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Reviewed Nov. 6, 2023
Purchased the bike+ and after delivery we noticed that the screen was crooked. File a complaint and they scheduled a service technician to come but he was scheduled to service a tread not a bike. No return for reschedule, no reply to emails and was placed on hold for an extended period of time. Awful customer service and no accountability for faulty product.
Reviewed Oct. 20, 2023
My bike+ monitor started turning away from me while riding, to the point where I can't see the screen. I called Peloton support and requested a tech come out to look at it. I paid $136.50 for this service. I waited 2 weeks for them to call me to schedule an appointment, no call so I called them. The technician company said they never received a work order and to talk to Peloton. I got transferred via the call and that Peloton support worker said the other person didn't put the service request in correctly. So this new person put in another request with a rush order note. It's now been 4 days since the 2nd work order was put in and still no call from the technician company so I called them again. They said they haven't received a work order yet and to wait another day... this is **. I'm ready to just give up on Peloton because they are too expensive for this poor quality equipment.
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Reviewed Oct. 6, 2023
Very upset with Peloton customer service - received an email stating a software bug affected the monitor and to do a factory reset. I did and nothing. Called support and they refused to replace the monitor (after sending the email about the issue). The problem was a software bug on their end. This equipment is very expensive and the monthly subscription is expensive. You cannot use the bike without a monthly subscription. Do not waste your money on this product when they do not honor their own product.
Reviewed Oct. 4, 2023
I have been a proud and loyal Peloton customer for several years, having invested in both the Peloton Bike and Treadmill. While I cherish the workouts and classes, I've unfortunately encountered a persistent billing issue which has yet to be addressed adequately by Peloton's support team. For a significant duration, I've been erroneously charged twice monthly for our family membership. Despite reaching out to Peloton with a detailed explanation of the issue, months have passed without a resolution.
The joy and fitness benefits we've derived from our Peloton devices are overshadowed by this ongoing billing challenge. It's disheartening to feel overlooked and unheard, especially when we've tried diligently to communicate and seek a fair solution. I'm sharing this experience in hopes that Peloton values its customer feedback and acts swiftly to rectify this situation. It's crucial for businesses to match the quality of their products with equally high-quality customer service.
Reviewed Sept. 27, 2023
My treadmill was one month outside of the warranty. After releasing an update, the tread would only download to 4%. Peloton admitted that it was no fault of ours but we would be responsible for a new base ($1200). Beware that your 3k tread has a shelf life of a year and customer service of a failing company will do nothing to keep you as a customer.
Reviewed Sept. 9, 2023
My tread was delivered May of 2022. 3 months after warranty expires it stops working. I used it on a Wednesday, went out of town, did not work on the Monday. Tried troubleshooting with the usual suggestions & still nothing. Spent over an hour with a representative to go through the same steps I had already taken. He eventually states I need to replace my tread base for $1200. Their current software update was not communicating with the tread. I refused stating I still owed & was paying on this tread. That this was an issue they have created with their new update. Eventually my only option was to pay $175 for a tech to come look at it.
Tech comes. He takes it apart to make sure all the wires were connected which they were. He called rep who told him I need to leave my tread on & eventually the software will download. Over 24 hours later still stuck at 4%. Complained again. Said I was done & to come get the tread. Response was they were aware of this software issue & gave suggestions that worked for others. Tried them. Did not work. Complained again & they said it was being sent to engineering department. Engineering said it was a software issue & the only solution was to replace the base at $1200 & that they were more than happy to help me finance that. I again said absolutely not. I get my warranty was up but that they created this issue with their newest software update. The purpose of an update is to prevent glitches not cause them. I am still paying for a tread I cannot use & Peloton is unwilling to help.
Reviewed Sept. 6, 2023
After spending $3000 for a Peloton treadmill, it worked fine for the first year and a half and then I started getting error messages. I called Peloton support and they ran me through some regular checks and couldn’t figure out what the problem was. I was in told I need to spend $275 on a service call for somebody to come out and take a look at it which I did because otherwise it was useless. They told me it was a faulty monitor that needed to be replaced and they would replace the monitor at no charge but I still had to pay the $275 service fee. After being without my treadmill for almost 2 months, they finally got it up and running this past June 25.
Now on September 6 my tread just stopped working again and lost all power. They told me back in June that if it wasn’t the monitor I might have to get other parts replaced and it would cost me upwards of $1000-$1200 because it was out of warranty. Anybody looking to buy a tread should just be aware that you may have a $3000 boat anchor shortly after your warranty is up with little to no support from the company.
Reviewed Aug. 23, 2023
I bought my Peloton bike in 2020. Worked fine for the first couple of years. Since 2022, I’ve noticed a continual deterioration in quality of the app. I use it 4-5 days per week; on at least 3 days, the app forces a software update that lasts 5-10 minutes. Today, I did a workout at 7:15 am ET. The leaderboard would not load at all. Transmission of the class continuously froze - I received a message that it could not communicate with Peloton. Then the app shut down. I am spending more than $80 per month ($1000 per year!) for this — not the experience I should be having. And the Peloton CEO is one of the highest paid in the US…
Reviewed Aug. 4, 2023
Bought the latest model in November 2020. Within a few months of the warranty expiring (which is limited anyway) the touch screen stopped functioning and would not respond to touch after a required software update. I called support, chatted with support, and emailed for weeks. Did every troubleshooting measure recommended and then was informed that the only option is to purchase a replacement screen for $450. No repair option would be available - despite the fact that it is clearly a software issue that caused the defect.
Reviewed Aug. 4, 2023
As I am writing this review I am still currently waiting for my Peloton tread replacement!!! It’s been 6 months since I put in the first call about my tread not working after only 3 short months of having it. The customer service is terrible along with the RXO delivery service. No one know what’s going on. Today I was supposed to receive my replacement and again that did not happen… After multiple phone calls to both Peloton and RXO I am at a loss. They have not gone out of there to meet customer satisfaction in any way. This absolutely unacceptable.
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