In a modern world where we shop from all over the globe we sometimes face different problems than shopping from the LBS. My recent online purchase of a bike from Planet-X's online store in the UK is one good example; when the goods go missing and you have to deal with a support team hiding behind an email system; things can become frustrating. My email is merely an example of what can go wrong and to also single out a vendor who I do not recommend you ever use based on personal experience. Planet-X have great products that are priced competitively, but you need to offset that against a disorganized company with really bad service. I placed an order 68 days ago; a bike, some wheels and odds-and-ends. The wheels have arrived, but the rest is still missing with no end in sight. 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." I have no contract with the courier, I have no recourse with them, nor did I even have a say in who they should use, although I had to pay quite a bit for the shipping. 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 I cam imagine that some of you are quite happy with their service. I can unfortunately not relate to such an experience; mine being one from hell. This is merely a warning to potential buyers when ordering online or speficially when dealing with Planet-X; please take this into consideration when buying from them - vote with your wallets. Support the LBS. Chris
