Planet X Sheffield

"if it looks too good to be true it probably is"

I have used planet-x last year for 2 orders both of which were hassle free & dispatched within 24 - 48 hours and great items.

Now for my 3rd order, hassle free and great items couldn't be further from the truth (also please grab a brew before continuing, you've been warned)

Placed an order for a rear shock, shows 2 in stock think great and the price is brilliant, about 40% of what other retailers have it for.

What is it the old adage says "if it looks too good to be true it probably is" and you would be correct in this instance (reward yourself with a biscuit for your brew)

On the Thursday evening (ordered before opening on the Wednesday morning) I phone to ask when it would be dispatched as was expecting next day delivery and for it to have been dispatched within 48 hours like my previous orders. Got told they had a sale on and so busier than normal, but should be sent Friday worst case Monday.

Monday evening comes around and still no order dispatch notification, phone them again (on hold longer this time as well) and get the same line about how busy they are with the sale, and say that that's great but there was a weekend in between and no one turns down overtime on a weekend to help clear a backlog, which should put you in a really good position for the new week, especially as you're really busy having a sale.

Anyway I digress, I get told they would try to get it out tonight but didn't promise anything (fine, setting reasonable expectations) if not would be 100% Tuesday as the pick order had been printed in the warehouse (I'm thinking great should have this by Thursday and setup for the weekends trail riding). Tuesday evening I notice my order is now back in a pending state, get told looks like there might be a stock problem, and they would raise an investigation to see if they could find some. I point out that when I ordered the item, the site said 2 and so didn't expect this to be a problem.

We now get to Wednesday and one again I phone up (any one else see a pattern to this communication) and ask for an update and get told that a search had been done and that they had nothing. Now remember I saw this at a great price, so this news was like telling me a family pet had just died, as now needed to stump up another £150-200 for the same shock from another retailer. I also feel sorry for the other customer(s) who is in the same boat as I.

Communication has been forced and one way, if I hadn't of phoned when would I of found out? As to take a week to find out that you have shafted me and now need to spend double for the same item is kick in the teeth. There is also only so many times the line "we are really busy due to the sale" washes, that line got old on the Monday night.

Oh and please get some more on hold music, when on hold for 15mins waiting it's like being waterboarded. I'm not asking for much just 5 or 6 tracks in the loop to make it a little less painful.

Utterly hopeless customer service. I ordered a part which it turned out they didn't have. Rather than tell me this they just sent me something different which was of no use to me. I had to pay to send it back. I'm still awaiting a refund for my postage. It's been a number of weeks since I sent it. NEVER AGAIN.

Avoid. I had a RETÜL bike fit here with the intention of doing a LEJOG on 200k+ days on a Gravel bike. The only thing they did was adjust the saddle and cleats. I ended up in a racier position than I started with. I since gone to Canyon. This was a highly pleasurable experience.

AVOID Please avoid this supplier. Ordered wheel covers as advertised for 29" MTB wheels and told to take the tubeless tyres off to fit in bag. And toughluck regarding postage costs for return. Basic attitude was "your problem, not ours" Wont be using them again.

bought a new planet x maratona bike excellent bike build quality spot on bike was ready on time picked it up from Sheffield store found staff knowledgeable and helpful would recommend

Had an excellent experience with the Planet X team today. Was looked after by James from the design team and his brother who were both very helpful, patient and keen to find me the best deal they could. Really pleased with the bike I came away with. Would highly recommend!

Shop here regularly (its 10 mins from me) and really want to like this place - they do have decent kit at decent prices, but staff can be a bit hopeless and the shop isn't really worth a visit except to view clothes or do a 'click & collect'. My biggest frustration is the volatile pricing, its like they dont know what their products are worth. On several occasions now I have bought stuff 'on promotion' (they send promo emails daily) only to find it goes cheaper after the promotion. I feel good when I snag a bargain but hate feeling ripped off and PlanetX seem quite good at creating both emotions. Still use them though

I live in portland Oregon and I ordered the planetx pro carbon track on the 22nd of may it arrived on the 25th of may... Great customer service the frame set arrived in perfect order. I can't wait to finish it and take it to the alpenrose velodrome!

Great store pitty it's a long way for me.

Caution! They charge up to 12.5% extra for using a cycle scheme voucher. I was not informed of this in the store whilst i was ordering!

Very underhand.

Placed an order very late in the year and still buying process was quick and efficient. After I paid for the bike I called to see roughly how long it would take for it to arrive and was told the first week of January, half expected as it was so late in the year! Planet x rang me up half hour or so later to let me know it went on the build queue and I could get it before the new year!! Was over the moon with this update and extra effort to get it done quicker thanks a lot would defo recommend.

Very disappointed with my visit. Visiting this store isn't an experience, my local bike shop has as much stock all be it not in a warehouse. I wanted to try some shoes on which I was able to do but after standing trying to purchase them for over ten minutes I left empty handed. The two staff serving were both dealing with custom bike orders and didn't even call for anyone else to come out to take my money.
To rub salt in the wounds I arrived home, looked on the web site and the same shoes were approx 25% cheaper on there than in store.
This store is not the great experience it's described as and unfortunately the level of service is way below expectations, beware travelling any distance to visit.