This was my second time subscribing to…
This was my second time subscribing to Ridwell. Unfortunately, their customer service has gone downhill since I last used them. Simple questions now can take a week to get a response, and when they do reply, it often doesn't address what I actually asked — other times, there's no response at all. At the end of my subscription, they were supposed to do a final pickup and collect the bin itself. Instead, they treated it like a routine pickup — sending a message saying they came by, found nothing to collect, and would see us at the next pickup — as if the end-of-subscription request had never been logged at all. The bin is still sitting on the property, and now my landlord has to deal with it. My guess is they've grown faster than their support team can keep up with. While I want to support the idea of the service they provide, overall this has been a frustrating experience.
Réponse de Ridwell
Hi there,
Firstly, I want to sincerely thank you for being a Ridwell customer not once, but twice.
Secondly, I'd like to introduce myself. I'm Yasmeen - the head of our Growth team here at Ridwell, and I'm taking your feedback very seriously.
We have indeed experienced tremendous growth since launching our new national product, Ridwell Mail In. It's a really exciting time, because each new member that signs on is helping to divert real waste from landfills, and it all adds up to quite a bit of impact.
But, I'll be the first to underscore that we can't grow at the expense of member experience. Thoughtful, inspiring, and--at the very least--*functional* member experience has always been at the center of our brand promise to you.
Our Member Success team is an especially dedicated group who care deeply about upholding this standard. Some of the folks on the team have been with us for over 7 years, helping countless members over that time period. We care a lot about them, and they care a lot about you.
Over the past few weeks, we've experimented with some growth efforts that inadvertantly caused an increase in Member Success team tickets, and as a result that team fell behind on responses.
Over the past two weeks, we rallied an internal taskforce to rectify the issue and I've temporarily slowed growth efforts to ensure that we can give every new member a fantastic experience. I'm proud to report that our hardworking team is back on track towards our typical ~24-48 hour response time.
Thank you again for your thoughtful feedback, and I'd be happy to speak with you personally should you have anything else you'd like to share.
And thank you, thank you, thank you for being a valued part of this community during your time with us.
-Yasmeen @ Ridwell
