Peloton Studios New York — Local services in New York

In Spring of 2022, I purchased a peloton bike and installed it at our home in Montana. This past summer, Peloton pushed through an update on their bikes, which our bike will not accept, and will not connect up to Wi-Fi. After spending hours on chat, and on the phone with representatives, we have tried every remedy possible. The screen is clearly a manufactures defect and Peloton refuses to replace it at their expense. The excuses is that warranty no longer applies even though the bike worked fine up until they pushed through an update. It’s clear from various chat groups that the monitor is the issue. Peloton refuses to pay for a technician or replacement of the monitor. I fought to have a technician come out at their expense which they agreed to. However, we weren’t able to get back to our residence until December and Peloton decided to cancel the work order in that time. I was able to rebook the original technician for when we came back on December 27th but then he informed me of the cancelled wororder. Through more hours of argument with various customer service reps, they have re-issued the work order but not to the same technician. Now I'm told no one is available until January possibly, but the original tech was. I was told that's not how the service works and we’ll have to wait for availability. So now we've cancelled the one we've booked because of Palotons customer service error.

I'm tired of not having a bike to use because it's useless without the monitor connecting and honestly tired of Palotons excuses. It's a manufactures defect! I would like them to refund the original purchase of the bike and I’ll buy some thing that works and with a warranty that covers manufactures defects. Why not fix th defect or just replace the screen at their expense? if I could, I would give this bike back for a refund since its only been used 3 times.

While I finally received a response (9 mo. later) from Peloton offering $50 off and some trinkets, I still have a useless bike so the complaint will remain unresoved with the Better Business Bureau...

TLDR: Delivery experience is not what the website explains. Take notes on the names of who you speak to and everything that is discussed : The CSR says they are taking notes but they do not.

The Customer Support and Delivery team was a 0/10. The delivery experience I had was nothing as to what is explained on the website when purchasing a peloton. The delivery men never said hello, they gave dirty looks and were rude the entire time. We asked if they were here to deliver the Peloton and it was a nod. Asked where and that was it. The unboxed it outside in the snow and brought it inside. They made scratches on my brand new machine, left trash out front, and the silica packet that was left on my front deck was kicked into the bushes by one of the delivery drivers.

I called support that night and was bounced around and disconnected...twice. I was promised a supervisor would call the next day... 48 hours passed and I heard nothing so I called again. I was promised I would be contacted over the weekend and was not contacted until Monday. I finally spoke to someone on Tuesday (6 days after delivery) and was told that there was nothing additional that could be done to compensate for the scratches to my machine, or not receiving the delivery experience that is shown on the website (false advertising). In discussion I noted how I was offered 1 month of free membership and I said no and another staff member offered me 2 months and I also said no. She said that there were no notes on my reference/case number, even though I spoke to 6 people prior to getting to this supervisor.

This entire process felt a bit like they hype of buying a new car and you are so excited to pick it up, and the day you pick it up the gas tank is half full, it hasn't been cleaned and waxed and they threw the keys at you from across the dealership and said get...

I got an email invite from Peloton to attend Jess King’s Pump the Beat ride for Pride 🌈. Being from Texas and not local, I thought it was a great opportunity to get out and meet my favorite Peloton instructor. What an amazing experience! Jess King’s class was challenging yet doable 🚴‍♀️, and her amazing personality and charisma kept my spirits up the entire time 😃.

A few tips for those planning to attend:

•Make sure to check in 45–60 minutes before the start of the class. If you aren’t checked in 30 minutes before class, your spot will be released.

•Dress appropriately—official Peloton Apparel is encouraged! All outfits are reviewed upon entry to the studio. Tops are required for the duration of the class (sports bras are okay). Glitter is not permitted.

•Bring your photo ID for health, safety, and to confirm you meet the age requirements.

•Have your username and password ready to participate on the Leaderboard. If you forget your login information, you can reset your password.

•The locker rooms are fully equipped with keyless lockers, changing and shower facilities. Amenities include complimentary towels, shower products, Dyson hair dryers, and straighteners.

•Sweat towels are provided on the bike, and they also provide cycling shoes if you need them.

Thank you, Jess, and thank you, Peloton, for an...