Wiggle.co.uk 

Some of the worst customer service I have ever received. It began when they further reduced a wheelset I had just bought in the Black Friday sales. Rather than just refund me the difference (saving both my money in returning and their money in sending out a second set of wheels not to mention the environment), I had to buy a duplicate second wheelset and get the first refunded. As the returns portal was down, I was offered a collection service arranged by wiggle for £25 or I could wait for 48 hours for their portal to come back online to get a £2.99 Evri delivery. I arranged the Evri delivery and walked with the parcel the 20 minutes it would take to get to the shop just to find that the shop Wiggle had directed me to wouldn't take the parcel, in fact NONE of the Evri shops would accept the parcel anymore. When I contacted Evri to complain about this I was told they were sorry, they were unaware of Evri changing their policy, would I like to arrange a courier for £25. After extensive complaining, I was told there was nothing that could be done and the matter was now closed. Just the worst customer experience I've had in a long time, I will be avoiding in the future.

Unfortunately I had to send the items back, they have been delivered back to Wiggle but the warehouse have lost them. Spoken to Wiggle and they will not refund them until the parcel is found but it is there warehouse that have lost them. Very poor service have to wonder if into do with there current financial issues? Never had an issue with Wiggle before but I would think twice before ordering in the current climate. Order details W23000866093. Sorry Wiggle but indint know what makes it worse tha fact you ask me to contact you which I already have done or the fact that you have copied and pasted a reply to someone else as you have the name incorrect. Feel as though you do not worry too much about customer care

Hi Wiggle thanks you for updating your response, unfortunately this does not seem acceptable that we return items and it sits with a 3rd party and prolings the refunds. Although you mention you gave now changed this and they go direct to you people like me are still waiting and no I still have not heard anything from Wiggle regarding my return.

Update - 23/11/23, unfortunately still have not received a response from Wiggle, contacted them again today and again had the same rubbish chucked at me saying it has been given to there warrantee manager. why this is not a warrantee claim this is a return for a refund as they were unsuitable not broken? Like others on here I have used Wiggle for as far back as I can remember and they have been fine, yes 1 or 2 small issues but it seems from about 12 months ago things have started to go downhill and I suggest to people if you are going to use them buy using a credit card or paypal so you can get help in receiving monies back if needed. Up until now I still have not received the refund now they have my items and my money.

It is such a shame as they were a fantastic company for cycling equipment not sure what has gone so badly wrong

I took a chance and ordered a bike. Wiggle despatched it next day and was delivered by parcel force a few days later. Wiggle even answered a customer inquiry. I got a lovely bike for no money whatsoever. I'm not giving advice, this is just my very recent experience.

Absolutely useless customer services. PLEASE DO NOT ORDER from this micky mouse company. They cant even change delivery even after i was ready to pay for express shipping service. This is my LAST order from this company.

Never received item (after two and a half weeks)
Wiggle do not respond to enquiries through the website and after an hour on live chat I have gone from third in queue to first, now not moving any further....
No other way to contact them
Looks like will have to claim money back another way

Ordered something from them and availed the next day delivery option for the delivery. My parcel still did not arrive as I write this review and that is already a week ago. I tried to sort things with them everyday as soon as i found out the problem but they are too slow to sort it out. It is so frustrating.

Disappointing and frustrating business and probbaly borderline useless. I have been trying to order several products over the past few days or so, and some for some reason I receive an error "We are unable to deliver to this location. Please choose a different delivery location to proceed."It's a standard UK address. I even tried to use a relatives address who lives 200 miles away and the same issue. I did report it to the online chat or said they would report to their IT team but of course "no ETA can be given". Silly business and nothing short of poor service!

Update 17.11: Incompetent doesn't do this business justice in my experience. So, as the respondent from Wiggle advised in their response, I did contact customer service again and they have once again managed to embarrass themselves. Still can’t order and the advisor said exactly the same things as the other one did: “we have raised this to the IT team” as they are aware of the issue. They told me that it would be fixed within 3 working days and I would be contacted – low and behold zero contact, nothing. Do their IT actually know what they are doing? Meanwhile some of the items that I wanted are now out of stock, of course they are! I would have hoped that someone could have helped me out and completed a manual order. Useless business.

Ordered placed 11days ago and still no sign of delivery. The issue is that Wiggle use Evri for delivery and Evri really don't seem to care about customers.
I have contacted Wiggle but no satisfactory solution offered so I have had to raise a dispute with PayPal
While Wiggle continue to use Evri I will take my custom elsewhere.

Please see the reply below from a previous Trust Pilot review to sum up Wiggle's customer service team.

In short they didn't address the review at all!

"I've used Wiggle for a decade but since early this year, and a change in their online and stock system, I'm no longer a Wiggle advocate.

Issues:

Ordered a complete bike. Sat in Wiggle system for over a week and then randomly canceled for no reason. No emails, no idea?

Ordered two matching Hope rotors and checked out. Moments later one was canceled due to stock issues and I was refunded. Couldn't then cancel the remaining rotor, which turned up and now I can't return it as the ReBound system is down.

Customer service useless and unapologetic, like chatting with a clueless robot.

To mirror other people's reviews; since the system change their website is terrible and they seem to have massive stock issues, nothing like the Wiggle of old.

Laters, they've lost a loyal customer! (once I've used up the vouchers issued after faulty parts on a Wiggle built bike)"

Reply from Wiggle.co.uk
30 Oct 2023

Hi R,

Thank you for taking time to provide feedback which allowed me with the opportunity to review your case.

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.

This is certainly not the level of quality we would expect; I can completely understand the disappointment and upset you have been caused. We pride ourselves in the quality of our products and service, so it is disappointing to hear this.

I should explain that we work with our couriers to make sure that final mile delivery is successful, so it is very rare for us to fail on our delivery promise.

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

Well thats about as good as it gets.
Ordered Saturday at 6pm.
Delivered Monday 11:15am and it was free postage
Great price, top service and an example to many retailers who should aspire to be this good.

Ordered a new bike. Great price. Good delivery service from Parcel Force. I setup the bike and took it for a test ride. Both front and rear brakes are weak, maybe need bleeding, not great. I noticed the front brake caliper is leaking fluid. I have reported the fault and provided full evidence to Wiggle only to be told that due to the administration situation they can only ask for the bike to be returned and a refund issued. No other options to resolve this issue. I've since been told that the bike can be returned and the fault investigated. I'm reluctant to return the bike now as I expect I won't get it back. Not a great situation to be in, as I have a faulty product with no safe way to resolve.
Shame, as my previous experience with Wiggle has always been positive.
W23000803192
Update: Wiggle still only offering to have the bike returned to them and refund me the money. They said if I want to keep it I’ll have to pay to get it fixed.

Ordered a torque wrench toolbox which was delivered within 48 hours. Great service!

Case number: 1513959
I have been caused considerable distress by Wiggle who are refusing to refund over £200 for a wetsuit I ordered.
The first one I ordered was faulty, so I returned it. As I wanted another, I asked for an exchange. Wiggle gave me a gift card. Note, I did not ask for a gift card. On ordering a second more expensive wetsuit, I used the gift card and paid the additional sum by debit card (same one as originally used) I received it and despite following sizing guide, it was far too small. I've now realised that it will be an impossible task to get a good fit ordering online and have asked for my money back. Wiggle are refusing to refund me and despite several emails are still only offering me gift card, saying that is how I paid. The only reason I paid with a gift card is because Wiggle chose to give me one. I should just have asked for a refund originally.
This is now causing real distress and affecting my mental health because they have over £200 of my money. I've asked for a Director to contact me to discuss but have been ignored so far. I just want my money back.

Just the fact they use Evri as their delivery carrier makes me not wanting to use Wiggle again. Paid for next day delivery, Evri delivered to some random address then picked up back the parcel and returned it back to Wiggle. Wiggle refunded my item but witheld the next day delivery fee, like for what? Why are you charging me a fee just because of the couriers incompetence?

Edit:
I have already contacted you via the form and you are just ignoring me. Here is my order number W23000815351. You have to refund me the delivery fee! Its not an option, I paid for a service I did not receive and I want a full refund.

I ordered a lot from wiggle over the years and everything was always impeccable.So I was sad to hear about their financial troubles. The good news is that I just received my order that I placed yesterday as quickly as ever.So do not worry they will not let you down.

Paid over £37.00 for goods and haven't received them. Evri delivered to the wrong address, currently pursuing a small claim. Wiggle are a absolute joke, they don't contacted you regarding any problems you're having their service.

Great company. Used them about 10 times no problem with them but I like if they stop using from parcel force.

No delivery, no way to talk to anyone

Absolutely useless Please please please - do not use this company. Customer service is a joke, bike has not arrived, no one knows where it is. Courier says it’s been sent back to wiggle - absolute joke

My return was delivered almost three weeks ago (order # W23000739742) and I still haven't been refunded, nor have I had any replies to the multiple messages I have sent. Shocking. Purchase from at your peril. In response to your reply, Phil, I don’t want to come back and shop, I WANT MY MONEY BACK! Please can you use the order number I have provided to look into this for me like you said you would on your previous message.