Complaints

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

close

Find a Location

Peloton has 19 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:01/31/2025

  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.

  They make it so complicated to downgrade that you just give up. After months of trying to do this, I finally spoke with someone that was able to help through a non-intuitive linked process. When you go to search the help resources for this, it does not give you any answer. It feels like they make it complicated on purpose. I overpaid for at least half a year.

  Business Response

  Date: 02/07/2025

  Hello,

  Thank you for bringing this to our attention. This is not the experience we would like for any of our members. We provide our members with options if you would like the All-Access Membership or the App. You are able to cancel the All-Access Membership at any time, which the opportunity has been taken to cancel. We believe that we have provided the amount needed to resolve this issue. We consider this matter resolved.

• Initial Complaint

  Date:01/31/2025

  Type:Customer Service 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 bought an in class experience for peloton. I was unable to attend my class because I was newly pregnant and experiencing complications. I have emailed them multiple times throughout 2023 and 2024 requesting a refund as this is a medical issue and they have denied my request. This is discrimination and I would like a refund to my account for the class amount. I am a customer of their monthly membership and asked if the *** could simply be applied to my subscription fee I continue to pay and they would not honor this.

  Business Response

  Date: 02/05/2025

  Hello,

  Thank you for bringing this to our attention. This is not the experience that we would want for our members. Our studio credits are non-refundable and are not transferable to Peloton membership fees, as they are separate systems. We want to ensure you can use your credit in a way that works for you. We consider this matter to be resolved. Please let us know if you have any other questions or concerns and our Support Team will be happy to help.

• Initial Complaint

  Date:01/28/2025

  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.

  I ordered a peloton tread in December 2024. It took 4 weeks for initial delivery. Once delivered I could not complete the initial startup process and continued to get error messages. I immediately called customer service and had several different members walk me through the same trouble shooting only to tell me they would call me back and never would. I finally had someone tell me I needed a new motor board (on a brand new treadmill) and it can be delivered in 3 weeks and hopefully it would work. If not then I would get a new treadmill (probably another 4 weeks from that). That member was again supposed to see if I can get the replacement part sooner. I was assured she would call me back and never did. Unbelievably disappointing considering the price and time it took to get here. Now its taking up space until I can return it. Terrible customer service

  Business Response

  Date: 02/01/2025

  Thank you for bringing this to our attention. This is not the experience we strive to provide our members. We have reached out to the member, in efforts to rectify their experience. We have also provided a gesture of goodwill as a courtesy for the time this has taken to resolve. Our Delivery Team was contacted for an expedited service date and we will be following their replacement service to ensure everything is a success. Feedback like this is essential to our growth and improving our member experience. We will continue working with the member until their concerns are addressed.

  Customer Answer

  Date: 02/05/2025

  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:

  A ***resentative from Peloton originally reached out last week through phone which I was unable to answer because I was out to dinner but immediately ***lied to the email stating I would be interested in proceeding with a delivery if within a reasonable amount of time.  There was no response that my email.  I waited until Tuesday evening and sent another email indicating I had not been contacted and still no response.  I also called and it took me to the general line to talk to a service *** with no history or background so I chose not to restart the issue.  The issue has NOT been resolved and I am yet again waiting to hear back from someone regarding delivery with no response.  Attachments above show emails with service *** that did not receive a response.

   

   

   

   

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

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

  Business Response

  Date: 02/10/2025

  Upon review of the contact history, we show that our Support Team has been in communication with the Member and has scheduled a full return at the Members request. Currently we are working with our logistic partners to advance the return date to ensure this is completed sooner. For now, the Member has received the current scheduled date and we consider this matter to be resolved. 

• Initial Complaint

  Date:01/14/2025

  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.

  I just purchased a new home in ********. The sellers of the home asked me if I would be interested in purchasing a Peloton Tread + that they had in the garage. I have been a loyal Peloton brand consumer for many years and loved the idea. However, I will be using the garage for my cars and allocated a room inside the home for a gym. The Peloton Tread+ is a large and heavy piece of equipment and will only fit into the room if disassembled, moved, and then reassembled. Before committing to purchase the equipment from the sellers, I called Peloton and arranged for a paid-for service wherby they would do that work [disassemble, move, reassemble] for a $409 fee. I contracted for this service, have an email record of it, and then purchased the equipment from the seller. A few days later Peloton cancelled my order and said that they do not offer this service any longer. Over the next week I talked to Peloton several times as they tried to solve the issue but utilimately said this is not something they would do for me. I paid 800 dollars for this machine and it will have zero use to me in this situation. I want Peloton to help me move it as they promised. Or, if not, they can find some way to either compensate me for representing they could do this which led to my purchase or trading my machine for a new one that they would deliver and install and I could pay the difference. This is awful and I have emails that will support my claim.

  Business Response

  Date: 01/27/2025

  Thank you for bringing this to our attention. We have reached out to the Member to confirm the order that was paid for and have sent a link to schedule their room to room move appointment. We thank the Member for being a valuable part of our Peloton community and we consider this matter to be closed and resolved.

• Initial Complaint

  Date:01/07/2025

  Type:Customer Service 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 the luluemon studio mirror and its owed by Peloton. I have contacted mirror technician support multiple times over several months due to not being able to use the mirror. I have spent hours on the phone with technical support trying to get the mirror to connect properly. I have also received multiple emails from ******** support stating they are working on detecting the problem but have yet to solve the problem. This has gone on for over 6 months . I feel that when peloton bought out luluemon studio that the mirror stopped being able to connect to the mirror programs . I am requesting a refund for the mirror or credit to be able to purchase something else .

  Business Response

  Date: 01/08/2025

  Thank you for contacting Peloton regarding your ********* purchase. Unfortunately, this item is not a Peloton product, and we are unable to provide assistance directly.
  To receive the support you need, we recommend reaching out to ********** Customer Support team for further guidance.
  We sincerely apologize for the experience youre having at this time and appreciate your understanding. If you have any questions about Peloton products or services, please dont hesitate to reach out.

• Initial Complaint

  Date:01/07/2025

  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 reached out to ******* because the bike that they sent to me had rust in several places. I was informed that this is basically a normal occurrence and they were going to charge me for a new bike frame. After learning on 13/13/2024 that peleton hid rust and corrosion from it's customers as evidenced in this link *************************************************************************************************. This coincidentally is around the time that my bike was purchased. I called peleton again to try and resolve the issue. I requested to speak with a member of management. Instead of management returning the call she sent an email link explaining how to clean the bike. I have several pieces of exercise equipment in my home, and this is the ONLY equipment to rust, and it is the newest exercise equipment that I have.

  Business Response

  Date: 01/20/2025

  Thank you for taking the time to share your thoughts and experience with us. It is always our goal to give our Members the best experience possible. Our support team is has worked direclty with the Member to reach a resolution and we now consider this matter to be resolved. 

  Customer Answer

  Date: 01/28/2025

  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:01/06/2025

  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 own a Peloton Tread+ that was purchased in February of 2021. The treadmill has worked great and continued to work great until I was prompted on 12/31/24 to complete a calibration of the treadmill. During the calibration phase, the treadmill began to increase its incline and then came to a stop. The screen then said that calibration failed and to set the incline to 0%. However, the treadmill was stuck and would not decrease the incline. I called customer service on 1/1/25 and was advised by ****** that the software update caused the screen to become obsolete. I then spoke with ******* B who said that ******** solution did not make sense, and I needed to speak with Repair and Service. On 1/3/25, I spoke with ***** who forwarded me to Repair and Service. Without any attempted trouble shooting, they then told me that the entire handrail assembly needs to be replaced at a cost of $875. He could not explain why a handrail assembly could possibly get broken during a calibration but admitted that this is an issue that he has fielded from other customers, but it is not a "known issue" and therefore not covered by Peloton.

  Business Response

  Date: 01/07/2025

  We sincerely apologize for the Members experience. A Specialist from our Member Relations team will be reaching out to you directly to assist you resolving all your concerns. Thank you for taking the time to provide your experience with Peloton. This is vital for our continued growth.  
  
  

• Initial Complaint

  Date:12/31/2024

  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.

  Ive been having customer support issues with ******************** for the past few months with my bike and its completely unclear how to raise the issue higher up to actually get a resolution for my bike problems.Ive had a peloton bike since July 2021 and had ********************* my account to fix bike issues that were persistent. I finally received a bike swap a month ago in November 2024, and the new bike had problems again from day 1. I had a service technician come last week to fix the belt problem, only to uncover an issue that needs a full replacement of the Idle Pulley Assembly. The main issue here is that this is a new bike that *** had one service call on and another one now setup for mid-January with no guarantee the overall bike will be in working order again. Ive been on calls with Peloton support multiple times with forms filled out by the internal Peloton service team to raise the issue higher to get another bike swap, and I never receive a call back.I want a full bike swap since the last swap (a month ago) never resulted in a working bike yet with consistent needs to fix it.

  Business Response

  Date: 01/03/2025

  We appreciate and value your continued commitment to being a part of the Peloton family. We apologize that your initial service attempt was not completed successfully. Thank you for taking the time to share your thoughts and experience with us. It is always our goal to give our Members the best experience possible. Our support team is currently working with this Member to resolve this matter.
  

• Initial Complaint

  Date:12/30/2024

  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.

  Called Peloton on 11/29/24 to request a bike+ service. After troubleshooting, it was determined that the bottom assembly bracket needed to be replaced. An agent scheduled a service appointment on 12/4/24, and advised a technician will have parts to fix. On 12/4, the service technician arrived and stated Peloton should mail parts to the customer as they do not receive the parts, and requested to reschedule service. I called Peloton, and they confirmed that a service appointment should never been made until parts have been received and confirmed that the parts still have not been shipped. I called couple days later once parts were received to reschedule for 12/11/24. On 12/10/24, the service company texted me to reschedule service as a tech would be unavailable. I rescheduled for 12/18/24. On 12/18/24, the technician did not show to service the bike. I called Peloton, and rescheduled 12/30/24. They refunded several months of my subscription for the inconvenience. On 12/30/24, the service company did not show up for the provided window from 8-10am. I called Peloton, and the agent after confirming with their supervisor, would replace my bike if the service technician would not arrive at the end of day. Service technician showed up in the afternoon, and stated they could not repair the bracket because they were not notified by Peloton of the tool needed to fix the bracket and the screws sent in to fix the screen were incorrect. I called Peloton and they stated they could not replace the bike because there were no notes to support it. I requested to speak to a supervisor and they said one can call me back later that day, but I never received a call. I understand Peloton cannot receive blame for all service failures as they cannot control the third partys actions, but they have failed to provide a resolution, and I would like a bike replacement because at this point they cannot guarantee I have the correct parts or if can get serviced if another appointment is scheduled.

  Customer Answer

  Date: 12/31/2024

  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. I have spoken to Peloton since this complaint was submitted, and the matter has since been resolved with Peloton replacing the product.
  
  Sincerely,
  
  *********** ******
  
  
  
   
  
  

• Initial Complaint

  Date:12/30/2024

  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.

  Order # ******* I was promised a 30% cash back on this order but that never came. Please issue a manual credit. ***** asked me to contact mailto:********************************** which I did but did not receive any response. I am disputing $29.85 if we cannot come to a resolution.

  Business Response

  Date: 12/31/2024

  Thank you for bringing this matter to our attention. This apparel order was purchased during our Labor Day 50% off sale that occurred in August 2024. Our promotional details page, at the time, stated "Offer cannot be combined with other discounts or offers, including but not limited to Fondue Cashback". Since the order in question was placed during the time of our 50% off Labor Day sale, it would not be eligible for the 30% off Fondue promotion. We thank the Member for being a valuable part of our Peloton community and we consider this matter to be closed and resolved.

  Customer Answer

  Date: 01/02/2025

  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:

  The Fondue promotion was displayed AT and DURING the time of the Labor Day sale on the website. How is that NOT misleading? You can expect me to read the fine print for everything? This response is not satisfactory 

   

   

   

   

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

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