Peloton is a New York City based exercise equipment and media company, founded in 2012.
Written by the business, not verified by us.
Is Peloton (North America) legit?
Peloton (North America) (onepeloton.com) has a 2.8 out of 5 rating on OK.one, based on 200 user reviews collected here. It is listed under Sports and its reputation is poor. Opinions are polarized: 44% rate it 4 stars or higher while 47% give 1 star; The business has replied to 63% of negative reviews; Reviews mostly discuss Product, Customer service, Quality. Last updated 2026-08-28.
What reviewers say
AI generated
Most reviewers were somewhat happy with their experience overall. Consumers deeply appreciate the quality of certain fitness classes and expert instructors, noting highly enjoyable workouts during the initial years of owning the equipment. Some reviewers also highlighted that customer support teams eventually resolved specific technical issues or completed necessary repairs at no extra cost.
However, some customers also noted major frustrations regarding recurring equipment breakdowns and lengthy repair delays that left machines completely inoperable for weeks. People frequently mentioned unhelpful customer service experiences, broken promises regarding follow-up calls, and extreme difficulties getting timely assistance when urgent problems arose.
Auto-generated from all reviews of this business. For reference only.
I purchased a brand new peloton bike for $3000 from your company a month ago. I received a bike and put it together only for it not to calibrate properly. I reached out to your support team and they told me it was the breaks and would send parts to schedule service. I had to wait 3 weeks for a service technician to come out. He was an hour late today. Upon arriving he looked at the bike and said this is completely broken and he has never seen anything like this before. The parts ordered were not even close to what was wrong with the bike. The wheel, axel and frame were all broken internally in places. He told me I should reach out to peloton after he sent pictures in to get a whole new bike sent out. Mind you I am now 3 weeks into owning a bike that I have never been able to use once. Upon reaching out I was told I had to send pictures myself and they refused to replace the bike. I was told I would have to start a return and have someone come pick up the bike. Wait for a refund upon inspection and if I want a new bike to order again and start the process all over again.
Product I bought didn't function well, connection wasn't good and on top of it all, support wasn't good at all. I ended up sending the product back, getting my money back was not necessarily difficult but took a long time.
Terrible service. We paid to have our treadmill disassembled by them and now they don’t offer the service anymore and is our problem to find someone to professionally put that back together. DO NOT BUY ANYTHING FROM THEM. FULL OF ISSUES AND NO SUPPORT.
Reply from Peloton (North America)2026-08-21
We're sorry to hear about your experience. Unfortunately, we were not able to locate any related account information. Please do not hesitate to reach back out to us should you have any questions; you can reach our Support Line at (866) 679-9129.
We were so excited to buy a Peleton tread in the winter of 2024. It has been nothing but a problem. Required multiple tech visits and calls. Finally reached a breaking point this week. Rather than provide assistance, Peleton is forcing us to pay full price for a replacement screen that has never worked well.
I won’t even resell this to Peleton for parts. It should go in the garbage. This company survives entirely on branding. The tread is garbage.
I have been an enthusiastic Peloton user for several years. I rented a bike for two years and turned it in during a move. Once we were settled in our new home, I purchased a new bike in January 2026. With the purchase, I paid for white glove delivery and installation.
It is now August 2026, seven months later, and I still do not have a functional machine.
The bike was delivered, but when I tried to take my first ride, I got an error message on the screen and couldn't ride at all. I spent hours on hold waiting for a technician, then another 45 minutes trying to resolve the issue over the phone, made harder by a significant language barrier with the technician. When we couldn't resolve it that way, Peloton determined a technician would need to visit my home in person. No refund was offered for the white glove delivery fee I had already paid. The technician wasn't available for over a month.
When the technician finally arrived, he said I needed new brakes. After weeks of emailing and calling, I got confirmation that the part would be shipped and a technician would return to install it. That was another month's wait. The technician arrived today, only to tell me I now need a new touchscreen. That means another wait, and another round of struggling to get Peloton to answer calls, order the part, and schedule the install.
It has now been seven months since Peloton received payment in full for a machine I have never been able to use, because it has never worked. I asked them to deliver a working replacement and take the defective unit back for in-house repair. They told me they can't do that.
It is deeply frustrating and disappointing: the lack of communication, the difficulty communicating at all, the hours I've spent trying to resolve this, and the money spent on equipment that still isn't operable. I love Peloton, but I'd want anyone considering a purchase to know they may face real challenges if anything goes wrong with their product. Seven months after paying in full, I still haven't taken a single ride, and I've spent far too much of my own time chasing a premium-priced company just to get a working piece of equipment.
Hands down one of the worst customer service programs I have ever experienced. Maybe worse than Comcast/Xfinity.
I had a non-working bike delivered on July 15. It took three weeks and five phone calls to customer service to get that rectified. The first four phone calls were essentially "oh just keep waiting" after a tech no-called no-showed, and they otherwise could not reschedule the appointment. Unbelievable. I had been doing classes on the app for months, and if I hadn't been doing that I would have cancelled the order all together. Peloton absolutely has some of the best classes and instructors, and it is hard to reconcile that with the absolutely terrible and unhelpful customer service. They hold themselves out as a premium fitness brand, and they will need to invest in their customer service to keep their customer base.
Horrible customer service and technicians. Peloton tread broken after a year. Getting it fixed is a racquet and not worth the hassle. Pelotons design. Go with any other company if you are deciding on a treadmill.
My wife bought me the bike + for Christmas a few years ago. When it finally arrived, I jumped on for my first ride and realized the screen wouldn't come on. After multiple phone calls and different customer support personnel recommending different parts that did not fix the issue, they finally sent a full frame replacement. Two months later, I was finally able to ride. I enjoyed the bike for about a year before the same problem occurred. I was so sick with it, I just canceled my membership and let it sit. Finally decided to get back in touch with Peloton, who said they would send the parts for free, but I would have to pay for labor, provided by a third party. Talked to the guy today who is supposed to come fix it tomorrow, who told me that Peloton doesn't know what they're doing and he'll probably need to order the "correct" parts after he troubleshoot it. UNREAL. So, it'll probably be another month before it's actually fixed. For the price tag, this is completely unacceptable. Peloton is a s**t company, bottom line.
I was really looking forward to trying this out, but it fell a bit short. The item arrived a few days later than expected, which was frustrating. When I finally opened it, I noticed a small scratch on the surface that was disappointing. While it works fine, I was hoping for a flawless experience based on the reviews I read. The customer service was decent, but it didn't quite make up for the delivery delay and the blemish on my purchase. Wouldn't rush to recommend it.
Reply from Peloton (North America)2026-08-10
We're sorry to hear about your experience. Unfortunately, we were not able to locate any related account information. Please do not hesitate to reach back out to us should you have any questions; you can reach our Support Line at (866) 679-9129.
I ordered a bike and a bike starter kit, which included shoes. I clearly ordered size 44 (the order confirmation they sent me even said size 44) yet they sent me Size 40. Then when trying to make the exchange they made me send them a picture of the Size 40 shoes, essentially questioning whether I was correct that they sent the wrong shoes. Then they told me to send the Size 40 back to them and only when they receive them they will send me the correct size. So I am waiting two weeks for the correct shoes because of their error. They made no attempt to make it right and do it immediately. Horrendous work on Peloton's part. They seem to have a monopoly though so customer service is very low on their list. It's amazing that any company can be so successful with such poor customer service in relation to a simple apology and fix.
Reply from Peloton (North America)2026-07-28
Thank you for reaching out with your experience. We're sorry to hear about the issues regarding your shoes, and the following response from our Support Team. We aim to make our Support as seamless as possible, and we can tell we missed the mark. To try and make up for the lost time while waiting for your replacement pair of shoes, we have credited your account with a waiver to cover your next month's Membership charge. Please do not hesitate to reach back out to us should you have any additional questions, and we'd be happy to assist you further.
Received a new broken Tread - Peloton won't replace
We purchased a new Tread at the end of May 2026. It was delivered on June 17,2026 and was not working. The tech support advised that we keep the unit and repair it since that would be faster and were assured it would be fine. We are now on July 7, with two different repairs and still a non-functioning treadmill. They refuse to replace it since we "went the parts route." They are offering an additional part that we would be charged for on a new Tread that has NEVER worked!!
Reply from Peloton (North America)2026-07-10
Thank you for reaching out to us and sharing your experience. There was obvious lack of communication between our Technicians, and we apologize for the experience you've had so far. We'd like to get this resolved for you promptly. A supervisor from the appropriate team has reached out to you to address the issue, and we look forward to reaching a resolution for you soon.
Lack of support during extended Peloton inactivity
[Edit] I'm updating my 2-star to a 4-star review after Peloton have resolved the issue entirely to my satisfaction. I do hope, however, that Peloton will start sending out reminders and check-ins to users of the Peloton App when these customers haven't logged in or used the service for 3 months or more.
This was my original review:
I had a very positive view of Peloton until I found myself unable to use my bike for almost a year due to personal circumstances.
During that 11-month period, I did not receive a single reminder, check-in, or message regarding my membership, and I only later realised that my subscription had continued throughout that time.
When my circumstances improved, I contacted customer services to explain what had happened. I was not expecting a full refund, nor was I looking to cancel my membership. I wanted to continue using the platform and remain a paying customer, but I had hoped for some understanding and a constructive discussion about a fair resolution.
Instead, I found the response disappointing. Initially, I was told that Peloton does not track whether members are actively using the service. Later in the conversation, it was acknowledged that usage data was available to them.
Peloton eventually offered a refund equivalent to two months of subscription fees, which I declined. Given the length of my inactivity and the absence of any reminders or check-ins, I felt that a refund of five months' fees would have been much more reasonable compromise.
While users are ultimately responsible for managing subscriptions, exceptional life events can sometimes prevent that.
There is a huge contrast between Peloton's messaging around wellbeing, community and (self-)care, and the way this situation was handled and I would have expected greater flexibility and a more empathetic approach.
I would encourage Peloton to consider introducing inactivity reminders, automatic subscription pauses triggered by extended inactivity, or similar safeguards to help prevent situations like this in the future.
Reply from Peloton (North America)2026-06-23
Thank you for reaching out to us regarding your experience. We would love to be of assistance, but we were unfortunately unable to pull up any record of an account with the information provided - if you give our Support Team a call at (866) 679-9129 and provide your full name and the email your account is under, we would be happy to look into this further. Thank you!
Updating score after negative customer service experience - was resolved
Changing my rating to 4 stars after engaging the Services & Support Specialist Team. Their swift response and care were impressive.
Reply from Peloton (North America)2026-06-12
Thank you for reaching out and sharing your experience with us; we're sorry to hear about the issues regarding your delivery. The matter was relayed over to the appropriate Team and they have contacted you to discuss the matter further and to reach a prompt resolution.
I recently had my Peloton bike delivered by Lucmane and his assistant. Lucmane was proactive and called approximately 20 minutes in advance of their arrival. They arrived shortly afterward and were immediately efficient.
While inside my home, they maintained a high level of professionalism and were very nice. The setup was quick and efficient. I particularly appreciated their interaction because they were extremely knowledgeable and helpful throughout the process.
Lucmane also installed the larger replacement seat that I had ordered. He provided a thorough explanation and demonstration of the Peloton bike's various adjustments.
I am very happy with how smoothly the delivery and setup went. Lucmane and his assistant did an outstanding job. Thank you all very much for the great service and positive experience.
Reply from Peloton (North America)2026-05-29
We are delighted to hear about your experience! Thank you for sharing. Please don't hesitate to reach out our Support Team if you need any assistance or have any questions in the future - we look forward to seeing you on the Leaderboard soon!
Extremely disappointed. Thousands of dollars down the drain.
I'm extremely disappointed with the experience I've had with Peloton. I own both the Bike and the Tread. While I enjoy the equipment, I've had a horrendous experience with their customer support.
Our Tread started throwing errors and refused to move past the welcome screen. We reached out to support, who sent us a series of standard troubleshooting steps, which we expected. After going through those steps with no luck, we reached back out to support to see what we could do next. A very obvious automated email said a part was out of stock, and they would reach out for us to schedule a tech to come out.
We heard nothing back for over a week. We then received an automated email asking how our Tech visit was...which hadn't even been scheduled yet. We reached out again and were finally able to schedule a tech to come out over a MONTH later. They said in the meantime they would not charge us our monthly membership. We have continued to get charged.
The tech came out as scheduled, and we had to leave shortly before they were finished. When we came home, the Tread was still failing to operate, and was giving us the exact same errors as before. The tech had not left a note, nor had they emailed us to follow up as to why our Tread was not fixed.
We waited a few days and still received no communication. We emailed – AGAIN – asking what the tech had discovered, and inquiring why it was still not operating and why we had received no follow up information. They responded saying another part was needed. We had to schedule a follow-up tech appointment, which is another 3 weeks out.
By the time the second tech comes out, it will have been months since we first contacted Peloton support about this issue. And we have continued to get charged for a membership fee for equipment that we cannot use.
We are livid. This is a $3000 piece of equipment. I am a lifelong competitive runner and marathoner, and I had weighed the decision heavily on whether or not to take the leap with Peloton over another brand of reputable treadmills. I have been left extremely disappointed. This was a major investment for our family, and in the years we've had it, it hasn't even come close to being worth that cost.
Additionally, the quality of email communication we have received is the worst I have EVER experienced from a company. Highly automated, very poor grammar, missing punctuation... you name it. Here is one example of what we've been sent:
"...also if you have inconvenience or the technician does not arrive to your home you can re-schedule the visit...we are here to help you out correctly as you deserve, once the technician arrive to you home you can reply this email in order to rep-open the case."
And a second example:
"We are going to send back the tech to install another part!, since the system does show us the error and we are missing to replace the MCB you can schedule tech and track item here."
I'm at a loss for words. I have invested thousands and thousands of dollars to Peloton at this point – in both equipment and 5+ years of membership fees – to be met with this type of support. Meanwhile, I have a $3000 piece of equipment sitting here, unable to be used. I will NEVER recommend Peloton to anyone.
Reply from Peloton (North America)2026-05-19
Thank you for bringing this matter to our attention. We strive to provide premium support to each one of our Members, and it seems we dropped the ball. We apologize for your experience so far. A Member of our Team has reached out to you directly to get this matter resolved promptly, and we look forward to working with you until it is taken care of to your satisfaction. Please do not hesitate to reach back out anytime in the interim with any additional questions and we'd be happy to assist.
Horrible experience. I got an email I will be charged by this company for an app I cancelled a while ago. I went on live chat and asked not to be charged. I was assured I won't and I went on my way.
A week later guess what- I got a yearly subscription charge. I went on chat again. They assure me I don't have any active subscription even though they sent me an invoice and a receipt.
Completely clown company.
Reply from Peloton (North America)2026-05-28
Thank you for reaching out to us regarding your experience. We would love to be of assistance, but we were unfortunately unable to pull up any record of an account with the information provided - if you give our Support Team a call at (866) 679-9129 and provide your full name and the email your account is under, we would be happy to look into this further. Thank you!
First, very much enjoy the classes. But, they have deceptive marketing. I don't know what conglomerate owns them or if they care about their customers or veterans. On multiple occasions I have been double charged and never been given a refund at any point. At many times, I have requested a military/veteran discount, only to find out after I paid for my bike, that it's only offered for the app. Had I known this, I would have never bought my bike or joined peloton. I feel like my money was not worth it and a gym membership far exceeds paying to a company that passes their members off to the lowest denominator and nothing happens.
Peloton customer service and repair feel like a complete scam.
We purchased a Peloton treadmill for $2,975 on a 1-year payment plan. Almost to the exact day of our final payment—and right as the warranty expired—the treadmill stopped working with a “safety key error.”
What followed has been an absolute nightmare. Peloton has now sent:
A replacement safety key (didn’t fix it)
A new motherboard + technician (still broken)
A wiring harness + another technician (still broken)
A FOURTH part + a THIRD technician (still not fixed)
After all of that, the treadmill STILL doesn’t work.
Now we’re being told the entire handlebar needs to be replaced—an $800+ part, plus paying again for a technician—just to use a treadmill that is barely a year old.
So let me get this straight: we spent nearly $3,000 on a “premium” treadmill that broke right after the warranty expired, Peloton has thrown multiple parts and technicians at it without fixing the issue, and now they want us to pay hundreds more to maybe fix it?
This is unacceptable. A one-year-old treadmill should not completely fail like this, and customers shouldn’t be stuck paying the price for what clearly seems like a deeper defect.
Buyers beware—if something goes wrong, you may be on the hook for a very expensive problem with no real solution.
Peloton has no idea how to repair their own equipment. You'll spend half of the rest of your life on hold trying when it breaks. They want to throw your money and their parts at it. It is simply painful. I just can't believe how bad they are. Honestly. It's so disappointing that a company that has such a great platform is so BAD with the equipment. They sent a technician to my house and it still a guessing game with hundreds of dollars to try this or that because I moved my tread forward 10 inches. I have one last effort to try to repair it and then it's marketplace to rid myself of future agony. If you don't believe me, read the reviews. One day they'll be gone and wonder why.
NordicTrack
Sole Fitness
Merach US
Planet Fitness
Amazon
DeerRun US
Peloton (United Kingdom)
Noom