ComplaintsforPeloton

• Initial Complaint

  10/28/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased a Peloton Bike in August under their program to try it for 30 days and be able to return it if not satisfied, no questions asked. Bike was delivered by their delivery company who did not follow any Covid protocols even though the Peloton webpage said they would follow them. On the first ride on the bike, clicking noises came from the bottom bracket and the pedals slipped after adding higher levels of resistance. Called Peloton customer service and arranged to return the bike. It took several more calls to get the bike picked up 2-3 weeks later. The bike and accessories were returned Sept 26. Looked for the refund on our credit card 2 weeks later and the refund was not there. Called their customer service again on Oct 23 and asked about the refund. The rep said that she would contact billing and we would have the refund in 5 days. Called on Oct 28, and the rep had no record of a refund, or notes about the previous call. Said the same scripted responses and that she would have to send an email to billing and that Peloton didn't give customer service a number to call billing. Several calls have been made about the refund of the bike cost and membership cost and Peloton customer service is either totally incompetent or it's just a runaround and delay tactic. Maybe they should include a fraud in the inducement notice in their advertising that if you take them up on their trial offer and return the bike they wiil do their best to ignore the consumer and keep the money as long as possible. I don't see any difference in the customer service or ******************** as a company that the BBB mentioned had improved in October 2021; both are dismal.

  Business response

  11/10/2021

  We sincerely apologize for the Member's experience. The Member's credit card account has been credited as a result of a charge dispute filed with the Member's credit card issuer. The dispute investigation is now resolved, the Member has been reimbursed through the charge dispute and no further reimbursement is required.

• Initial Complaint

  10/28/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Peloton is engaging in deceitful and unfair business practices and I am seeking a resolution. My issue is specifically regarding the recall of the Tread + which we own. We contacted Peloton the middle of September requesting a pick up and return of the Tread + along with a refund (all of which are allowed under their recall). The representative in the recall department scheduled a pick up of our Tread + for Thursday, October 21, nearly one month from when I placed the call in September. On October 21, due to Peloton supposedly sending out the wrong team and the wrong truck, our Tread + was unable to get picked up. We were subsequently rescheduled to that Friday, October 22; they then had to reschedule that as I was supposedly never scheduled (even though I received an e-mail confirming my Tread + would get picked up. I then got rescheduled again until Tuesday, October 26 but sure enough, the product did not get picked up then; and ultimately yesterday, Wednesday, October 27, the same thing happened again. I have made numerous phone calls to them and have sent them numerous e-mails where the company lies and continually promises things that never come true. Yesterday, October 27, for example, I called 4-5 times and was on hold for close to 2 hours; during 2 of my calls I was told that the truck was en route; the final e-mail I received late last night saying that they are fully booked up and now they cannot pick up my Tread + until November 20 between 6-8 pm; I know based on my experiences up to now that come that date, my Tread + will somehow not get picked up again; it appears Peloton is deliberately not not picking up my product and issuing me a refund; we continue to be charged monthly for the Tread + as well. We are demanding that this product be picked up within a couple of days and are also seeking a one year credit towards our membership (we still own the bike) due to their unacceptable practices.

  Business response

  11/11/2021

  We sincerely apologize for the Member's experience. Our Team is actively working on this inquiry and we are in communication with the Member to reach a resolution. Additionally, we have processed the Member's feedback to improve our policies and practices as we move forward.

  Customer response

  11/18/2021

  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

  10/27/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I paid $3,031.71 for the Peloton and once it was delivered the person damaged my wall and the bike did not work. We called and made the complaint and the support team told me that they would not replace the bike and they only offered to repair it. I did not pay over $3K for non-working bike and they refused to replace it. So I told them I want to return the bike for a full refund and on the pick up day I waited for 5.5 hrs and then called to see why they didn't come. Peloton support told me that they didn't have room on there truck and it was my responsibility to contact them to reschedule a pick up. They never gave me the contact info and I had to call back to speak to someone else and then I was told that they would escalate the issue and get back to me. I still have not recieved my refund and don't know when it will be picked up.

  Business response

  11/08/2021

  We sincerely apologize for the Member's experience. We strive to make each Member's Home Trial as pleasant as possible. A repair would ensure the Member receives a resolution quickly. We understand the Member would prefer a new unit and will help assist with that. We have picked up the Member's Bike and will reach out to the Member to make this situation right.

  Customer response

  11/16/2021

  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]

   Peloton refused to replace the broken bike they delivered and would only send a tech to fix it, they added that they don't do replacements only fixes.  I the bike was finally picked up after them not showing on two pick up dates not no notice,  I wasted a lot of time waiting for nothing and I had to call and insist that they pick up the bike the following day and they completed the task on the third try.

   

   

   

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

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

  Business response

  12/07/2021

  We reached out to the Member to see if there was anything we could do to make them feel comfortable continuing with Peloton. Unfortunately, the Member decided they were more comfortable returning the Peloton. If the Member chooses to give us another opportunity, we will ensure the Member's experience is different.

• Initial Complaint

  10/26/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased and received peleton bike in 2020 before the company slashed its prices by $500. I used the buy now pay laterDeal with affirm and am still making payments on the bike for the original price for it. I feel I got screwed over by Peleton and when I called to discuss this issue with their customer support team, they tell me theres nothing they can do. Instead they offered to send me a care package. This company is totally unethical. I want a price adjustment since I still owe $500 on the bike.

  Business response

  11/03/2021

  We are sorry to hear about the Member's experience regarding our recent change in price. At this time, only orders placed or delivered after July 27 are eligible for this price adjustment. After reviewing the Member's order, it appears it was delivered on January 11, 2021, and would not be eligible. We are processing the Member's feedback on this matter, and should any eligibility criteria change, the Member will be contacted.

• Initial Complaint

  10/26/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We purchased a Peleton treadmill on Aug 30 given the options for delivery and we chose the last date available Monday Oct 4. On Friday Oct 1 at 1635 we received a call stating they are over booked and need to push our delivery out weeks, we refused as we chose the last date on purpose to get the time off of work to be home. Oct 4th obviously came and went and when we called we were now told the warehouse doesn’t have our unit and rescheduled us for Friday Oct 22. Well Oct 22 came and went and when we called Oct 23 we were told sorry nothing has come and they don’t know when we will get our unit. When asked when the next shipment in they responded with they do not know they come when they come. Our next delivery date ‘if’ something comes in is now Nov 29. We have now missed 2 days of work and have to request yet another day with NO guarantee it will come then.

  Business response

  10/28/2021

  We sincerely apologize for the Member's experience. We will reach out to the Member and take the appropriate steps to resolve this matter. 

• Initial Complaint

  10/25/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a peloton bike in July of this year and my bike was delivered on the 15th of July. On July 27th the price of the bike was reduced by $400. I contacted Peloton **************** and requested a refund of $400.I spoke to customer service and then a supervisor who was sarcastic and dismissive. When I asked to speak to a manager I was told the manager "didn't have time, he was doing management things".I was contacted by **** *. and she stated she would pass my request on to the proper team but I haven't heard anything.

  Business response

  10/27/2021

  We are sorry to hear about the Member's experience regarding our recent change in price. At this time, only orders placed or delivered after July 27 are eligible for this price adjustment. After reviewing the Member's order, it appears it was delivered on July 12 and would not be eligible. We are processing the Member's feedback on this matter, and should any eligibility criteria change we will be reaching out to them.

• Initial Complaint

  10/25/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased my peloton bike that I still have not received back on 10/12/2021. I’m contacting you because the bike was suppose to be delivered 10/22/2021 between the hours of 5pm-8pm. The bike not only showed up over 2 hours late at 1020pm but it arrived damaged (dirty, scratched, dented and scruffed up all over). It was suppose to arrive in a box to be set up in my hoe. But it was already put together at the warehouse where the damage took place before reaching my home. I refused the bike so they could Bring me a different one. Even the monitor box was beat up. When trying to set up another bike to be delivered they are saying over 2 weeks and no promise it won’t arrive in the same shape again. Peloton has already been paid and I still have not product for my payment. I have been trying to work with supervisors there for resolution with promises of Calling me back the same day and no one calls me back or follows thru with correcting this matter. I would really like to speak to someone

  Business response

  10/27/2021

  We sincerely apologize for the Member's experience. We have worked with our delivery partner to ensure the Member has a delivery within the next few days. $265 was refunded due to the delivery experience, and a complimentary gift has been sent out. We have reached out to the Member and processed feedback on this matter, and will take steps to improve.

• Initial Complaint

  10/25/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased the upgraded Peloton Bike in January 2019. I gave my sister the old bike at that time, and she set herself up on that bike with her membership. I was reviewing my account today and saw I had been billed since then for two memberships. I reached out to Peloton to get this fixed, only to be told that it is my fault I did not catch it, and they would only refund three months of the 22 months they have billed me to double. They verified the account has been inactive since then. If the desire of a policy is, hope they don't catch us so we can profit off if it is very shady and, I believe, theft. Below are the memberships:******* Not been in use since 1/2019 ******* Active when purchased the bike Plus 2/2019 As they did not cancel when the ownership changed, it is only fair and reasonable to refund the entire amount of $920.26. The amount offered, $125.49 or 13% of the amount billed, is nothing more than theft on Peloton's part. I did not have a bike sitting in the corner that I am now mad I paid for two years on that I did not use. I had purchased a new bike and was paying for a membership on that bike.

  Business response

  11/04/2021

  We sincerely apologize for the Member's experience. After reviewing the Member's account and situation, based on what we have found, the Member had two active Memberships from 09/12/21-10/12/21. We believe the Member's original Membership was never canceled when the Bike changed owners. While we are only able to refund discrepancies like this within 90 days of the charge, we will make an exception in this case and refund eight months and waive six of the Member's upcoming All Access Memberships charges to balance out the charges. We have processed the Member's feedback on this matter and will take steps to improve.

  Customer response

  11/09/2021

  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

  10/24/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered a Peloton tread Aug 31 and it was set to be delivered Sept 24th by XPO. It has been rescheduled 5 times since then. No cals, no show from XPO. XPO now calls and say they can deliver it Nov 26th because all their trucks have been booked with deliveries. I’m not sure what to believe. One minute XPO says they do not have the tread at their warehouse, the other is they have no drivers available. I live 2 hours away from Minneapolis. The same distance to the delivery XPO warehouse in *****. Can’t they deliver by Peloton or I can pick it up myself. I doubt that XPO will deliver it Nov 26th. They’ve missed it 6 times already and by then we will be into the Christmas season. I doubt I’ll get it then.

  Business response

  10/29/2021

  We are very sorry to hear about the Member's delayed delivery. There are times when our Delivery Partners need to reschedule deliveries due to unforeseen circumstances. Our Team has refunded $429.50 for these reschedules, and our Leadership Team is directly monitoring this next delivery attempt to ensure no further delays. We will be sure to update the Member and to be in touch to confirm the delivery is complete.

  Customer response

  11/02/2021

  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 am hoping that the Tread will be delivered this time on Nov 19 as they have re-scheduled. 
  
  Sincerely,
  ****** *******  
  
  
   
  

  
  

• Initial Complaint

  10/24/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My Peloton was delivered on 10/22 and was defective, the touchscreen did not work. The people delivering the Peloton said that they were just the delivery people and they couldn't do anything about told me I needed to contact Peloton customer service. I contacted Peloton customer service and spoke to more than 8 people on 10/22 who all had a different response and resolution to the problem. I already waiting 2+ weeks to have the bike delivered, and then I was told that I would have to wait another 2-3 weeks to have to it looked at by a technician/potentially fixed. I threatened to cancel my order and have them come pick the bike back up and I eventually spoke to someone that same day that said they would be shipping out a new touch screen, since that was the defective piece of the bike, and they were going to expedite the touchscreen so I would receive it on 10/26. They also offered me a $100 apparel credit as a courtesy to help make up for the problem. I was told I would receive confirmation emails and tracking information for everything that was discussed by Saturday morning, 10/23. I never received any emails on Saturday and on Sunday morning, 10/24, I decided to call Peloton again to check on the emails I was supposed to receive on Saturday. I spoke to 3 different people on Sunday morning and all 3 of them were giving me a totally different response to the problem than what I was given on Friday and no one could confirm whether or not I would actually receive the touchscreen on Tuesday. I am constantly getting the run around from Peloton. I paid more than $1500 for this bike and for them to deliver a defective product to me and not be more urgent and willing to correct their error is ridiculous. I already took time off of work on Friday 10/22 for the delivery and I should not have to continue taking my time to sit on the phone and talk to multiple people to find a resolution to a problem they caused.

  Business response

  10/26/2021

  We sincerely apologize for the Member's experience. We sent the Member a new touchscreen, extended their home trial, issued a one-month waiver and a $100 apparel credit. We will continue following up with the Member and see them through resolution. We have processed the Member's feedback on this matter and will take steps to improve.
  
  

*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. ↩