Ridwell 17+

Amazing idea + perfect customer service

I’m originally from a smaller town in Alabama and now live in Portland, Oregon. There were absolutely zero recycling services where I lived—including very basic ones typically provided by a city. There weren’t any third party companies or organizations that I could pay to come and pick up our recycling. So, I’m simply amazed by Ridwell and the impact that it’s having on our community and planet! I get so excited to fill up my bags and save waste from getting into our landfills. It’s reasonably priced and has EXCELLENT customer service. I had a question about my first box, and they answered my text within minutes. I highly recommend this service to everyone!

Unhappy Service Resolved For Now

I have only used Ridwell about 3 months and so far they have not picked up as scheduled 2 times. So here I sit with all this stuff and the reply is “so sorry, unhappily no one can pick up Until Your next scheduled day”, which is 2 weeks away. I was offered a $4 credit as I will have “excess” in my next pick up. I asked for a credit equal to 1/2 my monthly fee as they did not pick up 1/2 of my stuff. So what is the problem? I have no answers but am quite unhappy with the service.
UPDATE: I canceled my account with Ridwell, but did receive a message that a supervisor had been notified of my complaint. I wrote back that I would reinstate my account if someone came to pick up my stuff. That supervisor personally came to my home and retrieved the items that were missed earlier that day. I was told the driver was elderly and sometimes got confused with addresses. I did reactivate my account, I have empathy for the driver, however the issue has to be fixed going forward as this is a paid for service and I expect service to be performed. I also noted that one more miss will result in permanent cancelation if my account. But the supervisor took control and performed above expectation.

Developer Response ,

Thank you so much for this review - this definitely doesn't sound like the service we are striving to provide, and I'd love to get a bit more information and see how we can make this right. If you could email us at help@ridwell.com and mention you are following up from an App Store review I'll ensure it finds its way to the right folks and get you taken care of!

Great Concept, Execution Needs Work

I love the idea and have been a customer for about a year now. Recycling and reusing items is important to me and I love that there’s a company out there trying to get it done!
Just a few issues with the execution though. A few times I have had my pick ups missed or partially missed (yes, they took some of my bags and forgot to take others), no replacement bags left, charged for a month when my membership was paused while I was away, and then today they actually messaged me about my items being wet when they picked them up!!!! What!!!??? First of all it was raining all day on my pick up day. Secondly, how do I leave items outside and accessible for pick up on a day when it is raining without them getting wet??? Thirdly, the bin for items is barely big enough to fit one bag let alone multiple bags of items so again, how am I supposed to ensure that they are dry if they don’t go in the bin??? If you want items dry and accessible then provide bigger bins that allow for this!!!
Love the concept, but the little oversights and bad customer service are making me reconsider.

Developer Response ,

Thank you so much for your feedback - we are so sorry this happened! If you could send us an email at help@ridwell.com we would love to look into this and make it right for you.