277 Customer Reviews
Review from Tricia L
5 stars10/27/2024
Very professional and responsive. Checked in frequently and provided lots of guidance.
Peloton Response
10/29/2024
Thank you for sharing your experience! Ensuring our members feel supported is always our top priority. Your feedback is important to us, and we appreciate you taking the time to let us know.Review from Greg H
5 stars10/22/2024
I experienced an issue with my touchscreen on a Bike+, failing right after an update. I emailed the executive team with detailed troubleshooting steps taken and test results from factory test tools. The failure seems to be related to the recent update. I received emails and calls from a few different individuals to support my issue -- they were very proactive and supportive. Once they understood what had happened, they arranged for a replacement screen (tablet) and had it shipped right away. Within a few days the system was back and fully functional.I was very encouraged that they also took steps to have me label the box so that the tablet (screen) could go directly back to the engineering team so they could investigate what was causing the issue -- hopefully preventing others from experiencing something similar.Peloton Response
10/23/2024
Thank you for taking the time to share your experience with us. We appreciate your feedback and are thrilled to hear that our team was able to resolve the issue for you. Your satisfaction is important to us, and we're here to help anytime!Review from JW G
5 stars10/15/2024
***** W - Member Relations Specialist - has gone above and beyond to help us out!! We are so grateful. He is kind and patient and the epitome of what customer service should be. Thank you!Peloton Response
10/16/2024
Thank you for sharing your experience! We're happy to hear that Ethan was able to resolve your concern. Your feedback is important to us, and we appreciate you taking the time to let us know.Review from Stacy G
5 stars10/15/2024
Pedal broke off during ride. After getting through the first level of frustrating and deflecting customer service, I received an email and call from ************ there on, the process was seamless, painless and we had an in person service visit and pedal replacement scheduled for a few days later. Working with **** was an excellent experience.Peloton Response
10/16/2024
Thank you for sharing your experience! We're happy to hear that Bran was able to resolve your concern. Your feedback is important to us, and we appreciate you taking the time to let us know.Review from Katy W
5 stars10/14/2024
While our interactions with initial support were a toss up, we were put in touch with ***** after moving our issues farther up the line. ***** was wonderful in both the listening and problem solving department. We went from an unresponsive treadmill after an update to one that we can continue to use and enjoy. Thanks again to *****!Peloton Response
10/16/2024
Thank you for sharing your experience! We're happy to hear that Ethan was able to resolve your concern. Your feedback is important to us, and we appreciate you taking the time to let us know.Review from Pat G
2 stars10/14/2024
Ive owned the Peloton Tread Plus ($5500) for four years and have unfortunately had an ongoing struggle with its touch screen becoming non-responsive. Over this time, Ive been through four touch screens, and the frustration has only been compounded by Pelotons poor customer service.Several times, customer service refused to even speak with me because the treadmill is registered in my wifes name. This is a treadmill were discussing, not sensitive personal datait shouldnt be that difficult to resolve an issue on a shared household item. Communication has often been limited to email, and they do not provide a call-back number, making it even harder to get things fixed in a timely manner.Recently, I had a positive experience with a supervisor named **** D, who was more helpful than others Ive dealt with. While they wouldnt replace the Tread Plus with a new or refurbished model, they did send out a new touch screen, computer board, wiring harness and on/off switch. I appreciate ***** effort, but overall, I remain deeply disappointed with the companys lack of accommodation, given the ongoing issues Ive experienced with their product. *** GPeloton Response
10/16/2024
Thank you for bringing this to our attention. We sincerely apologize to hear of the negative expereience you have had with Support thus far, but we are so glad to hear that Jeff was able to resolve the issue! Please rest assured that we have taken this as feedback, and we are always looking to improve our Member's experience.Review from CHRISTOPHER S
5 stars10/10/2024
The customer service team was able to expertly handle all my issues. with my bikes not working and out of warranty, I tried everything to fix them myself. Peloton found out about this and offered to fix every single thing for me. ****** especially was able to handle all my problems with ease. And I believe the others name was *****!Thank you to her and her team!10/10Peloton Response
10/15/2024
Thank you for sharing your experience. While we’re glad the issue was resolved, we are happy that Ashley was able to assist you and solve your problems. Your feedback is invaluable, as it helps us identify areas to improve. We are committed to using this feedback to drive better, more efficient service in the future.
Review from Troy P
5 stars10/04/2024
Im actually blown away by the care, attention, and responsiveness by ***** and the Peloton support team. I was looking at a future with no bike anymore, and they came through in such a generous and professional way. Im entirely grateful and a peloton fan for life!Peloton Response
10/06/2024
Thank you so much for your kind words and for taking the time to share your experience! We're thrilled to hear that ***** and the Peloton support team were able to assist you in such a meaningful way. Ensuring our members feel supported is always our top priority, and its wonderful to know we could turn things around for you. We truly appreciate your loyalty and are grateful to have you as a Peloton fan for life!Review from Ben G
3 stars10/04/2024
**************** eventually resolved the issue but it took a lot more effort than expected for something pretty simple.Peloton Response
10/06/2024
Thank you for sharing your experience. While were glad the issue was resolved, we understand that it required more effort than expected for a simple matter, and we truly apologize for that. Your feedback is invaluable, as it helps us identify areas where we can improve. We are committed to using this feedback to drive better, more efficient service in the future.Review from Jo M
5 stars10/01/2024
***** in member support was amazing! Im happy that I had a chance to connect with him after I had some major issues with Peleton following back up with me.Peloton Response
10/02/2024
Thank you for taking the time to submit your feedback. We are so happy to hear that you have had a great experience with Member Support!
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.