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

  152 Christopher St New York, NY 10014-2838

• 

  Peloton Interactive, Inc

  25 The West Mall Etobicoke, ON M9C 1B8

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  Peloton

  401 Newport Center Dr Newport Beach, CA 92660

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  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:08/13/2022

  Type:Sales and Advertising 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 Peloton tread in late February. First tread delivery was first week of March. Since that time, I have had six treads delivered to my home. First monitor popped off and on indiscriminately. Second through fifth treads had different issues from a broken base to problematic wiring in hand rails to two treads that did not work at all - would not even download firmware or calibrate when delivered. The sixth tread delivered was on 8/12/22 (yesterday). Delivery team stayed for 30 extra minutes after assembly to try and get belt centered and try to eliminate the base/belt scraping noise and loud knocking sound. Delivery team said base was bad; nothing else they could do. Took video and sent to Peloton Support who actually said this was normal tread sound! Went to Peloton Showroom and took video of the showroom treads with a staff member walking on the tread. Super smooth and quiet just like my first tread with the bad monitor. Sent that video also to Peloton Support who stood by their ridiculous assessment about the scraping noise and loud knocking to be normal. Offered to send a certified tech to my home to evaluate. Instead of receiving call to.schedule service, I received service ticket to schedule a complete pickup of the tread. If you call the normal Peloton Support number, they cannot help you because this problem is beyond what they can do. You have to rely on an email thread to this one Peloton Support person who has been facilitating all these pickups and deliveries. I have worked with 2 in past few months on same email thread. They will not provide you with a phone number for this person so you must rely solely on that email thread for all communication. Super frustrating.

  Business Response

  Date: 08/14/2022

  We are very sorry to hear about the experience this member has had. Our Service Recovery Team is working hard to ensure this is resolved as soon as possible. 

  Customer Answer

  Date: 08/17/2022

  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:

  sadly, this is always what Peloton says. They have replied continuously since the first week of March promising to take care of the issue. Unfortunately, with each new tread or delivery, there are more or worse issues to be resolved. Peloton no longer communicates well with customers, sending only emails with empty promises. I have had a non working tread more than *** had a working one, not to mention the aggravation and time and wages lost waiting for six separate pick ************** over past 6 months. The reply they sent to my complaint is more of the same. No one has contacted me ONCE in past week since the 6th tread with the bad base was delivered to my home other than what I stated in my complaint. I have two work orders from Peloton right now one is for TOMORROW to pick up the tread (???!!!???) and one is for next Friday for a service tech to repair the tread base. I have notified Peloton of this 3 times and sent screen shots of what they sent to me and have not received a reply to anything. Forgive me for not being super optimistic about Peloton following through on their reply above  

   

   

   

   

   

   

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

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

  Business Response

  Date: 09/03/2022

  Thanks so much for taking the time to leave a review, we really appreciate the feedback. It looks like the issue has now been resolved. If youre still experiencing issues, please contact our Member Support Team at ************ or via email at ************************************** You can also find answers to frequently asked questions on our support site or chat with a support agent at ***********************

  Customer Answer

  Date: 09/14/2022

  Better Business Bureau:
  
  

  I have a working tread at the moment. It was delivered in August. Hoping this 7th tread delivery in six months will be the last. Peloton Support handled this miserably from beginning to end. Had I not finally posted on social media after 6 months of horrible customer service, I do not think my issue would be resolved. No one ever really even apologized, offered compensation or even a few free months of my subscription. Nothing after 7 treads were scheduled, delivered, assembled, scheduled for pick **, unassembled, etc., ** my home. I have rug damage, hard wood floor damage and wall damage. Not one apology. 

  
  
  

  My tread issue seems to finally be resolved (if this one continues to work). Its only been a few weeks.  

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

• Initial Complaint

  Date:08/10/2022

  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 7/23 the power adapter for my Peloton bike burst into flames and started a fire that damaged my Peloton bike and accessories (bike cover and mat). I contacted Peloton immediately via ******** direct message and was connected with a representative from their support team. I sent her pictures of the damage and we began communicating via email. She asked me to ship them the faulty power adapter, which I did. The support rep called me on 7/30 and we discussed details of the incident. She indicated my case was under review and if the power adapter could not be replaced, a technician would service the bike. On 8/2 I received an email from the support rep indicating the bike was not safe to use and I should discontinue use. She recommended I buy a new bike. She did not offer to have the bike inspected/serviced, as originally indicated during our phone conversation. I have replied several time to her and called Peloton support via phone, as I am not accepting their unwillingness to fix or replace the bike. A faulty power adapter (as determined by an electrician who looked at the adapter before I sent to Peloton) started a fire in my home and damaged my bike and accessory equipment. Peloton is not accepting responsibility for they faulty equipment, or offering to fix or replace the bike. Had I not been home to extinguish the fire, it would have spread and burned down my entire house. I understand that the bike is no longer under the 1-year warranty, but Peloton should replace it due to faulty equipment that resulted in a fire. ***** told me that the power adapter should not come into contact with moisture or sweat. It is powering an exercise bike-it is inevitable that it will come into contact with sweat. I'm not accepting Peloton's refusal to take responsibility of faulty equipment that they should now replace.

  Business Response

  Date: 08/16/2022

  We sincerely apologize for this Member's experience. After investigation of the incident, our Team was made aware that the Bike was located in an environment and used in a manner inconsistent with applicable safety warnings and the Bike Product Manual. Unfortunately, we will not be able to provide a replacement at this time.

  Customer Answer

  Date: 08/22/2022

  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 response to Peloton's claim that the bike was located in an environment and used in a manner inconsistent with applicable safety warnings and the Bike Product Manual, please see my response below:
  In accordance with the Peloton instruction manual, the bike was used and stored in a dry, temperature controlled environment that did not exceed the Peloton guidance of ****** deg F. ********* cable was not run underneath the bike, per the Peloton instruction manual. Peloton's claim that the cord be kept free and clear of sweat is absolutely ridiculous given that the bike is an exercise bike (sweat is inevitable) and considering that the plug in port for the power adapter is located behind the rear base of the bike, directly underneath the bike seat. After each ride, I would wipe the bike and adapter/cord down completely. I am not satisfied with Peloton's lack of accountability and responsibility in this matter. I will be pursuing legal action if needed. I urge Peloton to re-review the photos I sent and the destruction that the electrical fire caused. The moisture you see in those photos is water from extinguishing the fire, NOT sweat. As you can see from the photos of the power adapter, the origin of the fire was within the power block itself, rather than a connection issue. It is Peloton's responsibility to replace the bike due to faulty equipment (power adapter). Had I not been home to extinguish the fire when I smelled it, my house could have burned down with my dogs inside. I urge Peloton to prioritize customer service for its members and do whats right.
  

   

   

   

   

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

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

  Business Response

  Date: 09/01/2022

  We sincerely apologize for this Member's experience. Unfortunately, the Bike was not located in a temperature-controlled environment, as recommended in our Bike Product Manual. We will not be able to replace the Bike free of charge due to lack of appropriate care of *****

• Initial Complaint

  Date:08/08/2022

  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 a Peloton bike. I am paying $44/month for the app to use w/ the bike. The bike is broken and has been for over 2 weeks. Peloton is taking their time fixing the bike. I was home on Saturday to wait for the technician who cancelled last minute. Every time they propose an appointment, I am unavailable and they are unwilling to work with me. Meanwhile I am paying for an app I cannot use. I have asked Peloton customer support repeatedly to credit me the price of the app while I wait for the bike to be repaired and they are not addressing the problem. They skirt the issue in the emails and keep pawning me off to their horrible tech company.I want a refund for the app during the time because since I was last billed I have not been able to use the app. I am cancelling my membership but I want a refund for the last payment. Incidentally this is the THIRD time the bike has broke in the 21 months I have owned it.

  Business Response

  Date: 08/09/2022

  We are really sorry to hear about this. Our Service Recovery Team is currently handling this request to ensure that it is resolved as soon as possible. In the meantime, we have appropriately compensated the member in membership payments for not being able to use the bike while waiting for repairs.