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Business Profile

Exercise Equipment

Treadmill Outlet
BBB accredited business seal
BBB Accredited BusinessA Rated by BBB

Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 3 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:10/11/2024

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I contacted Treadmill ***************************** regarding a workout device to see whether they have it in inventory. On Friday 09/27 a sales representative at Treadmill Outlet responded that they have one unit left. I asked when I would receive the order, the representative responded that it will be shipped directly next week. I went ahead and placed the order immediately. It was clear that I only placed the order because the device was in inventory and will be shipped immediately. The device then wasn't shipped that week. I followed up with several emails but received no response. I received later a tracking information, but the scheduled pickup keeps getting pushed forward. I tried to reach the store again for another week with emails and calls to cancel my order but no one responded - neither the general sales team nor the sales representative that first responded to me. I suspect that the store is a scam that takes credit card payments for equipment worth multiple thousands of Dollars that they don't have and don't intent to ship.

    Business Response

    Date: 06/09/2025

    Thank you for bringing this to our attention, and please accept our sincerest apologies for the frustration and inconvenience you've experienced.
    We understand how important clear and timely communication isespecially when purchasing high-value fitness equipmentand we deeply regret the delay and lack of responsiveness on our part. Your order was placed under the clear understanding that the item was in stock and ready to ship, and we take full responsibility for not meeting that expectation.
    Unfortunately, due to an unexpected logistics issue, the shipment was delayed and compounded by internal communication gaps. This is not reflective of the service standards we aim to uphold, and we understand how this situation has led to understandable concerns.
    Please know that we are a legitimate business that has proudly served customers for nearly 30 years, and we are fully committed to making this right. We will be reaching out to you directly today to confirm the current status of your order and to discuss next stepswhether that means completing the delivery promptly or processing a full cancellation and refund, per your preference.
    Again, we deeply regret the poor experience and appreciate your patience while we work to resolve this promptly.

  • Initial Complaint

    Date:08/14/2024

    Type:Customer Service Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On May 1, I ordered a treadmill from Treadmill Outlet. On May 2, I got a notice that "We regret to inform you that we have experienced a delay in shipping due to a shortage of containers for your order" (I have attached both of these emails). I also called them later in June to ask when the treadmill will get delivered and they said they just came in and they will ship soon...It has been 3.5 months since my order and the emails I have attached this complaint are the only correspondence from them about my order.

    Business Response

    Date: 06/09/2025

    Thank you for reaching out, and please accept our sincere apologies for the ongoing delay and lack of follow-up regarding your treadmill order.
    We understand how frustrating it is to be left waitingespecially without clear updatesand this is not the level of service we strive to provide. Your order placed on May 1 should have been fulfilled within a reasonable timeframe, and we take full responsibility for the breakdown in communication and the continued delay.
    While the initial shipping issue was caused by a container shortage, that should have been resolved long ago, and we deeply regret that youve been left without further updates since June. We are currently reviewing your order status internally and will be reaching out to you directly to confirm whether your treadmill is now ready for immediate shipment or, if you prefer, to begin the cancellation and full refund process.
    Please know that we value your business and are committed to making this right. You can expect a direct phone call or email from our team within 24 hours.
    Thank you again for your patience, and we deeply apologize for the inconvenience youve experienced.

  • Initial Complaint

    Date:07/29/2024

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Puchased a Brand New Treadmill (Horizon 7.4) from Treadmill Outlet, **************************************** (www.treadmilloutlet.com) on 15-Jul-2024 for $1424.05 with free shipping.Got the invoice and purchase confirmation from their website via email.They charged my credit card for the full amount.A *********************** contacted me the next day to let me know that the Treadmill will ship the next week.The next week, I checked on the shipping status via email to ***********************. Also to their contact email from their website. Also called them on their phone number. I can never get to an associate to ask about the status and their voice message box is always full.Have indicated via email to My ***** that I need to hear from them, or else I was going to initiate a complaint and no response whatsoever.

    Business Response

    Date: 06/09/2025

    We sincerely apologize for the lapse in communication. At the time you attempted to reach us, we were experiencing unexpected phone issues that may have prevented your call from connecting properly. We truly regret any inconvenience this may have caused and appreciate your understanding.

Treadmill Outlet is BBB Accredited.

BBB accredited business seal

This business has committed to upholding the BBB Standards for Trust.

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