Hi
I ordered a pair of Reba's that loose air contacted Wiggle and the warranty department have said to return them so no probs HOWEVER , I have ordered another pair that turned up today with a steerer cut to 188mm !! They are also advertised as boost and yet they are 15x100
To say I'm fuming is an understatement I won't be using wiggle again that's for sure
Little rant over not feeling better though
If you avoid every retailer who makes a mistake, you won't be buying much online.....
Sounds like someone has swindled them, bought a new fork and returned they old one under Wiggle's generous 365 returns policy (to get a refund on the new one) and it's gone back into stock as someone in the wharehouse didn't spot that it had been used (not surprising as I don't expect them to be cyclists).
Sounds more like they've just wrongly listed an OE fork, which was probably taken off a full build at some point.
It's a right pain mkeep trekking to Asda to send stuff back for free though, so you have my sympathy OP.
Maybe just buy from CRC instead in future?
😉
Ha, someone was on here the other day well please that Wiggle had sent them a pair of non-boost Reba's because it meant they didn't have to dick about spacing the front hub. Swings and roundabouts.
my god the WORLD IS ENDING, wiggle ****ed up an order...
I ordered an SLX rear mech from CRC a few weeks back, the box seemed to have been opened previously and inside was a clearly used XT mech. It looks like someone did a cheeky swap for their broken one.
I returned for a refund which was duly paid with the only inconvenience being that I paid for Royal Mail return post as it’s easier for me to get to the Post Office.
This kind of thing isn’t ideal but I take is as an expected side effect of cheaper online prices and very flexible return policies.
Sounds like someone has swindled them, bought a new fork and returned they old one under Wiggle’s generous 365 returns policy (to get a refund on the new one) and it’s gone back into stock as someone in the wharehouse didn’t spot that it had been used (not surprising as I don’t expect them to be cyclists).
In/out thrown about ...
If you try and return a faulty item wiggle tell you that unless it's a MANUFACTURING fault not only will you have to pay postage but they will either keep it or charge you to repair.
If its faulty when it arrives the best thing is to tell them you don't want it because the colour/description or you changed your mind.
If you inform them it's faulty on arrival they ask you to commit fraud to get your money back.
The OP demonstrates well what is wrong with the drama queen crap that gets posted on social media. One badly handled order and immediately a beware the world is ending message must be issued all the while 10,000 other orders have gone through smoothly.
People really don't care that you had the wrong forks delivered...
If you inform them it’s faulty on arrival they ask you to commit fraud to get your money back.
What, exactly, do they ask you to do?
(in so much as I've had a few faulty out failed bits from wiggle over the years, never had to do anything beyond fill in the claim form with a description of the fault, return and wait)
What, exactly, do they ask you to do?
I was asked to say it was damaged in the post when it very obviously wasn't.
(2 teeth missing off the big ring of a cassette in a sealed box with haribo's and the plastic retainer smashed up - given the box was sealed and the missing teeth weren't inside it wasn't possible it was damaged in the post)
kerley
People really don’t care that you had the wrong forks delivered…
People being Wiggle no doubt?
Was it this item? https://www.wiggle.co.uk/rockshox-reba-rl-solo-air-forks-2
I took a punt on the badly described, incorrect picture one and also got a secondhand (dusty, cut steerer, starnut fitted) pair of non-Boost Rebas. They went straight back.
It’s online you have 28 days to return with no questions asked.
i was asked to say it was damaged in the post
You choose to return and it presents a drop down list, one option for (amongst a number of others) faulty, one for "order expectation not met" and one for damaged in transit.
Why did you get asked to do anything?
Why not simply describe as faulty or, if in doubt, damaged on receipt?
People being Wiggle no doubt?
Nope, people being the 1,000s of happy Wiggle customers.
they ask you to commit fraud
what was I saying about drama queens 🙂
In the interests of balance Wiggle have never messed me about or sent the wrong thing. I don't like haribo though... I'm more of a jelly babies fan so I'm offended by their choice of free sweets 🤨
I've used wiggle for close to 20 years (before it was even wiggle) and I'm really struggling to think of any problem I've had with them. They even gave me a 70% refund on a saddle I returned after a month's riding when I complained it was giving me numb plums.
dangeourbrain
You choose to return and it presents a drop down list, one option for (amongst a number of others) faulty, one for “order expectation not met” and one for damaged in transit.
Why did you get asked to do anything?
Why not simply describe as faulty or, if in doubt, damaged on receipt?
Initially I'd tried the webchat... sent photo's etc. and assured it would be replaced.
Then I got an email stating they would send it to the supplier to see if it was a manufacturing fault and if not I would have to pay for the postage and return or repair of the cassette.
I eventually sent it back "not as described" given I paid for 42 teeth and it only had 40.
what was I saying about drama queens
Declaring it was damaged in transit when it isn't is fraud.
It’s online you have 28 days to return with no questions asked.
Wiggle offer a 365 day returns policy.
I was clearing out my cycling clothes drawer last month and returned some things still in their packaging which I'd bought last year and Wiggle refunded me. The used stuff went on Ebay......
Personally I think they provide an Excellent service.
stevextc
Free Member
Declaring it was damaged in transit when it isn’t is fraud.
Not when you have instruction from the owner of the system asking you to fill out part of their own system. If they then take that back to the courier it could be fraud, but that wouldn't be your doing
Declaring it was damaged in transit when it isn’t is fraud
If, and its a big if, they told you to declare it to them as damage in transit who are you defrauding exactly?
They could give you the choice between "it was sat on by an elephant" or "I don't like the colour", their returns process and tracking is only for their benefit, completing their process in the manner you're instructed by them isn't in any way fraud.
You'd be attempting to defraud the courier if you were to try claiming from them knowing its not their fault but you weren't.
If wiggle try to claim from the carrier knowing its not their fault, that would be, but it's not you, it's not your problem and so long as you've provided the information you're asked for and sufficient to allow wiggle to make the decision, it's in no way fraud on your part.
But, more to the point, why were they telling you to do anything? You've gone through web chat etc to try returning an item which requires four clicks and no chat, it's very simple process and requires 0 contact.
Or were you trying to avoid returning the item and expecting them just to refund on your say so and what transpired is they'll only do that if its damaged in transit?
But, more to the point, why were they telling you to do anything? You’ve gone through web chat etc to try returning an item which requires four clicks and no chat, it’s very simple process and requires 0 contact.
Or were you trying to avoid returning the item and expecting them just to refund on your say so and what transpired is they’ll only do that if its damaged in transit?
I was trying to go out riding.... shiny new shifter, shiny new rear mech and what should have been a shiny new cassette.
They could give you the choice between “it was sat on by an elephant” or “I don’t like the colour”, their returns process and tracking is only for their benefit, completing their process in the manner you’re instructed by them isn’t in any way fraud.
The options I got were what I got... I'm pretty sure there wasn't one about being sat on by an elephant but if there was then that's still lying.
The whole thing had very obviously been mashed somehow before it went in the box...thje teeth didn't spontaneously dematerialise and the plastic thing get flattened and the retail packaging disappear.
Someone put it in the box like that.
Rather like the OP....
I have ordered another pair that turned up today with a steerer cut to 188mm !! They are also advertised as boost and yet they are 15×100
I can see 15x100 being an accident ... but steerers don't cut themselves.
It's also pretty obvious when it's put in the box ... but they obviously think people will just accept it.
If wiggle try to claim from the carrier knowing its not their fault, that would be, but it’s not you, it’s not your problem and so long as you’ve provided the information you’re asked for and sufficient to allow wiggle to make the decision, it’s in no way fraud on your part.
The way I see it my declaration will be used as evidence for them to claim.
As my old boss once told me "never put anything in writing you don't want coming back to you"
The thing at this point was they already tried the "manufacturing fault" on me when it was most obviously damaged and stuffed in a box.
From my memory (and this was 2015/16 and at my age ...) once you went down any route that wasn't the "365 day return" you were in an alternative track. That might or might not still be the case....
I suspect had I just returned it for "not as described" initially (which was true) they would have just repackaged and sent it to someone else. It's equally probable someone did that before I received it ???
I suspect had I just returned it for “not as described” initially (which was true) they would have just repackaged and sent it to someone else. It’s equally probable someone did that before I received it ???
As someone said on a different thread.... use a marker to write the issue on the box. It can't then be easily resold
As someone said on a different thread…. use a marker to write the issue on the box. It can’t then be easily resold
Aha .... good point though in this case the retail packaging had already been lost/disguarded...
I always cross reference items on wiggle and CRC. The descriptions on wiggle have been vague and incorrect at times. Bought a rear s
Through axle a while back which had a different thread pitch when it arrived. CRC didn’t advertise the one I ordered from wiggle. Probably because it doesn’t exist and was listed wrong by wiggle. So I sent it back, got a refund and left some feedback somewhere which was eventually replied to. The axle now shows as no longer available so I think they realised their error and took down the inaccurate listing.
I need to say I was very impressed with the Wiggle warranty support. Bough a bike from them in May and noticed now
some cracks on one rim. They asked me to send them pictures and posted me a new set of wheels the next day. In the box with the wheels I found an extra set of bike light. Really impressed with them.
M.
Was it this item? https://www.wiggle.co.uk/rockshox-reba-rl-solo-air-forks-2I took a punt on the badly described, incorrect picture one and also got a secondhand (dusty, cut steerer, starnut fitted) pair of non-Boost Rebas. They went straight back.
Haha, that describes my exact experience the week before last. Starnut was rusty too.
As someone said on a different thread…. use a marker to write the issue on the box. It can’t then be easily resold
That's what you think!
My one and only Vax purchase was a faulty cleaner with the fault still written on the box!
[url= https://live.staticflickr.com/2915/33030092624_4b739b08a3.jp g" target="_blank">https://live.staticflickr.com/2915/33030092624_4b739b08a3.jp g"/> [/img][/url][url= https://flic.kr/p/SjKRMA ]Faulty Vax direct from the factory![/url] by [url= https://www.flickr.com/photos/brf/ ]Ben Freeman[/url], on Flickr
[url= https://live.staticflickr.com/2943/34094194885_249e3b0867.jp g" target="_blank">https://live.staticflickr.com/2943/34094194885_249e3b0867.jp g"/> [/img][/url][url= https://flic.kr/p/TWMEji ]Brand new broken VAX cleaner, caught fire on first use[/url] by [url= https://www.flickr.com/photos/brf/ ]Ben Freeman[/url], on Flickr
Having a go at the op is a bit disappointing, if you're looking forward to your order and receive used products I'm sure you don't simply say oh well, swings and roundabouts.
Personally I've received 2018 instead of 2019 forks, the wrong version of Lyriks, forks with solo air instead of debonair and a frame that had front mech imprint on the seat tube and marks from headset cups, clearly they mislead with their descriptions, dont check their stock properly and have serious issues with their returns inspections, I have had that job and that crap would have been impossible to get past me. They definitely dont run a tight ship.
Seems he's not alone in receiving dodgy Reba's so the post doesnt warrant insults.
As someone pointed out Wiggle isn't unique on this...many years ago bought a fax machine (Yep that long ago) from large stationary retailer was missing parts and when fired up already had a stack of numbers in memory
..Similar with an iPod already had a name and music collection and a near dead battery..both returned at my inconvenience and a strong discussion about how consumer law works with the iPod shop...since then I check stuff in store for sealed pack and if handed over from out the back in a bag a quick peak inside before leaving the shop...as to wiggle and crc what gets me a bit is when description is wrong or photo wrong and someone has asked a question to clarify and it's never been answered
Hmm, got a set of 29" Boost Recons from Wiggle two weeks ago for a frame I'll eventually build up when I get some wheels (I'm still on 26"). After reading this I got the tape measure out...100mm rather than 110mm. Oh well, not the end of the world but they'll have to go back.
Returns form was painless enough.
Your username is pretty appropriate!
If Wiggle wind you up, please never go near Planet X
I bought a shower screen from a large online bathroom place. When the bathroom fitters opened it to fit it, the screen was there, there were no fittings and the protective film was screwed up at the bottom of the box. The fitters were delayed in finishing the bathroom by 3 days and I had to fight the retailer to send one out asap rather than their normal slow delivery. I didn't flame them on the internet because they didn't deserve it, mistakes happen.
Wiggle sell hundreds of thousands of pounds worth of stock every day. Of course there will be the ocassional mistake or customer who has pulled a fast one and their staff miss it. You can't expect their warehouse staff all to be bike part experts much as you can't expect Amazon staff to be experts in everything they sell.
Once again it's a keyboard warrior mouthing off as they think the world is perfect and can't cope when something goes wrong 0.01% of the time.
That's true, but I remember when I was ordering my forks there were a lot of discrepancies in the item descriptions - described as both straight and tapered steerer, steel and aluminium stanchions, pictures that didn't match item description. It's not something I can get too excited about, but it's a bit slapdash.
Wiggle seem to f#ck up fork orders quite a lot to be fair, I've decided to go elsewhere for forks unless the deal is too good to miss out on, I'm sick of ordering forks with fingers crossed, wondering if it's coming in it's original branded well packaged box or rattling about in a plain brown one with zero protection inside being slung around by the courier.
Since the merger wiggle hasn't been the same.
Seems he’s not alone in receiving dodgy Reba’s so the post doesnt warrant insults.
Posts never warrant insults, it just shows a lack of self control in the person throwing them.
Wiggle sell hundreds of thousands of pounds worth of stock every day. Of course there will be the ocassional mistake or customer who has pulled a fast one and their staff miss it.
Yes mistakes happen but it is how companies deal with them.
Once again it’s a keyboard warrior mouthing off as they think the world is perfect and can’t cope when something goes wrong 0.01% of the time.
I've no idea where you get that 0.01% from?
Unless these companies are called out how would anyone know?
You can’t expect their warehouse staff all to be bike part experts much as you can’t expect Amazon staff to be experts in everything they sell.
I expect someone to be able to tell the difference between something in retail sealed packaging and something that looks like it was run over by a forklift, removed from the packaging and chucked in a box with haribo's.
I expect a company I buy from to be happy that a staff member admits they accidentally dropped/ran over or whatever an item and reward them for calling it out or at least not punish them...
If this isn't working then there are issues.
If it's 0.01% then the staff members that deal with the complaints need training..
If it's much bigger then the warehouse staff need training...
"or customer who has pulled a fast one"
A cut steerer with a rusty starnut is really not rocket science.
Most importantly it is not the next customers problem!
They need to check this not pass on the problem
A few months ago I made a mistake.... I ordered the wrong forks from r2bike.
The one I wanted was actually at trade price... but I pressed the wrong button late Friday night.
Realised and ignored their RMA and sent an email...basically saying it would be great if they could rectify rather than ship, me return etc.
At 08:00 German time I got an email from a german guy... he'd already intercepted the select forks and substituted the ultimates and they were being picked up by the courier and could I pay the €12 difference by paypal.
We both won on this and the only losers were DHL... who only got 1/4 of the business!
pay with paypal.
paypal will refund your return postage. I use myhermes who come and pick stuff up from my door.
https://www.paypal.com/uk/webapps/mpp/refunded-returns
HOW DOES IT WORK?
It’s easy! Whether you purchased something from the UK or anywhere in the world, we’ll cover up to 12 returns on eligible PayPal purchases*. We’ll reimburse you for up to £15 per request.
Probably only those in Nukeproof group can see this but hilarious
Some poor sod just got their "new" bike delivered from CRC including the masking tape with arrows drawn on the previous owner had highlighted the paint chips. CRC hadn't even bothered to remove the masking tape before selling it on.
Crikey, thats bad innit! (Yes, can see the pic)
Baffled as to why they would sell that on!
Baffled as to why they would sell that on!
Probably because they outsource logistics to a generic logistics / warehouse company and the minimum wage bod who handled that return just shoved it back on the shelf without giving it a second glance. Likewise the minimum wage picker / packer just pulled it off the shelf and posted it assuming it was the right thing. Wiggle etc are huge, you don't have a cyclist enthusiast drooling over your order, just some ex-BA pilot who is struggling to pay bills and being a Wiggle picker was the only job he could find.
I know someone who worked at Wiggle and he wasn't a cyclist at all, but they don't pay that badly.
Funnily enough, myself and another enthusiastic bicycle person (also on here) went for jobs there and we were both turned down!
You dont have to be a biker to spot masking tape indicated paint chips, and what the hell happened to the seat clamp, I haven't got one in that condition even after years of use.
So much for bikes being inspected and checked before being send.
When will all this 2020 madness end!
To be a bit fair the forks did look brand new but the star nut and the steerer cut to 188mm kinda gave it away
So much for bikes being inspected and checked before being send.
I'd imagine that happens in the workshop and the bikes are reboxed for stock and dispatch rather than all boxes being reopened at point of dispatch. You can of course wonder why the paint chips were missed in the initial inspection, maybe they weren't and they took a punt on the buyer not being bothered, but once that sku-serial no combination is approved and in the system I doubt if it is routinely reinspected again.
The problem I've had with Wiggle, and to be fair it's seeming more commonplace among large mail order retailers, is the woeful lack of customer services with actual real people.
I had to return a pair of forks, which I did get a refund for, but the process was really frustrating and stressful. At no point was I able to speak to someone to explain the problem, or did I get a direct answer to specific questions asked in emails. It was always generic responses, template emails or choosing from a list of options that were never quite applicable.
They actually claim all bikes get a PDI, I assume that's a pre dispatch inspection.
Probably because they outsource logistics to a generic logistics / warehouse company and the minimum wage bod who handled that return just shoved it back on the shelf without giving it a second glance. Likewise the minimum wage picker / packer just pulled it off the shelf and posted it assuming it was the right thing. Wiggle etc are huge, you don’t have a cyclist enthusiast drooling over your order, just some ex-BA pilot who is struggling to pay bills and being a Wiggle picker was the only job he could find.
Did you see the picture?
Something is wrong if that can end up back on the shelf...
I'd love to know the backstory though ... because based on my own experience the "faulty" route is a lot more painful than the "changed my mind route".
Based on my experience I'd have returned that with "changed my mind" or "didn't like the colour" rather than damaged if I started the "damaged" then got an email saying it would be sent off to see if it's a manufacturing defect but if not then I have to pay returns and repairs or they just keep the bike.
I thought the stick a label on showing the problem suggested was brilliant... and wonder if this is the case here? It's a humongous hole.... it doesn't exactly need the masking tape and arrow but with it even the most casual glance by a near blind ex-pilot can't miss it.
They actually claim all bikes get a PDI, I assume that’s a pre dispatch inspection.
From the photo and the state of the seat clamp I'd say that was likely after (initial) dispatch. It looks like it's been smacked with something likey in transit.
I’d love to know the backstory though … because based on my own experience the “faulty” route is a lot more painful than the “changed my mind route”.
I'd be inclined to think you're probably right, returned unwanted rather than damaged "blind pilot" opens box, sees bike in correct colour, checks returns form "all fine but I dont like the colour" return to stock without removing from the box.
I’d be inclined to think you’re probably right, returned unwanted rather than damaged “blind pilot” opens box, sees bike in correct colour, checks returns form “all fine but I dont like the colour” return to stock without removing from the box.
yep, based on experience I'd just do the "wrong colour" or something....
a bit sad as obviously the result is some other poor sod getting it but I have no wish to repeat the last time.
I don't think most of us 'get' how big the wiggle operation is. If you look at their ebay page they flog more used & damaged kit in a month than some shops sell new stock in a year (this is a total guess btw but they sell a lot!). They actually have 833 items currently on sale there right now
I don’t think most of us ‘get’ how big the wiggle operation is. If you look at their ebay page they flog more used & damaged kit in a month than some shops sell new stock in a year (this is a total guess btw but they sell a lot!). They actually have 833 items currently on sale there right now
I do I check trisportresort nightly ... but that makes it all the more bizarre they don't have a proper process.
They actually claim all bikes get a PDI, I assume that’s a pre dispatch inspection.
Wife bought a bike from Wiggle, PDI form filled in, loads of problems with it - obviously chap was in a rush, ticked the form and shipped the bike. I don't really expect anything less really - if you read about what working in a warehouse is really like for big fullfilment companies....
My Orca came from a LBS, who supposedly built it up and checked it - right brake lever wasn't done up and slipped down the bars on the first ride, so even they can't get it right.
They actually claim all bikes get a PDI, I assume that’s a pre dispatch inspection.
The bike I almost bought certainly did as it failed the PDI because it had a scratch on the head tube and I was offered a discount if I still wanted it but I had gone cold on it anyway so saw it as a blessing!
I do I check trisportresort nightly
All the Reba's are on there now!
All the Reba’s are on there now!
Lots of forks ATM ... though a couple mis-described unless Fox don't know their own product ID's.
Boost ones are still misdescribed too.
trisportresort
Thanks, that's Sunday's browsing sorted!
For balance, I bought a set of wheels a few weeks ago with a defect that could easily have been user error. I knew it wasn't but it would be hard to prove. I simply could not remove the 12mm adaptor on one side to change it to qr. In trying despite being very careful it got mangled rendering the wheel unusable.
Absolutely painless perfect customer service experience.
Wiggle warrantied the wheelset with no issue, just asking for some photos. Wheels collected and full refund in a few days.
It just makes commercial sense as the money went straight back to wiggle in the form of more expensive wheels and plenty of other kit.
Been looking at a pair of bars, except now I can only buy the width I want by paying an extra £20 for a bar and tape bundle... The cheeky bar stewards! 🙁
Sent the forks back via their pre-paid Royal Mail option, just got the cash back in my account today. Easy and painless. I'd rather the forks had been what I actually ordered, but I've had worse retail experiences.
HOW DOES IT WORK?
It’s easy! Whether you purchased something from the UK or anywhere in the world, we’ll cover up to 12 returns on eligible PayPal purchases*. We’ll reimburse you for up to £15 per request.
*This service is offered by PayPal Pte. Ltd in partnership with CallPoint New Europe JSC (TELUS international Europe), the service processor.
FYI Not PayPal then, a third party. (In case such a thing bothers you?).