Peloton (United Kingdom) Reviews 

Posting here as a review/last cry for help following an awful experience with Peloton.

Purchased my Bike+ just over two years ago, had issues since then that engineers came and fixed but nothing to the extent of the current one. Looking back it has become clear that I was sold a faulty piece of equipment.

Recently the metrics stopped working properly and after some troubleshooting an engineer was sent out again. Engineer comes and tells me the issue is with the ‘electronic brake unit’ and I’ll have to call support line again when he’s left. Service over the phone was shocking…overseas call centre, inability to communicate effectively, lack of empathy, callbacks promised that never happened…eventually told via email that the fault meant I needed the entire frame replaced at a cost of £1400! Almost the cost of a new bike! Peloton taking no responsibility despite engineer saying it was a manufacturing fault, ‘out of warranty’ is all they are saying.

Seems incredible to me that something costing thousands of pounds would break so quickly and the manufacturer would take zero responsibility. Complete waste of money, very sad and expensive experience that I hope others manage to avoid.

Love it. I thought the instructors might be a bit cheesy but they're brilliant. So convenient being able to exercise at home.

Pleased to take delivery of bike+, technicians very helpfully carried it upstairs and set it up. Easy to use screen. Useful that screen can swivel in order to access the wide ranging content and find space to do the many taster classes on offer.

I ordered a bike+ recieved a phone call telling me it was going to be delivered on the 4th, took a day off work, guess what, no bike, no phone call no comms whatsoever, I contacted support and they eventually got the delivery company to phone me, the earliest date they could give was a week later, no good to me as I have meetings, the next date was the 14th, do I have confidence no, I've cancelled

We love the bike and classes. So happy we got the weights too

After the update, the system just blocked any content that involved Robert F Kenndy, this was to top the 3 breakdowns I had already and 2 flat tyres... Rubbish product to be honest

My Peleton will shortly be on Youtube being grinded into about 10 pieces.

Goto Youtube and search for.

This is How You DESTROY Woke Companies!

Never buying from here again. Bad quality, bad service and the owners are a bunch of scumbags

AVOID! USELESS Absolute Joke of a customer service

overall been a great experience so far, friendly, encouragin and professional.

Delivery and set up very straightforward, the only snag was that for some reason the machine needed a factory reset to enable live/recorded classes. The chat line wasn't the best experience but the telephone customer services was better and resolved the issue. Over all though enjoying the experience...

Bought a Peloton bike in July 2020. The frame and physical features are high-quality, but I faced connection issues with the electronics early on. Initially, I thought it was my wifi, so I enhanced my connection. All other devices in the room connect seamlessly with speeds up to 380Mbps download and 35Mbps upload. Despite this, the bike's connection remains unstable.

Peloton's response has been lackluster. After multiple interactions and troubleshooting, including a machine reset, the only solution was to replace the monitor. But, the limited warranty for the monitor had expired. It's frustrating that while the bike frame has a 5-year warranty, the monitor (which is such a big component of the Peloton experience) only has a 12-month one. When I called customer support, I was told a replacement would cost £400. After spending £2000 on the bike and an ongoing £39/month membership, this felt excessive. They didn't even contemplate the possibility of, say, replacing the radio inside. Their refusal to offer alternative solutions, even after I mentioned considering cancelling my membership, was disappointing.

Peloton should respect customers who invest significantly in their products. Faulty equipment and inadequate customer service don't reflect well on a reputable company.

Very helpful guidance about the products, ordering and classes available

Horrendous customer service. Bought a second hand tread from a friend and Peloton informed me they should not be moved by anyone other than themselves. Paid £150 for the dismantle service and have had to call every day for 7 days to try and book this in however am being told they do not offer the dismantle service in the area, even those they installed at the exact same address. Bizarre and frustrating to say the least with no solution other than 'I will esculate this email'. Stuck with a second hand Peloton I cant ever move.

Let me start with the Peloton Tread product itself - when it works it is truly excellent!. The quality and variety of the workouts is second to none. The issue I have is the reliability of the equipment. In 1 year, we have had 4 Tread Base replacements, 3 Handrail replacements, 2 Tablet/Screen replacements and we're awaiting our third. 1 base arrived fresh from Peloton un-lubricated, a couple have arrived misaligned - from the factory. The delivery staff tend to usually be from XPO (a logistics company untrained to do anything other than basic delivery and build of the device); they are not technical or trained in any form of Peloton troubleshooting. On 2 occasions they have not installed/built our Tread properly leading to more problem callouts and technical support. On the odd occasion you actually get a Peloton technician, they are really excellent and really know their stuff. For a premium fitness product, we really shouldn't be getting such a shocking service from XPO - we need more actuallytrained people.

Finally, in the case mentioned above where one of our bases needed lubrication when it arrived from the factory (which is poor) I reported it to Peloton and they stated I was out of warranty so that would cost me £95! When it was a brand new based that had been delivered inside the warranty period, I think that is terrible. Although some months membership were offered for free, I effectively felt strong-armed into buying an extended warranty.

There are also two types of base unit I circulation that keep getting recirculated - we've had v1 and v2 delivered on different occasions. If there has been a revision - we do not expect an older model when we get a replacement, it was redesigned for a reason.

Given the equipment has on average needed one or more replacement parts every couple of months for the year we had it, I'm glad we have the extended warranty as I suspect we will continue to need to use it. I'm disgusted by the service Peloton provide, but am really torn because when it works I love the product and so does my wife. If I knew what I know now I wouldn't buy it.

Updated: Sure enough a month or so after the 4th Tread Base we're awaiting a delivery for our 5th. We called one of the Peloton Engineers (not XPO) out to assess a rattling and he diagnosed that once again the base hadn't been put together properly by XPO, there was a screw missing and some twisted components inside. I am starting to despair with this company. It is so good when it works but they employ untrained people to deliver and build these very, very expensive pieces of equipment. Do better.

Fab classes keep me motivated - which is a challenge in itself
Also, just a Beautiful piece of equipment

I have been using my Peloton Bike+ for about two years. On several occasions, I had to do a factory reset when they sent a new update, and the system stopped working. This week, they sent out a new update, which caused the bottom bar to freeze. Reading on the internet, I saw hundreds of people complaining about the same problem, and saying that Peloton suggested buying a new screen, even though the problem occurred after a system update sent by Peloton. They claim that the screen is defective, when in fact, it just doesn't work on the main screen of their system, working normally in other situations. In other words, they created a problem via software, and now they are trying to push the bill onto users, causing them to have to buy a new screen. Peloton's customer service is simply appalling, and I will be suing them for this, it will be the easiest thing in the world to prove that the defect is in their software.

If I could leave no stars I would. We have had the bike 3 years and as of yet no issue. We have the trend just over a year and it recently blew our power out, massive fault with the base unit. Peloton customer service is terrible, it took over 3 weeks for a engineer to come out, he said he wasn’t fully qualified to look at the base, we told him not to plug in as that is what our electrician had advised. He then proceed to plug it when left alone, blew our power again! Said he never seen anything like it, massive safety risk, and left us to get the electricity repair again (at our own cost.. again) Said peloton would call us - they never did… long story short - after 4+ calls to peloton and over another 3+ weeks later, they send us an email saying we have to pay for a new base… they are not concerned about the fact their machine caused a massive electrical surge that could cause an electrical fire, they are not concern this could be a bigger issue with other trends, just want more cash.
I like the peloton product but the life time of the machine is too short for the initial outlay and the customer service is the worst I have ever come across. I would never recommend anyone to buy from peloton based in this experience.

I have some cycling shoes and one of the metal straps that the laces go through completely snapped just by tying them, I informed them of this and after multiple emails back and forth, they decided they wouldn’t do anything about it. All I wanted was it fixing or a replacement sent as I’d not had them long, but they said they don't have the service available to fix them but gave no explanation why they wouldn’t replace them.
Every reply was “We’ll do everything we can to resolve this issue” they did absolutely nothing! Terrible company!