Wiggle has a pretty good range of products, and provide a decent customer service (from the live chat option, through to returning goods which are the wrong size or whatever). My only frustration is the fluctuation in prices, and the constant feeling that whatever i buy will be 30-50% off the following week.
We placed an order for baby clothing in early November, as a present for family members in New Zealand - who we were going to see at christmas (leaving the UK mid-december.)
The order of approx £40 worth of baby clothig was setn on the 19 November with delivery expected 20-23 November. The items were to be delivered to my office which has a mailroom open 14 hours a day, and an after hours delivery function also (i.e. no way we could 'not be home').
In late November we started contacting ASDA to find out where the package was, as the online tracker information kept saying 'out for delivery' then 'at depot awaiting delivery'. After calls in the morning and afternoon on Monday 3 Dec, and again on Tuesday 4 Dec, each time getting told that it was being looked into and that they would call back once they have figured out the problem.
I phoned on Wednesday 5 Dec (note that each call takes at least 20 minutes due to the long waiting times) in the morning and was told that they would (again) contact the delivery company and would get back to me 'within the hour'. On this call i even checked that the delivery address was correct - it was, and i was assured this wasn't the problem. No return call was made to me.
I followed up again that evening - as did my partner - and we each got different responses about what was wrong. The response was also that 'the delivery company is now closed for the day' so they would have to address it the following day despite having had 6 hours to follow up during the delivery companies working hours.
This did occur (for the first time of all the promises), although it was a holding comment that they had contacted the delivery company but couldn't get any information because they could not contact the driver, but thought it may be a problem with the address. This to me is utter rubbish - tell me one adult in this country that doesn't have a mobile phone on them at all times??? Let alone a delivery driver!
I called them AGAIN on thursday evening, only to be told - again - that it was out of hours - this time because i'd been on hold so long that the delivery company was now closed. Nearly an hour on the phone, and the best i was offered was multiple more rubbish promises about 'calling me tomorrow', and 'personally taking it upon themselves to rectify' and that they would 'call me in the morning' - which you may have figured i have absolutely no faith in this occurring nor of ever seeing the products ordered.
I was even told that i should call earlier in the day. Unsurprisingly, I actually also have a job that i need to be doing, and this was wasting a lot of my time that i needed to make up late into the evenings.
The contact persons i dealt with were 5 different persons (and none would let me speak to their manager, all insisted on putting me on hold (awful music) while they spoke to the manager).
I was given too many broken promises and wasted far too much time on the phone trying to get this matter solved.
Allt i want was the product with no more effort from me.
After requesting that they sort it by the following day, FRIDAY 7 DECEMBER, with no more excuses, i even suggested (not for the first time) that ASDA send a new set of the products ordered in a guaranteed delivery seems to be the only logical way for the product to arrive as clearly the delivery company is incompetent and has lost the existing package. (As a side, i was repeatedly told it wasn't asda's fault - it was the delivery company. I dont care - if they choose the delivery company to dispatch an order i made from ASDA - i expect ASDA to sort it out, not me!).
I was absolutely appalled at the complete lack of service provided by ASDA staff over this, and the many broken promises made by the customer service staff that this would be followed up on and that they would call with updates and details - this is clearly a diversion tactic that seems to be universally applied.
The most insulting comments were made to my partner when she was told that it was a 'busy time' so delays can be expected. We are aware its early December - that's why we made our Christmas orders through early and mid-November, it was only ASDA that failed to deliver the products in time that caused this to run into its 'busy time' - so to be given condescending remarks like that is totally unacceptable.
All of this was almost word-for-word what i sent ASDA - WHILE I WAS ON HOLD - on one of the hour long conversations//hold calls i had to make to them.
The package eventually arrived at the end of the following Tuesday... mere hours before we flew out... with the package looking VERY worse for wear. Even the mailroom manager said 'it looks like this one has been through the wars'. Thankfully the one thing ASDA got right was that the individual items were also plastic wrapped inside the packing, so none were damaged - as heaven forbid i might need to return or exchange them!
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