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Problem Solved: Hey NordicTrack, where’s the treadmill I ordered?

Q: I recently ordered a treadmill from NordicTrack. The company promised that the unit would be shipped in 10 to 14 days, and told me to wait for a local delivery service to call. On Day 25, I heard from the company, by which time I was traveling for work. I scheduled a delivery for the next week.
Christopher Elliott 
I took a day off of a new job to take the delivery. But the delivery company forgot to put the treadmill on the truck and couldn’t deliver it.
A NordicTrack representative just emailed me that I would have to pay a “restocking fee” if I canceled. I didn’t want to cancel, I just want the equipment. The local delivery says my order is canceled. NordicTrack keeps telling me that it will send the treadmill. I have no equipment. Can you help?
Juliana Lenny, Stockton, California
A: NordicTrack should have delivered your treadmill sooner. But don’t take my word for it — NordicTrack says so on its site: “Orders may take 3-5 business day to ship.” While it notes that shipping times vary, it states that “most orders arrive in 10 business days after the date of shipment.”
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Your order took more than twice that amount of time. And then it wasn’t on the delivery truck.
Strange behavior for a company that claims to help customers “exceed” their health and fitness goals. The only thing NordicTrack seems to be exceeding is the limit of your patience.
You kept meticulous records of your case, including emails between you and NordicTrack. That’s excellent. I also should note that this case involved more than a simple treadmill. In the end, it threatened to affect your job and your credit score. You didn’t need that kind of a headache.
I’m no fan of restocking fees. When I reviewed your case, I noted that NordicTrack wanted to charge you 10 percent of the order price to take the order back, even though it had never delivered the treadmill. Restocking fees are a type of junk fee, particularly in your situation, where the unit never appears to have left the warehouse. The company is just charging you a fee because it can.
NordicTrack (ICON Health and Fitness) executive contacts are on my consumer-advocacy site: http://www.elliott.org/company-contacts/icon-health-fitness/. You also might have reached out to them to see if they could straighten this out. Usually, a brief, polite email to the right person can fix a delivery case like yours.
I contacted NordicTrack, and it got in touch with the delivery company and found your missing treadmill.
Christopher Elliott’s latest book is “How To Be The World’s Smartest Traveler” (National Geographic). You can get real-time answers to any consumer question on his forum, elliott.org/forum, or by emailing him at chris@elliott.org.

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