How are PlanetX these days?
I’ve not ordered anything from them for a couple of years, but I ordered some forks when they had the voucher on Saturday, and since Monday it’s been stuck in a state of ‘Preparing to be shipped’. I can’t get an answer on the phone, no response to email, and no response from a Facebook message either (even though they continue to post themselves).
I can accept if they are tremendously busy, but at least tell me. I’m on the verge of cancelling all together and going elsewhere. There are other folks asking similar questions on FB.Posted 4 years agoJoeGSubscriber
I’ve placed 2 orders within the last month. The first one got screwed up a bit as an item that I ordered (it showed in stock online) was not on the shelf when they went to fill my order. They sent a very cryptic email about this; it was hard to figure out what the out of stock item was (headset spacer FFS!). Once I did, I got through on the phone and the order was ready to ship the same day. Email response didn’t come till after I’d fixed it by phone, but it did arrive eventually.
My second order shipped the same day that it was placed. I’m still waiting for it to arrive as TNT (NL Post) seem to send things to the US via a rowboat or maybe a sea turtle! 😆
On-One have said that they have a glitch in their inventory system in regards to store stock items. So they may have one in a store, but not in the warehouse. Phone is the best bet to resolve things with them IMO.Posted 4 years ago
As I said, if it’s just sheer volume causing delays, that’s fine, but how much effort does it take just to post something on FB/Twitter to say that orders are being delayed because of it.
My concern is that come Friday, I’ll get an email saying ‘Sorry, actually we are out of stock’.Posted 4 years agoNorthwindSubscriber
PX/On One have made my “never buy anything from these guys again” list along with Mark Anthony Bikes and Dave Hinde. Partly because the savings aren’t worth the potential problems that come with them, but mostly because I like giving my money to people who know the difference between truth and fiction.Posted 4 years agokelvinSubscriber
Placed an order in December that came in 2 days. Very swift..
People are SO 24 HOURS these days…
Also… “they were cheaper but don’t seem to offer the same service as someone more expensive” shouldn’t come as a big surprise. PX are cheaper for a reason. Suck it up and grab a bargain if you want, don’t expect them to have a customer service team to rival Rapha though.Posted 4 years ago
No responses to an email enquiry about my order. Status is still “Your order is ready to be shipped”. If it’s ready to go why would they not just get rid of it asap?
I would cancel and order from somewhere else but it would be double the price so I’ll suck it up for a few days. On top of the last 7 days.Posted 4 years agoOrangejohnSubscriber
I had the same kind of hassle as you.
Loads of emails, phone calls; told me my order had been shipped, then they refunded.
All this between 10th and 24th Dec with my wifes Chistmas present.
In my experience it either goes through quickly and efficiently or doesn’t.
The longer it goes on the less chance you have.
As a long term customer (8 years I guess) they have seriously weakened my confidence in them. I now hold the view that if I can buy elsewhere at a similar price I will.Posted 4 years agofederalskiMember
I had an issue with Planet X when I paid for a bike on the phone and my postcode was taken down wrong, the bike got sent to the other end of the country…
After reading all the stuff on here about them never answering the phones I expected a bit of slog to get it resolved.
I had to phone them 3 times, each time I phoned during the afternoon and was answered and talking to someone within seconds and my issue was resolved pretty well.
I do sometimes wonder if the folk who say they never answer the phones are emailing them only, for fear of….talking to someone. Or maybe I was just lucky.Posted 4 years agolightmanMember
It appears they employ at least one person who doesn’t have a clue about bikes!
“Planet X advised me that carbon frames cannot be repaired“Posted 4 years ago
It got kicked into life after I emailed the ceo email address, claiming it couldn’t be found in the warehouse. Mysteriously though since I cancelled, one has appeared in stock, so either someone else is risking the same disappointment, or they just decided they didn’t want to sell them to me. Anyhow, I’ll know for next time I need something.Posted 4 years agosolariderSubscriber
Good service as ever.
Ordered a pair of shoes in their sale on Sunday.
Arrived in Hong Kong on the Wednesday.
Similar experience in the past.
In my experience, in terms of time, Merlin are quickest, then Planet X, then CRC. Not much in it, but just an observation having spent far too much with all 3, so plenty of experience!Posted 4 years agospockMember
Ordered tuesday, called today after no response to an email, got through after 12 minutes and it’s still not left planet-x.
It only takes a bit of a notice on the site that orders aren’t leaving as quickly as they promise in the delivery section and it would be fair enough, but no contact two days after it should have arrived and it hasn’t even left their warehouse isn’t really fair. I understand that christmas can be mental for companies like planet-x but don’t advertise super fast delivery and the whole ‘order before 3pm shipped same day’ if you can’t provide it. An automatic email when i ordered to say they were running a bit behind would have saved me a lot of hassle and time and i would have understood, but don’t take my money if you know you can’t fulfil your side of the deal.Posted 4 years ago
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