Head Office
NordicTrack
1500 S 1000 W
Logan, UT 84321
United States
Customer Service
Phone: 1-888-308-9616 (US/Canada)
Phone: 1-866-896-9777 (US customer service)
Phone: 1800 993 770 (Australia)
Phone: 01924 847485 (UK)
Phone: 881 254 372 (Spain)
Phone: +33 (0) 1 73 77 90 23 (France)
Phone: 02 89 98 21 54 (Italy)
Email: customerservice@iconcanada.ca (Canada)
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About NordicTrack
NordicTrack is an American brand selling quality fitness equipments. Established in 1975, the company is headquartered in Logan, Utah. Part of Icon Health & Fitness, the company’s popular products include the Nordic ski machine and incline trainers. Founded by Edward and Florence Pauls, the company’s products are not only sold at retail stores but also on the website. Besides US, NordicTrack has operations in the UK, Australia, New Zealand, Canada, France and Italy.
NordicTrack’s products that can be purchased online include treadmills, ellipticals, incline trainers, freestrider, exercise bikes, rowers, skiers, cardio work out machines and accessories. Popular models you can look for include Commercial 1750, Commercial 2950, X7i Incline Trainer, X11i Incline Trainer, C-series treadmills, FreeStride trainers, SpaceSaver, A.C.T. Commercial, Grand Tour series, Fusion CST, RW200 Rower, Classic Pro Skier, iFit Link, to name a few. NordicTrack manufactures and sells products that are top-notch. The incliners and treadmills come with top features such as adjustable tablet holder, noise reducing design, workout fans, cushioning, heart rate monitoring and preloaded workout apps.
If you are not sure about what product is best for you, you can request a free consultation. You can also request a free information kit with details. As for purchasing online, all product listing have detailed information of the product, with specifications, sale price and reviews from customers.
Products can be ordered online using Visa, MasterCard or American Express cards. You can also track status of your delivery directly on the website. As for return policy, the company offers a 30-day trial period on all products. Returns must be arranged within 30 days of receiving the product. A 10% restocking fee is charged on all returned or canceled products.
Looking for a part? Use the search on the website to locate parts as well as manuals. For warranty and other details visit the website. The treadmills and incliners carry a 5-year parts and electronics warranty, and a 2-year labor warranty. For more information or queries on payment, refund, cancellation, shipping, warranty, technical support, installation, or others, reach the NordicTrack customer service.
I am so unhappy with Nordic Track! My husband and I finally decided to put all of our saved holiday money together and buy a Nordic Track treadmill. Due to Covid, things have been very hard and so we decided to purchase this treadmill in time for Christmas. This was around Thanksgiving. We patiently awaited a call for a deliver date. When we were contacted about a date for delivery, my husband and I rearranged our schedules to be home in order to receive the treadmill delivery. No delivery came and when we contacted the people who were supposed to deliver the treadmill they lied and said no one was home and we would need to reschedule the delivery. We were aggravated as we had wasted an entire day awaiting the delivery. However, what is even more disconcerting is that when we contacted Nordic Track directly, they said that our treadmill is listed on their computer as “delivered!” I can assure you that we have no treadmills in this house. It is a blatant lie. Now Christmas is on Saturday and no one had the decency to follow up and set a new delivery time or at least let us know what is happening with our purchase. We spent a lot of money on this treadmill that we honestly didn’t have to spend and now we have nothing! There was no rectification of this incident and no one seemed to care that we are being deceived. My next call will be to report this issue if something is not done soon to rectify this situation. This is horrible! What an unmerry Christmas! ?
Lauren
We are going exactly thru the same issue. No body really cares. We are getting same run around. No product was delivered and customer service says it’s been delivered and just brushes us off. They’ve brought my wife to tears. Still no answers after 18 days on the phone with them 2 hours a night. Frustrating as it may be, I can’t blame customer service. To me, It looks like a company culture that limits the people who actually talk to there customers.
No managers or executive will pick up the phone. We’ve tried with no success.
I am writing to describe the horrible warranty program of Nordic Track. I will never buy another product from Nordic Track. I have a RW200 Rower and it is experiencing a clicking sound everytime I complete a rowing stroke. My rower is still under the one-year warranty period. I called to complain about the problem. Before I could proceed with my issue, I needed to send a 10 second video showing the problem. Next, I was told by the customer service representative that I need to trouble shoot the problem and describe the cause. I did not want to take apart the rower and perform a diagnostic before a service technician could be sent out to repair the issue. I cannot belive a customer who pays for a quality piece of exercise equipment is expected to jump through all these hoops before the problem can be resolved. I will just live with the problem until the machine fails and buy from a quality and well respected vendor the next time I need a piece of equipment. And I will definitely not recommend a product from Nordic Track to any of my friends.
My nightmare begins the moment I ordered my Norditrack elliptical. Waited 2 months more than the original date. Delivery was the worst ever.
Putting it together took 4 hours at least. Cheap parts and bad instructions. Audio never worked.
After all the bad feelings with this machine and bad customer service experience. We finally had enough! Return process is taking even more frustrations…..After calling customer service 20 plus times. After waiting for pickup two times and not showing up. No one taking responsibility for all the irritation and inconvenience. Still waiting to return after 4 weeks.
Never again will we ever buy a Norditrack again.
If anyone could help me with a contact # to handle this situation is appreciated.
Shearl (frustrated and upset ?)
Never buying from Nordic track ever again ordered my treadmill a month ago and still nothing. It was originally damaged so the shipped out a new one and then lost it. There delivery company and Ryder have no communication how does one item take 2 weeks to cross half of California and they still don’t know where the item is. Asked for a refund and they said it could take a month. Horrible customer service
Buyer beware: customer service is beyond terrible. Told order would ship in four days – didn’t ship for ten. Received notice that order would be delivered on a Saturday between 4:30 and 8:30. Never showed. No phone call or communication as to why. Customer service no help. In fact, customer service told us to make the phone calls to find it. Finally came a week later. Overall an awful experience and would not recommend. Horrendous customer support and service
I have to fully agree with the poor customer service. I’ve waited on hold over two hours with no answer. I ordered a VR21 bike for $1100 and never got it. ICON claims it landed at Ryder’s warehouse, but Ryder says it never did. When I said I wanted a refund since it’s been almost 2 months, they said to call customer service. This is an endless circle and I’m out $1100 with no path. I might still be able to dispute the card charge, but it may be too late. I thought this company was reputable and I could expect the product. I offered to pick up the unit from the warehouse, but was told I can not. I suspect someone wanted a Christmas present, so simply took it instead of scanning in the unit when it hit the dock.
Do not buy anything from NordicTrack! The customer service is beyond horrible. I had a billing question and was on hold for an hour the first time I called. They were supposed to get back to me with the answer to my question , and surprise, they didn’t. Currently been on hold for one hour and thirty minutes to talk to someone. They are available and willing to help you buy a machine, but once you do, they could care less about customer service.
I am not very happy at all with my Nordictrack purchase. I was lied to regarding assembly and charged 299.00 for someone to take it off a third party vendor’s truck and place it in my garage. I then spent 1 hour plus trying to get help from customer service in regards to putting together said piece of equipment through their list of third party vendors which ended up costing me another 168 dollars.
Bought an RX800 rower in Europe and the quality of the machine is appalling – we know it’s made in China but for a ‘quality’ branded piece of equipment you’d expect better engineering or at least more stringent quality control checks before letting stuff out the factory to your customers. The RX800 is the EU code given to the same RW200 machine. The problem is that the fan wheels (the most important part for providing air resistance) are totally buckled, so much that when they spin the touch the casing and or frame of the machine. I’ve seen other complaints on youtube demonstrating the same on RW500 and the comments are that the customer service refuse to change the machine or part??
NordicTrack Treadmill
Model # NTL14815.4
Serial # MM201R0401914
We purchased the treadmill from the NordicTrack website on June 23, 2019. It was delivered on July 11, 2019. It was assembled, and it did not work. Customer Support was contacted on July 12, 2019.
It has not worked since we assembled it. When my son, Jonathan, called for repair, they sent the control panel to replace. They told us that they could not send out a technician for this repair, and that we would have to do it ourselves. (Contrary to warranty).
We replaced the control panel, and the treadmill still didn’t work. So they sent out a control cable. Again, we were told that a technician could not be called and that we should do the repair ourselves. (Again, contrary to the warranty).
We attempted to install the control cable, but found this impossible to do.
We called again, and were (finally) told that a technician would be sent to deal with the problems. It would take up to five business days for the tech to call.
We finally got a call, asking for yet more information, and telling us that a tech would be called and that it would take several more days for that call. Then the tech would schedule an appointment, which could take even longer.
Yesterday, after I commented negatively on several NordicTrack Facebook posts, they responded via Messenger that they would see about expediting the service call. The tech came today. After spending less than ten minutes here, he determined that it was the console (the second one) and that he would let NordicTrack know and they would have to order another console (the third one) and then the tech would contact us for an appointment.
Although I love my elliptical, NordicTrack’s customer service is appalling. My machine is making a loud noise, needs servicing, & is under warranty. I have tried many times to reach their customer service, but at this point I don’t believe anyone actually works there; it’s just a series of pre-recorded messages with various excuses as to why they are not available. Completely fed up. DO NOT buy any exercise equipment from this company, as eventually you will need help & will not get any.
Nordictrack leads the field in lack of customer service. They
could show everyone one up by NOT being the same worthless company that have forgotten customers after money was paid, but they would rather be the worst of the other companies. I spent 50 min just waiting for them to answer then they tell me I have the wrong department.
I have been trying to return a Nordic Track treadmill for four months. I have called and emailed with customer service at least a dozen times. Every time I am promised a call about picking it up within 48 hours, which rarely happens. When they do call, they schedule and never show up. During the sales process, I was not told that the product only worked with IFIT.
I own my second Nordictrack. I love the product … but, it has been my experience that Customer Service should be called “We Won’t Help You.” I have had more than one bad experience with Nordictract Customer Service … but, I think this lack of caring goes too far. It was necessary for me to move my treadmill (Model No. 2460.8 into another room. The console needed to be removed as it would not fit through the door. Customer Service said, that, all told, the price would be approx. $300 to take apart, and then put back together. I was told that I was responsible for moving the equipment within tirty minutes of it being taken apart. If not, I wold b charged for what was accomplished. If I wanted o do the work I should refer to the User’s Manuel. I did the job with the help of my wife. Not an easy task. I will be careful before another piece of equipment, and I will not buy it from NordicTrack.
I do NOT recommend using this company. If you cancel your order within 48 hours, they will claim it did not make it to the warehouse in time and they will charge you 10% restocking fee AND $250 to return the equipment. Not to mention they never communicate with the finance company so you are stuck paying a bill for 90 days while they figure things out! Check out the BBB before you buy! I should have!!!!
If you purchased a NordicTrac machine in Canada you’ll be dealing with Icon Canada. Should you need repairs or replacement parts, GOOD LUCK! We are extremely unhappy with customer service, it’s non-existent actually TERRIBLE!!!! Don’t buy their products because their after-sale customer service is the worst we’ve even seen. Good luck getting replacement parts, even for just a few screws. Their customer service doesn’t even answer the phones, you have to use an automated system. Like the comments listed above, we are very unhappy with this company. Check out other negative reviews about this company on internet, avoid at all costs unless you want to get a major headache.
Icon Canada has poor business ethics and their customer service is absolutely horrible. Apparently they are the only contact you can deal with if you purchased a NordicTrac machine in Canada. Their customer service is horrible, our calls go unanswered, leaving us in the phone queue for over 20mins each time. Important to know we’ve called over 20x and have yet to get to speak with a rep. They answer emails though, only to tell you they don’t take online orders and we must call in with payment info.We paid to have our elliptical assembled. The technician was nice but didn’t have replacement parts and 5 weeks after we’re still waiting for him to deliver the missing bolts. Avoid the company at all costs, customer service is 1/10 and that’s because I didn’t want to put 0.
The $1,299.00 elliptical I ordered is missing a part, the front stabilizer cover and there is no serial number on the machine so I can’t register the machine. I purchased the elliptical through AAFES on-line. There was also no manual or assembly instructions included. Not happy with the purchase at all………