Wiggle.co.uk 

due to an error made by the delivery service wiggle uses, my order for winter gloves and a bike lock was returned to wiggle and i was refunded. i was told by wiggle to simply reorder, but my basket total was then higher. i asked for a discount code to return my basket to its original price, as my having to reorder was due to no fault of my own, and wiggle refused. very disappointing, i shan’t be using their services again.

The socks aren't any warmer than standard stocks - perhaps because they are not 100% wool

An avid road cyclist, I used Wiggle quite a bit a few years ago, but currently they are clearly having BIG problems - especially on the logistical / administration side. I recently purchased two pairs of the same shoe for size, but neither was right, so I sent them both back together, same day. Bizarrely, I only received refund for ONE, despite them both being returned together.

Unfortunately, Wiggle have removed any way of contacting them - no telephone number, no direct email - only an email form on their website with painfully slow response. They continually lied during my correspondence (claiming they had already refunded me, or the information I provided was incorrect) and bluntly ended conversation threads, making me restart the whole process many times. I can only imagine to make me give up.

After 4 weeks of constant (and painfully restarted) correspondence, I contacted the Citizens Advice Bureau who confirmed Wiggle were breaching common law and acting illegally. I had to raise a Visa dispute to finally get my money back from them.

I will never, ever use them ever again.

Order a pair of Leki folding trekking poles poles @ £148. Must confess to being a little nervous.
My worries were totally unfounded, literally the perfect transaction. Easy ordering, almost instant tracking info, delivery time slot sent following day and delivery was super quick with excellent communication.

Can only score them 10/10. Wonderful experience!

Hopeless. I had vouchers gifted to me and decided to buy a Garmin watch. They use Evri (AVOID AT ALL COSTS) to ship, but the goods never arrived.

Wiggle have been extremely slow to respond and refused to send a replacement. They have also not refunded shipping charges. I had to do all the running around as Wiggle didn’t seem to care.

Be very careful, ordered a wet suit that had a slight tear in it. Was going on holiday so needed it, the wetsuit was still useable but the tear will no doubt expand over time. They asked me to send it back for a review which can take up to two weeks. Not once did they offer a discount and I needed a wetsuit for holiday and couldn’t wait over 2 weeks for a refund. The fact the the tear was sent to them and so clear and visible, was a disgrace they didn’t offer me some sort of refund. Customer service just kept copy and pasting emails so wasn’t really engaging in the conversation. Now I have a wet suit that will likely last a much shorter time that suppose to

During the Black Friday sale I saw my dream bike for sale at a good price, it was marked as outlet so I assume there was only one. I bought the bike and got a delivery date of the 12th of December, checking the page the bike is now out of stock so I’m pretty sure I bought the only one.

It comes round to the 12th and the bike hasn’t been dispatched yet. Contracting customer support they apologised for the delay but understandable they sold a lot of bikes during Black Friday and needed to check them all before shipping. But they confirm the bike will be delivered on the 19th.

On the 15th I got an automated email informing me my order has been cancelled. In a different email from customer service they apologised for cancelling my order but due to a warehouse system error the bike was already out of stock when it was listed on the website and they only became aware of it 48 hours after I purchased the bike.

Now this is where my real issue is and I’m appalled at the quality of the customer service I received. They should have informed me the bike was out of stock as soon as they were alerted to the system error but instead they waited 18 days!!!. By this point the Black Friday sale had ended and all the good bikes had either sold out or gone massively up in price. Because of this terrible service I’m without a bike and will likely never see a sale as good as that one due to Wiggle being sold off to competitors which will likely increase prices further.

My advice to any customers looking to buy a bike from Wiggle, use a credit card and email them the following day to confirm they actually have YOUR bike in stock. They take 2 - 3 days to reply anyway so that’s the 48 hour warehouse system error delay accounted for.

Always used wiggle and chainreacton in the past, over Christmas saw they were reducing bikes and dispite everything happening at wiggle decended the deal was too good to miss. Placed the order on the 21st December with an estimated delivery date of the 10th Jan. Received email saying it had been despatched on the 2nd Jan, was hoping would arrive that week, but had to wait a little longer but finally arrived a day before the actual estimated date when ordering. Great bike, amazing price. Thankyou once again.

Despite reading some mixed reviews I decided to order a few 'on sale' items
I am delighted to advise the following -
ordered 4pm yesterday and delivered 8.30am today
well packaged and in perfect condition
extremely good value
only wish is that they had direct phone helpline
but given the circumstances its OK.

I have had an appalling experience with Wiggle.

I placed order number W23001019814 for a new bike on 14 December with an expected delivery date of 3 January. I have had no communication from them since other than the initial order confirmation.

The order did not arrive.

I looked for a number to call, there is no number so I had to use web chat.

The automated bot initially looked good but when I got through to a person they asked for the same information that the I already gave the bot. It felt like they were busy and the web chat strategy was to delay customers.

I then got told I was being transferred to someone else (another delay tactic?). Eventually the same person said that they had to escalate my query and I would have a response in 3-5 working days.

At that point, (because I'm not a very patient person), I asked to cancel my order.

They actually told me that I could not cancel my order (despite having a lot of my money, not delivered me anything and having no delivery date).

I had a few apologies and then she asked if there was anything else she could help with.

Well, I clearly wanted help but none was available...

I will wait and see if I get my new bike.

My current recommendation to potential customers is to be very wary of this company.

Refunds process now seems broken, unable to get a refund and impossible to get hold of anyone to help. Looks like I won't be getting my money back... or using Wiggle again.

Product was ex stock yet did not arrive for 14 working days. Faulty seat post causing it to slip when riding. Getting hold of wiggle to talk to someone is nightmare, do not buy a bike from these guys unless you want serious pain

I have always had good experiences ordering from wiggle.
But most recently I made an order to be shipped to Malta.
I received great customer service from George, who helped convert a gift card to euros so that could use it abroad.
I was assured that my order would arrive by a certain date (23/11) as I made aware I was leaving the country. (1/12)
I checked on the tracking information throughout the process which was going well until it didn’t provide an update for a week. (From 21/11) I contacted customer services by email and messenger and chat bot with no response.
My order arrived on 4/12.
I have been told that I am unable to receive a refund or replacement for a £170 item! I have to wait for the rucksack to be sent back from malta, and no one knows how long this will take.
I understand that there are times when shipping is out of anyones control, however, I should not have been assured that my item would certainly arrive on time, and I should have gained accurate responses and investigation throughout the shipping process when things weren’t looking good.
Therefore I think that it is fair that the company either send me a replacement or a refund, and wait for the other rucksack to return themselves.
Please take responsibility for the issue.
I hope to order from wiggle again in the future.

I ordered the wrong item online. Realised straight away and got through to someone on chat within 30 minutes of placing order. They refused to cancel saying it had already gone too far in the shipping process (within 30 mins and on a Bank Holiday!) and instead told me to return. Incredible waste of their time and mine, plus the unnecessary environmental impact of delivering the order and returning it. Won't bother again.

Good fast delivery.
Great lightweight kids bike suitable for 6 yrs and above. Low slung crossbar and adjustable low eat along with very lightweight aluminium frame, means even younger kids can ride this stable bike. The hydraulic disc brakes are great and the 7 gears smooth. Just a seat bike and good value for money. I paid £299.99 I. The sale but at full price would still be a good deal for this.

Avoid if you can. Customer service is horrible and unhelpful. I had a return and the item was lost and the team did not help to resolve it after days of email exchange.

Never again dealing with these lousy companies.

I returned an Item back in September 23 and to date I am still awaiting my refund. I have sent postal confirmation and relentlessly emailed. I have several emails back to apologise for the delay but still no refund. All I want is a bigger size! They won’t change it. I have to take a refund but the refund is not coming through!! A disgrace and waste of my time! Have not placed any order since.

My first and last experience with Wiggle.
Ordered men’s shorts as a Christmas gift, received delivery on Thursday 21st Dec of youth gloves!
Emailed Wiggle to inform them the incorrect item had been sent, I was then asked for proof - I sent a photo of the gloves, the barcode on them and the barcode on the bag.

The response from Wiggle:

I can offer a gift voucher amount of £30.00
Or
A full cash refund, please allow three to five working days for the amount to show in your account.

Unfortunately we don't offer replacements or exchanges.
On this occasion there is no need to return the incorrect item, but please dispose of this safely.

I don’t see how sending me the item I have paid for can be classed as a replacement or exchange. There has been no response to my last email and I assume no refund will take place until January.
I am also unable to get the shorts delivered (from elsewhere obviously) in time for Christmas.

Ordered on 17th December and paid for next day delivery. No sign of order by 19th, e mailed, no response until 29th but assured item was with courier and due for delivery. Today, 23rd, still no order, live chat , advised that they need to investigate and to get back in touch by 5th January, explained that it was a Christmas gift and requested a refund but told they would not refund until the outcome of the investigation. Appalling service. My contract is with them not the courier. Won’t order from t this company again

I have been a loyal customer for years and about disgusted with my last 2 orders from wiggle. Extremely hard to get hold of and they also accused me of lying about the location of my parcel (they didnt deliver it!) wouldnt refund until i got advice from a solicitor. Customer service was awful and the process was stressful. I will never use them or recommend them again.