Wiggle returns?

[MattyK]

I sent a saddle back to wiggle (Sydney centre) two weeks ago as they had supplied the wrong one. I'm still waiting to hear back from them...

Has anyone done any returns to wiggle, and if so how long does it take? Starting to get worried that it's disappeared...

[Carrots]

It goes to Sydney, then it gets shipped to the UK from there which is where it then gets processed. Once can only assume that means in bulk.

Last experience for me was about 2-3 weeks before a note came back through with the refund (I'd ordered the replacement as I was impatient!)

[eeksll]

I have had 1 item returned under warranty.

Got the warranty return number on 05 feb. I would have sent it off pretty quickly.
I got a response on 20 feb notifying me they had processed my return item.

[MattyK]

Thanks. I figured they would notify when was received in Sydney, but if it's not til it gets to the UK then I can understand a bit more delay.

[Calvin27]

Sent some forks back - 2 weeks to process.

Sorry to hijack but what is the deal with DOA warranty? Got a tyre with a bubble and wiggle asked to send it back to process and then wants to take $15 for this too. What the?

[biker jk]

Sent some forks back - 2 weeks to process.

Sorry to hijack but what is the deal with DOA warranty? Got a tyre with a bubble and wiggle asked to send it back to process and then wants to take $15 for this too. What the?

There's no return charge of $15 for faulty items.

http://www.this link is broken.au/h/option/retur ... #wrongitem

[MattyK]

I will be kicking their bottoms if they charge me $15 for sending me the wrong item. The box the saddle was in was clearly labelled with the correct model, but they'd added their own (incorrect) barcode sticker...

[Carrots]

The charge only applies from what I gathered for any return that's your choice send back etc - although just choose an option that doesn't require a return charge and you can return at no charge. Well so I've heard anyway

[Rockford]

Yeah, shame they charge you for clothing that doesn't match the listed measurements on the site. The chest size was like 5-7cm larger in real life so it's like a bed sheet on me.

[Calvin27]

This is a tyre dead on arrival (i.e. defective item, not my fault). Emailed them and see what they say. I can understand they want to post it back for their own warranty recovery, but charging $15 for a $45 tyre? I'm friggin platinum too!

[danny the boy]

They sent me the wrong tyres once, wrong colour and size. Contacted them and returned and a new set was here within a couple of days and then 2 weeks later another set arrived???? Didn't know what to make of it but considering I had to pay for the return postage I called it even.

[MattyK]

If they do that for an SMP saddle I'll be happy

[eeksll]

for my case, which was a warranty return. They refunded my postage costs automatically, they did not ask for a receipt. But it did mean they only paid the postage cost not the extra dollar or so for the padded bag i sent the item back in.

[porkupine]

I will be kicking their bottoms if they charge me $15 for sending me the wrong item. The box the saddle was in was clearly labelled with the correct model, but they'd added their own (incorrect) barcode sticker...

i got that [REMOVED] message when trying to apply my return through their website too. their justification is $15 to return item to UK for processing - if you're willing to OUT OF POCKET send it there direct, (or utilize paypal's free refund scheme at the moment) then you won't incur anything.



MOD SAYS - family friendly forums so language should be appropriate.

[li2099]

They won't charge you for faulty/ wrongly sent items.
I suspect that was a generic template.
Usually it takes me 2 weeks before I get a refund.

[MattyK]

3 weeks now and still waiting

[RonK]

3 weeks now and still waiting

Have you followed up with them?

[MattyK]

So I got a refund and a return received email, which stated "As you opted to use AusPost to return your parcel to us, the cost of this service has been deducted from the amount to be refunded."

What??? They haven't reimbursed the shipping, and they have also charged me for returning it. Ffffuuuuuuuuuu!!! : mad:

They have just received a rather unhappy email response.

[Downhill2Fast]

I had a similar experience which has put me off just a little. It was clearly my fault that the item was wrong (actually, the wife's as it was her changing mind and wanting something else) but I actually put the return in an AusPost bag ($12 I think), then Wiggle also charged me another $15 - I assume to ship the replacement item back and forth to/from the UK.

I know, what do I expect and all, but I found their returns policy very vague, I actually emailed them and suggested they change the wording on the website.

My lesson learned? Be really careful what you order from OS after double checking that a LBS can't do a better deal. I used to spend a lot exclusively with Wiggle but now I always go to Pushy's, Bike Bug and Chain Reaction to compare, and I'm happy to spend a certain amount more locally for insurance.

[MattyK]

Well to wrap up, everything finally got sorted out. Even though I couldn't find the receipt for postage (was away on holiday for a couple of weeks), once I got on to a good customer service rep at their end things went much faster (like several emails all in one night, not a 24 hour turnaound like previous emails). They refunded the postage I'd claimed, but forgot the ~$15 fee they'd deducted. After being reminded, they refunded that too.

All good. Then my wife spent another $400 with them.

[eeksll]

just thought I might add that I sorted something similar out with them using the online chat thing they have on their website. So thats worth a try over the emailing.