Peloton (North America) Reviews 6.743

Pedal snapped off and injured my hip.
I need surgery.
Peleton denied warranty to fix pedal, but I’m more concerned with injury.

Peloton customer service and repair feel like a complete scam.

We purchased a Peloton treadmill for $2,975 on a 1-year payment plan. Almost to the exact day of our final payment—and right as the warranty expired—the treadmill stopped working with a “safety key error.”

What followed has been an absolute nightmare. Peloton has now sent:

A replacement safety key (didn’t fix it)
A new motherboard + technician (still broken)
A wiring harness + another technician (still broken)
A FOURTH part + a THIRD technician (still not fixed)

After all of that, the treadmill STILL doesn’t work.

Now we’re being told the entire handlebar needs to be replaced—an $800+ part, plus paying again for a technician—just to use a treadmill that is barely a year old.

So let me get this straight: we spent nearly $3,000 on a “premium” treadmill that broke right after the warranty expired, Peloton has thrown multiple parts and technicians at it without fixing the issue, and now they want us to pay hundreds more to maybe fix it?

This is unacceptable. A one-year-old treadmill should not completely fail like this, and customers shouldn’t be stuck paying the price for what clearly seems like a deeper defect.

Buyers beware—if something goes wrong, you may be on the hook for a very expensive problem with no real solution.

Peloton has no idea how to repair their own equipment. You'll spend half of the rest of your life on hold trying when it breaks. They want to throw your money and their parts at it. It is simply painful. I just can't believe how bad they are. Honestly. It's so disappointing that a company that has such a great platform is so BAD with the equipment. They sent a technician to my house and it still a guessing game with hundreds of dollars to try this or that because I moved my tread forward 10 inches. I have one last effort to try to repair it and then it's marketplace to rid myself of future agony. If you don't believe me, read the reviews. One day they'll be gone and wonder why.

Bad all around. Got tossed around from department to department with many unkept promises from reps saying they would follow up with me.

DO NOT buy a peloton. Second purchase was a treadmill. It has been down three weeks. They ordered parts and they never showed up. Technician came to the house without parts. We called and they said “sorry, we will check into it”. Haven’t heard back in 5 days. Now i am 3 weeks without a treadmill. Worst customer service ever, especially for a $3,000 treadmill and a monthly service!

I have been a member of Orangetheory for 12 years. After months of deliberation, I decided to get a home treadmill that would allow me more freedom in my workout times. I researched online and went to a fitness store and tried multiple options. I finally decided to splurge on the Peloton despite the Nordic Track 1750 being $1500 less expensive. Having invested in a premium experience, I was extremely shocked when my new $3500 treadmill was delivered on March 9 and did not work. I called customer support for an appointment with a tech as instructed, and the soonest available appointment was March 17 when I was out of town. Since I live in the fourth largest city in the U.S., I truly didn't believe that I would have to wait 8 days for an appointment to have my brand-new machine up and running. I called customer support and was told that was, in fact, the earliest appointment. Nothing else could be done. I made it clear the appointment would have to be between 8 and 10 when my husband could be home. (He was actually furious that we had been left with a brand new $3500 treadmill that didn't work and felt the only solution was a replacement.) I called Peloton back and waited 5 hours to talk to a supervisor who said she would try to get me an earlier appointment. I never heard back from her. I left comments on Facebook posts and finally got a DM saying nothing more could be done. I looked for an e-mail address, so I could clearly relay my situation since I was convinced someone would take this more seriously, and there is no working e-mail address to be found on your website or chat.

When this morning's appointment came, the technician did not arrive until 9:45 when my husband had to leave at 10 as was clearly emphasized on my previous call. Even in your emails and texts, this is communicated as an appointment and not an arrival window. The technician had no Peloton parts, so there was actually zero chance I would have had a working treadmill today since the parts have to be shipped. That was never mentioned as a possibility in any of my conversations with customer suoport. I am now being told the soonest appointment after the parts arrive is March 31. You would think as a fitness company, you’d understand that losing a month of workouts is detrimental to your health. At this point, I am so deeply disappointed in this entire experience and the way you treat your members that I am returning the non-working treadmill. In none of my six phone conversations with your representatives did someone say that this was an unusual experience which is even more disturbing. If this is the way I'm treated when I'm still in my 30-day "return" period, how will I be treated once I don't have the option to return it?

I have a Peloton Bike+ and have the upgraded screen when originally purchased. The warranty has since run out. I have less than 150 rides completed so the bike wasn’t used that often. The top and bottom 1” of the screen have become unresponsive and additionally the bike will not update firmware when prompted. It will update other software updates. When I called Peloton customer service, the only option was to purchase a brand new screen for $650.00. I stated this was ridiculous, no option was given for repairing. I called back a few days later and a different rep gave me an option for a refurbished screen replacement for $150.00. I opted for this, received the screen today and it’s not the same screen and does not fit on the bike. I called back, they wanted me to send pictures of my existing screen and replacement. They confirmed they were different and the rep stated there was no refurbished option for the bike + screen. She stated I would have to purchase a new screen at a cost of $650. They stated they would credit the $150 if I decided to purchased. I told the rep they have zero dedication to the customer, they clearly do not stand behind their product or offer solutions except for a filthy money grab. They rep stated she spoke to the supervisor and could not offer anything either. You almost feel held hostage in this situation. 5 calls in and almost 2 hours on the phone. Piss poor experience. I wouldn’t not recommend them for any products.

I order a treadmill in December it’s been 2months and no answers on when my treadmill will arrive I cancelled my order because they didn’t know when they would have one available what a company I will never order anything from them again poor customer service and they lied on the delivery they shouldn’t be in business

I reported this issue 8 months ago when my treadmill suddenly went black and stopped working. I was told the entire base needed to be replaced and was quoted $1,600. This was outrageous considering the treadmill was just over a year old and cost over $3,000—and was completely unusable.

After sitting with that for months, I called again for a second opinion. This time, a different technician said the issue was only a $35 smart card and said it would be ordered. A tech visit was scheduled to install it.

When the tech contacted me for the appointment, I never received the part, and he had no record that he was coming to install anything—only to re-diagnose the issue. Now I’m stuck in an endless loop where no one seems to know what I’m talking about regarding the smart card.

This is beyond frustrating. The amount of money I’ve spent on Peloton compared to the level of support I’ve received is unacceptable.

I purchased Peloton cycling shoes on November 15 as a Christmas gift. The bike and shoes were not used in November or December, and I began using them in January for the first time.

Upon first use, it became clear that the shoes are too large and that the sizing does not correlate with the shoe size I normally wear. The shoes are not damaged and have minimal use, and I offered to provide photos.

When I contacted Peloton support, I was told that because the purchase was outside the 30-day window, no resolution or guidance of any kind could be offered. I was also told that there was no one above the supervisor I could speak with.

I understand policies, but this was a gift that could not reasonably be evaluated until use began. For a premium brand, the lack of flexibility and refusal to escalate the issue was disappointing. I am simply seeking a reasonable resolution for an unused, incorrectly sized product.

Oh, my god, how incompetent can one company actually be? It seems to me you have to work really hard to be as inept as Peloton has been. It has been weeks dealing with them because of a failed cable that required a new handelbar set. Between shipments not arriving when they are suppose to, and that when they do arrive, the shipment is not complete because they left out a part, and them not having the ability to expedite, causing having to reschedule the technician. And now when the day comes for the technician, he doesn't even show up so they want to schedule it another week out. Do yourself a favor and check out Boflex instead. The only bright spot is the original tech they sent, from Velofix, yes, there's been multiple, but for this recent visit, that nobody showed for, it was a different provider. When I went to reschedule, they can't even make sure I have the tech that actually knows what he's doing and show's up!!

Peloton Bike gives an excessive 13 hour window on the date of delivery. The day of the delivery I wake up to an email that says delivery has been cancelled. I had to set up the next 13 hour window for one week later. Unprofessional, inefficient and extremely inconsiderate of the customer.

I gave them a one star because I can't rate it lower.
I ordered a new bike, and when it the technician was assemblying it, informed me the screen is not working. I then spoke to someone from Peloton who then stated they will send a new screen and another technician will help me set it up. And for the inconvenience they offered a discount on the bike. I then followed up with Peloton a couple days later, and initially the rep told me, a 15% discount was applied toward the purchase of the bike and then after explaining I haven't seen that refund come through, he then apologized and stated "sorry, but I made a mistake, but no refund was applied and that the best they can do is provide the first month membership for free (something I was already getting for free when I purchased the bike). After expressing my frustration and requesting I speak to a manager, I was told, a manager is unavailable. Two days later I get an email from manager who wrote they will provide a 25% discount on the screen, that they are replacing. The next day another email, from another manager at Peloton telling me to basically ignore the previous email, and no discount is being provided because the screen is under warranty and they would be happy to just replace the screen.

Then the technician showed up one week later, but didn't bring the part needed to replace the brand now defective screen they originally sent. At this point, was done, and told Peloton, that I want to return the bike and get my full refund.

They started the refund process and provided a appt day for pickup. Their third party JP Hunt (that delivers and pickups) is equally incompetent, and provided me a pickup window of 8am-6pm! I then called peloton the day of pickup to see if they can narrow the time for pickup. I was told pick up time can't be given but was provided JP hunt's phone number. Someone from JP hunt called me to tell me it would be around 4pm. Well, they arrived at 2pm, called me to tell me they outside my door and ready to pick up bike. I was not home, and had to reschedule for another day, with another time frame of 8am-6pm.

Honestly, at this point, I am so disgusted and disappointed with Peloton, and any vendors they work with. Now looking into Nordictrack X24 bike or the Bowflex velocore bikes. Heard the bikes offer more than anything Peloton can offer and their customer service actually provides customers with service.

My brand new Peloton Bike + broke after 1 month of use and it has been 6 weeks and still the bike is not fixed. Repair service has sent parts to the wrong place, canceled re-ordered parts, failed to schedule service appointment after verifying they had, just a nightmare and after all this they still will not try to expedite the repair, just leave my without working equipment

I am a long time member. I live in FL and my membership is 49.99. I also pay for a family member in NY. Her price is now $56.57. They say the difference is the tax but will not return a call to tell me how they are charging OVER 13%. I am disgusted that no one will return my call. They just send it to escalation team and do nothing. Given that Peloton has been sued on this issue you would think they would be able to answer.

I had a subscription to the Peloton + app for a year and let it lapse. As I am trying to renew my membership, I want to pay for annually, a little savings that way, and the website will not allow the change without talking to someone. The problem is no one I've talked to (3 people now, and several hours later) can resolve the website issue to allow me to subscribe annually. It is the most dysfunctional website ever. The app itself I like, the instructors are great, but initiating a membership change seems impossible. It doesn't seem to be a business/billing office to talk to, only call centers.

I purchased my Peloton Tread in January 2023, and it was delivered February 1, 2023. Per the warranty booklet that came with my tread the walking belt has a 3 year warranty. "Peloton warrants the walking belt against defects in workmanship and materials for a period of three years from the date of original
delivery." A couple of months ago the treadmill belt became very slick and I twisted my ankle trying to use it. I tried to clean it with 2 different degreasers but it remained slick. I never have used any food / beverages / or products near the tread. A peloton tech came out per our request and agreed that it was dangerous to use and that the base needed to be replaced under warranty. She called Peloton and updated our ticket with this information while we were in her presence. Peloton is refusing to honor their own warranty despite the recommendation of their own tech who came out and saw the product. First they said it would be covered by warranty but our warranty had expired. When I provided proof that the walking pad has a 3 year warranty they backtracked and said only "damage due to factory defect" is covered under the warranty despite
the book I have from them saying "defects in workmanship AND material." I have found other Peloton users on Reddit and Facebook that have had this same defect of material and they all claimed to have had their Peloton base replaced
under warranty.

My husband gave me a Peloton bike for my birthday. Received it 11/7/25. Paid to have it built. Sunday 11/9/25 i bought the membership and tried to use the bike. It did not work. Tried calling customer service and after being disconnected, calling back and being placed on hold, three hours later a human told me the department was busy and that I had to leave a message with expected return call in 24 hours.

I waited 7 days.... no return call. Spent another Sunday morning the next week, 3 hours again, being disconnected, placed on terminal hold and transferred when a nice man finally took pity on me and took time to try to trouble shoot the issue. We did a factory reset but that did not work. He determined it was a bad cable so he ordered a new one for me and sent me a link to schedule a technician to install it.

The next day I received a lengthy accusatory email from someone at Peloton telling me I had behaved inappropriately, and that if I did not stop, my membership would be forever terminated. The man (his name starts with an 'E' so we will call him E) also explained that I was no longer allowed to call customer service and that anything I have to say has to go through him. He also told me that I would have to pay for the part and technician since I had been a member since 2019. I was in shock. I have never owned or been a member of Pelotin. I explained this to E and added that the bike has not been in my possession for a full 10 days, that it is definitely under warranty and that my only recourse was to call to ask for assistance from customer service. I only called because my $1800 bike was a large paperweight in my home,inoperable. I thoughtfully responded to E as he seemed upset and stressed by something. So I decided to wait for the part. I waited 3 weeks and no part arrived. I was afraid to call customer service again or contact E after his threatening email so I decided that none of this was worth my energy. Peloton obviously sold us a lemon. Peloton is refusing to assist me to repair it and I am not allowed to return it until a repair attempt has been made. So, I cancelled my membership and put the bike in household garbage to be taken to the dump for disposal. Given Peloton's very poor customer service and their threatening response to my legitimate request for help to fix the bike I cannot recommend this product. It might be a fine product but I will never know.