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 Interactive, Inc

  25 The West Mall Etobicoke, ON M9C 1B8

• 

  Peloton

  152 Christopher St New York, NY 10014-2838

• 

  Peloton

  401 Newport Center Dr Newport Beach, CA 92660

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:10/05/2023

  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.

  Have had multiple issues w Peloton..1.ordered towels, they did not deliver them; said address didnt exisit.. (not true).. they got returned, got refund but NOT full amount 2. There was a pop up that said free glass bottle , put in email/phone (new customers) It would not let me put in number (we are new customers) I contacted c.s. multiple times to get NO answers/resolution 3. Bike was delivered this weds, they forgot cord.. it was delivered later but... a 3k bike and NO customer service

  Business Response

  Date: 10/13/2023

  We are sorry to hear about the member's initial experience. A member of our leadership team has reached out to the member directly via email to provide a satisfactory resolution. 

  Customer Answer

  Date: 10/16/2023

  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:

  [Your Answer Here]

   

   Noone has issued a refund 

   

   

   

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

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

  Business Response

  Date: 06/06/2024

  We apologise for the Member's prior experience. A member of our Team reached out to the Member to reach a resolution; we provided them with a refund of all items mentioned and gave them a code to redeem the free glass water bottle, and remained in touch until the resolution was completed on November 6th, 2023.

• Initial Complaint

  Date:10/05/2023

  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 treadmill. it's less than 2 years old. I regularly update the software everytime I am prompted. however, after the last update and power down, it just wouldn't turn on the next day- no power. Did all the trouble shooting steps- no resolution. Called the technical line and worked thru the steps again with a specialist. Still no power. They sent out a repair man after paying $159. He diagnosed that the touch screen needs to be repaired for $650 and need a new arm rail for $875, for a total of $1525! A brand new peloton tread is $2995! I spoke with a technical support person today and got no where. Asked to speak to her supervisor, she said there is no supervisor there. How can this be??? And, she said that she cannot do anything to help the situation unless I speak to a supervisor. A company this large and there is no recourse for a consumer. This is very unfortunate for consumers and unfair

  Business Response

  Date: 10/09/2023

  We apologize for this Member's experience. This Member is out-of-warranty so all service will be at cost to the Member. Our Leadership Team will be reaching out to provide further support.
  

• Initial Complaint

  Date:10/03/2023

  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 Tread Treadmil and it is still under warranty. We have had ongoing issues with the treadmill stating the safety key is not connected. It was always connected. Peloton send us a new key to try and it still doesnt recognize the safety key. Our product does not function, we cant use it and nobody from peloton will respond to me. Ive tried email, chat and phone. The wait times are way too long and I refuse to sit on hold or wait for 67 people waiting to chat with them. I just want a working product or a refund.

  Business Response

  Date: 10/13/2023

  We are very sorry for the delay in resolving this member's issue. Our team moved forward with a handrail replacement. The member will be contacted via email with more details.

  Customer Answer

  Date: 10/26/2023

  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 finally got a Peloton service technician to come out and work on my treadmill earlier this week.  They replaced some parts as the machine is still under warranty.  I tried using it today and it abruptly stopped while I was on it yet again (which is actually very dangerous) and it stated safety key is missing.  The safety key was not touched and has been an ongoing issue.  I sent Peloton a message today requesting a brand new treadmill or a full refund and have not received a response. I will not use this machine again or allow any of my family members as it is plain dangerous. I have almost been injured multiple times with it suddenly stopping while I am running.  Peloton is not quick to respond.  Its impossible to get someone on the phone because the hold times are excessive.  I would like this to be resolved because I can no longer use the machine and it was expensive.  Now I just have a big, expensive treadmill taking up space and will have to pay to dump it. 

   

   

   

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

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

  Business Response

  Date: 06/06/2024

  We apologise for the Member's experience while trying to get their Tread repaired in October and November of 2023. We can confirm that as of November 8th, 2023, a Technician was dispatched to address any continued concerns the Member may have had and they have not reached out to us since. A Member of our Team will reach out to ensure that all is still well and no further actions need to be taken.

• Initial Complaint

  Date:10/03/2023

  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 have been trying to get in contact with your support team for three days now. On Sunday, October 1, 2023, I waited an hour for a chat (and somehow kept getting pushed back in line). Only to be told that in order to purchase a replacement power cord I needed to call. So I did and waited another hour before I gave up.I called yesterday, October 2, and was in contact with someone only to be told I needed to be transferred. I waited on hold for another hour and 20 minutes until I again gave up. There is NO menu option for the software/hardware team. I called again today and I'm currently STILL on hold waiting for a representative. Its ridiculous that I have to wait that long just to order a power cord!!!!! Why cant I order a replacement online?!Its always a headache dealing with Peloton's customer service. I demand a supervisor contact me IMMEDIATELY so this can be sorted ASAP.

  Business Response

  Date: 10/13/2023

  We are very sorry to hear about the member's experience with our support team. 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 member feedback! We will be sure to pass these comments on to the relevant teams.

  Customer Answer

  Date: 10/17/2023

  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:

  This does nothing to resolve my issue and the business obviously does not care about their customers. I reject the response as there is no solution, however, I don't even feel like dealing with Peloton at this moment so I request the BBB close the complaint.

   

   

   

   

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

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

• Initial Complaint

  Date:10/03/2023

  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 purched my Peloton Bike+ with the Ultimate Package for a total of $2,469.79. My order date was September 11th of 2023. The scheduled delivery date was September 19, 2023 with a delivery window of 02:00 PM - 06:00 PM. On the day of the delivery multiple scratches to my wall and my Peloton Bike were made. Delivery team also left multiple dirty hand prints on the wall. The afternoon of September 19th a call was made to Peloton to dispute the damage made to my property along with the Peloton Bike during delivery. ****** asked for pictures of the damages for their records, and the one I have uploaded were sent along with a video from the indoor entryway security camera where the damage began. An email was then sent with the with an link and Reference: #********. The email I received on September 29th from Peloton stated "It was a pleasure speaking with you today. Please fill-up this form at***************************************************************************************************for the Damage Claim Process." When trying to open the link it prompted me to login to my ****** Account. After logging in I get an error message stating "You need permission. This form can only be viewed by users in the owner's organization." A screenshot was take of the error message and I replied to Peloton with it along with a description of what's going on. The next day I received another email with the same exact link as if the previous email sent was just forwarded back to me. I again replied to the email stating that the link provided is the same and I'm having the same problem accessing the form Peloton want me to fill out. I wasn't able to get the issue resolved because Peloton stop replying to my emails I have to file a complaint with the BBB to try and get their help to resolve this issue.

  Business Response

  Date: 10/17/2023

  We are sorry to hear about this delivery issue. After additional review, our system shows that a damage claim has been filed with our delivery partner and the member has been updated via email with the claim number for follow up.

• Initial Complaint

  Date:10/02/2023

  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 purchased my peloton bike+ in January 2022 for $2,326. On July 28, 2023 the screen stopped working. I joined a support chat where I was told that I would need new handle bars and a new screen. In attempt to troubleshoot myself, I plugged the power cord directly into the screen to determine that it works. Then I called to tell them my findings and was told I need new usbc cables. They shipped me one cable. I replaced it and it didnt work. I called again, waited one hour for the call to go through. They told me I needed a different usbc to sensor board cable. Upon receiving the email confirmation I find that they sent it to a random address in ***********. I called again, on hold for at least 45 minutes this time to have it re sent to the right address. Once received, it still did not work. Then I called again, on hold for at least 30 min and was told that I need new handle bars. Those were also sent to the wrong address. Once I received the handle bars, they kindly sent a technician to put them on, one month later. The technician came and said its not the handle bars and I have a dead usbc port on the frame so I would need a frame swap and that he would submit the paperwork showing his report. I called customer service again today, on hold for ******************************************* on the phone for two hours trying to trouble shoot from scratch again with me. Then tells me she cant see the service report and that she isnt able to reach out to the service tech. I ask to speak to her supervisor and she says no because they are busy. And says that they wont give you free stuff either. We leave it as she will email me with some documentation and I have received nothing. I called the service tech on his personal phone and requested documentation of his visit, which he sent me. Hours of time on the phone, a service tech in my house, two months of lost time dealing with this and NOTHING. This company is an absolute disgrace.

  Business Response

  Date: 10/17/2023

  We are very sorry to hear about the member's experience surrounding their *********** issue. After further review, it does appear that the member's concerns were addressed, and a member of our leadership team authorized a discount for the replacement handlebars.

  Customer Answer

  Date: 10/17/2023

  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.
  
  
  
   
  
  

• Initial Complaint

  Date:10/02/2023

  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 peloton less than one year ago. I paid almost $3800 cash for it. I bought the accessories that came with it. The peloton team came to my home to assemble it. I called peloton to come and disassemble it because I was moving. The peloton team came and disassembled it Sept 15th at no charge. The peloton associate told me on the 15 th that there was no charge to reassemble since I was within my warranty. Now that I have moved and in my new apartment, I called Peloton to get a new reassemble date. Today, October 2nd, another representative that I talked to, put me on hold to see if I was still within my warranty. He verified that I was. He then told me there was a reassembly fee. I told him thats not what I was told. He put a woman by the name of Real on the phone. I was talking to her and the call dropped. She called me back. She told me that someone misspoke telling me that there would be no charge for reassembly. If they came out and disassembled the peloton on September 15th at no charge why are they charging me $175.00 now! Im so upset. I was given information by peloton that there would be no charge. Now peloton is going back on its word. A businesss word should be golden.

  Customer Answer

  Date: 10/27/2023

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

  Business Response

  Date: 06/23/2024

  We apologise for the Member's previous experience and any miscommunication that may have occurred. To clarify our policy, there is typically a standard fee of $175.00 associated with the disassembly and reassembly of the Tread, even if the product is within its warranty period. A Member of our Leadership reached out to the Member on October 2nd, 2023 to discuss the matter and work towards a resolution, and ultimately we honored the reassembly at no charge as a one time courtesy as of November 18th, 2023.

  Customer Answer

  Date: 07/02/2024

  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:

  I never did hear back from Peloton regarding my complaint of being told by customer service that my ********************** would be reassembled at no charge.
  I was the one who called peloton back to pay the $130 I believe to have it reassembled. Somehow,  that customer service representative made it to where my treadmill would be reassembled at no charge. Thanks to her and her only. 

   

   

   

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

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

• Initial Complaint

  Date:10/01/2023

  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 9/22/23, I ordered a new Peloton Bike+ after months of contemplation and research (order number **********. The product arrived on 9/29/23 and not only had cosmetic damage but was also broken to the point that it is nonfunctional. It wont move past the downloading update screen. I spent 2 hours and 45 minutes on the phone with the company the same day. Final recommendation was a return and eventual reorder of the product after Peloton receives the product at their facility. The link I was sent to schedule a return also doesnt work. After requesting to speak with a supervisor, I was assured that one would call me within 24 hours and the representative confirmed with me that was 9/30/23 at 8:20 pm Eastern time. That was yesterday and I still have not been contacted. I have sent follow-up emails, and Peloton has not responded. I want the broken product out of my home, and I would like my order fulfilled without such stress. At this point, their promises to support the customer and return product seem fraudulent. I do think the company should work with us on how to make this right.

  Customer Answer

  Date: 10/26/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by Peloton regarding complaint ID ********. I have made additional attempts to contact the company to have them swap the defective equipment. I have not been able to speak with any supervisor. I was assured I would have a bike swap that was scheduled for 10/20/23, but no one ever showed up. I again contacted the company and asked to speak with an administrator and have not received any communication from one. At this time, I have requested a bike and equipment return since Peloton has failed to respond. I have spent countless hours on this transaction. 
  
  Sincerely,
  
  ***************************
  

  Business Response

  Date: 06/23/2024

  We apologise for the Member's previous experience. Our Team was in contact with the Member starting on October 6th, 2023 to assist the Member, and our correspondence ultimately led to the return of their product as of October 27th, 2023 with a full refund being processed shortly thereafter. 

• Initial Complaint

  Date:10/01/2023

  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 me rental bike but they continue to charge me for it. I called them and they refunded me the money up to that point and assured me it wouldnt happen again, but it continues. They are charging me two separate charges, $129/month for the rental bike I no longer have and a separate $44/month for the membership that services the new bike I bought outright. I spent a lot of time talking to their customer service and am not looking forward to doing that again.

  Business Response

  Date: 10/13/2023

  We are sorry to hear about these reoccurring charges. Our team has reached out to the member directly via email to further address the matter.

  Customer Answer

  Date: 10/19/2023

  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 one login and password, yet I was paying for two accounts. And one of them was a $129 charge to lease a bike and one for $44. I bought the bike from a private individual. Peloton did cancel the $129 bike lease fee but that deactivated me. Now, I cannot reactivate without agreeing to reactivate  

   

   

   

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

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

  Business Response

  Date: 06/06/2024

  We apologise for any miscommunication and the frustration the Member has experienced. We can confirm that their Rental Membership has been cancelled and refunded as of November 2023. Our Team has reached out to the Member to clarify and clear up any confusion over their accounts, and ensure that everything is aligned to their satisfaction.

• Initial Complaint

  Date:09/30/2023

  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 have used our Peloton Tread 67 times with no issue. We have not moved the Tread nor modified it at all. In the month of Sep 2023, the Tread would not turn on. I contacted customer support (transcript attached) and they said I will need to pay for a repair person to look at the Tread since I'm just out of warranty. I called back and made an appt but have heard nothing. I also emailed them back (attached) inquiring about the service appt, but have heard nothing.We are currently paying for a tread that does not work, and paid for an appt that we have received no follow-up on. We just want somebody to come out and look at it so we can fix it.

  Business Response

  Date: 10/13/2023

  We are sorry to hear about the member's Tread issues. As of 10/12/23, a Tread base swap was created and scheduled for 10/19/23.