Lucid Cancelled my Air GT Reservation

[UKLucid]

I just wanted to share my experience of reserving a Lucid Air and having the reservation abruptly cancelled with no apology and no further communications. I don't think this is a great example of customer service and find it amazing that Lucid still thinks I'm going to want to buy a car from them in future.

On 8 November 2021 - three-and-a-half years ago - I paid my $1000 to reserve a high-spec Lucid Air Grand Touring (ID: AIR-21N3520773). Nothing unusual in that - except that this was for UK delivery, the company having just announced that it was going to produce cars for the 40% of the world that drives on the left (which includes the UK, Ireland, Australia, New Zealand, Japan, much of Africa and the world's most populous nation, India).

I had some initial discussions with Lucid Europe about this, and was able to sit in a car in the Boston (USA) showroom, and was even offered a test drive. So far, so good. Sadly, over time, the communications from Lucid dropped off. I read the occasional review of the car in the UK press, and noted its presence at the Goodwood Festival of Speed in 2022, together with the then Lucid CEO, Peter Rawlinson (a fellow "Brit").

At the same time, there were occasional rumours that a right-hand-drive "Air" wouldn't happen as apparently a high-tech engineering-driven company like Lucid was incapable of shifting the wheel from one side to the other. I asked Lucid Europe about this on several occasions, but (when they could be bothered to respond - which was seldom) they insisted that a RHD car was coming and that I shouldn't cancel my deposit.

Then, on 7 May I got a curt e-mail from Lucid cancelling my order:-

Thank you for your support of Lucid and for placing your reservation deposit for a right-hand drive UK spec model of the Lucid Air. Unfortunately, we are writing to inform you that the decision has been made not to move forward with a right-hand drive model, therefore we will be refunding your deposit in full to the credit card used during the reservation process. You can expect the refund to be processed within the next 2 weeks.

We understand this may be disappointing news, and we appreciate your understanding. If you have any questions or concerns, or if you need to provide updated bank details for your refund, please contact the Lucid Customer Team using the details below.

We do plan to offer right-hand drive versions of future products. We will be sure to keep you informed as those plans take shape.

No apology, notice. And what about the interest on my money which they've presumably had sitting in a bank account somewhere? No goodwill, and yet they seem to think that I'll still want to order a "future product" from them.

Anyway, not having received my refund I duly contacted the "Lucid Customer Team" to enquire, but got no response. I followed up by e-mail three times. Nothing. I sent at two further messages via the website feedback form. Nothing. I then filed a "dispute" using their feedback form and received an automated confirmation say that "we typically reply within 72 hours of receiving your request". That was on 21 May. It's now three weeks later, and still nothing.

Yes, I did end up getting my $1000 (GB £770) deposit back, but no interest had been added.

Now, I can entirely understand why the company might need to take this kind of decision - though why an engineering-lead company like Lucid is incapable of producing a RHD car escapes me. Tesla did it - I was one of the very first, "Signature" reservation holders for the Model S in the UK; Porsche do it - I test drove the Taycan GTS recently; Mercedes do it... In fact, the UK is arguably the strongest market for premium EVs in Europe (unlike Germany, we don't have much of domestic car industry left, so we're an easier entry point for foreign cars).

Surely, Lucid could have handled this better?!!

 

[Rogue]

Not sure what you want. Deposits mention being refundable with no mention of interest. The email was brief and to the point to let you know what was happening.

While you may be upset about not getting a Lucid Air GT (I would be too), the terms and agreement are certainly made plain when depositing.

What's interest anyways? A couple pennies? Is it even worth the hassle?

 

[HC_79]

They sent you an email explaining the situation quite clearly, they refunded the money. You got exactly why you should have gotten. Expect interest paid? C'mon! Good luck finding any company that will pay you interest on deposits given to them upon refund (If they will refund at all)

You're speculating that don't know how to engineer a RHD vehicle? lol. What's not to say there simply wasn't enough demand in that market for extremely high priced Lucids It's not just the cost of the vehicle they need to factor in, they need to build showrooms, service network, employee staff etc. Rumors are Lucid will be going into the UK within the next 18 months which would coincide with when the mid-market model launched so I can imagine it was more about sales volume vs being incapable of producing a RHD car.

 

[msaunders9430]

The email seems acceptable to me.

"Unfortunately, we are writing to inform you ...".
"We understand this may be disappointing news, and we appreciate your understanding".
Both sentences are close enough to an apology, unless you wanted them to literally say "We apologize...".
Why apologize for a business decision that a customer may not like? Not gonna happen.

Interest on a refundable deposit? Never mentioned in information provided by Lucid for any deposits.

They decided to not move forward with a RHD model.
Your disappointment doesn't mean they are unable to produce a RHD model.

I understand the disappointment.
It's now three and half years later; time to move on.
If you like the brand, seems like there's chance in the future to experience a Lucid.

 

[UKLucid]

Come on guys! I patiently sat around for nearly four years, during which time they repeatedly assured me they’d honour my reservation. Then they pulled the plug and didn’t even have the decency to say “sorry”.

They failed to respond to any messages, despite having offered this option.

And then they seem to think that we’ll all sign up for some “future product”.

It’s fine for those of you who have your cars and are fans of the company, but for the rest of us this is an abject lesson in how to turn away potential customers for good.

Now what would I have done if I’d been the bearer of bad news? I don’t think it takes much imagination to provide better damage limitation. How about:-

1. I’d issue a proper apology.

2. I’d offer an honest explanation.

3. I’d offer a goodwill gesture - perhaps an offer of priority on some “future product” queue; or perhaps some Lucid merchandise; at least something to buy some loyalty.

4. For those of us who’ve ended up lending them cash for the best part of 4 years I’d definitely expect some interest. After all, they broke the contract.

5. I’d have the Lucid Europe folks personally call the customers. (That’s what Tesla did when they cancelled their Signature programme in the UK.)

6. And having offered the option of emailing customer support, I wouldn’t then “ghost” anyone who tries to use this.

Think this is unreasonable? I suggest this is a premium product and that customer care is an essential component. If Lucid can’t do customer care, we’ll take our money elsewhere.

Lucid have now alienated their most enthusiastic supporters in the RHD world, so prospects for their “future product “ launch here aren’t looking good.

 

[msaunders9430]

So contact the Lucid Customer Team using the details they provided you.
Express your concerns, as they requested and see how they respond.
You can even give them your six-item wish list.

 

[Unmutual]

I suspect the OP would have hated the car, so perhaps s/he dodged a bullet ....

Otherwise, American ex-pat?

 

[borski]

I agree they should have responded to your followup emails, and that is not good.

Other than that, these things happen. I waited years for many products that never came; sounds like there wasn't enough interest, which sucks, but is a reasonable decision based on the market. It's clearly not that they hate Brits, given Peter was at the helm for so long.

I think their initial email was fine enough, and I think asking for interest is pretty outlandish. Also, they didn't break the contract; it is literally spelled out right there in section 15 of the order terms:

Both you and Lucid have the right to cancel, and then even specify that they may do so if they discontinue a product.

 

[UKLucid]

So contact the Lucid Customer Team using the details they provided you.
Express your concerns, as they requested and see how they respond.
You can even give them your six-item wish list.

As I noted in my post, I did all this - multiple times. No one ever responded.

 

[Lucidale]

Am I the only one not surprised that the demand doesn’t outweigh the manufacturing costs here. Which is exactly why Tesla and many other OEMs stopped or never made RHD on many models. I totally understand the disappointment here, but the level of surprise seems, well, surprising.

I’m sure Lucid is equally disappointed, as they would much rather the demand in RHD countries be profitable.

 

[UKLucid]

I agree they should have responded to your followup emails, and that is not good.

Other than that, these things happen. I waited years for many products that never came; sounds like there wasn't enough interest, which sucks, but is a reasonable decision based on the market. It's clearly not that they hate Brits, given Peter was at the helm for so long.

I think their initial email was fine enough, and I think asking for interest is pretty outlandish. Also, they didn't break the contract; it is literally spelled out right there in section 15 of the order terms:
View attachment 29668

Both you and Lucid have the right to cancel, and then even specify that they may do so if they discontinue a product.

True, but after four years hanging on to my deposit? And having repeatedly told me the product was coming? I think that, under European law (which overrides this agreement), interest is required.

But that’s all academic. Lucid have blown themselves out of the UK market, so I’ll stay with Tesla for now, then maybe switch to a Taycan.

 

[msaunders9430]

As I noted in my post, I did all this - multiple times. No one ever responded.

My apologies.

 

[BrianBigNFun]

postal workers are sad now too

and sorry UKLucid- that sounds very frustrating

 

[jbawden]

Is an apology really going to move you into a different emotional space? I get the disappointment, but not the entitlement.

 

[UKLucid]

Is an apology really going to move you into a different emotional space? I get the disappointment, but not the entitlement.

Yes. It would help persuade me that this isn’t yet another faceless corporation and that the company does actually care about its customers.

And as for “entitlement”, absolutely! We’re talking about a vehicle costing well in excess of £130,000 here in the UK. That’s Ferrari territory, heading towards Bentley money. I would expect customer service commensurate with that.

 

[HC_79]

Am I the only one not surprised that the demand doesn’t outweigh the manufacturing costs here.

Not at all. In Australia for example you can't get the S or X, only the 3 or Y. Outside the US and once conversion rates etc are applied Air, Gravity, S & X are very expensive cars. I suspect Lucid will enter those markets when they can offer the Earth which will still be expensive in those countries but a more palatable cost and able to get some volume sales on them.

 

[Ughwhy]

Come on guys! I patiently sat around for nearly four years, during which time they repeatedly assured me they’d honour my reservation. Then they pulled the plug and didn’t even have the decency to say “sorry”.

They failed to respond to any messages, despite having offered this option.

And then they seem to think that we’ll all sign up for some “future product”.

It’s fine for those of you who have your cars and are fans of the company, but for the rest of us this is an abject lesson in how to turn away potential customers for good.

Now what would I have done if I’d been the bearer of bad news? I don’t think it takes much imagination to provide better damage limitation. How about:-

1. I’d issue a proper apology.

2. I’d offer an honest explanation.

3. I’d offer a goodwill gesture - perhaps an offer of priority on some “future product” queue; or perhaps some Lucid merchandise; at least something to buy some loyalty.

4. For those of us who’ve ended up lending them cash for the best part of 4 years I’d definitely expect some interest. After all, they broke the contract.

5. I’d have the Lucid Europe folks personally call the customers. (That’s what Tesla did when they cancelled their Signature programme in the UK.)

6. And having offered the option of emailing customer support, I wouldn’t then “ghost” anyone who tries to use this.

Think this is unreasonable? I suggest this is a premium product and that customer care is an essential component. If Lucid can’t do customer care, we’ll take our money elsewhere.

Lucid have now alienated their most enthusiastic supporters in the RHD world, so prospects for their “future product “ launch here aren’t looking good.

I can understand your frustration. Sadly, there's probably not an answer or action that is possible at this time that's going to sooth the frustration. Hopefully once production starts really ramping up, it will make sense for Lucid to enter the UK and other right-hand-drive markets.

 

[borski]

I think that, under European law (which overrides this agreement), interest is required.

Uh, source? IANAL, and I barely know how to spell barrister, but this would be (very interesting) news to me. Also, pardon my ignorance, but - does EU law apply to the UK at this point? I swear I'm not making a Brexit joke; I mean that genuinely.

But that’s all academic. Lucid have blown themselves out of the UK market

I mean, they've literally removed themselves from the UK market. I know you don't like how it was handled, but that's the situation. Eventually, they will enter the UK market, and I imagine they will do their best to be well-received. Now is not that time, apparently.

 

[UKLucid]

Uh, source? IANAL, and I barely know how to spell barrister, but this would be (very interesting) news to me. Also, pardon my ignorance, but - does EU law apply to the UK at this point? I swear I'm not making a Brexit joke; I mean that genuinely.

For better or worse, much of UK law has European elements firmly embedded in it.

 

[UKLucid]

I know you don't like how it was handled, but that's the situation. Eventually, they will enter the UK market, and I imagine they will do their best to be well-received.

That's my point. If you spend four years telling everyone you're about to enter a market, then abruptly terminate the deposits of your most-loyal and enthusiastic customers, you can't just expect to be able to swan back in any time soon. You've blown away your fan base and you're going to have to work way harder establishing a bridgehead, let alone building sales.

…And let's not forget, the market for SUVs is way more competitive than the market for luxury saloons. I can't see a great fat Lucid "Gravity" (what an unfortunate name) being a roaring sales success this side of The Pond. And what terrible timing, when our home-grown Range Rover EV is about to be launched.

Back to the Lucid Air: I do believe there this is a strong demand for a RHD model (40% of the driving public, remember). I don't know about Australasia, but the UK definitely has a need for premium luxury electric saloons. For luxury EVs, the UK is probably the strongest market in all of Europe (I use Europe in its geographic sense here). When I last looked at sales figures, this was certainly borne out. Yes, Germany is a bigger market overall - but they buy German cars. We don't have such loyalty in the UK. Cue a market opening…

- Traditionally, the wealthier parts of the country (S.E. England is on par with Switzerland in this respect) bought Jaguars (hence the term "Gin and Jag country"), but Jaguar is committing corporate Hari Kari and aiming at Bentley prices for its proposed pink monstrosity.

- When Tesla brought the RHD Model S here, they were swamped with orders. At the launch event in London I was struck by the number of fellow Jaguar owners, switching from their sleek XJs into the similarly-sleek Model S. Indeed, I was often asked if my Model S was a Jaguar. I'm now on my second Model S (I've done 81,000 miles in it) and my wife drives the "Highland" Model 3: an excellent little car BTW.

- Now that there's no RHD version of the Model S, that creates a even greater gap in the market. The Germans haven't managed to close it - Mercedes' jelly-bean EQ saloons aren't popular; and BMW's bricks-on-wheels are the subject of much ridicule; meanwhile VW group has yet to atone for "Dieselgate".

So Lucid had a ready market, and I think that Peter Rawlinson understood this. Sadly, now that the Bean Counters are running the show, I expect that the bigger picture will be lost in short term policy pronouncements aimed at keeping the shareholders happy. The least I say about them the better.