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

  441 9th Ave Fl 6 New York, NY 10001-1663

• 

  Peloton

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

• 

  Peloton Interactive, Inc

  100 City Centre Dr Mississauga, ON L5B 2C9

• 

  Peloton Interactive, Inc

  151 Bloor St W Toronto, ON M5S 1N5

• 

  Peloton Interactive, Inc

  3401 Dufferin St North York, ON M6A 2T9

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:06/19/2024

  Type:Product 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 sought to purchase an item on 05/13/2024. There was an ongoing promotion of spending $125 or more and receive 40% off. The item I wanted was listed at $112. I added a second item listed at $68 to fulfill the requirements of the offer. Due to the coupon, the first item was increased to $128 and the 40% discount was adjusted to that price. I was lead to believe that this was still a reasonable discount and made the purchase. After 4 days the second item shipped and delivered while the first item was pending. It was on 6/5 that my first item was cancelled and a refund issued for the price of $84.10. Upon finding this issue on 6/16, I contacted the business on 6/19 to correct this issue as the item I had ordered was still in stock and there was no cause to cancel the order. The refund also neglected the discount on the order. Thus, this was a bait and switch, the business incentived me as a consumer to buy items at a discount, cancelled the discount, refunded an item on the guise it was unavailable (yet it was), and left me paying full price for the item I did not want but included to satisfy the requirements of the supposed discount.

  Business Response

  Date: 06/22/2024

  We appreciate you sending this over to us. This is an unfortunate situation that occurs when big sales happen. Some of our hot items go out of stock extremely fast. We apologize for the frustration this has caused and have reached out to the member offering a great resolution for this order and his next order to come. We hope to hear from **** soon! 

  Customer Answer

  Date: 06/25/2024

  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 is an unacceptable resolution. The items were in stock and still remain on the website. I went from receiving a 40% discount on the original order to paying price on the item that shipped and a feckless  apology coupon of 20% for a future item. Again, this was a bate and switch tactic under the guise of a limited offer. They waiting a significant amount of time after the first item ship to execute the cancelation of the remainder order, nearly insuring we would not be able to return the first item. I wont be buying here again and discourage everyone not to use them. They are dishonest and unreasonable. I am not pursuing some extra discount for the inconvenience. I simply wanted my order fulfilled at the price it was originally placed.  

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

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

  Customer Answer

  Date: 06/25/2024

  Better Business Bureau:
  
  Peloton went ahead and refunded the entire order which was more than I expected as an appropriate response. 
  
  Sincerely,
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  Date:06/12/2024

  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 have filed two complaints to resolve my broken treadmill that is only 2.5 years old. I have paid $800 for a technician and a new base and it still doesnt work. They told me I need to spend more money on new rails and a monitor - with no guarantee the problem will be fixed. **************** is sporadic and disjointed. They took a week to respond to me and asked what the issue was. I replied back within the hour and it has been 3 days since they replied to the email and they have yet to reply. At this point I just want to close this matter as it has been over a month dealing with their customer service.

  Business Response

  Date: 06/16/2024

  We apologise for the Member's recent experience. Since this inquiry, we have reached out to the Member and will remain in correspondence until the resolution has been completed.

• Initial Complaint

  Date:06/11/2024

  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.

  Peloton tread which is under warranty is not working. Peloton takes a stepwise repair process, each visit takes 1-2 weeks to determine problem. One part is ordered at a time. Three weeks into process, tread still not working. **************** not offering any alternative process / approach.- First inquiry to Peloton Wed May 29, service scheduled for Monday June 3: At that time determination that mother board need to replaced - ************** visit Sat June 8, technician replaced motherboard, however tread still not working. Now states that base of tread needs to be replaced which has been ordered - ************* visit scheduled now for Wed June 19

  Business Response

  Date: 06/17/2024

  We apologise for any frustration the Member may have experienced while our Team worked to troubleshoot the problems with their Tread. We want to make sure that we review all possible options when performing a diagnosis to ensure that there aren't any problems in the future, which can sometimes include trying multiple fixes. We can confirm that the Member has been reached out to and they have a final repair scheduled; if there any other questions or concerns, we recommend reaching out via their original email thread, or by our support line at **************.

• Initial Complaint

  Date:06/11/2024

  Type:Product 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.

  Before I moved into my new apartment May 25th, I contacted Peloton about switching over my membership to the complexes which have two bikes with membership. The membership can be shared with others. Meaning I would cancel mine and use the apartment complexes membership. As I received instructions on how to do that, I cancelled my membership. It did not work on my personal bike or phone. I lost everything and could no longer use the resources that I previously had. As I contacted support on 06/10/24 they had no clue what was going on since they kept referring to my bike instead of the complex. This is a common issue with contacting support over the years. Now I am back paying for a membership that should be free under Peloton standards of sharing an account. As in the past Peloton likes to blame other issues such as internet or me. This is not the case my app was completely useless along with my personal bike. I used the activation code on my bike and app and still no use out of both. I finally had to get the membership to have it worked again and to get my workouts in. It should not be this difficult to share a membership especially for someone who has been a member for a long time. Peloton loves to take the money of others but to solve issues at hand they won't do it.

  Business Response

  Date: 06/17/2024

  We apologise for any miscommunication or confusion. When utilizing a Peloton membership at a commercial location, our Members are able to log into their personal account on the commercial machine to access their classes and keep track of their workout history, which does not require a personal All Access Membership. However, should they wish to utilize a Membership on their personal equipment or access the App features, that would require a second All-Access Membership as the commercial Membership is owned by the gym. We will reach out to the Member to answer any additional questions they might have, and recommend they call out support line at ************** should they need anything in the future.

  Customer Answer

  Date: 06/18/2024

  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:

  Misinformation is constant with Peloton Representatives.  While I was given miss information more than once about the same subject, I would like 6 months of free membership.  This is not the only time I have been given the wrong information.  The representatives have no clue about classes, their work or any other information pertained to their position.  Honestly, I don't even like to contact Peloton with any questions because 10 out of 10 times it will be wrong.  As a customer it is very frustrating and very unprofessional on their part.  It seems like no one knows what is going on.

   

   

   

   

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

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

  Business Response

  Date: 06/28/2024

  We apologize for any misunderstanding. Commercial memberships are associated with the business' information, which allows them to maintain any of our Bikes or Treads under an umbrella membership while allowing for individuals to create profiles at these locations to access their personal account while utilizing the commercial equipment. Memberships and profiles are separate - a Membership can have multiple profiles, but that Membership will always be owned by a single individual or, in the case of the apartment complex, a corporation. Due to this, if the member would like to utilize the features of the Peloton App or access classes with a personal device, a standalone consumer membership would be required. We will initiate communication with the member to inform them that this is our final position, and following this interaction, we consider this matter closed. 

  Customer Answer

  Date: 07/01/2024

  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 I want 6 months of membership free.  This was the money I was planning on saving.  Misinformation is always given by Peloton Customer representative.  

   

   

   

   

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

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

• Initial Complaint

  Date:06/10/2024

  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.

  We purchased our Bike in Dec 2019, delivered in late January 2020. We had minimal use of it until about July-August, 2020, and have been using it regularly since, several times a week. For the last week or two, there have been connectivity issues to the network that we were told was due to our network, despite the fact that other equipment in the same space has no issues. Then on 6/8/24, the touchscreen gave an error message and stopped powering on. We went through the troubleshooting steps and it was determined that the touchscreen required replacement. I contacted the company and was advised that a new touchscreen purchase would be about $400, and only a 1 year warranty is offered. No alternatives were offered. The touchscreen is less than 5 years old and completely non-functional, and the only offer is to send out the same type of screen with an insufficient warranty. This seems suspicious and I am concerned about shoddy equipment that will need to be replaced for several hundred dollars every few years, in addition to the several hundred dollars of membership fees every year. This seems like a scam. In addition, customer service was rude.

  Business Response

  Date: 06/17/2024

  We apologise for the Member's recent experience, and understand the frustration this has caused. A member of the appropriate Team will reach out to them to run through some troubleshooting options before a determination is made on whether or not a touchscreen replacement is required, and will be sure to remain in communication until a resolution is reached.

• Initial Complaint

  Date:06/04/2024

  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 Tread in January 2022. It broke down in the beginning of May 2024. Peloton support told me to get a new motherboard and it didnt fix the problem. They refunded the money and told me to get a new base to fix the problem. I asked if I needed to pay for it in advance of installation in case the base does not work. They said I had to pay for it in advance in order to install it. I paid for it and they installed it today, and, it did not work. The service tech said I needed a new monitor and rails. I called the Peloton customer service for a resolution and they said I could pay the difference in the rails which is more expensive than the base I was charged. It has been a terrible experience and it continues to be a terrible experience.

  Business Response

  Date: 06/05/2024

  We apologise for the Member's recent experience. We have reached out to them to continue the diagnosis of their Tread and will continue to correspond with them until a resolution has been made.

  Customer Answer

  Date: 06/05/2024

  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:

  Peloton has not responded to the two emails I sent yesterday regarding my broken treadmill.  I have emailed them twice and called them and the issue has not been resolved  

   

   

   

   

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

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

  Business Response

  Date: 06/16/2024

  We apologise for the Member's recent experience. A member of our Team has reached out to the Member and will continue to correspond with them until a resolution has been reached.

  Customer Answer

  Date: 06/17/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and they have responded to me. A technician is coming out on July 19th to hopefully fix my treadmill at no additional cost. 
  
  Sincerely,
  
  *******************************
  
  
  
   
  
  

• Initial Complaint

  Date:05/31/2024

  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.

  Of note, this is the second similar occurrence from this business.Multiple apparel items were purchased from "Peloton Apparel" on 3/24/24. The order number is *******. One item was never delivered (price $28.80). I was never notified that the item would not be delivered. As such, I contacted Peloton Apparel customer service on 4/30 (I have a copy of the chat transcript). They did not provide any reason for the delay or resolution to the matter. Instead, they stated that they would mark the item ready for shipment and that I should expect my item within 7 business days. I never received the item or any further correspondence. On 5/30/24, I once again contacted the business. They offered to refund me the price of the shirt. I also have the chat transcript from this encounter.On 2/15/24, I contact Peloton Apparel for a similar issue regarding an order placed on 1/27/24 (order number *******). I have this chat transcript as well. Three of the items from the order were never delivered. After contacting them, I was told that the items were, in fact, sold out at the time it was ordered. They never notified me this but simply took my money with no plan to notify me or return the money. During this encounter, the refunded my money.

  Business Response

  Date: 06/05/2024

  We apologise for the Member's recent experience. We can see that the out of stock items have been refunded and will reach out to the Member to continue our resolution.

  Customer Answer

  Date: 06/06/2024

  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:

  I did not receive the refund that they claimed.

   

   

   

   

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

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

  Business Response

  Date: 06/16/2024

  We apologise for the Member's recent experience. As of today, June 16th, I can confirm that the Member has been refunded back to their original method of payment. We recommend reaching out via the original email thread or through our support line at ************** should there be any further questions or concerns.

• Initial Complaint

  Date:05/30/2024

  Type:Customer Service 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 have been a Peloton customer since Covid, and I started by purchasing the regular bike, then the thread and lately the rower. January 16th I decided to upgrade my bike as I have loved the company, my fitness journey for 4 years, my family own Peloton, my daughters friends do as well because I believed in it. However, upgrading to the bike +has been the worst experience. The delivery was awful, one of the guys almost dropped the bike, they set it up and didnt even asked me to try and left. The first service complaint was the handle bar was not put on right, the technician realized it needed a new handlebar, the cup holder was missing one part, took forever but was finally fixed, then part of the beltguard had to be replaced. now I cant be out of the saddle because the bike sounds like is over 20 yrs old. So now we have to wait for a technician to come back to replace another part. At this point our bike is being replaced in parts! We have asked for a replacement or simply just give me the money back because Im so disappointed in the company and the customer service is awful! I spent lots of money on their merch, paid for Instructor experience in ******* and ******, and it seems loyalty customers dont matter. I just dont want to keep calling for more parts, i just want my bike to be replaced! Today I found another issue but why would I bother calling the awful customer service who just ignore the situation!??

  Business Response

  Date: 06/04/2024

  Thank you for bringing this to our attention! We were able to review the previous interactions and confirm the member has been scheduled for a repair. We are reaching out to the member now to provide a better resolution!

  Customer Answer

  Date: 06/12/2024

  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:

   I am waiting for the replacement piece promised by Peloton and this Friday. Once I have received it and everything is working I can say my case is closed 

   

   

   

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

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

  Customer Answer

  Date: 06/14/2024

  Better Business Bureau:
  
  

  Peloton has replaced my bike, they have been very helpful

  
  

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

• Initial Complaint

  Date:05/28/2024

  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 bought a peloton tread+ on 4/7/24 and it was just delivered today on 5/28/24. I noticed on 5/5/24 that Peloton was running a spring sale. I contacted them to see if I was eligible and their agent ************** said yes but not until my unit was delivered and setup. So I contacted Peloton today to receive the promotional refund and was treated like **** by the agent I got. He refused to help me in anyway even though he could see the notes from ************** on his end. He said return the unit if I want. I screen shot my entire conversation with ************** and he said that didnt matter that I was misinformed by him. ***** said I didnt purchase the correct package? Well why didnt ****** R adjust my package to make sure I was offered to purchase the correct one and receive the additional items plus a cheaper price than what I was paying? This is terrible service to do this to a new customer and I am seriously considering returning this thing if they dont make it right in some way.

  Customer Answer

  Date: 05/29/2024

  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:05/27/2024

  Type:Product 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 participated in the peloton flywheel bike trade in program. I provided peloton all of my information for the flywheel trade in and now they refuse to honor the promotion. this promotion was the result of a lawsuit. peloton has to legally honor this promotion for every customer, including myself. I have emailed multiple different people with peloton, and they have all ignored me since August 2023. August 2023 is the last time I received a response from anyone at peloton about this issue. I'm very disappointed by how I've been treated by peloton. All I want is my Peloton bike that I was promised in exchange for trading in my flywheel bike. I've sent peloton many emails showing that I was approved for the trade in and they refuse to honor

  Business Response

  Date: 06/02/2024

  We apologise for the Member's recent experience. We will be sure that the correct Team reaches out promptly.

  Customer Answer

  Date: 06/03/2024

  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:

  I have provided the proof for the trade in that peloton requested and I still haven't received a satisfactory resolution

   

   

   

   

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

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

  Business Response

  Date: 06/28/2024

  As our final position, the deadline to request this offer was March 27th, 2020. There are no historical records of the Member reaching out via phone, email, or chat to take advantage of the offer. As a gesture of good faith, the Member was given until June 30th, 2024, to provide valid proof that they attempted to take advantage of the offer after recently contacting Peloton. The Member has been unable to do so. Therefore, we now consider this matter closed.

  Customer Answer

  Date: 06/28/2024

  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:

  I provided all the information, they already approved me for this offer over 2 years ago. The Vice President who approved my request is no longer with Peloton so they have decided to retract my offer. They prematurely retracted the offer. At this point, I will have to file a complaint with the New York Attorney General since Peloton is acting fraudulently.  

   

   

   

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

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