Written on: 21/07/2014 by brixy (1 review written)
Order number 6207393791
I have used wiggle for some years now and have always been impressed with the service, so much so that over the years I have become a platinum customer, after a while I started looking for a bike and thought I would buy it from wiggle, got a very good deal on a Felt race 9 29'er mtb, and used it for wiggle rides like the south downs epic and the hillasaurus, really enjoyed it. Owned for just 18 months and having a break with the family at easter, we went to the Isle of wight , we were riding the trailway between Newport and Sandown, flat easy trail ride, a mile out and one of my chainstays snapped at the weld. So started the walk of shame back to the campsite. I contacted wiggle who said they would look into it, a week later when back at home I had not heard anything, so contacted them again, I received an email back from workshops asking me for photos of the whole bike , the break and the frame number, also could I provide a descriptive of how it happened. All done and sent , I had a reply within a few days , upshot being it would be sorted....A box was sent to me I packed the bike up and got it away to them, 2 weeks now. I waited a month after hearing nothing made contact again. A friend of mine had a snapped frame on his giant and returned it to the LBS who lent him a demo bike for the 6 days it took them to turn it around, so didn't think I was unreasonable waiting a month ! When emailed I had an apology in return and an explanation that the supplier was away promoting their new range, Saddleback is the UK supplier and for a concern that large to have no one in the office taking care of business sounds very unrealistic to me ! Still I am a placid guy and went with it, 2 months later and email again .... apology returned with email, "we have made contact with saddleback they require photos of whole bike, break, frame number and descriptive"....really !!!! I responded with...."you have still got my bike havn't you" to which I never got an answer, needless to say over 3 months and 17 apologies later and here is the latest ....
Thank you for your email.
I have been in contact with Saddleback today and I can confirm that this case has been sent to Felt for inspection. They hope to hear back from them in approximately 2 weeks though I have asked them to chase for a quicker turnaround.
Apologies again for the delay.
This was over 2 weeks ago, and yes you guessed it, NOTHING. I have now had 2 holidays ruined watched some mates head off to do the ups and downs ride, and still I have no bike, third camping trip just around the corner and still no bike, no demo, nothing....frustrated is an understatement. I have ridden bikes for over 40 years and have many friends on 2 wheels all of whom know my plight, this really isn't customer service its outrageous. Apologies not needed wiggle just a bike. And I hope its quick and spectacular as it will be another customer down the road. Even more appalling when you send me emails with "were for the good stuff"