[Closed] Planet X

paging brant...

That's awful. I'm sorry to hear that.

If you could email me (brant at planetx dot co dot uk) I'll look into this.

I thought this was going to be about Niburu...

....and that it could be a further three days before they can update [b]myself[/b] further.

.....Its only when I contact them that they bother updating [b]myself[/b] with the current status.

Me ?

(I appreciate this doesn't help with your bike bits ordering problem)

Maybe they are taking a stance on improper grammar.

Glad to see people can be arsed to help rather than being arseholes like they normally are.

And yes I am dyslexic.

Email sent Brant, many thanks for any assistance you are able to give.

Jeff

brant - Member

That's awful. I'm sorry to hear that.

If you could email me (brant at planetx dot co dot uk) I'll look into this.

I though you left to start Ragley whatever ... 😯

Last year on a Friday night I picked up a set of 50mm Carbon wheels from the store in person.

Monday I get a text saying 'your item will be delivered tomorrow'
Tuesday I get another pair of 50mm carbons through the door....

If I wasn't so honest....
I could have done with a spare set for the 'cross season.

To swing the balance ive had nothing but great service from them 🙂 not that it helps the op any

bookwyse - Member 
Is it just myself or are they one of the worst companies to deal with at the moment.

This week.

So far.

I was reading the other day that they've experienced massive growth over the last year or so. Unfortunately massive growth can cause more problems than you might think, particularly from a supply chain and distribution point of view. Given the number of issues that are flagged on here and that I, and people I know have had recently, this would seem to be very much the case.

I also read however that they have recently taken on a new management team with extensive high-volume retail experience so one would hope that these issues will be resolved post haste as they certainly offer great products and good v4m.

Until then the person I feel sorry for is Brant, who apparently manages to fit designing bicycles and going on holiday in and around his customer service fire-fighting skillz..

I cannot fault them. I have ordered two bikes from them and other kit. Had some faulty tyres on one of the bikes and it was sorted straight away.

I'm still waiting for my small order (23/04/14). Received an email from Ashleigh saying that the original order was dispatched but obviously lost(?!?)...now waiting for the second lot...I'm going away on hols in 2 days so am not expecting to receive it before that.

Always found Planet X delivery/customer service to be sporadic...received bikes very quickly but tyres and smaller stuff can be days or even months...good prices though 🙂

i had some issues getting pedals for my fatty , i now have pedals and a fatty it's all good in the end

I've always found them to be stupidly fast, ordering friday evening and packages unexpectedly turning up saturday am

According to secret plans for the new forum that I just made up, this is a mock up of the new post topic GUI:

[img] [/img]

Quite disappointed with Planet X myself. I ordered a bike from them and it turned up on time and there's nothing wrong with it. 👿 How on earth am I expected to be able to complain on this forum if they keep up this level of service? 👿

To make things worse they even threw in a load of gels etc 👿

I don't understand. If Planet-X gave you good service, why are you disappointed?

Jamie - I believe he's been ironic/sarcastic...

I've asked someone to shoot me if I think about ordering from them again.

After getting something that did not do what is described on their website and screwed up my brake lever, I paid to return it and receive a replacement. So the Selcof cables ordered ended up being more expensive than the Jagwires I thought I'd save on! Didn't get a reply to my further email about the problem either. Is there a reason they don't do a Collect Plus service?

Stupidly ordered something again which has taken a week to arrive despite what is said about dispatch times and bits are missing, no instructions and packaging open.

Can't be bothered with them anymore, will just take my custom elsewhere and have a little hissy on here.

Irony is I'll keep wearing their merino cardy until it's in tatters, so they still get free advertising from me.

One of my work colleagues ordered a lovely MATT BLACK road bike from them requiring it for Tour of Wessex this weekend, he received a lovely RED one today...

Gonna have been 10 weeks for my On-one 45650b bike since ordered on 8th March as not even built until 30th may. Very frustrating

One of my work colleagues ordered a lovely MATT BLACK road bike from them requiring it for Tour of Wessex this weekend, he received a lovely RED one today...

Just tell him his complaints are baseless, as Natrix got good service.

Is it just myself or are they one of the worst companies to deal with at the moment.

Two out of the last three orders I have had issues with. This last one being that they have taken the payment for the order last Wednesday. After asking for an update today they state they can not locate the items in the warehouse and that it could be a further three days before they can update myself further.

Its only when I contact them that they bother updating myself with the current status.

Pretty poor by modern standards.

Exact same issue here as well. Ordered last Wednesday, status of order since Thursday was 'waiting to be shipped'. Made some enquiries today as to when I might receive it and been told either they can't locate the item or it's no longer in stock - well it was when I ordered! Massive disappointment to be honest, just makes me wonder how long it would have taken before someone advised me of the situation before I started chasing.

To be honest I've not had any problems with previous orders, shame it happens to be on the biggest order I have placed with them.

I experienced the same about a month ago with some 29er forks. Only after I chased they did something and was told they would be sent out next day, and got 2 different emails saying that.

Low and behold nothing turned up so had to contact brant, he resolved it quickly but unfortunately there were no forks! Refunded swiftly but still was 2 weeks after placing the order.

Sounds exactly the same is still happening...!

I experienced the same about a month ago with some 29er forks. Only after I chased they did something and was told they would be sent out next day, and got 2 different emails saying that.

Did you create a thread too? Reading the op's post I got deja-vu and assumed this thread was necrobumped, then I saw the date.

Did you create a thread too? Reading the op's post I got deja-vu and assumed this thread was necrobumped, then I saw the date.

Nope. I did think about it at the time but forgot to. Brant was really good but its sad to see that it is still happening.

I ordered two tyres last week. Two tyres came in good time. But neither of them was what I ordered. Contacted them and got a response in very acceptable time explaining about the warehouse move they are going through etc etc. Promised to send me the tyre I want, I told him exactly what tyre I wanted in the email, was told it was being dispatched that day.
Today TWO tyres turned up. Neither are what I asked for. So, essentially, 4 tyres, and not one tyre was right. Pathetic really. Won't be buying anything from there again, just out of the fact it seems more inconvenient than anything else, it is too hit and miss.

Just to add some balance, I ordered an ally RT58, it got built on the originally promised date and delivered exactly when they said it would in the right colour with the right bits (even an upgrade on the specced rear mech).

I won't cut my nose off to spite my face, if I see a good deal with PX/OO i'll have it. But I wouldn't drop a chunk of money on a frame/bike again, after they boxed up and sent me a damaged Titus* and replaced with a damaged Titus that they put in a box and sent me. Then dicked about giving me my money back.

*Bent drop outs, D shaped head tube, perfect box.

Bookwise, I share your pain. Your post prompted me to post about my own bad experience on a [url= http://singletrackworld.com/forum/topic/planet-x-bad-service?replies=1#post-6027415 ]separate post[/url].

I short, paid for a bike and other stuff, wheels arrived but no bike after 68 days.

Every time I send them an email I need to explain everything again; as if they cannot piece together the various submissions to the support ticket.

Just to add some balance, I ordered an ally RT58, it got built on the originally promised date and delivered exactly when they said it would in the right colour with the right bits (even an upgrade on the specced rear mech)

Its ridiculous isn't it, how on earth can you complain about that??

You don't. If you like you could start a thread praising Planet-X, and rightly so if they done a great job.

As it is, I am sure those who are having genuinely bad times with Planet-X, appreciate the fact you're doing just peachy with them.

With stuff like the 4 wrong tyres, who do they have picking and packing? Surely that's 1 or 2 people at least who've missed the fact that it was all wrong. Twice.

First time ordering some of their own brand On-One Smorgasbord tyres. Ordered Friday, the package arrived Thursday. All seemed well.

Until I find that I have only received one of the two tyres I ordered.

Upon phoning them I find that they 'thought' Smorgasbord in the compound I wanted was out of stock (wasn't on the website) and would phone me back shortly.

About 1hr45 passed and I phoned them back, got the same gentlemen on the phone who confirmed that they were not in stock and would I like a replacement. Got one sent out to me, but it arrived the Wednesday after.. almost two weeks after my original order date.

Am I right in thinking it's good practice to inform the customer that a product they have ordered is out of stock? Just got a bit miffed as I was hoping to get them all in time for the weekends ride.

Tyres are great though and I do like supporting UK companies.
Though my first experience ordering with them has definitely soured my thoughts on Planet-X/On-One.

Ordered some stuff a while back including a cassette ("lots in stock" according to the website), box arrives with no cassette and "OOS" on the packing note where the picker's signature should be. No explanation or anything.

6 weeks later still no refund for the cassette despite being promised one 🙁

Sometimes they're a couple of quid cheaper than CRC for consumables (pedals and stuff), but it'd be nice if they actually sent all the stuff you paid for.

I think it has out grown it's own capabilities to be honest. It has seen sales go up and up, and it's unable to deal with it correctly. Needs a really good shake up.
And yeah, 4 incorrect tyres I would personally blame a combination of the picker and the warehouse management system. But it would be the pickers responsibility to make sure the correct product was being picked inline with the order.
To be honest, I hope they can sort the problems out before it is too late for them...

It's not just the puckers that are to blame, the order system doesn't appear to work, their communication methods need reviewing and their entire customer service department needs reviewing.

Emails sent to the CEO are responded by customer services who are plain incompetent.

As it is, I am sure those who are having genuinely bad times with Planet-X, appreciate the fact you're doing just peachy with them.

Don't worry, my bike will probably fall apart next week, then I won't be feeling so smug 8)

I didn't use PX for a few years and tried them again last year. I bought a few things, but the website was a PITA and things that were shown in stock weren't and it always seemed to get messy. Eg. ordering bits for a bike build and getting everything minus the seat post then having to order that elsewhere. Life's too short, just sticking to CRC / Merlin / Rose etc.

Picked up my new Pro carbon X yesterday. My experience is you ring- the phone is answered promptly- friendly convo (Dave and Phil), answered gained.

I don't see any pain on myside. Then again I dont tend to order too much from the website- its mainly in store.

I ordered a tyre.

They sent the wrong one.

I phoned then spoke to a nice man called Sean.

He sent a new (and correct) one out.

I returned the wrong one at no cost to me (Sean stressed no rush to return) via Collect+.

Shit happens. It's how the company deals with it when inevitably happens shows the company's character imho.

Another thread about Planet X / One One. Usual form: OP complaining about poor service, Brant steps in a salvages the situation / reputation as best he can. PX looks good again , but overall nothing really changes. It won't be too long until another negative thread pops up.

Come on PX it's time to employ some competent staff in the customer service / fulfilment department. Staff that give a 5h1t about the service and reputation. There's only so much one man (Brant) can do.

Fix up PX.

[quote=bookwyse]Emails sent to the CEO are responded by customer services who are plain incompetent.
Ah, I think we are dealing with the same person then. As a person working on the customer facing side of the business, especially since this person will typically deal with exception cases, the person has to be the best in the team. And this person is not.