Delivery canceled 4 hours before pickup what a joke

[Skellogg]

What mode were you in for this? Was regen in standard?

Standard mode.

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[Dr. Ken]

More than just this, I’m only sharing so others can check in. Trying to help you all, I don’t care about me.

I'm grateful that you posted your experience. I was reading your post and associated comments earlier this afternoon and it got me thinking about how poorly your situation was handled surely someone must have known days prior your vehicle was not going to be delivered to you as scheduled. Ironically, I received a call from the service center not long after stating my R1S would not be delivered on my scheduled delivery date of March 31st either. It's still in or around the Cleveland area and they don't know when it is projected to arrive in SoCal. Let's just say because of your post I was aware this could happen and wasn't as shocked as I might have been had I not come across your post. My entire ordering process has been a joke as well as loads of miscues and miscommunications have been the norm throughout this ordeal. My lease agreement docs were riddled with miscalculations and mistakes which took way too many emails and calls on my part to correct.

Lastly, they were extremely pushy about me taking delivery before the end of March (Gee I wonder why...) instead of mid-April which worked better for me, and even went as far as threatening to unmatch me from my VIN if I did not agree to a March delivery date only to not even have the vehicle at the service center to deliver. So yes, I agree Rivian's ordering and delivery system is indeed a joke.

 

[Dr. Ken]

Seems you are super excited and can’t wait any longer….just one more day …

To some of us, time is money, and even one day wasted because of lazy communication errors and subpar execution is one too many.

 

[Dave Cundiff]

I love our R1S, but a complicated car is not for everyone.

I agree Rivian has a long way to go in its sales process. Too many unforced errors. Hope they simplify their processes quickly.

Very best wishes!

 

[DADDYSLILGRANDPA]

Mine was also cancelled. Waited all week for my leasing docs for them to finally arrive at 1130pm the night before delivery! I signed immediately but unfortunately my co-registrant was sleeping.

In the morning we opened up the docs to find them expired. My guide said they expired at midnight ? Unfortunately the laws in my state say we can’t take delivery the same day the docs are signed and we also can’t on a Sunday.

absolutely ridiculous and unreasonable to send these at 1130 with a midnight expiration the night before delivery. No one communicated that we had 30 mins to sign it or else our delivery would be cancelled. I waited 3 years for the truck. Crazy.

anyways, they write very apologetic. Threw in free cross bars and floor mats, and we are in the process of setting up free home delivery at some point this week or next.

the craziest part was we still had to drive 2 hours to the delivery center to pick up my pop’s new R1S. So I had to watch him get his truck while I could see mine sitting in the back lot ?

 

[R1TMike]

My delivery scheduled was cancelled for May 29 as well, which I found out 24 hours before my delivery date and after I finished the leasing and notary stuff. I was told it was due to the R1T not getting OTA, so I understand, and I'm not upset. But now I have no vehicle because I sold my truck the day before, lol. If I only knew. When I asked yesterday for an update, no response, again today no response. Is this to be expected?

 

[heyitsfred]

it could be worse: my order has been sitting there for over a month, no delivery date scheduled, and zero communication (not poor communication, i have not heard anything at all) from the “delivery team”.

all my tasks are complete and i paid my due-at-signing money. guide knows nothing, customer service know nothing, they just keep saying someone will reach out.

i get that they’re busy but there is absolutely zero excuse to not make a 2-minute call or shoot an email giving some sort of an update, even if it’s “we’re still washing the truck, there’s a small bit of bird poop that won’t come off, bear with us”

 

[UnsungZero_OldTimeAdMan]

it could be worse: my order has been sitting there for over a month, no delivery date scheduled, and zero communication (not poor communication, i have not heard anything at all) from the “delivery team”.

all my tasks are complete and i paid my due-at-signing money. guide knows nothing, customer service know nothing, they just keep saying someone will reach out.

i get that they’re busy but there is absolutely zero excuse to not make a 2-minute call or shoot an email giving some sort of an update, even if it’s “we’re still washing the truck, there’s a small bit of bird poop that won’t come off, bear with us”

You should be calling Customer Service, instead of waiting passively (not saying you are). Squeaky wheel gets the grease.

 

[heyitsfred]

You should be calling Customer Service, instead of waiting passively (not saying you are). Squeaky wheel gets the grease.

believe me, i got my daily routine going every day for a week now: chat with customer support (don’t know anything), call customer support (don’t know anything), call my guide (can’t do anything), and call the local service center where the truck is supposed to be (won’t put me in contact with the delivery people and just transfer me to customer support)

 

[UnsungZero_OldTimeAdMan]

believe me, i got my daily routine going every day for a week now: chat with customer support (don’t know anything), call customer support (don’t know anything), call my guide (can’t do anything), and call the local service center where the truck is supposed to be (won’t put me in contact with the delivery people and just transfer me to customer support)

Hm. That's quite unusual. Get vocal on their social platforms may be (but still diplomatic).

 

[Dave Cundiff]

Our R1T delivery in Gaithersburg got delayed overnight because of Rivian's clerical error and some technicalities of Maryland law.

When we explained how tight our schedule was, they got VERY accommodating on convenience and price. A Delivery staff member volunteered to meet us at 6 am the next morning, so we could still get to Chicago on time. Some standard markups went away. We got some Rivian swag.

They lost some profit because of that error, but they kept a very loyal customer because they did everything reasonable to treat us well and make us whole. When I complemented the staff, one of them said, apparently sincerely, "We enjoy making it right -- especially for nice people like you!"

I agree with those who say: BOTH speak up AND be nice. Most Rivian employees will do everything they can to treat you fairly. They will try to be at least as reasonable and kind as you are. Please don't pass up any opportunity to praise good performance.

Best wishes!

 

[RivianRunner]

A few years early I picked up a Tesla Model 3P and I spent hours at the service center documenting everything wrong. I sat and waited while the detailer fixed what they could, and everything else was slated to be fixed later. In hindsight I should have simply rejected it.

In hindsight, you could have sold the car two years after you bought it for $5K less than you paid for it. That's only $3.33/day to drive a brand new electric car with more performance than most road-worthy Lamborghinis and it came with the latest connectivity, track mode, and full Supercharger access. That would have been a nice 2-year return for only $3.33/day.

Sometimes, timing matters.

 

[heyitsfred]

Our R1T delivery in Gaithersburg got delayed overnight because of Rivian's clerical error and some technicalities of Maryland law.

When we explained how tight our schedule was, they got VERY accommodating on convenience and price. A Delivery staff member volunteered to meet us at 6 am the next morning, so we could still get to Chicago on time. Some standard markups went away. We got some Rivian swag.

They lost some profit because of that error, but they kept a very loyal customer because they did everything reasonable to treat us well and make us whole. When I complemented the staff, one of them said, apparently sincerely, "We enjoy making it right -- especially for nice people like you!"

I agree with those who say: BOTH speak up AND be nice. Most Rivian employees will do everything they can to treat you fairly. They will try to be at least as reasonable and kind as you are. Please don't pass up any opportunity to praise good performance.

Best wishes!

yeah it’s a really annoying situation. on one hand i understand that the guides and customer support folks aren’t really able to do anything here, but on the other hand, this dance around “we aren’t allowed to put you in contact with the delivery team, you just have to wait for them to call you” is very strange.

 

[Kidentist]

My delivery for tomorrow was cancelled yesterday citing "hood defect discovered during pre-delivery inspection"
While I am grateful that they are taking their time to "check all the boxes", I wish they did this earlier when the vehicle was delivered to them (I believe they've had the car for at least 3 weeks) as I was told on the last conversation I had that "They only had to replace a badge according to their technician". Anyway, we'll see where this goes, I'll try not to get to excited next time they schedule a delivery just in case.....
For the record by now I've spoken with 3 different people so who knows "who's in charge", sadly the message said they don't know how long this will take to repair.

 

[heyitsfred]

My delivery for tomorrow was cancelled yesterday citing "hood defect discovered during pre-delivery inspection"
While I am grateful that they are taking their time to "check all the boxes", I wish they did this earlier when the vehicle was delivered to them (I believe they've had the car for at least 3 weeks) as I was told on the last conversation I had that "They only had to replace a badge according to their technician". Anyway, we'll see where this goes, I'll try not to get to excited next time they schedule a delivery just in case.....
For the record by now I've spoken with 3 different people so who knows "who's in charge", sadly the message said they don't know how long this will take to repair.

this approach makes zero sense in a world where traditional car dealers have massive lots full of cars you can take home in less than an hour. the most time i’ve ever had to wait for a car after buying it was probably the 5 minutes it took a guy to run to the back lot and drive it out to the front door.

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