Business Profile
Exercise Equipment
PelotonThis business is NOT BBB Accredited.
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Reviews
This profile includes reviews for Peloton's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Review Ratings
1.74/5 stars
Average of 207 Customer Reviews
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Review fromTroy P
Date: 10/04/2024
5 starsTroy P
Date: 10/04/2024
Im actually blown away by the care, attention, and responsiveness by ***** and the Peloton support team. I was looking at a future with no bike anymore, and they came through in such a generous and professional way. Im entirely grateful and a peloton fan for life!Peloton
Date: 10/06/2024
Thank you so much for your kind words and for taking the time to share your experience! We're thrilled to hear that ***** and the Peloton support team were able to assist you in such a meaningful way. Ensuring our members feel supported is always our top priority, and its wonderful to know we could turn things around for you. We truly appreciate your loyalty and are grateful to have you as a Peloton fan for life!Review fromBen G
Date: 10/04/2024
3 starsBen G
Date: 10/04/2024
**************** eventually resolved the issue but it took a lot more effort than expected for something pretty simple.Peloton
Date: 10/06/2024
Thank you for sharing your experience. While were glad the issue was resolved, we understand that it required more effort than expected for a simple matter, and we truly apologize for that. Your feedback is invaluable, as it helps us identify areas where we can improve. We are committed to using this feedback to drive better, more efficient service in the future.Review fromJo M
Date: 10/01/2024
5 starsJo M
Date: 10/01/2024
***** in member support was amazing! Im happy that I had a chance to connect with him after I had some major issues with Peleton following back up with me.Peloton
Date: 10/02/2024
Thank you for taking the time to submit your feedback. We are so happy to hear that you have had a great experience with Member Support!Review fromKat D
Date: 09/27/2024
1 starKat D
Date: 09/27/2024
Our Peloton Tread+ we purchased on 7 NOV 2024 in ******** ceased to work on 26 SEP 24, less than four years after purchase and use. The Peloton help desk offered a base replacement at the price of over $2,6K, almost the cost of a brand new Peloton Tread.Our discussion with the Peloton store employees and purchase day and research prior to our purchase indicated that the Peloton would last for about 10 years, minus potential re-lubrication or motor replacement. We did not expect a catastrophic loss in less than four years.If this is not a normal failure time for a Peloton Tread+, we requested Peloton to consider a significant reduction in the replacement cost. For the cost of the Peloton Tread +, this is very disappointment and we assess to be an unacceptable failure rate.Peloton
Date: 09/30/2024
Thank you for bringing this to our attention. We would like to apologize; please understand this is not the experience we would like to hear from our Peloton members. We do have you scheduled for a swap on 10/03/2024 and we definitely would like to know how the swap goes. Please feel free to reach out to us for any additional assistance. We will consider this matter closed, and the Tread Swap is set up and ready for 10/03/2024.Review fromMir M
Date: 09/26/2024
5 starsMir M
Date: 09/26/2024
I received ****************** very caring and helpful and solved the issue. Thanks so much!Peloton
Date: 09/30/2024
Thank you for sharing your positive feedback. We are glad to hear that your experience was a good one. Your input is valuable and helps us continue to improve.Review fromBrennan D
Date: 09/20/2024
5 starsBrennan D
Date: 09/20/2024
***** was amazing, stepped in and took action and helped fix a challenging situation for us!Peloton
Date: 09/22/2024
Thank you so much for your positive feedback! We're thrilled to hear that ***** was able to resolve your issue. Your satisfaction means a lot to us, and its always encouraging to know our team is making a difference.Review fromAdeca L
Date: 09/18/2024
1 starAdeca L
Date: 09/18/2024
I am highly disappointed with Peloton service. I recieved an alert on my peloton pro bike and that I needed to call a number. I did that, and the agent walk me through some steps to rebooth and remove the error. Unfortunately, none if the steps worked and now it needs a technician to come out and fix the issue. I had the bike for 1 year and 4 months. It was working fine up to a few days ago about the update. Here is the issue: During the interaction, I was told that my one year warranty expired April of 2024 and I had to pay out of pocket to have a technician to repair the bike. I proceeded to ask, why wasn't I informed about the warranty being expired? Usually, you will get a reminder by mail or email to add an extended warranty. All of my appliances, I receive notifications to purchase warranty before it expires. The response I receive was that not everyone purchase the extended warranty so that is why they do not send out reminders. That's ridiculous! What if I wanted to purchase the warranty? No one remembers the exact day of purchase. We all have lives to worry about. Then, I was told we cannot purchase a warranty after spending between $3k-$4k for a bike in 1 year span. I'm ****** that I had to pay out of pocket for an update that was out of my control. I WILL NOT recommend Peloton to anyone. Communication sucks! Service sucks!Peloton
Date: 09/19/2024
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. If the Member did not purchase a Protection Plan, our policy states that any required replacements or repairs would need to be out-of-pocket expenses. However, as a gesture of goodwill, we would be happy to proceed with offering the Member options to either purchase the Protection Plan and we will issue a full refund for the repair order, or proceed with a 50% refund from the repair order. Now that the Member has been provided with options, we consider this matter closed.Review fromKevin B
Date: 09/12/2024
5 starsKevin B
Date: 09/12/2024
I have been exercising for many years. Following my research on Peloton Bikes and Treads, I purchased Peloton equipment for two homes. I have been very satisfied with my choices. I had expectations that the customer service experience with ******************** will parallel the very high quality of their products, and does indeed.Ive recently contacted Peloton with a concern that one of my Peloton pieces didnt perform to the level of the others.I was contacted by a Peloton representative from the Peloton Member Support team, ****.**** had an empathetic open ear. Without time constraints on our conversation, I had opportunity to explain my concern with what was happening with my Peloton equipment. **** listened and understood my concern.**** and I talked about what was happening with one of my Peloton pieces, **** consulted with a Peloton tech and invited their expert opinion on what was happening.A service plan was put into motion with various parts ordered, shipped and scheduled for service.I was advised that ****, the Peloton *************** Team associate that I have been communicating with will be out of the office during my scheduled service appointment, and my case will be followed by another Peloton Team Member, *****.***** was great!***** and **** worked in perfect ******* never missing a single step along the way. I continued with a single channel of communication that was open and available to me every step of the way. I had no reason to ever reach back to Peloton as **** and ***** both had everything taken care of on there end.I received a phone call from ***** only minutes following a successful service encounter and the departure of the service team. I shared with *****, and **** later, I could not have been happier with the resolution of my issue.There are ****************************************** the **, Ive used many. I would recommend only Peloton to anybody shopping for bike, tread, row or guide.************Peloton
Date: 09/13/2024
Thank you for your recognition of the hard work of our Support team. Our Support team is dedicated to addressing the needs and concerns of our Members with the utmost care and attention. We understand that each Members experience is crucial, and we strive to ensure that every interaction is handled with professionalism and empathy. Please know that your feedback and satisfaction are our top priorities. We are here to assist you and resolve any issues you may have, and we are always eager to support you in any way we can.Review fromBrittnie L
Date: 09/10/2024
1 starBrittnie L
Date: 09/10/2024
Peloton *****. you spend hundreds of dollars for the equipment to not work. I bought a bike + Im still PAYING ON IT. and they forced an update and ever since then my screen stopped working. now its completely unusable because of their update. And they want you to replace the screen because its out of warranty!! This business is gonna go Out of business, and I cant wait to watch it happen. Consequences of their own crappy company. Peloton, count your days, they are numbered!!!!!!!Peloton
Date: 09/12/2024
Thank you for bringing this to our attention. We have made direct outreach to the Member and are actively working to support them in resolving the issue with their Peloton Bike+ by obtaining further details from the Member, and providing the appropriate troubleshooting steps. The Member now has the appropriate support channel, and we will continue to assist until the issue is fully resolved. At this time, we consider this matter closed.Review fromJon S
Date: 09/05/2024
5 starsJon S
Date: 09/05/2024
I recently had the pleasure of interacting with the customer service team via both phone and email, and I must say, the experience was outstanding. From the moment I reached out, I was met with a friendly and professional demeanor that immediately put me at ease.When I called, the representative listened carefully to my issue and demonstrated a genuine willingness to help. They patiently walked me through the steps needed to resolve my problem, ensuring that I understood each part of the process. Their clear communication and expertise made all the difference, as I felt supported throughout the call.Following the phone conversation, I also sent an email to clarify a few points. I was pleasantly surprised by how quickly I received a response. The email support was just as impressive as the phone interaction. The representative provided detailed information, addressing all my concerns and confirming that my issue was being taken care of. Overall, this two-pronged approach of customer service was incredibly effective. Both the phone and email support were timely, professional, and genuinely helpful, leaving me with a positive impression of the company's commitment to customer satisfaction. I highly recommend their service to anyone facing issues; you won't be disappointed!Peloton
Date: 09/08/2024
Thank you so much for sharing your experience! We're thrilled to hear that both our phone and email support exceeded your expectations. It's great to know our team was able to provide the help you needed in a timely and professional manner. We truly appreciate your recommendation!
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