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

  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:12/28/2023

  Type:Order 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.

  1. Nov 23rd, 2023, Purchased 3 items from Peloton. Bike+, Tread and 1-year Peloton All Access Membership. Total: Order Total:$5,612.54 2. Delevery on: 14 Dec, 2023 @ my home. 3. Call Peloton customer support for assistance in equipment activitaion & told then twice that I has alreadry paid for the 1-yr All Access Membership of $528.00 4. Dec 15, 2023 was charged $47.08 ($44 for the monthly memebrship fee -rest is taxes. Immediately filed a financial dispute with Apple Card (my C.C.) company that has since been denied. 5. Two more $ montly charges have been placed on my Apple Card for $47.08 - the Peloton monthly all access stndard fee, 7. Since the 15th of Dec, I have called Peloton & emailed (primary way of communicating) to Peloton customer support. I've got nothing but run around.8. The bottom line failure is Peloton NEVER sent me the code that went with m $528 purchase of the Yearly All Access Memebrship. THis code had the provided it whould slove the issued and shop them from their continous charge of $47.08 for the sandard all access membership fee. 9. To date; I still havn't got the code nor any resoulation. They act like I never paid for a 1-yr All Access Memebrship of $528. Even when I sent them the receipt.

  Business Response

  Date: 01/10/2024

  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 aim to ensure that your experience with us is nothing less than excellent. 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:12/27/2023

  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.

  Received peloton treadmill 10/2021. The delivery men dropped the treadmill on arrival, so I had to wait for a replacement. Then, after the replacement, I had issues with the tread base. I have photos of multiple re-deliveries of treadmill parts due to peloton equipment not working. I have been out with an injury and have not used the treadmill since April of 2023. The treadmill has less than 75 runs on it. I tried to use it two weeks ago, and it will not power on. The treadmill is in my basement untouched- no pets are allowed down there.Ive spent over two hours on the phone with support, over an hour with chat support, and two more conversations with chat support. Ive troubleshooted everything as instructed and replaced the power cord and power switch. The resolution peloton has come up with is to replace the treadmill base for $1275 out of pocket. Since I am out of warranty, any parts, having a technician, or replacing the base is all out of pocket. I refuse to believe this is fair. I would like a refund on this product or would like peloton to send a replacement treadmill no cost.

  Business Response

  Date: 01/10/2024

  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 aim to ensure that your experience with us is nothing less than excellent. 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:12/23/2023

  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.

  I ordered the Bike package on 11/7/23, order number: *********. The bike was delivered on 11/10 and the delivery people dropped it off without stabilizing it. I realized it wasn't level and spent a long time figuring out how to level it. The shoes took a week or so longer to arrive but I tried the bike out a few days later to ensure it was working. The calibration was wildly off. I couldn't go past 35, and 35 felt a lot like 55 on a stand bike. I ordered the calibration kit. The calibration kit took about ten or twelve days to arrive. I then realized I didn't have a bike toolkit referenced in the calibration video. I had to then order that and wait another ten or so days. It's December at this point. I re-calibrate the bike, but the bike has loud clanking and the cleats don't float - they're stuck in the pedals. These cleats worked perfectly fine on the Pelotons in my gym I had been using for the past year. I send a video to Peloton and ask for new cleats. They won't ship new cleats. I get my own new cleats. I try loosening and tightening the pedals but the cleats still don't float as well. I try a few rides and the bike clanks so loudly when I'm out of the saddle. I send videos, I don't hear back and finally get someone on chat to send out a technician. I schedule the technician for 12/23 from 10 AM to 12 PM. At 12 PM, I reach out asking for an update. They tell me they're an hour late. At 1:30 PM, someone calls me and says they'll be there between 2:30 PM and 3 PM. At 4:40 PM, I reach out to Peloton again. The tech contacts after Peloton checks in and says he can be there at 6 PM. At this point, it's been seven hours and I have to leave. Peloton waives my membership (should be automatic) and is sending me a water bottle. I rescheduled my tech appointment for ******** At this point, it's been over eight weeks and I wasted seven hours today waiting for the tech. It'll be another ten days to see if this brand new bike even works. Very, very frustrating experience.

  Customer Answer

  Date: 01/18/2024

  At this time, I have been contacted directly by Peloton regarding complaint ID ********, however my complaint has NOT been resolved because:

  [Your Answer Here]

   A technician finally came out and ordered new pedals for the bike. Peloton then sent me a video of how to put the pedals on. I asked for a technician to be sent back out to put the pedals on and they told me Id had to call them about that request. At this point, *** spent so many hours on chat and waiting for failed tech appointments. Ive had to re-level the bike and re-calibrate after a terrible delivery experience and now I have to replace the pedals myself. Im just disappointed at the lack of proactive assistance for a bike bought two months ago that should have been brand new. 

   

   

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

  Sincerely,

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

  Business Response

  Date: 06/24/2024

  We appreciate you sending this information over to us. We sincerely apologize for the experience and frustration this has caused while seeking a resolution. We see the member was sent cleats and pedals, however we still want to ensure everything has been resolved. We have reached out to the member to offer additional support. We look forward to hearing from the member soon regarding the offer we have provided. 

  Customer Answer

  Date: 06/25/2024

  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:12/23/2023

  Type:Sales and Advertising 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.

  Peloton bike, pedals suddenly seized, called ******* they stated they would have tech come out no charge although the warranty had just expired. I got the replacement part. When the tech arrived he advised that the bike was set up incorrectly ( Paloton tech ) set up the bike. The tech ended up stripping all the rivets and stating that he couldnt get the pedals off due to how they were installed and left. I called ******* back the said they wanted now $2000 + for a new frame. I stated I just wanted them to remove the pedals that they had now stripped, they stated no. So they sent a tech that broke another part of the bike and now you want fix it. I stated that I would fix the bearings on my own but they should fix the rivets they stripped but the stated no, they want to charge us now. The didnt fix the initial problem and then broke the rivots which now are stripped

  Customer Answer

  Date: 12/24/2023

  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:12/22/2023

  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.

  I Purchased my peloton in July of 2022. I have less than 150 rides on this machince since i bought it. In October of 2023, a software update was released. This caused negative consequences when running a program. My device will consistently freeze up and buffer when trying to exercise. I have gone thru their "troubleshooting" tricks to no avail, and they turn around and tell me that the tablet on the bike is at fault, and will need to be replaced. This tablet should not need replacing 1.5 years after purchasing the bike for around $1600USD. If i had to replace that tablet everytime they screwed up a software update id go broke.

  Customer Answer

  Date: 01/16/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by Peloton regarding complaint ID ********.
  
  Sincerely,
  
  *****************************
  

  Business Response

  Date: 06/24/2024

  Thank you for sending this information over to **. We are striving to provide a better member experience and this does not meet the ultimate experience we aim to provide. We have contacted the member directly offering an alternate resolution in *****'s favor. We were able to speak with him and ensure this has been resolved. We will continue working with the member to ensure he is able to get back up and riding smoothly. We are looking forward to seeing ***** on our Leaderboard again really soon!

• Initial Complaint

  Date:12/20/2023

  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.

  On December 17th. I got a new Peloton bike while the bike was turning on. I was trying to be proactive and downloaded their app which prompted me for membership. Obviously because I got the new bike I knew I needed the subscription so I paid for the year long version to save $20. This amounted to $254.40. No more than a minute later. The bike booted up and prompted me for a different subscription than the one I had just paid for. At that moment I immediately filed a refund with ****** Play since I hadn't used the app or even opened it for that matter. Since then I have been battling back and forth with both Peloton and ****** plays. I tried to see every possible solution such as applying the amount to my current membership, giving me a gift card or something similar all to no avail. **************** teams both are claiming I am *********** a refund but neither team will provide it saying that the other is liable-- ****** thinks the refund should come from Peloton and Peloton thinks the refund should come from ******. Now I am stuck in a position where my money is somewhere in limbo and I am out $254.40. I have filed a dispute on my credit card but I remain pessimistic that there will be any resolve.

  Business Response

  Date: 01/03/2024

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

• Initial Complaint

  Date:12/20/2023

  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.

  I have owned the bike for less than two years after the one year warranty. My bike started having problems I requested customer support. I had to wait over 45 minutes to speak to the first agent I was given troubleshooting tips and was able to temporarily get the bike to work, after a few days the bike started having problems again after numerous calls to customer service and troubleshooting I was told I needed to replace the monitor and it would cost $600 but they would give me a discount so Ive purchased a new monitor waited for arrival and installed it The new did not fix the problem I reached out again and I was told that I just need to replace a cable then I was then given the option to return the monitor and to order the cable I was told the cable would arrive in five days a week later I contacted them again And after more time and effort on my part, I was told that the cable is on back order and they have no idea when the cable will become available you I am still paying off this bike a product that cost a premium should come with a premium quality product it should also come with premium customer service I have gotten neither from this company. Meanwhile, my bike has sat for over four months and I am still paying off the bike and paying for a membership. Shame on Peloton and I hope nobody makes the same mistake I did by giving this company my money.

  Business Response

  Date: 12/23/2023

  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: 12/27/2023

  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 will not accept an automated response from your robot! Your product failed. Your customer service failed. You took my money and ran. 

   

   

   

   

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

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

  Business Response

  Date: 06/07/2024

  Thank you for bringing this to our attention. We highly value the Member experience, and we are disappointed to hear of this member's such negative experience. We have intiiated communciation with the member to come to a resolution in order to get their Bike+ back up and running as soon as possible!

• Initial Complaint

  Date:12/20/2023

  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.

  On Wednesday, December 20, ****, I turned my Peloton bike on to take a class. Upon logging on, I was directed to a software update. After agreeing to initiate the update, my touchscreen stopped working. I contacted Peloton and advised them of the issue. I was advised that if cleaning the screen and restarting the bike does does not work, the screen needs to be replaced. Of course, none of those methods were successful. I was then told I would need to purchase a $375 screen replacement. This is completely unacceptable considering the issue was cause by their software update. Ive been reading to try to find another remedy and *** found that this is a known issue. I called Peloton back, and spoke with another rep. *** confirmed it is a know issue and again advised my only option is to purchase another screen.

  Business Response

  Date: 12/23/2023

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

• Initial Complaint

  Date:12/20/2023

  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.

  Hello, I ordered a Peloton Bike+ on 7/2/2022 for $2,375 and have paid $44 a month for subscription usage. A few months ago, after a mandatory system update, we noticed that the touch screen began not working. The top inch of the screen would not react to touch. Now, the bottom inch of the screen does not react to touch, rendering the product useless as I cannot log into any classes. I should note that the bike has been very lightly used. We could go weeks/months without use. I did notice on Reddit that other users have been experiencing the same issue. The touchscreen has no visible damage to it whatsoever. I contacted the business on 12/19/2023 and was told since I am out of the limited warranty period, I would be responsible for the entire $650 cost to replace the screen. I asked the case to be escalated and the same answer was given to me. I would like a new touchscreen so I can use the **********. It seems completely unfair that I would have to pay the ridiculous cost of $650 for a product that stopped working due to their system update, especially since the product has been barely used since purchase.

  Business Response

  Date: 12/23/2023

  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: 01/03/2024

  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:

  Hi, the business did not resolve my issue. They only said that they received my complaint. I would like my issue to remain open
   

   

   

   

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

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

  Business Response

  Date: 06/15/2024

  Thank you for bringing this to our attention. We sincerely apologize for the inconvenience, and for any frustration this has caused. We did previously offer the member a discount off the replacement touchscreen, complementary Peloton swag, and a free month of membership. We did inform the member that we will be unable to offer any further discounts, as the member is out of warranty, and our policy for this type of issue does not permit the free replacement of the touchscreen when a member is out of warranty. We greatly appreciate the member's time and effort they put into providing us this feedback, and we appreciate our member's support and dedication to Peloton. 

  Customer Answer

  Date: 06/17/2024

  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:

  Again, regardless of warranty status, the cause of system failure is a well-known and documented issue that is solely the companys fault. the screen worked completely fine until a mandated software update needed to install. This is absolutely no fault of the customer and therefore should not be the customers burden to fix, especially at that cost. A discount of $100 on a $650 replacement screen, a box of peloton swag and a free month of membership ($45 value) doesnt  even come close to solving the problem.

   

   

   

   

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

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

• Initial Complaint

  Date:12/20/2023

  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.

  I ordered a new peloton bike on 11/27. It was delivered broken without water bottle holders on 12/9. I attempted to get it repaired starting 12/9, before I left town on 12/16, but could never get an appointment. On 12/9 I agreed to an exchange delivered upon my return on 12/26 (by agent and confirmed by a supervisor) I never got a confirmation and called 12/19. Told the supervisor never scheduled the 12/26 delivery and i would not get my exchange until *******. Ordering on 11/27 and finally getting delivery in ******* is crazy. I have called and waited 57min for phone to be answered. I have had call back commitments not honored and been told there is no customer care resolution process.

  Business Response

  Date: 12/23/2023

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