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

  754 758 Main St West Vancouver, BC V7T 0A5

• 

  Peloton Interactive, Inc

  100 City Centre Dr Mississauga, ON L5B 2C9

• 

  Peloton Interactive, Inc

  151 Bloor St W Toronto, ON M5S 1N5

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: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.

  I have canceled multiple times multiple ways for multiple months and still keep getting charged

  Business Response

  Date: 03/10/2024

  We apologize for the experience the Member has received. The Member has contacted Support and has been advised of no active memberships. We are working with the Member to locate charges and identify if they are fraudulent or if the member used an alternate email address not provided to us to thoroughly research the charges referenced

• Initial Complaint

  Date:02/24/2024

  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.

  In March 2021, I purchased a Peloton bike. I believe the final price was about $1,500. Since then, I have used the bike a few days per week. However, about three months ago, I started to have problems with the bike. I got in touch with peloton support through chat and they recommended different parts for the bike. I paid for these out of my pocket and my husband assembled them. After two failed tries, I insisted on a tech coming to my house. The tech came, was extremely impressed with how my husband had installed the parts, and told me I would need a new frame at $950 dollars without tax or the cost of the tech. I e-mailed peloton and have been going back and forth and they have brought it down to 50% off and covering the cost of the tech. I am outraged. I have barely used this bike and it is less than 3 years old. While I understand it is out of warranty, I believe it to be absolutely insane that I am having to put this much maintenance into a very expensive bike. I have no problem with routine maintenance and upkeep and this is why I initially was content with buying the replacement parts. However, a new FRAME at less than 3 years old??

  Business Response

  Date: 03/18/2024

  We are very sorry to hear of the trouble that ******** is having with her Bike. After reviewing this case, it looks like this Member's warranty ended 03/09/22, meaning any services or parts needed would need to be paid out of pocket. We have already offered one complimentary service of replacing the sensor and covering the cost of the technician. Given this did not resolve the issue they were experiencing we have offered a 50% discount on the needed frame swap and unfortunately we are not able to offer any further discount. 
  

  Customer Answer

  Date: 03/19/2024

  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 is absolutely ludicrous. I have not even been on the bike for 200 rides over the last 3 years and it needs a frame swap worth over ***** dollars?? When the bike was ***** new?? This speaks to the quality of the bike.  If I had been using the bike daily, I would understand the wear and tear. I just cannot fathom such an expensive piece of equipment to require new parts that are this expensive with such little time after purchase and such little use. 

   

   

   

   

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

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

• Initial Complaint

  Date:02/23/2024

  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 ordered a service request to have my peloton treadmill moved in December 5th, The treadmill was supposed to be moved on December 27th and no one came to move it. They then called me and said that they realized when they came to my house that they needed more people (they never came to my house) and said they needed to reschedule and would call me to expedite the process. They never called and for weeks I just received text messages saying I needed to reschedule, so I called to ask if I should just fill it out. They said no, they still needed to hear from the service manager. On February 5 (2 months later) I contacted peloton to cancel my order. They agreed and said they canceled the order and had processed my refund and it may take 7-10 days to show in my account. Since then they have wiped my order history on the website and the money was never refunded.

  Business Response

  Date: 03/07/2024

  We apologize for the experience this Member received. A refund of $263.75 was processed to the Member on 02/23/2024 and should be reflected within 7-10 business days. We have also provided the Member with the *** (tracking) number to share with the bank to confirm the refund to his account.

• Initial Complaint

  Date:02/23/2024

  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.

  My wife and I purchase the Bike (not Bike plus) in November 2019 and have had consistent issues. Here is the write up related to what has been replaced (my wife's post on Facebook):***Bike Metrics not appearing on screen for 6 months***Today weve reached the boiling point.Our bike stopped showing metrics back in October. We called Peloton support and they ordered a new monitor cable and sensor. A technician came out and installed both, and we thought it was resolved but after one ride, the metrics failed again. A calibration kit was ordered and we had another technician come out. That technician worked on the bike for an hour and wasnt able to get the metrics to work 100% but we did have metrics so we were happy. Again, after a couple of days the metrics stopped working properly (resistance stuck at 100% - the ***************************** bike as a friend referred to it). After troubleshooting with Peloton we caved and ordered a new touchscreen for a reduced price of $400 (refurbished screen). Once it was delivered, we installed it but metrics were still not working (now mid-January). We worked with Peloton support and ordered a new calibration kit, but that didnt work so another technician came out in early February. He replaced the cable and sensor (again).They sent an email letting us know that they can replace our bike frame at the reduced price of $300. ?? Has anyone in this forum had a similar situation? We dropped $2300 on this bike in Nov 2019, only to have it stop working properly in Oct 2021, invested another $400 for a new touch screen we didnt need, and they now want us to spend $300 on a new frame that *** or *** not resolve the issue. So frustrating. And we havent been able to use the bike as intended for 6 months. In February 2024, the technician from ******* came out for $159 to fix the bike's metrics again and was not able to do anything. He has fully documented the case as well - Work Order ********* Replace this bike!

  Business Response

  Date: 03/18/2024

  We are very sorry to hear of this Member's poor experience with the Bike metrics and that we have not been able to resolve the issue yet. After reviewing this case it does seem that a frame swap is the best course of action. Given this Member's warranty ended in 2020, we will not be able to completely cover this cost. However, given the Member's experience we will be contacting them to offer assistance with placing a frame swap order and ensuring their Membership is covered until we have been able to correct the Bike issue. 

• Initial Complaint

  Date:02/22/2024

  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.

  The treadmill on off switch broke in December and Peloton has not been helpful in getting it fixed in a timely manner. They couldn't send a technician until January 22. My first appointment in January, the technician showed up and said we were supposed to get replacement parts and the appointment needed to be rescheduled. It takes 4 weeks to get an appointment time. I had another appointment today and I waited all day only to be told 2 hours after my window time closed that the technician is sick. They want to reschedule me for 4 weeks out. I have called Peloton and their service people all day and have gotten no where. I have asked for someone to come out asap and no one can give me any answers. I am tired of not being able to use the treadmill for the last 3 months because Peloton doesn't care about their customers.

  Customer Answer

  Date: 02/22/2024

  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:02/20/2024

  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.

  Purchased the Tread+ in December 2023 as part of their promotional price. The tread was delivered in Feb 2024 but did not work. Delivery and installation was provided by *************. The monitor did not work and therefore could not download the software for the tread. Additionally one of the panels was delivered with a dent and scratch. Delivery guys called Peloton customer service to note that the monitor error code indicated a faulty wire and report the dent. Peloton support ordered replacement parts and scheduled installation of the replacement parts by Velofix for a week later. ******* emailed 30 minutes after our scheduled appointment time that the job required ******* and they could not do the work. Called peloton support and they could not call Velofix to return to at least install the monitor which was a 1 person job. Ridiculous given that we had the appointment reserved already. So now we have to wait an additional week and hope that the techs actually show up and that no other problems exist with the replacement parts. We paid $5990 for something to come with so many issues. While we got. $200 credit on the product and 3 months of free membership, this should not be the case for the price paid. Peloton needs better customer service solutions as we had to arrange our schedules to be present for the replacement installation and have to wait more time to use something that was quite expensive. Kinda glad at least we did not pay full price as it seems this equipment is overpriced for the quality.

  Business Response

  Date: 06/23/2024

  We apologize for the initial delay with addressing this complaint. After reviewing this Member's account, it has been confirmed that this matter has been officially resolved following the initial submission of this complaint. If there are any additional questions or concerns, please feel free to contact our Support Team we are happy to help!

  Customer Answer

  Date: 06/25/2024

  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:02/20/2024

  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 bike in 5/2022 and have been experiencing issues with the resistance k*** for many months. I have contacted customer support multiple times and was finally told recently that I need to replace the entire frame because they do not sell the resistance k*** separately. Of course, by the time the true issue was recognized, my warranty had e expired and they want to charge $975 to replace the entire frame.

  Business Response

  Date: 06/23/2024

  Thank you for bringing this matter to our attention. We apologize for the delay with providing a solution to resolve this. We are currently working with this Member to have this matter rectified and awaiting confirmation of this issue being resolved officially. If there are any additional questions or concerns, please do not hesitate to reach out to our Support Team. We are happy to help! 

  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:

   Peloton has offered me a resolution but I have not been able to make contact with them to finalize. Please extend my response time. 

   

   

   

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

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

  Customer Answer

  Date: 07/19/2024

  Better Business Bureau:
  
  Peloton has replaced my brike  frame with a working on. I am satisfied with the outcome and you can close this case.
  
  Sincerely,
  
  *****************************
  
  
  
   
  
  

• Initial Complaint

  Date:02/17/2024

  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.

  We purchased our bike for Christmas the bike does not and has not worked. Screen was defected. Reached out to peloton and received a new screen still doesnt work. They are refusing to provide a date for technician to come fix or refund us. The bike does not and has not worked and they are refusing to provide service.

  Business Response

  Date: 02/27/2024

  Hello,
  
  Thanks so much for taking the time to leave a review, we really appreciate the feedback. Were sorry to hear about this and we would love to turn your experience around as soon as possible. We will make sure your information is sent over to our Leadership Team for further review. In the meantime, if you need anything else at all, please do not hesitate to contact us on ************, or email *************************************

  Customer Answer

  Date: 02/28/2024

  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: You did not give me any from of resolution. I have heard you say it will be forwarded to your leadership team now 6 times. What have they done? Nothing. I wanted a response with a solid solution. According to the last person we spoke to, they said my new bike will be shipped 3/4/2024. Again YOU did not resolve anything. I did after calling 8 times and being given the same runaround. i expect my perfect working bike on 03/04/2024. However, this is not the end of my complaint. This should have been taken care of months ago without me calling every week. I have something called a life and a job. i can't be calling every week for you to do your job. If and when I receive my bike I will reach out to BBB but I am not done filing a complaint against your company. 

   

   

   

   

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

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

  Business Response

  Date: 03/11/2024

  We apologize for the experience the Member received. We have confirmed that the service appointment was carried out on 03/04/2024 and the Member issue was resolved. 

• Initial Complaint

  Date:02/17/2024

  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.

  I bought a Peloton treadmill in December 2023. ******** was attempted in the first week of January 2024, but we weren't home. Unfortunately, the delivery company failed to inform Peloton that the treadmill wasn't delivered. Now, Peloton is charging me for a treadmill I haven't received and claiming I haven't made payments for it. We have a Ring camera video proving the missed delivery, yet Peloton refuses to resolve the issue. Is this standard treatment for all Peloton customers or just those in *******?

  Business Response

  Date: 02/27/2024

  
  Hello,
  
  Thanks so much for taking the time to leave a review, we really appreciate the feedback. Were sorry to hear about this and we would love to turn your experience around as soon as possible. We will make sure your information is sent over to our Leadership Team for further review. In the meantime, if you need anything else at all, please do not hesitate to contact us on ************, or email *************************************

• Initial Complaint

  Date:02/16/2024

  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.

  I called Peloton about an issue with our tread in July of 2023. I have gone through every process/step imaginable. I also have emails between ***************** support regarding how they are going to rectify the issue. Every single time; there's either always a rep who is supposed to contact me. Someone called once but never followed up. Its been 8 months. I got tired of being strung along and called 4 days ago. A rep assured me that a technician would be sent over in 1 week approximately. I just received a call from another agent who told me that A. she has no proof of a phone call. B. That I would have to pay if I wanted a technician to come.Its been 8 months. In 8 months, Peloton has FAILED to address an issue. As the owner of 3 expensive pieces of equipment, this is beyond RIDICULOUS.The agent then asked if I had proof that the rep I spoke to regarding the service appointment. I told her to review the call. Basically, I am being told that if I cant "prove" that I spoke to the prior agent and that a technician was promised then I wasted my time yet again. I didn't know that customers should record conversations with customer service reps to prove anything but if you're reading this, record your conversations with Peloton if you have any issues I even went as far as to send some of the emails from the past 8 months regarding the issue and I was told the same thing. They are now going to "review" this yet again.To everyone out there who is even remotely considering getting ANYTHING from Peloton, I say this: DO NOT PURCHASE ANYTHING FROM PELOTON.Our treadmill wasnt even that old and we had an issue. BUT THEIR FAILURE TO ADDRESS WHAT IS A SIMPLE ISSUE IS RIDICULOUS WORST CUSTOMER SERVICE I HAVE EVER EXPERIENCED.There is nothing that Peloton can do to redeem their SUBPAR CUSTOMER SERVICE. It is no wonder that the business is failing as we speak. And as a shareholder of Peloton, I am here to tell you that YOUR FAILURE IS WARRANTED & WELL DESERVED.

  Business Response

  Date: 02/27/2024

  
  Hello,
  
  Thanks so much for taking the time to leave a review, we really appreciate the feedback. Were sorry to hear about this and we would love to turn your experience around as soon as possible. We will make sure your information is sent over to our Leadership Team for further review. In the meantime, if you need anything else at all, please do not hesitate to contact us on ************, or email *************************************

  Customer Answer

  Date: 02/28/2024

  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:

  [Your Answer Here]

  A rep called and offered me a $200 discount for a base of the tread; which in my mind is paltry after 8 months of chasing you to rectify the problem; but lets just say that was acceptable for arguments  I told her I would discuss this with my wife and asked her to call back the next day. Its been a week Peloton; here we go again 

   

   

   

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

  
  Sincerely,
  
  **** ***
  
  
  
  
   
  

  Business Response

  Date: 03/11/2024

  We apologize for the experience the Member received during their interaction with our Support Team. We have contacted the Member and advised of the courtesy replacement and scheduled a service appointment to ensure this is fully resolved.