Name of Complainant	Roselina
Date of Complaint	October 11, 2022
Name(s) of companies complained against	Reach
Category of complaint	Health & Beauty
Permanent link of complaint	Right click to copy link
Share your complaint on social media for wider reach

I purchased a Reach Air Bike from Amazon last month and within a month it required repair. Since the warranty period is for one year, I reached out to the Reach Customer Care number that was provided to me at the time of installation (8956212345). I sent a message on 3rd October. Initially they were responsive and informed me that they will arrange a video call with a technician who will first have to confirm the issues. Next day, on 4th October, the video call happened and the technician acknowledged that the bike requires repair and is not in a functioning condition. He informed me that he will confirm the same to the higher team so that they can schedule a technician visit for the repair. This is when things took a bad turn.

I kept waiting for the team to reach out to me but I did not receive any calls about the repair and nobody showed up to repair the bike. I contacted them again on 6th October and they responded with a “He will be there shortly” and then stopped replying. Again, nobody showed up. When I called this number to speak to an executive directly, they informed me that another number (9311492955) would be applicable for bikes purchased from Amazon. So I messaged that number and, as expected, nobody replied. I called this number as well and they weren’t any helpful either. I followed up again on 7th and 8th October on both numbers, the first number conveniently ignored me, while the second number informed me that they cannot entertain my complaint since I’m already in touch with the other number. I told them that I haven’t been receiving any responses from the other number so they might as well take my complaint forward themselves and, as usual, they stopped replying again. The customer care executives on the call ignored me in much more creative ways. Each time I would call them, they would tell me that they will call me back with an update within 30 minutes. After receiving no calls or updates for hours, I’ll call them again. Once again, they will inform me that they’ll get back to me in 30 minutes and then, once again, they will do nothing. This happened about 5 times with both the numbers before I realised that nobody from Reach’s customer care team is actually willing to help the customers. After 8th, I became so frustrated that I decided to take a step back and wait for Reach to take an action themselves. And as expected, until now, I have not received any call or any update from any customer care executive or any technician.

Image Uploaded by Roselina: