Don’t Buy a Treadmill from Nordictrack Until You’ve Read This, You Will Regret It

Don't buy from nordictrack

I don’t usually write posts about things like this but, the experience I had when I purchased a treadmill from NordicTrack was extreme enough, that I want to recount it. I hope by doing so, I can save you a lot of money and grief. If you’re considering buying anything from NordicTrack, Proform, Weslo, or any other company managed by Icon Fitness, I don’t want you to be cheated like I was. Go with a company that’ll stand behind their product.

My experience is a long one as it lasted seven months. To summarize it, let me tell you it was the worst buying experience I’ve ever had in my life. With that said, let me tell you what happened when I bought a treadmill from NordicTrack.

I love running but, since my sons were born, it’s been a lot harder for me to get out and get a good run in as often as I’d like. Last year, I seriously started considering buying a treadmill, but I have limited space in my home and they’re not cheap!

I started looking into some of my options, just to see what price range I was looking at, and it wasn’t long before I came across Nordictrack’s website and saw their treadmills. I especially loved the folding ones because of the limited space in my home. I quickly decided that if I were to get one, the Commercial 1750 is the treadmill I would go with.

NordicTrack’s treadmills have all kinds of amazing features. They have fans on the treadmills, platforms to hold your weights, built in workouts with famous paths you can run with the treadmill inclining and declining as needed and so much more! They pretty much look like a dream treadmill for a crazy good price considering everything you’d get.

The treadmills I’d run on in the past looked archaic compared to the NordicTrack treadmill.

I looked at one treadmill review site after another, and every single one promoted the Nordictrack treadmills as the best you could buy for your home.

To top it off, Jillian Michaels is pretty much the face of the brand and I’d seen advertisements for years with her showing how incredible their incline trainer is. I didn’t think Jillian would allow her face to be on a product that wasn’t outstanding.

Finally, I decided I would get one and, when the Black Friday sale came, I called Nordictrack and bought the Commercial 1750 on credit through Fortiva which is the company they use now to help people who can’t pay for the treadmill up front to finance their purchase

The customer representative I talked to was very helpful and genial and the receipt for my purchase was sent to my email within 10 minutes.

nordictrack scam

I was so excited! I’d been thinking about purchasing that treadmill for months up to that point and now it was finally coming.

I waited, excited, to get an email about when the treadmill would be shipped out. However, two weeks later, I still hadn’t received a single email from Nordictrack. I went back to their website and saw that next year’s model had just been put on sale for $100 more than the one I’d just purchased.

The upgrades were pretty substantial so I called and asked if my original purchase had been shipped yet. The representative I spoke to said it hadn’t, but was being prepared. I asked about upgrading it to the newer model and he quickly approved it and said yes, we can do that for you. Five minutes later the receipt for the new model was sent to my email.

nordictrack complaint

Again, I waited almost a week with no word or email from Nordictrack on whether my treadmill had been shipped out. Anytime I called the customer support line to ask about it, I waited on hold up to 30 minutes until I had to hang up. Emails I sent asking about when it would be shipped went unanswered.

Wondering what was up, and starting to feel uneasy, I started looking into Nordictrack again but, this time looked up customer complaints.

What I found horrified me. I’m not kidding when I say I found hundreds of complaints from Nordictrack customers.

I found out that some of the features I’d been most excited about, (the built-in workouts that the treadmill would incline and decline on its to replicate popular outdoor runs), couldn’t be used without paying a monthly subscription fee.

It can’t really be called a monthly subscription fee because they require you to pay for a full year up front and it adds up to several hundred dollars. To make things even worse these features were very buggy and many customers stated they were lucky if it worked half the time and Nordictrack refused to refund them for the purchase.

I found dozens of other customers who stated that not only had their treadmills been shipped weeks after they’d been promised, but they’d arrived broken or the team who they’d paid Nordictrack to have assemble it had no clue what they were doing and built it wrong rendering the machine unusable.

When these customers notified Nordictrack of the defective treadmill, the customer support representative they spoke to asked the customer to take apart the machine and diagnose the problem themselves and, based on what they found, replacement parts were sent out and the customers were asked to repair the treadmill with no help from an expert.

Nordictrack refused to send a treadmill technician out until the customer had tried and failed to diagnose it and repair it themselves.  Oftentimes even if they did send an “expert” out the technicians were unable to diagnose the problem as well and ended up ordering wrong parts.

I read story after story and dread began to fill the bottom of my stomach. What was I supposed to do with a 300+ pound treadmill if it came in that state? I read dozens of stories from people whose ordeals lasted more than a year before they finally just got rid of the treadmill and took the hit to their pocket.

I decided I would cancel the order as soon as their offices opened in the morning. I pulled up my email and typed in the tracking number to see if it had shipped yet because I knew, if it had, there would be a significant restocking fee to pay to return it. To my relief, the treadmill had not yet been sent even though it’d been almost three weeks since my initial purchase.

The next morning, I called Nordictrack’s customer service line and, after waiting on the phone for over 40 minutes, I finally got someone on the phone to talk to. I asked if my order had been shipped out and the representative on the other line said no it had not yet, but that it should ship in the next day or two.

I breathed a huge sigh of relief and asked that the order be cancelled and said that I no longer needed it. The representative asked why and tried everything he could think of to get me to reconsider. He even offered to give it to me for a couple hundred dollars off what I’d initially paid.

I again stated that I no longer wanted the treadmill and asked that he cancel it. I could hear the reluctance in his voice as he said that he would and I asked him about the restocking fee. He clearly told me that no, my treadmill hadn’t even left the warehouse so there would be no restocking fee.

I hung up and felt like a huge weight had been lifted off my shoulders and that I’d dodged a bullet. Boy, was I wrong.

The next day I got an email stating my treadmill had been shipped and was on its way to my home. I called NordicTrack again and waited on the phone for a while before I could talk to somebody about it. Finally, when I did, I explained the situation and was assured that no I wouldn’t need to pay a restocking fee because I’d canceled the order before it ever left the warehouse.

nordictrack cheats customers

I hung up and, three days later, I checked the status of the Order and found that it was still on its way to my house. Frustrated, I called NordicTrack again. The last thing I wanted was a 300-pound treadmill left on my porch that probably wasn’t going to work.

This time the woman I spoke to was extremely rude and told me, if I wanted to cancel my order, I would have to pay a restocking fee of $300+. Upset, I told her exactly what had happened and that I’d already been told I wouldn’t have to pay the fee because I canceled it before they shipped it out. I didn’t know why it had shipped right after I canceled it. I felt like somebody had put a rush on my order as soon as they heard I didn’t want it so they could at least get the restocking fee out of me.

The woman I talked to refused to listen and told me she could cancel the order but I’d have to pay the fee. After talking some more, she finally said maybe she could help me out and give me a $100 discount on the restocking fee. Disgusted, I told her I wasn’t paying a restocking fee for something they’d purposely shipped right after I canceled my order.

I insisted that my order be canceled and she finally agreed to do so.

Over the next couple days, I saw that the treadmill was still on its way to my house and I made several more calls to Nordictrack. Each time was the same. I waited anywhere from 30-60+ minutes on hold to talk to somebody and, when I finally got someone, I was told by some representatives that yes, I still had to pay the restocking fee. However, I was told by other representatives that of course I didn’t have to pay the fee because they could see I’d requested to have the order canceled before it ever shipped.

Despite all this, at the end of December, I got a call from a local delivery company saying they had my treadmill and they wanted to know a good time to drop it off. I told the woman on the other line that I’d tried numerous times to get my order canceled and all my requests had been ignored. I told her I did not want the treadmill and to send it back to where it’d come from.

She agreed to do so and it was finally sent back to the warehouse.

I was relieved it was finally over.

In early January, I got a statement from Fortiva stating my account was now open and, I had 12 months to pay the full price of the treadmill. Upset, I called Fortiva and explained the situation. They said they would contact Nordictrack about it.

I called NordicTrack as well and, by this point, I couldn’t tell you how many countless hours I’d wasted on hold to talk to a representative at NordicTrack. When I finally talked to someone I was told it would take a couple weeks for the refund to be issued.

Fortiva put my account on hold when I told them this and said they would open a review on my account and I didn’t need to pay anything until the review was completed.

It took a month before the refund was issued from Nordictrack even though it’d taken all of five minutes to bill me initially. When the refund was issued, it was for the price of the treadmill minus the restocking fee so it still said I owed the $300+.

Angry and frustrated, I called yet again and was told the fee would be taken off and paid.

A month later it was down to $200 and I called Fortiva about it. They stated they couldn’t get through to NordicTrack’s customer service line and, if I didn’t want to have to pay it, I needed to call NordicTrack.

I tried yet again and failed and seven months after my initial purchase, I was told by someone at Fortiva there was nothing more they could do and Nordictrack refused to pay the remaining $200. They lifted the hold on my account and started applying insane late fees. I was sick and tired of the whole thing and felt like there was nothing I could do, so I ended up paying the whole thing.

NordicTrack is by far the worst company I’ve ever dealt with in my life. I’ve never talked to a customer support team who cared so little about their customers, the quality of their products, and who were downright dishonest in their dealings. They do anything they can think of to cheat their customers out of every penny.

I went back to the treadmill review sites as well as treadmill reviews on YouTube and, I started noticing that none of them ever get on the treadmill and run to show that it works. They all just turn it on and let it run when nobody is on it.

I also looked on my local classifieds and was shocked to find that in a 30-day time period there were more than 500 treadmills, ellipticals, incline trainers, and other pieces of exercise equipment from NordicTrack, Proform or Weslo put up for sale. No other brand of treadmill came close to those numbers. I had a hard time finding a single brand besides Icon Fitness brands that had more than 10 treadmills put up for sale in a given 30-day time period.

At any given time since then that I’ve looked, there are always a couple hundred up for sale. That many people in a 100-mile radius don’t just decide to sell a good quality product at the same time. This is another sign of just how bad their equipment is.

My own ordeal took 7 months to be resolved and believe it or not, I was one of the lucky ones. I’d read stories that were much, much worse from customers who had actually received their treadmills.

I can’t believe Jillian Michaels lets her name be used to promote products from a company as dishonest as NordicTrack, but she does even though the complaints have been there for years and they aren’t getting better.

Have you purchased any equipment from Icon Fitness or are you considering it? Do you know anybody who went through a similar experience or do you have questions for me? Please let me know by leaving a comment below!

-Jessica

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20 comments

  1. Garry Pullen says:

    I’m glad to read that you got out of buying a Nordictrack Treadmill. Sadly, I didn’t find this post until after I purchased one. Within two weeks of running on it, it has already broken. Customer service had me replace the control board and motor, which took more than a month to receive. It’s still broken. I asked for a replacement and was told no. I asked to use the 30 day money back option and they said no because it’s been more than 30 days, even though it was because I was awaiting parts. Another thing you need to know about their 30 day guarantee scam is that you’ll be charged $250 shipping and handling plus 10% restocking fee, which for me would have been a total of about $550. It’s been two months now, and I’m now waiting for a tech to come which will probably take another two weeks to a month. DO NOT BUY FROM NORDICTRACK!! Cheap defective equipment and poor customer service!

    • I’m sorry to hear that Garry 🙁

      So many people have had similar experiences it’s hard to believe they’re still in business and doing very well off of the people they’re ripping off.

      I too was charged the restocking fee and the six+ months I was dealing with Nordictrack for a treadmill I never even received was ridiculous and not right! I hope others will find and read about your experience so that they won’t have to go through the same thing we both have.

      And I did get your second comment, I’m guessing it was due to the amount of time it took to reply.
      I apologize for that. The older my kids get, the busier life gets!
      -Jessica

  2. Joanna says:

    I just wish I had read accounts like this BEFORE I messed up and bought their $4,500 piece of junk treadmill. It’s been a nightmare! I could honestly go on for pages about our terrible TERRIBLE experience with this company (iconfitness is the parent company) but suffice it to say that I do not recommend buying equipment from Nordic Track unless you are a masochist.

    Our treadmill was delivered broken and we’ve had to spend at LEAST 12 hours on the phone over several days to get Nordic track to agree to take the treadmill back. The majority of that time was on hold.

    I’m not exaggerating – the average hold time to reach a human is around 45 minutes and then you’ll likely be on another near hour hold being connected to the right department after that.

    They never came on the pick up date and now, weeks later, we still can not get them to tell us when they are going to pick up the broken machine (they will not refund until they pick it up is the kicker) we had to file a dispute with the credit company because they were about to report non payment to the credit bureaus and I have perfect credit.

    So much stress. SO MUCH. I only hope others are not like me and only finding all these awful reviews AFTER you’ve purchased. (Nordic track refuses to publish honest critical reviews in their website).

  3. Matthew says:

    Disclaimer: I am not a Nordictrack employee. I am shrewd consumer and also a happy Nordictrack customer.

    I can understand that your experience with NordicTrack customer service could have been better and the fact that you need an iFit subscription to use the exercise programs could be more clear (it’s in the fine print of your purchase agreement, by the way… You know, that legally binding thing hardly anybody reads these days?). But, the ConsumerAffairs.com site you listed is being sued by none other than… NordicTrack.

    I doubt that all of those hundreds of negative reviews might be legitimate, but a good portion of them may be. ConsumerAffairs.com works in such a way that companies that pay a fee of several thousand dollars on the site are given access to those negative reviews in order to attempt to resolve them, have illegitimate and resolved negative reviews removed, etc. ConsumerAffairs also allegedly solicits positive reviews for companies that pay this fee. Companies that do not pay this fee apparently forego these benefits.

    Additionally, the web site ConsumerReports.org, which is funded by consumer subscription fees and not companies, sports a much better rating for Nordictrack products compared to the 1/5 stars on ConsumerAffairs.com. In a nutshell, ConsumerAffairs.com is an allegedly biased site that likely “poisoned your well”, caused you to develop buyer’s remorse, and set the tone for all of your subsequent dealings with NordicTrack. This post isn’t so much me defending NordicTrack as it is me setting the record straight about ConsumerAffairs.com. I hope you found a way to stay fit some other way!

    • I appreciate your comments. I am aware that ConsumerAffairs runs their website this way and, while I agree, it’s not fair to businesses that aren’t paying, it doesn’t discount the fact that Nordictrack has hundreds of very negative reviews. If you read them, the experiences their customers go through are very similar. Yes, they might have happy customers like yourself who got lucky with a treadmill that actually works, but it doesn’t change the way they treat customers who are unfortunate enough to receive a broken one.

      My experience with them was HORRIBLE. I can’t tell you how many hours I wasted on the phone. I was lied to by so many of their employees. In the end, more than 6 months later. I ended up having to pay a couple hundred dollars because I made the mistake of thinking I could purchase from Nordictrack and they were a reputable company.

      I’ve pulled up my local classifieds dozens of times and, if you look at treadmills being sold, a huge percentage of them are Nordictrack treadmills or other brands produced by the same manufacturer. There’s so many, it takes more than an hour to go through just theirs! If they were good quality treadmills, there wouldn’t be so many people trying to get rid of them. I’ve looked at other brands, including the one I bought and I never see more than 3-5 posted at one time over a 30 day period!

      I agree, ConsumerAffairs favors businesses who pay for their reviews, but their website is not the only one that has hundreds of negative Nordictrack reviews.
      I’m glad to hear somebody had a good experience with Nordictrack but it doesn’t change the horrible one I had and you can see others have posted similar experiences on my website. For anyone still considering one of their treadmills or any product really, I’d highly recommend buying from somebody else.
      -Jessica

  4. Mark says:

    Hi Jessica, please wish me luck since I will be canceling my order from NordicTrack that is scheduled to be delivered by Ryder on Wednesday
    3 days from now. After reading all the scary stories, my mind is set to cancel my purchase and accept my loses from restocking fee and shipping fee from returning a treadmill. I weighted the pro and cons and I’ve learned my lesson not to trust reviews from the internet. Thanks, please wish me luck.

    • Aaah good luck Mark! I’m so glad you found this before they actually delivered the treadmill! From what I’ve read, it’s a nightmare getting your money back once the treadmill is in your home. (It’s bad enough when they haven’t delivered it) Make sure to deny the delivery and tell them to send it back. I called sooo many times to cancel my order and they still tried to deliver it to my house!

      You’re still going to have your work cut out for you getting your money back 🙁 But, if you used the financing option or paid with a credit card make sure to dispute it with them and tell them you never received the item. I wish I could say you won’t have to worry about a restocking fee but you probably will be stuck with at least that 🙁
      Even though I was told numerous times I wouldn’t have to pay one because of my circumstances, I still ended up having to pay it.

      Somebody needs to take Nordictrack to court. I’ve never seen a more dishonest company. It infuriates me to see so many treadmill review sites promoting these treadmills. They only do so because they get paid a commission for every sale they recommend. My goal in writing this was to post a real, honest review and hopefully save others from the months of headaches, lies, and runarounds that so many other people have experienced.

      There are better, more reputable products out there that are reliable and worth your money. If you’re looking for a good folding treadmill, I highly recommend looking into SOLE treadmills. I got one after the mess with Nordictrack and I LOVE it! I am not an affiliate of SOLE so if you buy from them I won’t get anything. I recommend them because I have had my treadmill for two years and it’s never had a single problem. I use it 4-5 times a week and it still runs as good as it did when I got it 🙂

      Good luck again and I wish you the very best Mark
      -Jessica

      • Becca says:

        What type of sole did you get? I purchased a commercial 1750 January of 2019 and have had nothing but issues with it. I even googled Nordictrack reviews prior to purchasing it and didn’t find the negative reviews like i am now. Lesson learned, i didn’t google the right words.

        • Hi Becca,

          I purchased the Sole F80 in March 2017 and it’s still working great without a single problem. I’m so thankful I found the negative reviews before the Nordictrack actually shipped to my house. I did lose money but it was nothing close to what so many others have lost.
          I’m sorry to hear that you’ve had issues with yours. I don’t understand how a company can continue to operate like Nordictrack has with their track record.
          -Jessica

  5. Aracelis Quinones says:

    I bought a desk treadmill by the end of November, received the wrong one on December 2nd and decided I dint want to keep it. I called them and told them I wanted to exchange that model for one of the C models which they did. they told me that on 2 weeks someone was going to come and pick up the machine.. It has been a whole month I have 2 treadmills on my apartment and a bill for 2 treadmills.. I called them 3 times and they keep changing the date of when are they going to come to pick it up.. I don’t know what else to do

    • I’m really sorry to hear this 🙁
      So many others have purchased equipment from Nordictrack and been left stuck with it when it didn’t work or they got the wrong piece of equipment. I was lucky in that I found reviews like mine on it before it shipped to my house so though they still tried to deliver I was able to deny it.

      The best advice I can give is to keep trying to call their customer support line. I called so many times and every once in awhile I got someone that had at least a shred of honesty in them and tried grudgingly to help me.
      -Jessica

  6. Mac says:

    Hey Jessica, I just sent you a message to FB massanger. I need some advice from someone who has already dealt with this company. Thank u

  7. Laura says:

    After fully explaining that the incline treadmill had to go up 27 stairs to my loft and being reassured that it could be done, I decided to move forward to spend close to $2,000 for a treadmill in September. I was told that it would take 2 to 3 weeks to deliver, which was accurate. I paid extra for the in home service, in which the box was to be unpacked and the treadmill brought up the stairs piece by piece. The contractor (Ryder Truck) sent two men that stated that they would not be able to unpack the box and that I had to pay for the white glove service. I contacted ICon and they upgraded the service for free. They also paid for two additional men to carry the treadmill base up the stairs. The next time Ryder Truck came out they sent two men once again, and they refused to carry the base up the stairs. I had to reschedule a delivery time, in which Ryder never showed. I cancelled the delivery and was given a 100% refund, only after I threatened to open a dispute with my credit card company. The refund was supposed to be given within 30 days, which never happened. I was on the phone asking about my money and I kept getting the run around for two weeks. Finally, I called the credit card company to file a dispute and my money was returned in one day. I will NEVER buy anything from ICon/Nordictrack.

    • I’m so sorry, you had to go through all that. Believe it not, you are one of the lucky ones. At least you got your money back eventually. Most people don’t.
      I opted for their financing option and when I filed a dispute they tried to get the money back from NordicTrack and got nowhere. I lost hundreds because of it and it took more than half a year to resolve.

      It’s hard to believe that a company that is so dishonest is still in business but hopefully, other potential buyers will see this and your comments and choose to go with a company that will stand behind their equipment and put the customer first.

      • camille mcaloon says:

        So what treadmill would you recommend?

        • After my experience with Nordictrack, I ended up purchasing this SOLE treadmill

          The price range is about the same as the Nordictrack I was looking into buying. At first glance, it might look like this one has a lot fewer features but the “features” on the Nordictrack treadmills rarely work, require a monthly subscription for buggy software, and are just not worth the risk.

          I’m coming up on two years now since I bought my SOLE treadmill and I love it! I currently use it five times a week and I haven’t had a single problem with it since I purchased it.
          -Jessica

  8. Kathleen Mahoney-Locke says:

    My husband and I decided to purchase the Nordictrack Treadmill C990. We received the delivery date and time window. The time window was supposed to be between 2pm-4pm. The treadmill was never delivered. The shipping company never called. The delivery time tracking kept changing. I called the shipping company and they had no way of getting a hold of the driver. The lady from the shipping company said that we were the last delivery and her system says the delivery truck is still out. I called Nordictrack sales and they said that’s not their department and transferred me over to customer service where no person ever picked up the phone. I tried to online chat but that was no help. I finally got an email address to request a cancellation of the treadmill. They are going to charge me $306 to return the item that I don’t even have in my possession. How is that fair?

    Requested a number for customer service manager after reading an article online that these fees are ridiculous.

    Spoke with supervisor and there is nothing they will do accept cancel the order and charge me money. NEVER AGAIN.

    • I’m so sorry to hear that 🙁 It’s ridiculous and is not right! I know exactly how you feel as they did the same to me. My ordeal lasted about 8 months and at the end of it, I had to pay the restocking fee as well even though I’d canceled my order before it shipped! I can’t believe a company can operate this way and still stay in business. I hope that by publishing this I can save even just one other person from the stress and financial strain that buying from this company is sure to cause.
      -Jessica