Additional Information for Peloton

BBB files had indicated a Pattern of Complaints concerning delivery and customer service issues in January 2021. Consumers claimed to have waited weeks or months for their purchased merchandise. Many customers had also cited problems with the lack of clear communication from Peloton representatives about the reasons for the delivery delays as well as inability to verify a firm delivery date for the merchandise. On 1/20/2021, BBB reached out to Peloton to request its voluntary cooperation in addressing the issues identified in the Pattern of Complaints. As of 2/01/2021, the business has responded to BBB and indicated Peloton is actively working towards improving the customer experience by exploring a variety of solutions that will alleviate long delivery times.

In October 2021, BBB had noted a reduction in the volume of complaints filed against Peloton and some alleviation of the residual issues related to the May 2021 product recall. However, consumers are still reportedly encountering persistent issues related to delays in product delivery, such as multiple postponements of delivery dates, delays in processing refund and/or rebate requests, as well as insufficient customer service to address the reported problems.