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Joeinpoole.
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May 11, 2018 at 11:05 am #28504
kil0ran
Having a dispute with Wiggle at the moment, has anyone else experienced this?
Bought some shoes and as per usual ordered 3 sizes to work out best fit. Total cost around £260. Paid for them partly via credit card and the rest with a £50 voucher.
Kept one pair of shoes, price of these was £85.
Returned other two pairs (value £170). Wiggle have refunded £120 to my credit card and £50 in vouchers and are refusing to apply the voucher to the goods I’ve kept.
Now I can understand that if I returned the whole order, or the retained goods cost less than £50, that I’d need to have a refund in vouchers to the appropriate value, but that isn’t the case here – I’ve kept goods costing £85.
Flat out refusing to refund me entirely to the credit card. Not particularly bothered because I’ll just do a chargeback via Paypal/Amex but surely this policy is incorrect? I’ve effectively ended up paying £85 for a pair of shoes I was expecting to pay £35 for.
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Fifth Gear
kil0ran wrote:zero_trooper wrote:Not Wiggle, or cycling for that matter, but quite a few years ago my daughter phoned in an order for a pair of shoes and wanted advice re sizing. The assistant recommended buying multiple sizes to get the right fit, as returns were free of charge.
It’s a business model.
Yep, they’re all set up to do returns, its the cost of not having a high-street storefront. I’m not a fan of the process but when it comes to shoes how else are you going to be able to get the right fit? Most of these shoes aren’t in stock in LBS/Evans/Halfords – certainly the ones I wanted weren’t. It’s why they offer free returns in the first place – they were among the first to do it in online retail and its got them the market position they’ve got today.
Not sure I can return the other pair as I’ve worn them on rides and attached cleats.
The cost to me is £35 because the gift voucher was actually a gift – and now I’ve got an £85 charge on my credit card rather than £35. Maybe this is slightly odd but I also wanted to buy the shoes with the voucher because it was a leaving present from work and I wanted to have something a bit more permanent and personal than pissing it away on spares. Last pair of shoes lasted me 4 years and I expect these to do the same.
[/quote]I appreciate the problem with shoes. I have guessed right by trying the same brand in the shop first.
don simon wrote:zero_trooper wrote:Fifth Gear wrote:What you have done is create an expensive and time-consuming exercise for Wiggle so I don’t blame them at all. If you are a customer who not only regularly returns items but makes multiple orders with the express intention of returning most of them then it is highly likely the retailer will decide it is not in their interests to serve you any more.Not Wiggle, or cycling for that matter, but quite a few years ago my daughter phoned in an order for a pair of shoes and wanted advice re sizing. The assistant recommended buying multiple sizes to get the right fit, as returns were free of charge.
It’s a business model.
Only if they say so.
Which they do – homepage, third line down – free delivery, free returns, right alongside a price guarantee.
Pretty much every online retailer of clothing/footwear does it. Catalogues have done it for as long as I can remember (Freemans catalogue, early 80s for example). Then you had the famous Argos 14-day no quibble guarantee, admittedly that was a return to store.
It’s basically a battle between the Sales Teams and Logistics Teams. Free returns increase sales, but increase logistics costs. Everything gets priced accordingly, which is why bigger the better wins in online sales – because they can negotiate the deep discounts with Collect+, DPD, Yodel, etc.
don simon wrote:I don’t think they’ve done anything illegall, or indeed unethical. They want your money and that’s the best way to ensure that you spend another £50 quid with them.The retailer must pay you back in the way that you paid and that is exactly what they have done. I don’t understand how you arrive at paying £35 as someone has paid £50 for the voucher. The shoes were £85.
I’m nowhere near siding with large retailers who rip people off, but here you would appear to be the one who wants to play the system to your advantage, both in ordering three sizes, then expecting to “only” pay £35.
As for chargeback! Are you kidding? Learn a lesson ffrom your mistakes and move on.
Next time I suggest you tell the retailer to apply the voucher to the shoes that you are keeping in advance or go to the fucking High Street and stop being a tight arse!
EDIT: If I were Wiggle I’d be charging you a premium of 50% for this service as you’ve taken stock out of there system for a few days which they can’t sell and have lost income for.
Shoes weren’t available on the High Street – checked all LBS round here and even checked a few shops when I was up in London last week.
Ordering multiple sizes in one go actually reduces their costs (because they offer free delivery/free returns) and when it comes to shoes/clothing there’s really very little option but to do it. You’ve also got to factor in Shimano’s esoteric approach to shoe sizing – usually need to go up a size in road shoes but that didn’t apply here (SPD touring shoes) but had no way of knowing until I tried them.
Cost should be £35 to me because the voucher was actually a leaving gift from work.
zero_trooper wrote:Fifth Gear wrote:What you have done is create an expensive and time-consuming exercise for Wiggle so I don’t blame them at all. If you are a customer who not only regularly returns items but makes multiple orders with the express intention of returning most of them then it is highly likely the retailer will decide it is not in their interests to serve you any more.Not Wiggle, or cycling for that matter, but quite a few years ago my daughter phoned in an order for a pair of shoes and wanted advice re sizing. The assistant recommended buying multiple sizes to get the right fit, as returns were free of charge.
It’s a business model.
Yep, they’re all set up to do returns, its the cost of not having a high-street storefront. I’m not a fan of the process but when it comes to shoes how else are you going to be able to get the right fit? Most of these shoes aren’t in stock in LBS/Evans/Halfords – certainly the ones I wanted weren’t. It’s why they offer free returns in the first place – they were among the first to do it in online retail and its got them the market position they’ve got today.
Not sure I can return the other pair as I’ve worn them on rides and attached cleats.
The cost to me is £35 because the gift voucher was actually a gift – and now I’ve got an £85 charge on my credit card rather than £35. Maybe this is slightly odd but I also wanted to buy the shoes with the voucher because it was a leaving present from work and I wanted to have something a bit more permanent and personal than pissing it away on spares. Last pair of shoes lasted me 4 years and I expect these to do the same.
don simon fbpe
zero_trooper wrote:Fifth Gear wrote:What you have done is create an expensive and time-consuming exercise for Wiggle so I don’t blame them at all. If you are a customer who not only regularly returns items but makes multiple orders with the express intention of returning most of them then it is highly likely the retailer will decide it is not in their interests to serve you any more.Not Wiggle, or cycling for that matter, but quite a few years ago my daughter phoned in an order for a pair of shoes and wanted advice re sizing. The assistant recommended buying multiple sizes to get the right fit, as returns were free of charge.
It’s a business model.
Only if they say so.
zero_trooper
Fifth Gear wrote:What you have done is create an expensive and time-consuming exercise for Wiggle so I don’t blame them at all. If you are a customer who not only regularly returns items but makes multiple orders with the express intention of returning most of them then it is highly likely the retailer will decide it is not in their interests to serve you any more.Not Wiggle, or cycling for that matter, but quite a few years ago my daughter phoned in an order for a pair of shoes and wanted advice re sizing. The assistant recommended buying multiple sizes to get the right fit, as returns were free of charge.
It’s a business model.
What you have done is create
What you have done is create an expensive and time-consuming exercise for Wiggle so I don’t blame them at all. If you are a customer who not only regularly returns items but makes multiple orders with the express intention of returning most of them then it is highly likely the retailer will decide it is not in their interests to serve you any more.
Return all three pairs.
Return all three pairs.
Get a partial c.c. refund and £50 of vouchers.
Re-order the ones that fit.
Use v as part payment.
Otherwise Rule #5 and put it down to experience – which is what Don Simon said.
Leeroy_Silk
I can see why they did it
I can see why they did it this way, makes good business sense, although I can also see why you’re pi55ed off!
Can you return the 3rd pair of shoes, get a full refund, then buy them back with your £50 voucher?
It might be inconvenient but at least you’ll be giving it to the man!
don simon fbpe
I don’t think they’ve done
I don’t think they’ve done anything illegall, or indeed unethical. They want your money and that’s the best way to ensure that you spend another £50 quid with them.
The retailer must pay you back in the way that you paid and that is exactly what they have done. I don’t understand how you arrive at paying £35 as someone has paid £50 for the voucher. The shoes were £85.
I’m nowhere near siding with large retailers who rip people off, but here you would appear to be the one who wants to play the system to your advantage, both in ordering three sizes, then expecting to “only” pay £35.
As for chargeback! Are you kidding? Learn a lesson ffrom your mistakes and move on.
Next time I suggest you tell the retailer to apply the voucher to the shoes that you are keeping in advance or go to the fucking High Street and stop being a tight arse!
EDIT: If I were Wiggle I’d be charging you a premium of 50% for this service as you’ve taken stock out of there system for a few days which they can’t sell and have lost income for.
PeterPeterPeter
Weird one that, and I’m
Weird one that, and I’m struggling as well to see why they won’t offer it as a refund.
I would guess either that some quirk of their order system means the voucher is already matched up with one pair of shoes (presumerably a returned pair), although that seems pretty simple to fix.
Alternatively you’ve done something to piss off a customer service guy?
I don’t know too much about how simple the chargeback is, but it doesn’t look like an easy win to me. What I would do in your shoes (geddit) is suggest to wiggle that you instead return the last pair, then spend the £50 voucher on a new identical order. That would only cost them two lots of delivery so hopefully might spur someone into action.
Or you could just start plotting your next upgrade 🙂
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