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:09/01/2022

  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.

  On 8/14 I contacted Peloton online to purchase a Tread. I worked w/ Peloton rep ************** (who was awesome, & helpful). I told her I wanted to buy a treadmill, that i'm a teacher, & that I wanted to purchase the treadmill while Peloton was honoring the pre-price increase price. I was ready to purchase the tread that day, but because I was eligible for a teacher accessories discount, she sent me the link to verify my teacher identify, set up an order for me, & told me (in writing, see below) that Peloton would honor the old price ($800 + tax cheaper) until 8/19....so I had time to verify my teacher identify and purchase. I verified my teacher identity, & replied to *****'s email to provide verification code & was ready to complete the purchase she set up on 8/14. She was out of the office until 8/19. I reached out the Peloton via chat again to get the order processed since ***** was not in the office in the time period I was quoted. The new rep told me Peloton changed their policy, & was not honoring the old price. But, that rep told me since I had documentation that I had initiated an order before the policy change AND because I had been told (in writing) that the price would be honored until 8/19, that I should go ahead and place the order; then submit documentation. I placed the order & the issue was escalated to the "Leadership Team" & then to ******************* After several conversations, & after I submitted documentation, I got an email on 8/18 saying because I had submitted documentation, they would honor the old price (as originally quoted), & that my refund would post by 8/22 (attached below).On 8/25 (a week later), i got an email saying they would not be honoring the refund (even after being told, in writing, that it was approved). I followed up, & was offered a $200 discount, but believe what I was told, in writing, should be honored. It's unethical to request documentation, approve a refund, then deny it. It's poor customer service, also.

  Business Response

  Date: 09/02/2022

  We are sorry for the miss communication. Due to the time frame of the order being placed we are unable to honor the $800 difference but can offer the $200 for the inconvenience.  

  Customer Answer

  Date: 09/02/2022

  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:

  Peloton responded saying this was a miscommunication -- if that is the case, the right thing to do is honor the refund that was promised.  If you "miscommunicated" that I would get a refund, after it went through so many layers to be approved, that is your mistake, and the consequence of the miscommunication should not be passed on to the customer.  
  
  Waiting a week to all of a sudden not process a refund that was promised is Bait and Switch.  This is a morally suspect sales tactic to lure a customer in with a specific claim about a low price that turns out to be unavailable in order to upsell the pricier item. It is considered a form of retail sales fraud.  A miscommunication from Peloton should be resolved in support of the longstanding consumer; but handled in this manner it is the fraudulent practice described above (especially over a week after the refund was promised, in writing). 
  
   

   

   

   

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

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

  Business Response

  Date: 09/06/2022

  We apologize for the frustration the Member has experienced. A member of our Leadership Team has been in contact with the Member and provided the options we have available to assist with this matter. We encourage the Member to reach out to us directly with any further questions or concerns. 

  Customer Answer

  Date: 09/08/2022

  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: Peloton did not honor the agreement we made, in writing.  Their response takes no responsibility for changing the terms of our agreement a week after the sale. It is an unethical and unsatisfactory business practice.  

   

   

   

   

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

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

• Initial Complaint

  Date:08/27/2022

  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 ordered a peloton bike.They have failed to deliver the bike. They were were suppose to deliver again today. The window delivery time was from 10am -1pmz they did not show up. This is the second no show by peloton in 2 weeks. When I call the customer service number they say they are escalating the issue but nothing happened. They also said they were going to give me a discount and money back but they used an on going promotion. I would like the product and an honest answer as to when its is going to be delivered. *********************************

  Business Response

  Date: 09/11/2022

  We can confirm that this delivery was completed now and this has been resolved. 

• Initial Complaint

  Date:08/26/2022

  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 purchased a Peloton Bike in January 2020, and within a few months the bike started to make rattling noises that got louder through time, and the pedals also started making loud noises. I reached out to Peloton in December 2020 and reported the problem during the warranty period (ticket# ********). It was determined that there are bearing and pedal issues with the bike and a replacement is needed. Due to COVID constraints, it was agreed that the visit from the tech would be deferred, and we finally arranged for the replacements to happen in May of 2021. After only a few months of using the bike, the noise issues resurfaced again, and again, this has only gotten worse through time. I reported this to Peloton prior to the one year anniversary of the repair, in May of 2022, mentioning that the noise has been present for months. First off, I have had a very negative experience with Peloton customer support, leaving me without a response or waiting for an escalation for weeks at a time, and now multiple support reps have communicated that this is yet another defective "bearings" issue and it's "normal" for the bike to have this issue in a matter of months of use. Therefore, Peloton is refusing to accept any responsibility for addressing this issue, and is looking to pass on the cost of material and labor to a customer who has paid for this expensive exercise equipment and continues to pay a sizable monthly subscription cost. Expecting customers to have to bear the high cost ($200+) of replacing an unreliable and low quality part that has had issues on this bike for the duration of my use, seems to be a very unreasonable stance by the company. To make matters worse, the support process and responsiveness has been truly disappointing, leaving me no path of resolving this issue directly with the company.

  Business Response

  Date: 08/27/2022

  We are sorry for the experience **** has had. The lack of communication is definitely not something we strive to provide here and our Leadership Team has taken authority over ****'s inquiry. We have extended the offer of making the necessary repair free of charge and are currently awaiting address confirmation. Once the address is confirmed by **** we will get the repair placed for scheduling and completion as soon as possible!

  Customer Answer

  Date: 08/30/2022

  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:08/26/2022

  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 contacted customer service to see if I can get my bike plus fix or exchange. I havent even had my bike for a year and the lady told me I had to paid for the frame around *****. Thats what I almost paid for my bike. I explain to her that one of the cables from my sensor was loose and it was not where it should be. She told me she would talk to her lead and she would get back to me. I would like for peloton to please fix it because it wont read my speed and there is no point of me using it. Please peloton do the right thing the bike is not cheap and I love the company. I read really bad reviews and how they are rude. Im upset that I cant use bike and they refuse to fix it.

  Business Response

  Date: 08/27/2022

  Will be reaching out to the member on options to resolve this issue. 

  Customer Answer

  Date: 08/31/2022

  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:08/26/2022

  Type:Sales and Advertising 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 had the peloton bike for a year now, and every month a new problem arises w the bike. It has always been an issue resolving it but this last time I sent an email to the customer support email provided on the website about the bike. I havent heard from them and the email was sent august 13 2022. This is unacceptable as my warranty also is ** in September 2022. I tried calling on august 18 and was on hold for over an hour before I had to hang up.

  Business Response

  Date: 08/27/2022

  We are sorry for the delay and we will be reaching out to the  member to get this resolved 

• Initial Complaint

  Date:08/25/2022

  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.

  Email from Peloton with ZERO prior warning given and I am unable to speak to someone on the phone about this, just get transferred from department to department. I lost out on credits I had plus I was in process of making THEM money. This is absolutely egregious and I demand that my account is unbanned from referrals and I get my unused credits back. I will abide by their rules and regulations from this point forward. Below is the email. Regards, ******* ** ******** ** **** **** ***** ***** *** ***** *** ******** ******* ** * ***** *** ** *** ******** *** ********* ******* *** ****** ** ******** ***** ** ********* *** ******* ** ******* ***** ******** ***** ** ******* *** ****** ********** ** ********** * **** ** ****** *** ******** ****** **** *** ***** *** *** ************ ** ******** ***** ** ****** ****** ******* **** ******** *** ***** ** ******* *** ******** ***** **** ******* *** *********** ** **** ******** ******* **** **** ******** **** ** ****** ******* ** *** **** *** ****** ****** ** ** **** ******** *** *********** **** ******** **** **** ** ********* ** **** **** *** **** ** *********** ** ** ******* *** ****** ******* **** **** **** ************ *** *** **** *** ******** *********** **** ** ***** *** *** **** ************* *** ************ ** **** ** ***** *** *** *** **** ********* ****** ****** ******* ******** *** **** ** ******** *** **** ***** ** ********** **** ***** * **** ** *** ******* ******* ** **** ** *** *** ** *** *********** ***** ****** **** **** ** ******* ** **** *** ********** *********************************

  Business Response

  Date: 09/09/2022

  We will reach out to the member on options. 

• Initial Complaint

  Date:08/25/2022

  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.

  Pelotons services include a subscription which allows you to use programs as well as individual classes and other applications. The programs have not worked for 4 months now, Ive attempted to contact peloton and the only solution theyve attempted hasnt worked. Everything else on the bike and tablet works yet they claim the entire tablet needs to be replaced for $350 without even knowing the issue. During this time they have charged me for the monthly subscription without delay. Ive called multiple times and never been able to get a single person on the phone, my only contact is through email. They have completely disregarded theyre obligation to deliver on the subscription and refuse to fix it or refund the money. When requesting to speak to a supervisor I receive an excuse that they have high volumes of issues to deal with.They are unable to hold themselves accountable for their services and yet still demand payment - this is fraud and is unacceptable. I pay a monthly fee for a subscription and a monthly fee for financing a bike that I dont have full access too. I pay over $80 a month and peloton doesnt have the decency to provide the full service they are offering.

  Customer Answer

  Date: 08/26/2022

  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:08/23/2022

  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.

  Hello I am at wits end with peloton customer service. I spent hard earned money for a tread and a bike of which neither work. Since the order on 8/13 I have no concrete resolution that is satisfactory. Today I took of to receive a bike frame to fix the bike. Got the email last night from peloton confirming the delivery today. Took the day off to get a text mid morning stating sorry there is no bike frame in stock to send. So much for the completely gone over refurbished bike I bought. I am working with what is called leadership at peloton. Was told by I would have a call back today. The call never came so I called. I was informed a complete bike swap was ordered. Then told another frame. Now maybe a frame will come on 8/30. XPO has informed me they can have a bike here tomorrow if peloton puts notes in the system to do so. Well XPO will step up but peloton leadership will not. So end result still a tread and bike that are just good to hold a towel. No one ever calls back like they say. The latest Ref # is ********. Can someone at peloton step up to the plate and authorize XPO to bring me a bike tomorrow? At least call me back

• Initial Complaint

  Date:08/23/2022

  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.

  In December of 2021, we ordered a Peloton bicycle to be delivered to our home. The delivery company, XPO out of *************, dropped the bike, damaging our stairs and also damaged the walls when they scraped along the staircase. Starting that day and continuing until July 2022, we have had numerous communications with both Peloton and XPO to get compensation for the damage. I have available a file of emails and notes of phone call dates / times we have contacted both companies and 9 months later we still have heard nothing. Peloton tells us to go through XPO but we purchased the bike through Peloton. XPO is their delivery provider and we cannot get XPO to compensate for the damage, therefore we feel it should be Peloton's responsibility.

  Business Response

  Date: 08/25/2022

  On behalf of the Executive Support Team, we sincerely apologize for the Member's experience. We are making outreach to the Member to work toward a resolution.

  Customer Answer

  Date: 09/02/2022

  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 has contacted us but only to say we need to continue with their contracted delivery company who, to date, has done NOTHING to resolve the claim and they have tried to close the claim numerous times. We do not want to deal with the delivery company. We feel it was Peloton product and Peloton delivery, therefore Peloton should compensate us and then get it from their vendor.

   

   

   

   

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

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

  Customer Answer

  Date: 10/17/2022

  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:

  On September 22, we were told that a credit card for $275. (the amount of our damages) was sent from XPO. 

  Both Peloton and ** Better Business Bureau have tried to close this claim numerous times. (ID *********.

  Today we received the email below telling us that they will now send a check. It has been three weeks so apparently the credit card was never sent even though we were told it had been.

  We will continue to follow up on this. Peloton should have covered this ten months ago when the damage was done but they continue to tell us they are working with their delivery partner.

   

   

   

   

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

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

  Business Response

  Date: 10/28/2022

  We sincerely apologize for this Member's experience. We have followed up with XPO to ensure that the check has been mailed out.

• Initial Complaint

  Date:08/22/2022

  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.

  Date of transaction: 08/13/2022 Location: Peloton ********* We originally looked at the Peloton tread in store on 08/07/2022. We received a voicemail from sales rep ******* on 08/13/2022 stating that Peloton was increasing the price of the tread by about $800 but she could honor the prior price ($2495 pre tax) until 08/19/2022. Given this promise, we decided to purchase the tread on 08/13/2022 (we still have the voicemail recording). She stated that we would be charged the new price ($3495 pre tax) but would receive a refund in a week. However, we never received the refund so we called Peloton support and were informed that they could not honor the prior pricing. We would like Peloton to explain why their sales reps are trying to make sales with false information.

  Business Response

  Date: 08/23/2022

  We are working to determine eligibility for a price adjustment. We will review the issue and reach out to the Member.