Received a damaged bike
Received a damaged bike, spent hours with unprofessional customer service that promise to call back and never do. Worse possible customer service on product that arrived damage and they admit that it’s damaged.
About Peloton (North America)
Data updated- Website
- onepeloton.com
- Category
- Sports
- Location
- United States
- Status
- Unclaimed
- Last 12 months
- 51 reviews
- Replies to negative
- 63% (66/104)
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About this business
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 generatedMost 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.What people say
Equipment and support is awful
Equipment and support is awful. Cadence breaks only works backwards making for a very expensive piece of garbage I have to pay to have hauled to the dumpster where it belongs.
Strentgh app is great
Strentgh app is great! Especially with the new chase sapphire reserve $10 a month credit that makes it free.
DO NOT TAKE A FREE TRIAL… SCAM!
DO NOT TAKE A FREE TRIAL… SCAM!! I signed up for a free trail in June 25 …and tried to cancel it within the free trail period but they are still taking my monthly £28.99. I have: Emailed peloton support Cancelled via the app Tried to cancel via Apple Pay And today they took another £28.99 a month again. So far a free trail has cost me £144.95! And I’m going to have to pay again next month too unless someone steps in?
Jess King and Peloton save my Life.
Jess King and Pelton save my Life.I've been a Happy Customer for 5 years.
Reply from Peloton (North America)2025-10-28
Thank you for your wonderful review! We're thrilled to hear that you're enjoying your Peloton. Happy riding, and let us know if you have any questions or need support along the way!
It is impossible to cancel one’s…
It is impossible to cancel one’s account via the app. My teen decided that she didn’t want to continue. I have two masters degrees and cannot figure out how to cancel my account. I’m going to have to manage this thorough my credit card company. Peloton was an amazing product five years ago, but now the company has become completely unethical. From someone who has completed ~400 workouts… run for your life. DO NOT TRUST THIS COMPANY
Reply from Peloton (North America)2025-10-27
We apologize for your experience so far, to cancel the Membership the Account holder can do it on there end on our website. Go to onepeloton.com/mymembership and log in with the primary account holder's credentials. If your having issues canceling it there the primary account holder can call our Member Support at 1.866.679.9129 and request a cancelation that way.
Save
Updated: Peloton has repaired the tread at no cost. I have had a peloton tread for just under two years. The safety key came out as per normal operating use and now the tread no longer works. The cost to “fix” this is ridiculous and should be covered under warranty as it is not due to wear and tear or misuse. I have been trying to escalate this issue and have spent almost three weeks following up on call backs that never come. Given the cost of the tread plus the monthly fees I would have expected a much better experience with that is supposed to be a trusted brand. Think twice about purchasing the tread and strongly consider going with another brand that backs up the quality of their products. Fast forward, it’s been another five weeks and I am still waiting for my parts to be shipped. Every time I contact peloton I can not find a human that can answer when these parts will ship. I wish I could get the same run around on my tread that Peloton is giving me.
Bad equipment, bad experience
UPDATE: Peloton has corrected this issue. I bought a peloton treadmill a few years back, used it about eight times after that, the screen broke. Contacted peloton about the broken screen said it was a few months out of warranty so I’d need to buy an additional $600 screen in order to continue to use my $3000 peloton. After calling peloton and explaining the situation that the machine couldn’t be used instead of canceling my peloton subscription peloton continue to charge me for over a year.
Reply from Peloton (North America)2025-10-24
Thank you for bringing this situation to our attention, and we sincerely apologize for the extremely frustrating experience you’ve had with your Peloton Tread and your membership. We have reviewed the details of your call regarding the unresponsive screen. Our records show that when you first contacted us about this issue on October 8, 2024, your Tread was indeed two years outside of its original warranty period. We know this is disappointing news, but once the warranty expires, any necessary repairs or replacement parts are at the Member's expense, which is why you were quoted the current out-of-warranty price of $650 for a replacement screen. We are very sorry to hear that your membership continued to be billed after you requested cancellation. We have investigated the call logs and found that the agent you spoke with did promise to cancel your subscription at that time, and we sincerely regret that this action was not completed. We are taking immediate action to correct this: Your Peloton Membership is now canceled, and we will honor the agent's commitment and issue you a full refund for all membership charges incurred since you first requested cancellation. Please allow 5-10 business days for the refund to process and appear on your statement. If you would like to get your Touchscreen back in working order we recommend reaching out to our Member Support Team at 1.866.679.9129.
Admitted to fraudulently double charging me…
Update - customer service got in touch and escalated this issue and have agreed to repay the money owed. Adjusting from 1 to 3 stars. Original experience. Peloton have been double charging me for the last 15 months. In total overcharging me by more than $800. While they admit to overcharging me - they have refused to repay the overcharged amount - and have instead asked that I dispute the charges with my bank as fraudulent charges (presumably so that they can rely on the bank's insurance company to avoid having to pay amounts that they admit have been fraudulently overcharged). I might expect this sort of treatment from a sketchy scam site - but it is unfathomable from a publicly listed company. I am cancelling my subscription and will have to pursue the money they owe me through legal means.
Reply from Peloton (North America)2025-10-21
We apologize for any frustration this may have caused. Peloton is dedicated to ensuring a positive experience for our Members. According to our Membership Terms, if the Member thinks they have been incorrectly billed for a Peloton Membership, they should inform us within 60 days of the billing date by reaching out to Member Support. However, we would be more than happy to try and reach an alternative resolution - a Specialist has reached out via email and will continue to work with you.
Refurbished Bikes Not Inspected
**Update** Peloton reached out and resolved the issue which I appreciate. I really want to love this company and I enjoy their programming, but I've had a terrible experience with their refurbished bike program. I struggled to afford a regular bike so purchased a refurbished one, particularly because they advertise them as being thoroughly inspected and held to a high standard. The bike, upon delivery, wouldn't even power on and the screen flashed green and pink. After some lengthy back and forth, they agreed to replace it with another refurbished bike. The pedals click, the seat post collapses, the screen glitches. I've tried to make do because of the initial hassle (at least this bike turns on) but it's a misery to use. What are the odds that I've been sent TWO uninspected bikes? One of the techs who came out said it looked like I rode the bike often due to how stripped the pedals were, and I'd had it less than 2 months. Today I called and asked if I could pay the difference with my own money for a new bike. The customer service rep was sympathetic and acknowledged all the documented issues but said no, it was final sale, zero recourse available. She kept placing me on hold to speak with her manager about the situation, but when I asked to speak with the supervisor directly she said no because they were "there all alone". At this point I think I'm going to file a chargeback and a complaint with the BBB as the bikes clearly weren't inspected as promised. Save yourself the headache and choose a more honest fitness company.
Reply from Peloton (North America)2025-09-17
Thank you for your review. This has been brought to our attention and a Member of our team has been in touch with you to schedule a call. If you have any further questions or concerns, the agent that you have been in contact with will be your primary point of contact.
Tread plus screen is terrible.
I have had the bike for years but admittedly I have never used it regularly since I am more of a runner. So I bought the tread plus maybe a year and a half ago and I regret it immensely. I have had issues since the very beginning with the screen. It loses sensitivity and when you cannot use the touchscreen, you cannot unlock the tread to use it or do anything. Every single time, I have to reset it in order for it to work again. Sometimes it is fine for a few days before I have to do it again, but then I have days like yesterday where I had to do it 4 times. I have been calling Peloton and although the customer service agents have always been nice and apologetic, all I want is a machine that works. My worry is that when the warranty is done, I will just have an expensive piece of junk laying around. A quick Google search shows that many people have this same issue. I have had the screen replaced once and then once had someone come and change some hardware. But the issue keeps happening, which means something is wrong with MANY screens. Peloton should issue a recall and give us the option to return the tread plus. Someone was supposed to come a couple of days ago to replace the screen again and the guy never showed up. No call or anything. And when you call Peloton, they cannot help since they use a third party. And the last time the guy came to assess the situation, he was 2 hours late without any apologies and just came in and did not even touch the monitor. We just told him our issues and he said it needed to be replaced and that we would have to schedule another appointment for that. What a royal waste of time! I work and do not have time to just keep on waiting around for technicians! I wish I knew all this before and would have invested in a quality machine. This one is terrible and the company refuses to properly address the issues.
Reply from Peloton (North America)2025-09-09
We appreciate the feedback from the Member regarding the Tread. We acknowledge the Member's concern about the necessity of a Touchscreen installation for the Tread. We are actively collaborating with the Member to address this issue promptly and have provided them with the scheduling link to arrange the Service. In the meantime, if the Member has any questions or concerns, we encourage them to get in touch.
Completely disappointed with their product and resolution
**** Edited- Received a response from Peloton letting me know that they will contact me and it’s been 20 days and still no contact. Extremely frustrating. Completely disappointed with their product. I have both a Tread and Bike, and finally paid off the tread. Within 2 days of paying off the tread, the bottom portion of the monitor stopped working. I called peloton right away and they told me I will receive a call from someone to do some additional troubleshooting. Instead, I received an email saying I have to replace the monitor and it’ll be 650 for the replacement plus another 150 for a tech to come out. Today I had to call again because of a system with the Internet and I was unable to resolve it and had to do a hard reset. Again they told me they can give me $100 off, but I will have to pay for a monitor replacement. This is ridiculous and now I’m paying for a product that I cannot use fully and according to some of the Comments and reviews below, it seems to be more of a widespread issue and should be a recall. Very disappointed as I have been a member for over four years.
Reply from Peloton (North America)2025-09-02
Hello Julie, Thank you so much for taking the time to leave a review, we really appreciate the feedback. We’re sorry to hear about your recent experience. We have looked into your situation, and while the information provided by our Support Team is accurate due to your out-of-warranty status, we would be happy to work with you further to find a solution. We are currently looking into this - please expect a phone call from us within 24-48 hours. We look forward to reaching a prompt resolution.
Peloton Ignores Known Screen Defect
I have been a loyal Peloton user for years. I own both the Tread and Bike, maintain a full membership, and was even selected to field test products for them. I purchased my Tread in December 2021 expecting premium quality. In 2023, the bottom half of the touchscreen stopped responding. I adapted by using a filter button that was still accessible. But a software update moved that button into the broken portion of the screen, making the Tread unusable. Peloton acknowledged my loyalty but refused to take responsibility. They offered me 25 percent off a new screen and free installation. I declined. I was not asking for anything free. I just wanted to keep using the machine I paid thousands of dollars for. A support rep told me they do not currently have an issue of defective touchscreens or a recall, even though I have gathered extensive documentation of others experiencing the same issue. That statement was misleading and dismissive. I also attempted to post a review on their website three times. Each time it failed at the email verification step. This raises serious concerns about Peloton suppressing legitimate customer feedback. Peloton built its brand on community and trust. That trust is now gone. If this is not resolved fairly, I am prepared to escalate it through legal channels.
Reply from Peloton (North America)2025-07-21
Peloton is committed to providing our Members with the highest quality customer support. We have reviewed the Complainant’s report and determined that the Member's Peloton Tread has been out of warranty since December 13, 2022. Despite this, Peloton has made multiple good-faith efforts to assist, including offering (1) a discount on a replacement Tread Touchscreen, and (2) to waive the Technician visit fee. We are currently awaiting a response to the above offer, and will continue to work with the Member through our internal Executive Support channels to find a workable solution.
They have almost completely nonexistent…
They have almost completely nonexistent customer service support. They advertise different prices than appear at checkout (fraud!), then promise to fix it after purchase, then refuse to do so (fraud again!), then never respond to support inquiries. Never. Ever. Buy clothes from them. NOTE: Response below is not correct nor relevant; the new “supervisor” read maybe 1 email in the 4 email thread and clearly ignored the initial email with screenshots and ignored the previous reps statements. More uselessness.
Reply from Peloton (North America)2025-06-22
Hello, Thank you for your feedback. We understand your concerns about your apparel order and would like to clarify that all items are subject to the sales applied. We recognize how disappointing it can be when members check out and notice discounted amounts on items compared to their original prices. Please note that the 50% off sale at the time of your purchase did not apply to certain items in your cart. Only the items that were part of the sale received the discount during checkout. We provide this information on our website for members to review and access at onepeloton.com. We appreciate your feedback as we work to improve our service and support experience. Thank you for your understanding.
Broken Tread - No Help
I bought a Tread three months ago and it was broken when it was delivered. The delivery men could not get it to work, so they left me to call up the company. I got it working but it was making a loud banging noise. It eventually subsided. A technician was scheduled to come to my house to take a look at it. In the meantime, I was able to use it but it stopped abruptly twice on me and said, 'error' on the screen. I had to shut the whole thing down. I am too afraid to use it now as I may get injured. The technician came to my house but never ordered the replacement parts! It has now been 6 weeks. I called the Peloton service line and they had me register for ANOTHER technician to come to my house, which I did, but no one arrived. I had asked for a new Tread but was told that was not possible. I asked to speak to a manager but was told that probably wouldn't happen either. So now I'm left with a broken Tread that I paid $3,000 for and I don't know how or when this situation is going to be rectified.
Reply from Peloton (North America)2025-05-26
We have reviewed the Member’s concerns regarding their Tread as well as the delivery and repair process. We sincerely apologize for the experience and the frustration caused by the delays, miscommunication, and repeated service appointments. We recognize how disappointing this has been, especially after looking forward to using the product. Our Support team is actively in contact with the Member and is working to provide a timely resolution.
Software fails all the time
Software fails all the time. Horrible experience. Crooks
Reply from Peloton (North America)2025-05-18
We would like to first apologize for any negative experience you have had. We understand how frustrating this can be. We are here to offer a resolution for any issues you may have. Please also note that our Member Support team is always here to help. You can reach us via email at [email protected] or via phone at 866-679-9129.
Horrible company and horrible customer…
Horrible company and horrible customer service. Took me months and multiple schedule changes to get the tread+ setup. Customer service is non existent and they treat you like a bother if you can get someone on the phone. Avoid at all costs
Reply from Peloton (North America)2025-04-28
Thank you for sharing your experience. We’re sorry to hear about the delays and frustration you encountered with your Tread+ setup. We understand how disappointing this must have been and appreciate your feedback as we work to improve our service and support experience.
Horrible service do not buy from them…
Horrible service do not buy from them you will regret it
Reply from Peloton (North America)2025-03-12
We would like to first apologize for any negative experience you have had. We are here to offer any form of resolution for any issues you may have. Please also note that our Member Support team is always here to help and can be reached via email at [email protected] or via phone at 866-679-9129.
So happy I took the plunge and bought a Bike.
I bought a refurbished Peloton Bike nine months ago and it has been one of the best decisions I've ever made. I use the bike several times a week. It's definitely an investment money-wise but absolutely worth it. The delivery guys carried the bike into my home and fully installed it so I could get started right away. Even though it is refurbished, the Bike looks completely new and is sturdy, fully adjustable and rides smoothly. It came with a user manual and when you first start you get online guidance on how to adjust your bike to your body measurements. I got the Peloton cycling shoes as well, and a padded saddle cover as the Peloton saddle is a bit hard. I always wear padded cycling shorts for extra comfort. I can recommend the Peloton All-Access membership to go with the Bike: the classes are fun and uplifting and I always feel energised after a workout. There are thousands of classes to pick from with different music styles and instructors who bring their own personality and structure to the table. I contacted the customer service a couple of times with a question and they have been very helpful. Honestly, I can't fault this company.
Reply from Peloton (North America)2025-03-12
Thanks so much for taking the time to leave a review, we appreciate the positive feedback. We will be sure to pass your comments on to the relevant teams. Please also note that our Member Support team is always here to help and can be reached via email at [email protected], or via phone at 866-679-9129. Thank you for being the best part of Peloton!
Purchased a Treadmill 2 months ago
Purchased a Treadmill 2 months ago. It stopped working and they couldn't get anyone out for a week to look at it. Finally, tech got there and can't fix it. Tells us it was damaged upon delivery. PELOTON'S DOING NOTHING. THEIR PRODUCT-----I'M PAYING FOR. THEY TELL ME TO HANDLE IT WITH THE DELIVERY COMPANY. the company doesn't even have my information. They need to replace it.
Reply from Peloton (North America)2025-03-06
We understand how frustrating this must be and appreciate you sharing your experience. We recognize your concerns regarding the delivery and repair process and know how important it is to have a functioning treadmill. A member of our Support Team will be reaching out to assist you.
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