Robert´s profile

Reviews (3)

Always Riding

First class

Best price for product and very quick delivery - will definitely use again.

Wiggle.co.uk

Need to improve their customer response time

I always think that a company shows how good they are when things go wrong. For me when Wiggle accidently forgot to put one of my items into the delivery I experienced less than satisfactory customer service. I sent an email explaining the issue before heading off for a 2 day business trip and hoped that my item would be on the way, if not delivered by the time I got home. However Wiggle had not even responded to my email, never mind act on it. It took almost another day, after several emails to get a response which was very frustrating as they offered no other way of contacting them other than email. They may have had "higher than expected" customer emails but almost 3 days is not acceptable and did not improve on their standard delivery to get me the item quicker despite all the issues really being their fault. I also don't feel that Wiggle have really taken any note of my concerns and so are not acting on customer feedback to improve their service. The products were great, but I would really consider my alternatives before ordering again.

27 June 2013

Reply from Wiggle

Thanks for taking the time to write this review Robert, we do really appreciate customer feedback and will take all comments seriously to improve ourselves for the future.

I am terribly sorry to hear that an item was missing from your parcel originally and for the time that it took to respond to your query. Unfortunately at the time of your initial contact we did have an extremely high volume of emails (around 5000 in a day) and we were working incredibly hard to answer all customers as quickly and efficiently as possible. Unfortunately the high volume did mean that at some points it was taking a few days to reply to emails. We understand the amount of frustration this caused which is why we have now managed to get it back down to ensure that all customers are answered within 8 hours.

We understood at the time that this delay was not ideal and we acted on this as we do not want to have disappointed customers. We are now responding promptly to customer queries as we were before. If you have any issues with future orders please do not hesitate to contact us.

Cyclestore

First class in all respects

I will certainly look to buy from cyclestore again, they offered the best price, communication was excellent and the top I ordered arrived within a couple of days - couldn't asked for more.

Robert´s profile

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Robert
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United Kingdom

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