Echelon Fitness UK Avis 

I purchased a bike from Echelon in September last year. Since that time I have had to contact support several times in an attempt to resolve a constant squeaking noise. Annoyingly neither engineer was able to replicate the noise so 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.

*Update - issue still not resolved after THIRD engineer visit.

Great customer service in dealing with a faulty part. I have been using my bike for 3 years now and have always appreciated echelons support on queries

We’ve had the bike 6-7months and it’s been a mixture of enjoyment (when it works) and massive frustration.

The build quality isn’t there I’m afraid. When we ordered our bike we had faulty pedals which squeaked and we had to email customer services for replacements.

This fixed this issue. We then had another problem where the bike would squeak when standing up (to the point where you just can’t stand up it’s so annoying)

This was another call to customer services who sent out a technician (3 weeks later) who then identified it was a loose bolt and tightened it.

The problem has become more and more frequent and I’m not forever tightening the bolt again.

The final straw is the “update” where all the music has been replaced by generic elevator music in the UK and has been like this for a month.

There are generic platitudes about endeavouring to fix the problem as quick as possible but, as usual, no actual compensation or a date on when it will be fixed.

I’ve decided to sell the bike and buy a peloton and hope for a better service.

Update, the customer care rep has stated that I have stopped them doing an investigation, mmmmm cancelling my order and refunding me stopped you investigating it.
So here's my experience with ECHLON UK Customer care, ordered a set of crank arms for my bike, 7 days later still no arms as they are sat in a couriers warehouse and not moved in 5 days, echelon say 3-5 days, ordered on 2/11 nothing here on 9/11 they say 3-5 working days, well the time has come they should be here......The staff member I dealt with is called Debbie, the second staff member I called I could not hear her name, she however is a mind reader as without an order number or an email address or telephone number she said your order will be updated tomorrow.....I left a comment on there Facebook page to say the staff have no customer care and they have blocked me and cancelled my order and arranging a refund, well thats nice customer care isn't it......I will find the email of Helen Wilkinson the CEO and send her my comments....let's see if all the staff from CEO Down are as bad....Now I know they will say I am in the wrong but just read all the other comments that are 29% 1 star.....if I was the CEO I would be very unhappy that I have that many negative reviews....here is the email I replied with after Debbie cancelled my order....I must admit your company’s customer care is absolutely abysmal. Today is day 5. You should be as unhappy as me that I don’t have a working bike. But no….. your own personal customer care does not stretch that far. So my comments on Facebook are correct.

Fully willing to remove them if you get the item to me.

You’re willing to leave me with a NON working bike. Just because your company can’t handle criticism.

You’re now happy to try and get a product back from the courier. But not happy to get it to me.

I will email Helen Wilkinson the CEO direct. It’s easy enough to find her email on Google.

Had the bike for 3 years and absolutely loved it. Until they started limiting the number of classes UK riders had access to all whilst subscription fees stayed the same. A far inferior service to what it used to be and not much choice of classes anymore. Disappointing.

Started off bad experience:
Awful experience. Bikes don’t work. Customer service non existent. Paid for a year upfront on subscription bike broke within two rides can’t get it replaced or money back for the years subscription. Loads of people having the same issue and no way of fixing or getting technician. Customer service have been helping now. Took 9 months to get in contact but arranged an engineer and parts (£105 cost to me) but haven’t reissued me the membership which hasn’t been able to be used the last year because of their bikes fault.

Love it! I use the Sports S bike. Its sturdy, just as good as any spin/rpm bike I've used in gyms or studios. A great selection of live and on demand classes. Genuinely love using it.

I was bought a EX3 as a gift for my 40th Birthday during lockdown after 12 months the pedal snapped then this week the crank arm snapped. Echelon customer service were terrible they wouldn't help even though the crankshaft has a 5 year warranty (allegedly). I had proof of purchase but because I didn't have an active membership with Echelon and it was brought at Argos a third-party they said the warranty was void. Have bought a Peloton now ....don't cheap out

Very helpful customer service from Kerry with regards to a few small issues, all of which were swiftly resolved.

Very pleased with the equipment (in my instance a Connect Sport) and find Echelon far more competitive on price.

Unfortunate the Echelon app doesn't appear in Android TVs or Amazon store but screen mirroring is a workaround.

Build quality not great.

The pedal strap on mine broke just a few weeks after the years guarantee expired.
Was forced to pay for a replacement part and customer service were unable to offer any sort of discount at all.
Was told that the guarantee does not include wear and tear - so I’m assuming even if it was within a year it would not have been covered.
So basically if you plan on actually using your new bike then they are not built to last or fit for purpose and you are not covered for any wear and tear that might actually occur from using them.
Would not recommend to anyone.

AVOID!!!! Power cable broke within 2 weeks. Lost confidence in the product and tried to return. Would not accept return unless in the original packaging. The bike was packaged so badly, and wrapped in endless amounts of tape I could not keep the packaging.

Not been with Echelon for 15 month, yet they decide to tak £479 out of my husband's account. He has spent the last 3 weeks being told a refund will be back in his account within 5 working days. Still no refund and now they can't find his account. Avoid at all costs

Terrible customer service. My bike stopped working within 2 years and I was told repeatedly over several months “it’s a problem with your internet”. It’s not. Would have been cheaper for me to join an expensive spin studio. Don’t waste your money - go to Peleton. I have friends who have no issues there. Customer service was terrible here.

My Connect EX3 bike has broken outside of its warranty period, I was advised by the customer services team that I would need to replace three parts at my own expense, and that the parts could be consumer fitted. The parts were replaced, however they did not resolve the issue, Echelon are now denying my request for a refund on the basis that the parts (that they told me to buy), have been fitted. Obviously I could not know that these parts would not resolve the issue unless they were fitted. Now Echelon are saying that I need to pay another £99 for an Engineer to visit to assess the bike, with a further repair bill to come after that. My customer service experience has been truly horrendous and is currently showing no signs of being over quickly.

Echelon also took two annual membership payments from my expired debit card, amounting to £700.

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.