Complaints

This profile includes complaints for Peloton's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Peloton

  125 W 25th St Fl 11 New York, NY 10001-7232

• 

  Peloton

  152 Christopher St New York, NY 10014-2838

• 

  Peloton Interactive, Inc

  151 Bloor St W Toronto, ON M5S 1N5

• 

  Peloton Interactive , Inc.

  5050 Oakbrook Pkwy Norcross, GA 30093

• 

  Peloton

  754 758 Main St West Vancouver, BC V7T 0A5

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/24/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a new peloton exercise bike in January 2023. In June 2023, we noticed an unusual sound when we rode it. We immediately stopped and reported the issue to Peloton as the bike had a 12 month warranty. Over the next 6 months, there were three failed attempts to fix the issue. With each attempt, the steps included 1) parts being sent to our home (wrong parts sent twice), 2) only once parts were received could we then schedule a technician to come, and there is only one technician in our area whom is only available every other Saturday for appointments, and 3) technician tells YOU the customer to report back to ********************. There is zero clear communication between Peloton, their repair contractors, and their delivery contractors. I finally spoke to a customer service representative who resolved the issue with replacing the bike, which was delivered on Thursday 1/18/24. As luck would have it, the new bike has a broken magnet on the wheel and cannot be used. I reported the issue on 1/20/24, and as of the evening of 1/24/24 have received ZERO answer from Peloton on the resolution for this defect. I am writing due to the gross negligence of the Peloton customer service team and the stress and undo hardship their lack of action, concern, or BASIC RESPONSE has caused my family.

  Business Response

  Date: 02/06/2024

  Hello,
  
  Thanks so much for taking the time to leave a review, we really appreciate the feedback. Were sorry to hear about this and we would love to turn your experience around as soon as possible. We will make sure your information is sent over to our Leadership Team for further review. In the meantime, if you need anything else at all, please do not hesitate to contact us on ************, or email *************************************

• Initial Complaint

  Date:01/24/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In August of 2021, I purchased a Peloton Tread for $2,712 and in August of 2022, I purchased a 4 year extended warranty for $487. In the fall of 2023, I began experiencing issues with the tread. The resolution from Peloton was replace the base. That did not resolve it - and the new base had an issue. After sending video and trouble shooting with multiple customer service agents, the remedy for the base was to send me a bottle of lube and schedule a service technician. The service technician came out - couldn't believe that Peloton thought that was the resolution, but performed the service anyway. Not shocked, it didn't work. Peloton then told me that they would replace the tread, but I have received no confirmation of that and it does not reflect in my account. Each time I reach out, ironically, I am disconnected from chats, told that I have to wait for it to process, or to send new video so that the problem can be diagnosed again. This is all while still paying a monthly fee for the service. I have literally reached out no less than 10 times in the last week, waited on hold for hours - and have gotten nowhere. As much as I would love to be available 24/7 to sit on the phone or on an app, I dont. I am in the military and have a job... I purchased a Peloton for convenience and this has been nothing but convenient. For a company as big as Peloton's their customer service is atrocious. I am not asking for my monthly fees back, I am asking for a treadmill that works without malfunctioning or sounding like a beating drum. Your assistance is greatly appreciated. Thank you.

  Business Response

  Date: 02/06/2024

  Hello,
  
  Thanks so much for taking the time to leave a review, we really appreciate the feedback. Were sorry to hear about this and we would love to turn your experience around as soon as possible. We will make sure your information is sent over to our Leadership Team for further review. In the meantime, if you need anything else at all, please do not hesitate to contact us on ************, or email *************************************

• Initial Complaint

  Date:01/23/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Paid $3000+ for a Peloton Tread. Delivery guys come out here, and can't get it to work. The wire in the handle bar is stripped. They tell me they can have someone out here tomorrow to fix it I just have to call Peloton. I call Peloton wait 40+ minutes on hold just for them to create me an account. Then I have to wait another 20 minutes for an email to reschedule for a week and a half later, not the next day. You guys seem to be going out of your way to irritate me and make me regret this purchase. Perhaps I should of paid heed to the reviews I read from other people talking about how much of a nightmare Peloton's customer support is. Fix my Tread else I'll be calling ****'s, filing complaints and demand to exchange this item for a NordicTrack. At least they aren't F rated by the BBB.

  Business Response

  Date: 02/06/2024

  Hello,
  
  Thanks so much for taking the time to leave a review, we really appreciate the feedback. Were sorry to hear about this and we would love to turn your experience around as soon as possible. We will make sure your information is sent over to our Leadership Team for further review. In the meantime, if you need anything else at all, please do not hesitate to contact us on ************, or email *************************************

  Customer Answer

  Date: 02/08/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  Date:01/22/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased the Peloton Tread on 11/27/21 for a total of $2,725.63. The order number was *********. The treadmill was used and stored in a climate controlled environment for all of its period of use. The treadmill was lightly used by family members only, 1-3 times per week at most. It was never moved from its original location. It was never physically impacted by anything. Upon its last software update, the bottom half inch band of the screen ceased to be receptive to touch. Soon after, the top half inch band of the screen ceased to respond to touch commands as well. Both bands do appear to be receptive at the login screen but stopped working once on the main screen. The Peloton tread is now virtually useless. I chatted online with support who gave me instructions on resetting and wiping the Peloton but to no avail. They asked me to call live support which I also did and went through the same process. After having no success, they declared the screen broken and offered to send one to me for $600. I refused and they offered me a discount of $250. I refused and asked that my case be escalated. I was given Request #********. I stated that it is unconscionable that Peloton, with a software update, render my expensive exercise product machine nearly unusable and then demand that I pay them ANY sort of money to fix a problem they created. I did not ask for the software update and would have preferred that my tread keep working rather than receive whatever benefit the update should have provided. I never heard back despite being told someone would call. I called back and was told they would not replace my screen. The practice of breaking their own product and making the consumer pay to render it usable is absolutely wrong and feels like some sort of scam! I demand that Peloton send an technician to repair the screen or send me a new one. I also demand that Peloton comp me for the period of time I have not had use of my tread because of their update and refusal to fix it.

  Business Response

  Date: 01/23/2024

  Hello,
  
  Thanks so much for taking the time to leave a review, we really appreciate the feedback. Were sorry to hear about this and we would love to turn your experience around as soon as possible. We will make sure your information is sent over to our Leadership Team for further review. In the meantime, if you need anything else at all, please do not hesitate to contact us on ************, or email *************************************

  Customer Answer

  Date: 01/23/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Peloton has not indicated what they plan on doing. I have asked for them to repair the screen their update disabled and to compensate me for non-use of my equipment. They simply say they are looking into and invite me to call the same number where I wasted hours of time speaking to a representative to get nowhere at all. Peloton should state they are addressing my issue and will fix this device with a timeline for doing so. 

  Sincerely,
  
  **************************************
  
  
  
  
   
  

  Business Response

  Date: 06/14/2024

  Thank you for bringing this to our attention. Since receiving this message, our team has reached out to the member, and has placed an order for a replacement touchscreen at no additional cost to the member. We strive to create a unified and positive experience for all Peloton Members. We appreciate your dedication and loyalty to Peloton, as well as your patience with us as we work to resolve this issue for you!

  Customer Answer

  Date: 06/25/2024

  Better Business Bureau:
  
  Peloton did finally respond. It was a different group than the customer service group I initially spoke to before filing a complaint with BBB. And also a different person than initially handled the complaint once you guys alerted them. At long last, out of the blue, someone called me. They finally addressed the issue. Offered me a replacement screen and offered to compensate me for the wasted months of membership. The gentleman was very nice and helpful. They sent the new screen and sent someone to replace it. The tech told me that this issue had been happening. Its too bad it took all these months and BBBs involvement to resolve it but it is resolved now. Thanks for your help.

  
  Sincerely,
  
  **************************************
  
  
  
   
  

  
  

• Initial Complaint

  Date:01/17/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Peloton has been extremely unprofessional and nonresponsive. I was notified in May 2023 about Pelotons voluntary recall and replacement of the seat post. I called and emailed more than 10 times trying to get my part replaced to render my bike safe. I finally was able to schedule the replacement part installation, and on 2 attempts, the part did not arrive and the technician did not show-up. I was told Peloton ran out of parts, and someone should have contacted me (but they didnt). I heard nothing and my request to speak to a supervisor was never answered.Now in January 2024 I was contacted and placed my replacement piece order and scheduled a technician to complete the installation. The part arrived, but once again the technician was a no show. I called again this evening and asked for a supervisor and was told I could not speak to the manager and there was NO complaint process. I was told by the representative that she saw my order, but had no way of seeing who the technician was or following up with the technician to find out where they were and why they didnt show up again. I have now scheduled a new appointment for the 24th, but have no reason to believe Peloton will actually show up and do the work. I want to get the service completed and my part installed. I have been paying for a service that Ive been unable to use and Peloton doesnt see the urgency in getting the work done and acting in a responsive and professional way.

  Business Response

  Date: 01/20/2024

  Hello,
  
  Thanks so much for taking the time to leave a review, we really appreciate the feedback. Were sorry to hear about this and we would love to turn your experience around as soon as possible. We will make sure your information is sent over to our Leadership Team for further review. In the meantime, if you need anything else at all, please do not hesitate to contact us on ************, or email *************************************

  Customer Answer

  Date: 01/23/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  Pelotons response does not address any of my concerns and issues.  Every time I contact Peloton regarding my concerns I get this exact same message and no one ever does anything nor does anyone call.  The phone number listed is there general number and no one will help or maybe they are unable to assist.  This is the same run-around and unprofessional treatment and response I have received since May 2023.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *************************
  
  
  
  
   
  

  Business Response

  Date: 06/23/2024

  We are actively communicating with the Member via the email address listed and will continue to work with them directly.

  Business Response

  Date: 06/23/2024

  We are actively communicating with the Member via the email address listed and will continue to work with them directly.

  Customer Answer

  Date: 06/28/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***** *******    
  

  Customer Answer

  Date: 06/28/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***** *******    
  

• Initial Complaint

  Date:01/17/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have returned my Peloton Bike Rental and the pickup was done on 11.27.23- approved by the company and pickup was done by their courier. Fast forward to 01/17/24, I received a collection notice for that same bike rental. I should not be in collections for the full bike value if I signed a rental agreement.

  Business Response

  Date: 01/20/2024

  Tell us why here...Hello,
  
  Thanks so much for taking the time to leave a review, we really appreciate the feedback. Were sorry to hear about this and we would love to turn your experience around as soon as possible. We will make sure your information is sent over to our Leadership Team for further review. In the meantime, if you need anything else at all, please do not hesitate to contact us on ************, or email *************************************

• Initial Complaint

  Date:01/17/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I just got a call from a collection agency telling me I owe $2000 something for a bike I don't have and haven't had for a year. Peloton never contacted me in any way in the year since I returned the bike, so I thought the matter was settled. I know this won't get handled at the low level customer service rep ****** and the collection agency wants to make their money so they're not going to help me resolve it. So here I am.

  Business Response

  Date: 01/20/2024

  Tell us why here...Hello,
  
  Thanks so much for taking the time to leave a review, we really appreciate the feedback. Were sorry to hear about this and we would love to turn your experience around as soon as possible. We will make sure your information is sent over to our Leadership Team for further review. In the meantime, if you need anything else at all, please do not hesitate to contact us on ************, or email *************************************

  Customer Answer

  Date: 01/24/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint **# ********, and have determined that my complaint has NOT been resolved because:

  I still have to deal with a collection agency coming after me for $2671.64 for a subscription that was cancelled in February of 2023.  The ** for that subscription was provided to me by the collection agency and is *******  I found this code when looking through past subscriptions.  It was my belief that I cancelled and was within my 30-day window to do so without charge.  It's been a year now since I had this subscription, and I've had one bike since (and returned) with seemingly no issue.  Why now am I getting these calls?  It seems someone on your end got their wires crossed and sent a bill to a collection agency a year later, but never sent anything to me in all that time.  Why is that?  I've tried and tried to email customer service, and all I get are coined responses.  I've called, I've done chats.  Both of those resulted in me repeatedly getting disconnected somehow.  I don't need any more coined responses; I need someone who can actually help to call or email me so we can get this taken care of before it ruins my credit.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***************************
  
  
  
  
   
  

  Business Response

  Date: 06/06/2024

  We apologize for this inconvenience. There was a system error that has been identified and corrected. Documentation is being submitted to the Credit Bureaus to support this Member's complaint and have the collection amount removed from their credit report. Again, we apologize for any inconvenience that this has caused. Please feel free to reach out if there are any additional concerns in regard to this matter.

  Customer Answer

  Date: 06/07/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  Date:01/16/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We recently purchased a peloton treadmill. Already own a bike and have an active subscription. The treadmill was delivered with a defective/tilted screen. It has been many weeks and we have been unable to get assistant from Peloton. When we call we get no information from and INTL support office, and the same when we do live chat. When I try to call local showrooms, they transfer me to North American tech support and then I get disconnected before someone answers.In the emails there is a link to schedule service which either doesn't load at all or when it does it says no appointments are available. I've asked for a supervisor to call me a dozen time and no one will call **** am at a point where I cannot get assistance on an item I purchased which is brand new, was delivered defective, and documented as so by the delivery team.***************************** ************************************************ One of my tickets with tech support is: Peloton Inquiry [ *********************************

  Business Response

  Date: 01/20/2024

  Tell us why here...Hello,
  
  Thanks so much for taking the time to leave a review, we really appreciate the feedback. Were sorry to hear about this and we would love to turn your experience around as soon as possible. We will make sure your information is sent over to our Leadership Team for further review. In the meantime, if you need anything else at all, please do not hesitate to contact us on ************, or email *************************************

• Initial Complaint

  Date:01/13/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Peloton advertises a lower price for upgrading to Peloton + from Peloton app ($19.99 vs ***** per month) but then charges a higher price when you actually upgrade. Contacted support and they said they could not assist and ***** is the price despite what they offer in the app on screen.

  Business Response

  Date: 01/20/2024

  Hello,
  
  Thanks so much for taking the time to leave a review, we really appreciate the feedback. Were sorry to hear about this and we would love to turn your experience around as soon as possible.We will make sure your information is sent over to our Leadership Team for further review. In the meantime, if you need anything else at all, please do not hesitate to contact us on ************, or email *************************************

• Initial Complaint

  Date:01/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Fraudulently increased my subscription amount from $12.99 to $24.99 without any prior notice at all. I was told I would receive a refund and cancellation by the first agent. Then two days later I was told they could not issue a refund through a third party(apple). Terrible company with fraudulent business practices and customer support staff that lies about their actions.

  Business Response

  Date: 01/20/2024

  Tell us why here...
  Hello,
  
  Thanks so much for taking the time to leave a review, we really appreciate the feedback. Were sorry to hear about this and we would love to turn your experience around as soon as possible. Our team is currently looking into it and will reach out to you directly to help get you back on track. In the meantime, if you need anything else at all, please do not hesitate to contact us on ************, or email *************************************

  Customer Answer

  Date: 01/23/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:
  

  I was able to close my account through the third party with no help from Peloton.  I have no intention of calling their customer service since I already wasted enough time calling twice and speaking to rude customer service representatives.  I even asked to speak to a supervisor and was told none was available.  I was told a supervisor would call me back within 24 hours and no one ever did.  I will be looking for another service.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *********************
  
  
  
  
   
  

  Customer Answer

  Date: 06/25/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:Peloton raising prices and changing my subscription had nothing to do with a third policy.  Peloton changed my subscription without notifying me.  I was charged the same price but instead of one month subscription with unlimited workouts, instead I was able to do 3 workouts for the month.  It was a scam by peloton.  Which is why they are losing so much money.  They tricked their members.  

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  ****** ****  
  
  
  
   
  

  Business Response

  Date: 07/06/2024

  Thank you for bringing this to our attention. Third party subscriptions, such as those created via the Google Play Store or the Apple App Store, are created and managed by the Member, with all billing being handled directly by the third party, as an intermediary between us and the Member. Because of this, the charges are routed through them, meaning they would need to be contacted for all questions regarding charges, billing, and refunds. The article titled "Peloton App Memberships" on our public Support site (support.onepeloton.com) states, "Existing App Members before May 23, 2023, will have the App+ Membership at the App One monthly price until December 5, 2023, at which point, the Membership will revert to the App One Membership." This article also states, "Upon starting a trial, as a new Peloton App Member, you have the option to choose between a trial to the App One Membership and the App+ Membership. Once the trial period has ended, you will be automatically billed for the App One or App+ monthly membership depending on which option you chose." However, because the member experienced some miscommunication and misunderstanding with Member Support, we will be happy to issue a gift card for the member to use towards future Peloton product or membership purchases as a courtesy for their inconvenience. We have initiated communication with the member to inform them of how to redeem their gift card, as well as more information on our App Membership options, pricing, and policies. Now that the member has been provided the relevant information and their issue has been addressed, we consider this matter closed.