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

  754 758 Main St West Vancouver, BC V7T 0A5

• 

  Peloton Interactive, Inc

  151 Bloor St W Toronto, ON M5S 1N5

• 

  Peloton Interactive, Inc

  25 The West Mall Etobicoke, ON M9C 1B8

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:09/09/2022

  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.

  I ordered a refurbished bike from Peloton about a month ago. They sceduled delivery and on the day of, they cancelled. I resceduled and they cancelled without contacting me. When I called today, they said delivery was cancelled because they have no refurbished bikes in inventory. They offered to reschedule, but essentially admitted there was no way to ensure that there would be a bike available. Peloton sold me a bike that they did not have to sell. If there was a wait time, they should tell me that and then schedule delivery when they have a bike to deliver. Repeatedly sceduling delivery and then cancelling doesn't work.

  Business Response

  Date: 09/09/2022

  Thank you so much for taking the time to leave a review, we really appreciate the feedback and were sorry to hear this. Were always looking for ways to improve our products, services and the experiences that we deliver to our Members, and we love building solutions based on your feedback! We will be sure to pass your comments on to the relevant teams. Please also note that our Member Support Team is always here to help and can be reached via email at ************************************* or via phone at ************.

• Initial Complaint

  Date:09/08/2022

  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.

  Ordered Peloton Tread on 11/26/21. Credit card was charged $2,926.86 on 2/25/22. Delivery of Tread was cancelled and rescheduled 3+ times and delivery did not occur until 8/2/22 (5 months after my credit card was charged). Upon delivery/set up, the Tread did not function, immediately called Peloton to initiate return. ***** was picked up for return on 8/16/22 and received confirmation that return was received by Peloton on 8/18/22. Received Partial Refund of $2,419.76 on 8/26/22 after calling Peloton to inquire about status. Peloton still needs to refund me $507.10. After speaking with a Peloton **************** member in order for this to be rectified they need to submit a "dispute" and were unable to provide any explanation for only giving me a partial refund. I want to highlight again that Peloton improperly charged my credit card 5+ months in advance of delivery and still have not refunded me the full amount. This is improper revenue recognition at a minimum and a terrible practice.

  Business Response

  Date: 09/09/2022

  We have reached out to the member on the reasoning of the balance and how to resolve the issue

• Initial Complaint

  Date:09/08/2022

  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 in April 2019, and within a few months the screen on the bike started to freeze and randomly would not turn on and prevent me from having workouts. I reached out to Peloton multiple times through out the years and kept reporting the issues during the warranty period but nothing got resolved, after the warranty period and nothing got resolved. I was told I have to buy a new screen (as if the bike is not expensive enough) without any solution to fix it and the customer representative abruptly ended the call. The customer support is very disappointing and has been negative through out the years. I've reached out on out again with a complaint on September 1st, provided pictures and reported that the technical solutions that were offered never worked, peloton never responded to me. I've followed up again a few days later and still not response. The support is extremely disappointing. I have paid for years of membership and am requesting a refund since during most months my screen issues prevented me from using the bike. Peloton is is not accepting any responsibility for fixing or even addressing this issue. Expectation is on me the costumer to figure it out and pay more for a screen that was never fixed or offered to be fixed. Peloton is not responsive and avoiding issues costumers bring up and ignoring costumers is not appropriate consumer care.

  Business Response

  Date: 09/28/2022

  We apologize for the frustration the member has experienced. Our Team has made outreach to the Member and are currently waiting for the Members response to work toward a resolution.
  

• Initial Complaint

  Date:09/07/2022

  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.

  Peloton says that they will send a free shirt after your 100th ride (******************************************************************************). I reached 100 rides but never heard from them, so after a month I spoke to support and they got me the code to get the free shirt. I ordered it in April but it still has not shipped and I have not heard from them. I emailed support a week ago to check up but still have not heard back.

  Business Response

  Date: 09/14/2022

  We are very sorry to hear that ******** has not obtained her Peloton Century Shirt. Upon further review, we have discovered there is a delay with our Century Shirts. We recently reconnected with the Member and shared that the ************** orders are experiencing a delay in fulfillment.We also shared that we would reissue the Century Shirt order to ensure that the delivery is completed. However, we also advised that we will need additional time to provide tracking information. The Member understood and was granted a Gift Card to restore experience .

   

  Customer Answer

  Date: 09/19/2022

  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:

  Everything stated in the response is true, but as I explained to the caller I will consider the issue resolved when I receive the shirt, which has not happened. They did offer me a gift certificate, but I can't imagine why they think I would use it to subsidize an order for another item from a company that hasn't sent me what I ordered in nearly six months. 

   

   

   

   

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

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

  Business Response

  Date: 09/29/2022

  We apologize for the frustration the member has experienced. We have worked with our Team and with our shipping partners to improve our practices. Our Team has also provided the Member with all of the information we have to assist in resolving this matter.

  Customer Answer

  Date: 10/04/2022

  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:

  as is readily apparent if one reads the response, the issue remains unaddressed. If they cannot rectify the situation, I wish they would let the complaint stand rather than regularly wasting my time by posting pointless responses that require me to respond needlessly. 

   

   

   

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

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

• Initial Complaint

  Date:09/06/2022

  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 needs a technician to come to the house for a repair, I had contacted Peloton and the company they use for their repairs Select Express multiple times over the past month. I even paid $100 for the technician to come to my house. Peloton scheduled the service on a day I was at work and I asked the date to be changed. At this point no one can give me an answer. Every single time I contact peloton the representative tells me something different, they are still charging me for membership and repair. Yet nothing have been done. Peloton reference number ********

  Business Response

  Date: 09/07/2022

  We apologize for the frustration the member has experienced. Our Team has been in contact with our delivery partner and we are going to do everything we can to get this taken care of. We are currently waiting on confirmation of an appointment. We will maintain outreach with the Member until completion and work to improve the local operations within this delivery area and Team.

  Customer Answer

  Date: 09/09/2022

  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:09/05/2022

  Type:Billing 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.

  Peloton reactivated billing on my credit card in August '22 WITHOUT authorization. I'm requesting full refund of the charge because I have not authorize the charge nor have I reactivated the bike. I do not plan to do so. Several months ago, I placed the membership subscription on hold for personal reasons. I did NOT authorize the hold to end, however, Peloton began billing my credit card again two weeks ago. I have contacted the company twice, with the first contact being within 48 hours of the billing. Although they have claimed they would follow up, there has been no response. I am requesting that the August charge be reversed and that no future charges be added to my credit card without my authorization.

  Business Response

  Date: 09/05/2022

  We are sorry to hear about this member's experience. When pausing a membership, our members have the choice of pausing for 1, 2, or 3 months. It looks like this pause expired and thus caused this member to occur charges. We will reach out to the member to ensure this is resolved.

  Customer Answer

  Date: 09/07/2022

  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.
  
  Sincerely,
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  Date:09/05/2022

  Type:Sales and Advertising 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 unsubscribed from an email thinking it was just THAT email. Now I receive no emails from Peloton which includes the most important one which is about my warranty. No one can figure out how to get me put back on the email lists so I can receive the important information I need.

  Business Response

  Date: 09/05/2022

  We apologize for the frustration the Member has experienced. We are working with our Marketing Team to get this issue resolved. Our Team has also provided the Member with all of the information we have to assist in resolving this matter. 

  Customer Answer

  Date: 09/11/2022

  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:09/02/2022

  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 have Peleton treadmill that I needed to move to my new house. I have paid ******* $190 to come to my house to disassemble it for a move. After moving the treadmill and paying $190 dollars for reassembly, the same contractor came and told me that he never secured the 18 screws that he took out and left without any resolution. I have contacted Peleton more than 10 times. Three people told me that they have ordered the screws, but they have never came. Finally I got a response that they can sell me brand new handles for discount of $550 because they do not provide screws. This is a company that literally broke down their product and have no ability to reassemble it. In my last communication I have asked for refund since this threadmill is under recall. All of the communication after that stopped . I need the company to fix their own mess.

  Business Response

  Date: 09/03/2022

  We are sorry for the delay. We will be reaching out with options for resolution.

  Customer Answer

  Date: 09/07/2022

  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:

  [Your Answer Here]

   

   This is the same response I haven been getting since June.  Peleton issorry but no meaningful actions are taken.  There was no action or resolution at all.  No one contacted me.

   

   

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

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

  Business Response

  Date: 09/10/2022

  We have reached out on options for this issue. Please reach out to our team and supply them with ticket number ********. 

• Initial Complaint

  Date:09/02/2022

  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.

  We ordered a Peloton (refurbished) from a special they were running in August. The earliest scheduled delivery date was for Saturday, August 27, 2022 from 12pm - 4pm which we chose. The delivery window was scheduled for 4 hours, and it said it was 'Out for Delivery'. We weren't contacted at all and waited 10 hours.. still no bike. We contacted customer service, they said they were checking in on this and will get back to us... a few hours later and no contact. We called again and they said they had to get in touch with the delivery team to see if they were coming (it was now 10pm our time). We called back and they said that they couldn't complete the delivery today and that they would have to reschedule the delivery in a week. The earliest time was from 8am - 12pm. We woke up and checked our app and it said 'Out for Delivery'. We then refreshed the app a few minutes later to check on the status and it said that the delivery needs to be rescheduled. At this point, we are extremely frustrated as we have had two delivery dates and have not successfully received a bike that we paid for. We tried to contact customer service and they are saying that they do not have the staff and our bike is not in stock. We are unsure how a bike that was supposedly out for delivery twice, is now not in stock? This makes no sense. We are extremely upset, dissatisfied and disgusted with the Peloton management and customer service. Do not sell bikes online if you do not have the product in stock. Do not schedule delivery dates if you do not have the product in stock or the staff to deliver it. We have had to call customer service every day for a week and they do not have an explanation and their stories keep changing. We also cannot reschedule the delivery date on our own so now we have no delivery date.

  Business Response

  Date: 09/04/2022

  We are sorry to hear about this member's delivery experience. Our Team will ensure that the next delivery window is not missed. 

• Initial Complaint

  Date:09/01/2022

  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.

  I called Peloton a week ago because my bike stopped working with my internet. They booked me an appointment a week out. They never followed up with me or notified me but canceled my appointment. I called in again and waited another hour. The associate told me I would have to wait another two weeks for service. The person on the phone decided to take it upon himself to try and fix the issue. He did not. He found a work around but didnt fix the issue. After giving me an attitude and making sarcastic remarks to me I went silent for a minute. He then hung up on me. I have no service scheduled to fix my bike. I dont want an apology. I just want my bike fixed.

  Business Response

  Date: 09/02/2022

  We are sorry for the delay. We will be in contact to get this issues resolved 

  Customer Answer

  Date: 09/05/2022

  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]

   

   

   

   

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

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

  Business Response

  Date: 09/11/2022

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

  Customer Answer

  Date: 09/21/2022

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