Echelon Fitness UK Avis 

Had an issue with one of the pedals where the grease had squeezed out and was not turning smoothly. Raised on Echelon website and had an immediate response sending a replacement out. Had follow ups with Debbie from Customer Service to check delivered and all installed well. 10/10 for service and product! Highly recommend!

I have loved my bike whilst it has worked. The classes work for me and the UK instructors are great. All was well until my resistance broke rendering the bike pointless less than 18 months after purchasing at a cost of £1700.

For a company that prides itself on its service customer service I am less than impressed. The service has been substandard and I don’t believe customer services truly understands my frustration at paying an additional £99 to wait 9 weeks for a (very rude) engineer to visit three times and still not resolve the issue. I am now being told there is nothing customer services can do and I am left with a bike that doesn’t work at an overall cost of over £1800.

Although there is a phone number for customer services, once you have been assigned an agent you can no longer speak with someone on the phone and instead have to use email to liaise. Even after asking for a phone call to discuss the situation we were told this was not possible. It is easier to explain during a conversation, but Echelon seemingly don’t want to discuss or try to resolve a situation via this method of communication. I don’t feel my frustrations have been truly heard or explored and keep getting the same email reply back - of which is unhelpful and does not acknowledge the issues around contracting services out to a third party that they have no control over.

I’m deeply disappointed in my experience of Echelon customer services and the build quality of the bike. I know I’m not the only one with issues around resistance on my bike and although appreciate my bike was out of warranty after 12 months I expected better for such a big monetary outlay in the first place.

I love this bike and the service. Waaay beyond my expectations. Fast delivery with two lovely guys, who were polite and contacted us to let us know when they would arrive. The bike was easy to assemble and the app is great. Good stats and lots of options from spin classes to roaming around parts of the world I would never see otherwise.

Don’t buy one!

I purchased the Echelon Sport bike and have had issues where all the outputs stopped working. The first bike was replaced and worked for a while and then the same issue with the outputs stopping working again. This time an engineer came out to fit a new sensor! It wasn’t that so another part was ordered! Over two months later the engineer comes back and fits the new part. This time he gets it working but a couple of weeks later the same issue again, outputs not working! This time I’m told the warranty has expired and I will have to pay for the engineer to attend! If it hadn’t taken so long to fix in the first place the bike would have still been in warranty!

Really poor customer service!

Delivered me a faulty bike that had already been returned

The best live classes,on demand and easy to use.

Customer service is on point and very helpful.

Really good communication and fast delivery. delivery man was moody

Fantastic customer service and support. Great products and amazing classes

this company does not even deserve one star .
We bought the stride treadmill less than 2 years ago . First few weeks the treadmill was very squeaky and making lots of noises on incline . I called Echelon complaint about this advised if they can send and engineer to have a look. Unfortunately due to the pandemic/ lockdowns no one was available . We took their advise trouble shooted no improvement . Tried to contact few times again until recently had a response . We were told the it was no longer under guarantee and will have to pay for a call out. I responded this is not fair as the problem was when we initially bought it and due to the 2 year pandemic none of their engineers could not visit then . I spoke to Customer service / manager who dismissed me and despite explaining the history she made me felt as though I was telling stories . i was told there was no record of my calls and emails .This company are quick to take your money when it comes to something going wrong with your equipment YOU ARE DOOMED! customer service are appalling and they don't really care about their customers . I am stuck with a squeaky/ faulty treadmill which they sold me. Echelon please do not respond to say you are sorry cause you don't really give dam about your customers . WASTE OF MONEY AND TIME!
Echelon customer service you make up things as you go along! you are a joke!

Bought the EX3 bike a while ago and just got the treadmill today both great reliable equipment thank you.

I had an issue with my bikes resistance, due to motor developing a fault, I then emailed Caroline at Echelon uk who promptly contacted me back to offer her assistance..She was extremely helpful and would follow up with phone calls and would always reply to emails in an efficient and professional manner. Caroline had sent the parts and were received within 2 days, which was excellent service. Overall extremely pleased with the service, with a big shout out to Caroline. Thankyou..

We own an Echelon EX 5S bike. A great piece of equipment with great classes and scenic rides available.
When we have contacted Echelon our queries have been extremely quickly answered.
Great, great service throughout.

All round excellent. Ordered my Rower on 05/07/22, arrived on 09/07/22. Noticed an anomaly on the order e-mail confirmation so contacted customer services. They responded and resolved quickly, friendly too. Special mention to Nicole 👍 Rower very sturdy/robust which does make it heavy but split into parts on arrival so easier to move. May still need 2 people to carry the main section if gong upstairs. So easy to put together, took me about 20 mins to "construct" and get connected on to the Echelon-Fit app. First impressions of the Echelon-Fit app are great. Easy to use, works and connects well. You can add up to 5 people so excellent value as well. Lots of classes to choose from (live and on demand), all of good quality with friendly, knowledgeable and enthusiastic instructors. Rower is "Magnetic" resistance with 32 levels and extremely quiet. Ride is smooth and comfortable. Only other Rower I've tried over many years at the gym is the "Concept 2". For me, the Echelon is a strong positive alternative, different but just as good. Very happy with my purchase and look forward to my Echelon Rowing journey 😊

Incredibly inefficient customer service. No option to just order replacement part on website. Required 3 days of several e-mails back and forth to just order a small part. Asked for proof of purchase - from 2 years ago - and equipment serial number before they could "raise an invoice" to charge me for the part. Standard shipping was an additional £15 for something so small it fits in an envelope.

It has been tricky synchronising the connect bike to the app along with some other issues however the customer service has been excellent and so quick. Love the classes.

Very well packed and informed all the way to it bring delivered.
Easy to put together and very quite when in use.

Easy to put together, good quality product, very enjoyable classes and lots of choice. High recommend

Perfect 👌👌