Reply from Planet Merch

Jan 2, 2024

Thank you for your order and the review Mady. I'm glad that we managed to get your items to you in time for Christmas despite them being on back-order and not available until mid-January. There proved to be quite a number of Christmas miracles last year and your order was one of them. We hope that the items were well received and that you'll be back for some more merch soon.

Also, just to let you know that we were responding to you via our online chat but it always registered you as offline so it was sending our responses as emails. I don't think that these were getting through, probably ending up in your junk folder. We did also send other emails updating you about your order but I think they were also ending up in the same place. At least it all ended up as you'd hope. Happy New Year.

Reply from Planet Merch

Jan 2, 2024

Thank you for another 5-star review Gemma. Glad that you felt the need to leave two of them in such a short space of time. Happy New Year and we look forward to you returning soon.

P.S. We have some new limited edition Gremlins merch from Weta Workshops just arrived. We're just catching up after Christmas and then we'll be adding them to the website very soon.

Reply from Planet Merch

Jan 2, 2024

Thank you for your order and the review Suzanne. I'm happy to hear that you're pleased with our service and the product. The item was delayed as it was on back-order and wasn't expected until mid-January when you ordered it. Fortunately, we were lucky enough to receive it early from our supplier just in time for us to make the final date for express postage, which we upgraded your order to at no extra charge. We're just glad that this fortune and our efforts came through and got you this item in time for Christmas, as we didn't want it to be all for naught. We look forward to you returning soon and Happy New Year.

Reply from Planet Merch

Jan 2, 2024

Thank you for your order and the feedback Mrs Olsen. We're very happy to hear that you found our customer service and the product to be great. We hope that your husband will enjoy it for quite some time. Apologies that our 'Order In' process did catch you out a bit (you weren't the only one this Christmas) but I'm glad that it was explained and you were kept well informed about delivery. Happy New Year and we hope that you'll be back soon.

P.S. Just a quick favour from us. Even though the product review was given 5 stars for both quality and value for money it was given only 1 star overall, which I think was a mis-click. If so, would it be possible for you to amend this please? Thank you.

Reply from Planet Merch

Dec 24, 2023

Thank you for the review, it's much appreciated. It's good to know that you're more than happy with our level of service. We hope that you'll be back again soon and Merry Christmas.

Reply from Planet Merch

Dec 24, 2023

Thank you Wendy for the review and the recommendation. We're very pleased to hear how happy you are with the product and we're glad that we provided a service to match. We look forward to you returning to us in the future and Merry Christmas.

Reply from Planet Merch

Dec 24, 2023

Thank you for your feedback, I would like to highlight that this area of feedback is for the service provided and not the product. However, I would like to inform you that the product is 100% genuine as we only source products from reputable suppliers. Despite this we have noticed that a small number of the Foo Fighters products from this particular supplier are somewhat questionable and you are not the first person to recently mention this. The supplier is highly reputable, the quality of other merchandise is great so the issue seems to be with the clothing manufacturer.

We have raised this issue with the supplier a little while ago when we noticed some items had the tags cut out of them. The response being that some bands/artists don't want to be associated with certain manufacturers of clothing which is a perfectly acceptable reason. Now, following your feedback we believe that the reason the band doesn't want to be associated with the manufacturer is because the quality of the product isn't good enough.

Now that the mad Christmas rush is out of the way we'll have enough time to review and scrutinise the products with these issues and others associated with them. We'll be removing any products that aren't of an acceptable standard as we only want to provide the best for our customers.

Again, thank you for your feedback and Merry Christmas.

Reply from Planet Merch

Dec 24, 2023

Thank you for the feedback. We're very happy with how you've rated our customer service. We're glad that you and your wife are both pleased with the quality of the product ordered. Apologies for the delay in delivery, the item was part of our 'Order In' range and like you mention the lead up to Christmas is very busy for both us and our suppliers. We very much look forward to some future orders from you and Merry Christmas.

Reply from Planet Merch

Dec 24, 2023

Thank you for your feedback Charlotte.

The item that you purchased was part of our 'Order In' range and not in stock, it was clearly labelled as this in several places. As well as this, there are multiple links to a full explanation of this process and all delivery information. We created the 'Order In' range to be able to provide customers a wider range of products and at cheaper prices as our overheads are reduced by doing this. Unfortunately, it does mean that items aren't dispatched straight away as we have to order them from suppliers and await their arrival. Also, with the lead up to Christmas our suppliers were under a huge amount of pressure and this did cause delays in their usual turnaround. I'm sorry that we didn't get the item to you as soon as you'd hoped to receive it, at least it arrived in time for Christmas.

Shopify doesn't allow us to give orders an interim status so we're unable to give customers any automatic updates in between 'Order Received' and 'Order Fulfilled'. We'd like to be able to give customers this information letting them know that it's been ordered with suppliers, on it's way to us, being quality checked, etc. and it'll definitely be something we'll be looking into as we grow. Unfortunately, at the moment this would be something that we would need to do manually and with the quantity of orders coming through this would've been a monumental task that would've required a lot of time we didn't have.

Your review suggests that the we only dispatched your order after you chased it up via email. We would've dispatched your order at the time that we had despite this, as it was dispatched as soon as we could, it arrived on Friday afternoon and was sent out on Monday. We believe that the cost of shipping is a fair amount for the service that we utilize, as we pay by average and not individually. We mostly use Royal Mail Tracked 48 so that items are fully tracked and delivered quickly, we could make it cheaper and use someone like Evri but we know our customers actually want their orders and in one piece. Also, all of these cheaper couriers don't provide insurance for transit damage to a lot of the more fragile items that we sell and this is not viable for our business. Had you spent over £50 on your order you would've receive free shipping and the cost wouldn't have been an issue.

By all means your perfectly entitled to the opinion that you've given. However, please try to understand that all of the information was there when you ordered it, we dispatched your order as quickly as we could during the busiest time of the year and we charge a reasonable postage amount for the service provided. I hope that you do return in the future so that we can be given a chance to rectify your opinion of us, if you were to order something that is in stock we'd definitely get it to you a lot quicker. Again, thank you for the feedback and Merry Christmas.

Reply from Planet Merch

Dec 24, 2023

We're always happy to help and do what we can for customers Katrina. I'm just so glad that we managed to avert the crisis in time for Christmas. We've had the returned item arrive safely, thank you very much for doing that. We really appreciate your feedback and we hope that you'll be back to place some more orders. Hopefully next time there won't be the mad rush to avert a crisis before Christmas. Thank you and Merry Christmas.

Reply from Planet Merch

Dec 24, 2023

Thank you Alan. We're happy to hear that you find the item of good quality and value for money, especially during the Black Friday sale. I'm so sorry that we were unable to provide you with the beanie initially ordered and I hope that you've managed to obtain it elsewhere. We really appreciate the feedback and hope you'll return to us again soon. Merry Christmas.

Reply from Planet Merch

Dec 24, 2023

Thank you Chloe, the feedback is really appreciated. It's nice to hear that your pleased with the quality of the items and the service provided. I'm glad that we managed to get a replacement arranged for the T-shirt that wasn't sent by the supplier. We hope that the gifts are well received and that you'll be back in the future. Merry Christmas.

Reply from Planet Merch

Dec 24, 2023

Thank you for the feedback. We're glad that the whole process was easy and straight forward for you. We look forward to you returning soon and Merry Christmas.

Reply from Planet Merch

Dec 24, 2023

Thank you very much Aimée. It's so good to hear how much you love your Gremlins decorations. We can't wait for Christmas, not just for the presents but GREMLINS 3!!! It's been a long time coming. Merry Christmas and we hope that you'll be back for more Gremlins merch in the near future as we have some new items currently on the way from Weta Workshops.

Reply from Planet Merch

Dec 24, 2023

Thank you for the review Carol, it's appreciated. So good to hear that you're very pleased with the item and managed to grab it during our Black Friday sale. As for the online chat it has become a rather useful tool for ourselves and has made it easier for customers, we're glad it worked well for you. With the chaos of Black Friday we're pleased that we still managed to get your 'Order In' item to you within a timely manner. We very much look forward to you returning in the future and Merry Christmas.

Reply from Planet Merch

Dec 24, 2023

Thank you Vivienne. We really appreciate the feedback. We're pleased to hear that you are happy with our customer service and the products that you received. As mentioned in the conversation with you, one item was immediately dispatched directly to you from the supplier and the rest was part of our 'Order In' range. It takes a bit longer to get these items but we think the quality is worth the wait. We hope you'll be back soon and Merry Christmas.

Reply from Planet Merch

Dec 24, 2023

Thank you for the feedback. We're glad that the item arrived ok, the delicate baubles really worry us when we have to send them on their own. We look forward to you returning in the future and Merry Christmas.

Reply from Planet Merch

Dec 24, 2023

Thank you very much for the review Anastasia. We're very happy that the level of service in all areas has provided you with a product that was well received. We look forward to you returning to us again in the future and Merry Christmas.

Reply from Planet Merch

Nov 23, 2023

Thank you for the review, we're very happy to hear this from you. We're sorry for the delay caused by one of the original items not passing our quality check before dispatch. It's good to know that we made up for it with the level of customer service. So glad that you're also pleased with the quality of the items and that you'd definitely recommend us. We look forward to you and everyone you recommend us to coming to make some purchases in the future.

Reply from Planet Merch

Nov 23, 2023

Thank you for the feedback. It's good to hear that you're pleased with how well the items were packaged. We always do what we can to try and make sure items arrive with no issues. The 'Order In' process helps us to keep costs down and offer more products, it seems to be working well and your review is testament to that. We look forward to you returning for some more items in the future.