Callous and Cruel Customer Service
I placed an order for the Hydrow Wave (and accessories) for delivery in the UK. One and a half hours later I emailed to cancel the order as I decided that this product wasn't suitable for my requirements. Support responded to this request in a timely manner, admittedly, however with the caveat that cancellation may not be possible. Curious, considering the confirmation email states it will take between 3-5 business days to dispatch and then an additional 1-2 weeks to receive once dispatched. Surely after one and a half hours has elapsed between placing an online order and requesting cancellation it should be an automatic and easily achieved thing to action. I have since emailed Hydrow for updates regarding the cancellation of my order and I am no longer receiving any form of communication in return. If you call their phone number your only option is to leave a voicemail and hope that someone contacts you back (I am still waiting having left one). I suspect that Hydrow will attempt to push this delivery and make me wait close to 3 weeks before a delivery attempt will be made, in which I will refuse the delivery regardless, and then make me wait days or weeks to issue a refund upon refused delivery. How callous. Why would customer service behave this way? What business strategy would involve intentionally causing this level of stress and nuisance? Why would any customer reading this review in their right mind part with £1500 or more and trust this business to behave in a moral and decent manner? Because to the person reading this - you should not have that expectation given my experience with this company. FYI Hydrow, the one and only response I have received from customer service was from Noemi. In case you decide to do the right thing and reprimand your rogue customer service team and offer some training on how to provide a basic level of acceptable customer service. Shame on Hydrow. Avoid. Avoid. Avoid.