Sole Fitness Reviews 1.126

We bought the F80 treadmill and when we unpacked it to assemble, realized that it had 2 left lower handlebar covers instead of 1 right and 1 left. Sole Fitness customer service agents are among the most rude that I've ever dealt with. The latest one today is named Abby who was belligerent, talked over me and then pretended that she could not hear me.

I ordered a treadmill from them in November. Seems like they use a 3rd party who then uses another subcontractor to deliver. A random guy who didn’t identify himself as being from any company contacted me to drop off my treadmill. It sound odd but I went with it. The day and time came and went and no call or email from anymore. When you are paying $4000 for equipment you should expect a little more professional service. I wanted to give Sole a try but couldn’t get the product from them. Sadly I can’t recommend this company, save yourself a headache and look elsewhere.

Purchase a treadmill in the end of April 2022 , first they brought wrong one on day of delivery, but they return another day. After only three uses it just stopped working , which was on May . Called and they replied they would send me a part by mail and when I receive it to call them so they could send a technician to fix it. Well on October I called and fill out a form to request a refund because nothing came and I am completely disappointed. And now all they replied back was that refund denied because it has been more than 30 days . Why do they think I want the refund , because it has been more than six months and they didn’t fix it. They just replied that I was welcomed to get legal help but they have a 30 day return policy. At this point I will get legal help if I don’t get the refund. I recommend others not to purchase from them if you don’t want to go through any of this frustration, don’t throw your money, 100% not worth it.

Worst experience I have ever had with an online order. Received a broken treadmill.They cant find a technician. They want me to ship it back to them for a refund. Shipping a 400 plus pound item that was broken from the beginning is unbelievable. They do not answer the calls.They only email. FULL OF EXCUSES! I cant even leave an order number because the entire experience from the beginning was a cluster... I never once even got an email confirmation for my order. TWO MONTHS OF NOTHING. STEER CLEAR.

I wish I had something nice to say about this company and their services but I don't. For 6 weeks, I never received my equipment. They use some company called Select Express. Neither company really cares about the customer. I purchased the E95 because of the warranties and the advertised quality. Well, I never received. Not only did I not receive it. The communication by both companies was horrible. I am reasonable person. You spend $2000 on equipment. You expect to get it in a reasonable time and communicate if you can't make your appointment. Don't have your customer take off work 3 times for appoints that you can't make. They didn't even call to say we will not be able to make it. If they can't even deliver the equipment, why would I expect them to deliver on any warranties or guarantees. By the way, I purchased a CC81 climber a month before I bought this item. After just a week, it began to sqeek on the right handle. It took 4 weeks for them to come to fix that. I paid deliver and set up for both machines.

If you are serious about getting in shape and want a dependable company. I strongly recommend looking and other brands. Sole simply does not care about the customer. I really wanted this to work out, but when you don't even get the machine it really sucks.

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My daughter took her hard earned money and bought a treadmill, less than a year the belt keeps moving to the sides. we followed the manual to fix it, but aniseed above 1 it moves to the side. We called sole warranty and after trying 2 times to get it fixed, any speed above 1 it stiles moves, the girl had me increase the speed to 3 and it moved and folded over. Going back and forth with warranty only to find out it is not covered. The most important, basic piece of the treadmill is not covered. However if something electrical malfunctions it is. If I cannot turn the treadmill above 1, then what's the point of the treadmill and its' lousy warranty??? Really thought Sole would stand by its product but no..worst purchase we could have made, no matter how could your product is, a machine can break and that's what a warranty is for! So buyers beware, your treadmill may work great for a few months but after that you are stuck with a clunker that can't be used!

I loved my treadmill while it worked. And I was really impressed by Sole customer service during the process of buying our treadmill.
But now that it's broken, customer service has been a nightmare. It took numerous emails over two weeks just to get a reply from their support department. Then they sent me one part while telling me that wasn't my issue and I needed a different part. When I asked why they didn't send that part she said she'd ordered it but it was backordered with no arrival estimate. But I was never sent an order confirmation email or anything. So now I have a treadmill I haven't been able to use for over two months. Due to health reasons I can't wait indefinitely and will have to buy a new treadmill soon. I definitely won't be purchasing a Sole

I purchased a Sole elliptical from Amazon. It was shipped to me directly from Sole Fitness. After major clanking noises on 4 separate occasions, and 4 service calls later, Sole agreed to take back the defective elliptical because they couldn't fix the issue. This took hours of my time, including staying home from work to accommodate their technicians. Their customer service was terrible and did nothing to make me want to get a replacement rather than a refund. Even though I paid for professional installation, I was told by Sole's customer service that I had to take it apart and bring it to the curb when their truck showed up. I told them I paid for professional installation because I couldn't physically move such a heavy piece of equipment. They didn't care and said that "policy was policy". Buyer beware when it comes to this company!!! I would gladly pay more for a piece of equipment if the customer service was excellent.

I bought my first Sole treadmill back 10 or so years ago. I used it consistently and really enjoyed the features. Unfortunately, I started to have maintenance issues a few years in and ended up spending quite a bit on service to get regular issues fixed. The 3rd party service agent that Sole pointed me to did a great job so I continued to use it until it just became too expensive to continue to maintain. November 2021, I bought a brand new F80 for the holidays and paid to have it delivered and set up. I have been using it now consistently, although I have also been riding my husband's spin bike as well. I now have a belt issue where the belt won't stay centered on the rollers. I have spent time on the phone with customer support and technical support, but nothing they advised fixed the issue. I finally asked why this wouldn't be covered under the warranty since the treadmill is less than a year old. They gave me several excuses but finally said they would "submit it for approval by a manager". That was a week ago and I called them again yesterday to check in on the status of the approval. That is terrible customer service and gives me zero confidence that their warranty means anything if they won't stand behind it. Also note that several places in the owner’s manual it states that if the belt is not aligned it can damage the machine and VOID the warranty. After trying myself to no avail, I would like a service tech to look at it. It seems as though they WANT you to void the warranty!

I bought the CC81 Climber in Aug 2020. This was a very expensive piece of equipment; a significant investment. It arrived as communicated in mid September and I was excited. Took about 45 minutes to assemble. Began using immediately. This is a excellent piece of equipment; incredible work out. However, Sole has a number of problems: 1. Poor quality control in packing: I received two left handles. Felt this was bad sign and soon fond it it was. 2. Poor manufacturing, I think. The machine was well designed and operated great for 4 months...then equipment problems began. First, a knock began. I isolated this to stepper paddles rubbing. After thorough inspection, I found the paddle arm was cracked just behind a joint weld. This means machine is out of commission. Hmm..not a great sign and it was all downhill from there. 3. Absolutely the worst customer service. Sole contracts to another company customer support. My machine was still under warranty, now Feb 2021. I call the support number. It takes a few calls before I get an answer. I describe my problem and guy places an order for the part. Not sure how he knew which part, He states he will notify a technician but I will need to schedule appointment "at my convenience". Could not be a more incorrect characterization. The service technician is sub-contracted and obviously a independent contractor and my repair will be at HIS convenience. Takes 3 weeks before he can come. He arrives, looks at the part sent by Spirit Fitness (service contractor),looks at the machine, and says they sent the wrong part. He orders the correct part and states when it arrives to call and schedule an appt. We are now approaching Mar 2021. I find out the part is on the way...meaning in shipment from across the Atlantic. The Part does not arrive until end of May. Call service tech....he will see when he can work me in. Now it is Jun 2021. He arrives mid june. Fixes the machine. I am excited , back in business. Two week later the same very same problem, but with the opposite paddle arm...UGH! I call warranty service (Spirit Fitness) and report the problem, but this time I know the part needed and get right part ordered. Same scenario...they put in order to technician but I must schedule appt. BUT, BUT...I must wait until the part arrives. Two weeks later part arrives...I call the tech and he claims to know nothing about my service need. I schedule the appointment anyway and call Spirit who assures me they will sort out arrangement. The appointment is in one week. I hear nothing, Tech is a no show. I call Spirit, they call the tech, Spirit says call tech and schedule appt. I do...no show. It is now Aug 2021 I call Spirit who now informs me the machine is no longer under warranty but they will get me another technician. It is now one year later, Aug 2022 and me and my $1600 piece of junk are waiting....still.

Worse customer service ever!!! 5 months trying to get parts to fix my treadmill that the wires burned after 61 miles on the machine.

Worst customer service possible. Horrific experience

I received my machine in December 2021, an E35. It never worked, showing little to no resistance 1/2 the way to the top setting rendering the programs (e.g. fat burn, etc) useless. The firm sent repair people to my home 3 times between January and March, unable to resolve the problem. I emailed and called multiple time and the firm agreed that I should be able to return it, but I never heard back. I called and they agreed but never sent return authorization or a box, which considering it has been 4 months and I have a disability would be appropriate. However, there was not even an offer of a return without providing a box. I tried to work with them and offered a partial refund to settle the issue, they did not try to make any offer. Would never buy from them again. I have multiple emails records and made multiple calls to the firm.

Terrible customer services. Prior to writing this I read some reviews on Sole customer service. Ten to one harrable frustrating customer service. Reviews suggested not doing business with these folks if you can avoid them. Some of us already have a sole 300 pound junk bolder in our living room that doesn't work. I will not enter my number. These folks are so bad I'm afraid of retaliation!?!

Sole F65 treadmill. 6 weeks old, hardly used, a lot of Loud Whining noise from the motor (much louder than a 'quality' motor should be) and a rhythmic clunking sound from somewhere. Low speed is not quiet and higher speeds are even louder. Also has developed a clicking noise when using incline function. When I told the sole rep that this was not whisper quiet as advertised the reply was, 'well they don't make them like they used to'! So they are saying, we charge a lot more money now for our product but we now make useless garbage instead a quality product. This certainly seems to be true. Bad product and poor attitude about it. Then I was told to submit a video of the noises so that 'They' could let me know if it was normal/acceptable, what a joke. If it is advertised as quiet and it is noisy then there is nothing normal about it. Their idea of normal will be whatever suits them so that they do not have to honour warranty. I was also told to jump up and down on the deck without the treadmill running, to see if this stops the clicking noise when inclining! REALLY, that is your solution for a poorly made product, jump up and down to fix the noise! How about you make a decent, noise free, product and when there is a problem send someone out to fix it. Even if the incline noise temporarily goes away from jumping on the piece of junk this will not be a long term solution! This company might have made a quality product many years ago but now they are using cheap low quality parts and trying to Rely on their Past Reputation. It's just a matter of time before consumers will realise what many of us already know, Sole has gone down the proverbial hill, at a very high rate of speed but they probably didn't make as much noise doing it, as Their Treadmills Do. UPDATE
After two months of emails, making too many videos of the same problem and two repair visits the treadmill is worse than ever. New incline motor is as bad as the old one, the noises when inclining and going back down are even louder. I have requested a full refund based on soles product being junk but dyaco/sole are still wasting time and supposedly looking into it, whatever that means. These people do not care about the customer. they kill time hoping you will give up and go away.

Sole Fitness uses a freight company to deliver their equipment to their customers. Unless you have your own forklift or a moving company, don't plan on getting these 400 lb. treadmills into your home without assistance. From there, if it's going upstairs or downstairs, good luck. This treadmill was dropped off at my garage door, on the opposite side of the front door where the treadmill would be coming inside. It was left on a pallet in my driveway without any assistance from Sole or the freight company. Upon returning the treadmill, you have to get the thing back outside on your own and hope it doesn't snow or rain before the freight company picks it up again.

My review is specifically around customer service as I haven’t had adequate time to properly review the treadmill (F63) recently purchased.

The subcontracted delivery service was a nightmare initially but the efforts made by soles customer service to fix it as quickly as possible (considering COVID/ staff shortages etc) was impressive and commendable. For context I am A Canadian customer, ordered Jan 18/2022, directly from sole and spoke with the same person until issue was resolved. Gave me great confidence that they will Stand behind their products.

I bought Sole Treadmill 2021 Thanks Giving. I found immediately that the lock at the bottom of the treadmill was not working after I assembled it. I called the customer support and they sent the lock to be replaced but till now no one has come to fix this issue. I have sent multiple emails to customer support and called them and I get to hear that my issue is assigned to a technician and some one is going to come and no one has come till now. It is close to 4 months. I made a mistake of buying this product. Please don't buy this product as their customer support is very bad and they don't care after you purchase the product.

I am so disgusted and disappointed In this company. My treadmill that I’ve had for 3 months broke and I have contacted customer support 6 times and have been told that my parts have been shipped but I still do not have them. No one will give us a tracking number because there isn’t one. I want it picked up and to be refunded. I am ready to move on from this bad experience. We have no order number because they haven’t done anything to give us one.

what a huge waste of money! machine makes knocking sound and no one can fix it. tried to give it away on facebook no one wants it. Have had it less than a year and used about 5 times due to knocking sound. stay away from this company..CS is useless.