NordicTrack Elliptical MachinesConsumerAffairs Unaccredited Brand
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I curse the day I ordered with NordicTrack. I urge anyone interested in this company to look elsewhere - they do not care about customer service and their shipping partner delivery company Ryder that they contract with is even worse. My Elliptical was delivered twice damaged - once the Elliptical was soaked in water inside the box, and the second time was scratched badly by the forklift. The delivery company labeled as “white glove service” is nothing more than untrained individuals who carry the item into your home and likely just read the instructions like anyone would. They consistently rescheduled and never once sent the correct number of delivery people out.
I rescheduled my days to be home 5 (!) separate times and on the fifth time, received a call when the window had passed saying they needed to reschedule because they didn’t have 3 men. Refused to transfer me to a manager. Called NordicTrack and my case was escalated to the manager of shipping, who NEVER called me. Anytime you call customer service, you WILL wait on hold from 45-60 minutes, wasting your life away. And they hold your money in their account while you are dealing with their unbelievably poor service and carelessness. I wish I never got involved with them. Please save your time and sanity and DO NOT order from this company.
Save yourself the trouble and go to a gym. I was sent an elliptical with the wrong hardware to install the console. I called NordicTrack and they sent again the wrong console for my machine. After various "FaceTime calls" and waiting on hold for an hour, they told me a replacement was sent to UPS and I have to call them to see where it is. I called UPS and they say they received a tracking label but are still waiting for the merchandise to arrive from NordicTrack. This is a company of liars and thieves and they will keep you waiting until you run out of patience. If you are compelled to purchase one of their machines, do so from a retailer which can easily accept your imminent return.
I will never order from this company again. I feel they are misleading and it's a form of a scam. I ordered a elliptical machine on June 23, order process on June 25. Per Kerri, Supervisor at NordicTrack my order was delivered to NSD. Their contracted delivery services. I contact NSD. They tell me they have not received my order. NSD has a history of complaints from customers, Kerri from NordicTrack knew this, the company NordicTrack is very aware of this and they continue to do business with them. It does not matter how it interferes with customer service and the promise they make to delivery on time.
Funds have been removed from my account, NordicTrack does nothing to rectify this problem. Now I do not even know if my elliptical machine will ever be delivered. When I called NordicTrack I was intentionally left on hold and they refuse to open a chat window. This is so upsetting that they know the history of NSD. I purchased an elliptical for health reasons, I ordered in good faith they claim to be what they say they are. Now I have no idea when I will get my PAID purchase because I just get a runaround.
WARNING! Do NOT buy anything from NordicTrack! I wish I would’ve read all the negative reports about the company’s customer service before I wasted $799 on a new C 7.5 elliptical machine which I ordered from Nordictrack.com. It was delivered on May 14, 2018. It was defective from the moment I put it together and turned it on. As soon as I turned it on, the motor was making a loud recurrent clicking noise and the resistance would not increase. I called customer service. Each time you call customer supervise it takes an average of 30 min on hold before you can speak with a human being. They diagnosed my problem as a bad resistance motor and possibly a bad eddy mechanism. They mailed me replacement parts which actually arrived quickly. They arrived on 5-19-18.
This is when my experience went from frustration that a new machine didn’t work to outright anger at a “customer service” dept that gives you the runaround. It has been 4 days now going on 5 since my replacement parts were delivered and I’m still trying to get the tech guy to call me back just to scheduled an appt. I have called him everyday, 1-2 times a day, but all I get is his voicemail and he won’t call me back. I’ve called customer service twice now and complained that the tech is not returning my calls. They keep telling me I have to “wait another 48 hrs” and if he doesn’t call me then I should call them back. I’ve done that twice now with no results. The guy doesn’t even have the decency to return my call.
In addition, NordicTrack makes it darn near impossible to return a defective machine for a refund with all you have to do. My only option is to pay money out of pocket for a local repairman to come fix it, which by the way, NordicTrack refuses to reimburse me for even though it is fully under warranty. They say I have to use their tech but he never returns his calls!!
My elliptical machine started making a thumping sound 5 months in and after numerous tries their customer service never got back to me, when the service date was about to expire I was inundated with phone calls and junk mail about it. The machine was never fixed. The absolute worst customer service I've ever experienced.
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Bought a NordicTrack elliptical from Sears for the wife for Christmas 2017. Got it put together but within a month, the console went out. It was under warranty but getting the part was A NIGHTMARE! And still is!!! It is now April, dozens of hours on hold. Emails not returned. 3 times I was able to talk to a human and each time they said; "Part was out of stock, it is in now, we upgraded the delivery and you should have it in 2 business days." 3 months have passed and I still don't have the part!!! NordicTrack has 1 star with the Better Business Bureau and 1 star with Consumer Affairs for a reason, THEY DESERVE IT! Junky products and horrendous customer service. Do yourself a favor and don't give any of your hard earned money or precious time to this company, or end up like the rest of us who are VERY sorry we did!
NordicTrack SE 7i Elliptical Machine - When it worked it was great. It experienced a catastrophic failure when the shaft that the arms rotate on sheared off on the right side. The arm supported the foot pedal so when the shaft broke the arm and the foot pedal dropped suddenly. Could have easily been injured when this happened. Called for warranty repair and it has been almost 2 months and it still isn't repaired. This unit was a replacement for another similar machine that could not be repaired.
1st elliptical was delivered damaged, I was informed it would be quicker to order part. 8 days after ordering I received call from repair company stating they never received the part, it was back ordered and no clue when would be received. Icon agreed but guess they didn’t think I needed to know. Had to refund and order new machine. I told them to pick up damaged machine and was sent email stating they had no room at warehouse and it was up to ME to dispose of. They scheduled 2nd machine delivery via email to come on a FRIDAY, I was never called with a time, when I called I was told 2-6 pm.
I called again at 5 to confirm AND TOLD ALL WAS WELL, 30 min later I was told by driver they broken down... At 5:30 on a Friday night. I told them to deliver on Mon, again no call and when I called, was given to mgr (Darrin) who said he would call me back which he didn’t so I called again to which he said he was planning on calling in afternoon allowing me to sit AGAIN waiting on them for yet another day. He said IF they could arrange Wed they would do that. I cancelled the order. If they can’t even deliver the machine they more than likely won’t honor any repairs. This was a $1500 machine.
I purchased a NordicTrack less than a year ago. The machine broke. I contacted NordicTrack to have my machine looked at. That service call cost me $159. The technician needed to order parts for my machine. The parts were mailed to my home. I called NordicTrack back to have the technician return to finish the job. I am being charged an additional $65 for the technician to return to fix the machine. I feel like I am being ripped off because they are holding me hostage to have the technician finish what he started. I was initially told that the $159 would cover whatever was wrong with my machine. This machine is under a year old and is already having issues.
The screen light is too bright and not adjustable. The handlebars are not adjustable and put me into an uncomfortable standing position. But I continue to use it just for the health factor.
I ordered this ( $1000 ACT Elliptical) and it worked for 3 days then broke. I called to get it fixed and had to sit on hold for 30 min to get a person to talk to then they told me I had to call a different company to get the work done. When I called them they wanted me to fix it myself!!! This has a 1 year parts and labor warranty but they want you to do the repairs. I had to fight to get the agent to schedule a repairman. The machine has been down for almost a month and it is brand new! The repair guy has changed the day he will come to fix it. Now I have to wait again to get this repaired. Buy something that has better customer service. WILL NEVER BUY A NORDICTRACK AGAIN!!!
I honestly can't understand how Nordic Track is still in business. I ordered a Freestride Trainer FS5i and paid for that product. Not only did I pay $1,200.00 for the product, I paid about $300.00 more for a service plan. I didn't receive the product for almost a month after I paid for the product. This was after the 7-10 working days that I was told shipping would take. After not receiving the product I began to inquire as to where it might be. I was given the telephone number for the third party delivery company that would make final delivery. They had no record of my order. I called customer service and was given the telephone number to a different shipping company. They did have my order. When I did receive the product it did not work. I was required to disassemble the product and assist in diagnosing the problem. I was required to wait another week for the part to arrive and then install the part myself.
After installing that part and being able to finally use the machine, I discovered that there was another problem. I was then required to disassemble the product to help "customer service" diagnose what could be causing the new problem. She said that I will receive the new part and be able to install it myself in about a week. If everything goes right, I should be able to use the product about six weeks after I paid for it, but only because I was willing to spend approximately 3 hours on the telephone and chat function with customer service, assemble and disassemble the product myself, and wait for repair parts. I wish that I could be confident that the product will work after I receive the next new part.
I can't think of any reason that anyone should order anything from NordicTrack. I almost forgot, I ordered a chest strap for the heart rate monitor on the same day I ordered the machine. I was told that it shipped on the same day. In one of my conversations with customer service I was told that it was on back order. Obviously, it did not ship when I was told it did because it was on back order. I still have not received it. I have little confidence that I will received the repair part when I was told that I would. NordicTrack does not seem to have a problem lying to customers.
Don't Purchase From NordicTrack. I decided to purchase an elliptical at the beginning of November. I emailed the company asking for assistance in the decision-making process, but never received a response. I called on Monday, November 13th, and made my purchase with assurance I would receive a phone call to schedule delivery of the machine in two weeks. I also paid $250 extra to have the machine assembled in my home on the day of delivery. I was assured that, since I don't get home from work until 5 PM, the company would have no problem delivering the product after 5 PM.
A few days later, I received a shipping confirmation, but no scheduled delivery call the following week. On November 27th, I called to check the status of my order, and was told I would be contacted on Thursday, November 30th to schedule delivery, but that event never occurred. I called back on Monday, December 4th, and was told the machine would be delivered between 10 AM and 2 PM on Tuesday, December 5th. I explained that I do not arrive home from work until 5 PM, and was assured that would not pose a problem. The person I spoke with said she made a note, and I would be contacted later that day for a new delivery time.
Hours later, I received a confirmation request for the delivery between 10 AM and 2 PM. Again, I called to explain that I needed the machine to be delivered and assembled after 5 PM. The person to whom I spoke stated that no note had been received regarding my call earlier that day, but they would reschedule for later in the week. On Thursday, December 7th, I received a confirmation request to deliver the machine on Friday, December 8th, between 11:30 AM and 3:30 PM. Again, I called to explain that I needed it delivered later, but would take time off work to finally receive the machine. We confirmed delivery would be between 1:30 and 5:30 PM.
Friday, December 8th, I left work early to be certain my machine was delivered and assembled, as scheduled. At 2 PM, I received a call (When I picked up, the woman on the line was screaming/asking, "What am I supposed to tell him?") stating that the delivery/assembly crew would have to reschedule for Tuesday, December 12th. She said they could not guarantee that the delivery could be after 5 PM, but I should expect a confirmation request on Monday, December 11th, then hung up abruptly when I tried to explain the situation. I am at my wits end dealing with NordicTrack, as well as their chosen delivery partners, Guardian Logistics Solutions. I decided that I would like to cancel my order, but NordicTrack cannot be reached because they have shut down services today for training (which is certainly needed).
Customer service is the worst I have ever experienced. I paid in full on a new elliptical machine. I never received the machine. A month later still don't have a delivery date. Contacted NordicTrack. After hour long holds they would hang up on me, tell me it was at delivery company near me and was told to call trucking company. Nobody would answer. Called NordicTrack back. They called shipping company, tell me their computer was broken in the warehouse they were doing inventory by hand. This gave them another 2 weeks. This came and went with no phone call. Called NordicTrack back. Hour long waits again. Was told they will get back to me in 24 - 48 hours, by the end of the week I had not heard anything from them. I have to call my bank and charge them with fraud. This has been the most frustrating experience and it's going on for almost 2 months.
Ordered S elliptical and got treadmill delivered. After that I am trying for past three days to contact them no one responds. Got hold of a representative today and he said he will ensure he will have someone call back but I got no response. So now what do I do with the wrong product?
I purchased this NordicTrack E14.5 Elliptical from Sears store in 2013. It works fairly well and is quiet. However the cons are poor console, and poor reliability. The iFit program is difficult to use and very slow to load. I've had the console electronic board replaced and now the console fan is making a noise and needs to be replaced. Fortunately, I had purchased an 5 year extended protection plan. I would not purchase this product again based on my experience.
We recently decided to invest in an elliptical. My husband and I researched until we found a style we would like and commit to. From the start the customer service is a joke. We paid extra for assembly and it took almost 4 weeks for delivery. First delivery can't and box was mangled and then when they tried to pull out that product it was destroyed. I was told I needed to call NordicTrack direct. Another hour wasted on the phone to be told I'd have to wait other 3-4 weeks. Were they apologetic? Absolutely not. 1 month later. Machine is delivered. Half ** installed and the console will not work. Leg and arms have scuffs and this time almost two hours on the phone. At one point on hold for 45 minutes. Here we thought NordicTrack, a reputable company. Not even close. VERY dissatisfied.
Eliptical E71- Ramp Problems from Day 1 - Great looking machine. Feels good and sturdy. The problem with this machine is that the ramp never works. Technicians were sent to repair twice in the first year. Replaced the console and the ramp motor. Ramp never works consistently. Mostly it doesn't move at all when the ramp buttons are pressed. Ramp doesn't calibrate correctly when manually calibrated. There is probably some problem with the console on these machines that cannot be fixed. This machine is a total lemon. If two technicians can't fix the machine in the first year... what's the point of even continuing trying to have it fixed. There is really no excuse for a company as big as NordicTrack to make a product this bad.
Elliptical is a good buy and reliable but some features lack quality. With it had higher steps, heavier, advanced workouts. Pre-programmed workouts are made for beginners. Entry level. Heart monitor is very inaccurate.
I purchased a NordicTrack e 6.7 elliptical in Dec 2016. I barely used it for the first year I had it as I had to have knee surgery. After recovering in early 2017 I started to begin using it. After a few times, I was unable to adjust the resistance. After a call to customer service, I was told I needed to purchase a new Resistance motor for $115.00. After changing the motor, the problem was still not corrected and I was unable to adjust the resistance at all. I contacted customer service by email and was told that usually replacing the motor fixes the problem, however they would be happy to assist me with trying other parts. Also, I could have a service technician come to my home for $159.00 plus tax. I responded that they must be joking.
So for my 18 month old, hardly used elliptical for which I paid $1000.00, they have asked me to spend $300 just to start with to get it in working condition. The customer service representatives I have dealt with could not care less if my issues have been solved or not. Their only solutions are to continue replacing parts and paying for service calls. I had a NordicTrack product years ago and had no issues with it. After this fiasco with this elliptical, I will never purchase another NordicTrack product!! Run from any NordicTrack product, do your research and buy another brand. I hope this saves someone else from the costly aggravation and lack of customer service I have experienced. I now have a useless product, unless I want to spend almost half or more of what I paid for it new. No way??? BUYER BEWARE!
This elliptical offers good value for the money and operates smoothly. The only cons are the heart rate monitor is so inaccurate as to be unusable and there is no volume control for the iFit.
I ordered an elliptical (model# NTEL71014). I was promised a 5% discount on the price. The item which was supposed to be shipped in 2 weeks needed a series of phone calls and chat sessions and each time a different story was told. Finally after more than a month, it was eventually shipped and a week later delivered. When I checked my credit card statement, I noticed that no discount was applied and NordicTrack claims no such discount on record. How can you trust a company that makes false promises, claims to have no record later on to dishonor any promises made? I have wasted so much time over the phone and online just to get the item shipped and delivered. Customer support absolutely sucks.
On May 22, 2017 we bought thru Sears online a NordicTrack Elite 10.9 Elliptical with a 5-year warranty from NordicTrack. The 3 delivery guys that put the machine together had never installed one before. They tried but it wasn't right. After over 20 phone calls and over 3 hours on the phone that stretched over the 30 day return period we finally get a service call. Now that it is too late to return the elliptical we are stuck with it. Today July 14th we cancelled our 2 Sears cards and the useless 5-year warranty from NordicTrack. We canceled the service call. The tech that was to show up didn't and somehow the service ticket got signed and not us. "NOT HAPPY!"
I purchased a Freestride Trainer FS7i, had incline problems within the warranty period. First time they helped me get it functioning. Now that it has been the third time the machine will not function at all. I have spent hours trying to resolve this with no help from anyone who obviously knows what they are doing. There is absolutely no recourse. I am starting to believe they want to wear you down so you give up. The story goes on a lot like all the other complaints. I will continue to try to fix this piece of equipment. I have a lot of money in this purchase and I get a great workout when it was functioning. I own Bowflex and Vision Fitness equipment and have never had a problem with them and their service departments. For such a large company like NordicTrack you would think they would do better. This has been an extremely frustrating experience to spend this kind of money and be treated so badly. Believe me I will not give up.
I waited for over 2 weeks for my elliptical to be delivered to my home. So I contacted the shipping department and I was told that the elliptical I ordered they somehow lost it at the warehouse and they had to place a whole new order (I mean I don't get how they would lose a 300-400 pound machine. Really!?). Plus I still have to wait an additional 2-3 weeks for delivery. I told them for the lack of communication and losing my elliptical I should be compensated. The best they could do is only 5% discount. So only 147 will be credited back to my account. I don't feel that 5% would be appropriate after spending almost $3,000 with this company. I would not recommend NordicTrack.
I purchased my C 9.5 Elliptical W IFIT on March 7th 2017 from NordicTrack because I didn't want to purchase a cheap brand from just any store. Also, their website raved about iFit and how I could program my workout routines, my meals, etc. Upon purchasing my elliptical and the first year membership of iFit I received an email from a so-called representative and stated that if I ordered an additional one year membership I would get a huge discount of 50% a saving of $72. I thought "Wow this is great!!" So I said yes. I should have never did this without first getting the actual iFit product and waiting for an additional email that arrived two day later that stated "Great News!! Upgrade your iFit membership to two years for $60."
My troubles being with NordicTrack and Fortiva Credit... I call NordicTrack billing and explain that I was charged $12 extra dollars for the iFit membership. Not a big deal. They tell me that they're going to provide me a credit. That's great!! This was on March 11. On March 13th I receive my elliptical and OMG!! Trying to put it together was a nightmare but we did it. I honestly can say I could have gone to any store and purchased an elliptical for a better value and saved myself a lot of money. The iFit isn't that great!! In logging into their site it's the most outdated system I've seen. When you log your meals it doesn't separate per day and it continues as a list. Also, the iFit band that they send you for free is cheap and doesn't even track your steps correctly. So I went out and purchased a Fitbit to make sure that I was correct that the iFit wasn't logging my steps correctly and I have to say that I love my FITBIT!!
On March 17th I called the NordicTrack customer service (1 hour 35 minute wait) to ask them to cancel two year membership to iFit and to credit my Fortiva account ($219.08 since I never received the $12 credit as well). They once again stated no problem and that I should see a credit on my account in my April statement. April statement comes no credit. Call Fortiva they tell me no credit was put through. OK. Call NordicTrack (1 hour 15 minute wait) customer service gives me the runaround that they are working on my credit but I should see it soon. So I call Fortiva again at the end of April again NO CREDIT. They have no clue!! I call NordicTrack again and this time I demand to speak to supervisor. I explain what happen to the supervisor and she seemed to understand. She stated that she would fix it so that I would see a credit on my May bill. Get my May bill NO CREDIT. Call again this time I ask to speak to someone in billing.
I speak to a representative called Jan. I once again explain what credit needs to go to my account. She says she'll take care of it and that she'll email me. Well she did but once again she indicates in her email that the amount that NordicTrack charged me was correct. OMG!! I canceled the iFit. All they need to do is credit me the $219.08. So I printed out my invoice, I did the math for them, and emailed Jan the invoice with my notes... Maybe to them that amount isn't a lot of money but to me it is and I'm not paying for a product that CANCELED back in March.
Horrible company!! If I could have shipped back that elliptical I would have... but in order to do so you have to take it all apart and put it back in the original box... HAHAHA!! That box falls apart as you take each piece out. OR you need to get a box big enough to fit everything in there safely and that it's secure. This was the worst $1000.00 investment I ever made!!!
NordicTrack maintains its same position so it doesn’t require setup or tear down. Assembly initially was time consuming but is only necessary when moving the machine. Takes up a lot of space and not friendly for having children in the house. A more compact model would be preferred. Doesn’t have as good of tracking systems for calories burned, but easy to use, not hard on muscles or joints. Makes working out go quickly and is enjoyable. Good customer service. Attractive and sleek design that looks good in the home.
I love the built, quality, functionality and the 10 inch web color touchscreen of this NordicTrack elliptical machine. This really helps me and it is an excellent distraction during a tough session. The setup appeared pretty simple although I didn’t personally do the job. As for operating the machine I find it very user friendly. I love every workout session.
Setting up NordicTrack was a complete downfall for this system. It took me 2 days because on day one I got so frustrated I had to walk away. However, operating the machine is easy. You can adjust almost every setting. It shows you how far you've walked and how many calories you've burned in the time you've been working out. I've never had a problem with any of the screens on my machine. All the features except heart rate work well and there are no cup holders. Plus, sometimes it requires unplugging the machine and restarting it completely in order for it reset. Instead of when you hit off and get off the machine. I also don't like the automatic boot up when the feet areas start moving. Because my child will crawl on them and I'll find that the machine has been on all night because no one turned it off.
I think NordicTrack is very easy to use. If you want to use one of the 6 programs you can do so at the touch of a button. Some machines hurt my knees but this one does not. I like the different options for the preset programs. They make working out easy because it changes the grade automatically. The fan is also nice and it is adjustable so you don't have to have it blowing right on you. The pads on the handles are very nice and soft. I wish there was a spot to put my water bottle. It does have two storage spots but they are not big enough for water bottle but are great for phone or iPod.
NordicTrack Elliptical Machines expert review by ConsumerAffairs
NordicTrack is known for their trademark skiers, which were introduced over 25 years ago. They have since expanded their lineup to include a variety of cardio equipment, including ellipticals. NordicTrack’s ellipticals are designed for both commercial and home use.
Commercial series: The Commercial 14.9 and C 12.9 are NordicTrack’s commercial ellipticals. These machines are durable, with added features such as 26 resistance levels, an integrated tablet holder, a sound system and a touchscreen that is iFit enabled. The Mid-mech commercial series ellipticals can work in either a commercial or home setting.
SpaceSaver® Design: NordicTrack has several ellipticals with the SpaceSaver® Design, which makes it simple and quick to store the elliptical when it is not in use. Fold your elliptical up or down in one simple step, and easily roll it into a closet or other storage space when your workout is over.
30-day trial: NordicTrack offers customers a full 30 days to try their elliptical at home before returning it for a full refund. Exchanges can also be made within 30 days of receiving your elliptical.
FreeStride Trainer: NordicTrack’s FreeStride Trainer offers users a total body workout by combining movements from a treadmill, a stepper and an elliptical. There are three models to choose from, depending on which additional features you prefer. They all feature a web-enabled color touchscreen, and the FreeStride Trainer FS9i has an adjustable decline and incline, ranging from -10 percent to 10 percent.
Front and rear drive options: NordicTrack has both front and rear drive ellipticals, so you can choose your elliptical based on the type of movement you prefer during your workout.
Best for: NordicTrack ellipticals are best for serious trainers and light commercial facilities.
NordicTrack Elliptical Machines Company Information
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- NordicTrack Elliptical Machines