Sole Fitness Reviews 1.126

Worst customer service in the history of customer service. It's a classic business school case study on exactly how NOT to treat a customer.

I received my F85 treadmill in November with broken speakers. Today is Feb 2nd and despite numerous promises I have yet to have it fixed. DO NOT BUY FROM THESE GUYS! There are other companies/options.

We all have better things to do with out live than wait for a response to get something fixed that shouldn't have been broken in the first place.

Purchased a Sole Elliptical E25 from a Sporting Goods store and discovered the product was defective upon setting it up, unusable.
Called Sole the same day and was promised prompt service. Now 2 weeks later and I have heard nothing back and I am unable to to reach anyone by either phone or email.
Incredibly unhappy to have a useless expensive piece of fitness equipment that I cannot even return, due to Soles requirement for dealing directly with them.

Unbeleivably bad service! The bike is fine except for a defective pulse connection. I've been trying to get through now for 2 weeks with similar results from the other reviewers. I wait for 30 minutes or so, but after a couple of pre-recorded messages telling me not to hang-up, it hangs up. Left messages to no avail.

I purchased a sb900 bike for my wife. I understood that bike wouldn't arrive on time during holidays. The bike came without issue and I assembled it minus bracket to hold lcd screen. I had to research on mine own why the bracket wouldn't securely mount to handle bar. 2 things my bracket is slightly different than pics and its missing part. I called and communicated via email and phone after first call was unable to resolve issue without me having serial number. This is where customer service is horrible. I waited on phone on 4 separate occasions till the background music stops a beep occurs and eventually disconnected. Im annoyed because during phone call it says pls don't hang up or your place in line will be lost. I cringe at thought if my bike has a real problem that makes bike unable to be used. Do your self a favor dont buy from this company.

After programming my new elliptical the incline level inadvertently changes while running the program. I contacted Sole on 12/27 and have not yet been contacted about the problem.

Horrible customer service, do not buy any product from this brand. I bought my elliptical 2 weeks ago. No help on assembling it. Some of screws are missing in the box . I've been tribe yo get a hold of them fir the past 2 weeks. NO response. They are horrible

If you are thinking of getting a SOLE product... KEEP THINKING!!!! Start looking at other brands.

Allow me to share my current story... it's like many others.

Bought an E25 elliptical for my wife for Christmas from D icks. Assembled it, loved it, til 3 weeks later we received an E-2 error code, which refers to the resistor motor I believe. I call SOLE that day (a Saturday), but they are closed. I call D icks (I purchased a 2 year warranty with them). D icks tells me I can go through SOLE since there's a 1 year manufacturer warranty. So I call again and leave a message.

Monday comes, I haven't heard back all work day, so I call. I wait over 2 and a half hours on hold. Every 45 minutes or so, a human being picks up the phone and tells me to wait for the next available service rep, then they immediately put me back on hold. I ended up giving up after over 2 and a half hours since I have more things to do in life besides sit on hold.

I have called 2 other times with similar results. I have emailed them with no response. I emailed the return department since they have a 30 day satisfaction guarantee. They explained to me, I have to go through d icks to return my machine and there was nothing they could do to help me in regards to the one year manufacturer warranty, that I'd have to go through service.

I called d icks warranty again, explained my situation. They got me in touch with a human at SOLE who was gonna transfer me to the service department til I told him that they don't pick up. So he emailed the department above them to help me and cc'ed me in the email... still no response.

I have put in a ticket through SOLE's online form... no response.

I contacted the sales department at SOLE, talked to "bruce" and explained to him my problem with the machine. He told me he would transfer me to the service department but it may be a 30 minute hold time cause they are busy. I politely explained to him it's actually over a 2 hour hold time and not to transfer me. He told me there is nothing he can do, that I need to talk to service.

I've even Facebook messaged this page. Still, nothing.

I called the d icks store and asked about returning my broken machine without packaging. The manager told me that wouldn't be a problem, but they don't have anymore in stock. I politely explained to him that I will never own another SOLE product again, so no replacement was necessary.

I contacted D icks customer service. They had told me they've received numerous complaints about SOLE's customer service and their products. They asked that I give them 48 hours to try to get in touch with SOLE and get some help before I return the machine back to d icks.

Overall, this company's customer service from all departments has been horrible. They offer warranties, but those are only good if you can actually get the company to fix issues with the machines.

So, if you are looking at buying a SOLE product, I highly suggest you look elsewhere. I wish I did. The only reason I am still trying to get this fixed is because I feel bad for my wife who I surprised with this elliptical for Christmas and she enjoyed it so much

I opened the box and started assembling it two weeks ago. I ran into a substantial problem with four of the most simplistic pieces and i cannot resolve the problem. The plastic "covering" that shields the switch housing (top) and a cosmetic shroud"bottom" and the plastic "foot" that covers where the upright stand meets the drive motor. The hardware is IMPOSSIBLE TO INSTALL. The screws provided do not even match up to the size or position of where you're supposed to screw it into. I have been trying off and on for 2 days to get one screw aligned and in, to discover it's not even the correct size for the hole. The hole you put the screw into is so deep and is too wide to align with the (wrong size) hole. I am so frustrated and disappointed that I would send it back RIGHT NOW if I could just pick up the phone and say come get it. For nearly $3,000 I expect the most BASIC covers to be a breeze - NOT. I want to glue the parts on but I know this will bite me in the ass with the first warranty repair. I'm completely at a loss with my $3000 door stop.

We bought a new F80 treadmill in December 2020 and belt is not alligned, rubbing and chafing on one side, which makes machine inoperable. Waiting times to reach CS avarages 1 hour. I've had to call more than twice to get the same issue resolved. Finally they are sending technician to tune the machine, but they have not called to schedule appintment, despite they said I would be contacted in maximum three days. Four days have passed and no one has contacted me... as I write this review I've been over 1 hour waiting to speak to someone.

Exceptionally poor customer service. The control board on our E35 eliptical started smoking one day so we called to have a repair part sent. Waited on hold for about 60 mins. paid $110 for the part. Two weeks later, we hadn't heard anything. Since then, we've spent several hours on hold trying to get an update on when it will be sent. No response over email either.

this was the absolute worst buisness ever. from the beginning of my order to the end was an absolute crap show. I ordered a rowing machine, and after i ordered it, it got deducted from my credit after 24 hours, but they never bothered to give me a confirmation email,i checked my spam, and all other inboxes. still never got it. i waited for 72 hours for the confirmation and when i didn't get one i called them. their customer service was a mess. every time i called, they kept me on hold for 45 minutes and never addressed the underlying issue. i couldn't wait for hours since I had work, so i decided to call another time and whenever i did, the call either never went through or kept getting cut before they answered it. this went on for three days. I finally got a chance to talk to customer service and they sent me an email, and that too when i CALLED THEM. they said that shipment will take 21 days and i was like okay fine i can wait 21 days, but never gave me an exact shipment date, so i spent the days waiting for the shipment. when the date got closer to the time frame they promised it would get delivered they called me and kept extending the deadline, saying it would come tomorrow, and when it didn't they said oh it will come the next day and then when it didn't come that day either they said it will take a week since the driver said he wasn't available on those days, it made me so frustrated how careless they were and they couldn't even tell me the exact time. when i expressed my frustration on how they were so careless about this, they then kept making excuses how they weren't associated with the shipping company and i should call the driver of the shipping company. So these people don't care where their shipments go as long as they have the money? then the driver dropped off the rowing machine at the end of the driveway since it was covid time and he didn't want to come inside. Since the shipment was very heavy and there was nobody else at my house. I requested him to at least drop it in front of my doorway so he didn't have to enter inside so i could push it inside my house by myself and he gave me such an attitude and VERY RUDELY said that he wasn't paid to drop it in front of my door and if i wanted i should have paid for the extra service since it was JUST a dropoff, he just left it on the end of the driveway which was so much farther from my doorway! this was the worst service ever, DO NOT order online from them, instead, go to a fitness shop that sells their products at least they have better service and can assemble it as well. these people offer no assembly of the machine either. the time and the service aren't just worth it.

I have a SB700 spinning bike. Love it, but after a few years of heavy use, it needed a non-warranty repair. Bike shop said that I would have to order a part from the manufacturer. I called Sole Fitness. After a brief hold spoke with a rude and bored/irritated-sounding customer service rep over a poor quality line. After a few tries at trying to start a conversation with “Tax,” he said, “I’m transferring you to service.” After a 4-minute hold, someone came on the line simply to say, “please hold for a technician.” After a further 50+ minute hold, with mind-numbing repeating hold music, Steven was finally able to order the part for me. Steven was professional, but didn’t listen well, making me have to repeat information, and to my comments like, “you-all must be really busy there,” Steven would not reply. Assume these problems are just business as usual. Although I liked my SB700, it’s showing wear & starting to get noisy. I see a replacement on the horizon, but I’ll be looking elsewhere.

I had problems with the usb not charging. Sole was called multiple times and we got nowhere. Dick’s sporting goods fixed it. Then I got an error code and it won’t turn off. This treadmill is junk. I’ve talked with sole 10 times and each time they promise a technician will be dispatched and they will call to schedule. Nobody calls back. Do not buy. Service is horrible

I ordered an R92 recumbant bike on Oct. 16, it was delivered on Nov. 20. It never worked...the console does not come on, thus it's unusable. I paid a contractor to assemble it, have spent a significant amount of hours on hold in many calls with customer service, which clearly is an anomaly to this company
!! They finally sent parts and said a tech would call to come fix it, another 2+ weeks have passed, I've left 3 messages for the tech Fast Tech whose number they gave me. No call has ever been returned...the bike is still unusable. The worse customer service ever, I'm about to report the Sole company to the Better Business Bureau. This has been a frustrating and disgusting experience, unprofessional and inexcusable.

I've had a Sole LCR Recumbent Bike for about a year. Excellent quality machine, and customer service has been right on point - for the two minor issues I had, an actual human answered the phone and got a tech to my house pronto. The machine is rock-solid, but connectivity is Stone Age. The Android app does not work and looks like it was designed in 1995. I don't care about connectivity, so that makes no difference to me, but it might to someone else. Is Sole "commercial" quality? I've had several LifeFitness machines and have used the high end stuff in gyms, and I'd say Sole is more "prosumer" than "commercial". It's a notch or two up from home exercise equipment you might see on Amazon,, and a notch down from club equipment. Which is the sweet spot for a home user unless you just have money to waste - as I've discovered, you don't actually need a machine in your bedroom that was designed for 30 different users and 16 hrs of use per day. Sole's reasonable price points are a compelling value proposition for someone who wants a bit of the club equipment vibe without having to deal with the costs.

I bought a Sole F85 directly from online. It arrived with several broken parts but the worst thing is that even after having bought a treadmill that is supposed to handle up to 400 pounds, if I use it at any higher incline than 10% it slips wildly out of control.

I contacted customer support and was told simply that I needed to buy the next level up.

Not to mention I'd have to pay moving guys to get the treadmill out of my office basement and the new one carried down.

I bought the treadmill that would handle my weight and it does not.

Sole refuses to help beyond fixing the parts that were broken during delivery.

I have owned treadmills for the past 20 years to run during the winter off-season. Back in 2017, I purchased a Sole F85 because of the beefy motor/frame and warranty. On the beginning of my 3rd season the deck broke. I contacted Sole for support: awful customer service! The two representatives I spoke with were pretty much annoying of taking the call. The first one actually hang-up on me!!! the second rep took the call, but now, the deck is on back order. Not expecting to be in stock until 2021, so no treadmill for the whole season. I wish I have purchased a Nordictrack!!!

My customer service experience was great!

I bought a Sole Fitness R92 recumbent exercise bike. It is very sturdily built, excellent quality, much better than a Schwinn 230 I'd previously purchased and returned after one day.

Assembly is a bit tedious, but straight forward with very clear instructions. The control panel is easy to understand, much better than the Schwinn. Seat is comfortable.

Sole Fitness is about the only company were you can even buy a high quality exercise bike right now. The web site says it won't ship for 30 days, and that's what I experienced; it did ship shortly after 30 days.

My experience with Sole and the company's affiliates: ArcBest and ABF Freight System, has been incredibly bad! Not only is the craftsmanship of the equipment in question, the item was also possibly damaged during delivery (The box that contained the item had been crushed and was delivered with torn corners).
While an effort was made to assemble the machine, it could not be constructed. Not only were parts missing, but others seemed to be defective. When an attempt was made to address these concerns with Sole, no one who had the capacity to help was available to speak over phone. Needless to say, after a very tedious process, arrangements were finally made to have the item returned - or at least I thought that was the case. Even though I had received an email from ArcBest, stating that the equipment would be transported back to Sole on 11/03 between 1200-1700, nobody from ABF Freight System showed, nor did anyone call to reschedule. To say this has been a poor experience, would be an understatement.