Name: NordicTrack UK
Address: 1 Westgate Court Silkwood Park, Silkwood Park, wakefield, United Kingdom
Rating: 4.50

“The treadmill was dead on arrival. It does not work at all. It doesn't even turn on”

Helpful Report

Posted 9 years ago

Hello Mr Muprhy, its Josh from NordicTrack. I'm sorry to hear that your machine does not seem to be working on its arrival. Looking on our customer services system it seems that our customer service's team have gone through a diagnostic with yourself to try identify the fault with your machine and now an engineer visit has been raised. Please do not hesitate to contact our customer services if there are any other issue's or after sales queries you require help with.

Posted 9 years ago

“I put my order 3 weeks ao tru baclays loan until now i dont have any feedback if its granted or not...”

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Posted 9 years ago

Hello Mr Balmores, its Josh from Nordictrack. Thank you for your review. We broker finance for Barclays Partner finance. I have checked their system and it seems you were accepted so they sent you an email for the final confirmation steps but this was not responded to. If theres anyway we can help complete this purchase please contact us directly.

Posted 9 years ago

“Recevied a new faulty machine with control board and vertical motor need changing not a single apology. Not complete yet. I will return the machine if I can.”

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Posted 9 years ago

Hello Mr Sadek, its Josh from NordicTrack. Thank you for your review. I believe this has now been resolved with our customer services and the Paypal dispute team.

Posted 9 years ago

“The delivery did not turn up on time. When delivery finally turned up they damaged my property, even though they only had to deliver to the first room on the ground floor of my house. Then the equipment was damaged when we opened it and we cannot use it. Also we never received the iFit memberships we paid for. I now have two complaints outstanding. Not impressed for £3000. To make matters worse Costco were doing the same elliptical for £150 less, even though the NordicTrack web site had said they gave a 40% discount! If there was an option here for no stars then I would have picked that...giving you 1 star is far too much.”

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Posted 9 years ago

Hello Mr Bennett, its Josh from NordicTrack. I'm sorry to hear of your disappointment in relation to the delivery our carriers provided. There is no excuse for any damage caused to our customers property. Did you raise this with the Panther delivery company via claims? The iFit membership code email had an error which is why you had not received this initially so the two codes were resent out to your email address. I cannot comment in terms of price-matching as we only price -match like for like with online pricing. Possibly a price-match was was not available due to the product was cheaper in the Costco warehouse rather than online. I hope this has been resolved now and you are enjoying your machines.

Posted 9 years ago

“making a mess of the delivery. First floor delivery was not instructed to the delivery company. Then they said that they will arrange a three men delivery. When they came second time again they could dot deliver as two men delivery was instructed. The delivery people said Iconic was trying the same trick with different company rather than arranging three men delivery. I wasted two half a days waiting for this. After two weeks this has not been delivered and there is no further information from the company.”

Helpful Report

Posted 9 years ago

Hello, its Josh from NordicTrack. Thank you for your review. I do apologise for the delivery failures that Panther Logistics had caused. We had instructed them that the item had required upstairs delivery as per your order however it seems mis-communication within Panther Logistics led to the failed delivery attempts. They are well aware our procedures however in this case it seems they had not been adhered too. I believe that this had been resolved and I hope you are now enjoying your machine.

Posted 9 years ago

“I ordered the machine over a week ago, I have had no contact from the company, no delivery date and hence no machine feels like poor customer service for what is an expensive piece of kit”

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Posted 9 years ago

Hello Lisa, its Josh from NordicTrack. The order was received by our carriers on the 31/10/16 which they tried contacting you 8 times which they were not successful. The item was finally booked for the 21/11/16 which I believe was succesful. Thank you for your review. I hope you are enjoying your NordicTrack Incline trainer.

Posted 9 years ago

“Horrendous customer service. Would stay away.”

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Posted 10 years ago

“I can't comment as I haven't received it yet”

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Posted 10 years ago

“My experience with NordicTrack. I will not be using your services again, my order was delivered. Once we opened the box no parts were available to put the bike together. After a number of calls to your offices nothing has been resolved. 10 days after delivery and no feedback even though I have been chasing over the phone and via email. The email below is the last response I have been provided, I am now out of pocket (£50.00) as I paid a handyman to come and fix the bike which can’t be done as I don’t have any hardware kit that should have been provided in the box. Called today and was told that I would hear back. Very poor services as I have paid for the item and am still waiting. Maybe whoever reads this email at NordicTrack will have some compassion and customer services skills and contact me. Ms S Grewal Good afternoon, I asked our Spare Parts Manager to check for the availability for the hardware kit and our superiors to look into this and check if we can take that package from a prime unit. During tomorrow I should get a reply on this matter as my superior was not in tomorrow. Thank you! Kind regards, Johanna ICON UK Customer Service Telephone: 03301231045 (UK) 0539236102 (Ireland) E-mail: csuk@iconeurope.com”

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Posted 10 years ago

Hello Sharon, its Josh from Icon Health and Fitness. Thank you for your review. I do understand your disappointment at receiving a machine without the neccesary parts within the box. There is no excuses but sadly on rare occurences this has happened. I believe the delay was caused by our customer services following the steps to rectify this by checking parts and checking with our suppliers on these parts. I believe this was resolved with your old product being replaced with a new machine.

Posted 9 years ago

“My Nordic Track C100 model has just stopped automatically. Very dangerous, as I was running when it stopped suddenly.”

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Posted 10 years ago

Hello Rachel, its Josh from NordicTrack. Thank you for your review. Did you contact our customer services in relation to this issue? As they certainly be glad to help you with this. You can contact them directly at CSUK@iconeurope.com or call them directly on 03301231045.

Posted 9 years ago

“My £418 order of Nordic track exercise bike with delivery and insulation arrived last Wednesday. The engineer installing it said the loose saddle I pointed out was normal! My foot slipping when I tried to peddle suggested it was not. A telephone call to the online supplier said it was not normal and they would phone me back re: sorting the problem. Another call to the supplier 2 days later (Friday) informed me they had no record of my Wednesday telephone call and no record of me or my purchase on their system even though I had email correspondence and order reference from them. I was asked to email my details and they would call me straight back. I did, they didn't! I called them back later on Friday afternoon, eventually, after talking to two members of staff they said 2 new parts and an engineer to fit them would be sought. It is now late Tuesday evening and still nothing and no reply to my email requesting confirmation of our conversation. Very disappointing. I have no faith in the product or the online supplier. Also where you site the Serial Number is ridiculous - I had real trouble getting to it to give to the online supplier. Not Happy”

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Posted 10 years ago

“Product delivered NordicTrack X9i Incline Trainer on time and installed, installers turned on the machine and it literally blew up at the socket inlet, hence the very poor rating. I contacted Nordic Track UK (Do not even discuss any issues with Nordic Track US) they were very helpful and re-ordered a replacement machine immediately, only down side was it was another weeks wait. Given the above failure in a new machine I would question the factory quality control measures and can only hope that the new machine has actually been quality checked as the previous machine obviously wasn't. Won't be able to comment further until new machine is installed.”

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Posted 10 years ago

Hello Mr Mclarrie, its Josh from NordicTrack. Thank you for your review. Reviewing our customer service's log I do understand your disappointment of receiving a new machine for it to be installed and blow the fuses. Our customer services were quickly able to raise a replacement order. I believe this has now been resolved.

Posted 9 years ago

“Placed order on 4th Feb for a treadmill. No Communication from company as to delivery date. Tried ringing the customer help number several times line sounded as not working. Contacted Paypal raised dispute. Had a call from company trying to arrange delivery. Agreed delivery date. Evening before delivery had a phone call from a rude agent with a attitude and not really interested in my point of view, wanted me to close dispute with paypal before item could be delivered otherwise won't get delivery next day. Really Bad customer service no apology for not delivering treadmill or contacting me for two weeks after order and payment taken out. Avoid this company.”

Helpful Report

Posted 10 years ago

Hi, Our carriers were unable to contact you as your mobile would not receive calls from with held numbers. We did not receive any email or phone call form you requesting help. Instead you raised a Paypal dispute and claim instantly. Upon realising the issue with your phone, we asked the carriers to call you from a personal mobile number to be able to contact you to book your delivery, which they did succesfully. Yes, we required the funds cleared from PayPal to be able to deliver your goods, it is a £1000+ treadmill. Unfortunately, you would not release the funds so we were unable to deliver your goods.

Posted 10 years ago

“I bought my treadmill after copious research on the Internet and heard good things about Nordic Track. I had my treadmill delivered, the company put it together after copious arguing but luckily the instructions were multilingual so they got there in the end. I started a run but after 0.5km the belt stopped working even though the incline kept changing and the screen said I was still running. I called the company, eventually managed to get my problem understood (it took 10 minutes of repeated explanation) and then sent an email. No reply. I sent another email to the online address who forwarded it to the customer care team. No reply. I am truly upset that I spent so much money on something that doesn't work and I seem to be chasing a company that doesn't really care. Nordic Track, if you do read this and would like to get in contact with me to sort the problem, please feel free...”

Helpful Report

Posted 10 years ago

Hello Bethan, its Josh from NordicTrack. I do apologise that our customer services had not responded initially to your email, they are instructed to drop through a courtesy email to say they have received this and you will be responded very soon. It disappoints me to hear that you had not heard for a second time. As per the customer services log this was escalated to a senior manager at our customer services and has been dealt with accordingly. I believe we offered a gesture of good will and an engineer visit to fix the issue with your machine.

Posted 9 years ago

“still not working had it for 2 weeks returning this week hopeless customer service”

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Posted 10 years ago

Hello Balvinder, its Josh from NordicTrack. Thank you for your review. I understand your frustration when receiving a machine that has a fault. In our customer services defence they did run a diagnostic through with yourself to try determine the fault (console). I believe this has been dealt with accordingly and has been resolved.

Posted 9 years ago

“I was hugely disappointed with my purchase of a very high end Elliptical trainer. Before I bought I read all the specifications in the sales blurb. When I purchased and received the item, I of course, read the User Manual that came with it and in there it said, on pg 17, that the unit should only be used at room temperature. This was not noted on the specifications. Therefore, I feel I was duped. I had planned to use the unit in a house/gym that is not heated. I gave no space in my home for it.”

Helpful Report

Posted 10 years ago

Hello Donal, its Josh from NordicTrack. I'm sorry to hear that you were not satisfied with the machine as it was not suitable with the environment intended. In our terms and conditions it is noted that all our machines should be kept in a suitable environment which is similiar to a front room / living room type of environent.

Posted 9 years ago

“I ordered a Nordic Track nearly 3 weeks ago and it's never been delivered despite calling the service center multiple times. My advice to others buy another treadmill”

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Posted 10 years ago

Hello Carolyn, its Josh for NordicTrack. Thank you for your review. In relation to your order there had been some slight issue's with our installation team however this was escalated and we were able to get the item installed ASAP. I hope you are enjoying your machine.

Posted 9 years ago

“The product was delivered late---the courier misinformed us of the date and time of delivery. The serial number is located under the heavy frame---the installer did not advise us where it was, very awkward when trying to register for extended warranty. The proof of purchase is sent by e mail in a version which cannot be uploaded for an extended warranty--not customer friendly.”

Helpful Report

Posted 10 years ago

Hi, Apologies the carriers provided the wrong time - I hope it wasn't too inconvenient for you. The serial number is also located on the outside of the main box in two separate locations which are easier to access. We deliberately locate the sticker in an out-of-sight place on the product so it does not detract from the aesthetics of the machine. We are going through a system upgrade at the moment and will be able to provide invoices in a pdf format shortly, thank you for your feedback on this.

Posted 10 years ago

“We had the machine delivered and assembled by your staff (£90). There has been a problem with the main post creaking since the very first day a couple of months ago. We have emailed back and forward with Icon but without success. I have sent a letter to Health and Fitness Customer Service. No response. The machine is obviously not fit for purpose and I will take advice from Consumer Affairs Dept and Citizens Advice and proceed from there. I would never buy another Nordic Track nor would I ever recommend to anyone”

Helpful Report

Posted 10 years ago

Hi, We hope that you have got this issue resolved, but please send an email to salesuk@iconeurope.com if this is still ongoing. It should be simple enough to resolve, there are six bolts at the bottom of the upright, under a plastic cap, that will be slightly loose. Let us know if the issue is still there and we can advise the best solution.

Posted 10 years ago

“I ordered my cross trainer on Monday 30th August and I am still awaiting delivery, despite being informed delivery would be within 5-7 days. I still haven't recieved any communcation regarding delivery, despite assurances on Friday 4th September that someone would contact me. Very disappointed in the service.”

Helpful Report

Posted 10 years ago

Hello Nicola, its Josh from NordicTrack. I'm sorry that you were not delivered within the 5 - 7 working days as stated however as per out terms and conditions, based on your postcode, they are slightly extended as the address was located within the Highlands so we had to transport the item to another carrier for this delivery. I believe this has been delivered now so I hope you are enjoying your machine!

Posted 9 years ago

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