Tonal

I purchased a Tonal in March of 2022. The equipment is incredible, the trainers motivate you. You have to commit to using the equipment. It has been everything I hoped it would be.

Bottom line...great machine, I really like it when it works. Everyone you talk to at customer service is polite and responsive. The installation guys have been great. The problem is product quality and delivery timelines.

First machine I got was defective. Screen randomly froze, but I was able to get a few workouts in and found I really liked it. Replacement took about 4 weeks to arrive. Second machine is inoperative. Again, the customer service people are very polite but they are telling me another 4 weeks to get a replacement and that my priority for a replacement is different than for a new buy. A friend of mine has had no issues with his machine and loves it. If and when I get one that works, I am sure I will be happy as well.

I bought a Tonal second hand but almost brand new. Before I bought it I talked to Tonal and they informed me that the warranty would not transfer but they would support the product. After 2 months of total use, in the middle of a workout, the screen goes white. The program is still running in the background but nothing can be seen. After powering the device off and trying to reset it multiple times, I called Tonal. Eventually, customer support emailed me back. They said that since I was the second owner they would not do anything to help. Two representatives offered to remotely access the Tonal and try a reset, but they were overridden by customer support. They told me that this is a known software issue but won't give me any details or try to fix it. I offered to pay for a technician to fix the product or to exchange the original Tonal for a new one at a discounted price, and they refused. The only thing that they would be willing to do was sell me a new Tonal at the upcoming sale price, $50 less than the current price.
The idea and programs are great when it works. I really enjoyed using it. Unfortunately, the quality and reliability is poor and it rarely works for long. Even though Tonal told me they would support the device, they don't. Bottom line is that once the warranty has expired and it malfunctions, which frequently happens judging from reviews and their customer service, all you have is a $4000 wall hanging.

Got my Tonal installed and at first it was great. Started to get some good workouts in, got into a routine, was starting to see some results.

Then one day, in the middle of a set, the left arm started to click like I had pressed the button to rotate it. With the weight still engaged and in the middle of a rep, the arm actually unlocked and started to swing around putting my arm/shoulder in a bad spot for a second.

I immediately called customer support and thought I was scheduling a tech to come out. 3 weeks later there has been no updates, no phone calls, no emails, nothing. Despite me repeatedly asking for literally any update at all.

This is not a premium product, it is not premium service, and I would absolutely not recommend this product to anyone until they get drastically better product support. I'm going to have to start completely over in my workout program if/when they finally get back out here to fix it. But they are more than happy to continue charging you for the monthly subscription I can't even use!

Tonal has a terrible record for shipping product that is ordered and the customer care does not know what it means to provide customer service.

Not to impressed by Tonal Customer Service or Tonal in general right now. I recently bought a Tonal last week and hadn't even been shipped yet and they sent me an email for 250.00 off after I paid full price. I called and asked for the discount and was told No it was not possible. Not a good start Tonal for one of your newest customers. I have read some bad reviews about Tonal and I'm hoping I get a better experience once I receive mine, that of course I had to pay full price for.

I never write reviews but if I save one person from wasting their time or money. Please look elsewhere for a home gym. They device broke in the first 3 weeks and has been a useless device in my office for last 3 MONTHS. Tonal and XPO are completely incompetent still have not replaced it or refunded my money. XPO has cancelled 3 separate times which I took off from work to be home for the install/replacement.

We received our Tonal and the install was smooth, but they sent us a used accessories kit. The bench has sweat stains and the bars/handles have wear from usage. Super gross. They said they'll send us a replacement set, but have yet to receive it, so at this point we have a disgusting set of accessories and a wall mirror. Not impressed so far. Will update this review if it ever gets resolved.

Initial order took 3-4 weeks, and overall liked the product. Then an arm broke and it's been hell since. Call and try to explain to someone that doesn't speak english, cannot find my account, follow up email, with video of the issue, 3-4 weeks for a repair team to come. That fix did not work, go through all steps above once more, and I'm now on the wait for yet another replacement tonal, 3-4 weeks replacement arrives, installer brings it, installs it and says sorry it's broken. Now no one will answer their support line, I'm sure my 3rd device won't be here within the next 3 months. Issues began in May, and still not resolved mid July.

I waited 2 months for delivery. The installer (XPO who came at 8:30 pm on a friday - 3 hrs late) said my studs were 21" apart so I needed the wider bracket. I contacted Tonal and let them know the situation and XPO said they would come back out with the wider bracket. They came out 2 weeks later and the installer had no idea what I was talking about and did not have the wider bracket. At this point I have no faith on this company's ability to properly install.

It took a long time from the time I ordered until the install was finally scheduled. When the installers arrived, I was all set. I had a large open space for the installation. The installers refused to install the unit because there "might be some wires and water pipes in the area that they had to drill into." There are very nice stud finders that can see through walls and show you where the wires and pipes are. They had a simple magnet that could find studs because the nails are magnetic. They used a $2.00 stud finder to determine they could not install a $4,068.57 unit. No wonder this company is going down the drain.

They take your $$ but make you wait 2.5 months for it to reach the local delivery and installation company (XPO Logistics). Now that they have it they won't schedule a delivery date because they don't have the resources. XPO customer service sucks. Tonal customer service sucks and not doing anything to help. I'm on the verge of canceling my order.

Indy location just opened.
Lawrence was Great in showing me and letting me try the machine.
I was ready to buy, BUT a lady walked up and told us the difficulty she is experiencing in scheduling a delivery and is ready to cancel the order and buy a Mirror.
People are willing to wait 6-8 weeks but not willing to get jerked around for the delivery/install.
Of she can't get one when the warehouse is only 30 minutes away then I have no chance of getting mine relocated when I move home with the installers 5 hours away. At that point I own it and have no recourse. I'm not willing to spend that kind of money with no Customer Service.
Too bad Tonal doesn't handle the entire process.
If Customer Service is that bad before I purchase, it leaves me no choice but to not purchase.
I really wanted to own this machine. It was perfect for me and my needs.
Funny none of your reviews have stated this issue.
Is Tonal filtering before posting them?
Let me know if Tonal gets this handled.
Very Disappointing!

First let me say the machine is fantastic. Very versatile and you get a full home gym. Is it worth the money. Idk. I'm mixed.
What I don't like is the accessory are minimal. You get a basic and not everything you need. The bench is a flat bench. If they would have given a adjustable bench would have been a whole lot better to do incline decline and seated workouts. But they don't so you are limited there. Next they don't add any ankle straps to do leg workout so u have to buy that. No curlbar so you have to buy that as well and it's all aftermarket stuff. The subscription is worthless and your stuck for a year. This unit would have gotten a full 5 stars if they would have gave better and more options for accessories and would have came with a top of the line bench. For what you have to pay I don't see why that wouldn't have been doable. Again I love the machine but pissed I had to go purchase aftermarket accessories to make this a perfect home gym.

Ordered (and paid for) in December and it shipped and was received about a month ago, as projected by the Tonal correspondence. That's where the competence ends. It's been sitting in a warehouse since then waiting for their 3rd party installer to do their thing and they can't be bothered for more than another month.

Multiple contacts with Tonal to 2nd-source an alternative installer that was less busy so far have proven fruitless as they "apparently" have only the one for a major metro area. How difficult can it be to install one of these things ("correctly," I should add, since it seems at least one other Tonal reviewer on this site had a botched installation). It may (or may not) be a great, 1st class product, but Tonal is essentially placing their business's future in the hands of a 3rd class installer who is clearly overwhelmed with the business they have. This appears to be a pretty common problem according to many of the reviews on this and other sites, with reschedulings and no-shows trending towards being the rule, not the exception.

Especially for such a high-priced product, Tonal should have done the research and come up with an alternative--even just one--rather than being at the mercy of such a week link in the supply chain. No chip shortage to blame this time!

I have purchased the peleton, and the hydro without any problems, but ordering the tonal has been a nightmare. My delivery was delayed 3 times and then when they finally do show up i find out they cant install it because the studs didn't support the machine. They told me i have to do a stud build out this was dec 29th. I have the stud build out installed 3 days later and sent them picture's that it was complete. Its now January 22nd and still no delivery. I call and call email and email and somehow they cant give me an answer. Mean while im being charged for this equipment that i dont have. This company is bush league at best.

I ordered my tonal and they started taking payments from my account however my total has not been delivered or installed. I received a notification that my toner will be delivered on December 10 and it never arrived, I then received a notification it would arrive on December 27 and it never arrived then I received a notification it would arrive on January 3 and it never arrived and I was told it was going to be shipped this week and I have never heard back. I have lost faithIn this company to be able to deliver products. Please note that I also ordered two other pieces of equipment for my new home gym. My peloton was ordered and delivered very quickly. And the mirrorFor my daughter Austin had excellent customer service and delivery promptness. I get a lot of advertising and emails asking me about my product which I have not received and I get very short one sentence answers when I inquiry about my product. This is very unacceptable. At least give me some indication of a true reason why my order is being delayed if it's going to be six months three months nine months or a year I have the right to know and I also should not be paying for equipment that I do not know yet. When I check my status, it says still in processing status... this is ridiculous

Don't waste your time and money, I have been waiting 4 months and then they set a day for delivery but I never got this machine, they rescheduled 4 times in 1 month after waiting 4 months, so I decided to cancel my order. Tonal is the worst company I have bought from them. If I could I would give them a negative star!

I ordered the Tonal Gym and paid the $3684. 40 in full on 11/17/21. Today is exactly three weeks from the day that my Tonal was incorrectly installed (Installation Date 12/23/21). The unit was installed 2 feet from a wall which inhibits the ability to extend the arms that are 3 feet long to the sides. There are many notes on this file since I keep calling and am constantly told that someone will come out to re-install my Tonal. I called and emailed Tonal again today and received the same following canned email response: "Thanks for calling today! It was nice speaking with you. As discussed, I am following up with our installation partners to have this issue rectified as soon as possible. As soon as I get a date for you, I will give you a call." Whenever they do decide to come and properly relocate the Tonal unit, my wall will have damage that will need to be repaired.

Tonal requires that they install the unit, but they contract this service out to a company called "Ryder". I do not have any faith in Ryder based on this experience. They should be well trained on the specifications of the installation. After you pay for the Tonal Gym in full, Tonal requires the customer to do measurements and take pictures of two locations in the home for the Tonal installation before they will even schedule the installation. The two guys from Ryder came into my house and rushed through the installation. I told them before they left that the Tonal was too close to the wall for total use of the arms. The one guy just told me that it will be OK and to just enter my credit card information and get started. I was furious!

So here I am unable to use the Tonal Gym after paying for it in full and still waiting three weeks for the company to rectify this problem. I still have no resolution as to how my wall will be repaired. I am so turned off with the whole experience. I highly recommend looking for an alternate home gym solution.