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.
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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
