Anastasia11

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Verified Reviewer
| map-marker Washington, District Of Columbia

Failure to deliver order and unresponsive to phone and email

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I ordered a weight bench on 12/13/21. Nautilus readily accepted payment and has not delivered item. Online it says shipped but no tracking info is provided and the item was not received. customer service does not answer the phone at all and emails are never returned. I am contacting the Federal Trade Commission at this point and asking my bank to treat this as fraud and refund my payment.
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User's recommendation: NEVER order from Nautilus. Total failure as a company in dealing with customers.

Patrick T Eek

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer
| map-marker Puerto Montt, Los Lagos

Failure to deliver treadmill

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Ordered a treadmill on July 21, got confirmation of order and was billed about two weeks later. That was the last communication received from them. When I hadn't heard anything from them at the end of September I went online to check order status. Was shocked to see shipping records that showed it had been delivered (it hadn't). They refunded all but $109 and refused and stonewalled me on why no delivery was made and a full refund hadn't been made. Two e-mails and letters to two V-P's got no response, and conversations with two customer service reps who were very pleasant, but could provide no info. Finally, two months later I got my $109 after posting a negative Facebook review and getting a response from a third customer rep. Still no explanation why they didn't deliver the treadmill.
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Preferred solution: Apology

User's recommendation: No customer service

Anonymous
map-marker Minneapolis, Minnesota

BRAND NEW MACHINE UNDER WARRANTY NOT WORKING!

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Brand new machine under warranty is not working. They want customer to pay for technician visit even if the machine is under warranty!
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User's recommendation: DO NOT BUY ANYTHING FROM NAUTILUS!!

Anonymous
map-marker Atlanta, Georgia

Left bar on elliptical is not stable, continues to move as the arm swings

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Went back and reassemble for the third time Still did not resolve the problem the left arm continue to swing off the bar. Still unable to use my elliptical. So Disappointed
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Geraldine Ukp
map-marker Seattle, Washington

Getting Repairs is Impossible and Company Ignores Complaints

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My bad experience ins with their Max 5 machine. This is their state of the art stair climber and is highly rated. The manual for the complex machine is full of ads but little information. For brevity: 1. the electronics on it are defective but when you report this the company denies it. I complained (along with others) that the blue tooth connection did not work and kept being assured it was my fault. I went through several hours of tech suport time (how does Bowflec pay for that?) being tols it was my fault, my phones fault, Texas instruments fault .. until finally they emailed a supposed fix. Meanwhile their advertising touts the biue tooth feature and they mislead customers on the Android Playstore. 2. I believe their is a major design problem in the firmware, Critical control features (firmware) the company claims are there do not work (at least for me). Caling tech support begins with very friendly foks but they do not now the machine well enough and when I go through problems with them their help does not make the issue go away. 3. Physical repairs take weeks. In my case I paid $200 for a "diagnostic" visit. Setting up an appointment can take two to three weeks. The repair man knew little abut the machine and did not fully inspect it. He also did not have the parts with him for a repair despite Nautilus claim that it instructs the repair people on the parts they might need. He even left the machine dissembled on the floor of my work space for two weeks! I arranged a second visit, the wrong parts were sent, the man obviously still did not understand the machine.
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Loss:
$2000
Pros:
  • Great machines
  • Friendly support people
Cons:
  • Tech support
  • Support forum on facebook does not allow users to post issues
  • Parts
Reason of review:
Poor customer service

Preferred solution: Let the company propose a solution

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