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Treadmill Factory

375 Wellington Rd, London, ON
23 reviews
Claim this business Last updated: Over a year ago
About Treadmill Factory

Since 1988 we have worked hard to bring to you the ultimate fitness equipment collection The Treadmill Factory is an industry leader in providing premium quality fitness equipment at affordable price Go to full description...

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Treadmill Factory, London Reviews (23)

2.7
23 reviews
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By Leia G on Nov 10, 2020
This company responds right away when you're looking to buy, but they will do anything possible to not take back a product. They sent me a faulty piece of cardio equipment (unusable), I sent pictures to them, but they wanted me to go through the repair process instead of taking back the unusable and unused machine. This was a factory defect and not my responsibility. Furthermore, they're using the pandemic as an excuse not to take back products- it's almost laughable. Yet, they want me to have a repairman into my home during a pandemic? They have no desire to keep consumers coming back- they just want the sale. So, if you don't care if they send you a faulty machine and won't take a back, go ahead and buy from them; if it's a problem for you, I would steer clear of this company. They will not budge- they will do anything to force you to keep a bad product because they don't care if you return as a consumer...They just want a quick sale.
By john browett on Oct 06, 2020
I purchased some steel clubs from Treadmillfactory.ca, placed my order on July 6th, 2020. The order process was seamless at the front end, then a few days later the FedEx driver arrived at my door said one box was empty and to just contact the shipper and have them send a replacement. The item missing was a 25lb club (a weight) - in my opinion, this would be pretty hard to lose rolling around in a FedEx truck. I never saw the box from FedEx to confirm it was empty as the driver did not present this to me. Since then I have been trying to sort out where the missing item is, a replacement for it, or a refund of my money - $89. After calling Treadmill Factory and leaving voice messages with no response, emailing them 8 times with no reply, online chat (which I did get through but with no help as they told me to contact a different department) and I also filled out the online web support forms for a missing item 4 times with no one getting back to me. FedEx has also been useless in tracking down where the 25lb round weight is. In the end, I'm out $89.00 and many hours of my time to try to sort this out. If you use Treadmill Factory I would only do it in person - do not order online.
By Lyndsey Ryan on May 06, 2020
I hope people read this before placing an online order!!

I placed an order on April 1 and within days received an email saying "your order is in line to be shipped!" and my credit card charged a few days later. I sent them an email two weeks later asking for an update and if there was an issue. I was told it would be fulfilled by end of the following week. When it wasn't, I again asked for an update and if I could pick it up. I was told it would be prioritized. Then, five weeks after my order, I received an email stating they had no inventory and I would be refunded. I called but they aren't answering the phones - straight to a busy signal. I emailed asking for an explanation and hoping it was a mistake but got a few (unsatisfactory) words back.

I totally understand fitness equipment companies are overwhelmed with orders and working short-staffed to keep their employees healthy and I even appreciate that. But if you cannot process the orders, don't take them...and don't charge peoples' credit cards before you know if the item is even available.

Since the pandemic, I have ordered from Fitness Avenue, Fitness Depot and Treadmill Factory. Save yourself the headache and use the other two as Fitness Depot doesn't charge your card unless something ships, and Fitness Avenue, while delayed (four weeks for our order to be delivered...pretty good!), still got us our items. Based on my experience, it is possible that any inventory TF shows they have online may actually be a discrepancy in their system but they will take your money and it will take them 6 weeks + to figure it out and notify you.

Finally, since this happened I checked Treadmill Factory out on BBB and saw another customer had a disappointing experience and the company's response was shocking. It is clear they cannot deal with the increase in volume and customer service is not a priority. Not the kind of place I will ever buy from again.
By zuzu muzu on Mar 30, 2020
Very poor customer support. They are as incompetent as they are unfriendly. Better you buy somewhere else.
By Joseph Assalian on Mar 11, 2020
Will not order from The Treadmill Factory. My wife ordered a treadmill through their website, but received an email next day saying they had to charge 50$ extra for the shipping. Their terms and conditions do say that they cover major Canadian cities, and Montreal is the second most populated city in Canada, so it should be free as stated.
By RoadHog on Mar 16, 2017
It seems that it is the practice of the Treadmill Factory to lie to their customers post-purchase. You cannot expect them to honour a warranty service request if your high-end equipment breaks down. Countless phone calls, e-mails, and personal visits have yielded nothing but lies and stalling and less than satisfactory results for almost 6 months now. I am fed up with the Treadmill Factory and all of the staff that it has been my displeasure to interact with. They say that a solution is always 2 or 3 weeks or a month away. The lack of benefit resulting in the inability to use the broken equipment that they will not fix has resulted in weight gain, blood pressure increase, loss of muscle mass and generally poorer health conditions. This is their thank-you for a $1500 purchase at their store. I would not recommend any future purchase with the Treadmill Factory.
By Scarlet Chicken on Jun 10, 2016
Bought a treadmill from the London store in January 2016 and by February the interior belt for the motor and a roller were shot. Calls to the store and corporate office in Markham for an explanation and to have the product repaired have gone unanswered. They do not stand behind their products, warranties and take no pride in their customer service. Fast forward to June and a $1600 dollar investment from this company sits in disrepair. Run away as fast as you can. The only reason they get one star is because I am obligated to fill it out.
By Scarlet Chameleon on May 30, 2016
Treadmill Reviews


First of all I apologize for a long winded review however this entire issue has been dragging on for months thanks to inadequate customer service and honouring warranties for the products you sell.

On January 9th 2016 I purchased a Nordictrac X7I Treadmill from the London store. This treadmill was sold as being almost right out of the box and a guaranteed parts/warranty and service plan. After taxes the total investment was over $1800

By the of January, beginning February 2016 a loud knocking began to occur from underneath the unit. Upon inspection it was revealed the belt controlling the pulleys was starting to shred already. A call was made to the London store and a service call generated. On Thursday February 11th a technician attended and upon inspection advised roller/pulley belt and a roller itself needed to be replaced already. Use of machine than discontinued due to concern that further damage may occur and the belt go completely. The technician advised the required parts would be ordered but could not provide explanation as to why the parts failed so soon

On Saturday March 19 2016 I had yet to receive a call from anyone regarding parts/service. I once again contacted the London store and once again explained the circumstances and was advised someone would be recontacting me on Monday March 21 2016 for explanation as to why.

On Wednesday March 29th i had still received no call or follow up from London store so I then contacted the "Treadmill Factory" head office in Markham, Ontario about my concerns and experiences with the London store. I subsequently spoke with a manager (Steve) who stated he would research the issue and get back to me. To his credit he was the only employee throughout this whole ordeal to keep his word and call me back. He went onto to disclose that the parts were on order from Nordictrac and in transit for repairs to be affected. I was assured me he would monitor the issue himself and would follow up with me.

Fast forward 5 weeks later on Wednesday May 4 2016 I had still received no word or contact on an update as my machine continued to sit in a state of disrepair. I then recontacted Treadmill Factory service department in Markham to address the concern with Steve again but was put in touch with sales/service. THERE WAS NO RECORD OF MY PREVIOUS CALL, NO RECORD OF MY PARTS ORDER AND NO SERVICE CALL GENERATED. I once again explained the entire saga only to be told that the person whom had recently been in charge of service and parts had been incompetent, failed to place orders and as a result was let go by the company. As a result I was requested to fill out an online service ticket detailing my issue and forward it to the company. I then requested to speak with a manager who was unavailable but shortly thereafter received a call from "Adam"the new store manager for London. Adam assured me the matter would be handled promptly and he would be in touch upon receipt of parts.

On Wednesday May 18th 2016 I still had received no words on parts/repair and contacted the London store to speak with Adam. Adam had no recollection ofme, my complaint or history and asked if maybe I had been speaking to one of the other store managers. I then repeated the issue once again and listened as excuses were made yet again as to why the parts have not been ordered. He could find no record of my online submission and could not provide a timeline on repairs as the parts/service section are busy. Famous last words were that someone would be in touch.

As of Thursday May 26th I have yet to receive any feedback and as a result initiated a complaint with the Better Business Bureau. This entire experience has been a nightmare and I regret making this purchase.

Take your money elsewhere
By Charcoal Beetle on May 22, 2016
Do your research before you go here ! they will try to sell you anything just to make the sale ! Lots of staff turnover .
The staff has Zero knowledge , and there is no long term customer care or consideration , you will also see that the inventory product brand's consistently change which tells me they go with what is cheapest at the time , no brand loyalty either , This also contributes to not being able to upgrade any equipment as they no longer sell that brand . definitely not the store for the experience person to purchase from ! the parking and access is horrendous !
By Cinnamon Hyena on Apr 11, 2014
I bought a couple of Strength bands and after several months of hard use one of them nicked and broke. I brought it back to Mike and he gave me a deal on a few new ones. I didn't have any problems like the other guy complaining about his $10 band that wore out.
By Nicky on Apr 11, 2014
These guys are great. Adam sold me an Octane elliptical and I absolutely love it. The delivery guys were fantastic too.
I have 20lbs since my purchase
Thanks Treadmill factory!
By Arbi on Apr 11, 2014
I wont shop anywhere else but the London Treadmill Factory. Great selection of equipment and fantastic service and Cheap prices.
By Red Lobster on Mar 25, 2014
I went to the treadmill factory looking to purchase a treadmill and a gym. Mike was extremely helpful he made a few suggestions and had us try out a few treadmills we were very impressed with the True ps300 with the orthodic belt our Torque F7 functional trainer is amazing Mike set us up both on a extensive fitness program. My wife has lost 25 lb so she is very happy! We would higly recommend Mike and his staff to all our friends and staff
Thanks
Tim and Julie
By Gray Sheep on Mar 24, 2014
I would like to thank Mike Matous and his delivery staff for
helping us get started on our fitness program. When we first went into the treadmill factory we did not have a clue on what to look for Mike was very professional he took the time to explain the difference On qualtiy fitness equipment and cheaper products set us up both for me and my wife on a fitness program for both our True treadmill and on our Torque F2 functional trainer It has been 8 weeks now and we have lost weight and feel better. % star all the way!
Thanks Again Mike
By Rose Anteater on Mar 21, 2014
I went in to the treadmill factory today to purchase a foam roller. I was greeted at the door by Adam. He was very friendly and polite. He recommended a few option and gave me a demonstration on how to use it properly. Our family is in need of a treadmill and I will definitely be back to make my purchase.
By DENNIS on Mar 21, 2014
I purchased a bodyguard treadmill 9 years ago. it just now needed a little bit of service. I went in to see Mike at the
Treadmill Factory, he reccommended a clean,lube, and adjustment. We started talking about Rowing machines. Mike reccommended the Concept 2 and also the R100. I ended up purchasing the concept 2 we have had a few service issues with it but Mike and Evan has helped us every step of the way!
By chuckit on Nov 01, 2013
I've been in a few times because in London there aren't a lot of options. The guy is dishonest. I bought a treadmill (top end/ expensive) about two years ago. My wife wanted it. We said we wanted it set up for KM and when they left it was in miles. No big deal right? Well, they said we had to come in for them to show us how to change it (the manual didn't cover it). When I finally went in, he hardly gave me the time of day and just told me I had to do something technical but wouldn't show me how. I googled the terminology he used when I got home and finally figured it out. Then about a year later I was looking for a C2 rower. There website had it without a price. I called him and he said he only had one and wanted to get rid of it so if I came in he'd give me a good price. I went and he jumped on the brand they carried and went on about how it was better and the C2 was terrible and the chain would break and it would cost me $300 to replace. When I told him I was only interested in the C2 and that he said he'd sell it to me, he told me to just buy it from amazon. Clearly they want the one C2 (if they even have it) to just get people into the store. Months later I was looking for a specialty item that was on their website. They didn't have it in stock but he said he'd order it and I should come in after Wednesday to get it. When I got there he told me they had mistakenly sold it to someone else that he'd order it again and it would be there the next week. Again, he didn't have it but said he'd have it the next week. When he didn't have it the next week, he finally called the warehouse and they said they'd been back ordered for months. So he never had received it and he never properly followed up despite multiple visits. Moreover, on these visits I witnessed them making fun of customers who had recently left the store and of making fun of some of their own products and the idiots they're able to sell them too. They're really unprofessional and untrustworthy.
By Raspberry Hyena on Oct 19, 2013
I went into the treadmill factory to buy a bosu ball and a foam roller. Very friendly staff they recommended i upgraded to the rumble roller and gave me a demonstration on how to use it. Very please with my experience i will be back.
5 Stars
By Carnelian Jellyfish on Sep 03, 2013
They advertise products they don't have. I wanted to buy a Sole Treadmill, which they advertise on their site, but when you call or show up, it's just a bait and switch. They only carry junk products. Don't buy there.
By wonk on May 19, 2013
Do not order from Treadmill Factory. They didn't completely fulfill my order. There is a label on the box telling us to visit http://ordersupport.ca/ . I completed the form one month ago and I'm still waiting for a reply. I've also sent messages to different email addresses they list on their website and nothing since. The after sale service is nonexistent. They only want your cash.
By Burgundy Collie on Jan 01, 2013
Bought an elliptical in Oct/11. Worked great until Sept/12. Called for service on Sept 16/12. Have been getting the run around ever since and still waiting for service (Dec 31/12)
By johnlontario on May 27, 2010
Amazing Service, Very happy with the product. I ordered a BH T10 Treadmill online and got it setup in my home within a few days. The staff was very friendly and informative! Love the product, Loved the service. Thank You
John A.
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Additional business details

Since 1988 we have worked hard to bring to you the ultimate fitness equipment collection The Treadmill Factory is an industry leader in providing premium quality fitness equipment at affordable prices. We pride ourselves in customer service, fully stocked parts department and well trained staff. Dollar for dollar, we offer the most equipment for your hard earned money. The Treadmill Factory shops the world for new and exciting fitness equipment manufacturers. We purchase in container quantities to secure the best possible prices for our customers. With no operating long term debts, The Treadmill Factory is very financially strong. We look forward to partnering up with you to help you achieve your ultimate fitness goals today, tomorrow and many years to come.
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519-681-6633
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