Echelon Fit Reviews

My Connect EX3 bike has broken outside of its warranty period, I was advised by the customer services team that I would need to replace three parts at my own expense, and that the parts could be consumer fitted. The parts were replaced, however they did not resolve the issue, Echelon are now denying my request for a refund on the basis that the parts (that they told me to buy), have been fitted. Obviously I could not know that these parts would not resolve the issue unless they were fitted. Now Echelon are saying that I need to pay another £99 for an Engineer to visit to assess the bike, with a further repair bill to come after that. My customer service experience has been truly horrendous and is currently showing no signs of being over quickly.

Echelon also took two annual membership payments from my expired debit card, amounting to £700.

Stay away from this company, will treat you like a child, not answer really simple questions, then tell you after a complaint "we will no longer correspond on this matter any further". The worst customer service and experience ever. I would advise doing a lot of research and look at other brands who are more willing to have a sensible and professional discussion. Terms exist for a reason but sometimes you have to bend the rules to keep clients coming back and happy!
They definitely need customer service training

Had the bike just over a year so it's out of warranty then the problems start. Engineer has been out 3 times to conclude in the end it's un-repairable, then we get an email from Echelon saying it's beyond repair and we should buy a new one!! No thank you.. Issue with the resistance as well as the fly wheel, just think the kit is not that well made as yes it gets used but my wife is a slim lady so not like she's over exerting the poor machine. That along with a very expensive membership else you can't use the bike at all and it may be prudent to buy a similar priced spin bike that's better made?

I am still awaiting my order and it is near impossible to get any kind of response from customer services regarding my order. Totally unacceptable when spending such a significant amount of money for a bike. My advice would be to avoid purchasing from there website as they take your money but do not deliver!

Still waiting for my order and no time frame provided. Constantly having to chase customer care. Very disappointing.

I am very upset and disappointed about the software and membership. Membership should be an option but I feel like I am forced to pay for it. I paid £1200 for a byke that I can't use because I haven't paid my membership, honestly this is ridiculous, the bike should be used in a free style mode where I could adjust the resistance. I would not recommend this bike purely because of the membership that you are forced to enter. I made an expensive mistake and 100% regret it, should have bought a cheaper one with more features.

Purchased an EX3 in Jan 21, the bike itself is sturdy and well made however the app is awful. For the first year, we were kicked off classes or could not connect at all, it was very unreliable. We experienced some good customer service through Debbie in 2022 which helped resolve a number of issues. The app is still poor and clunky but the connection issues were less frequent, later on in 2022 they amended their timetable and the number of UK classes cut substantially, this was on top of an already limited US timetable from changes made earlier in the year. We then receieved very poor service last week which resulted in us cancelling our membership. We've had several friends and family ask our opinions on the bike over the last few months, all in all, we would not recommend Echelon in its current format, the app and service really let the business down and it could have been something really great. We made an expensive mistake and would advise others to look elsewhere.

I am unable to provide any more stars at this time as having ordered the item a week ago I still have not received the item and it is due for delivery in seven days once I receive it I can give feedback. What is annoying is that I keep getting emails from the company asking me if I am enjoying the item lol

Efficiently dealt with throughout the process. One of the better delivery process,es with the delivery company giving an, almost, exact delivery time, and then following up with a call later to ask if there were any problems with the package.

Absolutely love the bike, and the scenic classes. Great value for money! I have definitely been more motivated and exercised more than ever. Only downside is the app itself. It's so clunky and feels more like a 5 year old app. It's hard to search, the live classes disappear, it glitches regularly. But everything else is fantastic.

Was looking forward to receiving my bike and becoming a paid up member.
Shoddy and slow delivery service though. As I couldn’t fit in with the delivery company after ETA completely ignored. I cancelled my order and will now save £750 and £30 per month.
Will buy from a competitor

Excellent service via email with speedy and helpful replies. Got stung with large customs bill bringing already expensive shoes into country. My own fault for not checking beforehand but just soured the purchase.
Update - company refunded customs charge so re rated my review.

Can’t connect the app to Wi-Fi, phone number provided to help is out of use and customer support email don’t even know what app I’m using…absolute shambles!
On top of that it looks like the longest spin class you can do is 20 minutes! If I’d have known that I wouldn’t have bothered.

My bike has arrived and it is missing the entire saddle bracket, is scratched and marked, peices missing and clearly had been used as mud on the peddles. Spoke to customer services, they advised email head office as they cant help, email pictures and details of problems.

i did this, i got a very ruid email saying they are closed and that they do not tollerate abbusive behaviour. 'abbusive' obviously meaning that they dont like being provided with evidenace of such a disspapointing and unaaceptable delivered item.

Very poor, wish i have saved the extra and gone with pelaton!

I’m pretty impressed to be fair.
The sound is a bit naff and the instructors voices could be clearer.
I paid for delivery and for it to be put together however the guys who put it together didn’t do the best of jobs. I had to find the dumbbell holder in the bin and attach it plus the seat wasn’t attached properly.
I’m glad the classes are good which has been the saving grace and the screen quality is very good.