Business Profile

Exercise Equipment

Peloton

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Exercise Equipment.

This business has 1 alert

Pattern of Complaints

Complaints

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

Customer Complaints Summary

816 total complaints in the last 3 years.
128 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:08/21/2022
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.
Ive had the peloton bike for over a year, so I am out of warranty. The bike did an update and now the screen wont let me click on any profiles or get passed the screen for the profiles. After rebooting, restarting, etc on my own I then contacted Peloton customer support. I spent an hour or so with them doing everything they told me to try, nothing worked. I was then told the solution is to buy a $900 replacement screen. Excuse me?!? I purchased a very expensive bike, I pay a monthly membership and its my responsibility to pay for a new screen that is barely over a year old? This is not customer service, this is price gouging. I was then told I will need to return the broken screen, probably so they can fix it and then sell it as a refurbished for $400. This is absolutely not ok.
Business Response
Date: 08/22/2022
We are really sorry to hear about this situation. We have ensured that the appropriate team is reaching out to this member now to rectify this issue.
Initial Complaint
Date:08/20/2022
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 paid for 2 years worth of insurance for my bike + and have tried several times to get a service. My $2500 bike is making odd noises that I would like checked. They scheduled an appointment for a pedal which never arrivednor did the service tech. I called to ask them for another appointment and received 2 different times on the same day. They didnt show then either.
Business Response
Date: 08/21/2022
We are sorry to hear about the trouble this member is experiencing while waiting for a service appointment. It appears that the service team in this member's area is currently transitioning to a different team. We do not expect the next service appointment to be rescheduled as it should go smoothly.
Customer Answer
Date: 08/25/2022
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:
They have again canceled an appointment without notice. I had to contact their support to reschedule for another dayagain taking me away from work.

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

Sincerely,

*****************************

Business Response
Date: 08/29/2022
We are sorry to hear that this appointment was cancelled again. We are working with our team to ensure this is not rescheduled again. Due to a recently restructure in this member's area, we are experiencing a delay.
Initial Complaint
Date:08/19/2022
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 received an email invitation and saw this information on their website (currently) the they are offering an extended warranty to customers who purchase their bike plus between certain dates (mine does and assume this is why I got the email). When I contacted customer service to pay for the extended warranty it is now magically "on pause" and to try back in a few days or weeks?! I fit all the qualifications and contacted them by September 30, 2022 and randomly it is gone. I want this offer honored. It is currently still active on their official website. I did not want to argue with the customer service rep because it is not there fault but it is a breach of implied warranty. *****************************************************************************************************************
Business Response
Date: 08/21/2022
We are sorry to hear about this experience. Our Executive Support Team is reaching out to this member now to offer our promotional warranty offer.
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.

Hello,

I did not respond on time but I would like to note that this was resolved and I feel satisfied with the resolution Peloton took to resolve it.

Thank you,

*******
Initial Complaint
Date:08/19/2022
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.
My husband and I called Peloton to purchase a treadmill on 8/15 when we heard about an impending price increase. The sales rep we spoke to in ********* said that they would honor the lower price for us via an adjustment of $800. We scheduled our delivery for 8/20 and began to move around things in our home to fit the new treadmill. My husband called the sales rep on 8/18 to reconfirm that the $800 price adjustment would be honored and spoke directly with the showroom manager who confirmed the price adjustment would take place. After we confirmed our delivery with XPO for 8/20, the original rep called us on 8/19 to tell us that they would no longer honor the promised rate. I called customer service who asked if I had any documentation and I said no, but that we had spoken with the Peloton rep and showroom manager (on a Peloton- recorded line) who could confirm our situation multiple times and provided his name and showroom location. The customer service rep put me on the phone with her supervisor who told me he agreed that what happened was unfair and dishonest, however he would lose his job if he honored the rate that was promised to us.
Business Response
Date: 08/21/2022
We are working to determine eligibility for a price adjustment. We will review the issue and reach out to the Member.
Customer Answer
Date: 08/29/2022
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:
Someone from Peloton customer service reached out to let me know that they were not able to honor the commitment from their sales team. They offered no other solution.

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

Sincerely,

*********************

Business Response
Date: 08/31/2022
The price change for Tread went into effect on Friday, August 12, 2022. Unfortunately, this order was placed on Monday, August 15, 2022, after the price had increased. Because of this, we are unable to provide our original pricing. We apologize as we understand this is not the outcome the member was looking for.
Initial Complaint
Date:08/19/2022
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.
Ive been going back and forth with Peloton since May trying to get a refund for the recalled Tread+. For months, I was told that this is my banks issue and that theyre holding my money from me. Finally, my issue was escalated and I thought I reached someone that would help me. If I sent a letter from my bank stating that they never received the funds, Id get a check mailed to me. I was told last week that there was never an issue with my bank at all and that Peloton would be sending me a refund check. Im happy about that, but they will not give me any additional information. When I ask for details on a timeline or a guarantee that I will, in fact, receive a check, I am told that they will get back to me when it is convenient for them and that it is a lengthy process. Ive been told that I should stop calling/emailing/chatting. When I do any of those things, Im shut down and told that someone is already working on my issue. Peloton customer service is unable to call their own billing department and it is not a possibility to have my case escalated to a supervisor or anyone that is connected to billing/refunds. Im told that even if they did pass my case up the chain of command, everyone I talk to will give me the same response. I am looking for nothing more than the refund that I deserve and a clear commitment that I will, in fact, get my refund for the recalled machine that hasnt been in my possession since May.
Business Response
Date: 08/21/2022
We are sorry to hear about this experience. We have assigned a Billing Supervisor to assist this member with receiving their refund.
Initial Complaint
Date:08/19/2022
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 have been working with a ***************************************** in the ***** ***** store at ************************************************************************, first going into her showroom back in May/June 2022. I have been interested in the Pelaton Bike. ******** called me last Saturday (8/13) to inform me that the prices have gone up on the bikes and that because she has already been working with me, she could sell me the bike I was interested in at the old price provided I come in within a week to purchase the bike. I went in today (8/19) to purchase the bike and ******** informed me that "Corporate" will no longer allow them to sell at the old price even though the week before, she committed that she could do so if I came in within the week to close the deal. I drove 45 miles today to get this done only to be told no and sent home. I called their customer service office to no avail. They gave me the number to the showroom and told me I should call them to discuss my issue (I had just left the showroom). Seems to be a bit of deceptive business practices going on here. I thought Peloton was an upstanding company until I looked them up within the BBB and have found that they have thousands of complaints against them. I would like them to live up to their commitment they made to me.
Business Response
Date: 08/21/2022
We are working to determine eligibility for a price adjustment. We will review the issue and reach out to the Member.
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:08/19/2022
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 received an email from Peloton on 8/9/22 regarding their treadmill priced at $2695. On Friday, 8/12/22 I clicked through the email to purchase the tread to see the price was $3495. I immediately started at chat with a Peloton rep asking if the price I was given in an email 2 days prior could be honored. I was referred to discuss via the phone and email. I then spoke on the phone with a Peloton rep who told me to email customer support and that the price should be honored. I sent that email on Friday 8/12/22 at 5:07pm."Thank you for reaching out to Peloton Support! Your reference number is 21831909"I emailed again on 8/15/22 at 10:46am as I had no response and was anxious to purchase the tread. My husband then called on Tuesday 8/16/22 and was told to await a response to the email. I then called today 8/19/22 at 11:36am and was told there was nothing they could if I had not purchased the tread by 8/15. NO ONE on the chat or phone said this to me and no one to date has responded to my email. I am a current customer and want to buy the tread fro $2695 as printed in an email from 8/9.I did all the correct things to reach out to Peloton as outlined by their website and representatives.
Business Response
Date: 08/21/2022
We are working to determine eligibility for a price adjustment. We will review the issue and reach out to the Member.
Initial Complaint
Date:08/19/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased and received a Tread+ from Peloton in 2019, and this item was recalled in 2021. I returned my Tread+ and it was picked up from my house on June 21, 2022. I never received my refund. When asked about the refund, I was provided a receipt that $4,539.76 was refunded to me on June 27, 2022. However, despite repeated inquiries to my bank (2 phone calls and 1 in-person visit), my bank does not have any record that this refund was ever attempted. Even if the refund was attempted and rejected, my bank would have rejected this attempt within 2-3 business days. Information from Peloton **************** indicates that they would have received any rejected funds within 30 days. Since I am beyond even this date, I have no indication that my money is going to make its way to me. Although I have an open ticket with Peloton (reference #********), I have no communication from them regarding any resolution or plans to rectify this situation. I am attaching the receipt I was provided, as well as my most recent email communication from the company. The ticket contains multiple phone conversations additional to this inquiry as well.
Business Response
Date: 08/21/2022
We are sorry to hear about this situation. Our Executive Support Team will be reaching out to our payment processor to ensure this is resolved as soon as possible.
Customer Answer
Date: 08/23/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
I have been in touch with the Executive Support team while they have been easy to access and work with, I still have not received my refund, and will update this response once have received it

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

Sincerely,

*******************

Customer Answer
Date: 03/23/2023
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:

My issue has not been resolved, and the company has stopped responding to me. I have new information (a letter from my bank) that I need to add into my complaint, but I am not seeing how to accomplish this online.

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

Sincerely,

*******************

Business Response
Date: 03/27/2023
We apologize for this Member's experience, our leadership team is actively working with this Member for a resolution.
Initial Complaint
Date:08/18/2022
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.
Approximately 2 months ago we lost full interaction with peloton and the ability to utilize certain features within the app. Have attempted for this entire time to come to a resolution with the company. They have failed to resolve the issue at multiple steps. They promise in writing they will be following up with specific dates and times and do not. We attempt to contact them through channels they have asked us too and they do not respond. I am being charged full amount every month and am not able to use functions that are within the app and am paying for. Last rep stated well cant figure it out so we what you can do. Extremely poor follow up with little if any concern to resolve the issue. We are unable to send follow requests or receive them from certain users but not all. Have spent countless hours completing tasks promoting has asked with no resolution. As of today we have been attempting to reach the business for over a week with no response from peloton.
Business Response
Date: 08/21/2022
We are sorry to hear about this experience. We will ensure that someone in our leadership department reaches out to this member shortly to continue assisting.
Customer Answer
Date: 08/23/2022
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 becauseThe business has not contacted me to this date as they have stated.

*********************]

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

Sincerely,

*********************

Customer Answer
Date: 09/23/2022
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 canned response they send every time this issue is going on 3 1/2 - 4 months now they have offered nothing as an apology like maybe lowering monthly payments since I can not use the program as other members can. Today I got an email telling me the problem was resolved. The issue they said was resolved was not even the problem that was reported. That is exactly what keeps happening. Why can someone of authority who actually cares do or offer something. There own person states that the people who could fix this wont even talk with them. How are we suppose to know when this issue is solved.
******* the manager who contacted me over a month ago has honestly been no assistance. I am not even sure she is listening to what is the problem. Peloton should honestly be ashamed of whats going on here. I cant imagine why a corporate person has not picked up a phone to talk with me.
****

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

Sincerely,

*********************

Business Response
Date: 10/05/2022
We are very sorry to hear of this Member's experience. Our Team is actively investigating the issue reported, and we will contact the Member with any updates as they come.
Initial Complaint
Date:08/18/2022
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.
In fall of 2020 we purchased a tread plus. There was a recall and we returned the tread on July 14th. We paid with a **** and have receipt. Peloton claims they issued a credit on Apple Pay. We have spoke to bank and apple and no credit was issued. At this point its been almost 40 days. Peloton claims they sent money. We have all proof they have not.
Business Response
Date: 08/18/2022
We are very sorry to hear of this Member's poor experience. Our Team is currently investigating the delay in the Member receiving their refund, and the Team will contact the Member directly as soon as we have additional information to share. In the meantime, we encourage the Member to reach out to Member Support who can be reached via email at ************************************* or via phone at ************.

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

This business has 1 alert

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Customer Answer

Business Response

Complaint statuses

Business Response

Peloton is NOT a BBB Accredited Business.