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:11/14/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted member support last week regarding an issue with trying to change my membership as each time Ive tried while signed in to change it myself, it said only to new customers. *****, the rep who I was emailing was tone deaf and gave me a link to look at options. I replied and said I want to change my membership but there is an issue and I would like if someone could assist. He replied back asking which membership level I wanted and I replied. He then sent an email to the same link before telling me to change it. Its frustrating because I went back and forth stating what happened repeatedly and instead of helping me, he sent a link to which wouldnt work for me. Very unprofessional and doesnt seem to understand basic troubleshooting and customer service. I asked for my issue to escalated to someone else to help and he cancelled the membership without my consent or even asking me if I want to. Im so confused as to why this would be the solution when I never stated or asked to cancel my membership. I also asked for someone else to help to which he didnt do. Peloton needs to have better employee training and customer service. Also, I was never contacted as he mentioned.

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

  Customer Answer

  Date: 11/28/2023

  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:

  They did not offer a resolution as far as correcting the mistake, why it was ok for the associate to cancel my subscription without my approval and did not offer compensation whether in a form of a billing credit and/or apparel. I have called and emailed support many times and unfortunately things are never resolved. I asked for my phone number to be updated and yet my old phone number is still on file. It's been frustrating trying to get quality customer support and resolution. It would be nice to talk to someone from leadership (or not customer support) to discuss this. This isn't my first time experiencing issues with customer support and I don't feel confident my issue will be resolved with them as I continue to get the runaround.

   

   

   

   

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

  
  Sincerely,
  
  ******* *
  
  
  
  
   
  

  Business Response

  Date: 06/05/2024

  We apologize for any inconvenience. Since your message, our team has taken the necessary steps to resolve your issue. If you have any further concerns, please don't hesitate to reach out.

  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:11/13/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On August 28, peloton delivered a broken product. The technician sent to repair the product confirmed it is not repairable. A replacement product was sent. The replacement product arrived broken as well. A tech confirmed that the replacement product that was delivered broken was also not repairable. On November 13 Peloton attempted to send a replacement product, but did not include all parts. I refused delivery of the half hearted attempt as it was not a usable product yet again. This has been going on for 2.5 months and I am done trying to order a product from this organization and want a refund for my purchase price.

  Customer Answer

  Date: 11/13/2023

  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:11/11/2023

  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.

  Subject: Notice of Dissatisfaction, Request for Price Adjustment, and Complaint ************************** Dear ******************** Care Team,I write to you as a dissatisfied customer, seeking resolution for a matter that involves both a pricing discrepancy and unsatisfactory customer service interactions.On 2022, I purchased the Peloton Guide for $360. Subsequently, I discovered that the same product is now being offered for $95. This substantial reduction in price has left me disconcerted, particularly as an existing and loyal customer. Despite my reasonable expectation for a price adjustment, I was informed by your representatives that such accommodations would not be extended.Furthermore, my attempts to address this matter with your customer service team have proven unproductive. Assurances of call backs from managers were made by both ***** and *******, yet to date, I have received no such communication. This lack of responsiveness is not only frustrating but also reflects poorly on Peloton's commitment to customer satisfaction.I draw your attention to the potential legal ramifications of such actions, including but not limited to consumer protection laws and principles of fair dealing. It is my expectation that Peloton, as a reputable company, will address this matter promptly and appropriately.I hereby request a reconsideration of the price adjustment in accordance with the current market value of the Peloton Guide. Additionally, I insist on a thorough investigation into the conduct of your customer service representatives and an assurance that such lapses in service will be rectified promptly.Sincerely,*************************** ************

  Business Response

  Date: 11/17/2023

  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: 11/17/2023

  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:

  Did not provide any resolution 

   

   

   

   

  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 so much for taking the time to share your feedback with us. We truly appreciate hearing from our valued Members like yourself. We understand your concern regarding the promotion and your desire for a price adjustment. However, after reviewing your order history, we regret to inform you that we are unable to honor the price adjustment request as your order was placed over a year before the promotion in question. Please know that we take all feedback seriously and use it to improve our services and offerings. Your input helps us better serve you and our community. If you have any further questions or concerns, please don't hesitate to reach out to us.

  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:

  Horrible customer service and I will let other people know about this and post on social media  

   

   

   

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

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

• Initial Complaint

  Date:11/11/2023

  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.

  The seat post replacement recall was issued early ******************************************************************* October after having to call peloton for months to Inquire on the status. I have also now been waiting for a technician to be sent to install. Overall very dissatisfied on how the recall has not been addressed in a timely manner and has lasted over half of the year to have this safety issue addressed. When I called peloton to have my membership dues paused (as I dont feel safe using the bike until the bike is repaired), they denied my request.

  Business Response

  Date: 11/22/2023

  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:11/10/2023

  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.

  My bike has been broken for 2 weeks. I can not get anyone to fix it. Terrible service, and they are the worst for customer service. I am literally in tears over this. There is no accountability! I have the 1 year warranty and the extended warranty. Worst company ever. I am so sorry I bought this bike.

  Business Response

  Date: 11/19/2023

  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:11/09/2023

  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.

  We purchased the tread and rower on March 27, 2023. It was delivered in April 2023. The tread never worked properly. We received a number of error codes or error messages over the last several months, reported them to Peloton, utilized workarounds (unplug/ restarts) until the most recent error code caused the tread to stop working entirely. It took several attempts and several hours to get through to customer service. I did troubleshooting again only to be told a part needed to be replaced and a tech appointment was scheduled. The customer service rep told me the technician would have the part needed on the truck. Not surprisingly, we just received a message from the assigned technician to confirm we received the part. When we said we hadnt, the appointment was cancelled and we were told it would need to be rescheduled. The part is back ordered. So far, customer service has been unresponsive again to my follow-up notifying them of this most recent development. I have attached as much of the history of the correspondence as possible. This has been such a frustrating experience. We asked to simply return the equipment and get refunded and Peloton refused. We have only owned the equipment for 6 months, the tread is obviously faulty or defective. We are under the limited warranty but that seems worthless if repairs cant be meaningfully scheduled and completed. In my experience, it seems like there are a number of widespread issues, peloton is aware of them, and they are intentionally giving people the run around - on customer service lines (transfers around) and with proposed resolutions that get you off the phone but ultimately amount to no follow-through (the scheduled technician who has to cancel because theres no part available). The amount of time spent on these issues is just ridiculous. We are long-time peloton customers. We bought the bike back in 2017. This more recent experience has been disappointing, frustrating, and incredibly expensive.

  Business Response

  Date: 11/17/2023

  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: 11/17/2023

  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:

   

  We were told a part needed to be replaced and have twice now scheduled a technician to come to complete this repair and its twice been cancelled because the part hasnt shipped. **************** initially said the part would be something the technician had on their truck. We were then contacted by the scheduled tech who inquired if we had received the part. When we followed up about this discrepancy, customer service explained it was their mistake and that the part had been ordered (on Nov 5) and there was a minor delay in shipment due to a change in a shipping partner. Its now been almost two weeks and the second appointment was cancelled today because the part has still not shipped. We are still in the limited warranty and this piece of equipment is clearly defective. This solution of a replacement part that is on back order for evidently longer than we are being told is in no way a meaningful solution here. We are still paying for the equipment and service we cant use. Its just a continual postponement of a problem with the tread I think Peloton knows full well exists and isnt actually remedying. I want to return the tread for a refund or exchange it for a different piece of equipment.   

   

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

  Business Response

  Date: 12/06/2023

  We are very sorry to hear about this delay in resolution for the member. We can confirm that the part needed for repair has shipped, and the member was notified via email on 12/2/2023. As a gesture of apology for the inconvenience, we have waived the next monthly membership fee. 

  Customer Answer

  Date: 12/09/2023

  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:

  A credit for one month of the subscription service (a roughly $47 value) is not sufficient.

  The complaint history on this brand new machine dates back to late August/ early September and, as we have previously noted, the machine worked unpredictably or wasnt working at all. 
  

  We waited on the part for several weeks, made and cancelled multiple appointments, before finally the part arrived on 12/7. Today, 12/9, was our third or fourth scheduled technician. As can be seen from the attached, we were contacted with a confirmation but then no one called before or during the **** window. I had to AGAIN reach out to Peloton to report this issue and they got someone to contact us at 3:12 who said he could be there within 45 minutes. The technician didnt arrive until 4:45. He was lovely and incredibly helpful but came to us from *************, explaining he wasnt the person that was supposed to be assigned this job but picked it up when Peloton contacted him. Someone clearly dropped the ball.

  The amount of time this has cost us is incredible. Phone calls, emails, and documenting. Please do better than offering $47.

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

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

• Initial Complaint

  Date:11/08/2023

  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 received a message stating my membership was set to expire because this inept company wants to all of sudden change my billing date to the 8th when every month without fail its been on the 9th not pending amen straight out every 9th agents are useless sups as well attached youll find a screenshot of one of these agents acknowledging I am correct but didnt care very nonchalant nothing done to appease me

  Business Response

  Date: 11/17/2023

  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:11/06/2023

  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.

  I have been continuously been charged for services I didn't use and overcharged for items I ordered. I paused my membership earlier this year due to a safety recall initiated by Peloton. They still kept billing me even though the equipment could not be used. I had to contest it with my credit card and block them from future transactions. Once my credit card credited the charges, I removed the block. This issue was resolved but a new one surfaced yesterday. Peloton sent me an email with an offer to purchase a glass bottle for $1. According to the email, this included shipping and handling. I was then charged $15.27 for this water bottle. I called the company today and was told they couldn't cancel the order. The item hasn't been shipped but was told I'd have to return it first before a refund is considered. Peloton has awful customer service!

  Business Response

  Date: 11/15/2023

  Hello,
  We understand the frustration this situation may have caused, and we sincerely apologize for any inconvenience. Our aim is to ensure that your experience with us is nothing less than excellent. Our Leadership Team is currently looking into this matter 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 ************************************** We are here to help, and your satisfaction is our top priority.
  
  Have a great day!

  Customer Answer

  Date: 11/16/2023

  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. However, it is very frustrating that ******* cannot resolve these issues without the involvement of a 3rd party. 
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  Date:11/06/2023

  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.

  .placed order for refurbished Peleton with 1 year guarantee 11/4 . Delivered 11/25/22 0ctober 20 th, 2023 No screen working Spent over 1 hour ob the phone with Peleton repeating the online directions for trying to fix the screen. All steps I had already performed per Peleton website.Scheduled a technician for Monday Oct. 30 technician arrives to my home - no tools- no paperwork- repeats the same steps I have performed via internet and phone tech support. No screen working. He tells me he will order screen. He said he will send screen shot of order form. He sends a screenshot of what appears to a feedback form that looks like it should have been completed by the customer. 11/6 2 hours on the phone with *******. No records of screen ordered. No notes from the technician,No supervisor available. I insist on an email confirmation for the screen order. Not available.First email acknowledges our conversation. Again no supervisor available. After an additional 30 minutes- the te h finally send an email with a confirmation number.The email lists the charges at over ******- waived for **** said I am under warranty- you are not waiving any fees.He said oh sorry.Have grave concerns if the screen is ordered. When it will arrive.if it will be a trained technician .Is this screen now guaranteed for a year?I have made clear to each technician - the bike has been used less than 6 months as we have a vacation home and it was not in use from Late May through the end of October.Clearly not up to e year gaurantee.Clearly not worth over 1,000.Id like a supervisor to call clarify why substandard product, why technician on my home had. O paperwork, never ordered the part, why the invoice today was impossible to get, how long is this new screen gauranteed for.Extremely disappointed with *******.

  Business Response

  Date: 11/15/2023

  Hello,
  We understand the frustration this situation may have caused, and we sincerely apologize for any inconvenience. Our aim is to ensure that your experience with us is nothing less than excellent. Our Leadership Team is currently looking into this matter 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 ************************************** We are here to help, and your satisfaction is our top priority.
  
  Have a great day!

• Initial Complaint

  Date:11/04/2023

  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.

  Having an issue with my bike seat. I called customer service and spent 2 hours on the phone with them . They finally said they would send a technician to fix the seat. 2 weeks later the tech never shows they text me and say that the tech is sick. They say they will call me later to scheudle an appointment never heard anything. Called 3 more times, no real answer. Finally get an email saying they can not send a tech, So I have a $2,600 bike that I cannot use , I will even pay for the tech visit. Super frustrating avoid at all costs.

  Business Response

  Date: 11/13/2023

  Hello,
  We hope this finds you well/in good spirits! We understand the frustration this situation may have caused, and we sincerely apologize for any inconvenience. Our aim is to ensure that your experience with us is nothing less than excellent. Our Leadership 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 ************************************** We are here to help, and your satisfaction is our top priority.
  
  Have a great day!