Hello Support Team,
I ordered the Zwift Ride and a tablet holder. DPD delivered the handlebar and the tablet holder. The frame and the Kickr were not delivered (there was no delivery attempt either) and according to DPD, they were sent back. I have been told to contact the seller. So far, I haven’t received a response to my ticket.
How should I proceed now?
Thank you in advance.
Marcin
Hello Zwift Support,
I’ve ordered Zwift Ride with kickr core and kickr got delivered. The rest hasen’t. I’ve requested help from support by mail but nothing happened. How can I claim about missing delivery?
Sincerely Daniel
I believe DPD has to process too many retours from same sender (judging from the forums here) so they probably decided internally to just hold on to packages from Zwift/Wahoo fitness with damaged boxes and send them back directly instead of us going through all that hassle for returns. It saves them and us some time. So yes, most likely just like many of us, the parcels shipped with damage.
Normally it does state that the packages deliver in 3 separate packages and can be delivered on different occassions. All three should have separate track ID at DPD. Check all 3 track and trace ID’s @ DPD and check what it states in details. Mine got returned by DPD to Zwift/Wahoo because of damages. But it could be your Zwift Ride frame hasn’t been sent yet.
Bonjour
Je suis dans la même situation que vous. Mail envoyé et réponse qui me renvoie vers le forum…
Il y en a peut-être d’autres ?
Cordialement
Hi @Marcin_Tysiac, welcome to the forums!
I’m Fernanda, from Zwift.
I appreciate that you brought this matter to our attention, I put my two cents on this issue you are facing and already moved forward and answered you via email with the next steps to go!
See you by email.
Thank you Fernanda
Hi @Daniel_Knapp, Welcome to the forums!
I’m Fernanda, from Zwift.
Thank you for bringing your concerns to the forums! Let me give you some news, I already located your ticket and provided you with the information of the parcels via email. Let’s continue this interaction in that one-on-one space!
Keep an eye on your inbox.
Thank you Fernanda. Answered on your mail. Seems that dpd is having issues by delivering the frame.
I have the same problem here in Germany. All packages were delivered except for the Frame.
The DPD tracking now returns the following message:
“Unfortunately, your package could not be delivered. We have therefore sent the package back to the sender. Please contact your sender if there are any discrepancies.”
The Zwift order in my account appears as fulfilled, but nothing… this is stuck in DPD.
I went through the frustrating bot on Swift Support and finally sent a message, but no sign of any ticket number yet. Any help here, Zwift?
From my own experience: Support will contact you within 1-2 days, and the missing part will be sent again. I had the same problem.
Thanks, @Marcin_Tysiac. Let’s hope it goes smoothly…
Yup, means your frame/packaging came in damaged and DPD decided to send it back. Many are in the same boat. Zwift’s partner who’s assembling the frame is using very cheap and simple packaging. I think the result of that is clear for all to see … I’ve been waiting almost a week without any contact from Zwift to send a replacement. I would rather have them contact me to wait x weeks to send me a decent packaged frame or something …