order has yet to arrive

Woddle

Just wondering what your consumer rights are in this situation.
I ordered stuff from wiggle on the 18th of April, still yet to arrive. I contacted wiggle who told me to check post office and neighbours which I did, still no sign.
If the goods don't arrive I assume I have the option of a refund or for them to send the goods again. Am I right in thinking this or can wiggle say we sent them tough shlt.


Due to the despatch method used, this parcel cannot be tracked from wiggle

ultraman1

afaik there is euro legislation to cover this sort of thing..you have rights(even if u have to use a baseball bat to get them;))

Stark

I can't imagine wiggle saying tough ****. Usually online stores give the customer the benefit of the doubt in order to preserve their reputation.

Woddle

Stark wrote: »

I can't imagine wiggle saying tough ****. Usually online stores give the customer the benefit of the doubt in order to preserve their reputation.

Just to be clear wiggle definitely did not say tough shlt.
I'm going to give a few more days before looking for action just wanted to have all the info regarding consumer rights ready to go.

huskerdu

Good question.

I have been a very satisfied regular online shopper for 3 years now.

I have only had two problems with a parcel not arriving.

Both were from established online stores in UK and both believed me and
reshipped the item after 3 weeks of non-delivery.

BTW, in both cases, the original parcel arrived weeks later.

I dont know and would be interested in knowing what my legal rights would be if the retailer had refused to help.

Stark

Woddle wrote: »

Just to be clear wiggle definitely did not say tough shlt.

I know, I'm just saying not to worry. I've had stuff lost on me in the post before. I've never had any hassle, I just fired off an e-mail to the website saying what I thought happened and they've sent me out a new package, no questions asked.

opus

Woddle wrote: »

Just wondering what your consumer rights are in this situation.
I ordered stuff from wiggle on the 18th of April, still yet to arrive. I contacted wiggle who told me to check post office and neighbours which I did, still no sign.
If the goods don't arrive I assume I have the option of a refund or for them to send the goods again. Am I right in thinking this or can wiggle say we sent them tough shlt.

Same thing happened to me a few weeks back with a book order from the Book Depository, once I told them it was a work address with its own goods-in dept then they said no problem & sent the order again which arrived ok. Still not sure where the first one ended up but I'd expect all the web retailers ask those questions first before sending out the order for the second time.

So same as everyone else is saying I'd be very surprised if you had any hassle about it.

robinph

They won't, but if a retailer was to refuse to resend the items then you can get the money back via your card.

I've had stuff resent from Amazon previously without any problem. Delivery's that took a while from Wiggle have usually appeared a couple of days later. Remember that there was a lot of bank holidays over this part of the world in the last few weeks so lots of opportunity for things to get delayed in sorting offices around the place.

metamorphosis

dude - wiggle have been terrible recently. got bib shorts a few weeks back - i was waiting over 2 bloody weeks. had completley forgot until the order arrived

huskerdu

Also, England seemed to close down completely the week after Easter.
They were all busy with some wedding, seemingly.

G-Money

I imagine if they don't arrive they will just sent replacements.

I've found Wiggle to be very slow with delivering things. I recently made the mistake of paying for the priority despatch and I got the order in exactly the same time as I did a previous order which did not have priority despatch added. A waste of money, I didn't get the items any sooner. Although when I enquired they just said that fee means they despatch it sooner and give priority to those orders in terms of stock.

I'd order from them again, but not if I am in a hurry and definitely wouldn't pick priority despatch.

robinph

Don't blame Wiggle for the speed of delivery. I've had stuff very fast from them before, to Ireland, although they have also sometimes taken a long time for things to appear.

I've never had stuff take more than a couple of days to arrive to a UK address though after it shows on the Wiggle website as having been posted. Royal Mail wil have been a bit delayed the last couple of weeks, but they should be well over that now. The weak link in the chain I've always found is once it goes between Royal Mail and An Post, then things can take an age. It is exactly the same delivery level that your getting to Ireland as the cheap option to UK addresses though, so it's not that the UK bound stuff gets a better service.

Woddle

Still no order so I sent an email off today and they responded saying if it hasn't arrived by the 15th to let them know and they'll sort sth out asap. Which is good news and fair play to them.

metamorphosis

nice customer service there

Woddle

metamorphosis wrote: »

nice customer service there

Order never arrived, so wiggle this morning offered to resend or refund. I chose resend as I need the stuff but I was quick enough to moan so I thought I should be as quick to point out the positive.

BeepBeep67

It's a tricky balance between cost and customer service. It would be great that everything comes by courier and is traceable, but how much does the customer value that - meaning are they willing to pay extra for delivery on everything, when in reality 90% (guesstimate) of orders are delivered on time through the postal system at a cheaper cost.
Glad to hear they handled it to your satisfaction.