Reviews

This profile includes reviews 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

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  Peloton Interactive, Inc

  151 Bloor St W Toronto, ON M5S 1N5

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  Peloton Interactive, Inc

  25 The West Mall Etobicoke, ON M9C 1B8

Review Details

• Review fromNick F

  Date: 01/17/2024

  1 star

  Nick F

  Date: 01/17/2024

  As others have noted, Peloton's customer service is simply atrocious - I'd rate 0 stars if possible. They outsource both their customer service and their inventory management, which means the customer experience suffers. A brief timeline of my recent experience with Peloton:1. Purchased a refurbished Bike+ on 12/27/23 for $1740. Scheduled delivery for 1/8/24. 2. On 1/8/24, my delivery window passed with no delivery and no contact from Peloton. After calling Peloton, they rescheduled my delivery for 1/11/24. 3. On 1/11/24, two hours into our delivery window, I received a call from the third party carrier telling me they didn't have inventory and couldn't deliver the bike. The carrier couldn't estimate when delivery was expected. I emailed Peloton this time and they apologized and offered me an unspecified gift in compensation. 4. On 1/15/24 I followed up with Peloton via email since I still didn't have a delivery estimate, despite paying for the bike. Peloton responded back later that night that my delivery was scheduled for 8am the next day. 5. On 1/16/24, our delivery window again passed with no delivery and no contact from Peloton. I called the third party carrier and they again stated they did not have inventory to deliver and they did not have an estimate for when they would get more inventory. 6. On 1/16/24 I emailed Peloton and followed up with a phone call - they essentially responded with "if you don't like it then cancel your order". So I cancelled my order. The real kicker through all of this is that the Peloton customer service agents can't seem to understand why this experience was frustrating. I'm not frustrated by the delay - I understand that there's a lot of demand for these bikes. I'm frustrated that I rearranged my scheduled three time to be available for deliveries that were never going to happen because Peloton is unable to communicate with itself. Save your money and your cardiac health and buy a used one from ******** marketplace.

  Peloton

  Date: 01/20/2024

  
  Hi,
  
  Thanks so much for taking the time to leave a review, we really appreciate the feedback. Were sorry to hear about this and we would love to turn your experience around as soon as possible. Our team is currently looking into it and will reach out to you directly to help get you back on track. In the meantime, if you need anything else at all, please do not hesitate to contact us on ************, or email *************************************

• Review fromRISA S

  Date: 01/17/2024

  1 star

  RISA S

  Date: 01/17/2024

  I had wanted a Peloton treadmill for quite some time and was excited that I was finally able to afford to buy one. I ordered online and never chatted with anyone online prior to purchase nor was there ever an offer to chat with anyone online to answer any questions. Delivery day came and the tread was set up in my home only to discover the base made a horrible squealing noise when turned on so had to wait for the replacement. Replacement came and after the technician checked it ran fine. After they left and the first time I stepped onto the tread it made the same squealing noise the original base made. I used it anyway figuring I'd deal with it later as I just wanted to use the machine. 1 year and 2 months later in the middle of a run all lights flashed along with the screen and the whole thing shut down. After a few seconds it powered back on and seemed to be working fine. A couple days later same issue. I called Peloton and went through the diagnostic routine with customer service and it all came back up and seemed to be working again. 6 months later the same issue happened again only this time it shut down completely and did not come back on. I have spent $500 on a new screen, almost $400 on the *** unit which didn't fix the problem. Today I spent another $875 to order a new handrail to try and fix the issue. On the Peloton website it states that the handrail has a 5 year warranty but is very vague as to what would be covered under the warranty. Nothing about the wires that run through it which is apparently the issue for my treadmill. So when I asked if this is covered under the warranty the customer service guy told me no and read his version of the warranty which states the wires inside which power the tread are not included in the 5 year warranty. Little by little I am buying a whole new treadmill and for my trouble they gave me a discounted membership.

  Peloton

  Date: 01/18/2024

  Hi,
  
  Thanks so much for taking the time to leave a review, we really appreciate the feedback. Were sorry to hear about this and we would love to turn your experience around as soon as possible. Our team is currently looking into it and will reach out to you directly to help get you back on track. In the meantime, if you need anything else at all, please do not hesitate to contact us on ************, or email *************************************

• Review fromSCOTT J

  Date: 01/17/2024

  2 stars

  SCOTT J

  Date: 01/17/2024

  So far i have no issues with the bike itself it with the lack of customer service. I purchased a pair of shoes for my bike from a local sporting goods store. It was the last pair in my size that they had, got home and unboxed the shoes to find the sealed bag of parts was missing one washer to attach the cleat to the bottom of the shoe. I called the store, they would refund me the money for returning the shoes but that doesnt solve my problem of not having the shoes to use the bike. I reached out to peloton customer service, spent over an hour and a half on the phone with them for a simple washer. Ended the call with no resolution, then received emails asking me for pictures of the shoes and receipt. Provided both of them and they only could offer me to return the shoes. So instead of sending out a 40 cent washer to get their customer what they needed to actually get to using the bike they only deflect to the store that no longer has any of the size i need. Honestly if I would have known the lack of customer support before purchasing the bike I probably would have reconsidered using another brand that actually wants to support their customers.

  Peloton

  Date: 01/18/2024

  Hi,
  
  Thanks so much for taking the time to leave a review, we really appreciate the feedback. Were sorry to hear about this and we would love to turn your experience around as soon as possible. Our team is currently looking into it and will reach out to you directly to help get you back on track. In the meantime, if you need anything else at all, please do not hesitate to contact us on ************, or email *************************************

• Review fromJeff H

  Date: 01/14/2024

  2 stars

  Jeff H

  Date: 01/14/2024

  Peloton customer service is horrible. I have needed a repair on my bike and Im going in to the second month and its still not fixed. The service tech has cancelled on me the day of 4 times. I call over and over again and get told something different every time. *** asked to speak to a manager and no one ever calls back. They are the worst

  Peloton

  Date: 01/18/2024

  Hi,
  
  Thanks so much for taking the time to leave a review, we really appreciate the feedback. Were sorry to hear about this and we would love to turn your experience around as soon as possible. Our team is currently looking into it and will reach out to you directly to help get you back on track. In the meantime, if you need anything else at all, please do not hesitate to contact us on ************, or email *************************************

  Peloton

  Date: 01/18/2024

  Hi,
  
  Thanks so much for taking the time to leave a review, we really appreciate the feedback. Were sorry to hear about this and we would love to turn your experience around as soon as possible. Our team is currently looking into it and will reach out to you directly to help get you back on track. In the meantime, if you need anything else at all, please do not hesitate to contact us on ************, or email *************************************

• Review fromRoxanne C

  Date: 01/12/2024

  1 star

  Roxanne C

  Date: 01/12/2024

  Horrible ************** svc! They dbl charged me every month for membership since Dec '21-April '23. I had no idea I was being dbl charged. I've been sick for many ******** husband couldn't keep up with running a household & working f/t so he didn't notice it. The total amount is $762 that they owed me. Also in May '23 I couldn't use my bike bc of the recall so I had canceled the membership. It never got cancelled and I received the part in Sept. I called them in Oct '23 & they apologized & said they'll refund me for those months. However I told them I had some issues about being dbl charged, not receiving my full refund for my tread I returned bc I thought it was recalled but it turned out that the other tread+ was recalled (their mistake for returning it) I called & asked if they were picking up the ***************** said to keep them for free, they ended up charging me for them. ******* said the total I was charged for them was $381.92 but the math didn't add up. I was charged $409.61 & she apologized & said the amount on my acct was incorrect, I was charged $409.61. Every time I called they said someone will call me back ***** hrs, I also req'd my invoices bc they weren't in my acct online. They finally sent them & finally called me back 4 mths later (1/12/24) ******* (mgr) called me & spoke to me with an attitude & said she can only refund me $176 for double charging for membership bc there's a 60 day window to dispute it. As a courtesy she'll refund me $176. She said she couldn't return the accessories & give me a refund bc it's been pass their return policy. I should've been told this when I called asking about them. I don't need/want the accessories since I don't have a bike. They still owe me $586 for membership charges, she said there's nothing she can do besides refunding me $176 as a ****************** no one higher than her that I can talk to. We have been Peloton customers since '20, I'm so disappointed in ************ products, I don't recommend them!

  Peloton

  Date: 01/13/2024

  Hi,
  
  Thanks so much for taking the time to leave a review, we really appreciate the feedback. Were sorry to hear about this and we would love to turn your experience around as soon as possible. Our team is currently looking into it and will reach out to you directly to help get you back on track. In the meantime, if you need anything else at all, please do not hesitate to contact us on ************, or email *************************************

• Review fromAndria H

  Date: 01/11/2024

  1 star

  Andria H

  Date: 01/11/2024

  Terrible music and limited live classes. As an example today the only 30 minute live class they had was wondering which they played a mix of ****** soundtracks and obscure 70s and 90s rock that I had never heard. In addition, they rarely have any 45 minute or 60 minute live classes during the morning, which is when most people want to work out. Some days they dont even have a 30 minute live class you would think they could do better. Ive heard SoulCycle has better music and class options.

  Peloton

  Date: 01/12/2024

  Hello,
  
  Thanks so much for taking the time to leave a review, we really appreciate the feedback. Were sorry to hear about this and we would love to turn your experience around as soon as possible. We aim to ensure that your experience with us is nothing less than excellent. Our team is currently looking into it and will reach out to you directly to help get you back on track. In the meantime, if you need anything else at all, please do not hesitate to contact us on ************, or email *************************************
  

• Review fromLeanne M

  Date: 01/08/2024

  1 star

  Leanne M

  Date: 01/08/2024

  I purchased a tread in December 2021. It broke exactly 1 week out of warranty. I called and they said theyd fix it no problem. It took them a month to come and diagnose to the problem. Then they said Id have to pay for the replacement parts. After going and back and forth we agreed to purchase the extended warranty for $250. It took another month for them to come and replace the screen which didnt fix the problem. Then Another month to replace the rails which again did not fix the problem. Then Another month to replace the base which finally worked! It took 5 months, multiple phone calls and SHADY delivery guys who called the peloton customer service rep a C**t in front of my three year old son! Flash forward 4 months and my tread broke again! It took another month for someone to come replace the rails again! Two months later and its broken AGAIN! I just called customer service and they hung up on me. Not only have I paid for the tread and extended warranty but Ive also paid a monthly subscription fee for something that continues to break. Even one of the replacement technicians said the treads and towers are junk and most of the calls they get are to fix those two machines. The tech told me to sell it and buy something else before it broke again. I wish I would have. This has been an absolute horrible experience with a very expensive piece of equipment. Peloton wont even talk to me on the phone! Not sure what to do with a 400lb 2 year old treadmill that doesnt even work. Buyer beware. Do not purchase from peloton.

  Peloton

  Date: 01/10/2024

  Hello,

   

  Thanks so much for taking the time to leave a review, we really appreciate the feedback. Were sorry to hear about this and we would love to turn your experience around as soon as possible. We aim to ensure that your experience with us is nothing less than excellent. Our team is currently looking into it and will reach out to you directly to help get you back on track. In the meantime, if you need anything else at all, please do not hesitate to contact us on ************, or email *************************************

  
  

  Peloton

  Date: 01/10/2024

  Hello,

   

  Thanks so much for taking the time to leave a review, we really appreciate the feedback. Were sorry to hear about this and we would love to turn your experience around as soon as possible. We aim to ensure that your experience with us is nothing less than excellent. Our team is currently looking into it and will reach out to you directly to help get you back on track. In the meantime, if you need anything else at all, please do not hesitate to contact us on ************, or email *************************************

  
  

• Review fromTina S

  Date: 01/07/2024

  1 star

  Tina S

  Date: 01/07/2024

  Peloton customer support simple refused that no scheduling or time frame could be provided for a new delivery date of my birthday gift and moral booster?How can a brand like Peloton survive in a market saturated with similar products by providing such a disappointing customer service experience? How can ********************** make me feel whole AGAIN? I was not only left without the delivery of my Peloton brand bike, I had to pay for mind you...My entire birthday plan with friends and family was completely ruined. I ate a frozen pizza for ****** sake!! To be made whole I would require a new Peloton delivery as soon as possible, like yesterday!!! I also feel I am owed gift cards to dinner for the birthday plans missed and the disappointment I have been made to feel for the Peloton brand after this experience? Please contact me at your earliest convenience to discuss this matter. Respectfully ***********************

  Peloton

  Date: 01/10/2024

  Hello,

   

  Thanks so much for taking the time to leave a review, we really appreciate the feedback. Were sorry to hear about this and we would love to turn your experience around as soon as possible. We aim to ensure that your experience with us is nothing less than excellent. Our team is currently looking into it and will reach out to you directly to help get you back on track. In the meantime, if you need anything else at all, please do not hesitate to contact us on ************, or email *************************************

• Review fromHeather M

  Date: 01/06/2024

  1 star

  Heather M

  Date: 01/06/2024

  I have had my Peloton since 2019 and they have continued to raise membership prices. They allow only certain political views as hashtags and instructor comments. If you have an opposing view you will be banned or blocked. I pay for a workout not to have political views shoved down my throat. They dont allow both political sides to be represented. They dont honor free speech. Working out should not be politicized.

  Peloton

  Date: 01/10/2024

  Hello,
  
  Thanks so much for taking the time to leave a review, we really appreciate the feedback. Were sorry to hear about this and we would love to turn your experience around as soon as possible. We aim to ensure that your experience with us is nothing less than excellent. Our team is currently looking into it and will reach out to you directly to help get you back on track. In the meantime, if you need anything else at all, please do not hesitate to contact us on ************, or email *************************************
  

• Review fromJo D

  Date: 01/04/2024

  1 star

  Jo D

  Date: 01/04/2024

  The most disappointing experience ever. After exactly one month, I still haven't received the accessories required to use the equipment nor a delivery date. I've contacted customer service multiple times and spoke to multiple supervisors who made empty promises, never returned phone calls and provided no resolution to the issue. People from the live chat are cold and arrogant, and calling customer service is a daunting task as it takes ***** mins to get someone to help you. This experience really left a bad taste in my mouth and took away any little excitement I had in using their product, so finally decided to request a return, what a relief!The 1 star is for the last customer (out of *****) representative, who was kind/patient and helped with the return.

  Peloton

  Date: 01/20/2024

  Hello,Thanks so much for taking the time to leave a review, we really appreciate the feedback. Were sorry to hear about this and we would love to turn your experience around as soon as possible. We will make sure your information is sent over to our Leadership Team for further review. In the meantime, if you need anything else at all, please do not hesitate to contact us on ************, or email *************************************