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Discussion Starter #1
We ordered a bike through our local store in Madison, WI in October. Delivery was scheduled for January 9, 2021. We paid for the bike in full in October. I get the long lead time, no problem.

The bike was supposed to be delivered yesterday. It did not happen.
30 minutes after the delivery window closed, I reached out to Peloton and spent an hour or more trying to find out what's going on and why no one had contacted me. Several calls later I get through to David at customer service, the 4th person at Peloton I spoke with. Today I received an email asking if my issue had been resolved. Yeah, NO. Here is what I had to say. Please note that two of my adult kids have Pelotons and love them.

My Response to Customer Service.
Lack of resolution to my issue. ON 64bb28f8
This was not David's fault, He does not have the authority to resolve this. David was very cordial, just totally ineffective.

We ordered a bike in October. The delivery date was set for Jan 9.
We were notified by email on January 8 at 7:30 PM the delivery window was 11 am to 2 pm on January 9.

At 2:30 PM no one had shown up nor had anyone emailed or called to let us know what was going on.
I reached out to Peloton spent over 50 minutes on the phone to the store I purchased from, customer service (2 times) and XPO.

I was told there was an accident on Friday with the delivery truck which caused a delay. The truck went off the road and had to be towed. Friday night there was a delay and yet no one bothered to notify your customers of the issue. I wasted 1/2 the day waiting for a delivery you knew would not happen within the window you provided. When I spoke to customer service, they were apathetic about the issue, nothing they could or would do but try to reschedule. The re-schedule is not the issue. The issue is your total disrespect of your customers.

I just got off the phone with the store manager in Madison, WI where we purchased the bike. she told me that there was nothing she could do other than direct me to the customer service #. I bought locally because I like to support local businesses. It is also usually good to be able to work with a local business owner if an issue needs to be resolved. In this case, no. She was not willing/able to do anything to resolve this other than give me the customer service #. She told me this was the third call she received today about this very same issue. Sounds to me like Peloton has a very systemic issue and is filtering customers through their call center to avoid addressing their customers.

What a bunch of Bull! If I ran my business like this, I would not have any customers to service.
This is the worst customer service I have ever experienced.

I would like to talk with a director or VP within Peloton who actually has the authority and desire to do something about this.


Given Peloton's current level of service, I don't expect them to reach out to me. I am seriously thinking about filing an issue with my credit card company and asking them to refund my $ since I have not received any product.

We were so looking forward to trying this as a wintertime way to stay in shape.
 

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Hi, I'm sorry to hear about your experience. I've seen a lot of reports of people who have had bad experiences related to delivery.

This site is made up of enthusiasts and isn't actually affiliated with Peloton in any way. I would suggest trying to escalate through support Peloton Support or you could try reaching out to their corporate office.

I hope they resolve your situation!
 

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Discussion Starter #3
Stefon,
Thanks for your reply.
I do understand the nature of this website. I appreciate your comments. I am indeed trying to get a response from Peloton. So far nothing but "Crickets"
 

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That sucks! It really is a shame that Peloton can't dial in their delivery issues. I can understand if the can't make enough bikes, but I can't understand why they would miss their delivery commitments by so much and not let their customers know until the last minute. They are really opening the door for other competitors.
 

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We ordered a bike through our local store in Madison, WI in October. Delivery was scheduled for January 9, 2021. We paid for the bike in full in October. I get the long lead time, no problem.

The bike was supposed to be delivered yesterday. It did not happen.
30 minutes after the delivery window closed, I reached out to Peloton and spent an hour or more trying to find out what's going on and why no one had contacted me. Several calls later I get through to David at customer service, the 4th person at Peloton I spoke with. Today I received an email asking if my issue had been resolved. Yeah, NO. Here is what I had to say. Please note that two of my adult kids have Pelotons and love them.

My Response to Customer Service.
Lack of resolution to my issue. ON 64bb28f8
This was not David's fault, He does not have the authority to resolve this. David was very cordial, just totally ineffective.

We ordered a bike in October. The delivery date was set for Jan 9.
We were notified by email on January 8 at 7:30 PM the delivery window was 11 am to 2 pm on January 9.

At 2:30 PM no one had shown up nor had anyone emailed or called to let us know what was going on.
I reached out to Peloton spent over 50 minutes on the phone to the store I purchased from, customer service (2 times) and XPO.

I was told there was an accident on Friday with the delivery truck which caused a delay. The truck went off the road and had to be towed. Friday night there was a delay and yet no one bothered to notify your customers of the issue. I wasted 1/2 the day waiting for a delivery you knew would not happen within the window you provided. When I spoke to customer service, they were apathetic about the issue, nothing they could or would do but try to reschedule. The re-schedule is not the issue. The issue is your total disrespect of your customers.

I just got off the phone with the store manager in Madison, WI where we purchased the bike. she told me that there was nothing she could do other than direct me to the customer service #. I bought locally because I like to support local businesses. It is also usually good to be able to work with a local business owner if an issue needs to be resolved. In this case, no. She was not willing/able to do anything to resolve this other than give me the customer service #. She told me this was the third call she received today about this very same issue. Sounds to me like Peloton has a very systemic issue and is filtering customers through their call center to avoid addressing their customers.

What a bunch of Bull! If I ran my business like this, I would not have any customers to service.
This is the worst customer service I have ever experienced.

I would like to talk with a director or VP within Peloton who actually has the authority and desire to do something about this.


Given Peloton's current level of service, I don't expect them to reach out to me. I am seriously thinking about filing an issue with my credit card company and asking them to refund my $ since I have not received any product.

We were so looking forward to trying this as a wintertime way to stay in shape.
I ordered my Bike+ in September and it was delivered on December 27th. Unacceptable.
 

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I ordered my Bike+ in September and it was delivered on December 27th. Unacceptable.
You know it’s not Amazon Prime lol. Everything is getting hit with shipping delays because of high demand and the global pandemic. I had to wait longer than that for my bike+. Im just saying have a little perspective :)
 

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I ordered my Bike+ in September and it was delivered on December 27th. Unacceptable.
We ordered a bike through our local store in Madison, WI in October. Delivery was scheduled for January 9, 2021. We paid for the bike in full in October. I get the long lead time, no problem.

The bike was supposed to be delivered yesterday. It did not happen.
30 minutes after the delivery window closed, I reached out to Peloton and spent an hour or more trying to find out what's going on and why no one had contacted me. Several calls later I get through to David at customer service, the 4th person at Peloton I spoke with. Today I received an email asking if my issue had been resolved. Yeah, NO. Here is what I had to say. Please note that two of my adult kids have Pelotons and love them.

My Response to Customer Service.
Lack of resolution to my issue. ON 64bb28f8
This was not David's fault, He does not have the authority to resolve this. David was very cordial, just totally ineffective.

We ordered a bike in October. The delivery date was set for Jan 9.
We were notified by email on January 8 at 7:30 PM the delivery window was 11 am to 2 pm on January 9.

At 2:30 PM no one had shown up nor had anyone emailed or called to let us know what was going on.
I reached out to Peloton spent over 50 minutes on the phone to the store I purchased from, customer service (2 times) and XPO.

I was told there was an accident on Friday with the delivery truck which caused a delay. The truck went off the road and had to be towed. Friday night there was a delay and yet no one bothered to notify your customers of the issue. I wasted 1/2 the day waiting for a delivery you knew would not happen within the window you provided. When I spoke to customer service, they were apathetic about the issue, nothing they could or would do but try to reschedule. The re-schedule is not the issue. The issue is your total disrespect of your customers.

I just got off the phone with the store manager in Madison, WI where we purchased the bike. she told me that there was nothing she could do other than direct me to the customer service #. I bought locally because I like to support local businesses. It is also usually good to be able to work with a local business owner if an issue needs to be resolved. In this case, no. She was not willing/able to do anything to resolve this other than give me the customer service #. She told me this was the third call she received today about this very same issue. Sounds to me like Peloton has a very systemic issue and is filtering customers through their call center to avoid addressing their customers.

What a bunch of Bull! If I ran my business like this, I would not have any customers to service.
This is the worst customer service I have ever experienced.

I would like to talk with a director or VP within Peloton who actually has the authority and desire to do something about this.


Given Peloton's current level of service, I don't expect them to reach out to me. I am seriously thinking about filing an issue with my credit card company and asking them to refund my $ since I have not received any product.

We were so looking forward to trying this as a wintertime way to stay in shape.
I wouldn’t cancel the order. I’m sure once you get the Bike you’ll love it. But you should be compensated for your time. Some free gear or even free 6 month subscription something.
 

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Discussion Starter #9
I wouldn’t cancel the order. I’m sure once you get the Bike you’ll love it. But you should be compensated for your time. Some free gear or even free 6 month subscription something.
For me, the wait has never been the issue. I am ok with waiting and am generally extremely patient.
In this case, it is the utter disrespect for me as a customer and their delivery team failing to notify me of the delivery cancellation. Just exactly how long does it take to send an email saying? "We are sorry, your delivery has been cancelled for today we will contact you to reschedule" I spent the better part of an hour trying to track them down after waiting for 3 hours for the delivery. They knew the day before there was an issue and they would not be able to meet their promise.

And, as I sit here now, their response to me about this issue has been "Crickets" including any offers to "Comp" me.

I am sure we will enjoy the product once we get it.
 
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