Custom Planet Reviews

Name: Custom Planet
Address: Unit 7, Strand House, Camperdown Industrial Estate, Locomotion Way, Newcastle upon Tyne, United Kingdom
Rating: 4.57

4.6 Rating 117 Reviews

89 %

of reviewers recommend Custom Planet

4.6

Based on 117 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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Custom Planet 5 star review on 19th July 2018

Cate Battson

Custom Planet 5 star review on 4th February 2017

Jake

Custom Planet 5 star review on 13th May 2016

Charlotte Smedley

Anonymous

Anonymous // 01/01/2019

Sort by: Highest Rated Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Friendly & efficient service with a vertual smile, upbeat phone manner”

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Posted 6 years ago

“Very quick to to answer emails and give advice on what would come out better on the clothing i wanted”

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Posted 7 years ago

“Great company very user friendly only concerns are that VAT came out of nowhere, I would of liked to known however I'm assuming it's a relatively big company and thus the threshold was hit would of enjoyed the priced advertised nonetheless still pleased with service quality was almost perfect (one lighter broke) I am considering ordering again”

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Posted 8 years ago

Hi James, thanks for the review. Next time you order there is a VAT on/off switch in the top right of the website which allows you to show prices with or without VAT. Hope this helps. If you have any issues with the quality of any of your items please email your account handler and we can rectify this for you straight away. Thanks for the order!

Posted 8 years ago

“It was quite easy to order the merchandise, and there was a quick confirmation by e-mail of the order; a second e-mail rather puzzled me and when I responded to it, it proved undeliverable; the article arrived very quickly, before the estimated day. So I'm pretty happy, and the person I discussed my puzzlement with on the phone was helpful and reassuring.”

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Posted 8 years ago

“I still have t revived my quote yet”

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Posted 2 years ago

“The quality of the print was great, nice and clear”

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Posted 7 years ago

“The quote given is nothing like the actual cost given, it cost a lot more”

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Posted 2 years ago

Thank you so much for letting us know your experience with Custom Planet. We're sorry to hear that you were disappointed with the difference between the estimate given on the website and the actual quote we sent you. The prices on the website are an estimate and are only for the plain garment or promotional product. We then provide a full quote based on your printing requirements and quantity. This can vary drastically based on how complex your printing requirements are. We have tried to update the website to give more information and include printing price lists so hopefully things are a bit more clear.

Posted 9 months ago

“Turnaround time”

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Posted 7 years ago

Our turnaround time is usually 1-2 weeks from approval of artwork unless a customer requests a quicker turnaround. As with anything some jobs are more complex and take longer than others but we always try to get things done and out the door as quick as humanly possible. Apologies if you felt you didn't receive your items quick enough on this occasion. If you speak to your rep i'm sure we can work out a way of getting your items to you quicker next time.

Posted 7 years ago

“The process was really smooth, which I appreciated, but the finished product wasn't very good. Of the five shirts I ordered, none were true to size. The medium and the large were too small and the XL and the XXL were too big. The difference in size between the large and the XL was huge. Additionally, the print quality felt very cheap, very plastic-y on the finish. Also, the trimming around the graphic wasn't very good, so has left a white border, even though it was provided on a transparent background. I got five shirts from you guys and two shirts from another company - the shirts from you look like something you'd get for a stag do, the other shirts look and feel like proper merchandise. So I'd not buy from you guys again, unfortunately. Which is a shame because the kit you provided for our sports team was brilliant.”

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Posted 7 years ago

Hi Alyssa, i'm sorry you felt the product wasn't up to standard. If you could contact the person who dealt with your order we can try to figure something out for you. Sometimes we don't get it quite right the first time and if you don't request a particular print technique we always use the most effective for your particular logo, garment material and quantity ordered. We always send proofs to confirm you are happy with the print method chosen, which in this case sounds like printed vinyl. Thanks, CP

Posted 7 years ago

“Had a really bad experience with Custom Planet, will not make the mistake of using them again!! I never write reviews either, but I felt the need to, so others don’t make the same mistake. Their tops come up way to small, must be for some super skinny people, because they could barely fit any of us, really tight, really unflattering, even though we all ordered larger sizes!! Then they refused to rectify the situation, basically in not so many words said, that’s what you ordered, so we will not refund it, or compensate you. + PROS: Speedy delivery Speedy proof and turnaround - CONS: Mediocre quality print Unhelpful customer service Poor returns policy 0% customer care Poor packaging in box, t-shirts not individually wrapped or folded.”

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Posted 7 years ago

Hi Anneke, Apologies you feel you didn't have the best experience with us. The garments you ordered were as stated in the manufacturers size guide and due to the very quick turnaround to get the shirts to you in time for your event there was nothing we could do in terms of getting new larger t-shirts to you in time. As you actually used the garments for your running event and we refunded you half of the amount paid, we got the impression you were satisfied with the outcome so we feel the review you have left is a little unfair but we certainly take on board what you have said. Regards, Custom Planet (Customer Service)

Posted 7 years ago

“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.”

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Posted 1 year 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 9 months 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.”

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Posted 2 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 9 months 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.”

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Posted 2 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 9 months ago

“Submit a quote request but never heard anything.”

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Posted 2 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 9 months 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!”

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Posted 2 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 9 months 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.”

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Posted 7 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.”

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Posted 7 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 7 years ago

Custom Planet is rated 4.6 based on 117 reviews