The premium price tag does not translate to premium customer service or product
I have been a member of Orangetheory for 12 years. After months of deliberation, I decided to get a home treadmill that would allow me more freedom in my workout times. I researched online and went to a fitness store and tried multiple options. I finally decided to splurge on the Peloton despite the Nordic Track 1750 being $1500 less expensive. Having invested in a premium experience, I was extremely shocked when my new $3500 treadmill was delivered on March 9 and did not work. I called customer support for an appointment with a tech as instructed, and the soonest available appointment was March 17 when I was out of town. Since I live in the fourth largest city in the U.S., I truly didn't believe that I would have to wait 8 days for an appointment to have my brand-new machine up and running. I called customer support and was told that was, in fact, the earliest appointment. Nothing else could be done. I made it clear the appointment would have to be between 8 and 10 when my husband could be home. (He was actually furious that we had been left with a brand new $3500 treadmill that didn't work and felt the only solution was a replacement.) I called Peloton back and waited 5 hours to talk to a supervisor who said she would try to get me an earlier appointment. I never heard back from her. I left comments on Facebook posts and finally got a DM saying nothing more could be done. I looked for an e-mail address, so I could clearly relay my situation since I was convinced someone would take this more seriously, and there is no working e-mail address to be found on your website or chat. When this morning's appointment came, the technician did not arrive until 9:45 when my husband had to leave at 10 as was clearly emphasized on my previous call. Even in your emails and texts, this is communicated as an appointment and not an arrival window. The technician had no Peloton parts, so there was actually zero chance I would have had a working treadmill today since the parts have to be shipped. That was never mentioned as a possibility in any of my conversations with customer suoport. I am now being told the soonest appointment after the parts arrive is March 31. You would think as a fitness company, you’d understand that losing a month of workouts is detrimental to your health. At this point, I am so deeply disappointed in this entire experience and the way you treat your members that I am returning the non-working treadmill. In none of my six phone conversations with your representatives did someone say that this was an unusual experience which is even more disturbing. If this is the way I'm treated when I'm still in my 30-day "return" period, how will I be treated once I don't have the option to return it?