Peloton (North America) Reviews 

[Edit] I'm updating my 2-star to a 4-star review after Peloton have resolved the issue entirely to my satisfaction. I do hope, however, that Peloton will start sending out reminders and check-ins to users of the Peloton App when these customers haven't logged in or used the service for 3 months or more.

This was my original review:

I had a very positive view of Peloton until I found myself unable to use my bike for almost a year due to personal circumstances.

During that 11-month period, I did not receive a single reminder, check-in, or message regarding my membership, and I only later realised that my subscription had continued throughout that time.

When my circumstances improved, I contacted customer services to explain what had happened. I was not expecting a full refund, nor was I looking to cancel my membership. I wanted to continue using the platform and remain a paying customer, but I had hoped for some understanding and a constructive discussion about a fair resolution.

Instead, I found the response disappointing. Initially, I was told that Peloton does not track whether members are actively using the service. Later in the conversation, it was acknowledged that usage data was available to them.

Peloton eventually offered a refund equivalent to two months of subscription fees, which I declined. Given the length of my inactivity and the absence of any reminders or check-ins, I felt that a refund of five months' fees would have been much more reasonable compromise.

While users are ultimately responsible for managing subscriptions, exceptional life events can sometimes prevent that.
There is a huge contrast between Peloton's messaging around wellbeing, community and (self-)care, and the way this situation was handled and I would have expected greater flexibility and a more empathetic approach.

I would encourage Peloton to consider introducing inactivity reminders, automatic subscription pauses triggered by extended inactivity, or similar safeguards to help prevent situations like this in the future.

Changing my rating to 4 stars after engaging the Services & Support Specialist Team. Their swift response and care were impressive.

I recently had my Peloton bike delivered by Lucmane and his assistant. Lucmane was proactive and called approximately 20 minutes in advance of their arrival. They arrived shortly afterward and were immediately efficient.

While inside my home, they maintained a high level of professionalism and were very nice. The setup was quick and efficient. I particularly appreciated their interaction because they were extremely knowledgeable and helpful throughout the process.

Lucmane also installed the larger replacement seat that I had ordered. He provided a thorough explanation and demonstration of the Peloton bike's various adjustments.

I am very happy with how smoothly the delivery and setup went. Lucmane and his assistant did an outstanding job. Thank you all very much for the great service and positive experience.

I'm extremely disappointed with the experience I've had with Peloton. I own both the Bike and the Tread. While I enjoy the equipment, I've had a horrendous experience with their customer support.

Our Tread started throwing errors and refused to move past the welcome screen. We reached out to support, who sent us a series of standard troubleshooting steps, which we expected. After going through those steps with no luck, we reached back out to support to see what we could do next. A very obvious automated email said a part was out of stock, and they would reach out for us to schedule a tech to come out.

We heard nothing back for over a week. We then received an automated email asking how our Tech visit was...which hadn't even been scheduled yet. We reached out again and were finally able to schedule a tech to come out over a MONTH later. They said in the meantime they would not charge us our monthly membership. We have continued to get charged.

The tech came out as scheduled, and we had to leave shortly before they were finished. When we came home, the Tread was still failing to operate, and was giving us the exact same errors as before. The tech had not left a note, nor had they emailed us to follow up as to why our Tread was not fixed.

We waited a few days and still received no communication. We emailed – AGAIN – asking what the tech had discovered, and inquiring why it was still not operating and why we had received no follow up information. They responded saying another part was needed. We had to schedule a follow-up tech appointment, which is another 3 weeks out.

By the time the second tech comes out, it will have been months since we first contacted Peloton support about this issue. And we have continued to get charged for a membership fee for equipment that we cannot use.

We are livid. This is a $3000 piece of equipment. I am a lifelong competitive runner and marathoner, and I had weighed the decision heavily on whether or not to take the leap with Peloton over another brand of reputable treadmills. I have been left extremely disappointed. This was a major investment for our family, and in the years we've had it, it hasn't even come close to being worth that cost.

Additionally, the quality of email communication we have received is the worst I have EVER experienced from a company. Highly automated, very poor grammar, missing punctuation... you name it. Here is one example of what we've been sent:

"...also if you have inconvenience or the technician does not arrive to your home you can re-schedule the visit...we are here to help you out correctly as you deserve, once the technician arrive to you home you can reply this email in order to rep-open the case."

And a second example:
"We are going to send back the tech to install another part!, since the system does show us the error and we are missing to replace the MCB you can schedule tech and track item here."

I'm at a loss for words. I have invested thousands and thousands of dollars to Peloton at this point – in both equipment and 5+ years of membership fees – to be met with this type of support. Meanwhile, I have a $3000 piece of equipment sitting here, unable to be used. I will NEVER recommend Peloton to anyone.

Horrible experience. I got an email I will be charged by this company for an app I cancelled a while ago. I went on live chat and asked not to be charged. I was assured I won't and I went on my way.

A week later guess what- I got a yearly subscription charge. I went on chat again. They assure me I don't have any active subscription even though they sent me an invoice and a receipt.

Completely clown company.

First, very much enjoy the classes. But, they have deceptive marketing. I don't know what conglomerate owns them or if they care about their customers or veterans. On multiple occasions I have been double charged and never been given a refund at any point. At many times, I have requested a military/veteran discount, only to find out after I paid for my bike, that it's only offered for the app. Had I known this, I would have never bought my bike or joined peloton. I feel like my money was not worth it and a gym membership far exceeds paying to a company that passes their members off to the lowest denominator and nothing happens.

Pedal snapped off and injured my hip.
I need surgery.
Peleton denied warranty to fix pedal, but I’m more concerned with injury.

Peloton customer service and repair feel like a complete scam.

We purchased a Peloton treadmill for $2,975 on a 1-year payment plan. Almost to the exact day of our final payment—and right as the warranty expired—the treadmill stopped working with a “safety key error.”

What followed has been an absolute nightmare. Peloton has now sent:

A replacement safety key (didn’t fix it)
A new motherboard + technician (still broken)
A wiring harness + another technician (still broken)
A FOURTH part + a THIRD technician (still not fixed)

After all of that, the treadmill STILL doesn’t work.

Now we’re being told the entire handlebar needs to be replaced—an $800+ part, plus paying again for a technician—just to use a treadmill that is barely a year old.

So let me get this straight: we spent nearly $3,000 on a “premium” treadmill that broke right after the warranty expired, Peloton has thrown multiple parts and technicians at it without fixing the issue, and now they want us to pay hundreds more to maybe fix it?

This is unacceptable. A one-year-old treadmill should not completely fail like this, and customers shouldn’t be stuck paying the price for what clearly seems like a deeper defect.

Buyers beware—if something goes wrong, you may be on the hook for a very expensive problem with no real solution.

Peloton has no idea how to repair their own equipment. You'll spend half of the rest of your life on hold trying when it breaks. They want to throw your money and their parts at it. It is simply painful. I just can't believe how bad they are. Honestly. It's so disappointing that a company that has such a great platform is so BAD with the equipment. They sent a technician to my house and it still a guessing game with hundreds of dollars to try this or that because I moved my tread forward 10 inches. I have one last effort to try to repair it and then it's marketplace to rid myself of future agony. If you don't believe me, read the reviews. One day they'll be gone and wonder why.

Bad all around. Got tossed around from department to department with many unkept promises from reps saying they would follow up with me.

DO NOT buy a peloton. Second purchase was a treadmill. It has been down three weeks. They ordered parts and they never showed up. Technician came to the house without parts. We called and they said “sorry, we will check into it”. Haven’t heard back in 5 days. Now i am 3 weeks without a treadmill. Worst customer service ever, especially for a $3,000 treadmill and a monthly service!

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?

I have a Peloton Bike+ and have the upgraded screen when originally purchased. The warranty has since run out. I have less than 150 rides completed so the bike wasn’t used that often. The top and bottom 1” of the screen have become unresponsive and additionally the bike will not update firmware when prompted. It will update other software updates. When I called Peloton customer service, the only option was to purchase a brand new screen for $650.00. I stated this was ridiculous, no option was given for repairing. I called back a few days later and a different rep gave me an option for a refurbished screen replacement for $150.00. I opted for this, received the screen today and it’s not the same screen and does not fit on the bike. I called back, they wanted me to send pictures of my existing screen and replacement. They confirmed they were different and the rep stated there was no refurbished option for the bike + screen. She stated I would have to purchase a new screen at a cost of $650. They stated they would credit the $150 if I decided to purchased. I told the rep they have zero dedication to the customer, they clearly do not stand behind their product or offer solutions except for a filthy money grab. They rep stated she spoke to the supervisor and could not offer anything either. You almost feel held hostage in this situation. 5 calls in and almost 2 hours on the phone. Piss poor experience. I wouldn’t not recommend them for any products.

I order a treadmill in December it’s been 2months and no answers on when my treadmill will arrive I cancelled my order because they didn’t know when they would have one available what a company I will never order anything from them again poor customer service and they lied on the delivery they shouldn’t be in business

I reported this issue 8 months ago when my treadmill suddenly went black and stopped working. I was told the entire base needed to be replaced and was quoted $1,600. This was outrageous considering the treadmill was just over a year old and cost over $3,000—and was completely unusable.

After sitting with that for months, I called again for a second opinion. This time, a different technician said the issue was only a $35 smart card and said it would be ordered. A tech visit was scheduled to install it.

When the tech contacted me for the appointment, I never received the part, and he had no record that he was coming to install anything—only to re-diagnose the issue. Now I’m stuck in an endless loop where no one seems to know what I’m talking about regarding the smart card.

This is beyond frustrating. The amount of money I’ve spent on Peloton compared to the level of support I’ve received is unacceptable.

I purchased Peloton cycling shoes on November 15 as a Christmas gift. The bike and shoes were not used in November or December, and I began using them in January for the first time.

Upon first use, it became clear that the shoes are too large and that the sizing does not correlate with the shoe size I normally wear. The shoes are not damaged and have minimal use, and I offered to provide photos.

When I contacted Peloton support, I was told that because the purchase was outside the 30-day window, no resolution or guidance of any kind could be offered. I was also told that there was no one above the supervisor I could speak with.

I understand policies, but this was a gift that could not reasonably be evaluated until use began. For a premium brand, the lack of flexibility and refusal to escalate the issue was disappointing. I am simply seeking a reasonable resolution for an unused, incorrectly sized product.

Oh, my god, how incompetent can one company actually be? It seems to me you have to work really hard to be as inept as Peloton has been. It has been weeks dealing with them because of a failed cable that required a new handelbar set. Between shipments not arriving when they are suppose to, and that when they do arrive, the shipment is not complete because they left out a part, and them not having the ability to expedite, causing having to reschedule the technician. And now when the day comes for the technician, he doesn't even show up so they want to schedule it another week out. Do yourself a favor and check out Boflex instead. The only bright spot is the original tech they sent, from Velofix, yes, there's been multiple, but for this recent visit, that nobody showed for, it was a different provider. When I went to reschedule, they can't even make sure I have the tech that actually knows what he's doing and show's up!!

Peloton Bike gives an excessive 13 hour window on the date of delivery. The day of the delivery I wake up to an email that says delivery has been cancelled. I had to set up the next 13 hour window for one week later. Unprofessional, inefficient and extremely inconsiderate of the customer.

I gave them a one star because I can't rate it lower.
I ordered a new bike, and when it the technician was assemblying it, informed me the screen is not working. I then spoke to someone from Peloton who then stated they will send a new screen and another technician will help me set it up. And for the inconvenience they offered a discount on the bike. I then followed up with Peloton a couple days later, and initially the rep told me, a 15% discount was applied toward the purchase of the bike and then after explaining I haven't seen that refund come through, he then apologized and stated "sorry, but I made a mistake, but no refund was applied and that the best they can do is provide the first month membership for free (something I was already getting for free when I purchased the bike). After expressing my frustration and requesting I speak to a manager, I was told, a manager is unavailable. Two days later I get an email from manager who wrote they will provide a 25% discount on the screen, that they are replacing. The next day another email, from another manager at Peloton telling me to basically ignore the previous email, and no discount is being provided because the screen is under warranty and they would be happy to just replace the screen.

Then the technician showed up one week later, but didn't bring the part needed to replace the brand now defective screen they originally sent. At this point, was done, and told Peloton, that I want to return the bike and get my full refund.

They started the refund process and provided a appt day for pickup. Their third party JP Hunt (that delivers and pickups) is equally incompetent, and provided me a pickup window of 8am-6pm! I then called peloton the day of pickup to see if they can narrow the time for pickup. I was told pick up time can't be given but was provided JP hunt's phone number. Someone from JP hunt called me to tell me it would be around 4pm. Well, they arrived at 2pm, called me to tell me they outside my door and ready to pick up bike. I was not home, and had to reschedule for another day, with another time frame of 8am-6pm.

Honestly, at this point, I am so disgusted and disappointed with Peloton, and any vendors they work with. Now looking into Nordictrack X24 bike or the Bowflex velocore bikes. Heard the bikes offer more than anything Peloton can offer and their customer service actually provides customers with service.

My brand new Peloton Bike + broke after 1 month of use and it has been 6 weeks and still the bike is not fixed. Repair service has sent parts to the wrong place, canceled re-ordered parts, failed to schedule service appointment after verifying they had, just a nightmare and after all this they still will not try to expedite the repair, just leave my without working equipment