[Closed] On-one / Planet X deleting negative reviews?

Because its their website and they dont want bad reviews.

Marketing.

Because its their website and they dont want bad reviews.

Marketing.

Short-sighted if so...I get the impression that Wiggle use customer feedback as a guide to which products to discontinue - stuff with poor reviews seems to end up being sold off at discount.

So how do you know they've not discontinued it?

So how do you know they've not discontinued it?

Because of poor reviews? That would suggest they're being systematically deleted, which I hope is not the case.

Wiggle are big and probably command a better service from small suppliers. That unlikely with smaller sellers.

Superstarcomponents also do this.

I posted a less than glowing review and it was removed, reposted and removed a second time.

Basically so here is it is again - don't buy their wheels unless you are handy with a spoke tool and can retrue when they loose tension on the first ride. Also I wouldn't recommended the tesla hub, it seems fragile.....

Evans moderated my review saying the pad in the shorts I'd bought was in the wrong place so useless.

[i]Superstarcomponents also do this.[/i]

they're better than that - they write their own under pseudonyms 🙂

Nobody would be buying Inbreds if they were known to be a bit shit...

Except they are known to be a bit shit...

Same as the clothing.

That has little to do with the feedback section on their website.

cfinnimore - Member
Nobody would be buying Inbreds if they were known to be shit...

Except they are known to be a bit shit...

Chippy paint, flexy, heavy.

But cheap.

I have three. Perfect and the best bike for me.

Sorry ransos I don't follow your argument. You're suggesting that Wiggle respond to negative reviews by discontinuing the stock. I'm saying PX might do the same for all you know. Whether or not they publish or censor that feedback is another matter.

Wiggle won't even let you post a negative review

Really? Then pop up the stars and lambast in the review?

Chippy paint, flexy, heavy.

What they used paint on yours? You must be very special. Mine had been dipped in Tipex.

Sorry ransos I don't follow your argument. You're suggesting that Wiggle respond to negative reviews by discontinuing the stock. I'm saying PX might do the same for all you know. Whether or not they publish or censor that feedback is another matter.

If they are doing what you say, they must be systematically deleting negative reviews, given that they don't seem to appear on the site.

Wiggle won't even let you post a negative review

http://www.wiggle.co.uk/lifeline-high-pressure-floor-pump/?sku=5360337239

I brushed the black one with a very soft brush.

Digging that scratched vinyl look, maaaan.

The white one looks like a losing scratchcard.

The other one will be shiny. No paint.

[quote> http://www.planetx.co.uk/i/q/CLOOMTJ/on-one-merino-tech-jacket

I bought one of these a while back, and wasn't impressed. Despite their claims, it's not remotely water or wind resistant, and has started to bobble up after just a few washes. I posted a review accordingly, giving it 2/5, and the review appeared on their website at the time. So why has it now disappeared?

I don't know why. I will look into this.

Would you like to send your jacket back for a full refund?

My email is in my profile.

*whispers in the wind "brantbrantbrantbrant"...*

Brant arrives.

Never fails.

while you're here brant, d'you know if there's any stock of 26" chunky monkey tyres coming in anytime soon?

edlong - Member
while you're here brant, d'you know if there's any stock of 26" chunky monkey tyres coming in anytime soon?
POSTED 6 MINUTES AGO # REPORT-POST

Sorry. I'm on holiday. Bit slow.

But yes. Coming. I have dates on my laptop. I'm watching #heston

View this post on Instagram

Update :: Seems to be end of month.

Ransos's link proves otherwise.

A merino blend top was never going to be very water resistance. After you washed it did you reproof it with nikwax softshell proof or something similar?

The white one looks like a losing scratchcard.

Ahahahaha!

It hurts when your scratchcard is made of carbon 🙁

Ah well, they turn up cheap 2nd hand anyway.

thanks

That's funny I was looking at buying one of those jackets from planet x and I remember your review totally put me off. (Thanks ;)) Deleting it was a bit naughty in my opinion. But I know times are tough in retail so I can see their motivation too.

It's not a big surprise. It's not an independent website hosting the reviews it's the shop window of a retail business.

If you call STW on here they will pull your thread. It's their party so they have the last say.

If you call STW on here they will pull your thread.

Excuse me?

Was £120! Now £40... blimey you'd be gutted if you bought one at rrp.

[i]If you call STW on here they will pull your thread[/i]

He means... er, I have no idea.

I get the impression that Wiggle use customer feedback as a guide to which products to discontinue - stuff with poor reviews seems to end up being sold off at discount.

if that's true then, we should start slating the new Pikes as being utterly rubbish so wiggle drop the price and we can get them cheaper!! 😆

I have investigated.

We now use Feefo for reviews. A totally independent company.
All previous reviews were deleted. And Feefo ones now used instead which are totally uneditable by us.

Our Sue says...

Yes we have removed all reviews previously on the web site.
We have now joined Feefo which is an independent company which emails all customers that have made a purchase with Planet/On- one.

This is totally independent and we cannot remove or amend this feedback for any reason.

Since starting with feefo the reviews on the website is purely reviews collected by them.

I have checked feefo and we have had no feedback from him through feefo which is why it has been removed.

Balls. I moaned in error and earlier asked Brant if he could edit it.
sorr :oops:y

footflaps - Member
Chippy paint, flexy, heavy.
What they used paint on yours? You must be very special. Mine had been dipped in Tipex.

I have investigated.

We now use Feefo for reviews. A totally independent company.
All previous reviews were deleted. And Feefo ones now used instead which are totally uneditable by us.

Ok, thanks for the update. Is that why you didn't respond to my email last Friday, asking for the refund you offered?

I have some hope for the future that Brant might not be the one-man customer services function in the future, seeing as how they have brought in some proper experienced business types with retail experience...

[url= http://www.thebusinessdesk.com/yorkshire/news/614506-cycling-retailer-hits-turnover-milestone-and-brings-in-new-ceo-and-chairman.html ]Sorry, you might have to register to read this, but I think it's free[/url]

Could be that it was the weekend and he decided to spend time with his family rather than sorting out a refund during out of hours.

Could be that it was the weekend and he decided to spend time with his family rather than sorting out a refund during out of hours.

Email sent 9.11 last Friday morning.

I think Brant said he was on holiday in one of his earlier posts.
Why do people assume that they should receive an instant response to every email they send?
If you sent the mail at 9:11 on Friday then, so far, Brant has had 8 working hours to deal with it, assuming he is not on holiday. I'm fairly sure it won't be his number 1 business priority so sit back, relax and good things will happen in the near future.

Refunds aren't instant. I returned something to CRC- its upto a week to process AFTER received. I don't see the issue?

Why do people assume that they should receive an instant response to every email they send?

I don't. But given that he posted back here with the result of his investigation after I emailed him, it seemed strange that he didn't get in contact. Anyway, fingers crossed.

[quote=Matt24k ]I think Brant said he was on holiday in one of his earlier posts.
Why do people assume that they should receive an instant response to every email they send?
If you sent the mail at 9:11 on Friday then, so far, Brant has had 8 working hours to deal with it, assuming he is not on holiday. I'm fairly sure it won't be his number 1 business priority so sit back, relax and good things will happen in the near future.
The problem here is that brant has (heroically) set himself up as the STW/OO-PX customer services liaison rep. If it was being handled by the proper folk then one person being on holiday wouldn't be a problem.

The problem here is that brant has (heroically) set himself up as the STW/OO-PX customer services liaison rep. If it was being handled by the proper folk then one person being on holiday wouldn't be a problem

I actually find it remarkable that Brant tolerates this. If I were him I'd be emailed my 'returns/complaints' team as soon as these things pop up with "oi, get this sorted".

He's obviously far nicer and more patient than myself.

I like Brant. Like everyone he has his foibles but from meeting him etc he has a passion for bikes and customer service. Being on here sometimes leaves him open to being wound up though 😉

ransos - Member
I have investigated.
We now use Feefo for reviews. A totally independent company.
All previous reviews were deleted. And Feefo ones now used instead which are totally uneditable by us.

Ok, thanks for the update. Is that why you didn't respond to my email last Friday, asking for the refund you offered?

Ransos - is that an email directly to me? Or to the company?

[I have no email from you from Friday on my own email account]

[quote=weeksy ]

The problem here is that brant has (heroically) set himself up as the STW/OO-PX customer services liaison rep. If it was being handled by the proper folk then one person being on holiday wouldn't be a problem

If you call STW on here they will pull your thread. It's their party so they have the last say.

No we won't.

Brant has been more than helpful to me. Suspect he should delegate a bit though.

Ransos - is that an email directly to me? Or to the company?

The email address in your profile - brant at on-one. Maybe it ended up in your spam?

The email address in your profile - brant at on-one. Maybe it ended up in your spam?

It's not in my spam, I'm sorry. I can't see it. I haven't heard of any instances of my mail going missing, and my tests show it's checking out.

So - can you have another go - to brant at planetx dot co dot uk, and I'll see what I can get sorted out.

Brant has been more than helpful to me. Suspect he should delegate a bit though.

We have a large customer service team, but I'm more than happy to pick things up here, and get feedback directly from customers.

I don't tend to sort too much myself, but can pass things on to the right people, or fill in gaps/check for stuff where some of our team might not have the level of historical knowledge I do.

This is the problem with email. They can go [i]missing.[/i]

No we won't.

[i]DO NOT post your request for a reason on the forum as we have found that this just provokes needless argument. Any such requests posted on the forum will be removed without comment.[/i]

If you call STW on here they will pull your thread. It's their party so they have the last say.

Might be worth reading them, you're posting a rule about asking about moderation. If you call the STW or the forum it won't be deleted unless it's break the rules in some other way. There's been many a thread criticising the forum and they'll still be here.

Same as the clothing.

I like their merino / Coolmax tees. Great bits of kit.

Waiting for Yodel to deliver a Planet X bike, it was supposed to be delivered yesterday but on their tracking website it says 'unable to gain access to building'.

Well, that would be on account of the front door being locked. However, here on planet earth we have a little button next to the door called a 'DOORBELL'. If you push it, as if by magic, somebody will come and open the door!!!!!! 😯 😯

brant - Member

It's not in my spam, I'm sorry. I can't see it. I haven't heard of any instances of my mail going missing, and my tests show it's checking out.

So - can you have another go - to brant at planetx dot co dot uk, and I'll see what I can get sorted out.

If you really are on holiday, I suggest turning off all internet access until you get back.

Seems an entirely fair explanation and response from Brant / planet x.

Now I am confused, who are we angry with? ❓ Is it Hora's fault at all?

If you really are on holiday, I suggest turning off all internet access until you get back.

I was on holiday last week. Back now. Thanks for your concern 😉

I've given up on PX/OO now. Need a spoke for my PX wheel, they stock them and they are on the website but not in silver, only black. So I asked via their inexplicably complicated contact process and got the reply that they don't stock them at all as the wheels aren't made in the UK. BIZARRE being as they have them listed on the site for mine and many other of their own wheels.

I've given up on PX/OO now. Need a spoke for my PX wheel, they stock them and they are on the website but not in silver, only black. So I asked via their inexplicably complicated contact process and got the reply that they don't stock them at all as the wheels aren't made in the UK. BIZARRE being as they have them listed on the site for mine and many other of their own wheels.

Seems to be the day for poor customer service for customers who have given us large amounts of their money in return for our wheels.

Please could you forward me the email.

brant at planet x dot co dot uk

Please could you forward me the email.
brant at planet x dot co dot uk

Have done so, thanks.

You want to stop those Chinese substituting hub grease for jet wash water, then you'd get fewer warranty wheel claims.

Update - seems like Brant is sorting my problem out and making sure spokes are in stock from now on - hopefully that'll help others out.

I'll let you know when it's resolved.

They aren't the only ones. I contacted a calendar company because they forgot about the 29th February on a leap year. They just ignored me so I left them a bad review and they deleted it (twice). I sent them several emails and they ignored all of those. If I am ever in Melbourne I will pay them a visit - not that I hold grudges..

Update: they've offered me a full refund which I'm very happy with.

With On-One I think you get what you pay for, but it is generally a good deal.

I had an inbred, the chainstay cracked after 20 months, it had a 2 year warranty so I got an upgrade to a scandal for £50. The scandal cracked after about 4 years of running with a 150mm fork, On-One state a maximum of 120mm!! Overall I'm happy, I didn't pay boutique prices, got years of riding out of a couple of different frames and wasn't stuck with an outdated frame that had totally devalued.

There are some real bargain components on the web site. Stock levels are not always great.

New kit never arrives in stock when it is due, but that is international shipping, except I just checked before posting, the codeine which was due in mid-may is today on 15th May in stock. So what do I know!

Delivery is generally next day, and free!

[i]Cheap, light and strong; pick any 2 you can't have it all ways. Take the rough with the smooth.
[/i]
Also you get to communicate with Brant, I was twittering him when he was on pain killers designing the Codeine, that was amusing.

I don't believe Brant would intentionally delete negative reviews, more likely he'd slate the reviewer and then refund or exchange.

On-One occupy a special place in the market and are not for everyone.

I've left a couple of negative reviews in the past with a couple of companies and they tend to stay up for a few days and the mysteriously disappear 🙁 (not on-one I hasten to add). I questioned the first company and they said that they had a relationship with the supplier to maintain so they couldn't use it unless I modified it.

I applaud the use of a third party review site by on-one, great move. You start to get an idea nowadays when you read reviews and there are too many bad ones missing or the 'bad' ones only mention bad things that you clearly wouldn't care about.

I have now dropped my wheels off at the Barnsley store and they are going to be swapped with a new set.

Brant has offered me this which is very nice but the guy in customer service/returns (I have his name but won't mention it) is, at best, very slow to answer emails.

Seemed to be a lot of people working in the store and while it looked very nice it must have cost a fortune to fit out - it's the old One Day Sale cycle shop refitted so I saw it beforehand. Some very fancy furniture/display methods!

ah ... lots of people working in the store .... that explains it then.

Ordered a whippet on the 17th yodel 24 hour delivery.
Monday 19th nothing
Chased up on the 20th and was told - shipping today ...
Tuesday comes and goes.
Wednesday comes and goes.
chased up on the 22nd and was told - shipping today ...

I'll not hold my breath then !!!!

There can't be anyone in the warehouse 🙁

There can't be anyone in the warehouse

Or as in my case wait a week, chase, get told they can't locate the item I have ordered, then told they never had the item in stock in the first place. Order is set to 'awaiting stock' and get an e-mail to say it will be despatched as soon as possible. Check when they will be getting stock in, wait 24 hours and told "We are not re stocking this"!

Go for a alternative replacement and told that will be shipped tomorrow (as in today). Check the order tonight and status is still "Your order is ready to be shipped", which was what my last order sat at for the week before I chased it previously...

Not holding my breath either...

Pretty much all retailers moderate reviews, because you'll get one person who gets really narked off, and leaves a bad review for everything on the site.

Some will moderate more than others, but everyone does it.

I don't have any planet x stuff but Brant's work on here would persuade me rather than dissuade me. Delegation is about as hard as finding staff to match your personal aspirations.

Brant truly does an amazing job designing bikes. He is also amazing here as the only PX/One One guy who gives a shit about problems and resolves them. Surely this should not be allowed to happen as the business needs to shape up or people will go elsewhere. This is not a dig. This is stating a fact.

Update - picked new wheels up from Barnsley store today. Thanks very much to Brant and the PX head of customer service for sorting things out.