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 Interactive, Inc

  100 City Centre Dr Mississauga, ON L5B 2C9

• 

  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:10/17/2022

  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 a new peloton bike. The delivery was not great and the delivery guys did not level the bike. It was wobbly and I called to have peloton come level and ensure the bike is safe to ride. They created the order. The man who is supposed to fix called but then has been unresponsive to my requests to set a time to fix. After their resolution SLA passed. I called the company peloton uses to fix, since I was not hearing back from the gentleman, and the second time when I told them to have someone out here Wednesday morning they hung up on me. Resolution requested: level the bike per the delivery agreement. Plus, start my 30 day returnable warranty from when the delivery agreement is fulfilled (bike leveled). This has been frustrating during a difficult time, which is why I purchased the bike so I can exercise anytime without driving to a class. This has been the annoying thing that makes me cry frustrated tears.

  Business Response

  Date: 11/01/2022

  The Member had a technician come to her home and make the appropriate adjustments and repairs to her Bike. Once confirmed the Member was satisfied with this result, the 30 Day Home Trial was extended. The Member also received a refund of her delivery cost as well. 

• Initial Complaint

  Date:10/17/2022

  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 a Peloton Bike+ (brand new from Peloton) in March of 2021 for just over $3000. The bike is in perfect condition and is used only as instructed by the company. I am an avid Peloton rider and rely on this purchase that is approximately 1.5 years old. I road the bike on Saturday morning, 10.15.2022, without issue. On Sunday evening, 10.16.2022, I attempted to ride the bike again. When starting the bike, I received an "update software" message pushed from Peloton. This is a typical (approximately once every month or two) process for Peloton. I touched the Peloton touchscreen to confirm the software update, and the bike responded to the touch to update the software. Immediately after the software update from Peloton, the profile page returned to start my workout. With the profile page displayed, the touchscreen was all of a sudden non-functioning. The only thing that changed in that five minute timeframe was the install of Peloton's software update. I immediately called Peloton's customer service number and spent 27 minutes on the phone with a flippant and bordering on rude Peloton customer service rep. ** walked me through troubleshooting at which he was not adept and then had me wipe the bike back to factory settings. None of these solutions worked. ** informed me that even though this was a known and common issue with Peloton, it was not their problem but mine. ** then shared that the only resolution to use my $3000 bike that is less than two years old would be to purchase a new screen at the price of $900 plus tax and shipping. I am beyond irate. There are message boards all over the internet that I've now found documenting this known issue, and Peloton is refusing to address their bugged software that, in turn, makes the bike inoperable. The only resolution I am seeking is a working Peloton bike without being forced to spend almost $1000 on a new screen that would be unnecessary but for the software update pushed and required by Peloton.

  Business Response

  Date: 10/25/2022

  Hi *******, thanks so much for taking the time to leave a review, we really appreciate the feedback. We would really like to try to turn this experience around for you, we will be reaching out via email for further assistance.

• Initial Complaint

  Date:10/15/2022

  Type:Product 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 attempted to utilize the Peloton Rent a Bike program. I filled out the application to rent a Peloton Bike+ on October 4, 2022 via their website and submitted a payment of $295.36 on the same day. I received no confirmation of payment via email, text nor call within 24 hours of doing so as their website promised. So I entered into a chat communication via that same website and was assured it was simply a glitch in their system and I would receive a call back within 24 hours from their sales department. I waited 2 days and no call nor email was received from the company. I called again and was told the payment was awaiting authorization from their billing department. I told them once again that payment had been taken from my account with no movement from them. I was assured again that they were aware of the problem and someone would reach out to me. Again no one did. This has going on 10 days now with me calling and chatting with them eith absolutelyno resolution. My final call on the 14th of October i called asking that the order be canceled and my money returned and was told again it was billing issue and it couldnt be canceled after an hour of me demanding they cancel the rep hung up on me. I called back & got another rep that said they could cancel the order but saying I'd need to place another one. . I declined making another order & again requested it be canceled. The rep said she would do so. Then refused to give me a confirmation number. She said they would email me one...24 hours later still no confirmation email to show it has been canceled and that my money would be refunded. The order number is ********. I simply want my order canceled and my funds returned.

  Business Response

  Date: 10/16/2022

  We are really sorry to hear about this Member's experience. At this time, it appears that we have issued a full refund.

  Customer Answer

  Date: 10/19/2022

  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:10/14/2022

  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.

  Have been attempting to have Peloton facilitate a pickup for the recall Tread+ for a year now. Have spent countless hours trying to facilitate, scheduled some ***** pickups now and the 3rd party carrier XPO Logistics has yet to show up or pick up the Tread despite these numerous attempts in my part. They either cancel last minute or no show or go to the wrong address. Peloton unhelpful in helping to facilitate the process despite the recall. I have had to pay out of pocket to move it 3 times personally over the past year. Peloton will not refund my money nor arrange for a pick up the death trap that I purchase from them. Documentation files too large to attach. Have reached out to CPSA as well.

  Business Response

  Date: 10/16/2022

  We are sorry to hear about this Member's experience. Our Teams are assisting this Member to ensure that their product is picked up as soon as possible.

  Customer Answer

  Date: 10/18/2022

  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]

  I have yet to hear from Peloton personally despite multiple attempts on my end since a few days before submitting this complaint. The executive leader who was supposed to be assisting me told me to go call *** to figure it out and that he was the end of the line for me and that no one above him would be willing to speak to a customer. So we (my husband & I) did. My husband reached out to the 3rd party delivery company that *** is contracted with in this area and secured his COI. In addition, my husband contact the supervisor for the *** branch here and he himself came to oversee the pickup. All of this was done on our own and without the assistance of Peloton. We were able to coordinate a pickup in a few days - that is something Peloton has been unable to do in a year. All that said, I have reached out to Peloton multiple times during this time and still yet to have received a response so unsure how they are assisting me. I have done my part and due a refund but cannot get anyone at Peloton to respond. I am unsure why this particular individual who was supposed to be assisting me would *************** me to do his job and then completely disregard my attempts at getting assistance and the refund I am owed. Can someone, anyone at Peloton please help?

   

   

   

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

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

  Business Response

  Date: 10/25/2022

  We apologize for the delay in ensuring this is resolved. Our Teams are working with this Member to process this refund as soon as possible.

• Initial Complaint

  Date:10/13/2022

  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 purchased a Peloton Tread + treadmill on Dec 15, 2018. I have returned the treadmill on Aug 30, 2022 (treadmill picked up by XPO, a Peloton 3rd party logistics partner) as part of the voluntary recall program that Peloton and U.S. Consumer ************************* (CPSC) announced on May 2021. Under the terms of the recall, Peloton committed to issue a refund of the full amount paid for the treadmill. To this date, I have still not received this refund. I have called Peloton over a dozen times and the answer is always that the refund was issued to my **** (no number provided) Via Apple Pay (not clear why) on September 7, 2022. After multiple escalations, Peloton has finally provided me with ARN and **** numbers and continued to ask that I solve this issue will my bank directly. Neither my credit card company (***** Fargo), nor Apple Pay can find (or even look up) the transaction (either pending or processed). I called ***** Fargo (credit card issuer) again today and they still have no record of the refund. They also expressed concerns that refunds should only take a few days to process (they have no limit set for refunds by merchants). Every call with Peloton results in the same outcome: a summary email with the date when they claimed they issued the refund, an ARN number from the billing team (which the bank cannot use) and a request to deal with my credit card issuer directly as this is not their problem anymore. Peloton would not provide additional transaction information, reissue the refund via another means of payment (check or directly to my credit card), let me verify that my information was entered correctly, or even look into this issue further. ***** Fargo confirmed today that I cannot file a claim as the original expense was over 18 months ago. Peloton has my equipment and the money they are bound to refund as part of the recall. I have no recourse with my bank and Peloton are content that this is not their problem.

  Business Response

  Date: 10/13/2022

  Our Team is currently looking into it and will reach out to you directly to help get you back on track. In the meantime, if you need anything else at all, please do not hesitate to contact us at ************ or via email at *************************************.
  
  

• Initial Complaint

  Date:10/12/2022

  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.

  Date of transactions: September 1, 2022 // Amount Paid: $1540.73 // What business committed to provide: Promised delivery date of September 8, 2022. Then with no explanation, moved delivery date to September 20,2022. Then again with no explanation, moved delivery date to October 6, 2022. When I reached out to customer care after first failed delivery. Agent promised to restart free membership, once Peloton bike arrives. Now October 12,2022, Peloton is refusing to provide what they promised. I have been going back and forth with them for over a month now. The customer care is very poor, takes a week to respond most times.Order #: ********* Reference: #********

  Business Response

  Date: 10/13/2022

  We will follow up on this issuethere seems to be some confusion on what was offered. 

• Initial Complaint

  Date:10/12/2022

  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 deliver company (XPO Logistics) used by Peloton was scheduled to deliver between 2-5 on 10/11/22. They did not show or call to say running late. After 4 calls and much misinformation, I was told at 9 pm, after I called peloton, again, it was not going to be delivered and they would call in 1-2 days to reschedule. This was after already waiting 6weeks and peloton charging my card for entire amount since delivery was to be occurring. When I called again following day I was told they would email delivery company and get back to me in 72 hours but in meantime i was rescheduled delivery for November.3 more weeks. Peloton ***** spoke to on phone needs trained on how to talk to upset customers. He was awful and left me with zero confidence in Peloton. Peloton does not follow through with the delivery of their product. They wipe their hands of their responsibility once they collect the money snd pass the buck to shipping company and state they have no control. Its ridiculous. I still have no idea where my product is. They are awful at upholding their end of the sale and making sure customer receives their product when promised. Zero customer service available once product is with shipper. Everything done by email. I do not recommend.

  Business Response

  Date: 10/13/2022

  We are sorry for the delay and thank you for the feedback. Your issues is being worked on. 

• Initial Complaint

  Date:10/11/2022

  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.

  We are actively attempting to return our tread+. On multiple occasions Peloton and its 3rd party logistics company have failed to pick up our tread+. Each missed attempt has put our pickup date further and further out. We have a new tread coming, so we need the old one removed. We need peloton to come through and pick up the old one. The back and forth between peloton and their logistics company is getting frustrating to say the least. Please pick this thing up like you committed to.

  Business Response

  Date: 10/15/2022

  We are sorry for the delay and are working on getting this resolved. 

  Customer Answer

  Date: 10/20/2022

  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.

  The old treadmill was removed this afternoon, and a new one delivered.  Thank you.

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

  
  

• Initial Complaint

  Date:10/05/2022

  Type:Product 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.

  Summary: It took Peloton over 6 weeks to complete my return, during which they cancelled the pickup of the item at the last minute and gave abysmal customer service via phone and email.8/15/22 - Initiated return of my Peloton bike (within the 30-day trial period).8/25/22 - First failed return.9/2/22 - Second failed return (was not notified in advancehad to contact Peloton to find out the return had to be rescheduled again).9/22/22 - Third failed return.Received double, triple, or sometimes quadruple notifications of the return needing to be scheduled or being scheduled. I called XPO (the company doing the return) to fix this.9/22/22 - Called Peloton customer service and was put on hold for nearly 20 minutes before the call dropped. Called back, spent 45 minutes to an hour mostly on hold. Demanded either a full or partial refund that day, which they refused. They wanted to schedule the bike for return for 9/29. I said that would be fine if they could guarantee it gets picked up or if they initiate a full refund that day. I was told a supervisor would call me within 24 hours. Instead I received an email from a supervisor. This supervisor told me that, "Nothing in life is guaranteed," and later apologized that I had misunderstood them (a total non-apology).9/29/22 - The bike was finally picked up and I got my refund the following week.

  Business Response

  Date: 10/05/2022

  On behalf of Peloton, I would like to apologize for the Members experience. We realize that the expectations we set out for the Peloton experience were not met. We have shared the Member's feedback and experience with our Team and delivery partners to improve our practices. However, we are happy to hear that this issue has been resolved. 

  Customer Answer

  Date: 10/07/2022

  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. However, it is my hope that others will have access to my complaint so that they might be warned about the business history of pathetic customer service.
  
  Sincerely,
  
  ***********************
  
  
  
   
  
  

• Initial Complaint

  Date:10/04/2022

  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 put in an order for a Peloton bike to be delivered in the covid era. When I found out it would be months, I cancelled the order per their policies to the ** I then, about two months later, put in an order for a bike and was told it would be a couple of weeks for delivery, so I was good with that. I ran the purchase through Affirm for 0 percent as offered by that company and Peloton. Everything is perfect with this bike and I love it. No problems, whatsoever with this bike. It is the one that was previously ordered, and then canceled. Zoom back to the first bike order. I have talked to no less than 6 Peloton reps who "took care of the problem" of them trying to charge a credit card (outdated) for the original bike that I cancelled. I have spent HOURS on this issue as the "delivery" team has contacted me twice, now, trying to deliver a second bike, that was not paid for, because I cancelled it. They keep emailing me and telling me that my credit card is outdated and to update the information so they can charge the card. I CANCELLED THAT ORDER and have had my bike for over a year now. Again, the first order was CANCELLED. I received this email this morning! Keep in mind I HAVE MY BIKE!!! PELOTON Hi there,We are now a couple of days away from your scheduled delivery date. We attempted to charge your credit card on file for your recent Peloton order with the balance of $2,065.56 and it unfortunately failed.Please update your payment information here. You must be logged into your account in order to update your payment information. If you have not finished setting up your Peloton account, please click here to set a password using the same email address used at checkout. For more information on setting up your account, visit our Support page.If we are unable to resolve your balance before your delivery date, we will have to cancel your delivery.Any questions, feel free to reach us at support.onepeloton.co

  Business Response

  Date: 10/05/2022

  We have looked over all the information and will follow up with the Member on our findings. Shows that no other charges are being charged. 

  Customer Answer

  Date: 10/07/2022

  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:

  What does that even mean? I have been promised that this will be done many times and I keep getting emails. With all due respect, I will reject until the issue has been resolved.

   

   

   

   

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

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

  Business Response

  Date: 11/09/2022

  The issue looks to be resolved. the refund was processed and order canceled  

  Customer Answer

  Date: 11/10/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved. I will take this as a final remedy to the problem. Thank you for addressing the problem and taking action. 
  
  Sincerely,
  
  *********************************