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

  3401 Dufferin St North York, ON M6A 2T9

• 

  Peloton

  401 Newport Center Dr Newport Beach, CA 92660

• 

  Peloton Interactive , Inc.

  5050 Oakbrook Pkwy Norcross, GA 30093

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:03/09/2024

  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 purchased my peloton tread in July 25, 2023. It was working great until it stopped powering on in December 1st. I reached out to Peloton via their customer service chat. Initially they were quite unhelpful indicating it was an issue with power in my house. After having an electrician confirm that it was not the outlet or power to my house; on December 10th, 2023 they decided to finally send out a technician to my home. Except my order was then immediately cancelled. I called the next day and spoke to a different customer service rep and they entered a new order for a technician to come out to my house. I scheduled the technician visit on Jan 5th. The technician arrived reviewed the tread for 10 mins and indicated he needed parts. But needed to place an order. It took 3 weeks for the parts to get ordered and a new tech visit was scheduled. That appointment was cancelled 3 times by Peloton not me. And at every step only received an email with no explanation. We finally got a tech to come to my house on March 4th. Only to be told that they didnt have the right parts. I am back to waiting for a new part to be delivered and hopefully get a tech out. We are now at 4 months without use of this crappy machine with no fix in sight which is half of the time I have own it. I want my money back!

  Business Response

  Date: 03/19/2024

  Thanks for contacting Peloton! We apologize for the experience the Member has had with their Tread. We were able to confirm that the necessary parts have been ordered and the Member has a service appointment scheduled with our repair team. Given the geographical location our teams availability is limited but we are working to ensure this is completed as soon as possible.

• Initial Complaint

  Date:03/08/2024

  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.

  Peloton Bike+ delivered May 2021 for a purchase price of $2695.00. **** had been riding overall well up until the touchscreen stopped working about 2 weeks ago (screen turns on but is completely unresponsive to touch). I researched this problem which seems to be widespread for the Peloton Bike+ purchased around this time period, but there are no obvious recalls on the Peloton website. I contacted Peloton customer service who asked that I troubleshoot the touchscreen. When troubleshooting efforts failed, I was asked to send a video of the problem to their support team. After sending a video showing the problem, I was advised the screen would need to be replaced, but that since warranty has passed, I would have to pay $650 and replace the screen myself, or have a technician ************** for another $159. Given my concern for this being a problem that developed after relatively low use (less than 100 rides), and having seen others experience the same issues on online forums, I requested to speak with a supervisor to request replacing the item free of cost since it seems the problem is inherent to the product itself (or possibly even software malfunction).A supervisor named **************** then responded advising the screen could not be replaced at no cost, but that he could give me further troubleshooting advice. It seems extremely misleading and deceptive for a company to tell me "The screen needs to be replaced for $650 in order for it to work" only to then later offer more troubleshooting when I refuse to pay. If a company asks you to spend $650 for a repair, they should be certain there are no other possible fixes.I expressed my frustration with this approach and was advised my complaint would be escalated to commercial support over a week ago with no response. I have personally followed-up with this email and have yet to receive a response. This entire time I am paying $44/month for a membership I cannot use. I want this resolved as soon as possible.

  Business Response

  Date: 03/18/2024

  We are very sorry to hear of this Member's ongoing Touchscreen issues. A Supervisor from our Support team correctly advised that a replacement would need to be purchased out-of-pocket provided the Member's warranty ended in 2022. However, in an attempt to help turn this Member's experience around, we will be reaching out to offer a Touchscreen replacement at no-cost to the Member as a one-time-courtesy. 

• Initial Complaint

  Date:03/04/2024

  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 the Bike+ Refurbished for $1,995 on 1/19/24. Payment was processed on 1/26/24 and I received the bike on 2/5/24. **** was set up (my wife was home) without issue. My wife used the bike the following day but the saddle kept tilting back and forth. She assumed this was normal as we are both new to this. I used bike Sunday 2/10/24 and the saddle shifted so much I couldnt use it and towards the end of my ride the seat kept falling down. The saddle screws were clamped all the way down meaning the saddle shouldnt move. As for the seat height no clue. I was frustrated that when setting it up they did not catch this. Called service who said we needed a new saddle and a service. Never received the email to schedule. Called ****** on 2/12/24 and finally got them to send the schedule email. We are now 24 days later and I cannot get an appointment. Saddle is here though. I have called multiple times, emailed, virtual chat and cannot get a timeframe answer. They gave me 3 months free, doesnt help when the bike doesnt work. They told me their scheduling software was down. Then another told me they would elevate my service and I didnt hear anything back from that on 2/27. We are extremely frustrated, they took our money and left us with a unusable item. Their customer service is nice but they offer no solutions or answers. I either want them to replace the bike as a whole at this point or give me my money back. But they hang up when you talk about a refund and say it was technical difficulties.

  Customer Answer

  Date: 03/07/2024

  Better Business Bureau:

  I reached back out to the company Wednesday 3/6/24 after another week of zero follow up from Peloton. 
  

  They have agreed to replace the bike as a whole and not just parts. The new bike is scheduled for delivery Monday 3/11/24. However it took a 50 minute phone call and I had to re-explain everything from the start again. ****** initially said they would not replace the bike and only parts to which they would walk me through installing them. I pressed that this was not acceptable after a month of waiting on tech support. They admitted this should have been the original steps taken when I first called for service. They also admitted they sent out the wrong parts to begin with and that I did not need a technician. I demanded that I speak to someone with more decision authority or to take the bike back and refund my money. After being denied a bike replacement based on it being a minor technical issue per Peloton. Once I made this request, the decision was reversed and they would now replace the bike without having to speak to a higher authority. Peloton also said they did in fact not have technicians in my area, when previously they said they did. 

   

  I will not recommend anyone purchase a ******. And I am still leery about the replacement bike working. But for now it is resolved. I will say the support specialist I spoke with this final time was more helpful than the other 3 I had spoken with before. But overall ****** customer service is lacking. 

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

• Initial Complaint

  Date:03/02/2024

  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.

  Approximately one year ago, I purchased a class credit for myself and for my husband, hoping to do a live in person bike class for a surprise 60th birthday party for my husband. I knew that the credit was nonrefundable, but I assumed that surely, I would be able to schedule an in person, biking class on a weekend within a year Little did I know that the sign-up process for the in person classes is an online queue every Thursday midday for classes six weeks in the future. I have tried to join the queue multiple, multiple times, and each time I end up at # ****-3000 in the queue and never even come close to having a chance to sign up for a class as they very quickly fill up. Unless I am a bot and can get to #*** in the queue, I do not see how it is possible for the average person to obtain a spot in class.We recently received an email, informing us that the class credits will expire. I believe that this is some sort of conspiracy since it seems virtually impossible to secure an in person class once you have purchased a class credit. Perhaps if they did not allow people to sign up for in person classes more than once every six or 12 months, that would open up more spots? Or, if they see that your class is expiring that they could give you a special login to obtain access to Open classes?Either way, it is a ridiculous system, and if I had known that it would be virtually impossible to sign up for a class, I never would have purchased a class credit for myself and for my husband. I am requesting a change of policy and procedure from Peloton in addition to refunding the $60 I have spent on class credits that cannot be used.

  Business Response

  Date: 03/24/2024

  Thanks for contacting Peloton! We are sorry to hear of the experience the Member has received while attempting to book a Studio Class. Due to great demand and limited availability, we have implemented a new system to help with the booking process and to ensure all Member's have the opportunity to take a live class. If the Member is still having an issue with booking, we ask that they reach out to our Member Experience Team by email at ****************************************

• Initial Complaint

  Date:02/28/2024

  Type:Customer Service 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 worst experience Ive ever had with a company. I received the bike on 12/14/23 and the bike broke after 60 days on 2/15/24. Monitor not turning on. Tech support indicated monitor cable to be replaced. Installed new cable, still doesnt work. Then tech support indicates that the sensor needs to be replaced. I ask them to pick up the bike and issue a refund. Im an older person and dont want to spend the time I have left on this earth on hold or emailing tech support. Several calls and promises that a supervisor will call me to discuss a refund/return. Days go by, more phone calls to tech support. Many, many disconnected calls. Many promises for call backs that dont happen. No calls from supervisors. I give up, tell them to just fix the bike. Yet another tech support person tells me that actually the bike needs a whole new brake package but that Peloton will replace the broken bike with a new one. Im okay with that. Then, she gets back to me saying it will be more than a month before they can replace my bike but theyll send a technician to fix the broken bike. Okay. Then she tells me there are no technicians in my area , but shell stay in touch to try to resolve the problem. I renew my request for a refund. 2 weeks later, the bike still sits, broken. This is an extremely dysfunctional company. If you value your time and sanity, stay away from Peloton. Also, they only publish favorable reviews on their website.

  Business Response

  Date: 03/11/2024

  We apologize for the experience the Member has had with our product and our Support Team. We have worked to ensure that the Member's Bike has been repaired and is functioning correctly.

• Initial Complaint

  Date:02/28/2024

  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.

  The worst experience Ive ever had with a company. I received the bike on 12/14/23 and the bike broke after 60 days on 2/25/24. Monitor not coming on. Tech support indicated monitor cable to be replaced. Installed new cable, still doesnt work. Then tech support indicates that the sensor needs to be replaced. I ask them to pick up the bike and issue a refund. Im an older person and dont want to spend the time I have left on this earth waiting on hold or emailing tech support. Several calls and promises that a supervisor will call me to discuss the return. Days go by, more phone calls to tech support. Many disconnected calls. Many promises for call backs that dont happen. No calls from supervisors. I give up, tell them to just fix the bike. Yet another tech support person tells me that actually the bike needs a whole new brake package but that Peloton will replace the broken bike with a new one. Im okay with that. Then, she gets back to me saying it will be more than a month before they can replace my bike but theyll send a technician to fix the broken bike. Okay. Then she tells me there are no technicians in my area but shell stay in touch to try to resolve the problem. I renew my request for a refund. This is an extremely dysfunctional company. If you value your time and sanity, stay away. Also, they only publish favorable reviews on their website. They didn't publish this one.

  Business Response

  Date: 03/11/2024

  We apologize for the experience the Member has had with our product and our Support Team. We have worked to ensure that the Member's Bike has been repaired and is functioning correctly.

• Initial Complaint

  Date:02/28/2024

  Type:Order 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 purchased the original Tread on 11.16.18 for the price of $4,365.24. With the recall, and having three and six-year-old boys who are very active and seeking, I felt it was a must that I return my Tread for the much safer model. However it turns out minus the new safety feature, the Tread replacement, nearly six years later, is virtually the same. What is not the same, and what I am consequently seeking retribution for, is the excessive price tag coming in at $6,494 - nearly $2,000 more!! Regardless of features or improvements, which seem theyre arent much as mentioned, this seems wholly unfair. I was lucky enough to wait until Black Friday to get $1,000 off, however this still left my total (with 48 month extended warranty factored in) at $5.823.64. I think this is, for lack of a better term, is highway robbery! I should not have been essentially forced to pay a massive premium for a product (already premium) that is basically the same, to ensure the safety of my children. I pled my case with Peloton representatives several times for them just to brush me off. Therefore I am seeking a refund or credit in the amount of the difference of the original price against what I just paid. That would be roughly $1,500. As Peloton only reimbursed me $4,100 for the original Peloton, when Id pleaded to be reimbursed the full price of the current model. Peloton should not be able to operate in such an entitled manner, disregarding the plea and logic of a VERY loyal customer. Please assist me in securing the refund, as that is only fair.

  Business Response

  Date: 03/10/2024

  We apologize for the experience the Member received. As the recall for the Tread+ was voluntary, Members had the option to return for a full refund by 11/06/2023 and we provided ample notification of the recall period. Returns after this date had been advised that the refund amount would be prorated with no exceptions. The other option was for Members to await the approved repair which was released earlier this year in place of return for refund.There are no discounts or credits available for Members who decided to return the Tread+ for refund. Members were not prohibited from taking advantage of any sales or promotions that were offered.

• Initial Complaint

  Date:02/27/2024

  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.

  On Saturday, February 24th, I was running at 6.5 miles per hour on my Peloton "Tread+" and without any warning, the machine abruptly stopped. The belt stopped turning and the screen turned off. Because I was running at a high speed, I fell off the tread and injured my arm. Immediately following this incident, my tread displayed an error message and would not turn on (it has remained in that state ever since - image of error message attached). I called Peloton and they told me that because I purchased my Tread+ in July 2020, it was no longer in warranty and would cost me over $1,000 to fix it and return it to safe running condition. When I shared pictures of my arm injuries (images attached), they offered me a 40% discount off the original repair quote. My Tread+ is three years old and has been used approximately 100 times. It is a $5,000 piece of equipment that has barely been used. Warranty or no warranty, this equipment should not injure anyone like it did me, and I should not need to pay $600-$1,000 to return it to safe running condition. I attempted to attach my written correspondence with Peloton but the file was too large - I'm happy to share that and any additional information needed. Many thanks for your help seeking a resolution to this!

  Business Response

  Date: 03/11/2024

  We apologize for the experience the Member has shared. We have reached out to the Member and will be working directly with them to ensure this matter is properly resolved. 

  Customer Answer

  Date: 03/15/2024

  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:

  An escalation representative from Peloton did reach out to me from an unmarked/unlabeled number and left me a voicemail.  He told me that the only way to reach him back would be to respond to his email (which he sent immediately following his voicemail) and to give him some times that would work for him to call me.  I did so within minutes and proposed multiple time windows.  When I never heard from ***, I supplemented those available times with more available times.  I have followed up with him four times over the past week via email and I still have received no response from *** - he completely went dark after his first time attempting to connect with me (a copy of all of our written correspondence attached).

  I have yet to be in contact with anyone at Peloton. My tread is still broken in my garage, and there has been no offer to fix it.

  Not only is this not resolved, I think *** misled the BBB in his response to you indicating that he would resolve this directly with me.  He has completely ghosted my attempts to connect with him and this customer care process is maddening.

  Many, many thanks for your help with this!

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

  Business Response

  Date: 03/20/2024

  Thanks for contacting Peloton. Our team is actively working with the Member. Our last communication was 03/18/2024. We advise our Members that follow up communication after receiving a response in escalated matters is ***** business hours. Upon review, we have confirmed that the Member is pending a courtesy base swap to resolve the issues she faces with her Tread+.

  Customer Answer

  Date: 03/21/2024

  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:02/27/2024

  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 express my deep disappointment and frustration regarding the unresolved issue with my bike's broken screen. It has been nearly two months since the screen on my bike broke, rendering it unusable for its intended purpose. While I appreciate receiving the replacement part, I was dismayed to find that it arrived without any accompanying instructions on how to install it myself. I reached out to your customer service team for assistance.To my dismay, I was informed that a technician would need to come out to replace the screen. However, I was further disappointed to learn that your company does not currently have a technician available, and there is no clear timeline on when one will be available.As a paying customer, I find this situation completely unacceptable. Not only am I unable to use the bike for which I am still paying, but the lack of a resolution after such a significant amount of time is incredibly frustrating and inconvenient.

  Business Response

  Date: 03/10/2024

  Thanks so much for sending this our way. We have connected with the Member and provided them with self service install instructions as our field team is facing a severe backlog causing delays in scheduling appointments. We are working directly with the Member to ensure this is resolved quickly.

• Initial Complaint

  Date:02/26/2024

  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.

  Been a loyal paying member of the Peloton app for years paying 12.99/month and now they want to keep collecting my money and only give me access to 3 cycling classes a month forcing me to upgrade to their new membership price of 24 $ a month so I canceled. That is a rip off!

  Business Response

  Date: 03/10/2024

  We apologize for the experience the Member has received. As we have launched new tires for the App, our Members were provided with future notice of the upcoming changes and provided with a grace ****** allowing access for a limited time. Additionally. this Member has a subscription through a 3rd party and all billing is managed directly by Apple.