I have noticed complaints regarding Planet-X on this forum and would like to share my bad experience, if this might be helpful to anyone. In my view their products are priced competitively, but you need to offset that against a disorganized company with really bad service.

I placed an order 68 days ago; a bike, some wheels and odds-and-ends. The wheels have arrived, but the rest has been missing. They, at some point, confirmed it was missing. With little communication from their side and no commitment to replace the missing items I feel we are running in circles.

The support team takes at least 24 hours to respond to your emails.
The support team commits to follow up, but does not respond, repeatedly!
Support tickets remain unanswered for 18 days and when you follow up they have closed it, even though the next action is a follow up from them.
They told me; “…the issue you have had with the couriers unfortunately it is beyond our control once it leaves us.”
One moment they agree the items are missing, the next moment they confuse it with a separate order and tell me the goods have been deliverd.
They fail to escalate issues, even when requested to do so.
An email to Bary Dunn, the COO, remains unanswered.
The issue was forwarded to David Hanney, the CEO, who have not taken any action yet.

I am well aware that they are a small company, that they have good products and that some of you are quite happy with their service. I can unfortunately not relate to your experience; mine being one from hell.

This is merely a warning to potential buyers; please take this into consideration when buying from there – vote with your wallets.

Chris

Noted. Forwarded to head of customer service and Barry Dunn.

I’m at a family funeral today but I’d hope the team can pick this up for you.

I’m sorry.

Thanks brant for taking the time to respond and escalate.

Please do not blame me for being sceptical.

24 hours more than reasonable to respond to emails.

I ordered some stuff (only £20 worth) last Tuesday morning expecting them to arrive in time for a planned trip at the weekend. By Monday evening they still hadn’t arrived so I rang Planet X. Nice guy on the phone discovered that my order had been sent to the warehouse but inexplicably hadn’t been processed. He has promised that he will ensure the stuff is sent out ASAP, and again apologised as there have been problems with the warehousing system apparently. Will wait and see.

STATUS UPDATE

Planet-X continue to amaze me as the company with THE WORST SERVICE EVER!!!

We are now at 71 days after placing my order (SO0512143)

It has been 38 days since I notified them that I received only part of the order; a bike, wheelbags and other items (well, most of the order) was still missing, I have;

Made 3 international calls to the support desk (more that 1 hour total duration)

Sent 6 email submissions to the support desk (Ticket 88014)

Sent 7 emails to the “Customer Experience Specialist” (CES)

One email was CCed to the Chief Operations Officer

the issue being forwarded to the CEO by the CES

Now, 2 days after Brant forwarded this post to the head of customer services and the COO I have not heard anything back!

The CES has also not replied to my last email I sent 2 days ago.

Brant, do you now see why I am sceptical about any response from your company? One would think this issue would warrant immediate action.

Fellow forum members, expecially if you are from abroad, do not deal with this company. They fail to accept responsibility, they fail to deal effectively with shipping problems; they simply do not care.

More updates to follow.

It’s a public holiday in the UK now don’t expect any office based workers to be around .

Tuesday first day back at work

I shall escalate (again)

I’m truly sorry.

Well except brant but I’m getting the feeling he is omnipresent .or the candy man

Well except brant but I’m getting the feeling he is omnipresent .or the candy man

Clones.

Itchy fingers, paranoia and a vanity search.

Ah,would that be a gaggle of brants Or a pride.

Folks got tings twisted PLT X seem a cool bunch – customer service is top notch …

Ah,would that be a gaggle of brants Or a pride.

A discount of Brants.

Bet someones wishing they never left Ragley #onlyjoking

Darren. This isn’t Twitter. #justsayin

But surely a hashtag makes the Share button work so much betterer?

You know. That one over there ====>

#omg #sorry

I don’t think that share button works does it…let me try.

Take note Planet X – I asked a few questions about the 45650b, I got feeble replies. I then decided to buy a Slackline full build instead, which is more than twice the price! My point? Price isn’t always king. I thought your service was so poor I took my hard earned elsewhere and spent double the money on quadruple the service.

I’m going to open a bike shop next to yours called Planet Y, buy all of your stuff and sell it on for twice the price.

Well it links to the whole topic it would seem, whats the point having it on each post. Anyway…

OP – you should have (in the last few minutes) had an (apologetic) post from our head of customer service?

Not that this resolves the issue (you getting what you paid for), but I hope we can move towards it.

Apologies.

Errr…someone stole mine.

huh?

#goodguy

I’m getting a beer anyone want one

Yeah, make mine something fruity. #beliebers4brant

Back from @oldgatehebden, and having #veggieshepherdspie with @cowgirl_yvo and my lad, whilst watching #peepshow.

Fruity?

#new.age.man

I’m at a family funeral today..

ffs.

You’re admirably committed to the business or completely daft, possibly both.

I hope the people you work with realise the lengths you continuously go to, and more importantly that they’re doing something about it – not sorting out the latest screw up, but putting fulfilment systems in place that can be relied on to get a customer’s order to a customer without your intervention.

I had a nice lady phone to tell me that the items I returned had arrived and my paypal refunded.
Top service I thought.

This really annoys me about planet x/on one, I love the product and I love the way Brant, comes here holds his hands up and tries to sort things out. But why isn’t the rest of the staff being so accommodating?

You’re admirably committed to the business or completely daft, possibly both.

I was at the funeral of the principal designer of the Tornado. I don’t think he’d have thought my behaviour inappropriate.
At the end of the day, I do appreciate that people have given large sums of money to us, and expect us to, at the least, deliver what we promise to deliver.

It probably makes me quite difficult to live with, but thankfully the principal designer of the Tornado’s daughter puts up with it.

But why isn’t the rest of the staff being so accommodating?

Because they now Brant will take up the slack…duh!

Working on tornado I can say the designer of the thing was a crackpot, sorry for the loss brant

I can’t complain at all with there service picked up my new carbon 456 evo chain bust after 10 mins and they replaced it no questions asked. After a ride in peaks I’m very happy with the bike.

I’m not an expert on the management structure at Planet X, but how long is it going to be before someone conscientious (brant most likely) kicks some ass?

I’ve only ever had one minor issue with an order, foolishly ordering the last eight inner tubes in stock. Otherwise they have been excellent.

“This really annoys me about planet x/on one, I love the product and I love the way Brant, comes here holds his hands up and tries to sort things out. But why isn’t the rest of the staff being so accommodating?”

In my experience they are. But sometimes you just genuinely can’t pull a rabbit out of a hat and end up too far down the rabbit hole in search of the same solution when you should have called it quits, given up and tried a different approach to resolving the issue earlier on.