Tonal Reviews

Installation Process is the issue 30 days after ordering an no machine

I leave roughly 2 hrs outside a major US city which is all so 1 of the 37 Tonals demo locations so I thought this process would rather smoothly But I could not have been more WRONG 1 I had several issues receiving the installation survey but after 3 different calls with different tech support individuals I was able to have someone stay on the line with me till I confirm I received it in my email Was always told I will send it once we are off the phone 2 I live outside just a little over 100 miles from the XPO RXO hub so my delivery date was based 100 depending on the team doing several other deliveries in my area When I would call the response was we are wait on our the local installers to get back with their availability 3 So after waiting about 2 weeks to get a confirmed delivery date my date ended up being Super Bowl Sunday with no defined time slot I figure whatever I am tired of chasing XPO RXO every other day for a delivery date I just want my machine 4 Friday before the installation I received a calendar invite that my installation will be between 6-10 PM EST I was just excited to have my machine I could have cared less of when at this point 30 days after ordering 5 THE INSTALLERS WHERE A NO SHOW NO CALL WITH NO SUPPORT AVAILABLE 6 I called XPO RXO the very first thing Monday morning and was told they have a visual confirmation in the system that the installers were on their way but that was it They could not provide any other information other than they had a stop installation They couldn t provide when they could let me know what happened until the shipment was scanned into their system 7 So I called Tonal Tech support 4 hrs after calling RXO I was told by the service representative that they were going to call XPO RXO on my behalf my tonal representative returned back with XPO RXO Said they called and Text and didn t receive a response They knocked and no one is home so they continue onto the rest of their installations 8 I can confirm VIA my telephone company phone logs that I did not receive any communication on the day of installation Secondly I have a security system which would have captured any approach to my property I asked for a confirmation of my address and they switched my road suffix e g st rd ect to an address which does not exist So I searched their address in 3 different search engines using 3 different browsers in private mode and it autocorrects to my house every time 9 Was told they can NOT provide any information about when I can get my Tonal gym installed and will get in touch with me when they can

AVOID THIS COMPANY

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 TONAL - CHANGE OUR MIND ABOUT YOU

Worse of than I started

I had a simple repair of the plunger on my machine When the worker repaired it he did something wrong Two days later when I went to use the machine the weight on the repaired arm could not be pulled out So it was in worse condition that when I called about the plunger I called to get assistance The first agent asked me to send a video of the machine and as soon as she got it she d call me back After a half hour I called to speak the Phillip He tells me he s forward the videos to the technician and walks me through troubleshooting It doesn t work He puts me on hold comes back and asks me to do it again He comes back again and ask me to troubleshoot the other arm It doesn t work and I was put on hold again He comes back and said I need to try it at least 4 times And it doesn t work He said that he is escalating my concern and I should hear back But I get an email telling me they need a video of it The next day after receiving no call I call and speak with Mark I give him the rundown and he basically tells me that Phillip dropped the ball That he is sending it to a technician and he ll call me back for an update in an hour Do you think I got a call So after two hours I call The person who answers after hearing my story and how many times I called finally got me to someone who said they would send someone out and call me tomorrow to get it set up We ll see It s frustrating that when a company asks you for payment you are expected to give it when it s due but it seemed like now that it s bought and paid for I am of little value to the company I love the machine which is why I want it repaired so badly But I couldn t in good conscience recommend someone buy it after this experience

Hardware breaks down too often and terrible tech service

Hardware breaks down too often It would have been tolerable if the service had not been so slow it broke down again this time one arm does not move And I have waited for 8 days yet still no response on when they will come to fix the problem What a waste of time and money

Don t expect delivery and installation or help post sale

I ordered a Tonal and have been trying to arrange delivery and installation for over a month Because I live outside of their 75 mile radius the delivery partner that Tonal uses XPO RXO can t schedule a delivery date Every time I call I m told that I have to wait for their local delivery manager to contact me When I ask for an estimate I m told that there is no way to provide one When I ask if I can have the contact information for the delivery manager I m told they can t do that either Tonal has verbally agreed that the delivery and installation delay is unacceptable and have promised they ve escalated the issue to resolve it but there still hasn t been any updates In all transparency tonal did issue a partial refund of 150 00 for the issue I called today to cancel my order since it seems Tonal is unable to hold to their delivery and installation agreement Their customer care department was unable to assist me with anything outside of escalating the issue to their management Buyers beware Tonal makes terrible management level decisions when it comes to partnering with delivery and installation providers They also have done a horrible job providing their customer service with the tools to adequately resolve customers issues

Terrible hardware

Terrible hardware the arms broke down 4 times in past year And it took numerous calls and 3 -4 weeks just to receive a schedule to fix it One of the worst mistake to buy this junk

I started off really liking the tonal

I started off really liking the tonal system when I bought it a few months ago I really liked being able to work out from home and started to really get into it Then one day in the middle of a set the left arm starts clicking like I had pushed the button to rotate it With the weight still engaged the arm unlocked and started swinging around in the middle of a rep This caused a potentially dangerous situation so I immediately stopped and called support I asked for a tech to be sent out to look at the tonal and it has been 3 weeks now with 0 updates and radio silence despite calls and emails asking for them They like to advertise a premium product but the second anything goes wrong with it good luck getting it fixed and keeping your momentum going Love that I m still getting charged for the subscription on top of not being able to safely use the overpriced paperweight bolted to my wall This is not a premium product they do not have premium support this has been a massively frustrating experience to go through I would recommend staying away until their customer service stops being sold to third party contractors who straight up do not care about getting their products fixed

Received the wrong product

Received the wrong product Whenever I tried to get in contact to rectify all I got was the process is lengthy and you re best to give as a gift etc etc I did buy it for a gift and it wasn t what i ordered Absolutely terrible Do not purchase from them

They fired all their good coaches

I can t really say anything good about my Tonal experience 1 They fired all their good coaching staff and replaced them with models that don t know what they are doing 2 They also are rolling out features that simply don t work 3 Tech help never responds to emails I ve had a trouble ticket open for months that no one ever responds to 4 The equipment is junky and temperamental at best and I m just hoping it doesn t fall apart The pulleys are rusting 5 They treat their customers poorly and ban them from their Facebook group if you ask for help