Planet X (UK) order mistake

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marc2131
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Postby marc2131 » 09 Aug 2014, 18:13

I bought myself a Stronglight Track crankset from Planet X in the UK.
Specifically asked for this with a 48T chainring. However when the parcel arrived the chainring was a measley 44T.

Sent a complaint to Planet X and got the following reply:
"Please accept my personal apologies for the wrong item being sent to you. We have just had a new system put in place that requires us to have the wrong item back to us before we can send the correct item to you, I understand this is far from ideal however if you could follow the link below and retur the wrong item to us we can then process this and rectify the issue by sending the right product to you".
:evil:
So I have to send this back to Planet X! I checked postage and seamail alone costs $20.45 and airmail $39.10. The whole crankset was $105.
Any suggestions? Never experienced this kind of incompetence before.

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jonboy
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Postby jonboy » 09 Aug 2014, 18:26

In my experience if the item you received is not as described / ordered (or faulty) then you aren't liable for the postage costs.

Other providers (e.g. Wiggle) give you a returns authority. In some cases you might pay the postage and have it refunded to you.

In one case with a local operation I paid the postage on a faulty light and they sent a couple of inner tubes as compensation.

Seamail might take 9 weeks. I suggest you email them with your expectations that you are sending it back via airmail and you expect a full refund for the postage and some communication when they receive it and despatch the replacement item.

In one case with Wiggle, after I emailed them a photo they said keep the faulty (Knog) light and they gave me a full refund.

Annoying for you...

timothy_clifford
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Postby timothy_clifford » 09 Aug 2014, 19:31


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marc2131
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Postby marc2131 » 10 Aug 2014, 18:15

Thanks Tim.
Was just keen to get back on the track. If anyone has a spare 144 bcd 48t or even 49 chainring, let me know.
Marc

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utopia
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Postby utopia » 11 Aug 2014, 12:05

Based on my experiences with these sort of stuff :

1/ Verify that Planet X will pay for the return by Registered post once you furnish them the details. Also ask for specific instructions what needs to be written on the package. (eg : “Returned Goods – Failed Sale” comes to mind )

2/ Send it back registered , take a photo of the registered item and reference number, receipt etc and email it to them.

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marc2131
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Postby marc2131 » 07 Sep 2014, 18:30

Thanks Peter.
Did what you said. Planet X agreed to refund the postage cost for sending it back to the UK. Sent it a month ago.
All a bit too quiet.

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utopia
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Postby utopia » 08 Sep 2014, 18:20

I would contact them and provide all the evidence , dates of ordering, dates of sending it back and ask them where is the refund and when are they sending out the correct item. Or, if you no longer need the crank, for a full refund + postage fees.

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marc2131
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Postby marc2131 » 09 Sep 2014, 11:10

Just started a Dispute Resolution with my bank. The bank was really helpful and said I can expect a resolution soon.

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mikesbytes
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Postby mikesbytes » 12 Sep 2014, 13:34

A lot of mucking around

Do you still want to borrow a chain ring?

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utopia
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Postby utopia » 13 Sep 2014, 21:53

I've ordered from Planet X several times before.
If you can share your order number or reference I would like to drop them a comment that their resolution process, for something stemming from their mistake, is intensely disappointing and hence they cannot be recommended.
Please PM the order number if you don't want it on the forums

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marc2131
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Postby marc2131 » 19 Sep 2014, 08:11


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mikesbytes
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Postby mikesbytes » 19 Sep 2014, 14:44

Guess that unbolting it made it a secondhand product

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marc2131
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Postby marc2131 » 21 Sep 2014, 18:13

Planet X claims to be sending the correct crankset to me now. This only happened after Peter/utopia helped do a complaint on FB. Prior to that they just ignored my emails. Had a look on their FB page and it seems this quite a common occurrence.
Bit too late for RAW but then there is 2015.


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