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

  151 Bloor St W Toronto, ON M5S 1N5

• 

  Peloton Interactive, Inc

  25 The West Mall Etobicoke, ON M9C 1B8

• 

  Peloton Interactive , Inc.

  5050 Oakbrook Pkwy Norcross, GA 30093

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:08/16/2022

  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 purchased a Peloton Bike in 2020. In June 2021, I left my home in *** to spend about eight or so months in ********** and had to put my bike in storage. I was told by Peloton personnel that I could "pause" my account with Peloton to avoid being charged the monthly fee. At no time was I told that this "pause" would only last three months and then my account would automatically reactivate, without any notice to me, and that the monthly charges would restart. But that's exactly what happened. Had I been notified, or had I seen the charges, I would have canceled my account immediately to avoid paying the monthly ****, as the bike was in storage and I didn't use the app once in that time. About a month ago, when I noticed that I had paid $400 without knowing it because my membership had automatically reactivated, I contacted the Peloton team. After explaining the issue above, a Peloton representative looked into the matter and promised to refund me the full $400 within **** business days. They even apologized for the inconvenience. See the screenshot of that promise attached. But that refund never came. Instead, a couple days ago, I received a refund for just three payments of $39 and no explanation at all from Peloton as to why the reneged on their promise and refunded me significantly less. I have since spent a considerable amount of time trying to explain the issue to a customer services representative at ********************, but that person was rude and has stopped responding to me. It's an unjust outcome and really horrific customer service and business practices in general. I feel taken advantage of. I ask that Peloton please give me the rest of the refund that was promised. Thank you.

  Business Response

  Date: 08/17/2022

  We apologize for this Member's experience in getting their full promised refund. The Member has been refunded the remaining amount today 8/17/22.

  Customer Answer

  Date: 08/19/2022

  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:08/16/2022

  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 delivered a treadmill to my house, they did not help set it up. It was not working properly when delivered and they told me to trouble shoot a brand new treadmill that has been here for 1 hour. I told them to send me a technician and they then told me it would take 2 days for a ticket to make an appointment. The initial order was cancelled and I had to reorder it. Terrible customer service. Terrible product.

  Business Response

  Date: 08/17/2022

  Reached out to the Member on options for this issue

• Initial Complaint

  Date:08/16/2022

  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 tread in December of 2021 and it was delivered in January 2022. In July, 2022, my Peloton tread stopped working. The machine would not turn on. Around July 21th, 2022 we reached out to support at Peloton. After a series of troubleshooting they informed us that they would start with replacing the power cord. We received the power cord around July 28th, *****, and that did not correct the issue. We reached out again to customer support that day and were told that Peloton would be replacing the base of the tread. An hour after this conversation, the sent us an email requesting that we make a video performing a number of instructions and to send it to them. We completed the video. From there they asked us to perform additional steps more than once which we completed. Since then I have sent multiple return messages to them, and have had no response. I attempted to contact someone by live chat as well but was told again someone would reach out to me. My tread has barely been used and is still under warranty. I am making monthly payments on it and I am not able to use it. There has been no attempts on the part of Peloton to schedule a repair or replacement and at this point they are not answering my emails. At this point I want the machine replaced as I cannot trust that if there are additional problems that anyone will even respond and it was an expensive purchase.

  Business Response

  Date: 08/17/2022

  We are sorry for the delay and inconvenience will be reaching out to the Member with options. 

  Customer Answer

  Date: 08/20/2022

  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:08/13/2022

  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.

  Purchased Peloton tread in late February. First tread delivery was first week of March. Since that time, I have had six treads delivered to my home. First monitor popped off and on indiscriminately. Second through fifth treads had different issues from a broken base to problematic wiring in hand rails to two treads that did not work at all - would not even download firmware or calibrate when delivered. The sixth tread delivered was on 8/12/22 (yesterday). Delivery team stayed for 30 extra minutes after assembly to try and get belt centered and try to eliminate the base/belt scraping noise and loud knocking sound. Delivery team said base was bad; nothing else they could do. Took video and sent to Peloton Support who actually said this was normal tread sound! Went to Peloton Showroom and took video of the showroom treads with a staff member walking on the tread. Super smooth and quiet just like my first tread with the bad monitor. Sent that video also to Peloton Support who stood by their ridiculous assessment about the scraping noise and loud knocking to be normal. Offered to send a certified tech to my home to evaluate. Instead of receiving call to.schedule service, I received service ticket to schedule a complete pickup of the tread. If you call the normal Peloton Support number, they cannot help you because this problem is beyond what they can do. You have to rely on an email thread to this one Peloton Support person who has been facilitating all these pickups and deliveries. I have worked with 2 in past few months on same email thread. They will not provide you with a phone number for this person so you must rely solely on that email thread for all communication. Super frustrating.

  Business Response

  Date: 08/14/2022

  We are very sorry to hear about the experience this member has had. Our Service Recovery Team is working hard to ensure this is resolved as soon as possible. 

  Customer Answer

  Date: 08/17/2022

  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:

  sadly, this is always what Peloton says. They have replied continuously since the first week of March promising to take care of the issue. Unfortunately, with each new tread or delivery, there are more or worse issues to be resolved. Peloton no longer communicates well with customers, sending only emails with empty promises. I have had a non working tread more than *** had a working one, not to mention the aggravation and time and wages lost waiting for six separate pick ************** over past 6 months. The reply they sent to my complaint is more of the same. No one has contacted me ONCE in past week since the 6th tread with the bad base was delivered to my home other than what I stated in my complaint. I have two work orders from Peloton right now one is for TOMORROW to pick up the tread (???!!!???) and one is for next Friday for a service tech to repair the tread base. I have notified Peloton of this 3 times and sent screen shots of what they sent to me and have not received a reply to anything. Forgive me for not being super optimistic about Peloton following through on their reply above  

   

   

   

   

   

   

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

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

  Business Response

  Date: 09/03/2022

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

  Customer Answer

  Date: 09/14/2022

  Better Business Bureau:
  
  

  I have a working tread at the moment. It was delivered in August. Hoping this 7th tread delivery in six months will be the last. Peloton Support handled this miserably from beginning to end. Had I not finally posted on social media after 6 months of horrible customer service, I do not think my issue would be resolved. No one ever really even apologized, offered compensation or even a few free months of my subscription. Nothing after 7 treads were scheduled, delivered, assembled, scheduled for pick **, unassembled, etc., ** my home. I have rug damage, hard wood floor damage and wall damage. Not one apology. 

  
  
  

  My tread issue seems to finally be resolved (if this one continues to work). Its only been a few weeks.  

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

• Initial Complaint

  Date:08/10/2022

  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.

  On 7/23 the power adapter for my Peloton bike burst into flames and started a fire that damaged my Peloton bike and accessories (bike cover and mat). I contacted Peloton immediately via ******** direct message and was connected with a representative from their support team. I sent her pictures of the damage and we began communicating via email. She asked me to ship them the faulty power adapter, which I did. The support rep called me on 7/30 and we discussed details of the incident. She indicated my case was under review and if the power adapter could not be replaced, a technician would service the bike. On 8/2 I received an email from the support rep indicating the bike was not safe to use and I should discontinue use. She recommended I buy a new bike. She did not offer to have the bike inspected/serviced, as originally indicated during our phone conversation. I have replied several time to her and called Peloton support via phone, as I am not accepting their unwillingness to fix or replace the bike. A faulty power adapter (as determined by an electrician who looked at the adapter before I sent to Peloton) started a fire in my home and damaged my bike and accessory equipment. Peloton is not accepting responsibility for they faulty equipment, or offering to fix or replace the bike. Had I not been home to extinguish the fire, it would have spread and burned down my entire house. I understand that the bike is no longer under the 1-year warranty, but Peloton should replace it due to faulty equipment that resulted in a fire. ***** told me that the power adapter should not come into contact with moisture or sweat. It is powering an exercise bike-it is inevitable that it will come into contact with sweat. I'm not accepting Peloton's refusal to take responsibility of faulty equipment that they should now replace.

  Business Response

  Date: 08/16/2022

  We sincerely apologize for this Member's experience. After investigation of the incident, our Team was made aware that the Bike was located in an environment and used in a manner inconsistent with applicable safety warnings and the Bike Product Manual. Unfortunately, we will not be able to provide a replacement at this time.

  Customer Answer

  Date: 08/22/2022

  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:

  
  In response to Peloton's claim that the bike was located in an environment and used in a manner inconsistent with applicable safety warnings and the Bike Product Manual, please see my response below:
  In accordance with the Peloton instruction manual, the bike was used and stored in a dry, temperature controlled environment that did not exceed the Peloton guidance of ****** deg F. ********* cable was not run underneath the bike, per the Peloton instruction manual. Peloton's claim that the cord be kept free and clear of sweat is absolutely ridiculous given that the bike is an exercise bike (sweat is inevitable) and considering that the plug in port for the power adapter is located behind the rear base of the bike, directly underneath the bike seat. After each ride, I would wipe the bike and adapter/cord down completely. I am not satisfied with Peloton's lack of accountability and responsibility in this matter. I will be pursuing legal action if needed. I urge Peloton to re-review the photos I sent and the destruction that the electrical fire caused. The moisture you see in those photos is water from extinguishing the fire, NOT sweat. As you can see from the photos of the power adapter, the origin of the fire was within the power block itself, rather than a connection issue. It is Peloton's responsibility to replace the bike due to faulty equipment (power adapter). Had I not been home to extinguish the fire when I smelled it, my house could have burned down with my dogs inside. I urge Peloton to prioritize customer service for its members and do whats right.
  

   

   

   

   

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

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

  Business Response

  Date: 09/01/2022

  We sincerely apologize for this Member's experience. Unfortunately, the Bike was not located in a temperature-controlled environment, as recommended in our Bike Product Manual. We will not be able to replace the Bike free of charge due to lack of appropriate care of *****

• Initial Complaint

  Date:08/08/2022

  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 have a Peloton bike. I am paying $44/month for the app to use w/ the bike. The bike is broken and has been for over 2 weeks. Peloton is taking their time fixing the bike. I was home on Saturday to wait for the technician who cancelled last minute. Every time they propose an appointment, I am unavailable and they are unwilling to work with me. Meanwhile I am paying for an app I cannot use. I have asked Peloton customer support repeatedly to credit me the price of the app while I wait for the bike to be repaired and they are not addressing the problem. They skirt the issue in the emails and keep pawning me off to their horrible tech company.I want a refund for the app during the time because since I was last billed I have not been able to use the app. I am cancelling my membership but I want a refund for the last payment. Incidentally this is the THIRD time the bike has broke in the 21 months I have owned it.

  Business Response

  Date: 08/09/2022

  We are really sorry to hear about this. Our Service Recovery Team is currently handling this request to ensure that it is resolved as soon as possible. In the meantime, we have appropriately compensated the member in membership payments for not being able to use the bike while waiting for repairs. 

• Initial Complaint

  Date:08/03/2022

  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 will not repair damage to my treadmill caused by their own employees. They have indicated that I must pay a service fee of $545 plus taxes to schedule a repair for damage caused by their own negligence. Peloton customer service in general is atrocious. I have spent hours on calls and emails with various different representatives to schedule service calls. I took off work several times only to have no one show for scheduled appointments with not so much as a courtesy call from Peloton. I have also had technicians show and leave indicating they either not prepared, not trained, or ill equipped to perform scheduled service calls. It is apparent that Peloton has no regard for customer service after selling their equipment.

  Business Response

  Date: 08/03/2022

  We are really sorry to hear about the problems this member is experiencing with their Tread. The appropriate team will be working on ensuring this is resolved shortly. 

• Initial Complaint

  Date:08/03/2022

  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 the treadmill and paid $2,950.86. My tread was delivered December of 2021. It worked fine until 4/8/22. At which time I contacted Peloton. I have not had a working treadmill since that date! Peloton states that since it is past my 30 days, they cannot send me a new treadmill nor can I get a refund. I have emails and reference numbers documenting the multiple attempts to get my tread fixed. There have been mix *** with scheduling and refusal to deliver by XPO. One time I was told the base needs replaced, then next I was told it doesn't. They sent me a new screen and the railing was replaced today. STILL DOESN'T WORK!! Now I'm told I need a new base! I asked for a new tread. I was told by Peloton that since I am past my 30 days, that it has to go to leadership. This is beyond frustrating and ridiculous.

  Business Response

  Date: 08/03/2022

  We apologize for the experience ******* has had with getting their Tread repaired. We have placed an order to replace the Tread in full in order to resolve the ongoing issues being experienced. This Tread Swap is scheduled to be completed on 8/23 and we will continue to monitor this to ensure it is completed as anticipated.

  Customer Answer

  Date: 08/04/2022

  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:08/01/2022

  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.

  I ordered a Peleton Tread on October 3, 2021 for a total of $2924.60. I received the Tread in not working condition and had to get a technician to come fix it. It took a month for the technician to get the part and come to fix it. I was injured shortly after ordering the Tread and have been unable to use it because of my injury. I decided to initiate a return for the Tread because of my inability to use it since I got it. I based this in part on the return policy stated on the Peleton website, that says a return can be made after the 30 days with approval and a minimum $300 return shipping fee. I chatted with a Peleton support member to initiate a return and they said a return after 30 days can only be made if there are hardware/software issues with my Tread. There is no mention of this on the Peleton Return Policy page. I would have initiated a return within the ************************************* the return policy, because I was under the impression that my Tread could be returned after the 30 days. I hoped to recover from my injury over time and use the Tread in the future, but have been unable to do so. I based my decision not to return the Tread within the 30days based on the return policy on their website, because it says a return can be made after 30 days, without mentioning it must be hardware/software related. I tried returning it but was denied. I feel like I was misled into believing I could return the Tread after 30 days based on the return policy, and feel like the stated return policy on the Peleton site is misleading and unclear. I have copy/pasted the relevant section of the return policy, as well as attached a screenshot.

  Business Response

  Date: 08/01/2022

  We are sorry to hear about the experience this member has had. However, they are referring to the return policy that applies to Members whose purchases are not eligible for the Home Trial, for example, Members who are purchasing the same hardware product for a second time. Since this order was eligible for a home trial, we are unable to issue a refund. 

  Customer Answer

  Date: 08/03/2022

  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]

  The response from Peleton does not make sense and does not address my complaint. They mentioned something about purchasing the product twice, which does not apply to me. They also do not address the discrepancy in the return policy online and what a team member told me on a support chat. In their return policy online, they state that a Peleton Tread(the item I purchased) can be returned after 30 days with approval and a minimum $300 return shipping fee. However, they do not specifically and clearly state the requirements for a return approval, only that an approval is required. When I talked to a support member they then informed me an approval could only be approved for hardware/software issues, which is not stated at all on the official return policy online.

  Because of this unclear and incomplete return policy, I was under the impression that I could return the Tread/product after the 30 days if I simply contacted Peleton to get approval and pay a return shipping fee. If the online return policy had accurately and clearly stated the only reasons a return for a product could be approved, I would have taken different action.

  Therefore, the response from Peleton is completely inadequate and does not address my complaint. My stated outcome was to be able to return my product to them for a full or partial refund, not a simple refund. 

   

   

   

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

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

  Business Response

  Date: 08/04/2022

  We are sorry for the experience you have gone through. We have Reached out on options

• Initial Complaint

  Date:07/29/2022

  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.

  Multiple issues with Peloton and delivery service XPO. Refusal to replace bike+ with multiple delivery incidents. Damaged screen, glass everywhere and cuts from XPO dropping screen. Replacements with scratches and faulty frames. Time lost from work and changing delivery times without my knowledge. Continuing to be billed and paying on a faulty and defective piece of equipment.

  Business Response

  Date: 07/30/2022

  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 the Member with all of the information we have to assist in resolving this matter.
  
  

  Customer Answer

  Date: 08/01/2022

  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 had multiple deliveries of faulty products dating back to April of this year. I have been injured during delivery due to poor delivery service without reconciliation. Every bike+ has been delivered with an issue. I have lost many hours from work and have lost paid time off due to poor products and poor communication. I am still paying on a product I cannot even use.

   

   

   

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

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

  Customer Answer

  Date: 08/11/2022

  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]

   

   Peloton did not offer another bike+ swap. They denied it.

   

   

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

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

  Business Response

  Date: 08/13/2022

  Based on our system, we have performed three Bike+ swaps, dates as follows: 4/23/2022, 5/14/2022, and 7/29/2022. Our Team has determined that the best course of action is to send a Service Technician to the Members home to assess the Bike+ and replace the necessary parts. We will work with our Delivery Partner to ensure that an appointment is scheduled promptly, and we will follow up with the Member to confirm that the issues has been resolved.