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Looking through general customer complaints, feedback about customer service, delivery delays and many others sure makes you wonder when Peloton will get out of this mess. March 2021 seems promising but who knows. Has anyone here left a complaint?
Customer Reviews
  • 1.34/5
  • Average of 247 Customer Reviews
Customer Complaints
  • 1,262 complaints closed in last 3 years
  • 1,219 complaints closed in last 12 months
Pattern of Complaint:
BBB files indicate a pattern of complaints concerning delivery and customer service issues. Consumers are telling BBB about the problems they are experiencing after ordering exercise equipment from Peloton. Numerous consumers claim they have been waiting weeks or months for their purchased merchandise, which they believe was supposed to be delivered around 8-10 weeks after placing the order. A number of these consumers also express frustration that the extensive delivery delays mean that they are paying for a service and/or equipment which they do not have. Some consumers say they are only notified about a shipment delay shortly before or on the day of the planned delivery. Others claim they are not notified at all about shipment delays and have to contact Peloton to find out what is happening with their orders. Customers awaiting delivery reportedly encounter a lot of difficulty with the company's customer service representatives. Many consumers mention the lack of clear communication from Peloton representatives about the reasons for the delivery delays as well as inability to verify a firm delivery date for the merchandise.

On 1/20/2021, BBB reached out to Peloton to request its voluntary cooperation in addressing the issues identified in the Pattern of Complaints. As of 2/01/2021, the business has responded to BBB and indicated Peloton is actively working towards improving the customer experience by exploring a variety of solutions that will alleviate long delivery times as well as striving to move up delivery dates at every opportunity.
 

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Doesn't surprise me - their only solution to any tablet issues is "Pay $400 for a refurb model", even when the issue seems to be software/firmware/hardware related, and not user caused. I think a lot of legacy users have moved away from the platform.
 
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