Lester V.

As the subject states, I couldn't count on Wiggle when I needed it the most. I hope you read the whole email so you can get the whole picture.

I work as a self-employed cycle courier and the other day I had 2 puncture on the back wheel of my bicycle. The first time, I took it to Evans to get it fixed as soon as possible so I can get back to work quicker which I spent over £12 for a new inner tube and to get it fitted on the spot (quicker than me going home and fitting it myself). After a few hours I got a puncture again in the same back wheel during a delivery. As you can imagine, I was very very disappointed and very annoyed. I finished delivering what I had with me and went straight to Evans to try and get it fixed quickly so I can get back to work again as soon as I can.

However, they didn't have the tyres I needed as I recognised that it might be time to change my back tyres for a newer and better tyres. With disappointment, I went home and ordered a brand new tyres from Wiggle to replace my current tyres. I made sure that I selected the right ones and made sure also that I got it for the next day delivery at an additional cost.

Since yesterday I have been excited to get my order so that I can fix my bicycle as soon as possible so I can get back to work.

Today it arrived, only to find out that they're the wrong tyres. They got the right labels on stating the correct size (27.5), however, the inscription on the tyres are completely different! It's smaller than what I ordered (26).

I even compared it against my old tyres and the size difference are very evident.

I went to the Wiggle app to get in touch with customer service on the chat and I was basically told that they have raised the issue to the stock team/department so that they can sort out the mistake as it might have occurred on other stock too and so they can send me the right replacement.

However, what makes me even disappointed is that the customer representative could not guarantee when they can send out the appropriate replacement! As I asked when the replacement will be arriving and if possible for it to arrive the same day so I can fit it and get back to work. I even explained that the more time I lose not getting back to work, consequently results to less money I can make to make ends meet. Especially during this time that I need to make as much money as I can as I have commitments to pay concerning my wedding early next year which is only 5 months away!

All that was guaranteed to me was that I will be kept up to date by email.

As you can imagine, if you were in my place, this is very disappointing and this is my second time buying stuff from Wiggle.

After not receiving any update concerning the issue that happened today, this is the feedback that I left:

Could not offer me any solution. I had to chase things up and still received no solution or even an email confirming what's being done to resolve my case. Procedures could be much better so that any situations can be resolved in faster pace. Departments and teams should be able to work together to resolve a mess caused by your own company. How difficult is it to call the stock team/department and say that a "schwalbe 27.5 mountain bike tyres, etc. needs to be sent out today to replace a mistake by our side, and note to check the details on the tyres match the details on the label then could you please make sure that all our stock are labelled correctly".

The customer service people should be able to provide solution and not just say sorry, I can't do anything for you because that's what the procedure says. Not even mentioning what they've done to try and get this issue resolved with urgency even though I've explained so many times that it's very urgent and the more days I missed out at work the more I'm at risk of not being able to make ends meet as I have my payment commitments. Not even a compensation for the trouble that has been caused to my life, to my earnings, to my livelihood and to people that is counting on me.

This is my livelihood that is being affected while your company take their time to check their stocks and only after that they'll be able to send a replacement! It should have been the other way around! Send the right replacement first is the priority which does not even take an hour to sort out, then check the stocks or since I believe you have teams of people working for you, why not make sure 1 person deals with the replacement and a few others to check the stocks so it can be dealt with at the same time! Then after that person has dealt with the replacement, they can join the others to check the stocks.

Your company has been operating for many years for this mistake to happen is not acceptable especially if it affects the livelihood of your customer.

After sending practically the same content I'm posting here, the team that works with feedback to the CEO contacted me apologising about what happened and arranged a replacement to be sent for next day delivery and sure enough, I was looking forward to it as I can't wait to get back to work. I thought I would be able to do so, however, when I received the replacement and opened the box, I checked the inscription in the tyres for the size and disappointingly, the same mistake happened again. They just sent me the same wrong tyres again as a replacement.

One of the sad thing is I can't find a number to call, I have to rely on the chat that most of the time is busy or offline. This is very frustrating and the first time I had to go through this.