ComplaintsforPeloton
Current Alerts For This Business
BBB files had indicated a Pattern of Complaints concerning delivery and customer service issues in January 2021. Consumers claimed to have waited weeks or months for their purchased merchandise. Many customers had also cited problems with the lack of clear communication from Peloton representatives about the reasons for the delivery delays as well as inability to verify a firm delivery date for the merchandise.
As of July 2024, BBB is still noting persistent issues in complaints about problems related to Peloton's products (such as defective or broken equipment and parts). A number of consumers also describe the difficulty they experience when trying to arrange for repair of or replacement parts for Peloton equipment, specifically as related to technician service calls.
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
07/11/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I placed an order on the Peloton apparel website (**********************************************) on May 29, taking advantage of the promotions: 40% off $150 orders and 30% cashback. However, it has been over a month, and I have not received any cashback.I reached out to their online customer service and chat with ****************** Instead of resolving my issue, he redirected me to a third-party website, Fondue (www.getfondue.com), which I was unaware of when placing my order. When I expressed my concerns about contacting a B2B business, ******* claimed that Peloton does not stack promotions. This response is absurd for a couple of reasons:1. The Peloton website did not display a "one-coupon-only" policy during the checkout process.2. My order page includes an item named "30% CashBack - Redeem after purchase 1," indicating that both promotions were allowed.Despite these points, the customer service representative insisted that Peloton is not involved with ******'s cashback business and failed to disclose the challenges of obtaining the cashback. This setup seems to benefit Peloton by attracting customers with the promise of cashback while avoiding accountability when customers request it.Business response
07/17/2024
Thank you for bringing this to our attention. Please be advised that our promotions can not be stacked, however this particular cashback offer is a separate promotion from the other discount the member received. It looks like the member's order does include both the 40% discount, as well as the 30% cashback offer. The cashback should be sent to the member via email, and can sometimes take up to 60 days from the date of the order to be fully processed and sent to the member. Please note that this cashback offer is managed by a third-party partner, ******. We have initiated communication with the member to inform them of our cashback offer policy, as well as contact information for Fondue. Now that the member has been provided the relevant information, we consider this matter closed.Initial Complaint
07/09/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
On June 19, 2024, my 3-year-old Peloton bike stopped working. Peloton promised to send a technician to my home to fix it. They have scheduled a repair of date of July 20, 2024 even though I have told them I will be out of town that date. They will not give me another repair date. I am asking for a mutually agreed upon repair date. If they cannot provide that, I want a new Peloton bike that works.Business response
07/17/2024
Regrettably, we do not have authority over the scheduling dates offered by our delivery or repair partners, as these appointments are managed by third-party companies. We have contacted our repair partner to explore the potential for an exception for schedule flexibility and is a path we take on a regular basis if the Member runs into scheduling friction. We consider this issue resolved and closed.Initial Complaint
07/05/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I own a Peloton Bike+, the other day it started to show an error B0215 but it worked fine, I was able to get classes with resistance know working fine. I contacted support about it and was asked to follow some troubleshooting steps which included making a factory reset. I raised concerns about it since I saw reports on the internet that it could make it worst. I was told to proceed though. After resetting it, Bike got stuck on calibration step and isn't usable anymore. I am not being told I need to spend more than $400 to get a replacement part. This isn't acceptable since I had a perfectly working bike with just a warning and following their instructions, they made it impossible to use. Now, I am hearing that there is nothing they can do and I must buy a new part since I am out of warranty.If their support has the wrong instructions, they should fix it and not expect customers to pay for new parts after they make their own bikes unusable.Business response
07/06/2024
Each purchase of a Peloton connected fitness unit comes with a one-year standard Limited Warranty. Additionally, we offer a Peloton Protection Plan, which provides extended coverage beyond the first year and can be purchased at any time within 365 days of the original purchase date. The members Limited Warranty expired, and they elected to not purchase a Protection Plan. We are conducting the required repairs at no charge to ensure the member receives a fully functional unit. Upon reviewing the history, we identified that we did not follow all necessary troubleshooting steps outlined in our standard operating procedures. We are also communicating this feedback to our support team to emphasize the importance of adhering to the correct troubleshooting procedures and fostering collaboration.Customer response
07/12/2024
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
07/03/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I purchased the rental subscription for a Peloton bike with the promise of easy cancelation and returns. I have put in a request for a cancelation and return twice. A message appears that a customer support agent will contact me, but I have not been contacted. I have since been charged another month of the subscription after I put in the cancellation request.Business response
07/06/2024
We identified a concern and successfully confirmed an online process gap in our self-service membership cancellation flow. For non-rental members, cancellation occurs immediately as no equipment needs to be returned. However, for rental members, the system failed to prompt the necessary steps for setting up equipment returns as expected. We are actively collaborating with cross-functional teams internally to rectify this flow. Currently, we have initiated a return process, and the member has selected a return date within the next two weeks. Additionally, we have refunded the recent charge. As of now, we consider this issue resolved.Initial Complaint
06/27/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I have a new Peleton+ bike for my Florida address. It has been nonfunctional for 6 months. Multiple technicians replacing cables, screen and software issues. Two months ago the brake became nonfunctional. They shipped parts for repairs and technicians came. Unfortunately the wrong partstechnician left with no follow up. Contact support who recommended the usual process to reset software and screen went dead. Another 4 weeks of unacceptable emails. Today the customer service representatives stated its out of warranty now and to provide a credit card. This defective bike must be replaced immediately, compensation for unused months, and original unit can be sent for repairs.Business response
06/28/2024
Thank you for bringing this to our attention. We sincerely apologize for the such negative experience that the member has endured thus far. We are initiating communication with the member to determine a resolution for this issue as quickly as possible. We appreciate the time and effort that the member dedicated towards submitting their feedback.Customer response
07/02/2024
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. The Peleton customer service representative reviewed the entire file of our communications and responded quickly. Currently we are awaiting a replacement unit to arrive. Her level of professional response is appreciated and is why ******* remains the leader in home cycling.
Sincerely,
****************
Initial Complaint
06/26/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a Peloton tread delivered August 23, 2022. It has been well maintained, has never been moved from its current location where the delivery people left it. I have used it at weekly. On June 24, 2024, I went to use it and it would not power on. I tried all the trouble shooting online then called customer support. Was told it needed a new smart card and had to pay another $325 to get a tech out. Now they are saying there are no technicians available in my area, ******** a major city in *******. So now I'm stuck with a $4000 brick in my home gym.Business response
06/26/2024
We apologise for the Member's recent experience. When it comes to repairs, we strive to learn as much about the situation as possible to ensure that we're able to solve it quickly and correctly the first time around. *********** times are dependent on the schedules of our third party technician partners, and in larger cities or more populated areas, the schedules of our technicians may fill up quicker than usual causing a delay in the scheduling process. We want this process to go as smoothly as possible - so we will have a member of the appropriate Team reach out to the Member to work directly on a resolution and get an appointment scheduled promptly.Customer response
06/28/2024
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]
THis is not an acceptable reponse. It doesn't change the fact that I have a $3500 treadmill that is less than 18 months old and has only 215 hours use on it. It has never been moved and has been well taken care of, that I can't use. It is unreasonable to pay additional $273 (which I have paid) to have tech look at it. The only appropriate response is a refund or a replacement.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
***********************
Customer response
08/21/2024
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]
Hi I replied to an email from peloton asking about the back of the screen and stating there should be a bracket there. There is no bracket there, I have not receive a response to my email back and have received a plan rectify the situation. Still having an issue and now it has been closer to 3 months without a resolution. After 2 technicians dispatched, 1 showing up and no response to my last email sent
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
***********************
Business response
08/29/2024
Thank you for bringing this matter to our attention. We have made several attempts to connect with the member to reach a resolution. However, due to the Member's recent vacation, consistent communication has been challenging and prohibited us from resolving. We have provided the Member with the necessary information, placed an order for the necessary parts and have sent the Member a scheduling link to arrange repair at their convenience. At this time we consider this matter closed.Initial Complaint
06/25/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Had a problem with the bike plus, called tech support to ask what to do. They told me I needed to order two sets of cables and it would take 5-7 days to receive and I would need a tech to install. The following day received an email stating part was going to be delivered today. I called in and asked them to change the tech arrival date, they told me the last customer tech advisor ordered the wrong part. Unacceptable since this is the second time this has happen. Real inconvenient to me and my wife! While still on the phone I asked what the lady would do to assist, she didnt know how to answer. Soul cycle looks better with more honest support reps!Business response
06/25/2024
We appreciate you sending this information over to us! We were able to contact the member and provide an immediate resolution. We are looking forward to seeing ******* on our Leaderboard really soon!Initial Complaint
06/24/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
On 2/29 I activated the App+ membership for $24. Last week, I was alerted my membership needed to be renewed. I submitted my bank information and proceeded to take a Yoga class. Subsequently, I noticed I was billed $47.53. I reached out to inquire via chat. I was informed that I had that plan since March. I attempted to explain that was incorrect. Later, I reviewed my bank statement to see they debited my account $25.93 on 2/28, 3/30 and 4/30 and also billed me $47.53 on 3/1, 4/1, 5/1, and 6/18. I chatted with a representative today who gave me a credit for **** of $47.53 but would only provide additional credits for the $24 membership because I assessed the app from the bike. What! I signed up for the $24 plan but according to the rep you have to have the $47.53 plan in order to use the app on the bike. Never mind informing me of this they just took $47.53 from my account. I requested a supervisor as ****** offered to credit for the plan I signed up for, the lesser of the two. I did not sign up for the All Access Membership...why should I be held accountable for the charges!Business response
06/25/2024
We appreciate you sending this information over to us. We have reached out to the member providing additional information. We have also provided an alternate resolution in *******'s favor. We look forward to seeing ******* on our Leaderboard really soon!Initial Complaint
06/23/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My husband bought me a Bike+ on December 22, 2022. Some time in August my touchscreen started get glitchy and not working. The bike has been sitting in my bedroom and I dont understand what caused it to stop working. Because the 1 year warranty was up, they said it would be $650 to replace my screen. Something is wrong with the fact that the bike cost over $2000 and now I need to buy a new screen! I asked if the replacement screen would be able to have a longer warranty and I was told no. When you go online many consumers are having issues with the touchscreens. This seems like a recall issue.Business response
06/24/2024
Hi, 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.Initial Complaint
06/22/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My peloton was locked due to non payment . We lost our card and had to replace it..we updated the payment over a week ago and no one has unlocked it. I have called all week at leasy 5 times i have reached out on websites chat and their instagram no one has tried to help its still locked. Do not purchase a peloton if their is an issue its impossible to fix. I was also left on hold over and hour for the call just to hang up . I dont know who to contact because the call center is not trained at all .Business response
06/24/2024
Hi ******, thanks so much for taking the time to leave a review, we really appreciate the feedback. It looks as if the issue has now been resolved. If youre still experiencing issues, please contact our Member Support team on ************ or email **************************************
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Customer Complaints Summary
1,135 total complaints in the last 3 years.
309 complaints closed in the last 12 months.