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Treadmill Factory, London Reviews (23)
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.
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
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 !
I have 20lbs since my purchase
Thanks Treadmill factory!
Tim and Julie
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
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!