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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 13 replies - 31 through 43 (of 43 total)
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  • December 13, 2013 at 11:20 pm #765637
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    LeDomestique

    I’ve found Wiggle excellent
    I’ve found Wiggle excellent on returns. I recently sent back a Castelli vest that the zip failed on after I had owned it for eight months but not actually worn much. They changed it immediately no questions asked. They’ve done the same with anything else I’ve sent back. I’d rate them oustsrtanding on service.

    December 13, 2013 at 10:06 pm #765635
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    drfabulous0

    oozaveared wrote:Wiggle? Are

    oozaveared wrote:
    Wiggle? Are they in some sort of financial trouble?

    It’s the bike trade, it’s winter.

    December 13, 2013 at 5:26 pm #765633
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    Chuck

    Nixster wrote:
    Didn’t get my

    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 😉

    December 13, 2013 at 4:49 pm #765631
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    Nixster

    I’ve returned loads of stuff
    I’ve returned loads of stuff to the extent that I’ve taken to ordering items in more than one size and more than one brand to get the right fit. I’ve always found them both prompt and courteous in response to queries.

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

    December 13, 2013 at 11:05 am #765629
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    jmaccelari

    I’ve just returned some
    I’ve just returned some winter gloves (last week) with no hassles and very prompt service.

    December 13, 2013 at 11:00 am #765627
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    oozaveared

    DanTe wrote:I had exactly the

    DanTe wrote:
    I had exactly the same set of circumstances with a pair of pricey Gore bibs. They eventually did go back but not without a struggle.
    The struggle I had with Wiggle revolved around the wash/not wash returned clothing. One guy said wash it, the other said you can’t have your cash back because you’ve washed it.
    I still use Wiggle but nowhere as much as I did.
    They have to be careful as a faceless organisation as I’ve heard lots of similar complaints.

    Recently I’ve had extremely good customer service from Chain Reaction in a situation that could quite reasonably of gone the other way.
    Also exceptional no questions asked service on the return of a cracked Ksyrium Elite to Merlin Cycles.

    Well yes. That why I think there must have been a change of policy or something. I have sent loads of stiff back in the past including some Gore 3/4 waist tights. They just refunded and not a murmur. And they don’t just go on your head either.

    December 13, 2013 at 10:49 am #765625
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    Chuck

    I imagine they might quibble
    I imagine they might quibble if they think something’s been used in anger rather than just tried on. Never had any problems returning clothes myself.

    December 13, 2013 at 10:46 am #765623
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    Rockplough

    Sent back a Sugoi jersey just
    Sent back a Sugoi jersey just recently due to it being crap quality and a poor fit. No quibbles from Wiggle on that occasion.

    December 13, 2013 at 10:39 am #765621
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    mrmo

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

    December 13, 2013 at 10:22 am #765619
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    dave atkinson

    under the distance selling
    under the distance selling regulations you have a duty of care as a consumer to take reasonable care of goods but a retailer can’t insist that a product is returned new and unopened. That’s a breach of the regulations. it doesn’t matter what their ‘policy’ is

    December 13, 2013 at 9:55 am #765617
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    DanTe

    I had exactly the same set of
    I had exactly the same set of circumstances with a pair of pricey Gore bibs. They eventually did go back but not without a struggle.
    The struggle I had with Wiggle revolved around the wash/not wash returned clothing. One guy said wash it, the other said you can’t have your cash back because you’ve washed it.
    I still use Wiggle but nowhere as much as I did.
    They have to be careful as a faceless organisation as I’ve heard lots of similar complaints.

    Recently I’ve had extremely good customer service from Chain Reaction in a situation that could quite reasonably of gone the other way.
    Also exceptional no questions asked service on the return of a cracked Ksyrium Elite to Merlin Cycles.

    December 13, 2013 at 9:38 am #765615
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    mooleur

    I’ve always found them to be
    I’ve always found them to be touch & go. I’ve not done any returns with them but sometimes when I’ve ordered “in stock” items I’ve had to mail them a few weeks later asking whats going on only to be told “we’re waiting for it to come in from the supplier, we don’t have a timescale”.

    In the same breath, though, I’ve had people apologise profusely for the same or similar problems and issue me a full refund and some vouchers by way of apology!

    I’d keep arguing your point (in a friendly way of course!) – I’d say you’ve probably just got a grumpybum at the other end. As long as the hats got all it’s labels etc on and it’s in exactly the same condition as it was when you opened the package then it should be fine. Double check their returns policy on hats & accessories too it might be a case of that’s just what they do.

    December 13, 2013 at 9:36 am #765613
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    Shep73

    This sounds strange, my
    This sounds strange, my reason for saying so is that Wiggle donate all returned items to a bike jumble in Tetbury. This includes clothes that had been sent back so they obviously used to refund/replace.

    On a side note it’s worth a visit, I Paid £35 for a Garmin cadence sensor and a K edge mount.

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