[Closed] Planet X - Top Class Customer Service Again - Not!

Please forward me the mail you sent to the CEO. To my account. In my profile.
Is this an RT57 frame? What size and colour do you need?

I'm sorry you have had this service level from us, and you are quite right - warehouse move etc is not your concern. Let me see if I can find a way through this mess.

No it was the last Large Firenze!
I have forwarded the emails.
Thanks for the reply!

brant - Member
Please forward me the mail you sent to the CEO. To my account. In my profile.
Is this an RT57 frame? What size and colour do you need?

I'm sorry you have had this service level from us, and you are quite right - warehouse move etc is not your concern. Let me see if I can find a way through this mess.

While you are at it can you design and order some 42t and 40t cassette rings....

While you are at it can you design and order some 42t and 40t cassette rings....

they are in progress, but I want to see what I can do for a current customer first...

A huge thank you to Brant from myself and my wife, he has gone well over and above to sort this out!

Im still waiting on a reply to my email about sending me the wrong part twice now, no point in sending it back until I know they are going to send out the correct part...I wasnt too bothered about the first time but pretty peeved they sent the same wrong part back to me :/

Time to start cloning Brant.

Nice job Brant, every little helps.

I have had the ceo email also.As I was off work this week I ordered some wheels on monday and expected them by end of the week so I could ride them thurs\ fri. But no dispatch email. I emailed Wednesday only to be told by the CEO that they will be sent by friday as they were busy. So my riding was not going to happen. I recived an email today (Saturday) saying it will be collected by courier monday for delivery Tuesday. But I'm back to work next week so there will be no one in to sign for the wheels. I cannot get them sent to work as I commute in on bike. So a wasted week and unsatisfactory service and now even longer to wait as courier will have to be rearranged.

I have had the ceo email also.As I was off work this week I ordered some wheels on monday and expected them by end of the week so I could ride them thurs\ fri. But no dispatch email. I emailed Wednesday only to be told by the CEO that they will be sent by friday as they were busy. So my riding was not going to happen. I recived an email today (Saturday) saying it will be collected by courier monday for delivery Tuesday. But I'm back to work next week so there will be no one in to sign for the wheels. I cannot get them sent to work as I commute in on bike. So a wasted week and unsatisfactory service and now even longer to wait as courier will have to be rearranged.

Where do you live?

I'll see what we can do.

Planet X foul up, sort it out and come up smelling of roses

Again

I ordered some parts inc. some XT pedals .. waited patiently as had received a few update emails regarding volume of orders due to the sale pricing .. mailed customer services Friday to be told they couldn't find my pedals .. the website states there are 4 pairs in stock though they are now more expensive 🙁

Is it a common occurrence at Planet X that things 'Can't be found' ? ..maybe some staff training is needed in checking down the backs of sofas and remembering the last place you had them.

[quote=paul78 ]Is it a common occurrence at Planet X that things 'Can't be found' ?
New to this place then?

My last 3 orders have included 1 or more things that turned out not to be in stock

Good work brant, great service

I have just ordered a load of stuff from superstar that I could have ordered from on one simply because I don't trust them to send it in decent time.

It's sad and totally unacceptable that people have to rely on a bloke on a forum to put right the ongoing wrongs of an online retail business.

No way to carry on I'm afraid

Hi Brant
Just outside cambridge
Will pm you

Must be a run of these, bought a load of stuff in the sale, xt shifter ended up being i spec dispite image showing bar mount, little boys fashing skull light only has one flashing eye.

I've managed to make a mount for the shifter and i'hunt the soldering iron out to fix the light. A lot of hassel for "bargings".

Have email/ contacted via the site and no rssponse so there must be a back log of order enquiries.

A save after the fact isn't great service. Getting it right in the first place is great service, but that doesn't lead to threads about service.

I emailed them on the 11th Feb to ask about a bulk buy of El Guapo frames. Got an automated reply but nothing else. Still, can't say that YT Industries did any better when I contacted them either.
Pleased to say others did reply and one now has my business.

Ive just this minute wrapped the wrong part they sent me for a second time to send back in the morning, including a photo and part code of the part I should be getting, still not received a reply from my email even though I have a "ticket ID" and someone will contact you shortly....5 days ago 😕

ive bought stuff from planet x about 20 times. Never had an issue

just for balance like....

ive bought stuff from planet x about 20 times. Never had an issue

just for balance like....

Ive bought stuff for years, not really the point 😉

Must be a run of these, bought a load of stuff in the sale, xt shifter ended up being i spec despite image showing bar mount

Fair enough got a refund and ordered one from Tweeks instead, but On-ones website is still showing the wrong pic and description if they only have I spec versions available.

re - balance, had some great service from them on everything i have ordered.

If I order a cassette I expect it to be despatches quickly however a frame? Take a chill pill OP. It shouldnt make you 'angry'.

I ve placed three orders in the last 3 weeks including a frame which was in there other warehouse. I was told. Everything came super quickly and correct. Unlike when I ordered from jejames and it took a week!

Everyone can have a bad day

I have had good service before don't get me wrong but its the communication that's the worst. I understand dispatch times can be slow sometimes but when emails aren't replied to and I've taken time off work to allow for delivery (as I can't take delivery at work) I understandably am a bit cheesed off. I will now miss the courier delivery as no one is available to sign and will have to reschedule wasting even more time .... not happy !!!

I've ordered loads of stuff from them over the last few years and honestly never had an issue .. They must be sending out vast amounts of stuff daily so chance of few things going amiss must happen ...

Did phone them before looking for a price on groupset and answered promptly..

Humans make mistakes sometimes ❗

Brant- is the RT57 out of stock till June???

I had my first road ride yesterday (33miles) and had popped into one of your stores to try one out - before I made the plunge and bought the complete RT57 but its out of stock now until June? 🙁

I'm still waiting for an order I placed last Monday, several emails apologising for the delay at the beginning of the week and then nothing.
I emailed the CEO to request the order was either dispatched or cancelled but the address is returning an undeliverable message which says the address isn't being monitored.
Why give a direct email address then cancel it a week later.

Brant- is the RT57 out of stock till June???
I had my first road ride yesterday (33miles) and had popped into one of your stores to try one out - before I made the plunge and bought the complete RT57 but its out of stock now until June?

It is. Sorry.

I'm still waiting for an order I placed last Monday, several emails apologising for the delay at the beginning of the week and then nothing.
I emailed the CEO to request the order was either dispatched or cancelled but the address is returning an undeliverable message which says the address isn't being monitored.
Why give a direct email address then cancel it a week later.

Which address is bouncing ? Please forward bounces to me. Email in profile.

earlanderson - Member
Hi Brant
Just outside cambridge
Will pm you
POSTED 2 DAYS AGO # REPORT-POST

I have badly dropped this ball. Hoped it might be local to someone we know. But Cambridge isn't.
I shall continue by email.

Has Planet X just grown too quick and not changed internally to keep up with it's own success? Seems like anything beyond the absolute basics turns into a world of pain.

^ this.

Ordered 2 rims for a wheelbuild, pic shows latest model. Took delivery of two NOS rims by that manufacturer. One with brake wear line, one without. Different decals. One is 622-13 one 622-14 (very slight difference).

Not quite the aesthetic vision I had in mind when planning this build.

Result, faff to sort different rims, grumbles on web forums and a decision not to use px again until memory fades.

The problem I have found, is if you assume the web descriptions may be wrong/incomplete, so contact them to double check before ordering. You are then usually stuck waiting 5+ days to get a reply.

So you either a) order and hope everything is correct, or b) try to verify and wait an unknown time to find out if everything is as it should be.

I usually c) and order elsewhere.

For the record, I was after a BB, which usually ships with a an adapter tool needed to fit, so wanted to double check it came with it. A week later I was told it didn't, which would have been a pain if I had gone ahead and ordered.

Just received the replacement package following the first delivery being wrong with parts and items missing .... and this has parts missing too - FFS!

Getting better though, as 7 items missing last time and only 2 this time 😆

Well done Brant.

I see no sarcasm or spitting of dummies, you must have gone on that customer service course then 🙂

No other company gets some many bad threads on here, and yet people still continue to buy from them, crazy. If it was any other company the pitch forks would have been out years ago.

On the flipside, my hoody and grips came promptly, cheers On-One 😀

I find their stock system is pretty much a guesstimate...

However I still use them, I placed an order yesterday at the time of placing it I thought to myself well hopefully they actually have the stuff in stock, hopefully they will send the right things and hopefully they will dispatch in reasonable amount of time but I wont know until it arrives.

I'm on a tight budget and I like their products so I guess I just put up with sub par service.

I still think the OP was out to cause maximum shit on PlanetX with his OP. Why is it important how much money you have to spend, your personal circumstances? You order a small part- it tends to come very quick. You cant expect a frame to arrive next day or the day after can you? I don't earn a bad wage but I'm hesitating over buying a carbon road bike or frame. Its alot of money in anyones books. Plus to order a frame- you KNOW its not going to be plain sailing/set up ready to go without glitches if you are on tight timescales...reminds me of the bloke who slagged off Fruit ordering an item within tight timescales then kicking off when the wrong item turned up.

You cant expect a frame to arrive next day or the day after can you?

Why not? Big part/frame usually means courier. Courier usually means 24/48hr.

You cant expect a frame to arrive next day or the day after can you?

If you are doing something major like a frame swap you tend to allow yourself more time. Many a time I've missed a Sat ride (or feverishly built away till late on a Fri evening) but thats my fault for being a serial frame-swapper, not the seller. If its delayed its delayed.

We manage to ship guitars, amplifiers and other things much more awkward than bike frames half way around the world Next Day.

Bet you dont use Yodel for that and I wonder how much it costs, Looks like Planet x use Yodel whereas you'd use someone decent like UPS?

Anyway, I was just saying, for something like a frame I'd expect it to take upto a week. I'd live with it. I think my forks took 3days from Wigan to Manchester recently.

[i]Why is it important how much money you have to spend, your personal circumstances?[/i]

Its called background, that's what makes 'stories' interesting. It's like people saying 'someone in a mondeo pulled out in front of me' - the type of car makes no difference but ads detail.

[i]You order a small part- it tends to come very quick. You cant expect a frame to arrive next day or the day after can you?[/i]

Why not? I ordered a frame from Dolan last week and it arrived next day. Probably because they sent it 'next day delivery'.

Or be honest about how long it will take, like others do. If you promise the world and can't deliver then all you'll do is p*ss off customers. And frankly who cares if they swap warehouse, backend IT or any of the other shoddy excuses, as a customer that's not your problem.

Bet you dont use Yodel for that and I wonder how much it costs, Looks like Planet x use Yodel whereas you'd use someone decent like UPS?

We don't use Yodel but that's largely because we reckon that would be commercial suicide. Choosing to use a shitty courier doesn't mean that you're not to blame if things are delayed.

Our shipping is free for the overwhelming majority of orders.

Well I've put 10 or so orders their way in the past and not had a problem until now.

Needed cassettes, ordered 5 (9 speed, they go on 3 bikes, so worth stocking up) and a bunch of bits and pieces in the sale - couple of chains, tubes, drybags, BBs, SS sprockets etc.

Order went in on 21st, on "Yodel 24" delivery. Checked on Monday 24th - "Ready to be shipped" Good oh.

Checked again on Thursday - still "ready to be shipped". Called, waited*, wanted to know if it was held up because of a particular item, quite happy to change some of the bits and pieces. He got my order up, I was told no problem at all, they're just busy with the sale orders, please could I be patient, they've been preparing more parcels than yodel can pick up. Fine. ish.

Just checked today, "Ready to be shipped" Hmmm. The cassettes are now out of stock. Hmmm.

Not desperately happy. I ordered a workstand from somewhere else yesterday. It was delivered this morning, waiting for me at home.

*I read something from ?Dave? on here saying they've got 25?30 call centre staff now? That's a lot of people. Presumably when the message says you're 4th in the queue, that's the queue for the one person you've been assigned to? No way it can be total people waiting for 25 staff, it just takes too long. Pretty long even for one person, to be honest. Didn't take the chap too long to tell me that there was no problem with my order.

25-30 CALL CENTRE STAFF?? sounds like they need more bodies actually doing the work then may need less call centre staff taking phone calls asking where there orders are

v-c - Hold on, Imight have got that wrong, I couldn't find the thread. The call centre guys might be offsite, home workers with web access to order system ???

And yes, I have followed up, got bored after 10 mins of guitar music, sent them an email.

Maybe lemonysam's customers play this guitar music?

I'm out- all I was doing was saying.... (call it a flounce-lite) 🙂

[img] [/img]

We have a winner!

Please ignore my comments about the staff. Can't find the thread and I may have been completely wrong. Sorry.

I have to say I started to feel a little bad about posting up about issues with my order as I have never posted about good service .. but then I thought what is good service ? To date I have always had the parts I paid for sent within the time they quoted so they have just provided a service and have been paid for it.

Now I am left with having to order my pedals from somewhere else ( decided to buy from a wizard yesterday and pedals were delivered today) and am still awaiting the parts from my original order.

I am beginning to think Sue at Planet X just doesn't care as much as her emails suggest 🙁

I eventually got an email reply today, 5 days later :/ apoligising for the wrong part been sent for a 2nd time and they have sent out correct part this morning, I'll not hold my breath, if it wrong again Im just gonna order elsewhere, its only a mech hanger but not the point :/ ...to be fair its the first time Ive ever had a problem but if it turns out 3times wrong I may resort to writing a strongly worded letter :);)

Which mech hanger is it sir?

Which mech hanger is it sir?

El Gaupo Brant, hopefully sorted this time ..

For balance , pair of floaters ordered late last week, arrived post free to Germany today... Happy bunny..

Its taken a week and a half but my order has finally arrived! Unfortunately they have managed to send me the wrong sized frame and the wrong grips...
This is getting more than a little frustrating as I'm going on holiday this weekend and was hoping to have it built up by then.
with this on top of the contradictory information i have been given when I have phoned about something is really putting me off buying from On-One again.

Ive just recieved the wrong part for a 3rd time, I even printed out a picture the part I wanted and there own part code (FSTIT)...seriously dont know whether to laugh or cry..I've a trip to Molini in 6 weeks, heres hoping they get right by then, these are all returned at my expense btw

I placed an order on Monday afternoon was delivered on Tuesday morning and it was even the right items!

I have just recieved the wrong part for a 4th time despite including a picture of the mech hanger and planet x own product code FSTIT on my last return, currently on hold on the phone for 15 mins now, How hard can it be 😥

Maybe suggest they send you one each of *all* the available mech hangers, let you choose the right one and return the rest?

Has Planet X just grown too quick and not changed internally to keep up with it's own success?

in a recent similar thread someone cross-posted from another forum thread (bikeradar?) where P-X Dave had posted what read as an internal email, summarising a review of their CS and internal processes. It was pretty candid and scathing but the above quote neatly summed it up.

Maybe suggest they send you one each of *all* the available mech hangers, let you choose the right one and return the rest?

Seriously P****d just now, I found one on CRC , just ordered that, if Planet X eventually get it right I dont mind having 2 spare, I couldnt get an answer on phone despite saying there was only 2 in front of me, hung up and emailed them again with my thoughts,its cost me nearly the mech hanger cost in returns, cant take the chance they keep getting it wrong so back to CRC for me.

I ordered a load of bits 2 weekends ago, had a part missing on something - not surprising as it had just been thrown in the box in an open bag and all the parts were rattling around a large box.
Submitted a "helpdesk" thing and now have a "ticket".
Been 5 days now and no reply.
Does "ticket" mean "file it" and "helpdesk" mean "bin"?

....Although reading the other peoples problems almost makes me grateful that a) I didn't order anything expensive and b) I at least got something similar to what I ordered.

Has Planet X just grown too quick and not changed internally to keep up with it's own success?

Don't think so, that seems to be the excuse today but it's not a new thing, this. I reckon personally we're just seeing the result of outgrowing your goodwill, they used to have enough vocal positive customers to balance out the vocal unhappy customers, now they don't.

This is unbelievable, I have just recieved this email, this is after sending me the wrong item 4 times. Its was only a £14 mech hanger and the cost of the returns, but not really the point, seriously terrible service,really disappointed, been using them for years,not be again though 🙁

[#85151]: Orders: I've received my order but something’s not quite right
FROM Planet X Customer Service TO You
Show Details

From

Planet X Customer Service

To
xxxxxxx

Hello

Thank you for your email

We do not have any mech hanger for the el guapo in stock.

You can find them in the link below

http://www.mountainbikecomponents.co.uk/items.asp?CategoryID=249&Name=ASYLUM+Hangers%2FDropouts

You can return the others using the link below

http://www.planetx.co.uk/help/returns-and-refunds

Kind regards

Mike

Well. That's you told.

This is unbelievable, I have just recieved this email, this is after sending me the wrong item 4 times.

At least they've saved you the trouble of googling where to get one from!

I've never had a problem with PX, but these threads are even putting me off.

I've read so many of them I'm starting to think the worst, even though I've only had decent service from them.

[img] [/img]

I do fancy some eggs though.
And a Volvo.

I've selective if I buy from Planet X. The shrinking top, now unwearable after one wash, the road tyre that lasted around 200km and was disintegrating before my very eyes or the bar tape that doesn't stick.

That said I do use them for the Geax AKA MTB TNT tyres. Now I'm big but even I have to use a G clamp putting these on.

On another note, my recent alloy riser bars and SLR saddle both turned up quick and efficiently. Although from past experience, don't buy anything that requires a warranty or replacement parts, like headset bearings. You'll meet a wall of no help or interest. I wont buy anything like that from them again. Must admit I fancied a Titus frame, but the thought of bushes and bearings has made me think no chance.

There is a star rating you can choose in their helpdesk system. 1-5 stars. I've just put 1 star to see if it generates a response.

Although I am not sure if they bother looking at their "helpdesk" anyway. Anyone else had any response from it?