Top critical review
Reviewed in Australia on 26 February 2022
I never leave these types of reviews however; my experience has been short of torture and torment and I felt compelled to advise those of you considering the product to know what type of a seller you’re dealing with.
We purchased the product on the 18 January and arrived exactly 7 days later which we were thrilled with. The product is excellent value however, it all went wrong within the first week of use. On the 4th time we used the treadmill that week it blew our electrical fuses and then the machine came up with an error message, and it wouldn’t work after that.
We contacted the seller on 31 January and this is the beginning of our nightmare! Communication was appalling as they wouldn’t/couldn’t answer any questions no matter how simple. We asked to speak with someone on the phone however their response was, ‘We regret to advise that outbound telephone support is generally unavailable’.
After they ‘investigated’ the issue, they offered to send a replacement of the ‘lower control’ which later we found out was a motor component. We suggested we were not qualified technicians and as such would not risk voiding our warranty trying to fix their faulty product. We asked for a replacement treadmill and/or a technician to come out to fix the machine to which both were declined. However, we were then asked to source our own technician and provide them with quotes before going ahead with a repair.
We declined this absurd run-around and asked for a full refund to which then they accepted. However, they advised that if the product was not packaged in its original box and were it to be in any way damaged in transit, that they will hold part of our refund as collateral. Common sense would suggest generally that people do not keep their bulky item boxes following receipt of a product. We certainly don’t! We did our best to package it up, we then had to wait 5 further days before pick up was arranged.
Unfortunately, it didn’t stop there! The courier they organised advised us that they do not enter buildings or premises and was only curb side pick-up. Although we have lifts in our building, we’re on the third floor and the item weighs 120kg. And that’s another story in itself, should I say anymore? Absolute TORTURE! After 26 days of hell, we received our full refund yesterday! Lesson learnt – we are now going to a physical store to buy a new treadmill with a genuine repairs and warranty arrangement should it be needed. Be prepared for a potential hassle if it goes wrong. Good luck!