I will never buy from Wiggle again

Over the years I’ve bought a lot of stuff from Wiggle, including a Colnago, shoes, nutrition, Garmins, etc, but I will never buy a single item from them ever again. Why?

Early March is my lovely wife’s birthday. I knew that she wanted a new Garmin. We’re both using the 920 multi-sport watch, both purchased separately, and both second hand. They are great watches and do nearly everything we could possibly want. Helen had done a whole load of research and decided that the Garmin Fenix 6 Pro was the watch she was going to save up for and treat herself to later in the year. I decided to surprise her by getting it for her birthday. Knowing that there are a lot of scams out there I opted to buy it from Wiggle, even though it was a little more expensive.

It arrived a few days later and I had a sneaky look before wrapping it up and hiding it. Helen was ecstatic when she opened it, and half an hour later we were out running. We uploaded our runs and then Helen went to synch it with Garmin Express. I was making coffee in the kitchen when Helen shouted that Garmin was saying that it was a Fenix 5. Sure enough in very small writing on the back of the watch it said Fenix 5. I immediately emailed Wiggle and didn’t receive a reply. So the following day I used their chat function to complain. They said that they would look into it, but if I wanted I could keep the watch and they would give me a £30 refund.

WTF? A Fenix 5 is approximately £150 cheaper than a Fenix 6 Pro. Are you serious? You send me a cheaper watch and then want to overcharge me for it. I wasn’t happy. To me it seemed obvious what had happened. Someone at Wiggle bought a Fenix 5 but swapped it for a Fenix 6, hence why the 5 was in the box for a 6. After a few more days Wiggle eventually agreed to take it back and give me a full refund. I then ordered the correct watch from our local running shop, who even matched the price Wiggle were selling it for. They also delivered it as their shop is still closed due to Covid restrictions. In hindsight I should have gone to The Runners Centre (website here) first. (Note, don’t be a moron and ask a local shop to price match after they have spent half an hour finding the right running shoes for you.)

Ian, the owner of our local running shop, added that the wrong watch would never have been put into the wrong box by Garmin. I wouldn’t have been so annoyed if Wiggle had replied sooner and apologised for their mistake, instead of dragging it out for almost two weeks. They could have offered to replace the watch with what I ordered, but a refund was the only option that I was given. I would even have accepted the Fenix 5 if they had offered to refund me the difference between the two watches. I would have then used the 5 and bought Helen a 6.

Anyway, that is why I will never use Wiggle again.

5 thoughts on “I will never buy from Wiggle again

  1. A sad story. I think it is why Amazon is all-conquering. They rarely mess you around and if they do, if you have any kind of history as customer, they don’t quibble when fixing.

    Warning: ChainReactionCycles and Wiggle are the same company these days so if you are boycotting one you should do the other too.

  2. Definitely not good customer service! They should have at least offered to have it sent back (postage paid) and expressed out a 6 on return. Bigger companies can often lose sight of customer satisfaction on the back of profit margin…

  3. Pingback: Garmin Troubles | Beards and Triathlons

  4. Pingback: Dhb Shorts – Product Review | Beards and Triathlons

Leave a Reply

Please log in using one of these methods to post your comment:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out /  Change )

Google photo

You are commenting using your Google account. Log Out /  Change )

Twitter picture

You are commenting using your Twitter account. Log Out /  Change )

Facebook photo

You are commenting using your Facebook account. Log Out /  Change )

Connecting to %s