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i ordered a set of forks in the sale and paid for them last saturday. on monday i called them as the order was not showing on my Planet X account and they said that the forks had been allocated to me and would be shipped that day.on thursday i called again as the account status had not changed and was told the same thing. On Saturday I get an email confirming the order being shipped-minutes later an email cancelling the order as they were out of stock? wtf
The one I ordered is still available to buy on the website, so i guess they must have found it... I re-ordered from CRC anyway, and it was despatched same day. Just a few quid more expensive.
Sounds like they have IT problems.
what do you expect from market trader type box shifters?
it's not a £200 rapha jersey delivered by cycle-courier (do they still do that?) to your canary wharf office on friday afternoon wrapped in pink giro di italia tissue paper.
it's huge orders of taiwanese carbon and leftover warehouse clearances from manufacturers wanting to shift old stock in bulk once chain reaction have cherry picked the good stuff.
if i were to order anything from them i would think of it like booking an easy jet flight, it's cheap, they don't have the staff to deal with any problems so don't get yourself into a tizz if your order goes wrong.
I had some dealings with Planet X many years ago when buying a bike. I had a long email chain with Dave the boss which was, to put it mildly, chippy and bad-tempered, and left me feeling like I was bothering them for wanting to buy a £2000 bike.
I spoke to Brant about this at the time (he lives locally) and he said "yep - some people just can't deal with us".
I've no doubt their operation has got slicker since then, but I wonder whether that old culture remains. And even though they don't say it outright, when your order doesn't turn up on time, I wonder if they're thinking "We're doing you a favour by supplying you with low-priced goods. You'll get it when you get it."
Going by the stories on here, there seems to be something amiss in their inventory/shipping operation. A customer-focused business would see the importance of this, drop some money on it and sort it out very quickly, and in the meantime communicate with their customers: "Whoops - sorry we got that wrong. We're working on it" type of thing, rather than machine-generated "out of stock - order cancelled" emails.
Do you remember when all bike shops were a bit like this? Unless you were a regular on their Sunday "A" ride you were made to feel like you weren't worthy of their custom? Wiggle and Evans have changed all that by being inclusive and customer-focused (yes I know they don't always get it right). Cycling has changed and it's not just a handful of Cat 4 roadies who buy bikes and parts. LBSs have to compete and now employ staff based on their people skills, not just whether they can memorise gear ratios.
If you want to be the type of business that simply bangs out cheap parts with a minimum of fuss, that's fine, but you have to do that reliably, if you're not set up for retaining hearts and minds when things go wrong.
Can you imagine the outcry if the experiences on this thread were with Wiggle instead of PX? Jeez - people moan if they don't get a free packet of sweets in their Wiggle order 🙂
MrSmith - Memberif i were to order anything from them i would think of it like booking an easy jet flight, it's cheap, they don't have the staff to deal with any problems so don't get yourself into a tizz if your order goes wrong.
In my experience, they're like an easyjet which takes you to the wrong country then when you complain claims first that you are wrong and actually you're in the correct country, then tells you it's your fault that the plane went to the wrong place, then insists that actually that was where they said they were going and that all the paperwork that says otherwise is "confusing", and anyway all other airlines would have done the same.
All my orders have turned up in time, no problems here. I'm addicted to their socks.
But, they will spam your inbox relentlessly.
In my experience, they're like an easyjet which takes you to the wrong country then when you complain claims first that you are wrong and actually you're in the correct country, then tells you it's your fault that the plane went to the wrong place, then insists that actually that was where they said they were going and that all the paperwork that says otherwise is "confusing", and anyway all other airlines would have done the same.
+1, in a nutshell.
Wow, some folk have had weird experiences with Easyjet.
I'd imagine the kind of person who weighs tyres would get upset over the most trivial of things. Cycling really does attract the weirdest of the weird
Meh, there are two types of Schwalbe tyres - Performance (cheap) and Evo (expensive). Plenty of folk were buying (admittedly discounted) Evos and finding them heavier than Performance ones. Bit like 'upgrading' to an XTR group set, but finding it's actually heavier than the SLX it replaced. Not the end of the world, but enough that I'd not want to go through the obvious rigmarole of returning things. Call me weird though if it makes you feel better.
what do you expect from market trader type box shifters?
it's not a £200 rapha jersey delivered by cycle-courier (do they still do that?) to your canary wharf office on friday afternoon wrapped in pink giro di italia tissue paper.
The EasyJet analogy is a good one. They don't promise the earth, but deliver a very satisfactory service. If they said 'you'll get free alcohol, and 72" of leg room' you'd be annoyed.
Clearly from this thread PX are struggling to meet the standards they are advertising. If Brant wants to contribute wouldn't it be better to come on and say 'yes, sorry, crap innit, we're really busy, and the automated email to say your order will be late is a great idea, thanks for sticking with us.'
From the dog walk in Richmond Park this morning, the entire Rapha stock seemed to be bimbling around the road circuit.
Crappy customer service and poor after sales in my experience.
They're good for socks and wooly stuff though.
they told me i had 3 accounts, as i had used 3 delivery addresses over xmas, mine, work and the girlfriends.
this is probably one of the reason things go wrong. instead of your name being the account its tour address.
8 out of 10 of my parcels turned up on time, each of them had a tracking number.
one, Yodel left a brand new £800 frame in an opened !!! box outside the front door UNSIGNED, with a note saying that it had been left in a safe place, luckily im honest or i could have said it hadnt arrived.
They seem to be a bit hit n miss at the moment, okay with a saddle I ordered, then messed up another order...
Selling anything online should be backed up by excellent customer service by default. There is no excuse. Especially as there are loads of solutions out there to ensure the job is done well.
Meh, there are two types of Schwalbe tyres - Performance (cheap) and Evo (expensive). Plenty of folk were buying (admittedly discounted) Evos and finding them heavier than Performance ones ... Call me weird though if it makes you feel better.
So plenty of folk bought discounted seconds thinking they were bona fide, then were a little sad when they discovered they were heavier than claimed? Them's the breaks. I can understand the disappointment of not getting what they expected, it's only natural, but this is the part i can't fathom - to find out how heavy the tyres are, you need to weigh them. Sounds obvious. Now, a normal person would have no reason to ever weigh a tyre. But, if for some ultra-obscure reason they have to know, they might plop the tyre down on the kitchen scales and look at the reading. 3. That tyre weighs 3. Good. Why was i doing that again?
Simple fact is [i]'mmm...I wonder what it's really supposed to weigh?'[/i] would not cross the mind of a normal person. Sorry, but that makes you officially weird. Even if you have only ever thought about thinking about, that makes you weird.
Believe me when i say i derive no pleasure by informing you of your sickness of the mind. It may be too late now but I meant no offence when applying the label 'weirdo' to you (and possibly others*). I don't believe you are the 'microwave the hamster' type of whacko, but the signs are there, and in my expert opinion there [i]is[/i] a danger of this escalating and turning into something much more serious. You are on a slippery slope my friend and it might be an idea to grab onto something and haul yourself back before it's too late. Think of this post as my hand. Now grab it and pull yourself back from the brink!
* The thought of you travelling the country tracking down, then weighing every tyre that left On One depot was so mind-blowingly weird that the only sane conclusion is that you had help. Perhaps a cult or gang, or something. Either way, this problem could be more widespread that anyone could have imagined.
It's a strange world folks. Be careful out there on the trails. 😀
I've read that tire weights can vary +/- 10 percent due to factors such as humidity when they are made. So manufacturers published weights need to be taken as an average weight at best.
And softer, tackier rubber is denser than more standard compounds. Thus, some high performance tires can weigh more than other tires of the same model (assuming the same casing and bead).
If the tires are too heavy for you just send them back!
And yes, I have weighed my Floater fatbike tires on my Park digital scale... 😳
If the tires are too heavy for you just send them back!
I think the point is, though, that if PX/OnOne have bought tyres from the manufacturer that were cheap because they are overweight, they should publish that on the site not send out tyres that are significantly heavier than advertised.
Tyres always vary a little, they'll get lighter as you use them :p
brant if you are following this thread would you mind checking out order number SO0456829 ?
I sent back some wheels last week and have not heard anything back since, thanks.
Bought lots of wooly stuf recently, all good. haven't washed any of it yet though...
Planet X/ On One are shocking in my opinion.
Sent Reverb seat back to them in September as it was faulty, told for first two months they never had it, each time was promised (6 calls) a call back. Had a moan at Brant at here, he took reference , again heard nothing, called them two weeks ago. They state they did receive but had sent it to my old address ( despite writing my new address on the returns form) and they said it had arrived back with them and they would forward to new address, two weeks have passed and still nothing.
Four months and still not got my friggin seatpost!! Bloody awful and a Brants smug comments and look at me in Taiwan/ China Tweets and updates don't help.
Maybe he's picking up a new seatpost for you?
When is brant going to release a new album?
Michael Stipe/REM and Brant are exact doubles 😆
I thought he already had?
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Conti cyclocross tyre bought first week of December. Tyre has a deflection in excess of 15mm in a 150mm run.
No reply from five emails so far.
Their service is as good as the tyre.
Placed a few orders before Christmas, all good.
Ordered some stuff first thing last Monday, nothing turned up yet. Will be mightily unimpressed if they don't turn up by the end of this week.
Planet X/ On One are shocking in my opinion.
Sent Reverb seat back to them in September as it was faulty, told for first two months they never had it, each time was promised (6 calls) a call back. Had a moan at Brant at here, he took reference , again heard nothing, called them two weeks ago. They state they did receive but had sent it to my old address ( despite writing my new address on the returns form) and they said it had arrived back with them and they would forward to new address, two weeks have passed and still nothing.
Four months and still not got my friggin seatpost!! Bloody awful and a Brants smug comments and look at me in Taiwan/ China Tweets and updates don't help.
Sorry to hear that.
Will look into this.
Brant,
fair bit to look into on this thread.
Lester
Euro - Member
Meh, there are two types of Schwalbe tyres - Performance (cheap) and Evo (expensive). Plenty of folk were buying (admittedly discounted) Evos and finding them heavier than Performance ones ... Call me weird though if it makes you feel better.
So plenty of folk bought discounted seconds thinking they were bona fide, then were a little sad when they discovered they were heavier than claimed? Them's the breaks. I can understand the disappointment of not getting what they expected, it's only natural, but this is the part i can't fathom - to find out how heavy the tyres are, you need to weigh them. Sounds obvious. Now, a normal person would have no reason to ever weigh a tyre. But, if for some ultra-obscure reason they have to know, they might plop the tyre down on the kitchen scales and look at the reading. 3. That tyre weighs 3. Good. Why was i doing that again?Simple fact is 'mmm...I wonder what it's really supposed to weigh?' would not cross the mind of a normal person. Sorry, but that makes you officially weird. Even if you have only ever thought about thinking about, that makes you weird.
Believe me when i say i derive no pleasure by informing you of your sickness of the mind. It may be too late now but I meant no offence when applying the label 'weirdo' to you (and possibly others*). I don't believe you are the 'microwave the hamster' type of whacko, but the signs are there, and in my expert opinion there is a danger of this escalating and turning into something much more serious. You are on a slippery slope my friend and it might be an idea to grab onto something and haul yourself back before it's too late. Think of this post as my hand. Now grab it and pull yourself back from the brink!
* The thought of you travelling the country tracking down, then weighing every tyre that left On One depot was so mind-blowingly weird that the only sane conclusion is that you had help. Perhaps a cult or gang, or something. Either way, this problem could be more widespread that anyone could have imagined.
It's a strange world folks. Be careful out there on the trails.
If you raced xc to the standard of njee you would understand.
I got my email yesterday to say its on its way with yodel ? Orded Thursday before 3pm
Slow would be my response to the OP's question.
If you raced xc to the standard of njee you would understand.
I think i've got it...
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😀
I've usually had very quick delivery from On One, but an order I placed last Monday has only just been posted out. It took them until yesterday to tell me that some of the items in my order were out of stock and then only because I emailed them first. A couple of the out of stock items are still showing as 'lots in stock' on their website.
- Placed an order for five items on the 3rd.
- No response to emails last week.
- Email received yesterday (13th) to say one item was out of stock and would be refunded.
- Four items arrive today, one of which doesn't match the picture on the website, so isn't what I wanted (admittedly I took a punt that the pic would be correct).
- No refund received for out of stock item (although it's only a day since they emailed).
So 11 days to get 3 of the 5 things I wanted...
EDIT: For comparison, I placed an order a couple of days before xmas and received it very quickly...
I think Easyjet are far to good to be sullied with being like Planet-X / On-One. Brant's company are more like Del Boy and Rodders, flogging any old cheap Chinese tat. Just replace Peckham for Rotherham, and the pub for the internet.
Everytime I see 'Planet X' I still read it as Planet Kiss.
hora. X
That Pickenflick that they just emailed me about does look very, very nice though...!
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I just go direct to China like they do 😀
Pickenflick
Hilarious! 😐
Simple fact is 'mmm...I wonder what it's really supposed to weigh?' would not cross the mind of a normal person.
Have you not noticed the number of threads about weight saving on here? Normal? Probably not, but neither is spending many thousands of pounds on something to go and play on in the woods.
I brought a KMC Chain from Planet X. It arrived far too short to be of any use. So i assume it was a cut and shut job of other chain spares which they have cut to length. I didnt bother complaining because I had heard about their service so i cut my losses and took it on the chin.
I had my moan a couple of days ago sent them a mail and got a polite response with an apology and a suggested resolution. they have certainly worked hard to resolve the issue. fair to say based on how they have handled the situation I would heartily recommend them to anyone. Things go wrong and often the mark of good service is how the company handles the issue-full marks top Planet X
I brought a KMC Chain from Planet X. It arrived far too short to be of any use. So i assume it was a cut and shut job of other chain spares which they have cut to length. I didnt bother complaining because I had heard about their service so i cut my losses and took it on the chin.
I had this problem with a PX chain, but I found a workaround that you might want to try. I took my bike to a frame builder and had him chop out the rear triangle and fit new shorter stays around a 20" rear wheel. That way the chain could reach fine, with the added benefit that it's great for wheelies. In case I ever buy a normal length chain I had the forethought to have custom-machined 700mm long track end dropouts fitted so I can just move the wheel back until it goes tight.
nickb - MemberThat Pickenflick that they just emailed me about does look very, very nice though...!
Cor. Yes it does.
edward2000 - MemberI brought a KMC Chain from Planet X. It arrived far too short to be of any use. So i assume it was a cut and shut job of other chain spares which they have cut to length.
To be fair, not necessarily... Could have been specced to that length for an oem then sold off as excess. Or, could have just been wrong from the factory.