Complaint Review: Nordic Track Aka IconFitness

I purchased a Nordic Track elliptical trainer through the Nordic Track website on 18 April 2004. I have waited almost a month for the product. My account has been charged and I still do not have the product in my home. Once the item shipped from Nordic Track the shipping company, Motor Cargo, was supposed to call me and set up a delivery date.

I tried tracking the shipment through their web site, but it has said "on the dock" since the day it left Utah. That was Monday. I called Motor Cargo since I couldn't track the package and their excuse for their lousy tracking system was that they didn't want to disclose private information. Ok, I guess UPS and FedEx are giving something away. Whatever! While I was on the phone with them they informed me that my shipment would be delivered at 10:00 AM today, Thursday the 13th of May 2004.

Well my wife waited and waited until she finally called them at 2:30 PM. The shipper informed my wife that the guard at the gate, we live on an Air Force base, would not allow them on the base because they had expired plates on their delivery truck. What kind of company is this that they don't pay their registration? They said they would bring it out in another delivery truck at 7:00 PM this evening. Well just like before, no delivery and no call.

I tried calling their office and they're closed. They close at 4:00 PM. So now I'm left sitting, having wasted a good chunk of the day waiting for Motor Cargo to deliver my shipment. Nordic Track has an online customer service area you can talk to a representative. So I went on there and explained the situation. They referred me back to the shipper.

I tried to explain that I had been through this with the shipper and couldn't get in contact with them as they are closed, but the service representative said there was nothing she could do for me. She also gave me their 1-800 number and just like the shipping company, they are closed too.

DO NOT BUY ANYTHING FROM THIS COMPANY IF YOU EXPECT TO EVER RECEIVE YOUR ORDER. Their customer service is abhorrent and they just don't seem to care once they have your money. The customer shouldn't have to run around looking for their shipment. That's the seller responsibility.

Edward
Tucson, Arizona
U.S.A.