I purchased a treadmill from the Nordic Track website in early April 2011. It was meant to be delivered in 2 weeks time and with in home assembly. 2 weeks came and went and I had yet to be contacted to schedule delivery, so I called Nordic Track. I was told "these things take time", and my response was, yes, but NOBODY has contacted me, don't you think that is odd? I was told to follow up with the shipping company. I told Nordic track that that was their job. After 4 more phone calls to Nordic Track and 3 to the shipping company, I was finally given a delivery date. Over a month after I ordered it and they had been paid by my credit card company, the treadmill arrived. I had to refuse delivery because it was severly damaged. The carton looked like it had been backed over by a truck, and the deck and assembly of the treadmill itself was damaged. The delivery people who were meant to also assemble, admitted that it was indeed heavily damaged. My husband called Nordic Track and they will not issue a credit until they receive the item back at their warehouse. Considering how long it took to get here, that does not leave us with a feeling of great confidence. So we called American Express and they are going to despute the charges and handle this for us. We will never do business with Nordic Track again and we will make certain that everyone we know hears of our experience.

On February 27, 2010, I purchased a Nordic Track treadmill from Sears in Jacksonville, AR. From reviews, Nordic Track was rated top of the market. After testing several models I selected the T9 ci model. I paid $999 plus tax for the treadmill. I also paid $199 for installation and $275 for the 5 year extended warranty.

I was very excited about my purchase. Sears scheduled delivery and informed me that Nordic Track would be calling to set up an installation appointment. After a week, I still did not hear from anyone. I called customer service. After several calls to customer service across a three day span, finally a tech contacted me to set up installation.

It took the tech 5 hours to install the treadmill. The reviews on your website state customers were able to put it together in 2 or 3 hours. The tech said the wire was not long enough but he would make it work. The heart rate mechanism would not work correctly. The belt stopped working on day 3. I calledcustomer service on March 13. After following the troubleshooting instructions, the customer service rep instructed me to follow the steps to remove the motor cover. After the cover was removed, to call back and get more help.

I informed the rep that I paid 199 to have it installed. Also, why would I go through the trouble of removing the cover only to call back and be placed on hold again? I asked the rep if his time was more valuable then mine, a customer. He told me he was not allowed to stay on the phone long with customers. I insisted on a repair appointment. For 199, I should not have to remove any covers or try to fix any wiring issues.

I was told that a tech would call within 3 to 5 business to schedule repair. Friday was the 5th business day. I begin to get considered because no one had called. I had the same problem during installation and a supervisor had to escalate the issue to get it resolved. I called customer service on March 19th and requested a supervisor. I had to argue with the customer service rep for 30 minutes. She refused to give me a supervisor. Then she put me on hold for 20 minutes and came back to inform me they were now closed and someone would call me on Monday.

I called back and got a different rep. I was then informed the call center was 24/7 but supervisors go home at 6pm. She informed me she was escalating the issue with the tech and putting in the forms to have a supervisor call me on Monday. By Monday afternoon, no one had call. I called back only to be told that the supervisors were in a meeting all day and someone would call before the night was over. Again no one called. I then calledSears. After telling my ordeal to the store manager, he offered to escalate the service call. I informed him that Nordic Track had lost me as a customer. I did not want to be stuck with a machine that I could not get serviced in the future. The treadmill will be returned to Sears for a full refund.

I wrote a review on the website and your company refused to publish it. I’m writing you this letter in hopes that you will address the issues inCustomer Service for future customers. I personally will never deal with your company again. I have also enclosed a copy of the review I submitted and the response from an online representative over a week later. Clearlycustomer service is not a high priority with your company. Your technology is at the top of the market. I felt I would get the level of service of which I paid. I was gravely disappointed.