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 had a heart procedure and my dr recommended a treadmill. My wife ordered me a peloton tread plus. Peloton comes back with a April delivery. Time is of the essence with my health. I called peloton and nobody cares. Finally Alex from peloton said it was up to JB Hunt and gave me their number. They could not have been more short about this, like good luck but we won’t help. They do not care. When someone has a Dr order saying it is needed and they do nothing it tells me an awful lot about the company. So disappointed and trying to figure out what I want to do. I thought peloton was better than this, though I knew JB Hunt had a bad reputation.
Eddie Nester/Ringgold Ga
Beware the delivery companies Peloton uses! I've had similar experiences as others have mentioned here. The first time the delivery company came they didn't have all the parts for the bike. They originally told me they would be back the following day. That then turned into a week. Then they "lost" my delivery on the day it was supposed to come, even though they left me a voicemail message saying they were on their way! Meanwhile weeks keep going by and I have a half assembled bike in my living room. Peloton themselves won't do anything and just blame the entire thing on the delivery company. Way to pick your vendors guys! At this point I'm about ready to just call my credit card company and tell them the charge was fraudulent since I still don't have a working bike!
Update 2/12/25: I've had multiple interactions with Peloton since this review. I finally thought we'd worked something out. They agreed to send a replacement part for no charge. However, they then sent the wrong part. Now it's looking like it might be another 2-3 weeks, meanwhile my bike continues to sit unusable in my living room. They did offer me a partial refund and they are not billing me for the service until this is resolved. It's still been a crazy experience though.
Reply from Peloton (North America)2025-02-12
Hi, thanks so much for taking the time to leave a review; we appreciate the feedback, and we’re sorry to hear about the delivery experience from the delivery team. This is not the experience we would want for our members. Please feel free to contact our team and provide your information. Someone will be more than happy to assist you. In the meantime, if you have any additional questions or concerns, please reach out at 1-866-679-9129. Thank you again for being an important part of Peloton! Together, we go far!
Over a month for repairs, and tech given wrong info by service rep
We called Peloton to have three repairs done to two bikes we own. We were given one two hour window on just one repair day three weeks in the future (no other days or times were provided - take it or leave it).
When the tech arrived, he had just one of our three repair orders in his record. He also stated he had just driven four hours to get to our address, as Peloton has ZERO techs actually in Milwaukee, despite a metro population of over 1 million. He stated he could not do the other two repairs. I asked him if we could call Peloton to get them authorized while he was here.
He said, "No. We do no same day requests. I'll lose my contract if I do anything not in my record from corporate. And, no, you can't call them now to get it." I called Peloton after the tech left.
They had no idea why the tech had received only 1 of our 3 needed repairs when we made our service order. Peloton had mailed us a part for each of the 3 repairs, so clearly corporate had them in their system, yet that info was not relayed to the tech, who drove four hours to get to our house, then refused to do the three repairs we'd ordered, despite our having the three parts. The Peloton service agent then informed us that the only option for the tech to return to do the three repairs was three weeks away, and again, we were given only one day as an option, this time with two possible two-hour service windows. Given our experience, there was no way to speed up the tech's return.
So... We will have waited six week to get our bikes repaired when, I'm guessing, the same tech will drive four hours to reach a major metropolitan area with a population of 1 million, hopefully this time with the correct order details from Peloton, to repair our bikes. Peloton service agents tell us "We have no choice.
We must accept what the third party servicers give us." When a customer pays thousands of dollars more for a "premium" brand, Peloton management should have some choice on how and when third party tech repair people engage in repairs, no?... Otherwise, it seems the tail is wagging the dog, and the expensive price tag of a "premium" product becomes a misleading veneer for something worth less.
Reply from Peloton (North America)2024-12-14
Hi, thanks so much for taking the time to leave a review, we really appreciate the feedback. We’re sorry to hear about this and we would love to turn your experience around as soon as possible. Our team is currently looking into it and will reach out to you directly to help get you back on track. In the meantime, if you need anything else at all, please do not hesitate to contact us on 866-679-9129, or email [email protected]
If you have never used the Peloton App, treadmill or bike, you are missing out. This company has the best equipment on the market. The screen, the sound, the usability of their equipment is wonderful. The classes and instruction from yoga to barre to weights to hikes to walks to runs to whatever you need is geared to make you healthier and building your strength starting at any level that suits you. They offer various experiences (scenic, video, etc) and really helpful instructors who coach you or you can easily connect to your Kindle, Netflix, etc. The app also is easy to use outside without the equipment which gives you many options. The app is probably best on the market but so is their equipment. The Peloton team is the best! If you haven't tried it, 2025 is your year to try!
Reply from Peloton (North America)2024-12-15
Thank you so much for your recognition of the hard work of our Peloton team and the wonderful quality of our products. We understand that each Member’s experience is crucial, and we strive to ensure that every interaction is handled with professionalism. Your feedback and satisfaction are our top priorities, and we really appreciate you taking the time to share your positive experience with us. We are so glad to have you as a Member of the Peloton Community, and cannot wait to see you on the Leaderboard!
I have previously owned a Peloton Tread and returned it due to recall. I just purchased an new tread and was told to reactivate app it would be $24 per month with 1 free month. When I went on to reactivate it was $44 per month and no free month. I called consumer service and they told me it was too bad I received the incorrect information but there is nothing they can do. Terrible customer service. If conversations are recorded they could easily verify I was given the incorrect information.
Reply from Peloton (North America)2024-12-14
Hi, thanks so much for taking the time to leave a review, we really appreciate the feedback and we’re sorry to hear this information was not properly communicated to you initially. We’re always looking for ways to improve our products, services and the experiences that we deliver to our Members, and we love to build solutions based on your feedback! We will be sure to pass your comments on to the relevant teams to ensure that all of our agents are providing our Member's with correct information. Thank you again for being an important part of Peloton! Together we go far!
Their user's guide says there is a pause button to pause the workout. However, there is no pause button. I've had a dozen emails back and forth and tried everything they've ask but nothing gives me a pause button. I've ask for a picture of the screen showing the pause button and they said they cannot provide one. How could a company make a piece of exercise equipment that you could not pause a workout, especially one of the most expensive lines of equipment. I've never had an exercise bike that didn't have a pause.
Worst live customer service you will ever experience in a company. They will cancel your delivery, blame the company they contracted, let you take off work, lose a day's pay and say they can do nothing about it. You can't even get a real manager on the phone. They suck, plain and simple.
Spend your money this holiday season at with NordicTrack a company that will at least step up when something happens to make it right... for the CUSTOMERS.
Let this garbage company DIE a slow death in bankruptcy and let the terrible argumentative customer service agents join the ranks of the unemployed where they belong.
Terrible company. No wonder they’re going out of business！
I rented a Bike+ from Peloton on their program to try out the bike. It was delivered to me and not setup as promised. Not only would the delivery people not work with me on whether I could be home or not they just dropped it off incomplete. I tried to put it together but there were no instructions on how to do that. Support was no help at all so I just returned it. I’ll go to the gym At least they will do what they say and deliver on promises.
Reply from Peloton (North America)2024-12-09
Hi Ke, thanks so much for taking the time to leave a review, we really appreciate the feedback and we’re sorry to hear this. We’re always looking for ways to improve our products, services and the experiences that we deliver to our Members, and we love to build solutions based on your 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 on 866-679-9129
Terrible customer service. They sent me a bike that was supposed to be put together upon delivery. It wasn’t setup at all. I called in and chatted with customer service. Latoya F. didn’t seem to care about my experience. She kept trying to blame the delivery company but I’m not sure how that is my fault. Peloton can’t live up to its promises. It’s no wonder this company is going out of business. Save your money.
I moved to a rural area that didn’t have good gym options. I rented a Peloton bike and loved the classes. I also did strength and yoga classes and really liked them.
I love the bike and the classes, but this experience left me super disappointed. Ordered an expensive weight set over a week ago from Berlin, with the shipment timeframe marked 2-3 days. No update on the Peloton tracking page. After a couple of days, I emailed their customer service for an update, no response. One week later, I used the German chat box on their website, and the associate told me there was a delay with the shipping company, and that she would send me an update email (never received). Finally, I sent ANOTHER email to their customer service and got this response 😆:
"Please excuse the delay in our response. I checked in the system and I could see that your order was already processed on our side. According to the tracking system, the delivery company should get your order to you today, Monday at the latest. I can't give you a specific time, but I'm sure they will be contacting you to coordinate the delivery."
Which company, which tracking system since the Peloton tracking page provides no info? This is unacceptable...will avoid ordering additional gear from here on.
Reply from Peloton (North America)2024-09-17
Hi, thanks so much for taking the time to leave a review, we really appreciate the feedback. We’re sorry to hear about this and we would love to turn your experience around as soon as possible. We emailed your tracking information a couple of minutes ago! If you need anything else at all, you may respond directly to that email. Alternatively, please do not hesitate to contact us at 866-679-9129, or email [email protected].
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.
Reply from Peloton (North America)2024-08-21
Hello, Thank you so much for taking the time to leave a review, we appreciate the feedback and we’re sorry to hear this. We’re always looking for ways to improve our products, services, and the experiences that we deliver to our Members, and we love to build solutions based on your feedback! We will be sure to pass your comments on to the relevant teams.
Theyve been spamming survey sites looking for feedback and reviews and theyve designed their surveys to decline payment at the end of each one. Nothing like stealing time and money from people that you hope will give positive feedback.
Reply from Peloton (North America)2024-08-21
Hello, Thank you so much for taking the time to leave a review, we appreciate the feedback and we’re sorry to hear this. We’re always looking for ways to improve our products, services, and the experiences that we deliver to our Members, and we love to build solutions based on your 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
This my 7th time calling Peloton customer service
Don’t buy peloton anything they don’t stand behind the product
Reply from Peloton (North America)2024-07-13
Hi, thanks so much for taking the time to leave a review, we really appreciate the feedback. We’re sorry to hear about this and we would love to turn your experience around as soon as possible. Our team confirmed they were able to reach out to you directly to help get you back on track. In the meantime, if you need anything else at all, please do not hesitate to respond directly to the Specialists working your case.
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.
Reply from Peloton (North America)2024-06-08
Thanks for taking the time to leave a review. We appreciate the feedback and apologize for the issues. Your case will be sent to the correct department to assist with resolution. In the meantime, if you need anything else at all, please do not hesitate to contact us on 866-679-9129, or email [email protected]. We are here to help, and your satisfaction is our top priority.
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.
Reply from Peloton (North America)2024-05-10
Thanks so much for taking the time to leave a review, we appreciate the feedback. We’re always looking for ways to improve our products, services, and the experiences that we deliver to our Members, and we love to build solutions based on your 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
Bike is fantastic, required membership plan is a dealbreaker for me
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.
Reply from Peloton (North America)2024-04-24
Thanks so much for taking the time to leave a review, we appreciate the feedback. We’re always looking for ways to improve our products, services, and the experiences that we deliver to our Members, and we love to build solutions based on your 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
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.
Reply from Peloton (North America)2024-03-10
Hi Denise, thanks so much for taking the time to leave a review, we really appreciate the feedback. We’re sorry to hear about this and we would love to turn your experience around as soon as possible. Our team is currently looking into it and will reach out to you directly to help get you back on track. In the meantime, if you need anything else at all, please do not hesitate to contact us on 866-679-9129, or email [email protected]
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.
Reply from Peloton (North America)2024-04-24
Thanks so much for taking the time to leave a review, we appreciate the feedback. We’re always looking for ways to improve our products, services, and the experiences that we deliver to our Members, and we love to build solutions based on your 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
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
Reply from Peloton (North America)2024-03-05
Hi, thanks so much for taking the time to leave a review, we really appreciate the feedback. We’re sorry to hear about this and we would love to turn your experience around as soon as possible. Our team is currently looking into it and will reach out to you directly to help get you back on track. In the meantime, if you need anything else at all, please do not hesitate to contact us on 866-679-9129, or email [email protected]
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