Reviews

Review Details

• Review fromWhitley D

  Date: 12/30/2022

  1 star
  After 30+ calls with the customer care teams, multiple no shows from the installer, 30 plus times of empty promised call backs, we decided to cancellation it. We spent at least 50 hours with this company on the phone, we are so emotionally drained with them. The worst part is, its been over 3 weeks for us since we requested the refund, they still havent done anything yet. Every time we call, they said they have processed it but they are waiting for the approval. Someone will reach out to update the status but we never heard back once. Its so scary that we dont have the machine, and they havent given us the money back after this long. Can someone help do something about this?

• Review fromMichael W

  Date: 12/29/2022

  1 star

  Michael W

  Date: 12/29/2022

  WORST COMPANY EVER! KEEP YOUR $$$. THEY DONT CARE ABOUT YOU!If I could give this company a negative review I would. I purchased a Tonal in September 2022. Loved the machine. After about two months the touch screen in the middle of machine was unresponsive to touch. Which means I couldnt pick a profile or workout. I had to unplug the machine to get it working. It worked for two workouts and then went back to being unresponsive. I called Tonal on 11/30/22 and sent in a video of the problem. They emailed me back saying I would have a new one in **** days and a month of membership free($49). On 12/8/22 they emailed me saying they are still processing my account. Then they ghosted me. I emailed them 12/25/22 asking for an update and they emailed back stating they are monitoring my case. I then called on 12/28/22 and the new person said they havent sent anything. Its still being processed. I asked to talk to a supervisor. They put me on hold. Came back and said all supervisors are in a meeting. I told them to go get one out of the meeting now. They put me on hold. They came back and said someone could call me back. I said no, I want a supervisor now. They put me on hold. They came back and said a supervisor is looking at my case and going over everything and will call me back in 1-2 hours. They did not. No one called. Nothing. On top of it Im still being charged my membership fee and never got the free month they offered in writing. This company is awful and I will be doing reviews everywhere I can to tell people not to buy a Tonal. **************** is the worst Ive ever come in contact with. This company basically takes your hard earned money and then gives you the finger. They sell you a pile of tech c*** with a warranty they dont uphold. I will be looking into legal action. If I could go back and stay with my gym I would. STAY AWAY from this company!!!!

  Tonal

  Date: 01/03/2023

  Thank you for bringing this to our attention. We sincerely apologize for the disappointment in regard to the delivery of your replacement Tonal. Our ************* team will follow up with you as to next steps shortly.

• Review fromTom F.

  Date: 12/28/2022

  1 star

  Tom F.

  Date: 12/28/2022

  This company is supposed to build premium exercise products. We paid just over $4000 in August for the equipment and then they let us know it would be three months before it could be installed. The three months came and they contacted us for install. We'll they no showed three appointments for install and now it's 5 months since the purchase.

  Tonal

  Date: 12/29/2022

  Hi there - thank you for bringing this to our attention. We sincerely apologize for the disappointment in your delivery timeline. We are checking into your order history now to make sure we resolve this as soon as possible and deliver your Tonal trainer! Please expect an outreach from our team to provide you with an update, but we are having difficulty tracking your order based on your email and name. Can you please email ***********************************

• Review fromJerome D

  Date: 12/27/2022

  1 star
  Tonal is a beautiful technology, however, customer service is close to nothing to the point that it is unable to help you at all. When you call their service, they put you on a long hold until you give up. For example, this morning, I called them again about a relocation install ( You have to buy their relocation kit upfront -- which I did two weeks ago) then you go to the nightmare. Today I called them at 10:40 am, spoke to a person, and was put on hold for eternity. The company has great promise with its technology, but the customer service is less to be desired. I would not recommend buying this. RXO (their installation partner) said they would reach out within 48 hours, but they never did. I also called this RXO - the first instance I pressed the option for them to call back - they never did. The second instance I called, I spoke to another customer service person and was told that I need to call another number, I asked if I can be transferred, and she told me no, she can just give me the number. My overall experience is really awful. I wish to have not bought Tonal.

• Review fromElizabeth S.

  Date: 12/26/2022

  5 stars

  Elizabeth S.

  Date: 12/26/2022

  You know what I see when I read these reviews? I'd love to know..how much, how often, and how hard these people work right now, OUTSIDE of their home! Labor is non-existent because we allowed too many people for too long free money. And now you want to complain! I got mine during *****, had to wait 2 months, but labor was still hanging on. It's absolutely amazing, and I've worked out in gyms for 38 years. The whole concept and real stuff they give you is mind blowing, and keeps getting better! I'm grateful I can afford one, and yet have tons of people be able to work out on it! With hundreds of different workouts, or your own! It's Tonal's problem like 1000's of other companies that can't get labor, and trying to not pull their hair out. I have NOTHING to do with them by the way, just reading these make me crazy.

  Tonal

  Date: 12/27/2022

  We are thrilled to hear about your experience with Tonal. We are committed to adding new programs on a regular basis so you can continue your strength ***************!

• Review fromDerick B

  Date: 12/22/2022

  1 star

  Derick B

  Date: 12/22/2022

  The customer service department is not reliable at all. My tonal started malfunctioning 2 weeks ago and I called Tonal about the issues. They said they had processed my claim and would have a new one shipped to the local warehouse in 7 - 10 business days. Now 2 weeks later I call since I haven't received any updates and I find out that the *** was never submitted. On top of all of that they are still billing me a monthly service charge for a service I can't use. The customer service get a 0 rating for satisfaction ( I had to choose a 1 just to submit my review). The guy I was talking to on the phone spent more time stuttering that telling me the status of the *** that was supposed to have been put in. It ***** that such a nice piece of equipment can have such a bad wrap. Whatever update they pushed they should have the ability to roll it back if it causes and issue on the machine. That would improve the stability of their product instead of having customers with a $4000 mirror on their wall.

  Tonal

  Date: 12/27/2022

  Thank you for reaching out. We are sorry to hear about your experience with having your replacement Tonal shipped to you. Our records indicate that we communicated that your replacement Tonal shipped on 12/23. Our ************* team will reach out to you to advise once it has arrived at your local hub. We are looking forward to getting you back on your Strength Journey.

• Review fromDevyn E.

  Date: 12/22/2022

  1 star
  Everything people have told you about their customer service is true. This company has been an absolute nightmare. My husband and I received this as a wedding gift and we could not be more excited, that was until we realized that getting this installed would turn into a full time job. We got a notification saying our unit had been shipped and would be delivered weeks ago. After not hearing from anyone we gave them a call. They let us know that they could not find the unit at their hub but they would be in touch by mid week to give us an update. Mid week came and went and no call. So we called again, still no update, they lost the unit. We would go through this cycle for weeks (7 hrs 46 mins of US calling THEM 14 CSRs have said they would "escalate" the issue and putting us on hold just to be told we would get a call back soon) NO ONE EVER CALLS! They admitted this was their fault but all they did was let us know they WOULD send a replacement, so no confirmation on it being sent still. It took them almost a month to decide they should send a replacement since it was lost and now its the holidays so god help anyone who gets this as a gift and hopes they will be using it anytime soon. They have treated us like the one night stand you have been trying to avoid. We have tried everything in our power to let them know that you do not treat customers (especially those that paid over $4,200 on your product) with such terrible customer service. We honestly thought they would try to make it right but we are just another complaining customer so they dont give us the time of day.Anyone who is on the fence, go with another product because if your machine breaks or you need to be in contact with them, they will do you dirty. We also got a Tempo and when our weight plates were a day late, we obviously did not complain, but they reached out to us personally and sent us a gift card for the delay. THAT IS REAL CUSTOMER SERVICE> DO BETTER ********************** - CHANGE OUR MIND ABOUT YOU!!

• Review fromOlivia G

  Date: 12/02/2022

  1 star

  Olivia G

  Date: 12/02/2022

  The machine itself worked great but the customer service I received from **** (supervisor) was horrendous. I had a very hard time with relocating the Tonal machine and when I reached out to the company they told me that they really didn't care how I shipped the equipment. **** said to just throw some bubble wrap on it. This showed he didn't care about me as a customer or the ********************** product. It took me over 4 calls in 1 week and about 5 hours of my life for no resolution. And the white glove installation service is a joke.

  Tonal

  Date: 12/05/2022

  Thank you for bringing this to our attention. We are sorry to hear you did not have a great experience relocating your Tonal. For long distance moves, Tonal is unable to support shipping the device to your new location. We will be taking your experience and feedback to heart and working with our ************* team and will follow up with your shortly. We are very sorry to hear you have had such an experience. Tonal strives to provide a premium level of service and product quality. as well as ************ team to improve. Our ************* team has been in contact with you in regard to your order and are diligently watching over your account to ensure this is resolved for you with urgency.

• Review fromChris M

  Date: 10/28/2022

  1 star

  Chris M

  Date: 10/28/2022

  Like so many others on here, bought the tonal and had it installed. It worked great for about a month and then the left arm started clicking in the middle of a rep and with the weight still engaged started swinging around putting my shoulder in a really weird spot for a second. Called customer support and was told they would send a tech out to fix it, its been 3 weeks and radio silence on their part. No updates, no calls or emails, no follow **** But they are still charging me for the subscription I can't use!Absolute abysmal customer service.

  Tonal

  Date: 10/31/2022

  Hi there and thank you for sharing your experience. We're very sorry for any delay and want to get you back to training with Tonal as quickly as possible. We have reached out to our Care Team to let them know you have reached out. They will be reaching out soon!

• Review fromBrandon A

  Date: 10/21/2022

  1 star

  Brandon A

  Date: 10/21/2022

  Tonal is the worst customer service ever. Bought their service in Feb, got the equipment in may, it broke 2 weeks later and still waiting on them to fix it and we're in what month? November soon. Like come on! Love the tonal but the business ***** doggy toes

  Tonal

  Date: 10/24/2022

  We want to thank you for reaching out and sharing your experience. Tonal prides itself on a premium level of service and you have not received this. We know we have work to do to turn your experience around. We have been in touch with you, and look forward to delivering your replacement Tonal in the coming days. Thank you for being a valued Member of our Tonal Community.