I thought I'd share my recent experiences with Wiggle, as a warning to others.
About a month ago, I ordered a set of Thomson carbon bars. I had been given a voucher for my Birthday, so thought I'd splash out on something nice for my new bike.
I placed the order, and at the same time ordered a matching stem and seat clamp from CRC.
2 days later all of the kit from CRC had arrived, but no sign of the bars.
3 further days later I get an email from DPD saying that there was a problem with the delivery. They hinted that the item had never arrived from Wiggle.
I contacted their customer service department and was promised that another set would be sent out straight away.
I waited another 4 days...and then was away when they tried to deliver.
I was only away 2 days, so contacted DPD on my return and arranged to collect the bars from their depot.
2 hours later I get an email saying they've been returned to Wiggle.
I again contacted customer services. I even offered to collect the bars from their depot, as I was working nearby that day.
I was told they'd contact me as soon as they were in...the next contact I got was notification of a refund.
I again contacted customer services and explained that I didn't want a refund, I wanted my bars.
I also explained that I'd bought other kit to match.
Re-order them then, was the response.
OK I thought. I log onto their website....out of stock :evil:
I contact them again and ask what they propse to do about honouring the purchase. I offered them a way out...send me the titanium bars instead (worth a try
)
2 days later I get a response saying the bars are back in stock and they will again process my voucher refund so I can place the order.
In the end I sorted it out myself before they sold out again.
I ordered another pair and paid extra for them to be delivered to a local shop, so I could collect.
Wiggle spotted this and emailed me to say well done. There was no offer of any refund for extra postage or for the agro caused.
I had to email them again with a complaint before they refunded me the £8 I was out of pocket.
Now, I can see that a lot of this issue is probably down to them using DPD, but they choose to do this so I still see it as a Wiggle issue.
They've certainly lost a customer in me. I'd never rely on them for anything again.
Rant over :xmas-wink:
About a month ago, I ordered a set of Thomson carbon bars. I had been given a voucher for my Birthday, so thought I'd splash out on something nice for my new bike.
I placed the order, and at the same time ordered a matching stem and seat clamp from CRC.
2 days later all of the kit from CRC had arrived, but no sign of the bars.
3 further days later I get an email from DPD saying that there was a problem with the delivery. They hinted that the item had never arrived from Wiggle.
I contacted their customer service department and was promised that another set would be sent out straight away.
I waited another 4 days...and then was away when they tried to deliver.
I was only away 2 days, so contacted DPD on my return and arranged to collect the bars from their depot.
2 hours later I get an email saying they've been returned to Wiggle.
I again contacted customer services. I even offered to collect the bars from their depot, as I was working nearby that day.
I was told they'd contact me as soon as they were in...the next contact I got was notification of a refund.
I again contacted customer services and explained that I didn't want a refund, I wanted my bars.
I also explained that I'd bought other kit to match.
Re-order them then, was the response.
OK I thought. I log onto their website....out of stock :evil:
I contact them again and ask what they propse to do about honouring the purchase. I offered them a way out...send me the titanium bars instead (worth a try
)2 days later I get a response saying the bars are back in stock and they will again process my voucher refund so I can place the order.
In the end I sorted it out myself before they sold out again.
I ordered another pair and paid extra for them to be delivered to a local shop, so I could collect.
Wiggle spotted this and emailed me to say well done. There was no offer of any refund for extra postage or for the agro caused.
I had to email them again with a complaint before they refunded me the £8 I was out of pocket.
Now, I can see that a lot of this issue is probably down to them using DPD, but they choose to do this so I still see it as a Wiggle issue.
They've certainly lost a customer in me. I'd never rely on them for anything again.
Rant over :xmas-wink:
