Custom Planet Reviews

Name: Custom Planet
Address: Unit 7, Strand House, Camperdown Industrial Estate, Locomotion Way, Newcastle upon Tyne, United Kingdom
Rating: 4.58

4.6 Rating 118 Reviews

89 %

of reviewers recommend Custom Planet

4.6

Based on 118 reviews

Shipping & Delivery
Delivery Methods	Courier
On-time Delivery	Greater than 72%
Customer Service
Communication Channels	Telephone, Email

Visit Website

Phone:

0191 270 8181

Location:

Unit 7, Strand House,
Camperdown Industrial Estate, Locomotion Way,
Newcastle upon Tyne
United Kingdom
NE12 5US

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Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“I had an initial positive conversation about my order on the phone and on email however after I confirmed the order and paid for I was told that there was no stock of the item. This is despite confirming I wanted to go ahead 24 hours before. I was then offered an alternative garment which I again confirmed, only to be again told that the item was out of stock! It is completely wrong to be offered an item AND to pay for something when you can't guarantee the order. A very frustrating experience, terrible processes and very unprofessional - I do not recommend Custom Planet. I have now purchased the same garment with custom logo through an alternative provider.”

Helpful Report

Posted 2 years ago

Thank you so much, Alex, for sharing this review with us. We really appreciate you taking the time to let us know about this experience. We apologize for the unfortunate inconvenience that you’ve had to go through. Your feedback is very important to us and we’re currently looking into the processes mentioned in your review, to see how we can improve them. We’d like to hear more about what you expect from us and how we can make your experience better. Do you have any suggestions that you would like to share with us? Please let us know. Again, thank you for taking the time to post your review.

Posted 1 year ago

“I put in a request and never got a reply or any contact, I also did not buy anything and now you ask for a purchase review.”

Helpful Report

Posted 3 years ago

Thanks so much for your feedback, Renier. We really appreciate that you took the time to give us your experience. We are sorry that you never received a response to your request and that you were asked for a purchase review without buying anything. We did have a few issues when our new website went live some of which are still on going - but hopefully you will have a better experience if you contact us in the future.

Posted 1 year ago

“We asked for a quote and after we placed the order, they said they can't make the order anymore. We asked for a refund and they said there will be a 20% cancelation fee. We asked for an estimate delivery date and they said in 5months. We have tried calling them and they have not answered but straight away we will receive an email with no helpful information. I followed up again with when they will manufacture the product and they replied with "yes that works". Terrible customer service and would recommend no one to use them.”

Helpful Report

Posted 3 years ago

Thank you for taking the time to provide us with your feedback. I'm sorry to hear that your experience with Custom Planet wasn’t the best. I understand your frustration but way of working isn't in any of our official procedures - we wouldn't charge you 20% for something that was our fault and I cant think of a time when our delivery times would be 5 months. That is definitely not the level of customer service that we strive for. As you haven't provided a name or order number could you please get in touch so I can investigate this for you and find out what has gone wrong.

Posted 1 year ago

“Submit a quote request but never heard anything.”

Helpful Report

Posted 3 years ago

Thanks for your feedback Joseph. We did have a few issues when our new website went live some of which are still on going - but hopefully you will have a better experience if you contact us in the future.

Posted 1 year ago

“This website is TRASH! I placed an order on May 7th, & it showed that it’ll be delivered on May 28th. Going on nearly 3 weeks & I still haven’t received anything nor have I gotten any type of update. Tried calling customer service several times even left voicemails & still nothing. I’m out $36.60 so at this point I’m demanding a refund!”

Helpful Report

Posted 3 years ago

Hi Anonymous, we don't sell in dollars so I think you are maybe reviewing the wrong website. There is a Custom Planet based in the USA so its possible you were reviewing them?

Posted 1 year ago

“Everything is wrong. Design for embroidery had to do myself. Company think that they are not responsible for stocks,seems they never heard about inventory. Instead to help out they decide to stick with own opinion,which at the end is not beneficial to both-me and them. Wrong policy!!! Everything takes to long. Shortly-there is hundreds of tousen company's over UK who does embroidery,go for other company.”

Helpful Report

Posted 8 years ago

Thanks for your feedback. I believe one of our sales reps helped you with the issue when a product you ordered was out of stock. I understand you were frustrated by this but in the end were very happy with the quality of the product and embroidery you received. Although our website isn't perfect some of the products do sometimes go out of stock or become discontinued and are incorrectly updated. I'm sure you understand we produce thousands of garments each week and on odd occasions we do make mistakes but always try to put them right as best we can. We will take your points on board and try to improve the website in future.

Posted 7 years ago

“They never sent me an email confirmation. Then the person dealing with my delivery put the wrong postcode for delivery so the parcel got tuck at the depo... they then managed to do the exact same thing again the next day when I asked them to deliver another t shirt to replace the lost one. When the cost of the t shirt was so high, I would expect a much better service than what i received.”

Helpful Report

Posted 8 years ago

Hi Oskar, Im sorry you feel the service was poor on your order. I've looked into this and it looks like the reason you didn't receive an order confirmation was because you entered the wrong email address so the order confirmation email bounced. You should have still received a proof to confirm before production so hopefully this was ok. Apologies for sending the t-shirt to the wrong address. I think despatch was having a bad day when they send out your order as to send it out to the wrong address twice is very strange. I'm sorry we couldn't give you the service you expect on this occasion, the vast majority of our orders go without a hiccup but due to the nature of what we do mistakes happen sometimes. To try to fix the problem on this occasion we sent you a replacement, which I understand you did end up recieving and we refunded you for the whole order. We had thought that you were happy with the outcome as you ended up with two t-shirts for free, although a little late due to the mixup in despatch, which I understand is frustrating. Thanks Custom Planet

Posted 8 years ago

Custom Planet is rated 4.6 based on 118 reviews