Review Time
We ordered an Elliptical from NordicTrack website on 2/19 with White Glove Assembly. IFit ended up being the business that handled the order and they outsourced assembly to movers that were not trained to complete the work. White glove team skipped lubrication as well as fully connecting pedals and handles. They made the elliptical inoperable and left without a signature. Additionally, resistance system was broken from the factory and remained on maximum setting making it impossible to use the equipment. Warranty/Service team was unable to place part orders they deemed necessary to address this issue over a grueling process that spanned 20 hours+ over a span of 1.5 month. It included requests to take photos of manual and part numbers that IFit Warranty Support does not have. The single order that was placed resulted in wrong parts sent. Representatives including Marco Alvardo, Karin Marroquin, Marilyn Garcia, and other individuals from the parts/warranty team stated that IFit does not have part documentation for Commercial 9.9 elliptical to order the parts. Full refund request for order was requested on 3 separate calls and 1 online request, but was not honored. Return department stated that we would have to pay $300 to return the defective elliptical. No resolution or fix was provided and we are now resorting to the Credit Card company charge back process. Order number NT11576846 . I would not be surprised if this ends up in a legal setting
after two different teams were sent to give the "white glove delivery" they both refused to move the machine or assemble it. The 2nd set of guys had me sign a refusal because they claimed to never have touched a treadmill and couldnt promise me not to "break anything". I have sent 3 emails with no response, two phone calls where I couldnt understand the representative and several chats where I mysteriously get disconnected and no one calls me back. This is the worst customer service of any company I have ever dealt with. I still do not have a working treadmill, the belt will not move and the wires to the screen are stuck inside the handrail. I cant get anyone to return my call or reply to my email. I would never buy from this company again, and if you feel like you may need customer service, I wouldnt use them either. I have had this treadmill since the first of Feb and haven't been on it yet.
They have a support email address and a contact us for service form on their website. However they never respond to messages. I first emailed them 4 moths ago and again a week ago and filled out the service request form online and still nothing.
I bought a IFit NordicTrack bike. I also bought the extended warranty. My present concern is the non-existing resistance system. I have explained to the company that I can place the resistance at its max level and have a 100+rpm. My watts have also dramatically increased by a factor of 5 or more. I have asked for a technician and instead had to file three service request, been placed on hold for over 10 hours in numerous phone calls. The longest hold time was 2 hours and 47 minutes. Their suggestion we will send you the manual so that you can attempt to fix it yourself.
Would not buy a product from NordicTrack ever again. Service is horrible. I paid for the 'white glove' delivery. The treadmill was delivered but not installed. Two weeks of calls to get assembly completed resulted in nothing. I returned the product, if you have problems and need to deal with them, you WILL regret it! On return, they charged a return fee. Terrible!
We were so excited to start using our treadmill! It was delivered on Monday via white glove service (their designated company delivered and installed). It has never worked. Been on hold with chat (no one ever come on), left several support tickets, no one ever called back. I was determined to get a hold of someone yesterday - at the 3 hour 13 min mark, someone finally picked up. She barely understood English, kept repeating herself like she was reading from a script. She wanted me to take apart the back console (seriously!), this is why we paid $299 for White Glove Service! We did a few video chats and she came to conclusion the wires were faulty. BUT these are not included in warranty so I would need to pay a technician to come out to fix. Should have read these reviews first, my bad. Called to return unit today. I have no faith this will get resolved in a timely manner. I have to pay $250 freight return fee for an item that never worked, 10% restocking fee and the $299 White Glove Service is not refundable. I will be contacting an attorney to get try and get these fees back. If there is a Class Action in process, please reach out to us!
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