Seven Months, Three Broken Parts, Zero Rides
I have been an enthusiastic Peloton user for several years. I rented a bike for two years and turned it in during a move. Once we were settled in our new home, I purchased a new bike in January 2026. With the purchase, I paid for white glove delivery and installation. It is now August 2026, seven months later, and I still do not have a functional machine. The bike was delivered, but when I tried to take my first ride, I got an error message on the screen and couldn't ride at all. I spent hours on hold waiting for a technician, then another 45 minutes trying to resolve the issue over the phone, made harder by a significant language barrier with the technician. When we couldn't resolve it that way, Peloton determined a technician would need to visit my home in person. No refund was offered for the white glove delivery fee I had already paid. The technician wasn't available for over a month. When the technician finally arrived, he said I needed new brakes. After weeks of emailing and calling, I got confirmation that the part would be shipped and a technician would return to install it. That was another month's wait. The technician arrived today, only to tell me I now need a new touchscreen. That means another wait, and another round of struggling to get Peloton to answer calls, order the part, and schedule the install. It has now been seven months since Peloton received payment in full for a machine I have never been able to use, because it has never worked. I asked them to deliver a working replacement and take the defective unit back for in-house repair. They told me they can't do that. It is deeply frustrating and disappointing: the lack of communication, the difficulty communicating at all, the hours I've spent trying to resolve this, and the money spent on equipment that still isn't operable. I love Peloton, but I'd want anyone considering a purchase to know they may face real challenges if anything goes wrong with their product. Seven months after paying in full, I still haven't taken a single ride, and I've spent far too much of my own time chasing a premium-priced company just to get a working piece of equipment.