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 Interactive, Inc

  100 City Centre Dr Mississauga, ON L5B 2C9

• 

  Peloton Interactive, Inc

  151 Bloor St W Toronto, ON M5S 1N5

• 

  Peloton Interactive, Inc

  3401 Dufferin St North York, ON M6A 2T9

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:08/06/2024

  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.

  About two months ago, the pedal and crank arm on my Peloton bike broke off mid-ride, causing my partner to get hurt. Thankfully, it was only bruising, but the experience left them with some lasting anxiety. I reported this issue about six weeks ago, yet since then, I've received nothing but automated emails and no serious response from your team.I've already sent photos and a detailed account of what happened. I've also informed your customer service reps that the bike was a gift, so I don't have a warranty. However, this issue shouldn't even fall under warrantyit's a result of poor materials and design. It's no surprise that your company has a C- rating with the BBB and that your stock is declining due to injuries caused by your products.You sold poorly made exercise equipment, and now you're refusing to do the right thing by sending replacement pedals and a crank arm. I also expect a refund for the last two months of membership that I haven't been able to use.I'm disappointed that I've had to escalate this to a BBB complaint, though I'm not shocked given the negative stories circulating about your company. It's disheartening to see that so many of your top instructors have left, and its clear that there's a bigger issue here. Please do better and treat your loyal customers with the respect they deserve. This behavior is unacceptable for a company of your size and reach.

  Business Response

  Date: 08/08/2024

  Thank you for bringing this to our attention. Our Support Team has contacted the Member since receiving this complaint. We have since come to a satisfactory resolution with the Member and an order has been placed for a Service Technician to go out and replace the necessary parts. As a courtesy the Member has received a refund for the time they were unable to use the equipment.

• Initial Complaint

  Date:08/05/2024

  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 own a Peloton treadmill. Its only about 2 years old and I received an error code on it yesterday afternoon. After contacted peloton and them going through the troubleshooting guide/steps with me for my specific error code, the tread still did not work. Their next and final suggestion for this error code was the base needs replaced and this would cost $1,175.00. This is total ********. I aired out my grievances to the customer service person about replacement but there was no other options. I do love the my treadmill but I am disgusted that a piece of equipment that costs >$3000, after two years, already needs replaced. Its criminal and I feel very taken advantage of. Its hard for me to speak kindly about Peloton after this. This is a PELOTON problem. Not a me problem. I dont feel I should be held fiscally responsible for replacing the base for $1200. Thats asinine since this was due to a manufacturing/engineering flaw. They need to back up their product and take responsibility for their failure. A tread of this price should be lasting ***** years. Not 2. I want to add this treadmill does not get abused with heavy wear. I run 1-3 days a week for a *** of 30 minutes per run.All Im asking is for a fair resolution here. Not one where I feel like Im getting scammed and paying for the responsibility of the companies failure. I will leave reviews in every avenue and nook and cranny of the internet regarding this issue and the way Peloton decides to handle it. I hope they can do the right thing here.Attached is a photo of them waiving 1 month of my membership ($40)!!! That sure eased the pain of needing to spend $1200 to replace my base!!!!

  Business Response

  Date: 08/08/2024

  Thank you for bringing this to our attention. After reviewing the member's case and account history, we were able to confirm that the member purchased their Tread secondhand. Limited Warranties that are associated with a device do not transfer to the new owner upon secondhand sale. We have initiated communciation with the member to inform them of our Warranty Policy as it relates to secondhand purchases and provided the Member with a quote for repairs. Now that the member has been provided the relavant information, we consider this matter closed.

  Customer Answer

  Date: 08/08/2024

  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:08/03/2024

  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.

  the screen on my Peloton plus has had issued after multiple software downloads and updates. I have spoken with tech support multiple times and been told that this is a problem they are aware of. They said they would fix this with an upcoming update. Currently, the bottom 1" is no longer working as a touch screen. I have called multiple times over the previous year and have been unable to get this resolved or replaced.

  Business Response

  Date: 08/08/2024

  Thank you for bringing this to our attention. The member's issue with the Touchscreen was brought to our attention on 12/09/2023. The member should have provided pictures or videos to further assist with the problem. We were never provided with what was needed to further investigate and resolve the issue. The member has yet to contact Peloton since that day. We can help the member through our troubleshooting steps, and if that doesn't work, we will replace the member's Touchscreen under the member's warranty. Now that this issue has been resolved, we consider this matter closed.

• Initial Complaint

  Date:07/31/2024

  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.

  Requested technician support for a non functioning tread after a military move from ** to ***Peloton informed that having the military move it voids the warranty and they cant service it in ******. None of this is disclosed to members to make them aware prior to purchase. Their solution was I pay to ship the treadmill back to the continental us and pay to have it serviced there. The fact that Ive paid $3000 for a treadmill and an extended warranty which they now claim is void is not disclosed anywhere on their website as a precaution to buyers and is inexcusable. I now have a treadmill that I paid over $3,000 for that is not able to be used after having owned it only 18 months and their solution to ship it back from HI to the US is ridiculous in and of itself. I do not want to support this company as they are not transparent in their business practices and do a disservice to their military community.I have attached the warranty info and my purchase receipt as well as conversation with the technician after it was escalated.

  Business Response

  Date: 08/02/2024

  Thank you for bringing this to our attention. The members Tread was originally delivered to a location in **************, and was later moved to ******, by a company or individual that was not a Peloton authorized service technician. Our Warranty Policy states that we will not cover any cost for any Peloton Bike, Bike+, Tread, Tread+, or Row that is moved to a location outside Peloton's delivery areas in the **. The provision of repair labor and other services under this Limited Warranty is limited to Peloton's delivery areas in the ** or services performed by anyone other than a Peloton authorized service technician Also, our policy states Damage or equipment failure resulting from improper or negligent assembly, disassembly or relocation will not be covered under Peloton's warranties. If you use this Assembly Guide to assemble, disassemble, or move the Peloton Tread, you do so entirely at your own risk. By undertaking disassembly or assembly of your Peloton Tread, you agree to waive and release Peloton from any and all claims that you may have resulting from the disassembling, assembling or moving of the Peloton Tread by anyone other than a trained professional. NOTE: You understand and agree that Peloton shall have no liability for any damages caused by any third party you have engaged for the relocation of your Peloton Tread. This information can be found on our public Support site, and in the Warranty Policy that is provided to the member upon purchase. However, we understand that the member paid for a Protection Plan, which allows for the extended coverage of the equipment. As a gesture of goodwill, we have decided to refund the Protection Plan. Additionally, we're collaborating with a new vendor on the island to help the Member get their equipment operational. We're also working to expand our repair services in this area, where we don't usually offer coverage. Now that this issue hsa been resolved, we consider this matter closed.

• Initial Complaint

  Date:07/31/2024

  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.

  I rented a bike from peloton in November of 2023. I was told the return process would easy when I decided to end my membership. Peloton has failed to pick up my rental in a timely manner resulting in extra financial expense during my move. I talked to countless agents, was told my issue was escalated, and yet, no resolution as of yet. Peloton's transport company has rescheduled me twice and now will not answer our calls and hangs up on us if we do manage to get through to someone.

  Business Response

  Date: 08/08/2024

  Thank you for bringing this to our arrention. We have been in communication with the Member sharing that a request to our delivery team has been escalated as only our external partners have the ability to advance service dates. Our partners have contacted the Member, providing an updated service date and has also updated the service address due to the Member's move. We will continue to monitor the service appointment until completion and consider this matter closed.

• Initial Complaint

  Date:07/24/2024

  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 I am writing to file a complaint regarding a purchase I made from Peloton Apparel on May 30, 2024. The total amount of my purchase was $166.70, and the website clearly indicated that there would be a 30% cashback on my order.However, when I attempted to log into my account today, I found that I was unable to access it. Despite resetting my password, I did not receive any email to complete the process. I sought help from Peloton Apparels support team, but they directed me to completely unrelated web pages, providing no assistance with my issue.I would like to know how I can obtain the promised 30% cashback for my purchase.

  Business Response

  Date: 07/26/2024

  Hello ******,

  Thank you for bringing this to our attention. To clarify, the cashback will be sent to the member via email and may take up to 60 days from the order date to be processed and delivered. This cashback offer is managed by our third-party partner, Fondue. We have already informed the members about our cashback policy and provided them with Fondues contact details. If you do not receive your email from Fondue within 60 days, please reach out to ********************** With this information, we consider the matter resolved.
  

  
  

• Initial Complaint

  Date:07/24/2024

  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.

  Sometime in June 2024 I contacted Peloton about my Bike+ not working correctly. They sent me a part for the Bike+ and I set my appointment so that I can have someone come out and fix it. The appointment was 2 weeks away. So the Saturday that the person was suppose come, they didn't. No call, no show, no email, no nothing. So I contact them again to let them know and they said they were going to put me as a priority to get my bike fixed. So 2 weeks later, again, no call, no show, no email, no nothing. So I set another appointment. I was sent an email saying that the tech will not be able to come out. I am still paying monthly for a service that I can't use with my bike. I contact them again today and let them know what was going on and how many times I have set my appointment and that person didn't help at all. I let the person know that I may have to escalate this higher to get some help. The person stated that go ahead and do it so we can find out what is going on. I have that transcript with the name and the conversation.

  Business Response

  Date: 07/26/2024

  Hello ******,

  Thank you for bringing this to our attention. To clarify, when it comes to repairs, we strive to learn as much about the situation as possible to ensure that we're able to come to a resolution quickly and correctly the first time around. *********** times are dependent on the schedules of our third-party technician partners, and in larger cities or more populated areas, the schedules of our technicians may fill up quicker than usual, causing a delay in the scheduling process or cancellations. We understand that this can be inconvenient and not ideal. Since submitting this complaint, the member has been in contact with Member Support. The member currently has a service repair scheduled for 08/03/2024. We will continue to monitor this and ensure the repair is completed successfully. Now that this issue has been addressed, we consider this matter closed.

  Customer Answer

  Date: 07/26/2024

  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 have set up an appointment, however the response does not answer why I have set up appointments and I didn't receive a call or email about anyone not showing up.  It is not my fault that there is a 3rd party contract and they aren't doing their job.  I was told the second time that I would be a priority and then turn around there was a no call no show.  I haven't been able to use my bike due to these issues.  What guarantee do I have that this will not happen again?

   

   

   

   

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

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

  Business Response

  Date: 08/12/2024

  We appreciate you sharing this information. We hate to hear this is the member's experience. After confirming the service was not successful on August 3rd, our team has provided an alternate resolution to ensure their Bike+ is up and running immediately. We have communicated with the member to advise her we are providing a replacement. We will be following the service to ensure everything is successful as well. We are looking forward to seeing her on our Leaderboard really soon

• Initial Complaint

  Date:07/22/2024

  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.

  Peloton is unwilling to fix a technical issue regarding saved payment information. When logging into my Peloton account and I look up my saved payment information it is still showing an old payment card. When I update this information it appears to be successful but when I go back to that page it is still showing the old payment information. When I reach out to Peloton support the person I spoke to was quite unhelpful. They said they had spoken to their manager about this and, in so many words, said there was nothing that could be done to fix the issue. Peloton informed be I'd need to rely on verbal confirmation from one of their support staff as what is being shown on one's payment information in their profile is unreliable. This makes absolutely no sense to me as every other paid service I have, such as auto insurance, internet, cell phone, I am able to log in on a website or the company's application, update my payment method and see it immediately updated and reflected. Interaction reference with Peloton - ref:************************:ref and ticket #********. My wish is for Peloton to do the right thing and fix their technical issue.

  Business Response

  Date: 07/25/2024

  Thank you for bringing this to our attention. Members can update their payment method at onepeloton.com/mymembership, or by calling in to Support at ************. We have initiated communication with the member to further assist with updating their payment method. Now that the member's issue has been addressed, we consider this matter closed.

• Initial Complaint

  Date:07/16/2024

  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.

  I ordered a tread two weeks ago, it got delivered last week ,my wife, my mother in law, and my 10 day old son were the only ones home. the tread was going in the basement. while alone in the basement with my mother in law one of the delivery men made sexual inappropriate comments to her. she became startled and called me, when I called the delivery guy to ask him what was going on he called me a ''***** *** *****''. I have called peloton multiple times and filed a report with them. the complaint # is ********. No one is calling me back from peloton and no one is calling me back from the moving company. the way they acted was completely inappropriate and no one is taking it seriously.

  Business Response

  Date: 07/25/2024

  Thanks for bringing this to our attention. We take reports of harassment and unprofessional behavior very seriously. The incident was reported to our leadership, and swift action has been taken; we have zero tolerance for this behavior. Additionally, we have contacted our Member offering our apologies for the unprofessional behavior. We now consider this matter to be fully resolved.

• Initial Complaint

  Date:07/12/2024

  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.

  Peloton Treadmill Under Warranty by Manufacturer till 2026 Touch Screen is not working --> New Screen was sent ***** by Peloton but I can't get Technician to install screen for 1 month etc Treadmill isn't operational and still I am being charged a Monthly Subscriptions for Service and I have to Pay a Monthly for Flex Financing on this piece of equipment

  Business Response

  Date: 07/17/2024

  Thank you for bringing this to our attention. We were able to confirm that since receiving this complaint, this member has been in contact with Member Support in regards to their expedited service repair, as well as their refund for their touchscreen replacement. Now that the member's issue has been addressed and they are currently in communication with Support, we consider this matter closed.