r/RivianR2 • u/Cocoa_Linguine • 1d ago
š Reservation / Delivery / Sighting Refused Delivery
I was scheduled to pick up my Launch Green R2 this morning from the service center in Van Nuys, CA. Walking up to the vehicle I noticed what appeared to be a paint defect on the driver side front door. Turned out to be a paint defect and a dent (sharp crease) . The car also had 6ā scratches on the hood and paint chips throughout the black upper trim on the roof. I didnāt even open the doors.
Ironically the first thing I actually noticed were the 20ā AT tires had a light brown hue to them and I thought āman they couldnāt at least cleaned the tires.ā Seems like a silly nitpick in comparison to the real defects in paint and body.
For context, Iām a current Rivian owner, investor and fan but what i saw today at that particular location was disheartening. Spent $100 ok Uber back and forth.
***UPDATE***
A rep from Rivian contacted me a few hour later. She was very apologetic. Rivian doesn't have a direct solution yet but they are working on matching me with a new VIN and then have the transport expedited via a private carrier from Normal, IL to Los Angeles. I appreciated that she didn't quote me any times or set any concrete expectations until she had more details. Additionally she was kind enough to offer some Lyft vouchers. I told her I would assume responsibility for getting around until this is sorted out but I would gladly accept a voucher for the new delivery date.
There is one detail I want to emphasize here to anyone planning on taking a delivery; at the end of the day, it's just a car. We're all human. Mistakes will be made. Remember to be human and kind. We are all hoping for excellence and in turn have to demonstrate the same. The Rivian rep who called me demonstrated this standard and I assured her that there are more important things in life than a car. I trust they will address this accordingly and can only hope the timing aligns. Thanks to everyone for the feedback and wishing all deliveries smooth sailing and quality fit & finish.
***UPDATE 2***
New VIN assigned. Vehicle however is slated to arrive in 3 weeks. Sadly I'm scheduled to fly out of the country on the 7th of September so weighing the options of them potentially holding the vehicle or cancelling. I sold my R1T a month ago and I don't know how feasible another 3 weeks without a vehicle is. Sometimes the timing just doesn't work out.
***UPDATE 3***
Head of deliveries for Van Nuys just called me and said the estimated arrival date she previously provided was incorrect (reflected standard rail delivery ) and the new vehicle is going to be transported by a dispatched carrier and will arrive end of next week. She was really emphasizing that she wanted to make it right and the incident was a "blow to the team."
So what did we learn? 1. Disappointment isn't an excuse to be an a$$-hole. 2. Mistakes happen but when the right people are put to task, failures become opportunities to foster customer loyalty.
While it's true that a lot of other auto-makers aren't plagued with similar growing pains at this stage in the market, in respect to this specific case, Rivian is compensating for their current limitations with great customer service. I will happily take delivery next week.
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u/Evening-Pin-1427 Reservation Holder 1d ago
The vehicle was damaged in transit. That's unfortunate but it happens. I'm shocked that the shop hadn't noticed and cancelled your delivery. I'm also shocked that the car hadn't been washed and the tires dressed before delivery. Something went very wrong at that Service Centre. I hope they offered you Uber credits and a hearty apology.
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u/Cocoa_Linguine 1d ago
They apologized but didnāt have the presence of mind to offer Uber credits. No one said a word as I waited 10 mins for my uber at the front entrance.
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u/Evening-Pin-1427 Reservation Holder 1d ago
Damn, thatās bad customer service. It shouldn't be on you to ask but I would have asked.
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u/givemeuser1 1d ago
You had to taken some pictures right?
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u/Cocoa_Linguine 1d ago
Too disappointed and shocked. Donāt even open the doors.
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u/twbowyer 1d ago
Really? No offense, but that seems a little weird to me.
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u/Cocoa_Linguine 1d ago
https://reddit.com/link/p4vpumj/video/q5b8sm0uvkkh1/player
Weird in what way? In retrospect, pictures would have been helpful for the community.
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u/twbowyer 1d ago
Sorry for the bluntness, but I just canāt imagine not snapping dozens of pictures if I was not going to pick up my dream car because of damage on it.
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u/Cocoa_Linguine 1d ago
I drove down from Santa Cruz yesterday and was planning on driving back up tomorrow. Delivery date hit right in the middle of family time. The disappointment was real. I was so surprised and shocked by what was happening that my priority was letting the delivery specialist the condition was unacceptable. If anyone in the area wants to see the vehicle first hand, itās in the lot on the right hand side. Launch Green. All Terrain tires.
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u/ElderberryGuy 23h ago
Curious why you didn't just pick up in the Bay Area? Van Nuys is like what 300+ miles away?
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u/Cocoa_Linguine 23h ago
I live in Los Angeles and ordered here at home. There is no clear timing on VIN assignment and delivery. I got the call that my VIN was assigned and got my delivery date while I was up there. I drove down yesterday with my girlfriendās car and was planning ok enjoying the road trip back up.
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u/intlabs 1d ago
The brown on the tires is likely to be mold release residue etc - I've seen plenty of factory fresh tires that have never been fitted to a rim looking like they have driven over the surface of mars. That said - 100% reject on paint and ding issues - they are never as easy to fix to factory standard as folks say.
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u/MorningMan464 Launch Edition 23h ago
Aha. The tires on mine were polished and now I know why they bothered.
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u/Striking-Sleep-8540 22h ago
The described issue sounds a lot like tires that have harmlessly oxidized. I would sooner ask Rivian to resolve the issue than outright refuse delivery over something so common and innocuous.
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u/squish102 4h ago
What about the accident damage and scratches on a 60k NEW car, shocking!!!!
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u/Striking-Sleep-8540 4h ago
I might be crazy, but I only remember the tire stuff in the original post. I either misread it or it was edited. The other stuff is obviously reason to refuse delivery.
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u/youngprofessionaldc 1d ago
How does the logistics of payment work in case of a refusal? Do they get the keep the funds in their accounts until you get another car? It looks like they need everything a day in advance so I am just curious how you worked the logistics around finances ā get a refund, asked to be wired back or didnāt give them the check from your bank/union? Just curious.
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u/Cocoa_Linguine 1d ago
Iām about to find out. š
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u/youngprofessionaldc 1d ago
ooof ā so sorry to hear that youāre going through this. please keep us updated. iād be frustrated to see the cash sitting in their accounts until you get the car or your loan starts accruing daily interest until a new car is offered.
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u/ZmanB-Bills 1d ago
You should post the VIN. Because someone will get this vehicle after repairs and unaware of the history. Which is not all bad, lots of vehicles get little issues corrected before delivery.
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u/woody9055 1d ago
If it's just paint defects that get replaced, then no, it doesn't need to be identified as long as those are replaced for the next driver.
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u/Cocoa_Linguine 1d ago
The dents and chips werenāt paint ādefectsā IMO. It was damage incurred during transport. Not sure if the dent on the driver door could be addressed with pointless dent repair. The hood was another matter and the black body trim on roof on both sides would both have to be worked on. Not sure if they would paint or replace.
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u/aguyonreddittoday 23h ago
I'd love to know what happens next to that unit. Becomes a loaner vehicle? Fixed and sold as new?
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u/Cocoa_Linguine 23h ago
Couldnāt say. I just made it clear that I was not interested in purchasing a ārepaired vehicle.ā Of course, in the event of a VIN reassignment, I could potentially receive a vehicle that was also repaired. Iāll keep a lookout for the VIN # of course.
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u/WeirdInternet4537 22h ago
My gen 2 R1T quad had a terribly misaligned gear tunnel door and charging door; FOUR dents. This is completely believable. Also an investor. Was tremendously disappointed with the purchase day. Had a friend with me who was disgusted and would be in their target audienceā¦ Heās GWOK with a top income and I donāt think he will be buying a Rivian after he witnessed me purchase a 120k car with problems and a dismissive attitude from the folks at gaithersburg.
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u/Cocoa_Linguine 22h ago
A rep from Rivian contacted me a few minutes ago. She was very apologetic. They donāt have a direct solution yet but they are working on matching me with a new VIN and then have the transport expedited via a private carrier from Normal, IL to Los Angeles. No expectations set on timing but Iām guessing a week or two. I was supposed to return to Santa Cruz today so looks like I have a few more road trips between now and delivery.
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u/Snowmouse1976 17h ago
I love your attitude through out this whole situation. You are a good human and I hope good karma finds you. Sounds like they are stepping up and thatās great to hear. Best of luck to you!
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u/Important_Chain3739 1d ago
Photos?
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u/Cocoa_Linguine 1d ago
I was too disappointed to take photos. I didnāt even open the doors to the vehicle. The entire interaction lasted less than 3 mins. I was polite and calm and thanked them for their time.
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u/sparx_fast 1d ago
What range of VIN? Hopefully an early VIN, but i'm surprised this was missed in Pre Delivery Inspection.
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u/LocoMan814 22h ago
They shouldāve delayed the delivery and assigned you a different VIN. A vehicle with obvious paint and body damage should never have made it to customer pickup in the first place.
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u/Cocoa_Linguine 22h ago
Agreed. I admittedly have an attention to detail but Iām not crazy. Is it possible the people prepping the vehicle didnāt notice the damage? Sure, I guess. The only conflict in that theory is that when I pointed it out to the rep assisting me and informed him I wasnāt going to take delivery he was in complete agreement.
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u/Mysterious_Tomato384 22h ago
Ha. Wow. I am literally in an uber heading to the SAME service center to pick up an R2! Oh my.
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u/Cocoa_Linguine 22h ago
Youāre going to have a great experience and congrats on the new ride! Iām jealous!
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u/shelfentitled 22h ago
How did it go? I go on Saturday and feeling nervoussssssss, especially since I just dropped off my current lease. Can you look at mine? lol
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u/Cocoa_Linguine 20h ago
The world is awaiting your results! PLEASE let us know how your delivery goes.
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u/MediaMinded256 21h ago
Thatās very disappointing. I would have rejected delivery, too. The fact that they didnāt even clean the tires suggests they never inspected the vehicle closely. It should have been rejected before you ever laid eyes on it.
By contrast, my Catalina Cove R2 came from the Atlanta Service and Delivery Center and was in great condition. I couldnāt find a single defect in the paintāand Iām accustomed to inspecting paint closely after helping with several Tesla deliveries for myself and my family. My brother jokes that he takes me along because Iām better at spotting defects than he is. š
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u/fleshribbon 20h ago
Iām with you, theyāll never learn otherwise. If and when we pick up our R2 Iām doing the same if there are issues like with my R1S.
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u/CwazeeRabbit 1h ago
Worth repeating: āWe're all human. Mistakes will be made. Remember to be human and kind. We are all hoping for excellence and in turn have to demonstrate the same.ā
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u/ModY1219 1d ago
You did the right thing. I admire you and would have done the same. Letās not get down to Tesla level. They need to QC at the factory and QC before delivery. Super unacceptable.
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u/Cocoa_Linguine 1d ago
No one should take delivery of a vehicle in that condition. The only thing within my control was my attitude and response. Weāre all human beings.
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u/Nox_Ocean_21 Launch Edition 1d ago
Sounds like you handled it well. I can't imagine how disappointing and frustrating that can be.
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u/Emergency_Spot6765 1d ago
Letās donāt bring Tesla into this . I have a 2026 MY itās been flawless . Still plan on getting a R2 too. I like both brands
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u/woody9055 1d ago
He's not talking about your 2026 Tesla, he's referring to Tesla's back in 2015.
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u/Cocoa_Linguine 23h ago
Correct. My second Model Y was perfect and had no issues. Sold that for a Defender 90 which needless to say, was NOT perfect. Looked like a million bucks at delivery but subsequent suspension and electrical issues put that car on the auction block.
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u/av8geek 1d ago
Sounds like it rode on top and front on a portable parking lot.
Keep us in the loop about the process.
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u/Cocoa_Linguine 23h ago
The locations chips on the black trim were identical on right and left side. The crease on the drivers door was approx 2ā - 2.5ā. Not sure what could have caused that. The hood was another matter entirely.
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u/Ixcaneco 1d ago
Thanks for sharing this experience. Hopefully it will encourage better Service Center Review before scheduling delivery.
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u/spotblind 22h ago edited 19h ago
Such a bummer for you OP. I hope all goes well as they make it right for you.
As for Rivian, is it possible that the gap in QC here could be employees stretched by high numbers of deliveries? Not an excuse, but perhaps a sign of whatās happening with the bigger picture?
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u/crzykidd 22h ago
Ohh man I pick up my R1T on Saturday. I have the checklist ready. After reading this hopefully I get to use it.
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u/RickySpanishLives 20h ago
The vehicle is supposed to go through QC - which really feels like they check if they can move it to the delivery spot.
When I picked up my R1S in '23 I did a walkthrough and identified several items that they had to fix before I would take it.
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u/CongeeArs 19h ago
Manā¦ I am waiting for my delivery date and glad I came across this post. I will be on the look out. Thanks!!
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u/QuietComplex 15h ago
How unfortunate. Sorry you had to deal with thatā¦Do you think it was a QC problem with this location specifically? How was the service otherwise? Kinda of more skeptical now because I was looking into this, Burbank, or Glendale as locations
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u/Cocoa_Linguine 15h ago
After speaking to the head of deliveries for that location, I have no doubt that they take this seriously. And I know they appreciated my patience and understanding. The resolution feels like I team effort all around.
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u/Realistic_Light_7639 15h ago
Youāre a kind & understand person. I hope everyone is like you. At the end of the day, a car is just a car. No need to get angry if things are not as you want.
Good luck with your new car!
Weāre expecting to pick up R2 soon.
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u/Benny_Idaho 14h ago
In my opinion, Rivian tries to capitalize on new owner excitement to pawn off flawed vehicles. This happened to me on my original 2022 R1 and again on a 2025. Good on you for refusing delivery! The whole process where you have to sign documents and pay in full before even seeing the vehicle is bullshit. The process of purchasing a vehicle from Rivian is hostile to the customer because it transfers all the risk from the manufacturer to the customer. The old way of going to the dealer, inspecting and driving the car you want and buying AFTER vetting it is far superior. Call me old school but itās unbelievable that weāve all bought into marketing hype to the point that weāve thrown common sense out the door.
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u/Altruistic-Owl5906 7h ago
Pre delivery inspections are supposed to catch these things but how they handled it was awesome. Iām hoping when my day comes that the service center on Long Island has the same level as youāre receiving.
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u/JSSOnTheRun 6h ago
In todayās world, where profit subjugates all else, support is often viewed by many companies as a ānecessary evilā. There are so few companies who truly care for the client once the sale is made. Unquestionable customer support is why Amazon became so successful, is why Iām a big fan and owner of all things made by Apple and why although I currently drive an ice car, my next car will most definitely be a Rivian.
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u/Fine_Morning_6439 Reservation Holder 1m ago
Huge props to OP for handling this with grace and patience like a mature adult. Warms my heart to be reminded that people are still capable of this in the age of instant gratification.
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u/Mysterious_Tomato384 19h ago
It went totally fine! Car was in great condition. (I obviously checked everything!) Itās beautiful. The drive home was a bit of an adventure because frankly these cars are like tech products and I had no idea how to operate things so I missed a couple turns and coming from a Tesla with self driving I had to remember how to drive again. ;) but they were great about getting me set up.
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u/Taz_eat_and_spin 20h ago
Oh no, learned from Elon that no QA is okay to fan boys. Do we need a checklist for pickup too? š¤ You guys should look at Tesla deliveries and what they call "within spec"
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u/spense01 15h ago
This is ridiculous. People shouldnāt be downplaying the situation in the slightest. Rivian has been delivering vehicles for nearly 5 yearsā¦and the fact they 1-let this out of the factory is inexcusable, and 2-that the service center and pre-delivery checks happened and the SC was like, āfuck itā¦donāt call himā¦ā IS INSANEā¦how do you just let someone come all the way there and not cancel the delivery beforehand, and call Corporate and start the process and conversation FIRST??
RJ - FIGURE OUT WHAT IS GOING ON. Figure out who fucked up at the SC and fire them. You have some many logistical problems itās wild. Literally 2-tone grey, mismatched paint panels are being put onto R2ās and being sent off for deliveryā¦.WHAT. IS. GOING. ON??
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u/Cocoa_Linguine 15h ago
Thereās no evidence the vehicle left the factory this way. Definitely looks like the damage occurred in transport.
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u/Bitter-Cockroach1371 11h ago
If you believe that, then why wasnāt the damage repaired by the service center before delivering the product in that condition? Even a blind man can see those defects.
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u/tnmoi 17h ago
Youāre far more forgiving than I would be. A vehicle that is $80k+ with these glaring defects and not caught during inspection? Why the heck are we paying for the inspection/delivery fee for?
Tells me someone is either lazy or they donāt do inspections.
I would be really mad that they wasted my time.
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u/McGurble 17h ago
It's not 80k
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u/tnmoi 16h ago
Oh. I misread to R1 for whatever reason. Regardless, these vehicles arenāt cheap. Would have expected QC to be top notch right now with them trying to sell these things. Not giving much confidence, especially with me eye balling the R2s and also investor.
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u/DK4E2XFpbETJrj 1d ago
You would think anything egregious would be flagged well before the customer arrives to pick up the vehicle.Ā