Hi all, has anyone else received damaged kit and then struggled to get any back from Zwift or figured out how to resolve issues with delivered equipment? My Zwift ride turned up last week, the box was split open and the frame is damaged. I’ve really struggled to firstly find how to contact Zwift. I’ve tried responding to my sales Email and have also contacted the Support team, neither have provided any response. The Chatbot just send me round on circles and is infuriating.
Have you tried orders@zwift.com?
Yes, I’ve sent emails to the Sales and Support email addresses, but had nothing back, not even an automated reply email that some company’s return to say they’ll respond within a time frame.
Common place damage To Zwift Ride Frames Been going on for months and it still it keeps happening 
just wait patiently, if you are sending follow up emails it shoots you to the back of the line… I know it is dumb… just have to wait it out
Why have you accepted a damaged box from the parcels service? It’s in your and your parcels services responsibility.
The delivery driver refused to put it back on his van. I haven’t signed for it. The driver maked it as damaged on arrival, took photos and left.
Thanks, I’ll keep waiting.
If goods are delivered to you in a damaged condition, the Consumer Rights Act makes the retailer responsible for remedying the situation.
You can try to explain the CRA to the driver…
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Similar thing here.
In my case, the cardboard was not so damaged, but when I bring out the frame… take a look:
Current status:
- I stopped assembling the Zwift ride;
- I dow’t want to return the frame, pay the shipment for sending back, buy a new frame, pay again the shipment… when the problem was not caused by me (and I am wasting a lot of my personal time);
- I asked for a repair \ partial refund just to avoid to wait and pay more… but NOTHING, Zwift assistance is not replying to my email.;
I am very frustrated to spend 1500 Euros in Zwift Ride + accessories and been locked in a sort of limbo.
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Hi all, I finally got a response and a new part is ordered. The response seems to be via the replacement parts form. Just type ‘Replacement Parts’ in the chat and it gives you a form to complete. It took a few days for a response, but finally getting somewhere.
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Hi James, just to know. Will you return only the parcel of the frame or “frame box + handlebar box”?
And… Will the courier arrive at your door with the new frame and will he bring the damaged one at the same time, or have you to send it back and wait for a new one?
Thank you in advance
Hi Luca, they provided instructions on what to return, which is just the items in the Frame box, eg. Frame and Stem, but not the handle bars or Allen Key. They are sending me a new frame and a returns package, again they provided instructions on how to pack and return the item. The packing label is from my home address. Hope that helps.
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Thank you so much @James_Neal .
So… now waiting my reply\turn from support 
Have a great weekend.
Please … Keep us updated on how it is going.
Thank you in advance.
@James_Neal you paid ZERO Euros returning the frame by using the label they provided, right?
@frips81, yes, they send me a pre-paid FedEx label. I just had to organise the collection. They dropped the bike off and some new straps to go around the original box, then FedEx turned up a few days later to take the old one back. The second frame came in a different type of box, far more sturdy and offered a lot better protection.
Update. The new frame arrived in a pretty solid package. The damaged one has been repacked and sent back, by using a label sent from the Zwift support (and two new straps, sent by Zw.supp). A clean and smooth operation, with no expenses.
Great support: 10/10
Hey @frips81 Glad you got yours sorted eventually, sounds like you had a similar experience to me. Great service once you get past the chat bots and automated responses.
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The key came from you
“Replacement parts” was the thing to write to access to all the further steps.
Big thank you!