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

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  Peloton

  754 758 Main St West Vancouver, BC V7T 0A5

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  Peloton Interactive, Inc

  3401 Dufferin St North York, ON M6A 2T9

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  Peloton

  140 W 23rd Street New York, NY 10011-9404

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  Peloton Interactive, Inc

  100 City Centre Dr Mississauga, ON L5B 2C9

Review Details

• Review fromFran S

  Date: 05/07/2023

  1 star

  Fran S

  Date: 05/07/2023

  The worst customer service. My problem with the bike shutting down mid ride started months ago. Peloton customer service didn't know what to do. Said they never heard of it. They said it was probably electrical. My husband is an electrician and tested the power...not electrical. Then the problem somehow stopped happening for about a month, only to start again about 2 weeks ago. I called Peloton again and they still said they never heard of the problem. A technician came out to check that and change the bearings (cost me $200). He also said he never heard of the problem...did no testing on the bike....and just said the "I don't know...maybe you should change the screen". Okay...is that a guess or will it solve the problem? So I called Peloton again and they said I need a new A Frame...and will cost me about $1,500! What! I was literally in tears bc I don't have the money to do that but their response was..."sorry...that's what you have to do to get it work again". The bike is only 2 years old, but sadly I didn't purchase the extended warranty. My husband decided to use a volt meter (proximity tester) to test the power going through the bike at each point. The problem wound up being a defective (OEM) power cord. Yep...that's it...and it only cost me $60 to replace. **** is working fine now. After looking on Pelotons website (which I admittedly should have done sooner), their trouble shooting guide (when losing power) suggested the same thing...check the power cord. Then WHY was Peloton customer service ONLY offering to replace my A Frame when their own troubleshooting guide leads you through much cheaper steps first? Isn't customer service supposed to be trained to walk the customer through the steps before replacing (basically) the entire bike?! If I wasn't persistant, I may have listened to them and just wasted an additional $1500. Train your reps ********************* It's really shameful that they would do this to their customers...for all the money we pay we expect better.

  Peloton

  Date: 05/11/2023

  Hi, thanks so much for taking the time to leave a review, we really appreciate the feedback and were sorry to hear this. Were always looking for ways to improve our products, services and the experiences that we deliver to our Members, and we ************* solutions based on your feedback! We will be sure to pass your comments on to the relevant teams. Please also note that our Member Support team is always here to help and can be reached via email at *************************************, or via phone on ************

• Review fromEmily W

  Date: 04/26/2023

  1 star

  Emily W

  Date: 04/26/2023

  Terrible customer service. We've had our bike for over a year now and we've continuously had problems with our screen. They kept doing bandaid fixes throughout the first year, but the problems kept coming back. Last month the screen finally broke for good and now they want ** to pay $500 for a replacement screen because our 1 year limited warranty has now expired. These bikes are terrible quality and the customer service is even worse. So disappointed

  Peloton

  Date: 05/10/2023

  We apologize you have experienced issues with your Peloton experience. We are more than happy to assist you further in looking into your issue. You would however need to reach out to our Member Support line for further assistance.

• Review fromAlison R

  Date: 04/23/2023

  1 star

  Alison R

  Date: 04/23/2023

  Do not buy a Peloton, I received a Peloton as a gift at the end of last year from my employer. I created my account and did everything i was supposed to do. After about a month my bike had yet to be delivered, i would check on the status of the delivery weekly and noticed it was still on a "You will be contacted soon" status. I reached out to Peloton via email, chat and any other method i possibly could. For the first few weeks i never got any kind of valuable reply, it was always "we are working on it" Finally i had someone who actually looked into it, and because the information on the card didnt match the name on my account, the purchase was flagged as one where you needed to verify identity. They sent me an email where i had to send a copy of my drivers license. I was not a big fan of doing this, but did it anyway. Another 3 weeks went by with no progress, i started reaching out every other day and it never went anywhere. I finally got to speak with someone that didnt just disconnect the chat and was told the same thing i had been told 3 weeks earlier. I offered to set a zoom meeting, or send the driver's license of the person who paid for the bike, because they refused to help her because it was my account, but would not help me either because it was her card. After 12 weeks of fighting with Peloton, i asked them to cancel the order and even that proved to be impossible. Not sure how my employer did it, but they had also had enough and had the transaction flagged as fraudulent. Then finally after receiving absolutely no help, the order was finally cancelled because of the rolled back payment. It was overall a nightmare, Do not buy anything from Peloton, they have the worst customer service ever.

  Peloton

  Date: 05/10/2023

  Hi, thanks so much for taking the time to leave a review, we really appreciate the feedback. It looks as if the issue has now been resolved. If youre still experiencing issues, please contact our Member Support team on ************ or email ************************************* You can also find answers to frequently asked questions on our support site, or chat with a support agent at support.onepeloton.com

• Review fromYosmayra C

  Date: 04/21/2023

  1 star

  Yosmayra C

  Date: 04/21/2023

  I have called numerous times, and posted on ******** where I was told to send a DM which I did and was told someone will contact me I have yet to hear from anyone and wanted to see if there are any updates on my issue I purchased my treadmill at the end of 2021 My tread isn't working anymore I have been calling Peloton since last year regarding my tread shutting off in the middle of my workout technician came over to take a look at the machine because it wouldn't turn on The tech said that I need a new handrail because seems like I got a faulty Now I don't have a warranty anymore and when I tried to purchase the extended warranty last Nov I was told I couldn't because the grace ****** was over new handrail is going to cost $900When I spoke to their customer service supervisor to see what can be done I was called a liar and hung up great customer service team ************************* have I been so disappointed and disgusted with this company like I am today 1st time I called I was running on the machine at a speed of 6.5 and fell because it stopped out of nowhere. The rep I spoke to had me check all wires and reboot the system and told me the machine was fine. I took their word and left it as is. the problem continue to happen so I continued to call. After the 3rd or 4th called that when I request for a technician come and check the machine. The rep over the phone also suggested buying a cable holder the technician mentioned this cable would not alleviate my problem. The technician also mentioned that my tread has to be part of a faulty batch since this isn't his first time going to a customer's house with the same issue.I am not the only one having this issue It isn't right that as customers we have to dish out another 900 dollars to fix a product that came damaged from production. My tread isn't even 1 year and a half old, this is a safety issue and is not my fault or burden and Peloton should do right by me and others and fix this issue for free.

  Peloton

  Date: 05/10/2023

  Hi, thanks so much for taking the time to leave a review, we really appreciate the feedback and were sorry to hear this. Were always looking for ways to improve our products, services and the experiences that we deliver to our Members, and we ************* solutions based on your feedback! We will be sure to pass your comments on to the relevant teams. Please also note that our Member Support team is always here to help and can be reached via email at ************************************** or via phone on ************

  Peloton

  Date: 05/10/2023

  Hi, thanks so much for taking the time to leave a review, we really appreciate the feedback and were sorry to hear this. Were always looking for ways to improve our products, services and the experiences that we deliver to our Members, and we ************* solutions based on your feedback! We will be sure to pass your comments on to the relevant teams. Please also note that our Member Support team is always here to help and can be reached via email at ************************************** or via phone on ************

• Review fromDiego M

  Date: 04/17/2023

  1 star

  Diego M

  Date: 04/17/2023

  I was a HUGE fan of Peloton. Loved my bike. I was so motivated for the first time in my life, but after not even 2 years, and still paying for the bike and membership I am told I need to pay for $700+I cant afford that. **************** is the worst. Do not recommend.

  Peloton

  Date: 04/20/2023

  Hi *****, thank you so much for taking the time to leave a review, we really appreciate the feedback and were sorry to hear this. Were always looking for ways to improve our products, services and the experiences that we deliver to our Members, and we love building solutions based on your feedback! We will be sure to pass your comments on to the relevant teams. Please also note that our Member Support Team is always here to help and can be reached via email at ************************************* or via phone at ************.

• Review fromNick B

  Date: 03/09/2023

  1 star

  Nick B

  Date: 03/09/2023

  Cancelled subscription in January 2023. Was subsequently charged in February and March. It's been two months and dozens of emails and chats and the funds have not been returned and the issue has not been resolved. What a joke.

  Peloton

  Date: 03/27/2023

  We apologize for this Member's experience, their Membership has been canceled. The additional charges were researched by our team and we were not able to locate them, the Member will need to dispute the charges with their bank.

• Review fromCristina D

  Date: 02/24/2023

  1 star

  Cristina D

  Date: 02/24/2023

  My sentiments echo everyone here about the horrible nature of this treadmill. The product does not work and has never worked. We ordered the tread and it was delivered and set up, not functional as many have experience. We told Peloton right away and they could not get us a technician to repair it for two weeks. In two weeks, they sent a new part and not a technician just more delivery people. It again didnt work, so finally upon fighting with them on the phone for hours they decided that they would do a treadmill swap. Day before the treadmill swap, after I had taken off of work to be home for delivery they canceled the delivery. They then push it for three weeks. We now have a defunct treadmill that has been taking up space for a month. Finally, they do the swap. After two days of using the treadmill it malfunctions. Clearly there is something wrong with the product. They are manufacturing. It is really poor quality and they have horrible customer service, their delivery partner is so unreliable, and does not know how to set up the product. Yet surprisingly when we asked to return it, they were here within one day. I am so disappointed because I truly did enjoy the online content, but had such a horrible experience with the treadmill.

  Peloton

  Date: 03/27/2023

  Hi, thank you so much for taking the time to leave a review, we really appreciate the feedback and were sorry to hear this. Were always looking for ways to improve our products, services and the experiences that we deliver to our Members, and we love building solutions based on your feedback! We will be sure to pass your comments on to the relevant teams. Please also note that our Member Support Team is always here to help and can be reached via email at ************************************* or via phone at ************.

• Review fromMarie M.

  Date: 02/23/2023

  2 stars

  Marie M.

  Date: 02/23/2023

  I purchased a Bike + while assigned overseas in *******. When setting up the membership account after the bike was delivered, I worked with Peloton support to have my membership ** based since would eventually leave ******* and return to *******. l was told at that time to contact support upon return for a ** specification plug to use with the Bike+ and that it would at no additional cost. I tried twice to engage Peloton support to obtain the plug. I understand theres confusion about my situation (bike purchased in ******* and moved to *******) and the solution was to transfer me around. I was eventually told I could purchase a new plug for either 55 USD or 37 USD but any thing discussed when I started ****** membership team needed to be resolved with them. I was transferred back to the membership support who said they could not help with the plug, only the hardware team. After being in a support loop with no support, I asked about membership cancelation. I also asked to speak to someone who has worked with Peloton accounts who had situation we had (US military overseas). It seems only the cancelation could be done.

  Peloton

  Date: 03/27/2023

  Hi, thank you so much for taking the time to leave a review, we really appreciate the feedback and were sorry to hear this. Our records show our leadership team worked to get a replacement power chord sent as a courtesy.

• Review fromMolly C

  Date: 02/16/2023

  1 star

  Molly C

  Date: 02/16/2023

  Ive had pretty much the same experience as everyone else. Bought the bike, a few months in the pedal started clicking. Technician can and fixed it, 18 months later the same part broke. It was conveniently outside the warranty and I had to pay $215 to replace it. When I tried to reach out to customer service they threw their hands up and basically said it was my problem.

  Peloton

  Date: 03/27/2023

  Hi, thank you so much for taking the time to leave a review, we really appreciate the feedback and were sorry to hear this. Our records show that we did provide service as a courtesy twice to resolve the issue. Were always looking for ways to improve our products, services and the experiences that we deliver to our Members, and we love building solutions based on your feedback! We will be sure to pass your comments on to the relevant teams

• Review fromAnn P

  Date: 02/04/2023

  1 star

  Ann P

  Date: 02/04/2023

  Don't purchase a bike from Peloton. They are incapable of delivering it to you and their Customer Support and "Member Relations Team" are not trustworthy or reliable and will not hesitate to lie to you. I ordered a bike in September 2022 and still don't have it. When I placed the order, I specifically confirmed with the Peloton sales representative that they were capable of delivering it to my home. I was given every assurance that delivery would be no problem. They then outsourced their delivery to a third party delivery service, which is what they do. Peloton then set up 5 separate delivery dates over the next four months -- each time notifying me that I needed to stay in my home and await delivery for a three hour "delivery window." Each time I did -- that's a total of 15 hours; each time they failed to deliver the bike. Initially, when I expressed my frustration at their failure, they were very apologetic and gave me a refund of several hundred dollars; they gave me two additional refunds as this debacle unfolded, each time apologizing profusely and then imploring me to "give them just one more chance." I did; they failed. Then, inexplicably, they reneged on these refunds. They have never delivered the bike. Bottom line: Don't deal with Peloton. Don't trust a word that any of their sales or customer support representatives say. They will not deliver and they will not honor any commitments that they make to you, whether it is getting you the product that you bought, or providing the refunds they promised to you.

  Peloton

  Date: 03/27/2023

  Hi, thank you so much for taking the time to leave a review, we really appreciate the feedback and were sorry to hear this. Our records show that our leadership team was working closely to get this taken care of, and that the delivery has since been completed. Were always looking for ways to improve our products, services and the experiences that we deliver to our Members, and we love building solutions based on your feedback! We will be sure to pass your comments on to the relevant teams.