Completely unacceptable customer service. I reached out to the company to order a simple replacement cable and cover for my treadmill, providing the serial number, and was assured the correct parts would be sent. There were no follow-up questions. The first cable was NOT compatible. I was informed I could not receive a refund and would need to pay for shipping again due to their error. The second cable? Also not compatible. On the third call, I finally learned that the cable design had been updated—this entire situation could have been avoided if the initial representative had asked the right questions. Instead, I was told to keep the cables and PAY AGAIN for a third cable that is still needed, plus shipping, because, as the manager stated, “someone has to pay for shipping.” Zero accountability. Zero ownership. Zero effort to rectify the situation. If you enjoy paying for a company’s mistakes, this is the brand for you. The company has lost a customer for life. Buyers beware.
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