"Pleased with Lockdown Purchase"

I 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.

"Bike is not too bad but aftersales support is"

Bike 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.

"Still no bike!"

Ordered 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

"Great Bike, Average (and overpriced) software"

Great 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.

"DO NOT BUY FROM ECHELON"

DO 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

"I'm giving them 5 stars due to an…"

I'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.

"The company lacks organization and is…"

The 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.

"Purchased a rower and white EX3 bike…"

Purchased 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.