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 Interactive , Inc.

  5050 Oakbrook Pkwy Norcross, GA 30093

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  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

Review Details

• Review fromRichard C

  Date: 07/04/2024

  1 star

  Richard C

  Date: 07/04/2024

  Their customer service is incompetent. I contacted them because my handlebars became unstable. They haven't been able to resolve this problem and worse, have now completely alienated me because of how they treated me. A brief summary:*1st agent sends me a video of how to repair (after disconnecting) but the instructions indicate a new part is needed. This was never mentioned prior to disconnect, nor was it clear how to obtain the part. This required I re-engage them.*2nd contact - after lengthy back and forth, the chat times out because of the agent (not my) inactivity. This means I have to start over a 3rd time.*3rd contact - also disconnects before complete because of their inactivity *4th contact - I ask to speak to supervisor. I'm told it'll take 48 hours. I also receive a 3rd solution to this problem (same day/problem, 3rd agent with 3 different solutions). He disconnects the chat before complete.*I try calling. I did receive a nice and helpful agent. However, she offers yet another solution that seems clear is incorrect. *I later receive an email from another person with a reasonable and helpful solution, part of which is to send a tech on them. I agree but only one date is offered for this and I'm out of town on that day. I ask for more options.*Several days pass with no response. I ask for follow up. A couple days later I get a response but from a different person. They indicate the tech didn't come because I didn't select a date. I respond by repeating what is in the email history - they only offered one unworkable date.*I receive another email with a link to schedule with a tech. Again its only one date and the SAME date they offered previously in which I indicated I was out of town. They repeated the mistake.*During this process I requested 3 separate times to speak to supervisor, each time being told it would be 48 hours. Its now been several weeks without a single outreach attempt.There's more but insufficient space to detail.

  Peloton

  Date: 07/05/2024

  Thank you for bringing this to our attention. Since receiving this review, the member has been in communication with a Peloton Member Support Supervisor, and has scheduled their service repair for a date that is feasible for the member. We completely understand the member's frustration in regards to this situation, and we sincerely apologize for the inconvenience this member has endured. We appreciate the time and effort the member dedicated towards submitting their feedback. Now that the member's issue has been addressed and resovled, we consider this matter closed. 

• Review fromSandra V

  Date: 06/12/2024

  1 star

  Sandra V

  Date: 06/12/2024

  I am a bike owner since October 2014 and now recently heard that my perfectly good screen on a fantastic original bike will not work past 6/19/24. I was never informed and called the company twice asking for a discounted price I heard that they were offering. No one could help me at the 800 number and I called three times. The last time I asked for a supervisor to call me back which never happened. Some on the Peloton original owner website said they were offered a substantial discount. I am stuck and no one is helping me. Ive had my bike for almost 10 years.

  Peloton

  Date: 06/13/2024

  We apologise for the Member's recent experience and any miscommunication that *** have occurred. A member of the appropriate Team will reach out to assist the Member with their current inquiry.

• Review fromSabrina G

  Date: 06/11/2024

  5 stars

  Sabrina G

  Date: 06/11/2024

  We purchased the Tread+ which came with a couple of issues that were remedied after a few months of required troubleshooting steps and scheduling of parts delivery before ultimately having a new Tread+ delivered and set up. The difference in experience is like night and day - the treadmill is now stable and works perfectly. We appreciate Peloton for standing by their product.

  Peloton

  Date: 06/13/2024

  We greatly appreciate the feedback. We strive to make every delivery as seamless as possible - and each experience helps us make it that much better for the next Member.

  Thank you for being a part of the Peloton community!

• Review fromAutumn Q

  Date: 06/06/2024

  1 star

  Autumn Q

  Date: 06/06/2024

  The 30% cash back promotion is completely a scam. They never issued the cash back and their support will only ask you to contact a third party, who never reply to your emails.

  Peloton

  Date: 06/08/2024

  Thank you for sending this review to **. We are happy to help confirm the Cashback eligibility but the information provided does not match any of our Apparel orders. We can confirm the Cashback takes up to 60 days to be released. 

  More information can be found at the Cash Back platform, Fondue: ********************************************;

• Review fromMelissa M

  Date: 06/06/2024

  1 star

  Melissa M

  Date: 06/06/2024

  I would give zero stars but it wont let me. I purchased a Peloton tread over a month ago and first couldnt get it delivered because the delivery company wouldnt call or come during the window. Next, they finally came and didnt build it completely, waited another week and they never showed, waited another week and one came but it doesnt work, waited another week and they brought a new one but didnt have time to build it. I cannot get Peloton customer service to solve this issue and any representative I talk to doesnt call me back like they said they would. *** asked to speak to someone higher up to help me and they said they would get back to me with in 24/48 hours and that never happened and I was told that 4 different times. I spent ***** on something and the customer service is the worst Ive ever dealt with. Took 5 days off of work waiting for delivery drivers and I still dont have my tread running. I was told by the shipping company I would be VIP and priority and that hasnt happened. Peloton has yet to make this right! They offered a month free, how about a discount on the tread or reimbursement for all the days I took off?!

  Peloton

  Date: 06/08/2024

  Thank you for bringing this to our attention! We are happy to help with an alternate resolution. We are reaching out to the member now to ensure they are able to get their Tread+ up and running immediately! 

• Review fromEbony L

  Date: 06/02/2024

  1 star

  Ebony L

  Date: 06/02/2024

  Company repeatedly rolls out software updates that brick the devices then blackmails customers into paying more money to fix things they did not damage. This has happened with updates in 2021, 2023, 2024 and is well documented online by many customers. I used to believe in this company but now it's feeling a bit scammy. After paying 5k over the past 4 years for their products, it's just not worth it.

  Peloton

  Date: 06/04/2024

  We apologise for the Member's recent experience with their product. We will reach out and work closely with them to resolve any issues they may continue to have.

• Review fromJoey S

  Date: 05/28/2024

  1 star

  Joey S

  Date: 05/28/2024

  Fraudulent company customer support ls of no use. They promise to have a supervisor call you back and they don't.So you call them again and miraculously a supervisor appears.If you didn't call them after not hearing from them you would never hear from them.Customer service is a zero the bike themselves break and the cost to fix is exorbitant why pay 40 a month for a piece of equipmemt that does not work.I didn't use the bike for a year and when I went to use its a lemon. Price to fix another $350 join a gym for $20/month they have more than 1 exercise bike and it works. CvD is over and so is pelaton.It almost like they do not care. Do not buy this Product.

  Peloton

  Date: 05/30/2024

  We're sorry to hear that the Member's recent experience with Peloton did not meet their expectations. A Member of our Leadership team will reach out to them promptly to address any further concerns.

• Review fromShivana N

  Date: 05/28/2024

  1 star

  Shivana N

  Date: 05/28/2024

  Dear Peloton Customer Support,I hope this message finds you well. I am writing to formally lodge a complaint regarding the Peloton Tread I purchased, which has been plagued with constant mechanical issues and faulty parts.Despite multiple attempts to resolve these problems, I have encountered significant obstacles. Each time I contacted Peloton support, representatives directed me to links to schedule a technician visit. Unfortunately, every time I attempted to use these links, no time slots were available, making it impossible to secure the necessary service. This has been exceedingly frustrating and has severely impacted my ability to use the Tread as intended.As a loyal Peloton customer who has enjoyed your products and services for a considerable time, this experience has been extremely disappointing. I had high expectations for the quality and reliability of Peloton equipment, and this situation has fallen far short of those standards.Most concerningly, after the most recent technician visit, I was assured that the Tread was safe to use. However, when I resumed using it, I suffered a sprained ankle due to the belt being out of alignment. This issue arose after Peloton relocated the Tread from one room to another, and it appears that the machine was not properly reassembled or calibrated following the move.The combination of ongoing mechanical failures, the inability to schedule timely repairs, and the injury I sustained has led me to lose confidence in both the product and the service provided. I urgently request a thorough review and immediate resolution of this situation. I expect prompt action to either fully repair or replace the defective Tread and to ensure that such issues do not occur in the future.I look forward to your swift response and a satisfactory resolution to this matter.Sincerely,***************************

  Peloton

  Date: 05/30/2024

  We're sorry to hear about the Member's recent experience. We will reach out to the Member to ensure that they are directed to the appropriate team who will work with them until a resolution has been reached.

• Review fromVictor G

  Date: 05/15/2024

  1 star

  Victor G

  Date: 05/15/2024

  Peloton doesn't honor promotions. There's not much more to say besides that. They seem to rely on bait and switch tactics, then their customer service employs tactics like gaslighting, playing dumb and even just ghosting you. I had one agent time out the chat after I pointed out the contradictory information they provided.

  Peloton

  Date: 05/16/2024

  We apologize for any confusion caused. Our exclusions are listed on our website linked to the promotion banner. We understand if you were not able to view these terms and thank you for reaching out to our Support Team for clarification.  We hope that you will shop our site again soon! 

• Review fromTina K

  Date: 05/11/2024

  1 star

  Tina K

  Date: 05/11/2024

  We have had a Peloton bike for 10 years. We received a notice our screen would no longer be supported after 6/19/2024. We put a $50 credit toward a new screen per the ad. When the new screen didnt work correctly, I called tech support who said they would send out a new screen and return label for the defective screen. We received a new screen in a box marked refurbished. I called Peloton because I didnt purchase a refurbished screen originally. The customer rep told me that they were putting new screens in refurbished boxes. I wasnt accepting that so she put me on hold. When she came back I was told we bought a refurbished screen. You only get a new screen if you buy a new bike. I referred her to the ad that statesupgrade to a new screen with $50 off. She said that in the ad they use the word ****** or revert (I couldnt quite catch it) which stands for refurbished. I havent been able to locate anything suggesting they are upgrading you to refurbished screens. She recommended we buy a new bike for over $2,000 to get a new screen, explaining our older peloton is like a phone, the technology goes out of date.That makes no sense since thats why theyre making us update to a new screen. She then recommended we keep the faulty screen as it might work fully with a future update. I reminded her tech support told me to return it after I described the issues. She said that tech support got it wrong. The first screen didnt actually have any issues. Its a beta version. She said when you buy a new screen you dont know if youre going to get a version that works or not. The last rollout was in March and they dont know when or who will get a fully functioning screen. This is nuts! In the end we have to return the unopened refurbished screen and can keep the partially functioning upgraded screen until we buy a new screen. It will be past its return but they promised theyll still refund it when we return it. I asked for an email stating they will honor the refund.

  Peloton

  Date: 05/13/2024

  We are very sorry to hear of the frustration and confusion that this Member has experienced. We have reached out to the Member and will assist with coordinating a delivery of a new Toucscreen as soon as possible.