Nicholas S.

I ordered a pair of shoes from Wiggle. I used to use Wiggle regularly for cycling gear but for some reason haven't recently. The price was good so I thought I'd try them again.

Unfortunately, one of the shoes was defective. The toe cap was moulded wrongly so it digs into the toes.

I reported it by email to Wiggle straight away. The website said they'll reply within 24h, while the automated response said 48h. Either way, after 2 days there was no reply.

I tried calling but they "don't accept phone calls from retail customers"...

So I tried the "Live" Chat. 45 min wait just for someone to pick up, and then about 15 min of faffing - supplying the same information multiple times. 1h later, his response was that he'll reply to my email. Not sure why I needed to waste an hour to get them to do their job, but there you go.

He replied, requesting photos. I sent them straight away, showing the defect and comparing the two shoes. 5 days later, still no reply.

It's now going through PayPal complaints. Hopefully, I'll be able to get my money back.

This is no longer the Wiggle I used to love. It seems they are trying their hardest to provide an awful customer service and avoid repeat business - and they're succeeding! I'll never use them again.