Sam21´s profile

Reviews (2)

City Link

Seriously rubbish

Unhelpful staff. No one tries to sort out problems when they arise. They won't give specific times on when they'll deliver, they'll be as specific as "between 7:30am and 5pm" and still don't turn up anyway!

If you know what courier the retailer is using and it's City-link, steer well clear!

Only for something smaller than bananna

I've order a few things from Wiggle over the years. If you're ordering small items that would come via royal mail it's generally pretty good. Anything larger than shoe box I'd steer well clear. They use City Link as their courier and they are truly terrible. I waited in for 2 whole days when they said they would deliver the items and they said they'd forgotten to load the items onto the van. When I asked if they could give a specific time to deliver they narrowed it down to "hopefully tomorrow between 7:30am and 5pm". And they won't let you contact the driver directly. It would have been nice if they'd sounded remotely like they gave a damn. Still awaiting an apology.

Although this isn't Wiggle who are delivering the goods, if you're a mail order company you should be really hot on who you give the delivery contract to as this has a huge impact on your customers. I've since bought my bike from another shop as Wiggle were a complete waste of time.

Also, you cannot speak to a human at Wiggle directly its all via email, which is fine but when there's a problem with the delivery you need to speak to someone quickly rather than waiting the suggested 8 hours for an email response.

19 April 2013

Reply from Wiggle

Hi Simon, thank you for bringing this issue to our attention. First of all please accept my sincere apologies on City Link's behalf for the inconvenience that has been caused in this case.

Our aim is to have out bikes built, dispatched and delivered as quickly as possible and I understand how disappointing it must be to not receive your new bike on the specified date. Your issue and comments will be looked in to further as we do aim to deliver the best service possible and this includes our third party delivery companies. Once again, I sincerely apologise on their behalf.

We endeavour to answer emails within 8 hours and provide a resolution within a week and I can only apologise that you had to wait for a response. We do not currently have call centre facilities but feel that we are able to offer an excellent level of service through our emails and 'live chat'.

Once again, please accept my apologies for disappointment in this case. If you wish to discuss this issue further or have any unanswered queries please do not hesitate to contact us.

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United Kingdom