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Planet DJ, Inc.

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Reviews Planet DJ, Inc.

Planet DJ, Inc. Reviews (4)

I ordered a [redacted] controller from planet dj on 09/03/15 since they have 15% off offer. I called after a week to follow up and buy more gear and they say it's on back order. So I called back after a week and to email my invoice and the status. I receive my invoice on 09/21/15 for the mixer they said that it will come on 09/23 so I waited until today 09/29/15 and call them after several tries ( different times) someone finally picked up the phone and sounded to be not having a good day. I politely ask to check the status of my order and he said it didn't show up last week and the only way to find out is to contact the manufacturer so I ask him what he can do and he replied I just need to wait until the manufacturer makes more. After that I decided to cancel my order and he seemed to be happy about it. Planet dj don't really care after I spent over $1000 in equipment for my business.Product_Or_Service: Denon controllerOrder_Number: [redacted]Desired Settlementexpedited return and explanation how they treat other cusomers Business Response I believe this was a misunderstanding. The item had been on backorder and the manufacturer had pushed back the ETA date a few times already. We simply didn't want to over-promise yet another date until we physically had the item in stock. We offered to cancel as a professional courtesy, not because we were happy about doing so. We should have communicated the status better on our end. It was discovered that our automated order update emails were not being sent on this order. Still unsure why, but we are researching it. We have since spoken with the customer, apologized, and his order has shipped. He simply wanted better communication, and he was deserving of such.I believe this matter is resolved, but if not, please let me know if there are any other questions or concerns.Respectfully,Chris W.Planet DJ

I recently purchased a part for my DJ business with the help of [redacted]. The part came in and it was the wrong one. I sent an email to [redacted] credit manager explaining my problem and she sent me an email stating there is nothing she could do about it. She offered a discount to me if I bought another part. This is the worst customer service I have ever experienced. I will not be using them in the future. They were not willing to help me find the correct part and/or refund any of my money back. [redacted] talked to the owner, [redacted] and he wasn't willing to correct the problem either. Unbelievable poor customer service. So now I'm out the money I paid for the part and I can't use it because [redacted] with Planet DJ sent me the wrong part.Product_Or_Service: Truss telescoping collarOrder_Number: [redacted]Desired SettlementFull refund plus shipping costs because I need to send this back to them.Business Response While we certainly can't make every customer happy, I am quite surprised that this customer chose to file a complaint. We felt we had taken extra effort to accommodate him, under the circumstances.First, on Oct. 18th, customer ordered an $8 part from our website that is marked as "Non-Returnable - This item cannot be returned unless defective." Our website lists that it is non-returnable in 7 locations throughout the checkout process, as well as in our Terms that were agreed to upon checkout. On Nov. 18th, the customer left a message stating that the part was too large for his truss. While we are still not aware of what model truss the customer has, the description for this American DJ part states, "Top Telescopic Adjuster for LTS-1, LTS-2, LTS-50T and SPS-1B stands."On Nov. 18th, we promptly replied that the part is a non-returnable item. Customer again replied that he now thought the part he may need is the Ultimate Support TCR150 telescoping collar for $18, but wanted us to take back the non-returnable part and reimburse him for his original shipping costs, both of which are non-refundable.Despite this, we still reached back out to the customer to explain that even if a return were to be approved, he would incur approx. $6 to return an $8 part netting him only $2 and instead offered a solution that we believed would be to his advantage whereby we would take an additional 20% off his new part, saving him the return expense and hassle, ultimately putting $3.50 into his pocket.We also encouraged him to let us know what make/model truss he actually has since many of these parts are not interchangeable and he was now looking at an Ultimate Support part instead of an American DJ part. But we never heard back from him on this.I am concerned about some of the facts provided in the statement. Maybe the customer is simply looking to provide extra details, but in doing so, has made some assumptions. [redacted] is our warehouse shipping manager. He is not in Sales, his phone doesn't ring when a sales call comes in, and he doesn't interact with customers. Customer probably saw his name on the shipping notice. But [redacted] wouldn't have helped provide product information... he simply ships out orders.Customer states that we said there is nothing we could do about the problem and that we were not willing to help him find the correct part and/or refund any of my money back, all of which is not true. We provided solutions and tried to help.It was our intention to find an amicable solution that would save the customer the most money and headache, but without us incurring 100% of the costs for the customer ordering the wrong part. Maybe this was all a matter of us not communicating the details and benefits well enough. Hopefully, they have been listed here in greater details for his review.Customer is free to reach me directly at [redacted]. Final Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)To the Revdex.com. The owner of Planet DJ, [redacted], is a complete and total ie. I'm ready to drop my complaint because of his thinking and logic towards my complaint. I will never, ever do business with him again, and in fact, tell every DJ in Albuquerque not to buy anything from him based on my experience. How does it become MY fault for ordering a product from his so-called product experts and it's the wrong part. And, they don't have the balls to own-up to it being their fault or correcting the problem. Unbelievable.cc: attorney Final Business Response We were not offering a discount for the customer to keep the incorrectly ordered item. Since it was a non-returnable item, we were offering to discount the replacement part by 20% as a courtesy.Customer says he is willing to send the original part back in exchange for the correct part that fits his truss. But customer still has not replied with what part he needs or what make/model stand/truss he has to verify which part is correct. An exchange cannot even be discussed until we know what the replacement part is and whether it costs $1 or $50.The customer is maintaining that we "sent" the wrong part. We maintain that the customer "ordered" the wrong part and we shipped correctly. The wesbite gave the exact info for what item the part is used for. It appears that the customer tried to use it for something else. If we had screwed up, we would have acted long ago to make things right. But this is a matter of principle, and we're not just going to start shipping random items out when the mistake was not ours in the first place.We are a company of integrity. When we make the mistake, we own up to it. Similarly, when the customer makes the mistake, we don't just assume the responsibility and costs on their behalf. Again, we stand ready waiting to hear from the customer as to what the make/model of his product is to discuss a discounted order. He can reach me directly at [redacted] (email should be sent as Urgent.)[redacted]Planet DJ, Inc.

The Product shipped was completely damaged and missing parts and pieces and cannot be used date Invoice No. 07/15/13 [redacted] - owner of companytracking # [redacted]customer # [redacted]TRUSS-SYS-1 Cosmic Truss- Square Goalie Post Truss System Desired SettlementI am seeking $350.00 which would include the shipping cost of the damage product and also compensation for a damage product plus to provide all missing parts Business Response On July 7, customer ordered a GLP Cosmic Truss truss kit for $799.95 plus $172.60 in shipping freight costs. The manufacturer shipped this product via [redacted] on July 12th and it was delivered to customer on July 18th.Customer notified us on July 22nd that the box had been damaged and that there were pins (parts) missing. If damaged, a shipping claim should have been filed immediately with [redacted] for a damage claim to be filed. Since this window had lapsed, and this was a rather large kit with several pieces, we contacted the manufacturer and requested that they reach out to the customer directly to evaluate exactly which parts were missing and replace them.On August 5th, customer again asked us to get involved. We again reached out to the manufacturer to request they replace the 12 pins customer said were missing. Customer was now saying he was willing to negotiate a discount or have [redacted] pick it up for a damage claim investigation. However, it was now far too late for a [redacted] claim to be filed with any hopeful outcome.Later on August 5th, the manufacturer emailed customer (and copied us) asking customer to send pictures of the damaged boxing and which pins were missing.On August 18th, the manufacturer sent us an email stating "FYI, I haven't heard anything back from this customer since our last conversation. He was to send me pictures and a list of missing pins to replace. We did not send out any pins, since there are two types of pins, and I don't know which ones to send." We forwarded this email directly to customer on the same day, asking him to please reply back to the manufacturer.On September 9th, customer contacted us and claimed he never received our email from August 18th and had apparently not received the email from GLP (the manufacturer) either. Customer later stated he has now spoken with [redacted] at [redacted] and sent out all the photos to him. Also on September 9th, the manufacturer followed up with us, stating they had spoken to customer and that it appeared the problem was caused by [redacted], but that they know [redacted] will reject any claim now made. Manufacturer agreed to send out the 12 missing pins and new bases, but customer was now also asking for cash compensation of $350. Manufacturer said they will send the missing pins and new bases at no charge, but would only offer a $50 discount for the inconvenience, not $350.On September 9th, we then emailed to customer the following, "I can pass on the $50 credit for a future in store purchase if you like, refund your card today for $50 or contact GLP (the manufacturer) back to request a call tag and return on the entire order rather than sending the pins and bases out. What would you prefer?"Customer was apparently not happy with this outcome as he filed a chargeback through PayPal which was later denied under the circumstances.In customer's Revdex.com complaint, customer claims "Product shipped was completely damaged and missing parts and pieces and cannot be used." While true that it was missing parts, it is my understanding that replacements have already been sent to the customer and I am unaware that the product is "completely damaged" and "cannot be used."I shall contact manufacturer today for confirmation of shipment of the missing parts. Final Consumer Response Hi I would like to made a update to my case I would like to drop the cash request and just request the parts and pieces to get the thing operating conditioFinal Business Response Each rebuttal appears as if the previous discussions were never read. The company says, "He was only missing the pins from our initial discussion." If the pins are what keeps the device together that is need for it to work when order the Item in a new condition this should be given and not have to be bought after.Who said anything about them being bought after? They were offered to be replaced by the manufacturer at no cost to the customer.The Company also states "His other complaint was that the trusses came scratched hence the photos sent were for scratches only." I bought this Item New There should not be the any scratches this should be brand new off the shelf for paying new condition price if I bought it used this would be another story.While the manufacturer claims that scratches and weld marks are inherent in the manufacture of welded metal and will appear in some form or another in all of the baseplates, the manufacturer offered to send replacement baseplates as well, also at no cost to the customer.The company also states "Even bolts from local hardware store can be used instead of the pins". I am not going to buy something that should have came with a new item.Nobody asked the customer to go buy something. It was a rebuttal to the customer's claim that even with the replacement parts that the unit could still not be used. The manufacturer was attempting to state that the unit was functional. Again, replacement parts have been offered previously.Also I could not refuse the item because it was let left by [redacted] while I wasn't even home.This is an incorrect assumption. A damage shipment claim may be filed even a couple days after delivery. Just needed to contact [redacted] to file a shipment damage claim. A company should not be having a client that but a new item and treat it as if buying a used product. By definition of buying an item in the condition new A brand-new, unused, unopened, undamaged item in its original packaging with all parts and pieces.This was never our standpoint. Parts were missing. We arranged for the manufacturer to replace the missing parts and even send substitute base plates because customer did not like their appearance so that the unit would be made "whole."Again, we stand ready to have the manufacturer send the replacement pins and replacement base plates at no charge to the customer. Just need the "yes" or "no" from the customer and to close out the issue.

I purchased several items from this company via the internet. I received my items and found that 2 of the items did not fit what I needed. I called the company for a refund and was told that the items were non-refundable items. I asked where on my invoice it stated that they were non-refundable and I was told that my receipt did not state that and that it was only displayed on the internet. I asked where and I was told that it would be on the final checkout page when in fact it is on the initial page that displays the item. When I questioned why my invoice didn't print this information, I was told that the invoice didn't matter and that only the internet page was pertinent. While I do not dispute the fact that it is on the internet page, I do dispute the sales practices of this company. I would think that something of this level of importance would be printed on a shipping invoice along with my confirmation e-mail. To only display it in a single place in a web page seems very deceptive to me. Furthermore, it took more than 4 phone calls to finally get someone to call me back. What is really irritating about that is that I called the general number earlier and spoke to a person named [redacted]. He informed me that I needed to be patient and someone would get back to me. When someone finally did call me back, it was the same person. He then proceeded to have a very condescending tone about the entire matter. When I asked to speak with a Supervisor, he said he was the Supervisor. When I asked to speak with his manager, his initial response was that he had no Manager. It actually took several minutes to get him to admit he had a manager and to give me that person's contact information.Product_Or_Service: [redacted]Order_Number: [redacted]Desired SettlementBased on their deceptive sales practices, I think I am still entitled to a refund for the items that I do not want. I have dealt with this company in the past and I found them to be very helpful in the past. I'm not sure if they changed ownership or just turned over personnel but this company has gone down hill very quickly.Business Response It is not, and never has been, our intention to mislead this, or any other, customer. This customer has ordered from Planet DJ on at least three separate occasions (04/13/2009, 07/23/2014 and again on March 11, 2015.) Every order was for non-returnable items and in each instance, the following details apply.In addition to us listing that these items are non-returnable in our Return Policy (posted at www.planetdj.com/returns.tpl), we also listed that the items were non-returnable in the following 7 locations:1). On the Product Page of our website, this item is labeled, "Non-Returnable: This item cannot be returned unless defective. Additional restrictions may also apply" along with a link to our Return Policy stating the reasons why it is non-returnable.2). On the Shopping Cart page of our website, after adding the item to the cart, where the product is listed and also labeled, "This is a non-returnable item" along with a link to our Return Policy stating the reasons why it is non-returnable..3). On the Confirm Order page of our website, prior to finalizing the order, where the product is listed and also labeled, "This is a non-returnable item" along with a link to our Return Policy stating the reasons why it is non-returnable..4). Also on the Confirm Order page of our website, where the customer is not allowed to complete the checkout process until they manually check the box that says, "I have read and agree to Planet DJ's Terms & Conditions of Use and Return/Exchange Policy" along with links to our Terms & Conditions and Return Policy stating the reasons why it is non-returnable.5). On the Thank You For Your Order page of our website, where the product is listed and also labeled, "This is a non-returnable item" along with a link to our Return Policy stating the reasons why it is non-returnable.6). On the Thank You For Your Order notice which was emailed to the customer immediately after placing the order, where the product is listed and also labeled, "This is a non-returnable item."7). On the back side of the Packing Slip enclosed with the product when it shipped, listing the full details of our Return Policy.

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Description: Sound Systems & Equipment, Mail Order & Catalog Shopping, Karaoke Machines & Tapes, Audio-Visual Equipment-Supplies & Parts

Address: 1315 Greg St STE 101, Sparks, Nevada, United States, 89431-6091

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