Refund Issues, Rivian Guide non responsive

[Aag12]

Thank you for sharing your experience. This is terrible behavior. Would a consumer be able to get away with delaying payment for this long? Absolutely not! Think of all the time that has been already wasted on this matter. I have filed a BBB complaint. Let's see if that helps. My next step would be to file a complaint with consumer protection agency.

I checked my emails. I also got a quick response when I made a complaint to uccc.

Not sure why I complained there, but I got an official response and letter from rivian.

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[Monkey]

I'm having trouble getting my $100 deposit back for the GMC Hummer SUV EV as well. I canceled on 7/10/2023 and I keep getting the run around from the dealer.

I've got a Hummer EV reservation that I can't get refund either. GM blames dealership, dealership claims they have now knowledge/responsibility. Credit card company can't help because it's been like 2 years for whatever.

And I'm now fighting to get my $1000 back from Rivian. I'm livid. I've been a max pack reservation holder for a long time. My wife wanted to test drive an R1S and I kept trying to set up an appointment for that. Rivian kept giving us the "just test drive the R1T, it's essentially the same." No, we're very familiar with the R1T, my wife wanted to spend some time with R1S. Ultimately they told us to reconfigure as an R1S, so we did and shortly after I got the demo drive invite for R1S. Also once we got the demo drive invite, we also got the notice to confirm our order and I didn't think much of it. I have multiple emails now, telling me to confirm my order and also telling me that once we confirm and lock in our $1000 is non-refundable. My account will no longer let me change configuration back to an R1T. Nor is the option to cancel there. All I can do is edit my R1S config or lock in what I have configured. I've called, I've emailed, I've spent hours trying to get through in chat -- doing that again right now. Got a call from a guide the other day telling me I need to lock in or configure different wheels (sport bright being discontinued) I told her the whole story about what happened, and want to cancel. She couldn't help me, told me I had to talk to customer service. ...I thought the guides were customer service? Transferred me to a dead/disconnected extension. I'm fully expecting my order to get automatically confirmed against my will at this point.

My whole opinion of Rivian has soured greatly over the past year. The max pack shenanigans were bad enough. Now this.

 

[LL75]

rjscaringe@rivian.com

Give that dude a shout. this is rediculous amount of time. They better pay intersts for that 6 months

 

[oskeei]

Try the Customer Enagement POC. I took a shot in the dark and actually got a response. It might not have been him and someone from his team, but did get results.

[email protected]

 

[pehalvan]

I finally got my refund check in the mail yesterday via UPS. Here is everything I did this time(in addition to my previous attempts). Not sure what worked but just documenting it here for someone else's benefit who maybe in the same situation.

1. Reached out to my Rivian Guide 5 times in two weeks(she was completely non-responsive).
2. Started this thread here.
3. Sent an email to the CEO's email address(No response received).
4. Filed a complaint with BBB(No response received).
5. Reached out to support via facebook messenger(They assured me that they have escalated to the appropriate personal and it will be resolve. They also wanted me to give them a positive review which I said I would once I get my money back.)
6. Scheduled a call with a different guide who assured me that he will escalate it and keep me updated(No communication received from him after my scheduled call).
7. Opened a service ticket via 855 Service desk.

In total this whole process wasted at least 10 hours of my time over six months. Thank you everyone for your help and advice.

 

[Monkey]

LOL... After waiting almost 2 hours I finally got into chat with customer service. They say they're canceling/ processing my refund. That only took 10 days to get to that point. Let's see how well they follow through.

Sorry, to hijack threads, I just happened to be here and vented my frustration.

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