Review Time
I purchased my Bowflex treadmill 4 years ago, and according to the warranty documents, the unit is still under warranty. The agent's initial response to the service request was that I was outside the warranty period and that I was responsible for servicing the treadmill. I did respond with the documented warranty information, and then Sarah S.'s response quickly changed to "Unfortunately, the company you purchased your machine from, Nautilus, Inc, filed for bankruptcy and went out of business in 2024, at which time warranties were dissolved. We purchased the assets for the Bowflex and Schwinn lines but did not assume any of their liabilities." There was no understanding, work to find a resolution, or support for the 4 year old product their company purchased. At the very least, they could have offered technical support, potential solutions, or a list of authorized technical agents in my area. The agent, Sarah S, was rude, dismissive, and gave a very "too bad, your fault" attitude. This treadmill is 4 years old; there is no excuse for it already malfunctioning. This substandard customer service has given me an understanding of the type of service I can expect from Johnson Health Tech, which now owns Bowflex, Schwinn, Matrix, and Horizon Fitness products, and for this reason, I will not purchase from your company in the future.
I bought a T6 treadmill in January. We paid $100 for delivery versus going to A particular Sporting Goods store (lol got flagged for "inappropriate language") to pick it up. On the day of, the driver said he couldn't make it up our hill due to low hanging power lines. So my husband had to meet the driver after he got off of work in a parking lot 2 miles away and then we had to carry into the house from the truck. I could have avoided this fee if I just ordered from That Sporting Goods store but didn't want to have to deal with loading in and out of the truck. Then, we finally opened everything up to put it together and the console had a large crack with some other broken plastic pieces. I called customer service thinking it would be quicker than an email and was told to expect an email in "no less than seven business days". I got it in two, so that's good...they requested pictures and I sent them. The last communication I received was two weeks ago asking for a review of the customer service but I have not gotten any confirmation of a new piece sent or anything. I am so mad that I spent $1,000 for a treadmill I can't use. I went with Bowflex because the purchase of my spin bike in 2021 was great.
I had a frustrating experience with the company. The dumbbell recall process felt like a complete joke. They issued me a voucher, which I used, but then my order was cancelled. They refused to provide a new voucher. I strongly advise against purchasing any products from them.
I intended to make my purchase on Monday, but when I visited the site at 10 PM West Coast time, I noticed the price had jumped from $399 to $479. This was supposed to be the last day for the $399 price, but it seems that due to the time difference, it was no longer available. This feels unfair, especially since this was a Christmas gift my husband wanted. I almost reconsidered the purchase, and I would have opted out if it were for me.
The representative was outstanding, answering all my questions and providing valuable suggestions. She demonstrated excellent customer service, covering every detail regarding the treadmill I purchased, including the warranty and options available. She also explained how the machine works, what to expect during delivery and setup, and shared useful tips. After several days of researching treadmills, I found this one had everything I needed.
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Official USA site for BowFlex Home Gyms. BowFlex is your solution for home fitness. No gym membership required. Get a complete workout at home with the BowFlex homegym.
