Complaints

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

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• 

  Peloton

  441 9th Ave Fl 6 New York, NY 10001-1663

• 

  Peloton

  152 Christopher St New York, NY 10014-2838

• 

  Peloton Interactive, Inc

  3401 Dufferin St North York, ON M6A 2T9

• 

  Peloton Interactive , Inc.

  5050 Oakbrook Pkwy Norcross, GA 30093

• 

  Peloton

  401 Newport Center Dr Newport Beach, CA 92660

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:12/30/2024

  Type:Billing 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 cancelled my Peloton membership in 2021. I just realized they reactivated my membership without my consent January 2023 and have been charging the card on file, which I am unable to remove from their site, for the past 24 months. I have not logged in even once, yet they refused to refund me past 3 months. Additionally, they have been charging an expired card.

  Business Response

  Date: 12/31/2024

  Thank you for bringing this experience to our attention. After reviewing this Member's account history their Membership does not reflect any cancellation requests prior to December of 2024, nor do we have any record of them reaching out to our Support Team to request cancellation. Per the Peloton Membership Terms, Members agree to contact Support within 60 days of the billing date to report any inaccuracies and will not issue refunds or credits after the expiration of this period. As a courtesy, our Support Team has refunded this Member's last 3 months of Membership charges as well as confirmed cancellation of the Membership going forward.

  Customer Answer

  Date: 01/01/2025

  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 did cancel, I have not logged in even once which is proof I cancelled, and their system's inability to properly track cancellations is not my issue. I'm sorry their stock price has dropped and this is why they are attempting to increase their revenue by charging customers after cancellation. Additionally, every company I have ever worked with has let me know a credit card is expiring; Peloton continued to charge an expired card.

   

   

   

   

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

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

• Initial Complaint

  Date:12/24/2024

  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 am writing to express my concern regarding the denial of my return request for an apparel purchase made on November 21, 2024 (Order #*******).The item was delivered on November 25, 2024, and I attempted to initiate a return on December 24, 2024. However, my return request was denied because it was stated to be beyond the 30-day return window from the order date. That doesn't make sense at all. Upon reviewing your 2024 holiday return policy, I noticed that purchases made between November 22, 2024, and January 6, 2025, are eligible for an extended 60-day return window. While my purchase date was November 21, 2024, but the delivery occurred within this extended period, and I believe this warrants consideration for an exception under the circumstances.

  Business Response

  Date: 12/26/2024

  Thank you for bringing this matter to our attention. Peloton's Holiday apparel return policy states that only "Purchases made between November 22nd and January 6th can be returned or exchanged within 60 days of the original purchase date." Because the Member purchased the product on November 21st, the item was not applicable to a 60-day Holiday return policy but rather subject to our regular policy which only allows returns "within 30 days of the purchase." Therefore, we could not honor their return request when they contacted us on December 24th. We thank you for being part of Peloton and we consider this matter to be closed and resolved.

• Initial Complaint

  Date:12/20/2024

  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 reached out with questions about changing my app membership to the guide and was unfortunately assigned to someone named "Ivory J" who did not answer the question, tried to give me the easiest most obvious answer, and seemed to be unable to comprehend basic reading. They were also supposedly having difficulty responding due to my "constant" messages (I had sent 3 short ones) so I'm writing to request that this person be fired. I've been an app user for several years, and just bought a guide. I'm also a shareholder. Not once was I treated with respect, or thanked for being a member, nor did the agent transfer me to a supervisor as requested. They just "hung up" on me and went about their day, probably aggravating other paying ****************************** really needs to do better in regards to hiring, of these people are supposed to be representing the company. When I chatted with another agent, ******** *, their interaction was not much better. I don't think either of these people even know what peloton is.I am asking for Ivory J to be fired.

  Business Response

  Date: 12/24/2024

  Thank you for bringing this experience to our attention, this feedback is essential to our growth and highlights areas where we can progress. Action has been taken internally to address this matter with our team. We have contacted the member and provided a gesture of goodwill towards their Guide Membership along with a gift for the Holidays. We appreciate their diligence throughout this entire ordeal. We now consider this matter to be closed and resolved.

• Initial Complaint

  Date:12/09/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We paid ***** for a full year subscription of apple one. Peloton says they never received it and are unwilling to accept proof of the payment

  Business Response

  Date: 12/10/2024

  Thank you for bringing this to our attention. We have reached out to the member regarding this issue to clear up any confusion about the Membership tiers. Now that the matter has been addressed, we consider this issue closed.

  Customer Answer

  Date: 12/11/2024

  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:

  They just sent me an email acknowledging that the BBB had contacted them. They requested that I share additional information, which I did, but until now, the issue hasn't been resolved. The membership is set to expire in two days, on Dec 13, 2024, when I already paid an upgrade for $129 for full access classed until Nov 2025 as shown in the recipe I shared with you. 

   

   

   

   

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

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

  Business Response

  Date: 12/24/2024

  We have informed the member that their subscription is billed through a third party, and they will need to contact them dirctly to make any changes. As a gesture of goodwill, we have provided compensation for any misunderstanding or inconvenience this may have caused. We now consider this matter closed.

• Initial Complaint

  Date:10/30/2024

  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.

  Peleton treadmill is not working and has been broken for 1.5months. My husband and I moved and it would not calibrate properly after the move. At first the incline would not work, I called peloton support and they diagnosed it as needing a replacement motor control board. The soonest tech apt was 3 weeks out. I booked the apt for 3 weeks out. A couple days before the *** the 3rd party technician company cancelled. I called peleton again to escalate my concerns and see if I could get a sooner tech apt. They said they would contact the maintenance team and have them reach out to me. The peloton maintenance team never reached out. The third party tech company texted me they had an opening a week later so we proceeded with this apt. Prior to the apt I plugged my treadmill back in and the incline was working, but the speed was not. Called Peleton again and they still said it was the motor control board. The tech came and replaced the motor control board and the treadmill was still unable to calibrate speed. He called peloton support and they now said it was the speed sensor. They sent a new sensor and the tech graciously worked with me to reschedule for next week. The tech just came out again today and replaced the speed sensor. The treadmill still will not calibrate the speed. 5 weeks later, numerous calls with peloton, two service technician visits and I still have a broken treadmill giving an error code for a part that was just replaced. I am absolutely irate with peloton support as I dont feel they are properly diagnosing problems, rather replacing one part after another with no true diagnosis of the problem, leading to the problem persisting. The service techs are unable to diagnose problems or tinker with the tread beyond replacing the part they are told. The tech is also not knowledgeable about the tread and its intricacies so he is unable to properly diagnose the problem. I feel peloton continues to waste my time and take my money without fixing my treadmill.

  Business Response

  Date: 11/10/2024

  Thank you for bringing this matter to our attention. We sincerely apologize for the issues you are experiencing with your Tread and the calibration. We have sent out a Technician for the repair of your Tread and have been advised that you will need a Tread Base Swap. Since the ***** is out of warranty, you have been quoted a price of $350.00 for the replacement base. It appears that the Tread was relocated from home to home. We do offer our relocation service, which shows that it was not used during the transfer or move. This may have caused issues with the Tread. We have offered the repair for the amount discussed, and we consider this matter addressed with the offer made.

• Initial Complaint

  Date:10/25/2024

  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 purchased a new treadmill from Peloton on September 8th. The ********* purchase includes delivery and set up. Peloton contracts with RXO delivery for the delivery and set up. I've schedule five times the delivery. The first four, they didn't arrive. Three of the four the transportation company didn't bother notifiying me they weren't coming. The fifth time the delivery company arrived and didn't have the appropriate equipment to get it in the house. I've rearranged my schedule five times to be home and available during the allotted three hours they are supposed to arrive. It's likely it could take five more times before someone comes to get it in my house. The first delivery was scheduled on September 18th. I've paid $6,500 for the treadmill and it's still not here. I've contacted Peloton several times about the delivery service and they have done nothing to resolve the issue. I would like the treadmill set up and working.

  Business Response

  Date: 11/03/2024

  Tell us why here...Thank you for bringing this matter to our attention. We sincerely apologize, as this experience is not what we expect our delivery team to provide for our members. As compensation for the rescheduling of your Tread+ delivery, we are offering a $700 refund. According to our records, your delivery is scheduled for October 29, 2024. We will keep your case open until your Tread+ is delivered and all other issues have been resolved. We have addressed your complaint and now consider this matter resolved.

  Customer Answer

  Date: 11/06/2024

  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.

  The treadmill was not delivered on the 29th as Peloton references in their note. That delivery was cancelled and it was delivered on November 1st and is now set up and working. That was the seventh time it had been scheduled.
  
  Sincerely,
  
  ******* *****
  
  
  
   
  

  
  

• Initial Complaint

  Date:10/22/2024

  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.

  There was a recall on the bike, and I received a part due to a malfunction with the original part. After receiving the part and installing it, I continue to have problems with the bike seat. I adjust a lover to be at the level of the height that I need and during the workout The seat will drop. I have reached out to Peloton and expressed my concerns and did not receive a callback or any resolution.

  Business Response

  Date: 10/25/2024

  Thank you for bringing this to our attention. After submitting the BBB complaint, the Member is actively engaged with the appropriate team and discussing the issue further.

• Initial Complaint

  Date:10/16/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a used peloton bike from someone locally. We went to used the bike and then found out that Peloton charges a $95 fee to people who by their bikes from other people.I didnt know that we would be assessed this fee until we purchased the bike and we went to subscribe for the $44/month all inclusive membership.Although I knew i would have to purchase a membership it was not made clear that we would be assessed a fee because we purchased a used bike.I called Peloton to ask about the fee and they said it was nothing they can do. The said the fee offers discounts on things (mats, parts, shoes and weights) that I dont need.

  Business Response

  Date: 10/17/2024

  Thank you for bringing this to our attention. We would like to apologize for any miscommunication that may have occurred from the previous owner or elsewhere. We do have a one-time activation fee of $95.00 for Members who receive Bikes or other CFUs as gifts, purchases, or by other means from friends, family, or sources outside of Peloton. We understand that this may not have been expected, but according to our policy, we do have the $95.00 one-time activation fee and a monthly membership fee of $44.00. We have addressed your complaint and consider this issue resolved.

  Customer Answer

  Date: 10/22/2024

  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:

  They didnt do anything to resolve the issue.  The policy is known to them but its not clearly identified for consumers on their website.  After purchasing the bike from someone you find out but by then youve already spent $1,500 and you cant return it.  Were stuck having to pay a $95 fee and we get nothing, worth having, in return. 

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

  Business Response

  Date: 10/31/2024

  Thank you for bringing this to our attention. Peloton offers our policy and procedures to all members via our website. If you have additional questions or concerns, please feel free to call and speak with one of our Peloton representatives via our contact information ************ or email **************************************

• Initial Complaint

  Date:10/08/2024

  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.

  Bought original peloton bike 2/2017 With membership purchased and linked to as well Bought new Bike+ 10/2020 (without purchasing another membership, which is sold separately) got rid of original bike. Peloton dropped bike off and hooked new bike up connected my original account to bike. To find out 10/3/2024 that I have been getting charged for two memberships the entirety of the 4 years of have the Bike+. Called peloton on 10/3/24 explained to the representative- she offered to refund me 3 months. I asked for a supervisor, where she told me that I couldnt because they are always busy dealing with escalated issues. ( now I see why) She took my information and said I would hear back in ***** hours. I did not hear back from anyone so I called again on 10/7/24 spoke to **** - I asked him again for a supervisor who again he told me they were all busy handling escalated issues. He then put me on a long hold and came back to tell me that he was sorry about the hold and being charged and what he was able to do for me was refund me back for only 2 years. When I asked him why not the full amount as this is my money and not rightfully Pelotons - his answer was that it took me too long to figure out the issue. I should have contacted them within *********************************************************************************** to anything. Peloton made the mistake so why am I being penalized for that? peloton can take my money for 4 years and say since it took you longer than 60 days to figure it out, your money is mine now? This does not seem logical or legitimate. I tell **** I want to speak to a supervisor he said they will contact me in ***** hours . ***** the supervisor emails me at 836pm on 10/7/24 saying that he cannot do anything else for me Just to set expectations, I will not be able to issue any further refunds. I am more than happy to assist you with any other concerns you may haveI paid $44 per month = $2112 is what I want refunded to my credit card

  Customer Answer

  Date: 10/10/2024

  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,
  
  **** ****
  
  
  
   
  
  

  Business Response

  Date: 11/18/2024

  Thanks for bringing this to our attention. We have reviewed the Member claim and have confirmed that the refund amount processed was sufficient and matched the charges dating back to 9/2020. Since confirming the duplicate charges were due to a PTON error, the refund of all charges from September 20 through September 2024 has been processed. We have also reached out to the Member to provide clarification on the information received and now consider this matter fully resolved.

  Customer Answer

  Date: 11/19/2024

  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:09/30/2024

  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 signed up for the Peloton One subscription, which was supposed to allow me access to the Peloton app on the screen of the bike I purchased from THEM. The company charged me an extra $46.79/month, completely unauthorized, on top of the subscription price that I was already paying for , $12.99/month. When I contacted them, I was informed that the subscription I purchased actually DOES NOT work with the bike screen app, unlike how it is advertised on the website. In order to use the bike screen at all, you need to pay $46.79/month. I guess the company felt entitled to just go ahead and charge me since they had my credit card information. Completely deceptive in their billing practices! I cannot believe they are still able to do business like this.

  Business Response

  Date: 10/01/2024

  Thank you for bringing this to our attention. To access classes available on the Peloton class catalog and participate in classes on a Peloton device (Bike(+), Tread(+), or Row), an All-Access Membership is required. Peloton devices can be used without an All-Access Membership, however workouts and metrics taken via this method will not be saved to a users profile. We do allow for 3 equipment classes per month with the Peloton App One Membership, however, unfortunately, a smart phone screen can not be casted onto a device touchscreen, as this is not a feature supported on our platform. The Member was charged twice for the All-Access Membership and App One Membership for the month of September, but was already refunded for both charges when in communication with Support. We have initiated communication with the Member to inform them of our membership policies, and we now consider this matter closed.

  Customer Answer

  Date: 10/02/2024

  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]

  The response essentially confirmed that the Peloton screen app cannot be used without purchasing the most expensive Peloton subscription. The lower priced subscriptions offer nothing. I was eventually refunded, but still no explanation as to why I was charged for the premium subscription, which I did not authorize, in addition to the lower priced subscription, which I did not realize was useless when I purchased it. On top of not being able to use any of the features of the pricey bike without paying $46.79 per month, I had to spend an hour and a half on the phone in order to reverse a charge I never made in the first place.

   

   

   

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

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

  Business Response

  Date: 10/15/2024

  While our app membership tiers are priced differently and allow access from other devices, our All-Access Membership remains exclusive to Peloton Devices and can only be activated from the device itself. The All Access Membership is billed upon activation and any Members with a previous membership is responsible for canceling it to ensure billing stops according to our terms and conditions. As a courtesy for the misunderstanding we have issued a refund for the charge and have canceled the unwanted membership to ensure that the duplicate charges cease. With these actions, we consider this matter closed.