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“Abysmal customer service.”

written by Pectinbean on 06/03/2014

Driven to despair by Wheelies Live Chat team for the second day in a row. Ordered a bike on Monday, told by the advisor on Tuesday it'd be here by Wednesday. I should have heeded what I now realise to be his words of warning: "any problems please let me know".

Curious as to delivery times come Wednesday afternoon, I opened Live Chat with an advisor to ask when I could expect my bike. He said he'd call TNT and said all was well and it should be with me shortly. I left live chat happy, but then missed the subsequent messages that it couldn't be delivered. After a wee empathy-free conversation with him again he replied to my enquiry about a Saturday delivery costing £15 and it being too late in the day to arrange this. I wasn't inclined to pay the fee anyway and asked when I'd get my bike "guaranteed between 9 and 6 tomorrow". I sent a request for the delivery details to deal with it myself.

Finagled another day off work. Spoke with two members of Wheelies.co.uk staff and neither mentioned they had just gone ahead and changed the date to Saturday. My first phone call to them was with a person who was rude and unapologetic, and hung up on me abruptly. She kept referring to the previous day's Live Chat transcript "you said you wouldn't be in today" like a petulant child. True, I did. But at no point did I agree to a Saturday delivery, in fact I was told that couldn't be arranged and that my bike was guaranteed delivery between 9am and 6pm. 

That now isn't going to happen. No apology for wasting my time, 2 days annual leave taken for nothing, and the constant headache they have given me. I probably wouldn't care so much if it wasn't for the complete disinterest, rudeness and incompetence of their employees. They've taken no responsibility at all.

Spend that teeny bit extra and use Wiggle. I wish I had.