DX reckon they left my order (shorts and gels) in a safe place (though they can't tell me where) even though I had it delivered to my work site where reception is manned 24hrs a day. They haven't arrived.
Dropped a line though to Wiggle - less than an hour ago so I wouldn't have expected a response just yet, though I wish they had a phone number.
All my previous experiences of Wiggle have been positive, but I've got a bad feeling about this one.
Am I likely to have my new shorts (the gels are less of a worry time-wise) for the weekend?
Any experiences or advice (or working phone numbers)?
IME not particularly, live chat and if necessary escalate through contact the MD options on the website plus extreme persistence.
They sent me the wrong size tyre, took ages getting back to me then said I would have to post it back to them and wait for confirmation etc... pretty annoyed as I paid for next day delivery.
Finally spoke to someone who said they could send out the new tyre first - bit miffed about the fuss I had to make as I have spent many £££ with them.
I had issues with a recent order. I put notes in the order box which states that will delay order as somebody has to read the notes. Basically it was a sale item and the last one - I ordered it but asked them to delay dispatch as on holiday. They obviously either didn't read or chose to ignore as I then get an e-mail saying it had been dispatched with tracking info. I e-mailed twice but didn't receive a reply. I eventually got through on live chat who apologised and said they would delay delivery with DX and it would come the following week.
Just as we were about to leave the house it turned up! Obviously turned out well for me, but communication was frustrating to say the least. 😕
This bad feeling isn't going away.
This bad feeling isn't going away.
Sorry... 🙁
I'm sure it will be fine! 😀
Am I likely to have my new shorts (the gels are less of a worry time-wise) for the weekend?
No.
DX are a joke. It's usually some scruffy erbert in a knackered Astra estate.
The passport office use them. They left my new passport elastic banded to the gatepost...
Strange isn't it. I've always used the free Royal Mail delivery and its always worked.
First time I go for the faster delivery and DX mess it up.
And DX's response on the phone was well we left it in a safe place. Where?, says I. A safe place comes the response.
I'd much rather use RM but no choice with item I ordered.
I hadn't ordered from Wiggle in a while due to past delivery issues but this item was too good to miss.
DX Freight are lying cheating scumbags. The 1st bike we ordered from Wiggle got 'lost' in their depot, wiggle would not send a replacement until it was confirmed lost, DX wouldn't communicate. When the replacement was finally issued DX were 2 day late on the guaranteed next day delivery and left the police in a 'safe place', infront of our garage whilst we were away for a week
Are DX also known as Parcel Freight by any chance?
I had a Wiggle order and frame box arrived all good and all, and the delivery driver even stated a massive apology for there being puddles in his lorry as there were holes all over his roof if you could call it that.
Lucky I ordered titanium and that there wasn't in fact any water that had touched my box, just a touch of damp.
In my experience Wiggle are great... but DX are crap. Had a huge heavy parcel somehow go missing last year - they were hopeless with chasing it up/compensation claim/communication/etc - then 2-3 months later it turned up smashed to bits. 😐
.
Still no response from Wiggle other than the automated email acknowledging the form I fill in to go to customer services.
Nothing involving a human.
Don't worry about it. It will get sorted as Wiggle customer services are one of the better ones in my opinion.
DX are a joke though. Another cowboy outfit to add to the list alongside Yodel and MyHerpes.
Blame Nu Labour / Tories for screwing up Royal Mail.
I had issues earlier this year, dx lied when i emailed about trying to deliver saying they coulnt gain access, but they coulnt provide the photo they have to take of the entrance if they cant gain access, so i called them and wiggle out on twitter , within 10 mins it was sorted. If you have twiiter kick up a stink !
Twitter joined.
Wiggle followed.
I really don't want to fight with Wiggle, they've been great over the years, but I want my stuff and it's not here and Wiggle customer services have still to respond.
What do you reckon - let them have 24hrs from my contact with them?
I'm sure it's the courier - but they chose the courier. I wanted Royal Mail.
Wiggle just emailed. They're going to ask to see DX's photo.
I wish you luck - I've always had a good experience with them (wiggle, not DX). Coincidentally my wife has been looking to work for them - her impression is they are a car crash of disorganisation. Effectively a company that grew faster than their structure could handle and are royally bolloxed. Her analogy was like a swan - serene and cool on the outside and thrashing around wildly under the water.
Wiggle were superb when they started but I stopped using them a long time ago when they switched from the Posties to which ever courier was the lowest common denominator
Sounds like DX are the new city link
I pay extra for whichever Internet outfit delivers to the post office in case I'm out
Good luck
DX really are a joke
We ordered a swing for the little-un from Toys R Us, to be delivered by DX, wife waited in 2 days in a row only for it not to turn up. Contacted Toys R Us and the delivery has been "lost" we are still waiting for the replacement.
I've always found wiggle to be pretty good at sorting stuff out though
I'm going to continue posting to this thread until resolution.
I'll try to stay reasonably objective and always civil, but I will report whether things are positive or not - in my subject opinion of course.
So far I think the only things Wiggle have got wrong are contracting with DX and not having a phone contact for instant communication - but on the latter they never did and that was never an issue previously.
Going through their website, damaged goods, faulty goods, wrong size, just don't like is well catered for, but their entire website model is based on the premise that delivery occurs.
I think is is turning into free management consultancy for Wiggle - should I be charging?
Think you need to calm the #### down and just wait, patience is a virtue.
Wiggle's customer services people seem reasonably switched on.
Why should he have to calm the #### down ???
they have said that the item has been delivered and left in a safe place although they cant tell him where that safe pace is?
Correction, DX have stated that not Wiggle, therefore is not Wiggle at fault here.
re-read renty!
Got fed up with Wiggle and their semi-automated support system after they've sent me the wrong item twice. That was 4 years ago, though.
No, Wiggle employ DX as their courier therfore the OP should be contacting wiggle which he has done.
Wiggle should send replacements and then contact DX themselves.
Yeah maybe but that's in an ideal world which when you delve into it, no other retailer would do that as they just go on the info provided by courier.
Otherwise it would play havoc with their stock indication levels.
ENGAGE YOUR BRAIN
I've had two different customer services people email back, both polite, both professional and both seem to be aware of the details thus far. I can't fault them except for the lack of a phone number and contacting a courier who have failed them.
I contacted DX initially as I had a tracking email from them (10 hours after they say they delivered - that increased my chances of it still being in their safe place) and they were officious (we can't tell you things unless instructed to by Wiggle) and generally disappointing.
I actually have a lot of sympathy for Wiggle here - I will get either my goods of my money back, while they may well lose the cost (to them, less tax write off) of the goods.
I think I'm still pretty calm but as to whether patience is a virtue? At times, at times.
I also think I've been very careful to try not to badmouth people - excepting where the facts make that practically in avoidable and even then I have explained why, for example, I thought DX were officious.
Ultimately I intend to send this link to Wiggle (anyone worried?) and I am hoping that it shows the story of how they worked hard to turn round an initial sticky situation into a very happy customer.
If perhaps a slightly impatient one. 😉
PS given I didn't get the £2.99 speed of service, they might even refund that.
😉 sounds good!
I've just deleted a post that having read the last response was unnecessary
hopeychondriact - Member
Correction, DX have stated that not Wiggle, therefore is not Wiggle at fault here.
re-read renty!
Hopeychondriact. DX are the agent of Wiggle, so the OP is right to complain to Wiggle and to want action now. Paid a premium price for the premium service and expects that to be fulfilled meeting his expectation regardless of who the work is contracted out to...
Hopynobriact my brain IS engaged thank you very much.
OP has paid wiggle for goods and delivery, just because DX have messed up and cant remember where they have put the OP's parcel isnt his fault.
Although wiggle have done nowt wrong the problem is still theirs and they have to chase DX and also keep the op happy.
EDIT : oh and if you had read my first post correctly I never mentioned wiggle and was actually referring to DX.
Hang on a minute, he has contacted Wiggle who have assisted.
But you still persist to think you know it all.
Bell and end!
WTF...?
I dont persist to know it all but you were telling my I was wrong earlier whereas someone else on here has also backed up what I said.
Yes, wiggle have assisted but not in the ocrrect way imo
A lot of people seem to misunderstand that the relationship is with the seller not the courier.
I never talk to couriers if anything has gone wrong, I go straight to the seller and let them deal with it as they should. They choose cheap and nasty couriers, they have to deal with all the issues.
Renton, kerley (and OP) +1
Wiggle's fault and responsibility entirely, courier are an irrelevance in this. Hope for a positive resolution for you!
I'm inclined to courier's fault but Wiggle's responsibility.
Which to be fair seems similar to Wiggle's position.
Ignore hopynobriact he is trying to be a troll.
The buyer enters into a contract with the seller. Be that the op with wiggle or wiggle with the courier. If the op had arranged the courier then he (buyer) would be chasing the courier(seller). Simple really. The op is under no obligation to chase the courier as he doesn't have a contract with them, wiggle does. The fact that the courier will talk to him is academic, he has a contract with wiggle to supply some goods and they've failed in their duty to do that due to the courier they employed.
The courier is at fault and it's wiggles responsibility to rectify.
Hopey has gone very quiet.
Has his mom found out he bunked school today.
Sorted. Got my stuff.
So you kicked up a bit of a fuss bout well not much tbh now that you're sorted...
What exactly happened in the end?
Put it this way, the courier managed to deliver something today that they said they'd delivered on Tuesday.
Did you get any apology ? I never did, just the polite firm insistance that even though they could never provide a photo of attempted delivery they had tried, i now dont use wiggle for anything that would need dx.
I always use Royal Mail or DPD wherever possible. All of the other couriers just seem to make it up as they go along (even outright lying about what they have done with the parcel)
DPD seem to be the only company that realise it is 2015 and email before the delivery with an hour slot and a chance to reschedule (easily online) when you know you won't be in for first attempt.
Problem is a lot of companies care more about their cost of delivery than the buyers service not realising there is a direct link back to future purchases. If the only choices from a seller are the like of Myhermes or Yodel then I won't buy from them as it is not worth the hassle.
+1 for dpd superb service can upgrade online or rearrange delivery. Can also watch yer package on day of delivery to see were it is
DPD. Are great - it's actually a pleasure using them. Does anyone ever tell them that I wonder?
I did on Twitter, Christmas 2013 they misdelivered a gift I'd ordered. Called them, within the hour the driver was back sorting it out, the safe place was a neighbour's letterbox. But their house was empty at the time.
DPD. Are great - it's actually a pleasure using them
[b]Were[/b] great. I'll start a post about that comedy outfit later.
Marko
DPD are the better delivery service. Parcelforce are just comedy. Yesterday's delivery was unsuccessful, even though two sets of neighbours were in. So instead of taking it to sorting or post office it's gone the 50 miles back to the depot. Delivery will be next working day between 0730 and 1700. Now working day is that Monday, or Saturday, as they deliver Saturday?
Just did 103 miles in the shorts.
Comfy.
Everyone forgiven. Except perhaps DX.
I have to add my tuppence! Wiggle have always been a superb company to deal with in my experience.
DX Freight on the other hand come round to your house when the delivery is for your neighbour, knock down your walls with their lorry and hide behind a wall of lawyers trained in denying liability rather than the skills required to fix my $%^ing wall. I end up fixing it myself.
Pains me to use Wiggle because of their courier. There are lots of good courier companies out there Wiggle!
Ah, but in rural areas DPD are handed off to the last 10 mile courier - in fairness that's good in some ways as their depot is only 2 miles away.
ParcelForce round here are good - local driver is polite, chatty, top bloke.
Strange as when I ordered my kit through Wiggle a week or so ago, it came via DPD who were absolutely as said above upto date and in the real world when realising customer satisfaction especially when it comes to live tracking.
After my previous comments I'm now going through another wiggle/dx cock up . Wiggle organised for a return to be collected from me today (I paid for the service) so I stayed in all day. DX didn't turn up. I managed to contact DX - ' yes it will be collected by 5'. B******* it will. If a could actually speak to somebody from wiggle it would be alright - instead I have sent emails which, again, have not been replied to. 🙁
The cheapest delivery on wiggle is still speedy in my experience, ordered some stuff from the sale on Thursday morning, got a text from RM saying it would be delivered on Saturday.
Yep - didn't have any choice though as a larger item.