Wiggle order: damaged carbon bike

odessouky

Does any one here have any experience with a damaged bike received from Wiggle?

My wife accepted the delivery today while I was at work, and the guy placed the box cleverly against the wall to hide the damage to the box, and hurried her to sign for delivery.

When I arrived back from work, and I moved the box around, there was a massive hole in the box, exposing the fork, and the cable tie securing the front wheel has cut through the box, and the bike was loose in the box?

I opened the box to check, and there is a CRACK in the front fork, and chips to the pain, just opposite the hole in the box??

I am trying to find a number to call Wiggle, but can't find one?

Can someone please help, or advise what to do?

I've emailed them, but I am very anxious?

Thanks

brownbosh

That's knackered. The courier will no doubt lie and say the item was accepted fine.
I have yet to have a satisfactory answer as to why my 2.5 k bike was thrown over my back wall in a box in the pouring rain yet the courier states I signed for it....

curto80

That's awful, must be so frustrating. They don't have a call centre so you have to email. If you are on twitter then you might find tweeting them gets you the fastest initial response.

spanner239

You can also chat online with them during office hours.

dilatory

It does make you wonder what the next step is. I chat sometimes to the couriers we deal with at work and they are getting ever more work piled on them with seemingly unreasonable deadlines, but what some of them do is absurd. I've had countless packages marked as "signed for" just left on my doorstep. Twice a courier has opened my garage (with the dog in) and left packages. A couple have left them in my green bin on the day the gardener comes.

Companies are going to start taking the hard line with the couriers they use or it'll reach breaking point and people will start being put off online shopping.

Good luck on your claim. Wiggle always seem like a reasonable bunch but they seem to clearly state not to accept the package if the box is damaged, which is a lot more than most go to.

Bar Shaker

Looking at the writing on the box, his wife needs a trip to Specsavers!!

I hope Wiggle accept the return.

buddy_club

Sorry to Hijack thread, but if thats a Mekk Pinerlo they're cheaper at Rutland Cycles:
http://www.rutlandcycling.com/213222/pr ... -bike.aspx

Sorry to hear about your troubles though! I hope wiggle sort it out for you.

odessouky

Bar Shaker wrote:

Looking at the writing on the box, his wife needs a trip to Specsavers!!

I hope Wiggle accept the return.

No one asked my wife to INSPECT the box all around when it arrived??

The box was laid against the wall with the intact side only showing...

buddy_club

odessouky wrote:

Bar Shaker wrote:

Looking at the writing on the box, his wife needs a trip to Specsavers!!

I hope Wiggle accept the return.

No one asked my wife to INSPECT the box all around when it arrived??

The box was laid against the wall with the intact side only showing...

Indeed and definitely not her fault, but he's just commenting on the writing on the box. Unfortunately the blame is entirely with the Courier here, and to be honest it makes me angry that whoever delivered it wasn't honest about it being damaged.

odessouky

Bar Shaker wrote:

Looking at the writing on the box, his wife needs a trip to Specsavers!!

I hope Wiggle accept the return.

besides....

not a very nice remark....

hope u're wife has better eye sight..!!

buddy_club

odessouky wrote:

Bar Shaker wrote:

Looking at the writing on the box, his wife needs a trip to Specsavers!!

I hope Wiggle accept the return.

besides....

not a very nice remark....

hope u're wife has better eye sight..!!

If your perception is that its not a very nice remark, im sure it was not posted to offend.

StillGoing

Log into your account, find the order number and open it, select return item and print off the courier label. Send it back to Wiggle.

Alternatively, log on. When the chat option comes up select yes and begin dialogue with member of staff. (Pray you don't get the muppet I first got when dealing with an issue.) Give them the order number and explain the damage, requesting it is collected by a courier to return. They will arrange the courier. You can either have a refund or an exchanged item and it is your choice.

Wiggle are very good, just suffer with the odd member of staff who clearly has no idea what their role is with the customer.

Mr Dog

Hope Wiggle do the honorable thing and sort you out. Care to name the courier? Fell bad for your Mrs.

odessouky

Mr Dog wrote:

Hope Wiggle do the honorable thing and sort you out. Care to name the courier? Fell bad for your Mrs.

Exactly...she feels terrible.....

And I'm left with a broken bike....

odessouky

philthy3 wrote:

Log into your account, find the order number and open it, select return item and print off the courier label. Send it back to Wiggle.

Alternatively, log on. When the chat option comes up select yes and begin dialogue with member of staff. (Pray you don't get the muppet I first got when dealing with an issue.) Give them the order number and explain the damage, requesting it is collected by a courier to return. They will arrange the courier. You can either have a refund or an exchanged item and it is your choice.

Wiggle are very good, just suffer with the odd member of staff who clearly has no idea what their role is with the customer.

Thanks....

That's comforting to read.....

Will do that tomorrow....

Strange that they don't have a customer service number though....??

odessouky

Mr Dog wrote:

Hope Wiggle do the honorable thing and sort you out. Care to name the courier? Fell bad for your Mrs.

UK Mail

rickeverett

Wonder if they could just send out a new fork. Mind you it will need cutting etc.

Makes you wonder what the hell happened. Those bike boxes are reasonably sturdy. Must have been one hell of an impact.

Delivery guys often rush the delivery to skip damage or to just get to the next job.
When my wiggle bike arrived the delivery guy got me to sign before unloading the box and I refused. Nothing was wrong mind, but they get in a habit of sign first.!

Terrible shame. I'm sure wiggle will sort it.they seem pretty reasonable.

Miles253

No experience with a damaged frame, but I received some wheels from them with a massive dent in them, naturally I had signed for the. And everything. They replaced them within a week, no problem. With more Haribos.

rickeverett

Miles253 wrote:

No experience with a damaged frame, but I received some wheels from them with a massive dent in them, naturally I had signed for the. And everything. They replaced them within a week, no problem. With more Haribos.

That's the most important thing!. If there weren't any, I will be on to trading standards.

Mr Dog

Keep us posted and up to date on the service you get from Wiggle. Shame the courier didn't just be honest. Heaven only knows how the bike got in s state like that.

cedargreen

Name and shame the courier company.
This isn't Wiggle's fault, but they did choose the company in question to deliver their products.

Unfortunately, most of these companies are probably as bad as each other. Competition in theory leads to better service and lower prices, but in a field like parcel delivery it just means stupid levels of inefficiency with several companies delivering to the same address. The only way they can keep costs down is by giving impossible deadlines to underpaid staff who don't give a sh**t about your precious carbon frame.

In addition to contacting Wiggle, it might also be worth raising a complaint with the courier and telling them that you are in touch with Wiggle.

Good luck- and name and shame the courier.

slowbike

Wiggle will resolve it - I'm confident of that.

Signed for is not legally binding - you cannot be expected to have inspected the goods properly in the time given when they are delivered. By signing you are just acknowledging receipt - it may not even be the addressee that signs for it.

jswba

LBS.

southdownswolf

Don't forget to say how upset your wife is about this, demand compensation in Haribo form :-D

cat_with_no_tail

You know who to blame for all of this, right?








Can't believe nobody went there yet tbh, you all disappoint me.

rickeverett

Cat With No Tail wrote:

You know who to blame for all of this, right?








Can't believe nobody went there yet tbh, you all disappoint me.

OK then.......



I blame Wiggle !

Joeblack

jswba wrote:

LBS.

This

odessouky

Update...

Bike arrived damaged on Tuesday....as you all know...

It had been already delayed due to the bank holiday....

I got back from work and logged on to Wiggle chat, and a wiggle staff lady told me that case has been escalated to the workshop (what ever that means) and someone will get back to me ASAP. I also gave a call to UK Mail...who gave me a number to call the next day...

I also logged on to my Wiggle account and filed a report under DAMAGED ORDER...

Wednesday, today:

First thing in the morning, i logged on to Wiggle to chat live to someone as I had not received any email or acknowledgement that I have received a damaged 1K bike?

Again, I received the same response....workshop will get back to you...

Called the UK mail number I was given...and it turned out to be in Birmingham...and completely not related to customer deliveries...

They gave me my local depot number, which is in Croydon, and they simply said that they are not interested...I need to contact Wiggle, and they will in turn contact UK Mail...No apology for damaging my bike, no apology for the delivery guy literally conning my wife....nothing...

At 4pm today, I had still received no notification from Wiggle...so I did this stupid live chat again...and got the same pointless answer....workshop will get back to you ASAP...

=============

My main issue is that I live in a flat, and had planned to secure the bike in the garage downstairs...but because of this damage issue, and my intention of returning it, I have to keep it in the box, which is half the size of my flat!!!

Very annoyed and frustrated at lack of communication from Wiggle...

foggymike

They will sort it out. I know it's frustrating and you just want them to confirm they'll replace it but now you've logged it with the relevant people you need to let the cogs turn. Like others I've found Wiggle to be great in these situations, remember it's a huge business and yours is not the only matter they will be dealing with. Just give them a day or two and try not to worry.

odessouky

foggymike wrote:

They will sort it out. I know it's frustrating and you just want them to confirm they'll replace it but now you've logged it with the relevant people you need to let the cogs turn. Like others I've found Wiggle to be great in these situations, remember it's a huge business and yours is not the only matter they will be dealing with. Just give them a day or two and try not to worry.

Yeah, I hope so.

It's just very frustrating that 3 days later, and after contacting customer support 3 times, I have not received a PERSONALISED response...

A single sentence email would do...in the sense of: we acknowledge the problem and will contact u etc..?

sloppyschleckonds

odessouky wrote:

It's just very frustrating that 3 days later, and after contacting customer support 3 times, I have not received a PERSONALISED response...

You've bought online from a retailer selling 250 bikes a week and expect a personalised response? I'd suggest lowering your expectations a bit.

Have you ever bought a bike from a bike shop that you've had issues with?