proform.com

Bad Customer Service! No Warranty!

I wish I saw these reviews before I purchased my proform! I purchased a Proform Row machine. This is my first proform as I usually purchase Sole. I will never purchase a proform again! From day 1 the console had an issue. It took days of waiting on hold and waiting for a response. I finally got a hold someone on the chat and after 40 minutes they disconnected the chat and never attempted to re contact. Later I finally got a hold of another agent and after 1 hour I was told to send pictures/video of the issue. After a couple days going back and forth I was told they placed my order and I should receive in 10 business days. I then got the official order placed email. 7 business days later it hadn't shipped yet so I contacted to find out if I would still receive on time. I was told they didn't realize the consoles were in backorder and that they received them in and were programming them. I should receive in 7 days. As it was a couple days out and still hadn't shipped I followed up again. I was told that the consoles were in the process of being quality checked and it would be shipping out. 10 days after the point when they told me 7 days I followed back up. After not receiving a response back I tried the chat again and once again the repnsaid to give them a few minutes to look the information up and then they disconnected the chat on me. I finally received an email back stating "I see you were helped via chat. Let us know if you need more help" obviously the notes from the chat should show they didn't give me any information. So I respond back stating such and still need help. I state it has now been almost 4 weeks since my order was placed. I asked when would it be shipped out? Can they not fulfill the order? Should I return to the store? After a couple days I received an email stating my order has been placed and that once the order is placed it takes 2 weeks to build and ship the item. They said it might just be quicker for me to return or exchange with the store. I responded back with "why do I get a different response with every contact" first the got the consoles in and they were being programmed. Next they got them in and they were being quality checked. And now they claim they have to build them? And the order was placed 4 weeks ago so what date are they basing the 2 weeks from. Looks like I will have to disassemble and return to the store as they clearly aren't honoring their warranty. I would never recommend to by a Proform! This was an expensive unit to not work from the start and for the company to not honor the warranty.

Date of experience: Apr 24, 2022