Shame to write this as I love my device but Whoop globally have the single worst ordering experience and customer service experience Ive ever experienced.
I ordered 2 new straps for my new Whoop after referring someone into their highest tier package - Whoop Life, and kindly received a $70 discount code.
I used this in August to order 2 new straps, including a “Whoop Your Way” custom band, and yet to receive it, now 25th November, after contacting support 3 times for updates.
They have now refunded $47.94 into my account for a $100 strap, and as part of a $180 order, so not only am I not receiving the band, they have taken almost the entire referral bonus off of me with not delivering thr band.
Ive referred over 10 people to Whoop, but will seriously not be referring another single person as their lack ot customer service, customer experience, or customer empathy shows that none of them use their own product (and understand the need for new straps), have advised after returning “If you’d still like to receive a WHOOP Your Way band, you’re welcome to place a new order anytime through the WHOOP Shop.” So I would be out of pocket with no discount, and I dont believe any of the CS agents have EVER worked in customer service.
From a globally known brand, this shows that today, no one cares about CX.
Shocking experience and now looking into Kotech and Hume, as I hate the lack of service with Whoop (after 4+ years as a customer)
I’m really sorry to hear about the trouble you’ve had with this order — that’s definitely not the experience we want anyone to have with WHOOP. I can see that your case is still open and that a member of our Membership Services team was working on it just yesterday. Please keep an eye out for an email from them soon with an update.
Apologies again for the delay while we get this sorted — we appreciate your patience.
I feel.the same, whoop has caused me to think that u can get worst anywhere no matter what.
I reffered a friend and upgraded to whoop 5.0 resently got a coreknit band which strated fraying within a month.
After rasing a complaint i asked a simple query to kmow if i can get supercoreknit whilst a replacement is being sent . Ready to pay the delta amount assuming shipping will be covered a spart of replacement which the company anyways has to do.
Now, instead of reapecting customer choice or query, whoop team decides to make.a decision to refund an amount which is lower that what i paid initailly to get this band without even taking a consent.
Horrrible response by customer service and hights of paying tactics to let the constomer pay the price for the new band as well as shipping esp for product which keeps growing in amount but degrading in quality.
Not sure who are being asked to handle the CX for Whoop India definetly bad management
Wont reco to anyone now , now matter how ur device is ,a better CX always grabs good attention. Not for sure what whoop tactics are born from.
This case was closed before you emailed me yesterday with a partial refund, and no band being delivered with a link in the email for me to completely place a new order for exactly what WAS NOT delivered - why would I repay, after having my referral bonus taken off of me, for an item that cannot be delivered the 1st time - why would it successfully be delivered 2nd time, and not the 1st time - makes zero sense.
I would guess that no one in the entire Whoop global customer service team has any experience in CS or CX and that there are no standard operating procedures or worlflows to rectifying ANY issues from customers. I know another 10+ people who have had multiple issues over the past 2+ years, and I’m genuinely yet to meet anyone who has had a customer service query rectified at all, and none have been treated like valued customers or respected human beings.
Seriously is the worse CS experiences (yes, more than one), that I’ve ever endured.
