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
10/11/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
I purchased the Peloton Tread as a 5th anniversary present, delivery was scheduled for 10/8 between *****. I received an email regarding a billing issue so I called my cc company and checked my ****, which said pending.. *********** said that meant the payment was approved on their end! I tried putting in the same exact cc info and kept getting an issue online so I called Peloton and was on hold for over an hour being transferred around! I was finally told I'd receive a call back later that day... The next day I received a cancellation email so I called even though I was told not to re order since it could affect my delivery date and time. Finally I spoke to ****** who was very nice. She told me she saw the order and that it was an issue on their end. She kept me on hold for awhile and then finally said she'd get in touch with billing to resolve the issue and call me back within 30 minutes. It's been 4 days and I've even emailed her back with NO response! My anniversary is ruined!Business response
11/18/2021
We sincerely apologize for the Member's experience. We worked with the Member to provide prompt delivery and gave them free weights due to the inconvenience. The Member received their Tread on October 19 and is happy with the resolution.Initial Complaint
10/09/2021
- Complaint Type:
- Delivery Issues
- Status:
- Answered
On 8/30/21 I placed an order for the Peloton Tread for $2,694.60. I did not hear anything about the delivery until 9/10/21 when I received an e-mail directing me to reserve a delivery time. I reserved a time for 9/16. My card was charged on 9/15. On 9/15 I was contacted and told my delivery was rescheduled for 9/17 due to overbooking. I took off work to take delivery. On 9/17 I received a text from the delivery service that an issue had occurred, my tread was on the truck and I was the next stop but they couldn't deliver and would "unload my tread" for another day. I was informed the next day available was 9/23. I took off work for delivery. I was texted on 9/22 that they were "over capacity" and unloading my tread for another day. They said the earliest was 9/21. I rearranged my schedule. They did not text again, I got an e-mail saying my delivery was reschedule for 10/2. On 10/2 I got an auto-email moving my delivery to 11/4. Peloton has issued credits but can not guarantee deliveryBusiness response
10/12/2021
We sincerely apologize for the Member's experience. We strive to make sure each Member's delivery experience matches our ideals. Unfortunately, the Delivery Team did need to reschedule due to unforeseen circumstances. We did refund the Member a total of $432.00 for the frustration caused by the reschedules. We will escalate this matter and follow up with the Member to ensure they are scheduled promptly. We let the Member know that we would waive three months of All-Access Membership. We have processed the Member's feedback on this matter and will take steps to improve.Initial Complaint
10/08/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a Peloton Bike+ at the beginning of September. I spoke with a customer service representative prior to purchasing as I heard about the nightmare the delivery process takes. I was assured that the delivery of Pelotons was back on track and the long wait times were due to the spike in popularity during the height of the COVID shutdowns. I received a delivery date of the following Saturday. However, without notice, my delivery date was rescheduled. I was told that it was due to the warehouse not having my bike in inventory. Since I placed the order relatively recently, I thought nothing of it and accepted the new delivery date. We are now on our seventh delivery date with no real end in sight in regards to when we may receive our bike. I have chatted with multiple customer service representatives and get the run around each time with no resolution for when my bike may be delivered. I have taken time off work and rearranged my schedule and am severely frustrated!Business response
10/11/2021
We sincerely apologize for the Member's experience. We strive to make sure each Member's delivery experience matches our ideals. Unfortunately, the Delivery Team did need to reschedule due to unforeseen circumstances. We did refund the Member a total of $217.50 for the frustration caused by the reschedules. Additionally, we have reached out to the Member and let her know that we waived her All-Access Membership for three months. We have processed the Member's feedback on this matter and will take steps to improve.Initial Complaint
10/07/2021
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
I ordered a treadmill 21 September 2021 order *********. They have rescheduled me for delivery five times. Ive missed time at work. They send the same basic apology email or a simple your delivery has been scheduled email. Ive talked to customer service about five times. Ive emailed a few times and spoken with them through FB messenger. They took $100 off the tread for one missed delivery, in which I had to call to find out they were not coming after waiting for them and a promise to ensure delivery next time. Then same outcome. For the delivery today I verified 24 and 48 hours prior only to receive an email about a reschedule for 16 October 8pm the night before. I called and they offered $200 off and a date for tomorrow. An hour later no email, no money off and a reschedule for 19 October. All they keep saying is pandemic related each time. I have spent all this time waiting and dont want to cancel. I dont want another cancelation. There is a pandemic but this is ridiculous!Business response
10/11/2021
We sincerely apologize for the Member's experience. We strive to make sure each Member's delivery experience matches our ideals. Unfortunately, the Delivery Team did need to reschedule due to unforeseen circumstances. We did refund the Member a total of $530.00 for the frustration caused by the reschedules. They are scheduled for an appointment, and we will do our best to ensure it gets delivered. We have processed the Member's feedback on this matter and will take steps to improve.Customer response
10/13/2021
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory as far as compensation, but does not guarantee delivery on 19 October 2021. I will accept this response with the hope that I will not receive another cancellation for my next delivery.
Sincerely,
***************************
Initial Complaint
10/04/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I ordered a product from them in July, it was scheduled to be delivered on September 28th. It arrived damaged so the delivery team told me I will need to reject the delivery. I have contacted them everyday since with no resolution. Each person tells me something different and I have had no success in rescheduling a delivery for the item that I paid for.Business response
10/09/2021
We sincerely apologize for the Member's experience. We strive to make sure each Member's delivery experience matches our ideals. Unfortunately, this did not happen, and the Member was not rescheduled. We have since reached out to the Member and have informed them that they will be contacted for scheduling. We have also refunded $214.50 for the frustration caused by this experience. We have processed the Member's feedback on this matter and will take steps to improve.Initial Complaint
10/02/2021
- Complaint Type:
- Product Issues
- Status:
- Resolved
In July I ran into an issue with yhe bike and was told by customer service to not use it until a technician could review it. Technician could not come for 3 weeks so for fhe inconvenience I was offered August at no charge (so membership would be waived for Aug.). This did not iccur and I was charged. So I emailed again and was told apologies, you will receive a refund for the membership charge. I did not. I emailed again and was told I had in fact been refunded the august membership fee and was given a receipt to provide to my credit card company that showed otherwise. I called my credit card company to be told they never received the refund and they would dispute it. 3 days later peloton unilaterally cancelled my membership for no other reason than the fact Is disputed the charge. At no time did they review the issue or reach out. I have been a loyal customer whos been singing their praises for the last 2 years so their treatment is at best deeply offensive and at best fraudulent.Business response
10/07/2021
We sincerely apologize for the Member's experience. A free month of Membership was offered, but it was unfortunately not applied to the Member's account. When the Member disputed the charge with their bank, our Billing Team proceeded to cancel the Membership, as per policy. We have now reinstated the Member's Membership and applied two months of free Membership for the inconvenience. We have additionally processed the Member's feedback to the correct Teams.Customer response
10/13/2021
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
10/01/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My dad, ******* **********, purchased me a Peloton on September 5, 2021. We placed the order over the phone with a sales representative. My dad and I were both present on the call. Peloton advertised delivery times as being 2 weeks or less. I was shocked when they said my delivery date would be September 9 - four days after purchase. Since then, my delivery date has been changed more than a handful of times. My dad has been billed and I haven’t received my bike. XPO and Peloton don’t seem to communicate, so I’ve been calling back and forth to figure out what the hold up is, why my bike is never delivered when they say it will be. I’ve heard various excuses for not receiving my bike ranging from XPO truck issues, to my bike not making it on the truck, and also was told there’s no inventory for me to receive a bike. I now have no indication of when my bike will arrive. I’ve just been told I’ll be contacted by XPO or Peloton when they finally have a bike to deliver. Please help.Business response
10/07/2021
We sincerely apologize for the Member's experience. We strive to make sure each Member's delivery experience matches our ideals. Unfortunately, the Delivery Team did need to reschedule due to unforeseen circumstances. We did refund the Member a total of $321 and waived four months of All-Access Membership for the frustration caused by the reschedules. We have reached out to the Member, and she is scheduled for delivery within the next few days. We have processed the Member's feedback on this matter and will take steps to improve.Initial Complaint
09/30/2021
- Complaint Type:
- Order Issues
- Status:
- Answered
I am on my third attempt to have my treadmill delivered. Please see the attached timeline.Business response
10/05/2021
We are very sorry to hear about the Member's delayed delivery. There are times when our ***************** need to reschedule deliveries due to unforseen circumstances. Our Team has refunded $350 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
10/07/2021
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:My third delivery attempt scheduled for 10/7 was unsuccessful with no communication from XPO. I have cancelled my order. Short of hearing from the
Peloton CEO personally, I will not be purchasing another Peloton product. Peloton's response of "unforeseen circumstances" preventing delivery does
not reflect a stance of taking responsibility for a lack of communication and customer service. It was never about a refund for me. I simply wanted my tread to be delivered.
-***************************
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
***************************
Business response
10/19/2021
We sincerely apologize for the Member's experience. Our delivery partner missed the appointment, and we are trying to rectify the situation. We have reached out to the Member and offered them $350 and one month free of All-Access Membership. We will ensure their delivery goes smoothly if we are given a second chance. We have processed the Member's feedback on this matter and will take steps to improve.Initial Complaint
09/30/2021
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
I am a Peloton customer seeking a return on my bike that was purchased just over the 30 day return period. I am dissatisfied with the product and unable to get any restitution due to the return period. If Peloton was offered through Amazon or Walmart this would not be an issue. This caliber of a company needs to have a customer service program to backup their product to ensure customers are happy. •Extreme lack of customer service for returns •Lack of 30 day return policy stated clearly •I purchased and had a Peloton Bike Generation 3 delivered on July 12th, 2021. •I paid a total of $2008.70 •I spoke with a manager over the phone named ***** (Reference #********), he was very unhelpful and lacked any knowledge or support to customer satisfaction. Ultimately, I feel Peloton should extend their return policy, accept my return and make this change to increase customer satisfaction, if they believe in their product. This is my very first time filing a BBB complaint.Business response
10/05/2021
We are very sorry to hear that the Member does not enjoy her Peloton Bike. At Peloton, we have a 30 Day In Home Trial, during which time our Member's have the option of returning their product it does appear that the Member contacted us on day 49. However, we will reach out to the Member and offer an exception to this policy to return her Bike.Customer response
10/07/2021
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,
***** *****
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Customer Complaints Summary
1,139 total complaints in the last 3 years.
313 complaints closed in the last 12 months.