Reply from Planet Merch

Mar 11, 2025

Hello Craig,

Firstly I’m sorry to hear about your dad and we’re sorry that we were unable to procure the limited edition item for you for reasons out of our control. I do appreciate the frustration of the situation as we feel it too, certainly not to the level that you rightly feel, especially given the amount of time that has passed since you placed the order. I’m extremely sorry that this has been the case and that we have let you down for something that we assumed and should’ve been a certainty given how early it was ordered ahead of the item’s release.

We have been in contact with you several times throughout the year, keeping you updated with the information that we’d been given by the supplier. I can appreciate that you did contact us for these updates but we did respond to you on every occasion with most being either the same day or the next working day. As we deal with a large amount of pre-orders that seem to have dates that change like the weather, we do advise customers to contact us for an update rather than us bombarding customers with sometimes insignificant changes. In the most recent emails at the very end of February, we responded informing you that we needed to contact the supplier as they hadn’t provided a recent update for that particular item and we’d let you know once we’d heard from them.

We emailed them several times in the week following your email to receive no response from them and ended up having to chase this up over the phone after your second email that week. It then emerged that the supplier couldn’t provide us with the item for reasons unknown to ourselves as they wouldn’t disclose them and it was no longer in their system hence the lack of response via email. They had apparently already informed us prior to this in December/January via an email (which we don’t have) yet the item was still showing in our pre-order updates following this time and was marked as due in late February. I can only assume that they were finally released in February after a few delays as other places did have them.

We were not made aware of this until 6th March and we tried to source the item from elsewhere but due to its limited quantity this was unsuccessful. We informed you of the unfortunate news on the 7th, refunding you immediately. We have not kept your money from you and certainly haven’t kept you in the dark for months as you claim. We gave you the information that we had available to us at every request, we were just unaware that this information was incorrect in these last few months. We also provided you with information as to where you could potentially obtain this item when we could no longer provide it. As you were not the only customer we had that this unfortunate event happened to, I can only assume that they’ve got there before you. Following this review I have looked again and there are a couple of companies in Germany and Italy that still have the item for reasonable prices should you wish to still get it, you can find them on eBay.

Finally, the item was listed as a ‘Special Request’ item and it was subject to that policy. This policy meant that the item is non-refundable unless the item is incorrect or damaged as these items are quite expensive, highly sort after and usually limited in number. This policy also highlights that should the occurrence of us not being able to provide an item due to it’s limited availability that we’ll provide a refund as soon as we’re aware of this. We have followed this policy that was laid out prior to your purchase of the item and to what you have agreed to by making the purchase with us. It’s just unfortunate that it has taken this long to be made aware of the situation as it is and we’re still unsure as to why.

I sincerely hope that you can still obtain the item albeit from another company and now country.

Kind Regards

Mark Gordon
Planet Merch

Reply from Planet Merch

Apr 11, 2024

Thank you Lorna. We apologise for the item becoming out of stock, unfortunately, the item become unavailable during the Christmas closures. We're so glad that you stuck with us and that we were able to provide you with a level of customer service you found excellent. We're pleased that the item has arrived in a safe condition, that you're very happy with it and for the price that you got it for. We're also happy to hear that you'll be back to shop with us in the future and we look forward to more orders from you. Thank you for your order and the review.

Reply from Planet Merch

Mar 9, 2024

Thank you Suzanne, we really appreciate your review. We’re glad to hear that your husband is very happy with them. These particular pieces are a great replica of the ones from the film. We hope that you’ll back for more in the future.

Reply from Planet Merch

Mar 5, 2024

Thank you Tracey. We're glad that they got to you in the timeframe shown and safely, those particular items don't always travel well. Please accept my apologies, we didn't realise that you'd made 2 separate orders due to how busy we were at that time, as we would've sent it all together and refunded the postage. We hope that you'll forgive us and come back for more in the future.

Reply from Planet Merch

Mar 5, 2024

Thank you for the review Melvyn. We're pleased that you're this happy with the product. We're glad to hear that you find the prices competitive and that even though the item was 'Order In' that it hasn't taken longer than expected to get to you. We very much look forward to you returning to make some more orders in the future.

Reply from Planet Merch

Mar 5, 2024

Thank you Mrs Mills, we appreciate the review. We're very happy that we've managed to provide you with a level of service worthy of your review despite the delay with your ordered item. We're glad that it has finally got to you safely and I hope that you're as happy with it as our service. We hope to have you back with us again and I'm sure that we'll be able to get your order to you quicker than this order.

Reply from Planet Merch

Mar 5, 2024

Thanks Julia. We're glad that you find our items and prices great. We're able to offer products at prices this low due to keeping our overheads lower by not stocking everything we sell. It also means we're able to offer a much wider variety of products. Like you say it does take a bit longer for our 'Order In' items to be delivered but we hope that the savings compromise this. I'm happy that you've made note to the information around this provided against each product as it's occasionally overlooked. We do everything that we can to make this information as visible and clear as possible but it still does catch some people out with time-sensitive purchases. We're glad that the items got to you safely and as we said they would once we had them. We hope that you'll be back to make some more orders in the future.

Reply from Planet Merch

Mar 5, 2024

Thank you for the review and the repeat custom Neil. We're very thankful that we appear to be your go to shop for Iron Maiden collectibles. We're pleased that we've managed to provide a consistent level of service that you're happy with. We very much look forward to more orders from you in the future, I notice that you've not pre-ordered some of the new merch due this summer 😉😉😁 Thanks again.

Reply from Planet Merch

Mar 5, 2024

Thank you for the review Peter. We're pleased that you're as happy with the service and product as you are. We hope that the recipient is as happy with your gift for them as you are too. There's plenty more items like this for when you're looking for another gift or a treat for yourself, we hope that you'll think of us when the time comes.

Reply from Planet Merch

Mar 5, 2024

Thank you Mark, it's good to hear that your order got to you quickly. We're glad that the items were received as advertised; brand new and in one piece. We always do as much as we can to make sure they arrive this way, unless they're meant to come in multiple pieces. Thanks again and we look forward to you returning to us in the future.

Reply from Planet Merch

Mar 5, 2024

Thanks very much Aled. We appreciate the review and are glad that you're happy with the product and the service. We have plenty of other non-Christmas jumpers available to tide you over until yuletide. We hope to see you back making so more purchases before then.

Reply from Planet Merch

Feb 21, 2024

Thank you for your review Mark. We're glad that you appreciated the bubble wrapping, I'm awful at presents though, makes no sense. We're pleased that you're happy with the service and the product, we hope that your wife is too. Thank you for the recommendation and look forward to some more orders from you in the future.

Reply from Planet Merch

Feb 21, 2024

Thank you Jackie, we really appreciate the review. We're always happy to help, whether that be by email, phone or some form of instant messaging. I take it that as we've not heard back from you, that picking the medium was the right call. I hope that your daughter (and I hope that I've got that right) is happy with them. Thank you for your order and we hope that you'll be back to make some more.

Reply from Planet Merch

Feb 21, 2024

Thanks for taking the time to leave a review for us Linda. We're glad to have provided you with a great product in a timely and secure manner. We hope that you'll be back for more of the same in the future.

Reply from Planet Merch

Feb 21, 2024

Thank you ever so much Rick. We're very happy that you're happy with both the product and the service. We look forward to your future orders and to the orders from everyone that you've recommended us to. Thanks again.

Reply from Planet Merch

Feb 18, 2024

Hello Graham,

Thank you for your review. I do find it a rather unfair rating, as the item that you ordered was a 'Back-Order' item and was clearly marked as such at the time you placed the order. The estimated timeframe was also provided in both the item description and a drop down next to the item imagery, it was listed as February 2024 at the time of ordering.

The product was labelled with a 'Back-Order' banner on every image of the product outside of the product page. On the product page there was a large banner above the item imagery, the first bullet point in product keynotes and a scrolling banner all informing customers that it was a 'Back-Order' item. As well as all of these and the restock estimates, there was a shipping information section that briefly explains the 'Back-Order' process, informs customers that the item isn't in stock and provides a link to a full explanation.

Despite all of this notification that the item wasn't in stock, you contacted us asking if it had been dispatched 7 days after your order was placed on the 10th December. We responded the same day and informed you that it wouldn't be available until January, as the estimated date provided by the supplier had moved forward slightly. We received no response from you until 24th January, which was when you informed us that it was a Christmas present, nearly a month after the required date. Had you asked for a refund in the initial contact, we would've processed it immediately for you, giving you plenty of time to source it from somewhere else or find an alternative.

In this second instance of contact, we again responded the same day and had to inform you that they was a slight delay with the restock of the item. Our supplier was at that time due to receive it on 1st February (back in-line with the original estimate) and we'd receive it shortly after this date. We asked if you still wanted to proceed with the order, now knowing that it was meant for Christmas and you informed us that you were happy to wait for the item.

Now I do realise that you've received the item nearly 2 weeks later than what we advised you on 24th January. However, we do make it clear that timeframes are estimates and that we're not in control of them, as they're set by suppliers and not ourselves. With that in mind and also the current issues in the Middle East causing delays in shipments across the board, nearly 2 weeks late isn't really that bad.

Despite all of this, I hope that the item has been well received by the intended recipient and that you might consider giving us another chance. We deliver a level of service that is worthy of much more than you currently believe and we'd love the opportunity to prove you wrong.

Kind Regards

Mark Gordon
Planet Merch

Reply from Planet Merch

Feb 21, 2024

Thanks Darryl. We really appreciate the feedback and are happy to hear that you've been impressed by your experience with us on so many levels. We're glad that we were able to provide accurate information to make your purchase as smooth as possible. We look forward to you returning to us again.

Reply from Planet Merch

Feb 21, 2024

Thank you for the review. We're happy to hear that you're pleased with the item and the price. I hope that the delivery speed surprise was a pleasant one and that you weren't caught out by the postman. Hopefully this will mean that we'll be seeing more orders from you in the future.

Reply from Planet Merch

Feb 21, 2024

Thank you for the review and thank you for the repeat custom. We're so pleased to hear from you that we're hitting that many goals to an excellent standard. We're also incredibly proud to have become your "go to" site for collectibles. Just remember that we also sell Maiden t-shirts and fridge magnets as well so if you do run out of room, you and your fridge can wear them too.😉😉😏 We do actually need to get back to adding more Maiden merch along those lines, so watch this space. Thanks again and we'll see you again soon.