Peloton
Reviews and Complaints

The handle bars on my bike became loose so I contacted support for assistance. Here are the key details of my frustrating experience:

*First agent says it's an easy fix and sends me a link to video instructions and ends the chat.

After the chat I view the instructions and see it requires a new part which I do not have and which was never mentioned during the chat. So I have to reinitiate the chat.

*Second agent doesn't review the previous chat and gives me a different solution. Before the conversation is complete it "times out" because the agent had too long a gap in communication. I had to initiate chat a 3rd time!

*Amazingly, I'm routed to the same agent whose poor responsiveness led to our chat session timing out.

This time he ends the chat himself. This requires I initiate a 4th chat!

*I'm routed to a 3rd agent - she gives me a completely different solution (3rd solution to the same problem). She at least kept the chat going until the conversation was complete and offered a solution. I also asked to speak to a supervisor because I wanted to convey my experience with the previous agents.

She says she sent a message (rather than connecting me then) and suggested I'd be hearing from a supervisor. Two weeks later I haven't heard a thing from anyone.

*The third agent sent me a replacement part. I replaced the part, but it did not correct the problem. So I started another chat.

I asked at least three times for the agent to review the chat history from before so I didn't have to repeat all of the fine details of the situation. She didn't do it. She offered yet a 4th solution! There's no consistency whatsoever across these people, which does not inspire confidence.

And before this conversation was complete it timed out because she was not responsive enough and I had to start all over with another agent!!!

*I explain to the next agent right out of the gate what had just happened. She said "give me a minute to review the history" then that chat session times out! Again, because she was not responsive enough.

*I had to start with yet another guy!

That guy Deion T doesn't even respond and just leaves the chat.

So I still have no solution and have spent well over two hours on something that really isn't that big of a deal to repair (I don't think anyway).

They are absolutely worthless. There's no way I would purchase another product from them which is too bad because I liked the bike and the classes...but now that it's not working I find the customer service absolutely intolerable.

Hip Hop Gold continues to play the same 4 or 5 songs. Im not having the same issue with Chill Vibes, Latin Wave, Retro Road, etc.

Can someone check my algorithm so I can listen to other songs? My software is up to date. Tech support asked if Im using Spotify or Apple Music? Do you even own a Peloton?

I also asked what happened to Hulu and Amazon Video as a streaming option?

It was there during beta. Will these be options in the future? Tech support said they were NEVER options on Peloton not even during beta. Again, have you ever used a Peloton Bike or Tread?

Wait! How long have you worked for Peloton? Smh.

After 5 discussions with 5 different people with 5 different answers, no one ever opened a ticket about the music algorithm or submitted a suggested for future streaming options.

I finally hung up with zero resolution. Frustrated.

I was told via the chat my touchscreen needed to be replaced and that I needed to call to place the order. I asked if there was a case number for me to reference and they said no that when I called the rep would have the information.

The rep did not have the information. He was annoyed that I told him the above and placed me on hold for 8 minutes only to come back and tell me that he found no notes on my case. He said the screen would cost $650. I looked on the website and saw the replacement screen was $375.

I asked what the difference was and he was not able to explain it. I told him I'd call back and proceeded to start a new chat online and ask the rep if the screen online would work with the bike+. They said it would. I tripled checked with them just to be sure, and they kept reaffirming me it would work.

Then after 20 minutes they said it would not. I wasted an hour and a half trying to get this resolved.

TLDR: The customer service is horrible.

They provide incomplete and contradictory information. The website should clearly state the replacement screen does not work with the bike +.R

I don't complain or get igdignant for a lot of things, but I have to say Peloton Interactive has caused me to sink to this level.

After spending $4k on their treadmill in December of 2020, the tread died a couple weeks ago.

I went through the appropriate channels to schedule a service appointment, paying $170 USD to do so. After waiting a week to hear about scheduling an onsite visit, I emailed the service provider yesterday.

This was the response I got (see image).

So...let me get this straight...

I'm supposed to pay over $1k and assume that the issue will be resolved, sight unseen?

No.

From what I've researched online, others have paid this exorbitant fee, only for it NOT to fix the issue.

This is AWFUL customer service. Peloton instructors and community are great. Service?

Not so much.

I may be quiet, but when I feel wronged, I WILL blast to all social media and other platforms, as well as run it up the chain however I have to. It's unacceptable.

I look forward to a response from the Corporate office.