Never ever use Wiggle for any orders: Worst Internet shop ever

[Paul Ruinaard]

HI,

 

I am not going to go through the details, but as a word of warning, never ever use wiggle.co.uk for any internet based ordering.

 

I ordered some brake levers and calipers on 16 September, with priority delivery and parcel force tracking. I still haven't got anything other than a credit card receipt, there is no tracking information and the folks from Wiggle (Freyja in customer support) have no sense of urgency to sort this out. You cant contact their customer support (which is effectively non existent), there is no escalation and 

 

So never ever use Wiggle as they are a scam. I am having to resort to cancelling the transaction through my credit card company. This is after multiple attempts to sort it out, suggest they get detailed tracking information (which i paid extra for) suggest they replace the parcel, asking them to agree by what date they will get back to me and all sorts of things. 

 

I was away for 10 days so i was confident that they would sort it out.

 

It is the first time i have ever had issues with any of the online retailers and I have used many.

 

So word of warning to all - lovely front end website, looks really professional, but they take your money and don't deliver, or when they cant deliver they have no way to fix the situation (which is truly what service is about).

 

Other things that make me very suspicious - no telephonic contact details on their website

Cannot fill in Neolane customer sat surveys (Don't load)

Cant access their site via Firefox (poor hosting)

 

Be warned. 

 

No Facebook page

 

If you Google them you will see they are notorious for bad customer service.

 

 

[dirtypot]

I used Wiggle a few times when I lived in the UK and never had any issues at all.  Always had quick and efficient delivery with decent pricing.  

[shaper]

The problem is that you used Parcel force which is part of the Royal Mail in the UK and as such will be fine in the UK until it gets to SA then it goes into the SAPO system and is why you have not received it yet as they are on strike.

 

Parcel force is not a courier service but an Expedited Mail Service.  

 

I have also used Wiggle a few times without issue as I know which of the services am using and what to expect.

[Paul Ruinaard]

And i dont seem to be the only one - lesson well learned. Stick to CRC

 

http://www.cyclingweekly.cc/forum/the-lounge-316/wiggle-woes-16398

 

Wiggle woes

Just wanted to give everyone a heads up.
I have been buying from Wiggle for a couple of years without any real problems. But I have recently been very let down by them and wanted to warn others not to fall into the same hole!
I needed another turbo trainer for my time in UK over the winter ( I spend 6 months in France and 6 in UK ). After hunting around for weeks I eventually found a great offer from Wiggle, an Elite reduced from 240 to 120 with free delivery. Bought and paid for straight away - I was in france but due back to UK within three weeks. I noted on the order that was no need to deliver fast.
A week before getting back to UK I receive an email from Wiggle telling me that they'd tried to deliver it but no one was there so they have credited my money back to my Paypal account!! ( This was the first contact I'd had from them since the order )
They have no contact number so I started an email pingpong!!!! First they said they would send the item back out, then no they couldn't, then they could - definitive - job done. Then the next day another email saying they couldn't because the reimbursement had been made. Another round of email pingpong! "Pick another item" was the response. "No, I wanted the one I ordered " But by this time the item was no longer available! "What about the one that had just been returned?" "Gone"
This fiasco of communication took four days! I kept asking if i could call and talk through the problem - "No"
My complaint fell on deaf ears. 
An interesting thing came out of it - At the time when they said they could redeliver I asked "When?" " Don't know" They couldn't give a delivery day or time of day. Nor can you put an alternative house number, nor can you phone the couriers and nor will the couriers call you if there is no one home!! So how the heck are you supposed to be available to collect the item?????? Oh yeah, I'll just take a few days off work!!!!!!!
Anyway, I was very unimpressed with the delivery service and then the after sales service - especially the complete lack of telephone contact.
I did write a long email ( I bet you guessed that! ) but got no reply addressing the points I raised.
I will no longer use Wiggle.

 

Started by fat_man_in_lycra 2 years ago in The Lounge. 9 Replies

[Thermophage]

Just remember the vast majority of "reviews"of websites etc. are people wanting to bitch about things...not praise them. So reviews like this tend to be biased.

What Shaper said above is likely the primary issue...but it is still rather swak them not replying to communication..

[Paul Ruinaard]

And i dont seem to be the only one - lesson well learned. Stick to CRC

 

http://www.cyclingweekly.cc/forum/the-lounge-316/wiggle-woes-16398

 

Wiggle woes

Just wanted to give everyone a heads up.
I have been buying from Wiggle for a couple of years without any real problems. But I have recently been very let down by them and wanted to warn others not to fall into the same hole!
I needed another turbo trainer for my time in UK over the winter ( I spend 6 months in France and 6 in UK ). After hunting around for weeks I eventually found a great offer from Wiggle, an Elite reduced from 240 to 120 with free delivery. Bought and paid for straight away - I was in france but due back to UK within three weeks. I noted on the order that was no need to deliver fast.
A week before getting back to UK I receive an email from Wiggle telling me that they'd tried to deliver it but no one was there so they have credited my money back to my Paypal account!! ( This was the first contact I'd had from them since the order )
They have no contact number so I started an email pingpong!!!! First they said they would send the item back out, then no they couldn't, then they could - definitive - job done. Then the next day another email saying they couldn't because the reimbursement had been made. Another round of email pingpong! "Pick another item" was the response. "No, I wanted the one I ordered " But by this time the item was no longer available! "What about the one that had just been returned?" "Gone"
This fiasco of communication took four days! I kept asking if i could call and talk through the problem - "No"
My complaint fell on deaf ears. 
An interesting thing came out of it - At the time when they said they could redeliver I asked "When?" " Don't know" They couldn't give a delivery day or time of day. Nor can you put an alternative house number, nor can you phone the couriers and nor will the couriers call you if there is no one home!! So how the heck are you supposed to be available to collect the item?????? Oh yeah, I'll just take a few days off work!!!!!!!
Anyway, I was very unimpressed with the delivery service and then the after sales service - especially the complete lack of telephone contact.
I did write a long email ( I bet you guessed that! ) but got no reply addressing the points I raised.
I will no longer use Wiggle.

 

Started by fat_man_in_lycra 2 years ago in The Lounge. 9 Replies

[Paul Ruinaard]

Just remember the vast majority of "reviews"of websites etc. are people wanting to bitch about things...not praise them. So reviews like this tend to be biased.

What Shaper said above is likely the primary issue...but it is still rather swak them not replying to communication..

Yeah right mate,

 

Its amazing how the hub experts pop out. I can show you reams of very tolerant emails getting no reply.

 

Also do some googling on Wiggle and see how many other dissatisfied customers there are with them.

 

SO not going to engage in the troll defense. Be wary when you use them as they have no idea of how to deliver to South Africa. Also all these South Africans willing to accept piss poor servcie.

 

I paid GBP 56 extra for expedited delivery with Tracking - they chose to use Parcel Force, i asked for courier. This is amateur on their behalf

 

FWIW: I have ordered online for years and I am not an idiot when it comes to online. This is a first for me.

[Falco]

I've ordered from Wiggle on several occasions, never had a problem. 

[shaper]

From the Wiggle website with regard to international delivery, they clearly state that they use Parcel Force unless you specify International Courier Delivery.

 

You clearly state in your OP that you specified Parcel Force - "I ordered some brake levers and calipers on 16 September, with priority delivery and parcel force tracking"

 

http://www.wiggle.co.uk/h/option/international

 

How will my order be despatched?

For smaller parcels & packages we will despatch your item via Airmail, which is a Royal Mail service. No signature will be required on delivery of your order. Please note that due to the economy nature of the Royal Mail service it is not possible to trace a delayed parcel until 28 days after shipping.

For higher value orders / bulky items we will despatch your item with Parcel Force International via the Express Mail Service EMS & The E-Parcel Group EPG. A signature will be required on delivery of your order. Detailed online tracking information is also available - Contact Us HERE.

[Rider3000]

If SAPO is involved..... your in for a nasty surprise..... avoid them by all cost ! Re Wiggle... im sure they arent that bad. Used them long ago but recently only CRC but due to better deals on what i wanted.

[Paul Ruinaard]

Update

 

So after taking to twitter, facebook and the hub i finally got a response  from Wiggle.

 

They have refunded me my money. 

 

They did highlight the post office issue.

 

They also admitted that they monitor social media and facebook rather than their own CS portal where i had been complaining. 

 

Learnings:

 

1.) ParcelForce even when tracked and expedited is no match for SA Post Office.

2.) Dont believe that "it will be fine we use them all the time" will overcome the above - i asked them before shipping whether i should courier.

3.) Stick to CRC. They have a warm body and instant response.

4.) Facebook and Twitter rule when getting attention and everyone spends a fortune monitoring them and doesn't give a continental about their own Customer Service portals where the SLA was communicated as 24 to 48 hours. WTF? This was a GBP 340 order....

 

 

[Paul Ruinaard]

Update

 

So after taking to twitter, facebook and the hub i finally got a response  from Wiggle.

 

They have refunded me my money. 

 

They did highlight the post office issue.

 

They also admitted that they monitor social media and facebook rather than their own CS portal where i had been complaining. 

 

Learnings:

 

1.) ParcelForce even when tracked and expedited is no match for SA Post Office.

2.) Dont believe that "it will be fine we use them all the time" will overcome the above - i asked them before shipping whether i should courier.

3.) Stick to CRC. They have a warm body and instant response.

4.) Facebook and Twitter rule when getting attention and everyone spends a fortune monitoring them and doesn't give a continental about their own Customer Service portals where the SLA was communicated as 24 to 48 hours. WTF? This was a GBP 340 order....

Oh and BTW - as per the mail below - goods are now out of stock on Wiggle - TRP HYRD calipers - which only they had and which i needed. So even if i now order with courier - no go.

 

The major frustration is i really need these and CRC doesn't have them.

[shaper]

Oh and BTW - as per the mail below - goods are now out of stock on Wiggle - TRP HYRD calipers - which only they had and which i needed. So even if i now order with courier - no go.

 

The major frustration is i really need these and CRC doesn't have them.

http://www.merlincycles.com/trp-hy-rd-disc-brake-63796.html

 

South Africa: Free shipping on goods over £250 - £500 depending on size and weight of the goods. Under £250 - £500 costs between £10 and £40. Your basket will show you the exact shipping costs. The new higher free shipping threshold is due to a change of courier to UPS so we can guarantee shipping time, delivery and eliminate any loss of your goods as UPS handle shipping from UK to your door.

Currency: Your order will be charged in GBP(£) – Prices are VAT free to South Africa

 

Just in case you run into the same problem on shipping and SAPO   

 

Your other items from Wiggle will likely turn up once the SAPO strike is over, might even be before as items are trickling through the system.  By rights as you got a refund from Wiggle you should return the original goods to Wiggle when they do arrive !!

 

And yes before you ask I have shopped with Merling cycles quite a few times and currently have some 11spd shifter stuck between them shipping, the SAPO and delivery... I just wait !!

[Patchelicious]

Yeah right mate,

 

Its amazing how the hub experts pop out. I can show you reams of very tolerant emails getting no reply.

 

Also do some googling on Wiggle and see how many other dissatisfied customers there are with them.

 

SO not going to engage in the troll defense. Be wary when you use them as they have no idea of how to deliver to South Africa. Also all these South Africans willing to accept piss poor servcie.

 

I paid GBP 56 extra for expedited delivery with Tracking - they chose to use Parcel Force, i asked for courier. This is amateur on their behalf

 

FWIW: I have ordered online for years and I am not an idiot when it comes to online. This is a first for me.

I am sorry to hear that you are having a bad experience with these guys, but he raised very valid and fair points, both about negative feedback on review sites as well as the SA postal service. Definitely not a "troll" response as you state.

 

Maybe add a 5th point to your learnings:

5.If you don't want the Hubs opinion, then rather don't rant. People are going to respond... kind of the point of a forum.

 

Glad you got your money back!

[Paul Ruinaard]

http://www.merlincycles.com/trp-hy-rd-disc-brake-63796.html

 

South Africa: Free shipping on goods over £250 - £500 depending on size and weight of the goods. Under £250 - £500 costs between £10 and £40. Your basket will show you the exact shipping costs. The new higher free shipping threshold is due to a change of courier to UPS so we can guarantee shipping time, delivery and eliminate any loss of your goods as UPS handle shipping from UK to your door.

Currency: Your order will be charged in GBP(£) – Prices are VAT free to South Africa

 

Just in case you run into the same problem on shipping and SAPO   

 

Your other items from Wiggle will likely turn up once the SAPO strike is over, might even be before as items are trickling through the system.  By rights as you got a refund from Wiggle you should return the original goods to Wiggle when they do arrive !!

 

And yes before you ask I have shopped with Merling cycles quite a few times and currently have some 11spd shifter stuck between them shipping, the SAPO and delivery... I just wait !!

Agreed - just a complete pain in the ar$e for now. I need these goods. Bikes standing waiting to be pedalled. Lots of polite emails. Then once i get sufficiently pi$$ed off i go to FB and twitter - then all of it sorted in 8 hours.

[shaper]

Agreed - just a complete pain in the ar$e for now. I need these goods. Bikes standing waiting to be pedalled. Lots of polite emails. Then once i get sufficiently pi$$ed off i go to FB and twitter - then all of it sorted in 8 hours.

Unfortunately you get pi$$ed off at the wrong people, you chose parcel force which became SAPO and your goods are stuck in the strike somewhere.  You ordered in the middle of September when the SAPO strike had been ongoing since the middle of August, which pretty much everyone knew about. 

 

It is your fault for choosing the shipping method rather than courier, yet you throw your toys and blame Wiggle for the items not arriving and Wiggle not being able to tell you where in the SAPO system they are......and then come ranting on here.  

 

To your list add 6. Understand the shipping method chosen, the constraints and consequences and the full extent of how it will get to you and the possible issues (such as strikes).

 

At least you can rest easy with the knowledge that you have been refunded by Wiggle, the ones you came on here to berate.