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Business Profile

Exercise Equipment

Peloton

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Exercise Equipment.

This business has 1 alert

Complaints

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

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Peloton has 11 locations, listed below.

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    Customer Complaints Summary

    • 817 total complaints in the last 3 years.
    • 130 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/20/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      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,

      *****************************



       

      get on with our lives. This has all been to no avail. I have never known a company to be so awful to work with. They do not have respect for their customers or their time. Sometimes I wonder if Peloton is dragging us through the mud on this to make it passed the warranty which is coming up next month (April 23). We havent had a working treadmill in almost 5-6 months now, however weve put in HOURS upon HOURS trying to get Peloton to help us fix the Tread. Normally I would want them to make sure its repaired (because I do love the product - when its working), but Ive lost all faith in this company and the product. I would rather have a refund so I do not have to deal with them ever again.

      Business Response

      Date: 04/06/2023

      We apologize for this Member's experience, the issue has been resolved.

    • Initial Complaint

      Date:03/19/2023

      Type:Sales and Advertising Issues
      Status:
      Resolved
      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.
      Better Business Bureau:

      A refund has been processed after arguing with several representatives and this should have never been a charge in the first place. The company fraudulently charged my husband's credit card after an order cancellation was confirmed twice and the company should definitely reevaluate their payment process.  
      Sincerely,

      *********************



       

      Business Response

      Date: 03/21/2023

      We do apologize for any oversight with the order. A refund of $ ******* has been processed in full as of 3/19/2023.

    • Initial Complaint

      Date:03/17/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      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. They are providing new hardware to address the problems.

      Sincerely,

      *********************



       

      Business Response

      Date: 03/24/2023

      We apologize for this Member's experience, our leadership team has reached out to provide a resolution.

    • Initial Complaint

      Date:03/17/2023

      Type:Product Issues
      Status:
      Answered
      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 a Peloton Rower which was delivered on December 14, 2022 for $3,883.90 with a 30-day risk-free trial to return within 30 days if we were not satisfied. On December 18, 2022, we initiated the return of the rower in case #******** and arranged for the pick-up on January 20, 2023. The rower was picked up and recorded as received by Peloton. We were then told that we needed to ship the accessories back to Peloton separately since the pick-up team would not take them after following up with support to ask about the status of the refund. We used three ***** labels created by Peloton to ship the accessories back which we did on February 4, 2023, and they were received on February 8, 2023. No refund has yet been issued. We then called on March 6, 2023, requesting the refund and support said they were sending the information to billing and they will get back to us logged on case #********. At this time no one has followed up on this case with us. On March 10, 2023, I followed up again asking for the status and provided all the tracking numbers to the agent to verify the return. She "promised to watch and follow up with me." At this time no one has followed up on case #******** and no refund has been issued. This is fraudulent and deceptive business practice and Peloton has now had almost 2 full months to refund our money and has yet to show any intent that they actually will do so. We have been a customer of ******************** since 2018 and this is beyond frustrating and disappointing. Please let us know what more information is needed. Thank you.

      Business Response

      Date: 03/27/2023

      We apologize for this Member's experience in receiving their return refund. The full amount was refunded on 3/17/23 back to their Affirm financing.

    • Initial Complaint

      Date:03/14/2023

      Type:Product Issues
      Status:
      Answered
      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.
      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 received an email last Friday acknowledging the situation. They assign a case to a customer service representative.  She promised to call me today but have not received a call yet.  I am waiting. 

       

       

       

       

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


      Sincerely,

      *********************




       
      il on Feb.23. My order number is ********** The order is under *********************, Phone Number **********, Address **********************************************************************************************************************. I paid $1,800.00.Thank You for your help!

      Business Response

      Date: 03/16/2023

      We are very sorry the member's Bike has not been delivered and that the member has not receive a follow up from us as promised. We are currently experience a delay with deliveries to the member's area in ***********. We are very sorry for any inconvenience this has caused. We will be following up with the member and working to get this **** delivered as soon as possible. 

      Business Response

      Date: 03/23/2023

      We are very sorry for our delay in contacting the member by phone. We have looked into this delivery and we have been able to speak with the member to provide an update on the delivery. We are currently experiencing a large delay with our deliveries to ***********. We are awaiting approval for the Bike to move through customs. Again, we are very sorry for this delay and we will be providing the member with updates regularly on this delivery.

    • Initial Complaint

      Date:03/13/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      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]

       

      Peloton reached out and asked me to resend in a video of the issue. I had done this already, which ultimately led to the technician coming out and telling me they are not authorized to work on the specific Peloton Product I had. He also told me it sounds like it needed to be lubricated but he couldn't do that since he was not allowed to work on that model of Peloton tred. 

      I did reply to their email 3 days ago and have not gotten a response back.

       

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


      Sincerely,

      *************************




       

      Business Response

      Date: 04/13/2023

      We are sorry to hear about this Member's experience. Our Member Relation's Team is now involved and is working towards a solution as fast as possible.

      Business Response

      Date: 03/13/2023

      We would like to apologize for the lack of resolution. Our leadership team will work with the member directly to provide support for their product. 

      Customer Answer

      Date: 04/24/2023

      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:03/11/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 October of 2022, our Peloton treadmill stopped working and after consulting support they agreed to send replacement hand rails. To make a long story short, they showed up to the wrong address 6-7 times with 1-2 week intervals between each delivery. Finally, they got the correct address. Showed up with wrong item. When they brought the right item, the crew broke another part of the treadmill. The saga began again. Finally, we issued an order to return the treadmill on the recall for a full refund. Today, they were supposed to pick it up. They again showed up to the wrong address. Its a running joke that Peloton will never come through with their support commitment. It does not matter how many support reps you speak to, how many chats or emails you exchange, or how explicit the commitment from Peloton is. It never happens. I am to the point now that Ive wasted **** work days, and numerous weekend days waiting for no one to show up or fix our problem. That is my life. That is my time. This company has the poorest support results Ive ever seen in my life. 5 months later. Problem is still not remotely solved. But I do have a treadmill in several piece dangerously strewn about for my toddlers and babies to choke on because technicians do not clean up their work. Horrible service!

      Business Response

      Date: 03/13/2023

      We apologize for this Member's experience thus far, our Team has scheduled the return for 3/18/23. Once the equipment is received the refund will be processed.

    • Initial Complaint

      Date:03/10/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      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,

      *******************



       

      y been blown off THREE different times.I am extremely frustrated. I wasted two days of my PTO and canceled tutoring, for nothing and the bike still needs to be serviced. I am paying for a monthly membership, the bike, and extended the warranty, and I have been offered no solution by Peloton other than to call and reschedule with that company. So take off a 4th time, for them not to show? I am extremely upset with the way this has been handled, since Peloton promotes such a community. No one seems to care. When I tried to online chat an agent, the agent I guess didn't want to deal with me anymore and just left the chat.So here we are. Over a month later and my bike STILL is not fixed, yet I am paying full price for everything. I am extremely disappointed.

      Business Response

      Date: 03/12/2023

      We are sorry to hear about this Member's Experience with our third party partner. Our Member Relations Team is reaching out to ensure that we resolve this as soon as possible.

    • Initial Complaint

      Date:03/04/2023

      Type:Delivery Issues
      Status:
      Answered
      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.
      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 think Peloton even read my complaint. What do you mean will provide assistance if needed? You havent even addressed the issue or my concern. If they intend to handle this outside of BBB, they have not reached out.  

       

       

       

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


      Sincerely,

      ***********************




       

      Business Response

      Date: 03/25/2023

      Thank you for contacting Peloton. We appreciate ***** reaching out regarding his issue. We will continue to offer assistance if help is still needed for *****. 

      Customer Answer

      Date: 06/20/2023

      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:

      As previously stated, response will not be acceptable until the issue is resolved.

      Sending an e-mail "confirmation" when the appointment isn't even confirmed is not resolution. Peloton is more than aware that many times their deliveries are delayed, canceled, or no shows so listing the date means nothing. Additionally, I notified Peloton leadership that a morning appointment would be needed and they offered no assistance to this request or communication with their third party logistics team. If a morning appointment is not accommodate on June 23, 2023, the appointment will be canceled. I will not continue to miss work or personal obligations due to Peloton's ongoing negligence with this issue and beyond. 

       

       

       

       

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


      Sincerely,

      ***********************




       

      Business Response

      Date: 07/03/2023

      Our records show that the service was completed on the scheduled date of 6/23/23. Please contact our team at ************************************* should you need any further support.

    Peloton is NOT a BBB Accredited Business.

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