Wiggle - use extreme caution!!

Bar Shaker

On the Tues 4th Sept I ordered a jersey and a pair of socks from Wiggle. I asked for express delivery as I was going away that weekend for a long weekend cycling in Norfolk. Nothing arrived from Wiggle by the time I left, except for an email saying my order was being processed. At the same time I ordered some bib shorts from bob.de an these arrived on the 6th, all the way from Germany.

On returning from my long weekend I contacted Wiggle and asked where my stuff was. Almost all of the replies appeared to be computer generated except for one saying that someone called Darren needed to contact IT as there was a problem with my payment. There was no problem with the payment, they had taken the money from my account on the day of the order (4/9/12).

On the 13th I got another computer generated mail saying that my goods had been dispatched by first class post. I didn't get any apology or explanation as to why the goods arrived 9 days late but I was pleased when they arrived the following day.

Today I looked at my bank statement and see that Wiggle deducted another £64 from my account on 13/9/12.

I have requested the money be refunded but I rarely look at my bank statements and could have easily missed this. I have asked Wiggle to contact me and will want to know why they felt they could just dip their fingers into my bank account and take another £64.

In the meantime, if you have used Wiggle recently, you may want to check your bank statement. If solving their IT problems mean dipping into people's /credit card/bank accounts and taking the money twice, I may not be the only one who was lucky to find out!!

rozzer32

I'll be the first;

I blame Wiggle!!

ShutUpLegs

I blame Strava

MisterMuncher

Ribble would take less, but it would take longer.

jay197

MisterMuncher wrote:

Ribble would take less, but it would take longer.

Funny you should say that, as I ordered a pair of discounted wheels from Ribble this week and they processed my order within hours.

I have also ordered 4 different orders, this week from wiggle, (big and small stuff) and it all arrived within 1-2 days of me placing my order, so I have the opposite experience of the OP.

Sorry to hear about your bad experience and I hope it all gets resolved asap.

Supergoose

*Devils advocate*

Its inevitable that these problems will happen from time to time. These companies are dealing with a huge volume of orders on a daily basis. Mistakes will occur, no ones perfect.

I dont think that coming onto a public access forum and being rather accusatory and derisory about a company who consistently deliver without allowing them the chance to investigate or remedy the situation is the right approach.

I understand your concerns and that you feel the need to vent but you should have given them the opportunity to sort it out. Im sure it will be resolved to your satisfaction.

Wacky Racer

Supergoose wrote:

*Devils advocate*

Its inevitable that these problems will happen from time to time. These companies are dealing with a huge volume of orders on a daily basis. Mistakes will occur, no ones perfect.

I dont think that coming onto a public access forum and being rather accusatory and derisory about a company who consistently deliver without allowing them the chance to investigate or remedy the situation is the right approach.

I understand your concerns and that you feel the need to vent but you should have given them the opportunity to sort it out. Im sure it will be resolved to your satisfaction.

Totally agree with this. I've bought so many things from Wiggle with incredible service, in terms of communication and prompt delivery, that I keep thinking that surely the law of averages means they'll get one wrong, but they keep getting it right. You really should be talking with Wiggle, not posting on here. My two penneth worth.

grony

Wholeheartedly agree with Supergoose.

I must have placed 15 to 20 orders with Wiggle this year, every one has arrived promptly, they did send the wrong item n one occasion but this was remedied quickly and without any fuss.

Probably the best online retailer I have dealt with.

sungod

aside from the occasional lack of haribo*, i'd rate wiggle among the best

never had any real issue, returns process is good

* i blame wiggle

gsk82

Its a mistake and they'll put it right, it happens!

I ordered from wiggle on Friday and received it today.

Supergoose

Ha! Just remembered 'Be Warned'

Best. Thread. Ever.

Itll need to go some to beat the original, it has potential. :twisted:

MattC59

HahahahahahahahahahahahahahahahahnahahanahahahHahahahahahaha !

benjboy

SpeedKing has returned. Long live SpeedKing..................

Mike39496

Supergoose wrote:

Ha! Just remembered 'Be Warned'

Best. Thread. Ever.

Itll need to go some to beat the original, it has potential. :twisted:

Do this mean Wiggle is to blame for the last hour I have wasted reading that thread and "Do Something!!"?

I might ring them tomorrow....

ajb72

You really have selected the wrong online retailer to give bad press to. Wiggle are exceptional in my experience, absolutely no need to select next day delivery - my last half dozen+ orders have been dispatched same day.

I would blame Ribble if I were you

rolf_f

Can we just all agree to avoid all mail order cycle concerns whose names are of the format:

Consonant, i, consonant, consonant, l, e.

I for one will keep a wary eye open for any new firms called Sizzle, Tiddle, Fiffle or Dibble.

wishitwasallflat

I blame countdown for this linguistic prejudice

desweller

wishitwasallflat wrote:

I blame countdown for this linguistic prejudice

Bloody Countdown...if only this was ALL they were to blame for.

wishitwasallflat

DesWeller wrote:

wishitwasallflat wrote:

I blame countdown for this linguistic prejudice

Bloody Countdown...if only this was ALL they were to blame for.

Do a nice line in decals though I hear (always get the spelling right especially important with tricky words like easy)

navrig

Where's Bustagutt when we need him?

wilshawk

This thread caught my eye as I used Wiggle about a month ago for the first time, to order a tyre. After about a week it still said 'order being processed'. I then emailed them asking what was happening, they apologized for the delay and dispatched the item first class, it arrived the next day, so that was a nice response to the problem.

The item was not exactly what I ordered as the tyre came with a reflective strip, as it happens this was a nice bonus for me, although that was lucky really, some people may not have wanted the strip when they had ordered a non reflective tyre.

All in all I am left a little concerned about using Wiggle again after these little issues, although Ill probably give them another go. Also I will go and check my bank statement now though after what the OP said about being overcharged!

MisterMuncher

TBH, I've had this kind of thing happen with retailers and providers across a range of fields. I wouldn't get overly concerned about any of them doing it deliberately or it being a systemic failure. It's always proved to be an error in the past, and rapidly resolved, even by Orange Telecoms and (gasp!) Phoenix Gas.

By all means, keep an eye on your transactions as you go, but I'd seriously doubt Wiggle have some major problem here.

alihisgreat

Bar Shaker wrote:

On the Tues 4th Sept I ordered a jersey and a pair of socks from Wiggle. I asked for express delivery as I was going away that weekend for a long weekend cycling in Norfolk. Nothing arrived from Wiggle by the time I left, except for an email saying my order was being processed. At the same time I ordered some bib shorts from bob.de an these arrived on the 6th, all the way from Germany.

On returning from my long weekend I contacted Wiggle and asked where my stuff was. Almost all of the replies appeared to be computer generated except for one saying that someone called Darren needed to contact IT as there was a problem with my payment. There was no problem with the payment, they had taken the money from my account on the day of the order (4/9/12).

On the 13th I got another computer generated mail saying that my goods had been dispatched by first class post. I didn't get any apology or explanation as to why the goods arrived 9 days late but I was pleased when they arrived the following day.

Today I looked at my bank statement and see that Wiggle deducted another £64 from my account on 13/9/12.

I have requested the money be refunded but I rarely look at my bank statements and could have easily missed this. I have asked Wiggle to contact me and will want to know why they felt they could just dip their fingers into my bank account and take another £64.

In the meantime, if you have used Wiggle recently, you may want to check your bank statement. If solving their IT problems mean dipping into people's /credit card/bank accounts and taking the money twice, I may not be the only one who was lucky to find out!!

PM me all the relevant bank account details (i.e. number, names, pin, DoB etc.) and I'll check it out for you.


Wiggle are my favourite on-line retailer (not just because of the Haribos) so I'd like to clear the issue up.

springtide9

I blame Tony Blair.

Bar Shaker

Let me add that I have also had good service from Wiggle in the past, as well as mediocre service and I accept that things can go wrong.

What concerned me in this matter and the reason I posted this, is that I have found that when things do go wrong, Wiggle do not have a customer service dept. In all of my correspondence with 'Darren' I have asked him to explain what has gone wrong and what was happening. I suspect that Darren may be computer generated as all replies read as though they are. A give away is starting each mail with "Dear [my full name]" not my first name as I signed off with.

The thing that concerns me most though is that despite me telling them they had billed my debit card when I first ordered on 4th Sept, they decided there was no need to check this and they would just take the money again. No correspondence, no phone call, not even an email saying 'we have successfully billed your card today', just a computer generated mail saying my stuff had been posted. Perhaps they thought I wouldn't notice I had been billed twice. Had I not been checking my statement for something else, I wouldn't have!

I emailed them yesterday morning and (24 hours later) have still not received a response telling me when they will be refunding my money. I have absolutely no expectation of them apologising or explaining.

I fully accept that things go wrong. Companies are judged by how they perform when things go wrong and how they put them right. This has been going on for 3 weeks now and, at the moment, Wiggle are demonstrating that they cannot put things right and therefore should not have my on-line shopping business.

I am not one to moan and have never posted such a message before but, in this instance, my on-line shopping experience has been so bad that I felt others should be fore warned.

I don't want to stop people using Wiggle, but would advise you to check your credit card/bank statements for multiple payments, if you do.

As you were.

monsterhill

Supergoose wrote:

*Devils advocate*

Its inevitable that these problems will happen from time to time. These companies are dealing with a huge volume of orders on a daily basis. Mistakes will occur, no ones perfect.

I dont think that coming onto a public access forum and being rather accusatory and derisory about a company who consistently deliver without allowing them the chance to investigate or remedy the situation is the right approach.

I understand your concerns and that you feel the need to vent but you should have given them the opportunity to sort it out. Im sure it will be resolved to your satisfaction.

Hmm sounds like you work for Wiggle to me?

Supergoose

Sadly not, I work in graphic media.

OP. In the interest of balance, Im keen to find out too, did you find a resolution with Wiggle?

springtide9

I purchased a pair of 'Descente Prologue Short Finger Gloves' from Wiggle in May, and they have been used over the summer a reasonable amount, but started to fall apart at the stitching.

I was more hacked off by the fact that I really liked the gloves than anything else, and thought that actually, a pair of gloves should last more than a few months (I don't commute, so were not used daily).

So I filled out the Wiggle returns, and posted them back and thought I'd have nothing to loose (about to just throw them in the bin)
I was hoping to get them replaced, but sadly they don't sell them anymore, so got a full refund including my return postage.

So well done Wiggle..... always good to post something positive when it happens, to balance up the negatives!

adam0bmx0

Made an order for some random bits Tue night, all listed as in stock, got the box mid-afternoon today. Great service.

the playing mantis

same here, ordered acouple of cages and a sadlle bag tuesday evening and arrived today. only have good things to say about wiggle so far, and ribble. touch wood.