Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/19/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Equipment purchased for my vehicle was sent to the wrong address of my 85 year old in laws 500 miles away. 2 large packages have been on their doorstep for one month without resolution of picking them up and delivering to proper address for me. Have been communicating with the company extensively and made to feel I am the problem and this is a huge task. Still no resolution.

  Business Response

  Date: 10/05/2023

  See attached PDF complaint response. Please contact ***************** with any questions.

  This letter is in response to the consumer complaint listed above.
  
  The 9/20/23 letter from the Heart of Illinois BBB is incorrectly addressed to **** ********* at our
  factory in Normal, IL. Please note that all corporate information for Rivian, LLC is current with the
  Office of the Illinois Secretary of State. Please update the contact information for your records:
  
  Principal Address:
  ***** ****** ****
  ******* ** *****
  
  Agent Information:
  ** *********** ******
  *** * ******* *** ***** ***
  ******** ** **********
  
  Rivian’s customer service records indicate Rivian Guide ***** ***** updated Mr. ***********
  vehicle delivery address to ***** *** ***** ***** ******** ** ***** on June 10, 2023 at his
  request. Rivian ships all vehicle accessory orders to the vehicle delivery address on file. The
  equipment referenced in Mr. *********** complaint, cargo crossbars and a rooftop bike mount,
  were shipped to Mr. ********* on August 21, 2023 at the *******, MD address.
  
  On August 25, 2023, Mr. ********* emailed Rivian customer service to notify the team the vehicle
  accessories were shipped to the wrong address, indicating his home address is *** ******* *****
  ********* ** ******
  
  On September 19, 2023, ***** ***** contacted Mr. ********* via text message to inform him the
  Rivian Delivery & Mobile Operations team based in Gaithersburg, MD would be available to pick
  up the vehicle accessories shipped to the *******, MD address. This could only be done with
  coordination and permission between Mr. ********* and the residents of the *******, MD
  address. The pick up of the vehicle accessories did not happen as permission and confirmation of
  location of the vehicle accessories was not received.
  
  On September 28, 2023, a return of the cargo crossbars was initiated by the Rivian customer
  service team at Mr. *********** request. A return shipment label was sent to him via email for
  return of the cross bars.
  
  
  
  Rivian Internal
  It is unclear what additional assistance Mr. ********* is requesting in his complaint. Mr. *********
  is encouraged to contact Customer Engagement Center Site Lead ******* ********* at ****
  **************** if the team can be of further assistance in the return of the vehicle accessories.
  
  Please contact me at ***************** if you have any questions.
  
  Best,
  
  ***** *****, Counsel, Consumer Engagement

  Customer Answer

  Date: 10/06/2023

   I am rejecting this response because:

  As documented in letter it took over 3 weeks until the company accepted responsibility and understood that the packages had been sitting outside the wrong address all this time creating a major in convenience for my 85-year-old in laws.  There were unable to lift them or move them and they remained sitting on the porch. Company did not make any expedited effort to pick up the packages or issue returned labels.  Responses were on timely and unacceptable. Messages received from company were that there were too much of a backlog to deal with this and they were doing the best they can.  Make customer feel as if this was such a heavy lift for them to handle redirecting packages that were paid for.  Company also knew that the address was not where I lived and had my proper address as we had had multiple communications regarding this.