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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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Viewing 15 replies - 16 through 30 (of 43 total)
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  • December 16, 2013 at 5:25 pm #765667
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    3cylinder

    I’ve never had a quibble with
    I’ve never had a quibble with Wiggle’s customer service. I’ve also used the “buy several and send back the ones that don’t fit” and never had any problem, this includes my wife trying about five different trisuits for fit. This would always be tags in though. Personally I think if I’ve used something in anger and then don’t like it then it’s my problem (assuming it isn’t faulty). I’ll sell stuff on ebay in that situation.

    As to why use an online retailer, it’s simply a question of time. I can order stuff from Wiggle anytime I like, whereas my LBS is pretty much only open when I’m at work. I try and make the effort to support a local business for stuff like bikes, but small stuff is too much hassle.

    Wiggle keep me in Haribo and electrolyte tablets too

    December 16, 2013 at 5:07 pm #765665
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    ajmarshal1

    Some of the terrible and
    Some of the terrible and often conflicting responses to the item Q&A on there ensures I’m very careful with what I buy from them. That said, any order I’ve made has always turned up quickly and has always been correct.

    I am still waiting on a bottom bracket I ordered from them last monday though. 😕

    December 16, 2013 at 2:28 pm #765663
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    glynr36

    Never had any troubles with
    Never had any troubles with wiggle.
    Cheapest usually for me, either with Platinum discount, or I use the price match on a very regular basis (which I’ve never had issues with), if I think I’m between sizes I order the two and the other goes back, ticking the it doesn’t fit box.
    Couldn’t ask for more.
    Where as the LBS’s here that sell gear(none are really locals though as it’s an Evans or Cycle surgery) are full of surly shop assistants who don’t really want to help, or don’t know. Don’t have it in stock in my size or the colour I want, might be able to get one in on the next delivery they have which is 6 days away and I then have to return to the shop to get it.

    December 16, 2013 at 2:10 pm #765661
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    Al'76

    Not sure, think they might be
    Not sure, think they might be evolving into the Halfords of online cycling retailing (I appreciate Halfords have a website..it’s just an analogy [even if slightly flawed]). They’re not the cheapest, they seem to try very hard to avoid allowing you to use their price matching policy and the customer service ain’t great. The staff manning the Live Chat service aren’t particularly knowledgeable and they’re slow to respond to e-mail enquiries.
    Liking Merlin and Hargroves a lot – great prices / responsive customer services; the attributes that Wiggle used to have!

    December 15, 2013 at 10:34 pm #765659
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    dunnoh

    A chap I know ordered a bike
    A chap I know ordered a bike from them and they sent the wrong size. It took a couple of weeks to sort it out – he had to wait for them to get it, inspect it and send out a replacement – leaving him without wheels. Thought that was a little off as it was their mistake. My Sportful no rain bibs let rain in after one wear and they offered to take them back and test them – not replace them. I liked them though and thought sod it, I will have wet legs!

    Still use Wiggle though, just not for clothes anymore!

    December 15, 2013 at 8:46 pm #765657
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    Anonymous

    Jimmy Ray Will wrote: They’re

    Jimmy Ray Will wrote:
    They’re rarely the cheapest, rarely the fastest to process, what is it?

    in my experience, they often are the cheapest and certainly quick to process and deliver. I’ve ordered lots of stuff for many years from Wiggle and always compare with the competition. Their customer service is excellent, I’ve never had an issue sending back unused or faulty stuff.

    December 15, 2013 at 1:59 pm #765655
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    bendertherobot

    Trying something on isn’t
    Trying something on isn’t using it. Hell, Wiggle even give you the option of “admitting it” given that one of the options is “Doesn’t fit.”

    So, this sounds very odd. Did you remove the labels? Did you actually use it? It does;t add up. I’ve returned loads of things, never an issue. I’ve even returned a pair of Gore bib tights once because, in my view, they were not cold weather tights as described (and I had used them).

    December 15, 2013 at 12:09 pm #765653
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    eurotrash

    Jimmy Ray Will wrote:I’ll ask

    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 buy most my stuff from Wiggle. Why? Originally because they were the cheapest around for the items I was looking at, but my experiences with them have always been positive – fast shipping (receive 2-3 days after placing order), and no problems returning items. Returns are dead easy (and free) with Collect+. And they have a good range of items. So I keep shopping with them. And when I want to buy something that’s cheaper elsewhere, I get them to price match it. When they once sent me an incorrect item, they had me send it back with Collect+ and send them a photo of the C+ receipt, after which they sent me the correct item the same day. So, consistently good experiences plus the cheapest prices around (with price match when necessary) = I will keep shopping there.

    December 15, 2013 at 11:47 am #765651
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    KirinChris

    I’ve officially stopped using
    I’ve officially stopped using Wiggle after utterly crap customer service, and if you ask my wife she would probably tell you that would be enough to provoke serious financial trouble for them.

    A few months ago I ordered an entire groupset – Campagnolo Record and Super Record, so not cheap – to be sent to Dubai by courier to my office address.

    We don’t have a postal delivery system in the UAE so anything with an office or home address literally has no way of getting there by anything other than courier.

    Wiggle sent some of it but then I got the message that the chainset was not in stock and would be sent later, and it stated specifically that it would be sent by the selected delivery method.

    Then they went and sent it by regular post. I told them it could never arrive but they said I had to wait a month to see. Utterly pointless.

    Despite many emails they refused to send a replacement by courier, claiming that somewhere in their user T&Cs it says that delayed shipments may be sent by normal post. The customer service was scripted with many apologies and claims of understanding my frustration but no actual practical help.

    All my business since then has gone to Ribble or Chain Reaction.

    Why do I use online. Usually because it is something I can’t get in the UAE, or because it is cheaper online even including VAT. We have some bike stores and I support them where I can but there’s a lot of stuff they don’t carry because the market just isn’t big enough.

    December 15, 2013 at 6:09 am #765649
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    Giles Pargiter

    Must say Jimmy I don’t find
    Must say Jimmy I don’t find that remark very fair. I have never really used Wiggle (yet) but Chain reaction have been superb.
    I have in the past ordered things from them late in the afternoon and by 10am the following day recieved them by their normal free delivery service – on more than one occasion. I think they must have a van and ferry waiting to immediately despatch my orders 🙂 .

    Also for many items I do find them cheap. I do not make a habit of ordering things just to see if they fit as some posting here seem to (meaure twice – fits first time) However on one order that was wrongly listed they resent another item immediately, on another occasion when they really did make a b**ls up (1x3metre is not the same as 3x1metre) they ended up showering me with gifts that they knew were relevant to me from my order history and telling me to keep the mis-supplied goods.

    December 14, 2013 at 11:55 pm #765647
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    Goldfever4

    Chuck wrote:Nixster

    Chuck wrote:
    Nixster wrote:

    Didn’t get my Haribo with my last order though! I am prepared to overlook that once however ;)

    If it makes you feel any better, I got 2 with my last one ;)

    I got an order on Thursday, no haribo too! Wiggle not feeling the Christmas spirit apparently….

    December 14, 2013 at 10:00 pm #765645
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    Jimmy Ray Will

    People really do want the
    People really do want the moon on a stick. Trade prices for all, delivery in two days, use and return with no questions. Us cyclists have it good, so blinking good right now, and I’m sure we will all cry foul in a few years time when there’s only half a dozen retailers left, the prices are at full rrp, the ranges available narrowed… This industry is killing itself.

    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?

    December 14, 2013 at 4:46 pm #765643
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    youngoldbloke

    Trouble is your LBS just
    Trouble is your LBS just won’t have the range, or the sizes. Anyway most LBSs are one brand boutiques IME. I have ordered more than one size of an item from Wiggle in the past, tried them one, returned (FOC) one (or all) with no problem. Never a hat, however 😉

    December 14, 2013 at 2:17 am #765641
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    Joeinpoole

    I find the interweb is too
    I find the interweb is too much trouble for clothing. Better to use your LBS where you can try the stuff on before you buy. Probably just as cheap as you only buy what you actually like and no return postage costs. Only exception for me is when I’m buying a second/third item of something I already own.

    December 14, 2013 at 12:49 am #765639
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    Topcat

    mrmo wrote:Odd, ordered a

    mrmo wrote:
    Odd, ordered a pair of swimming costumes for the SO, both tried on and both got sent back refunded with no questions?

    That’s a result, no retailer has to accept swimwear or underwear back. Even the distance selling regulations provide an exemption for items like this. It’s good to see retailers using a bit of common sense.

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