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Hi all, returned a bike for warranty assessment to Wiggle. 2 weeks on when we should have a resolution (according to their terms) so I ask for an update - 'oh, it never arrived, we'll look into this with our courier and get back to you'. Nothing in the last 48hrs. Up to this point email comms has been pretty quick. Bike was shipped with numerous upgraded parts on, and in my own bike bag. This was agreed with Wiggle prior to shipping. Parts listed, but list with the package!
Anyone had similar? If so, how have you managed to ignite some urgency? What was the outcome? Anything you'd do differently? Any tips?
That's crappy situation, have you got a receipt or similar from the courier to prove to wiggle that you're not trying to pull a fast one? Who organised the courier, you or Wiggle? Good luck
Good point re. courier - Wiggle organised the courier.
Nothing in the last 48hrs.
Standard response times for couriers are geological. In all likelihood wiggle have yet to hear back from the carrier who may now be looking into it.
Give it another day or so then chase.
Baffled as to why it would be in your bag mind, I mean, it was boxed wasn't it?
it was going back for warranty check is what I've read, OP has used that instead of sourcing a box
sounds like if it was a warranty claim, the bike might not be brand new and in lieu of a bike sized box (not always easy to come by), it sounds like a deal was struck that the best way to return it would be in a purpose built bike bag.
Although i could be totally wrong and i am sure the OP will update accordingly.
Re bag - have posted bikes in bags before, better protected, more convenient, less waste, less faff, easier to handle. I recommend it. Wiggle agreed to return bike in bag following assessment by warranty dept. The bike is 9 months old and going back to them - as above.
I guess they're waiting on the courier then. Thanks!
Eep, that'sd a tricky one.
How far out of pocket would a full refund leave you?
Many, many years ago my brand new Orange 5 was lost en-route.
It took a week to 'find' it and when it did turn up it had dirt on the tyres and a pair of cheap pedals fitted which poked out the damaged box...
Give them a couple of days - it is not ideal, but these things can take time with a bazillion parcels and packages.
Good news is that if it is Wiggle's courier, they (and courier) are responsible for your bike.
Many, many years ago my brand new Orange 5 was lost en-route.
Similarly about 6 years ago, my YT Jeffsy got "lost" in one of the depots en-route, and it was only when I turned up at the depot that it magically got found again.
I recommend it.
I wouldn't.
A lot of carriers will not handle soft packed stuff, a lot of them will tell you it's a breach of their t&c and that consequently it's your problem when they lose, destroy or dispose it. (RHA and CMR would agree).
Especially on outsize freight.
Their labels are unlikely to adhere properly either, see again t&c.
Bag in a box for protection? Sure. Just a bag? No.
That being said, I wouldn't panic yet, I take it you got a collection receipt? What's the tracking say?
(I also assume you've a list of the upgrades so, if it comes to it, you know what to bill wiggle for)
Lost, yeah right, hardly a set of car keys is it, shady goings on for sure.
It'll be Sat at a local depot or more likely The main hub,
It will of been pulled for being In a soft bag not a box
Not something I'd recommend doing
I'd of gone to halfords etc in advance and offered a tenner for there charity box for a bike box
Ok, so we have apportioned blame to me for using a bike bag, despite Wiggle stating this would be preferable method of packaging in correspondence prior to the collection. Thanks! However the questions I asked were:
Anyone had similar? If so, how have you managed to ignite some urgency? What was the outcome? Anything you’d do differently? Any tips?
I can be patient up to a point, and understand that the courier will need to do their own research, but we're back end of week 3 here and my 11 year old son really really wants to ride his bike.
That being said, I wouldn’t panic yet, I take it you got a collection receipt? What’s the tracking say?
Lost, yeah right, hardly a set of car keys is it, shady goings on for sure.
I think you fail to grasp the scale of a commercial haulage operation. I've seen entire containers genuinely go missing because it turns out there's really is a gap that big down the back of their sofa.
Sure there are some shady goings on but mostly it's things like the label comes off and it's auto routed into that huge warehouse full of unidentified freight.
My local depot's goods on hold room was similar to the one they store the arc in at the end of indiana jones, only without the organisation and zero labels (because that's how most of it got there) and mostly in nondescript packaging - turns out everyone uses blank brown boxes she plain tape, who'd have thought - they then had three containers which were unidentified sat outside. Thats repeated over dozens of sites for a mid sized haulier.
OP, it being in a bag will probably work in your favour if it's in goods on hold as it'll be obviously not a random box among thousands. In any event, if wiggle told you to send it like that that's their issue, not yours. I'm not saying it's your fault, I'm saying I wouldn't do it again.
If so, how have you managed to ignite some urgency?
As is the world of megacorp and tech-led 'solutions', I think you're going to have to wait for the system to catch up, not push water uphill..
I don't have any tracking info! Just emails from Wiggle confirm company and time. The guy arrived, attached sticker, said cheerio and toddled off down the drive.
No receipt?
OP, it being in a bag will probably work in your favour if it’s in goods on hold as it’ll be obviously not a random box among thousands. In any event, if wiggle told you to send it like that that’s their issue, not yours. I’m not saying it’s your fault, I’m saying I wouldn’t do it again.
Thanks @dangeourbrain - noted, and appreciated. There's also identifiable stuff in the bag - warranty number/info, destination and return address should it come to anyone actually taking a look.
@matt_outandabout - cheers, I'll recalibrate!
Can't remember if wiggle have a live chat option, if so give that a try, or phone them?
Ask where things are at - e.g. What is tracking status etc.
I'd expect the carrier to have at least quick depot checked by now, so maybe there's feedback on that.
How many working days since it was collected? Iirc they've 14 working days before things are classed lost. Don't quote me on that mind and I can't remember when that starts, eg dispatch or notification it's missing. I've not had to worry about the statutory limits for a long while, my stuff is (a bit like yours hopefully) easily located when it's misrouted or is declared lost pdq.
cheers, I’ll recalibrate!
To be clear - you've got sympathy from me and I to would want to 'make someone do something'....but the reality is I don't think it will get you too far.
All you can realistically do is keep on at Wiggle's CS and ask for a timeline of action they will take.
Any progress OP?
I wasn't apportioning blame just giving my opinion.an employees mistake in this case has lead you to this issue but there's also some common sense to be used.
It should of gone back in a cardboard bike box .
So has it just vanished after the courier picked it up, no appearance on any system to acknowledge pick up or any stages of the return process.
had this with a wheel from crc/wiggle
they offered me credit, but only if i returned the front wheel, in the end got a refund but service was absolutely terrible
(in the meantime I'd contacted Mavic whid sent me the partn I needed foc)
I'm wondering if the op has bagged and labelled himself then been collected in an attempt to recover his frame?
Hahaha! Sorry, been enjoying our holiday. The bike made it back to us and was dumped in the drive while we were out on Saturday. No clues where it’s been. Have asked wiggle to rebook courier, have got a box this time, but it’s been 4 days since I emailed. Patience and meditation seem to be the order of business here. Hoping we can get the issue sorted asap… thanks for all the suggestions! This is all taking faaaaaar too long.
Good to hear that it's found it's way home.
And whilst waiting for Wiggle, bike stolen from back of van...
Bugger. Your van or the courier?
Our. All kids bikes gone and my helmet/goggles and laptop
🙁
I hope the helmet is still wet and sweaty when the try it on.
Urgh. This is not the update I was hoping for. 😔
Wow that sucks.....
A mate bought a bike from CRC, it initially didn't arrive, then the courier asked for it to be collected from the depo as the box was damaged. Bike eventually was delivered damaged. He had many emails and online chat with CTC to a resolution over the course of a week - gone are the days of a simple phone call to actually speak to someone.
I'm speechless