Sole Fitness Reviews 1.126

BEWARE. BEWARE. BEWARE.
I can’t stress that enough with this company. I wish I had found this site and read the reviews before I ordered from this company. It may have saved me the huge headache I am in now, not to mention hours and hours of my valuable time and a fat lot of money.
Don’t be fooled. Sure, everything looks great on their website. They offer an excellent money back guarantee and advertise their award winning customer service. Their cycle specs and warranty look very positive. And perhaps the SB900 bike really is a well-made item. Unfortunately, I have no idea because I’m still in a daily struggle trying to get mine delivered. And let me be clear, this is NOT just a situation of increased demand from COVID slowing down the supply. The other reviews on here are eerily similar to what has unfolded for me. Please heed the warnings! It is a situation of such pervasive ineptitude and apathetic disregard for customers that it boggles the mind how this company is still in business. Still unsure? Read on.
I ordered my bike 23 Sept after tons of research, and my receipt clearly noted that it could take up to 30 days to receive delivery. After a couple of weeks with zero communication, I called and was told that I would receive an email with full tracking info once my card was formally charged for the bike (it was only put through as a pending charge when I ordered). I pass the 30 day delivery deadline... suddenly my card is charged, but still no communication. After multiple calls seeking info on delivery, multiple promises of someone contacting me back within 24 hours only to receive NOTHING, finally one rep on the 800 line gives me the “temporary tracking number” and the freight company website to track it at. Supposedly the number might not have been entered yet, so I might not be able to actually use it (yes, I know, total nonsense). And sure enough, the shipping co has no record of this tracking number. At this point, I am told by Sole my bike is preparing for shipment, being loaded on the truck, and should be at the warehouse near me to arrange home delivery by “probably around Monday.” Almost two weeks later, I’m still waiting. Not one single response from any supervisor, despite multiple promises, anywhere along the way. Yesterday I was promised a supervisor would definitely contact me by end of day...nope.
Today, as I’m calling to make a final attempt at getting answers before I flat out reverse the charges and file a fraud claim against this company, I suddenly get a call from someone from Sole. He tells me the warehouse has had some kind of delay, he doesn’t know what, and now my bike isn’t scheduled to START shipment until the end of this week, which would maybe put final delivery around the end of next week...possibly. He can’t be sure. He also can’t give me a tracking number. According to him, they don’t track their products until the freight company ships them out, and then it’s the freight company who provides tracking info. Besides this being completely different from what customer service has told me from day one, it is also utter nonsense. Do you know of any other company EVER that does not track their merchandise from point of production to point of delivery? Of course not. The freight company may assign their own NEW tracking number in order to track merchandise in their own system, but you can’t tell me Sole just hands over these bikes with no means of tracking when/where they are delivered. Please! If that’s true, perhaps it explains why no one’s getting their equipment they’ve paid for. At the very least, that shows you the level of incompetence this company is operating at.
There was never so much as an apology from this person for the delay or complete absence of communication. When I asked him how Sole planned to make this right, he told me he’d have to have someone else call me back. Of course. So to recap, the supervisor who called me back to resolve my issues was unable to give me a tracking number for my order nor any specific info on when it will be delivered, despite the charge clearing my bank many days ago. He was also unable/unwilling to do anything to remedy the problem. And the best part was he lamely blamed the entire thing on COVID. Even if I accepted that their complete absence of proper inventory management was somehow due to COVID, that does not explain or excuse one bit the unbelievably poor customer service and complete lack of communication.
I was ordering this bike for my home gym setup to use with clients. I have dealt with many other equipment suppliers throughout the pandemic, and not one other business, big or small, has failed to deliver their product in the time promised, let alone provide timely shipping info. Taking money for goods that aren’t delivered is fraud. Sincerely hope Sole corrects this by EOB today.

Got a good deal on an elliptical from their website.

Site explained before checkout that delivery may take up to 2 months due to Covid/inventory (we got ours delivered to doorstep in about 3 weeks).

Assembly has been pretty easy so far - the manual had a misprint and I called them to ask about it. Got a quick answer from their maintenance / parts support people

When you have an item in your cart, sole fitness has designed their website to allow another customer to checkout your item. Their strategy is said to be "first come first serve basis", when in fact its a race to fill out billing/shipping info. I had a treadmill in my cart, was filling out the information, then learned the purchase did not go thru - and it was then showing out of stock again. This is the equivalent of someone ripping the treadmill out of my hands, or rather "out of my cart". After talking to them on the phone, and digging for more information, you may learn the secret of putting the mat in your cart, filling out all the billing/shipping info first, then waiting for 13:00 EST when their treadmills go live, then as fast as you can without checking to make sure your information is correct BUY BUY BUY BUY BUY - QUICK!

Stop playing games with your customers, Sole Fitness.

We added the Solo F80 treadmill to our workout room and I have to say that if a retired 63 year old grandma and 70 year old grandpa can go pick up a 275 lb treadmill unit from the sporting good store, bring it home, get it in the house, and then assembled in no more than a couple hours, anybody should be able do it. The assembly wasn't particularly difficult or complicated, but it does help if two people are doing it.
The lower handle bar covers (units 63 & 65) were not as tight a design fit as I would have expected, but they were no problem. The console is the place where two people are needed. It's awkward, but only slightly heavy. The whole thing came together for us and was ready for use in less than a couple hours.
So far operation is fine and suits our simple needs. Overall, it seems to do the job it was designed for. No worries.
The Solo fitness app is not worth the trouble to download. It is not intuitive or user friendly, so minus any helpful documentation you are better left on your own.

I haven’t actually purchased a Sole treadmill yet, but I’m SO grateful for all the negative reviews and warnings I just read regarding Sole’s horrific customer service practices and equipment orders that seem to go “ghost”. I almost made a huge mistake by making a purchase with their company today...thank God I didn’t!! Thanks everyone for your complete honesty 😊

So far, so good. Just minor concern about noise above 2-2.2 mph. Thank you.

I ordered treadmill on 8/1. Website said average time to wait was 45 days, so I was prepared for up to 2 months. Card had a hold for the total initially but it was charged 25 days after purchase as the company said on emails when asked. It was delivered on 9/2 during time slot given. It is difficult to get into desired room downstairs (since it is a....treadmill...and heavy by definition) but set up was relatively simple. All set and ready to run!
Thanks much!

I ordered a SB 900 bike on 8/11 When I ordered it it said it would take 45 days for delivery I received a email with a tracking order and it will be here on 8/31/20 Talked to the delivery co they said between 8-2 Hoping this bike is as good as the gyms

Beware. Ordered Sole SB900 June 17th. Advised would ship by 7.30. It's 8/10 and no word. Emailed Sole on my order and advised they're behind entering order numbers, which doesn't make any sense to me and not my problem. Cannot get ahold of them via phone. There are other options out there that I should have chosen. This is not okay though. Never again Sole Fitness.

I gave up my gym membership as part of the pandemic but needed to exercise and live in a very hot and humid climate- unable to exercise outdoors for long. I researched and read blogs and several reviews before purchasing my Sole elliptical E35. I was nervous because it’s a big decision and the machines with the best reviews were not brands that I had used in the gym. I cannot tell you how pleased I am with my Sole. It is very good quality with all the bells and whistles needed (much of which I don’t use but they are there should I need them) at the perfect price point. What I am most pleased about is how quiet the machine is. It is practically silent!!! I don’t have turn up the volume of anything to hear over it. Also, it was rather easy for my husband and son to put together. It fits nicely in the corner of the room and the entire family has used it. I never leave reviews for things but I read so many that I had to let others like me know that this is a wonderful in home or in gym machine. It well exceeded my expectations! The wait from purchase to arrival was long but that was my expectation and very clear on their website. I don’t know when they charged my card - if it was when I purchased or when it shipped but I was never worried. The timeline stated was accurate, it actually did come a week earlier than expected. I had an issue with the delivery company/driver/delivery person but I reviewed them separately and I doubt they are employed by Sole. Overall, start to finish, I would give my experience and this machine 15 stars if I could. Do not hesitate, it is perfect!

They never pick up the phone. You can be on phone for hours and they don't pick up. There is no online tracking system by Order Number.

Hi everyone, I Purchased a Sole fitness F 63 treadmill a few days ago. I reached out by email to Isabell the customer service representative there because they charged my card immediately. I cannot believe that they charged $1000 before the product is shipped.

I do feel very nervous about this. I even asked Isabell to cancel my order but she did not reply. I demanded that they credit my checking account for the $1000.

I received notice that they’re sending me something that weighs 7 pounds, I can only guess that it may be the treadmill mat, but this company is truly failing its customers.

I am very concerned about this transaction. I hope they get their act together.

I decided to write a review regarding my Sole F63 treadmill after I read so many negative current reviews. I have to admit that I was worried regarding my purchase because I ordered my treadmill for my birthday gift early June, 2020 and I got it July 26th. It took about two months to get the treadmill but we have to understand with the pandemic we have to be patient. I contacted twice or three times to get update about my order, and I have to admit that it was a little scary but they responded via email telling me that the delivery was a few weeks behind because of the pandemic so I understood the situation and waited patiently and it arrived July 26. When I made the purchase I was charged right away however they credited back my account because they say that they were going to charge once the treadmill was ready for delivery and that’s exactly what they did. Once they were ready for the delivery they charged my card. That delivery man was very nice, he took the treadmill up to the elevator and my husband took over after that. The equipment is very heavy, about 300lbs so you’ll need help. Last night my husband put it together; he said it was a little harder than expected to put together but he was done in two hours. Today I started my workout and so far I love it. It has so many wonderful futures, a lot of space to put drinks and it looks so fancy. I took time searching for a good and modern quality treadmill and this had everything I wanted in it. I will update my review as time goes in terms of durability. It should last me years from now and it has a lifetime warranty in the motor and the frame so that’s awesome. I plan on using it a lot to get every penny worth. All I can suggest you guys is to just to be patient if you haven’t received your machine. I don’t believe they are scam, although they can do better with their customer service relationship.

This company is clearly trying to take in as much orders as possible and they are actively trying to ignore as much negative comments or comments in regards to shipping as possible. I purchased my treadmill on 06/14 and was expected to receive the item no later than by the end of the month.
I've contacted them several times to see where my product is and the response was always they are doing the best they could.
Contacting through phone will often lead to a voicemail which doesn't return your calls. Emailing will generally have a reply within 24 hours, only if they feel you are gullible. I emailed them about four times. The first three times was simply saying that my order would be shipped within two weeks, then my order was delayed, and finally they have no clue but they are hiring more people. My fourth question was asking their current progress and their confidence in a more exact date of when the item would arrive. No response at all.
I would never have purchased this item if I knew I had to wait this long. It was deceptive advertisement.

I purchased the treadmill on 6/8 and got the confirmation that my order will be dispatched by 6/18. But there was no update on shipping till 6/22 so I mailed them on 6/22. I got a response that there will be a delay of 1-2 weeks. But after 2 weeks also there was no confirmation on shipping and my card was charged on 7/6. So I mailed them again, this time they provided me with a tracking number and told that it will be updated on website within a week. Its been 18 days and there are no tracking details available with that tracking number. The shipping company has no knowledge of that tracking number, I tried calling Sole Fitness sales but as other mentioned they are not taking calls and voice mail is full. Now, it looks like this company is a fraud and trying to charge customers without having the ability to fulfill the orders. Even if they deliver now I doubt they will be able to provide service in case there is any issue with the equipment. So, I am going to cancel the order now.

I hope Sole will see this post and know that they cannot treat their customers like this and think the customer will not do anything.

Update 8/6

I finally got the treadmill delivered on 8/3. I got the shipment status update mail on 7/28 and within 2 days I got the call from shipment company to schedule the delivery. Not sure if this was due to the review I have written and someone took the action or it was just a coincidence that it got delivered within a week after writing this review.

I understand that due to COVID delivery got delayed so I am updating my rating. But Sole could have done better to avoid such issues. As per them they have not got these many orders in last 15 years, which means they are making profit and can afford a small customer support team to handle client calls which will give confidence to their customers, gain customer trust and also give job to someone who is in need.

Just like many other reviews, I placed an order, waited 30 days, had my credit card billed and the company cannot tell me when my order will actually ship...
The company is deceptively listing products as "in stock", at the time I purchased they had a disclaimer that the order would ship by 7/16-7/19, I ordered on 6/19/20. They have now revised that disclaimer to say up to 4 weeks, still deceptive but with more wiggle room for when they miss the date. I called their 3rd party shipper (on 7/21) and learned that they are still filling orders from MAY!!!!!
Beyond the obvious frustration of massive delays and the technically illegal activity of capturing payment on day 30 after the order, despite not being able to fill the order, the customer support is horrific.
I have spoken to both Brad (the manager) and Isabel, who both felt offering a parade of excuses rationalizing the companies incompetence was a satisfactory response. They said "this is the most orders we've had in 15 years", "our shipments got held up", "we removed the employee who posted the ship dates on the website", "something about rolling boxes" and the list goes on...
The pandemic has created issues for most companies, but unlike their competitors that list products they dont have in stock as "back order", Sole Fitness is continuing to take peoples money - likely receiving a number of orders from people who looked elsewhere but saw back orders - and completely ignore their inability to deliver. I had to hunt down a response by calling and emailing multiple times before they engaged, then only to offer excuses and no resolution.
This company has proven itself incompetent and utterly apathetic to the extent they are failing customers. My best guess is they assume we are all "one and done" purchasers due to covid and see no value in attempting to rectify or compensate for their failings.

I'll keep this short and simple. I'm being ripped off. I'm working with a lawyer now and my credit card company. I'm also writing a letter to the Better Business Bureau.

You'll hear from the sales dept., make a purchase, they'll charge you, you won't receive the product, then never hear from them

Purchase on 6/05 and received and email receipt stating tracking notification will be provided by 6/15-6/18. On 6/16 I emailed their info support and Isbel said wait 2 weeks and they will notify with shipping info update...nothing was sent by 7/06. But they did charge my credit card on 7/03 and still no tracking for the shipping. I emailed them on 7/06 and 7/09 for status update and they are still ignoring my inquiry as of 7/10 today. Calling and emailing them is no use. ' about to report fraud on this company as they are charging but providing no product as agreed upon per payment for goods and service. Left 1 star review for this.

Update 7/19:
I got notified with tracking after they saw this post on 7/10 later in the day. Received the treadmill on 7/17. Building the treadmill took about an hour due to lack of building instruction and had to sort and guess based on instruction book pictures...like ikea furniture. Will up date review once i test it out on my HITT cardio routine. Upgraded another 2 star due to quality treadmill paint and parts out of box.

STAY AWAY - they charged me and never sent my order. Called and voice mail boxes are full. A total rip off.