Peloton (United Kingdom) Recensioni 4.851

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!

Absolutely shocking service from Peloton. The engineers replaced the tread base, when they turned it back on the tread would not work at all. I have been waiting three weeks for it to be fixed. I keep getting told it has been escalated to a manager but no one ever calls back or answers emails. I was informed today when I asked to make a complaint that there was no complaints procedure and there was no one to complain too. Please don't bother with standard reply that support are there to listen which is a lie.

Believe the hype. It really is that good. I was initially unsure whether the initial investment was worth it and did all the usual calculations about gym membership etc.
I took the plunge and very soon realised it was an absolute no brainer. The ability to do any class at any time of the day without setting off for the gym is fantastic. Previously I was very time poor and simply could not get to the scheduled classes. The peloton classes themselves are so much better as well
Put simply, the Peleton Bike + is life and lifestyle changing. Go for it. You will not regret it.

Wouldn’t buy Peloton again. For the price of the bike, to ‘expect’ the wiring to become unfit for purpose after a year is unacceptable. And to then change not far off £200 to replace the known piece of wiring is a joke.

Curious advertising on ITV for Peleton featuring not a single white person. Does Peleton supply to white people or is it that they are simply discouraged from buying.

I purchased the bike in Jan 2022, now 20 months old without any obvious reason it is no longer calibrated between resistance and cadence. I paid for a service technician to come my home to fix it and he replaced every possible part (except the bike itself) without finding solution. Apparently it is so odd they are asking for the bike so they can better determine the cause of issue - but in order to do so, I have had to pay for a replacement bike. I find it absurd that one could pay over GBP/USD2,000 for a bike for it to fail in a relatively short period and with only moderate use. All I can say is caveat emptor and seriously consider other suppliers which have customer service teams that are prepared to back the quality of their products.

I write once again about delaying tactics for a full refund! BEWARE!!!
I wrote on 2 Sept regarding delaying in giving a full refund due to delivery company could not schedule a convenient delivery slot. I requested a full refund which I was told would be in my account within 10-14 days. We are now 17 days on and they have just informed me the refund has now been granted today(only down to numerous phone calls by my self) and will take another 10-14 working days to clear funds into my account. Requested to speak to senior manager and was told they are going home in 20 mins so will not speak to you today!! Great customer service. I tried calling several time over last couple of days but nobody answered, turned my caller ID off and surprise some answered within seconds!!!
Before ordering be aware of poor customer service and if you ever need a refund you will have to work hard and wait a long time to receive it!!

We haven’t even got off the starting block with our peloton. We ordered following a recommendation from a friend. What a joke the service has been. They have had delivery issues 4 times now. Ordered nearly a month ago. Issues ranging from no handle bars, no toolkit, staffing issues at the courier service. No call backs to allow to sort. Several leave days lost off work. Delay to new fitness routine. Husband has rearranged a 5th delivery attempt via the courier himself. However after speaking to robots and the stress of trying to get it sorted we have decided to cancel our order and move our business elsewhere. Faith lost in signing up to a subscription service where they can’t even get the equipment to us!! Would have expected better from a higher end lifestyle company. Do better peloton.

In response to Julie: we have had numerous calls with your team. No one ever phones back as promised. Disgraceful customer service.

UPDATE: UPDATE: After my review finally Peloton became a bit more reasonable about its faulty screen. However refused to replace it unless I paid £225 (The 27-Month Bike+ Service Plan). Which does not start from the purchase of the plan but back dated to when I bought the bike. Which I have reluctantly paid (no choice really), No refund for the lost months of not being able to use the Bikes touch screen. Really not happy with the customer care. I had to be really pro active to get this sorted. The call centre and email reply’s are inconsistent and infrequent. Not what I expected from Peloton. Thinking very hard whether I should just get rid of it all when screen is fixed.

ORIGINAL REVIEW:
After just having the bike plus for a year and half with only just over 100 rides (I know really underused) the screen started to play up which gradually got worse (2-3months later). It was like someone else was pressing the screen which gradually got worse and the screen became very unresponsive and not usable. Tried all the tips from peloton support (Data/factory reset etc) but it did not help. My bike is like a brand new bike really underused and now peloton say technicians have shrug their shoulders and say I have to pay £710! Outrages..
Terrible customer care for an expensive apparent premier product👎🏽