Echelon Fitness UK Omdömen 

Stay away from this company, will treat you like a child, not answer really simple questions, then tell you after a complaint "we will no longer correspond on this matter any further". The worst customer service and experience ever. I would advise doing a lot of research and look at other brands who are more willing to have a sensible and professional discussion. Terms exist for a reason but sometimes you have to bend the rules to keep clients coming back and happy!
They definitely need customer service training

Edit: 13 Feb 2023. Already know about the "standard" terms but it doesn't change my opinion of your company and how you handled my qustions and the lack of customer service

Had the bike just over a year so it's out of warranty then the problems start. Engineer has been out 3 times to conclude in the end it's un-repairable, then we get an email from Echelon saying it's beyond repair and we should buy a new one!! No thank you.. Issue with the resistance as well as the fly wheel, just think the kit is not that well made as yes it gets used but my wife is a slim lady so not like she's over exerting the poor machine. That along with a very expensive membership else you can't use the bike at all and it may be prudent to buy a similar priced spin bike that's better made?

Edit to Echelons reply - the bike was bought from a 3rd party but was brand new in a sealed box. We’ve spent £200 odd on engineers to come out and try and fix it without success. There’s nothing wrong with the fly wheel it’s the bearings which your engineer chose not to try and fix and instead called it a right off, the easy option I guess.

I am still awaiting my order and it is near impossible to get any kind of response from customer services regarding my order. Totally unacceptable when spending such a significant amount of money for a bike. My advice would be to avoid purchasing from there website as they take your money but do not deliver!

Still waiting for my order and no time frame provided. Constantly having to chase customer care. Very disappointing.

I am very upset and disappointed about the software and membership. Membership should be an option but I feel like I am forced to pay for it. I paid £1200 for a byke that I can't use because I haven't paid my membership, honestly this is ridiculous, the bike should be used in a free style mode where I could adjust the resistance. I would not recommend this bike purely because of the membership that you are forced to enter. I made an expensive mistake and 100% regret it, should have bought a cheaper one with more features.

Purchased an EX3 in Jan 21, the bike itself is sturdy and well made however the app is awful. For the first year, we were kicked off classes or could not connect at all, it was very unreliable. We experienced some good customer service through Debbie in 2022 which helped resolve a number of issues. The app is still poor and clunky but the connection issues were less frequent, later on in 2022 they amended their timetable and the number of UK classes cut substantially, this was on top of an already limited US timetable from changes made earlier in the year. We then receieved very poor service last week which resulted in us cancelling our membership. We've had several friends and family ask our opinions on the bike over the last few months, all in all, we would not recommend Echelon in its current format, the app and service really let the business down and it could have been something really great. We made an expensive mistake and would advise others to look elsewhere.

I am unable to provide any more stars at this time as having ordered the item a week ago I still have not received the item and it is due for delivery in seven days once I receive it I can give feedback. What is annoying is that I keep getting emails from the company asking me if I am enjoying the item lol

You said3-5 days delivery it’s now gone 5 days….

Fantastic products and service!

I own an EX5s, Row, Stride & Reflect mirror and I’m slightly obsessed!

The equipment is great quality and allows me to work out at home, when I want to in a variety of different ways.

The App provides me with a huge choice of workouts which I can plan to do live, jump on an on demand class when it suits me, and I can even work out with Fitpass anywhere, anytime.

When I’ve needed help, the customer service has been amazing. You’re not just a number, the team treat you like an individual and they always go above and beyond.

The community is second to none, inspiring me daily and being there to hold me to account when I need that extra bit of support.

Thank you Echelon, you’ve changed the way I exercise and made a positive impact to my life.

Efficiently dealt with throughout the process. One of the better delivery process,es with the delivery company giving an, almost, exact delivery time, and then following up with a call later to ask if there were any problems with the package.

Disappointed that my bike gave up so quickly but very happy with Echelons response. Special thanks for Debbie

Absolutely love the bike, and the scenic classes. Great value for money! I have definitely been more motivated and exercised more than ever. Only downside is the app itself. It's so clunky and feels more like a 5 year old app. It's hard to search, the live classes disappear, it glitches regularly. But everything else is fantastic.

We bought the Echelon EX3 fitness bike. Delivery was smooth and on time. It was easy to build, although I used my own spanners as the tools providwereare not the best quality. The bike is sturdy, well-built and very quiet in operation. One of the pedals squeaked a little when turning, but that was easily fixed with a spot of WD40.

The Echelon App is not very well designed, and without the subscription, you are limited to Freestyle mode. I use a different app, qdomyos-zwift, to report the stats which is excellent. I mounted a phone holder on the handlebar for the stats which leaves the tablet holder free for watching Netflix etc.

I haven't needed to contact customer services so can't comment on that. It would have been a 5-star review bar these two points:
1) The Echelon App is poorly designed
2) When building the bike you have to remove a large metal frame that protects the bike during transport that has no other purpose so is a bit of a waste.

Prompt delivery of echelon rower
Easy to assemble
Very quiet
Easy to fold and storage doesn’t take much room
Great classes
Strongly recommend

Like a number of the reviews on here (particularly recent reviews), I too have fallen foul of Echelon's poor quality bikes and uncaring customer service.

In summary, after 9 months the bike started breaking on-and-off. Echelon will keep replacing the parts until you're outside the 1-year warranty period, and then they charge you the £99 engineer fee for further replacement. For me, those parts only lasted 3 months, so that could add up pretty quickly! I can't afford this so will lose out on 6 months of subscription and bike use (approx £350), and can't sell it on because it's broken.

I'd recommend customers buy a cheaper bike (e.g. JTX) and pay for (cheaper) Peloton classes, or invest in a Peloton bike, or invest in a high quality bike with good customer service and TrustPilot ratings (e.g. WattBike).

Customer service are unfriendly and unhelpful, keen to place the blame on the customer and deny any responsibility for quality of their products and parts. Because I accidentally emailed US Echelon when the faults first appeared, they say it wasn't reported within warranty and deny any responsibility.

Echelon are clearly a struggling company desperate to cut costs. I see they've just cut all live UK Winter classes...

(I'd taken any reply they give to this review with a pinch of salt, too. They're very good at coming up with excuses for their actions!)

Been with Echelon for around 2 years and on bike number 4. The latest issue I reported within my one year warranty- the engineer came and didn’t know what the issue was so carried out no repair. The bike then developed further issues with the crank arm hitting the base- arranged an engineer visit which cost almost £200! The engineer appeared and again appeared confused at the problem. Proceeded to change the crank arm as that is the parts that had been sent. Immediately the next day on use something felt off with the bike and after a few minutes the axel snaps. On contacting echelon they tell me that this must be the result of debri from me not taking proper care of the bike. One, this is not true and two, I would be concerned if debri can result in the axel snapping- says a lot for the quality of the product. Not only are they not willing to recognise any fault on their part but have refused any refund for the £200 engineer visit. So now I have no bike which I paid over £1200 for and another £200 out of pocket for an engineer visit. Surely when you send pictures of the issue, they diagnose the problem and then you pay for this to be fixed only for it to result in the bike being written off next time of use you would at least refund the cost of the engineer visit. Avoid at all costs- PAY THE EXTRA FOR PELETON!

Nothing works, couldn't get any of the workouts working, saying need to upgrade or account no valid or something like that

Can’t connect the app to Wi-Fi, phone number provided to help is out of use and customer support email don’t even know what app I’m using…absolute shambles!
On top of that it looks like the longest spin class you can do is 20 minutes! If I’d have known that I wouldn’t have bothered.

Excellent service via email with speedy and helpful replies. Got stung with large customs bill bringing already expensive shoes into country. My own fault for not checking beforehand but just soured the purchase.
Update - company refunded customs charge so re rated my review.

Just purchased the bike and two year subscription and you have cut all the live classes for the winter, what a stupid move