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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
Jon Clare
Sep 06,2021Great selection of rides, great instructors but they are literally the glue holding it all together! The software is poor, very limited and cant be linked to any platforms, no PB records, no individual ride stats to compare your progress and management and customer services just fob you off! The sport bike has a 7kg flywheel so anyone riding it will smash stats like you wont believe, I have the top model Ex5s and I cant get near people riding the Sport thats half the price, very demoralising if you know you're much stronger and fitter. All In all a good concept but they havent learnt to walk before they can run.....IMPROVEMENT NEEDED FAST @ £39.99 a month I expect a lot more than some decent instructors! If they improve their software Ill improve my review, otherwise consider the other option beginning with P Update, returned bike and went with the P brand, never looked back.
GRAEME HINDLEY
Aug 31,2021I bought an echelon ex3 bike as it came with a year free subscription to all echelon classes etc and with free delivery and construction of the bike. The bike was delivered and was not constructed! Once I had constructed…aprox 90 mins. The bike was very good quality and the classes seemed good once I had got connected. HOWEVER…..do not buy this bike if you are at anywhere near decent level of riding. My ftp is only 230 watts but I am already on maximum level of 32 during any kind of hill climb class. For brief periods admittedly and low cadence, but it’s difficult to get high enough resistance from the machine. I read reviews in magazines and online before buying and they suggested 1500 watts output was possible thanks to large fly wheel. This is not true unless you push 120 rpm plus in the very top level…even then only around 700 watts so far for me. And as per many other comments, the customer service was terrible. I contacted cust svcs in states as my native tongue is English, they couldn’t be bothered to discuss my query as to whether I could get more resistance and passed me back to France where the distributor was pretty clueless and uninterested in my problem and he just stated that they don’t give refunds if I’m not happy. So the bike is 1500 euros worth and pretty soon I will be unable to get a decent workout from it. Hence the tone of this review.
Wendy Allen
Jul 23,2021I like the rower, but the customer service sucks. I canceled my membership a day in advance, they still charged me. I called they can't really help me for at lease 10-14 business days. If they would have just dropped it while it was pending it would have not been an issue, but they are charging me for a whole year 399.99 and brush it off like people just have that much money to throw around and wait hoping to get it back. I talked to 3 people and one was just as rude and inconsiderate at the next. Nor did any speak English so you could not really understand what they were saying.
Monique Charles
Jul 18,2021I bought an ex3 bike in Feb 2021. The bike was easy to assemble by myself. I had a couple of issues with the app not showing stats and a couple of queries. UK staff responded to my emails within 24 hours and the issues were resolved. In fact I missed their phone calls and they preserved until we had spoken. Staff were really helpful and friendly. The bike has been more than fine up till now. I love it and use it regularly. The black bike is sturdy and looks good. I also love the app, which has continued to improve over time. In my opinion it is as good as the peloton app and I couldn't afford a peleton. Gave up my gym membership and put the money towards the bike. However, I have seen the other reviews and I do hope that if I do have a problem in the future the support will be there.
UB
Jun 30,2021I really loved the bike at first, but the customer service is just awful. Am not sure why they can't get it right, but the bike broke, and needed one simple part. It takes them months to try to send you something, and it is always the wrong part with amazingly slow service. It was a great product initially , but not worth it as they don't stand behind it. And for a purchase this big - you would hope they would. The classes etc are fun, but you can get that with other bikes. Buy the peloton - I suspect in the long run you save a lot of money as after 10 months of use - I have to buy an entire new bike as they can't be bothered to send the right part.
Kaitlyn Cagna
Jun 07,2021My husband purchased the bike in a package with one years subscription last year during lockdown. All fine. But turns out they have now take almost £300 from the account without any prior warning, email, anything. They've set up a new account with the US company in his name without my permission. They have somehow got ahold of his new card details (used a now expired card to purchase bike initially) which I have know idea how they have gotten that. No idea how that has been approved either. Oh, also been charged even more by his bank for the foreign transaction fee. Tried live chatting and was told they couldn't help as I am based in the UK and they are in the US. Will continue to keep calling the UK call centre as still awaiting a call back 48 hours later, and no reply to my email. Pretty sure what they've done is not entirely legal. Would not trust. Avoid at all costs.
Zach
May 29,2021Multiple days of multiple hour phone calls to attempt to get our product. Every excuse in the book with no resolution. When attempting to contact on FB…they block us. They don’t return Calls or emails. Indicate they have to check with corporate for status but never provide answers. They don’t update the order. They don’t provide customer service. All we want is our bike. Purchased multiple bikes. Buyer beware. Screen shots available for all correspondence. Just send us the dang bike. How hard can this be?
Phil
May 18,2021Horrible customer service. I signed up in late February and found the subscription was not for me. I contacted them and was charged 3 times and told them and was told they would credit me but they only credited my for two times. At that time I also bought there bike shoes but since I did not get the credit from them I was afraid to send them back. I just noticed that they charged me again after I told them to cancel my subscription. I have never had this much trouble with a company and know I have also sold the bike...I have also contacted my credit card... Phil Miraglia
David M
Apr 27,2021Horrible service. I knew this wasn't going to be a good purchase when I found their customer service is handled out of the country. Everything worked fine for the first 2 months and then it stopped working. Customer service really didn't give us answers. They then demanded we provide proof of purchase. Went over to Costco and got it. Sent it in. After that, got multiple blank emails from their customer service department. Then one day a brand new bike shows up. This one is broken out of the box. Contacted their customer service department. Asked to speak with a supervisor or somebody at least in the United States. That was not possible. Asked if they could have somebody call me. That wasn't possible either, they said their phone lines only are inbound. Reached out to them on social media hoping that they had a different channel to get assistance. Nope. No difference. Told them I was just going to end up canceling everything. Their reply was, no problem we will send you a return label. We returned the original bike for a full refund at Costco. Then, what to do with this other bike that they sent us. We used that box to return the original bike so we no longer had a box. Told them they could come out and get it if they wanted but I was done fooling around with it. They said they were going to charge my credit card for the full cost of the bike. I've asked them what they want me to do, they don't provide an answer.
Cate Davidson
Mar 13,2021I have purchased the Connect Sport bike during lockdown and am very impressed with the next day delivery. Very happy with the bike, I really struggle to see how it can be inferior to any other bike on the market. I have my own iPad so am happy to use that, it would be really useful if the app could run in the background so I could use the iPad for other things. I need to improve my fitness before attempting to use the Spin classes so I can't comment on them! My husband and I both push ourselves on the bike and it is very stable with easily adjusted seat and handle.
JEH
Feb 22,2021Bike arrived but was making a noise when in use from day 1, I was asked to investigate myself and take the bike apart etc to try and find the cause. I purchased some additional pedals as part of my troubleshooting to rule them out, the new pedals worked so I asked for a contribution towards the cost. I was told I would NOT get any money towards the new pedals and if I wanted new pedals I would have to re-package the entire bike and request a replacement. Absolutely terrible. Also there was a quidco offer on for cashback for the bike for a few £100 cashback, this was rejected shortly after the bike was delivered for some unknown reason meaning I paid full price full a bike with broken pedals. I really enjoyed the app / online classes to be honest but wont renew now that my first month free trial finished due to the issues above.
Vicky Gibson
Feb 17,2021Ordered the bike 3 weeks ago and still hasn’t arrived. Tracking code doesn’t work. Told by echelon they would contact us within 48h for an update but no contact. No idea where the bike is! I suspect they have taken too many orders and can’t match the demand, but aren’t being honest about this. Very poor service
James Cook
Feb 11,2021Great bike - its really quiet. For those of you not wanting to buy an insanely priced Peoloton, but want to use a bike for indoor training, I highly recommend Echelon. The software is decent, not as good as Peloton and over-priced for access to class at £40/month, should be priced closer to £10/month. But if like me you dont need the classes and just want the bike to train, it does the trick. The company customer service needs improvement, it took me about a month, about 5 phone calls and about 7 emails to get my refund when they overcharged me £40 by mistake.
Stephanie Mullally
Feb 09,2021DO NOT BUY FROM ECHELON Very similar experience to CW below. - bike arrived damaged and dirty on handlebars - bike took 3 hours to assemble and once built, bike cannot power on at all so is completely unusable - 8 days since delivery Echelon are not providing any response to requests for refund, repeatedly saying it will take 24-48 hours - I also paid for 2 year subscription which is completely unusable without the bike
jeff s leeds
Dec 29,2020I'm giving them 5 stars due to an excellent customer service experience I had with Michael at CS/Tech support. Tension stopped working after 6 months. With Covid, no on-site repairs are being done. After trying to troubleshoot, I was given the choice of trying a repair part or getting a new EX3 bike. I opted for the new bike. Came in about a week and they supplied me with return shipping through FedEx. He couldn't be nicer or more helpful.
Wendy Somerville
Nov 28,2020The company lacks organization and is unwilling to assist with resolving product issues. I received the echelon mirror 40’ in October. The package did not contain brackets required to mount. After 37 days and 12 calls, several of which they could not locate my information, I finally received the mount. The echelon is mounted, I scanned the QR code and paid for the service. When I tried to use the product, it cannot locate the mirror. I called customer service who informed the only way to resolve this is buying a flash drive to do a factory reset. There is no other way. So, instead of going to Walmart I will go to ups and send this product back for a refund.
Thomas Porter
Aug 07,2020Purchased a rower and white EX3 bike for my wife on May 06. On the website is stated that the bike would be shipped out the week of May 22 and rower on June 02. I chose the white bike because it showed it was the quickest to be shipped out. We received the rower on June 12 a few after but with everything going on in the world that’s fine. I kept calling and asking about the bike and kept being told that the bike was going to be shipped out the following week due to Covid 19. After not getting the bike still I called and asked to speak to a supervisor but was told that my order was referred to Corporste and that someone would reach out to me within 24 to 48 hours. Nobody ever called me back. I called again the following week and spoke with a customer service rep who stated that her boss was in a meeting but would call me back by the end of the day. Asked for her extension or email and was told that would not furnish me that information asked for extension to Corporste or and email to someone in Corporste and also stated that will not furnish me that the information. Finally after a few weeks I disputed the charge of the bike in my credit card company thinking they would have better luck helping me get my bike. I called and they said I cancelled my order to which I replied that was not true but that I was disputing the bike charge because I still had not received and it was the last week of July and was unacceptable. The male stated that he would help me and give me the end of the day and would find out where the bike is and make sure it was delivered the following week. For all my headaches they would give me 90 days free FitPass. Well low and behold never got the bike the following week so emailed them back saying to keep the bike and your terrible customer service experience. Nothing but lies and horrible customer service experience. I’ve never had such a bad experience ordering an item ever. Wish they had better communication with there customers.
Century Oaks Drive 6011, 37416, Chattanooga, US
http://echelonfit.com
Deanna Grigio
Sep 13,2021Absolutely the worst customer service experience I have ever had! Canned emails, no live people. I ordered a bike And paid my money. I did not get any information other than a tracking number, which did not matter because they would never actually bother shipping the bike..so the number never helped. It’s been almost 3 weeks and they cannot answer me about why they won’t send my bike. It is paid in full.