Dear Members,
Peloton was founded with a clear set of values: the most important being to put our Members first. Since that day, we have always worked to empower our more than 6.6 million Members to be the best versions of themselves – anywhere, anytime. This belief is reflected in all that we do as a company – from our products and services, to our Member experience, to our operations and commercial decisions.
Part of putting Members first means operating with a bias for action and acknowledging issues when they happen and moving quickly to fix them. For those reasons, we’d like to share an update on our deliveries with all of you today.
As many of you may know, our previous leadership team made certain decisions during COVID regarding the supply chain and operations that did not work. These were made in the hopes of excellence in customer service, but fell short of our standards. We’re sorry for what happened and now stand committed to taking a better approach.
Under the guidance of our new management team, Peloton is acting decisively and hitting the reset button while working to optimize our operations, delivery logistics, and service.
Our first task will be to address supply chain issues causing some Members to experience longer-than-usual wait times for deliveries and repairs. For Members who experience delays and reschedules as a result of changes to our delivery processes, we will be proactively offering a partial refund on your order. For Members whose repair or swap has been rescheduled, we will apply a one month waiver to your All-Access Membership. Your refund or waiver will be automatically processed, you do not need to take any action. We feel your frustration and will do everything we can to regain your trust and quickly make good on new orders.
Our Member experience is our top priority and we will do whatever it takes to make this great. During this period of transition, please know that we are doing everything we can to fix these issues as quickly as possible and we won’t rest until all of our Members can have the great Peloton experience they signed up for.
Thank you for your continued support. We are grateful for this remarkable community.
Together we go far!
- Team Peloton