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United States, Utah, Logan

Consumer reviews about NordicTrack

Jun 4, 2020


1500 south 100 West, United States, Utah, Logan

Misleading availability and willfully obstructive customer service

I recently made a purchase of a NordicTrack elliptical exercise machine. A name brand that I thought I could have confidence in. Nordic track is owned by the parent company Icon Fitness. On the website sales page, the equipment was listed as in-stock with a ship date of 2 weeks later. All good. Quick availability was one of the critical characteristics of my order choice. The order was placed and a confirmation email received. Then... nothing. The ship date passes. Nothing. No email. No phonecall. After another week I call the customer service line and I am placed in a call queue. Hours go by and no one takes the call. I hang up and try again the next morning, making a special effort to call as soon as the lines open. Same thing. Hours on hold. I have to give up before someone answered. The short story is this... NordicTrack is using a bait&switch tactic regarding availability, I went on their website just now and they are showing an ship date of 10 days from now, but I know for a fact that they know there is no stock anticipated for more than 30 days... and that stock was pledged to orders placed nearly a month ago. So their ship date is an intentional lie. And once they have your order, they put every roadblock in front of you to prevent you from talking to a person. If by some superhuman feat you stay on long enough to get through to a person (as I eventually did…5 hours), that individual has zero ability to actually do anything about your issue. Your only option is to cancel... and I suspect that course would be tragic as well. The customer service at NordicTrack is HORRIFYING. And from what I read, this is endemic across Icon Fitness and all their subsidiaries. This is not an accident or an exception, it is their plan. I am appalled. I will never do business with them again, nor would I ever recommend them. They made a trivial attempt at compensation that somehow leaves me angrier than before. I feel fleeced and abused. Bait & switch. False advertising. And a firewall of customer service barriers. This is quite a business model.

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