Reply from Planet Merch

Jul 14, 2023

Thank you Leigh. Good to hear that the item was received so promptly and that your very happy with it. We hope to have you return to us in the future, there's plenty more Cult Cuties available 😉😂

Reply from Planet Merch

Jul 14, 2023

Thank you Richard. We're very pleased that you happy with the product, the price and the service. We're extremely pleased with the level of quality with our new clothing supplier and we're glad that our customers are reiterating this. Thank you very much for the recommendation and we hope that your family and friends are making some orders soon, as well as you returning for some more merch.

Reply from Planet Merch

Jul 14, 2023

Thank you John. Kimberly really appreciates the feedback and she's more than pleased with your response. We're really happy with the quality of the clothing from our new supplier too. So much so that I'm actually wearing my yellow 72 Seasons Metallica T-shirt as I type this 🤘 Thank you ever so much for the recommendation and we look forward to your return. We're slowly increasing our clothing range so hopefully there'll be plenty for you to choose from when you do.

Reply from Planet Merch

Jul 14, 2023

Thank you very much Jane. Anne Stokes' pieces are incredible, we love the level of detail put into them and we're glad that you like them too. We're extremely pleased to know that we're competitive enough on price that you're happy to wait a while for us to get you the items that you want. We very much look forward to you and your partner expanding your collection with us.

Reply from Planet Merch

Jun 9, 2023

Thank you Ann. We're very happy that you've left us this review and I always enjoy the conversations on the phone. Hopefully we've not turned you to the dark side too much 😂 So glad to hear that Jimmy is on the mend and look forward to hearing from you again soon.

Reply from Planet Merch

Jun 9, 2023

Thank you for the review Nikki. We're very happy that you rate our service as fantastic and that you're very pleased with not only the items you purchased but also the range we offer and the value of them. We appreciate the feedback and hope you come back to make some more orders in the future.

Reply from Planet Merch

May 16, 2023

Thank you so much for the feedback. We're very happy that you've enjoyed our site so much and are so keen on the products we offer. Hopefully this means that we'll be getting another order from you soon 😉

Reply from Planet Merch

May 16, 2023

Thank you Paul, we really appreciate the feedback. We're so sorry that it took so long to get you the replacement as the item went to back-order. Hopefully the wait hasn't put you off from ordering more Harry Potter merch in the future, especially as we have some new products now available for pre-order. Thanks again.

Reply from Planet Merch

May 4, 2023

Thank you for the review John. We're very happy that you're very happy. Glad that our 'Order In' process was clear to you and that you were happy with our service. You're also incredibly lucky to get them when you did as our supplier is now starting to discontinue that range of figurines and the stock is getting lower by the day. Glad that they were all well received and you're as pleased as you are. We look forward to you choosing us again in the future.

Reply from Planet Merch

Updated May 4, 2023

Thank you for your review Lindsay. I shall reiterate everything that has already been spoken about and shall provide some more information for the benefit of other people who may be reading this.

As mentioned in previous correspondence it's 100% impossible for us to have sent you any mushroom travel mug let alone the one you claimed to have received from us as we don't sell and have never even stocked any mushroom travel mug. The mug in question is exclusively designed and sold by a company called Gift Base. We have no other employees and we work from home, anyone who has ever entered our home has never bought a mushroom travel mug with them. Therefore there's no way that even if we had sent you the wrong item that we could have sent you the item you claim to have received from us.

The item you ordered from us on 12th April arrived from our supplier on Tuesday 18th April. The item was 1 of 13 items that arrived with that delivery and that was the only one of that particular item. I quality checked the item on Tuesday evening. This entails removing the item from it's packaging to check for any damage/imperfections and then putting it back into its original packaging. I quality check and reseal each item individually to ensure that there are no mix-ups, which is actually very hard to do as each item comes in its own customised packaging. That same evening I then packaged your order by wrapping it in bubble wrap, placing it into a brand new box and filling out the box with brown void fill paper. The parcel was weighed, labels printed, return label placed inside the box and sealed with brown and fragile tape before applying the postage label. Again, I do this individually for each order to avoid any mix-ups. Your parcel was one of only eight parcels that were dispatched that evening and I can again confirm that the correct item was in the parcel that was labelled with your name, address and order number.

In the nearly 4 years we've been doing this I've only ever made 2 mistakes with customers deliveries. Once I sent one customer their order twice as at that time we were temporarily using DPD to mitigate the affect of the Royal Mail strikes in the lead up to Christmas. We didn't manually update the fulfilment status on this one order during this busy period. The other time I sent two customers each others orders, a long time ago before we had the processes and automated systems that we have now. In the unlikely event that this was to have happened on this occasion I would have had another customer complaining that they'd been sent the wrong item but I didn't.

From your initial email on 21st April to your last email on 24th April there was no mention from you that the box was received opened or tampered with, only that the item inside was wrong. When I requested an image of the packaging and a description of how the parcel was received on 21st April to aid my investigation you only provided an image of the opened parcel and no description or any suggestions of tampering. The image showed that no original tape was removed and no additional tape was applied. It also showed that the specific packaging for the item you ordered was inside, even down to the protective bag/sleeve that it comes in and its custom moulded polystyrene. The travel mug that you claim to have received certainly would not fit into this. Further to this the travel mug also wouldn't fit in the parcel with our supplier's packaging in the parcel with it. Therefore the only possible explanation is that somebody removed your item from its custom made packaging, had a random unused travel mug that couldn't fit as a replacement before perfectly resealing it all back up and delivering it to you. You can surely see why we didn't agree to compensate you in this case. As mentioned in emails, we're willing to help if you want to take this accusation up with Royal Mail as we know for a fact this was nothing to do with us!

Reply from Planet Merch

May 4, 2023

Thank you for review Peter. We hope that your magnificent bust is well received. Please accept our apologies for not being able to get it to you sooner. Unfortunately the damage to the initial item from our supplier and then not being able to order a replacement straight away due to it being on back-order made this take so much longer than expected. I'm glad that you felt our service was worthy of 5-stars and hope that the delay hasn't put you off from using us again.

Reply from Planet Merch

May 4, 2023

Thank you Debra, we really appreciate your review. I'm glad we managed to sort out the initial stock issue and arrange a suitable replacement for one of the items you originally ordered. We're pleased that your parcel arrived on time and the items were ok, especially after this appalling delivery method.

The tracking provided shows the parcel on the floor outside of the gate and they'd normally leave a 'unable to deliver' card with re-delivery/collection details if they can't leave it somewhere so I'm rather bemused by this. None the less I have already made a complaint with Royal Mail regarding this matter and hopefully they'll deal with this accordingly. I hope that this won't deter you for using us again in the future and that you get a better postman.

Reply from Planet Merch

May 4, 2023

We really appreciate the review Paul. Apologies for the delay in the turnaround for your 'Order In' item. Unfortunately due to the Easter period our supplier was particularly busy and the bank holidays also slowed this process down. We're happy that once it was dispatched you were kept well updated on your delivery. We look forward to you returning to us in the future.

Reply from Planet Merch

May 4, 2023

Thank you again Sarah. A third 5-star review from you must surely mean that we're doing this right. Thank you so much for your repeat custom and glowing reviews. We very much hope that it continues.

Reply from Planet Merch

May 16, 2023

Thank you. We really appreciate your feedback Christopher and we're happy that you're so pleased with our products and service. We'd also like to give you an extra special thank you for your honesty when we made the mistake of sending your order twice and then actually buying it rather than sending it back. You've made what could have been a costly mistake into a smooth transaction with your integrity and if we do it again we'll let you keep it for free 😅

Reply from Planet Merch

Mar 31, 2023

Thank you for the review. We're happy that you're pleased with your item and that your query was dealt with quickly.

Just to clarify we don't order from other merchandisers/retailers, we only order from specific wholesalers whom we've chosen due to the quality of their products and service. With some of these suppliers we offer a 'Order In' process so we're able to sell their products without physically having them on hand. We do this so we can offer customers a greater variety of products whilst keeping our overheads to a minimum so we can offer very competitive prices.

We have taken many steps to inform customers prior to purchase of this process. This includes labelling product pages in multiple places, banner labelling on collection/search pages, tags during the checkout process and various links to an in-depth explanation throughout the store. As well as this we also send an additional confirmation e-mail following purchases of these items giving an explanation of the process.

If you would be kind enough to provide us with a bit more feedback about why you weren't aware of this process it will greatly help us to take further steps to highlight this. As we want to be completely transparent with our customers and for them to be fully aware of the service we provide. Thanks again and we look forward to you returning to us in the future.

Reply from Planet Merch

Mar 31, 2023

Thank you for the review Jacqui. We're so sorry that we were unable to get you the original item that you ordered within your timeframe but very glad that we did manage to get a suitable replacement arranged for you. We're also very pleased that despite this we provided you with a service that you felt worthy of 5 stars. We very much look forward to you ordering from us again and the item you originally intended to order is back in stock with our supplier towards the end of May.

Reply from Planet Merch

Mar 31, 2023

Thank you Cherie. If you could be slightly more specific to the issues with your order so they can be dealt with that would be very much appreciated.

Your order was for an 'Order In' item, so this needed to be ordered in from our supplier. This process is highlighted on the product pages where applicable, the checkout and several other areas throughout the store. (We provide 'Order In' so we can offer a larger selection of items to our customers whilst still keeping our overheads lower so we can offer competitive prices.) The checkout does display shipping times of '2-5 days from dispatch' so I'm guessing that you assumed you'd receive the item in 2-5 days, your messages to us would suggest this. However, this is not the case with 'Order In' items as we have to receive the items first hence the '2-5 days from dispatch'. This is also explained in multiple places throughout the store and you would've also been sent an e-mail re-affirming this process after your purchase. In the explanation of this process it also mentions that we order from suppliers on a weekly basis and unfortunately you placed your order in the afternoon of the day we had placed an order that morning, therefore extending your wait time to the maximum.

When you contacted us 7 days after your purchase wondering where your order was, we responded to you immediately and informed you of the situation. You said that you hoped you would of had it already as it was a birthday present so we offered you a refund as it wasn't going to make it in time. You declined the refund and then went on to say that it'll be fine to be a belated birthday present.

Then there was an unfortunate delay in our supplier's turnaround time due to the lead up to Mothers' Day. We do mention in our delivery information that festive and busy periods can cause delays in orders being dispatched. When you contacted us for a further update we provided the information that you requested, informing you that we'd be receiving the item the next day as well as apologising for the delay. Going on to let you know it'd need to be quality checked before we dispatched it to you and that you'd be informed when it was finally dispatched, to all of which you seemed ok with and raised no complaints about what you were told. All of the information you were given was correct and accurate, with the item being delivered to you 4 days after you contacted us.

As I mentioned earlier if you'd be kind enough to expand on the review and let us know what was wrong outside of the later than expected delivery, then we can use your feedback to improve on the areas you found to be an issue. It would be very much appreciated. I also hope that your friend did get their belated birthday present from you and that it was well received.

Reply from Planet Merch

Mar 31, 2023

Thank you Benjamin. Good to know that we've given you a great experience and that you'd recommend us. We look forward to having you return to us.

Reply from Planet Merch

Mar 31, 2023

Thank you for the review. It's good to know that you think of our communication as amazing. We're happy that you're pleased with the item and we hope that your mum was as pleased as you are. So glad that we managed to get the item to you in time for Mothers' Day as the lead up was such a busy time for both our suppliers and ourselves. We hope to have you make another purchase with us in the future.