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

  152 Christopher St New York, NY 10014-2838

• 

  Peloton Interactive, Inc

  25 The West Mall Etobicoke, ON M9C 1B8

• 

  Peloton Interactive , Inc.

  5050 Oakbrook Pkwy Norcross, GA 30093

• 

  Peloton

  401 Newport Center Dr Newport Beach, CA 92660

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:05/23/2024

  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 am writing to formally file a complaint and request for resolution regarding my Peloton bike, purchased on August 12, 2020. Despite the bike's high cost, we have experienced multiple issues with its components that suggest significant manufacturing defects, which have severely limited its use and compromised our safety.Purchase and Warranty Details:Date of Purchase: August 12, 2020 Order Number: ********* Cost: $2,168.79 Issue Summary: # of Actual Usages of the Bike since purchased in 2020: 224 times for cycling, averaging only 64 times per year.Repairs: Multiple repairs required since purchase, starting within the warranty period.Customer Support Interactions: Documented delays and inadequate resolutions, including refusal to replace defective parts without additional high fees, despite acknowledgment of defects by service technicians.Concessions on Charges: Pelotons offer to discount the replacement frame from $900 to $625 after persistent complaints, repairs, and threats of further action suggests an acknowledgment of the bike's inherent defects. This price reduction, while not solving the core issues, indicates an awareness of the defects that contradict their claims of normal wear and tear.Despite repeated attempts to resolve these issues amicably, the solutions offered by Peloton have been unsatisfactory and have not addressed the fundamental problems with the bike. A service technician explicitly stated that the parts should not be wearing out so quickly given the low usage, indicating a defect present during the warranty period.As part of this claim, I am seeking a full replacement of the defective bike at no additional cost or a complete refund to compensate for the unusable product and poor customer service experienced. More importantly the company needs to honor their product warranty. I have compiled order summaries, repair records, photos, videos, communication logs, and product usage details for further reference.

  Business Response

  Date: 05/26/2024

  We hate to hear ******** has been unable to receive an alternate resolution for the issues she Is experiencing with her Bike. Unfortunately, members outside of their 30 day Home Trial are ineligible for a refund or return. We have ordered the service at no cost outside of the warranty period in the past. Our Executive Support team also informed the member that while we strive to provide durable and reliable equipment, the natural wear and tear of moving parts like bearings is unavoidable over time, particularly with extensive use or multiple riders. Without an Extended Warranty on file, we are limited on the courtesy repairs we can provide. We are currently working with the member and offering an alternate resolution. 

  Customer Answer

  Date: 05/28/2024

  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:

  The proposed options do not align with the severity and persistence of the issues I have encountered since purchasing the bike.
  
  The option for me to pay to replace the bike frame, which has been defective since the initial purchase and during the warranty period, is not acceptable. This issue is not just about the cost but about the principle and repeated inconvenience. Its clear that the bike had inherent defects from the start, significantly impacting its usability and my families safety.
  
  Given the history and repeated need for significant repairs both within and outside of the warranty period, I insist on a more comprehensive resolution. I would like Peloton to consider one of the following options:
  
  A complete replacement of the bike with a new unit at no additional cost, accompanied by a one-year warranty. This replacement should be free from the defects that plagued the original unit, ensuring reliability and safety.
  A full refund for the bike, allowing me to seek an alternative solution that meets my needs for reliability and safety.
  
  This bike was a significant investment, and the ongoing repairs and safety concerns have greatly diminished both its value and utility. My goal is to resolve this issue in a manner that restores the value and trust I originally placed in your product.
  
  I look forward to a prompt and positive response and hope we can resolve this matter amicably and fairly. 
  
  ******** ******
  
  
  
  
   
  

  Business Response

  Date: 06/23/2024

  The Member experienced an odd noise while riding a few times since their purchase on 8/20/20. At the time of purchase, the Member had the option to get an extended warranty beyond the first year, which would have provided 27 months of coverage in case of any issues. The limited warranty expired on 8/20/2021. The Member has had four completed services for their product: on 7/27/22 (with a small fee incurred), 11/29/22, 5/4/23, and 3/7/24. As a gesture of goodwill, the last three appointments were provided at no cost. As our final position, we have offered a discount on a new Bike and the ability to purchase an extended warranty at a discounted rate. With that said, we now 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 dont agree with this response. My prior request is a compromise to resolve this matter. 

   

   

   

   

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

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

• Initial Complaint

  Date:05/22/2024

  Type:Delivery 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 treadmill a little over two years ago - Jan 2020. The treadmill stopped working about 3 weeks ago. I called the Peloton customer service department and the soonest a technician could come out was almost a month out. I called another outside technician. When they came to figure out the problem, the technician said he called Peloton customer service and they said to replace the motherboard. I ordered the motherboard and had the same technician out to install it. When the treadmill still wasnt working, the technician told me the costumer service department said the entire base needed to be replaced for $950. At that time I already spent $400 for the motherboard and technician fees. The quality of the equipment is terrible. The customer service department said they could not drop the price but would waive the installation fee. I asked when they could come out and they said I had to pay for the base before I could get a date of service. I did not feel comfortable giving them more money and finding out they could not fix the machine for another couple of months. Poor customer service and quality of equipment.

  Business Response

  Date: 05/26/2024

  We hate to hear ******** had a poor experience while seeking a resolution for the Tread issues recently reported. Unfortunately, we are unable to provide a full refund for products outside of the 30 day Home Trial. The service we recommended at a lower price point was not successful, therefore we provided an alternate resolution, refunding what was paid and offering a discounted price after confirming a major component needed to be replaced. We will be working with the member to ensure this is resolved immediately. 

  Customer Answer

  Date: 05/30/2024

  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:05/21/2024

  Type:Sales and Advertising 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.

  False advertising the app+ membership states it is for cycle classes without specifying that the membership will not work for the equipment they sell, beyond that they sold the bike to me at a markup then reduced the price just after the trial period expired, this business is incredibly shady

  Business Response

  Date: 05/25/2024

  We hate to hear that ***** is requesting a refund. The App Tiers were introduced 1 year after his initial purchase however we understand how that might have been confusing. Our App+ can be used in conjunction with a cadence sensor on your Bike+, however the Apps can only be displayed on smart devices, such as smart TVs, laptops, or tablets. Regarding the Bike+ Sale, we honor all sales that are released within 30 days of delivery, as long as the member is within their Home Trial. No price matches are honored after the Home Trial is over. The member is no longer within their Home Trial and ineligible for a refund or price match. We have shared the details with the member and offered a resolution. 

  Customer Answer

  Date: 05/28/2024

  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:05/08/2024

  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 rented a bike, it clearly states I can return at any time at no cost to me for returning or shipping in the contract. I have been trying to return for months. I keep trying to reach someone and they transfer me till the system hangs up on me. I can't afford the bike any longer and I don't use it as I have injured my knee. Please help.

  Business Response

  Date: 05/08/2024

   Thanks for sharing the Member's experience. This is certainly not the feedback we look to receive regarding our rental program and returns. We will reach out and ensure that their concerns are addressed and return is completed promptly.

• Initial Complaint

  Date:05/07/2024

  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 bike as refurbished April 3rd. It arrived April 7th. I've used it 4 times since then. The 4th attempt at using it an error occurs. I spent ********************************************************************************************************************************* However, Peloton would not do so. They claim that this is the risk I took buying a refurbished bike. While I understand this, the product they sold me is defective and should not have been sold as refurbished as refurbished indicated repairs have been made for the bike to be back in working order. I am asking for either the tablet to be replaced at no cost to me or that the company takes the bike back and issues a refund again at no cost to me.

  Business Response

  Date: 05/08/2024

  Thanks for sharing this experience with us. We would like to apologize for the misinformation the Member received and can confirm that our team was proactive in reaching back out to the Member to ensure this situation was properly rectified.

  Customer Answer

  Date: 05/09/2024

  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:05/07/2024

  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.

  My Peloton tread will not turn on and has not turned on for almost two months. I purchased the extended warranty good until August 2026. FOR FIVE WEEKS, I have been told that the 3rd party repair company is coming to service the tread and NO ONE HAS SHOWN UP. I have taken time off work to be home for this repair that has yet to happen. THIS IS A SCAM AND I AM SICK OF IT. I have been told this is getting escalated to a supervisor and NO ONE WILL CONTACT ME. WORST COMPANY EVER. EVER.

  Business Response

  Date: 05/09/2024

  We are very sorry to hear of this Member's poor experience. We will reach out to this Member and work with them directly going forward. As of now, we have determined the parts they need to resolve this issue and they have been ordered. We will be escalating this appointment to ensure it is successfully completed as soon as possible. 

• Initial Complaint

  Date:05/06/2024

  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 purchase a Peloton Bike+ on 15 Mar 2022. Came with one year warranty and I purchased the extra 12 months making it a two year warranty. The bike worked perfect for two years. On 21 Apr 2024 I rode the bike and everything worked. On 22 Apr 2024 the screen was malfunction and only certain parts of the screen would work when I touched it. I Called Peloton and immediately told I need to replace the screen for $650.00. Called later and they sent a tech out who did not do technology trouble shooting and only did assemblies and disassemblies. I called peloton again. Told there was no fix. I would need to pay $650 for new screen and there was a $159 service fee for a tech to come out and repair. Still debating. I think the rep said they could waive the $159 but at that point i had to hang up because I was going to lose my mind.At this point I have $2,400 in the bike+, $1,000+ in the monthly fee, and now I need to pay an additional $809 to replace the screen. The screen is in perfect condition, no scratches, and been inside my climate controlled house. There is a recall on the screen if youre under warranty and there are hundreds of people with the same exact problems with their screens. I also find it weird that the screen has no problems for two years and then goes bad when my warranty expired. BUYERS BEWARE!!!! But you are Probably here because of the same problem.

  Business Response

  Date: 05/08/2024

  We are very sorry to hear of this Member's experience, and sorry to hear of the misinformation they received regarding the Bike+ Touchscreen. The Bike+ is not under recall, and we have reached out to this Member to provide clarification on this misstep. As a courtesy we are going to be replacing their Touchscreen on the Bike+ free-of-charge. 

  Customer Answer

  Date: 05/09/2024

  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.

  I would like to add that Pelotons customer service whom contacted me explained the situation and provided a resolution to my problem. I was not expecting a full replacement free of charge but I appreciate it and it showed they are willing to fully back their equipment.  
  

  Sincerely, 

  
  *******
  
  
  
   
  

  
  

• Initial Complaint

  Date:05/05/2024

  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 Row in March and it was delivered on March 22. I contacted Peloton on April ****************************************************************** on April 22. In the interim I was still charged 1st payment via Affirm on April 17.To date, I have nothing from Peloton confirming my return & processing the refund on my 1st payment. I also see that I'm still going to be charged (again) this month via Affirm because Peloton has not informed Affirm to cancel this purchase.I've called Peloton twice about this & all I get is that it is being handled but they are still not processing my refund or canceling the monthly payments with Affirm. Representative today tried to imply that this is because I still owe money on my other Peloton equipment- which was paid off before I ordered the Row!This is not acceptable customer service for a global company trading on the *****

  Business Response

  Date: 05/07/2024

  Thanks for sharing this Member's concern with us. Upon reviewing tracking information, we were able to confirm that all items had not yet been returned to allow a full refund. We will contact them and work to receive proof of return to process the necessary refund.

  Customer Answer

  Date: 05/08/2024

  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:05/03/2024

  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 had to file to get Peloton to provide a base swap at a reasonable price and the piece of equipment they brought is already making squeaking noises. At the request of Peloton, I provided multiple videos of the noise and they ordered parts and scheduled a service appointment. On the day of the appointment the tech never showed and Peloton never reached out. I had to reach out multiple times inquiring as to what was going in and they basically told me repair isn't possible but to send mover videos of the noise. I was already on the phone multiple hours and provided all required videos for diagnosis so this feels like I'm just getting the run around with hopes on their end that I will just give up. I should be compensated for all of my time and headache due to their sub standard customer service. I just want a working item that I paid for.

  Business Response

  Date: 05/06/2024

  We apologize for the experience the Member has received. Our Support team will continue to work with the Member following the severely discounted service offered and will ensure that a successful resolution has been reached.

  Customer Answer

  Date: 05/07/2024

  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:

  This all started when I simply wanted service on my existing Tread+.  After several rounds of back and forth, sending in videos, being given the run around, scheduled service appointments cancelled by Peloton with no notice to me which led to more hours on the phone figuring out what happened and why I wasn't notified.  Now we get the base swap completed for $1k for the $5k treadmill I originally purchased simply because they wanted this old base model out of my house due to recalls with ZERO attempts to make a repair despite the problem being diagnosed, parts ordered and received then appointments scheduled and cancelled, they forced me to do a swap so I don't consider the $1k to be a discount as they forced me to do it with no attempts to repair the original base which is much more substantive than the cheaper, lighter based they have transitioned to due to declining sales so THAT IS NOT A BENEFIT to me as they claim.  Now I get the new base and it is making a squeaking sound and Peloton again makes me go through the whole process, wait weeks only to not show up on the day of the appointment prompting me to call in again only to say they want to do another base swap.  These swaps are very labor intensive and there are LOTS of chances for small parts to get broken so I'm not ok doing this over and over.  They need to either refund my money so that I'm made whole with the treadmill I initially bought with my concession being that I took the new (cheaper) base and we go our separate ways. 

   

   

   

   

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

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

  Business Response

  Date: 05/16/2024

  Thanks for sharing your feedback. Please know that we are here to assist and are able to provide the options available to you as covered under the limited warranty. While your specific request *** not have been met, we assure you that our team has provided the appropriate feedback and path to resolution based on our repair guidelines.  

  Customer Answer

  Date: 05/17/2024

  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 a response on the same day the last message was received and clearly stated I'm not doing another swap as we have already tried that.  I've also clearly stated acceptable resolutions so it is on Peloton to decide, not me.

    

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

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

• Initial Complaint

  Date:04/29/2024

  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.

  The bike causes so much pain in my lower back and legs until I just completely stopped trying to ride it. The upload below lists the details of my description.

  Business Response

  Date: 04/30/2024

  ***** for contacting Peloton. Our Member's have the ability to return their Home Trial eligible products within 30 days of delivery. If this order qualifies, we ask that the Member contact our Support Team to initiate the return. If the delivery was completed more than 30 days ago, we will not accept return.