Sole Fitness Reviews 1.126

I received a broken treadmill and now it is a hassle to get it fixed. I reported that the treadmill came in damaged they said they will send me replacement parts and then I don’t have to assemble it because the service will assemble when they are replacing the damaged parts. Now for the service I have to take time off my work so they can come over.
Service came today and said that they only fix damaged parts they do not assemble treadmills.
I tried calling Sole but the customer rep kept talking over me, saying that it’s impossible that someone from their company sad that the service will assemble the treadmill for me blah blah blah. Always excuses. I specifically ordered treadmill from their original website so I wouldn’t have to deal with any BS. Now I got BS over my head. I WOULDNT SUGGEST PURCHASING THEIR PRODUCTS.

Worst customer service ever!

1.5 years ago I bought a F80 as a Christmas gift for my wife. Since then I have had to get the control board replaced 3 times. I am 220 lbs and jog for 2 miles at 7.5 mph for a total of 15 minutes. These treadmills are cheapy made and are not sturdy enough to withstand everyday use. Each time I have properly lubricated the treadmill above the recommendations in the Sole catalog that the treadmill come with. Do not spend your money. Each time you need to get the parts replaced its a long process on rewind. I asked if there was anything that can be done differently this time due to the treadmill being faulty or something and they said NO we will continue to have it looked at and fixed until the warranty is through and then I can try to return it to Dick's. Dick's Sporting Goods will not take it back it has been too long. Sole obviously does not stand by their products with no mention of upgrading to the "more commercial" treadmill or anything like that. Do yourself a favor and look elsewhere for your treadmill needs or you'll end up like me.

Update: Turns out they shipped quickly, just didn't bother to let me know and didn't update the order when I looked directly. Had to send an e-mail to find this out.

I ordered a treadmill a week ago, I had to contact them to even get a confirmation that they got my order, they said it would take 3-4 days to ship, it's been 7 days, and still hasn't shipped.

Pros: I love my elliptical machine. It only took about an hour for us to set it up and it works like a charm. My workouts are significantly better and more efficient than my old machine. The machine is quiet and easy to use.

Cons: the fan is the worst and I have to lean up on my tip toes to even feel it. Not even worth turning it on.

Shipping: This is the fault of the shipping company, not Sole. They scheduled a delivery for us 4 days earlier than it could even be delivered. So we had to take 2 separate days off work. Frustrating and the shipping company was not helpful in ANY way.

STOP DOING BUSINESS WITH THIS COMPANY. I purchased F63 from Sole Fitness and it delivery on time. However, I paid $200 to assembly and it run three time and treadmill stop working. Try to call the customer service and get transfer to technician department but no one picks up. This company never have technician on phone to help. I have to contact the shipping company to request for return. I have to paid another $150.00 for guy come to take the treadmill down and move to outside of my house because the delivery company will not help.
I spent total of $350 for NOTHING.

I bought a climber from them. First the unit came assembled WRONG from the factory. They have sent techs to the house THREE times and the unit still does not work. They pass me around between departments via email and phone calls. It feels like they just want you to pay for the product and then get so frustrated with the service that you will just give up DON'T buy from here unless you know you will NEVER have problems with the product you're purchasing

Some years ago I purchased one of their treadmills. First problem is they double charged me on shipping and I had to ask twice for them to refund the overcharge, which they eventually did. Second problem is because I paid for turnkey delivery (i.e., delivery and set up in the room of my choice) I had to be present for the delivery. I cut a meeting short to be at home during the appointed time but their delivery company failed to deliver it then. On another day, without notice of any delivery they just dropped it off on my porch, so much for the extra money I paid for turnkey delivery (incidentally, the phone number of the delivery service they gave me when I requested it was out of service). There were other problems such as the delivery company claiming they were not informed I had requested and paid for turnkey service (despite I did and Sole confirmed this).

I finally got them to cancel the order and pick up the treadmill but they then took awhile to refund my money. All around a really frustrating, if anything can go wrong it will, experience during which something like thirty or forty emails were exchanged (although the company ignored many of mine) only to end in me purchasing a different treadmill from a more customer service oriented company. .

I write this now (years later) because I am looking at purchasing an elliptical machine and checked the reviews of this company to see whether anything has improved with their customer service given their elliptical machines generally get good ratings. I now see that years after my terrible experience with them the negative reviews are still flowing in, and I want to let others know their bad customer service is a long-term problem that it seems they have done nothing to improve.

DO NOT BUY FROM THEM!! They use horrible 3rd party delivery services and will not help you get your purchase! Customer service is an absolute joke!!

Sole Fitness is a joke of a company. How can you miss delivery for ordering an elliptical 3 times in a row to my home. I just cancelled and I would never order another equipment from this company or Dayco (Taiwanese parent company).

Whenever you call in for a status, the customer agent has no clue where the delivery is.

I purchased the Sole F63 treadmill and waited over 5 weeks for it to arrive.
Once it arrived I noticed it was missing an essential bolt. I have to wait over a week for it to arrive so I can finally assemble the treadmill.
About a month later I get an email notifying me of a statement. I create my online account and notice that I'm a full payment behind on my account. I missed a payment. I was never notified. When I called customer service I got zero help.
This the worst customer experience of all time from any company.
If I had to do all over again I would never do business with this company. They have been terrible from day 1. I seriously regret giving this company a single penny.

Terrible at getting back.. terrible scheduling for in warranty repairs... and rude!!! I purchased a treadmill in Nov 2020 directly from Sole Fitness. It comes with a year long warranty. In March of 2021 it developed a squeaking sound. I wrote to them (email) .. no response for 2 weeks. Sent a reminder email. No response (and emails didn't bounce back). Then I found a customers service number and called them. They asked me send a video of the problem and determined a part needed changing. Call happened on April 9... It is May 19 today.. replacement parts have arrived. I have been calling them to get the repair schedule and .. no luck. To top it off, the call center lady got irritated at ME for asking her when my repair would be scheduled! They claim there is no record of my calling them to request a repair. Their supervisor is "busy on other calls" and could get back to me within the week! Their independent repairers have "their own customers and deserve the courtesy of Sole staff"! All fair points... I guess.

Unable to assemble my Sole F63 treadmill. The bolts and holes do not line up from the first point they need to and everything is thrown off from there! It is a huge pain to assemble, I couldn't do it and don't want to keep trying. It's made of flimsy plastic that breaks easily. Wires are visibly superglued in some places which is a huge concern to me. As I paid extra to have movers get it to my basement I'm profoundly irritated by this experience. I won't purchase another piece of exercise equipment let alone another sole treadmill ever again. I hope to get a refund and have my treadmill packed up and removed by Sole at no cost. What a complete waste of time and money.

Bought a sole F63. It took months to get to me. It’s not even 2 months old and makes a loud chirping noise. Sole doesn’t want to fix it for me. I’ve been back and forth with them to the point that the VP became part of the thread. I will never purchase anything from them ever again. Look around on the reviews about them before you buy!

BEWARE..... They have absolutely no interest in the customer after they swipe your credit card. I have been trying to speak to someone in management for weeks, you are put on eternal hold. I purchased my e95 eliptical 3 weeks ago and the module is defective. I should of read the BBB complaints before my purchase.

Made my decision for mdl 900, ordered, gave my credit card, was thanked for order...and have heard nothing since then. I'd like to know that the order is progressing, or stalled, or lost. Nothing.

DON'T BUY!!
I TRULY REGRET NOT LISTENING TO OTHER REVIEWER'S ADVICE. I bought a Sole E25 in Nov. 2020 and it came defective. Now it is in March 2021 and despite all the efforts and time I took in getting in touch with them, it is still not repaired/replaced. I want my full refund!!!! Don't buy and don't listen to those review sites!! No customer service at all! 0!!!

If I could give a zero, I would! CUSTOMER SERVICE IS THE WORST!!!! I've been trying to reach someone for over a month regarding the motor that stopped working and is under warranty. Wait on hold for 1/2 hour only to time out. Sent emails and left a message with the sales department looking for help which was useless! Buyer beware!!!!

Very Cheap product. DO NOT WASTE YOUR MONEY. Made in Taiwan with cheap plastic parts. it arrived with several missing parts and not functional. There emails were all invalid and there voice mail was full and it hung up on you. Never talked to anyone after 3 moths. Very unethical company. There are many quality companies who care about their customers you can purchase from with quality products but this was terrible. After 3 months I still cant get a response. Very expensive for what you get. Don't waste your money

Great product, but incredibly bad customer service. Purchased an E98 Elliptical in April 2020. A wire came loose high in the swing arm and needed to be reconnected. Simple technical repair, right ? Wrong. 6 emails, 3 phone calls (to a 1-866 number that puts you on hold for at least an hour) and 1.5 months later, nothing. No contact, no response and apparently no interest in service after the sale. My son was going to buy one for his place, but I advised against as he will not be able to get service or support.

Worst customer service ever. Purchase F80 in 24 Nov 20. Broke 23 Dec 20. Said bad board. Waited two weeks to get the board and another week for Atlanta Treadmill to get me on the calendar. Sent the wrong repair part. Waited another week for the new board to come in ..and then three more for Atlanta Treadmill to get me on the schedule. It now Feb 2 and the technician arrives and still cannot fix the treadmill. Each time you call Sole you are on hold for over and hour sometimes two. DO NOT BUY FROM THIS COMPANY WORST CUSTOMER SERVICE EVER.