Peloton (North America) Reviews 

Don't get me wrong, I love Peloton and the instructors but their price jumping is an issue. The company has crossed the line with doubling the price for app users unless they agree to only 3 spin classes a month. I understand they have to raise prices sometimes but going from unlimited spin classes to only 3 is outrageous. Six or eight would be acceptable and still enough of an incentive for people to upgrade if they choose to have more. I also agree with the useless support line that others have mentioned in the negative reviews. It feels fake when they send an auto email saying they "appreciate" me. That's just lip service based on their actions.

After 4 years and 1100 rides, I finally canceled Peloton and moved to Apple Fitness+

Though this is a critical review of Peloton, I'll begin with a few positive points regarding my experience with them these past few years.

To begin with, my bike has held up exceptionally after four years with no breakage or wear of any kind. This is a quality bike, but then again, I paid almost $2k for it which is twice the price of some of the best spin bikes out there.

The classes are exceptional for the most part. The production, music, and overall experience of taking a Peloton class is first-rate. This is something the company has mastered very well.

The main issue that led to me leaving Peloton began with the price. When I joined four years ago, the subscription was $39 a month. Within two years it jumped to $44. This is a dangerous precedence because, when you buy an expensive product like this, you are locked into their ecosystem and forced to roll with the inevitable price increases. As someone who is retired, it wasn't long before this monthly subscription became a burden. And while it may be cheaper than taking spin classes at a gym, when there are better and less expensive options out there, you gravitate towards them. More on that in a moment.

The other issue is the instructors. There are really good cycling instructors like Jess King, Cody Rigsby, Ally Love, Denis Morton, Hannah Corbin, and Jenn Sherman (to name a few). Then you have some real DUDS like Bradley Rose and Robin Arzon who create these phony personalities and make the ride about themselves rather than for their riders. The problem is, for someone like me who takes medium-level rides, these two instructors dominate those selections and I am forced, at times, to take their rides.

Finally, there are the intrusive "high fives" that Peloton mandates on its riders instead of making it optional. Imagine taking a ride and getting interrupted by "high five" alerts from other riders. When this happens, you have to scramble to dismiss the alert. And, some riders will keep bothering you with "high five" requests if you ignore them. It completely ruins the privacy of the ride and Peloton won't let you disable the feature.

The Peloton Facebook page which the company runs should be a place for motivational encouragement. Instead, it's overrun with personal attacks that the moderators seem to have very little control over curbing.

As an Apple Watch owner, for a long time now, I have been looking to move away from Peloton and join Apple Fitness+ as it seemed to be a much cheaper alternative.

Today I took my first ride with an Apple Fitness+ instructor using the JUST RIDE mode on my Peloton bike. What a huge difference in the ride.

First, the instructors don't pander to their riders like Peloton does. They don't read off of motivational cue cards nor act like support counselors giving emotional support advice (which no instructor is qualified to do). The Apple Fitness+ instructors don't put on a show, invoking phony personalities they created nor try to make jokes to make the ride about themselves. It's an entirely more "mature" experience where the rider is treated and respected like an adult.

If I could go back four years and know what I know now, I would have bought a cheaper spin bike for half the price and gone with Apple Fitness+ instead of Peloton. For the cost of $44 a month that Peloton was charging me for a subscription, I now have Apple One Premier (Apple Music, Apple TV+, Fitness, News, Arcade, iCloud Storage) for myself and 5 other people in my family for almost $10 less a month. My Apple Fitness app keeps track of all the workout stats.

I understand Peloton is perfect for a lot of people. If you have no problem spending $2k on a bike and $44 a month for a subscription then I can't fault anyone for getting it.

However, after four years, a single ride today with an Apple Fitness+ instructor made me realize that I have been doing it all wrong up to this moment.

GENERIC "WE DON'T CARE" TEMPLATE RESPONSE FROM PELOTON TO FOLLOW....

I've tried a number of Peloton products. They are the bottom of the food chain. I would highly recommend you buy almost any other brand. I would never spend a penny on Pelotron. Never.

I own the Bike, Guide, shoes, and weights. I use them daily and haven't had any problems. The customer service I’ve received at their stores is always beneficial and friendly.

Dictators, do not buy bikes here, they want your 3 years old kids be LGBT members on the contract

It is absolutely horrible. I decided to rent a Peloton bike for rehab after a broken foot. The delivery company they use came four hours after the scheduled delivery time in the dark of night near 10:00. We were in bed and heard the gate alarm go off. They did not call as promised, nor was there anyone to reach at Peloton. They barely hooked up the bike, and Peloton never responded to my calls for assistance. After several weeks of no service and being on hold forever, I decided to return the bike. For pick-up they scheduled — you guessed it — the same delivery company. This time they failed to show at all, after we had cancelled our plans for the day. Right now I have been on hold with Peloton customer service for 31 minutes. The attendant did come on briefly and ask me if I could hold for a minute. So here we are, more than a half hour later. Pissed to hold on, but afraid to hang up, because I need this whole nightmare wrapped up. Perhaps I should just shove the bike in a Manila envelope and send it to them COD…I’d like to shove it somewhere else….

Heaven help you if anything goes wrong with the bike - or if they recall another part. Their customer service is seriously the worst. Most of the time they just will ignore you or use a stalling tactic to avoid helping you. Definitely don’t move because they are incapable of updating an address in their system. And on the subject of recalled parts? Expect to wait 6 months or more for them to replace the recalled part. This company is a total nightmare.

Responding to their response: have been emailing, texting, and having phone calls with their support team. 6 months later nothing has changed, except I’ve lost HOURS trying to fix the simple issue of getting my address updated in their system so I can receive a replacement for recalled piece. It’s not rocket science.

Worst tech support and machinery. Fraudulent company

My husband passed away unexpectedly 3 weeks ago and has been a true peloton user for years. I called to cancel the automatic bill pay on our joint account as I work through the financial and emotional hardships of losing your spouse suddenly. With that, I called Peloton to cancel the membership and they alerted me that without a death certificate I can not cancel the membership. Unfortunately with sudden death an autopsy can take up to 3 months. I'm sad to say that I had to go to our bank and stop payment on any checks and pay fees to do so in order to cancel this membership during a tremendously difficult time for me and my teenage kids. I hope Peloton will look at this policy and do better for their customers. This whole process has been a nightmare and I won't support their products or services moving forward after this experience during the most traumatic situation that's ever happened in my life.

Great instructors and choices of content.

Purchase a treadmill when it was delivered and assemble the installers broke a panel and after a week of calling finally got thru to someone and the customer service was absolutely horrible spend so much money to have it brought too u broken and no help given

I purchased Peloton bike on Oct 2021, it worked great since then until today Aug 2023, the software update stucked and never finished the installation/update cycle, I use live chat and made call to Peloton customer service and never got resolve, live chat always responded with useless information, and the call did not go through the greeting music, not sure what I can do to get help from Peloton to resolve my problem.

Kendall Toole I would consider a great instructor. What she does well is encourages and motivates you to work as hard as she does. Kendall speaks well and she is naturally funny.
I used several instructors of which some stopped pedaling which wasn’t a motivation to me or others that I talked to. If they were the first instructors I used I probably wouldn’t have purchased any Peloton products.
I like the different styles of classes. I use the cycling classes, I just started the cycling with the weights added in ( good workout). I like the different lengths of times offered too. Been very happy so far. Streaming sometimes glitches.

I like my bike and I’ve had it for over a year. It’s great quality a little pricey but no maintenance problems and it’s made very well. My only complaint is they charge you the membership monthly fee and the content classes need to get better in my opinion to justify having to pay.

EDIT:
I got off the phone on 26 July with one of the last AMERICAN agents. (I spoke to around 40 agents in this whole process, and only one or two native English speakers-- only about half of them seemed fluent. I didn't ask but one lady sounded American also) This American sounding guy was able to troubleshoot the computer with me and made it work. FINALLY.

They are in the process of oversea-sing the customer service to third world countries such as Mexico. This will be complete in September.

This is disgusting. This is a high-priced premium product. There is no reason except greed to overseas these jobs. The level of service that you get from an agent in US who has an education in English is far higher quality generally speaking. There was one really good Mexican agent too but like you bet they aren't getting US wages (obnoxious!).

I'd like to see the customer service be brought back to the US at least for complex cases. The man I spoke to tonight was excellent. Why couldn't I of gotten him on my first call instead of my 40th?

Have some pride. This is supposed to be a German product. German = quality no?

Added a star because issue was resolved(?)
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I purchased a Peloton Bike on 18 June. On 04 July they finally brought me something but not what I ordered. The delivery people plopped the bike in my home and rushed away. Immediately began to set up this bike. The handlebars wouldn't adjust. I then took a closer look: it was obviously used. I called Peloton this and they argued with me, gaslit me, and hung up on me several times so far during this experience. I spent around 16 hours either trying to chat or call with them then I finally spoke to an agent who agreed to have them swap out the frame (HOW GENEROUS), that was cancelled and spare parts to do with the handlebar were sent to my home, about 2 weeks later the technicians came only to confirm to me that it was a used bike and there is nothing they can do. Then I call back, spend another 4 hours on the phone for them to finally agree to send the frame. About weeks later the frame comes... Guess what? The computer doesn't work either. The technicians said that they sent an email to Peloton requesting the new part. I get some nonsensical message from saying that they heard everything went well. I reply back reiterating what the technician said and a day and a half later still no reply. I've now been on the phone with them tonight for two hours.

Do yourself a favour, skip this company. What a disorganised, unprofessional, pathetic mess of a company.

I boast about Peloton! I love the company, I love the products, loved everything about it. I have several machines and on the verge of purchasing the rower as well. At this point I think I may redo all my equipment!!! What is sad is that Peloton delivers everything except Customer service or care for their customer! So, my bike has not been able to be used since May with the recall. Getting information as to the bike is virtually impossible. So, I have been using my tread. Well that unexplainably stopped working. With little to no help from tec support except to pay for a tec, I finally gave in to pay for a tec to come to the house. I am not sure if anyone has gone thru this process. But what a nightmare. So, you call, and you have to pay for a tec to come to the home. I understand that. What I don't understand is that process to get the tec there. YOU PAY. Thier is no receipt for goods. Once you pay you wait 48 hours to get a confirmed process that they received your request. Once that happens then another 5 business days before someone calls to tell you someone else will call to schedule something. So, it could a MONTH before someone comes to my home. I received an email as well telling me to have the parts ready so when the tec comes out. What parts? My machine won't even turn on to know what's wrong with it to advise anyone, which is why I called to have someone come see it! Which they won't come out without parts. I am incredibly frustrated and can't workout. The complete opposite of what is the mantra to Peloton. The company needs to focus on the customer experience in a full spectrum!! As an avid lover of peloton and I am disappointed and now the company with their lack of customer service of care for satisfaction costed them a rower and a client. I have two pieces of expensive equipment that are essentially broken pieces of junk in my home. I am upset to say the least and that Peloton drops the ball and makes their clients wait with no answers, takes your money with no receipt or date of fixing something and just gives their employees a silly script to follow which is supposed to ease a client. PPPLLLLEEEEAAASSSEEE get real, customers want to be heard and their issues resolved so we can meet you back on the leaderboard!!

I appreciate the response to call and I did. I got nothing accomplished. My tread is still broken at the fault of peloton and thier assembly. So they offered me 250 credit. The fault is on the assembly, so I guess peloton not only does not stand by their product or their installation. They just offer a credit and to call them for input. Here is my input my tread is broken because of your fault and you acknowledged it was your Installation but that’s my value 250 credit for a 900 piece. I choose not to fix it but find another tread that cost the same. I will also not purchase the rower and go with another company. The products are only covered when someone is hurt or dies since it hurts their bottom line or their stock market rating. Sad.

After multiple exchanges with your chat support team and then proceeded to phone your support team, no resolution on getting the replacement seat post. This is outrageous. If you’re issuing a recall have enough spare parts to actually honor it. It’s been months of wait with an estimated delivery by end of year. Are you kidding me?
DO THAT RIGHT THING for your consumers.

Lacking Customer Service and Mishandled Customer Funds

I recently had the unfortunate experience of dealing with Peloton for a billing support request, and I must say, it was a complete nightmare.

First, they the wrong bike was ordered, which after realizing their mistake, I had to call and have it corrected, which resulted in them charging me for two peleton bikes.

To make matters worse, they assured me on not one, not two, but three separate occasions that I would receive a refund for the duplicate charge. Yet, they never followed through until I pressed them further, days later. It's incredibly frustrating to be promised a refund multiple times only to be left hanging and wondering when it will actually happen.

Even more infuriating is their lack of consideration for the inconvenience they caused. They did not offer any account credit or any form of compensation to make up for the trouble they put me through. They had several options to rectify the situation, but they chose the most inconvenient one for me, the customer.

What's most disheartening is that they dragged out the refund process unnecessarily. Instead of taking responsibility for their mistake and processing the refund promptly, they prolonged the ordeal, making it a bigger hassle than it should have been. I can't help but feel like they don't value their customers' time and simply want to sweep their mistakes under the rug.

To top it off, they informed me that it would take an additional 7-10 days before I receive the refund. So not only did they mess up, but they are making me wait even longer for the money they took from me by error.

The whole situation is so frustrating that I'm tempted to dispute the charge with my payment processor, just to get a quicker resolution. It's a sad state of affairs when the most efficient way to get your money back is by making them explain their incompetence to someone else.

Overall, Peloton's customer service and handling of orders are abysmal. They have shown a strong lack of accountability and empathy towards their customers.

Bought the bike from their official store for 1445, had it delivered, two days later it went on sale on their Official Peloton Store page on Amazon for 1145 as a Prime deal. Despite having a price match policy, they passed the buck to Amazon even though this was on their official store page and refused to refund the difference. Peloton has a 100% refund policy and would rather waste time and money having me return it and repurchase it over honoring a price on their official store page on Amazon. Silly, dishonest, and frustrating.

UPDATE/EDIT:
The response from Peloton below is a perfect example of how they work. Apparently the person responding is the same one that designed their seat.
1. Even in a world where you have no control over a promotion on Amazon, you have control over how you respond to customers.
2. Sellers on Amazon enter an agreement with Amazon, and they are acting like innocent bystanders with no connection. Peloton also has a price match policy they conveniently ignore with this promotion.
3. If I was to return the bike and repurchase on Amazon to get my $300 back, the amount it will cost Peloton to pick up my bike that they already delivered and assembled, and deliver a new one, exceeds the amount it would cost them to grant me a refund of $300.
4. The online agent already had canned language ready to go to respond to a request like this, so Peloton knowingly chose to refuse price matching on this promotion.

Love the variety of everything. Love the filters so you can narrow down to find what you are looking for.
I do wish you could slide the handlebars. That’s something I would love.