To keep a long story as short as possible.
My wife orders a frame (the last one) from Planet X on Monday at 13:50– receives no confirmation email!
I Ring up Tuesday to be told “frame in another warehouse will get to you in a few days!” Seriously?
Website states orders before 3pm aimed to get out same day, but fair enough. Thanks for not apologising!
Thursdayshe does CEO email thing, only to have a Customer Experience rep email her to apologise but frame is due out today(Thursday) to be with us by weekend!
She emails again Thursday night 7pm to ask why no despatch email!
My wife then receives an email at 3pm Friday afternoon to be told that planet x cannot find the frame. Apologies but refund or another frame.
As there is no other frame I can fit my parts on (BB30 BB). She asks for refund and now the money is stuck in paypal....
Now my wife isn’t well off(she is disabled) and nor am I as I have to work close to home so every penny is important (extremely). To fund this I sold my old frame to give her some money towards and the rest she put forward as a present, so now I have no bike and no way to get one till paypal releases.
I know that the majority on here have goodwill for PX and I have had loads of frames and parts off them in the past, but I feel the CEO email is a cop out (as the CEO doesn’t bother to reply himself) and there has been no sense of urgency in finding this frame at all.
Currently they are moving warehouse and this was the reason they gave us, but as a customer it is not our issue where the stock is, once you have taken our money we expect my order to be expedited asap.
If this sounds whiny my apologies I am just extremely angry and wanted to vent my frustration with others as I sit at home this weekend unable to enjoy any two wheeled freedom!
I doubt I will ever use them again if this is the level of customer care the exhibit when something goes wrong!