Very disappointed that their customer service has declined so much
I had been very happy with my previous ProForm treadmill, so when it broke (I have put a ton of miles on it), it made sense to order another. I upgraded to the ProForm 9000. My experience has been terrible so far; I paid for haul away and assembly, and the 300 lb treadmill showed up for delivery with no plan to haul or assemble. The woman I spoke to at customer service was super nonchalant and now they’re telling me someone will hopefully contact me within a week to reschedule. I’m extremely upset, and won’t be ordering from them again when they don’t fulfill the delivery promised (and paid for) and they don’t care either…
Katie Baillie Simos
Noisy piece of equipment.
My son has purchased Pro-Form Trainer HL and its awful. He purchased it from our local Currys. During the assembly process he found two of the base bolts, the screw threads were incorrect and it took my son ages to screw these bolts in correctly. As soon as it was assembled he used the machine and the noise was and is terrible . There is a loud crunching noise and screeching sound coming from the inside of the machine.The body of the machine appears to move when he uses it. We have checked the base legs that they are equal with a spirit level and moved to different area around on the floor.He has checked all the bolts but the noise still continues.He has reached the end of his tether. We didnt keep any of the packaging as we didnt envisage any issues.He is awaiting customer support from Currys .He bought the Pro-Form in the sale.I searched for reviews regarding this machine and they dont seem to be very good.Its a lot of money for a piece of equipment thats noisy.14/2/26,Thank you for your reply. My son has contacted my.ifit.com , with a recording of the noise and is awaiting a home visit . He continues to use his machine and the noise is incredibly loud and we are suprised the neighbours have not compained about the loud squeeking/grinding type of noise. Its as though we have a demonic hamster in his hamster wheel going a thousand miles per hour, going around and around.I did not know how to reply to your message of reply.
Candida Blakey
I had to deal with their official parts…
I had to deal with their official parts supplier, iFit. Unfortunately, if you need to replace any part for proform equipment, you had to deal with this company. I ordered a part expected to arrive within 7 to 10 business days. The part never arrived. After contacting them, they informed me that there was a miscommunication, and the part was not in stock and it won't be available until about a month.
Alex
Extended warranty is a scam
The machines are average. However, the maintenance and the extended warranty are a waste of money. Maintenance is just oiling the machine. Extended warranty is a scam. Save your money and do oiling/belt adjustment yourself just watching YouTube.
Jose Alemar
Unhelpful when equipment has a design flaw
Bought a Proform 550R rowing machine and found that the design of the foot pedals made the machine completely unusable: the low back meant my feet kept slipping out. Contacted Proform customer service for a solution and they asked me to send them a video of the issue, which I did. While they responded in a timely way, their response was laughable for its lack of helpfulness. Their reply was “this is not a manufacturing defect with the machine”. End of help. No solution to the problem of the pedal design not holding feet in securely, just a blatant brush off. I am now stuck with a brand new, expensive, but completely unusable piece of equipment.
K Knowles
WARNING: Avoid ProForm and NordicTrack Equipment from ICON Fitness
WARNING: Avoid ProForm and NordicTrack Equipment from ICON FitnessI paid over $1,100 for a ProForm Pro 16.9 Elliptical Trainer from Amazon, expecting a reliable, quality machine. Instead, the console became completely useless with persistent error messages and freezing, despite every update and reset. No fix works.Contacting ProForm support was a dead end. They refused to replace the faulty console or provide meaningful assistance, dismissing a consumer’s reasonable expectations that a manufacturer will standby their products, and pushing me to purchase a brand-new machine instead.The situation worsens with ICON Fitness, ProForm’s parent company, aggressively promoting their NordicTrack products with machines that lock essential functions behind costly iFit subscription paywalls. Without a subscription, vital features are disabled, turning your “smart” equipment into little more than an expensive humongous paperweight. Consumer Reports and thousands of customer complaints on review sites and forums confirm that recent iFit software updates have rendered many machines inoperable, with no parts or timely repairs available.Customer service is abysmal. Expect long hold times, delayed or unavailable replacement parts, and denied warranty claims, forcing you to spend hundreds more just to maintain equipment that should have worked like any other reliable fitness equipment.If you want fitness equipment that actually works, backed by a company that honors warranties and respects customers, steer clear of ProForm, NordicTrack, and ICON Fitness. They have converted home fitness into a subscription cash grab, leaving honest buyers frustrated, out of pocket, and stuck with broken gear.Bottom line: Do your research and consider other brands that stand behind their products and provide reliable fitness equipment without forcing you to spend hours trying to troubleshoot and corner you into costly subscriptions just to use what you paid for.UPDATE: iFit representative reached out to me and validated my concerns. The representative couldn’t help because the defective console is unavailable.
Phil Mich
I purchased a proform 400 spx
I purchased a proform 400 spx, computer is cheap, I can’t get the reed near enough to the magnet for it to register anything, wheel is too far from the clamp. Bought this bike new. It’s never worked. I use it without computer. Could have bought cheaper.
Wendy coles
stay away from ProForm
stay away from ProForm; the machines are very expensive, and the customer service is not great. I hired a technician to check the treadmill $160 , and they canceled the first appointment, rescheduled, and arrived 30 minutes late with no notification. The technician informed me the display was under warranty and that he would order it for me. After waiting two weeks, I contacted the technician, and they mentioned they didn't know anything and that I had to call iFit. I called iFit, and they want $480 for the display + $28 shipping + taxes + $115 for installation.The technician advised me this is a common problem with the treadmill equipment. They use old Android software.Never again will I buy ProForm equipment or recommend it to anyone.
Dalys Sullivan
Don’t buy ProForm treadmills
I purchased a ProForm Trainer 12.0 treadmill (Model PFTL99721.0) from iFIT in late 2022 or early 2023. During the first year, I used it very lightly and occasionally, never more than 2 to 3 hours per week, and there were several extended breaks when it wasn’t used at all.Despite this minimal use, the treadmill’s iFIT touchscreen console froze completely—stuck on the iFIT logo screen and unable to boot or function. The rest of the treadmill—motor, belt, frame—is in perfect condition. The machine is now totally unusable only because the console failed.I’ve spent hours trying every reset method, followed every online suggestion, and contacted customer support. The only solution they gave me was to pay $400 out of pocket to replace the console.This is unacceptable. The console clearly has a known reliability issue, and many users online report similar failures. What’s worse: the treadmill cannot function at all without the screen—there’s no manual mode button, no physical override. This is a terrible design flaw that locks users out of their own equipment.I’ve lost over a month of workout time, and as a parent, my time is extremely limited and valuable. I purchased this product in good faith expecting a reliable machine, not something that would fail from light usage within such a short time.iFIT should: • Cover or heavily discount the console replacement; • Reevaluate their reliance on buggy software as the single point of access; • Stop pushing responsibility for poor design onto customers.I hope other buyers see this and think carefully before choosing a product from this brand.
Kayla Zhang
System updates 😡😡😡
I’ve had this treadmill for a while now and overall, it’s a solid machine. It runs on a program called iFIT, which is decent, but it does require a paid subscription. Thankfully, there is a manual mode that doesn’t need a subscription. I did try iFIT for a while, but eventually found that I preferred using manual mode, so I ended up cancelling my subscription.One major downside, though, is the constant software updates. It feels like there’s a new update every week. My treadmill is set up in my shed gym, and because it’s a metal shed, the internet connection isn’t great out there. The problem is, if the treadmill hasn’t updated, you can’t use it at all—not even in manual mode. That’s incredibly frustrating, especially since I work out early in the morning. I get up, get ready, head out to train—only to find the treadmill unusable until I can get a stable connection to update it.Honestly, if I had known the machine required such frequent updates just to function, I wouldn’t have bought it. You should absolutely be able to use manual mode without needing to update the entire system first.
Danielle Holmes
Quite possibly the worst treadmill I've…
Quite possibly the worst treadmill I've owned- constant software bugs with little help from customer service. I will never purchase another Pro Form product again.
JS
Proform warranty the worst
When I call for a repair the persons ( I called twice) wanted to sell me a service (that is not in the warranty, they said). They refuse to tell me how much it will cost and in both calls I was put on hold for about an hour each time, that is unbelivable for customer service. I renew the warranty on June 2nd for 3 years but they do not really care for customers. One of the worst services in the U.S.A. I will call them again when the machine is broken completely.
Ricardo
White Glove Delivery is BS
I purchased the white glove delivery service when I purchased my ProForm, which per the Proform website is "White Glove Delivery & Assembly:Your product will be delivered into any room you choose and assembled by our professional team of white glove delivery and assembly technicians. All packaging will be hauled away."This did not happen. It was delivered by FedEx and left outside on my driveway by my side door. When I called ProForm to find out what was going on they said that I would get a call in 3-5 business days to set up a time for the white glove service. WTF? That is not what it says on their website. It's supposed to rain all day here tomorrow and I have no way to get it inside and out of the rain, nor should I have to do that. They told me to find a tarp and cover it until I'm contacted, or find someone to help me bring it into my house. Again, WTF? I should not have to do any of this as I paid for it to be delivered into my house per the White Glove service. Their website LIES about this service.
Kara Opritza
Terrible
Terrible. Do not buy from this company. I bought and almost 1,300 dollar treadmill and the console suddenly went black and they are trying to have me spend 500 more to replace the console on a brand new treadmill. Such a scam
Meredith Jeane
Trying to workout at home
I received the IFIT Treadmill not too long ago and before actually using it I was eager to try using a treadmill at home. I was worried that my motivation would be minimal unlike using one at the gym. The features and ease that provides has been great, I have an extra pep to my step before and after working out at home. The treadmill ride and incline is smooth which the latter is what I’ve been using the most. Working on building an at home gym now. This is an incentivized review.
Dana Jones
Best Treadmill you can buy
this was given to my wife and I.It's a great wedding gift and we love it. We use it. It's sturdy, collapsable, and has all the bells and whistles you might need. I think it's very high quality and going for a run is fantastic. We use it AT LEAST 3x a week but whenever I get free time, it's so easy to break out and use. I love this thing!!!
Jason Kennedy
Worst after sales service if you have…
Worst after sales service if you have problem they don't help you...don't buy
Geoffrey Attard
Absolutely awful Proform Running machine
Absolutely awful. Bought Proform running machine in June from John Lewis. My daughter was running on it two weeks ago, it let off a massive bang stopped moving and she went flying. It comes with a two year guarantee and yet Pro form will not fix it because it’s not kept inside an insulated house. It’s kept in a log cabin which had heating in it. What a lame excuse. Absolutely fuming. What is the point of a two year guarantee from JL when they say it is the manufacturer who is supplying the two year guarantee. You buy something from a reputable company & for what! Proform seriously horrendous customer service. Certainly won’t be purchasing anything from them again.Guarantee from JL & Proform worth less then the paper it’s written on..
Caroline
Trash products
Trash products. Got the treadmill and an exercise bike. Both start out working great but tons of software update issues and glitches. After two years, the treadmill will randomly slow down/stop mid workout.
Marcel Henderson
Equipment may not work as promised
In August 2024, I took advantage of a Labor Day sale on fitness equipment. I purchased a ProForm Pro9000 model, and was assured by a sales rep that an update was coming where I could stream Amazon, Netflix and Spotify on the console was coming soon. The treadmill arrived and everything was fine, but I was assured this thing would eventually be able to stream on a handful of platforms, which was a critical factor in choosing this model over others. One month, then two, then three, then FOUR months later, the update rolls out. Mind you, technical support reps told me multiple times during this span that my console was "targeted for the update" and it should run it. Once I FINALLY got the update, somehow my now four month old machine was unable to run the apps. I had a notice stating, "Please note that this generation of fitness equipment does not support streaming services." Seriously? It's a four month old machine that I was assured could run it. So I contacted customer support, since I also purchased the extended warranty for parts and labor. As far as I'm concerned, this machine is not fully functioning as promised. I was assured repeatedly, "we are looking into it." Now after an entire month of back and forth, I still have a machine that can't run the very simple function I was promised it would run. Oh, and the updated app? Yeah, it crashes endlessly. I can't finish a workout when it's active so I had to revert to the older version of the app just to finish a 20 minute walk/jog program. I'll be more than happy to upgrade this review if they would just provide what I was promised by their rep when I bought the machine. Simple as that.
Johnny Esfeller
