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 🙂