Henry C.

This company is absolutely horrible to deal with and even worse at supporting customers; they are simply not worth buying from. The sale of a bike was quick and efficient, but every single thing after that point was a disaster. I received conflicting messages on the delivery of my item and the status of where it was. Calling the company was a nightmare - I would constantly end up in the Sales department, even though I wanted to speak with someone in Customer Service. I would call, repeatedly, and be told "I can't help you, let me transfer you" and when I finally connected with someone, they were just as confused as I was; completely unable to help. They transferred me to the Warehouse/Shipping department and that person was horrible to interact with. Beyond not caring, he clearly lacked customer service skills and could not clarify what the issue was. The Billing department was unsympathetic and simply did not care. The website chats were ineffective; I would ask for Customer Service and would constantly get Sales department. After that debacle, I received the item and decided to return it, which turned into a new nightmare. The website link in their e-mail did not work. I would enter information into their website for my return and get an error response. I called and got transferred to the Returns department on Tuesday, December 29th, 2020 and waited on hold for 2 hours and never spoke with anyone (I hung up after waiting 2 hours, out of frustration). I e-mailed and never got a response. I used the live chat on the website and, again, got the Sales department - "Sorry, we can't help you". I repeated asked for an escalation, support from a supervisor, manager or someone in leadership and got nothing. I called, again, and got transferred to the Returns department where I waited, yes, you guessed it, for 2 hours on hold. After 2 hours and 3 minutes, someone answered. This company is horrible. The Sales group is okay, but every single person after that is miserable to deal with and worse to communicate with. It is shameful that I have to pay to return this pos item considering the miserable experience I had. If this is how Nordictrack regularly does business, no wonder Peloton is beating them at this service. Which, is were I am going back to... I previously owned a Peloton and decided to try nordictrack... what a huge mistake that was. Even though Peloton is more expensive, they are worth it. Their Customer Service is 100 times better.
I will be protesting the 10% restocking fee of $250 considering I never used the bike, so this is completely unfair and unethical to be charged for.