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Wiggle. Now there's a company that I won't be using again.
For balance, I think they are great and I'll use them much more in the future.
not been the same since they stopped doing Jonnies
there are 3 sides to every story...
Your Side
Their Side
The Truth - normally somewhere between the 2 others....
for balance I won't be using Woolworths again, they ran out of cola bottles once
I ordered some new 105 pedals on Sunday afternoon (everywhere else they were £80-90, Wiggle were £55): They arrived Monday morning.
I'd say that's pretty good.
Vague look-at-me thread is vague
The amount of stuff I've ordered from them and had no problems with, I'd recommend them. Their returns have also been very good.
Is this some sort of reverse psychology advertisement thread?
They stopped sending me Haribo in my orders for some reason. I figured it was a company change of policy but then my mate ordered something the other day and got a packet. What have I done wrong?
I'm not saying that they aren't prompt at delivery. But if there's a problem; good luck.
You OK hun? 🙁 ❓
Was it an mx5?
Greggs. Now there's a shop I will be using again.
It went like this.
-Ordered a Brooks B3 leather bag as a gift for my wife for our anniversary (3 years = leather). Prompt delivery, reasonable price.
-Gave present to wife, after anniversary dinner, immediately broke. Awksies. Especially as she loved it (one of the rivets was faulty on the main strap/Brooks logo).
- Returned bag to Wiggle using supplied returns label, expecting a replacement.
- Email from Wiggle stating that they'd returned bag to Brooks 'for inspection'.
Then . . . . nothing. For a month. Until I message wiggle, only to receive a 'How did you return the bag? have you got a tracking number?' email.
Almost like it's my fault that there was a problem.
Hence the 'Wiggle out of it' tag. I, personally, don't think that this is acceptable level of customer service nor time-frame. Ok, the fault may lie with Brooks, but the vendor was Wiggle, so they carry the can.
I bought something, it was wrong, i sent it back using their free postage, it took 8 days...
8 days is excessive IMO but not a complete disaster.
I'd use them again.
So you picked up the phone and called them and they said?
A month is definitely excessive, IMHO, especially when they have my money. I find the whole dealing with issues such as this by email to be deeply inefficient - could have been resolved with a quick phone call. Hence, I'm gonna use suppliers that have a human face in future.
Perhaps they too did not like fact that a grown man would use the word 'Awksies'
@mikewsmith - That's the whole point - they don't have a call centre, apparently. Just have to turgidly exchange emails with a variety of 'support' staff.
And, in answer to your question, I have told them that the level of customer service is unacceptable, as is the time frame, and I have requested a complete refund. Fairly simple to resolve, wouldn't you say?
@mlnley1 - LOL! What the cluck was I thinking?
You could always switch to CRC.
Oh, hang on.
So to clarify what you said, the received the return and then it was lost on the way to Brooks? Definitely cause for a refund or replacement. I can see how the time stacks up though if you allow a week for each leg before you chase it then it's plausible.
And why not put the story in the first post? What is this, Facebook?
We do not currently offer a call centre facility, however if you get in touch via the Contact Us form a customer service representative will be happy to call you back upon request.
Why do you need a tracking number? You have an email from them stating they've returned it to Brooks.
Bought loads from Wiggle, always been very efficient. Had to return a couple of things because of issues (Schwalbe One tyre and some Northwave shoes) which were both solved very easily.
The advantage of email is that there's a record of the communication. Yocan both prove dates etc. Much better than forgotten phone calls.
No, I'm sorry, this isn't clear.
Wiggle returned the item to Brooks, and then what happened to it?
Then . . . . nothing. For a month. Until I message wiggle, only to receive a 'How did you return the bag? have you got a tracking number?' email.Almost like it's my fault that there was a problem.
Just show them the email they sent you saying that the bag was on its way to Brooks, and let them deal with it. They will. I've had similar issues from time to time, and they do deal with it extremely well.
Better than flouncing off on STW...
They're usually OK but when things do go wrong, it is a pain trying to sort it because you can't actually speak to anyone.
mikewsmith - Memberthere are 3 sides to every story...
Your Side
Their Side
The Truth
You are Gary Cherone and I claim my £5
Whenever I get a Wiggle package my kids physically fight me to steal the Haribo.
This isn't making me feel better. I must have done something to upset them but I just don't know what it is. I've tried talking to them about it but can I find a bloody number to call them on? No. They just hide behind the anonymity of their website and point and laugh at me, sat there all alone with no Haribo.
@Paul@RTW -Hahahaha! Yup, that about sums it up. In fairness, they did send Haribo. But I don't like Haribo, so I sent them back too.
Obviously, I would like to be able to report back that it's all been swiftly and courteously resolved. That is still an option, so we'll see . . .
They are probably searching for a golden rivet,I have heard that can take a while.
I know I am risking blaming the victim here, but why let it go on for a month?
Honestly they are too big now to have stuff like this happen, just keep pestering in a polite manner and I'm sure it'll get resolved for you.
@ bongo hooha A fortnight or so seemed par, given the courier factor. Then I was away for a week or so. A month is a month, and to my mind is unacceptable.
Ultimately though, is it my job as a consumer to line-manage their returns protocols? Probably not.
always had good service from them.
My only slight gripe is the time they now take to process refunds - used to be a few days, now more like 10 days or more from dropping it off at a CollectPlus place to getting the refund processed email
They've already been brilliant with me.
However I sent them a cracked seatpost (special delivery and it's been signed for) two weeks ago after exchanging several emails and photos. I followed it up a week ago and then several times since and I've not heard anything. Not too bothered at the moment but we'll see how it goes.
Ordered a Brooks B3 leather bag as a gift for my wife for our anniversary (3 years = leather).
And a brooks bag was the best you could do, wife probably broke it on purpose 🙂
Only had to return one delivery to Wiggle and it took around ten days to get the refund email. I wonder if their returns department isn't big enough to handle the "I'll buy three sizes, keep the one that fits and return the others" type purchases?
I made sure I kept the CollectPlus receipt until I got the refund email, that way I had a separate confirmation that I had sent them the goods.
On the less helpful side, did you know the bag is designed for men?
[img] 
[/img]
On the more helpful side, contact them telling them you want final resolution within 72 hours/7 days as you prefer or, you will initiate a chargeback with your bank card issuer.
Ultimately though, is it my job as a consumer to line-manage their returns protocols? Probably not.
probably not, but there are two parties involved here, yeah you're a customer but you've an interest in the outcome, so to sit there passively while nothing happens...well, soon enough it'll be a month, and nothing will have happened. Sure they should've sorted it out for you, but we're all human and your return clearly fell through the gaps, as these things do occasionally, and if you want things done...well sometimes you have to get off your arse and sort it out.
If they had a helpline, then you would not have been unlikely to buy the bag at a 30% discount as that cost would have to be paid for. Also, if they did, you would probably be on here moaning about why you have to wait so long for them to answer the phone!
Yes, unfortunately there has been an issue, but running and complaining online isn't really the way to go about it, is it!?
I think they're great.
Order loads of stuff to try on and find the right one, that fits best, at your leisure.
Package up the rest and return (for free) them a month or 2 later for a full refund
Although sometimes i don't get any haribo and 50% of the time its not the sour ones 🙁 i did complain to them about missing my haribo once, but i think the person i was on a 'chat' with from their website had had a personality bypass....
That reminds me, i must send back that stuff i ordered in April fro a full refund!!!
Gary M - a £200 present isn't too shonky! 😉
Buckster - a slightly effete man-bag, but a very cool ladies bag. Mrs B loved it.
Ginger one - a bit harsh, but if only they could be as swift as the STW community! I dealt with them 1st, and came to the forum 2nd, and most helpful it has been too! Fair point about discount tho.
I'll resist the temptation to comment while they still have my item hostage.
Tweet them a link to this thread.
@Wigglebikeshop
Their strapon range seems to have far fewer colour options than CRC.
After a while I found it was cheaper to just buy the haribo
Their strapon range seems to have far fewer colour options than CRC.
*s*****
there are 3 sides to every story...
Your Side
Their Side
The Truth - normally somewhere between the 2 others....
So if you say 2+2=4
and I say 2+2=5
then 2+2=somewhere between 4 and 5?
🙂
My Knog Blinder light went on the blink after 18 months. Sent them an email, they replied within 12hrs to say send it back, they'll pay the postage and send me another. First problem I've had with a product and they've been faultless.
Mixed experiences here - including paying for faster delivery and it taking forever... Missing returns after confirmed as returned.
Have to say I've had all good experiences with Wiggle so far (including returns), but I was shocked when there was no Haribo in my last order... just a silly tablet thing used for cleaning dentures I think ?
... OP hope you get a refund sorted soon
To be fair, all companies drop the ball from time to time. Nothing will ever stop mistakes from being made. We dealing with humans.
In my experience living in NZ they deliver with a good time, prices are great and their returns have always been quickly processed.
They are one of the worst companies around if something goes wrong. The main problem being you can't phone them, they don't respond to emails and their 'callback' service only seems to exist on paper.
Set of Pikes being warrantied, sent them back and they forwarded to SRAM/Fisher. A month in got told it was warranty and I'd get a new set, then waited over another month being ignored etc before they basically said they had no idea what was happening and had no idea where the forks were. Eventually I just got my money back. Two months + off the bike.
Comparing them to the obvious, CRC, every time I have had a problem I've phoned them and they've sorted it. It's not difficult to have a phone.
[i]Comparing them to the obvious, CRC[/i]
I wonder if the CRC call centre will be one of the victims of the Wiggle take over?
Can't see Wiggle opening one to fall in line with CRC's practices.
Bodgy, You have a girlfriend who appreciates bicycle realted leatherwear (exceptional taste), yet you don't like Haribo (disasterous taste). So I'm not sure what to make of you yet 😆
The most annoying thing is that even though it was presumably pretty obvious that it was return of a product that was defective on arrival they didn't send out a replacement to you immediately.
Them requiring chasing rather than proactively chasing manufacture and updating you - normal for any retailer IMHO.
The cock up in last response to you - depends on if all the reference numbers etc were included in your email and they just didn't bother to bring up the history or not.
Overall I think you've called it a bit early, they may still sort this out and redeem themselves.
The most annoying thing is that even though it was presumably pretty obvious that it was return of a product that was defective on arrival they didn't send out a replacement to you immediately.
That's what I don't get.
Your legal contract of sale is with Wiggle. If they decide to send a return to Brooks, the distributor or the Queen, that's their problem; I'd still be expecting a replacement by return, or my money back. Once the sent-away product comes back, they can put it back in their stock. Everyone's a winner.
Having to wait a month whilst they faff around 'fixing' a brand new product that was faulty out of the box is ludicrous, and why would you want (or indeed, accept) what is essentially then a refurbished product?
In true STW style, I have not read most the thread. After how long had the fault developed? If within the first month, like Cougar, I would have expected a refund/exchange.
Even after a month I have had Wiggle send out replacements, tho.
Just seems like something has fallen through the cracks, as this doesn't seem to be usual operating procedure.
[i]After how long had the fault developed?[/i]
6 minutes 35 seconds.
[i]"buckster - Member
On the less helpful side, did you know the bag is designed for men?"[/i]
no sign of a man bun in any of those ss leather bag toting pics - might be a man's bike but that is a flat chested female
usually very happy with wiggle but I did lose it once in similar circumstances - goods faulty on arrival and a long winded needs assessment pile of dross - retailer responsible not their supplier. (a full stop)
Just for balance - I hate Haribo. They taste like soap.
You are Gary Cherone and I claim my £5
A bit extreme?
CRC are indeed very good - always dealt brilliantly with any issue I've had
Really hope the takeover means Wiggle get CRC's service and not the otehr way around.
I've had a pretty good experience of them as a consumer. I was a customer of the shop that eventually because the Wiggle behemoth and its been amazing to watch [s]take over the world[/s] expand.
They are however a disaster zone to work for. Can't put too much detail down as it would get current HR & management types in trouble but it's fair to say it has grown faster than its infrastructure could manage and as a result has treated some employees dreadfully.