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

  3401 Dufferin St North York, ON M6A 2T9

• 

  Peloton Interactive , Inc.

  5050 Oakbrook Pkwy Norcross, GA 30093

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:09/28/2023

  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.

  ref***********************E:ref Very slight, minimal noise issue with my bike for which I paid peloton technician team to come in and replace the bottom bracket. The technician team left my bike in MUCH worse condition, with a bunch of issues after they're visit. They did not fix the original problem and now my bike sounds much worse then it did prior, there is rubbing on the bike and debris coming off the bike now. I had been reaching out to peloton for the last 4 months now, and they have still not resolved the issue that their own hired team has caused. I have had technicians in on 5 occasions now with the most recent technician team advising me that my bike had not been assembled properly from prior teams and that I need a whole frame replacement now due to the damage it has caused. I have been trying to speak to a peloton supervisor for weeks, Ive been told I'd be getting a call to discuss my concerns but have not heard from anyone. I was advised from a service representative that they are going to "review my request for a frame replacement" which I was told would be ***** hours and now has been over a week. I was advised that if my request was not accepted, I will be expected to pay $1,100 for a frame replacement FROM THE DAMAGE THEIR OWN TECHNICIANS CAUSED.I am extremely dissatisfied with the service over the past few months and would expect a new bike/frame replacement as the issues arising and the damage caused to the bike was not from me but from their "hired and experienced technicians" who are clearly not experienced.

  Business Response

  Date: 10/17/2023

  We are sorry to hear about the member's experience. After further review, it appears that our leadership team has approved a frame swap at a discounted price of $569, which the member accepted.

• Initial Complaint

  Date:09/27/2023

  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 have requested to be removed from Pelotons mailing list 6 times. I have contacted them via phone and email on the following dates: 9/19/22, 9/22/22, 9/27/22, 10/1/22, 11/18/22, and 9/26/23. The reference #s I was provided for the above communications were: ********, ********, ********, ********, and ********. Some of the individuals I spoke to were: *******, *****, ******, and ******. Each time they advise me that I will be removed from their mailing list, but that is not the case. I most recently received a flyer in my mailbox yesterday (9/26/23). I do not want to receive these anymore. I am requesting to be permanently removed from Pelotons mailing list. This has been going on for years and is unacceptable. Of note, they are utilizing my maiden (******).

  Customer Answer

  Date: 10/22/2023

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

  Business Response

  Date: 06/23/2024

  According to our records, the Requester was added to our Do Not Mail list as of November 17th, 2022 and as of October 4th, 2023, they reached out to our Privacy Team to ensure that no further correspondence, physical or otherwise, would be sent to the Requester.

  Customer Answer

  Date: 06/24/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:
  

  
  

  Peloton still keeps mailing me flyers despite being on the "do not call" list.

  
  

   

  
  

   

  
  

   

  
  

   

  
  

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

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

  Business Response

  Date: 06/27/2024

  Thank you for bringing this to our attention. We are initiating communication with the member to determine a resolution for this as quickly as possible. We appreciate the time and effort that the member dedicated towards submitting their feedback. 
  
  

• Initial Complaint

  Date:09/27/2023

  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 own 2 Peloton bikes and both were included in the recall for seat posts. I ordered on replacement May 15, 2022 and got a replacement in July. I ordered my second seat post June 15th with an expected ship date by Aug. 6th. This order was cancelled by their shipping department because, as I was told by the Peloton customer support rep " we assumed the customer ordered twice." I have called support 3 times. 1st time, late August, I was told the part would ship in September. In late Sept., I was told the order was cancelled and a new order was made. That order had a mistake so I called back the following day and was told it might take 6 weeks. There is no way together to a supervisor and there is no way to expedite my "new" order. I m back at the end of the line even through I did the right thing(s) and ordered over 3 months ago.The entire experience is frustrating and there is nothing I can do to resolve this.

  Business Response

  Date: 10/10/2023

  We apologize for any inconvenience surrounding the shipment of the seat post. At the moment we are unable to commit to delivering your replacement seat post any earlier. Please know our team is working hard to fulfill all orders and working closely with our supply chain partners to increase production of seat posts in order to meet demand as quickly as possible.

• Initial Complaint

  Date:09/26/2023

  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 my treadmill several months ago and have been using the web browser to respond to emails, watch you tube, etc. daily. During a recent software update this month they have completely removed this functionality. I contacted customer service to ask that it be restored and was informed that this is not possible. If I have paid $4000 for this treadmill I **** well better believe that if I want to use this functionality that I can. The peloton screen is nothing more than an Android tablet, this is not complicated. Restore this functionality or include an app to access it. This is ridiculous and another ploy to get me to spent the $45 monthly subscription for access to it. I demand that this functionality be restored ASAP! If it is not restored I will be sharing this terrible experience on every social media platform, review platform, etc. It is infuriating that I cannot use an extremely basic and rudimentary function such as this. Unacceptable !

  Business Response

  Date: 10/10/2023

  We really appreciate the feedback and were sorry to hear this. Were always looking for ways to improve our products, services and the experiences that we deliver to our Members, and we love to build solutions based on your feedback! At this time, we do not have any additional updates to provide on this matter. We will be sure to pass your comments on to the relevant teams.

  Customer Answer

  Date: 10/12/2023

  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 response is pretty infuriating as it is a non-answer cut / paste template and more of the same from Peloton. If I'm paying thousands of dollars for a product I expect solutions not "we'll take this into consideration for the future.". You had a feature and took it away without a replacement.  What is your solution?

   

   

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

   

  
  
  
  
   

  
  

• Initial Complaint

  Date:09/26/2023

  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 called Peloton to fix my Treadmill and sent videos of the issue with no response here is the Ref# : #******** This has been going on for over 3 months - The official warranty will run out in November 2023 This is the older units that have a recall??

  Business Response

  Date: 10/10/2023

  We are very sorry to hear about the inconvenience that has been caused surrounding the service of your Tread+. Since the Tread+ is under an active recall, we are not able to proceed with a full unit swap. Additionally, we do require a service technician be sent out to check the power before replacing parts. Please reach out to our member support team for further support at **************.

  Customer Answer

  Date: 10/14/2023

  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:

  Peloton has sent a technician to service this unit along with parts - this was unsuccessful. The initial diagnostics were done over the phone but when this technician arrived he was able to understand the issue better.  The technician determined additional parts were needed.  We never herd another word from peloton and i made a new service call and never heard back to when service would be scheduled.  I even loaded a video. Of the issue.  

   I think peloton is waiting for the warranty to run out and claim no responsibility for a inferior and unsafe product.

   

   

   

   

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

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

  Business Response

  Date: 06/05/2024

  We're sorry to hear about the negative experience the Member had in November 2023. We can confirm that the Member has been assisted and the situation has been resolved as of December 2023.

• Initial Complaint

  Date:09/25/2023

  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 ordered a brand new bike+ that was delivered on 9/12/23. After using it twice, I noticed that both the seat slider and adjustment k*** are broken and the seat slides around whenever I take a ride. Yeah. Brand new bike right? I reached out to customer service and they sent replacement parts and told me I would receive an email to schedule a technician shortly after the order was placed. I never received the email and my parts were delivered on 9/21. I reached out to customer service the same day to ask about the technician and they me to wait a while while it processes as delivered and then itll show up. I waited a day and it didnt show up, so I reached back out to customer service and they told me theyd escalate it and id receive an email in 24 hours. I didnt receive an email. I called customer service and they told me that I wouldnt receive the email until 9/29 just to SCHEDULE the technician. Why does it take 10 days to receive a link? This has now turned into almost a full month of having a useless bike. I do not doubt that they delivered a refurbished bike instead of the brand new one I paid for. They tried to make up for it by waiving my subscription for 2 months, but that does not compensate for the cost difference between a new bike vs a refurbished plus the amount of time its taken them to fix the bike. Its disappointing because I really enjoy the peloton classes, but I am beyond frustrated with the situation and the company. I expected way better

  Business Response

  Date: 09/27/2023

  Thank you for reaching out to us regarding your Peloton experience. We have provided you with an update to your issue. Please check your email at your earliest convenience. Again, thank you for being the best part of Peloton.

• Initial Complaint

  Date:09/25/2023

  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.

  On Wednesday 9/20/2023 I called because my bike suddenly broke mid class. The peddles would not go further. I restarted the bike, unplugged and plugged back in - still no success. I purchased my bike in Feb of 2022. So fairly new. The representative answered my call and put in a work order for someone from flagship management and quickly charged me $168.54. I was told the repair company would be in contact with me within 48 hours. On Friday 09/22/2023 I called because I have not heard from anyone. The young lady told me she had no status but told me I could reach out to the repair company myself and emailed me their phone number and web address. I paid over $1,000 for this bike and I pay top dollar for the monthly subscription for the classes, the customer service is horrible. every single time. I had to open a BBB complaint to get my bike and now I am opening one again to get it fixed. I am being charged still monthly for my subscription but my bike is not usable. I want to be refunded for my service fee as I've spend so much time on the phone, opening up a BBB complaint and the high service fee just isn't worth it.My order number for the service fee is *********

  Business Response

  Date: 09/28/2023

  We are sorry to hear about this Member's Experience. Our Member Relation's Team has reached out to this Member via phone and is working towards ensuring this is resolved as soon as possible.

  Customer Answer

  Date: 09/29/2023

  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:09/24/2023

  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 bought the Peloton Bike + on 1/31/2021 (order number 91ED-1652) and it was installed in 3/3/2021. On May 2023 it stopped working. It wont turned on at all. After troubleshooting with their tech support, usb sent to be changed and a tech that was sent home, nothing could be done and they say I have to change the frame and want to charge me $1,500 for a new frame. This is not acceptable. I two year old bike, which had extended warranty, but the warranty had expire two months before. I want the bike replaced at no cost. This is very expensive equipment, for it to only last 2 years.

  Customer Answer

  Date: 09/25/2023

  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. Yesterday the business responded with an aceptable solution. 
  
  Sincerely,
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  Date:09/23/2023

  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 being a loyal customer of ******************** over 3 years. I own both Peloton Tread and Peloton Bike. After a Peloton issued upgrade of Peloton Tread my tablet doesn't reboot properly and screen throws an error and keeps looping in. I contacted Peloton **************** multiple times and once a **************** rep was able to help me reboot my tablet after being on the phone few hours. You just have to keep trying buttons combination on the monitor for hours and hope that it will work one time. And it did work once! The reboot issue started happening again and i tried to follow the same troubleshooting steps and they didn't work this time. I contacted Peloton multiple times, and i was told my only option is to purchase a new tablet from them which costs $600. There is absolutely nothing wrong with my current tablet, it is just a software issue after their own upgrade to the system. I feel it is absolutely not fair for me to pay $600 to Peloton because my system got messed up after Peloton issued upgrade. Peloton has no software reinstall help , only physical replacement of the tablet for $600. t's absolutely not fair that a customer has physically replace perfectly fine Peloton tablet after Peloton issued upgrade. My system doesn't load anymore and i cannot use my Peloton tread (please see the image attached). This screen keeps looping in over and over again

  Business Response

  Date: 09/25/2023

  We are very sorry to hear about this Member's experience. Our Member Relation's Team is reaching out now in order to ensure that we resolve this Members issue as soon as possible.

• Initial Complaint

  Date:09/22/2023

  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 have contacted Peloton 3 times in regards to my broken bike accessory that was recalled. I received an email with tracking information on August 16th stating that the replacement had shipped. It has not. I received an email today saying "sorry, we can't ship it any sooner." I have not been able to use my bike for MONTHS because of the recalled faulty part. I need my Peloton bike to be useable. If Peloton isn't going to send me the replacement part so my current bike will work, you can send me an entirely new bike. I was nice when I contacted Peloton initially after the bike broke while using it and didn't pursue anything else considering my injuries - but if the part isn't going to be sent so I can continue my workouts and not have to pay to workout elsewhere, I will seek other measures to recoup my costs.

  Business Response

  Date: 09/25/2023

  We are sorry to hear about this Member's experience. Our Member Relation's Team is reaching out now to assist in hopes to resolve this as soon as possible.