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 Interactive, Inc

  151 Bloor St W Toronto, ON M5S 1N5

• 

  Peloton

  401 Newport Center Dr Newport Beach, CA 92660

• 

  Peloton

  152 Christopher St New York, NY 10014-2838

• 

  Peloton

  754 758 Main St West Vancouver, BC V7T 0A5

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:09/20/2025

  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.

  On August 24, 2025, I purchased a used Peloton Bike through ******** Marketplace for $450. The seller assured me she owned the bike outright and provided documentation showing she had purchased it refurbished from Peloton for $1,407.45. She also shared a receipt for a screen replacement totaling $239.91.The bike functioned properly for a few weeks. However, one morning I received a message on the bikes screen stating it was disabled and instructing me to contact Peloton. Upon calling the number provided, I was told the account was suspended due to non-payment. I explained that I had purchased the bike secondhand and that the seller had confirmed ownership. Peloton then claimed the bike was a rental and had not been paid off.On September 15, 2025, I called Peloton again and was asked to send a copy of the receipt, which I promptly did. After receiving no follow-up, I called again on September 18 and was told to reboot the bikes computer. I attempted this with a Peloton representative on the phone, but the bike remained disabled. She then asked for a photo of the serial number, which I also provided.On September 19, I spoke with a representative named ******, who reviewed the case and said he would escalate the matter. He assured me the bike would be operational within a few hours. It was not. I called again on September 20 and spoke with Maya, who repeated that the issue would be escalated and someone would contact me within 24 hours. No one has followed up.I have made every reasonable effort to resolve this issue directly with Peloton. Despite multiple calls, emails, and assurances from their representatives, the bike remains disabled and I have not received any meaningful support or resolution. I am left with a non-functional product and no recourse.

  Business Response

  Date: 09/22/2025

  We thank the Member for sharing their experience with us. This Member purchased a rental Bike that wasn't meant for secondhand sales. We are working with the Member to come to a resolution and our Team will be following-up with the Member in regards to this situation.

  Customer Answer

  Date: 09/24/2025

  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:09/06/2025

  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 incorrect charged me a $46.76 monthly recurring membership fee that was outside of the rental agreement I signed with them. This happened for 13 charges. I contacted them 4 separate times about this issue, and their customer service agents repeatedly gave me case numbers and said they would fix the issue after reviewing and escalating internally, only to never follow up. After multiple reach outs on my end, they eventually refunded me for 7 of the charges as a courtesy and refused to refund the additional 6 even after confirming in writing multiple times that the charges were incorrect. I have retained all documentation for this matter. There are 6 charges outstanding that need to be refunded to correct Pelotons self-admitted billing errors. The total amount owed to me is now $280.56.

  Business Response

  Date: 09/09/2025

  We apologize for any frustration this may have caused. Peloton is dedicated to ensuring a positive experience for our Members. According to our Membership Terms, if you think you have been incorrectly billed for a Peloton Membership, you should inform us within 60 days of the billing date by reaching out to Member Support. Although this notification was made after the 60 days, we will still process a refund for the Membership upon request. Typically, this refund process takes between 5 to 10 business days. If you have any further questions or concerns, we suggest contacting our Member Support at ************** for additional assistance.

• Initial Complaint

  Date:08/31/2025

  Type:Customer Service 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.

  Im a former customer and was interested in returning and inquired about a promo or trial to help me see if peleton is right for me. The ***** membership is not a great value since most of my favorite instructors have left and theres not as many new classes. I was met with resistance and customer service was unwilling to work with me. I received generic responses and all they could offer was a feedback form. I even mentioned filing a BBB complaint, they were not intelligent enough to care about that.

  Business Response

  Date: 09/01/2025

  Thank you for bringing this to our attention. To access classes and features available on the Peloton catalog and participate on a Peloton device (Bike(+), Tread(+), or Row), an All-Access Membership is required. Members who choose not to purchase a Membership cans till access their Peloton devices without an All-Access Membership using the Just Ride feature, however workouts and metrics taken via this method will not be saved to a users profile. All-Access Memberships are $44/month for all US Members, and there are currently no discounts available. A Member of our Team has worked with the Member regarding this request and 1 free month has been given as a one-time courtesy.

• Initial Complaint

  Date:08/27/2025

  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.

  - Peloton Tread was delivered in January of 2025, starting in about March 2025 it began to have spotty performance where the tread would intermittently disconnect from the internet, the belt would not operate, however in July 2025 it started to display an error code and would not function at all. -Peloton support was called immediately on 7/25/2025 and it was determined by an escalated support team that it would require a visit from a service technician in order to be fixed -1st Service Appointment was scheduled for 7/30/2025, this was a no call, no show absence for the 8-10 AM appointment time. I had to call into Peloton Support that afternoon to inquire and was told our appointment was "rescheduled" which was news to us -2nd Service Appointment was scheduled for 8/6/2025, we received a Voicemail the evening before the appointment that there was no technician available and that we were "rescheduled" to 8/13 which again we did not request or approve -3rd Service Appointment was scheduled for 8/13/2025, we received a Voicemail the evening before the appointment that they will need to "reschedule" as it was not worth it for the tech to travel out to our house because there were not enough calls in the area, again not our problem and we are now going on 3 weeks without operational equipment -4th Service Appointment was scheduled 8/27/2025, we again received a Voicemail the evening before that again they didn't have a technician available for our ************** recap, this is now a month where our Treadmill is inoperable, Peloton Support Teams say they have no control because it's a 3rd Party who does the servicing and they have no control over them, we are stuck in an endless trap where we can have our machine serviced and no one has the power to prioritize our appointment.We are requesting that Peloton come to pick up the treadmill at their expense and provides us with a full refund as we would like to purchase a different brand to end our time with Peloton.

  Business Response

  Date: 08/29/2025

  Thank you for the Member's feedback on the Tread. We are aware of the Member's issue with the Tread. We have been working with the Member to get this resolved as soon as possible and currently have a repair scheduled with our Repair Team for September 3rd between 10am-12pm. In the mean time if the Member has any questions or concerns we encourage them to reach out.

  Customer Answer

  Date: 09/03/2025

  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:

  [Your Answer Here]

   The Service Technician did arrive as scheduled on 9/3, however it was made clear immediately that Peloton support had misdiagnosed the solution to the error code and our treadmill was installed incorrectly by Pelotons delivery and installation staff.

  The Service Technician indicated that none of the parts needed to be replaced and that our treadmill instead requires a new left upright and hand rail (with monitor) due to faulty installation that broke power cable connectors and stripped screw holes.

  We demand that these new parts be sent and installed immediately. This has been such a disappointing experience and one that has tarnished our feelings towards Peloton.

  I am hoping that someone can contact us immediately to get this scheduled and delivered ASAP. Thank you!

   

   

   

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

  
  Sincerely,
  
  **** *****
  
  
  
  
   
  

  Business Response

  Date: 09/05/2025

  We apologize for this experience, We have been in contact with this Member as of  September 5th to get the issue resolved. We have set up a Handrail swap for this Member and it is scheduled for repair on September 10th, which should bring this to a resolution. In the meantime, we recommend the Member reach out should they have any additional questions or concerns.

• Initial Complaint

  Date:08/22/2025

  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 has been double charging me for memberships since March of 2023 under the same account. I called in to the customer service to ask them to correct and they made me send proof of payment, couldn't "track" my request through and then transferred me multiple times before threatening to terminate the call (I told them I was frustrated at the after 1.5 hours on and off hold when they still hadn't been able to address my issue (or even acknowledge that they were doublebilling me). I then got an email saying we see you're being double charged, you're welcome to keep both memberships but just in case here's a month free (on a double membership charge?) All in I was overcharged more than $1000 over 2 years and they didn't refund a *****.

  Business Response

  Date: 08/25/2025

  We thank you for bringing this matter to our attention. Peloton is committed to providing a positive experience for our Members, and we regret that this Member is dissatisfied. However, our Membership Terms state that if you believe you have been billed in error for a Peloton Membership, you are to notify us within 60 days of the billing date by contacting Member Support. Peloton will not issue refunds or credits after the expiration of this 60-day period. We will reach out to this Member to offer assistance, however we are unable to issue all desired refunds.

• Initial Complaint

  Date:08/19/2025

  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 purchased a refurbished Peloton bike for $1,387.47 through Affirm, relying on Pelotons website claim that the bike fits all sizes. This statement is misleading and false.I am 50 with a short torso, and despite carefully following all official Peloton adjustment videos and trying every possible setting, the bike cannot be adjusted to a safe, proper riding position. While I can technically sit on the bike, daily use already causes back pain, and long-term use would risk serious injury.When I requested a return, Peloton refused, citing their final sale policy on refurbished items. However, final sale does not apply to items sold under false advertising. A bike that cannot be adjusted for safe use by smaller riders cannot reasonably be described as fits all sizes. This is misrepresentation and a product safety issue.I am requesting a full refund and prepaid return label. If Peloton continues to deny this, I ask BBB to hold them accountable for misleading advertising and failure to resolve a valid consumer complaint.

  Business Response

  Date: 08/21/2025

  Peloton is committed to ensuring our members have a positive and safe experience with Peloton Products. We have received the member's complaint regarding their refurbished product and are actively reviewing the details. A member of our team will be in direct contact with them soon to address their concerns and work toward a resolution.

  Customer Answer

  Date: 08/22/2025

  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:

  Dear BBB,
  
  
  Thank you for forwarding Pelotons response. While I appreciate their acknowledgment, my complaint remains unresolved.
  
  
  The solution I am requesting is a return of the bike and a refund. I am asking for an exception because the bike does not adjust to a comfortable or safe position for me. I am 5 feet tall, and despite my efforts, the bike cannot be properly fitted to my body size. This makes it unsafe and unsuitable for my use.
  
  
  I believe Peloton should disclose more clearly that the bike design is not appropriate for shorter individuals. Since the bike cannot be safely used as intended, I am requesting that Peloton allow a return.
  
  
  Unless Peloton provides me with a clear return option, I must state that I remain dissatisfied with their response.
  
  
  Sincerely,
  ***** *********
  
  
  

   

   

   

   

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

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

  Business Response

  Date: 08/29/2025

  A member of our team has reached out to the Member to further assist with the issue and as of August 28, the Member has come to an accepted resolution. The agent will continue to work with this Member throughout the resolution process- we recommend they reach back out via the same support channel if they have any questions in the meantime.

• Initial Complaint

  Date:08/19/2025

  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 purchased a peloton bike in May 2025. There was something wrong with it as there was a rubbing noise so I contacted service and they walked me through their diagnostics and determined that the belt needed to re-replaced. I paid for the belt which was roughly $35 + $150 for ************* tech to come out and repair the bike. The first appointment I had with the service tech was two months after I made the initial call. I felt was an extremely long time. on the day they were supposed to arrive. No one showed up. I called back and got another date the following week And my appointment was scheduled between 10 and noon and the service tech arrived at my house at 5:30 PM. They replaced the belt the bike appeared to be working. I logged into the bike and paid the $95 activation fee only to determine that the bike was not working.All of the electronic metrics on the bike were not working. contacted customer service again And now they are telling me that the cord needed to be replaced, but I could do this myself I spent another $45 to have that shipped out to me exchange the cord from the monitor to the bike got on and started the bike again and still no metrics were appearing. Contacted customer service again to be told that now I needed to replace the sensor module. This was again another $45 and $150 service tech. My appointment was scheduled between 10 and noon. I had somewhere I needed to be by 1 oclock so I left at that time. The technician arrived at my house at 3:30 contacted me by phone. I was not able to leave the current appointment I was at so I had to reschedule. When I rescheduled the appointment, they failed to show up at all. I have since contacted customer service twice and I keep getting told that someone will call me within 24 to 48 hours and then no one ever calls. yesterday I requested my money back for the parts that I ordered, the service tech fees and the activation fee I have paid for. agents I have talked to tell me they are not authorized

  Business Response

  Date: 08/21/2025

  We apologize for this experience, We have been in contact with this Member on August 19th to get the issue resolved. We have set up a repair for this Member and it is scheduled for repair on August 29th. We believe the issue is closed at this time, we recommend the Member reach out with any additional questions or concerns.

  Customer Answer

  Date: 08/27/2025

  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: they have not yet showed up to repair my bike. Out of 5 different scheduled appointments. I have another appointment scheduled for Friday 8/29 but based off of experience I am going to assume they will not show up. Each appointment they ghosted me on Ive had to reschedule my day. They have taken my money for parts and labor but fail to show for the service. 

  [Your Answer Here]

   

   

   

   

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

  
  Sincerely,
  
  *** ****
  
  
  
  
   
  

  Business Response

  Date: 09/05/2025

  We apologize for this experience, We have been in contact with this Member as of August 30th for further clarification on the resolution process. We completed a repair for this Member on August 29th, and the Technician left with the Bike in working order. We recommend the Member reach out to Support should they have any additional questions or concerns.

  Customer Answer

  Date: 09/09/2025

  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:

  [Your Answer Here] 

  yes a technician did finally show up on 8/29 and fixed my bike, however I began this process back in May of 2025  it took 3 plus months and a ton of back and forth with Pelotons customer service agents who had me ordering 2 additional parts that were not needed because the technician who installed the belt did so incorrectly  I have returned the extra parts I had to buy that were not necessary and am awaiting a refund  Three months and a ton of aggravation so Yes, Im not satisfied with peloton

   

   

   

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

  
  Sincerely,
  
  *** ****
  
  
  
  
   
  

  Business Response

  Date: 09/17/2025

  We have received the Members response and an agent from our Team has contacted the Member via email with an update regarding the requested refund. If the Member has any additional questions or concerns, we recommend they reach back out via the same email thread.

• Initial Complaint

  Date:08/19/2025

  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.

  My Peloton tread stopped working after Peloton's new update. The screen completely blacked out and just keeps turning on and off. After contacting Peloton they said because it's under warrantee they would fix it. That was a month ago and I've yet to get a date for a tech to come out. Every time I call to see if maybe they could schedule me I get the same response. "We don't have any dates available" at this rate I won't ever have my equipment fixed. I find it hard to believe that a company like Peloton can't have an online scheduling system. It has been a very long month and countless calls and I'm getting nowhere.

  Business Response

  Date: 08/20/2025

  Thank you for the Member's feedback on the Tread. We are aware of the Member's issue with the Tread. We have been working with the Member to get this resolved as soon as possible and are currently working with our Repair Team. In the mean time if the Member has any questions or concerns we encourage them to reach out.

  Customer Answer

  Date: 08/27/2025

  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:

  [Your Answer Here]

   I was finally able to get a scheduled repair time. Tread is still out of commission, but will wait to see if the repair tech is able to fix the problems. 

   

   

   

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

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

  Business Response

  Date: 09/09/2025

  We sincerely apologize for the experience of the Member. We have been in communication with this Member to address the issue. A repair has been arranged for this Member, scheduled for September 10th. We encourage the Member to reach out with any further questions or concerns.

• Initial Complaint

  Date:08/03/2025

  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 originally ordered a peloton treadmill on 6/17/25. First available delivery date to my home was on 7/7/25. On 7/7/25 it was delivered and found to be non-functioning. The delivery service took the treadmill back with them. I was told to set up a second delivery. We picked the soonest date; a week later on 7/14/25. The second delivery occurred, but the delivery service forgot the screen. Peloton had the screen delivered after and suggested I have a repair service attach the screen as it can be difficult (per peloton). Third scheduled appointment and the peloton contracted repair man reports this tread does not work. Peloton instructed to order 2 parts to see if that could fix it. Parts came, scheduled a fourth appointment with peloton. The peloton repair tech came and stated the new parts did not fix the product. I now scheduled the fifth appointment and will have my third peloton delivered on 8/11/25. I have been in contact with peloton customer service multiple times for compensation due to my husband or I having to take time off work to be here for the five different delivery/maintence attempts that are two hour windows. That is 10 hours plus numerous phone calls to sort things out. I recieved some compensation and a few months free of a membership (of which I cannot use as the product is nonfunctional) I called peloton today to discuss the latest issue. I was told I would be called by a manager in an hour. I never got a call. After two hours I called again, and was told yes a manager would call. I got an email stating they "tried" to call and there is nothing else they can do. I stated I would like a call. I got another email from another "team lead" saying she tried calling three times and it went to "auto reject". Peloton customer service is providing fraudulent claims regarding calling me. I was not on my phone. My phone was on. They have called me before with no issues. They did not call. The issues are still not resolved. Awaiting callback and resolution.

  Business Response

  Date: 08/04/2025

  We apologize for this experience, We have been in contact with this Member to get the issue resolved. We believe the issue is closed at this time, we recommend the Member reach out with any additional questions or concerns. 

  Customer Answer

  Date: 08/05/2025

  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:

   

  As noted in my original BBB complaint I am still awaiting a phone call. I have not received a phone call as promised on Sunday, August 3rd 2025 or to date. The email I was sent on Sunday by a manager falsely claimed our phones were now "auto-rejecting" their calls and they could not get through. I called *******, my phone company, on Monday and they stated there were no blocked calls on Sunday. ******* also stated since Peloton had called previous times and successfully gone through that the number would not be blocked in the future. I  emailed them on Sunday and yesterday (Monday, August 4) with no reply or phone call as requested. I have not received a phone call and two emails have gone without answer. I attached the two emails I sent that have not gotten a rely and no phone call as requested. The issue is not resolved, as I still do not have a working peleton after 4 separate visits from peloton hired technicians. They are not contacting me. I am still awaiting a phone call.

   

   

   

   

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

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

  Business Response

  Date: 08/13/2025

  We appreciate the Member reaching out with their concerns. We have been in contact with this Member and spoke with them on August 3rd to get the issue resolved. The Member has an appointment scheduled for August 18th to have their Tread replaced. Should there be any additional questions or concerns in the interim, we recommend that the Member reach back out to us via the same line of communication.

  Customer Answer

  Date: 08/18/2025

  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:07/28/2025

  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 multiple items from Peloton Apparel (Order #*******), and one of the items listed in my delivery confirmation email the Soft Jersey Half Zip (SKU: *****************) was missing from the shipment. I recorded a video of myself opening the package and counting each item. The missing item was clearly not included.I contacted Peloton via chat support on May 9. The representative, ****** E, acknowledged the issue and said:I apologize for the inconvenience. It seems like the item wasn't shipped out, despite there being tracking. I have placed a note onto your order regarding your missing item. Please allow 3-5 business days to fix this error. Thank you!I requested a reference number and was provided Ticket #********.Despite waiting well beyond the 35 business days, the item never arrived, and no one followed up. It has now been over two months, and I am still missing the product I paid for.Ive attached the chat transcript and can also provide the video footage of the package opening and item count if needed.I am requesting that Peloton send the missing Soft Jersey Half Zip (SKU: *****************) from Order #******* immediately.Additionally, I hope Peloton will improve how customer support handles fulfillment issues. Acknowledging the mistake but failing to follow through has left me frustrated and disappointed in the level of service.

  Business Response

  Date: 07/31/2025

  We apologize for the Member's recent experience.
  We have refunded the cost of the item - $45.58 - to the Member's original method of payment. This should appear in the ************* account within 5-10 business days. If there are any additional questions, we recommend reaching out to our Support line at **************.

  Customer Answer

  Date: 08/01/2025

  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 did not ask for a refund, wanted the item to be rightfully sent to me. Can you please send the item over as I bought it during a sale and bundle? 
  

  if I wanted the refund, I would have contacted my credit card issuer to dispute the charge, so please send the item. 

  Thanks, 
  ***

   

   

   

   

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

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

  Business Response

  Date: 08/04/2025

  We appreciate the Member reaching back out and apologize for any inconvenience. The Member was refunded due to a stock issue. Should the member re-order the item when back in stock and would like the discount we urge the Member to contact our Member Support number at ************** and we would be happy to assist.