Complain about a product or service

Nordic Track

Deborah of Streetsboro , OH November 17, 2009

I was thinking about buying a Stepper and went to the Nordic Track site. There was a "3-Day Sale Ends Thursday" advertised with "Limited time free shipping." I decided to take advantage of the sale price since it was Thursday that day and I phoned in the order. The next morning I noticed that the sale prices were still in effect! I decided I would rather wait to purchase the Stepper and called to cancel my order. I was told that the item had already shipped and that once an item ships they charge a 10% restocking free plus shipping for returns. I was given a tracking number.

Several hours later I called the shipping company to find out where the item was. The shipping company said they had no record of the order, even though I gave them the tracking number and my name and address. In other words, the item had not shipped, in direct contradiction to what I had been told. I filed a complaint with the Better Business Bureau and the company responded that their policy is to charge shipping and restocking "after the order has been placed" (not shipped as I was told.)

I have the item in my garage in a million pieces because I was told the item "took 45 minutes to assemble". Nobody said it took 2 people 45 minutes to assemble, which is what it says in the instructions. I am a single woman, now I will have to pay somebody to assemble this thing. I would never ever purchase from Nordic Track again because of their deceptive business practices. I'm out 600 dollars.

Mary of Wausau, WI November 15, 2009

I purchased a nordictrack treadmill from Sears in February 2008. In May 2008 the motherboard had to be replaced, which the service company that Sears contracted did a good job. Now in September 2009 the motherboard went out again. I did not purchase the extended warranty. Nordictrack tells me to replace it would be 439. I paid 700 for this machine and how can this part cost more than half of the treadmill? I contacted nordictrack on 11/2/09 and said they received my email, but guess what they have not responded as of today 11/15/09.

Gloria of Los Angeles, CA August 26, 2009

I purchased a Nordic Track elipitcal fitness machine online from Sears on 11/28/2008. I paid 799.00 plus tax and installation fees. I had problems with the delivery. In January of 2009, the Sears technician set up he machine in my house. It was very tight but he said this was the correct tightness.

In early July the wheels of the machine broke. I called for repair service form Nordic Track in LATE July --two weeks after the wheels broke. I was sold a 4 year service agreement from UTS for 119.95. On August 3,2009 I was mailed some of the requisite parts for the repair--1 brackett,link arm eddy; two return ring extension; one lube grease, multi. The essential two wheel with bearings, KYRPTA are missing and neither Sears or Icon Health and Fitness/ Nordic Track can advise me when the parts will be available.

At Nordic Track, Carla told me you will get the part when the back ordered part arrives. No there has not been a failure of the product. She was very rude one week and 3 days ago. Sears Corporate--Petra--she would not reveal her last name told me I should have ordered a Sears serice agreement and maybe the parts are no longer available because the item was a closeout.

When I ask her why Sears did not reveal this to consumers, she did not respond. The model of my Nodric Track elipitcal mace is NTEL7706.1/ V03C03756. Again the purchase date on line through Sears on line was Novembr 28, 2008. The credit card use for the purchase was a Chase Visa. Thank you any assistance you can give in this regard.

I might have a eliptical that cost 900.00 with installation and is unuseable because there are no longer parts for this model. There are a lot of wheel failures for this model. I may purchased a useless elipitcal fitness machine.

Marilyn of Atlanta, GA August 16, 2009

In June, I wrote about our frustrations with our NordicTrack Elliptical machine that we purchased from Costco. Since that time, NordicTrack fast tracked sending out all the necessary parts and a technician to fix our machine completely. It is possible that the first person we had to put our machine together initially may not have done it properly, because this technician said he has never seen the kind of issues we had had and he replaced all the parts and it is a fabulous machine now. The elliptical is working great and it is whisper quiet with great features for a great price.

I believe it is important to tell when a company has done a good job, too, and that is why I am taking the time to write this follow up.

George of garnet valley, PA July 25, 2009

--Around Mid March, 2009. I bought NordicTrack Elliptical NTEL 16908, a new 2009 model from Costco. --3 weeks after assembling it. Elliptical's belt broke lose, I openned it and found belt came off and looked like heavy wear on improper installed belt/defective misaligned parts. called and reported the problem in early April.

-- 5/7/2009 a technician called. His Name is Ben. It took another week for him to show up. I took a day off so that he could come and repair it. But he could not repair it and ordered some parts. -- During the month after, I called a few times and each time I was told that parts were out of stock and were being ordered. -- 6/12/2009 called. and was told parts should be ordered any days. -- 7/9/2009 called. and was told all parts have been sent. I need to call Ben. They can not reassigned technician. -- 7/10/2009 called Ben twice and told him that next thursday works for me. He said that he needed to contact company to make sure he gets pay to come 2nd time. he will make thur available. -- 7/15/2009 7/16/2009 called Ben on both days, no response.

-- 7/17/2009 called 1 800 999 3756 then 2,2 spoke with Rosie. nice lady. explained my situation. I was told that they would try to find another service compnay if available. if not, try to get another repairman. someone should call me by Wed next week.

-- 7/24 Friday. spoke some other rep. She just mechanically told me that she didn't know what happen and will try to contact the service coordinator and get back to me this afternoon. I told her that that answer was not good and I was at the end of my patience with the company. I would post my experience on line. She said I didn't give her a chance. I said I gave plenty of time and chances.

-- 7/25 Saturday. I decided to act on it and post my BAD experience with NordicTrack/IconFitness experience online. I was shocked to find many other people had done so. Darn it. Why didn't I search online for consumer complaints? I would not have bought from NordicTrack. I hope by sharing my experience, other may not made the same mistake I made.

Thinking about it. It is a heavy machine and time consuming to get it home and assemble it. Even if you don't like it, it is a time consuming and demanding work to disassemble it to return to the store. IconFitness is taking advantage of such situation and squeezing their customer. My advice to prospective consumers, don't buy anything heavy from IconFitness. If you can not easily return it, don't buy. Otherwise, you will be like me, getting stuck with something you don't want.

Marilyn of Atlanta, GA June 30, 2009

We purchased a NordicTrack elliptical (commercial grade) from Costco in March 2009. From the time we put it together, it had 4 or 5 defective parts that had to be replaced. After doing so, and waiting over a month, we used it for approx. 25 times over 2 months and then during use, the foot pedal just broke off from the machine and threw my husband forward onto the machine as the parts collapsed to the floor. This is a company that is clearly using defective/substandard parts. If this was a commercial grade, it should withstand thousands of uses, not a couple dozen. Clearly this is a machine that is being built with defective parts. It has been over a month and the parts we need to fix it this time are out of stock. I believe NordicTrack should be forced to improve the quality of its product before others are hurt as well.

Jennifer of Smithtown, NY June 27, 2009

I purchased a treadmill through Nordic Track. I qualified for 3 month/0% financing through HC Processing Center. I made two payments over two months totaling 1300.00. I recieved what should have been my last statement when I noticed a 39.00 late fee and 79 in accrued finance charges. When I called to complain, the woman was rude, would not let me speak with a supervisor, and proceeded to hang up on me. I tried to explain that I mailed the payment 12 days in advance and it seems like there is something suspicious going on. IT DOES NOT TAKE A MAILED PAYMENT OVER 12 DAYS TO GET To ARKANSAS! I am a valued customer with an excellent credit history and the woman would not hear me out and hung up on me twice. I was very angry and disatisfied with this company's billing practices and customer service. I would like the finance charges and late fees refunded. I will pay the remaining payment as expected.

Jon of Lake forest, CA June 5, 2009

I got a NordicTrack Commercial Elliptical trainer in September of 2008. The hand grips for the pulse reader has never worked. Now in June of 2009 one of the ramp wheels has gone bad. NordicTrack has so little faith in their Elliptical, they only waranty it for 90 days. With shipping, I have to pay over 50.00 to get one new wheel on a machine I paid over 800.00 for. That's one ramp wheel that probably coast them 5.00 it that much. Nordic Track sells at a primium price, but does not back what they sell.

Anthony of Folcroft, PA May 22, 2009

I bought a NordicTrack Adjustable Toning Tube. While using it the plastic handle snapped (Broke in half) and plastic pieces hit me in the mouth at a high rate of speed due to the tension in the rubber tube. I sustained a swolen lip and a small cut below my lip. I was lucky it did not hit me in the eye.

Philip of Mattawan, MI May 3, 2009

We purchased the NordicTrack Audiostrider 800 Model NTEL 7706.0 on 1.22.07 from Sears. The electronic console did not work when we got it home from the store. It took over a month to get a replacement because they were out of stock. During the year of warranty we ordered several mechanical parts that were breaking on the welds, bearing bushings, and service calls would take too long. Repair parts were all covered in cost by them for the first year for which their were 4 times we had to order parts. In the second year of ownership we have had to pay for parts that were the same types of repairs as previously mentioned on different areas of the elliptical orbiting machine.

So, far with the cost of repair parts we have doubled the cost we had initially paid for the machine with a lot of downtime between repairs due to shipping delays and availability. I believe this product should have been recalled due to the terrible construction of the welds and I am surprised that we have not been severely injured by it's use until now. Item number 243375, 244066, 244164,26752, 247228 broken and repaired on 1.25.09 Damage included electronic malfunction of controlling unit by not reading SD cards for exercise programs, fan not functioning, a/c adapter not working, welds being broken on just about every "arm" on the machine, bushings splitting, worn bearings, screw failure, sloppy fitting mechanical function. Just ordered a parts this year totaling over 400.00

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