Ethan Sacitti´s profile

Reviews (2)

Wiggle.co.uk

Wiggle started off great, now customer service diminished

Started using Wiggle 18 months ago as back into Cycling. They are one of three companies I use. Another of which is another online only supplier and based in Belfast. The other an established cycle shop with distribution centre in Gatwick.
Wiggle have good range of products, often (but not always at the best prices) they do offer price matches, but good luck if you are in a hurry as you can only contact them by email and they can be slow to say the least. They do offer universal exporting, and positive reviews are quite often seen on their website. But I have experienced problems such as wrong goods been dispatched. Paying for next day UK delivery, for it not to happen. They offer a discount scheme, of the more you buy, the more you save. But I have found this to be false. I have Gold Level Membership status, and the prices quoted with discount are identical to what is available to any customer, including new customers with no buying status. I have emailed them asking why, but they never reply. They offer 'free, no quibble returns' but not using a very reliable service - which gets terrible reviews. When I return goods I would rather pay myself to ensure the goods arrive. So a free returns system - you get what you don't pay for! I think if you are happy with their prices, not in a rush, and appreciate that there is no customer contact centre available via telephone. Or no trade counter, and that they may send you the wrong goods, or charge you extra for priority delivery that may not arrive. Then they are an acceptable company to use. But they are not perfect, and drastically need to improve their customer service, if I am to stay a Wiggle customer.

18 July 2013

Reply from Wiggle

Hi Ethan thank you for your feedback and sorry to hear you are unhappy with our service.

We do try and be as competitive as possible with our prices and variety of products that we sell and try to be on top of this as much as we can! We are also running our price match service as well and we try to keep the reply time down as much as possible although we are currently unable to offer this over our instant contact service Live Chat (available on our help pages) although we will take this on board as something to look into in the future.

I am very sorry that you have been let down in the past by receiving an incorrect item. These instances are rare however we are currently upgrading our warehouse management system which should wipe out the issue altogether. In regards to the delivery issue, would it be possible to send an email to sales@wiggle.co.uk with the order number? I will then be able to pass this on as a review of the company as it is only through feedback like this that we are able to maintain a high level of service. I will also be able to look for other previous correspondence as we would like to reply to every email that is sent in to us.

In regards to the personal discount, this is automatically applied to the list price of the order and is not in addition to any reduction already on the goods. As such, sometimes with high discounts are unaffected by the promotion although currently we are running platinum discount of 20% and gold discount of 12% til the 22nd of July so there may be many things available for you with an even greater saving!

When returning goods using our free Collect+ service, we take full responsibility for anything that may go wrong and you are given a tracking number to make sure the return goes smoothly alternatively you are able to return items yourself direct to our address if you are more comfortable with this method.

Once again I would like to thank you for your comments. We as a company are by no means perfect however we are always striving to improve and the only way we can do this is by feedback like this. If there is anything else you feel needs attention or improvement then please do not hesitate to let us know at Sales@wiggle.co.uk.

Pro Bike Kit

Probikekit - Is there anybody there?

Great reviews online. Lots of people in my cycle club chat about great deals and offers from Probikekit. Speedy dispatch times, good customer contact is all I ever here. So at some point I thought I would give them a go.

Ordered a Hornit bike horn and some energy products. By far the best prices on the internet. Probikekit came to the top of my Google search. So what's not to love?

Well ordered eight days ago, and still no order. No answer on the telephone, two phone calls lasting seven minutes each - no answer from anyone there. Two email contacts from me to then, via the customer contact section - no answer. I know I ordered just before Easter weekend, but I ordered another item from another company in Scotland on BH Monday, and received it Thursday........

I have to say I am far from impressed. What was all the hype about I wonder.

A lot of these problems and customer experiences could be improved by customer contact. There is none this week from Probikekit.

Ethan Sacitti´s profile

profile image of Ethan Sacitti
Ethan Sacitti
Reviewer
Male, 1971
Portsmouth, United Kingdom

About

My name is Ethan, I do not suffer fools. What you see is what you get. I tell it like it is. I am honest, I am a non nonsense character. If you are good I will tell you. If your bad, then standby.