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:09/19/2022

  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've had the Bike + since Nov 2021 and every month there is a problem. Due to the technical issues I have not been able to use the bike. I was told the issues couldn't be fixed and there would be a replacement sent out on Sept 6. I specifically said I could only accommodate a 4-8 delivery and these people have shown up at my house whenever they want to while I am at work and dont have my phone. Whoever is managing the deliveries needs to counseled because something is not right. Because of the continuous issues, I dont want the bike and want my money back.

  Business Response

  Date: 09/21/2022

  The Team is currently working on resolving your issue

  Customer Answer

  Date: 09/25/2022

  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]

   

   

   XO just called again and they are arriving betwen **** am tomorrow. I do not understand what the problem is with comprehending that I can only accomodate a delivery time between 4-8 pm. 
  
  
  The first time they were supposed to deliver between 4-8pm they did not show up. Every reschedule thereafter, they have come whenever they wanted to DESPITE notes apparently in my account stating that I could only accomodate a 4-8pm delivery time. 
  
  
  As I have stated before, I've had nothing but problems since I bought this bike in November 2021. Despite you all being aware of this, you are still refusing to give me a refund. If you really wanted to, you could waive your 30 day return policy. There are always exceptions to rules. I'm tired of going through these shenanigans with you. 

   

   

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

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

  Business Response

  Date: 10/18/2022

  Peloton has reached out to the Member and are working with them to secure a delivery time that works with their schedule. We will ensure that her Bike+ is repaired and working optimally.

• Initial Complaint

  Date:09/18/2022

  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 stationary bike 12/16/2020. When I purchased the bike, it included a camara that can be used to communicate with friends while experiencing rides together. In June or 2022 Peloton removed the feature which devalues the bike due to no fault of the purchasers. I explained to Peloton that this is equivalent of purchasing a cell phone then being told that texting services is no longer available. I attempted to settle with them directly by requesting a modest gift card to purchase their products. This seemed more than fair considering the apparent markup of their products. The monthly subscription for the Peloton has gone up despite the loss of an essential feature. Peloton is part of my holdings, and if an attorney decides to make this a class action, I will lose far more than I paid for the bike, but Peloton needs to do the right thing by its members and offer some consideration for removing a feature it marketed to entice the public to purchase their product.

  Business Response

  Date: 09/19/2022

  We are really sorry to hear about this Member's experience.. As we grow, we are always working on improving our products and services so that we can continue to offer a world-class Peloton experience to our Members. At this time, we are not offering compensation for the removal of this feature. 

• Initial Complaint

  Date:09/17/2022

  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 am extremely unsatisfied with Peloton! I was excited to purchase a bike without reading all these negative reviews that I can relate too! My Peloton Bike needs a technician to come to the house for a repair, I had contacted Peloton and the company they use for their repairs "Gym Equipment" multiple times over the past 2 months. (They **** with communication). Peloton scheduled the service on a day I was at work and I asked the date to be changed - TWICE! I scheduled a friend to stay at house to be there when the technician arrived. My window: 2pm-6pm! Called at 2pm to confirm technician would arrive at ************* THEY decided-was told YES. Heard nothing between the window. At 6:15pm, called again & was informed technician "won't be available & must re-schedule the visit." At this point no one can give me an answer. Every single time I contact a Peloton representative they state "they will get in touch with me, yet are still charging me for membership for a bike that makes a LOUD noise when I ride. Nothing have been done! At this point, come pick up the bike & refund me my money! The bike is not worth this inconvenience. I'd rather ride a bicycle outside!

  Business Response

  Date: 09/28/2022

  We apologize for the frustration the Member has experienced. We have worked with our Team and with our delivery partners to improve our practices. Our Team has also provided assistance to the Member and this issue has been resolved. 

• Initial Complaint

  Date:09/17/2022

  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.

  My bike needs tech service. I called to schedule the service 1 month ago. They schedule me for a week later from 4-8 pm. No one showed or notified of the cancellation. All the company could do for me was reschedule asap. They said the soonest was two weeks (last night, September 16) from 4-8. Again, no one showed or notified me of my cancellation. I even called twice to check., once at 630 and again at *****, and BOTH times I was assured the team was still on the way. Now I have a bike and service Im paying for but cant use and cant get in touch with anyone helpful to have a tech team arrive

  Business Response

  Date: 09/20/2022

  Sorry for the delay . This issue is currently being worked on. 

  Customer Answer

  Date: 09/22/2022

  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:

  [The business cancelled my tech service appointment twice without any notice either time. That's twice I had to rearrange my work schedule for a situation that is still unresolved. I even called Peloton twice on September 16 and spoke with 3 separate employees, all of which assured me tech service hadn't been cancelled and was still on their way. I would like to be compensated to some degree for TWO appointments cancelled without any notification. ******* considers itself a high end, almost luxury exercise brand and I pay a price like it is one. I expect, at the very least, my time to be valued by such a company.]

   

   

   

   

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

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

  Business Response

  Date: 09/30/2022

  Thanks so much for taking the time to leave a review, we really appreciate the feedback. It looks like the issue has now been resolved. If youre still experiencing issues, please contact our Member Support Team at ************ or via email at ************************************** You can also find answers to frequently asked questions on our support site or chat with a support agent at support.onepeloton.com.
  
  
  

• Initial Complaint

  Date:09/16/2022

  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.

  Peloton has failed to show up for in warranty service for the third week in a row. They have hung up on me and treated me unfairly over the phone claiming they fixed my problem when they didnt.

  Business Response

  Date: 09/19/2022

  We are very sorry to hear about the experience this Member has had. It looks like our service Team in this area is transitioning into a new Team. Our Executive Support Team has reached out to this Member to provide assistance. 

• Initial Complaint

  Date:09/15/2022

  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.

  terrible service, we tried for over a month to get the treadmill replaced as the original never worked. Peloton was unable to communicate with us or their delivery company to facilitate an exchange. We are so disappointed and beyond frustrated at the way this company has made us feel helpless in regards to getting any kind of solution

  Business Response

  Date: 09/19/2022

  We are sorry to hear about the experience this member has had. We are working with our delivery company to ensure that this is resolved as soon as possible.

  Customer Answer

  Date: 09/22/2022

  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:09/15/2022

  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.

  My Peloton bike has not worked correctly since it was half repaired on 12/15/21. After the repair, there was a resistance issue. I was later advised by a Peloton supervisor that the belt should have also been replaced. He said that with the specific problem I was having, more issues will occur if the belt is not also replaced. However, when I requested the repair, the initial peloton employee did not process it as such & did not send me a belt to be replaced. I have been having on going issues with the bike, specifically the resistance since then! Mostly because the repairmen that are sent to work on my bike are not qualified. (Though, that very first repairman was amazing. I just wish peloton had done their job correctly in the first place, so I wouldnt be in this position). For the past few months, I have been in contact via email, with a ******************** from Peloton. He has been the worst point of contact! He takes days, usually more than a week to respond. If he does respond, he doesnt address my concerns or answer my questions. Currently, I have been waiting since 9/4/22 for a response from him. He requested that I send him a video, which I did, and he has not responded. I sent a follow up email on 9/6 asking if he received the video & advising of another issue with the ***********, no response. I reached out again on 9/12, asking why he has not responded. I even requested that he transfer my case to someone else if he cannot address my concerns in a timely fashion. Finally, on 9/14 I sent ******** a 4th email advising him that I was extremely unhappy with his lack of communication & again requested a response from him. Still no response. My bike has not functioned properly since DECEMBER!! I want a resolution! I want a working bike! I purchased the extended warranty; I should not be dealing with this! It is absurd! 9 months of this!! Of course it doesnt help that ******** doesnt work in a timely manner! Please FIX MY PELOTON! This is not ok!

  Business Response

  Date: 09/19/2022

  We are so sorry to hear about this Member's experience. Our Executive Support Team has reached out to this Member to offer additional support. We will continue to monitor this inquiry to completion. 

  Customer Answer

  Date: 09/23/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I can confirm that they have reached out to me to resolve the issue. A date has been set to replace my bike. However, I havent yet received the replacement so I cant in good conscience say that anything has been resolved, just yet.  
  
  Sincerely,
  
  *********************
  
  
  
   
  
  

• Initial Complaint

  Date:09/14/2022

  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 had a wonderful experience with our peloton bike, unfortunately the same cant be said for the treadmill. We ordered it and received it in an acceptable amount of time but it didnt work. We contacted peloton several times and never received a replacement. They blamed the company they use to transport but they could never help facilitate a new delivery. Im so disappointed Im what I thought was a great high end excercise company. I would never recommend this company to anyone

  Business Response

  Date: 09/15/2022

  We are sorry for the inconvenience and are working on resolving this issue.

  Customer Answer

  Date: 09/22/2022

  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:09/11/2022

  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 brand new peloton bike in 2019. I started using it again about a month ago. Every time I went to use it, the screen would say that an update was needed. I would then wait an hour each time for it to update. Do you know how frustrating that is? THEN, I called TWICE to troubleshoot. We did a hard reset each time. She convinced me that I needed a new screen. I paid $400 for a new screen that arrived 2 days ago via ****** NOW THE NEW SCREEN IS GIVING ME THE SAME ERROR AS THE LAST SCREEN DID! I NEED SOMEONE TO COME OUT AND LOOK AT THIS PIECE OF MACHINERY. I HAVE SPENT MY HARD EARNED MONEY AND TIME AWAY FROM MY FAMILY ON THIS THING. I HAVE REQUESTED A TECH TWICE AND HAVE BEEN DENIED HELP. I am now filing a fraud charge with Amex after I write this complaint to get my money back. WHAT A CONJOB. I NEED A NEW UNIT!!!!!

  Business Response

  Date: 09/12/2022

  We are really sorry to hear about this experience. Our Team is reaching out to this member now to ensure this is resolved as soon as possible.

• Initial Complaint

  Date:09/11/2022

  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.

  My Peloton needs a technician to come fix a part that is rubbing somewhere on my bike. I have the part that was order in July..since July, Peloton and the random third party has been trying to schedule appointments to get this done via TEXT messages. And its just a random date that is given to you. No attempt to actually work with you and your schedule. I have a trail of emails with Peloton over this. No supervisor has reached out, the number provided to this third party sometimes work. When calling the third party service team, they are no help as their answer always is the technician will call when he is in the area next. Its been 2 months now that my bike has been making this noise; 2 months of no answers from Peloton. I honestly would love to return my bike and be done with it but Peloton flat up said no.

  Business Response

  Date: 09/16/2022

  We apologize for the frustration the member has experienced. We have worked with our Team and with our delivery partners to improve our practices. We have made outreach to the Member and are working towards a resolution.

  Customer Answer

  Date: 09/24/2022

  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:

  They have been working with me for OVER 2 months to try and get this fixed.  The lack of customer service is ridiculous. The lack of communication between the outsourced service company and Peloton is ridiculous.  I got another email from Select Express stating they are waiting to confirm that I have the parts needed to fix my bike...I've had the part since August but clearly that is not being communicated.  This is not acceptable.  Peloton needs to find someone who can fix the bike-it was still under warrantee when this process started nearly 2months ago.  Do better.  This would not fly with any company and it's infuriating that they think they can just get away with putting off their customers. 

   

   

   

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

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

  Customer Answer

  Date: 11/15/2022

  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:

  They have been "working with me" since August! The last appointment that I had scheduled with the outsourced company to do the repair work cancelled the day off.  It took them a week to reschedule aka for me to given them days and times that I am available for the technician to pick from to come to my house. Does that honestly sound like a good business practice??? And in the meantime, Peloton has washed their hands of this; even the "supervisor" can't take the time to realize that the email that she just sent me, with yet another new reference number, is the same person she has been corresponding with since the middle of September.  I am expected to do my job, in a timely fashion otherwise there are consequences. CLEARLY NO ONE IS HOLDING ANYONE ACCOUNTABLE FOR ANYTHING and it's exhausting.  I would have lost my job by now....but here we are.  Still "working with me" nearly 3 months later. PATHETIC. 

   

   

   

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

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

  Business Response

  Date: 11/25/2022

  Again, we apologize for this Member's experience, a supervisor is actively working with this Member for a resolution.