Good Customer Service from Wiggle
Discussion
I bought some overshoes in October and have used them over the winter.
I noticed over the weekend that the stitching had come undone from the body of the shoe to the elasticated seam.
I sent an email to Wiggle yesterday with photos of the fault and they replied with a gift voucher code to buy a new pair!
Happy bunny.
Steve
I noticed over the weekend that the stitching had come undone from the body of the shoe to the elasticated seam.
I sent an email to Wiggle yesterday with photos of the fault and they replied with a gift voucher code to buy a new pair!
Happy bunny.
Steve
Just to offer a little balance (not to say that their customer service is "bad" as such, but my experience of it all the same), there were a few things that annoyed me about ordering a bike from Wiggle.
First off, their seemingly variable prices – week-by-week (or even day-by-day), the price of the bike that I was purchasing (which admittedly I dallied over for some time) varied quite significantly, to the point where I ended up purchasing the bike and they then dropped the price by £80 the following week. This was a bit frustrating to say the least (especially when months back I had seen the bike advertised at the price they eventually dropped it to again) and makes it a bit of a lottery when you buy.
Secondly, as I dallied between the bike I ended up with and another, their stock levels varied in the meantime. Obviously this is not their problem, and wouldn’t have been a problem for me either if I were able to ascertain from them what they had in stock at that exact moment in time and resolve the issues I had (initial bike I ordered was too small despite using their sizing guide so attempted to swap for an alternative model in larger size). As it happened though I was waiting days at a time for an email response to queries since there are no people you can pick up the phone and speak to (nor instant chat or anything) and in the time in-between the new bike had gone out of stock and the price had changed of the original one!
Haribo, pedal spanner and nice starfish allen key thing aside, the above soured the experience of purchasing a bike from them a bit unfortunately. That said, there were a lot of good points to note too, notably the price (which despite increasing was still excellent), the bike(s) arriving extremely well packaged and completely undamaged. They also redeemed themselves somewhat when the new bike developed a fault by reimbursing me for a LBS to fix the problem and giving me a £20 voucher on top for the inconvenience caused.
Additionally, when I have bought but needed to exchange other things bought from wiggle, the whole experience has been excellent, free (for the consumer) and largely without hassle. Basically the common denominator I can identify is when you need to contact them you’ll need to bear in mind that there will be days between responses – if you can use their automated returns system however, no problems at all.
First off, their seemingly variable prices – week-by-week (or even day-by-day), the price of the bike that I was purchasing (which admittedly I dallied over for some time) varied quite significantly, to the point where I ended up purchasing the bike and they then dropped the price by £80 the following week. This was a bit frustrating to say the least (especially when months back I had seen the bike advertised at the price they eventually dropped it to again) and makes it a bit of a lottery when you buy.
Secondly, as I dallied between the bike I ended up with and another, their stock levels varied in the meantime. Obviously this is not their problem, and wouldn’t have been a problem for me either if I were able to ascertain from them what they had in stock at that exact moment in time and resolve the issues I had (initial bike I ordered was too small despite using their sizing guide so attempted to swap for an alternative model in larger size). As it happened though I was waiting days at a time for an email response to queries since there are no people you can pick up the phone and speak to (nor instant chat or anything) and in the time in-between the new bike had gone out of stock and the price had changed of the original one!
Haribo, pedal spanner and nice starfish allen key thing aside, the above soured the experience of purchasing a bike from them a bit unfortunately. That said, there were a lot of good points to note too, notably the price (which despite increasing was still excellent), the bike(s) arriving extremely well packaged and completely undamaged. They also redeemed themselves somewhat when the new bike developed a fault by reimbursing me for a LBS to fix the problem and giving me a £20 voucher on top for the inconvenience caused.
Additionally, when I have bought but needed to exchange other things bought from wiggle, the whole experience has been excellent, free (for the consumer) and largely without hassle. Basically the common denominator I can identify is when you need to contact them you’ll need to bear in mind that there will be days between responses – if you can use their automated returns system however, no problems at all.
Gassing Station | Pedal Powered | Top of Page | What's New | My Stuff