Jim P.
Abandoned
Abandoned. An important reason I bought the Stride 8 was because their website offered delivery to my room of choice and full assembly. With shoulder surgery scheduled the day before delivery, I was at peace knowing Echelon would take care of everything. Instead, I got an in garage drop off. Less than 24 hours post-op, arm in a sling, I had to go out to the street and deal with a delivery driver who had orders from Echelon for basic delivery only — no room placement, no assembly. I called Echelon. Customer service’s explanation? 'Sorry, we don’t offer that service anymore. We’ve been trying to get it removed from the website.' Yet they still charged me and never notified me that the service no longer existed. Their 'solution'? Find my own installer. They refused to do anything that might help me connect with such a local service. No recommendations. No contacts. No help. Just sorry. Yes, they refunded the white glove fee but that did absolutely nothing for me or the massive box now sitting in my garage. So, in my condition, I had to find and pay a local installer myself and then pay for another vendor for debris removal (cardboard and pallet). Bottom line: Echelon advertised a service they had discontinued, charged me for it, and left me to deal with the fallout alone. I’m really surprised. When a company’s customer-facing process fails, they should bridge the gap — not push the burden onto the customer. At least that’s how companies used to operate (decades here as a corporate exec). I’m really stretching to give them 2 stars only because the machine itself seems solid, so far. Customer care gets zero. Maybe I should have looked more closely at the reviews ... Regarding Echelon's response. Similar to the one they emailed me. CoPilot agrees that email was AI or heavily influenced AI. Customer Service has already reviewed the issue with me on the phone when this happened. Their response is what triggered the initial review. 'We've looked at everything' with the response, 'sorry it happened but we can't do anything for you'. Their responses just make it worse.
Response from Echelon FitnessSep 10, 2026
Thank you for taking the time to share your experience. We are very sorry for what happened with your delivery. You placed your order with the expectation that the Room of Choice and assembly service advertised and purchased with your treadmill would be provided. We completely understand your frustration at discovering only at the point of delivery that this service was no longer available, particularly given your circumstances at the time. While the charge for the service was refunded, we recognise that this did not resolve the practical situation you were left with, and we are sorry that you then had to arrange additional assistance yourself. We would like to review what happened with your order and the service available at the time of purchase. Please contact our Customer Support team and we can ensure the matter is reviewed further. Thank you for bringing this to our attention, and we're pleased to hear that you are happy with the Stride 8 itself.