Complaint: Peloton Knowingly Misleads Customers on Delivery Times and Then Simply Delays and Delays (BaitSwitchFraud)

on 02 January 2021 about Peloton in category Sports Store

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My complaint:

ComplaintConsumer Information
Robert Wolk
6 Spectacle Lane
Ridgefield, CT 06877
robwolk1@hotmail.com

Business Information
Peloton
125 W 25th St Fl 11
New York, NY 10001

Complaint Summary
Complaint Type: Consumer to Business Complaint
Nature of complaint: Delivery Issues
Problem description:
On November 8, 2020, I placed an order for a new Bike from Peleton. Before placing the order, I called the customer service line to check on when the Bikecould be delivered. I was told that it would definitely get delivered before Christmas (Dec. 25th). This was a Christmas and an anniversary present for my wife, so having it delivered before year-end was critical to my decision to place an order. Based on the assurance from a Peleton customer service representative, I went ahead and placed my order online and then found out the earliest delivery date was January 5th. I placed the order and called back Peleton and talked to another customer service representative, and was told that all the earlier delivery slots were now (5 minutes later?) gone, but that he was 100% certain I would receive the Bike on January 5th so I shouldn’t worry. Yesterday, I received a text from Peleton telling me the delivery date had again been pushed back to January 29th, I date when no one will be at the house to accept delivery. Peleton never called me to explain – and apologize for – the additional delay and to find a new delivery date that would work for me. Today, I received an e-mail from Peleton ing the additional delay and giving me a link to select another day. When I checked the link, it said there were no other days available. When I went to BBB, it became clear that this was happening to hundreds of other people and there is a clear pattern of false and misleading communications and advertising and a very strong basis for a criminal fraud case against Peleton, or at least a class action lawsuit. I want my Bike delivered on January 5th as promised in early November. At the very least, I would like a meaningful billing adjustment to reflect Peleton’s unethical and possible criminal practice of bait and switch here, taking customers money when they know there is little to no chance they can deliver on the promised delivery dates (just read through the BBB complaints to see hundreds of examples of this). I also hope Peleton will be investigated for criminal fraud, as no company should be allowed to knowingly and willfully mislead customers on a broad basis as Peleton has done. Buyer beware here!
Desired Resolution: Billing Adjustment
Desired Outcome
I want to receive my Peleton Bike on January 5th as promised when Peleton took my payment in full and committed to the delivery date. If Peleton is unable to deliver on January 5th as promised, I would like a meaningful (15%) billing adjustmentpartial refund to reflect the fact they took my money in early November when they likely had to know they were never going to deliver on January 5th (clear example of bait switch or consumer fraud). This was a special present for the Christmas holidays and an anniversary present and due to Peleton’s additional significant delay here both of those dates have been badly missed ruining the present.

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Justified complaint?

Suggested solution:

Desired Resolution: Billing Adjustment
Desired Outcome
I want to receive my Peleton Bike on January 5th as promised when Peleton took my payment in full and committed to the delivery date. If Peleton is unable to deliver on January 5th as promised, I would like a meaningful (15%) billing adjustmentpartial refund to reflect the fact they took my money in early November when they likely had to know they were never going to deliver on January 5th (clear example of bait switch or consumer fraud). This was a special present for the Christmas holidays and an anniversary present and due to Peleton's additional significant delay here both of those dates have been badly missed ruining the present.

Peloton Knowingly Misleads Customers on Delivery Times and Then Simply Delays and Delays (BaitSwitchFraud)
Peloton Knowingly Misleads Customers on Delivery Times and Then Simply Delays and Delays (BaitSwitchFraud)
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