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.
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!
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
Loving it! The tread classes are great. But so are the strength training ones. Can't wait to do more
Reply from Peloton (North America)2024-02-02
Hello,
Thanks so much for taking the time to leave a review, we really appreciate the feedback. 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]
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.
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
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.
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 think your customer service is terrible trying to order a part they transfer me all over bad bad bad
Reply from Peloton (North America)2024-01-24
Hi, 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
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!
Reply from Peloton (North America)2024-01-24
Hi, 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
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
Reply from Peloton (North America)2024-01-07
Hi, thanks so much for taking the time to leave a review, we really appreciate the feedback. We would really like to try to turn this experience around for you. You should receive a private request for more information so that we can look into your case. Once we receive this information, our Member Support team will look into the case and help get you back on track, or, if you prefer, you can contact the team directly at [email protected] or on 866-679-9129
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.
Reply from Peloton (North America)2024-01-06
Hi, 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
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.
Reply from Peloton (North America)2024-01-08
Hi, thanks so much for taking the time to leave a review, we really appreciate the feedback. We would really like to try to turn this experience around for you. You should receive a private request for more information so that we can look into your case. Once we receive this information, our Member Support team will look into the case and help get you back on track, or, if you prefer, you can contact the team directly at [email protected] or on 866-679-9129
Peloton refused to stand behind offer provided in writing.
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.
Reply from Peloton (North America)2023-12-31
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]
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.
Reply from Peloton (North America)2023-12-19
Hi, thanks so much for taking the time to leave a review, we really appreciate the feedback. It looks as if the issue has now been resolved. If you’re still experiencing issues, please contact our Member Support team on 866-679-9129 or email [email protected] You can also find answers to frequently asked questions on our support site, or chat with a support agent at support.onepeloton.com
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.
Reply from Peloton (North America)2023-12-15
Thank you for your patience while we responded to your inquiry. Thanks for taking the time to share your experience with our support team. We apologize for the inconvenience. The feedback you provide to us is extremely valuable to us, and we strive to rectify any problems as soon as possible.
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.
Please feel free to contact us if you have any additional questions and our Team will be happy to help!
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.
Reply from Peloton (North America)2023-12-11
Hi, 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
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....
Reply from Peloton (North America)2023-12-11
Hi, 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
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.
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.
Reply from Peloton (North America)2023-12-11
Hi, 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
Dictators, do not buy bikes here, they want your 3 years old kids be LGBT members on the contract
Reply from Peloton (North America)2023-12-11
Hi, 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
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….
Reply from Peloton (North America)2023-10-23
We are very sorry to hear about this experience that you have had with our Member Support Team, and delivery Team. Our Member Relation's Team has just reached out to ensure that this is handled correctly and as quickly as possible.
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.
Reply from Peloton (North America)2023-10-04
Hi, thanks so much for taking the time to leave a review, we really appreciate the feedback. We would really like to try to turn this experience around for you. You should receive a private request for more information so we can look into your case. Once we receive this information, our Member Support Team will look into the case and help get you back on track, or, if you prefer, you can contact the team directly at [email protected] (mailto:[email protected]) or on 866-679-9129.
Worst tech support and machinery. Fraudulent company
Reply from Peloton (North America)2023-10-04
Hi, thanks so much for taking the time to leave a review, we really appreciate the feedback. We would really like to try to turn this experience around for you. You should receive a private request for more information so we can look into your case. Once we receive this information, our Member Support Team will look into the case and help get you back on track, or, if you prefer, you can contact the team directly at [email protected] (mailto:[email protected]) or on 866-679-9129.
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