Reviews

Review Details

• Review fromANN J

  Date: 05/19/2025

  2 stars
  I am annoyed and disappointed in the constant malfunction of Tonal equipment. The equipment's warranty has expired. I consider myself experienced with the equipment and use it as indicated and carefully. Despite this, the equipment breaks down same issues yearly. This is very frustrating, considering the price tag I paid of $4000 with a monthly membership, totally over $2800 thus far. The equipment was marketed as durable, innovative, and a high-end experience. On the contrary, it requires repair for are movement issues every single year. The resolution is for me to pay $400 with a 20 percent discount does not feel right. I have spent over $6000 in less than four years. I would appreciate it if the repair could be completed without further cost.

  Tonal

  Date: 05/21/2025

  Hi there,We're truly sorry to hear that your recent experience with Tonal ************* did not meet your expectations. Tonal has many advanced components that may require maintenance over time. Once the warranty period has ended, the responsibility for the cost of repairs or replacements does fall to the owner. That said, we want to ensure you feel supported. A member of our ************* team will be reaching out to you shortly to offer further assistance.Thank you for your patience, and we appreciate your continued support.

• Review fromLyle C

  Date: 04/20/2025

  1 star
  We went forward to purchase Tonal at the recommendation and experience of our downstairs neighbors. We had our contractor build out an exterior wall which is made of brick based on the same specifications our neighbors use in the apartment downstairs. Upon completing that build out for more than $2,000, Tonal began to then ask questions about the build out. After more than a dozen email exchanges, and despite the fact we used the same specifications, Tonal refused to install it, suggesting I can install it at my own risk (and cost). THEY NEVER CAME TO LOOK AT THE SITE! They refused to install based on on pictures, and insisted we needed to install beams above and below the area drilled into the ceiling and floor which in a NYC Coop is NOT POSSIBLE. You cannot drill into a concrete slab in a NYC highrise, it damages the structural integrity of the building. This would be less upsetting had I not invested the 2 weeks and over $2k to have the contractor build out studs to TONAL's specifications which were THE SAME SPECS our friends used. In fact our contractor to be extra safe installed 2x6 beams not 2x4 as our neightbords did, with even more attachment points to the outer concrete wall. TONAL should be liable for this, but unfortunately suing them for it would be cost prohibitive. I only hope people read this and choose NOT to buy a TONAL system.

  Tonal

  Date: 04/23/2025

  We understand your frustration. While we do outline our stud build-out specifications clearly, we acknowledge your frustration in your space not being approved. Given the circumstances, we are canceling your order and processing a full refund per your request. Your feedback is being taken seriously as we work to improve both our communication and support processes moving forward.

• Review fromMichael C

  Date: 04/15/2025

  1 star
  The machine works great. The relocation fee is astronomical, unsettling, and unfair. I can't wait to see how they try to justify it in their response. I just had someone uninstall the unit in less than 10 minutes and I am assuming the re-install, once it takes place, will take less than 30 minutes. Holding my warranty hostage to ensure I pay over $500 for your relocation fee is disgusting. I will never recommend this brand despite how good the technology is just for this simple fact. I am in a temporary living situation and the fact that I'm going to have to pay this fee again in the next 6 months is going to cause me to have an aneurism.Shame on you...this isn't how you should treat your customers after they spend a premium on your device (upfront and subscription costs).

  Tonal

  Date: 04/16/2025

  Hi there! Thanks for your feedback. We're glad to hear the Tonal is working well for you.Regarding the relocation fee it covers more than just the professional uninstallation and reinstallation of your device. It also includes a new set of hardware for a safe and secure installation. We understand it may seem high for a quick install, but it's set to maintain the quality and reliability of service we stand behind. That said, were always reviewing customer input and appreciate you sharing yours. If youd like to discuss your specific case further, feel free to reach out to our support team.

• Review fromPARMINDERJIT S

  Date: 03/17/2025

  2 stars
  Great machine, but the service has been terrible. I understand that issues can arise to any machine. I purchased the Tonal 2, and it malfunctioned within just 10 days of installation. When I contacted customer care, I was informed that a replacement would take 3 to 5 weeks. I inquired about warranty coverage, but after another 5 to 6 days, I was told I couldn't claim it since it needed to be within 30 days of the order date. Instead, I was advised to return the Tonal and buy a new one with option to buy extended warranty.
  I initiated this process and requested a discount on the new Tonal with all this hassle. It has now been almost two weeks, and I've been repeatedly told that I would receive an email within 24 to 48 hours. This back-and-forth has continued for the last two weeks, with no response from management. When I call customer care and wait on hold for 10 to 15 minutes, the only answer I get is an apology and that they are awaiting a response from management. A friend also mentioned that their customer service is lacking.
  Now, the Tonal is almost ready for pickup, yet I can't place a new order, which will lead to further delays in installation. As I've mentioned, it’s a fantastic product, but the customer service is incredibly frustrating, with no accountability for time or the buyer's experience.
  *******

  Tonal

  Date: 03/25/2025

  Thank you for sharing your feedback. Were sorry to hear about the issues you encountered with your trainer and understand how frustrating that must have been.We see that you declined the brand-new replacement unit we offered and later requested to purchase an Extended Warranty outside of the 30-day eligibility window. Unfortunately, these terms are set by our warranty partner, Extend, and were unable to make exceptions. For further clarification, we encourage you to reach out to Extend *********** an alternative, since your order was still within the 30-day return period, you had the option to return your trainer for a full refund and place a new order that includes the Extended Warranty. We understand that youve had difficulty placing a new order, and one of our advocates will be reaching out to assist you further.We truly appreciate your patience and the opportunity to make this right for you. Please dont hesitate to reach out if theres anything else we can do to help.

• Review fromMatt C

  Date: 02/21/2025

  1 star
  The Tonal machine is great when you get it. The workouts are highly effective and easy to learn.Having said that, the machine is very temperamental and constantly needs repaired. I've had Tonal out 4 times in the last 6 months and yet the same issues occur. Maybe you will get lucky and get a consistent product. I have not been lucky. Tonal sucks!

  Tonal

  Date: 02/24/2025

  Hi there. Thank you for your review. We understand your frustration with the issues you're experiencing. Based on our records, your last repair was in 2023. Tonal does have a lot of moving parts and regular use can sometimes lead to wear and tear. It's worth noting that repairs over time are not uncommon, especially with a product that's been in use for a few years.

• Review fromGourav D

  Date: 01/07/2025

  1 star
  I purchased tonal from website during thanks giving **************************************************************************************************************************** scheduling nightmare. I WAS ASSURED MANY TIME by sales *** that that will not happen and here we are - WHEN I GOT to scheduling on December 10th 2024 the first day available was Jan 6th and I called what are my option after being put through the telephone game and wasting hours of my time - waiting for an UPDATE that never came. I SETTLED FOR JAN 6th even though I am being forced by Tonal to use their so called professional installers. In the mean time Tonal collected first payment. So this is lie number 1- they will tell you they got it but they haven you have to be in the middle of scheduling process , no one does anything for you. You are in your own the moment you pay them. The choice is return the product and wait 45 days for refund or stay stuck with really bad service. Well I stuck with bad service. Now we move forward in time Jan 5th evening, I get a call and the agent asked me can they reschedule me for Jan 7th instead of 6th I was like okay. Before putting the phone down double checked with the Agent it is Jan 7th and they said yes. Now on Jan 7th they are saying the earliest they Deliver is Feb 13th and the agent who called me flat out lied to me and now I cannot even get in touch with warehouse. I keep getting canned response from the agents. DO NOT BUY FROM THIS COMPANY THEY WILL LIE AND SAY ANYTHING TO HAVE YOU MAKE THE PURCHASE BUT ONCE THEY ARE PAID THEY DONT CARE AND THR INSTALLATION PEOPLE ARE EVEN WORST THEY ARE NOT EVEN HERE.

  Tonal

  Date: 01/12/2025

  Hi there,Thank you for sharing your feedback. We understand that scheduling delays can be frustrating. While we work closely with our installation partners to accommodate our members' availability, their scheduling timelines are beyond our direct control.Our records indicate that your Tonal trainer has been successfully installed, and we hope youre enjoying it. If you have any additional concerns or need further assistance, please dont hesitate to reach out to our customer care team.Thank you for your understanding.

• Review fromNicole B

  Date: 12/27/2024

  1 star
  I went to purchase a tonal this morning at a holiday special price ($1000 off). The website said $1000 off, but on the product page and checkout it was only $500 off. I contacted customer service and they acknowledged the price discrepancy but said their site was transitioning to the new $500 off and couldnt honor the $1000 discount, that that was incorrect. I understand that $1000 is an old promotion but if your website says it, they should honor it. I have screenshots to confirm my conversation with their sales ****

  Tonal

  Date: 12/30/2024

  Hi ******! Thank you for reaching out. We are unable to locate your account with the information provided. Kindly reach out to our team with the screen captures showing this promotion would be honored past 12/27/2024 and we will happily apply this to your order.

• Review fromJeremy E

  Date: 12/15/2024

  1 star
  I purchased my Tonal is 2022. Recently, the until will not turn on at all. I followed the troubleshooting steps and contacted support. The resolution is that I am unfortunately out of warranty and I need spend another $750 for a replacement unit. I’m $4k in, and have been provided zero other options. I literally have done nothing to damage the equipment. Now I’m forced to shell out another $750 because of a defect I have zero control over? No option to test this thing and find out what happened and who is really at fault. The revenue from my monthly membership fee alone would recoup the costs of replacing it in a matter of months, and making a loyal customer stay that way.
  Extremely disappointed.

  Tonal

  Date: 12/26/2024

  Hi there,Thank you for reaching out to us regarding your Tonal. We understand your frustration with the unit not turning on.We appreciate you following the troubleshooting steps provided by our support team.Unfortunately, as your Tonal is outside the warranty period, a replacement unit would incur a cost of $795.We understand this may be unexpected, and we value your feedback. We are committed to providing excellent customer service and are exploring potential solutions to assist you. We will be contacting you shortly to discuss these options further.

• Review fromTyler Y

  Date: 12/10/2024

  2 stars
  This review is pre installation. I purchased two units for two states. I used two separate e-mails to avoid confusion but Tonal merged them into a single e-mail. The shipping addresses were incorrect, I have now made multiple calls to Tonal to update the address but it has not worked.
  When I was contacted by the delivery/installation company they still had inaccurate addresses. I just got off the phone with Tonal rep who claims the addresses are updated. I am now contacting the delivery/installation company to confirm the update.
  I hope my experience with Tonal unit itself is better than this, I have lost multiple hours now just to arrange delivery of the unit.
  ~ Highly disappointed so far, Tonal is suppose to save us time by working out at home not burn multiple hours just to get the unit.

  Tonal

  Date: 12/16/2024

  Thank you for sharing your experience. We sincerely apologize for the frustration you've faced with the address confusion and the time you've lost trying to resolve it. We understand how important it is to get everything set up smoothly, and it's clear that we missed the **** in this instance. Your feedback is valuable, and we'll be addressing this internally to improve the ********** the meantime, if theres anything else we can do to assist in getting your delivery sorted or expedite the resolution, please don't hesitate to reach out. We truly hope that once your Tonal is set up, it provides the convenience and quality experience youre expecting. Thank you for your patience, and were committed to making this right for you.

• Review fromKyle M

  Date: 11/26/2024

  3 stars
  I love my Tonal. It's a FANTASTIC piece of equipment. I don't like their subscription model. You spend $4000 on the unit, and then they lock you into a $65/mo subscription for the first 12 months. But after 12 months, if you quit the subscription, you get nothing. The Tonal can only be used by one person. You manually have to adjust the weight, and there is no spotter feature. They need a layerd subscription. $0/mo gets you nothing. $20/mo you can use the machine with the spotter, chains mode, etc. but you don't get the classes. Subscriptions are ruining us.

  Tonal

  Date: 11/28/2024

  Thank you for sharing your feedback, and we're thrilled to hear that you're enjoying your Tonal! Youre right that the membership gives you access to a lot of features, but if you choose to pause or cancel it after the first 12 months, you can still use Tonal in Basic Lift mode, which offers a more limited experience. Essentially, its like using traditional gym equipment with manual weight adjustments and no guided workouts or dynamic modes.We understand that subscriptions can feel limiting, and we're always listening to customer feedback like yours to improve. Thanks again for your input, and we're glad you're enjoying your Tonal experience!