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NordicTrack
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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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NordicTrack reviews & complaints 191

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ComplaintsBoard
R
4:12 pm EDT
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NordicTrack runaround

Bought an Elite zi treadmill, with extended warranty in January last year. At 15 months old, the base plate cracked completely down the middle, damaging the belt. I'm 215 pounds, hardly excessive and it is used for c. 6 hours a week.

Called UTS, placed and order for replacements, was told it should be about a week - great. Called again after two weeks, was then told parts were on back-order (wasn't told that the first time), but that they should arrive late last week. Called again today...still on back order from Nordictrack. Rang Nordictrack and was told that they were on order with the supplier.

Bottom line, still have no treadmill, multiple non-effective "customer service" calls. Only possible conclusions:
1. lots of base plates crack so they ran out;
2. no inventory;

Either way, completely unsatisfied.

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4:26 pm EDT
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NordicTrack useless

On February 27, 2010, I purchased a Nordic Track treadmill from Sears in Jacksonville, AR. From reviews, Nordic Track was rated top of the market. After testing several models I selected the T9 ci model. I paid $999 plus tax for the treadmill. I also paid $199 for installation and $275 for the 5 year extended warranty.

I was very excited about my purchase. Sears scheduled delivery and informed me that Nordic Track would be calling to set up an installation appointment. After a week, I still did not hear from anyone. I called customer service. After several calls to customer service across a three day span, finally a tech contacted me to set up installation.

It took the tech 5 hours to install the treadmill. The reviews on your website state customers were able to put it together in 2 or 3 hours. The tech said the wire was not long enough but he would make it work. The heart rate mechanism would not work correctly. The belt stopped working on day 3. I calledcustomer service on March 13. After following the troubleshooting instructions, the customer service rep instructed me to follow the steps to remove the motor cover. After the cover was removed, to call back and get more help.

I informed the rep that I paid 199 to have it installed. Also, why would I go through the trouble of removing the cover only to call back and be placed on hold again? I asked the rep if his time was more valuable then mine, a customer. He told me he was not allowed to stay on the phone long with customers. I insisted on a repair appointment. For 199, I should not have to remove any covers or try to fix any wiring issues.

I was told that a tech would call within 3 to 5 business to schedule repair. Friday was the 5th business day. I begin to get considered because no one had called. I had the same problem during installation and a supervisor had to escalate the issue to get it resolved. I called customer service on March 19th and requested a supervisor. I had to argue with the customer service rep for 30 minutes. She refused to give me a supervisor. Then she put me on hold for 20 minutes and came back to inform me they were now closed and someone would call me on Monday.

I called back and got a different rep. I was then informed the call center was 24/7 but supervisors go home at 6pm. She informed me she was escalating the issue with the tech and putting in the forms to have a supervisor call me on Monday. By Monday afternoon, no one had call. I called back only to be told that the supervisors were in a meeting all day and someone would call before the night was over. Again no one called. I then calledSears. After telling my ordeal to the store manager, he offered to escalate the service call. I informed him that Nordic Track had lost me as a customer. I did not want to be stuck with a machine that I could not get serviced in the future. The treadmill will be returned to Sears for a full refund.

I wrote a review on the website and your company refused to publish it. I’m writing you this letter in hopes that you will address the issues inCustomer Service for future customers. I personally will never deal with your company again. I have also enclosed a copy of the review I submitted and the response from an online representative over a week later. Clearlycustomer service is not a high priority with your company. Your technology is at the top of the market. I felt I would get the level of service of which I paid. I was gravely disappointed.

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Jeanne LeBron
, US
Dec 28, 2015 3:26 pm EST

I purchased a treadmill in 2012. I selected one because it had "IFIT" - which allowed me to download maps (including a selection of free ones) as well as program my own maps based on google maps. In 2014 they changed it - and now I can only use those features if I pay $10/month. Even the maps I created when it was free, and/or downloaded when it was free, are no longer available to me.

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Tenasc
, US
Jul 15, 2015 12:10 pm EDT

I am so upset that I don't know where to start. About 4 weeks ago I was running at a 15% incline at 12mph and then tried to stop like I do when am running at lower mph, but the treadmill didn't stop. I ended up falling and hurt myself real bad, thankfully I didn't loose my life by hitting my head. I knew I wasn't crazy, that I did press the stop button and also removed the emergency key but the norditrack did not stop until later. It took at least 15 second before it started to slow. I was so traumatized and it took days before I could even go into my workout room again. This has happen twice again after the initial incident. The most recent happened less than an hour ago. I stopped it and took off the emergency button but it won't stop. I had to yell for my husband because I was so scared I would fall again. He ran upstairs before the Norditrack stopped. I still have wounds all over my leg and I remember how much pain I was in, when the initial incident happened. I can't even wear dresses or shorts this summer due to my injuries and now, another malfunction from your treadmill. I have tried calling, but your center is closed. Do you guys realize people can loose their lives on your treadmill? I have ran all through my life so I'm not new to this. I can't imagine stopping a treadmill that keeps going even when you remove emergency button? I need a call back.
Update:
This is the 3rd week since I contacted Nordictrack and I am yet to receive a call back. They never offered to send a technician to come look at the treadmill, instead the rep via phone and Internet stated they were filing an injury claim. I was told to unplug my machine and the legal department will be calling me in 2weeks. Their machine is not even a year old since my husband bought it for me. I don't have a treadmill to use and they still have not called me. The only thing I have to show for all this are wounds and scars on my legs.

ComplaintsBoard
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9:59 am EST
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NordicTrack - poor service / poor product

I will try to keep this short. Purchased a Nordictrack Elliptical, product #NTEW50707.0 and received it in mid September of 2009. I also purchased a 5 year warranty, all of this was purchased straight from the Nordictrack website. The machine's console broke on December 8th, placed an order for a replacement, took 7 days to get, took 5 minutes to replace...

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2:29 pm EST
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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
[protected]@gmail.com

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12:28 pm EDT
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NordicTrack irresponsible corporation

Nordic Track is Irresponsible with its service warranty. Huge delay in getting service (have not yet received), rude customer service. They take you money for the warranty but don't want to follow through on providing the service. Rating should not be "Please Improve" because I feel no need to be civil with this company after the treatment I have received.

Details:
I got a Nordic Track Treadmill from Sears and bought an Extended Service Warranty, which is serviced by UTS. This has been the most annoying and unhelpful company ever in getting service on a warranty.

I called over a month ago, and had the hassle of not being recognized in their system even though I was looking at the receipt with my warranty information on it. After that was figured out no thanks to them, I scheduled service. They wanted me to give them the details of what was wrong and then diagnose it over the phone without ever having seen it. Then, they would ship out the parts, which were on back order and took half a month to get to my house. AFTER that, I was expected to call the local sub-contractor to get service. The local sub-contractor came in the beginning of October and realized they had diagnosed the wrong thing and ordered more parts from UTS. That was in the beginning of the month. It is now almost the end of the month and I have yet to receive three parts that are needed. This is over a month since I first reported the problem

I have been very persistent in following up, and have received rude or flaky customer "service" every time. They would tell me parts shipped that day when in fact they had not. They would give me no ETA for when they could ship those parts. In fact, one woman would not hand me over to her supervisor after I told her I wanted to speak with them about the fact that it was over a month. She had the gall to tell me I should cancel my plan.

They take your money and run. Nordic Track and Sears, both of whom I used to respect, should be ashamed of handing its warranty plan over to such an irresponsible corporation.

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9:33 pm EDT

NordicTrack nel 7095

I have a Nordic Track Eliptical it continues to have the same problems. I bought my extended warrenty through Sears at the time of purchase for 3 years. Sears sold my warrenty to UTS who now services my eleptical. I have called to have my product serviced and it has been a month now with no one from the company contacting me on when they will come and fix my machine. I have called UTS multiple times and they keep telling me wait till I get all the parts. I expalined I had all the parts I needed, and they proceeded to tell me that the tech who was out a month before said that I needed new parts which he orderd only after I reported a second problem. Bottom line is the UTS company is less then helpful in getting the repair company that they hired to actually come out and do the repairs. There is no accountibility, I continue to have the same types of problems and they delay in getting the repairs done. Its almost like they think if they stall enough the warrenty will just run out and won't have to honor the contract. These extended warrenties are rip offs, I asked to speak to a supervior at UTS thye would not let me, I keep getting the run around and I feel like I was cheated out of my money. When I purchased the warrenty they say 3 problems in 3 years and you get a new machine, well that statement has been modified to 3 problems with in 1 year and they will replace it. What a rip off!

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NordicTrack
Logan, US
Nov 24, 2009 2:30 pm EST

Jason,

My name is Jesse with Nordic Track, I recently read this posting about issues you had with UTS, the company we use for extended warranty work. I do apologize for the issues you had with your machine, even though they were in the past we are still commited to your long term satisfaction. Please let me know if there is anything that I can help you with. You can email me directly.

I also wanted to let you know that Sears will sell the Best extended warranty for UTS, they dont cover any warranties on Nordic Tracks. Also if you were told 3 repairs in 3 years you get a new machine is not correct and I am sorry that you were given wrong information.

Thanks
Jesse Younker
nordictrackcs@gmail.com

ComplaintsBoard
C
12:00 am EST

NordicTrack Improper disclosure of fees

I ordered a Nordic Track product by phone from the company (known as Icon Health and Fitness). I asked for their 4-month same as cash finance offer.

Upon receiving the first account statement, I noted a $39 "Annual Fee" on the statement.

I first called the account processing company (HC Procesing Center of Lowell, AR) and spoke to Mario. I explained that an annual fee was never disclosed to me when I made the offer and therefore should not be charged. He indicated that if I paid in full by the statement due date and closed the account, the $39 fee would be dropped upon receipt of payment. I said close the account now, and ended the converstation.

I then called Icon sales and asked to talk with a sales supervisor. I was connected to "Sid". I explanined the situation. He said that the charge would have been disclosed at the time of the order. I said I may have been read a disclosure, but was not quoted an Annual Fee of any amount. It would not be logical for me to want a "xx days same-as-cash" offer if there was some kind of charge, such as an annual fee. He said it would have been disclosed as "a 21% apr". I responded that any APR percent quoted would make no difference to me, as I anticipated paying NO interest, so who cares what the APR is.

I indicated that I feel this practice is deceptive since they advertise "no interest" then charge you what they themselves admit is interest.

Sid said he would credit my account for $39.

I suppose if this happens to you, then you can call and request the refund as I did. However, do you want to go thru the hassle? On a higher level, do you want to deal with a company that practices this kind of deception in the first place?

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Scott1000
Boise, US
Mar 14, 2012 8:46 am EDT
Verified customer This comment was posted by a verified customer. Learn more

I could relate my experience about the quality of their products and how they say that if I return obviously defective merchandise (an elliptical track wheel that was not cut round) they will charge me shipping both ways plus a 15% restocking fee. A restocking fee for defective equipment that they should have seen before sending - how hard is it to see a wheel has a flat side from bad manufacturing?

More importantly - LOOK AT THEIR BETTER BUSINESS BUREAU RATING! Look at the number of complaints . . . it's staggering. http://www.bbb.org/utah/business-reviews/exercise-equipment-dealers/icon-health-and-fitness-in-logan-ut-2000054

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David Young
New York City, US
Mar 05, 2009 3:29 pm EST

I have UTS service contract, on 1/21/08 I called for service for Proform treadmill PFTL6293. The console has to be replaced. Ihave called at least 5 times and they say the part is on back order .would you be so kind and find out why it takes so long
contract#[protected]
E-mail Elladavid84@aol.com

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Shanda
,
Jun 11, 2008 12:45 pm EDT

I purchased an elliptical machine from ICON and right from the door I experienced problems. They sent me the wrong model which was cheaper the one I ordered. They took forever to adjust my account and when I received my first statement, yes - I was hit with a payment of $44 which was due every month. I was also on a deferred plan and couldn't understand why I was being charged this. Then to make matters worse, they charge the annual fee of $39 and unless you close the account with them, they will continue to charge you. This is listed nowhere on their website nor does anyone tell you about this when you open your account. I mailed a letter today requesting them to close my account and let me know when this has been completed. Just know that this company definitely have deceptive practices.

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Jess Sturgeon
,
May 18, 2008 9:50 am EDT

This exact same thing happened to me. When I recieved the first statement and saw the $39, I just shook my head and was thoroughly disgusted.

What really dissapoints me about this is that the equipment is fantastic, the customer service on the equipment (I've hand one minor issue) is excellent. Five stars, A+ whatever your scale may be... however, this really bothers me that a practice like this is allowed. "No Interest" implies no hidden costs as well. While I have been extremely dissapointed in the $39 charge, I have been dreading the endless phone calls, being forwarded to managers and just written it off as not worth my time.

I will never do business with ICON again.

ComplaintsBoard
K
12:00 am EST

NordicTrack parts to put together!

Bought ASR 700 Illiptical machine in Sears store in Wichita, Ks. on Dec. 1st. They were to have been delivered to Garden City Sears store on Dec. 5th. It did not get there unti Dec. 14. While trying to put it together I am missing parts and have parts that do not go with machine. I have ordered parts that I know for sure I am missing at present time but will not know until I get further along what else is missing as nothing now is numbered or lettered. I can call you and you will schedule a time to put it together for a minimum of $115. I have most put together now.

I am very disappointed in the packaging of this product.

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12:00 am EST

NordicTrack poor service

I submitted an order on the NordicTrack Website on Nov 26, 2007. On Nov 28, we were contacted to review delivery information. On Dec 3, we received an email stating our elliptical had been shipped and we would have it in a few days. It is now Dec 11, we still do not have our product. There is no shipping status on the Freight Company website either. We called to inquire on the status of the shipment and were provided with the freight companies phone number. Called them, they have no information on our shipment. NordicTracks repsponse: it may not have been scanned yet. The truck will not go out with 1 item on it. Nordic Track's website states an item will be received within 2 weeks. I ordered from NordicTrack instead of Sears because I thought I would get better service.

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iconfitness05
Logan , US
Jul 03, 2009 7:08 pm EDT

Dear Customer,
I apoligize for posting a second time but I gave you incorrect information. My true email address is cstechops@iconfitness.com. So if you want to receive some free merchandise please contact me. Thanks.

Cameron
Icon Health & Fitness
Customer Care
July 3, 2009

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iconfitness05
Logan , US
Jul 03, 2009 4:26 pm EDT

Dear Customer,
I represent Icon Health & Fitness and from your post on complaintsboard.com I see you were upset. I'm not sure of your machines current state but want to help. If you could let me know if your machine is now up and functioning or still causing you grief I will be able to help. I hope you are able to now enjoy it. We truly want our customers happy and want to offer you an accessory or a promo code that can be used on our website as store credit. That way you can get something for the troubles you had. All we ask is that you remove your comments posted on complaintsboard.com. If you are willing to do this please email me back. Please put attn:Cameron Oper 8 somewhere in the email heading. Thanks.

Cameron
Icon Health & Fitness
Customer Care

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force68
, US
Mar 30, 2009 8:06 pm EDT

I bought a defective Nordictrack elliptical from Sears and have been dealing with Nordictrack service - Icon Fitness for over a month and still have no replacement from the company. They no longer are committing to a 2 wk delivery and there is no date of expected shipment just that it will arrive about a week after it is shipped. Sears service is far better. At least you get to talk to a real person who will actually do something to remedy the situation.

ComplaintsBoard
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12:00 am EST

NordicTrack lack of customer service skills!

They lack extreme customer service skills. Do not offer expediting of parts when products have not been packaged. Treats customers rudely, not good with problem resolution. Expects customers to eat up costs for their mistakes. Purchased treadmill and cannot use until part that was not packaged to put machine together is sent. Stated I am responsible for the cost of having item needed sent overnight. Then tells me to throw extra item away when I asked if I should return part I don't need, but they're concerned about being cost effective.

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12:00 am EST
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NordicTrack - nordic track do not honor the warranty!

Purchased an elliptical trainer, the NordicTrack CX 998 on August 20, 2006, from Nordictrack.com. Finally got a delivery three weeks later. After using the machine for one week the resistance stopped working. I phoned the customer service department who trouble shooted the problem and said they would send me a new part and a service technician from Service...

Read full review of NordicTrack and 38 comments

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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Phone number

+1 (800) 862-3348

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