horizonfitness.com Reviews
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3.8 / 5
Average user rating
4073
Total reviews
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horizonfitness.com Reviews
Read real experiences from customers of horizonfitness.com.
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Raymond Hall
February 4, 2026
Called Johnson/Horizon fitness about an…
Called Johnson/Horizon fitness about an issue with my treadmill. Was referred to their warranty department. Their technician emailed me after a couple of weeks. This is the only way they evaluate your problem -via email. Couldn't ask a question or clarify. Worst ever. The technician was not clear, couldn't set up a phone time to troubleshoot (they don't do that) and it was utter confusion. He finally conclued I needed a mother board at $250. The treadmill is working but just stops abruptly occassionally, almost like the red emergency stop is pulled. Terrible. Don't buy this product. No service after the sale and after the conclusion the tech just disappeared. I've owned many tmills over the years and this is the worst customer service I've ever had.
customer
January 16, 2026
White Glove Delivery in Name Only – Poor Support and No Resolution
I decided to purchase a Horizon treadmill after reading multiple reviews and recommendations that suggested it was a good option for personal home use at a reasonable price. Based on many articles stating that treadmills are difficult to assemble, I selected the “White Glove” delivery service to ensure proper setup.Three weeks after placing my order, the third-party delivery service finally contacted me to confirm a date and time. I responded promptly and asked if they could come the following day. However, they arrived on the originally scheduled date and did not call ahead as promised.The two individuals who delivered and assembled the treadmill told me upfront that they were not experts and that they mostly handled drop-offs. They assembled the machine, cleaned up, and attempted to leave without testing it. When I asked them to wait while I turned it on, they said they had to go and instructed me to contact support if there were any issues.Within seconds of stepping on the treadmill, the belt shifted sharply to the left and began to flip over. I had to jump off immediately to avoid injury. I contacted customer support right away and was told I would receive an email from the support team within a couple of days.A full week passed without an email or a phone call. When I contacted support again, I was told there was a large backlog and that it could take several more weeks to hear from anyone. I was also told they were unsure what could be done because there were no repair technicians in my area. To make matters worse, I was informed that if I chose to return the treadmill, $420 would be deducted for missing packaging materials, and I would be responsible for boxing and shipping the machine myself.It has now been two weeks since that call, and I still have not received a single email or follow-up phone call, despite verifying my contact information multiple times.On 01/15/26, I received notice that they had ordered the part and to call them when it arrives at our home. I called on 01/22/26 to let them know the part had arrived. On 01/29/26, the repair people called back to say they have me down for a repair, but have no idea when it will take place because they have to coordinate with the technician. I assume I will have to wait another couple of weeks before a repair date is set.The treadmill may be reasonably priced, but the White Glove service was ineffective, the delivery team lacked proper training, and the customer support process has been slow, unclear, and unhelpful. This experience has left me with a defective product, waiting for repair, and no meaningful customer support.
Tabitha Long
January 2, 2026
Don’t bother.
Can’t review the product because I can’t get it delivered. I’ve been trying to get this treadmill delivered since November (it’s January). I’ve taken off work two separate days when they’ve scheduled me, and the first day they told me they didn’t have the staffing to deliver it, unless someone could help and they wouldn’t refund the white glove delivery. So we rescheduled to the next week because I can’t lift that much and paid a lot for the white glove. Next delivery date: no calls. Nothing. I called them 6x with no answer. Fast forward I’ve been calling their customer service and keep getting the runaround. Telling me only the fulfillment department can help me, but they won’t transfer me or give me a number. Cant speak to anyone except reps that say there’s nothing they can do. Can’t even get a refund until they call me but they haven’t after calling customer service twice this week and them telling me they would. Calling the shipping company (third party) is also fruitless because the delivery drivers lied and said I could not get them onto the base (AFTER I TOOK OFF WORK AND WAITED ALL DAY AT HOME) So now at a standstill, almost 2K later and two months later and all I have is frustration.
Michael PA AZ
December 24, 2025
7.0 AT Treadmill with missing handle
Ordered my wife a 7.0AT treadmill directly from the Horizon website for my her birthday.After paying for the white glove delivery and set up, the technician discovered that two left handed handles were included with the treadmill, and no right handed handle which makes it impossible to adjust the speed of the treadmill.A ticket was immediately submitted to their customer service email however after 24 hours there is still no response and my wife is left to stare at what was supposed to be her birthday gift.Hopefully they respond in a timely manner and ship the new handle so I don’t have to resort to complaints with the BBB, Attorney General and legal counsel like so many other Horizon customers who have suffered from broken or damaged equipment on delivery.
Jerome and Nicole Miller
December 18, 2025
Do not buy from Horizon
Do not buy from Horizon. We own a Horizon 7.0 AT. Since May 2025, this machine has broken down three times and has been out of commission for 3+ months of the 7 months I’ve owned it. Despite being used less than 30 times, it continues to fail.When you call for warranty support, be prepared for excuses: they told me the issues were my fault because I didn’t have a dedicated circuit installed by an electrician. Save your money and buy from a company that stands behind their build quality instead of making excuses for it.
Jerome Miller II
December 18, 2025
Don't buy from Horizon
I purchased a Horizon 7.0 AT Treadmill in May 2025, and it has been a massive disappointment. In less than seven months of ownership, the machine has required three major repairs and has been unusable for over three months total.What is most frustrating is that this treadmill has been "gently used"—less than 30 times since purchase. While it is covered under warranty, the reliability is unacceptable for a brand-new machine. Furthermore, the warranty team tried to blame the mechanical issues on my home’s electrical setup, claiming I need a "dedicated electrical socket" just for the treadmill. I live in a brand-new home with modern, professionally installed wiring. To suggest that a consumer must hire an electrician to install a separate outlet just to keep their treadmill running is an absurd excuse for a poorly made product.Think twice before choosing Horizon. The machine is unreliable, and the support team looks for any reason to shift the blame to the customer.
HUSSIEN KAADA
December 13, 2025
Very cool
Very cool, very nice.
Louis-Paul Prud'homme
December 1, 2025
Horrible experience
Horrible experience, just bought new 7.0 at, work like shit, impossible to have help from their team
Scout
November 30, 2025
Love our treadmill
Love our treadmill. Built sturdy. Run approximately five miles per day. It is quiet and does not require app membership, which is what we were looking for. Would definitely buy another Horizon treadmill.
J R
November 26, 2025
Extremely Disappointing Experience – Offensive Message Inside Packaging
I purchased a Horizon TREAD-XP treadmill (list price €2,999) and was shocked to discover a handwritten “F+++ y++” message inside the product packaging — written directly on the cardboard piece attached to the running deck.For a premium product in this price range, this is absolutely unacceptable and shows a complete failure in quality control and customer respect.In addition to the offensive message, several of the profiles arrived unclean and visibly dirty, as if the unit had not been properly prepared before packaging. On top of that, I experienced multiple software errors right from the start, which further reinforces the impression of poor manufacturing standards.When I contacted Johnson Health Tech North America, I was simply redirected instead of anyone taking responsibility for this serious incident. This gave me the clear impression that customer satisfaction and accountability are not priorities for this company.A global brand should take such cases seriously — unfortunately, my experience suggests the opposite.Based on this incident, the quality issues, and the inadequate response, I cannot recommend Johnson Health Tech.
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