iFIT — Local services in Logan

Update 1/20/22- In response to corporate’s response: I understand and have understood the first time I was told you all don’t have enough employees during this time to handle your orders. My problem is not in the waiting, albeit you can give customers a more reasonable timeframe, my issue with you is the lack of customer care. I just dropped nearly $4,000 on your company and I couldn’t get ANYONE to help me for 3-4wks. I had no problem getting ahold of the sales dept ironically. They were rude and did not direct me to the proper dept, disconnected me every time, even when asking for a manager. I was simply following the email’s instructions on what my orders were, and continued following up until I had no choice but to post this review since I couldn’t get ahold of anyone. Also, I would highly recommend putting in the shipment emails to accept said damaged item, bc I was about to not accept it. That would’ve been helpful to know what your protocol is before being put in that situation.

Update: 1/19/22- I stand by my word- BUYER BEWARE. I just received my shipment 3wks later than estimated. DAMAGED. Back plastic panel all broken. Missing screws so the guys couldn’t set it up. If you’re reading this Nordictrack, I want my white glove delivery money back. I also want this FIXED NOW. I’m missing two heavy duty screws that need to be sent to me and a brand new back panel. For this price?? Honestly. We paid a pretty penny for your equipment and SERVICE. I will never do business with you again. Delivery guys say they see Nordictrack arrive more damaged than not. Can I get ahold of ANYONE at Nordictrack? NO. Trying online chat/text messaging/phone calls. The people we get ahold of don’t help bc they’re in sales. The other avenues we can’t get ahold of anyone. Thanks a lot. This was supposed to be a Christmas gift for my husband and I. What terrible, terrible service you guys provide to your customers. Update: 1/18/22- To future buyers: I highly recommend researching the complaints against iFit on the Better Business Bureau before purchasing with the company. Transparency is not iFit’s strong suit. I emailed iFit (Nordictrack) per their google review response a day later. No one has responded nor have they followed up with my email. I ordered 12/14/21. Received email from delivery company and Nordictrack 12/22/21 stating the treadmill has reached last mile and awaiting home delivery. They stated home delivery should be set up within the next 48hrs and estimated delivery will be 12/28-12/30. Well, I stand by my one star rating still. We ordered the treadmill over a month ago. With multiple additional attempts to reach anyone from the delivery company (phone/online chat/email) and it appears no one works there. This is NSD delivery company. I can’t get ahold of anyone from Nordictrack that is not in the sales department. I’ve asked for a manager and I’ve been disconnected multiple times. iFit is apparently not interested in post sales customer service. Buyer beware. Once you purchase, the tables turn. We will be contacting better business bureau shortly.

Original post: Noreictrack: I ignored the terrible reviews about their customer service. I was hoping I could slide through and I wouldn’t get burned. My Nordictrack treadmill has been at the delivery terminal for the last week. The company says they will call within 2 days to setup delivery date but if not, to call them. No one will call to schedule. I’ve written 3 emails and attempted 4 times to chat online but no one responds. I’ve tried contacting Nordictrack, but they too will not pickup the phone. So, we’re just sitting here paying for a product that we can’t get delivered. Interesting. Nordictrack, I’m unimpressed by your lack of...

I was having a proving with the incline returning to a level position for over two monuths. Called to get it repaired the Tech that came noticed the cracked frame did not do the repair do to the cracked frame which automactically would cause for a replacement macine base on lifetime warranty. I asked if I could dust it off he siad don't worry it's not a big deal. However due to the dust and what they say was a spot of rust on the bottom of the machine they voilded the warrenty and I got nothing no repairs nothing. ... As a disabled combat Army veteran I suffer from injuries I got during a patrol in Iran as a US Army Ranger. I use my tradmill because I cannot be around large amounts of people. Nordictrackwas an excellent solution for me and helped me in my treatment. When I called for repairs the tech found a crack on the fram and said Nordictrack would replace the machine with its lifetime warranty. he took picturs of the cracked frame and the said I failed to maintain the machine saw rust on the bottom of the machine and therefore voilded my warranty. I ask for an exception to this policy and they replace the treadmill. I have proudly given ** years of my life to protect the freedom of the US citizens gotten shoot four four time and on this last engagement drove over and IED which was the one that incapacitated me or else I would still be out there with out hesistation. I hate to say this and I don't beg but have compation and a little pride on what the people in the military suffer without a wimper and for this one time do the right thing and replace the machine. I will sign a document which would obsolve you of any further warranty. Show you care and that you support those that protect you. The machine is used in my secound beroom so I can watch TV during my use of the Tradmill. I moved it with some friends to the garage so the tech would have room to work with the machine which was under the machine. while it sat there it got dusty. with the dust they said I was not maintaing the machine I asked how could dust impede the fuction of the machine. do cars that get muddy stop working? Simply live up to the warranty and if you feel I am a liabelity. I will sign a waiver to forgo and future warrenty or repairs. I paid in full I maintain the machine as if were new thats what we are thought in the military and that's what I do. I recommed this company to all that want to start to lose wight and an at home exercise regiment. I called everyone including the corporate office, I never once low my temper I know that would not accomplish anything. The higher I went I would of expected that person like in any company would have the authority to make an exception. all I got was a broken record. These are expexpensive machine almost like buying a used car. I lve on a very low fixed income the one I purchase I recived donations from friends and the VA thats the only way I was able to get that treadmill. No one seemed to care or have the time to point me in the right direction to the person that can make that call. I write only to get no respose. I have made a BBB compliant perhaps I may get a resolution that way but from what I have seen they stick to there guns and customer satisfasctions doe'st seem to be a commetment to them. How sad...

Where do I even begin. I truly wish I read some of these reviews before making a Nordictrack purchase as it's clear that my experience is not unique and that this company is downright terrible.

Alas, I purchased an elliptical in early January 2020 and selected "white glove assembly" at checkout - paying an additional $250 for this service for a "professional" to set the machine up. A month later two guys arrive with the machine and it is very clear they have no idea what they are doing, even admitting they had never set up a machine like this before. They didn't even know which end of the machine was the front and which was the back....After 2+ hours of hammering and drilling they say they are done. It appears to be in one piece so I sign the iPad and they go on their way.

Once I go outside I realize they have broken multiple stones in our landscaped walkway and made a complete mess outside. I spend over an hour cleaning up the walkway and vacuuming the huge mess they left from setting up the machine inside. Elated that I can finally enjoy the elliptical now that the headache and waiting is over I jump on and start my workout. Less than 5 minutes into my workout and the entire left side of the machine breaks off. I rolled my ankle in the process as I was moving along pretty quickly when it broke. With one arm completely broken off I looked closer at the machine and noticed what a totally botched job the setup was - bolts completely stripped, dents and scratches all over the machine, broken pieces of plastic - not much of a "white glove" assembly.

Almost a week later and I have wasted over 6 hours of my time waiting on hold, explaining the situation to 20+ different people at Icon Fitness and trying to get someone, ANYONE to offer a solution. Nobody has apologized or acted like they care AT ALL about this terrible experience. Instead I am treated as if I'm the one on trial and need to present my case to them on what happened for them to decide what to do next. Nobody will give me a direct number so every time I call I have to go through the standard 1-800 number and wait forever and then explain the situation all over again. A lady I finally got through to and sent pictures to promised to get back to me the next day and 3 days later nothing but radio silence. Today I called and waiting on hold forever again then finally asked to be escalated to a manager, which was no less of a joke than everyone else I have spoken to at this worthless company. Since I rolled my ankle the solution is that I now have to wait up to 30 days for their legal department to call me to investigate that before anything can be done about the broken machine.

So now I have spent $2,000+, have a broken elliptical sitting useless in my home, have wasted hours of my week, and have no real solution in sight. How is this customer service?! Absolutely insane and this company is a total joke. Literally the worst customer service I have ever experienced. DO NOT ORDER FROM THIS COMPANY UNLESS YOU WANT TO BE EXTREMELY DISAPPOINTED AND BE TREATED LIKE...