Nordictrack Customer Service Issues

On November 3rd, I purchased a treadmill which was delivered on November 22nd, but I failed to assemble it. An appointment scheduled for November 29th didn't show up without notice or a call. On December 5th, after finally assembling the treadmill, it malfunctioned. Despite numerous attempts to get assistance, nothing has been resolved. On December 13th, I sent a video of the issue to Kenneth Ferbrache in customer service, who promised to call and schedule a service appointment, but I never received that call. Instead, I got two bolts in the mail. I have not heard back from anyone at NordicTrack. The treadmill has been sitting unused for two months now. I have sent multiple emails and made efforts to try and resolve this ongoing problem. My confirmation number is [redacted] and the ticket number is [redacted]5.

Hello, I am Ralph Caringi, and I have encountered various issues with the white glove service I purchased for my NordicTrack S15i Studio Cycle, intended as a Christmas present for my wife. Unfortunately, the poorly-assembled bike caused her to injure her ankle as the right pedal fell off due to improper installation. Even after ordering replacement parts, I have faced difficulties tracking the delivery. The screen is also not level, further complicating the matter. I have tried to reach out to the Product Tracking department at [redacted], enduring lengthy wait times with no resolution. I am seeking reimbursement for the white glove service cost due to the subpar assembly that rendered the bike unusable and led to my wife's injury. Furthermore, I have unsuccessfully attempted to contact my salesperson Bayon at [redacted]. I urge for a prompt resolution to these issues to address the concerns I am facing. Your attention to this matter is greatly appreciated. Best regards, Ralph G. C. Jr.

The left pedal on my new Nordic Track bike is not threading in. I successfully attached the right pedal on both sides, but the left one is not working. I tried using a tap set, but the proper size die wouldn't start on the pedal threads. I've been waiting for over half an hour for a call back on their [redacted] number, and the chat support was unavailable 45 minutes ago. I'm frustrated and upset. I'm requesting a replacement pedal overnighted and compensation for not being able to use the machine. Maybe an extension on the iFit program could be offered. After finally receiving a call back, I've been on hold for service for 17 minutes. I am definitely not happy with this experience.

I am frustrated as I just spent time assembling my Nordic Track Grand Tour bike, but encountered an issue with the Left Hand pedal not threading properly. Despite trying to fix it myself, I was unable to get it to work. This has left me unable to use the bike that I purchased for my wife as a Christmas gift. I am requesting that a Left Hand pedal be expedited to me and I would like to be compensated for the inconvenience. The lack of quality control is disappointing. I have attempted to reach customer service through chat and phone but have had difficulties with both. I am seeking assistance as soon as possible. Thank you.

On December 3rd, I ordered a NordicTrack treadmill. The delivery date was originally set for December 20th. I got a call from the delivery company, Ryder, on the 20th saying the delivery was moved to December 22nd due to mechanical issues. Unfortunately, no one arrived on the 22nd. I contacted NordicTrack on December 23rd, they said they would address the issue with Ryder. After no progress, I reached out to NordicTrack again on December 30th. They promised to follow up with Ryder. Taking matters into my own hands, I contacted Ryder and rescheduled for January 3rd. After further problems, the new delivery date is now set for January 6th. To add to the frustration, I received a payment bill from NordicTrack before even receiving the treadmill. At this point, I've had enough. I wish to cancel the order and financing for the equipment.

1. I received my treadmill on 11/15, but it arrived damaged. 2. Today, Jan. 7, I finally got the replacement delivered curbside without assembly, despite paying for assembly. It's been 2 months, and I still can't use it! 3. The treadmill is now on sale for $[redacted].99, and I paid $[redacted].99. I feel I deserve some compensation. 4. When contacting NordicTrack, the long wait times on hold, currently at 1 hour and 15 minutes, are frustrating. And even when I do speak to someone, the lack of empathy or care is disappointing. Their customer service is really lacking.

I made a purchase of equipment on December 28th, and it was delivered and assembled on January 21st. Unfortunately, the assembly was done incorrectly, rendering the machine unusable. I have been in contact with customer service for two weeks without a resolution. They have scheduled a technician to visit within the next two weeks. I am seeking a refund for the white glove service and compensation for the overall disappointing experience. Please reply to this request. Thank you, Gwendolyn Adam

I purchased white glove delivery for my bike on 1/24, but unfortunately, it was not assembled correctly. Upon calling on 1/27, I was informed that parts needed to be ordered and that a technician would be scheduled by 1/31. It is now 2/10, and I have yet to receive the necessary parts or hear from a technician. Despite multiple attempts to contact customer service, I have been left on hold for 30 to 45 minutes without reaching anyone. I am eager to have my bike repaired and urgently need to speak with a representative for assistance.

I have contacted customer support multiple times, including speaking with a supervisor named Tyrel. I am seeking to escalate my concerns to his supervisor or upper management regarding an issue with my Elliptical machine. I initially reported the problem in January, after noticing it was not functioning properly. Despite the expired service warranty, my main grievance is the incorrect assembly of the machine by your hired personnel, which I had paid for. Upon inspection, I discovered parts were misplaced or missing, causing abnormal wear and loose bearings due to improperly secured screws. The machine operated until after the warranty expired, but its flawed assembly is now causing issues. Although I understand the warranty's expiration, the faulty assembly was the root cause of my current predicament. I attempted to explain this, but only received standard responses citing the warranty status. It is frustrating that my situation is not being considered individually, as I am a dissatisfied customer who seeks a proper resolution. The technician confirmed the poor assembly quality and mentioned missing experience in handling ellipticals. I feel let down as I was promised a parts kit prior to the technician's visit, which did not happen. Now, I must bear additional costs for reassembly, which seems unfair given the circumstances. I believe that as a paying customer, I should not have to ensure the correct assembly since I relied on professional service. I am disappointed by the lack of empathy and understanding from the customer service team. Thank you for your attention. For further information, please reach me via email at [redacted] or phone at [redacted].

I placed an order for an elliptical machine on March 16th with Nordictrack. They indicated that delivery would take 10-14 days. The item was shipped on March 19th, but there have been significant delays. It was supposed to arrive in CT on March 27th but did not. After following up, the new expected delivery date was April 6th, then later changed to April 8th. Despite reassurances that it was not lost, I have not received any updates on the tracking. Upon reaching out to the shipper for the PRO tracking number, I was informed that the item is lost, and I should file a freight loss report. I am very disappointed with the situation and believe Nordictrack should take responsibility and communicate openly with me during this process.

Hello, I bought a Nordic Track C100 from Fitness Superstore on February 13, [redacted], and had it shipped to Cyprus. It remained boxed until recently. After about three weeks of using it without issues, this morning, while my wife was using it, the machine suddenly stopped and blew a fuse in the plug. I've replaced the fuse and tried again, but it keeps blowing the fuse and tripping the circuit breaker. I understand it's not possible for your engineers to inspect it in Cyprus. Is there a way to address this issue online? I've tried troubleshooting, but the machine now has power, yet no sound or display on the screen. When I reset the switch, there is an odd electrical noise. I'm disappointed as this is our second unit, and we had a good experience with the first one in the UK. I'm aware there's a company in Cyprus called Elatis Fitness Equipment that provides Nordic Track machines, maybe they have engineers who could assist. Any help would be greatly appreciated. Thank you, D.P. [redacted]

We recently purchased a NordicTrack Studio Cycle S22i that required white glove delivery. The delivery service placed the bike in our garage as requested and provided thorough instructions, making the manual unnecessary. When the bike malfunctioned, we sought maintenance, but NordicTrack claimed our warranty was voided due to the garage placement. Despite sending a replacement part and confirming the extended warranty still applied, they later said having it in the garage voided both warranties. After moving the bike to a spare bedroom, it now needs maintenance again, but NordicTrack insists the warranty is void, including the extended coverage.

I have been overcharged which has resulted in late fees due to an equipment return. The credited amount upon return was $[redacted].21 less than the purchase price of $[redacted].85. I initiated the return promptly after purchasing on 11/27, yet the equipment was only picked up on 2/4/[redacted] and credited on 3/4/[redacted] for $[redacted].64. This discrepancy has caused additional charges and late fees. Despite numerous attempts to contact Nordictrack, I have been unsuccessful in reaching a resolution. My credit score has been negatively impacted, and the late payment has been reported to the credit bureau. Customer service has been unresponsive, with long wait times resulting in unresolved issues. Assistance is urgently needed to rectify this situation and improve the customer service experience provided by Nordictrack.

I have been holding for Sales for more than 2 hours trying to get information about a $[redacted] treadmill purchase. I called yesterday and was told my place in line would be held, but no one called back. Please contact me urgently at [redacted]. Email communication is also acceptable. I noticed the total for the Commercial Treadmill X32i, treadmill mat, delivery, and extended warranty should be $[redacted] including sales tax, but online it calculates to $[redacted]. Can you clarify this discrepancy? Our doorway is 36” wide, while the treadmill is 40”. Can it be delivered unassembled to fit through the door and then assembled inside? Prompt contact, preferably via email, would be appreciated. Thank you. Sincerely, R. K.

I have been waiting for over 2 hours with Sales to inquire about purchasing a treadmill priced at $[redacted]. I had requested a call back after leaving my number yesterday but never received one. Can someone please call me at [redacted] or communicate via email? I noticed discrepancies in the total price for the Commercial Treadmill X32i listed at $[redacted], the mat at $[redacted], outside delivery at $[redacted], and the extended warranty at $[redacted]. The online total is showing as $[redacted] instead of the expected $[redacted] with tax. My email is [redacted] Given that our front door is 36” wide and the machine is 40” wide, I am wondering if the treadmill can be delivered unassembled and then assembled inside to fit. Kindly get in touch with me soon, email being the preferred communication method. Thank you. Regards, Rebecca

Dear Nordic Track Team, I have been attempting to reach someone at Nordic Track to inquire about the Treadmill X32i. Despite multiple attempts over several days, I have been unable to connect with a representative, either via phone or through live chat. I am eager to purchase one of your treadmills but would like my questions addressed first. While I understand the current circumstances may be causing higher call volumes, I am hoping to find a way to communicate with Nordic Track. Below are the inquiries I would like assistance with: 1. Is the 0% APR offer available to all customers or just new ones? 2. If the line of credit granted is lower than the treadmill cost, what options are available for the remaining balance, and does it qualify for the 0% APR as well? 3. Could you explain the difference between "No Money Down, No Interest if Paid in Full in 18 Months" and "0% APR for 12, 36, or 39 Months with Equal Payments" as displayed on your website? 4. Please provide more information on threshold delivery. Do you offer white glove installation, and how far into the house will the treadmill be carried? Thank you for your assistance. Sincerely, Jenn

I made an online purchase for a Bike and received the confirmation email. However, after 10 days with no updates, I called Nordictrack to inquire about my order status. Despite speaking to two representatives for over an hour, I am still unclear on the issue causing the delay in shipping my order. One mentioned a billing problem, but my credit card payment was approved by American Express for $[redacted] on 06/02. The Order tracking page shows the status as "Processing," and I need Nordictrack to confirm whether the order will proceed or be canceled to avoid any unexpected charges. They should either ship the order promptly or cancel it and update the status so I can consider other options.

I have been unsuccessful in contacting NordicTrack about my s22i bike. Despite multiple attempts through emails, phone calls, and online chats, I have not been able to speak with a representative. The resistance buttons on my handlebar have stopped working, both manually and during iFit classes, within a few weeks of receiving the bike. I have checked the wire connections, but the issue persists. Additionally, I faced challenges signing up for iFit initially. Eventually, I used the card included in my paperwork to register, but it required a different password. I suspect this card may be for the second-year subscription I purchased with the bike, and I need to clarify this before my current subscription expires. I appreciate any assistance in resolving these matters promptly. Thank you. Best regards, C. Reilly Order #: NTEX02117NB

I attempted to purchase the NordicTrack [redacted] treadmill on NordicTrack.com. However, customer service mentioned no discounts are available as the company's sales have increased due to the pandemic. Despite being a former customer and understanding the financial challenges people are facing, they explained it is not the right time for discounts with treadmills selling quickly. I urge the company to consider the support it received from customers before and not to take advantage during this difficult time. The comment about benefiting from the pandemic was disheartening, especially as I have lost two family members to COVID-19. I was hoping to buy the [redacted] today. Please investigate this situation. Thank you. You can reach me at my email or [redacted]. Tabatha F.

I contacted Service to request a technician for my out-of-warranty C1550 treadmill with Serial Number BB[redacted]18. I referred to Order # [redacted] for the technician to diagnose the treadmill. I initially called on June 23rd, and my credit card was charged $[redacted]. Despite being promised a technician would call to schedule an appointment, that has not happened. Following up on July 1st, Josh assured me a technician would contact me. I later discovered a support article claiming the wait time should be approximately 5 business days. Repeatedly calling the [redacted] number only resulted in long wait times listening to the same music loop. I am frustrated with this experience and am considering requesting a refund of the $[redacted] charge to switch to a treadmill manufacturer with better customer service. I am eager to receive an email response. Thank you. Jeremy R. [redacted] Email: [redacted]