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Hi everyone - Just thought I'd see if anyone has experience with Planet X and what they thought of their customer service? I've seen mixed reviews but after buying a bike from them, have found the customer service from start to finish absolutely shocking. They are just so unhelpful even to the point of being rude and that's only once they bother picking up the phone, I've sat on hold before for 10 minutes before giving up... While on the subject, I've just got the Pro Carbon with Ultegra... It's amazing. Anyone else got one? What did you think??

16 comments

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Super Domestique [1596 posts] 2 years ago
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Aren't they linked to On-One? I've read some customer service horror stories on stw about them.

If they are linked, then can't say it's a shock. That said my dad has planet x wheels and bought tyres from them ok.

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MarcMyWords [71 posts] 2 years ago
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Hey - Yeah, they are the same company I believe as they have all the On-One stuff on their website. It's unbelievable, I was spending £1k on a bike and called to ask for size advice, the guy was just like, 'Yeah, a Large frame will be fine, go with the 100mm stem, that's the standard...' Couldn't wait to get me off of the phone. I got the bike, rode it up my road to test the size, called to see about an exchange and the guy basically told me to bugger off as it had been 'ridden' and so was now considered 2nd hand. Seem like great bikes but their customer services is a bit of a joke outfit. I won't be a returning customer.

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Super Domestique [1596 posts] 2 years ago
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Thinking back, I'm pretty sure they sent the wrong inner tubes he ordered and when he rang up they just told him to buy more!

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PJ McNally [591 posts] 2 years ago
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Never had any trouble with Planet X.

Not that I've bought a bike from them, but for spares and merino arm-warmers, they're great.

Their business model is sort of "pile em high, sell em cheap" as far as I can tell. Which is no bad thing when you're buying 5 inner tubes, 2 tyres, or a hat! (Or those excellent arm-warmers - have I mentioned those? Best purchase ever).

If you want great service - that's what your LBS is for. My last 2 bikes have been from the LBS and the after-sales service has been very good.

If you know exactly what you want, what frame size, what stem, then by all means go to Planet X for your next bike. But I think it's a bit much, to expect LBS-level service at bargain prices.

Basically - use your LBS, people! Or else it'll close, and all that'll be left is Halfords.

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bashthebox [751 posts] 2 years ago
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I think they're great, as long as you accept that they're a cheap place to buy bikes. You wouldn't expect the same service you get in tesco as you get in your local posh deli , would you? Accordingly in tesco you save money for similar products. Products may be slightly inferior.
I've bought loads from Planet-X and have been happy. My bike's a Pro Carbon, but that was second hand so didn't have to deal with service for that.

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ilovemytinbred [161 posts] 2 years ago
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In the past I have had quite a few dealings with them and they have been good. A bit slow sorting out a warranty issue, but on the whole they have been fine.

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MarcMyWords [71 posts] 2 years ago
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Interesting thoughts and it's good to hear some counteractions because every company will have a mix of happy and unhappy customers. personally, I think that anywhere providing a service of any kind regardless of what price you're paying, should provide the highest level of customer service they can achieve, that's how you get repeat customers. Although what they sell for the price is 'cheap', £1k is a lot of anyone's money and should be treated as such by the company. Personally, I won't buy from Planet X again and when you think about the amount you buy for your bike on a consistent basis, too many customers feeling like me will have a very negative effect on their business so surely worth them improving on?

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Yorkshie Whippet [514 posts] 2 years ago
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You pay for what you get, excellently priced products. Having been to the showroom, unless you are spending several thousands, the customer service is lacking shall we say. Slightly better than Halfords or Evans. There again I've had shocking experiences with LBSs, loosing parts I've supplied, the price doubling on a wheel build, finding out that they simply ordered from Chain Reaction/Wiggle and added 25% on the top of the full price.

As I've said on other threads, too many businesses are looking for that big ticket sale rather than focussing on repeat trade.

Low price, good value for money product or good customer service. Choose two!

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yarman [19 posts] 2 years ago
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I've always had good experience with Planet X. Recently ordered shoes from them - ended up getting 3 pairs to get the right size. Had no trouble returning them and getting refunded. Didn't even have to pay postage for the returns!

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msw [113 posts] 2 years ago
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I had a Pro Carbon with Dura-Ace which was sadly nicked a few years ago... amazingly fast (too fast for me).

I have to say I had great customer service (by email though rather than phone - perhaps that's the trick). Before advising on size they asked for a picture of me on my current bike, then for some measurements, and gave me good advice about what to choose. After it arrived I had a question about the carbon layup in one area and they again asked for photos and got feedback from the manufacturer.

Later on had some questions about their wheels, same thing - helpful prompt emails.

This was a couple of years ago now but I suspect it's the same as many bike shops - it's slightly pot luck depending on which member of staff you speak to. My closest bike shop is an extremely LBSish LBS - custom frames, big workshop, mystical wheelbuilders, owned by the staff - and some of them are great while others are just grumpy feckers.

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hairybiker [12 posts] 2 years ago
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Looking for a new bike for my wife and thought that their Ultegra deal for less than a grand looked the biz. Unfortunately the response to the e-mail I sent regarding frame sizing and delivery was only partly responded to (RTFQ as my instructers used to say) so rather than mess about trying to get clarification we bought from someone else.

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MarcMyWords [71 posts] 2 years ago
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Wow, that's the type of experience I wish I'd had. It really does sound like a situation you have with any company, it's down to who you get on the day, what you're asking etc. Sounds like me and a couple of others in here were the unlucky ones! However, I am lucky in the fact I get to ride their Pro Carbon, it's a beaut. I just won't be rushing to spend anymore money with them.

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carlosjenno [44 posts] 2 years ago
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I know it's an old post, but I just thought I'd throw my two penn'orth in. I've just taken delivery of a Pro-Carbon Ultegra and the customer service I've had has been second to none, absolutely brilliant from start to finish. I've just ridden the bike for the first time today (was delivered Saturday) and I'm massively impressed. It's an absolute missile, can't wait for spring...

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Gareth W-R [40 posts] 2 years ago
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I have had no problems with them at all when it comes to phone customer services. Email on the other hand seemed to take forever and several emails to get a response. Some of the descriptions on their site are a little misleading but always seem value for money.
I have to say that I cannot wait to build up my rt58 ready for the summer, frame and forks are awesome and light for the money.

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William Black [193 posts] 2 years ago
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Remember they are from Yorkshire...they have a lot of evolving to do.

I'm on bike three from them (but then again I know how to find out -all by myself no help-what frame size I need  13 ) always good, had to take files to the mountain bikes to do some of the finer points of finishing but that's all simple stuff.

The funniest encounter I've had was I bought 2x ESI Grips off them so whoever picked my order did quite literally send me two grips! Quick email saying they had got the order wrong and then they sent out my original order of two pairs...twice, I can't complain with that!

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CanAmSteve [248 posts] 2 years ago
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Used them a lot for accessories and clothing and the prices are good and orders have been sent promptly. They have keen prices and weird clearance items (like quill stems that they don't even appear to carry normally) at even better pricing.

I've not bought a bike from them but would be tempted if they carried larger frame sizes (ones I've looked at ran out about 58cm).

I agree if buying a bike you want better attention to the small things - esp. from an online dealer. That said, you can always go to Evans and get shocking service in person  1 My wife just dropped in to her local (to work - central London) Evans to get the instruction manual for her new +£1K bike - they gave her the manual for a completely different brand when she picked it up, didn't have it fully built up (clipless pedals not installed, and this was 48 hours *after* they said it was ready) and she had to beg them to adjust the saddle to her height.

They said they would post the manual, and she called to remind them, but it never came. I think their motto is "We cashed your cheque, p*ss off!"