Wiggle - Customer Service

FeltF1

Hi,

I would be interested to hear customer feedback on wiggle after sales service.

I have been a customer of Wiggle now for over a year and found their website, delivery and product quality to be excellent.

However, I never had a problem with their goods before, until now.

I ordered a turbo trainer and the product was faulty. I need a replacement part. My initial query was not answered. My second email was with a promise to send out a replacement. I have not heard from them since, have sent a number of emails and cannot contact them by telephone. If this keeps up I will never purchase from them again.

I cannot believe that a company would choose to (a) not answer customer service emails or (b) not have a system in place to handle it.

I had a similar problem with goods from Amazon recently and they were 100% brilliant in their handling of the matter. Why do Wiggle leave themselves short?

Has anyone else experienced the Wiggle after sales customer service? If so, how was it for you?

Sincerely,

Felty, London.

Crankmeister

I placed an order the other week and payed the extra for express delivery i had to email them 4 days later to ask why they hadnt despatched my parcel. so i wasted the extra cash to get it next day.
i emailed them again to complain about their lack lustre performance which in return earned me a run of the mill automated reply.
so i choose to use other companies now.this doesnt mean no one else should use them.
they let me down so now i shop else where.

amaferanga

Crankmeister wrote:

I placed an order the other week and payed the extra for express delivery i had to email them 4 days later to ask why they hadnt despatched my parcel. so i wasted the extra cash to get it next day.
i emailed them again to complain about their lack lustre performance which in return earned me a run of the mill automated reply.
so i choose to use other companies now.this doesnt mean no one else should use them.
they let me down so now i shop else where.

I had a similar experience (express delivery taking a few days) and simply emailed them and asked politely if they would refund the postage.... and they did.

jibberjim

Ordered some mountain bike studs as part of a larger order, the next day the order arrived, but instead of studs there was a box of spoke nipples.

Spoke nipples sent back, money+postage refunded, mountain bike studs came the next day.

Other than not sending spoke nipples instead of studs, there were no complaints. All other orders have gone well too.

solsurf

Mostly good, however I think they have become more and more expensive in the last 18 months and they don't seem to send stuff as quickly or pack it as well as they used to.

I think others are catching them up.

flasher

solsurf wrote:

Mostly good, however I think they have become more and more expensive in the last 18 months and they don't seem to send stuff as quickly or pack it as well as they used to.

I think others are catching them up.

Absolutely, they used to be my first port of call, not any longer.

Ands

Have had no problems for several years until recently. Purcahsed a box of 24 Mule Bars and they came with a shelf life of less than 8 weeks. OK, so they haven't done anything wrong but they weren't particularly helpful (they told me to sell some to my friends :roll: ) and I felt like they were offloading old stock onto me.

Anyway, I emailed Mule Bar to ask about shelf life and they said that less than 8 weeks shelf life was not the norm. They asked for my address and 24hrs later I arrived home to find a box of 24 Mule Bars on my doorstep (8 months shelf life). I love Mule Bars, love their customer service even more! Pity Wiggle couldn't have been as helpful.

hopper1

Ands wrote:

Have had no problems for several years until recently. Purcahsed a box of 24 Mule Bars and they came with a shelf life of less than 8 weeks. OK, so they haven't done anything wrong but they weren't particularly helpful (they told me to sell some to my friends :roll: ) and I felt like they were offloading old stock onto me.

Anyway, I emailed Mule Bar to ask about shelf life and they said that less than 8 weeks shelf life was not the norm. They asked for my address and 24hrs later I arrived home to find a box of 24 Mule Bars on my doorstep (8 months shelf life). I love Mule Bars, love their customer service even more! Pity Wiggle couldn't have been as helpful.

Hmmmm.... Seems like a good ploy to me... email Mule, give same sob story, arrive home to a free box of bars

Cheaper than a ZipVit promotion!!

Gazzaputt

Spent a shed load with Wiggle since they began, 2 bikes alone this year, and never once can I fault their customer service.

Their delivery method with City Link though stinks!

APIII

Never had a problem with them. I've had a few instances where I've ordered a product that wasn't in stock, only for them to email a few days later saying they can no longer get the item. However, they always credit your account with 10% of the order value when that happens, so good service in my book.

drewfromrisca

Ordered something Sat morning, arrived this morning. Always been tip top for me but agree, prices are rising.

alfablue

Still good as ever, the rising prices can be dealt with by asking for price matching (they always have when I have asked) and using your £5 newsletter preferences voucher (get one every time you change preferences). Also, never used priority delivery, free delivery has always been next day for me.

harpo

Had excellent customer service from them. Had few problems with wheel on a bike I bought they sent out a new one to replace it no questions. Same bike I had to tighten up the brakes/shifters, this stretched them so they sent a new pair. Again no questions. Free delivery comes as quick as express so never pay the extra. Always check around for prices so wouldn't be duped into just sticking with them out of lazyness. Use £5 off if over £50 and it normally makes them same as next cheapest or only pennies difference. Prices in accross the board are up due to exchange rate and import costs being higher.

If you've had a problem I'd up the stakes in your complaint and you might get better reply.