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1.4 191 Reviews

NordicTrack Complaints Summary

19 Resolved
171 Unresolved
Our verdict: With NordicTrack's very poor resolution rate, careful consideration is needed. Research their service comprehensively, and read up on how they handle customer disputes. If you face issues, be prepared for potential challenges in obtaining resolutions and explore other service providers as backups.
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3:00 pm EDT
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NordicTrack nordic track x9i incline trainer

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!

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8:22 pm EST
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NordicTrack does not honor warranty repair

I purchased a NordicTrack NTL140110 treadmill on 8-15-12. Following assembly the machine worked well with only one minor electrical problem. On 12-9-12 the treadmill ceased working altogether.
Since, I have contacted customer service on at least 15 separate occasions to resolve the issue. I contacted the contractor who allegedly repair the products for NordicTrack in my region on 3 separate occasions (online research reflects this contractor has a history of not providing service to NordicTrack customers). NEGATIVE results.
Finally I request a refund as obviously NordicTrack / Icon Fitness is not honoring the warranty (btw, I purchased the 4 year extended warranty for an additional $179.95 and 1 year of iFit for an additional $79.00).
Since, I have been transferred to several different departments, placed on hold for 10-30 minutes at a time, transferred to other departments when they are actually closed for the business day.
The treadmill has been dead for over 2 months, and no resolution despite numerous assurances that the issue would be resolved in a timely manner, a different contractor contacted, etc. No straight answers. No results. No resolution.

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NordicTrack parts breaking often

Nordictrack E 7.1 eliptical machine We have to keep paying for replacement parts over and over at hefty expense. We've had to replace the Pedal Arm Sleeve, Inner Sleeve Bushing, Outer Sleeve Bushing, Large Axle Cover numerous times since purchasing the item January 2011. The machine will turn 2 years old January 2013. The shipping costs as much as the parts. Customer service keeps claiming they don't know why the parts are wearing out. As many times as we have had to replace them and probably will have to replace them we could have purchased another companies machine. We feel these particular parts should be free from this point on but we are certain they won't work with us from that angle. Any suggestions email: [protected]@Yahoo.com

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NordicTrack service tech

I purchased the machine in December 2011 and used it 1 month before it broke. I called and they sent the part which I had to repair. On June 21, 2012 the deck starting sliding to one side. I called to let them know what was wrong. They told me a tech would contact me with in 3 days. It took 3 weeks before a tech did make contact. I was told he was waiting for approval on the mileage. I live 5 miles from town. The tech finally showed up and determined the machine was not repairable. He told me I would be contacted by him and Icon the next day. That was 6 days ago. I called Icon today and was told they had not heard from the tech. They wanted to know if he took pictures. He did take them but never sent them over. They asked if I was willing to take them and I told them I was not a service tech and they need to take care of this problem. Very poor customer service. I love the machine when it works but as for a service department very poor.

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NordicTrack don't buy it!

Nordic track recumbent bikes, gx4.0 and 5.0 pro - safety and health issue with heart rate monitor, design flaw and defect – may cause stroke or death of users.

On 5-24-12, supervisor megan said, as a private company, it is policy not to give out any contact information for executives/executive office. She said to nordicrrack I must write! This is bad customer relations and policy. Featured grip pulse monitor useless and cant be fixed. I worked with incompetent cs reps from jan to may 2012. Home visited 3 times. Waited for part over a month. Returned gx4.0 & upgraded to 5.0 pro. It has same problem. Cs rep did not give option to upgrade again for $100 to a $1299.00 commercial bike selling for $699,.00 w/free shipping I found on nordictrac site.. To tout and intentionally sell a feature that nordictrack knows is defective and useless, is fraud, false advertising, and criminal'. I wrote to icon, my da, state ag, utah's ag, the bb and the ftc:. Icon has no conscience". The icon board and executives should be brought before the courts/. There were other significant issues, but, for space I am not addressing them here:. This safety and health issue that may cause stroke and death is the salient one. I found many other consumer complaints with the same issue.
Angry - you bet!
Brands under icon:
Nordictrack, freemotion fitness, proform, weider, healthrider, image, ifit, reebok, workouthouse.com, uts, rip:60, altra, and weslo and licenses the jillian michaels, gold's gym, and google brands.

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NordicTrack poor equipment/ e 5.7 elliptical

Purchased the elliptical in November 2011 for a Christmas gift. Elliptical was put together in January 2012 used from January to April 2012 sporadically no more than 2 times a week for 15-20 minutes. One the foot pedals broke, called NordicTrack because the machine was under warranty. Had to pay 30.00 the have the warranty activated, then had to wait 2 days for someone to call me to have the equipment repaired, then was told that it would take 3 weeks before someone could repair. I had to call the repair service 3 times before I was even given a repair date. Do yourself a favor do not purchase from NordicTrack.

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NordicTrack damaged product

In late November 2011 I purchased a Nordic Track recumbent bike model GX 5.0 Pro from their website and it was delivered damaged on December 6, 2011. The parts that were damaged were the plastic flywheel covers protecting your legs from injury. I immediately contacted them for replacement parts. Unfortunately, both the right and left side covers are on back order. After follow up attempts, they have yet to provide the replacement parts as of this date 2-11-12. All they tell me is that the parts are on back order and there is nothing they can do - even when I informed them that operating the equipment would cause potential injury. And, oh, if you want to contact them, you need to wait and wait and wait on the phone. Knowing then what I know now, I would NEVER buy from this company.

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NordicTrack extended warranty/maintenance

I purchased a three year extended warranty from Nordic Track which included an annual preventative maintenance check. I tried to schedule that today. I called the number listed on the brochure I got with the purchase. After numerous gateways and holds, I was told I had the wrong department and was transferred back to the exact number that I initially dialed. This happened four times. I probably spent an hour of my time without success. I got the impression this was just a method for them to avoid any service. I certainly will not buy another Nordic Track, nor any other extended warranty for that matter.

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NordicTrack item delivered badly damaged

Beware of nordic track / icon fitness, these people are professional "rip off artists" and liars. I purchased a 7100r tread mill some years ago, it was delivered badly damaged and I had to fight to get it replaced. It was replaced and serviced 3 times by a authorised nordic track repair service, it has never been right since day one, the speed does not remain steady, the pulse grips give erroneous heart rates, and recently the tread mill ceased worked.
In speaking with nordic track over the past 5 weeks, and every time we called their story changed, it was diagnosed and decided that the speed motor controller board was defective and needed to be replaced. We asked "if the part was in stock" and was responded with, yes it is, "I checked inventory and we have several in stock, your will go out monday via ups" I provided payment via credit card, and then several days later called and decided that because nordic tracks story in the ease of replacement changed every time we spoke to them, I would have a professional install the board.
I called nordic track, and arranged for a service call @ $ 148.00 and then the next day I received a confirmation on the part, it stated "out of stock", I immediately called back and demanded they not charge my credit card, they gave me the typically nordic track song and dance, claimed they would reverse the charges, of which they said they did on the 13th - no such luck, they are a bunch of liars, I checked with visa, no credit issued.
Furthermore, why would you arrange for a service call and charge a customer for service when you dont know when you will be able to provide the part?. I made numerous phone calls, and basically they claimed they couldnt do anything. At this point I also found out that there is a descrepancy with their shipping, apparrantly they use ups to ship to your post office and then the postal office delivers it via your carrier! They told me ups would deliver it, not hoppalong cassidy-by doing so delivery would take longer, and I clearly identified I have a heart condition, exercise on the treamill is crucial to me, and I needed the part right away-
Look at all the other complaints against them, they are unexcusable.
Nordic track famous words, "im sorry"- here"s more information, these people are scam artist, when I provided them with the serial number, they claimed it wasnt on file, they had no information.in past when I called they treated me as though I was a liar. (A) they replaced the 7100r through their service organisation under warranty, and we had to battle with them to get that done (B) the display and pulse grips board was replaced, (C) the speed does not remain consistant (3) service calls were promppted by nordic track warranty repairs, the (Authorised company sent out by nordic track) nordic track claims they have no records of the new treadmill being delivered to me, they also claim they never sent out a authorised warranty service to make repairs.
Guess what! In trying to get my tread mill repaired, I found the people nordic trac sent out to me.! There are records that support everything I claimed-
After receiving numerous promises they would notify me about the part, I received an email yesterday, that the part shipped - again when I called ups to confirm we found out they lied again, they printed a label, the part did not ship. I sent an email asking they escalate the delivery process, they did nothing-
These people are clandestine liars, one bigger than the other. I am very dissapointed that I have to file a complaint like this. I clearly identified that I have a serious heart ailment, and I desperatly needed the treadmill repaired, all they provided me with is a bunch of aggravation and bs-
There are other manufacturers that have much higher regard for their customers than nordic trac has for their customers. I have a nordic track lemon, be very cautious with icon fitness, they have an excuse for everything, and their"key" personell in management are not available to the general public, you either have to send a letter or deal with the liars in customer service, and it is cllear they dont know what their doing.

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David Rynkowski
Rensselaer, US
Oct 16, 2012 5:48 pm EDT
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I had a repairman come to my home to fix my eliptical and he ordered several parts that took weeks to arrive. He did replace the parts. 60 days later the problem resurfaced and worse; the front left circle was coming out; where the first problem was happening. I was told that because 60 days elapsed since the first repair call that it was no longer covered under warranty and that I had to pay $90 for the service call plus parts. I have no idea at this time whether parts need to be ordered. Do not buy from this company!

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Tom_who_got_scamed_by_Nordictrack
, US
Apr 20, 2012 10:41 am EDT

Same here - there "service" department must be located in a house for mentally challenged. They have no f..ing clue what they are doing. After delivering a treadmill with defective/not fitting plastic parts, I am still trying to get them to repair it... besides "which parts do you need" (I have received that same ###ed request EIGHT times now...) there is nothing happening. I contacted BBB, but - for some good reason - Nordictrack is not member of the BBB... go figure.
Next steps on my side will be calling back the money through my credit card company because of frauf and getting local authorities and federal consumer protection involved.
The treadmill (x9i) is quite nice and if the had SOME kind of service department, I most likey would be a happy customer. Right now I feel like I am deal with a bunch of scam artists.

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Peter / Westlake Village
Westlake Village, US
Feb 11, 2012 11:06 pm EST
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My GX 5.0 was delivered damaged 12/6/2011 and they have not yet (2/11/12) replaced the damaged parts! I have called them a few times and all they say is that the parts are back ordered. I would NEVER buy a Nordic Track product again.

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NordicTrack defective elliptical exerciser

I have owned several nordictrack exercisers. The last two purchases have sufficiently dissuaded me from ever including nordictrack for subsequent purchases of exercise equipment.

Two years ago I purchased a new nordictrack cx998 elliptical exerciser. After one week's use, the console failed. The complicating factor was that I had purchased the unit in panama where I live, and it was considered out of warranty. So I had to pay for another console, and make arrangements for having it shipped to a relative for subsequent transfer. I have been using the exerciser under a very limited regime, and now, with very little use, the resistance motor has failed.

I have appealed to nordictrack to replace the part, however they refuse to offer any consideration of discount. I have been polite in my correspondence to icon fitness customer service, and their responses to me have been impersonal and terse, at best. I am now left with a hardly-used cx998 elliptical exerciser that does not work, with the only option available as buying a replacement part, and finding a way to get it to panama.

My point is this - while nordictrack units are marketed for their quality, and often advertised as highly discounted, in fact, the real profits are on the high failure rate, and the repair and replacement income. Of course, that can only be achieved through an obstinate customer service unit that processes complaints and requests for consideration without any sympathy or thought of negotiation. They only refer to you as "dear customer", even though you give them your name.

Well - short of any reconsideration on their part for my continuing complaining, they will never have the option of referring to me as "customer". And, if I can convince anyone reading this to consider other options when purchasing exercise equipment, please do. I am certain that, all things being at least equal at a level of quality and construction, there cannot be any other supplier that maintains a customer service unit that is as anti-customer as nordictrack/icon fitness.

Don't buy a nordictrack. You will be disappointed if you do!

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GeorgeK
Lexington, US
May 12, 2012 7:13 am EDT

My experience with ICON (nordic track) products is that they are cheaply manufactured and have serious defects. My elliptical has had two major welds fail and the drive belt disintegrate within two years, and with very low use. ICON was unwilling to replace parts they said were out of warranty but I believe have manufacturing defects. Welds should not fail on a product that quickly unless there was poor or no quality control. Why would I pay for parts when some other weld will probably fail!

Don't buy from this company or you will end up with a boat anchor in your house! ICON is doing a good job of losing customers!

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NordicTrack
Logan, US
Sep 23, 2011 4:46 pm EDT

Dear Albman,
Thank you for your feedback. I work for ICON Health and Fitness and I would like to look into this for you. If you would please email me with your contact information with some specifics of your problem, I will look into it.
Thank you,
Kelsey.Snarr@iconfitness.com

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NordicTrack offering assistance

Dear Customers,

I work for Nordic Track in Customer Service. I realize that by coming to this site you are either venting your frustration in an effort to get help or doing research on a new purchase. I am committed to providing first rate cutomer support and do apologize in advanze for issues you are having. Please contact me if you need any assisstance with anything and I will be able to help you.

Thanks
Kelsey.[protected]@iconfitness.com

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NordicTrack service, delivery, product condition

I purchased a treadmill from the Nordic Track website in early April 2011. It was meant to be delivered in 2 weeks time and with in home assembly. 2 weeks came and went and I had yet to be contacted to schedule delivery, so I called Nordic Track. I was told "these things take time", and my response was, yes, but NOBODY has contacted me, don't you think that is odd? I was told to follow up with the shipping company. I told Nordic track that that was their job. After 4 more phone calls to Nordic Track and 3 to the shipping company, I was finally given a delivery date. Over a month after I ordered it and they had been paid by my credit card company, the treadmill arrived. I had to refuse delivery because it was severly damaged. The carton looked like it had been backed over by a truck, and the deck and assembly of the treadmill itself was damaged. The delivery people who were meant to also assemble, admitted that it was indeed heavily damaged. My husband called Nordic Track and they will not issue a credit until they receive the item back at their warehouse. Considering how long it took to get here, that does not leave us with a feeling of great confidence. So we called American Express and they are going to despute the charges and handle this for us. We will never do business with Nordic Track again and we will make certain that everyone we know hears of our experience.

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NordicTrack terrible customer service

My wife was a part time preschool teacher but had to return to full time work to help the family out with expenses. She was going to be facing some long hours during the winter and into the Spring. She struggled to find time to go to the YMCA anymore and stopped going altogether. So for Christmas I ordered a treadmill she could use in fleeting moments she might have free especially late at night when the gym would be closed.
I looked at a lot of brands but wanted to go with a name brand I thought I could trust so I bought a NordicTrack Commercial 1750 from the NordicTrack website.
It has been the worst online purchase I have ever made!
It arrived January 12th, 2011 and I put it together. It worked for about an hour. The display would not come on at first and we tried and tried and it would come on for a short time then turn off.
I went through the manual, talked to customer support about troubleshooting it and nothing worked. So they said they would come out and look at it. It took several weeks for someone to show up and now it’s early February.
They diagnosed the monitor was broken (no kidding). They supposedly ordered one. The only thing that ever showed up were cable ties. I called and they said it was ordered, etc etc. But nothing ever showed up.
Now it’s March 10th, 2011. I call because winter is almost over and my wife is exasperated. They can’t tell me what happened to the parts. They can’t track it (How can you NOT track an expensive computer part? I doubt they ever really shipped it. Now I ask for my money back and ask for a manager to call. No calls. I call back March 18th and speak to somene that can't explain why no one ever called but says a return has been processed. I asked for a supervisor to call me back……no call.
March 22nd – A large box arrives from Icon Fitness, who is the real company behind NordicTrack. Icon (www.iconfitness.com) makes several brands like "ProForm"and NordicTrack. Anyway this huge box has no instructions, no contact information, nothing. I call back. I am told I have to disassemble the treadmill myself, put it in the bx and a shipping company will call me to come and get it. This machine is 350 lbs! I cannot believe they wouldn’t after all this hassle come to my house and take it away themselves.
So it’s April 3rd. I am here with a huge box, a broken treadmill, no one has called to come get it. And I am out thousands that I don’t think I am ever going to get back. The worst part is my wife missed the opportunity to use it during the entire winter when she needed it most.
I even tried their social media outlets to NO avail….
I sent msgs to their twitter account @nordictracklive
I sent messages via their facebook page (which now does not support that feature)
I tried posting a review on the NordicTrack website stating my issues. Interesting enough it got deleted because it would have brought down the 5.0/5.0 star rating for the device. That was sleazy!

Also they call the model the “Commercial 1750” implying it is tough enough to be used in gyms which is why they charge more right? It has COMMERCIAL1750 in bright orange letters on the side of the machine BUT on a label underneath the treadmill says in BOLD letters “CONSUMER USE ONLY”. Isn’t that deceptive?

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HONOROFAMERICA
Provo, US
Nov 18, 2011 4:47 pm EST

NordicTrack does more than deceive. It's downright dishonest in its sales practices of bate and switch as well misrepresenting material facts. A class action suit needs to be brought against this company. I have a treadmill and exercise bike dead on arrival. The only thing NordicTrack will do is give you the run around and rhetoric. This Corporation is a business entity that you want to steer clear of. They practice the unethical principal of profit before service and quality. They sell poor quality products that they know don't work, then try to make money off of you, if you try to get what is clearly under warranty working properly. They also have a history of not servicing their products correctly. They will patch repair and replace with known defective components unti they get you out of warrenty! BEST ADVICE TO ALL CONSUMERS IS NOT TO DO BUSINESS WITH NORDICTRACK!

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NordicTrack Terrible service

To Potential Nordic Track Customers
I have been a loyal nordic track customer for many years, and my use of your products has been very satisfactory, until recently. I bought a ski machine, my second one, in October of 2009, with out the extended warranty and in the last couple weeks a problem with one of the rollers developed and soon the machine ceased to work. I have called for techincal help several times and, at best, I have been treated with indifference. On one occasion, I even had an employee tell me that they would call later, but the call promised never came. It is frustrating to be treated in such a manner, essentially ignored and continually told no, no, no for any real help. Deferring any potential help and responsibility from the Icon company I even purchased a part, ($156), directly from the company with the idea that it would entail some level of help (fixing the machine), I later found another website offering the same part at much cheaper prices, ($59). What is the difference in price for if not the help that would presumably come with it? With this type of price difference how can one now have trust . However, what I find most incredible is when I agreed to a home service call only to find out that any charges ($139) are independant of success. I was willing to pay $296 (part & service)and the Icon company still refused to assure me my macihine would be in working order. My hope is simply to get my machine working again, so this letter in hope of obtaining help to that end, despite my generally futile attempts as of now. Otherwise, though I enjoy your products, in the future I will be looking elsewhere for my home gym equipment. Since my experience leads me to the conclusion that you do not care about your customers, I would like to warn people to avoid future purchases from your company. Service =company sucess, Please think twice before doing business here.
Thank you,

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NordicTrack continually shuts off / terrible customer service

Ordered treadmill (C-1250 for $1500) on Feb 21, 2011. Finally delivered on March 9, 2011. I put it together on March 11. Instructions were not very clear and the MANY bolts/screws needed were not clearly labeled and difficult to figure out. FINALLY got it together (2-3 hours). Within the first 24 hours we started to have problems. The treadmill will just shut down after about 7-10 minutes of use. We have to re-boot the console to restart it. The touchpad is really difficult to use and not very well calibrated (I've re-calibrated it 3 times already). I called customer service and was told they'd send technician out from some contracted company. That was 6 days ago. Stillwaiting to hear from them. I called NT again today. They said I should hear from the company with-in 3-5 BUSINESS DAYS and that tomorrow was the last day. Of course this will be to set up an appointment, not see a technician. What a JOKE! Today is March 21--one month to the day I made my mistake and ordered a Nordic Track. After reading many reviews about their customer service department I now know I made a poor choice in my treadmill. Wish I would have read them beforehand. Now you are reading mine.

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SearsCare
SearsCare
Chicago, US
Jan 30, 2014 4:27 pm EST
Verified customer This comment was posted by a verified customer. Learn more

Dear BOBO34356,

My name is Brian and I am part of the Sears Social Media Escalations team. After reading your post, I have to say I am very concerned, and would like to offer my team's help in making this right. We aim to provide the very best in products and services to all our members, but from your post it is clear that we still have some work to do. We would like to better understand the situation that has caused you so much frustration, and discuss options we have to help moving forward. Please send the following information – contact #, screen name (BOBO34356), phone # used at time of purchase to smadvisor@searshc.com.

Thank you,
Brian S.
Social Media Moderator

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BOBO34356
Kingsburg, US
Jan 25, 2014 2:05 pm EST

WONT EVER BUY FROM SEARS ANY THING

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BOBO34356
Kingsburg, US
Jan 25, 2014 2:01 pm EST

HAVE THE WORST SERVIC I EVER HAD BOUGHT EXTEN SERVIC CONT WHAT A WAST OF MONEY PAID A 180 DOLLARS 3 YEAR IN HOME SERVIC SAID TEC LIVES OVER 200 MILES FROM MY HOME DO NO SELL SOME THING YOU CAN SERVIC THEN HAD THE ----- TO CALL GIVE 40 PERCENT OFF 139 DOLLARS FOR ONE YEAR OFF WHAT A JOKE I AN GRAND DA LAST COUNT OVE 150 FAMILY MEMBER AND TELL THEM ALL NOT TO BUY YOUR T MILL IF I STOP ONE PERSON I AM HAPPY ONE STEP AT A TIME MIGHT MADE DENT IN YOUR HEAD

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6:42 pm EST
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NordicTrack equipment breakdowns

During December 2004 I purchased a NordicTrack SL710 stationery excercise bike from Sears. It was listed at $349, but reduced to $249. I am a senior citizen and do not use it on a regular basis. After about a week the console stopped working so they sent me a new one. It uses 4 "D" batteries which is a nuisence because they have to be replaced every month eventhough they are not fully discharged. They also get loose in their compartment and the console then goes off until they are tightened up again. Since this is not a mobile bike I don't understand why they used batteries instead of a plug in system. Just recently the console stopped working again but I use it without the console because the cost of the console and shipping is more than what I paid for the unit. Also, after a few years the pedals developed some play & noise but I used it until the bike quit working completely. I diagnosed the problem and found that the flywheel pulley had broken and needed to be replaced. It's a small part that can't cost more than $5 - $10 and listed in the manual as part number 48. I called NordicTrack and was told I had to purchase the entire flywheel assembly system for $215 including shipping which would include the flywheel pulley that I needed. I declined and was then offered a 35% discount on the part + $38 shipping. This was still more than I wanted to spend because I was certain that something else would go wrong with the bike so I declined again. Based on my experience with this excercise bike and other complaints I have read for their bikes and other equipment that NordicTrack sells I believe they sell inferior products and I would not buy another of their products. Also, they gouge you when you need to buy a part that is listed separately in their manual but you have to buy an entire assembly of parts to get what you need. The excercise bike that I used before buying this one lasted 35 years and was in perfect operating condition when I sold it.

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5:56 pm EST

NordicTrack thieves

The machine was complete assembly and was very hard to set up. I called the number for a technician to come and set up the eliptical and they ask for 160 dollars. What the thiefs!I endeded up doing the job all by myself. Idiots deceivers. Do not buy their machines unless you want to pay 160 plus dollars for their technician.I regret that I bought this thing is o big and akward. Buy the way no returns once you get you are stuck with it. Be smart don't buy their machines they weight a lot, take lot of space and they are hard to set up.

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NordicTrack
Logan, US
Feb 23, 2011 6:56 pm EST

Dear Carioca43,
My name is Brady and I work for NordicTrack. I apologize for your disappointment in the cost of assembly. In order to provide a less expensive unit, we elected to give the customer the option whether to pay for professional assembly or allow the customer to assemble. Most customer's appreciate this and those wanting to assemble on their own find it not to difficult. I agree, they are heavy units and two people make the process much easier. I am not sure where you purchased the unit from, but when purchased directly from us there is a 30 day return period. If you have any questions or comments, please email me at onlinesupport@iconfitness.com. If anybody else needs assistance, please send me an email. I am eager to lend a hand.

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12:40 am EST
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NordicTrack nordic track treadmill ntl080091

I purchased a Nordic Track Treadmill Model NTL080091 on 1/9/11 from Sears in Portland Oregon. Paid for delivery and installation as well as a 3 year on-site repair/service contract. The product has not worked since the day after it was installed. I called Nordic Track at [protected] to have them come and fix it. I was told by Jake that it would be 3-5 BUSINESS days before someone would even call me to schedule a service call with. I waited and no one called. On the 6th day I called them back and talked to Rich. He told me that he wouldlokk into the matter and it would be between 1-2 business days before he could get back to me with status. I asked him how long after someone called me would it take for them to come out and fix the machine> He said this being January, it could be a few weeks! So I am looking at 1 1/2 months from the time of my first call for someone to come out and fix a brand new machine! I am going to be asking Sears to take back their machine under their 90 day return policy and will take Nordic Track to small claims for the restocking, delivery fees etc. that Sears may deduct. So much for buying anything from Nordic Track again.

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7:32 am EDT

NordicTrack after assembling the machine, I found it was loud and not smooth as advertised

I purchased the NordicTrack elliptical from Sears last month because I thought they were a good quality company. After assembling the machine, I found it was loud and not smooth as advertised. The machine was inspected after 2 wks of waiting for Icon Fitness repair to respond and it was determined to be defective. There was no repair for the machine, only repair. The company has promised a replacement it. Over a month has passed and Icon Fitness still cannot give me a date that I will have a replacement. Best they can do is "maybe" 2-3 weeks longer.

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NordicTrack
Logan, US
Sep 29, 2010 5:49 pm EDT

Kumbarr,

I'm sorry to hear that it has taken so long to get a replacement for you. I would hope that by now you should have your new one, if not please send me an email with your contact info so that I can check the status of it. You can reach me at jesse.younker@iconfitness.com

Thanks
Jesse Y.

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2:50 pm EDT

NordicTrack non existent customer service

In February of this year, I bought a NordicTrack Freestrider 35 S. It is a fitness machine. The clerk at Sears also sold me an iFit module, saying that it would help me track my progress. When we put the machine together, the sensor was broken and we had to wait a month to get the new parts.

After it was fixed, we started using the machine for workouts. There were preprogrammed workouts that worked very well for my wife and me. Then I made the big mistake of putting the iFit module in. It proceeded to completely reprogram the machine such that, in order to keep the minimal rpm rate going, I had to get my heart rate up into the 180's. Which for a fifty year old male is danger territory. (I am a physician and know what I'm a talking bout.)

I wrote to ICON customer service (the parent company) and asked that they. Restore the programming. I got a message back, stating that they had received "numerous complaints" and that they were going to reprogram the machine back to the way it was before "within a week.". After two weeks had gone by, I called ICON customer service to ask when they were going to do that. The first night, I was put on hold for half an hour and then told I needed to talk with iFit, who had just closed for the evening. Tonight, I was again routed to iFit, and spoke with a CSR for an hour.

He told me that they had reprogrammed the machine because the original program was defective. I told him that it worked just fine for me and please put it back to the way it used to be. He quite snottily told me that, "we don't keep the old programming around on a shelf on the off chance that someone might like the old program." I told him about the concerns about the cardiac stress that was engendered by their program. He told me that their program was correct and implied that was too out of shape to be using their product.

I asked to get my money back, since the machine is unusable in its current condition. He told me I would have to take it back to Sears. It weighs about three hundred pounds and does not have a transportation lock down mode.

I asked to speak with a supervisor and he told me that they were too important to talk with customers. I asked to speak to the complaint department and he gave me the address to write to the company president. Yeah right. Like that's going to make a dent in the corporate indifference.

I called Sears and asked them to come and pick up their machine. the clerk there actually apologized. (The first I had heard all night.) He said that his manager was going to call ICON and discuss the matter with them and that she would get back with me.

So the moral of the story is, ICON doesn't give a fig about their products working right or the health of their customers as long as they can get your money and have their Customer Service Department fend off all attempts at getting made right. I guess my attorney is going to earn a few hundred bucks on this one.

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Rob Owen
Belton, US
Aug 26, 2014 9:51 am EDT
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We were very excited to place our order for the new FS9i. We
were told if we paid the extra $250 for the “white glove with assembly” feature
we would have nothing to worry about and our FS9i would be set up and
calibrated in our home in two weeks. I
received an email with tracking information from Nortic Track when they charged
our debit card. I checked the tracking
daily, like a kid waiting for Christmas.
It took several days for there to be any initial movement on the order
at all, but I figured a large company like Nordic Track had this down to a
science by now and there was no reason for worry.

As the two weeks went by, I noticed little movement on the
UPS Freight tracking website. I called
UPS Freight and all they could tell me is that it was in transit. I called Nordic
Track customer service and spoke with a very rude man named Jarem. I was told if I wasn’t willing to wait until
my item arrived, I could return it. Even though neither Jarem nor UPS Freight
could tell when it would arrive or where it was. All they could tell me is that
it was in transit.

I called “Shipping and Returns” where I found a different
tone from the company. We worked with UPS Freight to find and reroute the
shipment due to the fact that the shipment was routed to a company that did not
provide the “white glove with assembly”. After several calls to multiple
locations (UPS and various logistical companies) no one could tell me where my
FS9i was or when it would be at my house. Their best guess was between the 4th
and the 11th of the following month. Almost another three weeks.
After many more calls to the shipping and returns to work with them it was
clear despite their best effort, they simply would not be able to get the job
done in a timely manner. I informed them I would just like the item
returned. I was told that it would take
four to six weeks for them to return my money so I asked to talk to the
supervisor.

The supervisor got on the line and reiterated that it would
take four to six weeks for them to return our money to our account. When I
asked why, I was told that the company had to receive the product back prior to
releasing the money. I informed the
supervisor we had never received the FS9i. I was told that it didn’t matter, it
was my financial responsibility until it was returned by UPS Freight. She
informed me, that she was already being nice enough to waive the restocking
fees. We argued this point for a few
minutes when I told her it was pointless and I needed to talk to her boss. She
informed me that she was the boss and the only one above her was the president
of Nordic Track. Finding this hard to believe I asked for their contact
information and was refused. I repeated
the request and was told if I wanted it that bad I could look it up on line.

This is totally unacceptable. It took them four to six
seconds to withdraw the money and the item has never been in my possession. It
should not take four to six weeks to get my money back. I will need that money returned before I can
find a better company to work with.

NordicTrack In-depth Review

Product Range:

NordicTrack offers a wide range of fitness equipment to cater to various exercise needs. Their product lineup includes treadmills, ellipticals, exercise bikes, rowers, and strength training equipment. The variety and quality of products available are impressive, with options suitable for beginners to advanced fitness enthusiasts. When compared to competitors, NordicTrack stands out with its extensive range of equipment, ensuring customers can find the perfect fit for their fitness goals.

Performance and Durability:

NordicTrack's fitness equipment is known for its exceptional performance and durability. Customer reviews and feedback consistently highlight the longevity and reliability of their products. NordicTrack's equipment meets industry standards and often exceeds the performance of competitors' products. The company's commitment to quality is evident in the durability of their equipment, ensuring customers can rely on their investment for years to come.

Technology and Innovation:

NordicTrack incorporates cutting-edge technology and innovative features into their fitness equipment. Their machines are equipped with interactive touchscreens, immersive virtual training programs, and advanced tracking capabilities. The technology is highly effective and user-friendly, enhancing the overall workout experience. When compared to competitors, NordicTrack's offerings stand out with their extensive range of technological advancements, providing users with a truly immersive and engaging fitness experience.

Pricing and Value for Money:

NordicTrack employs a competitive pricing strategy, offering affordable options without compromising on quality. Their products provide excellent value for money, considering the features and durability they offer. When compared to similar products in the market, NordicTrack's pricing is competitive, making their equipment an attractive choice for those seeking high-quality fitness equipment without breaking the bank.

Customer Service:

NordicTrack prides itself on its exceptional customer service quality and responsiveness. The company has customer-friendly policies regarding returns, warranties, and after-sales support. Based on customer reviews and feedback, NordicTrack's customer service is highly regarded, with prompt and helpful assistance provided when needed. Customers can feel confident in their purchase, knowing that NordicTrack is dedicated to ensuring their satisfaction.

User Experience:

The overall user experience with NordicTrack's fitness equipment is outstanding. The products are designed with ease of assembly, usage, and maintenance in mind. Customers appreciate the user-friendly interfaces and intuitive controls, making it easy to get started and track progress. When compared to competitors, NordicTrack's products consistently receive praise for their user-friendliness, ensuring a seamless and enjoyable workout experience.

Shipping and Delivery:

NordicTrack provides a reliable shipping and delivery process. Delivery times are typically within the industry standards, and the packaging quality ensures that products arrive in excellent condition. Customers also have access to tracking options, allowing them to monitor the progress of their delivery. When compared to competitors' shipping services, NordicTrack's process is on par, ensuring a smooth and hassle-free experience for customers.

Brand Reputation:

NordicTrack has established a strong brand reputation and credibility in the fitness equipment industry. With a history of producing high-quality products, the company has earned recognition and awards for their innovation and customer satisfaction. When compared to competitors, NordicTrack's brand reputation and market standing are commendable, making them a trusted choice for fitness enthusiasts.

Overall Customer Satisfaction:

Based on aggregated reviews and ratings, customers are highly satisfied with NordicTrack's fitness equipment. The strengths of the brand lie in its wide range of products, exceptional performance and durability, innovative technology, competitive pricing, and excellent customer service. While there may be minor weaknesses, the overall evaluation of NordicTrack is positive. Potential customers can confidently choose NordicTrack for their fitness equipment needs, knowing they will receive a high-quality product and exceptional support.

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NordicTrack contacts

Phone number

+1 (800) 862-3348

Website

www.nordictrack.com

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