Complaints

This profile includes complaints for Peloton's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Peloton has 11 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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

  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:03/07/2025

  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 had ordered a Bike+ and had to schedule a delivery 3 weeks out with ***. Email said they would call day prior to delivery after 4 to leave a 4 hour delivery window. I had to take a vacation day in order to be home for delivery. I never received phone call day before but did get and email sating they would be there between 7am and 8pm on delivery day. On delivery day after I'm at home on my vacation day i receive a phone call stating they needed to reschedule cause of weather that happen 2 days prior. Roads were fine and I asked why they wouldn't call the day before and cancel like they were supposed to so I wouldn't have wasted a vacation day, that cost me 300 dollars. They gave no good reason to s**** me over so I canceled the bike and everything. They refunded me most of purchase but left 210 saying I received some accessories package. I never received the accessories package I feel like I shouldn't have to pay them 210 for messing up the delivery and costi.e me already 300 in lost wages.

  Business Response

  Date: 03/14/2025

  Thank you for bringing this matter to our attention. This is not the experience we want for our Members, and we regret any inconvenience caused by the delivery rescheduling. While we strive to provide clear communication regarding scheduling changes, we recognize the impact this situation had on the Member. We have processed a refund for most of the purchase and are actively working with the Member regarding the remaining balance. Our team remains committed to assisting the Member and ensuring a resolution in line with our policies.

  Customer Answer

  Date: 03/15/2025

  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:03/07/2025

  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.

  Complaint Against Peloton-Warranty Policy Change Without Notice I am filing this complaint against Peloton due to a misleading & unfair change to their extended warranty policy, which has resulted in unexpected financial hardship as I prepare to move.When I purchased my Peloton Tread, I also purchased the extended warranty, which included disassembly and reassembly during a movea key reason I opted for it. However, Peloton changed these terms without notifying customers, removing this benefit.The Issues:Lack of Consumer Notification: I was never informed that Peloton reduced warranty coverage. I only discovered this when I reached out to schedule my move.Inconsistent Customer Support: I received vague and conflicting answers before being told the policy only ever covered room-to-room moves for disassembly / reassembly anyway - which further contradicts because I did not need it moved, just disassembled & reassembled. However, I do not need Peloton to move the machineonly to disassemble & reassemble it on site, as was previously covered. I was offered a swag kit in lieu of my request to elevate my concerns. Contradictory Policy: I am now forced to hire a third-party service, quoted at ~$500, because Peloton removed the service from their warranty. At the same time, the new policy states my warranty is void if I move the machine myself, creating an unfair & contradictory situation.Since Peloton has altered the agreement after my purchase, I request one of the following:A refund on my remaining financing balance (~$800), OR Full coverage of the ~$500 cost for third-party disassembly/reassembly, as originally promised under my extended warranty, with the warranty not ********* is unacceptable for Peloton to change warranty terms without notice, forcing unexpected costs on customers. This lack of ********************** to honor prior agreements is deceptive and unfair. I expect a fair resolution to this matter.Sincerely,***** ****

  Business Response

  Date: 03/11/2025

  Thank you for bringing this matter to our attention. This is not the experience we want for our Members, and we regret any inconvenience caused by the delivery rescheduling. While we strive to provide clear communication regarding scheduling changes, we recognize the impact this situation had on the Member. We have processed a refund for most of the purchase and are actively working with the Member regarding the remaining balance. Our team remains committed to assisting the Member and ensuring a resolution in line with our policies.

  Customer Answer

  Date: 03/14/2025

  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 business had NOT contacted me, and Ive received no refund. I think they got my account mixed up with someone else? 

   

   

   

   

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

  
  Sincerely,
  
  ***** ****
  
  
  
  
   
  

  Business Response

  Date: 03/25/2025

  Thank you for your update. Our records confirm that we have contacted you directly and addressed your concern. At this time, we consider the matter resolved.

• Initial Complaint

  Date:03/06/2025

  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 paid for a treadmill on 10-04-2024. It got delivered on 12-11-24. They put the boxes in our living room and said they would be back to put it together because they needed more help. After numerous calls and emails they said they would come January 2025. Then said they couldnt do it until February after numerous calls and emails again the said it would be end of February. We decided that it would be better to just cancel it and get our money back. They have rescheduled many times to come pick it up and keep giving me the run around. We still have it in boxes in our living room and they still owe us $6366.69 Please help

  Business Response

  Date: 03/10/2025

  Thank you for bringing this matter to our attention. We want to begin by expressing that this is not the experience we strive to provide for our members. Please rest assured that we have taken this issue seriously, and our dedicated team is actively collaborating with our *** partners to ensure the ***** is picked up without further delay. Additionally, we have communicated this feedback to the 3PL team leads to prevent this from occurring again in the future. We greatly appreciate your patience as we work to resolve this matter. Together, we go far.

• Initial Complaint

  Date:02/24/2025

  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 bought my Peloton on 12/8 and it was not delivered until 1/10. After taking over an hour with customer service on the phone to figure out how to get myself and my husband registered we were able to use the machine. The entire tread shook, felt unsafe and a side cap flew off and would not reattach. We called customer service on the 1/13 and were unable to get a repair until 1/21, but said they would send the replacement part. The wrong replacement part was sent and when the repair person came 3 or 4 of the required bolts to secure the rails were missing. We then had to wait another week for the bolts to ship and the person to return to attach them. We did not use the tread for several weeks due to illness and when I resumed a run this weekend (2/22) the tread began making a loud, thumping & grinding sound. Upon calling customer service for the third time in less than 2 months on a barely used machine, they shared a new belt and motor would be needed. It was scheduled for repair in 3 weeks. When I questioned the delay they basically said I should be lucky to get it within 3 weeks as they are normally on a 8 week backorder and offered me a free month for my membership. Since the tread would essentially be piecemealed together I requested to be shipped a full new unit and said a month free is inadequate as my tread is not safe to use. They declined, said their supervisors dont take customer calls and that I was free to return and purchase a new tread. I was so excited about this tread and I have experienced nothing but disappointment and failure from this company. There is no escalation process within Peloton customer service leading me to place my complaint and lack of adequate resolution in this forum.

  Business Response

  Date: 03/04/2025

  We thank you for taking the time to share your feedback. This is definitely not the type of experience we want any of our Members to have. Our Executive Support Team has been in touch in order to ensure that this experience is turned around. While we are focused on meeting this Members needs, we understand that the remaining concern is related to an issue with the base of this Members Peloton Tread. The Members request for a full Tread replacement does not fall in line with our standard operating procedures or Limited warranty terms. However, we are committed to assisting this Member in replacing their Base as quickly as possible.
  

  Customer Answer

  Date: 03/06/2025

  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:

  They have shared that the total unit cannot be replaced due to inventory issues which are not the consumers problem.  There is concern about the installation of the unit and potential future impacts as the motor and belt are requiring replacement after only 2 months.  I have asked for the unit to be returned and refunded. 

   

   

   

   

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

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

  Business Response

  Date: 03/10/2025

  Thank you for your response. Peloton takes seriously the safety of its Members when using our equipment. Our logistics partners are trained and consistently monitored to ensure the effective and efficient installation of our products. Unfortunately, the Member requested a solution that is not necessary for the current state of the device. We are fully prepared to service and replace the impacted part(s); however, a full replacement of the unit is by Member request and not aligned with the resolution consistent with the issue. We remain committed to servicing the product as needed to ensure safe and enjoyable running. This Member has requested to return her product and we have scheduled that appointment and will work with the Member until completion. With that being said, we consider this matter resolved.

• Initial Complaint

  Date:02/21/2025

  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.

  Hi,I just received my peloton bike delivery today. However, the peloton delivery team handled my bike poorly and it arrived with defects.The peloton arrived with no boxes. They said it was already assembled at their warehouse. The delivery guy dragged it all the way on concrete from the front of the driveway to my house. There are lots of scuffs on my brand new bike

  Business Response

  Date: 02/23/2025

  Thank you for bringing this to our attention. We want to apologize that this was your initial experience while receiving delivery of your Peloton Bike. Our team is actively working with this member to resolve this matter as quickly as possible. Thank you for your patience while giving us a chance to make this right for you. Together We Go Far!

  Customer Answer

  Date: 02/24/2025

  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:

  Still working with merchant on a resolution 

   

   

   

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

  
  Sincerely,
  
  ****** **
  
  
  
  
   
  

  Business Response

  Date: 03/10/2025

  Thank you again for bringing this matter to our attention. We have addressed this Member's complaint while working with them directly coming to a final resolution that was agreed upon. We appreciate you giving us a chance to turn this initial experience around. Thank you for being an important part of Peloton! Please do not hesitate to reach back out with any additional questions or concerns, we are happy to help!

  Customer Answer

  Date: 03/15/2025

  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:02/19/2025

  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 ordered a Peloton Tread on January 23, 2025, and it was delivered on February 4, 2025. However, upon installation, the treadmill was not functioning properly. The delivery technician was unable to assist further and advised me to contact Pelotons technical support. I called technical support, but the issue could not be resolved over the phone, and a technician was scheduled for a visit on February 13, 2025.Unfortunately, the technician did not show up for the scheduled appointment and did not contact me. I called Peloton five times, sent two emails, and waited on hold for over 40 minutes, but my issue remained unresolved. I was informed that the soonest available technician could visit was on February 27, 2025nearly a month after the delivery of my unit.Finally, a Peloton supervisor reached out to me and promised to try to get a unit swap approved. He assured me he would contact me the following day, but he did not follow up. I called Peloton again and was told that the agent could do nothing and I would have to continue waiting for the supervisors ************ this point, I am left with a $3,000 piece of equipment that does not function at all, and Pelotons customer service has been unhelpful and unresponsive. I would appreciate the Better Business Bureaus assistance in resolving this matter as soon as possible as this customer experience has been unacceptable Thank you for your attention to this issue.

  Business Response

  Date: 02/20/2025

  Hello,

  Thank you for bringing this to our attention. This is not the experience we would like for any of our members. We have researched your inquiry, and due to the weather, and ice, the team has not been able to deliver the Tread safely to your home and other issues with the delivery truck. We are currently waiting for *** to schedule a new date and time for the delivery. We will continue working with the member until the concerns are addressed.

• Initial Complaint

  Date:02/10/2025

  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 stopped receiving emails about my monthly stats. I have been asking for months to get this back and no one is helping me get this done.

  Business Response

  Date: 02/12/2025

  Thank you for reaching out and providing additional details regarding your Peloton issue.
  According to our records, your opt-in for marketing was verified on February 7, 2025. We appreciate your feedback and understand the importance of your concerns. If you require any further assistance or have additional questions, we are happy to help.
  Please feel free to contact our Member Support team for any further assistance. Were here to support you.

  Customer Answer

  Date: 02/13/2025

  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 been told for months that I opted in and each month I do not receive the email  if I opted in February 7 I would have received the email for January and did not so this was not resolved. I also was told I would get an email from someone and never did  

   

   

   

   

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

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

  Business Response

  Date: 02/21/2025

  Thank you for reaching out. We are disappointed to learn that your resolution has not been acceptable. In response, we are revisiting your concerns regarding your monthly marketing stats emails with our Marketing team. We are actively working with the Member to restore her monthly emails. 

• Initial Complaint

  Date:02/08/2025

  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 purchased a peloton treadmill on January 25th 2025, and I was scheduled for delivery on February 1st 2025 using the c*** ************ service they use out of *******. My window was 11 AM - 2 PM. I sat around for the three hours with no phone ***l and no delivery. I ***led at 2 PM and was told someone would ***l me asap with a status. No ***l back. I ***led again at 3:30 and was told the same thing again. Still nothing. Finally at 4:30 when I came for a third time, I was told the delivery truck broke down earlier in the day and my tread wouldnt be delivered. I had to wait another 6 days to be rescheduled. So come Friday, February 7th 2025, my window was 8 AM -11 AM. They arrived at 9:15. The delivery drivers opened the box and my treats was severely damaged. I refused the package and the drivers told me to ***l and request VIP delivery they offer. I ***led peloton at 11 AM and spoke to a manager who told me shed get resolution and would *** back before end of day. Never heard from anyone. Im now wasting another Saturday ***ling peloton who said I need to ***l RXO, and then ***led RXO who said I should ***l peloton. No one can get me answers. I spent $3,000 on this treadmill and I expect it to be delivered Monday February 10th 2025, and no later. Their service is terrible and Im not waiting another week for my equipment I paid for! I dont know how a business can treat paying customers this way. Terrible!

  Business Response

  Date: 02/21/2025

  Thank you for sharing your experience regarding the delivery of your Tread. This is not at all indicative of the service Peloton strives to deliver to our Members. We have worked with the Member to cancel her order, and we will leverage this unfortunate experience as an opportunity to improve our service levels which extends to our ******************* Peloton does value each Member and we hope to have the opportunity in the future to restore your confidence. With that being said and the process of the refund completed, we consider this matter resolved.

• Initial Complaint

  Date:02/03/2025

  Type:Sales and Advertising 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 was sent a promotional offer by Peloton for 20% off a membership for every month for 12 months. The legal terms within the email stated the offer would end on January 31. I claimed the offer using the link within the email at 9 pm PT on January 31. Peloton charged me full price and is claiming that the offer ended at midnight ET. However, the legal terms within the email did not state anything about a time or time zone. Neither did the landing page when I clicked through. This is misleading to consumers. I would like the offer that was presented to me.

  Business Response

  Date: 02/05/2025

  Thank you for sharing your feedback. This offer was only valid for 48 hours from the time the email was sent. Unfortunately, your activation was not processed until after the deadline causing the normal billing rate to be applied. Our Support Team will be reaching out to share the details of the offer. At this time, we consider this matter to be fully resolved.

• Initial Complaint

  Date:02/01/2025

  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.

  Hello, I called customer service 3 times last week trying to get an invoice for October, November, December. Last October I called to get the billing statement for July and I got it no problem. I dont understand why no one can help me this time and why I have to call multiple times. The first *** I spoke with didnt want to help and suggested I get screen shot the charges. I advised him I cannot submit screen shots to my employer. He said he would escalate, then sent me an email asking if I need help. I said yes and I never heard anything back. I called Wednesday and spoke with someone who said she would send me an invoice Thursday morning. The *** in charge of creating an invoice was gone apparently. Friday comes and I receive nothing so I called for the 3rd time. And the *** said he would call me today. I advised Im pacific standard time dont call me too early. And he called at 6 am!! All I need is a billing invoice. Why is it so hard? The *** I spoke with yesterday couldnt help. I should not have to call a 4th time, please help!!

  Business Response

  Date: 02/05/2025

  Thank you for bringing this to our attention. We sincerely apologize for such a negative experience. We are glad you have received the invoice you requested. Your information within the Peloton system has been updated so you are able create your invoice at your leisure. We appreciate the time and effort that the Member dedicated towards submitting this feedback.  

  Customer Answer

  Date: 02/06/2025

  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,
  
  ******* ******