I bought my treadmill through John Lewis, thinking I’d avoid NordicTrack’s notoriously bad customer service. It turns out that you’re still forced to deal with them directly—and my experience was beyond disheartening.As a journalist, I was able to arrange a replacement treadmill through their press office back in December 2023, after initial attempts to talk to customer service failed. However, I was never provided with a manual for the new machine by the installation team, or anyone in customer service. NordicTrack also failed to inform me that I needed to fully power down the machine after every use. When I developed an issue with my console in January 2025, customer service was slow and eventually dismissive, and unhelpful. Their press office has ignored me completely.I thought I had been clever by purchasing a NordicTrack treadmill through John Lewis as I believed that meant I could bypass NordicTrack completely if I developed issues. If I’d had any idea I would have to deal with NordicTrack’s customer service team at point of purchase, I would never have bought the product. Sadly, I don't have a time machine so can't change my purchase decision. Instead, all I can do now is warn others here and write a follow-up piece about my experience in the national press. As a consumer, all I really require is for someone to take my concerns seriously, deal with the matter promptly and be polite rather than dismissive. Unfortunately, NordicTrack's customer service team and their press office offer the exact opposite. I will never buy another NordicTrack product again and when this machine finally dies (which I don't anticipate will be long) I shall look for a replacement from a company with a stellar customer service reputation.
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