Sign in before writing a review. Keep personal details out of your feedback.
Sign in to write a review
Reviewer
0 helpful votes
The machine is fine. You can do a lot with it. Mine hasn't been working. I called. They use a third party for repairs. Both the tonal service AND the 3rd party have been horrendous! It's been a MONTH and still no one has come to repair!
Reviewer
0 helpful votes
I have been a Tonal customer since 2020 - great experience, even if the product is overpriced. I intentionally maintained my subscription over that six yr period (inlcuding the monthly price increases). I responded affirmatively to Tonal's recent offer to upgrade to a Tonal 2 - this was to include installation of the new model, and a "sustainable" disposable of the older model. I had a number of issues with the Tonal 2 installation - to the point where I filed a dispute with my cc. That issue has now been resolved (after way too much effort on my part). However, the older model still HAS NOT BEEN REMOVED, despite multiple complaints to customer service, and repeated promises this will be handled. Perhaps Tonal should focus less on paying multi million $ athletes for endorsements and focus on getting its operations together. I don't want to be an "elitist", but if Tonal insists on charging the prices it does, the services NEEDS TO MATCH.
Reviewer
0 helpful votes
I purchased a tonal on May 30th. Tonal delivered and installed on July 1st. It would have been delivered earlier, but I had to have work done on the wall where I wanted it installed so it would comply with Tonal's installation requirements. I started using the machine immediately and was very impressed with the quality of the machine and the entire experience. On the 1-week anniversary, I woke up to find that the Tonal's screen had become unresponsive. I contacted Tonal customer support and was told that a technical support specialist would contact me on the same day to help troubleshoot and resolve. I never received the promised call. Still haven't (almost a week later). I contacted Tonal customer support again and was told that the problem I was experiencing was not serviceable and that under the warranty I would be sent a new (not refurbished, I asked specifically and received written confirmation) Tonal "ASAP." Several days later, all I have is an order number but no delivery timeline. Summary of my experience so far: I paid over $4,600 on May 31st and 45 days later I've only had 6 days of use of the Tonal. I don't know if the Tonal defect I experienced is rare or common. Am I going to have to go through this again? If the replacement machine also turns out to be defective in some way, will a new 30-day money-back guarantee apply?
Reviewer
0 helpful votes
I purchased a tonal on May 30th. Tonal delivered and installed on July 1st. It would have been delivered earlier, but I had to have work done on the wall where I wanted it installed so it would comply with Tonal's installation requirements. I started using the machine immediately and was very impressed with the quality of the machine and the entire experience. On the 1-week anniversary, I woke up to find that the Tonal's screen had become unresponsive. I contacted Tonal customer support and was told that a technical support specialist would contact me on the same day to help troubleshoot and resolve. I never received the promised call. Still haven't (almost a week later). I contacted Tonal customer support again and was told that the problem I was experiencing was not serviceable and that under the warranty I would be sent a new (not refurbished, I asked specifically and received written confirmation) Tonal "ASAP." Several days later, all I have is an order number but no delivery timeline. Summary of my experience so far: I paid over $4,600 on May 31st and 45 days later I've only had 6 days of use of the Tonal. I don't know if the Tonal defect I experienced is rare or common. Am I going to have to go through this again? If the replacement machine also turns out to be defective in some way, will a new 30-day money-back guarantee apply?
Reviewer
0 helpful votes
I hope somebody thinking about buying a tonal reads this and knows that when they purchase this machine, thats when customer service stops. Be prepared for glitches, things breaking, cables wearing out, and then asking for help from customer service that youll never get. Then they get mad about how u talk to them. DO YOUR JOBSSSSS TONAL!!!! FIRE EVERYBODY. THE MACHINE IS ASS AND THE CUSTOMER SERVICE IS EVEN WORSE!!! BUYER BEWARE!
Reviewer
0 helpful votes
I hope somebody thinking about buying a tonal reads this and knows that when they purchase this machine, thats when customer service stops. Be prepared for glitches, things breaking, cables wearing out, and then asking for help from customer service that youll never get. Then they get mad about how u talk to them. DO YOUR JOBSSSSS TONAL!!!! FIRE EVERYBODY. THE MACHINE IS ASS AND THE CUSTOMER SERVICE IS EVEN WORSE!!! BUYER BEWARE!
Reviewer
0 helpful votes
I am very disappointed with my Tonal ownership experience and the support options provided. My Tonal trainer developed an issue that Tonal said requires “advanced servicing” and cannot be fixed during a regular service visit. Instead of repairing the unit, Tonal’s proposed solution is to replace it with a refurbished trainer for $795. The refurbished replacement only comes with a 45-day warranty, which feels very short for such an expensive fitness system and replacement cost. I understand equipment can fail, but for a premium product with an ongoing monthly membership, I expected better long-term support and a more reasonable repair/replacement policy. Being asked to pay hundreds of dollars for a refurbished unit with only 45 days of warranty does not give me much confidence. Tonal also offered an upgrade to Tonal 2 for $3,795 with a 4-year warranty, but that feels more like being pushed toward buying another expensive machine instead of receiving fair support for the current one. The workouts and system concept are good when the machine works, but the repair/replacement cost, short warranty on the refurbished unit, and limited support options make me hesitant to recommend Tonal to others.
Reviewer
0 helpful votes
I am very disappointed with my Tonal ownership experience and the support options provided. My Tonal trainer developed an issue that Tonal said requires “advanced servicing” and cannot be fixed during a regular service visit. Instead of repairing the unit, Tonal’s proposed solution is to replace it with a refurbished trainer for $795. The refurbished replacement only comes with a 45-day warranty, which feels very short for such an expensive fitness system and replacement cost. I understand equipment can fail, but for a premium product with an ongoing monthly membership, I expected better long-term support and a more reasonable repair/replacement policy. Being asked to pay hundreds of dollars for a refurbished unit with only 45 days of warranty does not give me much confidence. Tonal also offered an upgrade to Tonal 2 for $3,795 with a 4-year warranty, but that feels more like being pushed toward buying another expensive machine instead of receiving fair support for the current one. The workouts and system concept are good when the machine works, but the repair/replacement cost, short warranty on the refurbished unit, and limited support options make me hesitant to recommend Tonal to others.
Reviewer
0 helpful votes
Update: After I left this review I got re-scheduled and for an immediate installation. Guys were great that came out and did the install. Tonal seems to be working as expected. The product is good, just confirm when the unit can actually be installed before going forward with the purchase. Tonal seems great on the surface, wish I could verify. I ordered the Tonal mid-May with an estimated delivery date of June 8th. I was already hesitant about ho long it would take to get installed. Yesterday I was informed after signing up for the Affirm loan that the earliest they could install is July 1st. Insane amount of wait time, I probably would have gone with another in-home gym solution if I knew the wait time as they are all good at this point. What makes this the most frustrating is they said the Tonal is in the delivery area as of 5/26/2026, but they cannot get a installation person scheduled until 7/1/2026. Which tells me they need to massively increase their installer headcount.
Reviewer
0 helpful votes
Update: After I left this review I got re-scheduled and for an immediate installation. Guys were great that came out and did the install. Tonal seems to be working as expected. The product is good, just confirm when the unit can actually be installed before going forward with the purchase. Tonal seems great on the surface, wish I could verify. I ordered the Tonal mid-May with an estimated delivery date of June 8th. I was already hesitant about ho long it would take to get installed. Yesterday I was informed after signing up for the Affirm loan that the earliest they could install is July 1st. Insane amount of wait time, I probably would have gone with another in-home gym solution if I knew the wait time as they are all good at this point. What makes this the most frustrating is they said the Tonal is in the delivery area as of 5/26/2026, but they cannot get a installation person scheduled until 7/1/2026. Which tells me they need to massively increase their installer headcount.
Reviewer
0 helpful votes
I was excited to buy a Tonal and pulled the trigger on March 6th, 2026, and it was delivered and installed on April 14th, but it was broken, and the delivery/installation guy told us that when he completed the installation. I immediately called and emailed Tonal, and they replied within a timely manner that they would replace the unit. It has now been over 3 weeks, with many emails and calls, with nothing but template emails and generic customer service help in return, with absolutely zero answers. The best that they could do is to escalate it (after 3 weeks of me calling and asking for answers) and have someone reach out to me within 2 business days. When a company sells a machine for $5,000+, the least they should do is to be proactive with some reasonable amount of urgency to resolve the problem when it does not even function. I'm tired of the generic answers and the lack of any answers altogether to the point where I've asked for a full refund, to which they responded that they will arrange for pickup from their 3rd party installation "team" and then process a refund in the future after they've received it and processed it. I don't trust this company anymore because they broke that trust in not handling my order appropriately. Here's how a decent company should take care of a customer paying $5K for this machine... take responsibility and be proactive to get the unit replaced as soon as possible with clear communication, and unfortunately, this company is not that. I'm sure that those who receive a working machine are happy, but if the machine isn't working properly or working at all, good luck!
Reviewer
0 helpful votes
I was excited to buy a Tonal and pulled the trigger on March 6th, 2026, and it was delivered and installed on April 14th, but it was broken, and the delivery/installation guy told us that when he completed the installation. I immediately called and emailed Tonal, and they replied within a timely manner that they would replace the unit. It has now been over 3 weeks, with many emails and calls, with nothing but template emails and generic customer service help in return, with absolutely zero answers. The best that they could do is to escalate it (after 3 weeks of me calling and asking for answers) and have someone reach out to me within 2 business days. When a company sells a machine for $5,000+, the least they should do is to be proactive with some reasonable amount of urgency to resolve the problem when it does not even function. I'm tired of the generic answers and the lack of any answers altogether to the point where I've asked for a full refund, to which they responded that they will arrange for pickup from their 3rd party installation "team" and then process a refund in the future after they've received it and processed it. I don't trust this company anymore because they broke that trust in not handling my order appropriately. Here's how a decent company should take care of a customer paying $5K for this machine... take responsibility and be proactive to get the unit replaced as soon as possible with clear communication, and unfortunately, this company is not that. I'm sure that those who receive a working machine are happy, but if the machine isn't working properly or working at all, good luck!
Reviewer
0 helpful votes
Tonal is a game changer! Highly recommend purchasing a Tonal! I love I can workout anytime and I have a personal trainer right in my house!
Reviewer
0 helpful votes
Tonal is a game changer! Highly recommend purchasing a Tonal! I love I can workout anytime and I have a personal trainer right in my house!
Reviewer
0 helpful votes
It’s expensive but you get what you pay for. It’s the best home gym I’ve ever had. Nothing comes close. There is so much Tonal has to offer. I highly recommend getting one if it’s in your budget. You won’t regret paying for it. I bought my on payments with no interest.
Reviewer
0 helpful votes
It’s expensive but you get what you pay for. It’s the best home gym I’ve ever had. Nothing comes close. There is so much Tonal has to offer. I highly recommend getting one if it’s in your budget. You won’t regret paying for it. I bought my on payments with no interest.
Reviewer
0 helpful votes
The machine itself is awesome so far. The install was also good. The issues happened after with the customer service team which seems to be based in Brazil with people who struggle to understand English over the phone. My order was missing 3 items that totaled $245 when delivered. The delivery team told me they didn’t know and to call customer service. I did so and they told me that the rope was delivered and basically they didn’t believe me that it wasn’t and there’s nothing they could do for me. Luckily the delivery team texted me for a 5 star review and I was able to track down that they have the rope but they’ve yet to return it despite a few commitments on dates. The other two items (the shelf and T-hooks) were confirmed to be still coming by customer service but it’s been 6 six and it’s still in processing with no update. Every time I call they just say, it’s in the notes I’ll add another note. I’ve asked for managers etc, they say they don’t have one. I’ve now just asked for a refund for all 3 items and they’ve refused said I’d have to cancel my entire order and pay to get the Tonal removed otherwise I just need to wait for my items to come when they can. I’ve asked for a reason for the delay and they said they don’t know, it’s not out of stock it’s just slow to move. I’m sure it will eventually come but when you pay $5k for an item you’d hope to get a better customer service experience. I’m now terrible if anything happens to the machine there’s nothing they will do for us. Again we love the machine but they need to improve their back end operations or give their agents more insight into what’s going on.
Reviewer
0 helpful votes
Three years with Tonal and I’ll say this: the machine itself? Awesome. Smart, smooth, and honestly one of the best workouts you can get at home. But the customer service? That’s where things go off the rails. Getting help feels like trying to win a game show. Tech support is available for what feels like two hours a week, and instead of talking to a human, you’re submitting videos and pictures like you’re auditioning for a reality show. Then your case gets sent off to a mysterious “review team” for a few more days… once approved, you wait again… and then maybe just maybe a technician calls you weeks later to schedule. End result? Nearly two months without a working gym, but still making payments on what is now a very expensive piece of wall art. Meanwhile, my experience with Peloton has been night and day. If something breaks, they troubleshoot fast and if they can’t fix it, parts or a technician show up almost immediately. Tonal: incredible product, frustrating support. If they matched their customer service to their technology, they’d be unstoppable. FYI to be transparent I have extended warranties through all my equipment peloton, Nordic track and the service is great replies I get with them meaning I call I talk with someone that’s day helping troubleshoot you know like a real technician . And tonal told me there techs don’t work full days and even if I had a simple issue I still have to wait. They give really good exercise at excuse continued to have excuses about why. Be better do better tonal
Reviewer
0 helpful votes
Three years with Tonal and I’ll say this: the machine itself? Awesome. Smart, smooth, and honestly one of the best workouts you can get at home. But the customer service? That’s where things go off the rails. Getting help feels like trying to win a game show. Tech support is available for what feels like two hours a week, and instead of talking to a human, you’re submitting videos and pictures like you’re auditioning for a reality show. Then your case gets sent off to a mysterious “review team” for a few more days… once approved, you wait again… and then maybe just maybe a technician calls you weeks later to schedule. End result? Nearly two months without a working gym, but still making payments on what is now a very expensive piece of wall art. Meanwhile, my experience with Peloton has been night and day. If something breaks, they troubleshoot fast and if they can’t fix it, parts or a technician show up almost immediately. Tonal: incredible product, frustrating support. If they matched their customer service to their technology, they’d be unstoppable. FYI to be transparent I have extended warranties through all my equipment peloton, Nordic track and the service is great replies I get with them meaning I call I talk with someone that’s day helping troubleshoot you know like a real technician . And tonal told me there techs don’t work full days and even if I had a simple issue I still have to wait. They give really good exercise at excuse continued to have excuses about why. Be better do better tonal
Reviewer
0 helpful votes
The machine itself is awesome so far. The install was also good. The issues happened after with the customer service team which seems to be based in Brazil with people who struggle to understand English over the phone. My order was missing 3 items that totaled $245 when delivered. The delivery team told me they didn’t know and to call customer service. I did so and they told me that the rope was delivered and basically they didn’t believe me that it wasn’t and there’s nothing they could do for me. Luckily the delivery team texted me for a 5 star review and I was able to track down that they have the rope but they’ve yet to return it despite a few commitments on dates. The other two items (the shelf and T-hooks) were confirmed to be still coming by customer service but it’s been 6 six and it’s still in processing with no update. Every time I call they just say, it’s in the notes I’ll add another note. I’ve asked for managers etc, they say they don’t have one. I’ve now just asked for a refund for all 3 items and they’ve refused said I’d have to cancel my entire order and pay to get the Tonal removed otherwise I just need to wait for my items to come when they can. I’ve asked for a reason for the delay and they said they don’t know, it’s not out of stock it’s just slow to move. I’m sure it will eventually come but when you pay $5k for an item you’d hope to get a better customer service experience. I’m now terrible if anything happens to the machine there’s nothing they will do for us. Again we love the machine but they need to improve their back end operations or give their agents more insight into what’s going on.
Page 1 of 6