Peloton (North America)

small friesUnited States · 1 review · Experienced 2023-09-18 · Posted 2023-09-21

My husband passed away unexpectedly 3…

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

JamieUnited States · 3 reviews · Experienced 2023-05-14 · Posted 2023-09-19

Great instructors and choices of…

Great instructors and choices of content.

Purchase a treadmill when it was…

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

Robert ChiangUnited States · 1 review · Experienced 2023-08-21 · Posted 2023-08-21

I purchased Peloton bike on Oct 2021

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

Keep Pedaling

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

I like my bike and I’ve had it for over…

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

Pelotons' Customer Service is 3rd world and 3rd rate for a premium price

EDIT: I got off the phone on 26 July with one of the last AMERICAN agents. (I spoke to around 40 agents in this whole process, and only one or two native English speakers-- only about half of them seemed fluent. I didn't ask but one lady sounded American also) This American sounding guy was able to troubleshoot the computer with me and made it work. FINALLY. They are in the process of oversea-sing the customer service to third world countries such as Mexico. This will be complete in September. This is disgusting. This is a high-priced premium product. There is no reason except greed to overseas these jobs. The level of service that you get from an agent in US who has an education in English is far higher quality generally speaking. There was one really good Mexican agent too but like you bet they aren't getting US wages (obnoxious!). I'd like to see the customer service be brought back to the US at least for complex cases. The man I spoke to tonight was excellent. Why couldn't I of gotten him on my first call instead of my 40th? Have some pride. This is supposed to be a German product. German = quality no? Added a star because issue was resolved(?) ====== I purchased a Peloton Bike on 18 June. On 04 July they finally brought me something but not what I ordered. The delivery people plopped the bike in my home and rushed away. Immediately began to set up this bike. The handlebars wouldn't adjust. I then took a closer look: it was obviously used. I called Peloton this and they argued with me, gaslit me, and hung up on me several times so far during this experience. I spent around 16 hours either trying to chat or call with them then I finally spoke to an agent who agreed to have them swap out the frame (HOW GENEROUS), that was cancelled and spare parts to do with the handlebar were sent to my home, about 2 weeks later the technicians came only to confirm to me that it was a used bike and there is nothing they can do. Then I call back, spend another 4 hours on the phone for them to finally agree to send the frame. About weeks later the frame comes... Guess what? The computer doesn't work either. The technicians said that they sent an email to Peloton requesting the new part. I get some nonsensical message from saying that they heard everything went well. I reply back reiterating what the technician said and a day and a half later still no reply. I've now been on the phone with them tonight for two hours. Do yourself a favour, skip this company. What a disorganised, unprofessional, pathetic mess of a company.

I boast about Peloton

I boast about Peloton! I love the company, I love the products, loved everything about it. I have several machines and on the verge of purchasing the rower as well. At this point I think I may redo all my equipment!!! What is sad is that Peloton delivers everything except Customer service or care for their customer! So, my bike has not been able to be used since May with the recall. Getting information as to the bike is virtually impossible. So, I have been using my tread. Well that unexplainably stopped working. With little to no help from tec support except to pay for a tec, I finally gave in to pay for a tec to come to the house. I am not sure if anyone has gone thru this process. But what a nightmare. So, you call, and you have to pay for a tec to come to the home. I understand that. What I don't understand is that process to get the tec there. YOU PAY. Thier is no receipt for goods. Once you pay you wait 48 hours to get a confirmed process that they received your request. Once that happens then another 5 business days before someone calls to tell you someone else will call to schedule something. So, it could a MONTH before someone comes to my home. I received an email as well telling me to have the parts ready so when the tec comes out. What parts? My machine won't even turn on to know what's wrong with it to advise anyone, which is why I called to have someone come see it! Which they won't come out without parts. I am incredibly frustrated and can't workout. The complete opposite of what is the mantra to Peloton. The company needs to focus on the customer experience in a full spectrum!! As an avid lover of peloton and I am disappointed and now the company with their lack of customer service of care for satisfaction costed them a rower and a client. I have two pieces of expensive equipment that are essentially broken pieces of junk in my home. I am upset to say the least and that Peloton drops the ball and makes their clients wait with no answers, takes your money with no receipt or date of fixing something and just gives their employees a silly script to follow which is supposed to ease a client. PPPLLLLEEEEAAASSSEEE get real, customers want to be heard and their issues resolved so we can meet you back on the leaderboard!! I appreciate the response to call and I did. I got nothing accomplished. My tread is still broken at the fault of peloton and thier assembly. So they offered me 250 credit. The fault is on the assembly, so I guess peloton not only does not stand by their product or their installation. They just offer a credit and to call them for input. Here is my input my tread is broken because of your fault and you acknowledged it was your Installation but that’s my value 250 credit for a 900 piece. I choose not to fix it but find another tread that cost the same. I will also not purchase the rower and go with another company. The products are only covered when someone is hurt or dies since it hurts their bottom line or their stock market rating. Sad.

Recall saga continues

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

Drew BUnited States · 12 reviews · Experienced 2023-07-21 · Posted 2023-07-21

Lacking Customer Service and Mishandled…

Lacking Customer Service and Mishandled Customer Funds I recently had the unfortunate experience of dealing with Peloton for a billing support request, and I must say, it was a complete nightmare. First, they the wrong bike was ordered, which after realizing their mistake, I had to call and have it corrected, which resulted in them charging me for two peleton bikes. To make matters worse, they assured me on not one, not two, but three separate occasions that I would receive a refund for the duplicate charge. Yet, they never followed through until I pressed them further, days later. It's incredibly frustrating to be promised a refund multiple times only to be left hanging and wondering when it will actually happen. Even more infuriating is their lack of consideration for the inconvenience they caused. They did not offer any account credit or any form of compensation to make up for the trouble they put me through. They had several options to rectify the situation, but they chose the most inconvenient one for me, the customer. What's most disheartening is that they dragged out the refund process unnecessarily. Instead of taking responsibility for their mistake and processing the refund promptly, they prolonged the ordeal, making it a bigger hassle than it should have been. I can't help but feel like they don't value their customers' time and simply want to sweep their mistakes under the rug. To top it off, they informed me that it would take an additional 7-10 days before I receive the refund. So not only did they mess up, but they are making me wait even longer for the money they took from me by error. The whole situation is so frustrating that I'm tempted to dispute the charge with my payment processor, just to get a quicker resolution. It's a sad state of affairs when the most efficient way to get your money back is by making them explain their incompetence to someone else. Overall, Peloton's customer service and handling of orders are abysmal. They have shown a strong lack of accountability and empathy towards their customers.

Dishonest Price Policy, Bad Customer Service

Bought the bike from their official store for 1445, had it delivered, two days later it went on sale on their Official Peloton Store page on Amazon for 1145 as a Prime deal. Despite having a price match policy, they passed the buck to Amazon even though this was on their official store page and refused to refund the difference. Peloton has a 100% refund policy and would rather waste time and money having me return it and repurchase it over honoring a price on their official store page on Amazon. Silly, dishonest, and frustrating. UPDATE/EDIT: The response from Peloton below is a perfect example of how they work. Apparently the person responding is the same one that designed their seat. 1. Even in a world where you have no control over a promotion on Amazon, you have control over how you respond to customers. 2. Sellers on Amazon enter an agreement with Amazon, and they are acting like innocent bystanders with no connection. Peloton also has a price match policy they conveniently ignore with this promotion. 3. If I was to return the bike and repurchase on Amazon to get my $300 back, the amount it will cost Peloton to pick up my bike that they already delivered and assembled, and deliver a new one, exceeds the amount it would cost them to grant me a refund of $300. 4. The online agent already had canned language ready to go to respond to a request like this, so Peloton knowingly chose to refuse price matching on this promotion.

Love the variety of everything

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

I love My Peloton

I love My Peloton. The quality of the bike, the instructor lead classes and the entire experience. I’ve lost 20 pounds since getting My Peloton and kept it off. I am a huge fan and could not be without My Peloton. I just wish there were more bikes available when traveling.

My husband and I had such a fun studio…

My husband and I had such a fun studio experience with Bradley! He was so energetic and made class both challenging and fun. He is such a nice guy and so glad we got to meet him after!

I have enjoyed riding my Peloton bike…

I have enjoyed riding my Peloton bike and the classes offered. I've been having health issues so haven't been able to ride for several months. Also, still waiting on the replacement post. Thanks

I enjoy the Peloton platform

I enjoy the Peloton platform. It's easy to use, and has more than enough programming and options. I am not just limited to my bike. I like that I can use my phone or tv hen needed.

Recalls and horrible customer service

The bike seat was recalled and hasnt arrived in over 6 months… I like the actual bike but everything regarding business operations is trash. Edit after company reply: We’ve been chatting with the member service team and we have yet to receive an adequate solution. I’m a disabled veteran whom is being forced to pay for your product while you refuse to send the recalled piece and make the product safe to use. Your solution is I cancel my membership and not use the bike I paid for? Y’all are an absolute mess and in disarray. You need to make things right.

varied platforms as one progresses into…

varied platforms as one progresses into his 80's

My product was not delivered.

Love my peloton!

Love the variety of classes and instructors. The challenges are fun and help with engagement. The community is wonderful.