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.
