Where is my Order / Shipping Updates

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84 comments

  • scott

    so i order on 4/30 \

    it wont ship till 6/7

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  • Donna Bacarti

    I ordered on 4/28 no email with tracking number. No returned calls or emails! Very poor customer service!

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  • Indy03

    I ordered on 3/28 and still haven't even gotten a tracking number. And I got charged for my first payment yesterday.

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  • Indy03

    I ordered on 3/28 and still haven't even gotten a tracking number. And I got charged for my first payment yesterday.

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  • Stripe Customer

    Absolutely horrible customer service! I ordered 4/28, STILL no tracking number, they can’t answer questions and literally have no answers for their customers paying thousands for their product. Not to mention they clearly can’t keep their word about shipping times. I should have stuck with peleton!!!

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  • Donna Bacarti

    Unbelievable! I may be canceling and going to Peleton myself. I am going to give it until the end of May. The issue that I have is there is no disclosure made to the consumer that there are shipping delays. They take our money and we sit and wait with no confirmation that we will ever get what we paid for.

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  • Stripe Customer

    I absolutely agree. I finally asked to speak to a supervisor and he was so incredibly rude I hung up. I have never seen a company give an estimated shipping date and not even give an update or disclaimer after a week. I’m giving it 1 more week then giving my business to Peloton. This company has some serious issues they need to work out and are clearly biting off more than they can chew. 

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  • Wheeler, Brandi

    I ordered an EX3 Red on 4/23 with an estimated shipping date of 5/1 -- not yet shipped and no updates. I'm ready to cancel! 

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  • Jax Scott

    Wow, I wish I had read these comments before now. I might have gone to peloton. I’m having my own challenges and it’s early in my process. I’m hopping that when 5/15 gets here my product will ship. If it doesn’t I’ll may cancel and go to Peloton. Currently, I am not impressed with the customer service. I am a small business owner and I understand being under pressure. If your customer service is lacking your entire business will be impacted. I was hoping to save money going with these guys but I see that saving money created more headaches. I hope they get it figured out and get back to running smoothly.

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  • Carmen

    I have been trying to get in contact with someone at echelon about my ordered placed on 20 April 2020 with no luck at all. I want to cancel my order which I have already been charged for and have yet to get any updates on due to no one contacting after numerous inquiries. I am now seeing that I am not the only one having issues with customer service as well, unfortunately. 

    Again, I need help with cancelling my order immediately. Thank you! 

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  • Lnuckesq

    The status on the main page where you enter your account information has been updated. The EX3 Red (which I ordered on 04/26/20) has been updated to "currently shipping." I still haven't received an Emailed or Texted update with a Tracking Number, but it looks like there's movement (hopefully).

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  • Katie

    What about white EX3?

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  • Samantha Morano

    Ordered April 11th STILL NOTHING.

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  • Lnuckesq

    @Samantha Morano, which model did you order, and what was the “estimated” shipping date for you? Not hearing anything from an April 11 order is making me antsy!

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  • Samantha Morano

    @lnuckesq EX5s! My estimated shipping date was April 30th and crickets! Lol

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  • Lnuckesq

    @Samantha Morano—Wow!! And apparently, your model has been “currently shipping” for at least a week! I’m trying to hang in there!

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  • Victoriaclaire516

    Can anyone help me cancel!!?? I can’t get in contact with customer service I’ve been trying to cancel my bike order since may 4 with no response at all

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  • Donna Bacarti

    You should open a chat window. That was the only way I was able to “speak” to a real person who told me my bike, which was ordered on 4/28, would ship at the end of May. No definitive date was given.

    I think with all of these same concerns/complaints, the Consumer Protective Agency needs to be involved. This company has received funds from all of us and we have received no products and only false promises.

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  • Victoriaclaire516

    I’ve been waiting on chat for over an hour now! I don’t even want the bike anymore! Lol and at check out I paid through pay pal so I can’t even dispute the charge

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  • Victoriaclaire516

    @donna I am surprised you even got through on the chat window!!!🙄

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  • Lnuckesq

    I called on 05/03, held for about 15 minutes and actually spoke to a voice. I wanted to make sure that my order wasn't pushed to the next category of shipment dates. He advised me that all of the EX3 bikes ordered for the 05/01 shipment date were in, but that they're dealing with 600 bikes, so it's taking extra time to scan them for pick up to go out for delivery. That satisfied me for a week, and I do see that the status has been changed to "currently shipping", but with no Email or Text update and seeing that there are people who have ordered even earlier than I did, I'm fighting the urge to call again.

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  • Victoriaclaire516

    Ugh!!! I am so frustrated I just want to cancel and be done lol

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  • Donna Bacarti

    I got into a chat like really early in the morning😁 this is extremely frustrating for all of us! And I love that no one from the company is reading our comments and responding! Or maybe they are reading them and ignoring them like they are with our orders!

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  • Charlene Meertins

    Bike ordered on 04/29/20, no updates on delivery status. I called and chatted 4 times and it got me no where. Was on hold 3 different times for 15+ minutes and got disconnected each time. Got a voicemail saying leave a name, email and phone # and someone will call me back. But it doesnt let you leave a message longer than 10 seconds!! The rep in the chat told me "we are at the mercy of Fedex" and there is nothing they can do!!! This is an awful customer service experience!!

    If I ever get my bike, I hope its worth this stress and headache! But If I dont hear something soon, I will just cancel. 

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  • Eliaselfy

    I placed my order on 4/24 i purchased more expensive one as it had a ship date of May 1st.. that is a dream.

    I sat on a chat for 30 minutes, tired of reading "we are the mercy of Fed Ex"

    if its already shipped then provide me with a fedex trucking number.. 

    obviously its all a dream that you shipped it.

    very frustrated old man that i need to exercise to survive.. I am not allowed outside.

     

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  • James Pruitt

    Echelon customer service is absolutely absurd.  I placed my order 4/23 and I simply asked for an update about the status via chat.  They say "we're busy leave a message", so I type a message and get an email later from some jerk named "Joey E." who simply says "missed chat" and changes the status of my inquiry to "Solved." HOW IS SAYING MISSED CHAT SOLVING MY INQUIRY!? Where is the answer to my question??? I've repeated this process three times and get the same reply.  I'm giving it a few more days, to at LEAST get a response to my Customer service ticket, and if I get one more "Missed chat" I'm cancelling my order.  

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  • Rickmail13

    This is the WORST customer service I’ve ever seen, and should not be blamed on Covid-19. Employees can still use phones and computers. My pedal just sheared off a MONTH ago, and I all I needed was a replacement pedal and the inter rod. Since I could not get in touch with any via email, chat, or any other means I just paid for a new one instead going through the warranty. You guys sure as hell charged me and took my money, however, I have no update on shipping or any information. Once again horrible customer service, yet I still pay my monthly membership for a bike I can’t use.

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  • Donna Bacarti

    I canceled my order this morning. I made my down payment and have another payment coming soon yet no bike and no indication of when it might be shipped! Bye, Echelon! Hello, Peleton!

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  • James Pruitt

    I actually got my shipping notice / tracking number today, with an estimated delivery of tomorrow 5/14.  (I ordered my bike on 4/23.) I also got a request to rate their customer service... I'm sure you all know my rating.  

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  • Donna Bacarti

    Guess what? After canceling my order today, I got an email from the gal that I was chatting with telling me that my bike is going to be delivered today and even gave me a tracking number. The tracking number also shows a delivery for today! Fingers crossed!

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