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

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

• 

  Peloton Interactive, Inc

  100 City Centre Dr Mississauga, ON L5B 2C9

• 

  Peloton Interactive , Inc.

  5050 Oakbrook Pkwy Norcross, GA 30093

• 

  Peloton

  152 Christopher St New York, NY 10014-2838

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:01/11/2024

  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.

  Fraudulently increased my subscription amount from $12.99 to $24.99 without any prior notice at all. I was told I would receive a refund and cancellation by the first agent. Then two days later I was told they could not issue a refund through a third party(apple). Terrible company with fraudulent business practices and customer support staff that lies about their actions.

  Business Response

  Date: 01/20/2024

  Tell us why here...
  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. Our team is currently looking into it and will reach out to you directly to help get you back on track. In the meantime, if you need anything else at all, please do not hesitate to contact us on ************, or email *************************************

  Customer Answer

  Date: 01/23/2024

  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:
  

  I was able to close my account through the third party with no help from Peloton.  I have no intention of calling their customer service since I already wasted enough time calling twice and speaking to rude customer service representatives.  I even asked to speak to a supervisor and was told none was available.  I was told a supervisor would call me back within 24 hours and no one ever did.  I will be looking for another service.

   

   

   

   

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

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

  Customer Answer

  Date: 06/25/2024

  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:Peloton raising prices and changing my subscription had nothing to do with a third policy.  Peloton changed my subscription without notifying me.  I was charged the same price but instead of one month subscription with unlimited workouts, instead I was able to do 3 workouts for the month.  It was a scam by peloton.  Which is why they are losing so much money.  They tricked their members.  

   

  
  

   

  
  

   

  
  

   

  
  

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

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

  Business Response

  Date: 07/06/2024

  Thank you for bringing this to our attention. Third party subscriptions, such as those created via the Google Play Store or the Apple App Store, are created and managed by the Member, with all billing being handled directly by the third party, as an intermediary between us and the Member. Because of this, the charges are routed through them, meaning they would need to be contacted for all questions regarding charges, billing, and refunds. The article titled "Peloton App Memberships" on our public Support site (support.onepeloton.com) states, "Existing App Members before May 23, 2023, will have the App+ Membership at the App One monthly price until December 5, 2023, at which point, the Membership will revert to the App One Membership." This article also states, "Upon starting a trial, as a new Peloton App Member, you have the option to choose between a trial to the App One Membership and the App+ Membership. Once the trial period has ended, you will be automatically billed for the App One or App+ monthly membership depending on which option you chose." However, because the member experienced some miscommunication and misunderstanding with Member Support, we will be happy to issue a gift card for the member to use towards future Peloton product or membership purchases as a courtesy for their inconvenience. We have initiated communication with the member to inform them of how to redeem their gift card, as well as more information on our App Membership options, pricing, and policies. Now that the member has been provided the relevant information and their issue has been addressed, we consider this matter closed.
  
  

• Initial Complaint

  Date:01/11/2024

  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.

  I subscribed to a Peloton membership annual membership at a cost of $254.40, starting this month, January ****. I have only had it for a few days, and decided to cancel it because I got a ***************** On Demand app for $9.99 per month. I have had a Peloton membership for many years but paid monthly instead of yearly. The monthly membership price increased substantially this year, so I decided to pay annually to save some money. Big mistake!When I called Peloton ***************** they told me that they can't cancel the membership until January **** and that they have no way to give me my money back now. This is stealing!! I want to get my money back now, because I will not use the app this year.

  Business Response

  Date: 01/20/2024

  
  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. Our team is currently looking into it and will reach out to you directly to help get you back on track. In the meantime, if you need anything else at all, please do not hesitate to contact us on ************, or email *************************************

• Initial Complaint

  Date:01/11/2024

  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.

  False advertisement of pricing. Placed order for guide package ******. I never got order confirmation so I contacted customer care. ******* assisted me and advised he couldnt locate order. I advised charge on my card for authorization. He said it would be released and place new order but at full price. I asked for supervisor to escalate issue for resolution. Never received a callback or resolution. All I want to do is get the items for the price that was on the website. Screenshots attached.

  Business Response

  Date: 01/20/2024

  Tell us why here...
  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. Our team is currently looking into it and will reach out to you directly to help get you back on track. In the meantime, if you need anything else at all, please do not hesitate to contact us on ************, or email *************************************

  Customer Answer

  Date: 01/23/2024

  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 I havent received any calls or communication from peloton. 

   

   

   

   

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

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

  Business Response

  Date: 06/06/2024

  We apologize for this inconvenience. Our Team has taken the necessary action to resolve this matter on behalf of this Member. Please don't hesitate to reach back out if there are any additional concerns in regard to this issue.

• Initial Complaint

  Date:01/11/2024

  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.

  My peloton bike+ stopped working on or around 8/22/23. Its still not repaired after 4 months. Ive been in contact with the company numerous times for repair. After 6 weeks, I finally received the diagnosis as to what what is wrong with the bike. After that, I received no further communication about the actual repair. 3 weeks later, I contacted peloton again and got the run around. They finally scheduled the repair. Nobody showed up in that scheduled date. This has happened 3 times. Its still not repaired. Ive taken days off work. *** spent hours on the phone. Theyve done nothing. Theyve offered virtually no compensation for my time and money. Every time I call, I speak to someone different, and I have to go through the entire story again. If I could return the bike, I would.

  Business Response

  Date: 01/20/2024

  
  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. Our team is currently looking into it and will reach out to you directly to help get you back on track. In the meantime, if you need anything else at all, please do not hesitate to contact us on ************, or email *************************************

• Initial Complaint

  Date:01/10/2024

  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.

  I have purchased this Peloton Bike on October 19, 2020 and paid off the remaining balance on January 12, 2021 for a grand total of $2,173.03. I purchased this bike because I had read reviews in the past and many individuals highly recommended it. Upon purchasing this I had noticed a few issues with the bike. 1- The Seat Pedal is very uncomfortable. I had try to purchase an additional padding but it's still very uncomfortable if you are planning to bike for over 10 minutes. I was hoping by now their would be an additional feature or upgrade to the seat pedal, but as of today I have not heard anything with this. 2- With the amount paid for the Peloton bike, you cannot access any features with the monitor unless you pay for the subscription. The option to leverage the "Just Ride" option is quite difficult to select, and if you don't select it in the right time the Peloton bike will go to power saving mode. I was hoping after almost 3 years, there would be an update to use a free or local version with just a basic overlay, track, or additional features for the free option. I would like for a more compelling free option, as many bike models you can purchase have a variety of options for a fraction of the price of the Peloton bike.

  Business Response

  Date: 01/20/2024

  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. Our team is currently looking into it and will reach out to you directly to help get you back on track. In the meantime, if you need anything else at all, please do not hesitate to contact us on ************, or email *************************************

  Customer Answer

  Date: 01/24/2024

  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:

  It's a very vague answer with no definitive timeline on when any resolution will be proposed. In addition, there is no timeline in which I can expect customer support to reach out to me with a resolution to the issues.

   

   

   

   

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

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

  Business Response

  Date: 06/24/2024

  As our final position, we want to clarify that Peloton clearly advertises on our public website what a Member can access without a paid subscription. We have also shared the feedback on the Member's behalf here. We want our Members to feel heard and valued and know their feedback provides valuable insights into what is working well and what needs improvement, so we allow this public forum to hear from them. Lastly, on our public website here, we offer a plethora of options in order for Members to be able to make their rides as comfortable as possible. As a gesture of goodwill, we have offered a few months of free membership so that the Member can fully immerse themselves in their fitness journey, enjoy the full benefits we offer, and hopefully reactivate a subscription upon expiration of the free Membership. With that said, we now consider this matter closed.

  Customer Answer

  Date: 07/01/2024

  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 resolution provided is not satisfactory. If a refund option is not available, that is fine- I just request Peloton to enhance the "just ride feature" and permit third party apps (spotify, ***************** etc) to be leveraged on the tablet that comes with the bike. 

  In addition, incorporating a simple loop media UI where a person is riding and can see a trail, forest, etc would be extremely beneficial. 

   

   

   

   

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

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

• Initial Complaint

  Date:01/10/2024

  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.

  I originally ordered a Peloton bike from Pelotons website in 12/22/2023 and I also ordered shes, a bike mat, and also 3lb weights with the order (order number *********). 2 days later, I called customer support because I found the Bike ultimate deal which included the bike, shoes, bike mat, exercise mat, light weights, and 3 sets of dumbbells for cheaper than what I paid. The customer service rep said that I would have to cancel the order and reorder so I could get the deal, so I did. I reordered the bike ultimate deal on 12/27/2023 (order number *********), which included the bike, shoes, mats, dumbbells and weights, plus 2 free months of Peloton access. On the website, it states that the accessories are usually received before the bike. I received the bike on 1/3/2024, but never received the accessories. I called customer service again because my accessories were never delivered. ******* told me that the accessories were stuck in the system and reordered them. The dumbbells were shipped but no shoes , mats, light weights or water bottle was not shipped. Ive contacted customer service with no resolution. The bike is sitting in my house collecting dust because I cant use it since you have to have the shoes!

  Business Response

  Date: 01/20/2024

  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. Our team is currently looking into it and will reach out to you directly to help get you back on track. In the meantime, if you need anything else at all, please do not hesitate to contact us on ************, or email *************************************

• Initial Complaint

  Date:01/04/2024

  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.

  Order placed on 12/22/23. Partial delivery of bike on 01/04/24. Membership fee charged despite incomplete delivery of second half of order (shoes and weights). I am requesting a prorated discount for the first month of membership adjusted by the number of days until the additional items are delivered. The shoes are necessary to use the bike. ******** services estimated items may not be delivered until 01/12/24 and thus 9/31 days of the monthly membership fee plus tax ($96.90) should be returned to the customer (~************* number: *********

  Business Response

  Date: 01/18/2024

  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. Our team is currently looking into it and will reach out to you directly to help get you back on track. In the meantime, if you need anything else at all, please do not hesitate to contact us on ************, or email *************************************

  Customer Answer

  Date: 01/24/2024

  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 company should not start charging me for my membership until I can use the membership which because of a delay in the company shipping my shoes late, was 1/8 not 1/4 and my membership charge for those 4 days should be refunded as per the terms.

   

   

   

   

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

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

  Business Response

  Date: 06/05/2024

  Thank you for bringing this to our attention. We are disappointed to hear of the member's frustration. We have initiated communication with the member to work out a resolution for the reported issue. We will be more than happy to refund one month of the member's All-Access Membership, due to their incomplete delivery.

  Customer Answer

  Date: 06/06/2024

  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:01/03/2024

  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.

  Peloton Bike+. Peloton pushed an OTA firmware update that caused my screen to stop working. I cannot click the "install" button to install the new software. After hours of working with customer service via both phone and chat I was outsourced to an offshore call center where their only action was to spend $650 for a screen replacement after not being able to install their new software. Performed a factory reset as instructed and now cannot type in wifi password upon reset. This is a Peloton+ hardware issue.

  Business Response

  Date: 01/20/2024

  Tell us why here...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: 01/23/2024

  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]

   Still have not received a call or follow up from support leadership on screen issue.

  Shady business practice charging $650 for faulty hardware.

   

   

   

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

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

  Business Response

  Date: 06/05/2024

  Thank you for bringing this to our attention. We are disappointed to hear of the member's frustration. We have initiated communication with the member to determine a satisfactory resolution for the reported issue. We strive to create a seamless experience for all Peloton Members.

• Initial Complaint

  Date:12/31/2023

  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.

  I had delivery issues (two scheduled, two cancelled, early Dec. 2023). I wrote to customer service and complained saying I wanted to cancel my order if this happened again. They wrote and offered me a "complimentary membership" for my issues. I accepted. After I took delivery 12/26/2023 I then I tried to get the "free membership" that was offered in writing. They then said, "sorry. We don't actually offer those. Our customer service was not authorized to provide such a thing." I was induced to take delivery with the offer of a free membership. I accepted. When I took delivery and they denied what they have offered. I have saved complete email chain.

  Business Response

  Date: 01/20/2024

  
  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. Our team is currently looking into it and will reach out to you directly to help get you back on track. In the meantime, if you need anything else at all, please do not hesitate to contact us on ************, or email *************************************

• Initial Complaint

  Date:12/31/2023

  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 NEW Peloton Bikes as Christmas gifts for wife and daughter. During assembly and inspection of 2nd bike purchase, I noticed that the monitor appeared to have the protective film removed, and then re-installed. This was a red flag indicating this bike had been used, and returned. We prefer to leave film covering on monitors for added protection, however, could not see clearly due to large bubbles. Also noticed the bolts were hard to start on base assembly. This can only be due to being torqued from previous assembly. Another indication bike was used. To clarify my suspicion of having a used product, I had also purchased a New bike, same model, same retail store, Dicks Sporting Goods, but different locations. Both bikes purchased within 1 week of each other. 1st bike purchased was as expected. Protective film on monitor was perfect, bolts threaded with ease. No issues with inspection of 1st bike purchase. Chatted with Peloton, and 1st representative was quick to end the discussion. Called Peloton, and resolvment was to process through DSG since it was within their return policy window. Chatted with another Peloton representative, and was processing a New monitor to be exchanged, until they saw that I was still within DSGs return window. Spoke to manager at DSG, and was told to bring all of bike equipment back, and would refund, then re-order a new bike. No monitor only This has posed a great inconvenience, as the bike is very heavy. I do not wish to return entire bike, as I am willing to accept the bike portion as is. However, I do wish to have an exchange of a NEW monitor, as expected. I also prefer the protective film to remain on monitor for prolonged longevity. 1st bike has absolutely no issues with protective film on monitor. I believe Peloton receives returned equipment for various reasons. It should not be re-sold as New to consumers. Need NEW monitor with protective film, from factory, at no inconvenience on my end.Regards.

  Business Response

  Date: 01/20/2024

  
  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. Our team is currently looking into it and will reach out to you directly to help get you back on track. In the meantime, if you need anything else at all, please do not hesitate to contact us on ************, or email *************************************

  Customer Answer

  Date: 01/23/2024

  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 used monitor was not replaced. Only offered to return complete bike to DSGs, for full refund, then re-order entire bike package through same store. At this point, too bulky, and heavy, as well as inconvenient,  to return entire bike vs simply sending new monitor with RETURN label, to send back used monitor.  Unacceptable.

   

   

   

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

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

  Customer Answer

  Date: 06/06/2024

  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]

   Received an email a couple of days ago from Peloton, requesting my mailing address, as Peloton Rep indicated they wanted to send me a brand new replacement monitor. I have not received it, yet. Due to the BBB response indicating that I have 6 days to respond to recent email regarding complaint, I must continue to hold status of not resolved.

  Respectfully,

   *************************

   

   

   

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

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

  Business Response

  Date: 06/16/2024

  A member of our Team has been in correspondence with the Member as of June 12th, 2024 to provide the aforementioned replacement touchscreen and a link to the tracking information related to the order. As of June 16th, it is set for delivery on June 17th.