Where is NordicTrack Corporate office Headquarters
NordicTrack Headquarters Address and Contact
NordicTrack Headquarters Location & Directions
NordicTrack Headquarters Executive Team
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Name |
Title |
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Colleen Logan |
Vice President of Marketing |
About NordicTrack, History and Headquarters Information
NordicTrack was founded in the year 1975. The company has been active for almost 44 years now. The founder of the company was Edward Pauls. The brand is very well owned and managed by Icon Health & Fitness and is headquartered in Logan, Utah. The company has been manufacturing exercise equipment since the year 1975. The headquarters of the company is based in 1500 S 1000 W. The name of the place is Logan, while the name of the state is Utah, USA. The pin code is 84321.
NordicTrack is an American company that focuses on providing various kinds of exercise equipment, to its customers in the USA. The current vice president of marketing of the company is Colleen Logan.
The primary services provided by the company include allowing customers to have a retail presence in order to purchase various kinds of exercise equipment, that are manufactured and sold by the company itself. The company is also known for its classic Nordic ski machine, low-impact exercisers, ellipticals and incline trainers as well.
NordicTrack Headquarters Photos
We ALL need to write our State Attorney General!!! I sent in my complaint, after realizing there are thousands of us with the SAME experience this company should be SHUT DOWN!!! Dishing out defective equipment and profiting. Refusing to give us consumers what we PAID for is TRASH!!!! UNACCEPTABLE NORDICTRACK!!! DO BETTER!!!
I spent two days on the phone trying to reach someone about delivery times only to be left on hold, transferred to the wrong department multiple times and hung up on twice. I tried the chat option and asking for a call back and got no response on either one. While doing this I started to see multiple one star ratings so I began to look more while continuing to wait. When I finally got through to the billing office I was told it would cost me $646.40 to cancel the delivery of my equipment. Although no where to be easily seen there is apparently a link with this refund policy. This should be made clear when purchasing such an expensive item. DO NOT BUY NORDICTRACK equipment. The reviews indicate that poor customer service is an ongoing problem and despite a warranty delivery, setup and repairs are continuously a problem. And,company couldn’t care less.
I am beyond disappointed with this company, its products, and overall support. If I could return my product I would in a heart beat!
They have the worst customer service. I was in hold for 2.5 hours and then tried calling several other times to report that my elliptical machine will not work. I tried the IFIT site and have not heard back. I’m at a loss my machine in 1 year old.
I will never but another fitness machine from them and not recommend them to anyone.
I have been treated terribly and woman I spoke with was derogatory and extremely condescending telling me my warranty was void due to excessive rust that was my fault due to improper cleaning. Well I cleaned my treadmill regularly but lived in a beach community which has salty air. I have been trying to get in touch with management and emailed Cameron and still cannot get any kind of assistance. Originally parts are to be covered and after the technician came and told me the rust was due to poor quality paint not my poor care of my equipment. I never heard back and only reached out 3 weeks later to find out my warranty was voided and the supervisor of customer service continued to tell me that there was no one else above her to talk to…. She was the highest I would speak to and would give me The Grad” total which only exasperated an already bad situation! I emailed Cameron Wright and have not received a response. This is terrible representation of a company… an absolute atrocity!!
My son ordered an RW700 rowing machine along with a one year subscription to IFIT and delivery and setup service for me for my 73rd birthday. Since I love rowing, it was the best gift he could have gotten for me. It was delivered and setup right on my birthday, September 23rd. I was able to use it for about a month. During that month the wheels under the seat fell off twice and my son was able to put them back on for me. Then the first week of this month, November, the pull strap came out and won’t retract anymore making the machine totally unusable. I can’t even remember how many hours I have spent on the phone trying to get someone to do something. Apparently my son can’t even get his money back because it broke a week after the 30 return/refund period.
One person I spoke with told me I would have to take the machine apart and order whatever part was broken and then fix it myself. I am 73 years old and physically unable to even move the machine myself much less repair it.Then I was told that they would send a technician out to fix it but I still haven’t heard from anyone regarding when the tech would be here. The cost to me for this service is $159.00!
Yesterday I had contacted a reputable technician locally. He is certified to service all types of gym equipment and brands. When he got it apart we could see that the defective part had actually broken apart and was not fixable and he advised me to again contact NordicTrack for a refund which I explained I was not eligible for because it broke after the 30 day limit. I feel like I have been going around and around with NordicTrack over this issue for a month now. I’m not sure now what else I can do. I have sent pictures of the broken parts to one of their customer service people as requested. Apparently they can have the parts sent to my home and then schedule a repair tech to come work on it. Should be another month at least if they show up at all and I have to pay $159.00.
This is only a small part of what I have gone thru since this machine broke a month ago. This whole experience with NordicTrack has been so frustrating and upsetting that I feel sick. When I think of my son having spent almost $1,800.00 for this I could just cry. I have a feeling that the machine will never be repaired and my son will be out the money. Unbelievable!!!! How do they remain in business?
I will never buy another item from NordicTrack. The company is a joke. Horrible products and even more terrible customer service.
Poor costumer service. Merely trying to order the lubricant gel for T6.5s. Talked to ?Quan this AM. He was slow, like just woke up. He had poor English and I had to ask several times to repeat. Also, he didn’t understand my request. Even though I didn’t cuss nor be mean I never got my order. I rated him a 1, and no other questions were asked on the survey. Called again and got through to another better speaking Asian gal. I told her about Quan’s service and told her my request. She didn’t tell me to hold but did put me on hold and left me there. She didn’t get back on line. When I call 866 896-9777 I press number 7 as per their instructions. Guess what? I’m f*#’#•g hang up again saying that it’s not an option. When I attempted to message, the person stopped the conversation d/t length of my messaging. You cannot call to talk to a supervisor. Nor talk to a complaints person. Truly, I enjoy my machine. But, to order supplies or get the help you need is extremely poor. Like once you buy the machine, they don’t want to deal with you. I’ll get the damn silicone lubricant at ACE. Also, I’m writing to their headquarters. 1500 S 1000,
Logan, UT 84321. I know I’m not clear but I’m disappointed, angry, agitated etc.
I purchased an elliptical machine and paid for the white glove service. After waiting weeks the day finally arrived, however the driver was unaware of the contents he was delivering and had no idea how to assemble it. I was asked whether I wanted the equipment or refuse it and have it shipped again when they had a technician to assembly it. I decided to keep the equipment. It has now been 5 days since then, I have called and emailed several times just to be told the request was going to be escalated – that was three days ago. To say I’m disappointed it’s an understatement. I regret purchasing from Nordictrack, and incredible frustrated. I have no idea when I’ll be receiving a call with a technician. I would advise anyone out there looking to buy similar machines to go elsewhere. For the amount of money you are paying I’d expect better customer service.
Ordered our treadmill and elliptical on 8/13, received a call from the delivery company and was told they would not deliver because we have stairs. We paid for the white glove service! The delivery company now has had our stuff for over 3 weeks and no one will do anything about it. Just transferred from person to another. The women at the delivery company is awful! She informed me she doesn’t do white glove service and is not sure when she will deliver our stuff. I can promise you it will be broken or damaged! Don’t buy from Nordic track save your money and buy somewhere else!
The customer service I have received in attempting to get the treadmill I ordered has been horrible. I’ve been hung up on, put on hold for over 30 minutes, bounced from department to department and they even had me contacting the delivery contractor to see if I could find the treadmill because apparently they couldn’t handle this for a customer. At this point I am contacting my credit card company to dispute the charges because I can’t even get my order cancelled. I won’t be doing business with this company again.
I agree with every negative review on this website. I will NEVER buy a Nordictrack again. My product arrived broken and I spent three weeks and more hours than I care to count on numerous chats and calls on hold and it took me three weeks to finally get the correct replacement part to make the treadmill work.
Thank God I have a husband in the trades who was able to take apart and put back together (which he had to do three times) to get this working. I cannot imagine what the average person would have to go through. I am sorry I purchased it in the first place. Next time it will be Peloton all the way!!
Won’t be dealing with NordicTrack again for future fitness needs. Ordered the most expensive treadmill on In end of December, it shipped Jan. 4th, went through several delivery companies, arrived on 1.13.22 damaged and had to be refused and sent back with local delivery company whom informed me that I had to contact NordicTrack directly to process a return and replacement shipment. After several hours on hold I and attempts through online chat with the NordicTrack website I was directed to the myifit support to process a return of which Maria was able to assist in processing the return and a replacement shipment (props to Maria). Replacement treadmill was shipped out from UT (4 states/17 hours away) on 1.20.22. On 1.24.22 I again got on to the myifit support chat line and was able to chat with Maria again who provided me with the CH Robinson tracking number. I continued to track the treadmill through CH Robinson only to receive an email with a tracking number via the local delivery company Ryder (initial delivery company) which informed the treadmill was in CA and the CH Robinson tracking said it was in Chicago. In concern, I then sent an email to Ifit support (no response and have yet to ever receive a response from them). I then researched several numbers for CH Robinson and in my persistence in calling numerous times and speaking to numerous CH Robinson reps across the country finally spoke to a gentleman whom requested urgent/stat updated ETA through the carrier whom was not answering his phone. This morning I tracked the treadmill to an hour and a half away from my home and an hour away from the local delivery company Ryder. However, as I have paid for white glove set-up (not sure how Ryder delivery men are even qualified to set up a $4,000 treadmill), I have to wait yet another day for it to be delivered to Ryder then schedule a day for them to deliver it to my home. The likelihood of this treadmill not being damaged in some sort of way is extremely slim given it takes 2-3 weeks in delivery from 17 hours away which is completely unnecessary. Therefore, I am currently awaiting a return call from customer service regarding the next steps in the event this treadmill is damaged as I do not intend on going through this process again and I want a refund on my payment to the finance company and so forth. I also placed a call to NordicTrack headquarters for an email address for customer complaints and of course they claim to not have one. support@nordictrack.com is not a valid email address either. As an avid runner I chose to spend a good amount of money on a treadmill however it appears I would have been better off buying another Horizon or other brand from Dick’s Sporting Goods as my current Horizon is thousands of miles in with one belt change and 10+ years old and going strong. If NordicTrack truly cares about their customers and customer service, perhaps they eliminate the middle men (aka 14 delivery companies).
I purchased this on Jan. 10th and the delivery options weren’t explained so I didn’t get the white glove service. When I called on Feb. 2nd to check on the status, I was told it had been shipped and was given a delivery date of Feb. 7th from 1-4pm est. That’s when I learned about the white glove service. I paid the fee for the service, then I was told it would take 3-5 days AFTER the treadmill is delivered before the WGS will reach out to schedule an appointment. I asked if that appointment could be scheduled to get it on the calendar and decrease the 3-5 day lag time. After no luck, I accepted the fact that I would receive it today (Feb. 7th) in a box and hoped it would not take months to get the appointment for the WGS. Today, at 4:40pm, I received a call from AGS (threshold delivery service) asking to reschedule for later in the week because the driver “got sick”. I agreed to reschedule for Friday. I had to rearrange my schedule to be available for 4 hours so I asked if the window could be shortened to at least 2 hours? I was told I was the only one on the schedule so far and I couldn’t receive any special favors. All I asked for is to shorten the window because I have meetings for work and have children is have to pick up from school. Is this really the service I should expect from NordicTrack and it’s partners? Not to mention, it is almost a month since I purchased the treadmill and it was not on backorder so this is a huge delay. I have called several times and asked to speak with a supervisor who will listen and help me but I have been greeted with a few rude I encounters with NordicTrack and their affiliate, AGS. I never thought this would be my first experience with NordicTrack but it will likely be my last and I will make sure to share my experience with others so they can decide if they want to pay a substantial amount of money for hassle and headache.
Absolute worst customer service!! Dont buy anything from them! Garbage!
Terrible on all fronts they expect you to fix broken parts. They wont remove faulty products from home unless its first floor outside. Never worked from delivery date. I will continue to touch all social media and let them know what to expect! Public needs to be aware
I could not be less impressed with NordicTrack’s handling of our warranty repair. We purchased a NordicTrack Bike and Treadmill in December of 2021 and from the beginning there were issues.
We paid for white glove service to set up both pieces of equipment and the scheduling of the set up got screwed up and we ended up having to set them up ourselves.
From there, things have gotten progressively worse. The treadmill was not functionable from the beginning and now almost two months later it remains unusable.
It has been next to impossible to reach a live person to discuss this situation and the repair company NordicTrack has hired to fix our BRAND NEW machine has also proven to be unreliable.
I have now waited on hold for half an hour twice this week to speak to a live person at NordicTrack to find out what is going on with our repair only to deal with a recorded message staying to leave my number and a representative will call me back. Neither of those attempts have resulted in a call back.
I have sent numerous emails regarding this to IFIT as that is what your website indicates will be the quickest way to get a response and each time I get an immediate “auto” message saying I will be contacted and that has yet to happen.
If I were to rate the service it would be an F- at this point and I would never recommend your products to anyone.
I sure hope someone in management reads this and looks in to how to improve both your quality control and customer service.
Worst customer service I have had to deal with in a long time. Unfortunately my husband purchased me a Freestride Trainer FS14i at my request for Christmas.
It took over a month to get, and when I finally received it and tried using it for the first time, I almost feel twice due to how unstable this $3800 plus TRAINER cost.
I immediately go to Google to see if there is any information with others and this issue, or if there is a way to stabilize the Trainer.
COME TO FIND OUT, THIS IS A DESIGN FLAW AND MULTIPLE CONSUMERS HAVE REPORTED THIS ISSUE AND THERE IS NO WAY TO FIX ISSUE.
I had to sit on phone for over 2 hours trying to get help with returning this poorly designed Trainer…got hung up on twice.
After finally getting to the end of this exhausting process they put you through to start the return process, I get told they won’t refund the $250 fee we paid to ensure Trainer was professionally put together and delivered…this was strongly recommended by the sales person from Nordic Track to purchase this service!
The last thing the individual from their so called customer service told us before rudely finishing with me, that the 2 hours of my wasted time, and all the frustrations I went through was just to start the process and we must now wait for another company to call us to schedule to have this ill designed Trainer picked up…the best part of it all was when she said in order for them to pick up their piece of crap machine (that we paid $250 for them to deliver and professionally put together in our home and wont get credited back), we have to have it moved outside, because of Covid they won’t come in the house…what!!! Ok so you will keep our $250 we paid because the sales person stressed to my husband how heavy this machine is, and it requires 2 people to move it and put it together properly, but now you want us to move this outside because now they won’t come in????
This company needs to re evaluate your products and your so called customer service!!!
We have a machine that worked for exactly 3 months. We have now been trying to have it repaired since Labor Day. The company is uninterested in helping us get it fixed or in replacing it. The warranty is completely worthless. Worst decision ever was buying NordicTrac.
What a nightmare
No way to even get thru to customer service, bought a machine, a month later I have no machine, no idea how to get a hold of anyone cus no one answers the phone, their delivery command does not answer the phone, so I bought a machine off Amazon, it arrives in two days, I still have heard nothing from Nordic track
Worst customer service ever!! I’ve never got so many excuses. They will take your money but you will never get your product. Looking at all these comments it doesn’t look like they will be in business long.
Don’t buy a NordicTrack – buy ANYTHING ELSE!!! We ordered a Commercial treadmill and rower on November 20, 2021 and paid for white glove delivery. It was sent to its delivery company the first of December and it sat there until yesterday. It took multiple emails and phone calls just to get it delivered a month after it was ordered and paid for. Delivery company couldn’t set up rower because they had never done one before. Treadmill was set up but it had a broken cover on the motor hood. Delivery men left. I went to register the treadmill and try it out. It DOESN’T WORK. After an hour on the phone troubleshooting, it has a bad circuit board that will need to be replaced, along with several other parts. It is brand new and doesn’t work. Rep stated they would send out new parts but it would take about 2 weeks. He also sent two videos on how to make the repairs. I watched the videos and there is absolutely no way I can, nor am I going to make these repairs. I have emailed NordicTrack, called and now I am sending a revocation of the machinery. It is so disappointing that they are so properly run. You would think that the President of the company would take pride in his products and seek to handle all of the issues set out in these reviews, but clearly he just doesn’t care.
Tooooo late! We did. And can’t even get a service man out here to fix it. It’s not even a year old at that. We been waiting for 5” Months now and still no help. They won’t even just replace it. ( that would’ve been quicker! 🤣 They obviously do not give a rats A__!!! That’s the workers, supervisors and they won’t let you talk to a Service Coordinator at that. What a joke and a shame. My Husband just wants our money back, he’s fed up and I’m tired of calling every week to get no results but excuses “ and lies”!!!!
Worst costumer service ever!! I ordered a Nordictrack tread mill on 10/17/21 which was a Sunday, called immediately on that Monday to switch the treadmill to a slightly more expensive commercial model. I was told by the Rep. that it appeared he could intercept the item prior to it making it to shipping (and that he would call me to advise if any issues). He never called which, (our per conversation) should have meant he was able to complete the process. A week later i received an email stating the original item I ordered had been shipped. Upon call back a new Rep. advised me that in order to return the item I would have to pay the $250 return shipping fee, because my item shipped the next day. After being told this, I decided to keep the item, which had an estimated delivery of 10-14 days and we were already two weeks in. More time goes and I still hadn’t received my treadmill. I began looking at Nordictrack website for solutions and noticed the treadmill that I wanted was on sale with free shipping. I called customer service, and requested to cancel the old treadmill and eat the cost because with free shipping on the new treadmill the cost would balance out. My new order was processed on November 3rd, it is now December 15th I still do not have a treadmill. At the beginning of December following several frustrating phone calls, and several frustrating conversations about how I was upheld to paying a shipping fee, and have upheld my end of the contract for an item that still wasn’t shipped several weeks after it was confirmed that it was, someone finally offered me a series of credits that finally equaled the amount of the shipping fee. I’ve had to spent several hours on the phone with Reps. The billing on this item began on this item two Months ago, I’m forced to pay for a treadmill that still hasn’t made it to my home. It has pushed my workout goals back, forcing me to keep my gym membership longer but even more frustrating is the fact that it dawned on me that my goal was to be able to put together this treadmill together while I was on vacation, because of my very busy career field. My vacation has come and gone, so they are going to deliver an item to me that I will still have to wait to use because I won’t have time to put it together. I’m so frustrated at this process. The customer service has been horrible, after the many calls I made to Nordictrack, for weeks no one took ownership of my problem to make sure that my treadmill was delivered to me in a timely manner. If it had not been for my many call backs I don’t think I would have finally been given a delivery date of Dec 20th, which was quite upsetting. Furthermore spending time that you don’t have on the phone, poor customer service and the run around has been the worse. I gave this company a chance and should have purchased the Peleton 😡
Horrible communication and customer service. Purchased the S22i, several issues with the bike, one year, 4 tech visits, several part replacements later the bike still is not safely rideable and now they’ve gone silent. I have asked for a refund on the bike and they keep saying no we’re going to send new parts. But no action has been taken.
Does it really take a year or more to address a customers issue? I spent $2,000 on this. Such a waste and now they won’t even provide an actual response .
All I get is sorry, we’ll get back to you and no one gets back to me.
Horrible company. Rower was broken when I brought it home. They won’t replace my console. I was on the phone for 3 hours and have dealt with 5 people. RIDICULOUS.
Worst customer experience ever. Bought the treadmill in early August and after multiple screwups by their third party delivery companies, I demanded a refund. They wanted to charge me $500 to come pick up the machine they wouldn’t assemble. Now, as we head into November, the huge, heavy box dropped upside down by one of the “delivery and assembly” companies, still sits blocking my hallway. I may have to take legal action just to get it out of my house. Nightmare beyond words.
a year and half. Commercial grade treadmill. contacted them 3 times for the same problem. 2 times it got temporarily fixed by a tech. now they aren’t even responding after telling them i either want a replacement machine or my money back. how many band-aids does this machine get before they permanently fix the problem? They should not be marketing this machine as a commercial grade if it cant handle the workload.
Hi, I have previously contacted you via the online portal with the following concern. My 2950 is about 10 months old now or not. I purchased through Amazon and at same time purchased three year service contract. Although a white gloved delivery was requested it was not provided. It appeared the machine had been shipped before as packaging was in significant disarray and in fact the machine was not operating properly from day one. The main frame was bent and the machine made outrageously loud noises. Getting it repaired was difficult for two reasons. The part took weeks to get to me but also I move to a winter location in another state and was not readily available for service. It finally was resolved and now I can use it. I started use it in May when I returned from my winter location. I called for service almost immediately as the machine hesitates and the belt slips a bit. They your service tried to get me to download some program so they could remotely check it out so to speak. I am almost 71 years old and doing so is beyond me. Both my wife and I are using this machine and I’m putting you on notice that I feel we were shipped a previously damaged machine and that it is not working correctly and needs service. I am unable to download a program and help here but it is quite possible this machine is dangerous. Bob watson, my cell is 6175223098. Best
Does your company make, or have a resource available for, a protective cover for the Nordictrack treadmill
Model ” 831,24937.7? My wife has the aforementioned model and would like to cover the treadmill when she is not using it.
I received my 2nd service tkt December 14, 2020. The treadmill was not a year old therefore, it was still under manufacture warranty. The tech arrived in FEBRUARY after numerous calls. He alleged he ordered parts and would return in a week. Two weeks went by, now March and parts were not ordered. I was told it would be 2 more weeks before parts would arrive. The parts arrived and not a peep from Nordic Track. Called again, another tech to come out, but no tech as of June 28, 2021. I don’t want to hear the COVID crap. How about PISS POOR SERVICE!!! The motor to the treadmill sits on the floor with other parts. I want my warranty extended and Ifit….if it ever gets fixed.
I am usually not one to complain or go out of my way to write a negative review, but my recent experience with Nordic Track and their X22i treadmill was possibly the worst customer service that I have ever experienced with ANY company. For this reason, I am writing this very detailed review to ensure that others do not experience the same extensive troubles that I have with Nordic Track. Please take into consideration that I am a corporate supervisor at one of the largest electric utilities in the US. I deal with various customer service situations and therefore I understand when customers’ expectations are not feasible. However, I also understand what is necessary to provide customer satisfaction and service excellence. I am very thorough and therefore I took notes and retained records along the way which allowed me to compile the following information.
March 6, 2021
Someone named Benson in Nordic Track sale department assisted me with ordering my machine on March 6, 2021. The purchase of the equipment took 20-30 minutes, but little did I know this would be the fastest call that I would experience with Nordic Track. Calls to resolve every issue that I had were a minimum of one hour each. The total cost of the purchase was $4106.83 which included the following: X22i treadmill ($2999), delivery fee ($99 after a promotion), additional 2-year iFit membership ($550), 4-year extended warranty ($239.95), and taxes ($218.88).
March 9, 2021
My machine shipped 3 days later (March 9, 2021).
March 17, 2021
On March 17, 2021, my Nordic Track X22i arrived on a massive pallet (dimensions: 76” x 41” x 34” and weight: 417lbs!!!). I was told that this machine would be delivered “through the first threshold” which could be through my first door if requested. The delivery company was Associated Global Systems (AGS) and only one person arrived to deliver this equipment and left it in my garage because it was too large for him to move. Due to being in the process of recovering from a torn achilles tendon, I was going through rehab (which is also why I purchased the machine) and was unable to assist with lifting the machine. However, we were able to drag this machine off of the pallet to allow the delivery company to take the box and pallet.
Fortunately, my brother was available to assist with building this machine because they informed me that due to Covid-19 restrictions, they were unable to offer their “white glove assembly service” at that time which included moving the machine to a room of choice and assembling it. After 3 hours of assembling, we found that one of the bolts for the main frame were not threaded correctly and therefore would not screw into the frame. We left this bolt out and assembled the rest of the machine. After turning the machine on and calibrating it, it raised to the highest incline (40%) and got stuck. We never even got a chance to try the machine out.
March 18, 2021
We called technical support the next day (March 18th) and they walked us through a series of troubleshooting steps and they determined that changing out the “incline motor controller “ should solve the issue and if that did not work, they recommended changing out another smaller controller (circuit board). I was unaware that they wanted me to perform these tasks. This completely defeats the purpose of the labor included with the extended warranty that I purchased. To assist me, they emailed a link to a YouTube video with instructions for performing these replacements on a similar but different machine that actually was confusing because it required additional steps to perform the controller replacement that were not shown in the video. Nordic Track ordered the replacement parts from a company named Icon Health and Fitness the same day and some parts were on back order.
March 30, 2021 – April 1, 2021
We did not receive all of the parts until March 30th. I have pretty good mechanical aptitude, and these were very difficult tasks to perform. Also, the machine was extremely heavy to flip into the position to access the controllers. I worked on this machine for 2 days, trying to remove different components to gain access to screws to remove the controller, but had no luck. I stripped a screw in the process, so I called and spoke with the Nordic Track customer service department about getting onsite assistance and to my surprise, they were able to send someone. I inquired as to why they didn’t offer this initially and they stated that Nordic Track will have the customer attempt repairs on their equipment first. In this case, to prevent me from returning the machine, they agreed to send someone. They also had to order more replacement screws for the ones I stripped. For all of these troubles, Nordic Track customer service offered to extend my warranty and iFit membership start dates out to whatever day that my machine was repaired and usable (which is expected seeing as to how I didn’t even have a change to use the machine yet). I received an email confirmation that a service technician from a company named CYOD Repair Service Inc. would be contacting me within 3-5 business days to schedule a date to repair my machine.
April 11, 2021
No one from CYOD Repair Service Inc contacted me within 5 business days, so I had to escalate to Nordic Track customer service who reached out to this company. CYOD called and scheduled a service appointment for a Sunday, April 11, 2021).
CYOD technician arrived on April 11th and worked on my machine for 1-2 hours. He replaced both controllers, verified the wire harness was good, and also voiced his frustration with the way that the machine was pre-built by Nordic Track. He also informed me that he is very familiar with a lot of the repairs because failures happen so often. After replacing these two components and attempting to recalibrating the machine and perform other troubleshooting steps, the machine still did not work. The service tech said that he would order a new incline motor but recommended that I request an entirely new treadmill based on how poorly the machine came pre-built. He left all of the treadmill parts and boxes all over the floor and stated that he was late to his next job.
April 11, 2021 – April 12, 2021
I called Nordic Track customer service and they directed me to the returns department 866-896-9777. I requested a replacement machine and the representative in returns (I did not capture her name) agreed that because I was within 30 days of receiving my machine, I could get a replacement or return the machine for a full refund. The returns representative went through an extensive process that took over an hour to process my return/replacement. After voicing my frustrations, for all of the inconveniences that I experienced she stated that she had included the “white glove assembly service” for my new machine and it would be built at no charge by a company name Associated Global Systems (AGS) which is a different company than the company picking up the defective machine. According to her, the way she had to perform this transaction was by refunding my credit card the price of my old machine ($2999) and charging me for the new machine at a 10% ($299) discounted price which would cover the cost of the white glove service that she would have to charge me for. She stated that she had to do it this way because the white glove assembly service could not be provided for free. She also stated that the disassembling and removal of the defective machine (X22i) would all be performed by the company (EFW- Estes Forwarded Worldwide) picking up my machine at no cost. Additionally, the new machine would be shipping in 1-3 business days, EFW would be calling me to schedule an appointment to pick up the defective machine and she would put everything that we discussed in the “notes” so that there was no confusion.
April 16, 2021
The carrier company EFW called to schedule a pickup appointment for the defective treadmill. Their earliest appointment was 4/23/2021 and Nordic Track did not take this into consideration when scheduling my new equipment shipment. Therefore, I would have both machines in a small apartment until the defective machine could be picked up. When discussing my arrangements with the EFW representative (Monica), she said that her company would NOT be disassembling the defective machine because they could not enter anyone’s home due to their companies Covid-19 restrictions. I informed her that Nordic Track assured me that these restrictions had been lifted and EFW would be disassembling and removing the treadmill at no charge. Monica informed me that this was not true. I scheduled the appointment with EFW anyway for 4/23 and contacted Nordic Track returns department immediately.
I spent over an hour on the phone with Elysa Taylor in the returns department trying to understand how I had been misinformed again and what options were available to get my machine disassembled. I informed her that I do not have family or friends capable of lifting or disassembling this heavy machine and I didn’t understand how I could have a company (AGS) assemble the machine (using the “white glove assembly” service) but could not have the other company (EFW) or even AGS disassemble the machine. This is when she also informed me that I did NOT have the white glove service and all of the information that was provided to me on 4/11-4/12 was not recorded in their notes/records. I am extremely frustrated at this point and she worked with me to supposedly give me a 15% discount on the new machine. 10% would cover the white glove service assembly (which should have been provided to me originally) and the additional 5% could go towards hiring someone to disassemble this machine. To prevent confusion, I stayed on the phone with her while she sent me an email summarizing everything that was discussed.
April 20, 2021
My new/replacement machine was delivered by AGS and was left in the garage. No white glove assembly service was provided and AGS stated that they were only instructed to bring the treadmill through the first threshold which they considered the garage. They would not bring the machine through the first door (as they had previously offered) or remove the machine from the large wooden pallet. I called Nordic Track customer service and explained this situation and requested to speak with a manager (resulting in another hour-long conversation). The customer service representative stated that white glove service should have never been offered to me and was confused by this agreement that the returns department had made with me. He stated that a manager was unavailable and forwarded me to the returns department to speak with their supervisor. I spoke with April Trejo and explained that I have been going back and forth between the Nordic Track customer service department, Nordic returns department, CYOD, AGS, and EFW while waiting for parts from Icon Health and Fitness and requested to speak to a supervisor in the return department. She insisted that she attempt to resolve my issue and would not allow me to speak with a supervisor. After explaining everything to April, she informed me that the white glove service was not being offered by AGS, but Nordic Track had a separate company that could provide a technician to perform the assembly. She then stated that unfortunately, if I was unable to remove the defective machine from my home using friends, family, or neighbors, I would have to hire someone and Nordic Track would not reimburse me for this. At this point, because of all the issues I experienced for over a month without even being able to step foot on my $4106.83 X22i treadmill one time, I requested a full refund. I also requested that everything we discussed be provided to me in an email (which I received). She stated that she would accelerate my refund from 30 business days to 7-10 business days, but I still would not receive any credit or money towards disassembling the treadmill. Lastly, when I requested to have both machines returned, April informed me that I had to coordinate with EFW to do so.
In summary:
Nordic Track has issues coordinating between departments within their company and with other companies that they have contracted to perform their equipment/parts delivery, assembly, and repair services. They expect you to assist with repairing your own equipment even if you purchase an extended warranty. The customer service and returns department phone wait times are excessive. While Nordic Tracks equipment may seem durable, it is known to fail. Fitness equipment companies with comparable prices (i.e. Peloton) provide better support and service to their customers. When questioned about what Nordic Track can do to resolve your issues, you’ll only receive responses beginning with: “I’m sorry but..” or “Unfortunately…”. Furthermore, if you experience issues after 30 days, you will be charged high restocking/delivery fees if you want to return the equipment ($500+). I thought the bad YouTube reviews were just unique situations and it wouldn’t happen to me, but I was wrong. I will never purchase from Nordic Track again. Whoever is considering buying an expensive piece of workout equipment from Nordic Track, please do NOT ignore the bad reviews.
NordicTrack is by far the worst company I ever had to deal with! I was on the phone for three hours and got a rude unhelp supervisor. I got two different answer and was just trying to get unit delivered. When it showed up they could not leave it since it came in a crate and was raining. It would have been nice to know you needed three people to bring it in. Now sad to say I know why people wait for the Pelton , they take care of their customers. All I can say is run away!
I purchased a Nordic track treadmill (and utility weight bench) in November of 2020 with White Glove delivery. The utility bench had a broken piece and some missing washers. Not all the items we had ordered from Nordic Track arrived and the White Glove delivery people (who had received our treadmill) refused to touch any items sent directly to us such as other equipment and the mats for under the units. The White Glove delivery person took the treadmill out of the box outside the house and slid the treadmill framing down the stairs banging it against the wall and stairs. They would not set up the unit other than to plug it in after assembly and saying they need only to show that it powers. Nordic track is telling me for the past almost two weeks that a supervisor / manager will be calling me back. No-one has called yet. I have called and called to them with no assistance. Nordic Track used to be such a great company. What happened?
Does anyone know of a phone number or way to reach the executive office for assistance? We have used online chat as well as phoned to Sales, Customer Service, Warranty, Returns, iFit, and to TD, and by phone have only reached Sales where we have been given lip service that we are on a list where a supervisor / manager supposedly will call us back. I do not expect to ever receive a call back from them. Has anyone gotten satisfaction and if so, how?
Did you ever find a phone number or a way to contact them? I am having the most frustrating situation receiving a treadmill at the end of January that has not yet worked properly at all I’ve had three service techs come out it’s completely broken and will not work any time I called them they give me some email to email but nobody will reply and apparently they have no manager that I can speak to. Corporate headquarters just gives you the stupid one 800 number now I’ve spent $4000 on a machine I can’t even use and I’m about to lose my mind
To: Ciara Barker Team Lead I am extremely frustrated and disappointed in the service provided from NordicTrack on this equipment. A snap shop of sequence below:
-Equipment went down in June
-Part was ordered July 1, said it would be two weeks
-sent email in July requesting update, and no response
-sent another email in Aug, no response
-Sent a DM and no response
-Part finally arrived Sept 2 (Over 2 months, 2 get a part that is under warranty
-Old part would NOT come out, spent 1.5 hours on the phone with tech. Once part would not come out, contacted tech assist.
-Informed tech rep that part would not, he suggested to use video. I explained to Zack, that it was 95 degrees in the garage, and miserable
-Requested tech to show up because part would NOT come out, He said he contacted Team Lead(you), request was discouraged/denied.
-Zack then suggested to move roller pin (still 95 degrees in garage), I expressed an pother request for tech to show up to install, again discouraged/denied
-The suggestion failed, I again suggested to send tech to repair, again discouraged/denied.
-There were 3-4 times I requested assistance for a tech to come on site to repair, because treadmill was still under WARRANTY.
Now if NordicTrack believes that NOT responding to emails, keeping customers on the line for over 1.5 hours, denying tech on site multiple times, is acceptable or if you would accept that, then NordicTrack has lost its way.
As I expressed to Zack, based off the extremely long wait for the part, the denying of assistance on site, 1.5 hours on the phone, no responses to email, an extension of 6 months is at least NordicTrack can do to make this right.
I retrieved the POC for ICON Fitness below, Corporate Office. If there is another person there, I need to get this info to, please provide that name and number.
(Colleen Logan, VP, Marketing at ICON Health & Fitness, Logan, Utah)
I have a bike, which I have never been able to use, that was shipped to me defective and it’s been 1 ½ months and now I have to wait another 3 to 4 weeks to see if the parts which supposed to have been ordered shows up. This is ridiculous after spending $1000, and that it needs to be returned and they want to charge freight and restocking fees for returning a bike that came defective and never worked. TERRIBLE CUSTOMER SERVICE AND REALLY THERE IS NO REAL CUSTOMER SERVICE.
DONT BUY Norditrack. No customer service you can reach. We bought Brand new rower $2800, waited 3 months, it’s here. Connected to 395MBps Wifi still staring at spinning circles on shitty IFiT screen. No Bluetooth, just absolute garbage. I spend my workout time playing technician. We are Sending this POS back.
This is the worst company I’ve EVER tried to deal with. They have NO customer service.
Worst customer service. Have sat on hold for over an hour 3 different times. They will only send you a part to see if it fixes the problem and if it doesn’t you have to sit on hold to order another part to see if that fixes it. They are often out of stock and you need to wait for it to come in to see if it fixes problem, if not you start all over again. Supervisor does not help and reads from script saying they are sorry, WORST CUSTOMER SERVICE EVER. If you are buying a product you do not wait on hold just if you need to fix it. They say they ordered parts but if you do not get a confirmation then you need to go back and sit on hold to order again even if your technician orders parts for you
It’s horrible that so many people here and in other reviews that I’ve read are experiencing the worst customer service ever! I’m so upset for buying a $2k bike that has been sitting at my house for over two month broken. They think it’s the controller and the part has been on back order for several months with no ETA. Customer Service is a complete joke!! I don’t understand why a company like this is so bad with customer service, their shipping company is bad and their machines are bad! Shame on me for not looking at the reviews first.
Worst customer service I have EVER experienced. The customer service person says “yep” and “nope” and doesn’t apologize for the mistakes the company makes. I contacted the CEO himself and received no reply. It’s been over a month since I made my purchase and it hasn’t arrived. Tracking system is a joke. Says it is headed to you, then restarts over and over. I should have listened to the reviews and bought a more expensive machine or from a more reputable company. Don’t think people on here are the exception. We’re the rule with this company. There may be one or two people who have a good experience. I spent over $2000 dollars and at this point I am refusing delivery and taking Nordic Track to court.
I got the S15i bike for Christmas. The right crank arm wore out within days. A replacement was installed by a tech a month later and the left crank arm started falling off days later. Parts backordered. Wait another month or so with no bike. Parts come, I install them myself and the bike works for 2 months. It is great on the rare occasion that you can use it. Then the resistance system stops working. Three parts ordered, 1 is back ordered (the main controller just like a few reviews below. I have been waiting 6 weeks and not only has the part not come, they cant even give an estimate of when it might come. My bike has been functional for about 10 weeks this year. Nobody seems to care at all. Nordic Track once had a good reputation. Run away. It seems to be a poorly manufactured piece of junk that will never work for any period of time. I hope to see mine to someone to use as a mooring and cut my losses.
Purchased the bike it came broken, after 4 attempts and terrible customer service reps I was in touch with someone empathetic. I was told by Michelle Dominguez that a technician will be in touch in the most 5 days, I gave it two weeks and nothing. Not only did a technician not call, I can’t get this representative to return an email or a phone call. I was told in order to return the broken bike there would be a $300 restocking fee. Now I started making payments on a bike I haven’t used not once and they sent me electrical parts to replace like I am a technician. Hopefully someone reads this and responds to me. Norditrack is the worst customer service I ever received.
Terrible Customer Service, on hold forever, they don’t return calls (have gone into their call back feature several times, but they never call back) and their on line chat never works. Terrible experience. Want to purchase a S22i cycle, but am seriously having second thoughts if this is how they operate. Don’t quite know how they have been in business since 1975 with this type of Customer Service.
Don’t buy this bike. I’m having the worst experience ever. I purchased the s22i (less than a year ago), it took over a month to receive, it’s now broken and the part has been on backorder for two months with no ETA. There is no guarantee that the part will fix the bike and I’ll be out of warranty next month. Customer service is a joke!
Got wonderful commercial spinning bike s15i. Within 4 weeks the main controller is not working. Tried to get a new one, none in stock. Back ordered. Is anybody in higher position doing anything about this? I’m reading a lot about customer service issues. I would have recommended this bike to many but as of now I would recommend to no one. Based on customer service and electronics broken in less than a month.
I’m having the same issue but with the s22i. The controller has been on backorder for over two months. I reported them to them to the BBB and finally someone reached out to me but no solution yet. I came to this site to see if I can write to the CEO or someone because this is unreal. My warranty ends next month and they don’t even know if the controller will fix the bike.
Worst customer service ever. Debbie the Supervisor in returns in useless. I received a broken bike and was told that I am responsible for the shipping charge. Refund was provided for bike but not shipping. How do you run a company with such ridiculous rules. Buyer BEWARE!!
Worst experience with a company in a long time. Ordered my exercise bike, it came and during assembly has 2 parts that needed to be shipped because original ones were broken. New parts came and one of the new parts was broken again. I have had the bike for a week and a half and still can’t use it. Called to start the return process and was told I had to pay a $250 return feel plus a 10% restocking fee. So essentially read the fine print. The return policy is not free and you do not get a full refund. I highly encourage everyone to read the fine print before you order and shop around.
This is the worst customer service ever, how does the company vice president or ceo not know this or if they do why do they nothing about this. I see y there is no email or direct number to these people. I have been directing my friends and family to peloton for bikes, because of the horrible customer service. Please someone contact me so i can get my new bjke fix. I only had it for 5 days.
COMMERICAL treadmill.broken in less than 5 weeks. Customers service unacceptable for such a large well known company
THE WORST CUSTOMER SERVICE EVER!!! I can’t reach anyone and every time I receive a call back they disconnect me!! I’m so sorry I ordered from this company!!!
i bought two equipment should i cancel or not they are horrible on customer service
I need help been on the phone for hours and nobody answer the phone
Would Never order from you ever again!!!! I ordered a bike on November 29. And paid extra for the white glove delivery which was a huge mistake. Your team says that they pass it off to XPO logistics on Dec 20th. XPO Logistics is telling me they have no delivery dates available until after the first of the year. Do you realize that that’s six weeks to get delivery. Do you have any idea what terrible chat service this is. And do you guys realize how painful it has been dealing with XPO Logistics???? They are terrible. I would never recommend to any of my friends or family to buy anything from you. They will see my bike in my home and I am going to let them know what a complete nightmare it has been trying to get a bike from you guys. This has been the worst shopping experience I have ever had in my entire life. A complete nightmare!! An people are paying you extra money so XPO Logistics can hold out product 2 to 3 weeks after they receive it. And you think this is just ok???? It sucks on a customer service level. Would never recommend to anyone to buy from you!!!! Nordictrac is been a NIGHTMARE buying from you.
Bought a rower beginning of October, 2019. It hasn’t worked properly since day 1, but didn’t realize it until after a month since my wife nor I tried a different resistance level until we thought we were ready to advance. Well, resistance isn’t working, and it’s been over a month since the issue was reported, and it still hasn’t been fixed – 2 different parts on back order which have now since arrived and been delivered, but the Service Technician(s) won’t return texts or calls to setup appointment to fix. Customer service is the WORST I’ve EVER experienced! Called twice. Spent 30 min and 45 min respectively ON HOLD! UNACCEPTABLE! Was never told parts were on back order. After 11 days waiting for the first part, I called, and guess what, it was miraculously in stock, and they sent it out. It arrived 3 days later without any instructions on how to install. I was told it would be easy, but without instructions………SURE! After spending the 45 min waiting to be helped again, I was told I should have been offered help from a Service Technician, and that another part might be needed in order to fix, and that they’d send the part out immediately. Well, again the part was on back order, and again, I wasn’t informed until I contacted customer service AGAIN! TOTAL CRAP!! Now, I FINALLY have all the parts suggested for fix, and the Service Tech won’t return texts or calls. UNREAL! THE WORST EXPERIENCE I HAVE HAD WITH ANY COMPANY EVER!!!!! It’s obviously a lemon, yet they won’t replace, and was told that if I wanted to return it, it would be $250 for shipping, plus a re-stocking fee! ARE YOU KIDDING ME??!! IS THIS REALLY HOW YOU TREAT YOUR CUSTOMERS??!! OBVIOUSLY NOT INTERESTED IN KEEPING YOUR CUSTOMER BASE! TOTAL CUSTOMER SATISFACTION INDIFFERENCE!
Hello I purchased a commercial incline trainer in 2017 for $ over $1,700.00 I am a Disable veteran and to me that’s a lot of money. Just so you know I suffer from cranic PTSD and cannot be around people so I exercise at home and running relaxes my mind which is a good thing for people that suffer my mental illness.
Well my incline was not working I called to have it repaired it all went well the parts came quickly the tech called and was very nice. During his inspection of the machine once we turned it on its side he noticed a line in the metal frame. He got his flashlight and found out that it was a crack around the frame bar which id warranty for life and would call for a replacement of the machine. So he did not want to waste the new part and did not put it on and told me not to use it. I waited a week to get a call and nothing so I call customer service the lady told me the picture taken of the bottom of the machine showed water spots and some rust. And that the top was very dust and did not look well maintained and that voided the warranty and therefore I would not get a new machine or any additional repairs. I challenged her and talked to over six people and all they did was read the notes she wrote and not make a management decision. I ask that my machine be replace I will forfeit any and all warranty that would come with the new matching. I am registered under mrswensanti@gmail.com Thank you for your time I look forward to hearing from you as I did write you last week and did not get a response.
Although I have a picture of my Treadmil these people will refuse to let me send it to them, when I ask who I need to talk to for mediation to prove they are wrong they hang up the phone. Althogh this is the next step in the process they will not honor the process. There form of justice is what they determine one picture. My Treadmill can be put next to a new machine and you can tell it’s used by the wear on the belt. these people are not people people. Only whaen they are trying to make a sale do they really put on the charm. After that just read what everyone is posting.
Really hope Colleen Logan/ Vice President of Marketing really reads these complaints. So she can see what kind of product she represents! I purchased the Nordic Track s22i Studio Cycle back in August of 2019, It is November 10, 2019 and I have been able to ride this bike for two weeks (2) since I received it at my home. I called customer service (if that is what you want to call it) and told them the things that was happening with the cycle. No RPM read out on the screen, no resistance on the screen or in the pedals, incline not working. They send me a new incline motor and said this was the fix. Not to mention I had to change it myself. Changed it; still no resolve. Called customer service back and the they proceeded to tell me that the problem was a pinched wire from when the installers installed it. Then they sent me a new wiring harness and said they were for sure that this would be the fix. I also changed that and still the same problems. So I am back on the phone with yes again customer service. This time I am told there is a problem with the motherboard and that a note has been in the file since the first day I called that there was a recall on this part. So now I am waiting on a part that is on back order and no one can tell me when it will be in stock. I am really frustrated at this point; I PAID OVER $2,000.00 for this product that is supposed to be highly reputable. That’s a crock. I asked about replacing the bike and was told fees would be involved. REALLY! All I ask is for Nordic Track to do the right thing and stop giving me the run around.
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 for all of us.
took so long to get my item I actually started a dispute with credit card company. Then finally received elliptical and now they are wanting to send freight company to get it back because I filed a dispute. They did not refund my money, but requested another credit card to charge “because I have an open dispute” on the first one. They did not refund my money on the first one so why would I give them another one. They have not responded to the credit card dispute. I told them I would not let anyone in my home to take it back. So now they are threatening to cancel my warranty. They have not refunded me, and I actually wanted the unit, so I would like to keep it. And they refuse to speak to me over the phone. Everything through email “so they can have a paper trail.”
Undoubtedly the worst company out there. If NORDIC Track is a fortune 500 company – they should be taken off the list. My friend spent close to $2000 for a treadmill and after delay she cant get it delivered. Major problems in that area. Not very good for a company that is suppose to have a good reputation.
Same here!! Their customer service is the only way to get your heartrate up!
Hi Suzanne,
Our VR25 Exercise Bike ($1700) arrived, was assembled in 2 hours – I used it for 3 minutes and a pedal fell off. Have been on the phone & on-line for the 3 days since then. Fortunately we’ve had three extraordinary employees who actually seem eager to solve our problems. Lovely crew. If only the corporate part of the company could produce that willingness to serve.
Gail – MD