I'm not sure whether it's strictly a customer service issue, but I got annoyed with them late last year.
My wife and I had decided to buy a budget turbo trainer, and I ordered a half price one in a sale on PlanetX, on a Sunday evening. I went downstairs to tell my wife, to find she was coming up to tell me she'd just agreed to buy a (better) one on Facebook marketplace! No problem, I thought, I'll cancel the PlanetX order (as is my right) - the order status was still at the earliest stage.
Several problems:
- There's no way to cancel an order, and sending them a message via the website was the only way to contact them.
- You have to pay for postage if you return an item for any reason. That costs a small fortune for a turbo trainer!
- When I finally got in touch with them, they basically said "Tough - you can't cancel an order - you have to wait for it to be delivered then pay to send it back". By then, it had arrived, so was too late. I probably should have rejected the delivery, but I expect getting a refund would have been difficult in that case!
I probably could have contested it, as I'd instructed them to cancel the order
way before they were close to shipping it, but it didn't seem worth the hassle. It's put me off using them, though, as they showed no flexibility and, frankly, I don't appreciate the attitude of "Don't care - those are the rules".
