Peloton (North America) Reviews 

I ordered a bike+ from the Germany store.I called them and I told them I would take the bike to the Netherlands and this was all fine.

Within a month the pedal broke and the bike started making a weird clicking noise. This is a common problem with their bikes (look it up on youtube and reddit).

I contacted support and they would send me a new bottom bracket and a new pedal. The next day I still didn't receive a confirmation. So contacted support again and then they said that I would have to pay for it since I voided the warranty. However in the whole buying process with multiple calls this was never mentioned.

And the fact that the bike broke in a month didn't seem to matter them to. Stay away from these poor bikes and support.

This my 7th time calling Peloton customer service
Don’t buy peloton anything they don’t stand behind the product

My tread stopped working in May 2024. It was only 2.5 years old. Peloton Customer Service said I needed to buy a motherboard, which I purchased, but it did not fix the problem. I was credited the amount of the motherboard so I could pay for a complete replacement of the treadmill base which was $650. When they replaced the base, it still wasn’t working. Now Peloton said I have to pay for new rails and a monitor, and am stuck with a new base that I never needed. I also had to pay for the base in advance, even though that was not the solution to my problem. I have called Customer Support and they said they cannot help me because my issue was raised to Member Relations, but no one from Member Relations has reached out to me. I have emailed the company four times and no response. It is seriously the worst customer service I have ever encountered and now I have wasted $800 and am left with a nonworking treadmill.

Avoid purchasing a Peloton. Despite using their bike and treadmill daily for over three years, my wife and I have encountered significant issues with their tech and customer service. The equipment itself is just average, but frequent technical outages and unaddressed problems sour the experience. Recently, our Peloton treadmill has been losing internet connectivity daily, while all other devices work fine.

On May 3 at 7:32 am MT, I called Peloton support, and after troubleshooting with a representative, I was assured that a new screen would be sent, even though our warranty had expired. However, I never received a tracking email, so I called back on May 7 at 3:04 pm. I spent over an hour on the phone repeating the same troubleshooting steps, only to be told that I needed to pay nearly $500 for a new monitor. I cut the call short after an hour and decided to see if the troubleshooting worked, but the problem persisted.

I called again on May 9 at 5:08 pm and learned from another representative that I'd been misinformed on May 3. Instead of receiving a free screen, I was again asked to pay $500 for a replacement monitor, despite the issue stemming from their flawed tech. They admitted to giving me incorrect information initially and dismissed their previous promise to solve the problem.

Peloton’s lack of transparency and willingness to mislead customers is unacceptable. Furthermore, negative reviews I've submitted on their website haven't been posted, suggesting they're filtering feedback to manipulate their image. Invest in higher-quality gym equipment from brands that offer reliable customer service without monthly app fees and questionable practices.

The bike is absolute fantastic and I have not one bad thing to say about the quality of the bike itself. However, there is a membership plan you have to subscribe to just to use the full experience of the bike. This adds for German customers 39EUR per month on top of the high expenses for the initial purchase and makes Onepeloton simply unattractive from my point of view. You have tons of classes in this membership plan, but I just want to use the bike. I have just contacted the customer service and asked for downgrade options, and they confirmed that I have to stay in the highest plan if I want to track heart rates, set complex goals etc. This is outrageous in my eyes and I cannot believe they can get away with it. Instead of running programs like "Peloton Certified Refurbished Bikes", that I understand as an desperate effort to reallocate used bikes from inactive or otherwise lost customers (like me, happy but seriously unimpressed with the subsequent cost) - maybe Onepeloton should change a business model that feels like an absolute overreach to me.

I hate that Peloton charges people more for classes when you already own a bike.
In 2022/2023 I paid $129 a year for unlimited classes. That same membership is now $249.
Paying $129 only gets you 3 cardio-equipment classes a month and unlimited non-equipment classes. Last month it took one of my 3 away from me for a shadow-boxing class that doesn't utilize equipment. When I called and talked to customer service, I was on hold for 20 minutes and she still didn't solve the issue.

I wish they were more customer centered in working with people that want to be healthy that have already shelled out the big bucks for their equipment.

Latest issue - major outage for android users. Peloton can bombard my email box with sales emails but a massive outage occurs and they can't bother to notify me via the same email address and provide the fix??? I have to discover it when trying to take a class on my tight schedule, get annoyed, then go down an rabbit hole trying to find out what's going. Unbelievable.

Bike is great, classes are great, CUSTOMER SUPPORT SUCKS. Good luck trying to get someone on onsite to service your bike after you have paid for the parts from
Pelaton and the service call.
Pelaton hired a 3rd party who requires hours on the phone to get someone to actually arrive.
2 hours on the phone and 2 scheduled appointments and I have yet to have the technician show up

Beyond the physical benefits, my Peloton bike has been a sanctuary for mental health. The convenience of hopping on the bike at any moment has allowed me to use exercise as a way to relieve stress and clear my mind. Love all the instructors - especially Robin, Emma and Cody!

Buyer aware: you are paying more the $2000 for the bike, but you can not connect the bike online or to your iphone unless you pay $40+ per month membership fee.

Loving it! The tread classes are great. But so are the strength training ones. Can't wait to do more

Ordered a Peloton Tread Plus. They cannot give me any time frame for when I will get it. I paid over $5,000 for it a month ago and all you can tell me is that they will contact me when they are ready to deliver it. One representative told me 3 weeks and another told me maybe up to 4 months. I would have never bought it if I knew that I would be totally in the dark about receiving it. If this is how they run their business, I need to cancel it and move on to another company.

The reply is to give me the same number to the people who have got given me any information. No thank you.

I think your customer service is terrible trying to order a part they transfer me all over bad bad bad

Horrible company & cust svc! They dbl charged me every month for membership since Dec '21-April '23. I had no idea I was being dbl charged. I've been sick for many yrs & my husband couldn't keep up with running a household & working f/t so he didn't notice it. The total amount is $762 that they owed me. Also in May '23 I couldn't use my bike bc of the recall so I had canceled the membership. It never got cancelled and I received the part in Sept. I called them in Oct '23 & they apologized & said they'll refund me for those months. However I told them I had some issues about being dbl charged, not receiving my full refund for my tread I returned bc I thought it was recalled but it turned out that the other tread+ was recalled (their mistake for returning it) I called & asked if they were picking up the accessories & she said to keep them for free, they ended up charging me for them. Jillian said the total I was charged for them was $381.92 but the math didn't add up. I was charged $409.61 & she apologized & said the amount on my acct was incorrect, I was charged $409.61. Every time I called they said someone will call me back 24-48 hrs, I also req'd my invoices bc they weren't in my acct online. They finally sent them & finally called me back 4 mths later (1/12/24) Jillian (mgr) called me & spoke to me with an attitude & said she can only refund me $176 for double charging for membership bc there's a 60 day window to dispute it. As a courtesy she'll refund me $176. She said she couldn't return the accessories & give me a refund bc it's been pass their return policy. I should've been told this when I called asking about them. I don't need/want the accessories since I don't have a bike. They still owe me $586 for membership charges, she said there's nothing she can do besides refunding me $176 as a courtesy & there's no one higher than her that I can talk to. We have been Peloton customers since '20, I'm so disappointed in them & their products, I don't recommend them!

Peloton customer support simple refused that no scheduling or time frame could be provided for a new delivery date of my birthday gift and moral booster?
How can a brand like Peloton survive in a market saturated with similar products by providing such a disappointing customer service experience? How can PELOTON make me feel whole AGAIN? I was not only left without the delivery of my Peloton brand bike, I had to pay for mind you...My entire birthday plan with friends and family was completely ruined. I ate a frozen pizza for Christ sake!!

To be made whole I would require a new Peloton delivery as soon as possible, like yesterday!!! I also feel I am owed gift cards to dinner for the birthday plans missed and the disappointment I have been made to feel for the Peloton brand after this experience? Please contact me at your earliest convenience to discuss this matter.

Respectfully
Tina Smrekar

January 7th 2024
"Peloton support answered my concerns without a providing the 'reference number below' than anodated for use when I call the number provided. They also sent me a link to schedule and the schedule will not provid me a delivery any sooner that Febuary 7th 2024.

I am so disappointed and upset, I refuse their feebleness to NOT provide me a sooner delivery date? Terrible terrible customer support. I will call once my family leaves today and address this problem...the Peloton brand has unacceptable customer service thus far,let's hope the product speaks for itself.

JANUARY 9TH
Although peleton did not send me a seperate private email asking for more info about my delivery problems they did reschedule my delivery to my satisfaction and attempted to Apologize for the situation. I can not change my review until the accually delivery and set up takes place next week. Things are looking up so now I moved my rating up accordingly. Ill keep you posted

I got my bike on 2019 the bike works fine still unless you have no internet. After paying $2600 for a bike plus a membership fee that has risen by $10 a month over the last 4 years you would think you could use it without internet if needed. I am also sick of paying more than a gym membership to have political opinions shoved in my face by instructors or hash tags. It is very one sided to want peloton allows. It is not at all necessary to bring politics onto a workout. After 5 years with this company and it just getting worse I will find an alternative for my workouts and will start by getting a bike from somewhere else and canceling my over priced membership to have to listen to things not related to working out.

Awful customer service. They handle everything 3rd party now, so don't expect them to resolve anything quick. Delivery was so bad. The company they hired said "we can only deliver to the first floor". This was a surprise because their website does not say this.

I purchased a bike in early December, 2023. Two deliveries were canceled. When I complained and said I would cancel my order if I experienced another delivery delay, Peloton Customer Service, in writing, offered a "Complimentary Membership". I took delivery on Dec 26, 2023, tried to obtain my complimentary membership, and Peloton refused to honor their offer saying it was offered "by mistake". Buyer Beware. I do not believe you can trust representations made by Peloton even if in writing.

My wife and I bought a Tread 3 months ago and on day one it did not work. We called customer service and 4 weeks later a technician arrived to tell us we needed new parts. 4 weeks later the parts arrived but no one was assigned to install the parts. Today finally after contacting them several times they get a technician assigned to fix it. If you buy anything from Peloton remember you have to chase them down to fix anything and they are not smart enough to figure out how to handle a repair process. They also contract everything out.

The bike is great and the classes are great but the customer service is horrible. I was charged for two Peloton subscriptions via the same account, at first they told me they would refund me and then they told me they couldn't process one of the refunds as payment was made via the Google Play Store. Be careful about them double charging you, as they will not care.