[Closed] Grrrrrr.... Planet X

It's a common flaw in personality-led businesses; the attitudes of the founders rubs off on the staff. I've worked in a couple of them and the hardest thing to turn around is that attitude and usually the first step is to get the founder to behave with the same ethos as we're aiming for or find the founder something to do which doesn't influence staff.

I was trying to steer clear of this thread a few days ago when I saw it but following my recent contact with On one I thought I would share...
I ordered a Parkwood with a couple of extras (short stem, flat pedals) on the 10th August.theI fancied dabbling with a 29er and the bike looks good and well specced for the price.
I chased up on one on the 19th on the phone, and was told it was odd, they would nudge the build department, and get a build date etc. I received another email saying I would get a date within 36 hours and the queue was 7-10 days.
13 days and no date, I am starting to think they don't want my money any more...?

[quote=Leigh2612 ]I was trying to steer clear of this thread a few days ago when I saw it but following my recent contact with On one I thought I would share...
I ordered a Parkwood with a couple of extras (short stem, flat pedals) on the 10th August.theI fancied dabbling with a 29er and the bike looks good and well specced for the price.
I chased up on one on the 19th on the phone, and was told it was odd, they would nudge the build department, and get a build date etc. I received another email saying I would get a date within 36 hours and the queue was 7-10 days.
13 days and no date, I am starting to think they don't want my money any more...?
But don't they already have your money?

The biggest mistake PX makes is allowing staff to post on forums. It's not the correct way to respond to customer problems.

In defence of S24565382 (and not P-X as a whole!) I ordered a jacket on Tuesday the 12th. No word. Messaged in this thread and S24757575 put the last jacket aside for me in store, created an order for me on his day off. I had to phone the store to pay for it on Thursday morning. After letting the phone ring out (15 mins!!) 3 times(!!) on speaker I got through. I asked to pay extra for express courier delivery but was told they'd do that on the house. It's not here on Sat. Boo hoo. 😥 But thanks anyway s2468755

The biggest mistake PX makes is allowing staff to post on forums. It's not the correct way to respond to customer problems.

One can post on a forum and not be obtuse, tho. I don't remember Brant pulling a dick move like sq. did in relation to flange's order. Plus you have several other business representatives on here that seem to be able cope ok.

The biggest mistake PX makes is allowing staff to post on forums. It's not the correct way to respond to customer problems.

I disagree. When staff genuinely care about their company, it's the right thing to do. Ian Hughes, ex-Scott UK head honcho (now running Storck in the UK), used to turn up to answer and follow up online. He was a great example. Brant would follow up, perhaps as he had to as no one else could be arsed. At least someone was trying to help.

SQ45iu4i5uy4i5uu88830o00002222 or whatever his name is is in the same boat. Clearly no one else there gives a flying monkey crap about the customers, but he/she does.

Use your LBS. Get to know real people. People who actually give a shit, not just some faceless asshat on the end of a phone line.,

scotroutes - Member

Leigh2612  » I was trying to steer clear of this thread a few days ago when I saw it but following my recent contact with On one I thought I would share...
I ordered a Parkwood with a couple of extras (short stem, flat pedals) on the 10th August.theI fancied dabbling with a 29er and the bike looks good and well specced for the price.
I chased up on one on the 19th on the phone, and was told it was odd, they would nudge the build department, and get a build date etc. I received another email saying I would get a date within 36 hours and the queue was 7-10 days.
13 days and no date, I am starting to think they don't want my money any more...?

But don't they already have your money?

scotroutes, good point. I might be asking for it back though like flange above...I'm hoping after the BH another phone call will give them a kick on and encourage them to make me a happy customer somehow...

Agreed with m360 sqwhatevernumber should have kept his nose well out of it,he's not a head bloke and reading in between the lines tried to smooth over an escalating situation which now has spiralled into an embarrassing pain in the arse that he' made much worse which have left most of us viewing Planet X as a firm who doesn't give a damn about costumer satisfaction and basically behaving in a crookish manner,don't think he will be posting on here from now on,well iff the guys at the top need an office to go to after the bank holiday then he won't be promising things Planet X obviously can't deliver,hope they sort it,like I said I won't be shopping at the moment ,only with suppliers who can deliver the right stuff at the right time.

I was chasing Planet X for an order. I got an email saying it was due to be dispatched. When I arrived home I noticed it had been delivered!

I don't think I can be bothered with them anymore

Jamie - as the above postings have proven though, people come here to get a response, and that's not a good business model for ANY business. Once you open the gate, that's how customers expect to communicate. If you don't open that gate, unhappy customers would be left with phoning and emailing (the correct way of dealing with an issue - by the customer and the business).

And I do seem to remember that Brant wound enough folk up in his time 😉 Posting on a forum can end in a no-win situation. I know for a fact I would be sacked if I posted lengthy "resolutions" on our company Facebook page, or in a web forum. If there was a complaint I'd message the customer, asking for their details, so that I could phone them to resolve the issue.

I've seen it time and time again, and that is the quickest and easiest way to resolve an issue. Putting discussions out in pubic, as has happened here (many, many times) is NOT good for business. Far too risky.

As a customer, I also would not use the forum for such communications. If a business replied to a thread for some reason (I wouldn't ask or expect them too), I'd just ask them to phone me to resolve the issue.

Example, as above. PX PM's customer, gets order number and phone number, calls them, resolves issue and perhaps gives a voucher as a goodwill gesture. Problem solved. It should never get as far as it has.

PS - if PX want's a customer care representative give me a shout. I can work a telephone.

flange, I was just asking you if you still wanted the item at all or not, as a goodwill gesture a discount after the fact can usually go some way to helping fix a late/lost order. Obviously not in your case as you've clearly stated since. I wasn't being sarky, just suggesting something that I hadn't seen mentioned previously as a possibility.

I'm not here to take the piss or be sarky, I'm trying to catch any visible fails that I might be able to do something about. I apologize for having offended you.

Nothing wrong with sorting out issues in this forum - it's a good way of sorting out problems which may have been missed in the normal channels. It may also promote a positive view of the company as one who is really keen to make all their customers 100% happy no matter what happens.

However, and this is a big one, you've got to do it right. No point in just saying "I'll look into it" then never sorting it, or promising things that you can't deliver. That person who comes on the forum needs to know the systems at work inside out and have the power to send stuff out, add bonuses for apologies, issue refund etc or else they just won't be able to help in any meaningful way and it'll make the situation even worse.

I agree rob, none of what you suggest is outside my reach. Mostly all it takes is to take another look at an issue that might have slipped off the radar.

I delivered a guy's bike down to him in Market Harbrough last Friday night because he had a race the next day and it was otherwise impossible to get it there. I'm serious about making a difference.

So, over a week since I first called asking for a refund and I've still not got my money back.

A call just now informed me that the refund was issued on Friday (that would have been following my third call asking for a refund, 6 in total) and that I shouldn't expect it until today/tomorrow. Thats nice after I rang up the previous Monday asking for one and was assured it would only take a couple of days.

Now I'm a reasonable man and try not to take out my frustrations on someone answering the phone when it can be a long list of people, any of which could be causing the bottle neck. However, 6 phonecalls about an order placed on the 6th August, with a refund asked for due to none delivery on the 18th (it was paid via paypal so not hard to reverse) and we're on the 26th and still no money????

Utterly shocking - blatently lied to twice and who knows whether I'll get my money this time.

So planet X/on One what are you going to do for me?

My order of the 14th SO0658823? is still not beiing shipped.

My framed that cracked was replaced quickly by you but then shipped to an old address where you where told of the new one and picked up from the new one. I now have in prime riding time no proper mountainbike and a frame 1000km away. SO0225086 your customer relations did say sorry but that doesn't cut it for me.

Still no money refunded. I've raised a dispute through paypal.

Bunch of complete crooks, a combination of the smugness on here and multiple phonecalls to them where I've been lied to means I won't EVER use them again and will make sure that I put anyone I know off using them.

For the record DON'T USE PLANET X!

[i]I've raised a dispute through paypal.[/i]

I'm surprised you waited so long, tbh.

Ordered a few bits and bobs from on-one, got the automated email, and a week later... Nothing

Last order I got from the a few months ago was wrong, so hassle of returning before they sent out what I ordered

long time on-one customer, but life's to short, and plenty of other retailers, so won't spend any more of my hard earned with em

I've just ordered some gloves and a chainstay protector, forgot about this thread... Lets hope I get the bits... although I'm not really bothered too much.

If I owned / managed any sort of business, or their customer service department, and I found out that anyone in the business was taking it upon themselves to communicate with customers on a web forum without me knowing, I'd be really upset with them (even if they were doing a 'good' job)

Businesses need clear guidelines and processes for dealing with customers. 'Well-meaning' staff can massively impact a businesses reputation.....

vdubber67 - Member

If I owned / managed any sort of business, or their customer service department, and I found out that anyone in the business was taking it upon themselves to communicate with customers on a web forum without me knowing, I'd be really upset with them (even if they were doing a 'good' job)

Businesses need clear guidelines and processes for dealing with customers. 'Well-meaning' staff can massively impact a businesses reputation.....

What makes you think PX-OO don't know he's communicating with the customers ?