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.
There should be 2 plans for people like me who use my bike once a week or so. I pay almost $50 a month for nothing. Yes, I'm lazy. I have 3 family members who dropped their membership because of the cost because they weren't active. They would've moved an all access membership to a limited membership. We all bought our Peleton during Covid, so things are different now.
Reply from Peloton (North America)2023-06-21
Hi Stephanie, thank you 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 building 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] (mailto:[email protected]) or via phone at 866-679-9129.
Instructors are great and have distinct enjoyable personalities. I mostly ride but have also been enjoying the workouts on the app. Workouts are challenging. Love the power zone rides and enjoy the live classes when I have time to participate.
I enjoy the content and the variety of instructors and programs to choose from.
Three areas for improvement -
1) A huge mixed message of “don’t use your bikes until further notice”and “ it’s going to take 6-8 weeks to get the replacement bike stem to you.” If you’re going to announce a product fix, have sufficient replacements ready. Otherwise you’re opening yourself up to more criticism (and lawsuits).
2) Allow programs to be sorted by year created. I’ve taken to riding all of the older rides, but it takes forever to scroll through everything to get to the ones from 2019.
3) Adding more pre/post-ride stretches (especially pre-ride).
Introduction of the app that allows me to bike or walk or run outside and still track and still get peloton credit was critical to keeping me as a customer. The indoor bike is great…but not all the time.
The classes are great. The email I received about the survey referenced my use of my peloton row, but I don't have one. I signed up for the replacement part for the recall on the bike seats and found out that mine might be shipping in December 2023, over 6 months from now. That's very disappointing. If the classes weren't good, I'd be canceling my subscription.
Reply from Peloton (North America)2023-06-21
Hi Kim, thank you 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 building 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] (mailto:[email protected]) or via phone at 866-679-9129.
The overall bike and platform have been great. It keeps you motivated and the instructors do a great job making the rides both tough and fun!
The service department isn't the best.
I am deeply disappointed by the four-month wait for a replacement piece following the recent recall. This delay is completely unacceptable, particularly for heavy users like myself who rely on your product. I urge you to prioritize speedy resolution for affected customers, ensuring their safety and satisfaction. Take immediate action to expedite the replacement process and demonstrate your commitment to customer care. I expect a swift response and resolution.
Reply from Peloton (North America)2023-06-18
Due to high demand, some of our Members will experience longer delivery times than we would like. Please know our team is working hard to fulfill all orders and working closely with our supply chain partners to increase production of seat posts in order to meet demand as quickly as possible.
We are prioritizing fulfillment based on the following criteria and the Member data we have on file as of Thursday, May 18, 2023:
1. Members who are above 250 pounds (113 kg) and Members who are taller than 5’10” (178 cm) with unknown weight in their profile.
2. Members without height and/or weight information in their profile, or in usage environments where that information may be unknown.
3. All other Members requesting seat posts.
We expect Members in Group 1 to receive their replacement seat posts no later than Friday, June 2, 2023.
For Members in Groups 2 and 3, we appreciate your patience. Beginning on Friday, June 2, 2023, please visit https://account.onepeloton.com/orderhistory for the latest update on your projected delivery date. As we work with supply chain partners, we will provide ongoing updates via your Order History page.
Peloton’s workout tracking holds me accountable. I’ve tried other programs in the past that I never stayed with, I do not have that issue with Peloton.
The purchase/delivery experience has been great for both bikes we purchased. My only issue has been accessing customer service or getting any response for the seat replacement piece that was recalled.
Due to high demand, some of our Members will experience longer delivery times than we would like. Please know our team is working hard to fulfill all orders and working closely with our supply chain partners to increase production of seat posts in order to meet demand as quickly as possible.
We are prioritizing fulfillment based on the following criteria and the Member data we have on file as of Thursday, May 18, 2023:
1. Members who are above 250 pounds (113 kg) and Members who are taller than 5’10” (178 cm) with unknown weight in their profile.
2. Members without height and/or weight information in their profile, or in usage environments where that information may be unknown.
3. All other Members requesting seat posts.
We expect Members in Group 1 to receive their replacement seat posts no later than Friday, June 2, 2023.
For Members in Groups 2 and 3, we appreciate your patience. Beginning on Friday, June 2, 2023, please visit https://account.onepeloton.com/orderhistory for the latest update on your projected delivery date. As we work with supply chain partners, we will provide ongoing updates via your Order History page.
**TREAD BUYERS BEWARE**
I purchased a Tread just over a year ago for $2,200 plus shipping and tax for a grand total of just under $2,700. Coincidently and literally just after my warranty expired, my Tread flashed an error message stating that it needed a firmware update. I didn’t think much of it so tried to update as instructed by the prompts on the Tread. The firmware update would only get to 4% and then the screen would tell me to unplug the Tread to have it restarted. I did this over and over again and the update would never complete over 4% and the cycle just continued. I contacted Peloton Support and after troubleshooting with one of their reps, who didn’t know how to really troubleshoot the issue, I was told that I need to replace THE ENTIRE BASE at a mear out of pocket cost $1,175.
I find this rather convenient that my warranty literally just expired and now I am having to replace the base of the Tread for basically half of what I paid for it last year. Also, neither the original rep I spoke with or the “team lead” could tell me why the error message was happening and what was exactly wrong with the Tread. Now I have a $2,700 paper weight that I can no longer use because the machine won’t complete a firmware update, and is somehow it’s related to the entire base of the machine. I would also like to point out that that year of owning the Tread, I had only used and run in it 99 times. I went to take a live class for my 100th run and couldn’t due to the error message that could only be resolved by replacing the entire base.
Sounds to me like Peloton is intentionally driving this error code and forcing customers to pay more in order to drive additional revenue as their stock continues to fail and they lose market share to other platforms. This assumption is supported not only by this situation, but also that the same Tread I paid $2,700 for last year is now being sold to new customers for $3,500.
Tone down the this month is for that, that month is for this. You might think you're trying to be thoughtful to each group but when I work out I just want to put all the noise behind me, relax and use the time to restore myself.
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