Nikolaus K Uqe

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Bad interaction with support

Contains 1 confidential file for company representatives

Peloton Support is just as disappointing as everyone says. My bike was stuck on a white screen, and I chatted with four different agents.

Once, the chat just crashed, and one person simply left the chat presumably because the problem was beyond them. One person went through the canned responses with me and suggested a factory reset, at which point I concluded the chat to try that.

When it still didn't work, I joined the chat again, just for the agent to start all over with unplugging the bike. When I insisted I had done all that multiple times and asked for advice on doing the reset with a white screen, they refused to help me if I didn't follow all other resolution methods all over again.

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User's recommendation: Be ready for most of the agents to be incompetent. Leave chats or calls immediately when you get the feeling you're not getting good help and try to get a better person on the line.

Kinya Mmv

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Verified Reviewer
| map-marker North Shields, England

Payment issue

Peloton - Payment issue
Peloton - Payment issue - Image 2
Contains 1 confidential file for company representatives

O e paíd my membership but Pelotón screen still askkng me for an uodate . Coild you please fix that. I still want to use my bike.

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User's recommendation: It never happenned with

Ross F Wfw

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Verified Reviewer
| map-marker Melbourne, Victoria

Six week wait on service, no techs in Milwaukee, tech misinformed

We called Peloton to have three repairs done to two bikes we own. We were given one two hour window on just one repair day three weeks in the future (no other days or times were provided - take it or leave it).

When the tech arrived, he had just one of our three repair orders in his record. He also stated he had just driven four hours to get to our address, as Peloton has ZERO techs actually in Milwaukee, despite a metro population of over 1 million. He stated he could not do the other two repairs. I asked him if we could call Peloton to get them authorized while he was here.

He said, "No. We do no same day requests. I'll lose my contract if I do anything not in my record from corporate. And, no, you can't call them now to get it." I called Peloton after the tech left.

They had no idea why the tech had received only 1 of our 3 needed repairs when we made our service order. Peloton had mailed us a part for each of the 3 repairs, so clearly corporate had them in their system, yet that info was not relayed to the tech, who drove four hours to get to our house, then refused to do the three repairs we'd ordered, despite our having the three parts. The Peloton service agent then informed us that the only option for the tech to return to do the three repairs was three weeks away, and again, we were given only one day as an option, this time with two possible two-hour service windows. Given our experience, there was no way to speed up the tech's return.

So... We will have waited six week to get our bikes repaired when, I'm guessing, the same tech will drive four hours to reach a major metropolitan area with a population of 1 million, hopefully this time with the correct order details from Peloton, to repair our bikes. Peloton service agents tell us "We have no choice.

We must accept what the third party servicers give us." When a customer pays thousands of dollars more for a "premium" brand, Peloton management should have some choice on how and when third party tech repair people engage in repairs, no?... Otherwise, it seems the tail is wagging the dog, and the expensive price tag of a "premium" product becomes a misleading veneer for something worth less.

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Pros:
  • Good and fun equipment when it works
Cons:
  • You cannot use peloton equipment for weeks after it breaks

Preferred solution: A Milwaukee plan 1) the customer repair order provided by the customer to Peloton's phone agent matches the order sent to the service technician. 2) repairs are made inside of two business weeks from the order as opposed to over month.

User's recommendation: If you need fast and accurate repairs, don't buy Peloton. It takes weeks.

Mike Nti

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Verified Reviewer

Customer service and software horrible

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I can't say enough to let you know how bad the customer service is. It would be better for the consumer to have no customer service than customer represenatives providing the wrong information.

Customer reps do not even know basic information such as the 30 day warranty. I'm astounded at what they don't know and even more so as to what they make up. They will outright ignore your questions. The Tread is great, but do not sign up for a membership.

Pray that it never breaks.

There is no tech service. There is a $95 'activation' fee to be able to pay $44/mo in membership fees.

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Pros:
  • Good treadmill
Cons:
  • Overpriced
  • Poor customer service

User's recommendation: Buy something else... I wish I knew

Colter Jfe

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Verified Reviewer
| map-marker Anderson, South Carolina

Cancel subscription

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I have health issues and cannot use my Peleton at this time. I am 73 years old and at the present time have cannot ride my bike but when my health improves I will start restart my membership.

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User's recommendation: It is a wonderful exercise bike

Shaunak Wnz
map-marker Hollywood, Maryland

No customer service

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Peloton - No customer service
Peloton - No customer service - Image 2

Month old pelotonn shoes Sole completely separated Looks like were hardly glued on No response from peleton

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User's recommendation: Run or bike away as fast as you can

Anonymous
map-marker Moreno Valley, California

Account change

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Needed to make a change to the account and the Peloton representatives were extremely helpful and kind. Im not a pissed consumer.

I am actually happy with my Peloton bike and the people that helped me troubleshoot the matter.

No complaints on my end. Might want to consider another link for review under a different name.

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Maureen P Xdj

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Verified Reviewer
| map-marker Dallas, Texas

Cannot access classes

I am only attending free classes, but I am paying for monthly access to all classes. Why am I being blocked?

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Pros:
  • Like the classes

Preferred solution: Unblock my access

Anonymous
map-marker The Colony, Texas

Peloton Disappoints

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My treadmill broke in July 2024, I called double digit number of times, they sent to the wrong part twice, (even though I knew the safety key wasnt the issue), sent 2 techs out who couldnt fix the issue. Yesterday I finally received a new treadmill after 2.5 months of being non functional. I found everything about my experience to be frustrating and difficult.

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User's recommendation: Be prepared for ineptitude

Jodi C Aoz

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Terrible customer support after a broken tread

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Contains 1 confidential file for company representatives

I bought my tread in Dec of 2022. I paid for the extended warranty, thankfully.

17 months later, my tread just completely stopped working. I called support, I did troubleshooting and the determined they needed to send someone to service it. The earliest time he could come was almost 2 weeks later. He came, called peloton and peloton determined that it was the base.

I scheduled the base to come, soonest they could come was over a week later. Up until this point, I patiently waited and trusted that it would be resolved. The guys came, replaced the base and it still wouldnt work. He called support and I talked to them and after over an hour on the phone, she said shed swap the tread with a new one but couldnt get ahold of a supervisor.

She told me to call back in 24-48 hours. I pushed back and said a supervisor should call me. Why is it my responsibility? She assured me someone would call.

24 hours later, I called. The new gal said there was nothing in the notes that a supervisor would call me. After she tried to have me troubleshoot again, which was ridiculous after two people sent by peloton already dealt with it, she assured me someone would call in 24-48 hours 24 hours later, I called again. No supervisor.

Promise of someone calling me. Next day, called again. Promised that a supervisor would call within 2 hours. Waited the entire day, still no call.

Finally called today and Im pissed. Theyll swap my tread but who freaking knows how long Ill have to wait. I asked if I could buy a new extended warranty because I do NOT trust that this wont happen again in 18 months, since this seems to happen a lot. He didnt know, Id have to talk to sales- which to me means getting stuck in ANOTHER loop.

Asked if I could pay the difference for a tread plus to avoid dealing with this again in 18 months. He said no. So now, because its Friday, I wont have a resolution until Monday.

Im SO frustrated. Ive been a loyal peloton customer, Ive referred countless people, I remained patient in the beginning but this has ended up being a horrible process and I and very disappointed in how peloton has handled it.

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Pros:
  • Classes and content
Cons:
  • Horrible customer service and terrible policies

Preferred solution: A new warranty or the ability to pay the difference for the upgraded product that won’t break in 18 months

User's recommendation: Be careful. If something goes wrong, no one will try to help and you’ll have to follow up constantly for a disappointing result.

Alliana Gaj

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Verified Reviewer
| map-marker Chicago, Illinois

WORST CUSTOMER SERVICE EVER

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Absolutely furious with the horrendous customer service at Peloton! I called just to re-arrange a delivery, and the incompetent representative I spoke with canceled my entire order without my consent!

Now the items I ordered are out of stock, and I am left empty-handed.

I tried to explain over and over that I didn't need a re-order, just a new delivery date, but this idiot showed zero patience and outright hung up on me! No explanation, no apology, nothing! How can a company treat its customers this way?

This is beyond unacceptable. Peloton, you need to get your act together!

If you can't handle simple requests, you shouldn't be in business. Fix your customer service immediately!

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User's recommendation: Never expect they will help

Eternity Nmq
map-marker Charlotte, North Carolina

Extra charge

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I just have an extra charge on my card of $49.00 I want to know what its for I just received my Peleton treadmill

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Anonymous
map-marker Atlanta, Georgia

Customer support is absolutely horrible

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.

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Leticia P Bhi

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Verified Reviewer
| map-marker Roodepoort, Gauteng

Entertainment Options and Scenic View Music

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Peloton - Entertainment Options and Scenic View Music
Original review updated Feb 03, 2024

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.

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Pros:
  • I like the scenic views and entertainment options
Cons:
  • Streaming options are limited music algorithm needs updating

Preferred solution: I want the Hip Hop Gold algorithm corrected so I can stop hearing the same 4 or 5 songs. I also want more streaming options. I have subscriptions for Hulu, Amazon Video, Peacock and YouTubePremium. None of these are options on the Bike or Tread.

User's recommendation: Peloton Tech Support is a joke!

Roshawnda Bbs

Incompetent Customer Service Reps

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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

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Preferred solution: Apology

User's recommendation: Rent your bike don't buy it

Resolved
Sarah S Mqr

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Verified Reviewer

Resolved: Refund

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Updated by user Apr 20, 2024

Company fixed the issue and I have been provided with apology. Accepted solution they offered

Original review Apr 13, 2024

I was finally offered a solution that I accepted. It's around 70% of refund but it's better than nothing.

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Loss:
$100
Pros:
  • Convenient workout
Cons:
  • Customer service

Preferred solution: Full refund

User's recommendation: Pay attention to subscription through Google pay

Peloton FAQs

Winnie Murugi
PissedConsumer Reporter

Peloton is an interactive platform for fitness with access to live and on-demand instructor-led classes. The platform can be used on Peloton Bike or Tread. The classes can be accessed on smartphones, tablets, TV, and PCs.

Peloton FAQs

There are two bikes: Peloton Bike and Peloton Bike+. The first one may start at approximately USD 1,500. The second may start at approximately USD 2,500. Peloton Bike+ has a bigger high-definition rotating touchscreen, four-channel audio, two front- and two rear-facing speakers, and an auto-follow functionality.

You may try a new bike in your home for 30 days for free. During these 30 days, customers should decide whether they like to keep it or send the bike back and get a full refund. The trial is provided across the contiguous U.S.

The membership provides access to live and on-demand classes whenever you want, either with or without equipment. It costs USD 12.99 before tax. It covers thousands of spinning, race, scamper, weight training, and outdoor (audio-only) classes.

The cancellation procedure depends on the platform you subscribe to. In most cases, you should go to the device settings, click Subscriptions, select your subscription, and click Cancel. Your subscription should remain active after turning off auto-renewal until the end date listed under Manage Subscriptions.

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