I'm having the most frustrating experience with Peloton right now. I have never purchased a Peloton product and I am a new customer. After researching the Tread, I thought it would be a good fit for me, but recognizing the price point, I wanted to try it out first. Luckily, Denver has a store front. I went into this store to try. I also knew if I decided to purchase, I would do it in store to support the staff who work on commission. Trying out the Tread confirmed that it seemed to be a great fit! I liked my sales person and was ready to go. I made a down payment from my bank account debit card and then was financing the rest, here's where things have become terrible. The debit processed and then as I was filling out the form for financing on my cell phone, the salesperson's system crashed. The only way to proceed was to rerun everything, but the transaction was already showing as a pending action in my bank account. It is still showing as pending. They couldn't offer support in the store, they are mostly retail and don't have access to the transactions.
I tried calling Peloton and was put on an indefinite hold, 40-minute wait, and I then gave up trying to talk to someone. 30-minute wait in the customer service chat yesterday and gave up. Tried again online today in chat and corresponded with someone who said they'd need to contact the billing department. What I'm the most frustrated about is this was a system glitch on Peloton's side. I didn't do anything wrong, but now my funds are on hold until it can be resolved (yes, called my bank, they said it has to be corrected on the merchant side or someone from their business has to contact them to amend).
No one from Peloton has been particularly helpful in finding a resolution and this entire experience is making me question whether I should have purchased from this vendor. At this price point, and with the problems Peloton has had over the last year, I would expect there to be solid customer service in place. I'm stunned that this has been the experience. read more