I placed an order for the complete Zwift Bike set up, Zwift stated that I would receive it in 3-5 working days, I received the handlebars and frame but no turbo trainer. I contacted Zwift Customer Services initially they said that DPD had been unable to deliver the trainer and they would investigate, after 5 days they said it had been lost in transit and they would resend, although a bit of a delay this seemed reasonable, unfortunately they decided to send another frame and not the trainer. I spent an hour talking on line (no number to call) and have been told my matter is being looked into again.
This is an expensive item from a company that is trying to lead the way in indoor training, the customer service I have received falls well below my expectations.
Shuji at Zwift HQ here. Thank you for sharing your concern with a disappointing order fulfillment process.
I see you’ve been in touch with our Support colleagues - they have been working with the shipping warehouse and the carrier handling your order to get a new trainer out to you ASAP.
As Zwift Shop matters invovlve your personal details - we do not handle them on this public forum. Please continue working with our team via email who’ve been in touch with you within the past hour.
Hello! I also have bad experiences with technical support. The bike frame arrived damaged (scratched), and I contacted both emails (order and support), but I haven’t received any reply for 4 days. The bike is sitting unused because I don’t want to finish assembling it before I get their response. How long does it usually take for them to reply? I ordered from the EU as well.