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.
119 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:11/28/2023
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.
ordered a touchscreen nov 1st. charged my account $401 immediately. 'rest assured' i would get screen 5-7 days. no word on delivery, next conversation via a chat (which they cant send you) - cant find the order. new order - warehouse has lost order. 'rest assured' will have by end of week. next follow up - promise me the will figure out and call back or email - no response. next conversation in store - they cant help - no access to anyone. She did get ***** to call me and offer a hat for my problems. said i needed the touch screen, week 3 now. same email and the warehouse lost the order and cant find it. ordered it again. no resolution, but i will have touch screen by end of week. end of week no touchscreen. ****** says they will cancel order. i ask for confirmation, or some proof, it will be on screen in 24 hours that is the proof. 48 hours later still not there. ****** responds with some of the emails. they cant refund anything until the warehouse that has lost the item 3 times delivers it and i send it back and wait. i am about as unconfident as you can be that even if they sent it to me in the next 2 months, when i send back they will be unable to track it. need a refund. thank you. No escalation on their end, they do not have managers, and get the same email every week.
Business Response
Date: 12/07/2023
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: 12/08/2023
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:11/28/2023
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 do not have an account with ******************** Plus. Peloton says I have one through Apple, but I do not. They have charged me $50.24 so far. I contacted support and they said they would return my money to my ***** I then talked to another agent and they said in fact I would not be getting my refund, that the other agent was mistaken and I need to contact Apple for a return. Apple says I do not have an account with them, and the issue keeps going in circles.
Business Response
Date: 12/07/2023
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:11/27/2023
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.
Misleading practice of when sub expires you cant use any of the tracking for free ride,************************************************************************************************************************************** PRACTICE i wish to get a refund.
Business Response
Date: 11/28/2023
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. 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: 11/30/2023
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]

This is a AI response and not a person, I ask specific questions and they did not bother even having someone reach out or respond in a manner that is human in the least I want a refund for this false, misleading, and predatory practice.

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

Sincerely,

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

Business Response
Date: 06/23/2024
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. It explicitly states, "metrics will not be recorded or saved to your Member Profile." This information is not misleading. Additionally, we cannot offer a full refund. According to our publicly advertised Return Policy, returns are accepted within 30 days of delivery. The delivery of this Bike was completed on 02/24/2023. 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: 07/03/2024
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:

["metrics will not be recorded or saved to your Member Profile." please tell me what font and where this is located on the site cause I never once went to your site to setup my bike or when i bought it so how can I know this??? you place sayings in ***** size font? and say its okay?

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

Sincerely,

***************************
Initial Complaint
Date:11/27/2023
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.
On 11/16/23, my Peloton Bike stopped working. I contacted Technical Support and we tried to trouble shoot and determined the bike was damaged and they were going to send me a replacement bike, scheduled for 11/24/23. Then that date was rescheduled to 11/27 because ************* (delivery company). Then they called again and said they still didn't have it and cancelled my delivery. I called Peloton and they cancelled my order with no explanation. I had to place a NEW replacement order and now the delivery is set for Monday, 12/4/2023. However, this is exactly the same position I was in on 11/16/2023. No one can explain to me why the original bike order was not sent. ************* told me they are not being sent these bikes. So I am being giving the runaround. I NEVER asked the Peloton customer service rep to cancel the order. I was told that I made him panic based on my inquiry and therefore he cancelled my order. So now Peloton is blaming me for not sending me my replacement bike. My bike is still under the original warranty AND I purchased the extended warranty. I still do not have an answer as to why the original replacement bike order was not fulfilled.
Business Response
Date: 12/07/2023
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:11/27/2023
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 Peleton Tread christmas of 2022 and 6 months later my wife was using the unit and it sounds like it is grinding and falling apart. The tread cost is around $2895. I called the Peleton HQ and they argued with me that the sound is normal and to send them videos. I send the videos and we went back and forth for a few weeks until the unit was out of its 1 year warranty. ******* then told me he could repair the treadmill for $1250. I said that was almost half the cost. He said I see you have a tread and a bike with us, so I can offer the repair at $899 and give 10% off the row machine.....Wow 10% off another overpriced item. Get real Peleton.
Business Response
Date: 12/07/2023
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:11/24/2023
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 purchased their peloton bike 9/2/23. On 9/23/23 I called them about status of bike and they told me there was an issue with the delivery but they would be shipping it out in a few days and refunded me for the shipping charges. They said once it was shipped I would receive it withing 6-8 weeks, so probably the beginning of November 2023. On 11/24/23 still have had no delivery of bike so I called them and was told that my bike was never shipped and they did not know when it would be shipped. Once shipped I would have to wait another 6-8 weeks so would not get my bike till sometime in 2024 but they have no dates or time frames. Beyond frustrated. They offered a $150.00 refund for my trouble, but still cannot give a date of delivery. Even spoke with a supervisor and she could not give me any information. She said bike was being delivered by a third party. I asked if bike has already been given to the 3rd party but couldn't get an answer for that either. Peloton keeps making excuses for a $3000.00 bike that we bought and still do not have after 3 months. All they say is that they will get back to me, which is what they always say.
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:

Finally received the bike, but till today have not received any of the accessories for the bike. They send the same email everytime stating they understand my frustration, but nothing seems to get resolved. They have the worse customer service. You have to speak to someone in a foreign country and are not allowed to speak to anyone in *****************. How can they continue doing business like this? They charge such high prices for their products but they don't deliver on time even though they have already gotten payment for the bike and accessories. Apparently their corporate offfices have no clue what is going on with their products.

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

Sincerely,

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

Business Response
Date: 02/20/2024
Member has received assistance with delivery/accessories and a 2 month waiver.
Customer Answer
Date: 02/27/2024
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:

There has been no waiver. And yes we did finally get the bike and accessories only after numerous complaints, emails, phone calls, etc. Peloton has the worse customer service ever and if I had known that I would have to go through all of this just for a bike, I would never had purchased the bike. Their service is the worst I have ever come across and I am sure that their executives at their main office has no clue what customers have to go through with their customer service and shipping of their products because they never take the time to contact any customers. I will never be purchasing anything from Peleton again and I will be sure to let ever know what we had to go through.

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

Sincerely,

*************************
Initial Complaint
Date:11/20/2023
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.
I had an account for the ******************** App for a few years. In April I canceled it through the app. No where did it say I needed to cancel it somewhere else, however for 7 months they have been taking my money for a membership via ******* even though my membership had been canceled through Peloton in April. They are now refusing to return my money and saying it's googles fault. I just want a refund for them stealing my money after confirming my membership was done.
Business Response
Date: 11/24/2023

Hi,

Thanks so much for taking the time to leave a review, we really appreciate the feedback.We will make sure your information is sent over to our Leadership Team for further review. Were sorry to hear about this and we would love to turn your experience around as soon as possible. In the meantime, if you need anything else at all, please do not hesitate to contact us on ************, or email *************************************
Customer Answer
Date: 11/27/2023
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:

[Your Answer Here]
We have contacted Peloton directly 6 times and they are unwilling to assist me in resolving this complaint. They have even hung up on me twice during my attempts. This is a generic response which is exactly what they gave me over the phone. It is another sidestep to avoid returning my money they had no right in accepting. It is theft on their part and I will continue to leave negative reviews on every platform I can find until they give me back the money that they stole from me and my family.

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

Sincerely,

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

Customer Answer
Date: 12/21/2023
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 did not resolve my complaint and I need to respond to them but it has been closed and I can't respond to them.

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

Sincerely,

***** *****

Business Response
Date: 06/08/2024
We sincerely apologize for the delay in our response and the delay providing you with a resolution! While we aim to provide a better experience for all of our members, we understand there are instances that we are unable to control. Unfortunately we have very limited access to any payments made to a 3rd party for a Peloton Membership. We have no way to cancel or refund Memberships not purchased directly from Peloton! We apologize for the frustration this has caused and have offered an alternate resolution to the member. We hope to turn this experience around soon.
Initial Complaint
Date:11/19/2023
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 Peleton Bike + on 11/8/23. The bike was delivered on 11/13/23. The accessories have not been delivered as of 11/19/23 and I can't use the bike without the toe cages I ordered or the classes without the weights I ordered. I have contacted Peleton customer services more than 3 times and contacted the salesperson even more. No one can tell me when I will receive the accessories. The webiste stated 3-5 days delivery on those items and as of today still says the same. I have asked for another set of toe cages to be shipped or three pairs of shoes for free, but no one is helping. I have not received anything for this inconvenience besides the obvious delay of the home trial date and subscription fees (since we can't use the bike). The customer service is terrible. It is difficult to reach someone and then they can't provide any information about my order.
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:

I have not received a refund or any of the products that I orderded on 11/8/2023 besides the bike which was then returned to you on 11/22/23 since we could not use it without the toe clips that were ordered. When we ordered on 11/8/23, the website stated that ******* was in 3-5 days. The webiste continued to list that timeframe during our issues. ******* could not tells us when or if the accessories would ship and blamed it on switching delivery companies. This was the worst customer service experience I have every had and will never use Peloton products again. I have called Peloton at least 30 times and each time I am told something different from someone in another country. A supervisor is never available. At least 4 people told me that they would process the refund for everything. Then they said they can't process a refund because there is a credit card dispute that they accepted. However, my credit card company said they have not accepted the dispute in writing so I have to wait out the 45 days for them to respond. Peloton owes me $2808.95.

Sincerely,

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

Business Response
Date: 12/15/2023
Hi ********,
My name is *******, and I'm with the Member Relations Team here at Peloton. I wanted to personally reach out regarding your BBB complaint about the ongoing issue with our refund process. First and foremost, I want to express my sincere apologies for any inconvenience this may have caused you.
After further review, I observed that there was a dispute in the amount of $2,808.95 through your bank. On November 24, 2023, we accepted the dispute, which prompted your bank to retain the disputed amount. I have also sent a receipt to you in a separate email for your records.
Customer Answer
Date: 12/16/2023
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 had to file a credit card dispute because Peloton would not refund me for the products never shipped or the bike that was returned. I contacted my credit card company after the date you mentioned and they said that Peloton did not accept the dispute in writing. So I have not received a refund and I am waiting out the Mastercard terms of 45 days for a dispute to resolve this. I should have never had to submit a dispute. If you can't ship the accessories on time or provide any information on the order, then I should have never been charged in the first place. The bike was returned on 11/22/23 since you could not provide the toe clips and other accessories we ordered to use the bike and membership fully. We would have kept the bike if you had fulfilled your obligations. The sales customers service was great but after that Peloton outsources member support to other countries and we could never get any information on our order or any follow through on what each representative told us the 30+ times we called. So we gave up, returned the bike, filed a BBB complaint and disputed the charge on our credit card. We will never use Peloton products and have told everyone know about the worst customer servcie experience in our lives. I will say that this dispute is resolved when I get my money back, but they terrible feedback will remain forever.

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

Sincerely,

*******************************
Initial Complaint
Date:11/18/2023
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 got rid of my Peloton over a year ago and canceled my membership and they continue to charge me since. I have called and cant ever get in touch with anyone.
Business Response
Date: 11/24/2023
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. 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:11/15/2023
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've had my Peloton Tread for two years and it keeps shutting off during workouts making it unusable. We've had a tech come out and was unable to repair. I have read numerous posts on Reddit where multiple users are experiencing this same issue. Contacting Peloton support today resulted in a message that there was no one available to provide support. This also seems to be reported by a number of customers.
Business Response
Date: 11/24/2023
Hi,
Thanks so much for taking the time to leave a review, we really appreciate the feedback.We will make sure your information is sent over to our Leadership Team for further review. Were sorry to hear about this and we would love to turn your experience around as soon as possible. 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

Complaints

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Peloton is NOT a BBB Accredited Business.