Zwift Reviews 228

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.

I purchased Zwift ride after a lot of consideration and eventually decided to treat myself. Since receiving and setting it up at the weekend I have basically spent all my time trying to fix a connection issue. The Kickrcore does not properly connect to Zwift or the Wahoo fitness app. The blue light is slowly flashing offering up a connection, it is shown to be connected but it does not work properly. I have tried the “spin down”, but due to connection issues this has not worked. The avatar on Zwift moves slowly. I have tried turning off every blue tooth advice around, still no luck. I have contacted Zwift customer support, they tell me the issue is a Bluetooth disconnection caused by a tablet that I do not even own and is no where near it! The issue is likely hardware as I have exhausted all trouble shooting advice. Customer services take days to get back to you. I have a very expensive piece of kit taking up room in my house that is useless.

Please contact me to resolve.

Got the Zwift bike and Kickr One last week. It was straight forward to assemble, but took a bit of time to figure out where to find the instructions (I recommend checking the video). So far, so good. What I do not like is the subscription that goes with it...But I can use it with some other free apps.

Bad quality, poor customer service

I’ve been a Zwift subscriber for over a year and generally enjoyed the platform — until I contacted their support about a long-standing topic on their forums.

The whole exchange was polite but completely unhelpful. Zwift’s replies systematically avoided answering my question, and eventually concluded that customer support was “not in a position to discuss business decisions.”

After more than two years of user requests, this kind of evasive response shows a real lack of transparency and consideration for paying users.

Zwift remains a strong platform technically, but its customer service and communication culture are far below what one would expect from a leading brand in endurance sports and a monthly fee of 20€.

Bought a Zwift Ride Frame in October 2024 it hasnt been used a great deal the hardware doesnt work I contacted support 48 hours on and no solution offered this is expensive kit great when it works but if it only lasts 12 months then certainly not worth it!!!!

I got a Zwift bike and it started to creak shortly after using it. I contacted the customer service and all the solutions they provided resulted with me spending more and more of my time to fix the issue. I asked them to send someone to fix the problem or replace the frame but they said they can not do that and I should deal it with myself. Spend days of my time and only got compensated by 2 months of free sub.

I have been using Zwift for a couple of years now.
This is a great way to get in a good workout without dodging traffic, and riding on terrible roads.
There is always a lot of riders on Zwift, usually 6,000 plus, so you will have plenty of riders to ride with.
I especially like the races and the mountains, also the robopacers are great.
Another thing is that you can ride anytime of the day.
Many good features about Zwift.
I plan to stick with Zwift.

As soon as one full year is payed fore., App is unresponsive.
Can login, but not pair devices.
Hate this bu..

I've been using Zwift since 2015. Prior to that, indoor workouts were DVDs and dumb trainers that you manually changed the resistance on, and they were a drag. The short version of this review is that Zwift is a robust community where you can find everything from structured workouts and racing, to short and long (100 mile) group rides where folks motivate each other to do their best. The software works with a vast array of devices and makes it easy to get your miles in without having to gear up and head outdoors--or to prepare for your rides outdoors.

I have used Zwift for about 2 years, and during that time have had issues with 3 items; Zwift Hub trainer, Zwift Click gear shifter, and Zwift Play Controllers. You would think this would lead to a bad review, especially since I have read many terrible reviews about customer service.
BUT NO!! In each instance, customer service has been amazing, and has resulted in new FOC replacements being delivered to me within days of my initial contact!
As an example, two days ago I contacted Zwift customer service to explain a problem with the play controllers. They responded within a few minutes (yes, minutes!), asked me to try a restart protocol. I let them know a few minutes later that it didn't work, and received a reply 5 minutes later requesting a 30-second video showing the issue. I sent this, and within half an hour had a response asking for my shipping address so they could send a replacement, which is arriving today!
This is exemplary service by any standard. I can only assume that they have had issues in the past, in which case, kudos to Zwift for turning them around so drastically.

Update… since writing this review I’ve had a partial refund and prompt response from customer service team. 1* ~ 3*

Really poor customer service. No notice given on subscription renewals and flat out refusal of refund even tho I had emailed before £170 left my account.

First of all, this is an excellent platform, and I am unable to fault its variety of rides and training. On the negative side, it's quite expensive, and my main problem is the customer service regarding reporting rides that are not recorded. Normally, I wouldn't have bothered; however, this was an over 100k ride. Luckily, I had the photographic proof. I haven't heard back from them, and this was reported back in December 2024.
So come on Zwift, sort it out!!
P.S. Not an internet problem.

This company gets a lot of negative reviews due to their customer support Ai system. I want to take a moment to explain myself. It was one of the most painful experiences to have to talk sense to a bot. I accidentally deactivated my account permanently. (Do not ask why or how) I wanted to immediately reactivate it as I love riding with this technology and interface.

After countless efforts to get to a real representative, Alejandra reached out to me via Email and investigated the situation. This took a few hours.
After recognizing the issue at hand, I had to admit that I was at fault for the problem. I explained the amount that I had paid for the membership up front annually about a month or so ago and how deeply saddened I would be to end my experience with the company. Zero expectations may I add. I found myself last minute inquiring some kind of credit for the loss I had experienced. No questions asked, my inbox notified me that there was an email containing a a full credited year if zwifting. Alejandra walked with me through the experience every step of the way and did not leave me empty handed. This kind of support speaks loudly and reflects the character behind the brand.

Do not let these negative reviews lead you astray. Some things take time. Lesson learned. Be persistent and be patient. That's how business should work. I stand behind them 100% and will continue to speak positively about there brand regardless of the issues. It's about how you resolve the problems.

Thank you for this, Alejandra!

Go Zwift!

Terrible brand experience.

Zwift have upped its membership prices once they get you on the hook. Have a load of redundant kit now!
Don't buy!

We purchased a Zwift One Hub with a digital shifter in October of 2023. Our boys are on the competitive mountain bike team, and we were looking for a way for them to train year round. 4 of us use the hub regularly. My son has a free teen membership, and I use the free Mywoosh platform, so we pay $400/year plus the cost of the hub and digital shifter. The machine started making a popping/grinding noise a couple of weeks ago. We took a video and sent it to the company. We just received an email from the company saying the device is faulty, but it is no longer under warranty, and they are unable/unwilling to help us. They suggested we take the machine apart and try to fix it ourselves or purchase a new machine.
I am very disappointed. The digital shifter has also been a problem since the beginning. We are on our second shifter, and it still only works occasionally. For the amount of money we have spent, it would be nice to have a product that we can use. One of the most frustrating parts of this whole thing is that because we bought the Hub One, we can only use the digital shifting on the Zwift Platform.
I would caution anyone planning to purchase the Hub One.

The low end indoor bicycle smart trainers such as Wahoo Kickr and JetBlack Victory come with a Zwift hub and a free trial of Zwift and cost $400 to $500 plus shipping. The Zwift set up and running can be overwhelming to someone who did not grow up with such programs or is not computer savvy. And of course they do not provide a telephone number to help you. You can return the trainers within 30 days if you pay the shipping, but let that slip and you are out of luck. You have just bought a $400 or $500 paperweight. For younger bike riders this is probably not an issue.

Last year I bought a lot of equipment for my turbo trainer. In that, I was given one years subscription to Zwift. I was unaware that this also came with an auto renew. I had not used my Zwift in months due to a problem with sciatica. Once they had taken the £179 subscription I immediately informed them that this auto renew was not required 1 day after the payment was pending from my account.
A few emails later and not even the decency to acknowledge my email. I am part of a large cycling group that will all be cancelling our continued membership.
Disgusting customer service.
Please note, this auto renew will not show up in your apple subscriptions!

Please be careful when you are using a 30 day free trial then you wanna get a refund.

1) there was no direct customer contact number to talk
2) Zwift will not pay back for you not unless you check your account by yourself- for my case, it is not user friendly, and hard to reach them, answer is not prompt and clear.

Zwift inadvertently forgotten (or I don't know) to pay me back, it took 2 and half months to get it back after 10 emails.
Luckily I checked my bank account!!
Luckily Zwift gave me a refund!!

Overall, my experience with Zwift for customer service was one star. How to handle this issue, and how slow the process was, most importantly not even made an apology for its fault.

Plus, Zwift's not price worthy, I will be back to the free ones. they are pretty good and exactly the same.