Reviews
This profile includes reviews for iFIT's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Review Ratings
1.22/5 stars
Average of 337 Customer Reviews
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Review fromWilliam D
Date: 01/22/2023
1 starDO NOT BUY AN IFIT TREADMILL SUPPORT IS TERRIBLE! We purchased a NordicTrack EXP 10i for close to $2000 and the screen went out within the first year. The treadmill will not work at all without the screen and we have been waiting for two months without any updates from support. Supposedly they are going to replace a part (not the full screen or treadmill), however we have received zero updates from support in the two months since the machine totally failed. When we call or email for an update, the answer is simply that we will get an email when the part ships (if that ever happens). For a company as reputable as NordicTrack we are extremely disappointed in the lack of craftsmanship and support. If you are looking at treadmills, please do whatever you can to avoid the iFIT subscription. When the treadmill did work, the iFIT program was really clunky and you had to manually log in every time you simply wanted to go for a quick run. Additionally, buy a treadmill that will still work if the screen goes out because now we cant get the machine to turn on at all. It is completely worthless without the screen.Review fromBlaise D
Date: 01/21/2023
1 starWe bought our treadmill 2 months ago and never had the chance to use it because it came in with a damaged monitor. We have emailed and called everyday to have it replaced and they either dont answer or transfer you and can never get ahold to anyone. We are paying on equipment that doesnt work. Terrible customer service!!!!! We just want our equipment fixedReview fromMarc A.
Date: 01/20/2023
1 starDon't buy a product from them. Read below:I like the product when it works, but the customer service is terrible. My bike broke on December 8th. I put in a service ticket on December 8th 2022, no response so I followed up with multiple emails and calls.I finally get a technician to come out and look at the bike....technician came out on January 9th 1/9/ 2023. The technician doesn't carry replacement parts so he had to order the part. I reach out to customer service on 1/20/23, customer service says they have not seen any notes from the technician and the part has not been ordered. So in summary we are almost at two months and my bike still doesn't work. Also I asked IFIT if they had an escalation email for me to share feedback on the many misses they had below is the verbatim response There is (support@iconfitness please note the email team is backed up and the current response for an email is about 30 days That's correct a 30 day backup How can a company of this size function like this? Let me summarize the misses 1. Bike broke within a year and a half of ownership...thank goodness for the 2 year parts warranty 2. I had to follow up multiple times on a repair ticket 3. Technicians don't carry spare parts and the lead time to get a technician was frustrating 4. Seems like they don't have a backend support system for repairs / part replacement 5.Not enough customer support personnel trained (30 day backlog)Review fromBlake T
Date: 01/20/2023
1 starmy s22i bikes resistance stopped working randomly.. after 2 case numbers assigned through he site (NOT ACTUAL AGENTS) 2 weeks of repetitive calls and holds on chat I was able to get a hold of an agent through chat after an hour wait. even with case numbers present and my equipment registered they wanted me to give all information on my bike. thank god I had it. 100 percent coverage of all parts and labor. I live in a major city. they ordered a new part that won't be available to ship out for a minimum 14 business days and then ****************************************************************************** to schedule an appointment. At least I was smart enough to ask the service company for information----the service technician doesn't even live in my state, but over 4.5 hours from me! NT told me I would be responsible for a trip charge if the tech was more than 25 miles from my house. I said to choose another tech because I will not be paying a trip charge when NT selected a rep that lives so far away. -- doesn't make any sense. they cannot locate a tech anywhere closer to **********, ** than 25 miles beyond ******* **.. seriously!!! contract more techs and if they knew my location when I was paying for the extended warranty how about a heads up that I might as well save my $200 and take a chance on my own repairs. Absolutely disgusting company, had no problem taking my money but have an issue responding to anything beyond a purchase---- wish I had purchased a Peloton.Review fromGreg J
Date: 01/19/2023
1 starThey pushed an update and broke my treadmill. After being on hold for almost 3 hours they told me I need to pay $650 for a new console. They broke it not me. This is ridiculous. There are ****s of people having the same issue.Review fromMolly C
Date: 01/19/2023
1 starTerrible customer service. Today I was on hold for 1 hour 50 minutes having never spoken to a human to simply order parts. I've had to call multiple times and the wait time varies from at least 30 minutes or more. I requested a service provider fix my machine, I paid for the service and no one called me back so I had to call and request a different provider. I finally got a service provider to my home and it was not the correct parts so I tried to order the correct ones and no one would answer/respond to my request. I'm over $500 into this and my machine is more broken than it was when I had the service tech to check it. The whole process has taken 5 months and is yet to be resolved.Review fromMaria L
Date: 01/18/2023
1 starMy treadmill is not old, I had a vendor come out and I need a new console. Now I have called them 100 times they keep same my consoles is on the way! It has been 4 months and no part or resolution yet.Review fromJim F
Date: 01/18/2023
1 starPurchased a NordicTrac and had the same console destroyed by their update that everyone else has had. Issue is covered under warranty according to the tech they sent out and verified by the help center lady he had on the phone. Went to order the replacement part and found that they won't do anything under warranty without a copy of the receipt. Even though I registered the purchase for the warranty back when I bought it, and they have all the information on when and where it was purchased.Review fromANDRIEN T
Date: 01/17/2023
1 starNEVER BUY ANYTHING RELATED TO IFIT!!!! Like many who've posted here, my barely 2 year old nordic track treadmill wouldn't turn on one day out of the blue. **************** (took me hours of being online to reach anyone) told me to do a factory reset, which resulted in corrupt files. After being on hold again with another department, I was told my only choice was to buy a $700 new console. I broke down and did that and they sent me the wrong console, which I figured out after hours again of being on hold and transferred from department to department. I had to return their mistake at my cost (and they told me I'd likely pay a restocking fee - outrageous!). It has been over a month and I still have not received a refund. And again, I'm trying to reach someone only to be on hold and transferred without resolution. I've filed a complaint via email but do not trust they'll even get back to me.Review fromEmily L
Date: 01/17/2023
1 starI have had nothing but poor customer service with **********************. I purchased a treadmill less than a year ago. After about 6 months of owning the machine I began having problems. After phone calls, emails and videos I received new wires to replace. That did not solve the problem For the past 4 months I have been waiting a new console which "MIGHT" be the problem because after more phone calls, emails, pictures and videos they are guessing at what the problem is. Obviously treadmills are not cheap machines and I expected it to work for more than six months. Now, I am coming up on the end of my warranty and it isn't fixed. This is frustrating. I have also sent emails to customer service and not gotten a reply. I would rather talk to someone on the phone, but I work - and do not have the time to wait an hour minimum for someone to answer. This is so disappointing and I do not recommend purchasing a treadmill (mine is preform) that runs through iFit for customer service.
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