Business Profile

Exercise Equipment

Peloton

Headquarters

This business is NOT BBB Accredited.

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This business has 1 alert

Pattern of Complaints

Complaints

This profile includes complaints for Peloton's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

777 total complaints in the last 3 years.
116 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:02/07/2024
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.
In January **** my peloton bike completed a software update required to continue to use the bike. After installation of the update during bike classes the tablet monitor will freeze multiple times causing the screen to become frozen and inoperable, the only way to fix is to reset the screen. The screen will freeze at random times during classes which makes the bike unusable. The bike is only 24 months old with less than 200 rides, I contacted technical support and completed the recommended troubleshooting steps. The issue persisted and the tech told me it's a software issue and the entire touchscreen will need to be replaced at a full cost to me. I explained that the issue has only occurred since the update I was required to do and they agreed its a software issue, the tech also told me well you could wait for a future update and maybe that will fix it. I found this customer service to be unacceptable for their own software update.
Business Response
Date: 02/20/2024
We appreciate this Member's feedback, our Leadership Team replaced the touchscreen at no cost to the Member on 2/8/24.
Customer Answer
Date: 02/22/2024
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:02/06/2024
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 have two older peloton bikes and now I am told I need to replace the screens with new screens or I will lose all the features except the "ride only" feature. I paid for the bikes originally and have paid monthly subscriptions and I do not remember that they notified me that I would have to continue to pay for upgrades to use my product. This is very unfair for owners of these bikes. If Peloton wants to offer an upgrade fine but they should not remove basic functions if owners do not want to upgrade. My screens are fine, either leave the functionality or provide the upgrade at your expense.
Business Response
Date: 02/20/2024
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. 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 *************************************
Customer Answer
Date: 02/21/2024
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 say they are sending it on. No resolution

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

Sincerely,

*******************

Business Response
Date: 03/07/2024
We are very sorry to hear of this Member's disappointment as that is not our intention. These tablets were sold only on our original Bikes, between 2013 and 2016. The technology is now 10 years old and we are no longer able to provide a full user experience due to system constraints and limitations. We have a variety of new features that they will be able to enjoy after upgrading, including ************************* leaderboard updates, and our most recent home screen with personalization. There are two options available for this Member. First, they can purchase a new Peloton Bike+ (limited edition products excluded) with a $500 discount. Second, they can purchase a new tablet and receive our most recent version that is still compatible with their Peloton Bike. We have provided a discount of $50 if they choose to purchase a new tablet only. Both of these offers are only available to Members who have received this notification.
Customer Answer
Date: 03/08/2024
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]
Again this is very deceptive business practice. A typical bait and switch, selling me a product and then claiming I need to update with a new device 1/2 the cost of original bike or it doesn't work. I do not want or need any new features. They have no value to me. I would be willing to pay $100 for a new screen but not $500.

Thank you.

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

Sincerely,

*******************
Initial Complaint
Date:02/06/2024
Type:Delivery 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.
We placed an order on Jan. 3rd for a Tread+, Bike+ and Rower (an order in excess of $11k I know, peanuts for a large public company). What the customer service person whom I spoke with when placing the order failed to communicate, is that because the Tread+ had not yet been released, that the Bike+ and ***** would not ship until the Tread+ was available. So here we are, over a month after placing the order, without any equipment whatsoever even though the Bike+ and Rower are available to ship. We placed this order taking advantage of the Holiday Promotion and also the 0% APR Affirm loan that we qualified for over 43 months.Very simply, had this been brought to our attention, we could have placed two orders (one for the Tread+ which we would have waited for, and the other for the Bike+ and Rower so that they could be shipped separately). After now over a cumulative 10 hours of wasted time through emails and phone calls with Peloton Customer (Lack of) Support, we are no closer to knowing when we might actually be able to use the equipment we have purchased. We were told that we could cancel our order, and re-place our order under two different orders so that we can receive the Bike+ and the Rower more immediately, and that they will still provide us with the same pricing, but that the loan through Affirm would no longer be at the 0% interest. Well why would I want to pay more? I spoke with ****** and they said that there is nothing they can do because everything they do is handled by a computer and the computer determines the APR that is offered. Apples to apples, we would probably be able to qualify again for the 0% APR, but because their system shows us just extending a loan for over $11k, it is taking that into account and thinking we are trying to extend further credit as opposed to just replacing the one loan for two loans equaling the same amount.
Business Response
Date: 02/20/2024
Hi there,

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 *************************************

Customer Answer
Date: 02/21/2024
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. They reached out to me to make sure that I was a happy customer. Their response was great.

Sincerely,

***********************
Initial Complaint
Date:02/02/2024
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.
purchased Peloton Bike from Peloton 3/20/21 purchased a extended warranty till 11/2023 out of warranty.Touch screen failed and not working not responsive to the touch.called representative at peloton to inquire how to fix and resolve issue.was told that since I'm out of warranty, I would have to pay out of pocket expense in order to fix the screen. representative quoted me $159.00 for technician to come out and diagnose and troubleshoot. and if they determined the monitor broke a new monitor would cost addl. $400 dollars to have replaced.I explained that I have owned this bike for literally 2 years and also purchased an extended warranty I explained problem had started 6 months back and it progressed to now. completely not working, forcing me to make the call peloton. I've also had a $ ***** membership from date I purchased this peloton Bike.Following some groups I see this is a common problem that Peloton is aware of but does not stand behind their product. touch screen not responsive to the touch Monitor, is defected and a bad design. I learned this is common problem issue with Peloton Bikes. expensive cost for a peloton would lead you to believe they're made with great quality and good workmanship. with no Support from Peloton. if nothing else comes out of this complaint and I don't get my defected screen repaired than I hope it makes future buyers and buyers aware with this information.
Business Response
Date: 02/20/2024
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 *************************************
Initial Complaint
Date:02/01/2024
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.
Ordered a Peloton Bike 12/18/2023. Received confirmation of order and a call to schedule the delivery. Delivery was scheduled for 1/3/2024. on 1/2 I got a confirmation email form the 3rd Party delivery company of the time frame. Then later on 1/2 received a call saying there is no Bike to be delivered. Never received a call from Peloton. I called customer service on 1/3, 1/4, and 1/5 but did not get anywhere as Peloton blamed the 3rd party delivery company (*************). on 1/5 I was told a supervisor would call back on Monday 1/8 with an update. Was even told the cust service rep put a note on the desk of said supervisor. I received no call. I called again and was transferred to ************* who scheduled the delivery for Monday 1/22. On Friday 1/19 I received a call from ************* that again there was no Bike to be delivered on 1/22. Again no call from Peloton. Called Peloton and again was told a supervisor would return my call within 48 hours. on the third day after that call we still had not received any communication from Peloton. I called and no-one at peloton could tell me why I didn't get the Bike or when the Bike would actually be delivered. Since I had received no calls back after many times of asking, I asked to speak to a supervisor while I was on the phone. After a 10 min hold I was told none were avail. I said I'd wait for one. This resulted in being hung up on by *******. We cancelled our Gym membership at the start of Jan as we had a confirmed delivery date (originally 1/3). we still dont have a Bike. Scheduling delivery then hoping and wishing a Bike is available is no way to run logistics especially for a company with a market cap of $1.5 Billion
Business Response
Date: 02/20/2024
The member has received assistance from our team. The original order was cancelled and a new order was created.
Initial Complaint
Date:01/31/2024
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 Tread in July 2022 that came with a 1 year warranty. On June 21, 2023 and July 5, 2023 I received emails that stated my warranty was ending July 29, 2023 and I could extend the warranty for 3 years for $249. When I called in July 2023 to purchase the 3 year warranty for $249 I was told the warranty was now $299 but I would get 4 years (48 months) of coverage instead. I was also told I would get 3 months of subscription service free ($44/month), and I agreed to pay $299 for the 4 years and 3 months of subscription service.When I received the confirmation email on August 3, 2023, it reflects a 48 month warranty term but they BACKDATED the effective date to July 29, 2022, the original date of purchase, which means I didn't get 48 months extended warranty for $299, but only received 36 months extended warranty for $299. The email reflects my warranty now expires July 28, 2026 versus July 28, 2027. I also did not receive the 3 months of free subscription service This is a VERY deceptive business practice for Peloton. Why would I agree to a 48 month extended warranty that BACKDATES the warranty to include the first 12 months that were already covered with the purchase of the Tread? So what they originally told me would cost $249 (for 36 months additional coverage) actually cost me $299 and they were deceptive in how they went about this price increase.
Business Response
Date: 02/20/2024
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 *************************************
Customer Answer
Date: 02/28/2024
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 business has offered no resolution to charging me more than advertised then backdating a warranty to a period already covered. I will be filing a complaint with the **** as Im sure this has happened to more than just me.

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

Sincerely,

***********************

Business Response
Date: 03/10/2024
We apologize for any confusion caused during this time. Upon reviewing the orders, the original order had a limited warranty that lasts 12 months from the date of delivery. In this instance, the expiration date was 07/29/2023 for the limited warranty. As the Peloton Protection Plan was purchased on 07/28/2023, the effective dates of this 48-month plan would be 07/29/2023 through 07/28/2026. Additionally, the promise of 1 waiver for the All Access Membership was fulfilled. However, as a courtesy, we have supplied 2 additional waivers which will cover the next 2 payments for the All Access Membership.
Initial Complaint
Date:01/28/2024
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.
We received our new Bike+ on 12/29/23. Upon delivery we had several issues right away. I contacted Peloton on 1/4 about these issues and scheduled a technician to come to our house on 1/16. I was contacted on the morning of the 16th to be informed our appointment needed to be canceled and to reschedule. We were rescheduled for 1/26 at which time the technician arrived. He assed our Bike+ and determined that we need a new cadence sensor. I did not receive any follow up so I reached back out to Peloton today, 1/28. I was advised that no order had been placed and that no technician had been scheduled. The representative ordered the part and sent me a scheduling link in order to secure a time for a technician to come repair the sensor. Upon clinking the link, the website showed that there are no available appointments. We have a bike that is unusable and Peloton is unable to repair. We bought the additional warranty coverage and we are unable to receive the support agreed to in the warranty. I want my bike fixed immediately, or I want to return in and be fully refunded.
Business Response
Date: 02/06/2024
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 *************************************
Initial Complaint
Date:01/27/2024
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 has not responded to my complaints regarding shipping. Their vendor has canceled last minute and when they rescheduled they sent me a different time than what was confirmed on the phone. They have already billed me and finance charges have started even though they stated fees wouldnt begin sooner than 5 days before delivery. The Peloton customer service rep was rude and refused to communicate my complaint to management about their shipping vendor. They disconnected the chat without notice. My emails have gone unanswered.
Business Response
Date: 02/06/2024
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 *************************************
Initial Complaint
Date:01/26/2024
Type:Sales and Advertising 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.
On 12/26/23, I purchased the Tread+ while in the Peloton showroom in the ******************* Mall. At that time, I went through the process of a credit application and credit check and was approved and now hold a balance with Affirm of close to $6,000. ******** was scheduled at that time for December 30th. Several days later, I received an email saying that Peloton had a system glitch and that they should not have been able to schedule delivery. After several phone calls, we determined that the order had been cancelled and a re-order had been placed on 12/26/23. Because I still had not received the Tread+, I called Peloton on 1/23/24. I was told that it was in a 'logistics hold' but was assured that delivery must occur within 30 days of the order date (which had been changed from 12/16 to 12/26). Today (1/26/24), I called Peloton and was told that it is still in a 'logistics hold.' After reviewing my notes, the associate was not able to give me an update and could not schedule delivery. I reminded them that I do NOT want this order cancelled, as that would result in another credit application and credit check, which reduces my credit score each time. Meanwhile, I maintain a $6,000 balance with Affirm (which is reflected on my credit report) for a treadmill which has not been delivered. Again, I do NOT want this order cancelled, I just want the treadmill delivered.
Business Response
Date: 02/06/2024
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 *************************************
Customer Answer
Date: 02/08/2024
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:

The treadmill has yet to be delivered and they are now stating that this is because payment has not yet been captured even though I maintain a nearly $6k balance with Affirm.

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

Sincerely,

*********************

Business Response
Date: 02/21/2024
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 *************************************
Initial Complaint
Date:01/25/2024
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.
Since having a peloton treadmill moved by a contractor arranged by peloton, the product is not functioning properly. I have called 4 times to schedule a repair and they continually tell me Ill be notified of the available service dates, yet I have not received any such notice. I have a several thousand dollar piece of equipment that is not functioning properly and no way to have it fixed by them, be told when to expect it to repaired or even if it can be repaired. Tried speaking with a supervisor which took two days to get ahold of. Nothing changed. They were quick to take my money but seem to be unwilling to honor there service requirements.
Business Response
Date: 02/06/2024
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 *************************************

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This business has 1 alert

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Peloton is NOT a BBB Accredited Business.