Peloton Cycles was founded in New York, New York, in 2012 by current CEO John Foley. The company was launched using a Kickstarter campaign. The company manufactures high tech exercise bikes, operates cycling studios, and sells apparel.
The company is almost like several companies in one; high tech cycling bikes, each equipped with a 22 inch monitor and wifi, which hooks up to either live or recorded cycling classes, along with 14 locations where bikes and sporting apparel can also be purchased. The company has sold more than 30,000 bikes in more than 22 countries. Foley states that he expects to surpass $10 billion in value by 2020. Clients pay $40 a month to join live classes or access the video library, which features class leaders who have competed in Tour de France competitions.
Also in February 2020, Peloton offered free bikes to Flywheel customers after Flywheel discontinued all sales to at-home clients.
Peloton Cycles listed annual revenue in 2018 of $150 million. Company headquarters remain in New York City, near their Brooklyn cycling studio.
After two weeks our “Tread” is still stuck in our living room. Two different delivery teams couldn’t complete the delivery. Serious damage to our floors, walls, and the Tread itself. We’ve spent hours on the phone with Peloton. We don’t know what’s happening. They said they would reimburse us for the damage, but no one will get back to us now.
My bike started having some issues about 4 months ago. I have about 120 rides in. Made a video of what was happening with the bike and went to social media which I have seen people talking about petals making noise. Reached out to you for support and got a quote that was really shocking. The frame needed to be replaced. Estimate 1200.00. Out of warranty you told me. Went back to social media and someone posted that they had the same issue and it turned out to be a lower bracket problem. You agree and I paid 138.09 for the lower bracket and for the cost of XPO to come out and repair the bike. Last Saturday after taking a day of PTO to be home for XPO, they were a no show. Called Peloton and they have no idea why they did not show. Ok rescheduled was only given one option which is for today 7/17. A week later. Monday got a call and yes scheduled for July 17, (please give me a late window I have to work again on Saturday) we will do our best. Tuesday, email from Peloton about scheduling my appointment. Called and was told that was sent in error. Peloton assured me that someone would be coming on the 17th. Yesterday 16th no call or email from XPO so I reach out to you Peloton. After a online chat which I do not mind sharing. 15 mins later I get we do not have you down for a appointment for the 17th. After sending you the confirmation email you then told me yes you do and they will reach you sometime before 9pm for your window. I called XPO to find out that I do not have an appointment and that Peloton actually cancelled the appointment what XPO said. Next available will be Wednesday July 21. REALLY ?? No one wants to take responsibility for this issue and I have already taking 2 PTO days for this and now will have to take another one on Wednesday to see if they actually show up… I am not sure why you wont offer me a solution for this issue. I have spoken to about 6-7 people and you are very polite on the phone but show me your customer no empathy. Guess you are to big of a company to have great customer service or experience. I would have even payed for a bike upgrade if I had of been offered one.
In short I know this has a ton to do with your third party company XPO, but I am your customer XPO is your customer…. Do the right thing and get me a bike replacement. Or find me a solution I do not feel confident in XPO ever coming out to fix this so I can ride again 4 months later.
I CANNOT BEGIN TO TELL YOU HOW YOUR REPETITIVE COMMERCIALS ARE SO ANNOYING.
THEY PLAY OVER AND OVER AND OVER! IF THIS IS YOUR BEST MARKETING PLOY, GUESS WHAT, IT DID NOT WORK!!!!!!!!!!!
I WOULD NEVER EVER EVER EVER BUY YOUR PRODUCT(S)???
FROM AN AVID EXERCISE FREAK
March 11-my wife calls peleton to get copies of paid invoices from 2019/2020 for reimbursement from our insurance. She is told that since I’m the primary name on the membership they’d have to talk to me. I give them the information they ask for and I’m told that they would pass it along to the billing depatrtment.
March 22- I get an email from Sharreka Moore saying that I will have to send an email with my info even though I was told it was ok to give it over the phone. I send the email.
March 26- I get an email from Jeremy Naranjo, telling me I need to send info to them, they are confused. 27 minutes later I get another email from Naranjo telling me to email the last four digits on the credit card they have on file and that the invoices will be sent to me. Three hours later I get another email from Naranjo telling me they have no record of speaking to me and that he gave me the wrong info as he shouldn’t have asked for the credit card #’s but could I send him two of name, phone number, address, email address or subscription name. I send my name and email.
March 27-He emails me that I sent the info in a file he can’t open. All I did was reply to his email, there was not any file sent. I resend the info.
March 28-He thanks me for my patience and says the invoices are attached…only problem is there is NOTHING attached.
The level of incompetence is incredible, If I didn’t know better I would think that these people are just messin’ with me. Can someone, anyone please solve this obviously incredibly difficult request I made.
My experience with Peloton has been beyond frustrating.
I was given a 6 weeks wait period for the delivery date. When the delivery date finally came, no delivery. I called Peloton, I was told the order was canceled no further explanation given. The manager hung up on me, the chat disconnected me, no one can give me an explanation as to what happened with my order. This beyond unacceptable.
My complaint is similar to the ones above. I ordered and paid for my bike in FULL in November. It was a Christmas present. I was even told my delivery date was going to be moved up to December 30th. Then, I was told there was a problem with the delivery and it would be pushed to March 8th.
I’m so frustrated and I don’t trust your company. You have ruined my present completely and after reading all the blogs I think I’m about to never receive a bike.
FIX YOUR DELIVERY ISSUES – you are not the only bike in town.
I have been so patient with this company, I have spoken to several very nice and wonderful customer reps and others who were nothing but rude and disrespectful.
I could write a book on what has happened since our Peleton was delivered on 12/17/202 but you can check all of the reference # and see for yourself why the frustration and disappointment.
We bought the bike in November and told it was back ordered and wouldn’t be delivered till January 7, 2021, due to Covid and that was understandable. To our surprise we received a email that we had been moved up and would receive our bike on December 17, 2021.
I took the day off to be home as we are educators and my partner was remote teaching and I was able to be home when it arrived. I watched them take it off the truck, it was not covered in any plastic wrap and the guy rolled the bike up my concrete driveway on it’s wheels and carried it to my basement.
They put the bike on the mat and attached the monitor and left the house- with pure excitement I set everything up and jumped on to take my first ride and to much disappointed the candence, resistance etc……. didn’t work or track any of my workout. We immediately called Peleton support and did everything they asked us to troubleshoot and it was decided we had a bad cord and they would ship us over night a new one- we received the cord on Saturday, the 19th. It didn’t work either and again thru several calls it was decided that we needed a new sensor – this is on a BRAND NEW $2500.00 bike! Also, the tires on the bike were completely trashed, and was told they would send us new ones. Which I received and have NO IDEA how to put them on properly. So as you can read in all the correspondence emails a technician company would call us to come install the new one. Per your company technician support and in writing they said the technician would be bringing the new sensor but we had a email that it was being fed ex- the company called to say they were coming on Monday the 21st. So when they called to tell us they were on their way to our house, I said you have the senor right, because I don’t. They replied -no we don’t so that’s a problem. The sensor was delivered to our house that night at 5:44pm and we were told to reschedule. They are coming on 1/11/2021 and I have to take another moring off work to be here.We have had our bike since December 17 and still haven’t been able to enjoy one day of having it in our basement.
I’m really frustrated and not sure why I can’t just have a new bike and start this over. My budy decided to buy a Peleton Bike for his wife for Christmas because we had ordered one. He bought the bike online 12/13/2020 and his bike was delivered today and works perfectly.
When I asked for a new bike I was told the company doesn’t do that and it would take till February or March to get a new bike. I can give you the name of my buddy who just sent me pics of his bike working and him riding.
Please fix this and fix it now. We deserve a new operating bike and the one we have now operating properly till the new bike arrives.
I sincerely hope you don’t ignore this as I know you are million dollar company but we are educators and saved our money to buy this bike and quit our gym memberships to be part of the Peleton family.
Business Information
Peloton
125 W 25th St Fl 11
New York, NY 10001
Complaint Summary
Complaint Type: Consumer to Business Complaint
Nature of complaint: Delivery Issues
Problem description:
On November 8, 2020, I placed an order for a new Bike+ from Peleton. Before placing the order, I called the customer service line to check on when the Bike+could be delivered. I was told that it would definitely get delivered before Christmas (Dec. 25th). This was a Christmas and an anniversary present for my wife, so having it delivered before year-end was critical to my decision to place an order. Based on the assurance from a Peleton customer service representative, I went ahead and placed my order online and then found out the earliest delivery date was January 5th. I placed the order and called back Peleton and talked to another customer service representative, and was told that all the earlier delivery slots were now (5 minutes later?) gone, but that he was 100% certain I would receive the Bike+ on January 5th so I shouldn’t worry. Yesterday, I received a text from Peleton telling me the delivery date had again been pushed back to January 29th, I date when no one will be at the house to accept delivery. Peleton never called me to explain – and apologize for – the additional delay and to find a new delivery date that would work for me. Today, I received an e-mail from Peleton confirming the additional delay and giving me a link to select another day. When I checked the link, it said there were no other days available. When I went to BBB, it became clear that this was happening to hundreds of other people and there is a clear pattern of false and misleading communications and advertising and a very strong basis for a criminal fraud case against Peleton, or at least a class action lawsuit. I want my Bike+ delivered on January 5th as promised in early November. At the very least, I would like a meaningful billing adjustment to reflect Peleton’s unethical and possible criminal practice of bait and switch here, taking customers money when they know there is little to no chance they can deliver on the promised delivery dates (just read through the BBB complaints to see hundreds of examples of this). I also hope Peleton will be investigated for criminal fraud, as no company should be allowed to knowingly and willfully mislead customers on a broad basis as Peleton has done. Buyer beware here!
Desired Resolution: Billing Adjustment
Desired Outcome
I want to receive my Peleton Bike+ on January 5th as promised when Peleton took my payment in full and committed to the delivery date. If Peleton is unable to deliver on January 5th as promised, I would like a meaningful (15%+) billing adjustment/partial refund to reflect the fact they took my money in early November when they likely had to know they were never going to deliver on January 5th (clear example of bait & switch or consumer fraud). This was a special present for the Christmas holidays and an anniversary present and due to Peleton’s additional significant delay here both of those dates have been badly missed ruining the present.
Here is how I spent the better part of my vacation day back and forth with Peloton. As you will see the response from Peloton was in essence:
“Yes, we recognize that the connectivity issue you are experiencing is not related to the Smart Watch purchase you made, but with a Peloton internal tech update that we need to fix. But we don’t know when or even if it will ever be fixed. But there’s nothing we can do for you. The last thing I heard from a Peloton was, and I quote “You should be satisfied because the BIKE STILL WORKS!”
I could have bought a stationary bike for 1/4 the cost or a competitor for 1/2 price but I went with the premium company for their “reputation of greatness”. I’m really disappointed. Here’s my conversation. I’ve changed names to spare individuals.
Hi (Peloton rep)
Here is the email I received from the Peloton tech representative. Like I said before, my Peloton experience includes connecting my exercise metrics to my Watch that I bought for this purpose. It is unacceptable to ask the consumer to be satisfied with my Peloton experience because my “bike still works” when it’s clear according to this email that the connectivity issue is not due to a hardware issue but an issue with not only the Apple SE and the Apple 6.
PELOTON
Hi Joe,
Thanks for contacting Peloton!
I’m sorry that so far you haven’t had the best experience whether it’s because of the previous agent engagement or because of the situation with the Apple Watch. I’ve had a previous conversation myself with a member in the exact same scenario. What I learned during that interaction is that the SE and in some cases even the brand new 6 are having some compatibility issues. What I was told when I spoke with my supervisor back then was that it’s likely some software updates and changes should eventually bring the SE/6 to normal capabilities but at the moment there are some connectivity discrepancies.
The SE has pretty similar hardware to the 6 but I’m not quite sure where the issues with connectivity are coming from. I don’t have any additional steps you can try and Peloton hasn’t released any information regarding how long it’ll take to get these devices up to speed if they even can.
While I would hate for you to have to return any of your products I can’t say with absolute confidence that the SE will become fully compatible in the future. I can only assume that some updates from Apple on the watch/Peloton on the Bike will eventually make it work as it should. I hope this helps you to make a decision before that Jan 5th window.
Best Regards,
“Peloton Tech Support Rep”
Reference: #14739484
I purchased a Peloton bike in September 2020. I started calling Peloton in October about when I would be getting a delivery date. Finally, after calling multiple times, even escalated call to management, I finally got a delivery date in February, (that was in November). I just called Peloton (December) to see if there were any new updates, maybe get an earlier deliver date, now I’m told “Due to a system error the support order did not go through to the delivery team properly and we are unable to see any appointment set up”. Every time I called Peloton, I kept getting different stories. First when they called to set up the appointment, they had the bike, but couldn’t set up a delivery date till 2 months later. Then the next time I called to see if I could get an earlier delivery date, they said they were waiting for a shipment of the bikes. My friend ordered the same exact bike I did last month, she just got it delivered Saturday. I live in New York, 30 minutes from Manhattan, it’s not like I live in a rural place. Meanwhile, I’m paying for the bike through Affirm for past couple of months.
I keep getting emails from Peloton asking about my experience with customer service. Why do they even bother sending out these emails? Customer service is very pleasant, but nothing is being done. I don’t know how this company stays in business. The only reason I don’t cancel the order is because my daughter wants the bike. It’s pretty sad. It’s like you’re a pebble in a pile of rocks. They really don’t care.
Good luck if you purchase a Peloton and have any issue at all!!! My bike was delivered with a bad crankshaft and 5 weeks later I still can’t get assistance all I get are empty promises from Peloton agent after agent with no resolve and NO HELP…huge wait times on the helpline and NOTHING ever gets resolved this company is full of you know what and should be ashamed of itself. It’s only a matter of time that another company comes in and gives good service and will put this company out of business. AWFUL WORST HORRIBLE SHAMEFUL COMPANY!!!!
Deborah,
Were you able to resolve your issue w/ Peloton? I have a similar situation with a defective pedal/crank shaft. Brand new bike 3 days old and the pedal practically falls off during a ride. Tried tightening pedal and threads were stripped on the crank shaft. Contacted support for help and was told that I could not replace the crank shaft myself since it would void my extended warranty but they would send me a new pedal to see if that would fix the problem. Was told earliest they could get someone out to repair the bike was Jan 25th 2021 which I said was totally unacceptable since I had only had the bike for 3 days. New pedal arrived and same issue with the stripped threads on the crank shaft. Send email to the support rep notifying them that the new pedal didn’t resolve the issue and that they needed to either send me the crank shaft and allow me to fix the issue with the bike or have their delivery company come pick up the bike and issue a complete refund for the bike and shoes. Received a reply from another department that they had started the return process and to click on a link to schedule my return. Email also indicated it would take 1-2 statement periods once the bike was received for a credit to be issued to my credit card. To my surprise the earliest date given was Jan 27th 2021 for pickup. I replied to the email that that was totally unacceptable and requested a phone call. The support rep called and I told her that the pickup date was ridiculous and that it would basically be March 2021 before I would receive a refund. Since I place my order in late Sept 2020 it will be about 5 months before I get a refund. Complete ROBBERY on Peloton’s part. I will contact my credit card company to see if they can help and will continue trying to get someone that gives a crap to talk to me from Peloton. WORST PURCHASE I HAVE EVER MADE !!!!!
I am absolutely dumbfounded by the lack of care given to me by Peloton thus far. I stayed on hold for over an hour and fifteen minutes to be told “I don’t know” with each question I asked and ultimately to have a “supervisor” call me back in 24-48 hours. I went to the Short Hills mall on 9/2/2020 and ordered a bike. I set up delivery for October. Only days later I cancelled the ordered and placed an order for the Bike+. The new delivery date was 10/21. This afternoon (10/20 @ 234pm) I was texted to change my delivery date. I was to be receiving my bike the very next morning!!! I immediately called customer service and to say I am disappointed is an understatement. I was told I couldn’t have a sooner date because other people were getting their deliveries. So am I!! I was supposed to get it and find this VERY unfair!!! To boot, I am receiving $100 back??? I had to miss a day of work and now I am going to have to miss another day of work. The worst part is that my physician is telling me I must exercise for my well-being and I can’t go to the gym due to Covid issues, so now this is putting my health at risk. To say that I am unsatisfied is only the tip of the iceberg. I have never felt such dismay with a company before and I am seriously considering cancelling this purchase. The icing on the cake you ask? Now I have to pay for something that I don’t even have in my possession.
I’ve been trying to contact someone in a higher level of management at Peloton because I’ve now been rescheduled another month for bike delivery. I understand that we’re going through a pandemic, but there are now two friends, one of which who lives ACROSS THE STREET from me, who have had ahead-of-time deliveries! I got an excuse from field delivery staff that it’s all dependent upon route… if that’s the case, why did my friend directly across street in the same zip get a bike earlier than my delayed one? Why was it not reviewed to see that i’m a delayed delivery customer and re-routed my way? it just doesn’t make any sense, and no refund amount can honestly justify this level of unorganization with deliveries. Please contact me ASAP to make this right, peloton.
I would like to know why I can’t use my referral code to buy accessories, only apparel? I sent you a customer and you give me a referral code that can only be used on merchandise I don’t want, and even if I did everything is out of stock on your site. Always.
I won’t be recommending you again until you fix this.
2.5 months and no delivery and lied about the 8 broken days scheduled to be delivered.
They Sub out to animal drivers who are rude and abusive and lie. Final showed up with a treadmill that look like it was blown up by a roadside bomb sitting on a truck for months.
And they have been billing me monthly. Have you noticed how you cannot get to them by phone either ? What’s that tell you? Run like they are running from you or you will be sunk like the rest of us.
I purchased a Peloton bike for Christmas. I had a scheduled delivery to first week of the new year. I waited at home in anticipation of my new bike. It never came. I looked at my email since I didn’t get a call and they asked me to confirm my address and phone two hours after the delivery time. I responded with the information. I heard nothing back. I called the next day and rescheduled delivery, they advised no dates were available for two weeks. I waited patiently for two weeks for my bike and again it never came. At this point, I called customer service for an explanation as to what the latest issue was. They had no reason. I decided it was best to cancel my order. The customer service rep advised she was sorry ad that my order had been cancelled and my refund would be issued within 7 days. I waited patiently and no email to confirm. I called today and they advised the cancellation had be started but the order was reinstated and was pending with Field Ops. The rep advised he would follow-up and issue a refund. Lets hope so as this has been going on for two months and I don’t have a bike or my money. I am really disgusted by the lack of care or even lack of an attempt to retain me as a customer and make the situation right.
On January 1st, my husband and I purchased a peloton bike from the Nashville Tennessee store location. We were told that we would receive a phone call within days in order to schedule delivery. My husband received a phone call, Monday, January 13th stating that the bike would be delivered on Tuesday, November 14th from 2:00-5:00 pm. He took off from work early this day in order to be home for delivery. We received no bike and no phone call. We are business owners ourselves and know that mistakes happen; however, we were quite confident that we would receive a phone call explaining the situation. It is currently a week later, and as of this morning we still had not received any sort of communication from Peloton. On Thursday, January 16th, my husband even completed a customer service survey that he had received via email in regards to the DELIVERED peloton bike. He stated that he had not in fact received the bike and rated his experience as 0. No one reached out to him in regards to his completed survey. What is the point in even sending these surveys if they are not addressed?
After zero communication from peloton, we called customer service this morning, in order to check the status of our delivery. We spoke with Dania and she explained that our Peloton bike had actually been delivered to our home! As you can imagine, we were confused, disappointed, and very surprised…we have paid $2,700 for a bike that we never received! After several minutes of defending ourselves, Dania decides to look further into the delivery. Our order was delivered with no signature. What kind of company would deliver a $2,700 piece of equipment with no signature, no communication, and no follow-up? We then receive a phone call from the delivery company stating that it was falsely stated “delivered” because the app system went down on our delivery date. I would like to know what your protocol for technical difficulties and failure to deliver? Because not only did we not receive our bike on the promised delivery date, we also never received any sort of phone call from Peloton to reschedule delivery.
We asked Dania to have a manager reach out to us. Elanor returned our phone call shortly after. She did apologize for the mistake. However, the only remedy she provided for us was to cancel our order. We are extremely dissatisfied with the customer service at Peloton. In order to effectively run a business, customer service should always be the number one priority. We would like to speak to someone from corporate so that this does not happen again.
I bought a Peloton bike for Christmas, and after about 7 uses the computer has malfunctioned. Upon calling customer service to request help, and then spending 20+ minutes troubleshooting to no avail, I have to wait 1 month for them to come out and fix the bike. ONE MONTH!!!! Absolutely ridiculous, incompetent, seriously understaffed. Not even an offer of a free month membership. Seriously considering returning the bike. Will be an Echelon
The Peloton company has been nothing but a pleasure to work with!
The purchase at Northpark Dallas, delivery, set-up and co-ordinating with the company, has consistently been professional/accommodating .
My Peloton Cycle has been the best investment I have made for my health and fitness.
Customer service: ask for Jake, he’s the best!
Lisa S.,
Dallas, Texas
I ordered a Peloton and due to a glitch in their web site it was down for delivery to the billing address instead of the shipping address. Their handling of the problem was APPALLING. They sent one email asking for information to reschedule. I then heard absolutely nothing. Calling their customer support means a wait of at least 20 minutes. The person I spoke with was completely disinterested in my problem. I asked to speak with a supervisor and was oriole one would call me back – this did not happen. My experience has been that tehy are incompetent, unprofessional and apathetic.
Agree. This post is fake. They are absolutely the worst I’ve r we seen. No one cares and they take the money with no delivery.
I just canceled my peloton bike order due to their inability to deliver and set up their product as agreed. Very unfortunate.
I have a similar experience. They are appallingly unprofessional and incompetent.
I have never dealt with a more poorly run company. I literally had to chase down anyone to set up my delivery. I placed my order a week tomorrow and was advised I would be getting a call to set up an appointment. I received a call on Monday morning, on my way to work, I was on the train that someone was a half hour away from my home to deliver the bike. I never spoke to anyone or made a delivery appointment. I called in the early afternoon because I had not heard from anyone. I was told that someone would be getting back to me that date and also advised they would be sending me an e-mail confirming our conversatIon. I heard neither from Nathaniel or delivery people. I called on Tuesday morning and set up my delivery for December 16. I received an e-mail yesterday, December 14 regarding the bike being delivered on December 30, between 8 and 10 am. I NEVER made that appointment. I called again yesterday and spoke to Helen from Support to see if I can any answers. I called this afternoon to inform me that Peloton’s delivery truck was broken and they could not deliver my bike tomorrow and that I would have to wait until December 30. ! If that is not the most ridiculous excuse, I do not know what is. I wanted to let someone know how the company is being handling new customers! I may just cancel the order altogether; rent a delivery truck, you’re a big company and deliver the merchandise!!!!
2 years later they are still as incompetent and incapable of getting their delivery organized properly
SAME its 2021 and still having issues with XPO