Review Time
If I could give zero stars I would. We purchased a rower through Costco and out of the box the display didn't work. After several calls to customer service (and a new plug being sent out) they said they could come repair? the machine but could not replace it. A brand new machine should not need to be fixed. Disappointing to say the least. I will never buy this brand again.After the reply from the company my response would not change. They wanted me to get a brand new piece of equipment FIXED to get it working? In my opinion a replacement machine should have been their only "fix". We returned the broken machine to Costco.
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.
Agree with all the negative comments here. Moreover this equipment comes preloaded with iFit and you have to click out of the app's harangue to get you to join. After 5 clicks, you can finally do a manual start. AND you can't get rid of the app AND they don't give a flip.
Purchased an elliptical trainer last year, i assembled it plugged it up and Boom out of the box it was making a clicking noise all on its own. They sent a Tech out to my place and nice of the gentleman to bring my mail out of my mailbox and hand it to me. Weird. Anyways he worked on the machine for 2 hours installed the new part and still not working. He said he'd back out at the end of the week and he never showed up. I wont bore you with details, but i was refunded my money and they tried to charge me $250 for shipping. I think not, so it was eventually waived. So 7 months of calls and assured "ESCALATION" to the delivery dept, the machine is still here... standing in the corner of the living room. Finally got an answer, 7 months ago that they cant find a Carrier to pick up my machine. I live in a major city, so thats a crock of spit. I recently already had the machine repaired by a real professional and ill continue to use it, for free. Thanks Proform.
I purchased the C7L bike new, and when I arrived home to get it assembled, the assembly for the monitor was bent, making the monitor extremely crooked. I reached out to customer support after registering the bike (they will not acknowledge you without this step), and after a long time and sending images, was told I would receive a confirmation email and replacement parts. Three weeks later, I have neither. I reached out to the original rep, and recieved no reply. Then, I received another email stating that "it looked like this has been resolved by a teammate". It hasn't. I put the alledged order number for the replacement parts into the tracking, and it doesn't seem to exist. Then, in another joke of communication, I received yet ANOTHER email the same day saying that "it looks like this has been resolved by a team mate". If it has, I will be the last one to know. I am contemplating hauling this thing back to Lowes and just being done.
Well I ordered their Hiit Trainer. I also had white glove delivery and it was delivered without a parts kit so their staff couldnt put it together. I was told I would be contacted but nothing so i sent emails to support. I gave them a week and a half to repond to my support requests and nothing. The only people you can contact are sales and they send you to support(Company seems to be all sales no support).You are constantly sent to a bot that is mostly useless and an agent never connects to chat. If you send an email all you get is automated response that someone will reach out to you shortly(has happened more than once). I have a machine in parts on my floor. There are better choices out there.
We bought a Proform Bike. Delivery delayed twice due to a “broken truck”. Then the assembly guys quickly did their job and never checked if the screen worked which it did not. After hours on phone we decided we couldn’t trust this company. We returned this bike but guess what, no one answers emails and hours on phone, we are still waiting for the return credit. Worst customer service. Buyers need to be aware.
absolutely the worst experience ever. Confirmed a delivery date the driver calls and says "I am here" he then realizes HE had the wrong address (I had provided the correct one) SPENT 3 HOURS ON 4 CALLS WITH THE DELIVERY COMPANY NO ONE CAN FIND THE DRIVER OR THE TRUCK. I AM FURIOUS...NO CLUE WHERE MY ELLIPTICAL IS WHEN I MIGHT GET IT...WORST EXPERIENCE EVER DO NOT ORDER FROM HERE
Update: 3/22-Well I emailed them and again they have told me I have to pay to have it "looked at" when it was NEVER assembled correctly by their people in the first place, yep I knew it! What a COLOSSAL waste of my time. May as well have not bothered to contact them b/c I knew this would be the answer. I tried to contact them a few over the year but I kept getting the run around with we cannot b/c of Covid, or we do not have anyone in your area...blah, blah.... until my "limited bullSHIZ warranty" was out of date. I think that is what they do. I will never buy this line again and I am having them removed from all my gyms and will be removing this from my home gym. I will no longer be recommending this line to any of my clients or in my gym set-up consulting work I do. Sadly they have burned the shi* out of me, and they used to be great. What a waste of time! BTW they did tell me my PARTS would be covered. I do not need a part, I have NEVER USED IT, it was simply assembled incorrectly. I already paid 1200+ for something that I will never be able to use why on earth would I pay your company more money to fix what should have been assembled by your team correctly in the first place. Time to spread the love. I am a PT and I bought the proform 9.9 pro elliptical trainer for my home/client gym. WORST PURCHASE EVER. The people that delivered it offered to assemble it for an extra fee, which I paid b/c in Oct 2020 my mother was very sick and I had already been waiting on delivery of it since long before Oct so I just needed help putting it together and being done. Also, due to COVID, they would not bring it in my home without me having them put it together, which I did not know until AFTER I purchased it so I was kind of stuck anyhow and with our steps there was no way I could get it in alone. So...they put it together and split. They were very nice and I thought it was done. Well my mother took a turn for the worse and passed away mid oct so needless to say I did not get on it until some time in Jan when things settled a tad. I love ellipticals and know exactly how they should work but I found this one was very stiff, hard to ride, did not glide well and made a knocking noise. Since proform had hired/contracted with the delivery people I thought they could tell me who they were so I could have them come back out and fix whatever was wrong, b/c they put it together. Nope they told me it would be a $169.00 diagnostic fee and then whatever on top of that to fix it. AH NO... I just bought it. So...I have never been able to even use it. I bought from them b/c they WERE, WERE a great brand. I also lost out on my free ifit whatever...so I would NEVER rec this brand to any of my clients, customers. I will never buy anything proform again.
I ordered something with a shipping date of 16 January; the started processing the order in February and it has still not been shipped.Their customer service does not respond to any correspondance either.Had to cancel and order something from best buy, received in 2 days.
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