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 has 11 locations, listed below.

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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 Interactive, Inc

  100 City Centre Dr Mississauga, ON L5B 2C9

• 

  Peloton

  401 Newport Center Dr Newport Beach, CA 92660

• 

  Peloton

  754 758 Main St West Vancouver, BC V7T 0A5

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:07/28/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My husband and I purchased our Peloton a little over a year ago. Shortly after the warranty expired the touchscreen is no longer working rendering the bike completely useless. We paid nearly $2500.00 for a product that no longer works and would require us paying another $350.00 to fix. The biggest issue that I have is that Peloton offers no other solution or troubleshooting other than powering the unit on and off. There is no diagnosing why the touch screen no longer works, whether or not it actually is the touchscreen or if the cable connecting it could be the issue. Our only option is to buy a new screen, which may or may not resolve the problem. The bike has been well cared for and we have ridden it less than 200 times. This seems to be a very common problem with Peloton. After inquiring with their customer service team I was told that a manager would look at our issue and get back to us with an email 15 minutes later. We have still not received an email 5 days later and a follow up call with another agent informed we just have to pay for the new screen. Their electronics are faulty and poorly constructed and they offer no solution.

  Business Response

  Date: 07/28/2022

  We are really sorry to hear about the problem this member is experiencing and lack of response from support. Our Executive Escalations Team will reach out to this member to ensure this is taken care of as soon as possible.

• Initial Complaint

  Date:07/27/2022

  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 recently discovered that I've been double charged for my Peloton membership. This was a company error that occurred after a promotion to members that they could replace an old bike with new one that had updated features. After speaking with an agent, I learned that I have been charged an additional $44.00/mo since 11/2020 which has totaled to $924.00. The company stated that per their policy, they can only reimburse the expense up to 3 months- which they have claimed to do, although I've not received an email or receipt stating the reimbursement is in process. As this was an error on their part, I would like Peloton to reimburse the remaining balance of $792.00. If preferable, I am willing to accept a company credit for the same amount.

  Business Response

  Date: 07/28/2022

  We are sorry for any inconvenience and will be looking into this issue and follow up with the Member. 

  Customer Answer

  Date: 08/01/2022

  Better Business Bureau:

   

  Peloton contacted me directly and, along with an apology, reimbursed the entire erroneously charged amount to my original form of payment, less tax. 
  
  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:07/26/2022

  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.

  I purchased a Bike plus in November 2020 (received December 2020). Ive had the bike a year and a half. The screen stopped working. I spoke to the business multiple times (one via chat and twice by phone) and they refuse to replace free of charge or return/refund. They say the screen is out of warranty. The warranty is not clearly outlined when purchased. They did not offer an extended warranty. I have a cat and **** shirt from target with a lifetime warranty. The fact that its an almost $3K product with a year warranty is alarming and unacceptable. I have had the product less than 18 months. I am still paying the product off with affirm and paying a costly monthly membership. I would like them to replace screen or take back the bike. It is now unusable without the properly working screen. I am also considering filing a complaint with Affirm (who financed my purchase) if Peloton will not rectify the situation.

  Business Response

  Date: 07/26/2022

  We are sorry to hear about this member's experience. Our Executive Escalations team is contacting this member now to explore additional steps we can take to ensure this inquiry is taken care of.

  Customer Answer

  Date: 08/02/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ******** and connected directly with Peloton support - my screen has been replaced. I find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  Date:07/25/2022

  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.

  I scheduled a pick up of my Tread+ on June 1, 2022 for July 25, 2022. My Tread+ was recalled this past year. It can be returned and refunded through November 2022. I had scheduled the delivery window from **** PM at my new address as I had moved in the past year and Peloton had previously moved my Tread+ for me. The pick-up company had my previous address in their system and accidentally had my old address listed. My previous address is only 5 minutes away from my new address. I noticed this on the day of my pick-up email and tried to call the delivery/moving company without a response. I called Peloton three times and they said they couldn't change it but when the pick-up company calls me ******************************************************************************************* The company never called me prior to their arrival and went to my old address. No one answered and they never called me to ask for me prior to canceling my order. Instead, they left my previous address and canceled my pick-up without notifying me. I called Peloton about this and they said they cannot do anything. They said they could only make a new pick-up appointment and instead scheduled me for September 13, 2022. If the same situation happens again I will be stuck with my Tread+, which I would like to return for the full refund I am entitled to by November 2022. I even canceled my membership. I asked for an earlier pick up date or even if they could pick it up on July 25, 2022 as I called Peloton at 2 PM EST during my pick-up window time for **** PM EST, but they denied this request. I am so upset. I missed work and spent every hour this morning trying to sort out this pickup of my treadmill, which did NOT occur today. If they do not pick up my Tread+ I will not receive my refund! The Peloton customer service representative stated they would email the delivery company to ask for an earlier pick-up but are not sure if I can get an earlier date which is ridiculous.

  Business Response

  Date: 07/26/2022

  We are sorry for the inconvenience this has caused and are taking action in hopes to get your request honored. 

  Customer Answer

  Date: 07/28/2022

  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 will have to wait until 9/13/22 to see if my equipment is appropriately picked up. There has been no additional attempts at an earlier pick up date.  

   

   

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

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

  Business Response

  Date: 07/28/2022

  Our Team is working with this member and the delivery company to find earlier dates if possible. If an earlier date is available, this member will be contacted to reschedule. We will continue to monitor this inquiry until completion. 

• Initial Complaint

  Date:07/20/2022

  Type:Order 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 2021 my wife and I were made aware of the recall on the peloton tread that we owned. Around November 8th 2021, we reached out to Peloton to acknowledge the recall and state that we would like our peloton returned. This went fine and we scheduled out first pick-up for March 30th. This seemed like a considerable wait (consindering they delivered it to us in roughly a week). About 1 day prior, we recieved confirmation of the pickup from both peloton and XPO logistics. On March 30th, no one came to pick up the peloton tread. I reached out to Peloton to reschedule the pickup. This patter repeated with deliveries scheduled for June 22nd and then July 20th. Each time no one showed up to pick up the product or reach out to reschedule. I can provide copies of emails akcnowledging the scheduled time.

  Business Response

  Date: 07/21/2022

  We are so sorry for the delay and will be escalating this issue to get this resolved. 

  Customer Answer

  Date: 07/23/2022

  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:

  This does not resolve my complaint because it does NOT provide specific actions that will be taken or dates for those actions. Can you provide more details on what it means to escalate? Or just provide specific actions you will take and when they will be complete?

   

   

   

   

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

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

  Business Response

  Date: 07/25/2022

  We apologize for the lack of information. It seems that our Service Recovery Team has attempted to make outreach to this member but did not hear back. Our team will be reaching back out shortly to provide additional details in order to ensure this is resolved as fast as possible.