Johnson

I can safely say that Johnson Fitness has not gotten any better with their customer service over the years from reading the reviews. Going on 9 months with a faulty treadmill awaiting collection. I have made contact with Johnson Fitness dozens of times over the 9 months, both email and phone calls, to get this issue sorted. They sent me a… Read more

replacement, which I haven’t been able to unbox due to housing the faulty item. Lots of excuses - ‘my Manager will call you back before end of business today’ and ‘I understand your frustration, I am waiting for confirmation of a collection date’ I have reported them to Victoria Consumer Affairs with absolutely no change. I will be filing a complaint with the ACCCC next. DO NOT BUY FROM THIS COMPANY!

My friend purchased a new Horizon Paragon X Treadmill from Johnsons in January. Arrived with a damaged console display. They supplied a replacement fairly quickly, but we are 100% convinced it is a refurbished one despite their insistence that it isn't. E.g. Arrived bubble wrapped instead of in its original packaging; had electronics device stand… Read more

already attached; & there were scuff marks where the back had been prised off. They regularly sell refurbished and display stock at a discounted price and with limited warranties. They admit they knew about a bad batch of consoles but still supplied damaged consoles to at least two of us. Now they say they have checked the spare parts - hence the different packaging. Nothing makes sense & we're super unhappy to have paid for new and received a "used" part. Still haven't arranged collection of the damaged part either. Trying to be nice and reasonable doesn't seem to have any effect on this company. They really need to be looked at by the ACCC for their unconscionable behaviour to so many of their customers. They seem to forget that they need to abide by consumer law and their reputation is getting worse by the day because of their bad customer service and dodgy practises.

Well well well. Why am I not surprised. 1.5 stars. Communication and customer service is extremely poor with this company.

Stay away. do not buy from this company. My item is delayed, and still waiting. No accountability "delivery is out of our control"

Extremely disappointed with the service and communication. I booked a technician back in April 2025 for two out-of-service ellipticals at my gym. I paid $343.20 for the assessment, and was told I would receive the parts list, repair quote, and next steps once the technician completed the inspection. It’s now November and I still have no… Read more

follow-up, no parts list, no quote, and no date for repairs. I have had to repeatedly chase the company for updates, re-send serial numbers, and re-explain the situation every time, which shows there is no internal tracking or continuity.

To this day, both machines remain unusable and the company has not provided any actionable information beyond acknowledging the initial visit. As a commercial business, this level of service is simply not acceptable.

I’m sharing this review so other gym owners and commercial operators are aware of the delays and lack of follow-through.

Do not buy from this company – By far the worst customer service of any company I have ever dealt with. Purchased a treadmill 2 years ago. I had an issue with the belt skipping, took months for someone to come out and fix it despite having to pay a service call fee upfront. The treadmill broke again due to 'wear and tear' so not covered by warranty. So far it has been out of… Read more

action for over 3 months. Customer service agents are happy to take money but you never see a technician.

Had an issue with the product, they went above and beyond to fix it for me – I bought a Matrix Lifestyle Upright Bike brand new from them. When I opened it to assemble, there was a defect in the manufacturing. I raised this to the customer service, and whilst it took a few weeks to get sorted, they took my concerns seriously and escalated it to the head of their customer experience department. The guy called me, thanked me… Read more

for raising the issue, and went above and beyond in replacing it. More importantly, he wanted to understand the issue to make sure it wouldn't happen again, not just with respect to the bike, but how the experience was raising the issue through their support channels, which says a lot! Bottom line is I've ended up a very happy customer, and impressed by the growth-mindset of the management and how they appear to be genuinely trying to build a good customer experience. Mistakes happen, its how people react in these situations that matters, which is why I give them a 5 star. That and the bike is fantastic! Thanks Luke and team.

Customer service non exist – 5 days still waiting asked for return label and refund as console arrived not working and crack in screen, which is how it would have left store as well packed Show details

Hard to believe after negative reviews they still haven't got their act together – Ordered a treadmill on-line and paid with PayPal. I didn't receive any acknowledgement of purchase so I attempted to contact them on their customer service number. After a number of attempts over 2 day period listening to how Customer Service would get to me shortly (30 minutes each time) could not speak to anyone. Sent 2 emails. The treadmill… Read more

arrived at my home after about 5 day wait which was great except for the fact I didn't know it was coming, lucky I was home. To be fair, I did find the receipt for purchase in my spam folder however the fact that I couldn't speak to anyone at their customer service is a worry if ever anything goes wrong. I still haven't received any acknowledgement from my emails. It may be that Customer Service closes over the Christmas holiday period but then I shouldn't have to guess as to why my calls aren't answered.

The on-line site is good and easy to navigate and purchase is easy but seriously need to look at Customer Service.

Don't buy Johnson Healthcare. They don't stand by their products – We bought a Matrix Fitness reclining bike for over $3100. This was supposed to be an industrial bike. I am the only person using it - 66 year old woman. So not industrial use. The pedals started to play up within 18 months. Unfortunately we left the country due to babysitting needs for our granddaughters so didn't lodge an enquiry until the bike… Read more

was over 24 months old. Well that has got us nowhere. I am so disappointed with my purchase. I wouldn't touch a Matrix/Johnson Healthcare product with a barge pole. People beware. We have been in contact with Johnson Healthcare. They talk and then you hear nothing. Don't buy anything from them.

Terrible service – I bought exercise bicycle back on Dec 2022. They delivered bicycle during January with missing bar to fit the seat. Escalated multiple times but no response. They finally came back to me ( after I raised case to consumer affairs) asking to return the items to them. Their pick up team came to my place and took the bicycle but I haven’t received the… Read more

refund back yet . Waited for the five months to get response and more than one month now waiting for the refund after I returned materials. Really terrible experience. I doubt the authenticity of this company. Do not trust this company . Totally crap

Treadmill issues – I bought a treadmill from this company. It broke 2 months later. I have been waiting 12 weeks for them to fix it. Very disappointing customer service and product quality. Show details

Terrible Service – Lodged a claim for a broken Horizon air bike @ 11 months old. Appalling response time, if any, multiple emails & phone messages, no response other than parts are on order, what parts? No tech even came out to assess! Every excuse for not responding, computers are down etc. The retailer has also tried on our behalf but same lack of response. Not… Read more

bagging the Horizon brand but due to the poor response & attitude of JHT would not buy any brand they service again. It’s now been over a month & no indication it will ever be repaired.

Horizon Evolve3.0 Treadmill by JHTA Johnsons fitness – Very bad product and worst service. I bought the HORIZON EVOLVE 3.0 treadmill in Nov2022, it broke within a fortnight. Technician visited end of Jan 2023 and now it is END of March 2023 but I am waiting for a part that is not available with them. I sent them many emails, spoke with them3 times but I dont get anything other than cold shoulder. It… Read more

seems they dont care. Its a big company but they dont know how to fix a treadmill which is their own product.

Shoddy equipment and dismal service – It was easy to buy from them. Unfortunately I was told the indoor bike I bought, a Horizon 7.0ic had watts power reading, which it doesn't. The unit is very poor build quality, light and unstable. The handlebar head stem moves about, its insecure and wobbles. The machine broke down after 3 months of very little use. I have emailed them three… Read more

times, phoned and submitted a service request without any response. I have had to buy another bike as I run a personal 1 on 1 training studio. Do not buy from this company. David Laidlaw

Customer service is basically just a live chat telling you everything you want to hear – I want to start by stating that the live chat assistant, Jess (going by the chat title, but I'm not sure if it was the same person who assisted me throughout or whether Jess is just a generic name they use as she came up every time) was courteous and friendly at all times and responded to my requests within reasonable times, so my issue is not… Read more

with her or her service personally, as such. But her responding to my queries was basically where any kind of "service" ended.

I placed an order for a Horizon T202 Treadmill on a Tuesday afternoon. I also did this after explicitly checking in via live chat that this item was in fact in stock and that there wouldn't be any delays in shipment due to covid etc. It was confirmed that the item was indeed in stock and ready to be sent as soon as the order was received.

After placing the order, I received an email stating that, if in stock, the item would take "up to 2 working days for the item to be dispatched." Their website also states that shipment occurs within 2 working days, provided items are in stock.

I again explicitly checked in via live chat on the Thursday, i.e. mid-way through working day 2, just to make sure that everything was still in order. I was then told that my order would ship "within 48 hours" and they should be able to provide a connote to my email by the following morning. Note: the following morning.

Fast-forward to the following Monday morning and I was still no connote richer, after which I again checked in via live chat to find out what was going on. I was told "I've followed up on the order and there has been an admin error on our end. Your order will be shipped out by tomorrow morning..." Again note the tomorrow morning, as well as there now suddenly being an "admin error," even though I explicitly checked in the week before.

I immediately followed this up with a request to expedite this process in any way or form and clearly noted my frustration at it now being nearly 7 days later with still no shipping notice whatsoever. I was assured that "The item has been marked as urgent."

The following day, the Tuesday a full week after placing my order, I checked for the promised connote I should have had "by morning" and nothing. Again following up via live chat I was informed that "our team is processing this order, our courier pick up times are 10:30am and 2pm. we will have a connote emailed to you by close of business today..."

I would have thought the team had already processed this on the Monday? Also, while 10h30am is technically still morning, pickup of 10h30am and 2pm is not the same thing as having a connote in my possession by "tomorrow morning." Also, now suddenly it was by close of business.

To add insult to injury, once we finally got our connote with their message saying the item had been "shipped," we only actually received the treadmill the FOLLOWING Wednesday. So that's a full 2 weeks after placing my initial order. This was again after following up numerous times via live chat (their e-mail is basically useless) and them constantly assuring me that the item had been picked up.

It even went as far as me contacting the courier and the courier going on a wild goose chase to find the treadmill (I mean, how does one lose a treadmill?) only to finally find out it had only arrived in their possession on the Friday evening, i.e. three days after it had supposedly "shipped," according to Johnson.

So after all the assurances, all the promises, basically most of the information I had been given was false. After all this was finally sorted and the item ACTUALLY on its way, I again followed up with Jess via live chat as to why I had been fed false information and her response was basically, I can only relate what the team tells me. Now, I guess that's fair enough, but really that is just passing the buck. Somewhere, someone is lying to someone and quite obviously their admin leaves a lot to be desired, and the end result is a customer like me gets pretty darn frustrated.

I realise I may not be some corporate customer and they don't see my time as quite as high a priority, but at just under $2000 this is not a cheap item. We specifically opted not to go through a local distributor and try and support their business as close to the source as we possibly could during these times, but boy are we regretting that.

They also offered free shipping, which I admit also swayed my decision, but apparently "free shipping" translates to "you'll get it when we feel like sending it." Had I known this I would have most definitely gone through a local distributor.

To cap it all off, I have lodged an official complaint with them and I have YET to hear back from them, 3 months down the line.

After this experience I will never use them directly as a supplier again and I would be extremely loath to even purchase any of their products in future. I'm not trying to be melodramatic, but would like you to understand the depth of the sour taste that this has left in my mouth.

Bottom line: If you're not a corporate customer, don't waste your time dealing with them directly. Leave that headache to local suppliers.

I can only hope that this treadmill lasts forever and that I never have to attempt to get any kind of after sales service out of them.