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We are a global fitness company dedicated to inspiring and motivating healthy living through state-of-the-art technology and applications, immersive content, and cutting edge entertainment while always engaging our member-based community.
Echelon’s wide variety and high quality connective fitness equipment allow people to workout in their own space, in their own time and in their own way by delivering a community to inspire you, classes to challenge you, and instructors to motivate you. Experience connected home fitness unlike ever before with Echelon.
Reviews 158
David Goulet
Jan 16,2023They had a WELCOME100 discount that gives new customer 100 off for the first order. I bought a exercice mat for 75$ so I only had to pay for the shipping. 2 days after they cancelled my order claiming I REQUESTED TO CANCEL IT. Way to go...F em
Pris A
Jan 07,2023Tried to cancel my $400 subscription. Finally got through…. Went over the process over the phone. They said I would get an email saying I canceled and I would get my money back with it 5-7 business days… Two weeks later, haven’t received confirmation email or my money back. I called and after I was on hold for 15 MINUTES. A recording said that their customer service employees were all busy and to leave my information to get a call back… frustrating!
jeff brill
Dec 29,2022My horrible experience with their lack of customer service is very similar to the many other posts on this site. Our Reflect Mirror completely stopped working after only 2 years. Yes, it is out of warranty, but I was hoping do get a replacement part, schedule service or I would even accept offer to purchase a new one at a discounted price. However, after nearly 3 weeks of trying to talk to someone that could assist, I have yet to hear back from someone. This company needs to invest more of their revenue into providing proper support.
B
Dec 27,2022Received a defective EX-3 where resistance wouldn’t change. They shipped me the wrong replacement part to repair the bike and I was told I’d be receiving a replacement. This was three weeks ago and everytime I contact customer support I receive no updates at all. Avoid this company at all cost. I will not be recommending them to anybody, worst customer support I’ve ever experienced
Esther A. Pizarro
Dec 23,2022I tried to cancel my annual subscription and went through the whole process online only to be taken to a page that says to call their customer service to complete the cancellation. Why? It should be easy and user friendly online. When I called, I was listening to the repeat music on hold for 15 minutes only for the recording to say there was no one available to take my call and to leave a message.
Laura Mabry
Dec 15,2022I ordered an Echelon Treadmill and used their financing company. The charge immediately went on my account and I called the next day to cancel the order. It was "too late" to cancel the free I-pad so I waited for it and returned it via their complex process. I asked them to please cancel the treadmill and the subscription. This was Nov. 21. It's now Dec. 14 and still not resolved despite the various alleged "escalations" from customer service. Amazingly, when I kept bothering them, the unknown ship date turned into "oh the delivery company has it, so just get it and return it to us." Luckily the delivery company called me to set up delivery and I told them the order had been canceled. Still nothing from Echelon. I sent an email again today and I'm going to call them AGAIN. If they don't refund my money given that I have never laid eyes on the treadmill, will speak with legal counsel to see if criminal charges can be filed against them. Sounds ridiculous but they charged me for something and I don't have it. So that's either fraud or theft. Sorry for the rambling but I am so ANGRY. Someone needs to shut them down (right after they refund my money).
CHeath
Dec 15,2022I have to say I have NEVER in my life dealt with such horrible customer service. Ever. EVER. and anyone I tell my story to agrees. I have had an issue in the "escalation department" since last Tuesday, plus another from Thursday and Friday and yesterday and now today and I have heard nothing from a single person in the alleged "escalation department". 1.) My row machine was supposed to be delivered on Dec 7th and was delivered Dec 13th. 2.) said it was supposed to be white glove service and dropped it in our basement and left 3.) have been hung up on and disconnected in chats MULTIPLE times and not because I was swearing or threatening...just hung up on when I expressed how tired I was of hearing that my issue was being "escalated" and asked to speak to their supervisor 4.) can't get my rower to connect to the app - tried all of the troubleshooting suggestions... sent 2 videos as proof to 2 different people and was told my issue is being escalated...still nothing... 5.) got the free rower w/ the 2 yr subscription and never received a way to activate my 2 yr subscription and was told that was being escalated....still nothing. yet...when I told them I wanted to return my machine not even 6 hrs after having it in my home...I was sent a return label w/in 30 minutes. Apparently it's easier for Echelon to take my rower back than it is to just provide reasonable customer service?? They take peoples money and offer no help, no support and no way of getting any. The customer service department has no power to do or help in any way besides to tell you "I understand" and it will be escalated. Then when you ask to speak to the escalation department or a supervisor, they hang up on you. It's crooked and shady behavior! I have reported them to the Better Business Bureau. *Update: 12/15/22* Still no response from the "escalation department" and just found out they are delete negative comments from their social media, which is illegal. The new law makes that illegal. FTC staff just issued Consumer Review Fairness Act They are breaking the law and I have informed them on multiple platforms that I've reported them with many many items against them. **UPDATE: 12/28/22** I have contacted the BBB and finally heard from Echelon in response to my complaints about customer service and everything else I've experience - nothing has been resolved and as of now I will not be removing my complaint with the BBB.
Hillary Guidry
Nov 09,2022These people are criminals. They will take your money and never deliver a product. They will tell you that it is in stock at the time you order it and over a month later you still will not have your equipment but they will have $3000 of your money and hold it hostage. I am still dealing with this I never had any delivery company contact me I have never had anyone show up at my house with equipment in over a month. I called echelon to tell them I wanted to cancel the order I don’t wanna do any business with them. Now all of a sudden it’s going to arrive here on Thursday and I was told I have to be home to refuse the order because they can’t stop the order and return it back to their center. But they can let it come here over a month after it was ordered. This is ridiculous. Do not do business with them also they advertise free delivery and set up And then turn around and charge you for it. I paid for a year of echelon fitness membership that I can’t use because I’m not gonna have the equipment and I can’t get my money back for that either $399. Now I’m gonna have to call my credit card company to file a dispute while echelon continues to harass me
Andrew M
Oct 22,2022We bought the Echelon EX-4S+ bike at Costco last year around Christmas and the experience with that has been fine. My wife wanted to get a treadmill as well. She ordered a Stride 5S which took forever to ship. We finally got it this week. The delivery crew was great even with having to carry this very heavy treadmill up stairs. They got it assembled and that's when the problems started. We logged in to the integrated tablet that comes with the treadmill and there are ZERO running or walking classes. It seems like the app on the tablet "thinks" it is connected to a bike. I tried the obvious troubleshooting steps like logging out and back in, shutting it down and turning it back on, etc. and even tried the recommendations on their online helpdesk site. No luck. I have since called them and used the live chat multiple times. You cannot ever actually talk to anyone on the phone. Via the chat, I am always told some combination of the following: they will email me with instructions (they never email me), there is no supervisor/manager/technical support person available, they will contact me within two to three days. This is incredibly frustrating. We have an incredibly expensive treadmill with no way to use the product we're paying for.
Michael Donahue
Oct 21,2022Echoelon app was working first with my tablet then stop and would not let me login back in then it would log me in on my phone now the phone will not connect to the bike with app sucks bike works better without app use YouTube work out or zwift
Gary Brackley
Oct 21,2022Be careful they auto renew. Cost of living crisis is hitting me hard and echelon have charged me £500. I genuinely cannot remember the last time I used my echelon account. No warning or reminder.
Rob Johnson
Oct 19,2022My Row was ordered on 10/8/22 and it still has not even shipped. I'm unsure what the problem is. I've had multiple conversations with customer service and they all claim they will escalate. Nothing is being done! I chatted with one of the customer service people on 10/15. They tried to compensate me for the problem by sending a mat and ab roller. Well when I got home yesterday(10/18) the mat and ab roller had been delivered. That's only 2 business days! So they are clearly capable of shipping in a timely manner. That said, where is my rower? If they don't have the Row in stock, the least they can do is admit it! They also charged me $199 for shipping. $199 should provide next day shipping at a minimum! Instead it's been 11 days with no end in sight. I've read the numerous horror stories online about the Echelon customer service and I hope not to fall further victim to this reputation they are building.
Krista Keeton
Oct 16,2022Yep! Run fast and far away from this company! I ordered the Row-s, but echelon failed to add the nuts and bolts needed to put the stinkn thing together! I reached out to the company I bought it through, and they in turn were able to reach out to echelon who sent me a package with the supposed missing items. Tell me why I open the package and what they sent is 1 screw, 2 washers, and a wrench. There should be 22 screws, and just about as many washers. I have had the rowing machine for 3 weeks and cant even put it together to use it. I knew I should've spent the money and went with Aviron! Echelon SUCKS! Do not waste your time or money. If you want quality go with Peleton, or Aviron...Echelon is a lower class in comparison.
Travis
Sep 27,2022After reading many reviews on this site it seems what’s happening to me is happening to everyone. I’ve spoken to multiple customer service reps and they keep saying they’ll escalate my return but then no follow up. Do not buy from a company that doesn’t allow you to cancel a order or a membership from their website, in my opinion this is a poor way to run a business.
David
Sep 10,2022Stay away from the scam of a company. They delivered me a broken $4000 treadmill and promise to return it and they just kept telling me that they would escalate it and they would call me back within 48 hours. It’s been five weeks and almost 15 calls later, I catch them in their lies they refused to transfer me to a manager they just transfer you over to another rep that pretends to be a manager and then when you catch them in the lie they say they cannot transfer you to a manager. This company does not deserve to exist. All this company is meant to do is scam you out of money. If you do not want your money stolen from you avoid this company at all costs
JEFF
Sep 04,2022Read this before you buy a bike from Echelon. I ordered a black Echelon Connect Bike EX-5s x 1bike but they sent a camouflage bike. The order was done over the phone and the issue of color other than black NEVER came up. Meaning the person who took my order ordered the wrong color bike. The people who were hired by Echelon to assemble the bike which came almost a month later than promised did a horrible job putting it together. Nothing on the bike worked. The handles bars didn't move, the bike seat was so loose it spun around. The seat also did not move closer but I was able to adjust that myself. When I called echelon to report the wrong color bike and the shoddy assembly, Echelon agreed to replace the bike, which I thought was fair. However, there were was no head ups email from FedEX when the bike was to be delivered and it arrived while I was away on business. I called them but they would not retry a delivery until Echelon okayed it. I called Echelon to to authorize redelivery and they PROMISE TO "Escalate this" so that FedEx could redeliver the bike. This NEVER happened. FedEx claims they never heard from Echelon and Echelon never ever got back to me on what they did to escalate the matter. I originally order the bike in early July. It's now early September and I'm still trying to use the original badly assembled bike. On another frustrating note the clips on the bike pedals are very difficult to find outside of Echelon. The standards clips are Delta. Naturally, Echelon doesn't use those clips forcing buyers into purchasing their shoes for $100 bucks. I ordered a pair in 9 in Navy and they came in Black. Although they suggest order a size up the 9's were huge. So wrong size wrong color. To this date nothing echelon has done has worked out and I feel ripped off and helpless. My advice is to pay more and go with Peloton and avoid echelons unprofessional and system wide incompetence.
Meredith
Aug 26,2022I started with the Ex1 and have used customer service twice. Once to replace a pedal and once after two years to replace my Ex1 with an Ex3. I also have the Reflect, the rower, and the stride. I have been very pleased with the classes, and the instructors, and found an amazingly supportive community of Echelon riders. This is the longest I have ever stuck with any workout routine.
Megan Malone
Jul 26,2022I purchased an Echelon EX-5S at the beginning of the pandemic because I didn't want to shell out the $$ for a Peloton. It was a big mistake. My bike NEVER worked properly; the bike and screen were constantly losing bluetooth connection, so I would get kicked out of my rides and have to totally restart the bike. It was beyond frustrating and despite being promised a new screen multiple times by multiple customer service people (one of whom claimed to be the Chief Tech Officer?!) I never received it. Also, many of the good instructors left. The music licensing was clearly sub par, so many playlists were repetitive and just not great. I eventually gave up and got rid of it and got a Peloton. I have loved the Peloton from the moment it arrived.
Tracey Edwards
Jul 26,2022The bike itself is great and does what it is intended to do. Don't expect any, and I mean any help from the customer service department on issues with your membership for echelon fit. I can not get anyone to rectify the issue I have had with multiple different people and times I have tried to resolve. You get someone overseas who can not understand you and vice versa. I simply want what I paid for and response with action!
Century Oaks Drive 6011, 37416, Chattanooga, US
http://echelonfit.com
DS
Jan 17,2023The equipment is great; the customer service is terrible. I didn’t believe the other bad press until I experienced it myself. You’ll enjoy it until you need help; then you’ll endure perpetual department transfers without resolution.