Echelon Reviews

Multiple days of multiple hour phone calls to attempt to get our product. Every excuse in the book with no resolution. When attempting to contact on FB…they block us. They don’t return Calls or emails. Indicate they have to check with corporate for status but never provide answers. They don’t update the order. They don’t provide customer service. All we want is our bike. Purchased multiple bikes. Buyer beware. Screen shots available for all correspondence. Just send us the dang bike. How hard can this be?

Horrible customer service. I signed up in late February and found the subscription was not for me. I contacted them and was charged 3 times and told them and was told they would credit me but they only credited my for two times. At that time I also bought there bike shoes but since I did not get the credit from them I was afraid to send them back. I just noticed that they charged me again after I told them to cancel my subscription. I have never had this much trouble with a company and know I have also sold the bike...I have also contacted my credit card...
Phil Miraglia

Horrible service. I knew this wasn't going to be a good purchase when I found their customer service is handled out of the country. Everything worked fine for the first 2 months and then it stopped working. Customer service really didn't give us answers.
They then demanded we provide proof of purchase. Went over to Costco and got it. Sent it in. After that, got multiple blank emails from their customer service department. Then one day a brand new bike shows up. This one is broken out of the box.
Contacted their customer service department. Asked to speak with a supervisor or somebody at least in the United States. That was not possible. Asked if they could have somebody call me. That wasn't possible either, they said their phone lines only are inbound.
Reached out to them on social media hoping that they had a different channel to get assistance. Nope. No difference. Told them I was just going to end up canceling everything. Their reply was, no problem we will send you a return label.
We returned the original bike for a full refund at Costco. Then, what to do with this other bike that they sent us. We used that box to return the original bike so we no longer had a box. Told them they could come out and get it if they wanted but I was done fooling around with it.
They said they were going to charge my credit card for the full cost of the bike. I've asked them what they want me to do, they don't provide an answer.

I have purchased the Connect Sport bike during lockdown and am very impressed with the next day delivery. Very happy with the bike, I really struggle to see how it can be inferior to any other bike on the market. I have my own iPad so am happy to use that, it would be really useful if the app could run in the background so I could use the iPad for other things. I need to improve my fitness before attempting to use the Spin classes so I can't comment on them! My husband and I both push ourselves on the bike and it is very stable with easily adjusted seat and handle.

Ordered the bike 3 weeks ago and still hasn’t arrived. Tracking code doesn’t work. Told by echelon they would contact us within 48h for an update but no contact. No idea where the bike is! I suspect they have taken too many orders and can’t match the demand, but aren’t being honest about this. Very poor service

DO NOT BUY FROM ECHELON
Very similar experience to CW below.
- bike arrived damaged and dirty on handlebars
- bike took 3 hours to assemble and once built, bike cannot power on at all so is completely unusable
- 8 days since delivery Echelon are not providing any response to requests for refund, repeatedly saying it will take 24-48 hours
- I also paid for 2 year subscription which is completely unusable without the bike

Terrible customer service. Very clear issue with the bike. All I wanted was a support rep to get in contact to fix the pedal. After more than three weeks I gave up.

I'm giving them 5 stars due to an excellent customer service experience I had with Michael at CS/Tech support. Tension stopped working after 6 months. With Covid, no on-site repairs are being done. After trying to troubleshoot, I was given the choice of trying a repair part or getting a new EX3 bike. I opted for the new bike. Came in about a week and they supplied me with return shipping through FedEx. He couldn't be nicer or more helpful.

The company lacks organization and is unwilling to assist with resolving product issues. I received the echelon mirror 40’ in October. The package did not contain brackets required to mount. After 37 days and 12 calls, several of which they could not locate my information, I finally received the mount. The echelon is mounted, I scanned the QR code and paid for the service. When I tried to use the product, it cannot locate the mirror. I called customer service who informed the only way to resolve this is buying a flash drive to do a factory reset. There is no other way. So, instead of going to Walmart I will go to ups and send this product back for a refund.

Purchased a rower and white EX3 bike for my wife on May 06. On the website is stated that the bike would be shipped out the week of May 22 and rower on June 02. I chose the white bike because it showed it was the quickest to be shipped out. We received the rower on June 12 a few after but with everything going on in the world that’s fine. I kept calling and asking about the bike and kept being told that the bike was going to be shipped out the following week due to Covid 19. After not getting the bike still I called and asked to speak to a supervisor but was told that my order was referred to Corporste and that someone would reach out to me within 24 to 48 hours. Nobody ever called me back. I called again the following week and spoke with a customer service rep who stated that her boss was in a meeting but would call me back by the end of the day. Asked for her extension or email and was told that would not furnish me that information asked for extension to Corporste or and email to someone in Corporste and also stated that will not furnish me that the information. Finally after a few weeks I disputed the charge of the bike in my credit card company thinking they would have better luck helping me get my bike. I called and they said I cancelled my order to which I replied that was not true but that I was disputing the bike charge because I still had not received and it was the last week of July and was unacceptable. The male stated that he would help me and give me the end of the day and would find out where the bike is and make sure it was delivered the following week. For all my headaches they would give me 90 days free FitPass. Well low and behold never got the bike the following week so emailed them back saying to keep the bike and your terrible customer service experience. Nothing but lies and horrible customer service experience. I’ve never had such a bad experience ordering an item ever. Wish they had better communication with there customers.