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

  754 758 Main St West Vancouver, BC V7T 0A5

• 

  Peloton

  401 Newport Center Dr Newport Beach, CA 92660

• 

  Peloton

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

• 

  Peloton Interactive, Inc

  100 City Centre Dr Mississauga, ON L5B 2C9

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:12/18/2023

  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 received my rental peloton bike on December 5, 2023. The delivery company offered to take it back or for me to contact Peloton for a replacement screen. I decided to keep the bike and contact Peloton. I did Pelotons troubleshooting video, which recommended a new screen, because the bike itself could be powered by the ** adapter, but if you plug the ** adapter into the screen, it would not turn on. I called Peloton support and they told me they were sending a replacement ** adapter. I argued with them that their own troubleshooting video suggested the screen was the problem, and not the ** adapter. Didnt matter, I am now the proud owner of a second ** adapter. Also, surprise surprise, the screen still doesnt work. I contacted Peloton chat support about my issue and they ordered me a new screen on December 5. Its now December 18 and the replacement screen hasnt even shipped yet. I havent been able to use the bike at all. This has been a really poor experience and I am disappointed such a premium brand has this type of service. That initial phone support call has to be the worst customer service I have ever experienced.So far I have been promised refunds on the delivery charge and first month service but have not seen them come across to my account yet.

  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:12/13/2023

  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.

  A leased Bike was delivered to my house on Nov 27, 2023 . The handle bars do not work and I reported it to Peloton on Nov 27, 2023 and have not used the Bike because I am waiting on service to fix the bike under warranty. I speak to Peloton almost daily and the problem has been elevated since Nov 27 2023 but nothing happens. Peloton Technical tells me that Flagship, the Peloton service provider does not contact the customer until **************** and the customer is not given a scheduled date.There is not a customer relations department to elevate my problem to. We only have Technical to speak to and not the most part they read you a script and apologize but cannot resolve the problem. Last week I asked that the technical supervisor contact me and I was told they would call me within 24 hours. That was 6 days ago and I am still waiting.They will not even respond to the sales Store with a service date.I want this bike to be made 100% usable NOW or I want Peloron to come pick it up. And I want Peloton to refund all my money to include lease, online, delivery, all taxes and accessory fees and any other costs that are accumulating while this bike sits in my possession.

  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:12/12/2023

  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 purchased a Peloton Bike plus( the higher trim bike) I received the basic bike with no intent to correct. I filed a complaint, they said they would refund me in **** business days.I called back because I have not received the funds and now they are saying it will take 2-3 weeks!

  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:12/11/2023

  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.

  Approximately Jan/Feb timeframe of 2020 I purchased a Peleton Treadmill. Sometime in 2021 (I cannot remember the exact time) our touch screen stopped responding. I contacted customer service/care and they had someone come look at it. It was determined that the touch screen needed to be changed completely (at the time covered under warranty). They gave me a screen smaller than the original one, however, we accepted it because it worked. Fast forward to Oct 2023....we again have a touch screen problem. For some reason, it simply stopped responding same as before. I again contact customer care. They initially told me that i had to pay for a technician to come out, however they eventually decided since it was a recurring problem to send one out free of charge. The individual came out and did a light diagnostic and determined that the screen needed to be changed (even after I made it clear that this had happened before to the customer care person on the phone), which overall took him about 20 minutes to determine. Since that visit, I have called 3 different times requesting some type of explanation on why I am dealing with the same exact problem yet again and all I have received so far is the response of I have to pay for it to be replaced. I asked to speak to a supervisor several times and still have not received a call back. As I type this, I am once again on a call waiting for a supervisor. What gives? Same exact problem twice and there isn't any type of defect or issue with the Peleton touch screens? We don't do anything extravagant with the treadmill except run on it! I am aprehensive about paying money out to have it replaced again only to have it happen within a year or two? I simply want to use my Peleton and since the touch screen is the only way to get it to work, we are stuck with it just sitting there. I am asking for the screen to be replaced again since it is again, the same problem we dealt with before!

  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:12/11/2023

  Type:Billing 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 charging my account for 6 months after I cancelled the service. I have called Peloton customer service twice but have been unable to resolve the issue. The reps keep telling me that my account is inactive. I've sent them the billing statements but Peloton seems unwilling to fix the problem. What's worse, I'm currently on line, and have been on live for over 60 mins with a rep from Peloton, who has barking dogs, cats meowing and babies crying in the background. She said she works from home in *******. Peloton, need to pay me my money back or I will seek legal retribution. Peloton also needs to get some experienced customer service representatives.

  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:12/08/2023

  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 am writing not specifically about the showroom but about Peloton support. I have been unable to get my bike fixed. It was making noise and someone came out to fix it. When I tried to make a service appointment I was unable to schedule it online as there was an error message and I had to contact them multiple times to even set up this appointment. Someone came out to fix it but it is still making noise. They then filed another claim to fix it today but I still do not have the part. I waited on hold with peloton support for almost an hour only to get disconnected with no call back. I want the frame to be swapped. I am on hold with peloton for upwards of an hour every time I contact them. I called the showroom to help me and I was told to call service back and keep my fingers crossed. I am asking for the frame to be swapped at this point as it was unable to be fixed with a technician the first time and I have been inconvenienced with the time I have spent trying to rectify this.

  Business Response

  Date: 12/08/2023

  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:12/06/2023

  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 been a member of Peloton since April of 2020 when I got my original Peloton bike. I also just recently bought their treadmill for $2600 which was delivered on 11/20/2023. I have had the bearings fixed on the bike numerous times and today had to have the belt replaced due to the idle pulley being broken and shredding the belt which I was told was probably like this for years due to the damage. The lower bracket was also changed out. The idle pulley was not able to be fixed so I was told the part would be ordered and a technician would come back to fix it.Prior to this visit today, TWO different Peloton service associates confirmed that my bike was still under warranty, via chat. I confirmed this TWICE and then today I'm told I need to pay over $200 to have the pulley fixed because it is, in fact, out of warranty. When I called today, the Peloton service associate acknowledge they made a mistake in telling me my warranty was still active and charged me $207.76 to have a pulley replaced.Why, when I had techs come out multiple times in the last 4 years, did nobody else care to fix the pulley while it was under warranty? I asked for this to be raised to management to cover the cost as I just spent nearly $2600 on a new treadmill from them along with the monthly membership I've paid now for almost 4 years. I was told it was declined and I would still need to pay for the part so I could ride bike safely again.This is absolutely absurd and if this does not get rectified, I will be sending back the treadmill for a full refund within my 30 day window. Also, it's insane that I have had to have so much work done to this bike in 4 years. How much more will I pay out of pocket the rest of the years I have it now?

  Business Response

  Date: 12/08/2023

  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: 12/15/2023

  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:

  The business responded saying they were going to reach out to me directly which they still have not. Zero response from Peloton.
   

   

   

   

  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 are dishearted to hear of this member's frustration and disappointment, especially since they have been such a longtime member. We have initiated communication with the member to rectify the situation, and we will be happy to issue a refund for what the member paid towards their service repair appointment as a courtesy for their trouble and miscommunication with Support.

• Initial Complaint

  Date:12/04/2023

  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 returned my tread to peloton due to the recall on November 5th. They acknowledge that they have picked up the treadmill but I have not received my refund of $4234.71 even after repeated inquiries.

  Business Response

  Date: 12/10/2023

  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: 12/13/2023

  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:

  [Your Answer Here]I have contacted Peloton customer care over 15 times in the last month with no resolution. You took my $4200 treadmill back and I have received nothing since November 3rd. Unacceptable 

   

   

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

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

  Business Response

  Date: 06/23/2024

  We appreciate you sending this information over to us. We were able to review the refund and confirm the refund was processed one week after the Tread+ was picked up. We hate to hear there was so much confusion behind the refund however we do see the member was informed the refund had been processed back in December. We appreciate *****'s patience during this time and wish him the best of luck on his fitness journey!

• Initial Complaint

  Date:12/04/2023

  Type:Product 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 Oct 20 I purchased a peloton screen online from the company. When I tried to cancel 10 minutes later they said I couldnt cancel because its all ready in the system. So they issue me a return label to send it back when it comes. I was told I should receive the item with in 10 business days. Ten days come and go and theyre no movement on the tracking number. I called back they say its loss in transit and immediately they order me another one, per they policy. Again I told the representative I would just like to cancel the order. She said I could not cancel. She continues to say I should receive the item by nov 15. So that day comes and again no package and no movement on the tracking number. So I calls back and try to get a refund and to speak to a supervisor and I was denied both options. So I asked her what was the corporate number and was told that she didnt have that number to give out. So I ****** the number online and found it. I called the number and spoke with someone who called the warehouse to verify if the peloton screen was still in the warehouse in their possession and it was it was never shipped out. So he came back on the phone and grantee me a refund but it would tak ***** days to reflect back in my back account. However here it is now going on 3 weeks and there has been no refund as we speak I check my account every week for this return and nothing. I dont know what else I can do, I am being rob for ****** by a company. ******** was my request number from peloton I sent photo of the return label but I couldnt find the email regarding the refund being issue

  Business Response

  Date: 12/10/2023

  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: 12/15/2023

  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:12/03/2023

  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 owes me $40 for returned merchandise from August! Two reps issued separate codes and both codes are invalid. Reached out via email three times with no response. This is ridiculous. I know its not a lot of money but its the principle. This is theft.

  Customer Answer

  Date: 12/05/2023

  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,
  
  *************************