Planet-X: Stay away - Missing order(bike), bad service

christhonie

Dear reader,

I have joined this forum to spread awareness about the bad service I have experienced with Planet-X. In my view the price of their products, which are very competitive, you need to offset against a disorganized company with really bad service. In my view; STAY AWAY!!

I placed an order 68 days ago; a bike, some wheels and odds-and-ends. The wheels have arrived, but the rest has been missing. They, at some point, confirmed it was missing. With little communication from their side and no commitment to replace the missing items I feel we are running in circles.

I have paid for shipping via TNT International, which ended up being TNT Post (basically the Dutch postal service). The consignment has not moved since 9 April.

• The support team takes at least 24 hours to respond to your emails.
• The support team commits to follow up, but does not respond, repeatedly!
• Support tickets remain unanswered for 18 days and when you follow up they have closed it, even though the next action is a follow up from them.
• They told me; "...the issue you have had with the couriers unfortunately it is beyond our control once it leaves us."
• One moment they agree the items are missing, the next moment they confuse it with a separate order and tell me the goods have been deliverd.
• They fail to escalate issues, even when requested to do so.
• An email to Bary Dunn, the COO, remains unanswered.
• The issue was forwarded to David Hanney, the CEO, who have not taken any action yet.

I am well aware that they are a small company, that they have good products and that some of you are quite happy with their service. I can unfortunately not relate to your experience; mine being one from hell. It seems that I am not the only one;

• On this forum
• On Hellopeter
• On SingleTrack
• On Facebook - Read the review section

This is merely a warning and I hope any potential buyers will take this into consideration and vote with their wallets. Rather support Chain Reaction Cycles, Wiggle or Evans Cycles, companies that I am quite happy to deal with.

Chris

Grill

A absolutely abhor people who join forums for no other reason than to bitch and moan.

What do you want from them? The parcel shows it was picked up by TNT Post (which is the same thing- international is the type of shipping) so why are you blaming PX when the issue is clearly with the courier? Have you even bothered to contact TNT?

If you believe your consignment has been lost, please contact us to initiate the process to locate your item. Please mark clearly in the subject field of your email “TNT DIRECT CLAIM” to ensure a quick response from one of our Customer Service representatives, who will respond, in most cases, within two hours. TNT will investigate your claim and advise you within three working days.

I hope one day you're able to sort your own life out instead of me having to do it for you.

Oh and welcome to the forum, please contribute something worthwhile next time.

christhonie

Grill, if I can prevent only one person for paying for a bike and not receiving it, my job here is done. Your assumption about where it went wrong, is wrong, and I have tried many avenues to try and correct it. I am not here to argue with you. I respect how your view regarding my post. Thanks for the feedback.

Grill

So TNT didn't lose your package?

rolf_f

christhonie wrote:

Grill, if I can prevent only one person for paying for a bike and not receiving it, my job here is done.

If the only reason you joined the forum is to make a moaning post then you have no job here to do.

supermurph09

pathetic form to join a forum to moan, every company will let some of its customers down at some point. Some companies may even have on going issues they are working on. In PXs case you can guarantee that for every 3 or 4 people that are unhappy, there are 100+ that are very happy. Trip Advisor whilst open to abuse seems to have a good mix and will more often than not give a balanced result, forums like this rarely show a balance.

jezzasnr

This is typical of how so many things are developing, not just with Planet X, but with the way huge numbers of people behave regarding purchases.
Quite happy to accept the cheap prices offered online whilst, but with the blind ignorance that there's often a price to pay for cheap in other areas. If you want/need help, assistance, immediate response, ongoing customer service, then there's a tried & tested service called "your local shop". The cost of providing these services are reflected in their prices. If you don't need what they offer, then by all means by online, but please don't make out you've been hard done by when it doesn't quite all fall into your lap as you would like.
Of course there will be exceptions to this on both sides, but come on, it's obvious isn't it.
See also local pubs, butchers, green grocers, camera shop, record store.......

plumpy

Is it a great idea to denounce suppliers on public forums BEFORE your problem has been sorted out? Likely to increase their goodwill towards you and your complaint?

Unless you are just a troll from a rival online supplier of course - which I always assume to be a possibility in these cases.

I've had a TT bike, and lots of kit, from P-X without issues, so my several good experiences cancel out your one bad one anyway.

djhermer

Planet X rock my world.

southdownswolf

So Planet X have let you down? I blame Wiggle.

kajjal

Seems simple enough to me :-

Did planetx confirm it was shipped and collected by TNT ?
If not then they need to sort it out.

If they did, did TNT confirm they collected it from Planetx and it was delivered ?
If not TNT need to sort it out.

The lack of detail around this in your original post is why people are suspicious about it being a real complaint

Mattlufcbell

Never had a problem with Planet X. If I ever have problems with online shopping anywhere it's usually down to couriers.

themekon

Another one who has had no problem with Planet X. Everything I have ordered has been delivered either the next day or the day after.

Colinthecop

I'm thinking of ordering one of their £10 off reduced to £20 toolkits.

And now I have read this post. :oops:

But I guess a £10 saving is a £10 saving and as I don't know the OP there is no need for a show of solidarity. 8)

29black

OP, you aren't going to get your problems solved here (Unless there's a Planet X rep hiding here!), give them a call and ask to speak to a manager, sometimes it's better to speak to somebody instead of just emailing. Planet X are still the company and even if the courier has lost the package - they are still responsible in arranging for a replacement so no wonder the poster is angry.

metronome

Dear diary, I've been shopping with PX and OneOne, instore and online for years and the service has always been perfect.

jscl

Colinthecop wrote:

I'm thinking of ordering one of their £10 off reduced to £20 toolkits.

And now I have read this post. :oops:

But I guess a £10 saving is a £10 saving and as I don't know the OP there is no need for a show of solidarity. 8)

Scottish Highlands? Give it time and that'll need international post too, then you're doomed for eternity!!

This is standard practice in my experiences, once it's left the supplier and especially once it's left the country, it's down to the courier. Go contact TNT.

Grill, as per, is correct. Join a forum to take part in the discussion, not to moan.

flasher

The responsibility is on the sender to make sure the package reaches it's destination, not the recipient.

morstar

Flasher wrote:

The responsibility is on the sender to make sure the package reaches it's destination, not the recipient.

This.
I know it's considered bad form to join a forum solely to complain like this but I'm not joining that debate. However, to take the point at hand that the goods haven't arrived, the problem sits with the supplier, not the customer. That the supplier sub contracts delivery doesn't absolve them of responsibility. You'll also find that most couriers will only deal with the sender anyway even if you were to take matters into your own hands.

cougie

I've had three bikes and shed loads of kit off them - no dramas.
Plenty of my mates have too.

I'd not trust the whining of someone who joins a forum just to bitch. Every company has problems.
I stopped reading when he said something about the customer service taking 24 hours to get back to you.....
Zzzz

christhonie

Thanks, I do appreciate the feedback; good or bad. I want to ensure everyone that posting this was prompted by numerous attempts; international calls (3 of more that 1 hour in total duration), posts to the support desk (6 submissions), emails to the "Customer Experience Specialist" (7 emails), an email to the COO and the issue being forwarded to the CEO. This spans a period of 36 days with no resolution, no consignemnt traceability (it is supposed to be a tracked item) except that they think it is lost, no bike, but a fully paid invoice!

Grill wrote:

So TNT didn't lose your package?

Maybe. I have no proof whether the courier received all of the items or not. From the tracking page that I am able to view the parcel has been announced (the sender typically submitted an electronic consignment booking that creates this entry), but from the page there is no indication that the parcel has been received by them. This is not conclusive!

jezzasnr wrote:

Quite happy to accept the cheap prices offered online...often a price to pay

I accept this. I then also feel obliged to name-and-shame if I am taken advantaged off. Should I turn a blind eye?

plumpy wrote:

Likely to increase their goodwill towards you and your complaint?

After this post, not very likely. What I hope this post will do is get someone to wake up at Planet-X and help me solve this problem. Something like: "Sorry, we will deliver what you paid for by a week from now" would be a great step forward. Plumpy, glad to know you had a PX bike. I paid for one 2 months ago, I have never had it.

Kajjal wrote:

Did planetx confirm it was shipped and collected by TNT ?

They say so, but I asked for proof, but I have yet to receive it.

JSCL wrote:

Go contact TNT.

This is not my responsibility (see below). I did not contract them, I am not their customer, I did not even choose them. I have no legal recourse with them. When your new Dell computer arrives and the CPU is dead on arrival, do you call Intel/AMD, or do you call Dell?

Flasher wrote:

The responsibility is on the sender to make sure the package reaches it's destination, not the recipient.

You are correct. Under commercial law, based on the agreed shipment terms, where INCOTERM DAP at my addres applies here, "the seller is responsible for arranging carriage and for delivering the goods, ready for unloading from the arriving conveyance, at the named place." [wikipedia].

The post was meant to points out the bad service I have experienced at Planet-X. I speak for no other person. Does it happen often; seems like some are very happy. I am truely glad for you! Does it sometimes break down horribly; yes, case in point. Do they then have the ability to effectively deal with such issues; no. Do they take responsibility; up to now, no.

Grill

christhonie wrote:

JSCL wrote:

Go contact TNT.

This is not my responsibility (see below). I did not contract them, I am not their customer, I did not even choose them. I have no legal recourse with them. When your new Dell computer arrives and the CPU is dead on arrival, do you call Intel/AMD, or do you call Dell?

So you're willing make loads of effort to contact PX as well as take the time to make a stink of it on the forum but you're not willing to make a single phone call or send a single email to TNT because it's 'not your responsibility'? Jesus, take some initiative man.

Remember when I posted this:

If you believe your consignment has been lost, please contact us to initiate the process to locate your item. Please mark clearly in the subject field of your email “TNT DIRECT CLAIM” to ensure a quick response from one of our Customer Service representatives, who will respond, in most cases, within two hours. TNT will investigate your claim and advise you within three working days.

Do it.

You haven't yet mentioned that you're located in South Africa so it's not as straightforward as shipping in the UK with a much higher likelihood that something happened to the package in question.

christhonie

Grill wrote:

Do it.

I have. In their view they have not received/collected the parcel.

jscl

This is not my responsibility (see below). I did not contract them, I am not their customer, I did not even choose them. I have no legal recourse with them. When your new Dell computer arrives and the CPU is dead on arrival, do you call Intel/AMD, or do you call Dell?

That's a warranty situation, you'd deal with Dell as you are their customer.

Receiving a package internationally is not the same as a domestic shipment. I've had this experience a million times. Say a package was shipped with USPS from the States to here. When it gets here, ParcelForce takes on the responsibility more often than not. I then have to communicate with ParcelForce. There's no use the sender communicating with USPS because once it's left the shores, they probably have no idea where it's at in ParcelForce's system. Just because they share a name, doesn't mean they're similar. TNT Express and TNT Post are different organisations under the same umbrella. You should really be contacting the receiving agent in your country. If that's TNT Post, then I'd get contacting them.

monkimark

Surely if TNT say they've never had it and Planet X can't even prove they sent it then it's down to Planet X to sort out?
I've shopped with them numerous times and only have good things to say but from what's been posted above, it seems like Planet X are responsible.

I guess that there's some kind of insurance with the tracked delivery that planet X should be able to claim against if TNT have lost it. The OP wouldn't be able to claim because they're not TNT's customer.

rolf_f

christhonie wrote:

jezzasnr wrote:

Quite happy to accept the cheap prices offered online...often a price to pay

I accept this. I then also feel obliged to name-and-shame if I am taken advantaged off. Should I turn a blind eye?

How many times have you (or anyone else for that matter) joined a forum solely to tell them that you received good service from a company?

Buckie2k5

I'am surprised to see people here getting on at the op for creating a "moaning" post. He ordered the bike 68 days ago and is only getting fobbed off via emails by the company. Emails were left unanswered for 18 days!!! They are responsible for ensuring he receives the item he does not need to waste his time chasing up TNT etc that is planetx job.

If he has received bad service from the company then he should have the right to rant about it. The companys are quick enough to only post good reviews about themselves.

slowbike

Quite frankly .... if a business hasn't delivered what it said it would within a reasonable timespan and is refusing to answer communications then I'd be finding a way to claw back the money.
In the UK that is mostly simple - CC payments can be clawed back by the CC company. I don' t know how the OP paid for the goods so have no idea what avenues are open to him.

We should all appreciate that things do go wrong with orders - either the incorrect goods are picked or the incorrect goods are packed in the right packaging or goods get broken or go missing in transit. The customer service isn't in the fault but how the claim is handled and rectified by the company.

Old_Timer

I never realized there were jobs here for complaining about things, I always thought it was on a voluntary basis. Agreed with the position that joining a forum just to complain and moan about a service or bicycle seller being poor form. I'd be all over contacting your shipper rather than continually using email with P-X. International shipping is tricky at best and you need to be pursuing the shipper directly.

Maybe you should use a local shop to buy, keeping your money in your neighborhood makes more sense to me. Is there some issue with shops in South Africa?