Planet X Head Office *Duplicate Listing*

Good bikes at reasonable price, but not great customer service. They took away a discount overnight (bad luck) for something in my basket so I was charged full price. Upon realising this there was no ability to retract/revise order on website (and no phone contact for customer services) from instant it was placed (despite warning that if not done so before bike assembled you will be charged set up fee). After requesting refund it took a week for a reply. They then informed me it had been done and so I requested a different bike on sale. Two weeks later and two further emails without response there has been no refund for initial purchase and unhappy with readiness/quality of bike received. Refund eventually received few weeks later.

Ordered a Planet X Tempest Titanium with upgrades, website said it'd take up to 21 days to arrive, took 6 days! Bike is absolutely amazing to ride & all set up perfectly! Have also ordered multiple times for small orders of components, lights, tubes etc & everything has always turned up on time & spot on. Had email from them to make sure everything was alright & that I was happy with my bike. Really don't understand all the 1 star reviews as I personally have never had a problem with anything from Planet X. As for the idiots banging on about cheap Chinese frames, where do you think the likes of Giant, Trek etc get there frames made now? China & Taiwan!!! The quality of finish on my titanium frame is second to none. Couldn't be happier & will definitely be using Planet X again

Extremely positive experience with Planet X. I purchased a bike from them shortly after received an email that my bike was due to be built 2 days later. The next day I received a phone call from Evan, one of their customer service advisors. He informed me the bike was already built a day early and would be with me the following day. He ran through the spec and asked me if I was happy with it all, and then sent me an email with a picture of the built bike before it was packaged for delivery. It was delivered the next day - super speedy! Evan was quick to answer emails and kept me updated on the tracking as it progressed and answered any questions I had. All in all a really excellent customer experience and I will definitely be buying from them again.

I dont understand why people rated 1 Star. Maybe, a year ago the Service was Not as some people wished. Maybe Planet X invested in their customer Service capacities since then. I have no other explanation for the Bad ratings...Because in April 2022 i got the Best customer Service that i ever had with a Company. We had a Mail conversation of 30+ Mails because i ordered from Germany and the brexit/custom issue brought many question to me. The guys from Planet x made anything possible, even if it took a lot of time...My only Real problem" Was

Can't even be bothered to go into it. Suffice to say, all the negative reviews you read here are true.I had wanted an On-One bike for years and finally decided to get one. It arrived damaged due to poor packaging, and after the headache & stress of trying to deal with their customer service I will never buy from them again. They have an excuse for everything, will not acknowledge any issue on their behalf despite having no means of contacting them direct.Have since bought from a lovely independent bike shop who have bent over backwards and given great customer service.

In my experience Px has always been nothing but positive. Just bought ANOTHER bike and Alex who dealt with my order kept me up to date and answered any query I had. What more can I say! This is not a bike review just a review of the service. IMO the quality of the bike is a given. Check out on YouTube re: Titus. People better qualified than me will tell you all you need to know. Proud to display the Px Badge (on my Tempest) alongside my Italian exotic branded bikes.

Don't often leave reviews, but the team at Planet X deserve credit. I've been a customer at Planet X for 18 months now since returning to cycling. I bought a London Road, which has been flawless and I've used it on road and gravel trails, a great multi purpose bike at a super price.In those 18 months I've also been buying products from Planet X such as work stand, tools, clothes and cleaning products etc all have been great and super value for money.I feel they have earned my trust with their great products, no fuss service and customers care, so much so I have just ordered The Tempest gravel bike from them. I had a few build queries, that I wanted advice on, sent an email to their support team and they got back to me almost immediately to address my query and help me make my build decisions.Best thing I can say, as a typical fussy cyclist, I never have an issue with Planet X; it's all straight forward and hassle free, their products do what they say and more, and the support team are fantastic.Thank you all at Planet X.

If I could give a zero score I would. Was really enjoying my new space chicken gravel bike but suffered a crack in the front wheel at the rim joint. Not a fault of Planet X but I’ve been waiting nearly two months to have it collected and have been unable to use my bike. I have sent approx 25 emails (phone lines always busy) and I’m going round in circles. Is anyone in Planet X listening?? Please help. If so I’ll update this review accordingly, if not I’ll be posting again to advise everyone of the non existent customer service by Planet X!

I have used Planet X/on one since the days of the first inbred frame (15+ years) and have personally never had a bad experience. Products always excellent value and good quality. Recently bought a Titus Goldrush frame. This is not a stock item but they were very quick to provide me with a price for just the frame. Absolutely stunning quality, but I wasn’t sure on size so ordered a medium. It arrived really quickly, built it up and took it for a spin. It was too small! I contacted them, explained that I had built it an ridden it, they asked me to post it back so they could inspect it. I did this and on the same day they received it, they called me to say they were happy to swap it for a large frame. Absolutely brilliant customer service and communications.