Review Time
Thank you Carlos from Peloton's care team - I appreciate you helping me today. I cannot say as much for your service team.
To the wider Peloton support team, I'd like to submit feedback on our experience today. I'm not normally one to complain, but in this case, this service was incredibly badly handled and I am writing a public review echoing as much, as other customers shouldn't experience such bad customer service.
As a summary;
I own both your Bike and Tread - a considerable financial outlay for me, from the outset.
Before today, I was a subscriber for years. The total Peloton spend from my account alone would be over £6K by now, if not £8K.
The service costs £190, as I have two machines, which in itself is a huge amount of money just to keep something working, for which I already pay a membership. I can't think of any other company doing this (I have a rower where servicing is free).
The appointment was booked in advance and due today. I was not sent a confirmation time yesterday, which I was told would be the case. Instead, the servicer sent me a text after 8AM today. My wife had to work from home and stay in the house to ensure someone was present to let your team member in. She was in the house, by the front door, with a view of our street, the whole hour of the appointment, before and after. Your service person called me whilst I was in a meeting and texted me telling me he/she was outside the property. They were not - my wife confirmed this and our Ring alarm shows absolutely no one from Peloton driving past or stopping at the property, despite his messages claiming otherwise.
So both a financial and a time sacrifice was committed by us for something that should have been routine. Carlos mentioned you have a policy of not knocking on doors, which is frankly unheard of. I don't even know what to say to that.
Carlos put through a refund for today and cancelled my Peloton membership to my request. I am so disappointed by your post-sales support. It really isn't in line with your marketing claims, by a long stretch. I also don't appreciate being lied to, by your service agent, as they were not outside our property.
Good luck continuing to operate this way in a market that has genuine customer-first players competing with you - Concept2, Hydrow, WaterRower being examples in good customer care.
Thank you Carlos from Peloton's care team - I appreciate you helping me today. I cannot say as much for your service team.To the wider Peloton support team, I'd like to submit feedback on our experience today. I'm not normally one to complain, but in this case, this service was incredibly badly handled and I am writing a public review echoing as much, as other customers shouldn't experience such bad customer service. As a summary;I own both your Bike and Tread - a considerable financial outlay for me, from the outset. Before today, I was a subscriber for years. The total Peloton spend from my account alone would be over £6K by now, if not £8K.The service costs £190, as I have two machines, which in itself is a huge amount of money just to keep something working, for which I already pay a membership. I can't think of any other company doing this (I have a rower where servicing is free).The appointment was booked in advance and due today. I was not sent a confirmation time yesterday, which I was told would be the case. Instead, the servicer sent me a text after 8AM today. My wife had to work from home and stay in the house to ensure someone was present to let your team member in. She was in the house, by the front door, with a view of our street, the whole hour of the appointment, before and after. Your service person called me whilst I was in a meeting and texted me telling me he/she was outside the property. They were not - my wife confirmed this and our Ring alarm shows absolutely no one from Peloton driving past or stopping at the property, despite his messages claiming otherwise.So both a financial and a time sacrifice was committed by us for something that should have been routine. Carlos mentioned you have a policy of not knocking on doors, which is frankly unheard of. I don't even know what to say to that. Carlos put through a refund for today and cancelled my Peloton membership to my request. I am so disappointed by your post-sales support. It really isn't in line with your marketing claims, by a long stretch. I also don't appreciate being lied to, by your service agent, as they were not outside our property. Good luck continuing to operate this way in a market that has genuine customer-first players competing with you - Concept2, Hydrow, WaterRower being examples in good customer care.
Be aware, once you pay thousands of pounds for the product, you'll have to wait for a week for a delivery and once delivery comes they won't even ring your doorbell and when you call them about it they'd accuse you of lying and then you'd have to wait for hours for their call back to reschedule the delivery (I'm still waiting, I assume I'll have to wait for another week). Terrible service for a company that positions itself in a premium segment. Think twice before spending your money.
I’ve been a loyal peloton customer for years, with both the bike, tread and a monthly membership. I’ve had the peloton tread for 3 years and its recently totally stopped working. Visits from peloton technicians have only made the issue worse and peloton can’t even call me back despite me asking to raise a formal complaint now multiple times. For a piece of kit that costs thousands of pounds, to break after 3 years with just a normal level of use seems like it’s terrible quality. This issue has been ongoing for months and each time peloton ask me to send them a video of the issue (which I do), only to then be asked to this all over again when they haven’t rectified the issue after a technician visit. I’m frustrated that peloton don’t even have the decency to call me back. Honestly - it’s clearly a terrible product and the basic customer service is terrible too. I do not recommend.
I've been using Peloton for years and I love it. I'm mid-fifties and alternate between the bike, weights and Yoga with some meditation too. They have a huge amount of programmes. I've tried other ones but I couldn't gel with the instructors. I pay monthly and I love the way that I can skip a month if I'm going on holidays. It's well worthwhile.
Incredibly disappointed with the Peloton ecosystem. After spending thousands on the hardware, you are held to ransom with a disgraceful monthly fee. It was already outrageous at £39, but the hike to £45 a month is a joke. You pay for the bike, you pay for the electricity, and then you pay nearly £550 a year just to keep the screen working. This is mental money for online classes. Don’t get caught in this merry-go-round—the greed will be their downfall. In two years, they’ll be gone.
I tried to upgrade my membership from app to all access membership and was charged twice. When I got in touch with Hannah via app, she was really unhelpful and said there’s were nothing she could do! It’s extremely unclear and in my opinion bad practice from peloton. Customer service really poor and unhelpful
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Peloton is a global interactive fitness platform that brings the energy and benefits of studio-style workouts to the convenience and comfort of home. With thousands of classes across a variety of disciplines, taught by a roster of elite instructors, Peloton delivers real-time motivation and curated playlists from the world's best artists. In the UK, the brand’s immersive content is accessible through the Peloton Bike and the Peloton App, which provide a full slate of fitness offerings, wherever you are.See more
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