The Treadmill Factory Reviews 

I had an excellent experience working with Ryan at The Treadmill Factory in London. From the moment I walked in, he was welcoming, knowledgeable, and never once made me feel pressured to buy anything.

I came in looking to build a home gym that would support my long-term health and fitness goals, and Ryan took the time to understand what I was trying to accomplish. He explained the pros and cons of different equipment, answered every question I had, and made recommendations based on my goals rather than trying to upsell me.

His knowledge of home gyms, strength training, and how to set someone up for success was incredibly impressive. I left feeling confident in my purchase and excited to start my fitness journey.

If you’re looking for someone who genuinely cares about helping people and knows his stuff, I highly recommend asking for Ryan. Thank you for making what could have been an overwhelming purchase such an easy and enjoyable experience!

Professional and friendly staff. Made the process easy to pick out a tredmill and help me out with my fitness needs. I will be coming back for other stuff.

Excellent experience! Would definitely recommend to all my friends and family.

The treadmill factory is definitely my favourite place to buy from, Connor in particular provided great customer service and patience.

I just purchased a non motorized treadmill, Ajan was a real asset to talk to and deal with. Kind ,courteous very professional and extremely knowledgeable about the product. Would definitely deal with Ajan a definite asset to the organization.

I would write less stars if I could. From start to finish, I’ve had a terrible experience with this company. One of the most misleading websites in Canada. Consumer should not have to read the fine print to figure out how an order is going to process. This company is a joke and is deceiving.. you do not get a $25 coupon on most things in the store so don’t sign up for those terrible newsletters that fill up your junk mail. Also, when it says free delivery read the fine print it’s not. This company wants to claim they have the best price but then get you on the delivery. It’s robbery plus when you do get a hold of customer service, which could take weeks. They are very condescending and they use cut and paste off their website to explain themselves. Nobody has time for that.

I would put 0 stars if I could. Awful customer service no wonder they lack their BBB accreditation. Received a defective treadmill back in november, two weeks to receive the missing parts and another two weeks for technicians to come just for them to realize that the issue came from the factory and nothing could be done. Then we go back in forth with emails and phone calls between the merchant and the factory, to sum it up: No refund until the treadmill factory sends their report. Plot twist ? No answer. It has been three months now with a defective treadmill in my basement, no answers, no refunds and one to many headaches. Avoid the mistake i made if you still can. Hopefully I’ll get my money soon.

The exercise bike we purchased had a great price and was presented on their website as new. Unfortunately, we received a used and damaged one and all attempts we have made to discuss with the company have not been responded to.

I bought my Horizon 7.0AT at The Treadmill Factory in Markham and everything from salesman Kyle Dow to the installation team of Ahmadzia and his 2 great workers did a expert delivery and set-up in record time. My machine works great. Thank you for the professional service.

My experience with The Treadmill Factory has been nothing short of infuriating. I placed an order on December 8th with a clearly stated processing window of 2–7 business days. Instead of shipping my order on time, the company waited eight business days—the day it should have shipped—to suddenly inform me that they “couldn’t” ship it for the price they themselves charged me. They stated it would bedouble the original shipping cost, claiming the real total was $665.56 after tax, even though I had already paid ~$305. Their idea of “helping” was covering a pathetic $25 of their own mistake and expecting me to pay the remaining $305.68.
I expressed my frustration and asked for a clear timeline. Their response? A robotic, dismissive message that ignored everything I said. After I paid the extra invoice—money I should never have been asked for—I again asked for an updated timeline. No reply. I followed up on December 24th. No reply. I followed up again on January 5th. Still no reply.
So to recap:
They took my money.
They asked for even more money.
They ignored every reasonable request for information.
But they had no problem sending me near-daily promotional emails while refusing to answer a single question about the order I already paid for.
This company has shown zero transparency, zero accountability, and zero respect for customers. The way they handled their own pricing error—then ignored me after taking additional payment—is unacceptable. I would strongly warn anyone considering buying from them to think twice. This was one of the worst online purchasing experiences I’ve had.

Regional manager, he was rude and aggressive.

It is especially troubling that this same individual appears to have written a 5-star review for his own store, clearly trying conceal an ongoing pattern of poor customer service.

I ordered a ProForm Studio Spin Bike Pro from Treadmill Factory on December 1st. Shipping was advertised as free.

The bike shipped on December 5th, but tracking updates quickly stalled. The item sat at the local carrier facility in Ottawa for days with no delivery date or delivery attempt. I contacted both the carrier and Treadmill Factory multiple times seeking an update, but received no meaningful progress or timeline.

After waiting well beyond the expected delivery window and still having no confirmed delivery date, I requested to cancel the order before it was received. The bike was never delivered!

Despite this, Treadmill Factory classified the situation as a “return” and informed me they would deduct outbound and return shipping costs (over $70 in each direction for a $299 bike) from my refund — even though shipping was advertised as free and the product was never delivered.

Customer service repeatedly relied on policy language rather than addressing the fact that the item was undelivered and the cancellation occurred prior to delivery. As a result, I was forced to escalate the issue through my credit card issuer.

This experience left me with little confidence in their delivery coordination or post-purchase support. Buyers should be aware that “free shipping” may still result in significant charges if issues arise before delivery.

Received a treadmill from Treadmill Factory, and it didn’t work right out of the box. Been two weeks now, still not working and they take ZERO responsibility for it and say it is the manufacturer that has to take care of it. DO NOT BUY from these scamming SCUM BAGS.

Do not shop here, worst customer service. Great at selling you items, but customer service is non-existence. Aggressive and condensing manor from staff. 42% of 1 star reviews says it all, wish I had seen these before making my purchase!

I bought a stationary bike in July 2025 and the console broke 90 days later and I still can’t get it fixed-November 2025. Horrible customer service and warranty.

I’ve been a customer for a number of years now and always like seeing all the new stuff they got. The advice from the staff is always so helpful. It’s still my favourite place to shop for anything fitness related!

Great store with a wide range fitness equipment and plenty of demo models to try before you buy. The staff were friendly, knowledgeable, and genuinely helpful throughout the entire experience!

The salesman on the phone was very patient with me figuring out shopify and managed to get my treadmill to sarnia without issue.

I’ve shopped at the Treadmill Factory many times and have always had a great experience. The staff were extremely helpful and went always went the extra step for me. I’d highly recommend these guys.