NordicTrack
Reviews and Complaints

We ordered our item 12-30-17 the delivery service called weeks ago stating that it was there in their warehouse but would not deliver it until today. It was delivered to severally damaged so it's sat in their warehouse for weeks with them knowing it was severally damaged and they sent it to us anyway! In the mean time we have been trying to get a hold of nordictracks so called customer service I have been calling them for over a week been hung up on time after time after I stayed on hold for hours and hours. Finally spoke to someone this evening and explained all the trouble we have had trying to speak to them
The girl I spoke with could not have cared less about all the time and effort spent trying to speak to someone for help!
We will never order from this company again ever never!
Disgusting how we have been treated

I would never buy from this company ever again! After purchasing a treadmill for christmas for a total of $2400, the 1st bill showed up reflecting the correct total. The 2nd bill I received ended up showing a total due of over $3000! Upon calling to resolve this issue I literally wasted 5 hours of my time on the phone being passed around to different areas. If I could, I'd honestly send this thing back but would be afraid they'd keep it and not refund my money. Nothing but a waste of time. Sadly, after finally talking to someone after 5 hours, I was then told i'd need to call back the following week to ensure that things have processed correctly. What kind of company is this? They are obviously a profitable company with expensive commercials, famous representatives, over priced products, yet you can't pay proper personnel for adequate customers service and support? Horrible.

We got it home and put it together. When we went to use it, the resistance would not work. When we call customer service we were placed on endless hold and no one ever picked up. After several tries the next day we finally got some one to answer and told them the problem. They said they would send the needed part and video on how to fix the bike. We waited five days and no part. I paid a lot of money for something that did not work and then got very bad support. I am very disappointed with your company and so will be returning the bike to where I got it for a refund and will never purchase another product from your company

I've tried calling the carrier (MXD), they never answer the phone. I have used the live chat with the NordicTrack sales team twice now, they have not been able to resolve my issue. I have asked to speak with a supervisor and was given the email address of Andrea Kennedy. I sent her an email on 12/19/17 with no response from her as of today 12/27/17. I have tried calling the customer service number from the NordicTrack website for order tracking with no luck, no one ever picks up. I am currently trying again and on hold again. I would like someone to contact me and explain to me why I still do not have my machine that I ordered back on November 27th. I was guaranteed delivery by Christmas. The MXD carrier site is still showing the order as "ordered" status...not in transit and here it is two days past Christmas. This was the only gift I had for my fiancé and our holiday was ruined due to me not having a gift to give him. Instead, I had to show him a picture of something I ordered a month ago and still do not have. I don't understand how no one was able to contact me to give me an update or to explain that there was a problem. I have had to do all the work to try and get answers and yet I still do not have any. This is not the way to do business in which you hope to have return customers. I was deciding between the Bowflex Maxtrainer or the NordicTrack Freestrider. So far I can see I made a big mistake and should have gone with Bowflex. Please have this complaint escalated to a supervisor or upper management for a resolution. This is ridiculous! On hold update - 45 minutes. I do not know how NordicTrack is still in business if this is how they treat their customers. I would like something for compensation for my inconvenience and for the fact that delivery did not happen by the date it was guaranteed. I would like to have my curb-side delivery upgraded to in-home set up for free and I would like to have the price of my machine adjusted to reflect the current sale price of $1799. I do understand that it is the holidays but NordicTrack is the one who posted on their website "order by Dec 11th for guaranteed delivery by Christmas" well, I ordered mine November 27th which is well before Dec 11th. The NordicTrack site shows it's been shipped so they are not willing to help me even though the carrier they chose to use is showing that it is waiting in "ordered" status. Someone please help me!

Great support from the parts department. The only problem was that as I continued to assemble the Grand Tour Pro I discovered more and more damage and finally determined when I saw the bent base plate frame that it had experienced a severe drop.

I decided to call the Returns department not knowing how much more damage there was that was invisible. I found that they are impossible to reach. I sat on the phone on two separate occasions for over and hour and all I got was elevator music. No opportunity to leave a return number or even an indication that you were only going to have to wait another five people before being serviced.

Don't expect to get an answer if you call [protected]

Purchased a machine from them direct, $2500. They sent it on nov. 25th to their rerouting facility in tukwila wa, tukwila refused the shipment.? Their own company refused their own shipment?. Now a 300 pound machine is lost in hwy and customer service from hell! Spent 2+hours on hold this morning with their shipping department trying to get some idea of where this box the size of a small electric car is and the response from the so called #1 seller of exercise equipment seller in the world "we are really to busy selling and shipping other units to be able to look into whats going on with your issue." really?

Do yourself a favor and buy elsewhere if at all! Maybe buy your loved one a northface wp jacket and boots and send them out doors. Save your self a ton of grief! Thanks nordic track and I would wish you a merry christmas but hey i'm to busy writing about your horrible company!

I wish I bought the treadmill from a different company.
Never felt so unappreciated as a customer.
I purchased an expensive treadmill and it broke 2 months later. Repairing it was hell. Not repairing, but my attempts to reach their customer service. It was a hard time. I made numerous calls and each time I had to wait for about 40-50 minutes before someone picks it up. It's terrible. They say the line is always busy, but I doubt it's the truth. My treadmill is still broken thanks to their wonderful service and I wish I had never bought from them.

I ordered a treadmill desk online but had to call customer service because of credit card issues. The sales rep Ben Freeman was "nice" during the sale and made me buy a warranty but the idiot changed the machine I ordered and sent me a regular treadmill instead which we only realized while assembling it. I sent him three emails and tried to reach him via phone multiple times but while he was eager to sell me the machine AND warranty, he never had the courtesy to reply to any message.

Lesson learnt - Never buy from Nordic Track since they have no concept of customer service and if ordering online do it yourself - Trust technology, not humans.

Sears is great for offering insurance on there products except they are the rudest people answering the phone. Poor customer service leaves you hanging on for one hr. does nothing to help the situation. Nordick should be investigated for fraud. I purchased an exercise bike for my husband, shortly after the 30 day return period my husband took seriously ill and was advised by his physician not to excercise since he had multiple health issues. I called sears and told them the bike was not used and if they would kindly take it back? their answer was a definite no! in spite of me offering them a restocking fee. I called nordick to cancel the repair contract and was met with a rude sarcastic customer service rep. : never again will I order from Sears if they can't find a solution I will not pay.

Buyer Beware... Please help! I have been treated so horribly by Nordictrack lack of service a non existent customer service. I purchased a treadmill by calling the number on their website. At first everything was expedited through their sales department. We paid for the $200 assembly service and some guy came out and asked us to sign a waiver just in case they damage anything. We refused and were never told by Nordictrack that this was a requirement. The sales department then promised a credit and a call to help us... Nothing! No call, no promised service. I have been calling but no one will take my call. Sales will not help me nor will returns. No one picks up the phone. I need help please I have this huge box sitting in my living room and I need this machine returned. I will not do business with Nordictrack ever again and I hope this helps others who plan on doing business with them as well. DON'T DO IT! Someone who has dealt with them in the past what do I need to do to get this returned. I've spent so much, too time on this
Thank you for any help.

I ordered the I-9 elliptical from NordicTrack in July of 2016. It took a month to finally arrive . Unfortunately, the machine was sent defective. It is now October and I have not been able to use this $2000 piece of equipment. Each time I call, customer service tells me they think the issue is a defective part and they are sending a replacement. The first time they send a new motor for the incline and my husband was able to figure out how to replace it ( no instructions were sent). This still did not fix the problem so now they think it is defective wiring and they sent new wiring . I have no idea how to work on this machine, there were no instructions sent and when my husband tried to call customer service for help no one was there.We cannot find any videos or online help either . It is unacceptable that I am expected to be the warranty department for this brand new very expensive machine I have yet to use because it is defective . I am requesting that NordicTrack make arrangements to pick up this defective machine and refund the entire amount I paid .
Cheryl Gerber

Horrible company to work with. They offered me a half-price to re-up to a premium membership. They accepted my credit card info. But their site would not process the order. I emailed Customer Care, no help. Finally, they inserted the half-price value on my billing page on ifit.com for an automatic renewal. I even tried to pay them a day early, but it still wouldn't work. The day of automatic renewal comes, I go down to use my treadmill, and I no longer have a membership. They didn't process the automatic renewal, my premium membership expired, and now the price to renew is back up to the full price, after they had processed the half-price special offer. I called and got no satisfaction. They said they couldn't do anything since the offer was now over, it didn't matter they had already approved the special offer for me. In fact, the rep insisted I needed to give him my password so he could check my account. After explaining to him that you never ask for someone's password, and arguing, it finally turned out he didn't need it after all. I really regret ever getting involved with Nordic Track/Ifit. It began with arrival of the machine and having to wait two months to get a code to start using Ifit. I will never do business with them again.

I ordered a Nordictrack Freestyle (almost $2000.) The website specs claims it was easy to set up and easy to move on its wheels. When the machine arrived it turned out that it weighed more than 300lbs. Early in the instructions the consumer is warned that they will need at least two people to set it up and two - three people to move the machine. I returned it and had to pay return shipping ($150) and a 10% restocking fee (almost $200.) I felt cheated because the website so completely misrepresented the dimensions and ease of movement of this exerciser.

I haven't even purchased the product yet but checked into the customer service piece and found there was absolutely no concern for the purchaser. I was shocked that the company was unable to tell me where I could go to test the treadmill I was interested in. After 4 phone calls and a week or two of emails that led to nowhere, I got to talk to an operator. She was unable to furnish me a phone number that I could actually speak to someone at corporate. When you phone corporate, you are put on hold until you can't wait any longer. I was told by the operator that I should purchase the treadmill and return it if I didn't like it. Please, anyone out there interested in buying fitness machines, run from Nordic Track or anything sold by the parent company, Icon Fitness. Its a real shame because I have a cross country ski machine purchased in the late 90's that is awesome. I have never had a problem with it. I can't say the same for my treadmill that is not fixable because they stopped making the console for it. DO NOT DEAL with this company!

After ordering an exercise bike online $800, there were too many problems with getting it shipped and no customer service without waiting 20- 30 minutes on hold waiting for help.
My experience with Nordic Track and their "free shipping" is done. My advice is don't buy from Nordic because, if you experience any problems, you won't get any customer service help.

Review of NordicTrack - A complete failure in customer service – can’t imagine how they would be once they had my money!
I placed an order online with them from their Canadian website on Wed. July 30th, 2014 for a $1, 700 treadmill – got confirmation email right away providing a link to check on shipping. On Friday after 48 hours I checked on shipping link – nothing updated so I called customer service. Was advised that the model I ordered was out of production and no longer available. Received apology and was offered to upgrade to the next model at no charge. I agreed to the upgrade and was sent a new order confirmation (353708) showing the new model number and shipping link. At this time I was told that shipping is typically 7-10 business days but as they ship out of Quebec and I am in Ontario I could see it fairly quick. Next Wed (7 days since original order placed) I called in again as I still saw no change in shipping – was now told that no product existed in Canada and it would be shipping from the USA and that might not happen for 2-3 weeks which means it could be 3-4 weeks before it arrived at my house. Told CSR I was not happy with that timeframe and suggested if he could not do better that I would look elsewhere and possible be calling back to cancel my order. CSR seemed unconcerned with the possibility of a cancelled order. Wife wanted this model, so we decided to stick it out. Next Monday I decided to call back to see if their story was the same. After 20+ minutes on hold and talking to 2 different departments I finally was told by a customer service manager named Sandra Tondini that the not only was my original order discontinued but the new model they moved me to was no longer in production and that any stock of other models in Canada would not be seen until OCTOBER! I told her that was completely unacceptable and wondered how a company who failed to notify their customers about discontinued product twice could then say it would be 2 months before product would be made available. She could not answer but pointed blame at other departments and would only agree to either let me wait or cancel my order. By the way … both discontinued models 2150 and 2250 are still showing available for sale and in stock on their website!
0/5 for order taking
0/5 for website content
0/5 for shipping/stocking
0/5 for customer service after sale
I will not be purchasing any product from NordicTrack or Icon Health and Fitness.

I ordered a treadmill from Nordictrack & they contracted with Estes, AKA "Estes Level 2 Logistics". Estes setup a date with a *5-hour* window which I thought was very excessive, but I agreed and moved my calendar around so I could accommodate their asinine time frame. 4 hours into my 5-hour window, I called Estes several times only to be placed on hold in their queue for 15 minutes or so. I finally left my information to receive a call back once my place in the queue was reached. They did call me back, but a representative wasn't on the line to greet me, rather I was thrown back in the queue listening to their godawful elevator music. I called several more times & finally reached a real live person around 7pm, 2 hours after my delivery window ended. I told the Estes rep that the delivery people never showed up & she was quick to tell me I was wrong, that the delivery was scheduled for the following day. I was absolutely positive that it was scheduled on this day so I called Nordictrack to make a complaint in the morning.

The Nordictrack rep was friendly and offered me a discount for my inconvenience (however the $400. discount was NEVER applied!). He also told me that he contacted Estes and they denied that my delivery date was scheduled the day before & that I was mistaken. So around 1pm later that day, the delivery driver from Estes called and told me, not only was he was running 30 to 60mins LATE (this made the delivery between 5:30p & 6p, and they still needed to setup the machine!) but that his personal truck BROKE DOWN and that is why he NO SHOWED the day before. Armed with the truth, I immediately called back the Nordictrack rep to inform them that the driver was admittedly a no-show.

Oh and now on to the delivery... At 6:30pm 2 guys show up in street clothes driving a 1990s personal pickup truck with my treadmill hanging off the back. I was unable to be there during the install, because, believe it or not, I actually have a life outside of waiting for two days for a treadmill to be delivered, so I called a family member to come and oversee the installation.
A) The 2 "delivery men" mentioned that they had NEVER put together this treadmill before, and chuckled about it.
B) These men admitted they WERE NOT licensed, bonded or insured!
C) They left me a bag of 15 leftover misc screws, washers & bolts.
D) They didn't leave my home until 9:30PM!

Hmmm, I understand a few intentional extra parts, but 15 pieces left by two men hired off the street to assemble a treadmill, that doesn't make me very comfortable using this equipment. Nor do I want this machine around my two young kids!

I contacted Nordictrack again to return the treadmill because I do not feel this equipment is SAFE based on the assemble & the performance. When I tested it, the treadmill belt hummed and the incline did not lower once I stopped the machine, HUGE RED FLAG that there's something wrong with it. So I got the pleasure of calling back Nordictrack and spent AN HOUR AND 40 MINUTES on the phone before they could process my return...AN HOUR AND 40 MINUTES! Stupid me, I agreed to offer Nordictrack my business again, and tried to purchase a different machine, provided that they would ensure the delivery people they send out are licensed, bonded & insured. Apparently it has been too difficult for this pathetic company to have a representative call me back to make the purchase so now I am stuck waiting for the box to return the treadmill I have now and I have also WASTED countless hours on this very simple transaction. I am definitely never giving Nordictrack my business again...and I hope people reading this review heed this warning and stay away too!

Here's my follow-up with my BBB complaint, and the latest incompetence:

I received the return box and scheduled a pickup with Estes for 3/6 between 12-5p. The NO SHOWED once again. I called the following day questioning why they NO SHOWED for the 2nd time, and the rep told me she wasn't sure if I had received the box. I explained to her that I was well aware that I COULD NOT return the treadmill without the box so of course I had it. I scheduled the pickup only after receipt of the box and I reiterated to the scheduling rep the first time around that I HAD THE BOX! Thus, another rep named Taz (with no last name allegedly) rescheduled a pickup for today, 3/13 with another 5 hour window, 12-5p. I received a message on 3/11 from a man named Chuck who wanted to "confirm" I had the box or he was not going to send out the delivery folks unless he spoke to me. I called him back, waited on hold for 20 mins, and ONCE AGAIN, explained I HAD THE BOX and that their company is incompetent if they cannot store these SIMPLE notes in their system. Now, it's 4:45p on the 3rd failed pickup scheduled & they NO SHOW again. Suspicious when I hadn't heard from the company by 4:15p, I called Estes, waited another 20-minutes, spoke to another incompetent rep named John, & heard the newest excuse for today's NO SHOW is that "ICON" didn't send them the proper paperwork so it's "not their fault." I am so frustrated that 20+ hours have been stolen from my life to wait for this incompetent company, who doesn't even have the minimal amount of professionalism (and respect) to contact the client if they cannot make the scheduled pickup time?

Both companies are greedy, incompetent, and gross. In this economy, it's surprising that either one of them get away with this behavior.

Buyer beware!

While it seems the do make few great machines it seems, ours was entirely defective and in the end even proved dangerous.

We’ve now learned that nordic track/icon offer horrible customer service and that they will not honor their warranty with a full replacement should you get a lemon - which may in fact be common.

Please note: we informed icon on numerous occasions that a failure to replace our lemon machine would result in us publishing this review.

They don’t care.

So here’s the full scoop...

Summary: after eight (8) months spent waiting on hold, for parts and for tech visits, and fighting with icon/nordic track to get a resolution, we now have a hunk of metal in the basement and a lame offer to refund what we paid - which won’t buy a new machine or haul this pile of crap away.

The story begins about two weeks after we assembled the machine... A three hour effort, which we did carefully. I am quite mechanically inclined and honestly everything was easy and straightforward. Viola! Let’s get in shape. Not.

Soon after my wife began using the machine, the troubles began. (Note: she is not over weight.)

At first, the machine did not track correctly along one of the roller tracks. After checking connections and evaluating the machine, it became clear that one link arm had likely been bent in shipping or welded wrong. We contacted customer support who nicely arranged our first of many visits. This took about 30-45 min of hold time.

They ordered us the parts they suspected were at fault. We waited a couple weeks for them to arrive. I replaced them. The problem was not fixed.

We called tech support back and spent another 40 minutes on the phone getting a tech scheduled to come out.

However! Before the tech would come out they asked that parts be ordered. It took over 6 weeks for the parts and the tech to arrive.

He fixed the initial problem and confided in us that these machines are often “dropped” on the way over from china. They get a rough ride he said. These repairs are somewhat common. Still, the machine at least now tracked correctly.

But! After another week of use, the machine developed a knocking noise around the flywheel area. It’s internal and not user serviceable. We called support back and though we requested that the first, friendly and very knowledgeable (And local!) tech return, they chose to send another from a neighboring state. This call took another 30-45 minutes of hold time... Don’t ya just love hold music?

Still no working machine.

The tech visited a number of weeks later and then ordered parts. Another month or so passed waiting.

The tech returned and upon opening the box, he exclaimed to great frustration that they sent both wrong and broken parts. He had just wasted an afternoon driving to our state. We had lost another month and half waiting for parts.

Still no working machine.

At this point we’re just plain frustrated. Clearly we got a lemon. Total piece of...

We waited another month for parts and a follow-up visit. The tech installed them quickly and then after less than a 5 min demo to see if the noise was gone... He was gone. A glimmer of hope though, it was initially quiet.

But! During the very first full workout use, the sound returned same as before.

Still no working machine. Now we’re just angry.

I called customer support to express our displeasure with what was now a 7 month ordeal waiting to get a working elliptical. Another 45 minutes on-hold and on the call. Wasting my life...

I asked for a replacement. They refused. They insisted on fixing it one more time. They must of figured it was some minor issue.

Tellingly... We had been in contact with the service team as well and they repeatedly told us we needed to get “much angrier” with icon to get to a resolution. The told us we must be being too polite. Imagine that. History much?

Since icon never mentioned not using the machine and frankly since we were so frustrated, my wife continued using the just repaired machine with the annoying knocking noise, while waiting for yet another tech visit.

That afternoon the machine basically flew apart. The pedal assembly came loose from the fly wheel (Not a user installed part by the way) and my wife was lurched off the machine, twisting her knee. Thankfully... No real injury to speak of. Could have been worse for sure.

I called back, waiting another 45 minutes on-hold throughout the call, and expressed my outright disgust with icon and nordictrack.

I demanded a replacement.

I was told I could wait 10 more days for a response!

I asked for a supervisor to call us back in three days. We left detailed contact information. They did not call.

Today, we received a letter offering a refund or a credit to a new machine. Since we bought the machine on sale, directly from nordic track, they will not offer replacement value... Only a refund.

Still no working machine.

Between the ridiculous wait times, months waiting for parts, numerous mechanical failures in the machine, and a final unwillingness to honor their warranty by providing a working machine, it is clear to us that nordic track/icon has no interest whatsoever in having satisfied customers. None.

Buyer beware!

If you get a good machine, great. Lucky you. As for us, we’d never have gambled $900 on a machine the manufacturer clearly refuses to stand behind.

Oh, and if you do get a working machine... Pray. All of the techs told us to, without question, get an extended warranty ($200+) even though they don’t sell them or make commission. They have simply seen the machine’s life span and cost to fix. Not good apparently. Not good at all.

My husband and I purchased the Nordic Track X9i incline trainer shortly before Christmas as a joint gift to ourselves.After reviewing Nordic Track's website, we ordered the machine and requested a delivery date of 1/10/13.

Shortly after arrival, approximately 2 weeks later, the incline started to malfunction. I would be on a workout with a 10 incline, and while the workout would start with a 10 incline, by the middle, the incline had decreased to a negative incline, even though the screen still showed it was at a 10 incline. This happened for 3 days straight before we contacted Nordic Track. Upon calling Nordic Track, my husband was told that this what the machine is "supposed to do." I don't know what incline machine is supposed to, on its own will, begin to decline even though the console states it still at a 10 incline.

Once again my husband called and was told by another individual that this was not what the machine was supposed to do and they would send us a wire harness in the mail for us to install ourselves. At this point, we have had the machine less than a month. We continued to use the machine, and about a week later, the wire harness arrived. When we took the panel off to install the wire harness, we realized that it would require 2 people to do, as the harness weaves throughout the entire machine.

As technology-challenged individuals, we did not feel installing the harness ourselves was a good idea as we may accidentally hit something else and the machine stop working all together. It took us another 5 calls and almost 2 weeks before we were able to get someone to schedule a service technician to come out to fix the machine. In the meantime, we continued to use the machine for the next week, when suddenly the belt altogether stopped working. The machine was now just sitting in our living room not working at all.

We called Nordic Track again, and the worker assured me that the problem with the belt would be fixed with the wire harness. I was told by someone at Nordic Track that we would be contacted in 3-5 business days by the repair man to schedule an appointment. After 6 business days, I contacted Nordic Track again and was offered the phone number to the repair man. When I called the repair man, he informed me that his shop was 2.5 hours south of my home and would be up near my location in about 7-10 days.

I explained to him my problem, and he told me the wire harness would not fix the issue. He said that he would order me a new part, and be up in my area to fix the machine in one week. On Monday of this week, I was called by the repair man, and told me that he could not order me the new part because Nordic Track would not authorize the purchase of another part until he came to install the wire harness first to see if it will fix the problem. The repair man told me he knew for sure the problem would not be fixed by the wire harness, but his hands were tied.

He came to install the wire harness, yet that of course, was not the problem. Now we have to wait 2-3 weeks for him to order a new part, and come back up to my house to install it. In April, the repairman arrived at our house to fix the belt issue. We used the machine a total of 10 more times before, once again, the belt has stopped working.

We contacted Nordic Track and we were again assured that someone would fix the belt ASAP (I am not holding my breath). We have owned the treadmill exactly 4 months, and have used it a total of 4 weeks (approximately 28 uses). This is not acceptable!. I should NOT be having this problem with a less than 4 month old treadmill'.

I would understand if I had owned this machine for 3 -5 years, but I did NOT pay $1, 850 (and still financing the machine) for this piece of junk!. Every time I contact Nordic Track for a full refund, I am either told they cannot hear me and their phone lines are not working (although I can hear the Nordic Track individual just fine) or I am hung up on by the Nordic Track personnel when he/she tells me that he/she is speaking to someone about my problem.. This is extremely frustrating for someone who believed in Nordic Track and believed I was purchasing a good product backed up by an excellent warranty'. Now I know this is all just a scam:.

While I am still attempting to contact Nordic Track on a daily basis, it appears that I will not get a full refund:. I have contacted both Sears and my credit card company for a full refund and I am told there is nothing they can do since I have owned the machine for 4 months'.

Does anyone (I am begging) have any suggestions for how to either get my money back or a new machine?I am desperate!