Peloton - Murray

"I went into the Peloton store to try out the Row. The employee was really nice and explained a lot of things about the row so I’d have a better experience. I was thinking I’d have to work out in the front in front of the windows to the mall but they have private rooms for working out in the back. It was a great experience and I got a good chance to try it out before maybe purchasing. I’d highly recommend this store if you’re considering buying any peloton equipment"

"I went in for a shoe fitting and it was much more helpful than looking at other shoes online and in person at REI/cycling stores. We bought a peloton from our neighbors, so I can't speak to buying a bike through the showroom, but if you need accessories, I highly recommend the showroom at fashion place. The two men that helped me were awesome. Offered a lot of helpful tips about shoes and other accessories and set me up with shoes to be delivered to my house."

"I'm writing this review in hopes that someone in management sees this and sends the information through the correct channels to Peloton corporate. **Feel free to scroll to asterixis to avoid the backstory and see concerns** We purchased a peloton treadmill which was delivered on the 21st of December 2022. While running the initial set up, there were errors and after working with a Peloton technician over the phone, it was concluded we needed to replace the rails. Replacement parts were ordered and an appointment was set up for 2 weeks later. When the 3rd party technicians arrived for that appointment, they did not have the correct tools to disassemble/reassemble and stripped a screw on the monitor while trying to remove it. They were unable to replace the rails due to this error. A second repair order was placed and scheduled for a week later. The second repair appointment technician arrived without replacement parts, due to an order not being placed by the first team. He reported the monitor was broken and he would place another order for both the rail and the monitor to be replaced. Our third appointment is scheduled for tomorrow. I received a confirmation call today about the appointment. While asking the delivery company questions and being redirected to Peloton's help line about what was being delivered we realized the order for the monitor was never placed. We have now had a $3500 treadmill sitting, unusable, in our house for 4 weeks, which will be 5-6 weeks once the monitor delivery appointment is made in 2-3 business days. Here are my main concerns ***1. 3rd party companies used for the delivery/ repair process for a company like Peloton, who produces a high quality and expensive product, should be vetted. RXO has a 2 star review average on google. Is this the company you want representing your brand? 2. When I call Peloton to address delivery concerns and the technicians point fingers at the 3rd party delivery company, the impression I get is that customer satisfaction is not your priority. 3. We were offered compensation for the delays, which we appreciate, but at the end of the day, I want a product that works. 4. The difference in our experiences from this time compared to our bike delivery a few years ago has been massive. The bike was delivered by Peloton staff who were professional, arrived during their scheduled window with a 30 minute warning, and competent. The appointment system was set up online, had a short wait time, and was easy to navigate. They stayed to ensure the bike worked after assembling. Our experience this time has been the opposite. We have frequently been directed to the other company to answer questions or concerns, when those concerns are addressed, they are not communicated. Processes for communication between customers, Peloton, and a 3rd party delivery company need to be improved. We have spent hours on the phone between RXO and peloton and can't seem to get the same message to both companies. The technicians sent to set up and repair the equipment we ordered have not received adequate training, they do not communicate with us, and have missed an appointment entirely. Our experience has been negative enough that if we didn't already pay for the membership with the bike I would cancel everything and return the treadmill for a different brand. I really love the peloton brand and platform. I hope someone will read this and make some positive changes."

"Avoid like the plague. I thought that one of the advantages of buying directly from the showroom would be delivery and set up. 6 weeks later, hours on hold, 3 failed delivery attempts where they either failed to show up or showed up WITHOUT a bike and then hung up on me when I tried to cancel for a refund and I'm about to notify my credit card that all charges from peloton are fraudulent since they can't actually follow through to deliver what we paid for"

"I am currently a Peloton owner & operator and I love it, it's just dealing with the sales reps at the showroom in Murray that has consistently put a bad taste in my mouth. My initial visit to purchase the bike was a little rude, there was another person in the store at the time and as I sat there watching the sales rep help them I rather thought that she was being very helpful, kind and knowledgeable. So rather than intrude I left and came back 20 minutes later, as to give the sales person time to work with her current customer. They ended up not buying a Peloton and left, after 30 minutes of being helped. At this time I felt impressed by the effort of the sales person and so I engaged in the process myself only to find that the same sales person that I just witnessed be so great turn to me and be so lazy & passive. I understand that yes I didn't look like her previous customers but I bought the Peloton, I didn't finance it like she kept trying to get me to do. I paid for it and yet I was still treated like a second class citizen. Huh... Oh well, I enjoy the product and even though I had a poor sales experience that hasn't taken away from the joy I get from owning it."