Crossbars and Ski Rack MIA

[jimk]

Starting to feel like I'm getting a bit of a runaround regarding crossbars and ski rack I ordered as part of my configuration. Long story short, I ordered an R1T from the shop, which I picked up from the factory on 7/31. I included crossbars and ski rack in my configuration just because I figured it would be easiest and I'd get them with my truck at delivery. I wasn't financing or anything, so no other reason to include them with the order.

When I picked up the truck in Normal, there were no crossbars or ski rack. I was told by the delivery team that they'd be sent to me separately. Ok, fine. I figured they'd just come straight to me from the gear shop and I'd have them before long. A few days after getting the truck, I reached out to my guide asking if they were on the way. He basically shrugged and said he had no idea. Couple days after that, I get a message from Rivian saying both items have been delivered, but not to me ... they were delivered to the factory. That was the week before last. Since then, my guide is either incredibly vague or doesn't respond. I know it's only been a couple of weeks, but I just want to get the stuff I paid for which, had I just ordered directly from the gear shop, I would already have. I also feel like if they weren't going to give it to me with the truck, they should have told me that (as they did with the manual tonneau which I will receive some day in the future).

Is any of this normal (pardon the pun)?

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[Marchin_MTB]

I want to say that the crossbars and kayak rack came in the mail ~2 months after we took delivery. This was summer of last year.

 

[VSG]

I figured it would be easiest and I'd get them with my truck at delivery

You figured wrong - accessories have always been drop-shipped. I got my cross bars and charger before my R1T. I got my all-weather floor mats after. At points in time some accessories can be delayed by months because of available stock - and that's one of the reasons why they are shipped separately. Rivian doesn't want to have to delay delivery of a vehicle and have it sitting on the lot for months just because, for instance, the floor mats are out of stock. I'm pretty sure that somewhere in the process it says that accessories ship separately. Regardless, that's the way they always do it.

I don't know how this normally works for factory delivery though. Did you switch your address to the factory in order to get delivery there? If so, then maybe that's where Rivian's software thinks you live? Are they titling the vehicle in IL as well?

Couple days after that, I get a message from Rivian saying both items have been delivered, but not to me ... they were delivered to the factory. That was the week before last. Since then, my guide is either incredibly vague or doesn't respond.

To me that indicates this is not something that routinely happens - your guide probably doesn't know where those items are right now and there's probably no easy way to track them down. I'm sure they will make this right eventually, maybe they will have to re-order those items for you, but you will get them. However, I would check on the address in your account to make sure that they have it correct for the future so this doesn't happen again.

 

[Spades]

If it takes to long I would honestly ask for a refund and just pick them up at a service center.

I was wanting some crossbars for a new tent thats coming, and I remembered the service center told me to go there before ordering online. Sure enough I show up and they have everything in stock minus a spare. Now this was the service center in Denver so others might not have everything like they did.

 

[DRJ2175]

Geez - I hate to add to your frustrations.

I ordered my cargo racks off the RIVIAN website and had them delivered to my local UPS store within a week or two?

I might add that it was pre-price change. $500 for a pair compared to the newly advertised $650 per pair.

 

[NoCoRH83]

After a delivery that had to be cancelled when the truck had been damaged at the SC, my guide offered complementary crossbars as an apology. That was January and I'm still waiting. I check in with the guide every month and the response is always the same - they don't know when anything will ship and there's nothing they can do to move it along.

 

[jimk]

I don't know how this normally works for factory delivery though. Did you switch your address to the factory in order to get delivery there? If so, then maybe that's where Rivian's software thinks you live? Are they titling the vehicle in IL as well?

I set the factory address as my delivery address months ago, when I was still thinking I would wait for the max pack to come out. I was subsequently given access to the store with the inventory available to me being based on the factory's address. Purchase agreement and all other docs were, of course, completed with my actual home address in Vermont. Rivian is titling the vehicle in Vermont, on my behalf. I left the factory with Illinois temp plates good until late October. Rivian says my Vermont title and plates will be sent to me by then.

I think the issue here arose because Rivian's systems assumed that because the Normal factory address was my delivery address for the car, that's where all the accessories should be shipped to. So the crossbars and ski racks were shipped to "jimk" at the Rivian factory address and they are presumably sitting somewhere there because whoever signed for them at the front desk has no idea who "jimk" is.

If it takes to long I would honestly ask for a refund and just pick them up at a service center.

I would be happy to do this but it's now been a full week since my guide even responded to a message, and I wish I had confidence that they would be any more effective in delivering a refund than they have shown themselves to be in delivering the items themselves.

I ordered my cargo racks off the RIVIAN website and had them delivered to my local UPS store within a week or two?

Yes, the irritating thing here is that the items are in stock in the gear shop. I would have a lot more patience with this if anyone at Rivian was communicating with me. If my guide continues to ignore me, what's the best way to escalate to a supervisor? Call customer service?

 

[NY_Rob]

I set the factory address as my delivery address months ago, when I was still thinking I would wait for the max pack to come out.
I think the issue here arose because Rivian's systems assumed that because the Normal factory address was my delivery address for the car, that's where all the accessories should be shipped to.

Seems likely, since your address is the factory in Normal.

What's the best way to escalate to a supervisor? Call customer service?

I'd start with a phone call to Customer Service.. I've had to call them twice, both times they were great to deal with and took a personal interest in seeing my issues resolved quickly and satisfactorily.

 

[jimk]

I'd start with a phone call to Customer Service.. I've had to call them twice, both times they were great to deal with and took a personal interest in seeing my issues resolved quickly and satisfactorily.

This was good advice. Had a good call with a CS rep who appears to have lit a fire under my guide. I'm told they've re-ordered the crossbars and rack for me (apparently they have spent the last two weeks looking for the ones that were delivered to me at the factory) and have said I should have them in a week or so.

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