Platform is good but their customer service is woeful. I have been trying to discuss my account with a human, having given up on emails (replies inconsistent with little apparent interest in understanding and solving my problem), for at least six weeks. Desperately need to remember there are other Apps out there
They sell a Zwift virtual gear shifting. It should be working on the Rouvy app, but it is extremely unstable. When you start by connecting it to Zwift and then go to Rouvy, it somehow magically works. Why? Because they don't want you to use Rouvy. Even Rouvy themselves can't get through to them. I initially thought of using Zwift, because some friends do, but I have no respect for these methods. BS company.
Zwifts customer service is overwhelming horrible. Vladimir Putin provides a better customer service experience. I could hand sand my way through an oak door with a Q-Tip before they get my transaction sorted out. I purchased a Wahoo trainer from Zwift. It never shipped. After attempting to reach Zwift customer service every single day through email, phone calls, social media messages for 2 weeks I finally got an answer from them. They shipped my trainer finally but it showed up damaged and missing parts. It’s been nearly 3 weeks of attempting to contact Zwift every day. The parts are now finally on the way but with zero resolution or compensation of the like after asking multiple times. They straight up ignore or do not reply.
Do yourself a favor and avoid this company! Bought the Zwift Ride bike and after not even 6 months of light use, the handle bar controls no longer function correctly. I don't sweat much and am religous with drying the handlebars and keeping the bike clean (which should not even be necessary considering this is exercise equipement!), but the handlebar controls have failed. Apparently this is a REGULAR issue (see posts on Redit etc). Worse than that is the Zwift customer service (or lack there of). I have tried multiple times to contact the regarding a warranty claim without success. Do yourself a favor and by equipement from another manufacturer and use a plateform like Rouvy!
I recently purchased a Zwift Ride with Wahoo Kickr Core 2. Order number ZWUK418629. The Kickr Core 2 does not work properly (power is inaccurate and very volatile). The issue was first raised five days ago. I've made it clear to Zwift that I have already been through every troubleshooting step, and that the Kickr Core 2 is defective and needs to be replaced. Customer service is incredibly slow and unhelpful. One unhelpful email is followed by a few days of no reply, then another unhelpful email follows. I've spent approx. £1000 here with Zwift, have been a user since 2020 and yet there is no care or attention given to users. Incredibly disappointed and awaiting a resolution.
Only 4 because I did have to flex quite a bit to get support to jump back in and assist, with an issue.That said - a C Level Exec is the one who saw my please for help, and he personally saw to it that I was taken care of, and quickly. I'm grateful for him and the entire Zwift Team.
Zwift ride purchased and commissioned in November 2025. Power readings from Kickr Core are massive (>2000w). Completed numerous troubleshooting steps (worked out through my own research on forums etc etc). Isolated issue to a hardware fault with Kickr. Rig is unusable.SUPPORT is an AI bot that promises escalation and/or response from team. What is the response? An email saying I havent been in touch. 8 plus weeks of troubleshooting. Waste of money. Nobody sorts anything out. Its great if it works but if it doesnt you are toast. And that is a theme in reviews. I am just adding to it.You cannot CANNOT get through to a human who can deal with unusual situations and resolve them.DONT BUY THIS SET UP - if it goes wrong you are out of pocket and on your own.
I ordered the COG and it hasnt arrived'after 2 weeks. The only response I got from customer support is an automated message saying it takes more than the usual 24 h response timesto handle the question.... haven't heard since, also not after 48, 72, 96 hours...etc. No idea what to do next.
If I could give negative stars for Zwift Customer Service I would! I made a purchase of a trainer with Cog and Click pre-installed. I got a trainer... no Cog, no Click. The shipping took forever and then disappointment when it finally arrived. I tried to reach customer service. They only respond via email and not quickly... it took several days. They said they would send out a Cog and Click upgrade package. They ignored my request to expedite shipping. Again, wrong item sent. Only a Cog and no Click and the Cog is not compatible with the trainer that THEY SENT! UGGGHHHHHHHHH! Never again and buyer beware!!
TO ANYONE WHO IS THINKING OF BUYING A ZWIFT RIDE…Having spent over £1,000 with Zwift and taking a leap of faith to order an indoor trainer with them on 2nd January, I am still missing my Zwift Ride frame (all other smaller parts were delivered on 3rd January). However, as far as the Zwift Ride frame is concerned, since 3rd January DPD seem to be scanning some kind of label and generating an update to me on a daily basis as to my Zwift Ride whereabouts. It started in Hinckley on 3rd January, then it was somewhere near my local depot (Berkshire), then moved to Aberdeen on 8th January and has been scanned there every day since. Justin L a “Member Experience Agent” from Zwift’s E-commerce team emailed me on 10th January to ask if I had received the missing item and that they would investigate it further if I had not. I have called DPD today (call centre in India) who were extremely unhelpful and could offer no assistance. Emails to Zwift haven’t got me any further, and I find myself in possession of parts that are completely unusable without the Zwift Ride frame (i.e. handlebars, Kickr Core 2 and adjustable cranks).On investigating I don’t seem to be the only Zwift customer having found themselves in this position, and I am not at all convinced that I am ever going to receive my Zwift Ride frame.Numerous unanswered emails and being unable to actually speak to a person (chat bot only) have left me wishing I had never ordered from this company.
We live in Austria, and the advertised price here for the monthly subscription is 19.99 EUR. Regardless of this, they charge me 19.99 USD every month, which ends up being around 21.2 EUR. Since I escalated the problem, they're bullshitting around with random copy-pasted answers about special taxes, etc, while a friend of mine (also from Austria) pays only 19.99 EUR at the same time, and the bill I receive also states that I paid 19.99 EUR, includint taxes. After we've spent almost 1400 EUR to purchase a Zwift Ride, I would expect a much better user experience when it comes to their support, because in its current form it's more like a scam, than a decent service.
After much consideration, I finally decided to purchase direct from 'Zwift' a 'Zwift Ride & KICKR Core', what a mistake.3 of packages turned up within 3 to 4 days as stated when I placed my order. But the frame which is the main component missing. I've now been waiting a further 8 days and still no frame.Also paying £65 for delivery to get everything in 3 to 4 days seemed initially OK, but now I've been waiting 11 days and still missing the main component the delivery charge is a joke.I contacted 'Zwift' customer services after the initial parts had been delivered, getting and automated e-mail saying it will take more than 24 hours to respond and if I chase again this will delay their time to respond, as if it's my fault for chasing them about a missing part.Eventually I get an e-mail from customer services saying then have contacted the warehouse, but no other details, when I replied I then got radio silence. After several more days I eventually get another e-mail saying they have contacted the warehouse, but yet again no more details, but this e-mail did say " I will be glad to continue supporting you", so I asked a simple question of when will I receive my missing frame, to which there again has been radio silence from 'Zwift' customer service.I wouldn't recommend 'Zwift' to my worst enemy.So if you want : Zero customer support Late deliveries Missing parts Radio silenceThe 'Zwift' are the company for you.If I could have given 'Zwift' a rating of zero stars I would have.I cannot stress enought DO NOT BUY FROM 'ZWIFT'
I've been a member of zwift on and off for 4 years. After a lot of thought bought the zwift ride setup. having lots of wifi connection problems with the kicker v2, like a few others. its supposed to have race mode on wifi. that's the reason I bought it . Zwift customer service is very poor. Not helpful, was hoping for a replacement kicker as can't be used how its advertised .Still waiting for my last reply! 5 days so far.Ai replies to start with, then when you get to emailing a human, takes 3-4 days to reply, giving me basic options to try, its the wifi on the kicker that's the problem , will not stay constantly connected and drops out , leaving my avatar not moving, watching the other's ride into the distance on a race!
Terrible. Absolutely terrible. They’re customer service doesn’t exist. It’s only AI. I bought my Zwift the after Thanksgiving and have been able to use it ONCE. The connection issues are abundant and if you aren’t tech savvy there is no one to help you. They rely on the biking community to solve their connection problems. DO NOT buy this bike. You will have ZERO support from Zwift.
Zwift itself is fantastic, great kit to use to exercise no faults with it whatsoever. However Customer Service on the other hand is a shambles. Response time is 3/4 days, a request to cancel a payment to change to different payment option impossible. Canceling an item before delivery impossible, only available by email. No option to call anyone in customer service. Then their website under your orders doesn’t have a cancellation button so if you order something and have a change of mind or want to upgrade something you can’t until the item lands on your door then you’ve to return it to them reorder. Not good after sales..
I got Zwift Ride from black Friday sale. Bike is working fine and tried a quick ride to see things work. Did not take any membership at their site. Thought some usage period must've come with the bike (it doesn't come with _any_)Tried Rouvy / MyWhoosh during December before trying Zwift service again after ~three weeks after bike purchase. The bike didn't move in the UI and noticed I had to activate membership at their website. Go through the motions and press "Start free trial" -> get charged monthly fee immediately -> complain to customer service and they say my trial started when I first rode my bike. Well, that wasn't communicated to me in any way. Feel cheated.Customer service has been just bad in dealing with this and I don't want to use Zwift ever again. E.g. Rouvy in other hand was very clear in communication about trial length, its start and its end.
To be clear, I love the Zwift app but for an app that costs $20/month, they should really have knowledgeable and helpful customer service people. I seriously wonder if they are using AI.I got a brand new Wahoo bike and subscribed to Zwift. I noticed that when I rode under an arc, I couldn't select powerups. I emailed them, got basic try this, try that. Back and forth. It took them a while to respond.Turns out, they were useless so I went into a couple of Zwift forums and discovered through other riders that the powerups are random. You do not select this. Boy, do i feel daft but that's really not the point.The point is that I had multiple back and forth emails with Zwift support and they didn't tell me that you cannot actually select powerups. They told me to reset my bike, contact Wahoo support, try this, and that. I wasted HOURS trying to troubleshoot this.Either they are lazy or Zwift is using AI.Do better, Zwift.
I was viewing the Zwift Ride, checking PayPal credit options when it completed the order. Zwift were fast to reply, explain that shipping is automated. They gave me details for how to return, also returned the shipping fees. Process was as smooth as possible.
The order arrived in two packages, one of which is now missing. Still no response from Zwift, and FedEx doesn't know where my package is.
First off the good: I've been a member about 6 months and really enjoy the variety of rides available. It works really well with my wahoo kickr core which I use with my road bike and I've definitely upped my fitness. The programme has been a bit glitchy on occasion but never during rides just taking a while to load sometimes The Bad: However, now it won't launch at all. I contacted customer services and it has been a PAINFUL back and forward of emails each suggesting various troubleshooting steps, which if they had just phoned me could have gone through in about 20 mins but because it was by email took about 2 weeks. The last email I received said because my laptop only hit the 'minimum' specs that I should expect a sub-optimal performance, and basically inferred there was nothing else they could do. Let's be clear it's not crashing sometimes - it crashes whenever I launch the programme - so it's completely un-usable. It's such a shame as I really like using the product but they genuinely don't seem to care about keeping me as a customer. It's not a cheap monthly subscription so to not invest in proper tech support seems strange.
