Reply from Planet Merch

Feb 20, 2024

Thank you for the review Sally. I'm not sure whether this review is referring to the service or the product, maybe it's both but we do appreciate that you've taken the time to leave some feedback. We hope that this means that we'll be getting some more orders from yourself in the not too distant future.

Reply from Planet Merch

Feb 20, 2024

Thank you Christopher. We're very happy to read your review. When items are coming from us, we always use Royal Mail Tracked 48 as it provides a consistent level of performance and protection that we just don't see from other couriers. We believe that the couriers that we use are an extension of our own service and they need to be on par or as close to the service that we aim to provide. We're glad to see that you're very pleased with both our service as well as that of Royal Mail and we are very much looking forward to your future orders.

Reply from Planet Merch

Feb 20, 2024

Thank you for the review, we really appreciate it. Not going to lie, am slightly offended by the website review. I've had a look at multiple larger competitors webstores and I've put a lot of work into getting to the same ball-park but I have no experience, so any pointers would be appreciated. Or are you secretly a web designer and this is an attempt at poaching some work? 🤣😂🤣 We are a small business (just Kimberly and myself) so to be mentioned in the same breath as a giant like Merchoid is rather flattering.

Thank you for following us on Facebook, we hope that you're enjoying the posts. I would like to point out that the packaging was slightly different than usual. As at that time, we did have an abundance of air-filled packaging from suppliers and we like to recycle whatever we can as long as it's still up to the job. We usually use void fill paper, it's a bit heavier but easier to recycle and we rarely have breakages with the packaging methods and couriers that we use.

We're very glad that your happy with your purchase and our service. Also, thank you for pointing out that we made the pre-order timings available on our website when you were making your purchase. We hope that we've managed to prise you away from Merchoid enough that we'll be seeing more orders from you in the future.

Reply from Planet Merch

Feb 8, 2024

Thank you Becky. We're pleased that you're happy with the quality of the item. Glad to hear that you find our sizing options and that the delivery was done in a timely manner. We look forward to you returning for some more merch in the future.

Reply from Planet Merch

Feb 8, 2024

Thank you Samantha, we really appreciate the review. It's no problem at all, we're very happy to oblige. Fingers crossed it'll only be a week or two and we'll be able to get your order fulfilled. Thank you every so much for your patience. We hope that this means you'll be back to make another order in the future and hopefully you won't have to wait as long for that one.

Reply from Planet Merch

Jan 30, 2024

Thank you for the review Kate. We're very pleased to hear that the table got to you quickly and that you're happy with it. We look forward to you choosing us again in the future.

Reply from Planet Merch

Jan 28, 2024

Thank you for the review Paul. Apologies again for the mix-up with the incorrect size being sent. We're very happy to hear from you that despite this issue we've provided you with an excellent service to resolve it. We very much look forward to you returning to us in the future.

Reply from Planet Merch

Jan 27, 2024

Thank you Ainslie. We're so pleased that you're happy with the quality of the items, that's why we chose that supplier. Also good to know that you felt the communication was good. We hope to have you back again soon.

Reply from Planet Merch

Jan 27, 2024

Thank you for the review Jill. We're very happy that you've decided to leave this review despite the issue with the hoodie, we have received it back today. We've already ordered the replacement and I hope that our supplier still has them in stock when they come to picking our order. We'll keep you updated either way and I hope our service we'll mean that you'll come back for more in the future.

Reply from Planet Merch

Updated Jan 28, 2024

Thank you for the feedback Ciaran. I'm sorry that you feel that you were somewhat misled when making a purchase with us. We have taken multiple steps to make everyone aware of our processes before they commit to a purchase as we want to be open and honest about how we run our business.

I can confirm that the particular item was marked as 'Order In' on our website when you made your order. Meaning that the item had a label on the image stating 'Order In' on any page outside of the product page. On the product page there were multiple indications to the item being 'Order In'; a banner above the product, the first bullet point just below the price, a 'Shipping Information' drop-down and a scrolling banner that states 'ORDER IN ITEM'.

As well as all of the above, the delivery option states '2-3 days from dispatch'. We use 'from dispatch' as we sell products with different levels of availability and need to accommodate for them all whilst keeping our shipping uncomplicated. Had the item been 'In Stock' it would've been dispatched either the same or next working day. Due to the contracts we have set in place with our couriers, we pay by average and not individually on our parcels. This is why we've set a single fixed shipping price for all of our products as it costs us the same regardless of what is being sent. It also keeps it simple for everyone but we do waiver this cost when an order is over £50.

We utilise the 'Order In' process as it allows us to offer a much wider range of products without the overheads required to stock the items. This means that we can pass the savings on to customers, that's why the hoodie you purchased from us is over £10 cheaper than many other retailers. We believe that this is a fair compromise for the wait. Unfortunately, our business isn't at a stage where we can offer the best of both worlds but hopefully that'll come in the future.

To be fair, your order did take longer than it normally would for a number of reasons. We did order slightly later from our supplier than our usual routine as we'd gotten out of sync following the Christmas period and supplier closures. Our supplier also took longer than normal to dispatch our shipment, as they were still playing catch-up following their closure. We also received our shipment from them on a Friday which meant your order wasn't dispatched until the following Monday. Then to top it all off, Royal Mail took five days to deliver instead of 48 hours. I'm not sure if this had something to do with your location. Collectively these delays did make a massive impact on the timeframe taken for your order to get to you and I'm sorry that it took as long as it did.

If you have any suggestions on how we could improve the visibility of the 'Order In' process we'd appreciate them sent to contact.us@planetmerch.com. We hope that despite the confusion and delay, that you're pleased with the product. Now that you're aware of our processes, we also hope that you'd be willing to give us another opportunity so we can show you what a great company we are.

Reply from Planet Merch

Jan 27, 2024

Thank you for the review Mark. We're very pleased that we provided you with a service you deem as excellent. We really appreciate the recommendation and we hope that you'll be back soon. We've just added some new Original Stormtrooper merch due for release in the summer that's available to pre-order now.

Reply from Planet Merch

Updated Jan 17, 2024

Thank you for your feedback Stuart. We're very happy to hear how pleased your girlfriend is with the bathrobe, not so much about what you think of our service. I'm sorry that we couldn't get it to you in the time that you'd expected it but as I'm about to explain we didn't promise this timeframe.

This particular item was part of our 'Order In' range and this process is advertised in several places across our website and several times on the product page. As these banners, notifications, etc. inform potential customers that these items need to be ordered in from suppliers as they're not in stock with ourselves. Due to the timeframe required for this process we had a guaranteed Christmas delivery cut-off date of the 11th December that orders needed to made by, this was also advertised in several places.

Unfortunately, as you ordered on the 16th, you missed this deadline and we didn't receive your item until the 22nd December. Considering the time of year and the workload of our supplier, we did receive this incredibly quickly and we weren't really expecting it until after Christmas had passed. Despite this, our shipment was received in the late evening on the last working day before Christmas and this is why your ordered wasn't sent out until the 28th.

The 3-5 days postage that you paid for was "2-3 days from dispatch" it's the only option we have available at this time, as we offer a wide range of products with different availability; in stock, pre-order, order in, etc. We use "2-3 days from dispatch" as the delivery service we use is usually only 2 days once it's been sent out. Due to the varying availability of the items we offer, the dispatch time is the variable but as previously mentioned all this information is there for each type. Had this bathrobe been in stock with ourselves it would've been sent out the next working day (the 18th, which was our cut-off date for in stock items) and you'd definitely of had it in time for Christmas.

We make all of these processes completely clear in as many places as we can, we're 100% open and honest about them. We're not trying to trick people into believing that they'll get something within a timeframe different than what they actually will. All we're trying to do is offer the best possible service that we can, with a range of products that we're proud to sell in a simple, straight-forward way. To be able to offer this we can't keep everything in stock, the overheads are just too high for us right now as we're only a small family run business. This can make things a little complicated but we've taken many steps to make this process known and in an understandable way that works for all, or at least as many as we can.

I can only offer my apologies that our current state of this process wasn't able to make you aware to it. We'd really appreciate any feedback on how you think this could be improved or changed so that we can take steps to avoid situations like this in the future. If you could email it to contact.us@planetmerch.com that would be great.

Reply from Planet Merch

Jan 27, 2024

We really appreciate your review Geannette, thank you. We're very happy to hear that our delivery service and packaging are performing as they should. It's good to know that we're competitively priced against other stockists. Thank you for the recommendation and we hope that it means that you'll be back in the near future.

Reply from Planet Merch

Jan 27, 2024

Thank you Bernadette. We're glad that you found our customer service quick and that you're pleased with the item. We really appreciate the review and hope that you'll return to us soon.

Reply from Planet Merch

Jan 27, 2024

Thank you for the review Andrew. We're happy to oblige in saving Christmas, we hope that the gift was well received. It's good to know that our prices are competitive and that our delivery service was ahead of all others. We hope that the service will mean that you'll be back again in the future.

Reply from Planet Merch

Jan 27, 2024

Thank you Amy, we really appreciate the feedback. We're happy that you're pleased with the service and the item, glad that we got it to you in time for Christmas. We hope to have you back soon.

Reply from Planet Merch

Jan 27, 2024

Thank you for the review Alison. We're glad that we got the issue resolved and a couple of replacements sent out. I now make sure to check that every pen has an actual pen inside the casing. We look forward to you returning in the future.

Reply from Planet Merch

Jan 27, 2024

Thank you for the review and the recommendation Phillip. We're very glad to hear that you're pleased with the service that we provided. We hope to have you back again in the future.

Reply from Planet Merch

Jan 3, 2024

Thank you for your order and the review Tracey. We're glad to hear that you're happy with the item and service despite the delivery time. The reason that the item took 10 working days to get to you is that it was part of our 'Order In' range and it was labelled as this when you ordered it. Unfortunately, this range can't be dispatched immediately as it needs to arrive from our supplier. This is why it states '2-3 days from dispatch' in checkout as not everything is readily available (Pre-Order, Order In, etc.) and we have to accommodate for this as well as our in stock items. However, once it is dispatched orders tend to arrive, yours arrived 2 days after it was sent which we believe is quite reasonable.

So, please accept my apologies that we didn't get the t-shirt in the time that you expected to receive it by. We do make all efforts to try and make our processes as obvious and clear as we can before customers commit to a purchase. If you have any feedback on how we could improve this we'd love to hear it as it only helps us in the right direction towards our goals, please send it to contact.us@planetmerch.com if you don't mind doing so.

We look forward to you returning for some more merch soon, we hope that we can get it to you a bit quicker next time and Happy New Year.

Reply from Planet Merch

Jan 2, 2024

Thank you for your order and the review Paul. We're very pleased to hear that you're very pleased with the item. We're glad that you felt your enquiry was dealt with in a timely manner. We look forward to you coming back to us soon, perhaps for your own bathrobe 😉😉
and Happy New Year to you.