Wiggle - You're having a giggle.

Zingzang
Zingzang Posts: 196
edited December 2010 in Road buying advice
I thought people should know about the bad experience I have had with my recent order from Wiggle.

3 weeks ago I made an order consisting of one pair of Descente shorts and one pair of Assos shorts, and paid for them in full using Paypal. The Descente pair arrived promptly but the Assos pair was out of stock and had to be sent out two weeks later; nothing wrong with that, as it did say at the time of purchase that the second pair of shorts were not in stock.

When the second package arrived, it was not the Assos shorts I had ordered but a base layer I hadn't. I was a little put out because exactly the same thing had happened in my previous order with Wiggle only a few weeks before: i.e. I was sent the wrong item. On that occasion a very understanding customer service man told me to keep the wrongly sent item and promptly sent out the item I had ordered.

Back to the present case. I emailed Wiggle to put them in the picture about the latest wrongly sent item. Trying to get them to understand the plain facts of the matter was an uphill battle. I dealt at first with someone who simply could not read what was in front of him, and after an exchange of about eight emails he got spectacularly confused between the first pair of (Descente) shorts I had successfully received, the second pair (Assos) I hadn't and the base layer I should never have been sent. He had to hand matters over to a customer services manager, who I did at first believe understood the situation. At my request she promised to send out the Assos shorts at the new discounted price (discounted 20% since the order I made 2 weeks before) and asked me to return the base layer that had been sent in error.

I returned the base layer and within 2 days received a refund for my postage costs. That was last week. Since then I sent two emails to ask when I would be receiving the Assos shorts I had still got on order and paid for, but apart from the automated acknowledgement of receipt of my messages I received no reply to them.

Sensing that something was wrong, I yesterday took up the matter with Paypal, in the hope that they would have better success in convincing Wiggle to either send me my shorts or give me a refund. This got a response from Wiggle, but it was not the response I had hoped for. The customer service manager who had had to take over previously emailed to apologise for the delay in replying to my previously unanswered emails. She made no mention of the fact that I had opened a case with Paypal for non-receipt of goods. She told me she would be happy to send out the shorts but I would need to pay for them first. I pointed out that I had already paid for them three weeks ago. She then emailed to say that according to her records I had simultaneously received a Paypal refund for the cost of the shorts as well as the cost of returning the base layer. I emailed to say her records were incorrect as I had only received the £3.49 refund for what I spent on returning the base layer. I have checked my Paypal account, my bank account and my credit card account and the only refund made has been the £3.49.

The position I am now in is that Wiggle say they have refunded me and I need to pay for the shorts again if I want them sending out. The reality is the other way round in that they owe me money, either the full cost of the shorts if they don't intend to send them, or the promised discount if they still intend to.

I have spent over £3000 with Wiggle this year and had believed they were a cut above other retailers, particularly in the customer service department. Most of my previous experience with them confirms that view, but their handling of my last two orders seems to suggest they are not on top of their game any more.

I will post an update when something happens; maybe it'll all come good in the end. Meanwhile I would be interested to hear if anyone else has ever been sent the wrong items by Wiggle or had less than satisfactory customer service.
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Comments

  • ShutUpLegs
    ShutUpLegs Posts: 3,522
    I received an order once without any Haribos.

    Their Assos supply seems to be slightly erratic and always on backorder. I usually order from Primera as they actually hold stock.
  • redvee
    redvee Posts: 11,922
    All my refunds from Wiggle have been on hold for 3-4 days but they do end up being credited to my Paypal account.
    I've added a signature to prove it is still possible.
  • Another ex-wiggle customer here, of late and since they have received such accolades’ as best online cycle retailer, No Haribos, late shipments, shipments to wrong address, (then you have to wait 10 days so they can, either re-send or refund which takes a few days to sort), dodgy pricing, suspect stock levels, enough was enough for me and like the OP I have spent a few bob with them, so goodbye Wiggle hello CRC, PBK et al.
  • Pokerface
    Pokerface Posts: 7,960
    If your emails to them are as long as your post, then I can understand why they got confused! I nearly fell asleep in the middle there. :lol::lol:


    But seriously - you just had some bad luck. For every one person that has something go wrong, Wiggle have 99 people who are more than happy.

    I have also spent thousands of quid with them and have, on occasion had problems. Always sorted out.

    The one problem you may be having is that the same person doesn't always reply to your emails. If they get bounced around to a few people, confusion sets in.

    Suggest you try again to contact them and SIMPLY and CONCISELY explain what happened. They will sort you out. Refer to your order history and order numbers to help them.

    You are not their only customer - they have thousands to deal with. Complaining to us won't help - but complaining to them will!

    Good luck in getting it sorted and keep us posted when they eventually DO sort you out (and they will).
  • Haven't bought anything from Wiggle for ages.....now use CRC a lot (for winter clothing recently) and the shipping from Ireland is super-quick usually (except the the weather slows everything down like recently).

    Never had a problem whatsoever to date....would also recommend some eBay shops (High on Bikes is a good place to get some stuff).
    Summer - Dolan Tuono with Sram Force and Dura-Ace 7850 CL Carbon wheels
    Winter - old faithful Ribble winter bike
    SugarSync cloud storage referral link (better than DropBox atm imho) https://www.sugarsync.com/referral?rf=mzo2tcrhm5gn
  • Ginjafro
    Ginjafro Posts: 572
    Sounds like you are entering a kafkaesque customer service nightmare......

    This usually starts of innocently - a cocked up order that quickly degenerates into farce and frustration. In my experience it tends to be caused by at least two deadly factors:
    1. A complete imbecile at the bottom of the food chain in command of your order/account
    2. A complete bastard (manager) further up who doesn't really care and will make it even worse.

    Not very helpful I'm sure but it might be worth bypassing them all and sending a snotty email to the Managing Director if you can find their address.
    Giant XTC Pro-Carbon
    Cove Hustler
    Planet X Pro-Carbon
  • I still rate them, and still use them for just about everything.

    Did have a weird one a few weeks ago. Had to return a cyclescheme piece of clothing. So no "account" to return it and no returns process.

    Sent it back RM special delivery with a note. As they told me to do.

    Few days passed. Emailed to ask them, said they hadn't received it, told them they'd signed for it.

    Then had an email from one CS rep to the senior one saying "Customer claims we have signed for it!"

    It wasn't a CC, just a misdirected email. Nothing bad in it. Just a bit odd.
    My blog: http://www.roubaixcycling.cc (kit reviews and other musings)
    https://twitter.com/roubaixcc
    Facebook? No. Just say no.
  • Scrumple
    Scrumple Posts: 2,665
    The trouble with the internet is everyone thinks you want to know all the crap in their lives.

    I have enough crap of my own to care. £3k, and you have one bad issue. Get over it.
  • Mr Dog
    Mr Dog Posts: 643
    Have nothing but good things to say about Wiggle, but it must be frustrating. As the thing rumbles on in must get more complex for all concerned. Try and remain calm and keep it simple with dates etc. Hope you get it sorted as they are the beat mail order company I used so far, with CRC a close secound. 8)
    Why tidy the house when you can clean your bike?
  • Supergoose
    Supergoose Posts: 1,089
    Scrumple wrote:
    The trouble with the internet is everyone thinks you want to know all the crap in their lives.

    I have enough crap of my own to care. £3k, and you have one bad issue. Get over it.

    That's a nice attitude you've got there. Imagine the boot was on your foot for a minute, do you think you'd be patient as pie? A wee bit of understanding for your fellow forumite.

    Can you feel the love? :)

    To the OP hang in there, a bit of perseverance will see a satisfactory outcome. As mentioned earlier these things always turn out right in the end.
    Rock 'n' Roule
  • Scrumple
    Scrumple Posts: 2,665
    I should have included a wink, it would have softened it. It was meant to be a bit tongue in cheek, although the internet leaves out the grin.

    I was up until after 2am watching the cricket. I'm cranky.... you wanna hear about it??


    :oops: :wink:

    (do not get me started on emoticons, I hate them)
  • TheTroll
    TheTroll Posts: 5
    edited December 2010
    Ginjafro wrote:

    Not very helpful I'm sure but it might be worth bypassing them all and sending a snotty email to the Managing Director if you can find their address.

    They appointed a new CEO 12 months ago.

    From his wiggle blog: "I am a professional manager by trade not a career bike geek, cycle industry aficionado or semi-pro rider"

    Personally I've only had good experiences with them, they used to be very competitive - now they're just about competitive.
  • Zingzang
    Zingzang Posts: 196
    Pokerface wrote:
    If your emails to them are as long as your post, then I can understand why they got confused! I nearly fell asleep in the middle there. :lol::lol:


    But seriously - you just had some bad luck. For every one person that has something go wrong, Wiggle have 99 people who are more than happy.

    I have also spent thousands of quid with them and have, on occasion had problems. Always sorted out.

    The one problem you may be having is that the same person doesn't always reply to your emails. If they get bounced around to a few people, confusion sets in.

    Suggest you try again to contact them and SIMPLY and CONCISELY explain what happened. They will sort you out. Refer to your order history and order numbers to help them.

    You are not their only customer - they have thousands to deal with. Complaining to us won't help - but complaining to them will!

    Good luck in getting it sorted and keep us posted when they eventually DO sort you out (and they will).

    Yes, sorry about the length of the opening post.
    I can assure you that none of my emails to Wiggle have been longer than 5 lines in length, and all written SIMPLY and CONCISELY. But still they appear not to understand.
    And complaining on here may help others even if it doesn't help me; retailers are not immune to negative public opinion.
  • Supergoose
    Supergoose Posts: 1,089
    Zingzang wrote:
    retailers are not immune to negative public opinion.

    Quite, but the overwhelming consensus is that Wiggle do it right. Perhaps not 1st time every time but when you are dealing with the volume of orders they are then mistakes will be made. No ones perfect.

    I am kind of lost with your posts to be honest. I would start again with Wiggle stating the situation as it is now and how you'd like to see it resolved. If you convey these points in a civilised polite manner. (Even though you are rightly hacked off at someone's mistake) then you should see some agreeable outcome.

    8)
    Rock 'n' Roule
  • sturmey
    sturmey Posts: 964
    In my experience it tends to be caused by at least two deadly factors:
    1. A complete imbecile at the bottom of the food chain in command of your order/account
    2. A complete bastard (manager) further up who doesn't really care and will make it even worse.

    +1

    Because of Wiggle's insistence on dealing with customers via email only, we have to rely on their sales staff/ advisors to have adequate levels of literacy to be able to read and understand our emails and therefore our problem.
    The OP has explained his problem clearly enough to us and presumably has done so in similar fashion to the sales@wiggle genius who first dealt with his problem, so we can safely assume this emplyee must be a person in category 1(above) and that he has probably passed the matter on to someone in category 2.
  • Zingzang wrote:
    I thought people should know about the bad experience I have had with my recent order from Wiggle.

    3 weeks ago I made an order consisting of one pair of Descente shorts and one pair of Assos shorts, and paid for them in full using Paypal. The Descente pair arrived promptly but the Assos pair was out of stock and had to be sent out two weeks later; nothing wrong with that, as it did say at the time of purchase that the second pair of shorts were not in stock.

    When the second package arrived, it was not the Assos shorts I had ordered but a base layer I hadn't. I was a little put out because exactly the same thing had happened in my previous order with Wiggle only a few weeks before: i.e. I was sent the wrong item. On that occasion a very understanding customer service man told me to keep the wrongly sent item and promptly sent out the item I had ordered.

    Back to the present case. I emailed Wiggle to put them in the picture about the latest wrongly sent item. Trying to get them to understand the plain facts of the matter was an uphill battle. I dealt at first with someone who simply could not read what was in front of him, and after an exchange of about eight emails he got spectacularly confused between the first pair of (Descente) shorts I had successfully received, the second pair (Assos) I hadn't and the base layer I should never have been sent. He had to hand matters over to a customer services manager, who I did at first believe understood the situation. At my request she promised to send out the Assos shorts at the new discounted price (discounted 20% since the order I made 2 weeks before) and asked me to return the base layer that had been sent in error.

    I returned the base layer and within 2 days received a refund for my postage costs. That was last week. Since then I sent two emails to ask when I would be receiving the Assos shorts I had still got on order and paid for, but apart from the automated acknowledgement of receipt of my messages I received no reply to them.

    Sensing that something was wrong, I yesterday took up the matter with Paypal, in the hope that they would have better success in convincing Wiggle to either send me my shorts or give me a refund. This got a response from Wiggle, but it was not the response I had hoped for. The customer service manager who had had to take over previously emailed to apologise for the delay in replying to my previously unanswered emails. She made no mention of the fact that I had opened a case with Paypal for non-receipt of goods. She told me she would be happy to send out the shorts but I would need to pay for them first. I pointed out that I had already paid for them three weeks ago. She then emailed to say that according to her records I had simultaneously received a Paypal refund for the cost of the shorts as well as the cost of returning the base layer. I emailed to say her records were incorrect as I had only received the £3.49 refund for what I spent on returning the base layer. I have checked my Paypal account, my bank account and my credit card account and the only refund made has been the £3.49.

    The position I am now in is that Wiggle say they have refunded me and I need to pay for the shorts again if I want them sending out. The reality is the other way round in that they owe me money, either the full cost of the shorts if they don't intend to send them, or the promised discount if they still intend to.

    I have spent over £3000 with Wiggle this year and had believed they were a cut above other retailers, particularly in the customer service department. Most of my previous experience with them confirms that view, but their handling of my last two orders seems to suggest they are not on top of their game any more.

    I will post an update when something happens; maybe it'll all come good in the end. Meanwhile I would be interested to hear if anyone else has ever been sent the wrong items by Wiggle or had less than satisfactory customer service.
    Wiggle are not as cheap as they were.I always buy shorts in a shop,less hassle only a small bit dearer.

    In fact I can buy assos shorts cheaper in my local shop.If you shop around I bet there is not much difference in price,where you live as well
  • TiBoy
    TiBoy Posts: 366
    I stopped using Wiggle as my choice of online bike shop a couple of years ago when I wanted to buy a Focus Cayo but it was out of stock, I sent 3, polite and friendly, e-mails asking when it was due in and did not receive a single reply. I went and spent my money with Sunday (now Sabbath) and don't regret it.
    If you are still after some Assos quality shorts for less money (although my Assos did bobble badly and the arse wore out) try Shutt, they are great guys and their kit it top notch for the money.
    http://www.shuttvr.com/shop/search.php?id=32
    Sunday September Ultegra SL
    Raleigh and BSA single speed
    Specialised Rockhopper comp disc
    And some others
  • fleshtuxedo
    fleshtuxedo Posts: 1,853
    I blame Wiggle
  • clx1
    clx1 Posts: 200
    I've lost count of the number of orders I have placed with Wiggle, never had a problem with any of them.
  • Philby
    Philby Posts: 328
    I'm intrigued (and jealous) by what you have spent 3 grand on with just one on-line bike shop!

    Anyway not good form from Wiggle - I have started using Ribble more recently as their prices are more competitive - and they don't email you every 5 minutes with spurious offers.

    Might be worth paying by credit card in future - and if there is any problems you should be able to claim from the credit card company.

    Good luck in resolving the problem.
  • CLX1 wrote:
    I've lost count of the number of orders I have placed with Wiggle, never had a problem with any of them.
    Same here, and reading this wont put me off using them in the future,mistakes get made and i,m sure Wiggle will want to sort it out.
  • Gazzaputt
    Gazzaputt Posts: 3,227
    I Love Wiggle me.

    Spent £1000s over the years with no problems.

    Agree that they aren't the cheapest anymore.
  • Pokerface
    Pokerface Posts: 7,960
    Philby wrote:
    I'm intrigued (and jealous) by what you have spent 3 grand on with just one on-line bike shop!

    Personally, I've bought bikes, loads and loads of clothing, spare parts, more clothing, tools, bar tape, water bottles, shoe parts, brake pads, cables, shims, magnets, frame protectors, etc, etc.


    All just to get some free Haribo. :oops:
  • jonmack
    jonmack Posts: 522
    Philby wrote:
    I'm intrigued (and jealous) by what you have spent 3 grand on with just one on-line bike shop!

    Anyway not good form from Wiggle - I have started using Ribble more recently as their prices are more competitive - and they don't email you every 5 minutes with spurious offers.

    Might be worth paying by credit card in future - and if there is any problems you should be able to claim from the credit card company.

    Good luck in resolving the problem.

    Between Oct 2009 and March 2010 I spent £4300 at Halfords!

    I've used Wiggle, Ribble, PBK. Cyclestore, CRC, Always Riding, and a number of other stores in the past and never had any issues at all!

    I always pay for everything on my CC, even if it's through PayPal I always select my CC, then if any issues occur I can go straight to the bank instead of PP, I've found PP to be hit or miss with claims.

    To OP, sounds like miscommunication and unfortunate circumstances surrounding your order. I hope you get it sorted.
  • MrChuck
    MrChuck Posts: 1,663
    kettrinboy wrote:
    CLX1 wrote:
    I've lost count of the number of orders I have placed with Wiggle, never had a problem with any of them.
    Same here, and reading this wont put me off using them in the future,mistakes get made and i,m sure Wiggle will want to sort it out.

    +1

    The OP's experience does suck, but if you will only buy things from retailers who have never made a mistake and seriously inconvenienced people as a result you will have a very, very short list to choose from.
  • Zingzang
    Zingzang Posts: 196
    An interim update.

    Wiggle's behaviour gets more and more bizarre.

    The customer service manager is now seriously suggesting that the payment I made for the original order on 14th November was not a payment FROM me, but a payment TO me FROM them. You really couldn't make it up. She has clearly seen the credit from me in Wiggle's Paypal account and read it as a debit. Bless!

    Incredibly she is still asking me if I want to pay for the shorts so that they can send them out.
  • Percy Vera
    Percy Vera Posts: 1,103
    Ask to speak to her line manager, keep going up the chain until you get someone competent
  • ShutUpLegs
    ShutUpLegs Posts: 3,522
    Percy Vera wrote:
    Ask to speak to her line manager, keep going up the chain until you get someone competent

    Wiggle have managers? :shock:
  • spasypaddy
    spasypaddy Posts: 5,180
    ive had nothing but good service from them today. ordered rollers and socks, socks went out of stock in the interim. they emailed me to say this and that tehy were going on back order. i used their contact page to suggest i wasnt bothered about colour just warm feet.

    an hour later i get a reply saying that they will dispatch two other colours (dont know, dont care which as they will be used with full bibs and boots so arent visible).

    I replied saying in the meantime id discovered a £5 voucher code meant to be used on orders over £50. The guy applied it for me and the socks were dispatched today as well as my rollers.

    Excellent service.
  • jairaj
    jairaj Posts: 3,009
    Sorry to hear about your troubles Zingzang. Seems like Wiggle have got themselves very confused. I've been in a similar situation with my telephone company. The best you can do is try to keep calm no matter how idiotic they get. Try to provide as much info as you can and just sit it out. Its clearly there in the paperwork who has paid what etc so just have to wait for them to figure it out. Also try to speak to someone on the phone rather than through email.

    For what its worth I've only had good experiences with Wiggle, so far its all been straight forward.