Planet X very impressive customer service.
jonathan2
Posts: 78
Hi, as I read so often on the forum negative comments about bike shops I feel it suitable to mention my positive experiences with Planet X.
In short, I ordered a frame from their clearance range - upon its delivery (for which the delivery company texted me in the morning giving me a 30min delivery window which they met) - I noticed some slight damage. Emails followed. All my emails were answered fully and very quickly - never longer than 24hours and often within an hour.
Throughout the communication they were very helpful and an agreement was reached that provided a win win situation.
I would like to thank them but also recommend them as a company with good / excellent customer service. And I don't work for them (I live near London) - just think it is important to give credit where credit is due.
In short, I ordered a frame from their clearance range - upon its delivery (for which the delivery company texted me in the morning giving me a 30min delivery window which they met) - I noticed some slight damage. Emails followed. All my emails were answered fully and very quickly - never longer than 24hours and often within an hour.
Throughout the communication they were very helpful and an agreement was reached that provided a win win situation.
I would like to thank them but also recommend them as a company with good / excellent customer service. And I don't work for them (I live near London) - just think it is important to give credit where credit is due.
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Comments
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Can I ask what the resolution was?
It just sounds very strange that you're praising a company for supplying damaged goods - that doesn't encourage me to go and buy a Planet-X really.
Was this damage caused in transit??0 -
Wirral_Paul wrote:Can I ask what the resolution was?
It just sounds very strange that you're praising a company for supplying damaged goods - that doesn't encourage me to go and buy a Planet-X really.
Was this damage caused in transit??
Mercedes SprinterI'm sorry you don't believe in miracles0 -
I think with P-X the customer service is very dependent on who deals with the problem. Their Bike to Work guy for example is a total waste of space, but some of the other guys are excellent.More problems but still living....0
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Hi,
The item was a used item and the issue was that I would not have described the item as excellent due to some marks. (planet X had described the item as excellent). They had not noticed the slight damage. I agree that this was not ideal and boils down to what can be described as 'excellent'. However, atleast 3 different guys replied to me throughout my 'emailing' (as mentioned above - very quickly and very helpfully).
The point being - I was not a happy bunny, but due to their customer service, I became a happy bunny!0 -
Forgot to say, the resolution was that I would return the item and recieve the same item but brand new and at a discount.0
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Planet-x have been spot on with me, especially with the set up and delivery of my bike and also returning and swapping jerseys etc if the sizing has been off (so i told myself). Sounds like it depends on who you get at the other end of the email.0
