Rivian cancelled my order after telling me to change my insurance to the new VIN and was RUDE!!!

[NYC_Rivianowner]

So I ordered a new R1S and was set to take delivery. I signed the docs and a guide instructed me to move my insurance to the new VIN which I did. I also told the guide that a close family ;member had a medical emergency (I explained in detail but don't want it on a public forum), and needed to move my delivery back for a few days. She was very nice about it. A few hours later, I get a very angry call from another guide who told me I HAD to take delivery in October. I asked why and explained about the medical emergency and he, in an extremely rude tone, said "Because it's just sitting there!". I explaiined it would be impossible and he, in a frustrated way said he would call the facility but sounded very unhappy about it. 5 minutes later, I get an email saying my order has been cancelled. Since then Rivian has neither answered any of my texts nor picked up any of my calls. AWFUL EXPERIENCE!!! And now my current R1S that I was set to trade-in is no longer insured.

Sponsored

 

[Redline]

So I ordered a new R1S and was set to take delivery. I signed the docs and a guide instructed me to move my insurance to the new VIN which I did. I also told the guide that a close family ;member had a medical emergency (I explained in detail but don't want it on a public forum), and needed to move my delivery back for a few days. She was very nice about it. A few hours later, I get a very angry call from another guide who told me I HAD to take delivery in October. I asked why and explained about the medical emergency and he, in an extremely rude tone, said "Because it's just sitting there!". I explaiined it would be impossible and he, in a frustrated way said he would call the facility but sounded very unhappy about it. 5 minutes later, I get an email saying my order has been cancelled. Since then Rivian has neither answered any of my texts nor picked up any of my calls. AWFUL EXPERIENCE!!! And now my current R1S that I was set to trade-in is no longer insured.

I'd keep calling. This doesn't make a lick of sense.

 

[NYC_Rivianowner]

I'd keep calling. This doesn't make a lick of sense.

Agreed, but even in my app it no longer shows the new R1S and just says congratulations on my $500 deposit

 

[Ventura]

So I ordered a new R1S and was set to take delivery. I signed the docs and a guide instructed me to move my insurance to the new VIN which I did. I also told the guide that a close family ;member had a medical emergency (I explained in detail but don't want it on a public forum), and needed to move my delivery back for a few days. She was very nice about it. A few hours later, I get a very angry call from another guide who told me I HAD to take delivery in October. I asked why and explained about the medical emergency and he, in an extremely rude tone, said "Because it's just sitting there!". I explaiined it would be impossible and he, in a frustrated way said he would call the facility but sounded very unhappy about it. 5 minutes later, I get an email saying my order has been cancelled. Since then Rivian has neither answered any of my texts nor picked up any of my calls. AWFUL EXPERIENCE!!! And now my current R1S that I was set to trade-in is no longer insured.

Sorry about that. I've never had a negative experience, either in purchase or service. In fact, when my 12V went out people went out of their way to make things right and did so in a friendly, empathetic manner. The problem with public services is that we don't all get the A+ employee, but I know from experience that they have many.

 

[Dark-Fx]

I'd find this story more believable October was the end of their quarter.

 

[NY_Rob]

Jeese, that sounds really bad.

About a week before my R1T was ready for delivery (Jan 2023), my wife had a medical issue where she was 100% told in writing by her surgeon she could not drive for at least three weeks after her procedure. She was going to by my driver to bring me to Brooklyn to pick up the new vehicle. I told my Guide that I'll have to put off delivery for at least three weeks or they'd have to deliver the vehicle to me (2 hr drive from Brooklyn SC to my house). They didn't want my truck sitting around the SC so they delivered it to me at no charge and couldn't have been nicer about it.

Sorry this happened to you!

 

[NYC_Rivianowner]

I'd find this story more believable October was the end of their quarter.

Maybe the sales people get a monthly commission but I promise you everything I wrote is 100% true.

 

[GRC]

Sometimes these "order has been cancelled" are system generated emails when they make changes or updates to your order...I had a similar experience when working through my order earlier in the year...A lot of these emails that were being sent to me was being triggered by whatever system they use....and it was happening as they were making updates to my order. Hang in there - They are in the 'sales' business - they will accommodate you and make it right

 

[Yota2R1T]

So I ordered a new R1S and was set to take delivery. I signed the docs and a guide instructed me to move my insurance to the new VIN which I did. I also told the guide that a close family ;member had a medical emergency (I explained in detail but don't want it on a public forum), and needed to move my delivery back for a few days. She was very nice about it. A few hours later, I get a very angry call from another guide who told me I HAD to take delivery in October. I asked why and explained about the medical emergency and he, in an extremely rude tone, said "Because it's just sitting there!". I explaiined it would be impossible and he, in a frustrated way said he would call the facility but sounded very unhappy about it. 5 minutes later, I get an email saying my order has been cancelled. Since then Rivian has neither answered any of my texts nor picked up any of my calls. AWFUL EXPERIENCE!!! And now my current R1S that I was set to trade-in is no longer insured.

Shocking, uncommon experience.
I hope Rivian makes this right ASAP.
Can you call the Rivian Service line to begin escalating?

 

[PappaBolt]

It sounds like there was pressure to get that vehicle delivered before end of month. It’s a numbers game for investors. I would guess they looked hard (and maybe found) an alternative buyer who would take delivery.

It’s really lame if the numbers count more than personal circumstance. I’m sorry that happened and I hope they make it right. Seems like the kind of thing that needs to go on blast.

 

[Nixapatfan]

Could be many things like goosing sales for the month or incentive changes where the current price may no longer be valid next month. They can't have people just extending reservations and have cars waiting in a lot. I'm sure a call to order another will set things right as they are in the business to move metal, may not be the same price next month though.

 

[NYC_Rivianowner]

Update: Pam (my first specialist) called me just now and sorted everything out. The delivery was cancelled because, as she described it, the lots are like airports and they didn't have room for other new cars coming in. Still, it's been there and I will now be able to pick it up next Tuesday. Honestly, the biggest issue (aside from the rude guy) was that they didn't bother to call me before cancelling. All good now.

 

[sfvR1S]

So basically it was resolved in a few days?

Makes me wonder about people who post their "negative" experiences 0.0003 seconds after they're inconvenienced.

Why not wait a few days or a week to see how it plays out?

 

[Luvolbikes]

My pickup was scheduled by Rivian as no later than June 28 . My pension check is deposited between the 28th and 30th and I needed it to have the needed amount. I tried to get them to change the pickup date 2 or 3 days later, and they wouldn't. Fortunately the deposit came on the 28th. They do seem to have some strict pickup, delivery requirements. They were polite about it anyway.

 

[Dark-Fx]

Update: Pam (my first specialist) called me just now and sorted everything out.

Hi Pam, or Pam's boss!

Glad you got things situated so far. Enjoy your new Rivian next month.

Sponsored