[Closed] Grrrrrr.... Planet X

Seems like they are in a constant state of 'sorting out comms'

'picking issues in the warehouse' just sounds like a load of old bollocks to me.

According to the email I got yesterday, it's their new warehouse system at fault. Don't know if that includes "picking issues"...?

[i]Dear ,[/i] <--- nice personal touch there... 😆

[i]Thank you for choosing to order with Planet X, we really value your business.

We have recently invested in a fantastic new warehousing system to make ordering from us a much smoother and quicker service. As with most new systems, we?re experiencing a few teething problems which are affecting the release of our orders; meaning some despatches are being delayed. We are working hard to quickly resolve this and you will receive your despatch confirmation email along with your tracking number as soon as possible.[/i]

Annoying to some, maybe, but there are worse things happening in the world.

I got the above email as well, I ordered the flat bar road bike for my commute to work, I knew the blue was out of stock so wasn't expecting an email.

Worth a quick check of your property and maybe the surrounding streets

[URL= http://i219.photobucket.com/albums/cc310/jenga101/roof2_zps35dc654f.jp g" target="_blank">http://i219.photobucket.com/albums/cc310/jenga101/roof2_zps35dc654f.jp g"/> [/IMG][/URL]

Annoying to some, maybe, but there are worse things happening in the world.

Brilliant. You're completely right, I feel much better now you've put it in perspective.

Cloudnine - please tell me that's real!?!?!?!?!

Personally I wouldn't order anything from PX at the moment purely on the basis of all the negative threads we've had this year. (Unless there was a deal truly too stonking to miss; even then I wouldn't bother if I needed it any time soon).

Hopefully they will manage to sort themselves out.

I'm in exactly the same boat. Ordered a week ago, no communication from Planet-X other than a confirmation of order. They took the money pretty sharpish though.

I've spent most of my career working in logistics and a lot of that working in the IT side of things. It's great that businesses invest in new systems to improve their efficiency and service. It's utter pants when those businesses don't invest in business continuity or manage change effectively. That's when they develop reputations that are very hard to shake off.
I do hope Planet X get through it. They do seem to want to do the right thing.

Wordnumb - 100% genuine. They sent the delivery driver back with a ladder to get it down.

If I really wanted to go out at the weekend I'd just ask for a refund and go to the local LBS to get the parts.

They've been having back end IT / warehouse problems for around the last 8-12 months, so nothing new there!!! If you are willing to accept the lottery it seems to be when you order, then go for it. If not order from a company with a decent reputation, who actually know what is in their warehouse.

Always a gamble when you order online that things will go wrong and the order won't arrive. FWIW I've never had a problem with Planet X. If you need something asap you go to a bike shop and pay the price.

In a similar vein TooTall. I've been part of two distribution companies whose P.P.P resulted in redundancies because anarchic stock control led to the loss of massive orders and failure to satisfy the slightest increase in demand.

Somewhere, an inventory manager is wet with fear, probably every single morning 'cause it's all going to shit around them. Hopefully. Otherwise it's one of the sort that don't actually care about accuracy and ruin it for everyone.

It is sad that On One and Planet X have the problems ther are experiencing. If they don't sort out their act sharpish they will become the new Dave Hinde. 🙁

If they don't sort out their act sharpish they will become the new Dave Hinde

Whoooahhh there - I'm pretty sure they won't, unless they start being massively rude, arrogant and so on. They have a problem with their warehouse. Thats fine - sh1t happens. They didn't tell me about it - not so fine.

The parts I need are fairly niche and as such I'd have to order them in at the LBS which could take days. Therefore why pay a premium to an LBS that has to order them in, than go on line when at the time I thought I had ample time. Additionally, I don't have time to go to the LBS during the week so online sadly is the only way.

I ordered some Red Level Leg Warmers for the Mrs from PlanetX and it wasn't until a few weeks later she first used them and they wouldn't stay put, I thought she'd put a few pounds on but it's best left unmentioned then it dawned on me that they were actually arm warmers that they'd sent. Shipping was quick though!

I've also have the misfortune to have an order pending with Planet X. Mine recently changed its status from 'ready to pick' (or something like that) to 'in picking' which I'm guessing from this thread is something akin to 'in a black hole'

This is the first time I've ordered anything from them / on one for about 10 years ish, after they totally messed up an order for a set of wheels which wasn't sorted out for over a month.

There seams to be a lot of threads from the turn of the year around there sale time suggesting big problems, the bike radar thread even had some comment from somebody call Dave, who sounded like the owner trying to explain but nothing more recently.

The really worrying part is that my frame hasn't even made it into the hands of yodel yet, which was where I was expecting my problems to start.

I think the liking to Dave Hinde is about right.

Guys, apologies for this. One of the warehouse guys dumped all the quarantined orders into the system by mistake last Sunday. We are doing our best to separate those 'possible' orders from the 'impossible' ones, but it's a lot of bits.

Stick with us, there's a new system in place and it should run much smoother once this FU is cleaned up.

'impossible' ones

Have you considered not selling stuff you dont have?

That's the thing though - I don't think they know they haven't got it.

Planet X are what they are. They can often offer great value, and they know about and care about cycling as a sport. But in my experience they've always been a bit "Del Boy", especially for products other than bikes. I think they care a lot about sourcing, merchandising and product development (the fun stuff) but have never really cracked the retail experience.

I still use them, though. All bike shops have their foibles. Spa Cycles in Harrogate can be chaotic as hell, but they retain my loyalty because they have gone out of their way to help me on a number of occasions. Similarly Ribble.

Wiggle have set a new standard for slick service, and as they've grown and their buying power has increased, they've become better value too, with their DHB clothing range etc. However Planet X still has something that Wiggle doesn't have, though: a carbon bike with Ultegra for a grand. That's what PX are good at.

I own a PX bike and I'm very happy with it, but for clothing and accessories I'd use Wiggle.

Junkyard, by 'impossible' I just mean orders that currently contain out of stock items. RT-58 frames for example, they are due through in a day or two, there's probably 100 people waiting for builds of these into bikes.

We've consolidated warehousing into one facility this year, this involved checking out and back in again every single item in the warehouse. We've just implemented a new scan-per-pick system that means every part on an order is bar coded and tagged from the second it comes in the door until it goes out, it should eliminate miss-picks. Were it not for all those orders being mixed up on the system this week I think we'd be pretty well sorted out.

I have only ever had one issue with Planet X / On One in terms of not receiving an order. I stupidly ordered the last eight inner tubes that it said were in stock. To be honest, I doubt CRC have a good enough stockfile so that things as low ticket and numerous as inner tubes are exact, so I was not particularly concerned.

But the sheer weight of stuff I see on here makes me think they have serious problems. I don't know what the cause is but, surprise surprise, appointing some new top management with 'retail experience' doesn't seem to have fixed the problems. This was about a year ago, I seem to remember.

The thing I can't understand is this. Why can't they just shut the whole thing down for a weekend and do a full stock take, get their stockfile corrected, and re-open on a Monday in the knowledge that any further issues must be 'new' and then they could take the appropriate action quickly. If their stock system is shit, they may want to implement a new system at the time of the full stock count. You can still run two stock systems concurrently for a bit.

I have experience of FTSE 100 retail companies and their stockfiles. I just can't get my head around how massive companies can operate within 1-2% inaccuracies on stock, whilst a smaller company cannot get its act together. From the various threads on here it would seem that taking payment for items that the warehouse subsequently cannot find is at the root cause of a lot of their problems. I just cannot understand what would be wrong with a two day shut down, message on the site saying orders will take two days longer, and a full stocktake. I doubt they'd lose much business by being up front about it. Even the overtime wouldn't be that expensive(?)

So I can only assume the will isn't there to sort it out. It is a relatively cheap and easy thing to do. A lot cheaper than appointing new top management and losing loads of custom as a result of piss poor customer service.

I ordered a pair of gloves and received a pair of winter socks,same as you flange I spoke to someone who blamed the warehouse staff quite bluntly,then I was told to go onto the website to look at the return policy and then print off a postage label so I can send it back,can't be arsed sending it back really,they will probably get it wrong again or it will never arrive like so many people on here are complaining about,won't be shopping there again.

Danny, I suspect that we are actually closer to 1% than 2% as regards order errors, I can only base this on the couple of hundred that come to the store as click and collect each week.

In reality by far the largest number of errors fall into the 'specification' category where either customer or customer service adviser select a part based on the 'best information' at hand and it turns out to be incorrect either because it has been written up incorrectly, the customer doesn't know their arse from their elbow or both parties agreed just to try it out hoping it was the right bit.

Gloves instead of socks is inexcusable, even a monkey knows the difference.

Sending stuff back to planet x/ on one is pretty easy given you can do it free via collect+

In my personal experience Planet X / on one of old were a shower of incompetent idiots. It seems not much has changed.

sq225917 I was largely being sarcastic.

i think we all know what we get with Planet X on one which is , IMHO, cheap for a reason.
Dont get me wrong i use you and will again but I would expect erratic service as part of the deal

sq225917 - Member
Danny, I suspect that we are actually closer to 1% than 2% as regards order errors, I can only base this on the couple of hundred that come to the store as click and collect each week.

In reality by far the largest number of errors fall into the 'specification' category where either customer or customer service adviser select a part based on the 'best information' at hand and it turns out to be incorrect either because it has been written up incorrectly, the customer doesn't know their arse from their elbow or both parties agreed just to try it out hoping it was the right bit.

Gloves instead of socks is inexcusable, even a monkey knows the difference.

POSTED 22 MINUTES AGO # REPORT-POST

It's nice to get a reply from the horse's mouth so to speak. If it's not commercially sensitive information, when did you guys last do a full stocktake and what was the error % you found (in units not value)?

The fact that you seem to be quite focused on order errors, where there was a cock up on ordering an item that was correctly showing as 'in stock', might mean you are concerned about something too far up the chain. Most of the guys I know who have had issues with Planet X will have known exactly what they were after, used your site and no personal communication would have been involved.

You can implement all the flashiest systems and processes you like, but if you don't know what stock you have to start with, you will obviously be chasing your tails for a long time. With really good procedures, corrupt stockfiles can sort themselves out. For example, if enough people order 'in stock' items that then aren't really there on picking, then your pickers should record 'no stock' and the file gets corrected. But each one of these is a pissed off customer!

There is only one way to really know............

What used to happen at a major retailer I worked for was:

Pickers bonuses and targeted on speed. Pickers quickly worked out that if they 'no stocked' items that were in a location a long way away, they would be able to work quicker and be paid more. Of course this ****ed the stockfile, so we then had to start recording the number of 'no stocks' each picker made that subsequently turned out to be false. This is just one of the things that 'went on'.

I'm not saying you are not trying or your workers are frigging the system, but something is up and if the root cause is a corrupt stockfile, there is only one way you can fix it.

I do hope you turn it around because you guys were a pleasure to deal with when yodel damaged my frame in transit. I did decide to drive up to Rotherham to avoid the 'post back to us' thing, but I was back on my way within half an hour and managed to finish my bike build that day. I managed to make the pre-arranged ride the next day as a a result, so I was sorted!

Sq225917 it was socks instead of gloves not gloves instead of socks......

Sq225917 it was socks instead of gloves not gloves instead of socks......

Evidently, gloves and socks are interchangeable terms at PX HQ 8)

The Flying Ox - Member

According to the email I got yesterday, it's their new warehouse system at fault.

And it's so troublesome, that the shockwaves travelled back in time and caused them to have the exact same issues for the last several years 😆

And it's so troublesome, that the shockwaves travelled back in time and caused them to have the exact same issues for the last several years

Which makes one suspect that the root cause of the problem has not been addressed. Junk in, junk out.

[quote=Jamie said]Sq225917 it was socks instead of gloves not gloves instead of socks......
Evidently, gloves and socks are interchangeable terms at PX HQ

Sock it to them Jamie

You glove it!

Danny, As I said I doubt if there's any incorrect 'locations' left in the warehouse that cause picking issues, and bonus culture certainly isn't queering the pitch. It's a new warehouse, last couple of months, so everything has been out and back in and no doubt a new audit was done, or is in process, since the switch to the new barcode system as opposed to the previous 'pick and tick'.

There should be some daylight appearing soon, then!

Hope so, because your prices are competitive and I really like the styling on a lot of your clothing.

Best of luck.

sq225917, I ordered a jacket on the evening of the 12th order: SO0657507 not heard a peep since. Is that normal? I appreciate weekend etc.

I ordered a jacket and hat from on one last autumn and they both arrived no hassle and pretty speedily.

Ordered and paid on the 6th of August, nothing yet apart from my phonecall to you where you said you have no idea when I'll recieve the goods.

I'll be ringing today for a refund and I won't be shopping with you again. As per my original post and point, the issue here isn't you having warehouse difficulties - everyone has problems and stuff gets delayed. Its the complete lack of comms about what's going on. Two weekends missed now and still no word on when I'm getting my stuff...

I may be stupid, but I've placed an order with On-One / Planet X today(!)

Let's see if this goes smoothly - I really do like the duck egg blue cardies...........

I really do like the duck egg blue cardies

I hope for your sake that Jim doesn't see this comment.

In reality by far the largest number of errors fall into the 'specification' category where either customer or customer service adviser select a part based on the 'best information' at hand and it turns out to be incorrect either because it has been written up incorrectly, the customer doesn't know their arse from their elbow or both parties agreed just to try it out hoping it was the right bit.

Y'know, I just don't see this.

"Customer doesn't know arse from elbow", "both parties agreed to try it". Of the problems that appear on internet forums, it's not those reasons are all; it's just that people have ordered stuff and PX haven't sent it.

But the "customer doesn't know arse from elbow" defence perhaps is indicative of a culture at PX that prevents them from ever really getting to grips with their "customer experience" problems.

A culture of "customer is king", rather than "we've had a problem in the warehouse so you'll get it when you get it" would be a big help.

HAHA, Jim *has* see this comment Danny. You like the blue duck-egg cardies because you're a pre-vert

Y'know, I just don't see this.

"Customer doesn't know arse from elbow", "both parties agreed to try it". Of the problems that appear on internet forums, it's not those reasons are all; it's just that people have ordered stuff and PX haven't sent it.

But the "customer doesn't know arse from elbow" defence perhaps is indicative of a culture at PX that prevents them from ever really getting to grips with their "customer experience" problems.

A culture of "customer is king", rather than "we've had a problem in the warehouse so you'll get it when you get it" would be a big help.

Which is what I was getting at on page 1 - the majority of people I know who have had problems with PX and a the majority of 'venting' threads on here are not to do with "I was a bit vague with my order and the lack of clairvoyance on behalf of PX did not make up for that".

They are of the type "I ordered this specific item, which showed as being in stock. It didn't arrive when expected, and there was no communication from PX. I had to contact them. Then a myriad of problems/issues ensued".

Still, I hope I get my duck egg blue cardie - it is so 'me'.

So, rang up for refund at midday. Lad on the phone great and very understanding.

Still no refund as of 9.31pm. No email telling me I'll be getting a refund either.

Planet X are great.....

Oli, it shows as 'in picking' on the system, I'll investigate tomorrow.

Oli, it shows as 'in picking' on the system, I'll investigate tomorrow.

It's all par for the course isn't it?

Recently CRC have not managed to get an order out to me within a week, I've given up on on-one for various reasons, another bike shop obviously didn't want my business (payment up front for out of stock items through an insecure site, anyone?) and was rude enough for me to pay more money somewhere else, and another bike shop told me my wheels would be here last monday - they're still not.

I like to get anything I can these days from Merlin or Superstar, they're just about reliable & deliver quickly.

Although Superstar have sent me self destructing brake pads and Merlin sent me a set of friday afternoon forks last week that had been assembled so you couldn't turn the adjuster properly, so it's all crap really.

Edit: apologies for the lack of random capitals, correct spelling and vague coherence - rant score 1/10!

Sq225917 - I have emailed Planet X his morning asking for my order to be shipped by the end of play tomorrow or else i will cancel the order. I ordered on the 11th. Can you ensure the order is shipped in time please? The order number is SO0656295.

Thanks

[i]I've spent most of my career working in logistics and a lot of that working in the IT side of things. It's great that businesses invest in new systems to improve their efficiency and service. It's utter pants when those businesses don't invest in business continuity or manage change effectively. That's when they develop reputations that are very hard to shake off.
I do hope Planet X get through it. They do seem to want to do the right thing. [/i]

This, although sometimes these things really fail; see No 1.

Oli, it shows as 'in picking' on the system, I'll investigate tomorrow

Thanks

My PX order from the 12th Aug has just arrived at home apparently, its the first time a Yodel driver has managed to find my house 🙂

its the first time a Yodel driver has managed to find my house

He'll have taken a couple of extra precautions, though.

a) Hidden it somewhere obscure (although you may be alright if he has handed it over to someone).

b) Used the parcel for a bit of keepy-uppy before handing it over - just to ensure a bit of damage

Yodel really are the pits.

Olly, I'm not sure why we haven't contacted you, the jacket is showing as out of stock everywhere except in the Sheffield showroom. We have one here, I've put it to one side for you. I need to transfer it to the warehouse, assigned to your order, and it will go out to you tomorrow. Sorry for the delay

Simon

It's all par for the course isn't it?

Recently CRC have not managed to get an order out to me within a week, I've given up on on-one for various reasons, another bike shop obviously didn't want my business (payment up front for out of stock items through an insecure site, anyone?) and was rude enough for me to pay more money somewhere else, and another bike shop told me my wheels would be here last monday - they're still not.

I like to get anything I can these days from Merlin or Superstar, they're just about reliable & deliver quickly.

Although Superstar have sent me self destructing brake pads and Merlin sent me a set of friday afternoon forks last week that had been assembled so you couldn't turn the adjuster properly, so it's all crap really.

Edit: apologies for the lack of random capitals, correct spelling and vague coherence - rant score 1/10!

....... That's exactly the problem isn't it. Shouldn't have these issues with a decent lbs and if you did you could call in to the shop but the lbs can't compete on price so the cycle continues, round and round.

Danny, I agree, the majority of complaints on singletrack are from people who get the wrong item, or who don't get an item at all. I haven't done an accurate historical search but I'm guessing the number of STW complaints is actually very small, Way less than 1 per day, which in itself would only equate to 0.1% of daily transactions.

The thing is these customers don't just make one post, they make many, and people cross post on these threads dredging up the same points multiple times on different threads. So the picture appears worse than it is. It would be great if there were none of course.

Edward you have mail.

Amazingly despite calling yesterday lunch time and being promised a refund I've had nothing.

So, no goods, no email and then no refund. Thoroughly pissed off now, ranty phone call tomorrow then...

Ordered stuff Sunday, arrived today. Service usually pretty good for me.

Planet X box arrived at work today. Tyre in there as expected. No kittens died.

thank you 🙂

Flange, I can see your order is ready to ship, do you want to cancel it still? Might be worthwhile speaking to customer services and seeing what they are prepared to do to make it right? Shouting might make you feel better but it's unlikely to get you your stuff and an apology credit note.

Think big picture 😉

Right, PX, here's my experience and view on what's going wrong with the issues raised on STW.

Olly, I'm not sure why we haven't contacted you, the jacket is showing as out of stock everywhere except in the Sheffield showroom. We have one here, [b]I've put it to one side for you. I need to transfer it to the warehouse, assigned to your order, and it will go out to you tomorrow[/b]. Sorry for the delay
Simon

Firstly, don't do this. [b]Own the problem[/b] - you have the jacket in your hand, package it and post it out yourself with a letter apologising. The short time it will take to do this will be paid back many times over because many people will read these threads and see a very positive outcome. Don't say you can't do this as "it has to go through the warehouse", that's putting your systems ahead of the customer and giving them another excuse. The customer doesn't care about what your systems are, they just want what they paid for.

Flange, I can see your order is ready to ship, do you want to cancel it still? Might be worthwhile speaking to customer services and seeing what they are prepared to do to make it right? Shouting might make you feel better but it's unlikely to get you your stuff and an apology credit note.

So you are threatening not to do the right thing if this person has a rant at you? Bad move. In retail you get people shouting at you, it happens. People have all sorts of temperaments and some can get shouty. You just deal with it and treat them the same way. If someone is especially nice and helpful and patient with an issue you may want to find some way to reward them above and beyond what you should do, but your veiled threat in the above paragraph, on a public website, is extraordinarily daft.

Danny, I agree, the majority of complaints on singletrack are from people who get the wrong item, or who don't get an item at all. I haven't done an accurate historical search but I'm guessing the number of STW complaints is actually very small, Way less than 1 per day, which in itself would only equate to 0.1% of daily transactions.

The thing is these customers don't just make one post, they make many, and people cross post on these threads dredging up the same points multiple times on different threads. So the picture appears worse than it is. It would be great if there were none of course.

Unfortunately that 0.1% of transactions are losing you 100's of extra transactions. You don't know that, because there isn't an easy way to measure something that isn't there. But these threads will be on the internet for a very long time. Try Googling "Planet X problem", something a lot of people do, and you'll see the extent of the problem you have from those minority of issues.

You need to get someone on these issues full time, sorting out each problem quickly and efficiently. A log should be made of all these problems and have regular meetings with the right people in the organisation who can change things to make sure they reduce FAST.

I'll leave it at that - just so you know I have 14 years retail management experience in companies whose success was based on great customer service. So been there, done that, many thousands of times!

Bought a Pompetamine frame from Planet-x through ebay. Received a Guerciotti cross frame and forks with the order details for some guy in Poland. Ebay dispute raised 🙁

Flange, I can see your order is ready to ship, do you want to cancel it still? Might be worthwhile speaking to customer services and seeing what they are prepared to do to make it right? Shouting might make you feel better but it's unlikely to get you your stuff and an apology credit note.

Think big picture 😉

Well, that's a different way to do it.

[quote=Jamie ]

Flange, I can see your order is ready to ship, do you want to cancel it still? Might be worthwhile speaking to customer services and seeing what they are prepared to do to make it right? Shouting might make you feel better but it's unlikely to get you your stuff and an apology credit note.
Think big picture

Don't say you can't do this as "it has to go through the warehouse", that's putting your systems ahead of the customer and giving them another excuse.

Then someone else can order one online, that shows as in stock, but then for some unknown reason it isn't there in stock and the frustrated (attempted) purchaser can come on here and moan about how crap their stock control / monitoring is..

Well, most recent order arrived on-time, correct address within two working days - so my own personal experience of PX is still very good overall................

Hopefully they have turned a corner.

Just to add my recent experiences:
Order 2 - turned up with Royal Mail in a couple of days. Didn't like it so I returned it - refund processed quickly. No problems.
Order 1 - placed before order 2 but didn't show up.
Supposed to be sent with RM, but I get a Yodel card (with tracking starting at Sheffield). I ask PX if maybe they've sent it with Yodel by mistake? No, no, it was sent with RM - sorry it's taken a while, but it's not "lost" until 15 working days, so please wait another two weeks before getting back in touch. I try to arrange collection from Yodel, but it has been returned to sender instead of holding at the depot for 7 days. Don't know why, maybe PX asked for it back?

Few days later,
PX: Hi [wrong name] your order has been returned to us. Please confirm your address - if there was a problem your end we might charge you to send the order out again.
Me: That's not my name, but yes, that's the correct address. I put it to you again that it was returned because you sent it with Yodel. Please send it with RM like you were supposed to.
PX: Hi [different wrong name] the box might be too big to go with RM, but I'll put a note on it for the warehouse.
Me: That's not my name either. I guess this [lack of] attention to detail is why you sent it with Yodel? Please send with RM.
PX: It was sent with Yodel due to the size of the box. (At last they're admitting they used the wrong courier -progress of sorts! Bear in mind this is just a tyre and a hoody, so it shouldn't be a very big package.)
Still waiting for it.

I really want to like PX, but they're a bit too "we're so Yorkshire and no-nonsense" for their own good sometimes. They're just inconsistent because sometimes they process an order just fine, sometimes they're really helpful, but other times they couldn't care less.

Flange, I can see your order is ready to ship, do you want to cancel it still? Might be worthwhile speaking to customer services and seeing what they are prepared to do to make it right? Shouting might make you feel better but it's unlikely to get you your stuff and an apology credit note.

Think big picture

You're having a ****ing laugh right? I've called THREE times now to cancel the order and chase my refund. I was also told by the bloke on the phone that it had definitely been cancelled. If you'd bothered to read the thread, you'd see this.

You can shove your sarky comment about thinking big picture. I don't want a friggin credit note or 'my goods' which I've cancelled. I want my money back.

Reading the last few paragraphs of the Planet-X story in Rouleur last night highlighted why a lot of these issues might be happening.

My synopsis;

1) lots of new senior staff brought in (including from CRC) who have experience of creating a scaleable business of this type.

2) New warehouses, systems introduced, staff numbers increased (CS go from 3 to 23, for example)

3) Intention being once all this change has happened the business will be sold to an MBO/VC grouping.

4) 3/4 of the way through the change existing owner decides he's not going through with the sale

5) large number of senior managers leave.

6) systems not fully in place, bit of a loss of direction as hiatus settles down.

7) customers get to see the results of internal issues.

I suspect in a few months time it'll all settle down again...

I'm sure Brant is reading this thread with a huge grin on his face thinking thank god I'm no longer with these shower of bloody idiots.
Good luck s646645786467436635 or whatever your name is.
I'll give you a month before you resign.

Reading the last few paragraphs of the Planet-X story in Rouleur last night highlighted why a lot of these issues might be happening.

My synopsis;

1) lots of new senior staff brought in (including from CRC) who have experience of creating a scaleable business of this type.

2) New warehouses, systems introduced, staff numbers increased (CS go from 3 to 23, for example)

3) Intention being once all this change has happened the business will be sold to an MBO/VC grouping.

4) 3/4 of the way through the change existing owner decides he's not going through with the sale

5) large number of senior managers leave.

6) systems not fully in place, bit of a loss of direction as hiatus settles down.

7) customers get to see the results of internal issues.

I suspect in a few months time it'll all settle down again...

You won't get anywhere on here with common sense like that, you know..........

Could be worse Flange, you could be dealing with Dave Hinde.... 😆 😆 😆

Hope its sorted soon buddy.

flange - Member

Flange, I can see your order is ready to ship, do you want to cancel it still? Might be worthwhile speaking to customer services and seeing what they are prepared to do to make it right? Shouting might make you feel better but it's unlikely to get you your stuff and an apology credit note.
Think big picture

You're having a ****ing laugh right? I've called THREE times now to cancel the order and chase my refund. I was also told by the bloke on the phone that it had definitely been cancelled. If you'd bothered to read the thread, you'd see this.

You can shove your sarky comment about thinking big picture. I don't want a friggin credit note or 'my goods' which I've cancelled. I want my money back.

Any chance you can patch us all in on the next phone call to PX?

Any chance you can patch us all in on the next phone call to PX?

These threads just get better and better!

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Reading the last few paragraphs of the Planet-X story in Rouleur last night highlighted why a lot of these issues might be happening.

My synopsis;

1) lots of new senior staff brought in (including from CRC) who have experience of creating a scaleable business of this type.

2) New warehouses, systems introduced, staff numbers increased (CS go from 3 to 23, for example)

3) Intention being once all this change has happened the business will be sold to an MBO/VC grouping.

4) 3/4 of the way through the change existing owner decides he's not going through with the sale

5) large number of senior managers leave.

6) systems not fully in place, bit of a loss of direction as hiatus settles down.

7) customers get to see the results of internal issues.

I suspect in a few months time it'll all settle down again...

Good bit of analysis there, and I don't doubt there's some truth in it. But the fact is, Planet X have always been a bit "arsey" with their customers, a bit like SQ12345667985433 is being on here. Defensive, denialist, smart-arsed, process-[not result]focused.

About a decade ago, I had a minor run-in with Dave Loughran the owner, whilst attempting to give him several thousand pounds of my money. He was chippy, bad-tempered and difficult. Brant Richards (who lives locally to me) said "yep - some people just can't deal with us".

This attitude has always seemed to filter down at Planet X, and it comes out on the phones and in the warehouse. There is one CS call handler in particular (I will not name him here) who should be getting the sack for his appalling attitude towards customers. But he's probably learned that attitude from the boss.

The funny thing is, apart from that run-in with the boss ten years ago, I've never had any problem with my [occasional] PX orders, and I am a happy rider of a PX bike!