WIGGLE - USELESS

Va Va Boom

Apologies first of all if you use Wiggle and find them ok, as I have found them totally useless when it comes to posting paid for goods.

My goods were paid for several weeks ago and when you try to contact them (via email only) they send you generic emails stating waffle such as 'please allow for adverse weather conditions or post office industrial action'!!! I mean really, totally ridiculous.

They wount even chase the missing orders for a full 2 weeks after purchase.

I know they may price some stuff a few quid cheaper than some compeditors but from now on i'd rather pay a little more and shop in CRC were you goods arrive on time every time.

I wouldnt expect this sort of treatment from a dodgy ebay seller nevermind an established company.

Not going near them again......................rant over.

DaveHudson

Bought a few carbon bits to tart up the road bike on sunday, Used the free postage option, turned up yesterday.

I honestly can't fault them, Always had good service.

Are you ordering obscure items, or out of stock items?

ShutUpLegs

DaveHudson wrote:

Bought a few carbon bits to tart up the road bike on sunday, Used the free postage option, turned up yesterday.

I honestly can't fault them, Always had good service.

Are you ordering obscure items, or out of stock items?

What zipvit freebie did you get?

Scrumple

Zzzzzzzzzzzzzzzzzzzzzzzz


move on

DHTT

You should of read this before hand:

http://www.bikeradar.com/forums/viewtop ... t=12692260

DaveHudson

ShutUpLegs wrote:

DaveHudson wrote:

Bought a few carbon bits to tart up the road bike on sunday, Used the free postage option, turned up yesterday.

I honestly can't fault them, Always had good service.

Are you ordering obscure items, or out of stock items?

What zipvit freebie did you get?

2 x blackcurrant energy gels, May have to donate those to my brother for his london marathon attempt. Make him feel sick half way round

rozzer32

Ooooo you get zipvit freebies now??

Ordered some new cables on Tuesday from Wiggle so I'm hoping they will be here tomorrow.

I'v never had any problem with them before.

Speak to speed_king about them, he has lots of comments to share.

chris7

I've been having trouble with them too but in fairness to them it's not really their fault.

My problem with them is that they use Royal Mail for most deliveries and they are a nightmare in my area. The postman recently admitted that there was a mountain of undelivered parcels in the sorting office as the guy who delivers them was on holiday!

It's saving me a fortune though as I've stopped making little orders of things I didn't really need but was impulse buying. Now just put things in my wish list and occasionally order when I really need something then decide if I really need the things on my wish list. Put in the notes on the final order page asking them to use City lInk rather than Royal Mail and it'll generally turn up within a day or two.

ADIHEAD

DHTT wrote:

You should have read this before hand:

http://www.bikeradar.com/forums/viewtop ... t=12692260

We do love our Speedking

http://www.youtube.com/watch?v=p0rAP87B7UA

rolf_f

I blame Wiggle.......

garrynolan

Va Va Boom wrote:

Apologies first of all if you use Wiggle and find them ok, as I have found them totally useless when it comes to posting paid for goods.

My goods were paid for several weeks ago and when you try to contact them (via email only) they send you generic emails stating waffle such as 'please allow for adverse weather conditions or post office industrial action'!!! I mean really, totally ridiculous.

They wount even chase the missing orders for a full 2 weeks after purchase.

I know they may price some stuff a few quid cheaper than some compeditors but from now on i'd rather pay a little more and shop in CRC were you goods arrive on time every time.

I wouldnt expect this sort of treatment from a dodgy ebay seller nevermind an established company.

Not going near them again......................rant over.

If you're up North, you could just take a run up to Doagh to CRC - but your stuff direct...

JRooke

Love it when people order from a really good company then call them "ridiculous" when the mail man messes it up, wake up...

petemadoc

JRooke wrote:

Love it when people order from a really good company then call them "ridiculous" when the mail man messes it up, wake up...

I disagree

I run an online shop. If Royal Mail lose a parcel (which they often do) you can't expect a customer to wait 2 weeks. They should re-send it to keep the customer happy. Crappy generic emails are not good enough for a big company like Wiggle.

A measure of customer service is not how a company does the normal day to day stuff it's how they deal with a problem like this one.

Va Va Boom

@petemadoc exactly. I fully understand royal mail do lose items but demanding I wait 2 weeks before they follow it up is crazy. They also asked me to call in with my neighbours and travel to my local sorting office to check it wasnt there.... surprise surprise it wasnt. Total waste of time.

I ordered a Leyzne pump and 2 look water bottles, so they werent out of stock items, and i would suspect the parcel should be of a size that wouldnt be easily lost.

Just seems strange that other companies orders arrive ok.

Like you say petemadoc, most of my anger isnt at the lost of the item but at the complete dissmissive way Wiggle handle the situation - uninterested and unprofessional.

petemadoc

Va Va Boom wrote:

@petemadoc exactly. I fully understand royal mail do lose items but demanding I wait 2 weeks before they follow it up is crazy. They also asked me to call in with my neighbours and travel to my local sorting office to check it wasnt there.... surprise surprise it wasnt. Total waste of time.

To be fair we would ask customers to do this too before offering to re-send. Maybe not travel to the depot but give them a call. Probably 7 times out of 10 the depot have the parcel or a neighbour has it. Some naughty posties can't be bothered to leave the little red card.

Pokerface

From the Royal Mail website:


"Please wait 15 working days (from the due date of delivery) before completing this form as we would not consider an item as lost until 15 working days have elapsed. We allow the 15 working days for items to be returned to the sender if there are any delivery problems."



All Wiggle are saying is they can't chase it up until Royal Mail officially decides it's missing. Why should they send you another delivery in the meantime?

richk

Whatever happened to the "please allow 28 days for delivery" that used to be considered completely normal not so long ago?

petemadoc

Pokerface wrote:

From the Royal Mail website:


"Please wait 15 working days (from the due date of delivery) before completing this form as we would not consider an item as lost until 15 working days have elapsed. We allow the 15 working days for items to be returned to the sender if there are any delivery problems."



All Wiggle are saying is they can't chase it up until Royal Mail officially decides it's missing. Why should they send you another delivery in the meantime?

You are completely right. But, imagine you order something on a Monday needing it for an event at the weekend, Royal Mail loose the parcel, you then have to wait 3 weeks before you can get the part you need.

I appreciate the company doesn't have to do anything before the 3 weeks are up but it would be pretty pants customer service if they didn't IMO.

schweiz

PeteMadoc wrote:

Pokerface wrote:

From the Royal Mail website:


"Please wait 15 working days (from the due date of delivery) before completing this form as we would not consider an item as lost until 15 working days have elapsed. We allow the 15 working days for items to be returned to the sender if there are any delivery problems."



All Wiggle are saying is they can't chase it up until Royal Mail officially decides it's missing. Why should they send you another delivery in the meantime?

You are completely right. But, imagine you order something on a Monday needing it for an event at the weekend, Royal Mail loose the parcel, you then have to wait 3 weeks before you can get the part you need.

I appreciate the company doesn't have to do anything before the 3 weeks are up but it would be pretty pants customer service if they didn't IMO.

If you want something that quick then go to your LBS.

But then again if it’s a small LBS, and you need an obscure part then they’ll have to order it in anyway and you wouldn’t have it for the weekend.

The problem is that we have been spoilt in the last 5 years with prices much less than RRP and 1-2 day delivery.

You want to try living here where some places haven’t quite got to grips with online shopping

Example 1:

Ordered new Rear Derailleur with pick up at store as, with a small detour, it can be on my way home from work. I was emailed a receipt with a pick up reference number. The next day I turned up and it wasn’t in stock and I was told it would be 2-3 days.

Example 2:

Ordered a kettle. Paid by bank transfer (no CC option). Then had to wait 26 days for it to arrive. No communication and when it did finally arrive it had a European plug on it and not a Swiss one


Example 3:

Ordered some Rollers. Were shown as in stock. One week later I get a reply saying they are out of stock for another month.

They are real problems to complain about regarding customer service, not the fact that Royal Mail have cocked up with the delivery. In the OP's case, I wouldn’t expect Wiggle to resend it.

But then again, as has been pointed out already, I am old enough to remember writing a letter to shops in the back of cycling weekly, paying by postal order, expecting to allow 28 days for delivery and being made up when stuff arrived within 10 days!

Pokerface

Pete - simple question (and not meaning any offense): How many orders do you process a day?

Mr Dog

My last order from Wiggle was messed up too. Took payment but due to an administrative error sent no goods. Contacted them by phone twice before the goods finally arrived a week after the order date.

maddog 2

just to introduce some statistical rigour here.....

a sample of one is never representative.

If you intend to draw inferences then you need more than one data point.

joshvoulters

maddog 2 wrote:

just to introduce some statistical rigour here.....

a sample of one is never representative.

If you intend to draw inferences then you need more than one data point.

Quite right.

My experience with Wiggle is as follows: ordered an item, cheaper than elsewhere, got it within two days, very satisfied.

CyclingBantam

chris7 wrote:

I've been having trouble with them too but in fairness to them it's not really their fault.

My problem with them is that they use Royal Mail for most deliveries and they are a nightmare in my area. The postman recently admitted that there was a mountain of undelivered parcels in the sorting office as the guy who delivers them was on holiday!

It's saving me a fortune though as I've stopped making little orders of things I didn't really need but was impulse buying. Now just put things in my wish list and occasionally order when I really need something then decide if I really need the things on my wish list. Put in the notes on the final order page asking them to use City lInk rather than Royal Mail and it'll generally turn up within a day or two.

It show's how it is difficult for companies. I hate it when they use Citylink as it is just totally inconvenient for me where as the post office is excellent.

Never thought of asking them via the notes to not use a courier :oops: but will be doing that from now on.

CyclingBantam

Mr Dog wrote:

My last order from Wiggle was messed up too. Took payment but due to an administrative error sent no goods. Contacted them by phone twice before the goods finally arrived a week after the order date.

Not sure how you can say they 'finally' arrived after 1 week from ordering.

Like people have mentioned, just because we are used to having stuff two days after order date it doesn't mean we can kick off if it doesn't.

If someone needs something for an event, IMO they are a fool if they only order it a few days before and hope it arrives. I appreciate people can't always order further in advance but that isn't the stores problem.

I wouldn't be surprised if it said something about waiting 14 days for orders on wiggles website.

We want everything now and can't seem to cope on the odd occasion we don't get it.

Pokerface

small orders from Wiggle are sent via Royal Mail and are not tracked. If Wiggle were to just send out a new replacement order every time there was a delay, people could just say they didn't get their item and rip them off.

They have to wait the 15 days before RM will trace it. How is this Wiggle's fault?

Stuff happens. Even big courier companies lose packages.

avoidingmyphd

Pokerface wrote:

small orders from Wiggle are sent via Royal Mail and are not tracked. If Wiggle were to just send out a new replacement order every time there was a delay, people could just say they didn't get their item and rip them off.

They have to wait the 15 days before RM will trace it. How is this Wiggle's fault?

Stuff happens. Even big courier companies lose packages.

It's not wiggle's fault. But it would be better customer service to
take the risk of being ripped off
use tracked deliveries
use a different delivery company with tighter control over its deliveries
etc.

Doesn't mean they have to, or that I agree with the thread title, but it's legitimate to criticise it.

JRooke

I think Wiggle are awesome, order rollers, free delivery, arrived 2 days later, item had been damaged by courier, sent it back, within 3 days of me posting it back i had received new ones, think they are absolutely amazing over there, they don't deserve being ranted at when they are pretty clear with their terms and conditions.

rozzer32

My cables arrived today and a free Zipvit gel (but I hate Zipvit products :roll: )

Great job Wiggle!!

rake

dont get upset if you never see your goods. Its nobodys fault. harden up.

peter101cycle

Don't believe this has been made into a thread but the only thing Wiggle may be guilty of is a bit lax on customer service. Royal Mail, etc etc is irrelevant......