Wiggle wobble

[Dave Davenport]

I've used Wiggle for years and always had good service. I ordered a pair of panniers and when they arrived last week there was only one in the box, I e mailed them but only heard back today. This is the conversation so far:

Hello Dave
Thank you for your email regarding order number 6212733603.
I am sorry to hear of this.
Please bear with me whilst I look into this for you, and try to get the missing part sent out.
You will be contacted as soon as possible.
I hope this helps.
Apologies for any inconvenience caused.
Regards
Gemma

Hello Dave
Thank you for your patience.
I am sorry to confirm that we do not have any spares of the pannier to send out to you.
Please refer to the following link which will advise you on the returns procedure, when you can send the pannier back to exchange for a full set:
http://www.wiggle.co.uk/h/option/ReturnsProcedure#Items
Please use Collect+ as this ensures the returns process is free of charge.
You will be notified by email when we receive the item to the premises.
I do apologise for the inconvenience this may have caused.
If you require any further assistance do not hesitate to contact us again.
Regards
Gemma

Hi Gemma,
I really don't see the point in me sending the one pannier back. You have stock and whatever happens you're going to end up with an odd one, why can't you just send me one out of a pair you have?
Dave

Hello Dave
Thank you for your email.
Unfortunately, we do not have a spare at the moment of the other pannier as the stock location was checked.
We cannot split one from another pair as it means that one will be left by itself.
It is because of this that we kindly ask you to send the single back to us for a replacement pair.
I can only apologise for any trouble caused.
If you have any other queries feel free to get in touch.
Regards
Gemma

Hi Gemma,
Sorry but I'm struggling to understand the problem here, if I return the pannier and you send me a pair you're still going to have one left by itself.
You do realise that although a 'pair' they are identical?
Dave

I'm not missing something (apart from a pannier) am I?

 

[Stonechat]

You get this problem from anywhere, I ordered a Kryptonite lock from someone, and thebracket was missing, I had to send the whole thing back so they could send a complete on, flexible thinking does not seem to exist much these days

 

[Cuchilo]

Bless them

 

[sazzaa]

I think they do it to ensure you're not lying to get a freebie, no?

 

[Cuchilo]

I think they do it to ensure you're not lying to get a freebie, no?

I don't think they are that smart

 

[GrumpyGregry]

You have a choice. Do it your way and fight their system or go along with their system and get the goods you want. Your call.

 

[GrumpyGregry]

Giving in to The Man.

Is that like a passive aggressive "Sticking it to The Man"?

 

[EltonFrog]

It doesn't make sense to me, sending a pair when sending one is just as easy possibly a bit cheaper in weight, packaging, but I suppose they have thier reasons.

We ordered a peddle bin for the kitchen. It arrived broken, we arranged for a replacement which came the next day. There were no instructions to collect the broken one and return it when the new one was delivered, that was apparently for a separate collection driver. 18 months later it's still in a box waiting for collection.

Go-Pro agreed to replace a broken part under warranty, the part arrived but was the wrong one, another correct one was sent, I'm still waiting for instructions to send the other one back. That was 8 months ago.

It would appear that it's to much trouble to collect items for return.

 

[helston90]

Makes sense to me- if they receive yours back and send you out a full set the next time this happens in a few weeks they'll have your one sat there ready to send out to the customer.
Them having your single one is not worthless to them.

 

[glasgowcyclist]

Have we started again?

GC

 

[glasgowcyclist]

This thread is reminding me of the Billy Bleach sketch:



GC

 

[J4MIE_P]

I understand their methods same as where I work.
If something is returned to branch it is immediately classed as faulty which changes its stock type ans allocation.

If she takes one out of normal stock then they would have to write the item off their stock file.

Annoying but just the way systems work sometimes.

 

[Dave Davenport]

Hello Dave
Thank you for your email.
We recommend that you use Collect+ to send the pannier back to us as this ensures the returns process is free of charge.
If you can send the item back to us this way, once you have done it you will receive a tracking number.
If you can email me back with this tracking number then I can ensure that the replacement pair is sent out to you right away, which is quicker than having to wait for the returning item to be delivered to our premises.
I hope this helps and I await your response.
Regards
Gemma

Hi Gemma,
I'll send the pannier back, I'm not in a great rush for the replacements.
I realise you've got to work to your system but it does seem a bit daft.
Dave

 

[glasgowcyclist]

Hello Dave
....
Hi Gemma,
....
Hello Dave
....
Hi Gemma,
....
<ad infinitum>

Own up... did you or did you not get her number?


GC