmill I never even could use. Still, we have had no contact from them. I’m warning anyone to not purchase from Nordictrack or ifit!

We have a noise coming from the bike and are unable to use the bike. We reached out to Nordicktrack/iFIT several time from April 2022 and its Jan 2023 with no resolution. I reached out when we were still under warranty and now I dont even have warranty to request parts replacement free of cost. We spent so much money on this bike and its just become a useless liability for us right now. Customer service is terrible. I wish I had not make this purchase.

1/12/23

I bought a treadmill from Dicks Sporting goods online on November 20 of 2019. I have the CCard receipt and all the info that came with my unit. I paid a lot of money for it and the console went out. I provided all the info including the bank statement showing the charge and you want an invoice for proof of purchase. I don’t have an invoice! So now your charging me over $700 dollars for a new console with a 90 day warranty. I am sorry but that’s ridiculous! Your company is stealing from the consumer! I shouldn’t have to pay for a new console @ that price…. I can’t even use the treadmill without the console the belt wont run without it!

I just received my commercial 2450 Nordic track and tried to use the 30 day free trial for IFIT. I found out I have to put in a credit card for 39.99 before I can try it.

I tried to contact Nordic Track and spent several hours on hold; finally requested a call back. Several hours later a rep called me. I asked if my account with Nordic Track is different then IFIT and she responded Yes. I told her I am unable to get into my Nordic Track; message says user already exist.

I wish I did not purchase this product and went with Pelton.

Purchased a Nordic Track Vault Complete from Dick's Sporting Goods on December 12, 2022.

The exercise mirror froze upon initiation of the product. I contacted customer support and they authorized a replacement part to be delivered within 7 days.

When the delivery failed to arrive, Nordic Track claimed their warehouse supervisor could not be contacted to confirm the delivery date.

Over 100 phone calls and emails have resulted in the same response..."The warehouse manager is unable to respond".

I am now filing a lawsuit against ICON for breach of warranty.

Commercial 2950 treadmill controller board broke twice, running board cracked and treadmill adjustment bolt snapped. The treadmill has been inoperable for months while waiting on service and repair parts. When the treadmill adjustment bolt snapped the rear treadmiller roller slid forward on that side, causing the belt to snag and abruptly stop. I could have been injured. The treadmill is sold as a commercial treadmill rated for a 300 pound user. I am 190 pounds and this treadmill can't withstand my weight.

We submitted a customer service request on 11-3-22, as of today it is 1-6-23 and we have zero resolution. What we have been given is the run around constantly. First we were told we needed to register the product, which we had and submitted a screenshot of our registration. We received no response, we contacted 14 days later, asked to supply more information, which was already given multiple times. I asked to have a supervisor's e-mail, again 14 days wait. Sent another message, finally received an e-mail to a supervisor, so copied them on the e-mail. That was on 12-14, and nothing. I messaged again on 12-29 and once again, silence. Clearly, NordicTrack does NOT stand behind their product and we made a horrible decision purchasing from them!

We ordered a Nordictrack 2450 in October 5, 2022. It was scheduled for delivery for November 22, 2022, as that was the earliest date available. During the delivery, the technician dropped the treadmill, causing the box to be damaged, the monitor was completely obliterated. We contacted Amazon, who put us in contact with Nodictrack the same night. After Nordictrack took over the customer service delivery, everything went south. The technician who took the order stated that the monitor would take up to three weeks to be delivered.

We called on December 20th, with hopes to have at least a tracking number. We found out the service order was never entered correctly in the system and had to be re-entered. The new representative entered the order with "premium shipping" to ensure we get the part within two weeks. This time, the representative provided us with an order number.

We called again on Jan. 4th, and after calling 4 times (the call kept dropping after 60 minutes), we got a representative who stated they received the order and the monitor would be in "quality testing" before it could be shipped, and it would be at least 3 weeks before it could be shipped.

At this point, we are three months out from the time we purchased the treadmill, half assembled in the room, and we probably won't be able to use it. Nordictrack stated they will not replace the treadmill after 14 days of delivery, per policy.

At this point, we will request a refund from Amazon and have them deal directly with NordicTrack. The downside on this is that, knowing how NordicTrack poor response, I'm extremely hesitant to purchasing any products from them.

We purchased a treadmill from Nordic Track in December 2022. It was a nightmare to get the machine delivered. We had better service with Fedex than Nordic Track to get it to our house. When it arrived, I assembled the machine. When I turned it on for the first time, the incline went all the way up and stayed at the top level. I attempted to calibrate the incline but it is stuck and states calibration failed. It google the problem and it stated to unhook the incline motor and manually screw in the screw. Also to unplug the machine for 3-5 hours. As we were going out of town, I unplugged it for 5 days. When plugging it back in, it did the same thing. I then did the incline motor three times. Again, when turned on, it goes all the way to the top and stays at the top position. It will not calibrate. I sent I Fit and Nordic Track an email message on Sunday, Jan 1, 2023 and still have not received a response. I went online and communicated with the company via chat and was provided a telephone number to call, [protected]. After 30 minutes on hold, I was provide with the option to leave my number and they would call back. To date, I have not received a return call. This is a brand new machine and we cannot use the machine in the condition it is in. As of right now, I feel they can come pick up this piece of junk and go somewhere else for what we are looking for.

Hello,

I have been ordering parts and service on my NordicTrack Commercial S22i Bike since June 27, 2022, and today is December 29, 2022. I have not been able to ride my bike since that date due to an inoperable monitor. I bought the Bike shortly after purchasing the Commercial Treadmill X22i. I was a loyal customer who bragged about the brand. Now Nordictrack has a problem with my support and overall customer service experience.

Today I stayed on hold for an Hour and a half and was transferred to technical support who never answered, so I aggravated with your support relationship with iFit, which I feel is going to sink the loyalty of your brand if you do not address this issue.

I have had multiple technical calls which began with this Order Confirmation ICS9443666 on June 27th. I have three bike monitors in my house that have been removed, wires to rewire, control board replaced, and I still cannot use my bike that I continue to pay for...

In my career, I have worked with manufacturers supporting the Federal Government and I know that all products are not equal in production, and some are just a bad lot of products needing a mandated recall.

I need resolution to this problem as we enter 2023.

NordicTrack needs to evaluate their partnership with technical support with iFit or overhaul it.