"Horrible customer Service"

I am beyond frustrated with Echelon. I have an Echelon Connect 5XS bike. It was great at first, however, I have been having issues since February 2024 with the bike not updating. The update apparently fixes issues with the classes being in complete silence. I have been contacting Echelon customer service on a regular basis since February and they have been zero help. I keep getting told they are working on it and to keep trying periodically to update it. Meanwhile, I’ve already prepaid for a two year membership I cannot use because the bike is useless without the update.
Extremely poor customer service, and I wouldn’t recommend buying any of their products.

On May 20, 2024 after writing a bad review about the Echelon, I finally received some useful customer service. The response from Echelon resolved my issues. Thank you.

"Worst Customer Experience"

In December 2023, I placed an order with your company. Despite multiple follow-ups and inquiries, the delivery was significantly delayed, and I did not receive the product until May 2024. To my dismay, upon receiving the product, it was found to be non-functional.
Since then, I have been in constant communication with your help desk, raising multiple complaints and requesting a resolution. Unfortunately, each interaction has only led to frustration, as no effective solution has been provided to date.

As of today, there has been no follow up or status update relating to my complaint and I am looking into sending it a complaint with the FTC's Bureau of Consumer Protection to understand what my options are as this is unacceptable to be waiting 6 months for a paid product.

"Good Experience with my Stride Treadmill"

I purchased a Stride Treadmill about a month ago and am really please with the entire experience now that I'm actively using the app to guide my tread workouts. The equipment setup was really easy, and I feel like this is going to be a game changer for my husband and me in terms of being able to get in a workout when we are short on time (we have a toddler and busy work schedules, like many). I really enjoy the app content and class selection and feel like there is such a large variety that I won't get bored, plus I have access to other types of workouts, like weight lifting, which will address other fitness goals of mine. Overall, very positive experience with Echelon.

"Avoid Avoid Acoid"

Do not purchase anything from Echelon, worst mistake I’ve ever made.

The exercise bike I purchased screen didn’t work and took an age to get a replacement. Then the App update had “glitches” and took 4 months to get sorted out. All whilst this was going on they kept taking membership payments from my account as they said they couldn’t stop them. I’ve finally managed to stop payments but I’m stuck with the machines I can’t use……..

Avoid this company

"Great company and products!"

Great company and products! I am part of the majority of Facebook groups that members of Echelon have made and it is such a positive and fun community. All of the instructors and people at echelon really care about the members, they even throw member appreciation weeks! I like that they have a ton of different products so there are so many options to choose from for what fits your home and your budget. Happy to be part of the community!

"I purchase a slimline deluxe treadmill."

I purchase a slimline deluxe treadmill.
Don’t make the same mistake.
Loud, grinding melting plastic smell now dead in less than a year.
Distance and speed tracker was never accurate. 5 calls into cut service and still no resolution and now a treadmill that is completely worthless! Do Not buy

"Echelon Life time member!!!"

I have been apart of the Echelon Community for 3 years now and I honestly can say I will never pay for a trainer again. The on demand aspect lets me workout on my own time and the variety of classes allows me to get a full body workout in.

I can't say enough good things about Echelon from the trainers to the customer service experience!

"I emailed them this on 2/22/2024 and…"

4/30/2024 I suddenly had a fedex email for the replacement part sent and it also of course did not work. The only option left is to use it broken or make the company replace it and send a tech to install it. I kept asking if they could come weekends or holidays around my work schedule and they said they had to process the replacement first. Its been 24 hours and no update. 4/16/2024 After I report them on here, google and BBB they offer to send a nearly identical model that cost $20 more. Here is my reply: How is that going to help me, I'm not putting another one together & trying to dispose of the other. I am disabled and live alone. I want the part or a refund and QVC said per Echelon it had to be returned in the box, which is impossible to put back in the box because you have to cut it open and remove the padding to get it out. I'm sure the display or something would be broken on the other one too, just like all the ones you sold qvc, look at the reviews.
I emailed them this on 2/22/2024 and have been lied to about a replacement part being shipped until its too late to return.
Body:
I received a defective ez step bike I bought on QVC, Order 6988048075 2/17/2024 It didn't have enough screws and a piece of black plastic broke off of somewhere when I opened the box. Poor instructions, needs clearer screw size instructions/letter or # stickers on parts. The back rest is terribly hard and small, it pushes on my tailbone which already gives me chronic pain. It could be larger and more rounded But the clincher is the display does not work. I opened 2 new packs of batteries and it never turned on. How do I get this replacement part?

"Cancelation is VERY difficult unless you call!"

When you buy an Echelon bike, you are given a trial period with the Echelon app. This app is glitchy and not nearly as fully-equipped as the Peloton app, and the price for membership is exorbitant. If you go onto the website to cancel the subscription, it of course doesn't work, but there's no indication either way as to whether the cancelation went through or not. It's a good thing I called their customer service line to cancel over the phone, because they told me my account was still active despite several attempts to cancel online. I'd have been charged nearly $700 at the end of the month!
The man on the phone was helpful enough, but gave me about five different spiels about "promotions" they had going on to rope me back in. Every time I said "I just want to cancel," I was read another stock line about some other paid membership tier.
The fact that they not only make cancelation through their site nearly impossible (if not entirely impossible), while making it seem like you CAN cancel online, paired with the number of times they try to rope you back in when you do call, tells me that this company is shady as can be.
AVOID AVOID AVOID.

"Customer service lacks service"

I have multiple bikes and bought a new EX5s. It has had nothing but problems and customer service says they will get back to me and never does. Terrible service!