Peloton (United Kingdom) レビュー 4,850

The initial delivery high lasted just one hour. Having completed set up, the screen went blank and refused to work. So, Ordered 31st Jan, delivered 14th Feb, Technician scheduled for 26th Feb , all the time the bike is just sat there like a lemon. Appalled at Pelotons' lack of service and customer care, having to wait 26 days to use the machine. Feel like just sending it back and ditching the whole thing!

Doubled their fees end of last year and there so much buffering on their network this afternoon (Sunday 4th feb) it’s in usable. I checked my bandwidth which is ru. G at 750mbps so it’s not my side.

Loving my Peloton, the customer service support and the community!

I think the assumption here is that Peloton is a global high end brand, in reality it is not. I have an incomplete order, I have been told by 3 different people that the items are on their way. Each time restarting the “ticket” because they can’t see it on their system.

I am extremely frustrated with the lack of customer service around the issue.

I love it! Life changing

DO NOT INVEST IN A PELOTON BIKE. I bought my bike in December 2021 and by October 2023 it had broken. The first call to the tech support line told me it was a fault with my screen but if I paid £750 immediately, they'd get a new one sent out. Luckily I wasn't naive enough to believe they could confirm the issue over the phone, so I tried to escalate it and speak to someone else. Nothing. I then called back and spoke to someone else who reassured me it was probably just a power cable that needed replacing - for £28 I was prepared to take the risk. It didn't work. I then got an engineer out (£95 paid in advance for the pleasure) to look at the bike a couple of weeks ago, who tested the screen and confirmed it wasn't that (so thank goodness I hadn't spent £750 on a new one). He said it was a fault with the frame - nothing to do with me - and that although my warranty had run out, it should be covered by the manufacturers warranty. Within minutes of him leaving, I receive an email asking for £1450 to replace the frame. Despite trying to speak to an actual person, I have just had emails, condescendingly signing me off each time thanking me for being the 'best part of peloton'. I've been offered a years warranty and £450 discount off the cost of a new frame. Given that the bike has experienced a significant fault within a relatively short period, I believe it is reasonable to expect a more substantial remedy - you do not expect to have to spend thousands of pounds to fix something within the first two years of ownership. I haven't been able to speak to an actual person about this - just short emails and when you call to speak to people, they always respond on email. This is terrible customer service and I am disgusted that it's deemed acceptable that the bike will only last this long. I will be seeking advice on my consumer rights and speaking to contacts in the media to ensure others know what they are getting into when they consider purchasing a Peloton product.

Struggle to find time away from family life - this is just what I needed. The classes I have found really good with a varied selection to choose from. Still yet to fully experience everything but everything I could have hoped for. It’s got me back exercising after having a child

Amazing product, customer service was excellent and answered any queries promptly. Highly recommended

Experience has been great so far. The bike and the app are fantastic.

Ordered some clothes on the 29th December. I have still not had any kind of update/dispatch notification.

First emailed support asking for an update on the 9th January, where they came back to me confirming my "order has been processed and is currently at confirmed status".

Responded asking for expected dispatched date and was told on the 17th Jan again that "the order has been successfully processed and is currently at confirmed status" and that the contact is "personally escalating your case to the fulfilment team to expedite the dispatch process"

Emailed again asking if I could have an estimated dispatch date and was asked to provide the "necessary details including order number or other relevant information" despite this information being included in the subject line of the email and throughout the chain.

All of this to say that as of my last email from them on the 23rd which again confirmed they "have escalated my case to the fulfilment team to investigate the delay and expedite the process" I still have not yet received my items or had a dispatch confirmation, for something that was ordered close to a month ago.

First and last shopping experience with Peloton.

Terrible; I have been a subscriber for years, but they have migrated my plan over and doubled the price; then, when I complained, they said they couldn't do anything about it and that I needed to speak to Apple. Extremely poor service, I am afraid—a shame because their instructors are excellent.

And now just got an automated email to say Peloton don't look at TP reviews, show's you how much they care about customer care. Terrible service letting down the instructor who put so much into it

They have actually done it and made the best exercise bike with the bike+. Had it delivered a couple weeks ago and it definitely look and feel premium which motivate me more to exercise even more.

Customer support is clueless and don’t even know what type of memberships they offer. I was unable to contact their live chat and due to this I placed a call to them that lasted nearly 20 minutes. For about half of the call the agent kept telling me I was being asked to upgrade to peloton + because my current peloton one tier only allows me to take 3 classes per month. Three classes per month ! I was repeatedly advised to refer to the website despite me advising that under “membership details” it only indicates that my limitation of 3 classes is specifically to do with cardio equipment classes. I was trying to take a themed strength class. After ten Minutes I asked the agent to transfer me to someone else who has better comprehension and they came back several minutes later apologising to me telling me that I was correct and apologised. A few minutes later went back and said that I can still only take three classes per month. The agent didn’t realise that I had already taken more than 3 classes per month and never asked what type of strength class I was trying to take. Peloton one limits you to non themed strength classes. Their agents are either painfully ignorant or are just bullying people to upgrade to peloton + unnecessarily. Peloton clearly doesn’t care as they don’t respond to live chats, emails, or trust pilot. Perhaps this is why their stock is failing. This is such a shame as I love their instructors and their products. They are failing long term customers.

Would give zero if I could, meant to be a high end company!! Well it's a joke! I would of got better customer service on a £70 spin bike from Amazon!!!
Incomplete delivery, bike returned as no accessories. Told by 1 person they would redeliver same day to then be told it will be in 4 days time. Loss of earnings 2x days now due to this. No one at peloton seems to have a clue what's going on and no direct complaints department to contact. DO NOT ORDER

Just received my bike on Saturday January 13. The purchased came with 2 months of full access program for free.
On Monday my credit card has a pending charge for $44 for the same “free”program.
The customer service number never picks up and there is no response to my email.
I am so disappointed. I think I want to send the bike back for a refund.

Everything's so slick. Pre-delivery, delivery, setup, configuration, calibration, login, the ecosystem. It all just exudes "premium product" (which I guess it really oughta for the price). Caveat - I've only had it a little over a week!

Absolutely loved Peloton - really, really loved it. We were early adopters and have been exercising with them for about 4 years. Contract recently changed from £12.99 for both of us (online classes only) to more than £50 for the same access. Can't manage it as training for a triathlon and need pool membership. So sad to leave but very disappointed. Think they have not rewarded customer loyalty here.

I love my peloton bike+ but I am falling out of love with the company. I have a fault with my bike. I tried to resolve via chat but no-one picked up my enquiry. I sent an email which went unanswered. The offices are closed on the weekend. Finally, today I got to speak to someone and order a new power cable, which will take 7 business days to arrive. That's really poor customer service.

Terrible customer service. Ordered clothing on 19th December & still waiting for it today 8th Jan. No reply from several emails & Instagram. In fact I did have one reply from their very helpful American staff who in the end couldn't help.