Purchased a wetsuit in the sale. It didn't fit. Returned it 2 days after receipt in the same packaging it came in, including a cover letter with order number, reason for return and credit card details... See more
Wiggle.co.uk
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See what reviewers are saying
Have ordered a number of DHB (Wiggle's own brand) clothing items, very well made, comfortable and comparable quality to premium branded items. Under the circumstances despatch time quick. I do wor... See more
Another phenomenal deal with superb service provided as always! I never had a single issue ordering from you❤️👊🏻Absolutely devastated about latest news about company😭I will buy until last day of tr... See more
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... See more
Company details
About Wiggle.co.uk
Written by the company
Having sold online bike parts and accessories for more than 10 years and having a deep history and passion for
cycling, it's no wonder we are the UK's #1 online cycle shop. Our expertise lies in offering incredible
deals on a superb range of top quality mountain bikes, road bikes, bike parts and cycle accessories to
buy, available with free delivery or our same day priority dispatch.
Contact Information
You can direct your query by this form: http://www.wiggle.co.uk/ContactUsForm.
Otherwise address any correspondence to our registered office address (There are no facilities for customer personal collections at this address.)
Wiggle Ltd 1000 Lakeside, Suite 310, Third Floor N E Wing Portsmouth PO6 3EN
Contact info
Still the Peloton leader
It’s well published that Wiggle have a few issues currently. Ive placed several orders during these tough times and it’s still the same 1st class service!
Thanks folks
28 November 2023
Unprompted review
Terrible customer service
Order: W23000284889
I have been awaiting the refund on a purchase since Wiggle received the return parcel on 23/10/23. Over one month later, they claim they have not received the package yet the Rebound service confirms they got it. No one in their Customer Service team seems willing or able to take responsibility to resolve the issue.
Wiggle reply: "Be assured this is not a problem we are often faced with". Tbh, that doesn't assure me at all. I've been waiting for my refund for over a month. I have exchanged several emails with the Customer Service team who have shown no ownership of the issue whatsoever. I need a refund or, as Evri recommend, for Wiggle to open an "investigation" to locate the package or make a claim with Evri.
23 October 2023
Unprompted review
Reply from Wiggle.co.uk
Hi Steven,
Thank you for taking time to provide feedback which allowed me with the opportunity to review your case.
I am very sorry to learn of the difficulties you have experienced with the return of your recent order. We pride ourselves in the quality of our products and service, so it is disappointing to hear this.
Our specialist Shipping Team work alongside the couriers to ensure final mile delivery runs smoothly so please be assured that this is not a problem we are often faced with.
Unfortunately I am unable to look into this as you have not provided your order reference, however I would kindly ask that you please send an email through to our Customer Services team, via the Contact Us page on our website, so that we can investigate this.
Thanks
Phil
Good experience in hard times
Hard times for Wiggle and its employees. I bought a set of Prime Primavera disc wheels at a good price and paid by debit card on Sunday evening. Wiggle did not manage to honour the Wiggle + next day delivery commitment so I was a bit concerned but received prompt email reply from customer services to allay my fears. The wheels arrived early next morning...and they look absolutely super.
27 November 2023
Unprompted review
Worst experience ever, more like a scam
Worst experience ever, more like a scam
On my way to Ironman, I was trying and decided to order an Agile Zone 3 wetsuit. I have paid extra for express delivery as I wanted to train in a new suit for a couple of weeks. The order was never received.
After 10 days of delay, wiggle still didn't provide any status on my order. Only excuses for how sorry they are, but no reasonable actions. After contacting Aramex who is their shipper. they informed me that Wiggle never handed over the shipment to them, even on the Wiggle website it was indicated the package had been shipped. Customer support replied to only 1 of my requests.
If only they had been honest and told me they did not know what is going on with the shipment, I could've looked for an alternative. Now I need to fly to my competition without a suit and hope I can find something on the spot.
Now looking at the return policy they do not want to refund the extra 50$ which I paid on top for express, even though the shipment was never sent.
so result of shopping with wiggle:
1. no order was recived.
2. failed with training thanks to wiggle delay.
3. wasted 50$ with no chance to get it back
4. forced to buy more expensie and probably not the best choice for me westsuite.
Extremly disappointing experience.
Zamanbek Mirzayanov
30 November 2023
Unprompted review
Reply from Wiggle.co.uk
Hi Zamanbek,
Thank you for taking a moment to leave your review, which has allowed me the chance to review your case.
I would like to start by saying sorry for this unexpected delay with your order, and for any confusion with regards to the tracking, or messages from Aramex.
I can confirm that your order has been dispatched and it is in the hands of Aramex but regrettably, the delivery process has been slowed down as they had requested I.D. from you before processing the parcel.
I greatly appreciate you providing us with your I.D. as requested, and I am sorry for the delay in our responses. I am pleased to confirm that we have forwarded your information on to Aramex to allow them to process the parcel and move towards delivery.
I hope, now, we are moving towards getting you your order for your wetsuit. I am sorry, however, for the impact this delay has caused with regards to your competition, and not having the most ideal wetsuit for it.
I understand that you have paid express shipping and unfortunately I see that a refund has not yet been processed for this. I can confirm, due to the delay, I have processed a refund for the postage you paid for this order.
Finally, I apologise again for any inconvenience or disappointment caused.
Thanks,
Richard
Wiggle has been great for me till now
Come on guys I really like wiggle but, recently they don't seem to be doing too well. I've been trying to give you guys a chance by waiting and waiting for a response. This what I sent to you on Saturday, please sort it out. I've called parcel force the 6th time now and they say they've escalated it to the manager and I was supposed to hear back the same day but of course I didn't.
Order Number: W23000862190 Comments: Dear Wiggle, This bike was supposed to arrive on Tuesday, but is still stuck at the parcel force east London depot. Every day they will update the tracking saying "prepared for delivery" but it never goes out for delivery. I've called them on Thursday and he was sure it was out for delivery and said it was gonna be delivered within the next hour. It never did. I then called on friday and the guy said it hasn't been out for delivery since Tuesday and today (Friday) it is out for delivery and should arrive today. Suprise Suprise it still has not. Arrived. Please may you follow this up with parcel force because it seems to be stuck in a loop of being prepared for delivery every day and I've already called them twice. (I also placed this order on the 6th and it's the 25th at the time of writing). Thank you very much, Kind regards Shahmir
30 November 2023
Unprompted review
Reply from Wiggle.co.uk
Hi Shahmir,
Thanks for taking a moment to leave your review, which has allowed me the opportunity to review your cases.
I am very sorry to hear that you have not yet received your Bike and I can see that whilst it is with Parcel Force, it has not yet been delivered from their depot. I apologise for any disappointment that this has caused.
I appreciate, with the Black Friday sales, that the volumes that couriers have to handle during this time will dramatically increase. Unfortunately, this may be a factor that has impacted the normal delivery time for your order.
I can confirm that we will contact Parcel Force directly to try and establish the problem, and work towards getting your parcel delivered to you. As soon as we have received any update, we will email you with the information we received.
I appreciate your patience and I apologise again for any inconvenience caused.
Thanks,
Richard
Awful company
Awful company, placed an order that didn't arrive. Still sat with Evri, who have admitted they have lost the parcel.
Wiggle are refusing to refund until i return the lost parcel! That I've not had.
I'm out of pocket ,would never recommend anyone order from them.
Customer service terrible
I've got a dozen+ emails from customer service who have just left it to me to chase up.
23 November 2023
Unprompted review
Reply from Wiggle.co.uk
Hi Michelle,
I’m really sorry for any disappointment or inconvenience caused with your recent shopping experience with us.
I’m sorry to hear of the poor experience on your recent delivery and that you were unhappy with how your problem was dealt with by our Customer Service team.
Our specialist Shipping Team work alongside the couriers to ensure final mile delivery runs smoothly so please be assured that this is not a problem we are often faced with.
Unfortunately I am unable to look into this as you have not provided your order reference, however I would kindly ask that you please send an email through to our Customer Services team, via the Contact Us page on our website, so that we can investigate this.
Thanks
Phil
EU orders aren't working
I ordered few things which should have been delivered into EU. The package can't be delivered outside the UK, the parcelforce stopped the delivery. The Wiggle chat service is a mess. You wait in line for 1 hour and you get disconnected right when you get to chat with them. SCAM !
29 November 2023
Unprompted review
Reply from Wiggle.co.uk
Hi Catalin,
Thank you for your review.
I’m sorry to hear you are disappointed with your recent order with us. This is certainly not the level of quality we would expect; I can completely understand the disappointment and upset you have been caused.
We always try to make the information on our site easy to understand and I am disappointed that you have not found this to be the case.
Unfortunately I am unable to look into this as you have not provided your order reference, however I would kindly ask that you please send an email through to our Customer Services team, via the Contact Us page on our website, so that we can investigate this.
Kind Regards,
Phil
Your customer service via Chat is pathetic. Make it more user friendly and issues get resolved on phone quickly
I had to place a return and was trying to reach the customer service. The chat window shows a waiting for more than 10 at a time. You constantly check back (which might take 15-20mins) and if you miss then you have to restart again. Atleast there must be a notification sound, when your session is active. It took me 3 days, just to speak to someone via chat. That sucked !!
29 November 2023
Unprompted review
Reply from Wiggle.co.uk
Hi Krishna,
Thank you for your review.
I’m sorry to hear you are disappointed with trying to get in touch with us. This is certainly not the level of quality we would expect; I can completely understand the disappointment and upset you have been caused.
We always try to make the information on our site easy to understand and I am disappointed that you have not found this to be the case.
Unfortunately I am unable to look into this as you have not provided your order reference, however I would kindly ask that you please send an email through to our Customer Services team, via the Contact Us page on our website, so that we can investigate this.
Kind Regards,
Phil
Don't buy from Wiggle. If there is a problem they won't deal with it
I ordered a sports bra on wiggle. When it arrived it was not what I was expecting. The photo on the website was for a more expensive brand. I was offered a free return (usually refunds are at buyers own cost). I sent it back using their Evri return label. 16 days later I am waiting for a refund. No phone number to phone and emails are met with a standard reply. They won't refund until they get my parcel back but I think my parcel is lost (sat at a local hub for 14 days). In the meantime I am £40 out of pocket. I will never order from Wiggle again. Their customer service is terrible and the staffs hands are tied by company procedures that dont put the customer first.
I response to the response from Wiggle dated 30.11 - I provided the order number every time I emailed Wiggle. Wiggle fobbed me off until I got so frustrated that I left a negative review on Trustpilot My refund followed shortly after.
29 November 2023
Unprompted review
Reply from Wiggle.co.uk
Hi,
Thank you for taking time to leave feedback on our return service.
I am very sorry to hear that the support received has fallen short of expectation on this occasion. I can assure you that our whole operation is focused on customer satisfaction. This is certainly not the level of quality we would expect; I can completely understand the disappointment and upset you have been caused.
Unfortunately I am unable to look into this as you have not provided your order reference, however I would kindly ask that you please send an email through to our Customer Services team, via the Contact Us page on our website, so that we can investigate this.
Thanks
Phil
Friendly customer service, but appalling quality!
I purchased the Vitus Rapide 29 and received the bike far quicker than expected which was a nice surprise. However upon un packaging the box there was a large chip to the headset and to the brake lever. I was shocked to find this kind of damage to a new bike. However I was more disappointed to find that the front disk rotor was bent which didn't allow the front wheel to spin without considerable force.
The team on Wiggle live chat were friendly, but I was equally if not more disappointed in hearing the chips are just cosmetic damage and will not effect the ride performance. As well as having a link to buy a rotor truing tool that I would have to purchase myself to re align the rotor as I was told these can get bent. I wasn't impressed considering the bike was brand new and being told I would have to pay to fix these issues as there could be no option of compensation or exchange other than a refund.
I am left feeling that I was an inconvenience for receiving such a poor product that should have been delivered in perfect condition or that I have been given an old product to get rid of.
But although I was keen to re buy this bike, I now feel totally unconfident that I will receive anything less than I should expect from a new bike.
Since my experience and review, it was nice to see a comment made by an employer asking for my order details. 3 e-mails later and still waiting to hear back from this request has really showed that the reply found on trust pilot was just for show.
I am now waiting on delivery of this bike again after purchasing it for a second time. But will my refund not processed yet I am now the cost of 2 bikes down with no physical bike to show for it. Not only this, but the bike has gone up in price. So for a fault none of my own I have had to spend even more to get the same bike. Thanks Wiggle. I would recommend going else where.
25 November 2023
Unprompted review
Reply from Wiggle.co.uk
Hi Sian,
Thank you for taking a moment to leave us a review with your feedback.
I would like to start by saying I am very sorry to hear that your new Bike has arrived with the damage you mention. I completely understand how disappointing this can be.
From your description, it sounds like the bike has unfortunately had a rough ride in whist in transit. Absolutely, it is our place to make efforts to get this resolved for you in a satisfactory way, and I am sorry if you have in any way felt like you were an inconvenience. I can assure you this is not the case.
Regrettably, you have not included your order number to allow me the opportunity your case and see what I can do to try and get this sorted. Could I kindly ask that you please send us an email and in the subject include FAO Richard. I am happy to take a look into your case to see what I can do to help.
Once again, I am sincerely sorry for any inconvenience or disappointment this has caused Sian.
Thanks,
Richard
LifeLine TT-02 Trainer price reduction
Bought LifeLine TT-02 Fluid trainer in Black Friday sale. Only to receive email on Monday advertising more sales - where product was reduced by 36% (less than three days). I wrote to Wiggle, and all they could answer with was "Sometimes the price may go up, or even better; go down". This company used to care about consumers, now they only care about sales.
27 November 2023
Unprompted review
Reply from Wiggle.co.uk
Hi there,
Thanks for taking the time to leave a review.
I am very sorry to hear that you have had a disappointing experience with your recent order.
Regrettably, you have not included your order number to allow me to review the case, however, I appreciate it can be disappointing when prices decrease after an order has already been submitted.
I can confirm that our Marketing Team invest a lot of time and effort into offering our customers the best possible deals and promotions year-round and endeavour to keep our prices low to meet our customer’s needs.
As part of our Black Friday sales, we are offering further discounts on a huge range of items for a limited time period and these discounts are being continuously rotated to offer the best possible selection for our customers.
I am sorry to hear that we were unable to match the price you have requested on this occasion. I appreciate this may not have been the outcome you had hoped for and apologise for any disappointment this may cause.
Thanks,
Richard
Brutal customer service now- very sad
Brutal customer service. Contact phone number has been removed.
Always a massive queue on live Chat.
No answer from e-mail and no sign of order- it’s long overdue..:-(. AVOID!
Update: 05 Dec 2023- going on 3 weeks- No sign of order!
Wiggle now using Fastway couriers- known for absolutely appalling service.
Neither Wiggle or Fastway can tell me where my order is!!
I asked for my money back- no response 🙈
19 November 2023
Unprompted review
Reply from Wiggle.co.uk
Hi Eamon, thanks for taking the time to leave a review for your latest order.
I am very sorry to hear that the support received has fallen short of expectation on this occasion. I can assure you that our whole operation is focused on customer satisfaction.
Unfortunately, I am unable to look into this as you have not provided your order reference, however I would kindly ask that you please send an email through to our Customer Services team, via the Contact Us page on our website, so that we can investigate this. Our live chat channel is open Mon-Fri: 8am-8:30pm GMT, Sat: 8am - 5:30pm GMT and Sun: 10am - 7:30pm GMT
Absolutely awful customer service
Absolutely awful customer service. Ordered a bike on a Friday they then reduce the price on the following Monday, by a further 10%, they won't credit the difference, I have to return the bike and reorder. I even offered for them to take off the cost of the return £25 from the reduction and save everyone the hassle, but was told I am sorry but this is not possible. We are under administration and we are not able to offer price match.
27 November 2023
Unprompted review
Reply from Wiggle.co.uk
Hi Mr Belcher, thanks for taking the time to leave a review regarding your latest order with us.
I am very sorry to hear that the support received has fallen short of expectation on this occasion. I can assure you that our whole operation is focused on customer satisfaction.
When you place an order with Wiggle, you enter a contract to accept the goods at the price you were happy to pay. Unfortunately, you ordered 2 days before a price reduction on a product in your order and we were unable to assist with a refund or refund in vouchers, that we may have been able to do in the past.
As you alluded to in the last line of your review, we are under the supervision of administration and with this comes restrictions to process and policies until further notice.
I really appreciate that this does not help you however, our customer experience team will have offered advice on the best way for you to gain benefit from a reduced price by suggesting you place a new order for the discounted item and simply return the original to us for a refund.
Our customers have a 30 minute cooling off period in which to cancel their order from within their online account. Your order will have progressed at least 2 full days when you made contact on the Monday.
Once again, please accept my sincere apologies for any inconvenience caused.
Terrible experience
Terrible experience. I bought a bike for a certain price and then 3 days later found out that Wiggle had reduced the price by £70. My bike order was being processed, and I’d had an email from them informing me that they’d had an influx of orders and that it’d take a couple of weeks longer to ship the bike due to inspection/assembly requirements.
Since my bike hadn’t yet shipped, I contacted them to ask if they would honour the new price, and if not then to cancel the order. They declined and said that my bike was too far through the processing stage to cancel the order, and they wouldn’t honour the new price.
It’s been over a week and my bike still hasn’t been shipped, so I don’t understand how it’s “too late” to cancel the order.
Contacted them many times and got the same generic email rubbish that everyone else gets. Really terrible customer service.
Wouldn’t recommend anyone buying from them, and will definitely go elsewhere for future bike purchases or any cycling accessories.
Order number W23000903346 if they see this
16 November 2023
Unprompted review
Reply from Wiggle.co.uk
Hi Evan, thanks for taking the time to leave a review regarding your order W23000903346.
I am very sorry to hear that the support received has fallen short of expectation on this occasion. I can assure you that our whole operation is focused on customer satisfaction.
We are under the supervision of administration and with this comes restrictions to process and policies until further notice.
Regrettably, administration affects us in terms of being able to step outside of process, such a for cancelling orders and/or offering to match the price reduction.
Essentially, as you acknowledged, you placed an order 3 days before a price reduction, at a price you were happy to pay.
The customer experience team will have suggested a solution to your case, which will have involved reordering at the new price and returning the unwanted originally priced item.
Once again, please accept my sincere apologies for any inconvenience caused.
Absolutely amazing as soon as I put…
Absolutely amazing as soon as I put this on my bike my shifting was super super smooth would recommend buying it you have an 8 speed setup and looking for an 8 speed chain.
5 November 2023
Unprompted review
No price match
I brought several things from wiggle when I saw the Black Friday offer (I am so naive to believe this is the final Black Friday offer...). But the frustrating thing is that after I brought it, they reduced their prices. I tried to request for a price match. But their customer service cannot provide any price match. They just said you can return it and they will not pay the postage. I don't even ask price match with other merchants, what I request is to get compensation for the different price from Wiggle during the Black Friday. The products are good, but the service is really bad...
24 November 2023
Unprompted review
Reply from Wiggle.co.uk
Hi Shen Yicheng,
Thanks for taking the time to leave a review regarding your order.
I am sorry we were unable to accept your request for a price match after the price reduced after you placed your order. In the past, we would have been able to offer a refund in the form of eGift Card however, we are currently under the supervision of administration and therefore, stepping outside of process is now restricted.
My colleagues advised correctly on this occasion that you can reorder at your leisure and return the unwanted original item for a refund.
I apologise that this is perhaps not ideal to you. Please follow the returns advice I have linked to you below;
https://chainreactioncycles.intelligentreturns.net/main/landing
I just bought a pair of Lowe boots on…
I just bought a pair of Lowe boots on sale. They arrived sooner than expected and everything was perfect! Thank you!!!
11 November 2023
Unprompted review
POOR!!!
POOR!!!! I wanted to return my wetsuit as it ripped the very first time I put it on. Got told I had to wait 3 days for the warranty team to contact me in order to get a refund. There is no size available for a replacement item. you would think a modern business would have shorter windows to assist their customers in a timely manner like every other business!!!! I urge anyone to not order from this company of scam artist!!! get out of the dark ages and begin to look after customers so they actually return. I can see why the company is in administration. The customer service chat don't listen to you! I asked for an email address for a complaint and got told someone will email me...this isn't what I asked for.
22 November 2023
Unprompted review
Reply from Wiggle.co.uk
Hi Matilda,
Thank you for taking the time to leave a review, which has allowed me the opportunity to review your case.
I am very sorry to hear that your Wetsuit ripped the first time you tried it on. I appreciate this is frustrating and I see that you reached out to us and we have provided you with the necessary assistance.
Given the nature of the issue that has occured, our Warranty Team needed to assess it and advise you of the next steps. I can see, after your first contact with our Customer Service Team to report the problem, that our Warranty Team contacted you only the following day.
I can see that our Warranty Team have requested that you return the wetsuit on two occasions however, I understand that you have not yet initiated a return. I can assure you that this is a normal process and this request is a reasonable step for us to work towards a solution.
I understand that you have said in this review that you want to return the Wetsuit and I can confirm that this has been the recommendation we have made so far.
I can see, in reply to one of our recent emails asking to return, you say "why can’t you accept a return". There has possibly been some confusion with regards to what we are requesting from you. We are specifically asking you to return the Wetsuit.
I would kindly ask again that you please return the Wetsuit at your earliest convenience so that we can work towards a resolution. Information as to how to return the Wetsuit can be found in the emails you have received from our Warranty Team.
Finally, I apologise for any disappointment and inconvenience you have experienced.
Thanks,
Richard
Berghaus VC22 MID Gore-Tex Hiking Boots
I shopped around and found that wiggle had the best deal for Berghaus VC22 MID Gore-Tex Hiking Boots. I was a little skeptical at first after reading some of the reviews here but took the risk anyway. I was saving over £70 so it was worth taking. The boots arrived after 5 days and delivery was free. I already knew what size I wanted so didn't have to place different orders for different sizes and therefore have not used the returns process. If you know what you want and what size, ordering was easy and product arrived brand new as estimated.
The only reason I have given 4 stars is because wiggle's system does not allow you to leave reviews on their website. The Berghaus boots have a negative review left by someone and I totally disagree with that review. The boots are fantastic!
21 November 2023
Unprompted review
You can't really go wrong with Wiggle
You can't really go wrong with Wiggle, Howevery since Brexit Delivery times have become much slower, but that is out of their hands really
8 November 2023
Unprompted review
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