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I bought a par of wheels from wiggle described as qr axels and centrelock disc mount. As i need these to replace the wheels on my commuter where a spoke has pulled through the rim. Paid for next day delivery. In the mean time i sourced a pair of centre lock adapters and suitable sized tubeless rim tape. When the wheels turned up they were 12mm bolt through with the rear also being 142mm plus they were 6 bolt so absolutely no use to me as they wont fit my frame. I tried to use wiggles chat now feature except it wasn’t working, so i emailed them and sent them a message on twitter this was on Saturday afternoon around 2 ish.
I had an automated reply first suggesting i used the chat function but also stating they would try to reply within 24hrs. I did get an email reply the next day (Sunday) just gone 12 asking me to send photo’s of what i had received. I did this and also included a screen shot fo the description. It all went quite after this and I didn’t here anything again until lunchtime today when they replied to my Twitter message. Again they asked for the photos which i sent via Twitter but the reply asked me to send them again so inquired if they wanted them on Twitter or via email. No reply to this.
Eventually I found the chat working this evening so asked about it on there to be told that they are looking in the warehouse to see what stock they have so that they can send out the correct part.
I have noticed this evening that they have partially changed the description to state they are 12x100 and 12x142 but left the centerlock bit.
I am very pissed off as. So far have bought extra things i will struggle to return as i will have to pay postage so it will reduce the refund/not make it worth it, have a set of wheels i cant use, I’m £140 down and i feel like they are just messing me around.
Am i over reacting to this or is it justified? I can’t sort out getting any kind of replacement until I’m refunded as i don’t have that sort of spare cash.
If they are sending you the correct part, what's the issue? Bit of a hassle sending the wrong bits back, but not worth being 'very pissed off' about, no?
It’s not a question of wrong bits the wheels won’t physical fit my frame the rear is too wide and I have we dropouts in both the frame and fork. They haven’t actually said that they will send anything only that they are checking the stock they have
The adapters I bought came from elsewhere so could only be returned as unwanted/miss ordered rather than anything else I would have to at least pay the postage to get them back.
It’s more the lack of communication and it’s been three days since I received the wheels.
They haven’t actually said that they will send anything only that they are checking the stock they have
Perhaps wait till you have an answer before kicking off? could be that the wheels come in loads of configs and they just sent you the wrong one.
it’s been three days since I received the wheels.
Two of which were over a weekend. Chill out.
🍿
I have always for Wiggles customer service excellent. I know its a pain in the ass what you're going through but mistakes happen.
Give them a fair crack to sort it out. 👍
Its more that have only found out what’s happening by chasing them. I had no reply to the email where i sent the pictures, t doesn’t take much to drop a quick reply stating that they had received them and were now looking into it i only got that when i chased on the live chat the next evening. I also feel that if you are going to run a business that will dispatch next day over the weekend (they state the cut of times to get it) that you really should have some sort of customer support as well.
I have had good service from them in the past but disappointed by it this time along with the fact that they have altered the product description.
along with the fact that they have altered the product description
You want them to keep the same, wrong, description up? Over the weekend I imagine they have a reduced staff, and if CS are checking stuff with other departments, those depts probably won’t be working the weekend.
As said above, give them chance.
I am giving them a chance to sort it this doesn’t mean that i can’t find it annoying though or the fact that they can alter the description but not bother to contact me. The other department they were checking it with is the warehouse so in order to despatch over a weekend then they would need staff there.
I guess you never find anything annoying or frustrating.
Oh I do, but I give people a chance to sort stuff out before I go on a keyboard crusade. Have you tried emailing the CEO?
We seem to be getting a disproportionately large amount of these "I got sent an incorrect item OMG I am so angry how dare they!!!!" threads lately.
Take a deep breath OP, go for a ride, and let Wiggle sort it out for you. It might take a few days and you might have to take a trip to the post office but this is one of the risks of shopping online to save a bit of cash.
We seem to be getting a disproportionately large amount of these “I got sent an incorrect item OMG I am so angry how dare they!!!!” threads lately.
It is the entitled and impatient society that we now live in. Even if I did get a wrong part sent and a company didn't respond within 100ms and I was annoyed because I wanted to get my bike back on the road I sure wouldn't be starting a thread on a forum about it.
I’ve just take a chance on a vague description by CRC - so I might have the need to return based on what I get. Some of the wiggle / CRC descriptions are too vague and they don’t often answer questions you post on the item. I’m going in with eyes open thy at it’ll either be quite a bargain, or I’ll get something that isn’t what I hoped for.
Would be a bit annoying in the op’s case where it was listed entirely incorrectly. Customer Services over the phone would get things sorted far quicker than email chains and live chat. But companies are moving away from phones presumably to save on costs.
Return them for a full refund if not correct and then order the correct ones. If they’re sourcing a part to send you for nowt because of their mistake, i’d Consider that good CS.
Wiggle customer services are great
They can be ... but they can also go from great to hell in no time.
Equally the website descriptions are often not even close or consistent with themselves.
Saturday I was trying to order a thru axle... (on CRC) and the description had a table of the various options and description. I only wanted a pre-boost RS through Axle... but non of the options you could choose matched ... went through webchat to which they couldn't either so it got escalated though they did cancel a pending order so I could redo and add the axle to it.
Monday they got back.. still wrong .. I knew I wanted "option 6" but they were suggesting a 148mm 12mm ??? Cleared up by email and then managed to order by the sku ... (still doesn't match on the website but we'll see)
However despite lots of good orders inbetween the last nightmare was a shimano cassette that arrived in a sealed box without packaging and with the snap off plastic holder clearly broken...
Unfortunately whoever put it in the box had "failed to notice" 2 teeth snapped off (or more likely they dropped it on industrial tiles and just put it in anyway)
I got assured on webchat they'd sort it out and to follow their process ... but then they wanted me to report it as damaged in the post... it obviously wasn't as the teeth were not in the sealed box... so I said it wasn't and it unless it had been opened and resealed with Wiggle tape inbetween it must have been packed that way.
I'd sent the photo's you could clearly see where the teeth were broken off and that it had never been even fitted. What I really objected to was being asked to lie to cover their screw-up...
Obviously, what I should have done is just return under distance selling... but the result of me saying it wasn't damaged in the post was threatening emails saying it would be sent to the distributor to see if it was a manufacturing defect and if they didn't agree I would have to pay postage AND I would have to pay for repair.... and by opting to return as damaged I had opted out of distance selling
In the end I'd ordered a 11-42T so I cancelled the "damaged" and returned it as didn't fit description as it only had 40T not the advertised 42... they took every last hour of the 30d to return my money...
At least you're getting replies.
Two weeks and counting since I emailed CRC about a potential warranty issue.
No option to call or live chat any more.
I found Wiggle Customer Service p*** poor the one time I had to use them.
Warranty return on a set of wheels. Months of emails going back and forth trying to work out what was going on. Sometimes speaking to a human. Sometimes not. Usually receiving a generic template response offering zero information. In the end I just gave up and asked for my money back - which they dutifully did, but the experience up until then was painful.
Warranty return on a set of wheels. Months of emails going back and forth trying to work out what was going on. Sometimes speaking to a human. Sometimes not. Usually receiving a generic template response offering zero information. In the end I just gave up and asked for my money back – which they dutifully did, but the experience up until then was painful.
See, that I'd be pissed off with. Not getting something sorted over a weekend, less so.
Do Wiggle actually have CS
They just shove things in an empty box and send in vein hope of it arriving without issue
Their descriptions are lacking big time too
Have not used since however used crc so did in fact use them for which I had same experience and a shoddy one
They both really do not care...
Yes they do care , quite alot actually
Its hard to put this into perspective . Imagine you are dealing not with a small 3 person bike shop but 1000 x 3 person bike shops.
£1,000,000 a day group turnover across the tri -sports / outdoorsy genre
C 10,000 emails, chat bot and Face=ache questions every week, some new enquiries, alot of stunningly obvious ones ( I want this, but you dont list it, do you have it in stock? Q's)
3 different sites across England and NI , CS split across earlies and lates with a system that doesn't automatically return you to the original question / answer originator and you are starting o see the problem
weekdays shifts are longer and more problesm sorted , weekend shifts shorter so less productive plus no way of contacting suppliers to check their stock , sku'd etc.
They are not a LBS but an online retailer who sell vast amounts of very very competitively priced stock and mistakes are made between online descriptions , ordering , picking , packing and then theres the Couriers. and we know they never drop , break, throw or lose a package don't we
Give them a chance, they are over worked but the office ethics is to help out where possible No exchanges so return , refund, re-order. System shows you as a customer and order history so they can see if you are a serial warrenty returner who has triggers bike where everything is returned under warrenty just before the warrenty runs out
Give them a chance, they are over worked but the office ethics is to help out where possible
They've always been reasonable in the past, but I sense they are now totally overwhelmed after shutting down CRC's excellent customer services dept in NI and merging with the Wiggle operation in England.
So my sympathy is limited if their poor performance is the result of mismanagement and/or greed.
chakaping
They’ve always been reasonable in the past, but I sense they are now totally overwhelmed after shutting down CRC’s excellent customer services dept in NI and merging with the Wiggle operation in England.
CRC CS team is still in Northern Ireland. CS for Wiggle is in England.
Both teams are completely separate and look after the separate shops.
At the end of the day, they need to put more money into CS if they are selling more
That sums it up from me
Owen you've every right to be pissed off, they've sent you the wrong wheels that didn't match the description and now you've got to return large wheel boxes to the post office, depending on your circumstances this could be a royal pain in the arse, they should have sorted it on Monday and told you to return the unusable wheels, they seem to be messing you about, hopefully it's all sorted by now.
People on here just live to disagree for the sake of it and desperately need to reply instead of just ignoring the post, you'll find they constantly post all day and night, hardly anything constructive or helpful, why they want other posters to feel bad is beyond me, they've nothing better to do.
Wiggle have not contacted me since i contacted them on Monday. IF i still haven’t heard anything from them by the end of today i will be requesting a full refund including the postage costs and that they arrange to pick up the wheels.
Complete lack of communication is what is pissing me off, i accept that mistakes can and do happen but it is how they respond to them that speaks volumes.