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Discussion Starter · #1 ·
I've been hearing a lot of how unprofessional the delivery process has been carried out. One of the reasons why i'm hesitant to buy a bike right now.
How much were you charged? How long did the delivery take? Was it a shady experience?
 

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Feedback from this one person in my city was concerning but its the only negative so far

Considering Peleton bike is such a high end product, the customer service Peleton provided is the worst. I have been contacting Peleton for 4 days now, enquiring about my delivery schedule and the possibility of changing the time, anyways, during these four days, all agents that I’ve talked to including live chat, email, and phone could not help me solve my issue and would never get back to me despite their promises of getting back to me as soon as possible regarding to this matter. I am extremely and utterly disappointed with Peleton’s customer service and I hope the bike is good enough to make this all worth it.
 

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Discussion Starter · #3 ·
Wow.
Not a good look for Peloton especially with these being expensive bikes to begin with!
 

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Discussion Starter · #6 ·
It's even more of a reason to start with the Peloton studio prior to spending $$$ on equipment.
Equinox will be selling their own Peloton-like equipment
Increasing competition could turn things around if Peloton feels the pressure.
 

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My experience was bad. Delivered the bike and set it up fine but then they offered to swap my pedals since I wanted to use SPDs instead of the Delta Look that come with it. I wasn't watching the guy closely until I realized it was half screwed in and hanging at an awkward angle. Apparently he was having trouble getting it threaded right and jammed it in. I then realized he had stripped the threads on my crank and messed up my pedal. Got in touch with CS and after about a week they sent someone out who swapped out the whole bike. They also sent me replacement pedals.

Everything's been good since but they got off to a bad start. That was a year ago - hopefully the installers are better trained now.
 

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I've been hearing a lot of how unprofessional the delivery process has been carried out. One of the reasons why i'm hesitant to buy a bike right now.
How much were you charged? How long did the delivery take? Was it a shady experience?
I just ordered a bike 4/13/2020. When I went to schedule delivery, I waited 45 minutes on line to talk to a representative and never got an answer. I started a chat and was number 126 in the que. After waiting 1 hour and 30 minutes I was able to chat with a representative. The earliest date I could get for deliver in LA California was 6/13/2020. That is 9 weeks after the day I placed my order. Needles to say, with customer service like this and a 9 week wait for delivery, I will be canceling my order and looking at better options. I am sure Peloton is losing sales due to their horrible customer support and long lead time for delivery.
 

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Ordered a Bike + on Sep 28 2020, earliest scheduled delivery was Dec 10 2020!! I also, considered looking at other options but a call to customer service, they were able to bump it up to Oct 21! Super excited, and prepped everything for that day - even took off work. If you're wondering, yes that was yesterday, and no I still do not have my Peloton Bike+.

The XPO delivery company was supposed to call 30min prior to arriving in the 3-6pm window - well they didnt.
Instead, Im downstairs around 2pm and my ring doorbell tells me someone is at my door.... I rush upstairs to see the delivery truck outside! ONLY to have the driver greet me with... "mannnnn I just dropped the screen on the concrete, I broke your bike" - I literally thought it was a joke, I almost laughed until I looked out there and sure enough the screen is shattered on the concrete.

He only came to my door to tell me, the bike doesnt look damaged I can accept it, and wait for a new screen - but he recommends me refuse the entire delivery and get a whole new system. Absolutely speechless, I couldnt utter anything but... "uhh umm... okay..."

He walked away and pushed the bike back in the truck and drove off.

Let me set the scene for you - its a cold, wet, windy, overcast fall afternoon in the midwest... a miserable afternoon.
These delivery drivers get the bike out on the tailgate that lowers to the ground, its hovering 4ft above the concrete pavement on the tailgate ledge, they apparently thought it would be a good idea there - to install the 24" glass monitor, so they take it out of the box, and while attempting to install it to the bike, its not secured correctly and it falls off the bike out of his hands and crashes into the road. $3000 piece of equipment, attempted install outside in the cold and wet, hovering 4ft above the ground... BRILLIANT, what could go wrong - did!!
(I mean, even IF he installs the screen correctly outside, its likely not going to fit the clearance down my stairs to the basement gym... so if he got it inside without breaking, we'd had to still remove the screen again to get it to its destination in my home.)

After explaining all of this to Peloton, I now have a new delivery date a few weeks out... Peloton is refunding $125 of the $250 delivery charge - so kudos to them, even though this wasn't their mistake. They clearly explained that is not how the delivery or setup should have went, their customer service was great and super understanding and noted the entire situation. XPO on the other hand, I guess the driver told them I refused delivery because it was broken - leaving out the part where they dropped it and shattered it while assembling it outside. They did not seem to care as much, I am not trying to get anyone fired but I just explained it, said I have it all on my ring doorbell camera and that they should really look into a different standard/practices for deliveries with expensive equipment. I explained, this next delivery if they are the delivering party it better not be assembled in the street!

So all in all, thats my delivery story - I guess I still have one more to go, but hoping for a better outcome. Hopefully this is helpful or insightful for someone else, as it totally caught me off guard and looking back/or forward - I know next time I will be upstairs and watching for them to try to avoid this happening again.

Until then, ......still anxiously awaiting the arrival of my Peloton Bike+
 
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