This is how customer support is supposed to be. Human, friendly and competent. Victoria helped me with my request in finding a solution to my problem and was always friendly and welcome. The co... See more
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Review summary
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Victoria is a solution oriented person that does not hesitate to deeply analyse the issues and highlighted all issues A service above my expectation and she knows how to handle clients She is ve... See more
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Susana was absolutely amazing! She took me through the entire process without a hitch. Very calm, very professional and most importantly, very friendly. Lol, she kept apologizing throughout the whole... See more
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Viktoria is the best when is about to help us with missing transactions on Data Trans that we cannot track. Please give her either a promotion or the employee of the year even though is February.
Company replied
Company details
About Planet - Merchants
Written by the company
We Are Planet
Integrated payment solutions, hospitality and retail software, and global VAT refunds. Planet, is a financial services company, specialising in multicurrency payments, credit card processing and the management of VAT refunds for tourists. Planet provide their services to overseas visitors, international retail groups, hotels and banks around the world. It is one of largest tax refund providers globally.
Planet also provides integrated software, payment and technology solutions for its customers in the Hospitality and Retail sectors and worldwide via a network of global Financial Services Partners.
Founded over 35 years ago, we have evolved our services, delivering an innovative digital commerce platform that puts customer experience first.
Planet, a global technology leader, has combined with Proximis, Datatrans, Protel, and Hoist Group to power digital commerce, with industry leading cloud software and payments solutions for the Retail, Hospitality, and Financial Services verticals. The combined company operates in over 120 markets and employs more than 2,000 people worldwide.
Contact info
Martin House, Dangan, H91 AO6C, Galway, Ireland
- customer.experience@weareplanet.com
- weareplanet.com
4.8
Excellent
510 reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 70% of negative reviews
Typically replies within 1 week
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Andrés Ortiz from customer support…
Andrés Ortiz from customer support helped very effectively solve the issues providing top-nocht counsel and a solution to the sensitive issues at hand. The response was provided in a timely manner both on the phone and in a written form. The service provided from Andrés is always impeccable and on-point
9 September 2025
Unprompted review
Reply from Planet - Merchants
Hi Angel,
Thank you for sharing your positive experience with Andres! We’re thrilled to know that our team member exceeded your expectations. We will make sure to pass on your kind words to Andres and his manager.
Best wishes,
Planet Customer Experience Team
Great Service from Patrizia
6 September 2025
Unprompted review
Reply from Planet - Merchants
Dear Customer,
Thank you for your feedback! We’re pleased to hear that Patricia delivered excellent service. At Planet, customer satisfaction is one of our pillars, and we're delighted to hear that we achieved that for you.
Best wishes,
Planet Customer Experience Team
Davide was great!!
the support was really easy and Davide was super fast in helping me fixing my problem.
I have to say this was one of the best supports I ever had!!!
Thank you
6 September 2025
Unprompted review
Reply from Planet - Merchants
Hi Ramin,
We truly appreciate your kind words about Davide. At Planet, our goal is to provide outstanding service, and we're delighted to hear that we achieved that for you. If there’s anything more we can do, please let us know.
Best wishes,
Planet Customer Experience Team
Thank you Patricia
How fast and accurately Patricia responded to our request.
6 September 2025
Unprompted review
Reply from Planet - Merchants
Hi Sokkio,
Thank you for taking the time to leave your feedback. We're so glad to hear that Patricia made your experience a positive one! At Planet, providing excellent customer service is our priority and it's fantastic to know we have succeeded.
Best wishes,
Planet Customer Experience Team
Well done Patricia
Patricia was clear and precise with her instructions, solved the issue with a matter of minutes.
4 September 2025
Unprompted review
Reply from Planet - Merchants
Hi Brian,
Thank you for your feedback! We’re pleased to hear that Patricia delivered excellent service. At Planet, customer satisfaction is one of our pillars, and we're delighted to hear that we achieved that for you.
Best wishes,
Planet Customer Experience Team
Serious failures in complaint handling
We raised a formal complaint with Planet regarding ongoing payment issues that directly affect our business operations. To date, Planet has not provided a proper acknowledgement.
Instead, we received an automated message incorrectly suggesting that we were responsible for issuing an acknowledgement letter to ourselves. This is confusing, misleading, and gives the impression that Planet is not in control of its own complaint process.
These failures come on top of a multitude of other issues we have experienced with Planet’s system - including guests being overcharged - which has created both financial and reputational damage for our business.
For a company handling financial transactions, this lack of clarity, accountability, and reliability is extremely concerning. Customers should be able to rely on prompt, professional, and transparent responses - especially when complaints relate to payment failures.
Our experience so far has been contradictory messages, no clear point of contact, and no evidence of a resolution plan. This has shaken our confidence in Planet as a payment partner.
Based on our experience, businesses considering Planet should think very carefully before entrusting them with critical payment services.
29 August 2025
Unprompted review
Eugenio is a true professional
Eugenio is a true professional. He is clear, precise and concise.
His knowlege is impressive and every time he handles a ticket, you know the answer will be the best one for the merchant.
A true pleasure working with Eugenio!
2 September 2025
Unprompted review
Reply from Planet - Merchants
Hi Guillaume,
Thank you for sharing your positive experience with Eugenio! We’re thrilled to know that our team member exceeded your expectations. We will make sure to pass on your kind words to Eugenio and his manager.
Best wishes,
Planet Customer Experience Team
Drained my bank account
I am a customer of a company that uses this software (holiday inn Bristol airport). Booked and paid for a hotel, a week later the hotel emails me saying I’ve not paid. Check my PayPal to see that not only had I paid I’d been charged FIVE times and a sixth was pending. The hotel staff had no record of this. What kind of software is able to drain your customers bank account and give you zero visibility of it??
**edit - they tried to move my review to another page but if you search planet and IHG (the company that owns holiday inn) then you will find a linked in post about how they supply the payment software for ihg.
13 August 2025
Unprompted review
Reply from Planet - Merchants
Hi Zoe,
We regret that our service did not meet your expectations. We would like to review this in more detail for you, please provide us with additional information via the request we've made through Trustpilot.
Best Regards,
Planet Customer Experience Team
Patricia was helpful
Patricia was helpful, understanding and quick in solving the query.
22 August 2025
Unprompted review
Reply from Planet - Merchants
Hi Uljana,
Thank you for sharing your positive experience with Patricia! We’re thrilled to know that our team member exceeded your expectations. We will make sure to pass on your kind words to Patricia and her manager.
Best wishes,
Planet Customer Experience Team
help in reconciliation matter
Great support from Eugenio Cirillo: very clear, helpful, and patient. He even followed up with a phone call to clarify me some unfamiliar points. Much appreciated!
21 August 2025
Unprompted review
Reply from Planet - Merchants
Hi Serena,
Thank you for your feedback! We’re pleased to hear that Eugenio delivered excellent service. At Planet, customer satisfaction is one of our pillars, and we're delighted to hear that we achieved that for you.
Best wishes,
Planet Customer Experience Team
david was very helpful !!!!
david was very helpful !!!!! Thank you again
21 August 2025
Unprompted review
Reply from Planet - Merchants
Hi Aline,
Thank you for taking the time to leave your feedback. We're so glad to hear that Davide made your experience a positive one! At Planet, providing excellent customer service is our priority and it's fantastic to know we have succeeded.
Best wishes,
Planet Customer Experience Team
She had a lot of pattience and she…
She had a lot of pattience and she explain really weel she is a wonderfull person.
18 August 2025
Unprompted review
Reply from Planet - Merchants
Dear Customer,
Your positive feedback about our service is greatly appreciated! We’re pleased to know that the efforts of our team has made your refund experience an enjoyable one.
Best wishes,
Planet Customer Experience Team
Case number 02302584
Mr. Omar P. from Weareplanet support explained everything that would usually take days or weeks of e-mailing in one pleasant short call so Thank You Omar again and i hope to hear you soon again! :)
7 August 2025
Unprompted review
Reply from Planet - Merchants
Dear Customer,
Thank you for taking the time to leave your feedback. We're so glad to hear that Omar made your experience a positive one! At Planet, providing excellent customer service is our priority and it's fantastic to know we have succeeded.
Best wishes,
Planet Customer Experience Team
I was helped quickly and professionaly…
I was helped quickly and professionaly with my Setting Problem. Thank you so much.
6 August 2025
Unprompted review
Reply from Planet - Merchants
Hi Menus,
Your positive feedback about our service is greatly appreciated! We’re pleased to know that the efforts of our team has made your refund experience an enjoyable one.
Best wishes,
Planet Customer Experience Team
Amazing costumer service
The operator was highly professional and knowledgeable. He guided me effectively toward achieving my goal and showed genuine care throughout the process. This is exactly how customer service should be!
4 August 2025
Unprompted review
Reply from Planet - Merchants
Hi Elena,
Thank you for your positive review! We're delighted that you had a great experience with our service. At Planet, we are dedicated to making your VAT refunding seamless and efficient.
Best wishes,
Planet Customer Experience Team
Patricia did an exceptional job in…
Patricia did an exceptional job in helping me resolve the issue I had, efficiently and quickly.
26 July 2025
Unprompted review
Reply from Planet - Merchants
Hi Marco,
Thank you for your feedback! We’re pleased to hear that Patricia delivered excellent service. At Planet, customer satisfaction is one of our pillars, and we're delighted to hear that we achieved that for you.
Best wishes,
Planet Customer Experience Team
The support person was very well…
The support person was very well infomed an helpfull
23 July 2025
Unprompted review
Reply from Planet - Merchants
Hi Nikita,
Thank you for your great review! We are delighted to hear that our service met your expectations. At Planet, we always strive to ensure every customer’s experience is positive and smooth.
Best wishes,
Planet Customer Experience Team
Patricia is so knowledgable and…
Patricia is so knowledgable and patient. Real asset to Planet. Thanks Patricia once again!
18 July 2025
Unprompted review
Reply from Planet - Merchants
Hi Elly,
Thank you for your feedback! We’re pleased to hear that Patricia delivered excellent service. At Planet, customer satisfaction is one of our pillars, and we're delighted to hear that we achieved that for you.
Best wishes,
Planet Customer Experience Team
Patricia is a star!
I have been having issues with logging into the system for a while and have sent numerous emails to Customer Service. Although the ticket was closed, the issue persisted. While I could not have the access to the system, I had to trouble my colleagues to help me with generating the links. I then decided to call and happened to be assisted with Patricia. She has immediately looked into my request, provided all the assistance and resolved the issue right away while we were on the phone. Her friendly tone, willingness to resolve the issue in the most efficient manner has to be celebrated and rewarded. Exemplary work ethics. Patricia is a STAR!
17 July 2025
Unprompted review
Reply from Planet - Merchants
Hi Ruta,
Thank you for your wonderful review! We're delighted to hear that Patricia provided you with top-notch service. We will make sure to pass on your kind words to Patricia and their manager.
Best wishes,
Planet Customer Experience Team
Susana was very helpful throughout and…
Susana was very helpful throughout and solved everything for me
15 July 2025
Unprompted review
Reply from Planet - Merchants
Dear Customer,
We truly appreciate your kind words about Susana. At Planet, our goal is to provide outstanding service, and we're delighted to hear that we achieved that for you. If there’s anything more we can do, please let us know.
Best wishes,
Planet Customer Experience Team
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