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Customer Review Ratings
Average of 45 Customer Reviews
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Review fromANN J
Date: 05/19/2025
2 starsI am annoyed and disappointed in the constant malfunction of Tonal equipment. The equipment's warranty has expired. I consider myself experienced with the equipment and use it as indicated and carefully. Despite this, the equipment breaks down same issues yearly. This is very frustrating, considering the price tag I paid of $4000 with a monthly membership, totally over $2800 thus far. The equipment was marketed as durable, innovative, and a high-end experience. On the contrary, it requires repair for are movement issues every single year. The resolution is for me to pay $400 with a 20 percent discount does not feel right. I have spent over $6000 in less than four years. I would appreciate it if the repair could be completed without further cost.Tonal
Date: 05/21/2025
Hi there,We're truly sorry to hear that your recent experience with Tonal ************* did not meet your expectations. Tonal has many advanced components that may require maintenance over time. Once the warranty period has ended, the responsibility for the cost of repairs or replacements does fall to the owner. That said, we want to ensure you feel supported. A member of our ************* team will be reaching out to you shortly to offer further assistance.Thank you for your patience, and we appreciate your continued support.Review fromLyle C
Date: 04/20/2025
1 starWe went forward to purchase Tonal at the recommendation and experience of our downstairs neighbors. We had our contractor build out an exterior wall which is made of brick based on the same specifications our neighbors use in the apartment downstairs. Upon completing that build out for more than $2,000, Tonal began to then ask questions about the build out. After more than a dozen email exchanges, and despite the fact we used the same specifications, Tonal refused to install it, suggesting I can install it at my own risk (and cost). THEY NEVER CAME TO LOOK AT THE SITE! They refused to install based on on pictures, and insisted we needed to install beams above and below the area drilled into the ceiling and floor which in a NYC Coop is NOT POSSIBLE. You cannot drill into a concrete slab in a NYC highrise, it damages the structural integrity of the building. This would be less upsetting had I not invested the 2 weeks and over $2k to have the contractor build out studs to TONAL's specifications which were THE SAME SPECS our friends used. In fact our contractor to be extra safe installed 2x6 beams not 2x4 as our neightbords did, with even more attachment points to the outer concrete wall. TONAL should be liable for this, but unfortunately suing them for it would be cost prohibitive. I only hope people read this and choose NOT to buy a TONAL system.Tonal
Date: 04/23/2025
We understand your frustration. While we do outline our stud build-out specifications clearly, we acknowledge your frustration in your space not being approved. Given the circumstances, we are canceling your order and processing a full refund per your request. Your feedback is being taken seriously as we work to improve both our communication and support processes moving forward.Review fromMatt C
Date: 02/21/2025
1 starThe Tonal machine is great when you get it. The workouts are highly effective and easy to learn.Having said that, the machine is very temperamental and constantly needs repaired. I've had Tonal out 4 times in the last 6 months and yet the same issues occur. Maybe you will get lucky and get a consistent product. I have not been lucky. Tonal sucks!Tonal
Date: 02/24/2025
Hi there. Thank you for your review. We understand your frustration with the issues you're experiencing. Based on our records, your last repair was in 2023. Tonal does have a lot of moving parts and regular use can sometimes lead to wear and tear. It's worth noting that repairs over time are not uncommon, especially with a product that's been in use for a few years.Review fromCesar R
Date: 06/21/2024
1 starI ordered tonal and financed through affirm. ***** was the delivery and installation partner. A week before my order was to be delivered, I emailed and called both tonal and ***** to inform them that the scheduled date was good but their window was unfair 8am to 8pm. I requested a 3pm and onward slot because I work and live alone and cannot have someone there. ***** would not accommodate my request. Subsequently I think tonal should be held accountable for the partners they use to deliver their productTonal
Date: 06/25/2024
Thank you for bringing this to our attention and for your time!We're sorry that you have not had a great experience so far, but we're determined to turn this around for you.Due to mapping their routes, our service partners usually provide a 2/3 hour time window 24 hours before the scheduled installation date. As we discussed on the phone, we will be working very closely with our partner to provide a more suitable time slot for you.Please reach out to your POC if you have any other questions or concerns #BeYourStrongestReview fromCameron M
Date: 02/12/2024
1 starThe machine has broken four times in 2 years they want 400 dollars to fix. Avoid this company at all costs.Tonal
Date: 02/15/2024
Hi There! We are sorry to hear you are having some concerns with your Tonal. Much like your vehicle, Tonal has moving parts that *** require service over its lifetime. We see that although your warranty period had lapsed, you decided to move forward with a repair. We hope to get you back on your strength journey as soon a possible!Review fromLaura M
Date: 02/07/2024
3 starsI enjoyed the workout videos I think the cost is crazy but my fianc pays for it, I would never. Havent really had any problems with machine after using it often for a few months now. Except today when it wouldnt allow me to use anything ** apparently the money wasnt in my account this morning. I called to tell them it was in there and they said they cant re-process it. I tried to re-activate on the machine and it said to contact customer service. They werent helpful. There was ZERO notice that the membership would be cancelled due to lack of funds, no warning, no grace ******* They shut it right down. Lost a workout day and have spent a couple hours trying to get it situatedbut cant get help. Terrible business practices.Tonal
Date: 02/08/2024
Hi there! Thank you so much for reaching out and please accept our apologies for the break in your daily work out streak. We would like to clarify that your membership was not cancelled, but paused as there were insufficient funds to process your monthly membership fee. Upon viewing our records, payment was attempted the following day and you were back to completing your workouts! You can reach out to our ************* team who will be happy to discuss billing dates so there are no future interruptions to your service.Review fromCheri L
Date: 01/10/2024
5 starsIve had my Tonal since July 2022. Have had 2 issues with it and Tonal has been wonderful at addressing them. People talk and talk about bad customer service but I have had wonderful customer service from them!Tonal
Date: 01/10/2024
Thank you so much for the kind words and the feedback. We're always striving to help everyone, including ourselves, be their strongest. We look forward to seeing your leader board results and don't ever hesitate to reach out and let us know how you're doing!Review fromJonathan M
Date: 12/21/2023
1 starAs a company Tonal seems to care more about getting your money, then having happy customers. If you look below, there is a consistent theme among the complaints. This is a relatively new company and yet the refuse to fix the problems, and take care of their customers. Specially considering they also charge a $60/month subscription just for the pleasure of using your $4500 worth of equipment you just paid for. With all this money coming in, you'd think they would hire more staff to take better care of these issues, in a timely manner. Not ***** hrs to reply to a problem or weeks to resolve it if ever. I want Tonal to succeed, because overal the machine is great. But this lack of customer support is horrible.Tonal
Date: 12/22/2023
Hi There, we always appreciate feedback on experiences with Tonal as we work to improve overall. Upon checking, we don't see any member accounts related to the details shared. We'd be more than happy to better address any concerns if there are alternative contact details. Best of luck on your Strength Journey!Review fromRichard P
Date: 09/28/2023
1 starTonal Corporate should be ashamed at the Customer Support they offer. One would expect that after paying ~$4,000 for the Tonal Equipment and $60/mo to use it; they would offer excellent support. Their $60/mo fee is one-size fits all. Why should I pay $60/mo when all I want (need) are the features offered with Digital Weights (i.e. Eccentric Mode, Spotter). If you refuse to pay the monthly fee, they turn your system features off. Tonal's monthly pricing is one size fits all. They could easily set up a tiered pricing system based upon the features you plan to use. Why should you pay for Tonal's web based leaded-led overhead costs when you do not access any leader-led courses?Tonal **************** is the worst I have ever experienced with ANY tech product I have owned. It boils down to treating others as you would like to be treated, a concept very foreign to Tonal Corporate. The Service Reps in *************** are friendly and try their best, but cannot address any issues outside of the script they read from. They put you on hold for long periods to find answers; to no avail. Tonal has captured your soul with the purchase. The monthly fee is required for functionality. If you decide to stop paying the monthly fee (after the 1st year), your Tonal Arms will become a convenient place to hang your clothes. Suggestion: Install your Tonal System near the Laundry Room.I cannot recommend Tonal based upon their horrendous Customer Support. The ********************** Marketing Hype far exceeds Tonal's non-functional support practices. Since Tonal does not invest in Customer Support; I recommend investing in fitness equipment provided by a company who cares about your experience (equipment & support). High Tech with High Touch is a winning formula. High Tech with No Touch (poor support) is a formula for failure. BTW: On Trust Pilot, Tonal receives more 1 ratings (lowest) than any other rating.Tonal
Date: 09/29/2023
Hi There,We sincerely appreciate you taking the time to share your feedback regarding your recent experience with our services. Your input is invaluable to us, and we are committed to addressing your concerns and improving our offerings.First and foremost, we want to extend our deepest apologies for any inconvenience you may have experienced and for falling short of the level of service we aim to provide. We understand how important it is to deliver on our promises, and we regret that you did not receive the quality of service you expected.At Tonal, we take great pride in our membership benefits, which are designed to offer our valued customers an unparalleled fitness experience. To ensure transparency and clarity, we have outlined the features and advantages of our membership on our website, which you can review on Tonal.com/membership. We are committed to providing you with the information you need to make informed decisions about our services, both at the point of purchase and throughout your membership.Your feedback is invaluable to us, and we are always looking for ways to innovate and enhance our offerings based on the input of our valued members. Your insights help us identify areas for improvement, and we are actively working to address any issues you may have encountered.To ensure that your concerns are addressed in a timely and effective manner, a member of our dedicated Tonal ************* team will be reaching out to you shortly. They will work closely with you to understand your specific situation and explore potential solutions to ensure your satisfaction.Once again, we want to express our gratitude for your feedback. Please know that we take your comments seriously and are committed to improving your experience with Tonal. We look forward to the opportunity to regain your trust and provide you with the exceptional service you deserve.If you have any additional questions or concerns in the meantime, please do not hesitate to reach out to our ************* team at ************************************* you for choosing Tonal, and we appreciate your ongoing support.Review fromJoe M
Date: 09/22/2023
1 starNot worth the price. Hard to cancel, left me on hold multiple times to just cancel. Trainers are good but the membership itself is too expensive. No way for you to have a lower version without trainers to just do your own thing. Don't buy it.Tonal
Date: 09/25/2023
Hi there - thank you for bringing this to our attention. We want to extend our sincerest apologies for the inconvenience you experienced while trying to cancel your Tonal membership. Your feedback is important to us, and we deeply regret any frustration or inconvenience this may have caused.We understand that our membership can be on the higher end in terms of pricing. However, we'd like to highlight some of the added features and benefits that come with being a part of our Tonal community. These include access to a wide range of expert trainers, personalized workout plans, live classes, and a supportive online community. We believe these features are designed to help our members achieve their fitness goals effectively and efficiently.We also want you to know that we are continuously working on improving our services. Your feedback is invaluable in this process, and we appreciate your input.Thank you for choosing Tonal, and we hope to have the opportunity to serve you better in the future.
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