Pooor Customer Service

[lsalter]

Lucid Customer service is the worst. On November 7, 2024, (the first day one could order a Gravity) I ordered a new Gravity (GD13813-52257). Then in late July 2025, I was told while at the Corte Madera Studio, that the car had a batch number and was in the que to be built. On August 4th I received a call from Andrew Burdick (Sales Representative) that a vehicle very similar to the one I ordered was available and would I like it. I said sure. When I called to arrange a delivery date, I was then told that the vehicle wasn’t available, that they had to order a replacement part but would be ready by the end of the week(August 8th) and that Dan Waisbein (Market Leader) would give me a call. On August 16th I e-mailed Andrew that I did not want the vehicle that was supposed to be available on August 4th that really wasn’t available and still wasn’t available and to re-instate my original order with the modification for the Dream Drive 2 Pro.. He responded that he was off until August 21st but Dan would handle the paper work. Today, I texted Andrew and asked what was up. He responded that Dan would give me a call.. When Dan called, he indicated that I could take delivery of the vehicle that was said to be available Aucust 4th but it would be at least three more weeks or would have to cancel my order, receive my $1,000 deposit made in November of 2024 and go on line and create a new order and be at the bottom of the list for the Vehicle, I ordered on November 7, 2024. He indicated it would be four or five months for delivery. If that is the way Lucid runs their business, I’m inclined to purchase another brand of electric vehicle.

 

[JeffSter]

Lucid Customer service is the worst. On November 7, 2024, (the first day one could order a Gravity) I ordered a new Gravity (GD13813-52257). Then in late July 2025, I was told while at the Corte Madera Studio, that the car had a batch number and was in the que to be built. On August 4th I received a call from Andrew Burdick (Sales Representative) that a vehicle very similar to the one I ordered was available and would I like it. I said sure. When I called to arrange a delivery date, I was then told that the vehicle wasn’t available, that they had to order a replacement part but would be ready by the end of the week(August 8th) and that Dan Waisbein (Market Leader) would give me a call. On August 16th I e-mailed Andrew that I did not want the vehicle that was supposed to be available on August 4th that really wasn’t available and still wasn’t available and to re-instate my original order with the modification for the Dream Drive 2 Pro.. He responded that he was off until August 21st but Dan would handle the paper work. Today, I texted Andrew and asked what was up. He responded that Dan would give me a call.. When Dan called, he indicated that I could take delivery of the vehicle that was said to be available Aucust 4th but it would be at least three more weeks or would have to cancel my order, receive my $1,000 deposit made in November of 2024 and go on line and create a new order and be at the bottom of the list for the Vehicle, I ordered on November 7, 2024. He indicated it would be four or five months for delivery. If that is the way Lucid runs their business, I’m inclined to purchase another brand of electric vehicle.

I have been working with Andrew for months now and have never had any issues. Everything he has told me so far in process has lined up. I am expecting to pick up my GDE on 9/30 and will update once this has happened. So glad that Lucid appears to have stabilized the key card/fob issues… onward to new Car Play and maybe even Apple PaaK.

 

[Dank]

Same experience as you with never an issue

 

[Ron_Burgundy]

Sorry you’re having/had this issue. I’ve had a great experience with my SA and in service.

SAs make the difference, it appears. Some are proactive or, at least responsive. Others are just collecting and being assigned orders.

 

[lsalter]

I have been working with Andrew for months now and have never had any issues. Everything he has told me so far in process has lined up. I am expecting to pick up my GDE on 9/30 and will update once this has happened. So glad that Lucid appears to have stabilized the key card/fob issues… onward to new Car Play and maybe even Apple PaaK.

I did not intend in my comments to disparage Andrew. He was wonderful to work with throughout the months that I waited for my Lucid gravity. It was his team leader, Dan that gave me false information and then ended up telling me I had to cancel my order and start all over and wait for four or five months to get a car. I have since looked at other vehicles And intend to purchase a different brand. Would’ve much preferred to have the gravity, but I would never order it where the team leader in Corte Madera was involved.

 

[JoeSchmo]

The number of SAs or team leads that ARENT DOING their job, is incredible. I get pains in growing a company, and bad actors (i mean we hear about bad apples in public service all the time, especially in public roles, amirite?) but we draw the line, when it is egregious, and right now it seems that the "standard" is: If you are requesting what is normally acceptable with the vast amount of companies your product segment and your not acting like a karen, you should be able to atleast expect an acceptable level of service.


Monthly updates to a potential customer with a reservation, doesnt to seem to be asking to much, when you request and process $1k from them. Not hold, to make sure funds are available. But actually take the money and then offer very little in return while waiting, sometimes for many many months.

Many of us, may have heard the news of a prominent YT'r that cancelled one of his two reservations after 5 YEARS of waiting for a roadster. Then he had to fight to get his money back that was legally obligated to him as a refund in the event he cancelled. Another prominent company now owes its customers over 1.5billion to cover its policies for cancellation workflow.

If we dont stand for what we require, we will get ran over, no matter how much we believe in the goals of the company or how much we like the product. We all have minimal acceptable levels or service, quality, and communication. Since this isnt a product you can purchase and never interact with Lucid again, its time we let it be known what we require of our SAs and the entire team at the Service Center. Not beyond reasonable, but not less than we deserve either.

Knowing the status of our reservations in a consistent time period, is mine.

Note: when recently attempting to make a complaint, due to poor (read: rude and dismissive) interactions with SA, i was told straight out that Lucid has no complaint process.
How sad!

 

[borski]

The number of SAs or team leads that ARENT DOING their job, is incredible. I get pains in growing a company, and bad actors (i mean we hear about bad apples in public service all the time, especially in public roles, amirite?) but we draw the line, when it is egregious, and right now it seems that the "standard" is: If you are requesting what is normally acceptable with the vast amount of companies your product segment and your not acting like a karen, you should be able to atleast expect an acceptable level of service.


Monthly updates to a potential customer with a reservation, doesnt to seem to be asking to much, when you request and process $1k from them. Not hold, to make sure funds are available. But actually take the money and then offer very little in return while waiting, sometimes for many many months.

Many of us, may have heard the news of a prominent YT'r that cancelled one of his two reservations after 5 YEARS of waiting for a roadster. Then he had to fight to get his money back that was legally obligated to him as a refund in the event he cancelled. Another prominent company now owes its customers over 1.5billion to cover its policies for cancellation workflow.

If we dont stand for what we require, we will get ran over, no matter how much we believe in the goals of the company or how much we like the product. We all have minimal acceptable levels or service, quality, and communication. Since this isnt a product you can purchase and never interact with Lucid again, its time we let it be known what we require of our SAs and the entire team at the Service Center. Not beyond reasonable, but not less than we deserve either.

Knowing the status of our reservations in a consistent time period, is mine.

Note: when recently attempting to make a complaint, due to poor (read: rude and dismissive) interactions with SA, i was told straight out that Lucid has no complaint process.
How sad!

Uh, there is always a “complaint process,” because you can talk to their supervisor.

Also, what exactly do you want them to tell you? “It isn’t ready yet”? Cool. They don’t have an ETA to give you; they literally don’t know.

But okay.

 

[JoeSchmo]

Uh, there is always a “complaint process,” because you can talk to their supervisor.

Also, what exactly do you want them to tell you? “It isn’t ready yet”? Cool. They don’t have an ETA to give you; they literally don’t know.

But okay.

For a mod you’re pretty salty yourself.

Then again since you were with me talking to the SA I totally understand why your trying to tell me you know what happened.



Either way, what the process is, doesn’t change the fact of what I was told about it. But again you were there so already know all of this….. right?

 

[socktucker]

The number of SAs or team leads that ARENT DOING their job, is incredible. I get pains in growing a company, and bad actors (i mean we hear about bad apples in public service all the time, especially in public roles, amirite?) but we draw the line, when it is egregious, and right now it seems that the "standard" is: If you are requesting what is normally acceptable with the vast amount of companies your product segment and your not acting like a karen, you should be able to atleast expect an acceptable level of service.


Monthly updates to a potential customer with a reservation, doesnt to seem to be asking to much, when you request and process $1k from them. Not hold, to make sure funds are available. But actually take the money and then offer very little in return while waiting, sometimes for many many months.

Many of us, may have heard the news of a prominent YT'r that cancelled one of his two reservations after 5 YEARS of waiting for a roadster. Then he had to fight to get his money back that was legally obligated to him as a refund in the event he cancelled. Another prominent company now owes its customers over 1.5billion to cover its policies for cancellation workflow.

If we dont stand for what we require, we will get ran over, no matter how much we believe in the goals of the company or how much we like the product. We all have minimal acceptable levels or service, quality, and communication. Since this isnt a product you can purchase and never interact with Lucid again, its time we let it be known what we require of our SAs and the entire team at the Service Center. Not beyond reasonable, but not less than we deserve either.

Knowing the status of our reservations in a consistent time period, is mine.

Note: when recently attempting to make a complaint, due to poor (read: rude and dismissive) interactions with SA, i was told straight out that Lucid has no complaint process.
How sad!

 

[L-Dude]

So I guess I agree to a point. I ordered my Air. My SA was great. He wasn't proactive "Hi just calling to let you know your car isn't ready...", but I got immediate response to every inquiry I made. Even now, three months after the sale, my SA is happy to help me with the GIGANTIC problem I am having with the registration people at Lucid (I am getting stonewalled and can't drive the AGT I own). My sales experience with Lucid was one of the better car sales experiences I have had. YMMV.

 

[socktucker]

For a mod you’re pretty salty yourself

lol plz go to Reddit if you want salt. These mods are nice here

 

[MACOSTEON]

Lucid Customer service is the worst. On November 7, 2024, (the first day one could order a Gravity) I ordered a new Gravity (GD13813-52257). Then in late July 2025, I was told while at the Corte Madera Studio, that the car had a batch number and was in the que to be built. On August 4th I received a call from Andrew Burdick (Sales Representative) that a vehicle very similar to the one I ordered was available and would I like it. I said sure. When I called to arrange a delivery date, I was then told that the vehicle wasn’t available, that they had to order a replacement part but would be ready by the end of the week(August 8th) and that Dan Waisbein (Market Leader) would give me a call. On August 16th I e-mailed Andrew that I did not want the vehicle that was supposed to be available on August 4th that really wasn’t available and still wasn’t available and to re-instate my original order with the modification for the Dream Drive 2 Pro.. He responded that he was off until August 21st but Dan would handle the paper work. Today, I texted Andrew and asked what was up. He responded that Dan would give me a call.. When Dan called, he indicated that I could take delivery of the vehicle that was said to be available Aucust 4th but it would be at least three more weeks or would have to cancel my order, receive my $1,000 deposit made in November of 2024 and go on line and create a new order and be at the bottom of the list for the Vehicle, I ordered on November 7, 2024. He indicated it would be four or five months for delivery. If that is the way Lucid runs their business, I’m inclined to purchase another brand of electric vehicle.

 

[MACOSTEON]

That means you should hopefully still get $7500 off any lease… if that’s any consolation.

 

[L-Dude]

Uh, there is always a “complaint process,” because you can talk to their supervisor.

Okay, but I escalated my issue and got bounced back to the unresponsive guy, who became very hostile and made things worse.

 

[borski]

For a mod you’re pretty salty yourself.

Then again since you were with me talking to the SA I totally understand why your trying to tell me you know what happened.



Either way, what the process is, doesn’t change the fact of what I was told about it. But again you were there so already know all of this….. right?

I’m… not salty? I have nothing against you at all.

I was asking, literally, what it was you wanted them to tell you, when they don’t have any answers. That’s all.

Also, moderators are allowed to have opinions. I’m not saying you can’t have yours.

I wasn’t telling you I know what happened. I literally asked you questions. That’s the precise opposite of telling you I know what happened.

Moreover, I did not say you weren’t told there was no complaint process. I said there is one, and you can talk to their supervisor. I never said you lied.

So, talk to their supervisor? I’m trying to help. If all you want to do is rant, fine, but just state that outright.

Thanks.

 

[borski]

Okay, but I escalated my issue and got bounced back to the unresponsive guy, who became very hostile and made things worse.

That sucks! If it’s the reg issue, I have no idea - I know nothing about their DMV team or whatever, but I’ll also say that the email addresses at Lucid are [email protected], and there are plenty of people to escalate to whose names you know.

I agree it isn’t ideal. But that’s different from “there’s nobody to complain to.”

 

[JoeSchmo]

If it wasnt clear, i have reached out via other means to management about my concerns. My comments werent related to what the process is, but rather commenting on what i was told. This was to echo the fact that this does happen, and further commenting on my experience.

its my thought that discussing poor experiences here, will allow us to call out those that dont focus on their role as intended by the company, and thus can help make sure others that follow on after us in looking at Lucid to purchase a vehicle will hopefully have as good as or better experience.

There are many gov agencies that have complaint process that dont do anything to address the complaint. Additionally this can be pervasive in the corp world as well. Its just the world we live in. Burying our heads in the sand about it happening wont change it.

if we are invested in the brand and the car, and i would imagine if your on this site you are, I would think you would be invested in this process as well, right?

 

[Leftlane]

So I guess I agree to a point. I ordered my Air. My SA was great. He wasn't proactive "Hi just calling to let you know your car isn't ready...", but I got immediate response to every inquiry I made. Even now, three months after the sale, my SA is happy to help me with the GIGANTIC problem I am having with the registration people at Lucid (I am getting stonewalled and can't drive the AGT I own). My sales experience with Lucid was one of the better car sales experiences I have had. YMMV.

I would think handling the registration so you can actually drive your car would be an important part of the sales experience.

 

[borski]

If it wasnt clear, i have reached out via other means to management about my concerns. My comments werent related to what the process is, but rather commenting on what i was told. This was to echo the fact that this does happen, and further commenting on my experience.

its my thought that discussing poor experiences here, will allow us to call out those that dont focus on their role as intended by the company, and thus can help make sure others that follow on after us in looking at Lucid to purchase a vehicle will hopefully have as good as or better experience.

There are many gov agencies that have complaint process that dont do anything to address the complaint. Additionally this can be pervasive in the corp world as well. Its just the world we live in. Burying our heads in the sand about it happening wont change it.

if we are invested in the brand and the car, and i would imagine if your on this site you are, I would think you would be invested in this process as well, right?

I shouldn’t have responded the way I did; it came off dismissive and that wasn’t how I meant it. I’ve been battling some personal things (family, illnesses, deaths, etc.) over the past few weeks and I’m afraid it came out on the forum a few times over the last few days / week.

You all don’t deserve that, and for that, I’m sorry.

Please read what I wrote with what was my intent, and not how it came off. Dismissive is never my intent, but I agree that’s how some of my recent comments have read.

I will strive to do better.

I’m sorry.

 

[L-Dude]

I would think handling the registration so you can actually drive your car would be an important part of the sales experience.

Normally yes, but the registration function is so far removed from the sales process that I find it difficult to lump them together. But you are right, it is an important part of the sales process.