Zwift Reviews 228

I am trying to get a refund from Zwift based on the fact that I cancelled within 30 days of my first annual subscription. Have emailed them several times without receiving any response and tried - unsuccessfully - to get anything useful from their chat bot. How do I get the refund I am due?

To be such a big name in the cycling world, the graphics are embarrassingly bad, like playing a very, very old game.

Been trying to return a parcel for 2 weeks. Zwift return portal automatically gives you a FedEx return label, which is great is there was any FedEx drop off points around your area, which there isn’t for me. Emailed customer service 10 days ago and the experience is nothing less than shocking. I only receive a response every 2-3 days and it’s a useless one at that. Somebody finally offered to get FedEx to pick the parcel up, but when I mentioned I’m not home till 4pm, they responded with I can see you’re home till 4pm and book the collection for when I wasn’t at home. Sent me the link to book it myself but you cannot because you need Zwifts company account login which is comical. I’m still left with the return parcel 2 weeks later and the automated, pre typed responses are getting me nowhere. Quick to take your money but don’t help to give back. Much better service with other companies I’m afraid. Would not be recommending.

Hub and program worked fine.

Yearly auto payment after I quit using zwift. I got my money back. Email response after two days.

I had a problem with my controller on my Zwift ride. The support team was super fast in solving my problem.
I'm very happy to get my problem solved in such a uncomplicated and easy way they helped me.
Thumps up and a huge thank you for the support team!

Zwift make some great aids for cyclists in their fight for fitness. The one thing that let's them down is non existence customer service. Purchase with caution if you need help.

I recently purchased the Zwift Ride and Wahoo Kickr Core from Zwift. The hardware is great, but there was an issue with my order on the Wahoo Kickr Core; due to an error on the website the bundle with a 1 year Zwift subscription was listed as out of stock, although the only piece of hardware in the order (the Wahoo Kickr Core) was in stock. I therefore had no option but to just order the Wahoo Kickr Core itself, without the subscription, and I thought I'd simply email customer care about it to resolve quickly and easily.

How wrong I was. It's now been 2 weeks, 6 emails. It seems not a single Customer Support agent actually reads the issue I am complaining about - every single time they've responded with a generic cut and paste answer for something I'm not asking. It is infuriating.

So, to summarise: the Customer Support is absolutely woeful, really one of the worst I've ever experienced. It worries me in the event anything else goes wrong. Had I known, I may have thought twice before purchasing the equipment.

Fantastic. Great bit of kit. No issues at all when power cord needed replaced. And again, no issues when cog needed replaced - sent me a new one (cog v2). Replaced at no fee. Fantastic customer service.

Been using zwift now for 9 months, originally started with the zwift hub one and recently added the zwift ride. In swapping the hub one cog for the new cog v2 the insides had mangled, a common issue it seems with other users reporting the same. The cog was replaced by zwift at no cost. I am still within the included year of subscription, spreading the cost with klarna over 2 years interest free means its cheaper than a gym subscription overall and I am riding 3 or 4 times a week so getting value out of it.

First of all let me start by saying the Zwift ride is an excellent piece of kit. But Zwift customer service is shocking. My Wahoo kicker developed a noise when riding, I scrolled through Zwift website to try and find a contact number to find they don’t have one you have to go through their chat bot. I did this eventually managed to send a email. I got a response after a couple of days asking me to send a video of the noise which I did another 2 days later I got another email saying the video wasn’t good enough can you send another, I get the feeling they don’t believe me which is shocking. Well after 7 days my issue is still not resolved. If I was you I would think very carefully before buying from Zwift.

lamentablemente mi experiencia ha sido bastante decepcionante. Compré un dispositivo nuevo con todo el gasto que implica, y el sistema nunca funcionó. Probé con Bluetooth 4.0, 5.0 y 5.4, además de ANT+, en múltiples plataformas (Windows, Mac, iOS) y utilizando las versiones más recientes, pero Zwift Play o Ride no funcionaron en ningún caso.

Ahora tengo que devolverlo e invertir en una bicicleta que sé que no me fallará. El proceso de devolución ha sido especialmente complicado. Me obligan a llevarlo a un punto de entrega que está a dos horas de mi casa y, además, me cobran 40 € por devolver algo que nunca ha funcionado. Para que quede claro, mi rodillo Elite Direto XT y mi Garmin Fenix 8 funcionan perfectamente, pero los dispositivos de Zwift no.

No creo que sea ni legal cobrar por una devolución cuando el producto es defectuoso e inusable. Realmente quería utilizarlo, pero simplemente no funciona y no me han dado ninguna solución aparte de lo que ya he probado. Es una pena, pero no lo recomiendo en absoluto. Por lo que he visto, muchas personas están teniendo los mismos problemas, lo que hace que esto se sienta como un auténtico fraude.

English:
Unfortunately, my experience has been very disappointing. I purchased a new device with all the associated costs, and the system never worked for me. I tested it with Bluetooth 4.0, 5.0, and 5.4, as well as ANT+, across multiple platforms (Windows, Mac, iOS) using the latest versions, but Zwift Play or Ride didn’t work in any case.

Now, I have to return it and invest in a bike that I know won’t fail me. The return process has been particularly difficult. I’m being forced to take it to a drop-off point that’s two hours from my home, and they’re charging me €40 to return something that has never worked. For context, my Elite Direto XT trainer and Garmin Fenix 8 work perfectly, but Zwift’s devices do not.

I’m not even sure if it’s legal to charge for a return when the product is faulty and unusable. I genuinely wanted to use it, but it just doesn’t work, and no alternative solution has been offered beyond what I’ve already tried. It’s very disappointing, and I cannot recommend it at all. Many others seem to be experiencing the same issues, which makes this feel like an outright scam.

Customer support in Europe is not available.
After infinite Chat bot nonsense replies you can opt to send an e-mail. No reply.

the worst customer care.
Ordered a zwift play and kickr core. No way of contacting anyone. Was in stock when I ordered, but no updates since. they had no problem taking my 500 euro, yet when I try and contact them it's impossible. can anyone help?

Ordered a Kickr Core and Play bundle. The Kickr was delivered on time by DPD but the Play controllers are stuck in a Fedex warehouse and it is impossible to contact anyone to help

Got this over Christmas. Really happy with the ride.

My “Zwift Play” controller stopped working properly after 9 months of use, and I was unable to get the devices to work properly after consulting with Zwift support. Zwift support acknowledged that it was a hardware fault, but did not offer to replace them!! ☹️.
The Zwift support function is extremely difficult to use, and initially you only receive AI-generated answers. You cannot send an email directly to support, but are forced to click through their AI-generated CHAT function before you are given the opportunity to send a message. After that, I sent 4 messages before I got a personal response - the other answers were AI-generated 😒

The Quallitiy is good but 20€ a Month is not worth it. A lower price, especially for. joung people would bring me back to the app. But now im using My Whoosh instead.

Ordered a wahoo kicker core and Zwift play from Zwift,
Both items sent but with separate couriers,
DPD delivered there part on time but FEDEX failed to deliver on the day after waiting in all day.
Why use 2 different delivery company’s for the same order ? Now having to wait until after Christmas for my sons present to be complete after paying over £400 plus delivery for the items which I don’t have.

This company does not have customer service. There is no way of contacting them, so If there’s an issue with your order say goodbye to it unless you’re willing to spend endless days on the phone to companies abroad trying to chase them. Buy from wahoo fitness instead as that’s their distributor in uk.

I go could go back in time I would have never ordered from Zwift. I am not sure how this company is even running with the non existent customer service.

Ordered a spinning bike, Wahoo Kickr from this website. And two other small items. The two small items has been delivered, in two different parcels and no information send prior to the delivery. The 3000 EUR bike arrived with a transport company, but in the delivery note it was mentioned they should have a bike in return. Which is not the case. Due to this they refused to hand over the spinning bike and just left. For 10 days been trying to get in contact with ZWIFT or Wahoo UK. But not successfull. The support site on the internet is just a chatrobot, sending you in a loop. Finally after long time found a way to write a mail to them, after 3 days got the reply they cannot find my order which in itself is insane. No telephone number on the website. Via google found a number for wahoo UK. When calling that number it says the company is closed. The transport company have written to the sender of the bike but get no reply either. Been chasing the transport company every day since the failed delivery, they are not able to do anything when Zwift is not responding.
Next step from my side is to involve police as this is a fraudulent company and reading other reviews here it seems there is a pattern. But doubt very much the police will do anything.
DONT BUY ANY HARDWARE FROM ZWIFT.COM is my advise. I am sad I did not read trustpilot before I wasted 3000 EUR.