ProForm Reviews 417

Tried calling customer service several times only to be put on hold over 40 minutes each time still no human spoke to me. Tried the live chat which is a computer program which was of no help either. Tried to email them and treadmill didnt even populate in drop down so I had to pick a random one just to complete the email. Given case # on Feb 16,2022 and heard crickets, Given another case# again today.
Finally called Costco.com and they are going to see if they have better luck and maybe they will take their call, email, or however else they can actually speak to someone in customer service. The thing is I believe the treadmill is a good machine and what I'm inquiring about i think is a minor issue. However if this is what customer service is about what is going to happen if I have a serious issue?

After reading Pro Form's review I can see a similar pattern here. I specifically told them about the constant 40+ minute hold times, in which I still was not able to speak to a human being. Based on their reply as guess good old fashioned customer service they dont believe in. I tried your emails and was given two case numbers already so I'm not interested in a third nor am I interested in your other type of email. Here is a novel idea, how about you calling me on the phone and we can discuss this like normal people that do business with any normal corporation in regards to customer service. Good grief!!

I bought a Proform elliptical. 2 warranty claims in 19 months, very difficult to navigate the warranty process. Trash equipment and poor customer service.

absolutely the worst experience ever. Confirmed a delivery date the driver calls and says "I am here" he then realizes HE had the wrong address (I had provided the correct one) SPENT 3 HOURS ON 4 CALLS WITH THE DELIVERY COMPANY NO ONE CAN FIND THE DRIVER OR THE TRUCK. I AM FURIOUS...NO CLUE WHERE MY ELLIPTICAL IS WHEN I MIGHT GET IT...WORST EXPERIENCE EVER DO NOT ORDER FROM HERE

Update: 3/22-Well I emailed them and again they have told me I have to pay to have it "looked at" when it was NEVER assembled correctly by their people in the first place, yep I knew it! What a COLOSSAL waste of my time. May as well have not bothered to contact them b/c I knew this would be the answer. I tried to contact them a few over the year but I kept getting the run around with we cannot b/c of Covid, or we do not have anyone in your area...blah, blah.... until my "limited bullSHIZ warranty" was out of date. I think that is what they do. I will never buy this line again and I am having them removed from all my gyms and will be removing this from my home gym. I will no longer be recommending this line to any of my clients or in my gym set-up consulting work I do. Sadly they have burned the shi* out of me, and they used to be great. What a waste of time! BTW they did tell me my PARTS would be covered. I do not need a part, I have NEVER USED IT, it was simply assembled incorrectly. I already paid 1200+ for something that I will never be able to use why on earth would I pay your company more money to fix what should have been assembled by your team correctly in the first place. Time to spread the love.

I am a PT and I bought the proform 9.9 pro elliptical trainer for my home/client gym. WORST PURCHASE EVER. The people that delivered it offered to assemble it for an extra fee, which I paid b/c in Oct 2020 my mother was very sick and I had already been waiting on delivery of it since long before Oct so I just needed help putting it together and being done. Also, due to COVID, they would not bring it in my home without me having them put it together, which I did not know until AFTER I purchased it so I was kind of stuck anyhow and with our steps there was no way I could get it in alone.
So...they put it together and split. They were very nice and I thought it was done. Well my mother took a turn for the worse and passed away mid oct so needless to say I did not get on it until some time in Jan when things settled a tad. I love ellipticals and know exactly how they should work but I found this one was very stiff, hard to ride, did not glide well and made a knocking noise. Since proform had hired/contracted with the delivery people I thought they could tell me who they were so I could have them come back out and fix whatever was wrong, b/c they put it together. Nope they told me it would be a $169.00 diagnostic fee and then whatever on top of that to fix it. AH NO... I just bought it. So...I have never been able to even use it. I bought from them b/c they WERE, WERE a great brand. I also lost out on my free ifit whatever...so I would NEVER rec this brand to any of my clients, customers. I will never buy anything proform again.

I ordered something with a shipping date of 16 January; the started processing the order in February and it has still not been shipped.
Their customer service does not respond to any correspondance either.
Had to cancel and order something from best buy, received in 2 days.

I have had good experiences with the bench and weight set I recently got from pro form. This is equipment we have been looking for for years and are more picky about since it sees twice daily use between my husband and I.

I purchased an elliptical trainer on December 27th 2021 and still have not received it. Although I have called and received emails with tracking information it does not appear to be valid. The website says that my order is being processed and the shipping information only says ordered. However the customer service person I spoke with says it has been shipped. It’s almost February. This is the worst customer service. I can understand delays and I totally appreciate communication. However in the absence of any communication it just makes me think I’m being lied to. So very disappointing. Shame on ProForm. Do better!

When I purchased this treadmill I was under the impression that I would be able to use the wifi and Bluetooth to get on any app on the Internet. Some times I want to watch Dr. Phil while I work out. Everything was fine until the one year free membership was over. At that time, they did a “software update” which took away my ability to go online. There is no way I would have spent this kind of money $1500.00 on this treadmill had someone disclosed that the wifi capabilities can only be used with an IFit subscription. Proform and Ifit are sister companies so just know that they are looking out for their sister, not you. I am very very dissatisfied and disappointed.
Just let the buyer beware. The only thing that I can do at this point is go out and spend more money.

Purchased the ProForm 900 treadmill and in less than nine months, the treadmill has software issues and I have almost tripped twice because the treadmill stop suddenly. My treadmill is under warranty but after repeated attempts to contact via email, treadmill and calling, no one has responded. It has been over three weeks. Holds times for support are over two hours and when you get thru, the call is dropped. DO NOT BUY THIS MACHINE. I have a 23 inch white screen and treadmill that can't stream anything.

Dear Pro-Form,

I did just as you said and still no reply. It seems to me that your customers are not a priority. Should I just return my treadmill at this point?

*Update- someone finally answered after 2 hours and 15 minutes on hold. But, I was told that they would need me to call back once I was near the treadmill so that they could do a video call, otherwise they couldn't help me.
I have photos of the issue! I have emailed them them photos! Why make me call back and sit on hold for another 2 plus hours?! They also said they would update my registration date but that was never done.

I purchased my Pro-Form treadmill on 1/15/2022. While putting it together, I got to the left upright arm and discovered that it is the wrong bar for my treadmill or it was made incorrectly. I have tried emailing and calling them several times. I have currently been on hold for 1 hour 46 minutes and counting. This is just today! I spent almost 2 hours trying to call yesterday and didn't get an answer. I was super excited about my treadmill and now I just want to return it back to Lowes and buy a different brand with better customer service! Highly disappointed.

Christine Weist
Model# PFTL73621
Serial# PP130C003403

I purchased a $1200 proform treadmill that has been a safety nightmare. After spending 8 hours on the phone with customer service a month ago to fix a part, other parts broke. This call I spent 1 hour 22 minutes on hold only to be hung up on. I also emailed customer service twice and tweeted for help and have had no response.

I ordered my machine back on December 17. I have still yet to receive it. I have called customer service daily and have not been given an update. I keep getting the run around and told that someone will call me. I paid for white glove delivery and from what I can tell, the item has been sitting at my local carrier since January 11. I am so disappointed in my purchase and the customer service. Costco has this same treadmill for $300 less. I might as well cancel my order and go and pick one up today. Calling back today for an update, but if there is no update, that is what I am going to do.

Terrible customer service. Bought a HIIT H14, screen went into constant boot up loop on day 2.

Probably a minor fault that cound have been fixed easily BUT customer service really doesn't care (Romanian call centre who basically said "Nothing we can do, we need to pass it on to the US, they'll contact you. Could be days, could be a month, we don't know). Heard nothing back despite chasing.

Net effect was that I had to send the whole 100+ KG machine back for a full refund for what should have been a minor part replacement.

Terrible terrible terrible customer service. Do not buy this product. Go with peloton. They actually answer the phone. I regret ever purchasing this product. Will not let me connect to the internet so basically It’s worthless unless I use another program. Please save yourself a headache and a lot of money !!!!!

Purchased a ProForm C7L from Lowes on 1/11/22. I brought the bike home and assembled it Immediately. I was so excited to finally have an at home spin bike to take a spin class, after an-almost two year span of not spinning because of Covid.

Got on the bike took my first class and began to think the resistance is too high like climbing a step mountain the entire ride. l call ProForm/IFit who ever this company is and am on hold for almost an hour! This is completely unexplainable. Horrible customer service. I finally get a person who requested that I download an app to my phone, so they can see my bike and diagnose it. Mind you, this bike has only been out of the box for a few hours. I’m told by the person during this call that the resistance motor is bad and they will need to send me a new one to replace it. Oh wait it gets better I’m told I have to replace the part myself and that it will take over a week to receive the part. Great Customer Service here. First impressions make or break a company you clearly did horrendous here. Again, this bike was fresh out of the box! So I have to fight with the representative to have a part fast tracked to me. The part arrives today 3 days later with absolutely no instructions on how to install the part. Again, this was a brand new almost $1000 bike. This was brilliant of ProForm/IFit customer service. Send a part and no install instructions.

I tried to change the part my self and found I could only get so far. No none answered the phones when I called for help. Again first impressions mean everything. You completely dropped the ball here.

So my spin bike is completely useless and I can’t get a straight answer from anyone.

I wonder if Peloton customer service is this horrendous? I’m guessing not. Shame on you ProFrom for letting your customers who have trusted you with their money and expect you to provide a quality product to be let to hang out to dry!

At this point in time I’d rate your company a neg 20. Shame on you! What I do know is I was not looking to buy a new piece of equipment, bringing it home , assemble it, and then have to try to repair it. I should have spent the extra money and brought a
Peloton!

This is an addition, in response to ProForms’ response.

So I have come to find out that I have been sent the wrong part!

Yet again, this is great customer service. So now a second part was ordered. I was told that that part would be fast tracked to me that was Saturday 1/15 Another lie! Today Thursday 1/20 that part has been stuck at the local post office in Salt Lake for the last two days and hasn’t moved. So this clearly wasn’t a fast tracked package having been sent via the US post office. With the original order for the replacement resistance motor was the replacement for the bikes defective handlebars. Yes, the handlebars were also defective out of the box. The handlebars haven’t shipped it’s been two weeks! Great customer service on Proforms behalf. Two weeks and the part hasn’t been shipped and no update from ProForm. I’m guessing they will come without instructions too!

During the call on 1/15 ProForm said they would send a service technician to replace the resistance motor. Today 1/20 I get a text from ServiceRX telling me they won’t even schedule a service appointment until I have received all my parts! They also know nothing about the defective handlebars. So ProFrom…where are my parts? While ServiceRX was extremely helpful (unlike ProFroms’ support) they told me once I have the parts I can call to schedule service. However, it could be another 3 weeks to get a service appointment.

It this point in time I frankly feel that ProForm should ship me a new bike and take this one back.

And as your response said…I did call you today. I spent an hour on hold and finally hug up. Yet again, great customer service. In fact, absolutely brilliant that you’d publicly give me a case number and tell me to call. What good is a case number if you can’t get a person to help you?

ProFrom what is it going to take for you to make this right?

ProForm has always pulled though for me. Great products and great customer service. I have used many of their equipment and the ifit program. They are all top-notch.

I did receive equipment for my unbiased opinion on products.

I have a few Proform products in my home gym, always have had a good experience with the customer service, only needed to contact once for some shipping updates.

I had ordered some weights during the holidays and of course that's the worse time to try to receive packages. The bar of the set didn't come with the rest so I had to contact customer service and they responded quickly and let me know when I would receive the resent bar. I was definitely pleased with my contact.

Terrible customer service. We have been on the phone with them 4 times over the past 3 weeks and they promised our equipment would be put together 4 different times. We have spent over 6 hours on the phone. Still nothing. We are ready to return the item. Go to another company to order your equipment.

Let me respond to Proform (below). It is not a matter of being patient: we ordered this item in November.
We have been promised 3 different times that we would get a call to arrange assembly (which we paid 200 dollars for); and every time, no one ever called. My husband has spent over 10 hours waiting on the phone, and while people have been courteous, they have continued to tell us lies about what would happen. Don't be fooled by "nice" responses. They are just putting you on the back burner and letting you burn to a crisp.

I have several proform products. I ordered the Vue in late November. The tracking states its in my state. I call proform, they said they shipped it and gave me a tracking number. I call the shipping company and they say they never received it. I have called proform no less than a dozen times, each time they say someone will get back with my in 24-48 hours, which never happens. They also state the shipping company will contact me to set up delivery within 48-72 hours. And each time I call the shipping company, they say they do not have it. Proform won't look into it any further, all the evidence points to proform never having shipped the product, but they continue to tell me again and again the local shipping company has it. They took my money and after the hours I've spent trying to find when this will be delivered, proform's only response is to keep waiting. I'm at the point where I'm ready to cancel this order and find another company to order from.