Gear shop woes - customer service is non-existent

[Quick]

Rivian’s downward spiral for customer service has unfortunately continued. Love my truck, but everything around it from the company is just falling apart.

Case in point, I ordered a set of crossbars and an extended gear guard cable for my R1T. Over a week later, I received shipping notification of one package being shipped. I received a 10”x12”x4” box with only the cable inside. The shipping label was marked as 30lbs. No crossbars, obviously. Contacted customer service a week ago, and literally zero response. Either to my calls or email regarding the issue. This doesn’t feel good on a $600+ bill.

C’mon Rivian - you can do better. I’m about to contact my credit card company and deny the charges as I’m unsure when/if this will be resolved. If these simple things such as responding to customers can’t be handled, what does that state about the customer engagement model.

This is simply unacceptable. Do better.

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[COdogman]

That is not good. Have you tried chat support? I always like to have these convos in writing whenever possible.

 

[tato97]

Unfortunately, I have to concur. It is painful to see the company failing so badly at basic customer service. I too placed an order for crossbars and touch up paint. 4+ weeks went by, several chats later - no status on order. I finally email and told them that if it was not shipped that day to cancel the order. The responded with 'we will cancel the order as it has not shipped'. A week later, I get an email with returning labels! Bottom line, it took two weeks for them to refund the order. Painful

BTW, just dropped my vehicle for routine service yesterday. The service center had all the items I ordered in stock and I was able to buy them on the spot.

However, the service visit also was a head scratcher. I walked into the service center to find a lobby with no Rivian reps. The service staff was behind a locked door and windows. I looked at them and they ignored me. I proceeded to wonder around the place to see if I could find someone to help me. I was confused about what/who I needed to talk to to drop the vehicle. I finally talked to an employee outside the place who walked inside, opened the locked service door and told the service reps, who had been looking at me through the windows all along, that I needed help. Baffling experience....

Don't get me wrong, the people I interacted with all are great. Even the ones I chatted during my gear shop fiasco but they could offer no tangible help.

Also, I made the service appointment three months ago - tire rotation and check up (vehicle has 8k miles). They put me in a rental vehicle for two weeks! How can that be cost effective?

I knew when I purchased the car that it was going to be a rocky road with a startup. But it is painful to see the company still unable to get the basis right.

 

[Mellowyellow]

2 weeks?!?!

 

[Quick]

That is not good. Have you tried chat support? I always like to have these convos in writing whenever possible.

Yup. 2 emails (customer service, and guide), chat, as well as a phone call. As stated above, all helpful people, but no one actually did anything or made any progress.

These are also the simple things to get right or to correct. It just shows a lack of focus on the customer.

 

[Davethadog]

Charge back the card you used for the difference. That’ll get their attention.

 

[Riviot]

Try paying for a vehicle and accessories in full, and not getting the accessories. I'm going on 4 weeks still waiting for all weather mats (that I see as in stock...?) and have hit up the SC delivery team twice, customer service by phone twice, and nothing changed.

"We've passed on your request to the gear team."

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