Terrible, Horrible Customer Service On December 14th, 2023, I purchased a treadmill with premier delivery to include setting up and cleanup, and I was willing to pay the hefty price as well. The first attempt at delivery was denied because Echelon informed the delivery service of doorstep delivery which was not the option I had purchased. The second attempt was almost three weeks later but the product was damaged with the boxing, so I denied it again. From January till April, I was in a constant battle of having my equipment delivered with the premier service I had purchased and finally, the equipment was delivered and set up. However, the treadmill will not operate despite being turned on at all, I informed customer service and was told to provide visual aids to show that the equipment was not operating. After submitting videos and pictures to the customer service email, I did not hear back and had to call the next day. I was told that it has been escalated, it has been more than a week now and no one has communicated or gotten back to me. 5 months after purchase including today, I still cannot use the equipment I purchased and customer service is unresponsive or treats the customer like a perpetrator for reporting an issue. There is no one to directly reach out such as a customer relationship manager that can escalate or provide solutions to problems as soon as possible. Even if you reach out to them on social media, you will get the same apology and nothing is done. Although Echelon might not be a public organization, you have an obligation to your customers.

Customer service lacks service I have multiple bikes and bought a new EX5s. It has had nothing but problems and customer service says they will get back to me and never does. Terrible service!

Terrible customer service Terrible customer service. Friendly, yes. Helpful or effective, absolutely not! I have 3 different scenarios - 2 the wrong equipment sent. And one they illegally charged me for equipment they have not even started selling or is in inventory. They charged me Dec. 31 and Jan. 8, told me they didn't have it, and planned to send it "sometime in Feb." First time I learned the equipment I ordered had not even been released. The rower I liked, but not enough to have no support when needed. I definitely think everyone should stay away from Echelon.

Don't buy Don't buy. Only bought as cheap peloton alternative. Used to be able to use bike in freestyle, but recent update to app makes this significantly harde App now minimises your metrics while forcing adverts down your throat. Junk

Save your money……. I purchased a bike from Echelon in September last year. Since that time we have had to contact support in an attempt to resolve a constant squeaking noise. The first visit blamed ‘alignment’ of the belt, the second visit blamed a loose pedal (!) and today exactly the same issue. Genuinely wish we had paid the extra to go for a more reputable brand.