- Peloton customers are outraged over continued shipping delays, The New York Times reports.
- Customers say deliveries of new bikes or treadmills aren’t showing up or are repeatedly rescheduled.
- Delays have plagued Peloton for months as skyrocketing demand coincided with supply chain issues.
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Peloton customers are furious about continued delays in getting their new bikes, according to a new report from the New York Times’ Sapna Maheshwari and Erin Griffith.
Some Peloton customers told the Times that delivery trucks aren’t showing up when they’re supposed to or delivery dates are being pushed back by as much as a month. Peloton customer service is often unable to provide any assistance, The Times reports.
One customer who ordered his bike in August was told he’d receive it by mid-December â€” it didn’t arrive until the first week of January. Another customer ordered her bike in October and had her delivery date pushed three times before she decided to cancel her order, according to the Times.
Customers have now started taking their complaints about the delivery issues to social media. A Facebook group centered around Peloton deliveries has more than 9,300 members, and the Peloton Reddit community has become a forum for discussing order issues. A Twitter account called “Peloton Lies” has also started retweeting angry customers, the Times notes.
On Instagram, frustrated customers have begun leaving snarky comments about shipping delays on Peloton’s posts.
“Hope to get my bike before all these cool instructors retire,” one user wrote. Another person commented: “I’m hoping to get my peloton bike before the songs they teach to today, become oldies.”
A spokesperson for Peloton did not immediately respond to Insider’s request for comment on the delays.
Peloton makes stationary bikes and treadmills that cost between $US1,900 and $US4,300, plus a $US40 per month membership that includes classes and the ability to access Peloton content through an app. Social media helped spur the fitness company’s rise, with its intensely loyal fanbase acting as de facto brand ambassadors online.
The pandemic has also boosted Peloton during a time when people spent more time at home and stopped visiting gyms or boutique fitness classes: Peloton sales soared throughout 2020, jumping 172% year-over-year as of September 11, 2020. The company’s market value is nearing $US43 billion.
But the pandemic has also led to Peloton’s shipping woes.Delivery delays have persisted for several months due to supply chain issues, as well as “periodic warehouse closures associated with COVID-19, west coast forest fires, and hurricanes,” CEO John Foley told investors in November.
Despite the spike in demand, Peloton has continued to take new orders, though Peloton’s website estimates an 8-to-10-week delivery for both of its bikes.
The shipping setbacks come after Peloton faced a different set of customer service issues last summer: customers reported that bike pedals were snapping off mid-ride, leaving their bikes broken and unusable while they waited for repairs that took weeks or even months. In October, following the reports of broken pedals and mild injuries, the company issued a recall that affected nearly 30,000 bikes.
Late last year, Peloton announced that it will acquire the commercial fitness equipment company Precor for $US420 million. The acquisition is expected to help with production delays, but the deal has not yet been finalised.