Is Wiggle in some sort of trouble?

I often have a bit of an internal debate about supporting my LBS and using on-line retailers (usually chain for me). On one hand a good LBS will provide a lot of value-add via things like bike fitting and generally giving good advice however the vast gap in price on a lot of items is difficult to ignore. To use a very common example, I paid £7 for a standard butyl tube from my LBS. Compared to £4 in my local Tesco or £3 on Chain. I hate to say it but I can't bring myself to pay over twice the price for my stuff to support my local LBS.

I'd like to shop at the LBS more but prices need to be comparable, not necesarily cheaper but at least in the same ball park. I wouldn't mind paying 5-10% more in return for the benefits of shopping at a local shop but when the difference in price is often so vast I can't bring myself to do it.

I stopped using my LBS when I went into get a part and he said he would just check stock on the PC and I saw the reflection in the window behind him, the page was....... Chain reaction!!!!!!
Then he told me he didn't have one in stock but would order one in. I said don't worry I can look on CR myself thanks. Not been back since.

I have used halfords cycle website: I got a pair of sportful norain arm-warmers for 50% less than everyone else! you just can't justify purchasing items from LBS when there are deals like that going on, no matter how much you would like to use them.

Name and shame!

I have suspected that of a couple of bikeshops to be honest

Chain Reaction regularly have stuff for less than trade. A couple of weeks ago Merlin were selling DA groupsets at £300 below trade. Do you really expect the LBS to pay £300 more than they have to for it?

I've sent a few things back to Wiggle over the years, always without problem. My Garmin edge 500 died a death last year and I was delighted to discover I'd only had it for 11 and a half months. i went through the online return process and without a word of complaint I had a brand new one 4 days later. I really can't fault service like that. No company can get it absolutely right 100% of the time but for me, they come pretty close.

If it's big/expensive I will buy it from my LBS, Hargroves have looked after me anyway and I get a good discount now. They have saved me a fortune on both my bikes and the free mechanical support when need has been brilliant. They even sent some Altura shorts back for me that I bought from an online store. They got them tested and sent back.

My gears were sticking on my new road bike I had bought there, turned out it was my electrolyte drink, it had leaked out my bottle and got into the cables. They replaced cables, cleaned and polished the bike and refused to take a penny. Not the first time they have got me out of trouble and I have never been charged for any work done. But I didn't expect a freebie for something that was my fault.

Admittedly I have spent a lot of money in there but I have saved a fair bit as well.

To the OP
I think under the distance selling regulations Wiggle cannot refuse to refund you for the hat. Assuming of course you sent it back within the specified time.

Distance selling regs are very clear that you are allowed to try the item on as you might in a shop. You are allowed to remove it from packaging and if that cannot be done without damaging packaging, this is not your problem - again the distance selling regs are clear on this point.

Also, re the previous poster mentioning swimwear, this falls under the clause about goods which by reason of their nature cannot be returned".It is vague, says the oft guidance, but might apply to items that cannot be tried without becoming distorted, but does not apply to earrings etc as the law doesn't link returnability with re-sellability. I think you'd argue that swimwear is designed to not become distorted. Worth a small claim letter if necessary, for fun!

http://www.oft.gov.uk/shared_oft/business_leaflets/general/oft698.pdf