TL;DR Do not purchase equipment through the Zwift shop!
I learned the hard way. I purchased a ZwiftBike on November 28 and was impressed when it shipped the following day. However, there have been no tracking updates since December 5. This in spite of me paying $310 (!!!) for FedEx shipping. I have both emailed and phoned but received no response to either. I spoke to FedEx (who in contrast actually answers the phone), and they told me only the shipper can file a lost package claim. Alas, there seems to be no way to contact the shipper. I’ve now filed a claim with my credit card company and hope that I can at least get my money back.
You’ve been warned!
Hi @Gary_Holton, welcome to the Forums! I’m Francisco from Zwift Support.
Thanks for sharing this. I’ll follow up on your shipment issue directly and investigate with our team to help you out. Keep an eye on your inbox.
Ride On.
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It was the same at my order! Sent on one day after my order, then nothing since the december 01. Fed Ex lost the package but if i tried to reach the swift support, every time i became an automatically generated answer with no help. This is the worst customer service ive ever faced
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@Fabian_Weissenfels Zwift promised to reship my order. Iʻll follow up if that works out. Hopefully theyʻll reach out to you as well. Customer Service does seem to be monitoring this forum. Maybe phone and email is just overloaded.
It really seems the issue is with either where the Zwift ride packages are shipping from or the fact that it comes in multiple boxes. If you are a forum regular, you will have noticed that these threads are only for the Zwift ride, never just a trainer by itself. It’s always people getting 1 or 2 of the 3 packages everything comes in (or this case 0 packages). I can’t remember ever seeing someone say my Kickr Core didn’t arrive, I know the one I ordered was delivered without any hassle.
@Francisco_J I’ll say this again, your Customer Support team needs to hammer the shipping / logistics folks to do an on-site deep dive RCCA / 8D investigation on why Zwift and FedEx have so much trouble shipping / tracking the multiple boxes used to ship the Zwift ride. Because it’s failing on a regular basis.
This is show piece equipment, a massive conversation starter when someone sees it for the first time, what story do you want your customer telling their friend / ie your prospective customer A) Oh man, I love this thing, let me show you how it works or B) yea, glad I got it, but it was a nightmare to get it here, let me tell you about the two months of dealing with crappy Zwift support, lost FedEx packages, etc before it all finally arrived.
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@Francisco_J Francisco,
Thanks again for helping to sort this out. It looks like some items have shipped but not the Wahoo Trainer. Can you figure out what the problem is?