Last Sunday ordered a top and bag for a trip abroad next Wednesday. All of the items were in stock so I thought they would be here in plenty of time before I left. Got email saying that one of the items was out of stock and would be despatched soon, no problem I thought still over a week and a half before I leave. Its now a week later and after I sent an email to see what was going on, they now tell me I have got no chance of getting the order before i leave. Brilliant!!!!!!!!

Bloke leaves ordering stuff from mail order company too late and slags them off on the internet shocker. Chances aree their web pages may have been out of date on a sunday.

To be fair if you need stuff that desperately why don't you by them locally over the counter? Support your LBS!

BE serious Kona-Ona. Thats not an acceptable turnaround for a big mail order company to be posting stuff. I hate all you chumps on here who take so much pride in playing devil's advocate.

Rubbish service.

I knew I would get that response from someone. Are you really telling me that ordering something over a week and a half before you need it is late. And I have been suporting my local bike shop for over 20 years but as they dont sell what I ordered its a bit difficult to use them.

just man up and deal with it.

The only point that may have caused a better ending I can see, is that if when told the item was out of stock and 'would be despatched soon', would be to have found out exactly how soon.

That's the only bit you yourself could have done better in my opinion. Other than that, Week and a half does seem plenty of time ahead for ordering so not brilliant from the online company.

I ordered a top from the On-One sale. I didn't need it until winter but it turned up within 2 days. Chances.

It's not hard to have accurate stock figures on your website really, is it? You should have a pretty decent idea of how much stock you have, and what orders you have taken. Not a difficult thing for a computer to work out.

I've found On-one to be a bit variable lately, some stuff arriving very quickly, and other stuff being slower. I've no worries about using them in the way that there are with some firms, but I'm no longer keen on ordering anything I need quickly.

It's not hard to have accurate stock figures on your website really, is it? You should have a pretty decent idea of how much stock you have, and what orders you have taken. Not a difficult thing for a computer to work out.

+1

not being able to deliver within 10days is unacceptable for an online retailer,most online purchases are here within a couple of days 1 week maximum agree with Tron not difficult these days to keep up to speed with your stock holding …unless there was a rush on tops and bags that weekend 😉

the planet-x one has live stock figures, ive just ordered something and the amount in stock reduced by one

+1 op 😕

Last week I ordered a seatpost at 14:40. Through my letterbox the next morning. I guess it depends on the item

I think it must be me as this is the second time in a month i have had problems. The last time I ordered a top and payed via pay pal. At the end of the process the system said there had been a problem and the item had not been ordered. As requested I went back through the process again and this time it was accepted. When I looked in my pay pal account guess what two tops had been ordered. I emailed planet x straight away so as to stop the order ASAP. They came straight back and said it had been passed to sales and would be sorted no problem. Two days later got an email saying the top had been sent and if i didn't want it then send it back at my cost. Not sure if i will use them again after the latest probles.

I've never had a problem with On-One delivery.

To be fair, remember when mail order meant unto 28 days? We've got used to being spoilt with fast turn around that we come to expect it. computers fail, people don't get work done and sometimes the people who work for bike shops go riding! Its not ideal but tops and bags can be bought anywhere. To steal an old shop mantra, Cheap/fast/quality pick two.

Shop elsewhere. A week is silly in internet retailer-terms.

Thats their specialism after all and part of their USP is price and speed of delivery.

To be fair, remember when mail order meant unto 28 days?

So? An order from SJS recently had problems, and they only just stopped short of sending their prettiest employees up to compensate me for my inconvenience. On-one are behind that at the moment – I don't think they're not trying, I just get the feeling that they're incredibly busy.

When the industry standard is what it is, you can't start banging on about the time you ordered a Princess Di plate from Franklin Mint and it took ages to come despite the P&P charges.

It's poor service, I agree. But if you needed the stuff by a date grabbing it in a shop would guarantee to avoid any potential problems.

As a counter to your experince I've used On-One many times and never had any problems. Just good deals and prompt delivery.

Wold it be best to order one itemat once? ie 5 items 5 orders?

Try being the states most stuff takes 7 + days and you have to pay for postage etc

I think that 5-7 working days should be sufficient and if not, good communication to keep the customer informed.

Ordered A P7 LED light, turned up next day,

Always had good service from Onone, including three bikes.

But as with all companies, level of service will vary from time to time.

In my experience they are either one extreme or the other.

Plenty of stuff turns up within 48 hours, but the odd order gets properly cocked up, usually if the stock levels on their computer don't tally with what they have on the shelf.

An in-stock jersey I ordered last week went suddenly from "awaiting dispatch" to "on back order" and it was only when I called to swap it that things got moving again.

Their prices aren't to be sniffed at though 🙂

I looked on the planet-X website saw what i wanted then went to the shop and picked it up….simple

I've just got my Nanolight HiMod in the post and it looks stunning. Shame about the fact that it didn't come with any wheels thanks to a snarl up with the distributor for Shimano. Couldn't wait to get my hands on it though so will be running it with a set of Xero XR1 Lites until the 7850cl delivery comes in. Customer service has mostly been okay, though they did fail to mention the delay in the wheel shipment so I would have been waiting for another couple of weeks at least if I hadn't rung them up to chivvy them along.

I've always had fast delivery from them. Did once get charged postage for a "postage free" ebay item from priceshagger though. Oddly my emails on that subject were never answered either via ebay or direct from o-o/p-x

On One managed a first for me today: ordered two of their marino tops yesterday morning and received them today. Usual thing is that I can't ever remember a parcel from an internet purchase being delivered to me on a Saturday.

Oh, and they're superb tops by the way!

I looked on the planet-X website saw what i wanted then went to the shop and picked it up….simple

I looked on the Planet-X website, saw what I wanted then drove to the city, caught a plane to the UK, took a taxi to the shop and picked it up….simple. 🙄

Well worth the extra cost and loss of time too!

Planet X seem to be a bit jekyll and hyde with there deliveries.

I’ve had plenty of stuff turn up next day, but also had items that were ordered when they were clearly in stock on the website get as far as “dispatched” on their system before suddenly changing to “awaiting stock” a few days later and then nothing turn up.

I look at them like a well meaning friend who I wouldn’t rely on in a crisis. 😳

I’ve had mixed experiences with them. Ordered some brakes at a good discount – website showed in stock etc. Got email saying they’ve been despatched, waited about 10 days and nothing. Rang them to be told that they haven’t had them in a while and it was their fault for not updating website. I then tried to get £5 knocked off a different set, which would’ve made them same price (as a gesture of goodwill for inconveniance) and was told point blank no, and they’d refund me. The refund took another 2 weeks to show up on my card. Not impressed.

In contrast, I ordered some bars and hubs and they arrived within 3 days (wrapped up by the YTS kid I think). Bit hit and miss really.