Name: NordicTrack UK
Rating: 4.49

“Like with everything I buy, I research it in depth; I found lots of negative reviews on ‘TrustPilot’ https://uk.trustpilot.com/review/nordictrack.co.uk for Nordictrack, and replies to the reviews by ‘Josh’ at the Wakefield office. I rang and spoke to Josh (20s/30s), and I felt confident by his really helpful manner (every interaction with Josh was really good, and professional), so I placed an order for an Elliptical SE7i X-Trainer on Tue 20 Nov 18 at 12:05pm. The equipment arrived whilst I was at work at 11:18am Fri 23 Nov 18, my wife took delivery, and it was placed in the front room (gym). I arrived home at 4:00pm and commenced opening the large coffin shaped box at around 4:45pm. At 5:20pm. After carefully sliding the equipment out of the box, I found that the equipment had arrived broken; the screen/console was completely shattered. It appeared that during transit from China, it clearly had been bounced and the subsequent impact had caused the machine to resonate within the box, off the rear fly-wheel, as there was a scuff where the screen had impacted at that point. This could have happened at any point from the manufacturing factory in China, to the point of delivery at my front room, just very unlucky. Aware that it was late on a Fri afternoon, I rang the customer telephone number at 5:25pm, and the Romanian customer services helpline suggested I had a new monitor sent out, which may take a week? The really helpful Romanian guy (Krisztian) suggested that I took apart the machine with the broken console, and retro-fitted the new one when it arrived. I had my reservations as to whether any subsequent problems with machine, and particularly the console, would be covered under the warranty, or would it void the warranty as per their terms & conditions? On Mon 26 Nov 18 at 09:18am I rang the Nordictrack office in Wakefield and spoke to Marion (40s/50s); initially she was a bit unhelpful, but after 5-10mins she conceded and understood my concerns, and I found her a pleasure to speak to. Marion said that there were no other machines available, but if sourced, could take 2-3 weeks for delivery (?), but in order to re-fit a new console it would mean that a technician/engineer would be required, which could take 10-14 business days, or longer, before one would visit. I expressed that I hadn’t bought the £750 piece of equipment as an ornament, so she said they would collect it and issue a full refund when it returned to the main warehouse. It was collected 2 days later on Wed 28 Nov 18 at 11:16am, and I observed (via the tracking mechanism provided by Panther) that ‘Panther Logistics’ receipted the item back into the main warehouse in Normanton (10 miles away from Nordictrack’s office in Wakefield) the next day at 06:58am Thu 29 Nov 18 (it was most probably returned late on the Wed evening, but was most likely only receipted in the next morning when the stock-taker came back in on his shift at 06:30am?). Panther Logistics’ main warehouse is 15km SE of Leeds, where the delivery drivers’ said that they (Nordictrack) “Keep a hell of a lot of Nordictrack stock in the warehouse”. The Panther delivery guys were really great, couldn’t fault them. I rang Nordictrack at 11:20am Thu 29 Nov 18, and spoke to Josh; he said that once the equipment was in their warehouse, then I’d be refunded. I said it was back in the warehouse, he said he’d check, and he sent me an email to that effect. I rang NordicTrack on the afternoon of Fri 30 Nov 18 at 3:30pm and spoke to John (40s/50s); he was a bit obstructive, especially when I asked why I haven’t been refunded even though Nordictrack had the equipment back, even though he argued they hadn’t? I had to tell him how to check and I directed him to the notifications that I'd had from the tracking information which showed they had. They then turned around and said that they (John) could see that they had received it, and they sent me an email to say it would now take 30 days for me to receive a refund...! I don't understand how or why I had it to bring it to their attention that they had received the faulty goods back, and I would have to wait a month for a refund? I found that Nordictrack also sells and distributes the same kit/equipment under the labelling and website ‘Pro-form’ (there may be others?), based out the same offices in Wakefield, a bit odd…? The Nordictrack company’s bank is based just 10km west of Paris (France), and the offices are registered there also (some kind of tax dodge?). I received my money back after MasterCard got in touch with them on Mon 04 Dec 18.”

Helpful Report

Posted 6 years ago

“First of all this thing requires ifit account and a fairly good internet connection. Ifit is buggy, expensive and destroys the whole experience of mechanically sound treadmill. E.q. You can't create your programs without ifit. You have to have multiple ifit accounts if you want more than one person to use it. If your internet connection drops this thing freezes. The software crashes. It is not possible to setup the simplest run without ifit. E.g. setting up distance or time run, not to mention something like interval training. Ifit wants to know every single details about you, your family and your dog and agree to whatever nonsense t&c they come up with. Actually I made unfair comment about t&c cause i haven't managed to read all these nonsense - I would have to spend more time on reading than running. Verdict well build treadmill with absolutely rubbish software.”

Helpful Report

Posted 6 years ago

“I am currently still awaiting delivery of my treadmill, the rower was delivered with no issue and is excellent. However after two days of arranging someone to be at my house to receive delivery and it hasn’t happened I am hoping third time lucky!”

Helpful Report

Posted 6 years ago

“Grand tour arrived with a noise from the front of the bike, I had to find the root cause and then fix the issue, poor customer support, poor quality. I wouldn’t recommend NordicTrack. I don’t suppose this review will be posted.”

Helpful Report

Posted 6 years ago

“Ordered my NordicTrack Grand Tour bike 10th January which I received within a few days. Assembly was straight forward however on using the bike for the first time I found that the resistance on level 1 was too difficult. It equated to a level 10 to 12 resistance on the bikes I use at my local gym. I contacted customer service who arranged for an engineer to repair the problem. However when attempting to removed the bolt securing the pedal crank arm it sheared because it had been tightened too much when it was assembled in the factory. The resistance problem has still not been resolved. The engineer will be returning in 2 to 3 weeks to repair. So, to date I have not been able to use the bike properly. Very disappointed to have these problems from a piece of equipment straight from the box and costing almost £1000”

Helpful Report

Posted 7 years ago

“Seven days ago our x7i incline trainer was delivered. Firstly the delivery people couldn’t get the box through our very wide door so unpacked it in the lorry. Then we put it together and plugged it in with excitement. Nothing happened! Finally today an engineer came out to look at it and announced tha5 it probably has a faulty mother board so now we have to wait for a replacement. One to be sent out. No idea when it will actually be working but not impressed so far.”

Helpful Report

Posted 7 years ago

“I still haven't been able to assemble the exercise bicycle I ordered because the screws were not delivered. I rang customer services and explained I did not have any screws, waited for 5 days only to receive a package containing three handles and an allan key. One mistake is poor service, but for two things to go wrong seems exceptionally bad. What process is in place for ensuring that the right parts are included in the packaging. ?”

Helpful Report

Posted 7 years ago

“I have purchased this to help be get fit for major cancer surgery but as yet not been able to get it to pick up a strong enough to down load any of the maps, my access time to use my bike is quite limited so sorry to say at this point i am very frustrated with my purchase.”

Helpful Report

Posted 7 years ago

“I was not notified by either Nordic or your delivery contractor that i had to make a call to arrange the delivery of the treadmill. I took it upon myself to call Nordic and that is when i was offered the option of calling the courier to get an update or indeed the telephone handler was happy to do it and get back to me. I opted to call them myself and was advised that it was my responsibility to contact them for delivery. When i purchased the Treadmill online there was a note suggesting they would get in touch within 2 days. One of the side panels was also broken which i have reported.”

Helpful Report

Posted 7 years ago

Hello Mr Donaghy, Thank you for leaving an honest review. I'm very sorry for the delay in which our carriers did try to contact you. They call the customer within 24-48 hours on receiving the order. Your order was recieved and processed by ourselves on the 30th and you were contacted within 3 days so there was some slight delay. I see the item has now been delivered so I hope you are enjoying the machine you purchased! Any further assistance feel free to get in touch.

Posted 7 years ago

“The delivery process is a shambles. Ordered on 22/5/17. Supposed to be delivered on 5/6/17 but did not arrive. Only have 28 days to register the 10 year guarantee from date of purchase. Not arrived yet and 28 days running out.”

Helpful Report

Posted 7 years ago

Hello Mr Macdonald, Thank you for your honest review. Unfortunately there were some issues when arranging delivery to your specific postcode as our carriers saw this as an offshore delivery which did delay the booking. In relation to the warranty extension, if you attach a note to the warranty card explaining what has occured I will waiver the 28 days of purchase policy due to the delay in yourself receiving the goods.

Posted 7 years ago

“The NordicTrack C9.5 that was delivered was damaged and could not be used. I managed to contact 'iconsupport' and have arranged a replacement. It appears that I have to assemble the faulty unit, as it is impossible to repack the trainer, or face a delivery charge. I also had to use an 0331 'phone number which has cost me £4 ish! Seriously unimpressed.”

Helpful Report

Posted 7 years ago

“On unpacking the bike, it was evident that there was a substantial amount of scuffs/scratches on the plastic casing below and in front of the saddle, which could not just be polished out. when. Put the bike together, using instructions which were much less than clear. On testing the bike and using the pulse monitors, these were no use at all as they gave completely erratic readings, both very much above or below the actual pulse rate which was taken at the wrist, by my wife, a medical doctor. As a couple in our seventies, we purchased the bike to use regularly to enhance our fitness, and a significant part of this is to be able to monitor our pulse rates to ensure that the achieve our maximum for age recommended levels. With the unreliability of the inbuilt pulse device it would be very easy to exceed the recommended maximum and do damage, possibly quite serious damage.”

Helpful Report

Posted 7 years ago

Hello Mr Murphy, Thank you for your honest review. I'm sorry to hear that you received your machine with slight cosmetic damage. Sadly, on rare occasions, they can happen which I can only apologise further. I believe this has now been resolved accordingly with our customer services. In relation to your mentioning of the hand grips on your machine, please see the manual for the details relating to this: "The pulse sensor is not a medical device. Various factors may affect the accuracy of heart rate readings. The pulse sensor is intended only as an exercise aid in determining heart rate trends in general".

Posted 7 years ago

“The software on ifit is so poor it is almost unusable. It took many attempts to log it onto our wifi, (when everything else seems to be plug and play) and when we did so it did not communicate with the website correctly. It did not give us a choice of routes on the console from our scheduled routes there was only ever one available, it did not always pick up when a route started, often the website showed a different route to the one on our console. To have any chance of this working I had to start the console fresh, have one only route on the website and hope it did not crash mid ride! Overall I'm very disappointed as the idea is excellent, it's such a shame that in practice it just doesn't deliver.”

Helpful Report

Posted 8 years ago

“I would if I could but I need delivery of the goods first. !!!!!”

Helpful Report

Posted 8 years ago

Hello Robert, its Josh from NordicTrack. Thank you for your review. I do apologise on behalf of our delivery company with the delivery failures, I believe this has now been resolved and I hope you are enjoying your exercise bike.

Posted 7 years ago

“Item was out of stock asked for email when back in.Received email to say in stock so I immediately ordered & payed then didn't hear anything for a week so I phoned & was told there was a mix up somewhere! I was told somebody would phone me the next day.i didn't get a phone call so I had to phone you again then I was told they were out of stock. I have now been told you will deliver one tomorrow”

Helpful Report

Posted 8 years ago

“Product quite good but very poor delivery service and damaged on arrival.”

Helpful Report

Posted 8 years ago

Hello Chris, its Josh from NordicTrack. I'm very disappointed to hear about the possible damage that was caused during the delivery of your item. Have you raised this with the delivery company? As they will be able to help rectify this issue.

Posted 7 years ago

“Great equipment, clear assembly instructions, no issues on that side. However I contacted nordic track after unsuccessfully trying to get the IFIT to activate in Ireland and despite assurances I would be contacted to resolve the issue I have had no contact whatsoever. The bluetooth in both the treadmill and the crosstrainer I purchased require the IFIT to be activated so thats immobilised as well. I had been assured that Joshua Brooks who had previously emailed the activation code would be in contact. If its the case that IFIT does not function in Ireland then I would have purchased much less expensive machines elsewhere and if it`s not would someone in customer services please contact me asap.”

Helpful Report

Posted 8 years ago

Hello Mr Larkin, its Josh from Icon Health and Fitness. I'm sorry to hear that you have not had a positive iFit experience. I believe this has now been resolved and it was outlined that your internet's connection was the fault which is why your iFit was not working. I'm glad we got the issue resolved together and I'm hoping you are enjoying your machine! Any further issue's feel free to drop me an email.

Posted 7 years ago

“There is no UK food brands on the database so therefore the nutrition part of the app is useless. Why sell in the UK if you can't fully utilise all parts of the device. SORT it out!,”

Helpful Report

Posted 8 years ago

Hello Mr Fletcher, its Josh from NordicTrack. Thank you for your review. I believe this review is in relation to our iFit wearables application for your device. As iFit is based in the US you will see mainly US food brands at first however I believe iFit are now updating their system to show UK food brands or UK foods.

Posted 7 years ago

“Power supply is faulty”

Helpful Report

Posted 8 years ago

Hello Anna, its Josh from NordicTrack! Thank you for your review and I'm sorry to hear the power adaptor received with your Elliptical was faulty. I believe this has now been rectified which our customer services has been in contact to supply a brand new power adaptor. I hope you are enjoying your machine.

Posted 7 years ago

“Purchased an exercise bike using 0% facility, but due to an error on the finance house computer system could not complete the documents online and when questioned agreed to post them out to me. These documents never arrived and two weeks later Nordic Track sales team have never followed me up to question why I never completed the sales agreement. Shame as I would still like to purchase the bike to go with the other Nordictrack equipment I have in my gym? Their loss I guess, but then they may already have enough customers?”

Helpful Report

Posted 8 years ago

Hello Glynn, its Josh from NordicTrack. Thank you for your review. I'm sorry to hear about your disappointment with our finance system. We do receive a lot of finance orders which we do pick up on and contact customers to see how they got on with their finance order. There is no excuse however as to why you were never contacted but as per their system they were awaiting the customer to contact them in relation to the documents so that is perhaps why you were not contacted as we thought Barclays was helping you through this. If you require any assistance in relation to your order or the finance agreement please feel free to contact our sales department.

Posted 7 years ago

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Within 5 Days
On-time Delivery	97%
Accurate And Undamaged Orders	Greater than 79%
Customer Service
Communication Channels	Email, Telephone

NordicTrack UK Reviews