Peloton (United Kingdom) Anmeldelser 

Thank you so much for sending my bolts so quickly. Excellent customer Service

I’ve always used my peloton for long zone 2 rides. I’m not interested in classes of HIIT etc. being able to watch scenery or choose locations to cycle in was great and the ability to watch Netflix was a must.

Peloton have now blocked both of the features I use unless I pay a £40per month subscription - so the bike is more or less useless unless I buy a separate TV!

When the peloton was bought originally my wife used it for the classes and she subscribed - but as she stopped the classes she stopped the subscription.

I have no problem with the idea of paying for subscriptions for classes but paying for Peloton to unblock things like Netflix - a service Peloton don’t provide at any cost to them - is a bit desperate on their part.
I do not recommend buying a Peloton. Remember too that when they do go bust the bikes will be completely useless because the screens are all software blocked.

Ordered a tread, first one didn't work and when it was removed to be replaced, the delivery team from XPO dropped it and caused hundreds of pounds of damage to my wooden floor. Peloton took no responsibility and referred me to the delivery company. Despite being contracted by Peloton, XPO have no complaints process, ignore all calls and emails and 7 months on we have got nowhere. Totally disappointed by the lack of care or support from Peloton, and they have no will to take any responsibility. Been a loyal customer for years with the bike and tread, but now very disillusioned with them.

Peloton stops you from watching your Netflix account on your bike unless you have an active £39/month subscription to their classes. That's not in the customer's best interest.

I’m deeply saddened by how poorly Peloton has handled the delivery of my peloton treadmill. What should have been a premium experience has turned into a long, costly, and exhausting ordeal that’s spanned across three failed attempts, beginning all the way back in 2024.

The first attempt, in 2024, ended with the delivery team telling us that our lower-ground mezzanine level — where the treadmill was going to be placed — needed structural reinforcement before they could proceed. We took this advice seriously and carried out the work at our own expense, expecting the next attempt to go ahead smoothly.

The second attempt, in 2025, was a complete failure. I had arranged and paid for two builders to be on-site and had clearly instructed Peloton and XPO that the treadmill needed to go through a rear access point down one flight of stairs (they also knew this from the first attempt). The delivery team arrived unprepared, refused to use the rear entrance, and told me outright that they “weren’t paid enough to do this.” They eventually left after spending over an hour on the phone to their office, and the delivery was aborted. No one had warned me that my builders couldn’t assist due to insurance, and my time and money were completely wasted.

Following this second failed attempt, I emailed Peloton to express my frustrations. After receiving no reply for 10 days, I resent the email and followed up again. Only then was I told that my messages had been “lost” and couldn’t be tracked. I had to provide screenshots of the original email chain before I eventually received a response. Every message from Peloton throughout this process has been filled with generic, copy-pasted phrases like “Be reassured we are doing everything we can” — yet no meaningful action is ever taken. The customer service feels robotic and disconnected from the real issues at hand.

The third and most recent attempt involved a 4-person team — but only after Peloton initially asked me to cover the £450 cost of upgrading the delivery myself. This was unacceptable, given the failures were entirely on their side. After they eventually agreed to absorb the cost, the team arrived still without essential information: no rear access instructions, no delivery photos, and no understanding of the site setup.

Although the team explained that they couldn’t remove their shoes due to insurance, they also arrived without any protective floor coverings or clean footwear — on a rainy day, in a newly renovated home with cream carpets and stair runners. I was then asked to sign a damage waiver, which is completely inappropriate under the circumstances.

What’s most concerning is the complete lack of ownership across the chain. Peloton, XPO Logistics, and the subcontracted delivery drivers (nope, the drivers are not employed by XPO but subcontracted again!), each treat the customer experience as someone else’s responsibility. Peloton blames XPO. The drivers say they just “do what they’re told.” This creates a culture of complacency, blame-shifting, and total accountability failure, where no one actually takes ownership of ensuring a smooth, respectful customer experience.

After three attempts, I’ve cancelled my order and requested a full refund. I’ve lost all confidence in Peloton’s ability to manage their logistics or customer service in any professional capacity.

This experience has cost me time off work, structural modifications, unnecessary contractor fees, and hours of repeated correspondence and coordination. It has been one of the most disappointing consumer experiences I’ve ever encountered.

Until peloton restructure their customer service and logistics process, and rethink their relationship with XPO, I simply cannot recommend them to anyone.

Treadmill kept reporting a safety key error.
By the time Peloton sent someone out to look at it, we had gone beyond initial 12-month warranty period.
Peloton then told us the problem was rthe handrail needed replacing (warranty period for the handrail was 12 months).
Initial price quoted for replacement handrail: £1350 (yes, I’m serious).
This was reduced to £1000 as a “gesture of goodwill” when we complained.
Unsurprisingly, we’ve decided to sell the tread - even damaged, and obviously at a significant loss - rather than give Peloton another penny.
Horrendous company to deal with.

Bike was delivered and assembled but after waiting 20-30 minutes, the bike wouldn't download its update. It was just stuck on a screen saying "Downloading Update" with no indication of progress. The delivery guys said it was "probably just slow today", and left me with it. They said their earlier delivery had the exact same issue, and they had to leave that one as well.

From that point it took me the rest of the day to fix it myself. I tried calling support but they are useless, it's better asking ChatGPT. I had to do numerous things including a factory reset, but ultimately I somehow got it working.

Once working it's very good, but for a premium product with a premium price, it really should be working from the moment it arrives. It sounds like this is not unusual either, given the same delivery guys said their earlier delivery that day was exactly the same.

Poor.

Paid over £3k for a treadmill that was faulty. The logistics company said there's a software issue, they'll request an engineer comes to update it.

5 hours later received no such call. I had to ring peloton, the idiot on the phone told me they'll send someone in 11 days.

Just utterly disgraceful, she said 'it's a common issue on our latest batch' - why don't you morons address it rather than just delivering me a faulty machine?

Do not buy from this incompetent company they are a disgrace.

Way too overpriced a device and subscription, better options out there. I didnt use the clases much so cancelled my membership subscription. I now find that I can't use Netflix (in the entertainment section which i have to pay a seperate subscription for in addition to the peleton membership). Pretty nasty way to force customers to pay peletons additional subscription.

Awful delivery or should I say ‘none delivery’ service with XPO. After the horrendous customer service and just being told to contact Peloton (who again didn’t really care) it’s made me want to cancel my order.

Peloton’s changed my life, thank you!

Had my bike+ over 1 year now..

I do regret buying it though as I’m struggling to find a peloton instructor that doesn’t get on my nerves.. they’re like robots.. super cringey and I much prefer the lane breaker rides so don’t have to listen to the constant rubbish that comes out of there mouths..

The subscription is very expensive as I don’t use the other classes just the bike classes..

Also the bike is useless without subscription so wish I had known that before purchasing

Amazing
Life saver

5 star service, amazing & speedy delivery, and so far really enjoying the bike + classes.

Terrible service, ordered a bike only to be told by the delivery drivers that they will not deliver to any house or flat where they have to carry more than one flight of stairs as they are not insured. Absolute waste of time as a female who cannot carry the bike up another 2 flights of stairs this should be clear when purchasing! really disappointed

I bought a brand new Bike+ direct from Peloton early last year. As of last week I am no longer able to start / use Cycling classes (all other types of classes work, ie Strength etc).
I've called customer service who have talked me through endless processes like rebooting the system; touch screen test etc etc. Nothing has worked. With no other at-home fixes the customer service team appear to have completely given up and are no longer responding to emails... as I understand it, Peloton's company health is skating on thin ice. It is surprising that with this predicament they are not doing more to retain every customer possible. I'm currently looking into selling my unit in favour of a competitor which has a far better customer experience. A real shame as the Peloton workouts are good.
*UPDATE* Peloton have been in touch and sent me a new screen, which arrived quickly. I'm happy to say everything is back to working order, so changing the rating to 4 stars.

Honestly, Peloton has been a complete and utter waste of money. I was lured in by their flashy advertising and the promise of a "transformative fitness experience." very disappointed!

It took me a month and three deliveries to receive a fully functioning Peloton Bike+. The main issue is that Peloton use XPO for delivery and installation: Peloton and XPO don’t speak to each other, and each one blames the other company. Peloton customer support was extremely variable depending on the rep, but having a new rep respond to each inquiry means none of them have context when things go wrong and you end up going round in circles. Note that the XPO delivery guys were really nice and professional, but they have to operate within XPO’s mad processes. Shoutout to Nery R from Peloton though, he was great and the only one who seemed to genuinely care and helped me get it sorted.

First delivery: scheduled for 18 days after ordering. Not great but acceptable for a large item. Unfortunately XPO operate in the 1970s: to schedule delivery they call you, there is no tracking information and you never receive any email or text confirmation. I advised XPO that I live on the 5th floor and there is a lift. When the delivery team get here, they can’t fit the bike in the lift (it comes fully assembled save for the touch screen, so I’m not sure why they quote “assembly” as a service). XPO say they aren’t allowed to carry the bike up 5 flights of stairs (only 4). I’m not allowed to carry it up either. The bike is taken away by XPO. I have to proactively chase Peloton to sort this out.

Initially Peloton tell me they can only deliver to the ground floor, and if I carry it up myself I’ll void the warranty: but I do have the option of paying even more money for a separate company (GymKit) to carry it up for me. After several phone calls and asking for a manager, Peloton agree to deliver the bike in boxes (which is what I thought they did in the first place). It’s a few days till I hear from XPO again, but delivery is scheduled for 12 days time.

Second delivery: XPO deliver the bike in boxes. But, XPO don’t know how to assemble it. I phone Peloton - they think XPO should be the ones assembling the bike. XPO say Peloton should send someone. Peloton say I can phone GymKit and have them come and assemble it, and Peloton will reimburse me. This would involve even more delay, so I ask if I can assemble it myself. Peloton say yes (which I find strange, I can build the bike and that’s okay but carrying it up some stairs isn’t). I ask for a some compensation to make up for the inconvenience and having to assemble it myself. Peloton give me one month of subscription for free.

I try to assemble the Bike+ but there are pieces missing from the box: no pedals or handlebar post. The Home Assembly Kit is also missing. Another email to Peloton; they tell me they’ll ship the parts out. That’s another 3 days of delay.

34 days after ordering and 3 deliveries later, I’m finally able to assemble the Bike+ and ride it. As for the Bike+, I can say it feels like a premium product and I’m having a great time exercising on it. It’s just a shame that the order fulfilment was so terrible, and the customer support so variable. Peloton need to sort out their partnership with XPO and ensure that each side is clear on their responsibilities and holds up their end of the bargain.

Excellent product from installation, delivery to usage . Great range of exercise options and not all limited to bike based options . Good option to rent that I will certainly be looking to upscale to buying

I have a tread which cost a fair amount of money, warranty has just run out and guess what the mother board has gone. Reported this three times before it was felt with. I am now paying for a machine I cannot use, unless I pay for an engineer to fix it at a cost of £204. Very dissatisfied, with peloton. Do not buy the tread, nothing but trouble. Also could be coincidence but board went wrong when I cancelled my screen subscription.