Complaints

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:06/21/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 treadmill and upon delivery my home was damaged due to inadequate staff to complete the job. They were many hours late with no explanation, and arrived at 730pm. The delivery men were short handed and unable to handle the weight of the treadmill with just 2 men. They subsequently drug the treadmill through my home rather than picking it up, and put it down on every step (3 flights) of stairs, creating deep gauges in every step. They continued to drag it after they passed the 3 flights of stairs, destroying my hardwoods and even my engineered hardwoods in the room that they eventually placed it. To make matters worse, they were completely unaware of how to assemble the treadmill and left it in disrepair, with broken pieces and pinched wiring. The treadmill was making thumping noises and not functional. Since then Peloton has given us the run around. After many months they eventually replaced the treadmill, but initially offered to only send a repairman out. They additionally refuse to give us any answers in regards to the damages and continually push us to harass RXO Delivery (their subcontractor) for a resolution to the damages to our home that total over $5,000. *** refuses to handle the issue and wont return communications. This is my last step before taking legal action.

• Initial Complaint

  Date:04/23/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 have tried unsuccessfully for almost two weeks to have peleton honor the extended warranty to repair my non functional bike. I have spent about 7/8 hours on the phone or on the chat support function trying to rectify the situation. Every person I speak to has a different answer. I was told this was being handled by a supervisor and they were going to reach out to me today with 24 hours of our support chat yesterday. That never happened. If they will not support their product or the very expensive extended warranty then they need to arrange to pick up the bike and refund my money. All Ive asked for is for the bike to be repaired. AIT their maintenance and repair company refuses to give me a repair date even though I called on Monday to tell them Id be out of town and that I wouldnt be home until Saturday. The next day I received a text there was a slot open for that Friday even though the CS agent said she would notate my return date in the file. After declining that appointment they said theyd provide a new date with two/three business days. I have heard nothing from them since this past Tuesday. I called ait on Saturday morning and they refused to schedule me. I chat supported with peleton on Saturday and they assured me that a supervisor would get back with me in 24 hours and the situation had been escalated. Heard from no one from peleton. Reached out again today and was told it would be another two weeks before I could possibly get a date for repair. I have all the chat transcripts to prove I have done everything correctly but they are refusing to repair the bike anytime in the near future. There actions/inactions in thus situation have been unacceptable. CS agents do not do what they say they will do to help you, they dont respond to emails and they keep giving me new dates even though I am doing everything Im supposed to do. Please help.

• Initial Complaint

  Date:04/18/2023

  Type:Product Issues
  Status:

  UnansweredMore 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.

  We purchased a peloton bike in 2021. We fell behind on monthly payments and fees for the bike after my mother in law was diagnosed with stage 3A lung cancer. Our world then revolved around taking care of her.We made some of the payments but about ***** is left and we are being hounded by ************** asked peloton to return the bike but they said that it is pass the 30 day return. I told them the situation and they did not bend. Due to extenuating circumstances we would like to return the bike and get the refund for the remainder of the bike. They can take the bike it is in great condition they could use it in one of their studios nearby ** in Manhattan.

• Initial Complaint

  Date:03/28/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  On 3/7/23, I contacted Peloton customer service regarding my treadmill losing power in the mid workout and restating minutes later. A field technician was sent out to investigate the issue. The field technician concluded the source of problem was the result of a lose power source located at the base of the tread. I was instructed to take a video of the power source and send to ****** , to review and authorize a replace of the tread. Upon doing so, ******* approved the replacement of the tread base under my warranty . ****** utilizes a third party delivery service called *** Logistics to deliver and assemble its products. On 3/16/22, *** Logistics arrived, and inquired if I requested Peloton to replace the entire tread or just the base, I stated, Peloton only authorized the base. The *** employee stated , I should have requested a replacements of the tread because in there experience with other customers when they have replaced parts of the tread, the tread will not work properly, or will not function at all. I advised *** to complete the order as requested. Meanwhile , while they were disassembling my tread, I was informed the the previous assembly team(same company), must have damaged the wiring in the rails as it appeared there was a hole in the wiring that runs from the hand rails to the monitor/ screen of the tread, and to call Peleton, and request a new tread . I immediately called Peleton while the *** Team continued to assemble my tread. ****** stated they would send new hand rails but would not be able to replace my tread as I needed to wait and see if the problem would be resolved with the tread base replacement. Although I expressed my concerns about bringing this to their attention while my warranty was still active, The peloton representative stated that was there policy. After *** completed the installation of the tread base. They ran a calibration test, and the tread was making a loud and horrible noise it never made. The technician acknowledged it should not make that noise, and advised me to call Peleton to replace the tread, after informing him that I already spoke to Peleton, and they would not do so , I requested he replace the original tread base that I had prior to his arrival because my tread was now inoperable. The *** staff called his supervisor , who stated that due to the time they were already at my home they could not complete my request ,and I needed to call Peloton. After several negotiations *** and Peloton and *** affirmed(promised) I would receive a tread replacement the following date of 12/18/23. However, the following date I received a call stating that the truck broke down and I would need to call to reschedule delivery. After many additional phone calls and text messages, I rescheduled a delivery for 3/27/23, . *** arrived at my home , although it was a different person, I was asked the same questions and informed the same thing as the first people that completed the assembly, and advised to call Peloton to request a new tread because the replacing of parts on the tread does not work. I was also informed that whomever assembled my previous tread , had assembled it incorrectly. Upon assembly , I inspected the tread, and it was visually not leveled and I noticed gaps in the base, that *** possible needed to be tightened. However ,the delivery company reused to make any adjustments, and the tread did not turn on at all. Worse than before, I once again called Peloton about the issue, and was still not issued a new tread ,and told to wait and additional week to receive the handrails , prior to determining if I can receive a replacement tread . Each delivery , my tread has gone from operable to non operable and Peloton continues to send a tread base and seems unbothered by any inconvenience this has caused in lieu of sending a company that continues to assemble their products ,while telling its customers that when the company attempts to replace parts on the tread vs the new tread it does not work. To date I still do not have an opposable tread , I have a base in my garage that the *** company did not take because it was not on their work order , that if stolen, I could possibly financially responsible for. I believe that Peloton treads are extremely expensive and they are non responsive and slow to resolving any issues and meanwhile my warranty is set to expire at the end of this month, and they are encouraging me to buy the extended warranty instead of resolving the matter timely .

• Initial Complaint

  Date:02/02/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 Peleton on Nov. 16. Delivery was scheduled for Dec 4, but my basement was flooded that day, so I needed to postpone. Since then, I have been unable to reach anyone on the phone. Every time I login, I get the same message, that my delivery is scheduled for Dec. 4. It has been stuck on that for over a month. I had a chat last week (after waiting for an hour) on their customer service site, and they said someone email right away and would schedule delivery. I just want my bike delivered, and could have used that money elsewhere if I knew I would be stuck in the position. I am recovering from surgery and the bike would facilitate my recovery.

• Initial Complaint

  Date:12/10/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Peleton delivered treadmill. It was not set up properly and cannot function. After several calls to various customer service reps, I scheduled them to come back and fix. Earliest date was two weeks out but they promised to escalate the matter. After repeated calls, company said could not escalate *************** to come out any earlier. Now have treadmill sitting in basement for which I paid but does not function. *** spent hours on the phone trying to get this resolved; the team is out making deliveries but refuse to come fix the non functioning machine they left in my basement. Would love help in resolving this.

• Initial Complaint

  Date:10/11/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Purchased a Peleton Tread and the model Was recalled. We set up A return. They confirmed that they received the item. They still have not issued a refund. A total of 5 phone calls each lasting 2 hrs or more. All state they will issue refund but never do. Today they told me it would be **** days but they said that over 10 days ago. I just want my refund.

• Initial Complaint

  Date:09/29/2022

  Type:Product Issues
  Status:

  UnansweredMore 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 bought a Peleton for ******* in january of 2021. It was delivered in March of 2021. Im August of 2021 I became pregnant and ill and have not used my peleton much since then. Now that I am feeling better September 2022, I go to turn my Peleton on and the screen is not working properly. There are lines running through it and it will not turn on. This is a manufacture issue as this peleton is gently used and is handled with care. I was charged an additional ****** for a new screen. I am requesting a refund of ****** for the screen as I have not even used the machine for a full year and even if I had used it for a full year, the machine should not be malfunctioning! I paid ***** for this bike. This is unacceptable!!!!!!!!!!!