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Is Wiggle in some sort of trouble?

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  • December 13, 2013 at 9:23 am #20342
    oozaveared

    I’ve been using Wiggle for online shopping since I can’t remember. I ride and my son is a triathlete so I buy not just bike gear but running and swimming gear as well. Whenever anything didn’t fit I just sent it back and there never was any problem over all these years. I recently bought a Belgian Style winter hat that I thought would be great as it covers up the ears very well and is waterproof and wind proof. Trouble is it didn’t fit. So I sent it back. Then I get an email saying because I tried the hat on they won’t replace or refund. I checked the wording and it does say you have to send it back un-used so technically trying it on for size and actually using it means you can’t return it. So letter of the law wise they are standing on their policy. But this is new. In the past this hasn’t happened. So, anyone else suddenly having problems with Wiggle? Are they in some sort of financial trouble? Or why the sudden jobsworth attitude on returns?

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  • December 21, 2013 at 5:34 pm #765697
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    harrybav

    Distance selling regs are
    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

    December 19, 2013 at 6:24 pm #765695
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    J90

    Because they’re usually the
    Because they’re usually the cheapest…and the fastest.

    😕

    December 19, 2013 at 1:29 pm #765693
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    bauchlebastart

    To the OP
    I think under the
    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.

    December 19, 2013 at 5:09 am #765691
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    Shep73

    If it’s big/expensive I will
    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.

    December 18, 2013 at 10:45 pm #765689
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    glynr36

    Cyclist wrote:I stopped using

    Cyclist wrote:
    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.

    My local shop, or mechanic is more accurate really,does that, when people want something and then fitting.
    But he’s upfront about it, makes his cash on labour not parts.

    December 18, 2013 at 9:47 pm #765687
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    Matt eaton

    Cyclist wrote:I stopped using

    Cyclist wrote:
    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.

    I think lots of shops use Chain at times. If you go in and ask for something specific and they don’t have an account with the relevant distributor its easier for them just to source from Chain at retail price (usually the low end of retail price) to sell on to you at minimal mark-up. To be fair I can see why they do this as the way the cycle industry is structured means that only the big players can have accounts with all the distros. A small local shop will not have the funds to open acounts with all of the distributers nor space to stock products from them all.

    December 18, 2013 at 9:28 pm #765685
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    carlgrz

    I’ve sent a few things back
    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.

    December 18, 2013 at 8:19 pm #765683
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    drfabulous0

    Chain Reaction regularly have
    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?

    December 18, 2013 at 8:02 pm #765681
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    William Black

    Name and shame!
    I have
    Name and shame!

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

    December 18, 2013 at 7:49 pm #765679
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    Cyclist

    I stopped using my LBS when I
    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.

    December 18, 2013 at 4:55 pm #765677
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    Matt eaton

    I often have a bit of an
    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.

    December 18, 2013 at 1:55 pm #765675
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    Michael Healey

    Jimmy Ray Will wrote:
    I’ll

    Jimmy Ray Will wrote:

    I’ll ask a question… Why use wiggle or chain reaction? What do they do that makes you give them your money? They’re rarely the cheapest, rarely the fastest to process, what is it? Why are we all so keen to pay these giants who are holding the industry to ransom?

    I have just ordered a pair of pedals from Chain Reaction Cycles for half the price my LBC is selling them for. I will always try and support my LBC and bought my bike from them, but with a saving of 50% I’d be daft not to use CRC, and am happy to wait a few extra days for delivery

    Have always had great service from Wiggle!

    December 18, 2013 at 1:20 pm #765673
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    harman_mogul

    Moon on a stick

    Jimmy Ray Will wrote:
    Why use wiggle or chain reaction?

    I thought you answered that in your first para?

    December 18, 2013 at 10:59 am #765671
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    southseabythesea

    They’re usually pretty good
    They’re usually pretty good at returning items, let’s face it, you have to try something on before you know if it fits or not. I sent back a wetsuit once because it was too small, it was more than the hair on my head that came into contact with that! Persist with your complaint, Wiggle are usually reasonable chaps.

    December 16, 2013 at 8:50 pm #765669
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    Nixster

    Wiggle

    Al’76 wrote:
    Not sure, think they might be evolving into the Halfords of online cycling retailing (I appreciate Halfords have a website….

    I think there is something in this – I think the big H has rattled them a bit. I still find Wiggle more convenient though if not necessarily cheaper.

    Can the person who received my Haribo in error please pm them to me 😀

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