ICON Health & Fitness Reviews 14

Customer support terrible
Spinbike bought via Sweatband on 23rd October had a faulty thread on the pedal crank. Needed numerous e-mails to try and get the new part which they insist that an engineer fits. Was on hold for my latest call to their support line for over 2 hours before I gave up. am now looking to get my money back as have 0% confidence that ICON are capable of providing any level of customer support

I purchased from Powerhouse Fitness (PHF) a NordicTrack 2950 treadmill with delivery and installation early July 2021. The machine was delivered and installed later that month. The machine developed a fault late October 21. PHF informed me that any warranty issues are dealt with by Icon Fitness. Icon fitness sent out a technician on the 21st December 21 who advised that a number of parts needed to be replaced. They returned on the 26th June 22 with the replacement parts all of which were second hand and damaged. The technician refused to fit them and reported the parts not fit for purpose. Because of the length of time it was taking to resolve, Icon agreed to replace the treadmill for a new one but would not install. I explained that i had paid for installation originally and that i should not be out of pocket through no fault of my own. Icon informed me that as i purchased this from PHF it was their decision to make. I therefore contacted PHF who have basically washed their hands of it and said they would not install the new machine even though i paid for installation originally. I Have asked both companies if I can have a full refund including the original install cost but have been informed that neither will not refund the original install cost.

I have had a Nordick Track 14.9 commercial elliptical for 10 months (see separate review on that). The unit has developed a squeak, a loud one, as in it wakes people up loud. I have been speaking to icon support regarding this issue for 11 days. so far no result. Icon DO always respond, on average in 1 1/2 days, but we do seem to be going round in circles a bit, so far no resolution to the problem, will continue to post here as things go.

First contact to support 4th April - midday

20th April 1.30pm NordicTrack still responding as we work the problem together. Solution not clear yet.

22nd April - after an email chase I have now had confirmation that an engineer repair will be coming when parts arrive. the engineers have also called to confirm.

29th April - no new yet on when parts will arrive

6th May - no news or update on when parts will arrive

9th May - engineers called to confirm date for repair next week. Unfortunately the date is not convenient for me so it looks like I will have to wait a month+ until they are back this way.

15th May - the situation is now further complicated by the separate issues with the iFit console. Because the support is not provided by one company I am left to juggle the replacement console between iFit and Nordictrack UK.

At this point it is unclear when the unit will be repaired as I am waiting for an update from the UK business (Icon - who sell Nordictrack) as to if they will honour the commitment from iFit USA (who support the console) to replace the console under warranty.

Speak as you find. I had a problem with a product which was fixed under warranty. It developed further issues but I experienced a good response from Customer Services. The matter went on for three months due to one reason or another but never did they fail to respond to my emails. OK, it may take 24 hours to get a response but that wasn't a problem for me. The matter was finally resolved to my complete satistaction

After spending over £1700 on a S15 bike the console stopped working after 14 months. They want £500 for a replacement console despite having registered the warranty on their website, bearing in mind this was a direct purchase and not via a third party so already had my details!

Worst customer service and advise everyone to steer clear unless you want a lot of hassle in the future

Nothing but problems with the Nordic treadmill and then eventually they refused to do anything said it can't be fixed and to return it (after a year of waiting for them) Now they have collected it and 3 months later still waiting for our £1500 back. They don't return calls or emails and have no idea what customer service is. Appalling service

Icon, it’s in the name: i’con’
Back and forth for a damaged item. They collected the damaged item after months of having to contact them! Collected the item and refusing to provide refund! £800!!
Advise to avoid this company at all costs. They do not care about their customers!

Rubbish service with a NordicTrack rower that did not even last more than a year and a half considering its price. Complained to the store and this insurance company Iconeurope asked me to fix the equipment after supplying the part which took forever to get to me. They also sent a confusing email that a new replacement will be provided,so am at limbo as to which one am supposed to get. An Engineer to fix the faulty one or a replacement.

Our Proform Smart 10.0 stopped working 7 months ago (just before it's 1 year warranty expired). It was a battle to get Icon to agree to repair it initially (as i emailed them just after that period) and we are still waiting for the part to arrive so its been out of use all this time.
As an addition, the bike itself didn't seem to adjust to the settings of the iFit work outs appropriately making instructor led spin classes frustrating. I won't be buying from this brand again based on my experience.