BEWARE THIS COMPANY DOESN'T STAND BEHIND ITS PRODUCTS AND WARRANTY CLAIMS. TERRIBLE CUSTOMER SERVICE AND DON'T CARE ABOUT THEIR CUSTOMERS. DO NOT RECOMMEND. I purchased expensive tiles from this company and paid $1.5k for it. After the installation was complete, I noted that a couple of tiles appear to be dusty/dirty and attempted to clean it, but nothing worked. I figured that the tiles must be defective and permanently stained. I contacted the company and sent them photos (attached to this review). Laura, the company rep, at first got back to me and offered to exchange it. Before going to the store, we spoke on the phone, and she advised that her Dear Management is refusing this warranty claim due to the fact that the tiles were "altered". What a lame excuse and just a shame on this company! If you want quality products and good service, I highly recommend you don't deal with Treadmill Factory, and instead go to other companies that actually do care about customer satisfaction and stand behind their products and customer service.

A huge THANK YOU to Daniel at the Treadmill factory for helping me find the perfect rack!!!! despite how crazy busy the store was Daniel managed to answer all my questions and pointed benefits I wouldn’t have considered. Daniel was super humorous yet professional at the same time. We haven’t experienced this kind of level of customer service in a long time. We will definitely return and recommend the Treadmill Factory!!

I wanted to take a moment to express my immense gratitude for the exceptional customer service I received from Daniel and Kathy at Treadmill Factory during my recent purchase of gym equipment. Daniel's dedication and expertise truly made my buying experience outstanding. From the moment I walked into the store, Daniel greeted me with a warm and friendly demeanor. He took the time to listen to my fitness goals and provided valuable insights into the various equipment options available. His product knowledge was impressive, and he answered all of my questions with patience and in-depth explanations. What truly set Daniel apart was his commitment to ensuring that I made an informed decision. He didn't push me to buy the most expensive equipment; instead, he helped me choose the products that best suited my needs and budget. His honesty and transparency were refreshing in a sales environment. Throughout the entire process, Daniel's professionalism and willingness to go the extra mile were evident. He assisted in assembling a customized gym equipment package, provided guidance on maintenance, and even offered advice on workout routines. I left the store feeling confident and excited about my purchase. In addition to his exceptional product knowledge, it was Daniel's dedication to customer satisfaction that left a lasting impression. He made me feel like a valued customer, and it was clear that he genuinely cared about helping me achieve my fitness goals. I cannot speak highly enough of Daniel's customer service at Treadmill Factory. He is a true asset to your team and exemplifies what outstanding customer service should be. Thanks to his assistance, I am now the proud owner of high-quality gym equipment, and I look forward to achieving my fitness objectives. Please convey my sincere appreciation to Daniel for his exemplary service. It is rare to encounter a sales professional of his caliber, and I am truly grateful for the exceptional experience he provided.

If I could rate 0 stars I would. By far the worst customer service experience I’ve ever had to deal with. There was a number of issues with my order, all mistakes on their side and after 3.5 weeks of still not receiving my item correctly I cancelled my order. Issues dealt with- 1. Not offering free shipping in store purchases when online it offered free shipping on the same items. 2. Not inputting required customer information into the system correctly to ship items out. 3. Delay in delivery. 4. Delivered wrong product & skid delivered looked rough, not sure if products were okay. 5. Customer constantly following up on status or to inform of issues. 6. Dealing with extremely rude employees. An employee named Adrian said ‘if I had ordered with him then none of the issues would have happened and that his team is constantly making mistakes’. An assistant manager said ‘if I wasn’t happy with their services then I should go somewhere else’, best advice given. I wouldn’t recommend anyone shopping here if you want good customer service.

I came in here looking for a children's exercise bike that I had found online. When speaking to Kyle he did say it was a great piece of equipment but said it would only be good for a year or two for my 9 year old son as he would out grow it. He recommended the Yesoul as it would grow with my son over the years and that it had excellent customer reviews. At home we found it easy to put together but sturdy. It is the perfect size for my son and is easily adjustable. Thanks Kyle for the awesome recommendation!

It was good during the sales process, I called in the day before to schedule delivery . I was told by Kyle it’s between 11am-3pm. The next day I stepped out busy with my renovation and the delivery guy called me at 10:40 saying they will be here. I asked politely to come later and he said no. You have to cancel the delivery if that’s done . I don’t understand why the upper management give such broad delivery time frame for large items like elliptical machine , bench and tiles. They should already know their delivery schedule ahead of time. Perhaps one to two hours max window time at most. I cannot be stuck home waiting from 11am - 3pm. #2) the tiles they installed wasn’t included in my price but they did it for me. But now i realize it was installed upside down when I asked the delivery guy this looks upside down. Now I have to do all of this again. Also Patrick should have told us to pay for bench assembly but he said it was easy but easy is different from everyone’s perception. At least he should have ask if I’m a handy guy or not first before assuming the behind it’s easy to assemble or not first. Would not recommend. I rather go online and buy from Amazon their service is better than this . And I paid over 4K on this… never go back. “After few days I just found out the delivery people actually broke my side back yard door and we have to fix the door. To criticize a customer being rude and elitist is quite absurd. I was simply voicing my frustrating experience. And you did not ever try to fix the frustrating experience. And for you to constantly interrupting me during the phone conversation shows how “ professional “ you really are. Your approach from the get go was also bad I hope you have a better person understand how to make the customers experience better. I understand no company is perfect but is how you rectify the customers’ concern makes a customer loyal for life to the company. Again your initial approach over the phone add no value to make the paying customer’s experience any better. Hope all thee best and Good luck to the company on your future endeavours.

Watch out for the delivery service the company provides. We ordered a home fitness rack and ordered the installation service. The people came in like drunk and broke our basement pillar while moving the rack in. Our basement is almost empty and I don't believe how careless they are to achieve that. They finish their job roughly and said would report to their manager and it's been a month since we didn't get any feedback. We already paid to fix it ourselves. Since the delivery company is a third party, I don't think we'll get any help from either of them. The quality of the rack is good, so if you really want it don't buy any install service from them and just let them put it outside your house and do it yourself.:-) Update Reply from owner: Owner> We apologize that the delivery company damaged your pillar. They certainly are not drunk although it may appear that way with two people juggling a 200 lbs unit. Me> I appreciate your reply. However, the rack was disassembled when moved in and the part break the pillar can be held with one hand. Clearly they didn't explain to you what happened. Owner> It is a professional third-party company with liability insurance. We have already been in contact with them and they have advised us that they have been in contact with you. Me > We never recieved any calls from either your store or the shipping company. We contacted both but didn't get any reply. There is no benefit for us if we get a call but fake we don't get it in the review, and we already not asking for anything since we fixed the damage ourself. Owner> At the end of the day, mistakes happen and we always try and make things right. We hope you are enjoying your new home fitness rack. Me> Yes I enjoyed the rack, thanks.

Being a gym owner. The Treadmill Factory is my go to fitness store. They have a great selection of machines and fitness accessories. I try to visit this store every 6 months wether I am looking for a particular item or not. Their staff is knowledgeable and professional, and the service is second to none. A must visit if you’re a gym owner or fitness enthusiast.

SO incredibly happy with the exceptional direction and service I've received from Kyle, and the Treadmill Factory! I purchased a number of new items for my home gym in the past few years, and just added two more items; an air-rower, and air-bike. I have been SO pleased with the quality of the equipment and ongoing support! When my treadmill was delivered, I didn't know what to expect with that experience -- my home had a few challenges for them getting into the walk-out-basement including a hill slope and some muddy areas. I was so impressed with the delivery service, their professionalism, and how clean they left my home! --- I highly recommend KYLE and The Treadmill Factory for any gym equipment purchases... and I really appreciate all their help, and time, in making my home gym so enjoyable !! :) THANK YOU !!!

Great experience when shopping at The Treadmill Factory, very helpful and friendly staff. Always ready for any questions about each piece of equipment. We just purchased a red (or black) multipurpose Bodycraft SpaceWalker Treadmill. As a coffee table or as a treadmill unfolded with a place for a computer and drink holder when positioned as a treadmill. We will definitely be back again in the future. 👍

I’ve spent this past year building my gym; like most of us have. And I have to say The Treadmill Factory has been at the top of my list for purchasing top quality equipment. Excellent customer service and efficient pickup system. Keep it up. You’ve got my business 👍🏻

I have been going to the Treadmill Factory for a number of years now. One of the many things that I like about the Treadmill Factory is that there are no pressure sales. The staff gives me time to look at what I'm interested in. As soon as I have a question about anything, they are right there to help. It's rather amazing to see. I can say with full confidence that the staff at the Treadmill Factory know their products very well and it comes across when I ask questions. I believe one day alone, I must have been in the store at least 4 times. I originally wanted one set of dumbbells and then ended up buying a couple more sets and then eventually the rack too. The prices were ideal and the customer service was top notch. From purchase to pick up, everything runs smoothly. The text alerts with my place in line are a nice convenience, giving an added touch to the already great service. I will continue to frequent the Treadmill Factory for their excellent service, great products and welcoming approach to dealing with customers. Thank you Treadmill Factory for making the purchasing component of fitness most enjoyable.

Much thanks to Kyle for his expertise and patience helping my wife and I evaluate and then purchase a new treadmill. Excellent communication before and after purchase. Some reviews mentioned the delivery set up crews. We had two deliveries and both times the crews were polite and professional. They were familiar with the equipment, set it up quickly and took all the packing supplies with them when they were done.

Impressed by their efforts fixing my remote order's delivery issues. Kyle and Danny provided excellent customer service, even reimbursed extra charges. A solid 5-star recommendation for their positive solutions and competitive prices. Thank you!

I visited Threadmill Factory in Markham about a month ago. I got some gym equipment and Samantha was so helpful and very professional. I should have write my opinion sooner but I've got very busy but I started to use the equipment again. I am very happy about the products. Samantha explained about the differences on different squat racks and the add-ons that I can install on a rack. This helped me to make an informed decision. She was very knowledgeable. Thanks for a great product and a great service.

We had a very positive experience at this store and would highly recommend it. Kyle was pleasant, knowledgeable and helpful. He responded quickly to questions via email and made the whole process easy. Now, we are waiting for delivery but the sales process was excellent!

Have ordered several items from The Treadmill Factory to build our home gym over the past few years and always impressed with the quality & quick delivery! Most recently purchased the Bowflex Treadmill 22 and love it. Also have their Fit 505 power rack with lat pull down attachment, dumbbells, kettlebells, and bumper plates. Would highly recommend!

This was the first time we bought from Treadmill Factory and we will surely buy from them again. We bought a pair of Treadmills for our winter walking from Kyle and Kyle is THE BEST !!! The whole process was very professional and zero-pressure. Kyle answered all our questions in detail and it's clear that he knows the equipments inside-out. The delivery team on that day was also excellent, pleasant and very clean. When we had questions afterward, we got responses from Kyle immediately. These are significant and long term investment so my wife and I are very glad we get to buy local from vendor that actually treat their customers like people rather than just an account. Very impressed. Thank you !!!!

Kyle did a fantastic job helping us with our new treadmill. Very informative and ensured we left with a treadmill that fit our needs and budget. Great service and very knowledgeable with the different products.

When you are looking for advice on where to buy a treadmill, and the owner of your gym tells you “The Treadmill Factory”, that’s where you go!! I decided on the Markham location. I had so many questions. I was lucky to get Kyle on the phone, who was professional, informed and patient. Kyle took extra time and care to communicate with me, back and forth, via phone & email, over a couple of weeks to help figure out what machine was best suited to my needs and space. He offered me several options with varying price ranges and I never felt pressured at all. I received quotes in writing, and all of my queries were answered promptly. The final transaction was smooth, and near effortless on my part. Kyle, on the other hand, may need a vacation after having to deal with me! Thank you so much for your incredible service. I look forward to using my Matrix for years to come, and highly recommend this store for all of your fitness needs.

I have been to The treadmill Factory numerous times to browse and make purchases Kathy Huang was very hepful . Answered all my questions and concerns and was very reliable when i had questions by email got back to me in a timely manner overall great service. I will definitely go back im very satisfied

This is the first major purchase I've made at Treadmill Factory and certainly will not be the last. From the moment you step inside the showroom, I was immediately impressed on how well the store was organized, and how friendly the staff were. You did not feel pressured or 'watched over'. Kyle was very patient and quite detail-oriented on recommending the ideal elliptical to meet my needs. His professionalism, deep knowledge and relaxed approach was appreciative. All my questions (there were many over a few visits) were answered. Pricing was fair and open. The delivery service was excellent and efficient. Post-sales support is just as important as pre-sales: You can really gauge an organization on how they treat a client after the sale is done. My elliptical had a missing part, from the factory. Once Kyle was informed, he immediately jumped into action and worked with the vendor and parts dept to secure and ship the part ASAP. I was very impressed with how he expedited this and the follow ups to ensure everything worked out well. Great service, great products and equally important, great post-sales support. Thank you Kyle and your team at Treadmill Factory for making the buying and post sales experience top notch.

Bana was very helpful and had amazing product knowledge that made the experience fantastic. Would be the place to go for all your fitness needs. Hands down. Thanks Bana!

Patrick is the sales person I needed to make a purchase with confidence. On the phone earlier today he explained several good options so I knew my budget coming in. At the store he showed me how to use a squat rack properly and convinced me the full rack was the safest for me as I continue to recover from a low back injury. I appreciated his willingness to answer questions with his expertise without pressuring me in any particular direction. He is a good man. Thanks.

As a long term customer of Treadmill Factory, the customer service is always top notch. Whether outfitting my gym or home, or looking for a new piece of equipment, I have been so impressed with the quality and options available. Jake helped us out today and is very knowledgeable. He gave us great advice and helped us make a sound decision on our purchase. Jake took the time to listen to our needs and his recommendations and honesty were so appreciated.

To be honest, I am not a gym professional, and this is my first time buying a large fitness machine for home use. When I was in the store with a bunch of different makes and models of elliptical machines, I had absolutely no idea how to start picking. At this time, Samantha hosted me warmly, and after understanding my needs, she took me to try different models I was interested in, and patiently explained the main differences between the different models. When I was concerned about whether someone would hit my 8' ceiling while standing on the elliptical, she worked like magic and pulled out a measuring rod and helped me quickly measure and make sure I wasn't hitting the ceiling. Finally I picked the SOLE E95 as the first elliptical machine in my house, which I received and installed yesterday without a hitch. While this was not a quick decision (spent a month), Sam's assisting me with my first in-store shopping gave me a quick overview of the product, sorted out my needs, and helped me clear up all my concerns, these are pretty helped me and my family to reach a consensus decision. It was a wonderful shopping experience here, and highly recommended!

Positives: Helpful and polite customer service person (once I got some attention). Dumbbell rack is nice. Negatives: I ordered a dumbbell rack in September. One tier/leg was defective as the two holes were drilled wrong by the manufacturer. The online service request form was buggy. Customer service was slow to respond; I'm talking days until I contacted them again. I finally received a replacement tier/leg, which was delivered to me at my expense, but it turned out that it was a mismatched part: the colour was lighter and the texture was rougher (the original tier/legs are just the right friction, but smooth and forgiving texture). Oct 19, 2021, I contacted them again, and got no response. I sent the replacement part back anyway. I may have to just live with the defective tier/leg as I have it as my highest tier and it can at least hold light weights. My experience was quite inconvenient and a bit stressful as I lost time and money.

*BUYER BEWARE* Purchased our Sole treadmill in 2020. It started experiencing technical issues about one year into use. We finally got around to asking for a technician to come and repair it. They sent someone who powered our treadmill on and off a few times and left telling us if the error continues- we should order a new lower control board. We spent $300 on the first tech visit and would need to drop another $600 for the new part and installation. Poor customer service, with weird email replies. Spend a little more somewhere else for better quality products and better service. Ps. Your reply has a snarky tone. Be polite at least. It takes no responsibility for the poor experience. I guess that’s how you do business? Defensively reply to poor reviews? It’s not my responsibility to ensure fairness to technicians- that’s yours, as a company. You also can’t simply say two possible outcomes for an error code- those two scenarios should be addressed when your called to take my credit card number and shared transparently so I can make an informed decision. This experience definitely warrants a buyer beware. Your reviews might be great because you’re all happy to make sales but lack the ability to offer flexible solutions when a product has unfairly been a dud too early in its life. Had the “owner” picked up the phone to call me rather than writing a vindictive review we might be in a better spot to leave a better review. Cheers

Thank you Samantha and team for helping me pick out a good spin bike! I was a beginner and had a lot of questions, they were super patient with me which I appreciated. I was admittedly nervous coming in to try equipment because I had a previous negative experience with another establishment who had a showroom when I came in to try products so I didn't want a repeat of that experience. (I felt pressured to buy, overall negative vibe) However, everyone at the Fitness/Treadmill Factory was super friendly and checked in quite often; they didn't make me feel unwelcome at all which was super nice. I was deciding between two and Samantha and another rep helped me pick a good bike for my price range. Unmatched customer service, would definitely come here for any of your home-gym building needs!

We were fortunate to work with Daniel at the Tread Mill Factory in Markham. Right from the start, Daniel exhibited exceptional friendliness and professionalism. He attentively listened to our requirements and offered valuable professional insights. He's a genuinely friendly person and didn't pressure us when making decisions. Such outstanding service is hard to come by nowadays. We will certainly return to the Tread Mill Factory and specifically request Daniel!!

We went into the store in Markham today and it was a great experience. Joshua was assisting us and answered all our questions and was very helpful. The CEO was there as well and was extremely kind and helpful as well. I now know everything I can add to our current home gym set up!