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 Interactive, Inc

  100 City Centre Dr Mississauga, ON L5B 2C9

• 

  Peloton

  401 Newport Center Dr Newport Beach, CA 92660

• 

  Peloton

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

• 

  Peloton

  754 758 Main St West Vancouver, BC V7T 0A5

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:09/22/2023

  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.

• Initial Complaint

  Date:09/22/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Peloton bike for $2,055.88 on September 10, 2020. The bike's paint has pealed significantly revealing extensive rust. After researching the issue, I became aware that Peloton received a large batch of rusted frames from their supplier. Instead of deeming them unsuitable for sale, they simply painted over the rust and sold them for full price. A number of sources have disclosed their unscrupulous business practices (commonly known as "Project Tinman"), including *************************************************************** and *************************************************************************************************. My bike has been meticulously cleaned and maintained and yet it is showing rust on many sections of the frame. Clearly a rusted metal surface is not suitable for paint application.Peloton's warranty is as follows: Frame Five Years. Peloton warrants the frame (excluding any moving parts attached to the structural frame) against defects in workmanship and materials for a period of five years from the date of original delivery.A rusted frame that is concealed by paint is certainly defective in materials. I have brought this to Peloton's attention with the request for a new frame, but they are refusing to honor their warranty. Based on a quick internet search, it appears that *** other users have encountered this same problem. I believe the BBB should hold this company accountable and mandate a recall of all affected frames. The $2055.88 bike that I purchased has little to no resale value after just 3 years of use.

  Business Response

  Date: 09/25/2023

  We are sorry to hear about this Member's concern, and experience with support.

   

  Our Member Relation's Team has just reached out to this Member in order to ensure that we assist them with this concern as soon as possible.

• Initial Complaint

  Date:09/20/2023

  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.

  Purchased a peloton tread which was delivered 8/21/23. I paid $3204.65 on 8/17/23. The treadmill did not work at delivery. RXO (delivery company), did not try the treadmill before leaving. I contacted Peloton. They sent out someone to replace the screen. Tread still would not work. Was told a new base would be ordered. This took several calls, finally get Peloton to order and schedule this. New base was delivered on 9/20/23. RXO (delivery company) found pinched wires within the arm and told me to refuse the base. Contacted Peloton again and was told to refuse the base and they would order a tread swap. I have called again several times to confirm that the new tread has been ordered. No one can tell me when or if that is going to be scheduled. I have had a treadmill that does not work at all that I paid over 3k for over a month now. I have spent HOURS on the phone trying to get this resolved. The customer service has been absolutely ridiculous.

  Business Response

  Date: 09/21/2023

  We are really sorry to hear about this Member's experience. Our Teams are working towards ensuring this is resolved as soon as possible.

  Customer Answer

  Date: 09/26/2023

  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:

  A replacement tread was delivered today (unexpectedly because my email said it was coming next week). The tread now makes a clicking noise. RXO contacted peloton and they said they would set up a replacement. I have had to take 4 partial days off of work dealing with swaps and replacements. I have spent HOURS on the phone, and I still have a treadmill that is not in new, working condition. 

   

   

   

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

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

  Business Response

  Date: 06/10/2024

  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: 06/11/2024

  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:09/19/2023

  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.

  We bought a peloton treadmill in July 2023. After multiple phone calls and a repair visit the tread still doesnt operate and hasnt since delivery. We want a refund for money paid and the treadmill to be removed from our home

  Business Response

  Date: 09/20/2023

  Thank you for reaching out to us regarding Peloton. We are sorry to hear you are having issues with your service. We do see where your issue has been resolved as of 9/20/23. Thank you for being the best part of Peloton.

• Initial Complaint

  Date:09/19/2023

  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.

  Treadmill purchased 2/2022. On 8/26/2023, while in use, the treadmill tripped the breaker and several sparks flew out from under the tread. I unplugged machine, it sat for 30 min, and when I re-plugged it in while machine was off, several sparks flew out AGAIN. ****** was singed, no human injury. I followed manufacturer's instructions: plug into outlet without anything else plugged in, use surge protector. I contacted peloton, they set up repair visit and no-showed the appointment on Sept 15, 2023. Now, they gave two solutions: 1) ME buy a new base for the death trap treadmill as it has passed the 1 year warranty or 2) suggested I SELL the unusable UNSAFE tread online, like on craigs list. Neither are safe or acceptable options and I cannot get anywhere with management (who made the suggestions) and of course customer service is just as unhelpful. Thank you for hearing my concerns.

  Business Response

  Date: 09/20/2023

  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.

  Customer Answer

  Date: 09/22/2023

  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:09/18/2023

  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 own a Peloton original bike- in May a recall was issued due to a faulty seat post. I immediately stoped using the bike and ordered a replacement seat post via Pelotons website. The estimated time I would receive my seat post replacement was mid August. As this was only a 30 day wait it was acceptable to wait, and I also use Pelotons other workout options. So I decided to continue paying for a full membership monthly membership (79.00$). That date came and went, I asked customer service and was told due to a ordering error I would not get my seat post until no later then Sept 12th. So since it was mid-August I decided I would be ok waiting, as I wanted to continue to use the app for other workout options. Sept 12th came and the seat post still has not shipped despite customer service gaurenteing it would ship by then. Customer service is now saying it will ship by the end of September. Meanwhile I have been paying the FULL amount in membership dues and there is not an option to pay the cheaper membership fee (without bike) unless you cancel out right. Well I told them I didnt want to cancel out right and they still wouldnt let me pay the cheaper option even though I CANNOT use my bike due to the recall and no replacement post. When asked to talk to a supervisor they stated that somebody from leadership would call me on a certain date/time. Well- now I have an email saying I need to call the general customer support line. I work a full time job. I expect better when I am paying for a bike, plus membership fees. I will never recommend this company again. The customer service is horrible.

  Business Response

  Date: 09/19/2023

  Thank you for reaching out regarding your experience with Peloton. We are sorry to hear your experience hasn't been the best. We see your working with one of our knowledgeable Member Support agents to assist with your ********* issue. I see our team was able to provide you with some updates to your order and speak with you. We anticipate a Supervisor will reach out to you as soon as possible to assist you further. Thank you for being the best part of Peloton. 

• Initial Complaint

  Date:09/16/2023

  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 placed an order for a seat post replacement (due to recall) May 12, 2023. My estimated delivery was August *****, 2023. That time has passed, and no replacement seat post has been received or even shipped. I contacted Peloton a few weeks ago, and was told I would receive an email with an update. There has not been any update, and their website still shows estimated delivery August *****, 2023.

  Business Response

  Date: 09/20/2023

  Thank you for reaching out to us regarding your experience with Peloton. We have reached out to our leadership team to look into your issue further. We will have our leadership team reach out to you directly.

  Customer Answer

  Date: 09/27/2023

  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]

  Until someone from Peloton reaches out to me, and resolves the shipping delay, I do not consider this issue resolved. As of today, September 27, 2023, I have not received any communication from Peloton.  

   

   

   

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

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

  Business Response

  Date: 06/10/2024

  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.

• Initial Complaint

  Date:09/16/2023

  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.

  On 8/30 the "refurbished" Bike+ that I ordered was delivered to my home but was non-functional upon delivery. The delivery individuals were friendly enough, but not skilled enough to diagnose the issue and just stated the monitor was non-functional (would not power on). They stated that I needed a new monitor and needed to call Peloton **************** to request. I called and, after waiting half an hour to speak with someone, was able to get an order approved for replacement monitor. On 9/09, I received the new monitor and set it up to the bike & plugged it in. Still not working. I called and again spoke to someone, after a long hold time. This person at least able to troubleshoot that the power cord from **************** should be tried directly to the monitor, and that actually powered it on. The representative surmised it to be an issue with the cord from bike frame to monitor and ordered a technician and replacement parts there. The replacement cords were received on 9/14 and, in my excitement, I chose not to wait the additional 2 weeks for the technician to come out to perform the fix since it was quite easy. I removed the plastic guard and replaced with the two new cords. Still nothing, so I called and have been receiving the runaround ever since with me having to make several additional calls. All I can get is phone representatives to read canned scripts to me and no resolution. I need a functional bike like I paid for and cannot keep taking days off for them to throw darts at a dartboard and see if anything sticks.Peloton has clearly posted false information to their website with "As good as new Peloton Certified Refurbished Bikes are thoroughly inspected, repaired and tested to make sure they meet Pelotons strict quality standards.". There is no way any QC was done on this bike before delivery or else this would have been caught.I need a functional bike!!!!!!

  Business Response

  Date: 09/20/2023

  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.

  Customer Answer

  Date: 09/27/2023

  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:

  They promised to deliver a replacement bike today but instead only sent for the broken one to be removed from my home.  I am now out the money and have nothing to show for it.  I again had to call and spend an hour on the phone to deal with someone that has no power to do anything, and that person said it would be another 3 days for my case to be reviewed.  It has now been nearly 1 month since I was delivered a non-functional bike and have not seen resolution.  The customer service and wait times are horrendous on top of everything else thats happening.

   

   

   

   

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

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

  Business Response

  Date: 06/10/2024

  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.

• Initial Complaint

  Date:09/16/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Peloton had a recall on seat part and I requested to stop my subscription until my seat was fixed. $44 per month They did not stop the payment as requested and I was charged for 5 months.Total of $220 ******************************************************************************************************************************************************************************************.

  Business Response

  Date: 09/20/2023

  Thank you for reaching out to us regarding your experience. We are happy to look into your issue further. A member of our leadership team will be following up with you about this claim. Thank you for being the best part of Peloton. 

  Customer Answer

  Date: 09/22/2023

  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:

  There has been no refund provided. The recall allowed you to suspend and not pay for the subscription while we waited for them to send us the new safe recalled part . I agreed to suspend at the time over chat with ******* and never receievd any other communication from them. 

   

   

   

   

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

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

  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:

  In reference to Pelatons response-

  I did in fact, order the replacement part. It took many months, aproximately 6 months, to receive. During which, ******* reccomended NOT to use the bike. Hence, I stopped my subscription. But was charged. This is why I have asked for a refund. I was being charged for a subscription that I ws told not to use.

   

   

   

   

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

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

  Business Response

  Date: 06/10/2024

  We’re 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.

• Initial Complaint

  Date:09/15/2023

  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 waiting 6 months for a recall replacement part, I was given three different reasons as to why it was not shipped on the date that it was supposed to ship

  Business Response

  Date: 09/20/2023

  Thank you for reaching out to us regarding your experience with Peloton. We will have a member of our leadership team look into your issue directly to assist you further. Thank you for your patience.

  Customer Answer

  Date: 09/25/2023

  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 still have no answers as to why my promised shipping date was changed and why I have had to wait almost 7 months for my recalled part to arrive[Your Answer Here]

   

   

   

   

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

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

  Business Response

  Date: 06/10/2024

  We’re 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.