Tonal (tonal.com) has a 4.3 out of 5 rating on OK.one, based on 73 user reviews collected here. It is listed under Sports and its reputation is good. 81% of reviews are 4 stars or higher and 10% are 1 star; The business has replied to 90% of negative reviews. Last updated 2026-08-10.
What people say
D
Dixa · 2 reviews · Experienced 2026-04-08 ·
★★★★★
Defective New Unit Offered Refurbished Only to Replace
Bought a new Tonal 2 in December and had it installed. Works great and is a good system, but did notice that the console was misaligned after using it. Finally got around to reporting the defect after a couple of months and customer service asked for pictures and videos. They emailed a resolution stating that they would replace the system with thr misaligned console but failed to mention that the replacement would only be with a refurbished piece. Considering it is a hefty price difference between a refurbished system and the brand new one I paid for, after using for only 2 months to be told jt would be replaced with a refurbished piece seems crazy to me. 5K down the tubes - great system, but do not buy new because they will not replace new if there is anything wrong with it from the start. I wish I had listened more to the reviews of people that had trouble with it before buying but was swayed by the positive reviews. Save your money and buy something else.
If it's just as good refurbished then why have and pay the difference in price - doesn't make sense to me, sorry.
Reply from Tonal2026-04-10
We’re sorry for any confusion in how the replacement was initially communicated. As outlined in our warranty and discussed during your case review, all warranty replacements are fulfilled with refurbished units. This is a standard practice and is detailed in our policy here:
https://tonal.com/pages/warranty?srsltid=AfmBOopysic1LiAFxxZl6oG-CFhLTNOGrMHvUQMmTQS9nuFrri2hL4Rc
To clarify, refurbished does not mean lower quality. These units are fully tested, restored to meet strict performance standards, and are verified to function like new. This allows us to resolve issues quickly and consistently without extended delays that would come with sourcing brand-new inventory for every replacement.
As stated in the warranty terms:
“If a defect covered by this Warranty occurs, Tonal will, at its sole discretion, repair or replace the defective Product or part with a new or re-manufactured part, or refund the original purchase price.”
We do recognize that the expectation may have been different, particularly so soon after installation, and we appreciate you taking the time to review and acknowledge the policy with us.
K
Kristian Taylor · 2 reviews · Experienced 2026-04-04 ·
★★★★★
Great equipment until it stopped…
Great equipment until it stopped working after a few years. I paid over 4k, for it to fail after a few years, is super disappointing. Almost 1k to get a replacement unit.
M
Melia Rizzo Henry · 1 review · Experienced 2026-03-13 ·
★★★★★
This has been one of the worst customer…
This has been one of the worst customer service experiences I’ve ever had, especially for a company charging premium prices.
I paid almost 5 thousand dollars for this machine and then paid tonal $320 to move it, trusting their “professional” installers so it wouldn’t void my warranty. Those same installers damaged my unit, and Tonal acknowledged it was their fault but is refusing to take responsibility for it.
Instead of fixing or replacing the machine they broke, they’re trying to charge me about $700 for a refurbished unit. Let that sink in, I’m being asked to pay more money to fix damage caused by their own team. That’s not just bad service, it’s unacceptable business practice.
To make things worse, no one informed me I needed to test the machine immediately or that there was a strict window to report issues. So when I discovered the damage later, they used that against me instead of standing behind their work.
And the communication? Awful, pretty sure they use AI to respond to my emails. I was told a senior advisor tried to call me, never got a phone call. When they asked what time worked for a follow up call I never heard anything back nor got a email returned. I’ve had to repeatedly chase them down just to get any kind of response.
At this point, it feels like they’re intentionally avoiding accountability and hoping I’ll just give up or pay out of pocket. For a company that positions itself as high-end, this level of service is honestly shocking.
Save yourself the headache and think twice before buying from Tonal. If something goes wrong, don’t expect them to stand behind their product or their service. You’re just going to waste thousands of dollars for garbage product and customer service. You’re better off exploring other brands or just buying a straight up cable machine. I’ve been dealing with this since 3/13 and have gotten nowhere with them.
Reply from Tonal2026-03-31
We’re sorry to hear how frustrated you are and understand how disappointing this situation feels, especially after investing in both the machine and the relocation service.
After reviewing your case, we want to clarify a few important points. The error your unit is experiencing is a Motor Control Board error. This type of error does not originate from uninstalling and reinstalling the unit. Our service team performs professional uninstallation and reinstallation only. They do not transport the device. Based on our diagnostics, this issue is consistent with normal component wear over time and would have occurred regardless of a move.
Your Tonal was installed in 2023, and the manufacturer’s warranty expired in 2024. Because the unit is currently out of warranty, the replacement option offered reflects our standard out of warranty service policy.
We also apologize if communication felt delayed or unclear. That is not the experience we want for our members. A senior member of our team will reach out directly to review everything with you and answer any remaining questions.
We understand this is not the resolution you were hoping for, but we do want to ensure you have clear information about the determination and the available options moving forward.
S
Sarah · 2 reviews · Verified · Experienced 2026-02-11 ·
★★★★★
I'm enjoying Tonal
I'm enjoying Tonal, especially since I've started using the daily workouts. They've simplified the process and made it easier for me to do at least a little something each day. Rather than have to remember what muscle group I last worked, I can just choose the daily option and feel like Tonal is doing the record keeping for me. I'm also excited to get my pilates straps soon, to be able to start a new type of exercise at home!
S
Steve · 3 reviews · Verified · Experienced 2026-02-09 ·
★★★★★
Tonal is by far the best home weight…
Tonal is by far the best home weight lifting system. The problem I have always had with weights is tracking my progress and knowing when to increase (or decrease) weight. Not only does Tonal remove that complication, it has features you simply can't get from free weights like smart flex and eccentric.
I love it and my family does too.
One improvement I would suggest is that some exercises put excessive torque on the wall, and even though it should be quite secure, there are ways to do the same exercise without putting the effort at that angle. Hard to explain in text but when the arm is extended out to the side, it's unnecessary to pull across (parallel to the screen) for a single arm row. Instead pulling perpendicular to the screen puts less stress on the arm and the wall. Older houses may have smaller studs or reduced integrity of the wall where this could be a problem at higher weight.
My Tonal experience is great first off being able to walk in my office and do a 30 to 45 minute. Workout is the best part. I also find that all the workouts are very relevant to the goals. I have set for myself. The new edition of Pilates is something I probably would’ve never tried but being able to do some of the easier classes on my Tonal has been a great experience. All the coaches have a lot of energy and keep me motivated to work out on a regular basis.
I love that I do not have to go anywhere to do my workouts or follow programs. I have three autoimmune diseases so it makes it hard to be out in public and risking getting sick just to work out. This minimizes my exposure and allows me to work out to my capacity. The coaches are super motivating and easy to follow. Tonal is always adapting and adding new workouts so that there are hundreds to choose from.
R
Ron · 1 review · Verified · Experienced 2026-02-09 ·
★★★★★
Best purchase ever!
Have had my Tonal (now on Tonal 2) since January 2020 and have used it to get in the best shape of my life.
The sheer number of exercise movements, weight modes and trainer led programming (workouts and programs) have more than made it the best exercise equipment purchase I have made.
I have put on a good amount of lean muscle and when used while dieting, helped me drop 50lbs and keep it off!
Cannot recommend enough!
In 2019 at 49 I suffered a heart attack. I started using Tonal in 2020. Tonal has totally improved my physical AND mental health. We upgraded to add Aero which has helped me in to increase my HRV and VO2! Quality trainers and quality programs!
Tonal is available to me 24/7, without having to leave my house! There are no excuses for not working out!. And Tonal makes it fun, by offering a variety of workouts, programs and ever -changing additions, such as ankle straps and Pilates. Although I have been a gym addict for years, I have never been in better shape than I have been since getting Tonal.
R
Ron Smith · 8 reviews · Verified · Experienced 2026-02-05 ·
★★★★★
Tonal has completely transformed the way I train
I love how customizable the programs are, which helps me target exactly the areas I want to improve makes every workout feel intentional and effective. The real game‑changer, though, is how Tonal tracks my progress and continually challenges me to push a little harder. Seeing my strength numbers climb keeps me motivated, and the adaptive weight makes every session feel smart and personalized. It’s easily one of the best fitness investments I’ve made.
As someone who has worked out at home for the past 25 years using trainers like Jillian Michaels and countless beachbody, I have never had a workout like tonal gives me. After 2 kids and now being over 40 I knew I needed change and tonal was it! Love all the coaches (can’t even begin to pick a favorite) I would say the only thing I would change is my handles don’t turn on at times but really it’s no be deal vs everything else it does
