Reply from Planet Merch

Oct 28, 2023

Thank you for the review Chris, we really appreciate the feedback. Apologies that we couldn't get you the t-shirt that you originally ordered, but we're glad that we managed to get you an alternative you're happy with. We hope that you'll be back again for more merch.

Reply from Planet Merch

Oct 14, 2023

Thank you for your purchase and the review Radu. We very happy that you've described our service in this way and continue in our aim to always provide this level. We're very sorry that we couldn't get you one of the patches that you'd ordered. As sod's law would have it, our supplier has now just replenished their stock of them and there's plenty available. We hope that you return to re-order it and maybe some other Judas Priest merch before the new album's released. 🤘

Reply from Planet Merch

Oct 13, 2023

It's lucky he's an Iron Maiden fan otherwise an undead samurai may have got a very different reaction 😂 We're very happy that both you and your partner are amazed by the bust, they are some stunning pieces of craftsmanship. We hope that you'll be back for more Iron Maiden merch in the future and maybe also give your partner a nudge to return the favour 😁 Thank you for the review.

Reply from Planet Merch

Oct 13, 2023

Thanks for the review Micheal. It's good to hear that you felt up to date with your pre-order and so sorry that it was delayed. Unfortunately, the dates set and given are out of our control and can be change by the supplier/manufacturer at a moments notice. I hope that it won't put you off from choosing to shop with us again in the future.

Reply from Planet Merch

Oct 13, 2023

Thank you Stephen. We're glad that you're pleased with the items and that they got to you safe and sound. We're so sorry for the delay in delivery. Unfortunately, the bottle stoppers' release was delayed and meant that your delivery was held back a bit. Thank you for your purchase and we hope to have you make another purchase with us again soon.

Reply from Planet Merch

Oct 13, 2023

Thank you Gaynor. We're also very impressed with the quality of the Lisa Parker items. Kimberly is slowly filling our home with them and apparently I need to put up more shelves. It's very pleasing to know that you find our service great and we'll do all that we can to keep it that way. We very much hope that return to us for you next Lisa Parker order.

Reply from Planet Merch

Oct 13, 2023

Thank you for the review Sophie. It's great to hear that you like the quality of the product, we're very happy with the company that supplies them. It's also good to hear that you're happy with the shipping. The clothing from our 'Order In' range is now being delivered even quicker than before so we hope you'll be back for more Foos merch soon.

Reply from Planet Merch

Oct 13, 2023

Thank you very much Yvonne. We're glad that you've rated our service so highly and that very pleased with the products. This year seems to be the one for a Gremlins themed tree, we can't wait for Gremlins 3 this Christmas. We'll be sure to keep the prices as low as possible and the service as high as possible. Hope to have you return again in the future.

Reply from Planet Merch

Updated Sep 12, 2023

Thank you for the review Nonie. It's good to hear that you're very pleased with the t-shirt. We're very happy with the level of quality that this particular supplier provides with their products. We'd very much appreciate it if you'd care to share what we could have done differently to earn a 5-star review from yourself. Whatever the reason we hope it's not put you off from shopping with us again in the future and that you'll be back soon.

Thank you for taking the time to leave the additional feedback. We completely understand this due to the wait. We offer the 'Order In' range so we can offer a huge variety of products that we currently aren't able to stock ourselves. This range also keeps our overheads lower so we can pass on the savings to customers and we utilise it with a number of suppliers. Unfortunately, with this particular supplier (which is still relatively new to us), their minimum order requirements and turnaround times are causing orders to be fulfilled longer than we'd hope at this time. However, as we increase the range from this supplier and more items are ordered we can assure you that this process will only improve in speed. As well as this we'll also be expanding our 'In Stock' range so there'll be much more available for immediate dispatch. Thanks again for leaving the additional information, we very much appreciate it.

Reply from Planet Merch

Sep 9, 2023

Again, thank you for the multiple reviews and the multiple orders, we really appreciate all of them. Very happy to know that we're keeping the service consistent across all of your orders.

Reply from Planet Merch

Sep 9, 2023

Thank you Louise. It's good to know that you felt sufficiently updated about your pre-order. We do slightly over-estimate release dates to account for the time it takes our suppliers to process their shipments and then dispatch the items to us. Nevertheless it's fantastic to hear that we got it to you ahead of the time you expected. Hope to have you shop with us again in the future.

Reply from Planet Merch

Sep 9, 2023

Thank you very much Keren. It's very pleasing to hear about how happy you are with the products that we sell. I'm glad that both items got to you ok and quickly. We're very happy that you find our customer service great. We hope that you hop on our store again for some more orders in the future.

Reply from Planet Merch

Updated Sep 9, 2023

Thanks Stuart. We don't like to make people wait but we also want to get pre-orders available for customers as soon as possible. We're happy that you've chosen us to shop with us multiple times now. We like to think that we're doing all that we can to make our prices as low as possible and it's good to hear that you think so too. It's also good to hear that all your orders have been delivered safely and in a timely manner. We're sorry to hear that you weren't as impressed with the Powerslave bust as the other Iron Maiden ones but we appreciate your honesty. Thank you again for the reviews and we hope to have more orders from you soon.

Reply from Planet Merch

Sep 9, 2023

Thank you John. We're pleased that we've managed to maintain the same level of service across your multiple orders. We're incredibly thankful for your repeat custom and your reviews. We'll definitely do all that we can to keep it going and hopefully you'll return for some more items soon.

Reply from Planet Merch

Sep 9, 2023

Thanks Jeni, we appreciate that you've taken to time to leave us a service review and a product review. Glad that we managed to resolve the change of address issue and that you consider our customer service excellent. We hope that your son is still enjoying the cushion and that you'll return to us in the future.

Reply from Planet Merch

Sep 9, 2023

Thank you for the review Christine. I do only seem to have one order on our system from yourself, do you have a secret alias we don't know about? 😂 Even so we're glad that you believe our pricing to be good and that delivery was quick. Unfortunately, we've added more products since your last order and there's going to be more coming, so we expect to see your name pop up again soon. Thank you again for the service review, we really appreciate it as well as all the product reviews.

Reply from Planet Merch

Jul 28, 2023

Thank you Nathan. We really appreciate the review. We try our best to respond to customers immediately whenever they have a question or query and we're glad that was the case for you, as well as resolving the query. We hope that the patch was what you hoped for, I must admit it did look pretty epic when it arrived. We very much hope to have you return to us in the future as we're constantly growing our product range. Thanks again.

Reply from Planet Merch

Jul 28, 2023

Thanks Gemma. We're very happy that you're amazed by the t-shirt and how pleased you are with the price. We do the 'Order In' range so we can offer customers a huge amount of products at cheaper prices as it makes our overheads lower. It's good to hear that you'd highly recommend us and that you'd buy again, hopefully it'll be very soon. We're extremely pleased that you found our customer service wonderful and that it was very helpful to you. We look forward to you returning to us in the future.

Reply from Planet Merch

Jul 28, 2023

Thank you for the review Carol. We're pleased that we managed to get the item to you in good time and that you're happy with the quality. We hope that your son was very much appreciative of it for their birthday. Hopefully this might mean that he'll be shopping with us in the future. Thanks again.

Reply from Planet Merch

Jul 16, 2023

You ordered an item on January 16th that was clearly marked as a 'Pre-Order' item in several ways and it had an Estimated Release Date of May at this time. Despite this, 3 days later you e-mailed at 8PM asking when you'd receive the item. We responded to you that same evening just over 2 hours later. We informed you that the item was due for release in May and once we had it, that we'd dispatch it via Royal Mail Tracked 24 as you'd selected Express Delivery.

Roll on to March 10th, you e-mailed stating you'd still not received it and asked when you would. We hold our hands up to this one, for some reason we missed your email and didn't reply. You then used our chat system on Sunday 12th March at 7AM and we replied before midday that same day. We informed you that the release date had been pushed back to June as can sometimes happen with pre-order items. Unfortunately, this is something completely out of our control as these dates are set by the supplier/manufacturer. This was stated (as well as all information about the pre-order process) in various places across our webstore and was readily available when you ordered. Again we received no response so we carried on with the order.

Despite being told previously it was now due in June you contacted us on May 4th asking again. We responded immediately and couldn't 100% verify the release date straight away as it had been removed from our supplier's site. Before we had a chance to say that we'd chase it up with them that same day, you made it very clear how unhappy you were with this. We informed you that when you ordered, it was due for release in May. You then argued that you were told March, which you never were. Finally stating that you wanted a refund if it wasn't received in 2 weeks. In response to this I politely pointed out the incorrectly assumed date and provided you with a release date which had unfortunately been pushed back again to the start of July by the supplier and apologised profusely. I offered the refund and waited for confirmation but again received no response.

Saturday 17th June, our son's 6th birthday party and Father's Day on the Sunday, so we took the weekend off. That day you messaged twice informing us that you were still waiting and now saying that we told you June despite telling you July in the last conversation. On June 19th I responded firstly apologising for the delay in the response, reiterated the July date and again offered the refund. You responded that you didn't want the refund as you'd promised the item to somebody. I apologised for the delay and explained to you again that it's out of our control. I offered my sympathy for the situation as we can relate on a personal level. I also reiterated the pre-order process, offered a refund again and following this we never heard from you again.

We received the item on July 5th at the soonest point our supplier could get it to us. It was quality checked and packed on July 6th, collected by Royal Mail on July 7th and delivered on July 8th. We physically couldn't have got this to you any sooner and I know that there were delays but we do make this very clear that we have no control over release dates as we're just a retailer and not a supplier.

As for our honesty, we've been completely honest throughout and just hampered by a few delays out of our control. Our customer service has been timely in most cases, polite and apologetic in ways that most other companies aren't. I do hope that the item was well received and is very much enjoyed by the recipient it was promised to.