Where is NordicTrack Corporate office Headquarters

NordicTrack Headquarters Address and Contact

  • Address: 1500 S 1000 W, Logan, UT 84321, USA
  • Phone Number: +1 877-993-7999
  • Fax Number: 516-791-9586
  • Email: N/A
  • Number of Employees: N/A
  • Established: 1975
  • Founder: Edward Pauls
  • Key People: Colleen Logan

NordicTrack Headquarters Location & Directions

NordicTrack Headquarters Executive Team

Name

Title

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

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  • Deborah says:

    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.

     
  • Angela says:

    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.

     
  • Robert watson says:

    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

     
  • Kevin Reed says:

    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.

     
  • mark says:

    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!

     
  • Amy Simons says:

    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?

     
    • Casey says:

      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

       
  • martin says:

    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)

     
  • LJR says:

    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.

     
  • Buy another Brand says:

    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.

     
  • KC says:

    This is the worst company I’ve EVER tried to deal with. They have NO customer service.

     
  • Shari Lynch says:

    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

     
  • Aubrey says:

    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.

     
  • Mrs. G. says:

    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.

     
  • Christopher Witt says:

    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.

     
  • Cartiglia says:

    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.

     
  • Roberta says:

    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.

     
    • Aubrey says:

      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!

       
  • Robert Azinger says:

    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.

     
    • Aubrey says:

      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.

       
  • Andrea says:

    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!!

     
  • James Bello says:

    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.

     
  • Richard Rivera says:

    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.

     
  • Robert says:

    COMMERICAL treadmill.broken in less than 5 weeks. Customers service unacceptable for such a large well known company

     
  • Meredith says:

    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!!!

     
  • loura says:

    i bought two equipment should i cancel or not they are horrible on customer service

     
  • loura says:

    I need help been on the phone for hours and nobody answer the phone

     
  • Tracie Kernan says:

    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.

     
  • William Weller says:

    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!

     
  • Wenceslao Santiago says:

    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.

     
  • Eddie T. says:

    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.

     
  • Wenceslao Santiago says:

    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.

     
  • BADomingue says:

    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.”

     
  • David says:

    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.

     
    • Suzanne says:

      Same here!! Their customer service is the only way to get your heartrate up!

       
      • Gail Frantz says:

        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

         
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