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 Interactive, Inc

  25 The West Mall Etobicoke, ON M9C 1B8

• 

  Peloton

  140 W 23rd Street New York, NY 10011-9404

• 

  Peloton

  754 758 Main St West Vancouver, BC V7T 0A5

• 

  Peloton Interactive, Inc

  100 City Centre Dr Mississauga, ON L5B 2C9

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:12/06/2022

  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 my Peloton bike on 11/25/22 as part of a Black Friday deal and I am EXTREMELY disappointed with the whole delivery experience and worst communication experience by a business. I have already been rescheduled twice by Peloton after NUMEROUS calls I had to make on my behalf after being set up different delivery dates. I will no longer hold my breath when they schedule a delivery via their third party delivery service, RXO. I received NO calls, no before day "automated" call that I was told I would be receiving to inform me of a "time window". I informed Peloton and RXO that I am a nurse and work ***************************************************** a possible delivery on my day off is valuable. I am currently on hold waiting to speak with a supervisor. Just got off the phone with the supervisor and all she could say was that she apologizes and tried to offer me $100 for their apparel which I responded that I would prefer that go toward the purchase. The delivery is once again rescheduled for 12/23 which I don't think I will be holding my breath for. If no delivery then I will be cancelling. Peloton has been nothing but disappointment so far, I had heard nothing but good things about owning a Peloton from my siblings but this, this experience has been the worst.

  Business Response

  Date: 12/27/2022

  We are very sorry to hear of this Member's poor experience. Our Member Relations Team has taken over this and offered a resolution to the delivery issues the Member has experienced. Their order has been escalated and is on track for 12/28/22.

• Initial Complaint

  Date:12/06/2022

  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 Peloton Tread 1/4/2021 for $2,750. In addition to that up-front cost, Peloton charges a membership fee of $44/mo. For over $3,000, I have had a fully functioning and undamaged treadmill for only 7 months. 8/6/22 the tread suddenly stopped working. I was able to turn it on and select a class but when attempting to use the tread, could not. This issue was addressed by peloton in the following ways:8/16/22 a new left rail was delivered/installed. No change.8/23/22 I was sent a whole hand rail. No change. 8/30/22 a SECOND left rail was delivered/installed. No change. 9/20/22 a new deck was delivered/installed. No change. From then on, I was told I needed a "tread swap" i.e. an entirely new treadmill. 9/27/22 the first tread swap was scheduled. No show, no call, no explanation. 10/11/22 a SECOND tread swap was scheduled to take place. This did not occur as the equipment was found to be damaged at the warehouse and not delivered. Again, no notification as to this change in status. This was discovered only after calling peloton and being on hold for over 45 min.10/25/22 a THIRD tread swap was attempted. Upon unboxing, the deck was found to be cracked. The belt squeaks constantly as it rolls through, growing louder as speed picks up. Incline does not reach ****%. Peloton's solution was to send a new deck. 11/22/22 a new deck was delivered and found to be cracked and damaged, worse than previous. Peloton was notified of this and has yet to respond with a solution. It is 12/6/22. Amidst all of this, I was notified that if the tread is not fully repaired before my 12 mo. warranty expires, I will have to pay out of pocket unless I purchase their $250 extended warranty. When I purchased a Peloton I expected, at a minimum, to get what I paid for, let alone decent customer service and a timely resolution. It is no surprise that Peloton has lost over $1.2 billion.

  Business Response

  Date: 12/27/2022

  We are very sorry to hear of this Member's poor experience with the Tread. The Member Relations Team will be contacting the Member to work toward a resolution and get the Member's Tread up and running as soon as possible. 

• Initial Complaint

  Date:12/06/2022

  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 a Peloton online in Feb 2022. They have now attempted to deliver to me 3 times without showing up or calling me. When I call their customer service, they claim they are going to call me back never do. I originally just wanted my bike now I have no clue what to think.

  Business Response

  Date: 12/27/2022

  We are very sorry to hear of this Member's poor experience with delivery and the multiple reschedules. Our Support Team cancelled and refunded this Member's order at their request.

  Customer Answer

  Date: 12/29/2022

  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:12/05/2022

  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 a Peloton Bike directly from Peloton in October of this year. The bike was delivered and set up on October 17, 2022. I was at home while the bike was being set up, but I was busy and did not observe the setup. When I had a chance to check out the bike later that day, I immediately noticed that the monitor screen tilted noticeably down on the right-hand side. Over the next few days, my husband and I, both mechanical engineers, looked over the monitor mounting arrangement, trying to find the adjustment that was off. There was not an adjustment; the problem was a manufacturing error on the monitor mounting arm. At this point, I called Peloton Support to get help in fixing the problem and replacing the defective part. It has been over a month and I have spent hours and hours on this very simple issue. If they had offered to mail me the part at any time, the problem would have been solved right there. I can say that, even though I have had a hard time with using my new bike because I am so frustrated by this, Peloton certainly gets me a cardio workout! My heart rate goes through the roof whenever I put fixing this problem (again?) on my agenda for the day.The document below has details, an outline of dates and events, and photos.Thank you!

  Business Response

  Date: 12/23/2022

  We are so sorry for the delay. We will have someone reach out to you Shortly.  

  Customer Answer

  Date: 12/27/2022

  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 just isn't an adequate response to the problems that I have faced in attempting to have Peloton do anything at all to address a defective Peloton Bike.  The response is pretty reflective of the level of effort that Peloton has put out in response to my problem - "Oops, sorry.  We will get in touch with you."  One big difference is that since I contacted the BBB, and you have contacted them, Peloton actually did get in touch with me.  Prior to this, they have never followed up on an open ticket, but instead they just closed the tickets.

  The contact from BBB has spurred Peloton to order the necessary part and send it to my house.  Based on previous information, I understood that once the part had been delivered, the service provider would be in touch about setting up an appointment.  Instead, Peloton sent an email asking if I needed technical assistance to get the part installed.  I am away for the holiday, so when I am home I will open up the part to see if I can install it.

  While I appreciate that sometimes things fall through the cracks, the way this problem has been handled, as documented in my original complaint, has been incredibly frustrating.  My simple request to have a technician look at a manufacturing defect on a new bike was repeatedly denied until I asked to return the bike within the 30 day return window.  Then they were suddenly willing to send someone out, but made repeated errors in the process that prevented this from ever happening despite my calls to help correct the mistakes.  Then, as before, all support requests were closed out without any further communication.  This part is really the most incredible.  I will assume good will and believe that this happened repeatedly as a result of a very poor or broken customer support process with inadequate quality control.

  This situation has gone on for so long and has required me to try to return the product and even after that, required me to contact the Better Business Bureau to get help.  In order to me to feel that this was completely resolved, I will need a sincere apology with an explanation about the problems with their procedure that allowed this to happen as well as the process changes that have been made to prevent this from happening in the future to other people.  I would also expect that, as a minimum, my membership fees for the months that I have worked to resolve this issue be reimbursed.  This problem has created such a negative feeling about Peloton that I have struggled to set that aside to use the bike or the membership.  I would like for Peloton to give me six months of All Access as a demonstration of some customer appreciation, since it currently appears to me that they will only help a customer under threat of some sort.  This would also provide a bit of compensation for the number of hours that I have had to work on getting this problem fixed.  

  I know people who swear by the Peloton experience, and I am still holding out hope that, after this is resolved, I will be able to see what they like about it.  It is this hope alone that lead me to contact the Better Business Bureau instead of initiating a charge back on my credit card since the product was defective and the company was not honoring their warrantee.

  I am attaching an updated copy of the complaint in which I have removed the photo that shows my address and telephone number.  I was not aware that the entire complaint might be published, and I hope that, by submitting this updated complaint, I will have ensured that you are able to post the complaint without having to go in and remove that information.

  Thank you so very much for your assistance with this matter.

  *****************************

   

   

   

   

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

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

  Business Response

  Date: 01/03/2023

    We are sorry for all you have gone through. It looks like the issue has now been resolved and the team has reached out to await your response if you are needing a Technician. The record shows also you were only charged for November and December month which have been refunded. Not to mention you were also given a two-month credit to your account for your membership. Although we cannot go into details on what the company will do about the customer service and how it will be corrected, we can assure you it will be taken note of so that this does not happen again.  
  

  Customer Answer

  Date: 01/04/2023

  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:12/04/2022

  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.

  Approximately 1 year and 7 months of owning a Peloton it began to make a noise. I was able to contact **************** via a live chat on Sunday, August 21st. Using a video I had recorded, the person I communicated with diagnosed the problem as a faulty belt and said they would get the part ordered and that a time to fix the bike would be scheduled. As of October 29th, the issue we contacted Peloton for on August 21st was fixed. It took 23 instances of communication that I initiated to get the work completed. I spent nearly 3 hours of time over a number of phone calls, emails, texts, and online chats. I am including the list of communications that transpired to get the work done.Additionally, I sent a letter and the list of communications I made to each member of the board of directors as of November 13th, 2022. The letter was mailed on November 14th, 2022. I have not heard from Peloton regarding my inquiry.It feels that there is no one to reach out to with my concern. I feel stonewalled.I continued to pay for my bike and my monthly access membership while Peloton did NOTHING proactively to help me get my bike repaired. They can pay me for the payments I made for the bike and the membership as well as the time I worked as my own customer service representative.

  Business Response

  Date: 12/27/2022

  We are very sorry to hear of this Member's poor experience with Bike repair, and that their issue is still unresolved. Peloton Support will reach out to this Member and offer assistance with the repair needed.

  Customer Answer

  Date: 12/30/2022

  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]

   The answer from Peloton is not satisfactory. The issue with the bike was resolved after I put in 3 hours of my time and continued to pay appx. $100/month for a products I could not use.

  I received a call from Peloton yesterday. Their representative **************** offered me 3 months of free membership. She advised me that she could not see how much of a loan I had remaining on the bike I purchased. To me, this means that she did not thoroughly read my complaint that I sent 9 copies of to Peloton. THe compaint I sent had the loan amount in there. Then she told me that she was not able to provide a credit to Affirm, which is the vendor who financed the bike. This did not make sense either because, as stated in my complaint to Peloton, they had refunded me money when I first ordered the bike because they were not able to keep the date they scheduled to deliver the bike. So her stated inability to refund to the loan did not hold water.

  **************** also stated that they bike had lasted through the warranty period, implying that I should have been satisifed with 12 months of operation from a piece of equipment I paid $2000 for. She also repeated that the service calls that were made to my home had been done at no charge. I told her that no one told me there should have been a charge for the first call and the second call was because Peloton made an error diagnosing the problem with the bike in the first place. The company's inability to represent their costs to me or to diagnose their equipment accurately is not my responsibility to bear. I do not consider their errors to be equal to the compensation I requested.

  **************** stated repeatedly that she could not refund me the money I was requesting for the time I worked to get my bike fixed in lieu of Peloton being able to fulfill my needs as their customer. I offered that she could provide me with 6 months of membership at no charge and that would me near the compensation I was asking. She said she could not do that. I asked to speak with someone who could help me with what I needed and she said there wasn't anyone. So again, I have been stonewalled by Peloton. 

  There has not been one step in this process where the company has taken responsibility for their series of errors. 

  Additionally, **************** was clearly not familiar with my complaint. Prior to speaking to her, I saw that Peloton had ordered another repair on my bike. This was not done at my request. When the SECOND repair person came to my house and fixed the bike's original problem, he diagnosed a second problem. I had attempted to contact Peloton about this using their chat service online some time thereafter, but was not able to complete that customer service inquiry. So I never completed the request for this second repair and then, randomly, I received an email the other day that a service was being scheduled.

  It is clear that Peloton is not interested in resolving this issue or truly understanding what the issue is in the first place.

   

   

   

   

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

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

  Business Response

  Date: 01/09/2023

  We apologize for the delays that this Member has experienced in repair of their Bike. Our Member Relations Team is actively assisting this Member with their repair, and has offered this Member 3 months of All-Access Membership waivers while they have not been able to use their Bike. The repairs needed have been out-of-warranty, but as a courtesy the Member has not been charged for any parts or services needed. The Member Relations Team will continue to assist this Member until their repair is complete. 

• Initial Complaint

  Date:12/04/2022

  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.

  Trying to return equipment. No one shows up to the appointments and very difficult to get through to customer support.

  Business Response

  Date: 12/22/2022

  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 at ************ or via email at *************************************.
  
  

• Initial Complaint

  Date:12/03/2022

  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 Peloton on 11/12/22 and setup for a delivery on 11/17/22. The day before the scheduled delivery I was advised it needed to be rescheduled, at that time I was given a new date and time of 11/22/22 yet again this did not happen and was told we receive the treadmill 11/26/22 then the day before I was told this would not happen and it would happen on 12/3/22. Today treadmill installer called me to tell me that my appointment would not happen because I was moved off the schedule after they moved my appointment from an AM delivery to PM. At the time of this submission I have not received an update on the delivery nor have I gotten any type of compensation for this horrible experience where I am not approaching a month since I purchased the treadmill.

  Business Response

  Date: 12/21/2022

  We are so sorry for the experience you have gone though we have a team currently working on your issue and will follow up with you shortly 

• Initial Complaint

  Date:12/03/2022

  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.

  11/23/22, we purchased our peleton bike. I spelled out my E-mail to associate. He entered the wrong email. I have called the store numerous times and was promised the problem would be resolved. The delivery was ok but the shoes delivered were the wrong size. I called peleton and after a 20 minute wait finally spoke to a courteous representative who said to take wrong sized shoes to the gardens mall peleton store to exchange them. He promised they had the right size at the store. My husband made a special trip there and the same associate that sold me the shoes said they didnt have inventory. He said he would send the proper size. I shouldve received an email confirming the transaction and to return improper shoes in the same box. Weve once again not received any communication from peleton. Were so disappointed. The company is a mess and I feel shouldve corrected the problem. Confirmation number on order is : *********.

  Business Response

  Date: 12/15/2022

  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. In the meantime, if you need anything else at all, please do not hesitate to contact us at ************ or via email at *************************************.
  
  

• Initial Complaint

  Date:12/02/2022

  Type:Delivery 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 ordered a Peloton the first week of November, was told it would be delivered Nov 10 or 11. They said I would receive a call. I finally contacted them a week later and told the delivery would be 11/23. I was told again that I would receive a call. I didnt. Contacted them again and the said Dec 4. Contacted them to verify I would receive it and now they say 12/9. I was credited twice $106.00. I just want the bike.

  Business Response

  Date: 12/07/2022

  Q are so sorry in the delay for your delivery. We have a Team on this and will be reaching out to you shortly. 

  Customer Answer

  Date: 12/10/2022

  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.
  
  *************************************************
  
  
  
   
  
  

• Initial Complaint

  Date:11/29/2022

  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.

  I ordered a tread from Peloton to be delivered, they even let me choose the delivery date. After receiving a notification on the tracking app, I was told they were unable to deliver because of a truck issue. Then was told I had to wait another 2 weeks for delivery (instead of scheduling for the next day). The second delivery date came and went. This time, no communication letting me know there wouldnt be a delivery. After talking with Pelotons customer service, I was told they couldnt give me any information for 24 hours. Guess what, that period came and went as well, and I still dont have the product I paid for. No apologies or accountability has been offered from Peloton. Im leaving this, to continue to add to the list of complaints this company has received, so that future potential customers are aware, and maybe one day this company will be held accountable for their lack of professionalism.

  Business Response

  Date: 12/03/2022

  We sincerely apologize for the Member's experience. We strive to make sure each Member's delivery exceeds our standards. Unfortunately, the Delivery Team did need to reschedule due to unforeseen circumstances impeding the completion of their scheduled routes on both previously scheduled dates. We've refunded the Member a total of $300.76 for the frustration and inconvenience caused by the reschedules. The Member is currently scheduled for December 21st and we will be closely monitoring this with our delivery partners in order to prioritize this delivery for successful completion.