"They Could Not Have Worse Customer Service If They Tried!"

Absolutely 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.

"Much better Software needed!"

Great 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.

"I bought an echelon ex3 bike as it came…"

I 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.

"I like the rower"

I 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.

"I bought an ex3 bike in Feb 2021"

I 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.

"Customer Service terrible."

I 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.

"Unauthorised payments taken..."

My 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.

"Horrible customer service."

Multiple 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?

"Horrible customer service"

Horrible 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

"Horrible service"

Horrible 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.