Order Delay and Refund dispute

Orders & Subscription
1

Hello,

I am becoming increasingly concerned about how I can entrust my health data to Whoop when such a basic process—order fulfillment and customer support—has been handled so poorly.

My order has now been stuck in “to be processed” for over two weeks, with no progress whatsoever, despite multiple follow-ups on my end. I have clearly communicated several times that I will not be at this delivery address after this timeframe.

What is most concerning is the inconsistency and inaccuracy in your responses:

  • I have been told to “wait a bit longer”

  • Then told the issue has been “resolved” and I must coordinate directly with the courier
    → despite the fact that no courier details exist because the order has not even been processed

Additionally:

  • I am being told a refund cannot be issued because the order is “in progress”
    → yet it has not moved beyond the very first stage in over two weeks

This leaves me in an unacceptable position:

  • I cannot receive the order

  • I cannot redirect it (no courier assigned)

  • I cannot cancel or get a refund

  • And I cannot purchase an alternative because my funds are still held by you

Am I expected to wait indefinitely—potentially months—for the order to move, and only then attempt delivery before a refund is even considered?

This is not a reasonable or acceptable process.

I am requesting the following, immediately:

  1. Escalation of this case to a senior team member. Email support is ridiculous.

  2. A clear and accurate update on the actual status of my order

  3. Immediate cancellation and refund of this order

Update:

I’ve now been asked again to provide my delivery details, for the fourth time.

For context, I already provided the exact same address:

  • when placing the order

  • via the Typeform they sent 2–3 days later

  • again by email when they requested it

And now they’re asking for it again.

On top of that, they’ve said they’ll ship my replacement device once I provide the address. I never ordered a replacement, I paid for ann ordered Whoop bands.

At this point, it’s honestly a joke. The lack of coordination is bad enough, but for a company that handles people’s health data, it’s actually quite concerning.