On-One / Planet X bikes and components

You'll be lucky to get what you order anyway, then you'll have a load of hassle getting a refund.
Buyer beware.

Yeah I'm looking at other options at the moment - Never used them before so don't know what there like

Iv never had a problem with them. If your in london maybe see if you can buy online then pick u from their shop in whitechapel?

They've always been good to me. Plenty of bargains. Fast dispatch.

I do get the impression it's sort of run on a shoe string. Some of the info in the descriptions isn't right. Some items aren't in the categories properly (miche hubs for inststance) so you find yourself digging through, second-guessing where shit has been placed and asking yourself 'is it a Road item (planet x) or FIXEH item (on one?).

They should have taken a min and thought about their brand architecture years ago. Would have saved them a lot of work. I guess they were too busy designing and sourcing fucking ace bikes. Which is a good reason. :)

They used to be good. Good sales and fast delivery.
It's just recently everything went tits up and you'll be lucky to solve any problem through email.

I guess they were too busy designing and sourcing fucking ace bikes. Which is a good reason. :)

Too busy, I guess.
Yes, they have good frames with great price tags, but they don't seem to know what parts will fit them anymore. And the return procedure is awkward.

I still hope they will catch up soon or a later and proof they're more than just bicycle retailer.

Victims of own success maybe? seems demand has outstripped their ability to supply in the exceptional way they did a few years back, pace of growth too fast to sustain service levels.

Would guess it's still the minority that experience problems tho, just the effect of reporting bias making it seem like everyone's pissed off with PX.

Happy people don't report back.

But to be honest, you can't really tell how good customer support is if everything goes according to the plan.

I've had a few dealings with them recently and they seem to wait for you to push them for communication etc. rather than contacting you automatically. This happened when there was a delay with my order and I'd heard nothing for 2 weeks. When I rang them, it turned out they didn't have the ordered saddle in stock and were unlikely to have them for 4 weeks. I was immediately offered a free upgrade and it was all delivered 2 days later. I was a little pissed off that I could have waited for over a month had I not contacted them but ultimately I ended up with a better product than I'd originally ordered.

Moral of the story, don't wait for them to contact you, ring them immediately if you think there is a problem and you may get better service than you thought.

If I want a chat I call my mum.

Not sure the lush has her number though.

You'll be lucky to get what you order anyway, then you'll have a load of hassle getting a refund.
Buyer beware.

this.

ordered crabon rims and hubs from them and to add insult to the injury (the rims were rubbish quality and full of flaws like metal shavings mixed in with the resin?) I had to chase them for weeks to get refunded, which only happened when I spat my dummy out.

Cheap crabon rims no.

Dummy spittle yes.

They once sent me a crankset which looks as though it had done 200+ miles. Loads of chips, and taper wear. When i mentioned it they said it was the manufacturers fault. Funny, as i had had a few pairs of said cranks before, and they were perfect, these were battered. Also cracked a cone nut on a new hub when putting the wheel on, I agreed i may have tightened them a lot, despite the fact i used a 4" adjustable, and i agreed to pay for a replacement nut. They never got back to me despite a few emails and a question on the review section of said hub.

I'm having a few issues with Planet X myself. Caved in and treated myself to a ti cross (Van Nicholas Amazon) frame because 1) bargainous 2) more importantly, looked lovely and had shiny, sexy 'v's in the drop-outs. Frame arrives, no sexy dropouts. I've queried this and it turns out that the frame they used for the website pictures was the only one like that that they had and the frames they have been selling have been of a different design. Am disappoint. Probably going send it back. Not impressed with seemingly dodgy legality of wrong description of goods. Not even a disclaimer to say that frames may differ slightly to that illustrated.

Think they need to get someone to proof-read the website too as I found one or two basic errors without trying (one of the other frames I was looked at had mistakes in the sizing info).

Pah.

I'm 50:50 on PX. Had stuff that's mega cheap and been fine, had stuff that's been expensive and wrong. The latest was a set of cantis that came with half the fittings missing. Email was answered quick enough, but took and age to actually get the replacements.

I'm waiting for the new Kaffenback - still no announcement.

I'm having a few issues with Planet X myself. Caved in and treated myself to a ti cross (Van Nicholas Amazon) frame because 1) bargainous 2) more importantly, looked lovely and had shiny, sexy 'v's in the drop-outs. Frame arrives, no sexy dropouts. I've queried this and it turns out that the frame they used for the website pictures was the only one like that that they had and the frames they have been selling have been of a different design. Am disappoint. Probably going send it back. Not impressed with seemingly dodgy legality of wrong description of goods. Not even a disclaimer to say that frames may differ slightly to that illustrated.

Think they need to get someone to proof-read the website too as I found one or two basic errors without trying (one of the other frames I was looked at had mistakes in the sizing info).

Pah.

Yep, both Amazon and Pioneer are last year's models.
Strangely enough my one was the new ones with a different headtubes to the one on the photos (which are of a couple of different models) semi-integrated headset, but I bought all the wrong parts, because of the wrong description on their website.
I contacted their customer support about it few times and eventually they replied that all the descriptions will be corrected (well, they're not). It's all bit to messy for my liking.
I was even thinking about sending my Pioneer back and getting Amazon instead, since now they are cheaper (previously my size was £849), but I can't be bothered, as I've built it up already and got the 26" wheelset.

I'm still waiting for the refund - two weeks after returning both headset and the fork. At least they've confirmend via email, that I will be getting it within 3 to 5 days.

And as for the sizing, my frame is 55. Unfortunately it's very big - almost too big for me.
I've checked the sizing info and geometry on the Van Nicholas' website (Van Nicholas told me the frame which fits me should be 54cm), and - despite normally riding 56cm - I should go for 52cm in Pioneer or 56 in Amazon.
55cm Pioneer would be 58cm x 60cm in real life. Pity that wasn't mentioned on the website. 60cm effective top tube it's almost XL frame.

Sorry to hear about all the aggro^^.

Happy people don't report back.

I'll do so. I ordered some bits from the sale on Friday, and they were trying to deliver them, unexpectedly early, on Saturday.
I was able to ask on-line for a delay 'till Monday, and the parcel arrived within the hour they had specified, full of goodness.
Only used them once, but would do so again.

I'm still using them. Can't resist the bargains.

plan ahead and get the smart 10 lux front / 1/2 watt rear light sets from px at a tenner a pop ready for winter. ideal for use in the city.

^ got a 35 lux front light for £15 from them. Its fooookin bright, was a good deal to be fair.

never had a problem with planet x ! good bikes good prices swift delivery :)

OK, I've just got the refund.

Almost good. Almost, because it for one item only and I returned two. And it doesn't cover the costs of postage.