iFIT - Ossett

W D.

Had two treadmills now. First one motor broke now screen is broken on the second one. Just got it’s out of warranty it’s lasted 1 year and 2 months. Now the treadmill is obsolete and I can’t order the part. Customer service is a joke! Avoid and go to peloton. My membership ends in October and it’s the last money they will get off me!

Google U.

As the reviews are cementing, this company’s after care service is shocking!

The delivery of my treadmill was delayed 3 months to begin with. I have now have the treadmill 6 months, The base of my £2000.00 treadmill has snapped whilst my 9stone partner was on it.

She lost her footing as this happened and has multiple burns from the fall. Regardless of this I call for a warranty repair. They do not have this in stock so have offered a replacement. I live in a flat and cannot get the unit downstairs. They said unless it is down they cannot do nothing. Now they have said they will offer a full refund but only if this is downstairs. This is the stumbling block, I understand they have procedures but in this scenario the procedure does not work I said I will get a removal company but they said they will not cover the cost (so I would be in a worse financial position than when the treadmill arrived)

I said how about we smash the thing up and I get just a part refund to put towards a new one to which they have declined. As it stands I am 2 grand down with a huge broken treadmill. The only solution they are leaving me with is wait for the part to come in and it get fix d which they have said as it stands is a 3 month wait!

The customer service centre is in Romania and they will not give you any direct links to someone with any say, power or humanity!

Kellie L.

Bought a 1750 treadmill, had nothing but software issues from about month 9, no response by the time we did get a response we had intermittent service. Now the treadmill is just a £2k brick as the motor keeps tripping the electricity. IFIT and Norditrack clearly don't have a integration testing plan. 1000's of people complaining on a FB group about the same issues. Product not fit for purpose! DO NOT BUY THESE PRODCUTS CHECK FACE BOOK AND TRUST PILOT!! If anyone at IFIT reads this we would love a refund of our faulty product. V12 finance have been informed they bank rolling a faulty poor product!

Jax B.

Shocking customer service. Took delivery of treadmill on 20/5, there was a fault, tried to call their customer service only to have a message saying no sales calls were being answered unless for spare parts and product registration. Only way to contact them was an online form on their website. They said it may take 7 days to get back to me, which it did. I’ve had to go to trading standards to get them to agree collection. I’m still waiting now for their courier firm to arrange collection, another 3-5 days, then another 3-7 days before it’ll be collected. Simply shocking. Don’t buy from here! They were quick to reply when I enquired about buying the treadmill. Once I’d told them of a fault they disappeared off the planet. 😡

Susan T.

I had an issue trying to renew my ifit membership but also downgrading it to a single subscription from a family one. I had been having problems trying to downgrade it and finally decided that I needed human help instead of the iRobot thing you get on the ifit site. I spoke to Helen at Icon ( we had bought a Nordictrack treadmill year before last ). A lady called Helen answered the phone within a couple of rings. She was very helpful and knew exactly how to help and it was all done and dusted in a couple of minutes. I've seen reviews bemoaning the customer service that people got previously. I guess I must have just struck lucky getting through immediately and then getting my problem sorted. Thank you Helen.

Jason C.

I am getting really frustrated with these guys so much so I am on the cusp of speaking with trading standards. I am on my second treadmill a commercial 2950 which is faulty. Some have been lying dormant therefore, the software needs up dating prior, this element takes you to online service centres in the USA - who are pretty helpful. However, with both treadmills inert with hardware issues it makes me reconsider this brand as a premium supplier of goods, having further read the comments here the quality dimension on both the build and service side seeming missing. Once I have a case reference number on receipt of this I will further update on progress.

To date I have wasted approximately 15 hours on building, disassembling, contract the service centre and calling customer service....and I am still unable to make a dent in my COVID waste!

Nils K.

Given the trend towards home gym equipment, I would suggest people do not buy NordicTrack / any products from Icon Health & Fitness. Not only has my treadmill broken within 9 months of purchase, but it has now been out of action for 2 months, with no date of repair yet. The level of customer service from Icon Health is absolutely shocking. Bad product and even worse service

Update 21/05: Icon was quick to respond with a pretty standard 'It's out of our hands response' and provided an email address for me to get an update on my case. I emailed said email address a week ago and haven't heard anything from them.... So much for 'We'll be happy to look further into your situation...'. Customer service simply non-existent. AVOID ALL NORDICTRACK products

Lukasz K.

If I could give 0 stars I would. Faulty equipment, and for over 2 months still not resolved. They try to pressure you into agreeing to callout charges if their engineer can't find a fault.
Stay clear of their product!!!

Just to clarify few facts from below reply from Icon... It didn't take 2 months to get it fixed it took almost 10 months - the issue was first reported in August 2020, engineer first attended in Feb 2021 and only after my intervention to CEO they agreed to replace the machine and new one arrived mid April 2021.
Machine is great when its working, suport on the other hand next to not existent. On that basis stay away from any equipment that is supported by Icon Health and Fitness