Anonymous

No replacement parts.

Recently purchased ProForm 36" trampoline from Target. Spent 2 difficult hours putting this trampoline together. Came down to the last spring bar--it was missing. Called Customer Care (ha) number on instructions only to find out they do not have replacement parts nor have any way of getting replacement parts--even though they shorted us. Suggested we return product to Target even though they were told how very difficult it was putting this trampoline together. Certainly don't want to have to go through this ordeal again. I would not purchase anything from ICON Health & Fitness, Inc. Guess the Made in China explains it all.
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Reason of review:
Damaged or defective
Anonymous

Good Products but Customer Service Sucks!!

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A month or two ago, my husband and I were researching treadmills. We came across a Proform treadmill (owned by the Icon company) and we loved it. I requested emailed information 3 times for this machine but never got it. That should have been a red flag, but I was so excited that I didn't care at the time. I went ahead and ordered the treadmill. I didn't really get a whole lot of information about delivery and just the logistics in general. I did get an automated email that tried to sell me on upgrades, though. After several days of getting no emails from them, I tried to call them. I just wanted to know when the treadmill would be delivered and if I had to set up any of that. I was on hold for 90 minutes before I finally had to hang up. I tried to use the "chat" option on the website and what I assume was an auto-bot, gave me another number to call. I called that number and finally talked to a live person. He was nice, but just told me that it would be a week or two before I got the treadmill. He couldn't give me a lot of information. We did finally get the treadmill and it is great. Exactly what we were expecting. Since then, Proform/Icon asked me to write a review for the product. I did just that and also reviewed the terrible customer service. That was a few weeks ago. Nobody has contacted me... So like my title says, the products are good but the customer service just sucks!!!
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Cons:
  • Lack of customer service
Reason of review:
Poor customer service

Preferred solution: Better communication for future customers and an apology for my frustrations and time.

Torrell Nha

Landon Benson is a ***

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Landon Benson is a ***. This slime is the worst customer service rep in the industry. Its amazing this robo *** has worked at the company for 7+ years. The company is not horrible, they are just horrible at what they do. Customer service is dead. Landon Benson is an unintelligible *** who should go back to school to learn how to communicate with other human beings. Utah State should be ashamed for ever letting this tool graduate. The joke is on you Mr. Benson, at the end of the day you work for a fitness company. The funny thing is that you are probably extremely obese and don't use any of the products you sell.
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Cons:
  • Landon benson
Reason of review:
Poor customer service

Preferred solution: Stop sending Mr. Landon Benson a pay check and contact Utah State to revoke his diploma

Anonymous

Avoid ICON Fitness: Treadmill Never Delivered

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Ordered after Black Friday. Never arrived by Christmas! No one answers the phone. 4 people could not tell me where it was. Their website says it was shipped but UPS has no treadmill. I emailed them , called them. Wasted HOURS on hold. Beware!!! They own the Pro Form and Nordic Track websites. And other brands I believe. I think it is a big outfit too big to handle any customer issues. I am submitting a dispute with my credit card company. Hope they never see a dime and they can run on their ghost treadmills because no one buys anymore.
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Reason of review:
Problem with delivery
2 comments
Guest

Same exact experience as both of these individuals. Cancelled order and bought a Freemotion treadmill (also Icon) got it home, assembled, tried to calibrate incline, stuck in full incline and will not move. Disassembled and returned to store.

Guest

MY SITUATION IS EXACTLY THE SAME. I also ordered an elliptical online on Black Friday.

I have tried to resolve my issue with Nordic Track from whom I ordered it. They cannot find it. I have spoken to many representatives of Nordic Track and Last Mile Home, the delivery company. They all say it is at I *** HEALTH AND FITNESS IN REDLANDS since December 24.

I live in Redlands and it is now January 3rd. Still no machine.

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Anonymous

BUYER BEWARE!

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I purchased an incline trainer online during the weekend. I had questions regarding the product, warranty, in home setup, etc. Couldn't reach anyone via telephone because the office was closed. Called Icon Fit Monday morning. I literally waited in *** for over two hours and never spoke to anyone. I decided that if this is how they treat customers I didn't want to take the chance of purchasing the product. I emailed both billing and sales and told them I was cancelling my purchase. I received a reply stating they had received my email and someone would be contacting me. Never heard from anyone. Tuesday I got an email saying my order had shipped. Called the credit card company to tell them that I wanted to dispute the purchase and explained why. Wednesday I got an email from the shipping company in my state telling me the order was being shipped. I called them and explained my circumstances. They were very polite and helpful stating they would contact Icon Fit to cancel the order. Today is Wednesday and I still haven't heard anything from Icon Fit. It seems they are using bully tactics to market their products which is really sad considering the fact no one thought it necessary to contact me regarding my concerns, but decided to ship it anyway. This is extremely poor PR, and I was really excited about purchasing a NordicTrac treadmill.
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Reason of review:
Poor customer service

Preferred solution: Don't ship the treadmill because I will not accept shipment! Save yourself the trouble.

Anonymous
map-marker Detroit Lakes, Minnesota

Icon Health and Fitness - Nordic Track Act Classic Review from Detroit Lakes, Minnesota

I purchased one of their products from Fitnessblowout.com with a full lifetime warranty. This product had 10 warranty items in less than 1 yr. They sent me to Icon health and Fitness to try to get it covered. They later traded my machine out for a Nordic track machine and this machine the frame has failed in just over 1 yr and is not serviceable, after over 1 month of back and forth emails and getting the run around, they refuse to stand behind it. I would not by any product made by Icon health and fitness, their products do not hold up nor do they support their customers.
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Cons:
  • Poor customer service
  • Bad product
Reason of review:
Bad quality
Anonymous
map-marker Woodbridge, Virginia

Icon Health and Fitness -- Terrible Customer Support

Purchase an "in-stock" fitness machine. After a week, inquired into if it had shipped or not, no answer to phone or email. After that, conveyed in writing numerous times to cancel order - ignored. 16 days later they bill my credit card and ship finally answering that I can return it conveniently after it "shipped" at a cost of $200 for return shipping and re-stocking fees. Item didn't ship when they said, shipped another 4 days later so they could have cancelled like I requested 18 days earlier. Later apologized for the delay in shipping and offered a $50 credit - never got it. Terrible company, no customer support, stay away - far, far away!!!!!
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Loss:
$50
Cons:
  • No customer service or sales
Reason of review:
Poor customer service

Preferred solution: At least provide the $50.00 delay shipping that was offered - but the entire order should have been cancelled before you "shipped it".

Anonymous
map-marker Spring Lake, Michigan

Treadmill Review

Horrible! I have been having issues with my treadmill for over a year and it is still not resolved. Horrible people to deal with. I would never want to talk or deal with them ever ever ever again horrible. Worst experience ever!
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Reason of review:
Poor customer service
Rickey Yfs

Buyer beware!

I purchased two replacement parts for an elliptical online (one cannot be used without the other). I received 1 part after several weeks and have called 3 times about the 2nd part. Customer service is useless and transfers you around and asks if they can research your order and get back to you. Well, no one gets back to you. Today I refused to hang up without getting a definite shipping date for the 2nd part. After a 45 minute game of telephone tag I found out that they do not stock the 2nd part and probably will not be able to get it for me. I demanded a full refund and asked that they send me a return label for the part that they sent which is useless. They in other words sold me a pair of shoes but only shipped 1 shoe! Will not give me a full refund until I ship the other part back at my expense! What a joke of a company. I disputed the charge on my cc and will call these jokers back when I cool off. Seriously, you intentionally sell me something that you no longer have access to and set me up by sending an incomplete order and then try to put the financial burden on me!!
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Loss:
$276
Reason of review:
Problem with delivery

Preferred solution: Full refund

Anonymous
map-marker Binghamton, New York

Icon Health and Fitness - Bike Review from Binghamton, New York

I bought a TDF bike and 4 months later it sat in the basement inoperable. It took 5 different tech service calls to my house over 7 months to finally get icon to agree to refund my money. They sent me a square box to return the bike. Too bad the bike needs a rectangular box to ship. I called the refund dept today and was on hold for 2hrs and 16 mins without speaking to anyone ICON FITNESS SUCKS and my battle continues.
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Reason of review:
Damaged or defective
1 comment
Guest

I've been on hold 2hrs and 30 minutes without speaking to anyone. I have been approved for a refund but did not get my box yet.

It's been 8 days and no box. How long did it take you to get the box?

Anonymous
map-marker Madison, Wisconsin

WORST COMPANY I'VE EVER DEALT WITH!

So, I ordered an elliptical online on a Saturday from Proform. That same day, maybe an hour later, I decided to cancel my order.

I called the customer service number for ProForm and was told that no one there could help me, it's the weekend, and I needed to call the returns number on Monday. Around 10:00 on Monday morning, I called the returns number given. After being on hold for more than 45 minutes, I hung up. I was at work, figured they were busy and I'd try to call them again in an hour.

I tried to call them back, was promptly put on hold and again, no answer by ANYONE for over a half an hour. I promptly sent an email to customer service cancelling my order. Nothing had been sent out or done on my order, so it shouldn't have been a problem. A day later I get a response from a customer service person saying how great their deal on this was, I could get upgraded shipping, yada, yada, yada....I sent a response back saying, "No thank you.

Please cancel my order as I originally requested and send confirmation that this has been done. No response to my request....nothing. Then about an hour or 2 after that, that same day, I get an email saying, "Great news! Your order has shipped!" I again sent an email saying I cancelled my order, please confirm this immediately.

I don't want this! Nothing. After a few weeks or so, I get a call from the shipping company asking to set up a time for delivery, and I told them I was refusing delivery because I had cancelled the order....which I had, time and time again. So it was sent back.

I just now got a message from Icon Health trying to verify that I did not, in fact, want this equipment, to give them a call, and that there will be a return shipping charge. I tried to call them back and got a message that the number I was trying to call was not a valid number. What the *** is up with this company?!!! I CANNOT believe how difficult this company has made this whole thing.

I tried to stop the initial shipment of this equipment in the firstplace, so NO ONE would be out ANY money, and my request was totally ignored, both by phone AND email!!!

I will NEVER, EVER recommend anything by this company and will warn people everywhere to stay as far away from them as possible. I might even have to get a lawyer involved--absolutely ridiculous!!!

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Anonymous
map-marker Centreville, Virginia

Very Poor Customer Service and Purchase Experience

I'll never buy another piece of equipment from them. My first shipment arrived incredibly damaged. I refused delivery. About 2 weeks later, I called ICON Fitness about this. Notice I said I called them. They didn't even bother to contact me about reshipping for 2 weeks. I spoke with a rep and during the conversation she stated they had this problem with this shipper frequently. HELLO. Why do you still use them (the company is ESTES btw.). So a little over a month and a half after my purchase, I finally receive my product. I get it upstairs and start to assemble. There is still damage... Cracked Casing, sensory handles peeling off, bowed motor enclosure. Really? I called in again to state my displeasure. I was told that I would be contacted by the customer service representatives manager/supervisor. That never happened. Instead, I had to repeatedly reach out to the service rep to find resolution. I got a 3 year basic warranty comped. If any of this is any indicator, I'm sure I'm going to need it. This still isn't right in my eyes and I'd tell anyone who asked not to buy from these guys. I'd have rather spent a few hundred extra dollars had I known I was going to be getting ***-poor service. This isn't even everything.... The online chat service was even worse than this (if you can imagine). Just do yourself a favor and stay away, far away.
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Anonymous
map-marker Boston, Massachusetts

ICON FITNESS WILL STEAL YOUR MONEY - STAY AWAY

Worst end user support ever. I have been trying to return a broken 300lb treadmill for over 2 months now. There shipping company ESTES refuses to pick it up because of the box ICON sent. It's flimsy, too small and is really a joke. Between the 2 companies I would STAY far away. They refuse to answer the phones and they refuse to reply to e-mails. I am extremely *** off about the way they just ignore customers. When I disputed the charge they replied to the credit card company and now I'm fighting with them. Between ICON FITNESS, ESTES EXPRESS and CITI BANK they have screwed my out of $1400.00
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Loss:
$1400
Anonymous
map-marker Montgomery, Alabama

Icon Health and Fitness - Refund Review from Montgomery, Alabama

Product never delivered after patiently waiting from 4/3/14 to 5/14/14 and it will be 10 to 15 days before I get a refund. How can a package be shipped via UPS and UPS says it's missing? Company full of ***
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1 comment
Guest

DO NOT ORDER ANYTHING FROM ICON FITNESS!!

I ordered a 410 elliptical on Dec.3, 2014..after calling and emailing icon fitness several times when it was suppose to be delivered to our home for a Christmas gift. I was told that it would delivered in 7-10 days..Calling and calling this place to get answers.

When they do answer they just give you the run around. We finally were told in Jan. that the elliptical was too damaged to bring to our home...they said we just knew that you would not accept it...instead of calling us the delivery company NVC logistics didn't let us know..they only finally told us after many attempts to find out where our elliptical was... We finally talked to someone at icon fitness and told them that we were told the elliptical was damaged and they would not deliver it to our home..

The person we talked to told us that they would send us a another one right away. On January 5, 2015 they said that they sent out another one. We waited and waited and on Feb. 9,2015 we told them to cancel the order and credit our account with the $380.00 they readily took on Dec.3 2014...for an elliptical that was pretty clear we would not be receiving.We waited and waited for them to credit our account and we are still waiting...we contacted our credit card company and told them the story of the incompetent actions of Icon Fitness.

Our credit company has filed a case against them to get our money back. A shameful company that needs to be stopped.

Anonymous
map-marker San Diego, California

Customer service receptionist was rude, condensending an is an unprofessional representative of the company.

I called to have the roller belts replaced for two Nordictrack products, a treadmill and an exercise bike. Just to order the parts along with the service to install them it took one hour to complete. The contracted service company called the following day to schedule an appointment. The technician showed up later that day asking to see the new parts for the equipment. I asked him why would he show up prior to the parts. I saw that ICON had already deducted $454.00 from my checking account, the amount for the parts and service. The technician left my home since there was nothing to install. The following day I called ICON and requested a refund for the service since no service was completed. The rude receptionist quoted me "company policy states that if a service technician arrives at a clients' door that they have honored the requested service". Her illogical explanation was that the technician needs to see what parts are required. If the company representative has the serial # and model# which matches the equipment to the part it is common sense that the correct part(s) will be sent. After the parts arrive at the client's, should the technician be scheduled for service. No refund was honored. I only wish that I had done some checking and reviews for this company to realize that ICON is a sham and a scam. I would never recommend this business to anyone.
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Loss:
$254
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