planet x customer service or should i say lack of !

roadrunner89

hi
i am new to the forum, i thought i had found the right bike which was a planet x rt58 alloy, but after trying to get help and info from them and getting no where fast even though i was told they would get back to me with a price and the correct size frame for my measurements , well several emails later since friday(28/3/14) (no good trying phone just left hanging) still cant get a reply not even from the CEO !!
anyone else had this problem ? seems pretty shoddy to me !

next is there another bike you would recommend similar spec and price to this one ,the giant defy has also taken my eye or is it worth sticking with the planet x ?
while writing this, i emailed the Ceo again to say how disapointed i was ! guess what... got a reply before finishing this so left it unposted thinking it would now be sorted as he promised

so i got reply from the CEO David hanney ,actually got a very nice response saying basically he would get this sorted as it wasn`t good enough .....still no one has contacted me and its another day going by this is very very poor
i have emailed the ceo again at 14.20 tuesday and now get no response there either
anyone else had experienced this ?

i wonder if it would be the same if i was spending a lot more money ? rant over . finally any thoughts on a bike of similar spec and cost please would be appreciated ,
thought i would give it one more go with Ceo so emailed again at 16:20 tuesday 1/1/14 then got the response i wanted sales contacted me and replied all last night tuesday ,i left it that i wanted to proceed and as it wasnt available to order online could he ring me during the day got a receipt for this email ,but no reply again !!, tried ringing again this morning wednesday . left hanging and gave up, so emailed and i asked to discuss an option then pay .......got nothing again all day today so wednesday now gone!
this whole experience has been like pulling teeth very slowly with pliers !! really like the bike but customer service is truly awful and making me question what will happen if theres a problem !

really peeded off now ...just went back to a store in scotland who had 15% of giant defy 1 2014 making it £845 with shimano 105 but the offer finished monday midnight !! just not meant to get a new bike !

found this as well http://www.feefo.com/gb/en/reviews/Plan ... &id=787271 makes interesting reading especially the week which i have personally experienced !
sorry if this a bit of a ramble but this has been put together on my pc as things DID NOT happen !

other forums saying same thing good product bad bad service ! in 50 years i have never had such shoddy experience as this last week with planet x .... it seems THEY JUST CANT BE BOTHERED !!
now the rant is over ! now i want a decent spec bike with a bit customer service is this to much to ask ? help recomendations please , just spotted Dolan bikes any views on these ,defys or any others to consider under 1k with tiagra min gear set , alloy frame ?

jasondxb

I recently bought a bike from the , the RT58 Carbon, great bike, but as you say their responses are not the best
In my experience it took then 48hrs to respond to anything, calling not an option as I was always 4th in the queue not matter what time of day I called
Im really happy with the bike and think its great value for money, its also very comftable, or to put it another way its not uncomftable
At 5ft8 I opted for the 54cm frame and ts fine, I have replaced the stem with a 90 instead of 100

I have ordered other bits over the last month and everything has arrived without any issues or delays, placed an order 3 days ago, all paid for, and not heard a word

Its no excuse but its reasonably well priced and ultimately something has to suffer

bmwsport

I've recently been going through the process of buying a new bike myself and also was left frustrated by Planet X. I ended up ordering a Rose (German company), definitely worth a look as they know how to do value and service..

bmwsport

Just to elaborate on my 'frustrating' comment, I feel this as Planet X's bikes are generally pretty well received, so they clearly have a good product but this is let down purely by the service, which is a real shame. I hope for their sake they have a read on forums now and again as it's very likely the OP and myself would have bought from them so it's clearly costing sales.

I also don't buy the whole 'they're cheap so you can't expect proper service as well' type comments I've seen in other threads, it makes no sense.

roadrunner89

thanks guys thats been my dilemma i have been putting up with a really cr*p service or lack of ... and still pressing ahead trying to buy from them even though they don`t want my hard earned money at any cost ! my gut feeling says if i have a problem they will be nowhere to be seen! but i did really like the bike and spec for the price ,
it seems to me its a case of cant afford to upset the staff so the tail is wagging the dog and the CEO has no control over there lack of care .

i agree with the product good. customer service poor .i have tried everything to buy one from them ! but definitely costing them customers i gave them my phone number and told them my wife or myself would be home all day to pay !,
i also agree the cheap but good product doesn`t out way the the contempt they show prospective customers !

iPete

If you would like a tailored bespoke service with instant communication, perhaps yes, you need to spend a hell of a lot more at a bespoke builder or good local shop. You contacted them on a Friday, so that's realistically 3 working days before joining BR to vent... a relatively small company selling at (probably) small profit margins, all it takes is someone to be ill and mistakes can happen and no wonder they can't get anything done, someone keeps bothering the CEO..

You've not had a bad week.

jimmythecuckoo

bmwsport wrote:

I've recently been going through the process of buying a new bike myself and also was left frustrated by Planet X. I ended up ordering a Rose (German company), definitely worth a look as they know how to do value and service..

Can wholeheartedly agree with that. Am really pleased with Rose.

roadrunner89

Open 7 days a week:
Monday-Saturday 9am - 5pm | Sunday 11am - 4pm | Open late on Wednesdays 'til 7pm

as another said cheap and good is not an excuse for no communication/poor service !!
if someones ill or theres a problem communicate or dont offer email have a decent phone system where you don`t get left hanging !
i left my phone number as well!
frank in sales promised to get back to me and didnt!
after contacting ceo as he asks for feedback !!
frank spoke to me on tuesday and i agreed bike spec etc
then cant get contact/reply by phone or email to pay pretty unbelievable in my book !

this is from THERE email "We want your feedback – talk to the boss direct. Email him at ceo@planet.co.uk
Kind regards,"
so i did when i couldn`t get any servivce from his staff anywhere else i took him up on his offer !i have emailed him TWICE !
in my book its a BAD week and a waste of my time keep chasing shadows ,but your entitled to your opinion as am i , if had run my buisness like that it would of gone under in a year !

roadrunner89

been on the rose bike site ,must say the rose in black looks the part , never heard of them before will be doing some more reading tonight reviews ,going to try there spec builder see what occurs thanks

DiscoBoy

They have the geometry of their bikes published on their website. How each of them will fit you is down to you. There isn't really a lot more that they can tell you.

They're a "pile them high, sell them cheap" type of retailer. They sell bikes which are excellent value for money because they have low overheads. If you are someone who knows what they want, then they are excellent.

If you can't work out what size bike you need based on geometry, then either get yourself down to your local bike shop and buy something there, or get yourself a good bike fit and then use that to buy online.

roadrunner89

geomemetry was only questioned because thet wer out of stock on 56 on site ,but they found they still had one / spec was sorted eventually by tuesday night since then no one will respond to me to take payment its all in my posts above !! just needed to pay !!!! read my post fully and ignored completely

navrig2

iPete wrote:

If you would like a tailored bespoke service with instant communication, perhaps yes, you need to spend a hell of a lot more at a bespoke builder or good local shop. You contacted them on a Friday, so that's realistically 3 working days before joining BR to vent... a relatively small company selling at (probably) small profit margins, all it takes is someone to be ill and mistakes can happen and no wonder they can't get anything done, someone keeps bothering the CEO..

You've not had a bad week.

+1

Have a little patience and don't get your knickers in a twist.

Primus84

Sorry, I can't agree with the people saying give PlanetX a break. This is shoddy customer service and it's a buyer's market. They should be desperate to take your money.

The price of what they sell is not so cheap as to excuse poor customer care.

roadrunner89

Navrig2 wrote:

iPete wrote:

If you would like a tailored bespoke service with instant communication, perhaps yes, you need to spend a hell of a lot more at a bespoke builder or good local shop. You contacted them on a Friday, so that's realistically 3 working days before joining BR to vent... a relatively small company selling at (probably) small profit margins, all it takes is someone to be ill and mistakes can happen and no wonder they can't get anything done, someone keeps bothering the CEO..

You've not had a bad week.

+1

Have a little patience and don't get your knickers in a twist.

i only needed to pay !! money is nothing the most precious thing we have is time and they wasted a week of mine for no good reason and judging by this i am not the only one !

Primus84 wrote:

Sorry, I can't agree with the people saying give PlanetX a break. This is shoddy customer service and it's a buyer's market. They should be desperate to take your money.

The price of what they sell is not so cheap as to excuse poor customer care.

+1 for this had a lot of patience and was still waiting !

DiscoBoy

They currently show 7 in stock online in 56cm, one black and six blue. Have you tried adding it to your basket and checking out?

bmwsport

roadrunner89 wrote:

been on the rose bike site ,must say the rose in black looks the part , never heard of them before will be doing some more reading tonight reviews ,going to try there spec builder see what occurs thanks

Big company in Germany, family owned and been going over 100 years, well known for their catalogue.

Any questions try this guy - Peter.Heyng@rose.de

Amazingly you'll find they actually answer the phone as well...

Once you've picked a bike you'll find all the geo info under the 'frames' tab.

roadrunner89

DiscoBoy wrote:

They currently show 7 in stock online in 56cm, one black and six blue. Have you tried adding it to your basket and checking out?

that wasn`t there earlier today or any other day this week !! i only want black .there was also a spec change they agreed a price for an ultegra group set up on it with a change in price which cant be ordered online !! read my post fully i had to go through Frank ! Planet X RT-58 Alloy Shimano Tiagra Road Bike now showing 1 black instock probably the one they were going to sell me THAT they FOUND !!! because i couldn`t get hold of them to pay looks like they have listed it today !! it wasn`t there before !
shoddy shoddy shoddy especially as head of sales had at least 3 emails from me ,where i asked to pay even leaving my number to idiot proof it ! as no one answers the phone !!
total contempt don`t believe this company . hope who ever buys from them has no problems !

roadrunner89

Big company in Germany, family owned and been going over 100 years, well known for their catalogue.

Any questions try this guy - Peter.Heyng@rose.de

Amazingly you'll find they actually answer the phone as well...

Once you've picked a bike you'll find all the geo info under the 'frames' tab.[/quote]

thanks

roadrunner89

bmwsport wrote:

roadrunner89 wrote:

been on the rose bike site ,must say the rose in black looks the part , never heard of them before will be doing some more reading tonight reviews ,going to try there spec builder see what occurs thanks

Big company in Germany, family owned and been going over 100 years, well known for their catalogue.

Any questions try this guy - Peter.Heyng@rose.de

Amazingly you'll find they actually answer the phone as well...

Once you've picked a bike you'll find all the geo info under the 'frames' tab.

thanks

kbmack

Is Planet X the Ryanair of the cycling world,therefore?

A product with seemingly insatiable demand and interest, despite the service?

ergo, why should they change a thing?

chippyk

I found David Hanney very helpful, couldn't do enough. I was less than impressed with Frank who, it appeared to me, appeared to think he was doing me a favour in taking 350 notes off me which, in the end, I spent elsewhere.

Beave

Having never bought a bike from them or had to deal with the staff on a phone/email level I couldn't comment on the lack of service in that department . However my online experience of them has been spot on , everything I`ve ordered has been on my doorstep within 2 days .
Pretty good in my book so thumbs up to Planet X

Primus84

kbmack wrote:

Is Planet X the Ryanair of the cycling world,therefore?

A product with seemingly insatiable demand and interest, despite the service?

ergo, why should they change a thing?

Because they could actually sell more and therefore produce more profit? They're not permanently sold out are they?!

They had a customer ready to buy, all they needed was to relieve him of his money and they failed to do so, a massive error.

roadrunner89

kbmack wrote:

Is Planet X the Ryanair of the cycling world,therefore?

A product with seemingly insatiable demand and interest, despite the service?

ergo, why should they change a thing?

that does just about some it up ! i suppose they could at least take your money before giving a cr*p service like ryanair

Moonbiker

Stuff has always turned up when i order & there prices are better than any other online store when they have there discounts on.

Dunno why alot of thoose reviews on there site say "As Above" though are they real reviews?

Doris Day

Never again. Over charged on a phone order, after countless calls and emails showing them screen prints of the price they offered the item for. Took over a month to get sorted.

roadrunner89

Moonbiker wrote:

Stuff has always turned up when i order & there prices are better than any other online store when they have there discounts on.

Dunno why alot of thoose reviews on there site say "As Above" though are they real reviews?

you only truly judge a company when things go wrong !
I gave them a second chance and thats where they have fallen well short for me and looks like many others ,they get a problem and appear to ignore it and hope it goes away or solves its self !!
they don`t even offer a decent resolution for the time they have wasted and all the inconvenience they have caused , its a sort of oh well we are busy lets move to the next person !
they give assurances to keep you on the hook then fail to see them through ,its a complete don`t care attitude that is portrayed !

roadrunner89

ChippyK wrote:

I found David Hanney very helpful, couldn't do enough. I was less than impressed with Frank who, it appeared to me, appeared to think he was doing me a favour in taking 350 notes off me which, in the end, I spent elsewhere.

i fully agree with this , David has made all the right noises and given the assurances but Frank has failed to see them through ,after contacting David is the only time i get a response ! David says frank is his best salesman thats why it feels like the tail is wagging the dog ,if his best is losing him sales like this well.....

MrGrumpy

Have to say when it all works well, its great but this week has been dreadful. Sent an item back that was faulty last week, saw it had arrived back on Friday at Planet X. So emailed Monday to ask what was happening, reply back to say a refund would be issued within 3 days???!! Anyway decided hell its a one off I will order some other items on Wed, ordered and still not been posted. Noted that they are using Yodel now for delivery which is worrying!! Service in my eyes up till recently has been top notch, however getting a bitter taste in the mouth.

Quick at taking your money but not so good at handing it back!! Have to say Wiggle, CRC and Merlin are first class with returns. Planet X take note!! or it could be your undoing, cheap isn't always a priority!

roadrunner89

you got them to take your money .... i couldn`t even get that far :-( ...maybe for the best if yodel are delivering there bikes , did you see watchdog where yodel were throwing parcels over 6ft fences !!

https://www.youtube.com/watch?v=ZIwqgEtij8o

jspash

I recently bought an RT-57 from the website based solely on riding last year's model a few times (a clubmate has one and won't stop going on about it), and of course the price. Full ultegra on a carbon frame (probably a dengfu) for £1200. Another £250 for some 1500g wheels and I think I got a pretty good deal on a summer bike.

I found their customer service to be very responsive. I sent them a total of 4 messages, all of which were replied to either the same day or the next.

I even talked them into swapping the wheels for some slightly better ones that they had on sale. The price ended up being the same, and they got rid of some of last year's stock. Win/win.

Overall I found the process quite painless. My only complaint would be that it took them almost a month to build the bike. Not the 7-10 days promised on the website. Apparently some of the parts weren't in stock when I ordered. No big deal. It finally arrived and I couldn't be happier with it.