Customer ReviewsforPeloton

Just bought my bike back in March of this year and now I cant even use it because they bricked their screens. Ive never had so many problems with a company or a customer service center than with ********************. The people in charge need to be investigated, they charge you for a service, then take away the one thing that lets you use the service, then on top of that they have the nerve to charge you MORE MONEY, to trade in your screen to get a new one. Corporate Criminals

Thank you for bringing this to our attention. You have an older secondhand Bike. The Bike was out of warranty, and if any issues occurred with the screen, you would be provided with the option to purchase a more up-to-date touchscreen. We are happy that you have decided to buy the Bike. If you have any questions or concerns with your new Bike, please contact us, and we will be more than happy to assist you. In the meantime, if you need anything else at all, please do not hesitate to contact us at ************, or email us **************************************** We are here to help, and your satisfaction is our top priority

My bike is less than 3 years old and for $2000 I expected it to last for years. My bike currently displays a white screen. I called Peloton support. The first guy I spoke to was no help. After multiple times being put on hold, I asked him if someone from Peloton can come and look at the bike. He said it's $160 for a technician and they're going to tell me I need to replace the monitor. He said my warranty is up and the monitor is $400. I told him this bike is basically new and for $2000 it should last more than 2 1/2 years. He basically said there's nothing else he can do for me. I called again to speak to some else. She had me send videos so she can try to troubleshoot. When I called back I spoke to now a third person. He said he reviewed the video and it looks like I'll need to replace the monitor. I said that's unacceptable I shouldn't have to replace the monitor already. He offered me 20% off and said there's nothing else he can do. I asked to speak to a supervisor. He said the supervisor will call me back in ***** hours. After waiting a week, I call now for a fourth time and speak to a new person. I tell her I'm waiting for a supervisor to call me. She tells me there was no request made for a supervisor to call and in fact my last phone call was not logged at all. After this a supervisor called me about an hour later. He tells me I need a new monitor and he can offer me 20% off. I again said I shouldn't need to replace the monitor on a new bike. How do I know after paying $400 to have it fixed it's not going to break again in a year. He said he has complete confidence in this product and if I get it fixed it will last for years. I said how can you have confidence in the bike lasting years once its fixed when a new bike didn't last.Even with normal wear and tear I shouldn't have to replace parts so soon. He told me he can schedule to fix my monitor at 20% off if that works for **** told him I am not ok with it and it's ridiculous for me to pay that much money.

Can you give less than 1 star? Ive been a peloton member since 2020. I am currently on my second treadmill and I purchased the extended warranty. My treadmill gave me the screen of death on Friday, it is now TUESDAY and I cant even tell you how many phone calls and emails I have made. For a machine I spent over three thousand dollars on and use EVERYDAY you would think the customer service wouldnt play games with you. Today, I got told they can schedule a technician but they have no dates so I WILL have to keep checking back in order for my treadmill that stopped working out of nowhere to be serviced. I just dont understand how this companys customer service can be so horrible. I am currently on hold with customer service for the third day in a row and Ive been on hold for over an hour as Im writing this complaint. I am appalled that this is how I am being treated after spending an hour and 15 minutes on the phone. The representative also HUNG UP ON ME because there is NOTHING ELSE SHE CAN DO.

Thank you for bringing this to our attention. 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 would be happy to contact 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 will also be sure to address the member's concerns regarding their experience with Member Support as well. We now consider this issue resolved and closed.

I have had zero issues with my bike+ but about 3 months ago when the issues began with the entertainment function, I didn't have access to the MAX *** and I could no longer expand my screen using any entertainment ***s. I have had several different conversations with Peloton Support and none of their fixes have worked. They told me "you will have to but another screen" which is an absurd answer given this all seems to be a software issue not hardware. I asked to talk to the supervisor on my last call and was told that the supervisor would call me shortly. The supervisor finally called me a full day later at 10:05 PM which is an absurd time to call someone. I missed the call as it was late and from an unknown number. I then received an email from the customer service rep right after the call saying that her supervisor had called and to call back. I asked what number to call as I don't want to go through the entire process again and I have received zero response back. At this point, I am about done with Peloton with the way they have handled this and the fix being "buy a new display" instead of fixing the software issues they have. Absurd for how expensive the product and monthly fee is.

We apologize for any frustration this has caused. Our streaming feature is in a beta phase causing some features to be unavailable at times. This is not the case for the *** **** We confirmed *** is not available at this time on any of our Peloton products. We encourage our members not to purchase a new screen considering this will not resolve your *** request. We have provided the member with this information along with a few Membership waivers. While we do have some Supervisors later than expected, we apologize for the late phone call and appreciate the feedback on how we can better communicate. This feedback helps us to provide a better member experience. We look forward to hearing from the member and ensuring this matter is fully resolved. 

Their customer service is incompetent. I contacted them because my handlebars became unstable. They haven't been able to resolve this problem and worse, have now completely alienated me because of how they treated me. A brief summary:*1st agent sends me a video of how to repair (after disconnecting) but the instructions indicate a new part is needed. This was never mentioned prior to disconnect, nor was it clear how to obtain the part. This required I re-engage them.*2nd contact - after lengthy back and forth, the chat times out because of the agent (not my) inactivity. This means I have to start over a 3rd time.*3rd contact - also disconnects before complete because of their inactivity *4th contact - I ask to speak to supervisor. I'm told it'll take 48 hours. I also receive a 3rd solution to this problem (same day/problem, 3rd agent with 3 different solutions). He disconnects the chat before complete.*I try calling. I did receive a nice and helpful agent. However, she offers yet another solution that seems clear is incorrect. *I later receive an email from another person with a reasonable and helpful solution, part of which is to send a tech on them. I agree but only one date is offered for this and I'm out of town on that day. I ask for more options.*Several days pass with no response. I ask for follow up. A couple days later I get a response but from a different person. They indicate the tech didn't come because I didn't select a date. I respond by repeating what is in the email history - they only offered one unworkable date.*I receive another email with a link to schedule with a tech. Again its only one date and the SAME date they offered previously in which I indicated I was out of town. They repeated the mistake.*During this process I requested 3 separate times to speak to supervisor, each time being told it would be 48 hours. Its now been several weeks without a single outreach attempt.There's more but insufficient space to detail.

Thank you for bringing this to our attention. Since receiving this review, the member has been in communication with a Peloton Member Support Supervisor, and has scheduled their service repair for a date that is feasible for the member. We completely understand the member's frustration in regards to this situation, and we sincerely apologize for the inconvenience this member has endured. We appreciate the time and effort the member dedicated towards submitting their feedback. Now that the member's issue has been addressed and resovled, we consider this matter closed. 

I am a bike owner since October 2014 and now recently heard that my perfectly good screen on a fantastic original bike will not work past 6/19/24. I was never informed and called the company twice asking for a discounted price I heard that they were offering. No one could help me at the 800 number and I called three times. The last time I asked for a supervisor to call me back which never happened. Some on the Peloton original owner website said they were offered a substantial discount. I am stuck and no one is helping me. Ive had my bike for almost 10 years.

We apologise for the Member's recent experience and any miscommunication that *** have occurred. A member of the appropriate Team will reach out to assist the Member with their current inquiry.

We purchased the Tread+ which came with a couple of issues that were remedied after a few months of required troubleshooting steps and scheduling of parts delivery before ultimately having a new Tread+ delivered and set up. The difference in experience is like night and day - the treadmill is now stable and works perfectly. We appreciate Peloton for standing by their product.

The 30% cash back promotion is completely a scam. They never issued the cash back and their support will only ask you to contact a third party, who never reply to your emails.

I would give zero stars but it wont let me. I purchased a Peloton tread over a month ago and first couldnt get it delivered because the delivery company wouldnt call or come during the window. Next, they finally came and didnt build it completely, waited another week and they never showed, waited another week and one came but it doesnt work, waited another week and they brought a new one but didnt have time to build it. I cannot get Peloton customer service to solve this issue and any representative I talk to doesnt call me back like they said they would. *** asked to speak to someone higher up to help me and they said they would get back to me with in 24/48 hours and that never happened and I was told that 4 different times. I spent ***** on something and the customer service is the worst Ive ever dealt with. Took 5 days off of work waiting for delivery drivers and I still dont have my tread running. I was told by the shipping company I would be VIP and priority and that hasnt happened. Peloton has yet to make this right! They offered a month free, how about a discount on the tread or reimbursement for all the days I took off?!

Thank you for bringing this to our attention! We are happy to help with an alternate resolution. We are reaching out to the member now to ensure they are able to get their Tread+ up and running immediately! 

Company repeatedly rolls out software updates that brick the devices then blackmails customers into paying more money to fix things they did not damage. This has happened with updates in 2021, 2023, 2024 and is well documented online by many customers. I used to believe in this company but now it's feeling a bit scammy. After paying 5k over the past 4 years for their products, it's just not worth it.

We apologise for the Member's recent experience with their product. We will reach out and work closely with them to resolve any issues they may continue to have.