At what point can i start blaming wiggle?

meanredspider

I'm in the camp that says you paid for Next Day delivery and you should get it. The price that you paid Wiggle is irrelevant - given their size, you'd expect them to be cheap - you aren't buying from an unknown eBay store. If Wiggle can't reliably deliver for the price they offer then that's their problem and they need to fix it. Stores need to choose their couriers carefully. I won't buy from John Lewis for delivery as their courier manages to smash things to bits.

In some ways we are quite lucky up here. The big delivery companies (especially the cheap ones) daren't venture up here so they often use local agents. We actually get to know the delivery drivers so they tend to make good efforts to deliver and are happy to leave on a doorstep. When my Volagi was delivered (to a neighbour as I was out) the driver asked next time what the bike was light.

Anyhow, give Wiggle a hard time. City Link are their agents and representatives

Big_Paul

dhope wrote:

Big_Paul wrote:

any money I saved by buying from Wiggle was wiped out by fuel and postage costs.

Why do you think you were able to save money in the first place? Because they have a sh!tty cheap delivery company in part, so they scrimp on that and you save a few quid. You get what you pay for

If I know it was city link I wouldn't have bought from Wiggle because I would have knew I would have had to go and get it myself. They could have took an extra quid of their no doubt substantial mark up on the goods and used a better service. This is also after you pay an extra £4 for "Priority Dispatch" if you don't uncheck the box on the order form that they have ticked by default.

davet2

seems to be a standard problem for a friday delivery, drivers wants to knock off early, and couldn't give a toss whether you get your parcel

meanredspider

The delivery on £300 of bits is nothing. It's nothing to do with the price you paid. They've already included for "free" delivery in the price - the premium is only for the next day bit.

As I've said before, Royles, who often have incredibly good prices, also have free delivery and is nearly always next day for me in the Highlands. Price is a red herring

TheStone

Sh1tty Link must be the worst company ever. ... or is it Yodel.

Neither should still exist.

Big_Paul

TheStone wrote:

Sh1tty Link must be the worst company ever. ... or is it Yodel.

Neither should still exist.

The thing is, they will still exist because the people directly affected are not their customers, they are their customers customers, City link ain't crapping themselves because someone wants their money refunded to wiggle, if anything they'll be laughing to the bank for charging for returning it.

It's ok for a business to have a couple of people not using them, but when the numbers start growing and you start being hit in the tills, you have to ask what the weak link is.

City Link and Yodel depend on online shopping, when the online shops realise they're losing customers something will be done. Until then, don't hold your breath.

veronese68

Unfortunately you can blame Wiggle up to a point. THe courier company is ultimately at fault, but if Wiggle have had enough complaints about it they should change.
We send up to 500 parcels a day out in our busy times all over the world. We use post, TNT, UPS and Fedex. All 3 of the courier companies should deliver next day in the UK. Some are better to some areas, not so good in others. Some are better with large parcels, some only with small neat packages. We have tried many courier companies over the years. The worst being Tufftys Big Green Snot Machine. They lasted less than a week. The truck drove off with the back open spilling parcels over the road. We tried to stop him to no avail, when we rang the depot they wouldn't send him back to pick up the stuff in the road. Strangely we never used them again.
the moral of the story is not to buy mail order what you absolutely must have the next day. Try to plan ahead, if it's a distress purchase take it on the chin and go to a shop. I've had parcels I've sent lost or delayed due to traffic, crashes, fires, weather and much more.

spasypaddy

guess how much communication ive received from either wiggle or city link considering i emailed them both before close of play on friday?

Both companies are open on a saturday...

and now i wont get my stuff till Tuesday. Now I havent changed my address on city links website, nor through wiggle. Yet i guarantee that the courier will find my office on tuesday morning.

I am appalled and disgusted. I've decided im going to keep half of the products as i know wiggle has made a loss on it. So thats one up for me. I still expect my money back from wiggle, and another complaint email will be sent at lunchtime today if I havent heard anything from them by then.

rjsterry

Sketchley wrote:

Never had a problem with wiggle deliveries, but it's been a while (june) since I last ordered, always the free option though. Have they only just started using city link or is it the next day stuff only?

Being a cheapskate, I always opt for the free delivery option, which [checks on box that happens to be under desk] is delivered by Royal Mail. If you absolutely must have something the next day, then as others have said, I'd pay the extra and go to a shop - don't forget that part of that extra cost is for better service. That said, you paid for the special delivery, and didn't get it so well worth kicking up a fuss. On the unanswered phones, have a google for other phone numbers and try them.

mroli

spasypaddy wrote:

I am appalled and disgusted.

Seriously? Not just a little bit pissed off? I doubt very much whether Wiggle have a customer complaints representative in on a Sat. Understand the frustration - but if I REALLY need something, I always get it sent to where there is defo someone there 24/7 (ie work) so there are no excuses.

spasypaddy

i did have it sent to work and there was someone here from 6am till 9pm on friday.

However my goods have just turned up. I didnt change my address. And i requested redelivery tomorrow.

And im yet to hear back from either company.

Disgusting service.

I want my £6 back.


One bag of tangfastics in my box. Im tempted to return my items with a human turd in the packaging.

mroli

Seriously dude - Your goods got delivered the day after they said they would be. Poor form if you paid for next day delivery, but "disgusting"?! Fair play to wanting your £6 back, but going OTT ain't gonna help you. You sent a complaint to customer service - did you send it to the sales@wiggle address? Have they responded as they said they would here: http://www.wiggle.co.uk/h/option/ContactUs - they want to try and respond within 24 WORKING HOURS, which in my book is 3 days. Again - if you have followed the procedure there, I reckon you will get your £6 and a decent apology/some form of recompense.

I have had call to contact Wiggle customer service twice. Once was return of a faulty workstand and they were out of that one, but sent me a higher value one as a direct replacement and the other was done by a mate who bought a bike, but forgot to put me down as a referrer - despite no obligation to, they credited me with the 10% introduction fee. You've had "slightly" poor service, but give them a chance to sort it.

You're talking about defecating in a box and sending it to Wiggle because their courier (not them, but their agent) was a day late?!

spasypaddy

why should I give them a chance?

I've had bad service, in fact terrible service. I'm not the only one. If more people kicked up a fuss these companies would stop using scam artists like city link and then companies like city link would no longer exist.

Its quite simple. Especially as the automated email i received back from wiggle says and i'll put it in a quote for you

Thank you for contacting Wiggle customer service.

We are endeavouring to answer all emails as quickly as possible – usually within 8 working hours.

Now their customer service desk is open on a Sunday from 0800-1630 thats 8.5 hours. They are then open from 0600 on a Monday. So now it is 1530. Thats a further 9 hours.

That in my book is not within their usual 8 hours. Especially considering I'm still waiting.

Poor service from other shops on here gets vitriol constantly so why shouldnt wiggle get the same level of abuse?

rjsterry

mroli wrote:

Seriously dude - Your goods got delivered the day after they said they would be. Poor form if you paid for next day delivery, but "disgusting"?! Fair play to wanting your £6 back, but going OTT ain't gonna help you. You sent a complaint to customer service - did you send it to the sales@wiggle address? Have they responded as they said they would here: http://www.wiggle.co.uk/h/option/ContactUs - they want to try and respond within 24 WORKING HOURS, which in my book is 3 days. Again - if you have followed the procedure there, I reckon you will get your £6 and a decent apology/some form of recompense.

I have had call to contact Wiggle customer service twice. Once was return of a faulty workstand and they were out of that one, but sent me a higher value one as a direct replacement and the other was done by a mate who bought a bike, but forgot to put me down as a referrer - despite no obligation to, they credited me with the 10% introduction fee. You've had "slightly" poor service, but give them a chance to sort it.

You're talking about defecating in a box and sending it to Wiggle because their courier (not them, but their agent) was a day late?!

+1 Are you really getting that upset about a late delivery or are you just having a bad time generally?

spasypaddy

im fed up with delivery companies.

and companies that take their time to despatch.

My list of companies i wont use is growing:
Planet X
WIggle (unless they somehow claw it back from the brink)
City Link
RIbble
Play.com

Those are the ones on my current list of give no money to them ever again if i can avoid it.

dhope

Just buy from the highstreet.
Actually, scratch that, imagine one day a kid on the desk forgot to put something behind the till for you. First there's the strongly worded letter to his mother telling her that he was a disgrace and with an attitude like that he would amount to nothing, then if it wasn't resolved a day later you'd be round the house beating the old dear with a crowbar to teach the beat a lesson.
Kids these days, eh. Disgusting!

rjsterry

You are starting to sound like a spoilt school kid. If all you've got to worry about is online purchases turning up a day or two late, I think you can count that as a win.

spasypaddy

dhope wrote:

Just buy from the highstreet.
Actually, scratch that, imagine one day a kid on the desk forgot to put something behind the till for you. First there's the strongly worded letter to his mother telling her that he was a disgrace and with an attitude like that he would amount to nothing, then if it wasn't resolved a day later you'd be round the house beating the old dear with a crowbar to teach the beat a lesson.
Kids these days, eh. Disgusting!

i normally do buy from the high street. i rarely use wiggle nowadays.

rjsterry wrote:

You are starting to sound like a spoilt school kid. If all you've got to worry about is online purchases turning up a day or two late, I think you can count that as a win.

really?

so companies like city link should be allowed to continue with their piss take of a service?

veronese68

You should get your £6 back without a doubt, probably with a vague apology. I wouldn't expect any more than that. It wouldn't stop me dealing with a company. I agree with RJS, I'm also a cheapskate so buy non-urgent things online using free delivery. If it's urgent I'll go to a shop. I'll even go back to Evans, in spite of the piss-poor service I got over the insurance quote on my bike, it's the nearest shop so it's convenient. Although I would get them to price match.
Little things aren't worth getting too upset over. Life's too short.

mroli

You had a pop at Rapha for slow delivery - but I think they delivered within their 3-5 working day window. Please correct me if I'm wrong.
Now you're having a pop at Wiggle, who still have time according to their 24 "working hour" window to respond (bit cheeky that) and haven't had a chance to resolve this to your satisfaction. And the pop is because although they picked and shipped their goods the same day as you ordered it (which is the bit in their control), their agent (courier) did not deliver it (presumably in breach of the contract they have with them).
Here's a quote for you too:

We've put our heart and soul - not to say the last few years of our lives - into wiggle and we will not allow you to become dissatisfied with us. If you have any complaint, criticism or concern about any service provided by wiggle, just contact us at the address above or preferably email: sales@wiggle.co.uk. We will acknowledge your concern within 24 working hours and offer a resolution within one week.

If they had failed to live up to this end of their bargain, then I think fair enough, but to fly off the trigger, use words like "disgusted" or "appalled" is a bit OTT, in my humble opinion. But I fully respect the fact that your opinion may be different.

spasypaddy

Veronese68 wrote:

You should get your £6 back without a doubt, probably with a vague apology. I wouldn't expect any more than that. It wouldn't stop me dealing with a company. I agree with RJS, I'm also a cheapskate so buy non-urgent things online using free delivery. If it's urgent I'll go to a shop. I'll even go back to Evans, in spite of the piss-poor service I got over the insurance quote on my bike, it's the nearest shop so it's convenient. Although I would get them to price match.
Little things aren't worth getting too upset over. Life's too short.

see and here comes the abuse for evans. who get unparalleled levels of abuse on forums around the country. but no other cycling retailer gets the same level of abuse.

mroli wrote:

You had a pop at Rapha for slow delivery - but I think they delivered within their 3-5 working day window. Please correct me if I'm wrong.

they did, but only because most responses on this forum led me to believe that they actually deliver within 24hours, and coupled to the fact that i hadnt even had an acknowledgement email of my order.

Now you're having a pop at Wiggle, who still have time according to their 24 "working hour" window to respond (bit cheeky that) and haven't had a chance to resolve this to your satisfaction. And the pop is because although they picked and shipped their goods the same day as you ordered it (which is the bit in their control), their agent (courier) did not deliver it (presumably in breach of the contract they have with them).
Here's a quote for you too:

We've put our heart and soul - not to say the last few years of our lives - into wiggle and we will not allow you to become dissatisfied with us. If you have any complaint, criticism or concern about any service provided by wiggle, just contact us at the address above or preferably email: sales@wiggle.co.uk. We will acknowledge your concern within 24 working hours and offer a resolution within one week.

If they had failed to live up to this end of their bargain, then I think fair enough, but to fly off the trigger, use words like "disgusted" or "appalled" is a bit OTT, in my humble opinion. But I fully respect the fact that your opinion may be different.

The email i received may i remind you says (to paraphrase) ideally within 8 hours. Its now 4pm so thats 18hours. I refrained from emailing and moaning again.

City Link themselves have yet to respond to my complaint.

I'm not blaming wiggle for their service up until the point that they decided to use city link. The fact that they use city link is what i blame them for. There is no reason that a company of that size and stature should allow themselves to use a courier service that is so below par when its quite clear I'm not the only one who has this problem with city link. I refer you to this:
http://www.trustpilot.co.uk/review/www.city-link.co.uk


Now if the driver had genuinely not been able to find my address then that is fair enough, however the fact that the item turned up today without me altering my delivery details. Furthermore i requested redelivery for Tuesday, not Monday.

mroli

So its not a complaint about Wiggle at all, other than their choice of courier?

Oh and for what its worth, Planet X took a month to deal with some returned Schwalbe tyres and I had to chase, but they ended up sorting me out with a different brand of tyres and inners to say sorry, so they were good. Ribble are sometimes a bit hit and miss, but for their prices are fantastic and I went into Evans the other day and the cheery assistant not only sorted me out right away with a new track nut as one had dropped off my front wheel(!) but didn't charge either.

spasypaddy

my complaint is based upon wiggles choice of courier.

rjsterry

spasypaddy wrote:

dhope wrote:

Just buy from the highstreet.
Actually, scratch that, imagine one day a kid on the desk forgot to put something behind the till for you. First there's the strongly worded letter to his mother telling her that he was a disgrace and with an attitude like that he would amount to nothing, then if it wasn't resolved a day later you'd be round the house beating the old dear with a crowbar to teach the beat a lesson.
Kids these days, eh. Disgusting!

i normally do buy from the high street. i rarely use wiggle nowadays.

rjsterry wrote:

You are starting to sound like a spoilt school kid. If all you've got to worry about is online purchases turning up a day or two late, I think you can count that as a win.

really?

so companies like city link should be allowed to continue with their wee-wee take of a service?

No they shouldn't. You should get your £6 back of course, but it's just not worth getting that worked up about it.

veronese68

spasypaddy wrote:

Veronese68 wrote:

You should get your £6 back without a doubt, probably with a vague apology. I wouldn't expect any more than that. It wouldn't stop me dealing with a company. I agree with RJS, I'm also a cheapskate so buy non-urgent things online using free delivery. If it's urgent I'll go to a shop. I'll even go back to Evans, in spite of the piss-poor service I got over the insurance quote on my bike, it's the nearest shop so it's convenient. Although I would get them to price match.
Little things aren't worth getting too upset over. Life's too short.

see and here comes the abuse for evans. who get unparalleled levels of abuse on forums around the country. but no other cycling retailer gets the same level of abuse.

I'm not trying to start an abuse Evans thread. I'm comparing my situation to yours. They failed completely to do what they said they could do. I had several conversations over a week and a half with them. They still couldn't do what they said they could even though I had it in writing. But, in spite of this I wil lbuy from them if it suits my purposes, I see no point in losing any sleep over it or cutting my nose off to spite my face.
Compared to the fact that I still can't ride, my hand is still in a splint, my ribs really f@cking hurt, I can't even drive myself anywhere and I'm having to type everything with my left hand poor service from a bike shop really is rather trivial in the great scheme of things.

suzyb

How many people have had no problem with City Link though. People are often more vocal about service when it's been poor, hence why City Link have such a poor reputation. Yet I've had no issues with them and don't know anyone offline whose had problems with them.

Does Wiggle's next day delivery have any disclaimer on it. I've noticed a few times next day delivery can come with a disclaimer claiming it could be within 2 working days. I know day after next is not "next day" but obviously the company is covering their asses. In which case you'd probably not get anywhere complaining.

spasypaddy

no such disclaimer.

and they cant spell expensive either.

Corporate Camper

suzyb wrote:

How many people have had no problem with City Link though.

Exactly. I bet if you we're to Google any if the main courier companies you would see loads of horror stories, but between them these companies will be making tens of thousands of successful deliveries daily. I receive deliveries from loads of courier companies every day, it's pretty rare for me to have any problems.

jimmys85

I've only had one problem with CL, was sorted out pretty easily.

Pretty poor that it didn't even turn up on the Saturday, but you did order for an item you needed for the weekend on a Thursday.

I'd make a complaint, quick e-mail or phone call to Wiggle however I wouldn't go so far to say it is disgusting, first world problems, huh?

tailwindhome

spasypaddy wrote:

they cant spell expensive either.

Hehe