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

“Excellent product....really pleased. Quite a challenge for two more mature ladies to assemble, partly because there was a fair bit to do but mainly as product weighs so much, but instructions were good. Would buy from this company again...but would pay for installation!! LOL.”

Helpful Report

Posted 10 years ago

“The treadmill that was ordered is good and of high quality. I recommend it. The delivery service however, was flawed and the customer relations response inadequate. The Delivery service driver and colleague were unable to take the machine up the stairs-said too heavy and the machine would damage my property for which they would take no responsibility. Another delivery time was fixed and I had to provide 3 builders to assist the process. Tried discussing same with customer relations and when I asked to speak to a person in authority was refused as follows Quote As per our conversation today, please note that you can send a formal complaint to our Customer Relations Manager at Unit 1D The Gateway, Fryers Way, Silkwood Park, Ossett, Wakefield WF5 9TJ. I am sorry that I am unable to provide a contact number as this is confidential and for internal use only. However, the Customer Relations Manager will reply to any complaint in due time and we take into consideration any feedback from our customers. Unquote I had to contact the US management and a week later was called by a uk based helpful customer services person. In fairness she then dealt with my complaint as best she could and efficiently offered a modest compensatory gesture which I accepted. In short if you are purchasing a large machine I would not go directly to Nordic but to John lewis or Amazon who have a more serious approach to customer relations and would I suspect have dealt with the problem more efficiently. Having spent around £1000 on a machine and paid extra for delivery and installation to be told that I cannot speak to the manager and that the number is confidential shows an unbelievably cavalier approach to the customer. Bearing in mind that the time taken for 2 deliveries and additional costs of providing 3 builders took the cost to close to £1500 I would hope that icon / Nordic take note and improve their service.”

Helpful Report

Posted 10 years ago

Hello Eric, its Josh from NordicTrack. Thank you for your review. I'm sorry to hear about your disappointing experience with our delivery/installation team. I believe there were communication issues about the amount of installers would be required for your machine. As the item was going upstairs it would require a 3 man service so I do apologise for the delay in the installation and delivery. In your review you are correct about our complaints procedure. I believe you were given a response to your complaint within the time frame mentioned and this has now been resolved. Furthermore I believe our customer services were able to give you any information you needed about the complaint made. I can assure you we take customer services very seriously especially in relation to complaints made. I'm hoping you are enjoying your machine.

Posted 9 years ago

“I rang the sales desk to order my exercise bike, the man I spoke to was so helpful and polite. He answered all my questions regarding delivery , assembly etc. The delivery guys were also polite and asked where I'd like the bike to be put. My husband put the bike together and although there are loads of parts we found the instructions clear and easy to use. Fab service.”

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Posted 10 years ago

“Had no problems with the treadmill, it's really good, however I've had problems with the iFit - getting it to do the live workouts etc. I did contact yourselves about this and was told somebody would call back but nobody did. Have now managed to hook into Google streetview but really wanted to do live video workouts. From internet searches it looks like everyone has problems doing this. Could do with a handbook on setting the iFit up and describing how to use it's features. So in summary the treadmill is really good the iFit is really bad. I'm considering returning the iFit for a full refund. Regards Phil and jackie May”

Helpful Report

Posted 10 years ago

Hello Philip, its Josh from NordicTrack. Thank you for your review! I'm sorry to hear that you have had iFit issues. Did you contact our customer services in relation to this? As they will be able to provide any information about the iFit set up or any queries you may have.

Posted 9 years ago

“Brilliant bit of kit all turned up on time! Please make sure the fitters are familiar with the assembly of the machine as they done well only had to make a few adjustments ie tightening things up but generally pleased”

Helpful Report

Posted 10 years ago

Hello Gary, its Josh from NordicTrack. Thank you for your review and I'm glad you are pleased with your brand new item! With the delivery teams, they are trained with a variety of our products however there are times with our newer products they are quite unfamilliar with but I'm glad the installation was successful. Hope you are still enjoying your machine.

Posted 9 years ago

“Delivery on time and instructions to assemble the treadmill were easy to follow. The only negative aspect was that we were unprepared for the weight of the main part and had to arrange for assistance to get it upstairs. Otherwise very pleased as it seems very stable and is easy to use.”

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Posted 10 years ago

“Great cross trainer. Compact enough not to be too intrusive in the house but packed with stacks of features that make every workout different and a challenge. Well worth the money!”

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Posted 10 years ago

“Bought the Nordictrack E10.0 cross trainer. Overall is a top quality piece of kit, no complaints on the service from Nordictrack or the build quality of the equipment. Features are all there, compatible to others with the added bonus of the incline feature. You can alter all the parameters manually or use the inbuilt workouts. Two downsides, if you want to use the features fully you need to factor in the cost of an ifit module, it would be nice to have the option to create your own workouts without this additional cost. The other is its size and weight but this reflects in the quality and operation .”

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Posted 10 years ago

“Fast and quality services,amazing products!”

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Posted 10 years ago

“Hi I have a T23.0 Very happy with the product and performance/ look etc. But the noise from treadmill bounce is excessive for a £1,500 treadmill There's nothing in the manual - how can I cure this?”

Helpful Report

Posted 10 years ago

Hello Nick, its Josh from NordicTrack. Thank you for your review and your order. May I ask have you spoke to our customer services in relation to this? As they will be glad to assist with any cushioning issues you may have with your machine. You can contact them at 03301231045 or at CSUK@iconeurope.com.

Posted 9 years ago

“Good communication from sales to despatch & delivery. Product as described, well packaged & at a good price. Would recommend.”

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Posted 10 years ago

“Purchased the C220i. I tried to purchase via the website which didn't work but the sales team were very responsive via email. It was delivered in a week. I set it up Saturday afternoon and was up and running after a couple of hours. All good. I subscribed to iFit and have also set that up - I had a few issues using laptop but it breezed through when I used my smartphone. Have yet to realise the benefits of the £69 subscription pa, we'll see how this goes. All good so far. My wife and I are happy with our purchase.”

Helpful Report

Posted 10 years ago

Hello Gareth, its Josh from NordicTrack. Thank you for your review. I'm very happy to hear you are happy with your order! I'm also hoping that you are continuing to enjoy the iFit experience. Feel free to get in touch with ourselves if you need any guidance or assistance with the iFit technology.

Posted 9 years ago

“The equipment arrived promptly and in good condition. Now assembled, it is working well. My only negative comment is that when I completed the online registration form, the form requested that I attach proof of purchase and stipulated that this include a full description of the item purchased. However the electronic proof of purchase provided by yourselves did not provide this. As I was concerned that the guarantee would be valid, I found it necessary to also phone the helpline for clarification-where I was assured that all was in order and that the reference numbers included in the proof of purchase were sufficient to identify the item. I suggest that the proof of purchase include a description of the item to prevent future customers from needing to do this. Regards Linus McCloskey”

Helpful Report

Posted 10 years ago

“Within one week of receiving the machine, it stopped working. Rang the customer service who were very unhelpful asking me to check the motor etc, which is unreasonable as I am not an engineer! After being told I would have to wait two weeks for an engineer, I called the sales desk who sold me the item to tell them I wanted to return the machine, they then finally managed to get me an engineer who did fix the problem, it being a faulty motor, which is surprising for a NEW machine. One month later, the incline and speed are not working properly now. I have now called the customer services who again are asking me questions like 'are any of the wires pinching' or 'is the band on the machine still tight? Again questions I would not expect to have to answer on a NEW machine! I have been told that I have to recalibrate the machine before an engineer will come out. Such frustrating service, I will be spending my previous time tonight calibrating a NEW machine rather than actually using it! We are very close to returning the machine altogether.”

Helpful Report

Posted 10 years ago

Hello Aaron, its Josh from NordicTrack. Thank you for your review and I'm very sorry to hear of your bad experience with your newly purchased items. In order to diagnose what the issue was with your machine, our customer service requires the customer to go through certain steps during the diagnostic to try identify what could have been causing the issue which in this case was the motor. We understand that not all our customers are engineer experts. There are some parts we understand a customer cannot do which is why we have engineers to hand to assist. I believe this issue has now been rectified and I'm hoping you are enjoying your new machine. Any further issues feel free to get in contact with our customer services team.

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”

Helpful Report

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 order and delivery processes were very efficient and everything went through on time.”

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Posted 10 years ago

“Initial delivery delays were quickly resolved and the product arrived soon afterwards. I bought the delivery and set-up service which was essential for the cross-trainer I purchased. The team set it up quickly and gave me a quick demo. Now all the family are using the machine. Thanks.”

Helpful Report

Posted 10 years ago

“Product is excellent. Easily assembled and very sturdy to use. We have 3 people using it and it adjusts easily to suit us all. The only issue was with the delivery which was on a pallet in the driveway versus ground floor delivey in the description - it is a very heavy unit to move in its box with the packing before the moving wheels are attached.”

Helpful Report

Posted 10 years ago

“Good quality equipment. Easy to assemble.”

Helpful Report

Posted 10 years ago

“Good compact machine. not as big as you might think. Very solid. Very hard work at the moment. Needs loosening up as I can go for 40 minutes on cross trainers at the gym. I can barely manage 5 on this”

Helpful Report

Posted 10 years ago

Hi, We are glad to hear you like your product. However, what you describe doesn't sound correct - certainly if you are familiar with gym products. If you still have the issue, please call our customer service team on 0330 123 1045 or mail them on csuk@iconeurope.com for advice and a solution. Thanks

Posted 10 years ago

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