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:09/26/2024

  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.

  We are roughly 3 weeks into a return to Peloton, it has taken 4 conversations with agents to work through the problems to get a refund. Peloton has had the treadmill for over a week, confirmed by their agent, at their facility, but have not provided a refund. After making contact with the 4th agent, they provided that they want the accessories returned. Absolutely, I tried to return those with the shipper when the tread was picked up. This agent, after 3 weeks into the return, Peloton having the treadmill provided that they will withhold the refund. While I understand that all products have to be returned I am not disputing that, we attempted to return them on our end when the tread was returned but the shipper said they won't take it. This has/was never communicated, going into the 4th week of the return, we finally got a shipping label to return the accessories. This agent provided that when they arrive at the facility and Peloton has the chance to process everything they will move forward with the refund. Additionally, this has been escalated to a supervisor 3 different occasions, with no response/avail. Every agent has provided a different response at this point, and blamed issues on the previous agent.

  Business Response

  Date: 09/27/2024

  Thank you for bringing this to our attention. We apologize that the process of returning the Tread was not easy and that it we missed the opportunity to communicate that the accessories must be returned as well. We have processed the refund for the Tread and the Accessories. Please contact ****** to obtain time frames for refund processing. As we have completed the refund to Affirm, we consider this matter resolved

• Initial Complaint

  Date:09/26/2024

  Type:Billing 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 father in law transferred his membership to me and the original membership was never deactivated so I've been getting double charged for over a year.

  Business Response

  Date: 09/29/2024

  Thanks for bringing this to our attention, we can confirm that the original membership was not transferred or canceled leaving the recurring billing agreement in place. We consider this matter to be resolved at this time as we have connected with the Member, provided the proper education and issued a refund according to our Membership Terms.

• Initial Complaint

  Date:09/24/2024

  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.

  Attempted to upgrade to a bike plus from original Peloton bike and after waiting 12 days for delivery Pelotons delivery provider no showed. I called RXO after my tracking abruptly switched to canceled and they claimed the delivery team called me twice despite that I didnt have a single incoming call on the day and never left my apartment. Better yet this occurred halfway into my delivery window with the warehouse 15 minutes from my residence and they still wouldnt deliver. Spent 1.5 hours on the phone with RXO and they couldnt provide me with a new delivery date, refund my order or connect to a supervisor after the 45 minutes I spent on hold. Absolutely horrible experience as I wasted an entire day home from work for a company that had no intention to deliver my bike.

  Business Response

  Date: 09/25/2024

  Thank you for bringing this to our attention. We sincerely apologize to hear of this Member's frustrating experience. We have initiated communication with the Member to resolve this issue. We have cancelled the order per the Member's request, and have given the Member a credit towards a future product purchase. Now that the Member's concern has been addressed, we consider this matter closed.

• Initial Complaint

  Date:09/23/2024

  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 am writing to express my deep frustration and disappointment with the numerous, ongoing issues I have experienced with my Peloton Tread+ over the past several months. Despite multiple repairs and screen replacements, my Tread+ continues to malfunction, severely impacting my ability to use the product as intended. July 2020: Tread+ shut off during my run three times.May 5, 2021: Issues with the machine (details from service record).; January 19, 2023: Similar; performance issues.; April 23, 2024: Screen became unresponsive to touch. Attempted a factory reset, but it did not work.; June 1, 2024: Screen became unresponsive. Scheduled service.; June 7, 2024: Screen unresponsive again. Another service scheduled.; June 13, 2024: Screen issues persisted, requiring yet another service call.June 15, 2024: Unresponsive screen.July 16, 2024: Classes were frozen, and the leaderboard never loaded during workouts.August 7, 2024: Screen became unresponsive again.August 18, 2024: Touchscreen unresponsive once more.August 28, 2024: Repair completed, but the touchscreen remained unresponsive afterward.August 30, 2024: New screen installed, but it had marks and dirt underneath it after installation.September 14, 2024: The Tread+ refused to connect to the internet, even after attempting a factory reset.September 20, 2024: Power issues with flashing lights, rendering the machine unusable.These repeated problemsranging from unresponsive touchscreens, internet connectivity failures, and power issueshave caused ongoing disruptions to my fitness routine. I have followed all troubleshooting steps, including factory resets, to no avail. Despite having the screen replaced recently, it arrived with marks and dirt under the touchscreen, showing poor quality control.

  Business Response

  Date: 09/24/2024

  Thank you for bringing this to our attention. We sincerely apologize to hear of this Member's excessive issues and for any frustration or inconvenience this may have caused. We have initiated communication with the Member, and will be proceeding with a full Tread+ swap at no additional cost. Now that the Member's issue has been addressed, we consider this matter closed.

  Customer Answer

  Date: 09/26/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ******* ****
  
  
  
   
  
  

• Initial Complaint

  Date:09/23/2024

  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.

  We purchased a bike in 2019. We were happy with the purchase, so much so that we ended up buying a Peloton treadmill in 2021. Since 2019 we have paid $45 a month for the subscription and have purchased apparel and weights. My wife has ridden well over ***** rides and uses the machines daily.Over the weekend our bike's screen shut down while selecting a ride and did not power back on. I contacted Peloton support and after troubleshooting the issue I was told that the screen would need to be replaced for $375.I feel insulted by this. We are loyal members and are considering a row machine but seeing as how Peloton does not stand behind their product is giving us pause.All I ask is for a free replacement screen. The issue with ours is internal and obviously a defect

  Business Response

  Date: 09/24/2024

  Thank you for bringing this to our attention. Every purchase of a Peloton device (Bike(+), Tread(+), or Row) includes a one year standard Limited Warranty. Members have the option to purchase a Protection Plan that allows for extended coverage on the equipment. Once the Limited Warranty ends, our policy states that any required replacements or repairs would need to be out-of-pocket expenses. As a gesture of goodwill this Member was offered a discount on the purchase of a new touchsreen, which they have declined. Now that this Member's issue has been addressed, we consider this matter closed.

• Initial Complaint

  Date:09/20/2024

  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 was gifted a Peloton bike in March of 2024 by my mom for my birthday. With the purhase of the $2500 bike, she also gifted me a 1 year membership to Peloton which totaled to $580.00. The order number for the gift card is (**********). I have had problems with m memership and the customer suppport team since the day I got my bike. They have actively been charging my card $47.52 every month since March for the membership even though I have a $580 credit to use. I am not exaggerating when I say I have spent numerous hours on the phone with support trying to get this resolved. Everyone is giving me the run around and no one can seem to resolve this issue. I have been made false promises to receive calls back or given bogus numbers/emails to contact for additional help. I am beyond frustrated with my experience and want this issue resolved, as well as be compensated for the charges I have received this year and be issued some sort of compensation for all my incoviences during this process. I do have plenty of receipts I can put together and attach as well if needed. Thank you!

  Business Response

  Date: 09/22/2024

  We understand you have been trying to use your EGift Card for your monthly membership and apologize that this has not worked as planned. Our team is available to help! Please contact us at ************************************************ | *************************************** | ************ to get this resolved.

• Initial Complaint

  Date:09/17/2024

  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 July8, 2024 my foot was locked inside the right shoe. I called customer service and spoke with **** who was no help what so ever. I explained to **** I couldn't unlock the shoe from the bike and on every attempt the strap tightened up, and that i was home alone and could not reach any object to assist cutting the strap. **** stated no supervisor was available and that she could only submit a ticket and someone will get back to me in ***** hours. To get my foot out of the shoe was a nightmare. On September 8, 2024 I called back regarding another issue with the bike, that the metrics was not operating. Spoke with ***** who I had addressed both concerns about the shoe and the metrics. *****, disregarded the shoe situation and stated she will email me the instructions on how to troubleshoot the metrics. I am asking for an appointment for someone to pickup this peloton and a full refund. Since purchasing this bike back in 2022 there have been several recalls and too many issues with this bike.

  Business Response

  Date: 09/18/2024

  Thanks for bringing this to our attention. We have initiated communication with the Member to gather more information and rectify this situation. Because the Members Bike was purchased in 2022 and it is now outside of its Home Trial period, we will be unable to proceed with a return or refund. However, we will be more than happy to assist the Member with any necessary repairs or replacements as a courtesy for their inconvenience. Now that the Member has been assisted, we consider this matter closed.

  Customer Answer

  Date: 09/19/2024

  Better Business Bureau: 

   have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because: I have contacted Peloton twice regarding the shoe strap getting stuck on my foot which was terrifying and the fact that the representive **** was no help and no one never reached back out to me was unprofessional.  In addition to speaking with ****, ***** too was not helpful. 
  
  
  It took me contacting the Better Business bureau to receive a response, that is unacceptable.  As requested, I am asking for pickup to remove the peloton from my home and a full refund. 

   

   

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

• Initial Complaint

  Date:09/16/2024

  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.

  Peloton demonstrates and sells equipment through its stores. When I got a demo of the rowing machine in the store (*****, **) I was informed that I will be able to stream my iPhone onto the rowing machine. However, I have since been told that I need to purchase a pricey membership which I have interest in having. Based on the above I was provided false information and as a result I am stuck with an overpriced machine and held ****** to pay an additional $44 each month to use all the features. I also called several times to rerun my product within the first month but peloton did not honor that request either.

  Business Response

  Date: 09/17/2024

  Thank you for bringing this to our attention. To access classes available on the Peloton class catalog and participate in classes on a Peloton device (Bike(+), Tread(+), or Row), an All-Access Membership is required. Peloton devices can be used without an All-Access Membership, however workouts and metrics taken via this method will not be saved to a users profile. Unfortunately, an iPhone screen can not be casted onto a device touchscreen, as this is not a feature supported on our platform. We understand that purchasing a product that can not be used as desired can be frustrating. For that reason, we have chosen to offer the Member an option to return their Row for a prorated refund amount. We have also refunded what the Member paid towards their one month of All-Access Membership. Now that the Member has been informed of our membership policies and has been provided an option to return their device, we consider this matter closed.

  Customer Answer

  Date: 09/20/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ****** *****
  
  
  
   
  
  

• Initial Complaint

  Date:09/08/2024

  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.

  So I got confused on the app vs full memembership. I thought they were lowering prices. Thats my fault. But when I found out I was getting charge since January 2024. When I cancelled in February. Thats when I was ****** because its not the first time they have done this. If you go on the website to cancel it should work. Also, my complaint is customer service. When the agent ****** S says how can I explain if youre not listening. Thats bad customer service. When you ask for a supervisor and they basically say no. This is a problem. I have added the transcripts in the attached.

  Business Response

  Date: 09/09/2024

  Thank you for bringing this to our attention. Our team has connected with the Member to discuss their billing concern in detail sharing both ours and 3rd party billing practices. Additionally, we have confirmed that the Member was not charged inappropriately but as a courtesy, we have provided service recovery accepted by the Member. We now consider this matter to be resolved.

• Initial Complaint

  Date:09/07/2024

  Type:Billing 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 am writing to express my extreme frustration with the poor customer service Ive experienced over the past 24 hours. Ive spent over five hours with various representatives trying to resolve an issue with my payment, and the situation has only worsened.On 07/26/2024, my bike rental payment declined while I was out of the country. I informed Peloton that I would update my payment upon my return. On 09/06, I updated my credit card details as prompted, but this created a new All Access membership. Since then, I have encountered the following issues:Unethical Requests: I was asked by Tai from the Texas call center to send a screenshot of my credit card statement to prove my card was valid. This is a highly inappropriate and unethical request for a customer to receive.Repeated Account Cancellations: Despite providing two valid credit card numbers, my account was deactivated repeatedly by Tai, who insisted the issue was with my cards. ******* in ********* did her best to help, but Tais actions blocked any progress.Leadership Refusal to Resolve: After multiple calls, including with ******* in ********** and his supervisor ****, I was told there was nothing more they could do and to wait another 24 hours for a resolution. This level of service is unacceptable.This is the second major issue Ive experienced with this bike rental, and it is clear there are serious flaws in how Peloton handles payments and memberships. I am a loyal customer trying to update my payment, yet I have been misled and ignored.Please resolve this issue immediately, as it severely impacts my Peloton experience.

  Business Response

  Date: 09/09/2024

  We are sorry to hear of your recent experience. After investigating your account, we identified that the issues stemmed from a second rental request placed under the same email and an outstanding balance on your initial rental, leading to service interruptions.We have since taken the following actions:

  Arranged Product Return: The return of the product has been scheduled.

  With these actions complete, we consider this matter closed. We appreciate your feedback and are committed to improving our services. Should you have any further concerns, please contact us directly.

  Customer Answer

  Date: 09/10/2024

  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:

  I am very confused by the response to my complaint. It is clear that Peloton did not thoroughly review the notes on my account. Over the course of three days, I repeatedly attempted to update my credit card information. I spent countless hours with customer service, but was given incorrect information, leading to my account being canceled and reactivated multiple times through no fault of my own.
  I was told that my card would be charged, which did not happen, and then my account was reactivated, only to be canceled again. To make matters worse, a customer service representative has now scheduled a pick-up of my bike, despite my efforts to update my payment information. I was even asked to prove that my credit card was valid by submitting recent transactions from my account.
  I have spent five days trying to resolve this issue with no real resolution, and the response to my complaint does not accurately reflect the situation. I would like my account and bike reactivated, as this has been my goal from the beginning. I have had two rentals over the course of 3 years you need to look at the most recent rental
  

   

   

   

   

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

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

  Business Response

  Date: 09/18/2024

  Thank you for bringing this to our attention. The Member requested to return the product and we can confirm that the pickup has been completed. We consider this matter closed.