Review Time
I purchased an elliptical trainer on December 27th 2021 and still have not received it. Although I have called and received emails with tracking information it does not appear to be valid. The website says that my order is being processed and the shipping information only says ordered. However the customer service person I spoke with says it has been shipped. It’s almost February. This is the worst customer service. I can understand delays and I totally appreciate communication. However in the absence of any communication it just makes me think I’m being lied to. So very disappointing. Shame on ProForm. Do better!
When I purchased this treadmill I was under the impression that I would be able to use the wifi and Bluetooth to get on any app on the Internet. Some times I want to watch Dr. Phil while I work out. Everything was fine until the one year free membership was over. At that time, they did a “software update” which took away my ability to go online. There is no way I would have spent this kind of money $1500.00 on this treadmill had someone disclosed that the wifi capabilities can only be used with an IFit subscription. Proform and Ifit are sister companies so just know that they are looking out for their sister, not you. I am very very dissatisfied and disappointed.Just let the buyer beware. The only thing that I can do at this point is go out and spend more money.
Purchased the ProForm 900 treadmill and in less than nine months, the treadmill has software issues and I have almost tripped twice because the treadmill stop suddenly. My treadmill is under warranty but after repeated attempts to contact via email, treadmill and calling, no one has responded. It has been over three weeks. Holds times for support are over two hours and when you get thru, the call is dropped. DO NOT BUY THIS MACHINE. I have a 23 inch white screen and treadmill that can't stream anything.
Dear Pro-Form,I did just as you said and still no reply. It seems to me that your customers are not a priority. Should I just return my treadmill at this point?*Update- someone finally answered after 2 hours and 15 minutes on hold. But, I was told that they would need me to call back once I was near the treadmill so that they could do a video call, otherwise they couldn't help me. I have photos of the issue! I have emailed them them photos! Why make me call back and sit on hold for another 2 plus hours?! They also said they would update my registration date but that was never done. I purchased my Pro-Form treadmill on 1/15/2022. While putting it together, I got to the left upright arm and discovered that it is the wrong bar for my treadmill or it was made incorrectly. I have tried emailing and calling them several times. I have currently been on hold for 1 hour 46 minutes and counting. This is just today! I spent almost 2 hours trying to call yesterday and didn't get an answer. I was super excited about my treadmill and now I just want to return it back to Lowes and buy a different brand with better customer service! Highly disappointed.Christine WeistModel# PFTL73621Serial# PP130C003403
I purchased a $1200 proform treadmill that has been a safety nightmare. After spending 8 hours on the phone with customer service a month ago to fix a part, other parts broke. This call I spent 1 hour 22 minutes on hold only to be hung up on. I also emailed customer service twice and tweeted for help and have had no response.
I ordered my machine back on December 17. I have still yet to receive it. I have called customer service daily and have not been given an update. I keep getting the run around and told that someone will call me. I paid for white glove delivery and from what I can tell, the item has been sitting at my local carrier since January 11. I am so disappointed in my purchase and the customer service. Costco has this same treadmill for $300 less. I might as well cancel my order and go and pick one up today. Calling back today for an update, but if there is no update, that is what I am going to do.
Terrible customer service. Bought a HIIT H14, screen went into constant boot up loop on day 2.Probably a minor fault that cound have been fixed easily BUT customer service really doesn't care (Romanian call centre who basically said "Nothing we can do, we need to pass it on to the US, they'll contact you. Could be days, could be a month, we don't know). Heard nothing back despite chasing.Net effect was that I had to send the whole 100+ KG machine back for a full refund for what should have been a minor part replacement.
Terrible terrible terrible customer service. Do not buy this product. Go with peloton. They actually answer the phone. I regret ever purchasing this product. Will not let me connect to the internet so basically It’s worthless unless I use another program. Please save yourself a headache and a lot of money !!!!!
Purchased a ProForm C7L from Lowes on 1/11/22. I brought the bike home and assembled it Immediately. I was so excited to finally have an at home spin bike to take a spin class, after an-almost two year span of not spinning because of Covid. Got on the bike took my first class and began to think the resistance is too high like climbing a step mountain the entire ride. l call ProForm/IFit who ever this company is and am on hold for almost an hour! This is completely unexplainable. Horrible customer service. I finally get a person who requested that I download an app to my phone, so they can see my bike and diagnose it. Mind you, this bike has only been out of the box for a few hours. I’m told by the person during this call that the resistance motor is bad and they will need to send me a new one to replace it. Oh wait it gets better I’m told I have to replace the part myself and that it will take over a week to receive the part. Great Customer Service here. First impressions make or break a company you clearly did horrendous here. Again, this bike was fresh out of the box! So I have to fight with the representative to have a part fast tracked to me. The part arrives today 3 days later with absolutely no instructions on how to install the part. Again, this was a brand new almost $1000 bike. This was brilliant of ProForm/IFit customer service. Send a part and no install instructions. I tried to change the part my self and found I could only get so far. No none answered the phones when I called for help. Again first impressions mean everything. You completely dropped the ball here. So my spin bike is completely useless and I can’t get a straight answer from anyone. I wonder if Peloton customer service is this horrendous? I’m guessing not. Shame on you ProFrom for letting your customers who have trusted you with their money and expect you to provide a quality product to be let to hang out to dry! At this point in time I’d rate your company a neg 20. Shame on you! What I do know is I was not looking to buy a new piece of equipment, bringing it home , assemble it, and then have to try to repair it. I should have spent the extra money and brought a Peloton!This is an addition, in response to ProForms’ response. So I have come to find out that I have been sent the wrong part! Yet again, this is great customer service. So now a second part was ordered. I was told that that part would be fast tracked to me that was Saturday 1/15 Another lie! Today Thursday 1/20 that part has been stuck at the local post office in Salt Lake for the last two days and hasn’t moved. So this clearly wasn’t a fast tracked package having been sent via the US post office. With the original order for the replacement resistance motor was the replacement for the bikes defective handlebars. Yes, the handlebars were also defective out of the box. The handlebars haven’t shipped it’s been two weeks! Great customer service on Proforms behalf. Two weeks and the part hasn’t been shipped and no update from ProForm. I’m guessing they will come without instructions too! During the call on 1/15 ProForm said they would send a service technician to replace the resistance motor. Today 1/20 I get a text from ServiceRX telling me they won’t even schedule a service appointment until I have received all my parts! They also know nothing about the defective handlebars. So ProFrom…where are my parts? While ServiceRX was extremely helpful (unlike ProFroms’ support) they told me once I have the parts I can call to schedule service. However, it could be another 3 weeks to get a service appointment. It this point in time I frankly feel that ProForm should ship me a new bike and take this one back. And as your response said…I did call you today. I spent an hour on hold and finally hug up. Yet again, great customer service. In fact, absolutely brilliant that you’d publicly give me a case number and tell me to call. What good is a case number if you can’t get a person to help you? ProFrom what is it going to take for you to make this right?
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