Poor service and product Continuous fault with the machine causing lack of speed to show replaced parts twice in 2 years including main circuit paying nearly £150 on parts Still didn’t work and w... Toon meer
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Debbie in customer care was excellent. She very helpful and arranged for an engineer to come out to me. Also was not aware of the guarantee on certain parts of the treadmill. Impressed that didn’t ha... Toon meer
Bedrijf heeft geantwoord
Quality of the product / classes etc has dropped massively in the two and half years I have been a member. The latest issue is the removal of the link to Strava. I’d be very wary if I was a new cu... Toon meer
Bedrijf heeft geantwoord
Thank you Debbie for all you assistance . Treadmill finally up and running . Unfortunately too many days off work to be there for the repairs.
Bedrijf heeft geantwoord
Bedrijfsgegevens
Over Echelon Fitness UK
Geschreven door het bedrijf
Echelon is 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 whilst always engaging our member-based community.
Echelon’s wide variety of high quality smart bikes, smart treadmill, smart rower, and smart fitness mirror allow people to workout in their own space, in their own time, and in their own way by delivering a community to inspire, classes to challenge, and instructors to motivate. Experience connected home fitness unlike ever before with Echelon.
GET THE ECHELON APP
Contactgegevens
Verenigd Koninkrijk
- +44 (0)1675 623433
- cs@echelonfit.uk
- echelonfit.uk
2,8
Gemiddeld
278 reviews
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Quality of the product / classes etc…
Quality of the product / classes etc has dropped massively in the two and half years I have been a member. The latest issue is the removal of the link to Strava.
I’d be very wary if I was a new customer.
23 juli 2026
Antwoord van Echelon Fitness UK
Thank you for taking the time to share your feedback. We're sorry to hear that you've been disappointed with your recent experience.
We understand how frustrating the recent Strava integration issue has been for members who regularly use this feature. Our technical team is actively working to restore the integration, and we appreciate your patience while this work is ongoing.
Your feedback regarding both the app and our content is important to us, and we'll ensure your comments are shared with the relevant teams as we continue to improve the member experience.
Thank you again for your feedback and for being an Echelon member over the past two and a half years.
Thank you Debbie for all you assistance…
Thank you Debbie for all you assistance .
Treadmill finally up and running . Unfortunately too many days off work to be there for the repairs.
23 juli 2026
Review zonder uitnodiging
Antwoord van Echelon Fitness UK
Thank you for your review.
We're delighted to hear that your treadmill is now up and running, and we'll be sure to pass your kind words on to Debbie. She'll be happy to know her assistance made a difference.
We're sorry for the inconvenience caused by the repair process and appreciate the time you had to take away from work while we resolved the issue. Thank you for your patience, and we hope you enjoy many happy workouts with your treadmill.
Disappointing customer service and quality control
I purchased an Echelon treadmill costing over £1,000 and was disappointed to discover that it arrived with part of the frame left untreated which had already turned rusty.
After contacting customer services, Echelon’s engineering team confirmed that the paint had been missed during the manufacturing process, leaving the metal untreated. Although they advised that this “should not” affect the performance of the treadmill, their recommended solution was for me to clean the area and spray paint it myself.
I explained that I was concerned about the long-term durability of the treadmill and that I did not feel it was reasonable to expect a customer to repair a manufacturing defect on a brand-new premium product. Rather than offering an alternative solution, I was advised that if I wanted a replacement or refund, I would need to contact the retailer, as Echelon only supports warranty claims with parts, repairs and engineer visits not manufacturing issues (which is concerning as they are the manufacturer).
I asked for this to be referred to a manager however my request was ignored in a passive aggressive email.
What has disappointed me most is not just the manufacturing defect, but the after-sales service. I expected a company selling premium fitness equipment to take ownership of a manufacturing issue and provide a solution that didn’t involve the customer carrying out repairs on a brand new machine.
I hope my experience is an isolated one, but based on the quality control and customer service I have received, I cannot recommend Echelon. I should’ve stuck with my trusted American fitness machine company that rhymes with ‘skeleton’. Their customer service and after sales support is far superior.
UPDATE: Not once was the warranty process explained to myself. I would question if rust is a cosmetic issue!
Save your money and go somewhere else. This company has an average 2.1 rating for a reason.
22 juli 2026
Review zonder uitnodiging
Antwoord van Echelon Fitness UK
Hi Rebecca,
Thank you for taking the time to share your feedback. We're sorry to hear that you were disappointed with both your product and your experience with our Customer Support team.
From the outset, our engineering team investigated your concern, confirmed that the cosmetic issue would not affect the safe operation or performance of your treadmill, and explained the options available under our warranty process.
Where products are purchased through an authorised retailer, any requests for a replacement or refund must be handled by the retailer in accordance with consumer legislation. As the manufacturer, our warranty support covers the repair or replacement of components where appropriate, and the guidance provided was in line with that process.
We appreciate that this was not the outcome you were hoping for, and we're sorry that you were left feeling dissatisfied.
Thank you again for taking the time to share your feedback. We take comments such as yours seriously and are always looking for ways to improve both our products and the service we provide.
Very good app
Very good app, I enjoy the classes and love that I got a T-shirt for doing 100 classes
7 juli 2026
Antwoord van Echelon Fitness UK
Thank you for your review!
We're so pleased to hear you're enjoying the app and our classes. Congratulations on reaching 100 classes, that's a fantastic achievement! 🎉 We hope you're enjoying your milestone T-shirt, and we look forward to celebrating many more milestones with you.
Thank you for being part of the Echelon community!
Debbie in customer care was excellent
Debbie in customer care was excellent. She very helpful and arranged for an engineer to come out to me. Also was not aware of the guarantee on certain parts of the treadmill. Impressed that didn’t have to pay except for call out fee.
Hopefully treadmill will be up and running soon. So far great service.
5 juni 2026
Antwoord van Echelon Fitness UK
Thank you for your lovely review, Mark! We're delighted to hear that Debbie was able to provide the support you needed and arrange for an engineer to visit.
It's great to know she was able to explain the warranty coverage and help make the process as straightforward as possible. We'll be sure to pass your kind words on to Debbie; she'll be delighted to hear them.
We hope your treadmill is back up and running very soon, and thank you again for taking the time to share your experience.
Good product sensible price 👍
23 juni 2026
Antwoord van Echelon Fitness UK
Hi there,
Thank you for your great review! We're delighted to hear you're happy with your Echelon product and feel it offers great value for money.
We really appreciate your support and hope you continue to enjoy your workouts!
Treadmil Fixuiry
Quick to reply to my enquiry and once treadmil was fixed checked that it was now working properly
27 mei 2026
Antwoord van Echelon Fitness UK
Hi Caroline,
Thank you for your review! We're delighted to hear our team responded quickly to your enquiry and followed up to make sure your treadmill was working properly.
We really appreciate your feedback and hope you continue to enjoy your Echelon experience!
Poor service and product with constant faults
Poor service and product
Continuous fault with the machine causing lack of speed to show replaced parts twice in 2 years including main circuit paying nearly £150 on parts
Still didn’t work and was told I needed to pay another £125 for someone to come out and look at the bike
No further support or help offered for the fact that I’d payed thousands over the years on subscriptions
So I’ve now cancelled my subscription and wouldn’t use again
18 mei 2026
Antwoord van Echelon Fitness UK
Hi Rhys,
Thank you for taking the time to share your feedback. We're sorry to hear that your experience has left you feeling disappointed.
We understand how frustrating ongoing technical issues can be, and we're sorry that we weren't able to meet your expectations. We appreciate the time you've spent as an Echelon member and the feedback you've shared.
If you'd be willing to discuss your experience further, we'd welcome the opportunity to review your case and see if there's anything more we can do to help. Please don't hesitate to contact our Customer Support team through our support portal here: https://support.echelonfit.com/new
Thank you again for your feedback.
Kerry in customer service has really…
Kerry in customer service has really helped me I love the bike love the classes and the customer service from Kerry has been amazing 🤩
9 juni 2026
Review zonder uitnodiging
Antwoord van Echelon Fitness UK
Thank you so much for your review! We're thrilled to hear you're loving your bike, enjoying the classes, and that you've had such a positive experience with our Customer Support team.
We'll be sure to pass your wonderful feedback on to Kerry. She'll be so happy to know she was able to help and make such a positive difference.
Thank you for being part of the Echelon community, and we wish you continued success on your fitness journey!
Be careful of the 1 month FREE trial - it could cost you dearly
Found out 13 months after signing a one month trial of the app that I had been paying £29.99 a month. Cancelled that now but they were not receptive to anything more than the recoup of the month that had just gone through that had alerted me to the issue. I know this is strictly my fault as either I didn't read the T's and C's carefully enough or if I cancelled it and didn't go through and I didn't check. That said they can see my usage and that I haven't used it for 12 months. There should be a mechanism for alerting you and 1 month back is pretty insulting. You can be sure they are tracking these metrics internally. I have three machines which I'll continue to use but not with the App and I won't be recommending them to anyone else or rebuying into the subscription. Feel let down.
8 juni 2026
Review zonder uitnodiging
Antwoord van Echelon Fitness UK
Hi Kirsty,
We're sorry to hear that you were disappointed with your experience.
Our subscriptions are set up to renew automatically following the trial period unless cancelled, and details of this are provided during sign-up and within the account. However, we appreciate that subscription renewals can sometimes be overlooked, particularly when a service isn't being used regularly.
While we're unable to refund historic subscription charges where the service has remained available and active, we did review your account and offered a refund of the most recent billing period as a gesture of goodwill.
We value your feedback regarding renewal reminders and account notifications, and we'll ensure this is shared with the relevant teams for consideration. We're sorry that on this occasion we haven't been able to reach the outcome you were hoping for.
Kind regards,
Echelon Ft UK
Great service from Michelle
Big shout out to Michelle in customer service at Echelon. I bought my Connect EX5S bike second hand here in Spain and everything was very out of date. The bike just would not update. Michelle kept going with solutions and talking to technical team and today I got it updated - everything works great.
8 juni 2026
Review zonder uitnodiging
Antwoord van Echelon Fitness UK
Hi Jennifer,
We're so pleased Michelle was able to help get you up and running!
Good customer support- Debbie
Debbie was very helpful and responsive. She sent out new parts and arranged an engineer to attend under warranty.
14 mei 2026
Antwoord van Echelon Fitness UK
Hi Tom,
Thank you for sharing our feedback. We're delighted Debbie was able to resolve everything for you and get you back up and running!
Fantastic Products, Great Service
I have purchased a few items from Echelon now over the last 2-3 years, I have a treadmill, stair climber and my latest purchase being a bike, it will for sure not be my last, the service and products are top quality and built to last I would highly recommend Echelon as a brand that you can trust not just with the service but good quality products that make your fitness journey more enjoyable.
15 mei 2026
Antwoord van Echelon Fitness UK
Hi Zamir,
Thank you for taking the time to provide us with your feedback. We're so pleased to have you as part of our wonderful community!
No better than a cheap dumb treadmill at this point!
Been going back and forth with customer service for almost a month since this rather expensive walking pad was delivered. It will not connect to our WiFi and even now it's supposedly connected via ethernet nothing remotely smart loads. They have tried blaming everything but admitting there is an issue with the treadmill. Our internet works for everything else without issue. Customer service is back and forth on email and there is no way to speak to a human being. I could have spent less than half on a dumb treadmill which is now all we have access to! This will be being returned one way or another.
21 mei 2026
Review zonder uitnodiging
Antwoord van Echelon Fitness UK
Hi Lyndzey,
Thank you for taking the time to share your feedback. We’re really sorry to hear about your experience and understand how frustrating this must have been.
We’d very much like the opportunity to look into this further and help resolve things for you. Unfortunately, we’ve been unable to identify your order or any related support ticket from this review.
We've requested further information and once received, we will be able to provide further support.
Kind regards,
Echelon Fit UK
I'm really pleased with my echelon…
I'm really pleased with my echelon treadmill but when it goes wrong it is a disaster as I've had to wait 3 weeks for someone to come out to look at it. This is really frustrating. This is the 3rd time it has stopped working since I bought it 3 years ago which isn't bad for the amount of use it gets. I'm just going mad without it
12 mei 2026
Antwoord van Echelon Fitness UK
Hi Jo,
Thank you for your review.
We're delighted to hear how pleased you are with your treadmill and that it's become such an important part of your routine. We are sorry to hear you're currently waiting for an engineer visit and understand how frustrating it is to be without your equipment. We appreciate your patience and hope to have you back up and running as quickly as possible.
Echelon Fit UK
Do not buy this equipment unless u need…
Do not buy this equipment unless u need a very heavy doorstop. They have driverless cars these days but u can’t connect this equipment to the app unless every Bluetooth device within a 50 mile radius is off . Useless thing!!!😩
20 mei 2026
Review zonder uitnodiging
Antwoord van Echelon Fitness UK
Hi Pabre,
We’re sorry to hear you’ve had trouble with your equipment and app connectivity. That’s certainly not the experience we want for our customers.
As we’re unable to locate your details from this review, could you please reach out to us directly with more information about the issue you’re experiencing.
We’d like the opportunity to look into this further and help get this resolved for you. You can contact us here: https://support.echelonfit.com/new
Kind regards,
Echelon Fit UK
I find the echelon bikes a really good…
I find the echelon bikes a really good example of badly engineered tech.
You can't use the bike unless you connect via Bluetooth to their app.
Which would be ok if the bike ever connected properly ! I had to buy a second manual bike to use when the echelon refused to connect, and most days I end up using that.
I certainly wouldn't recommend an echelon unless you are a masochist
16 april 2026
Review zonder uitnodiging
Antwoord van Echelon Fitness UK
Hi Andrew,
Thank you for your review. We’re sorry to hear about the difficulties you’ve experienced with your bike connectivity.
We’d really like to look into this further and see if we can help, however we’ve been unable to locate your account or order from the information provided in your review.
Please could you contact us directly with the email address linked to your account and/or your order number so we can investigate this properly? You can contact us here: https://support.echelonfit.com/new
We look forward to hearing from you.
Kind regards,
Echelon Fit UK
I cant comment on other experiences or…
I cant comment on other experiences or the quality of tbe equipment, however i can comment on the customer service. Due to unforseen circumstances i had to cancel my order before it was delivered. Debbie was excellent. Fast to respond and communicated every step of the way in fascilitaing my request. So for that they get 5 stars.
19 maart 2026
Review zonder uitnodiging
Antwoord van Echelon Fitness UK
Hi Nathan,
Thank you for your lovely review! We're delighted to hear that Debbie was able to assist you and make the cancellation process as smooth as possible.
We'll be sure to pass your kind words on to Debbie. She will be so pleased to know her support and communication made such a positive impression.
Thank you for taking the time to share your experience, and we hope we'll have the opportunity to welcome you back to Echelon in the future.
5 star customer service
After I had an issue with my treadmill I was apprehensive about the response I would get from customer services due to the negative reviews on here.
Turns out I had nothing to worry about.
After submitting the details of the fault I was contacted very quickly and the whole process was easy.
The customer service agent named Debbie was extremely helpful from the start and she resolved the issue for us. It was reassuring that it was always Debbie who I had contact with, as I hate being passed to different agents. Debbie even contacted me afterwards to check if everything was ok! I really cannot fault the service and I've had a positive experience with this company.
31 december 2025
Review zonder uitnodiging
Antwoord van Echelon Fitness UK
Hi Kate,
Thank you so much for taking the time to share your experience. We're delighted to hear that we were able to exceed your expectations and provide the support you needed.
It's wonderful to know that Debbie kept you informed throughout the process, resolved the issue, and followed up to make sure everything was working as expected. We'll be sure to share your kind words with her. She'll be happy to know she made such a positive difference.
Thank you again for your feedback and for giving us the opportunity to help. We hope you continue to enjoy your treadmill and wish you many happy workouts ahead!
Save yourself the hassle... choose Peleton.
Premium brand, poor customer service.
I paid over the odds for a replacement power adaptor (which should have lasted longer for the price of the bike...). The team sent me half a power adaptor and then spent 2+ weeks arguiging internally about why. I ended up having to repurchase the adaptor because they missed their own deadlines. Honestly, just go with Peleton...
24 februari 2026
Review zonder uitnodiging
Antwoord van Echelon Fitness UK
Hi Rachel,
We’re sorry your original order was incomplete and that resolving this took longer than it should have. We understand how frustrating that must have been, particularly if you felt you needed to purchase another adaptor in the meantime.
The missing part has since been sent, and we’re reviewing what caused the delay to ensure this doesn’t happen again.
Kind regards,
Echelon Fit UK
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