One way communication = WORRY. Buyer BEWARE.

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SJFish's review of Wiggle www.wiggle.co.uk

“One way communication = WORRY. Buyer BEWARE.”

Written on: 07/05/2014 by SJFish (1 review written)

I ordered, amongst other items, a set of road wheels with campagnolo free hub and a campag 10 speed cassette. Order number 6212709946.
The order arrived promptly tracked, to New Zealand. I paid $160 tax and duty to get it from Customs.
On receipt, I find the box labelled by Campagnolo HG 11speed with a Wiggle label next to it saying campag free hub. The invoice says campag free hub.
On opening the box, I find it is not: it is a Shimano free hub.
I have sent 2 emails to customer services (case-1445c90632f1 and case-d65e5eac5238).
No reply except to confirm receipt of complaint.
I am disappointed and worried as to how this can be resolved without incurring more expense.
I am concerned that this case will be ignored by Wiggle and leave me out of pocket. By posting here, I hope I'll get some satisfaction

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Wigglefrankie's Response to SJFish's Review

Written on: 11/06/2014

Thank for taking the time to leave our feedback Steve and please accept my deepest apologies that you received the incorrect wheelset.

We do try to ensure that all of our orders are picked and packed as accurately as possible and I am deeply sorry that ion this occasion this was no the case.

I am glad to hear that you were able to contact us and our customer service team could resolve this issue.

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Sjfish's Response to SJFish's Review

Written on: 12/06/2014

I have had the problem, described above, resolved.
It took approximately 12 days and communication was slow and laborious because of email and involved 2 staff members.
Reply to my initial contact took too long.
The resolution to my satisfaction occurred at my suggestion: for Wiggle to reimburse me the cost of a freehub exchange, carried out locally.
Rather ironically and not without a touch or irritation, the signature in each email reply from Wiggle included a dead link to a customer satisfaction survey!
Finally, I had alerted Wiggle to stocks of incorrectly labelled wheels. It took Wiggle days to rectify the stock numbers on their website. I would have thought they’d take the stock off line and after ensuring the stock was correct, post the true stock numbers.
I stand by the stars. The Customer Service One Star is valid. The staff however are courteous, but the constraints that the customer service personnel work within is poor, from this purchaser’s experience. Caveat Emptor.

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Wigglefrankie's reply to Sjfish's Comment

Written on: 09/07/2014

Thank you for your reply and I offer my sincere apologies for the delay with resolving this issue. I appreciate the inconvenience that this would have caused and I am deeply sorry.

I have passed all of your feedback on to the relevant depart and I hope that you may see some improvements in the future.

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