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“Could be better - very poor ordering system”

written by tim.liptrot on 28/10/2016

I was really impressed by the range of products Wheelies had to offer, and was able to find the bike and accessories I needed to replace my stolen bike. The bike arrive in a timely manner on the day it was supposed to.

My one issue with this service was that orders have to be made over the phone and you don't get a confirmation of your order until it's dispatched. The only other time I can think of when I place telephone orders without some form of email confirmation these days is ordering takeaway food!.

I received my dispatch email a couple of days after placing the order to find that they'd got an item wrong. I called to rectify the problem and was told they'd never ever experienced an incorrect order ever before and this must be a unique case. Yet the same thing nearly happened again when re-ordering the correct part. Only because I queried the price quoted did the man realise he'd picked the wrong item. It then took them a week to tell me that the item wasn't available and I'd have to chose yet another item. All in all, the bike arrived within a week of mine being stolen, but the accessory took another 2-3 weeks because of a system which seems flawed.

Wheelies need to simply send an email confirmation of the phone call which will allow people to review their order and resolve any issues before parts are dispatched.