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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What people talk about most
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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
509 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.
Irene and Frederika solved my problem.
22 July 2026
Unprompted review
Silvia was incredibly kind and patient…
Silvia was incredibly kind and patient and helped us a lot. Thanks
16 July 2026
Unprompted review
Reply from Planet - Merchants
Hi Pierre- Louis,
Thank you for your wonderful review! We're delighted to hear that Silvia provided you with top-notch service. We will make sure to pass on your kind words to Silvia and her manager.
Best wishes,
Planet Customer Experience Team
Patricia was extremely supportive and…
Patricia was extremely supportive and resolved the issue immediately. Her prompt assistance was greatly appreciated.
15 July 2026
Unprompted review
Reply from Planet - Merchants
Hi Kristina,
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
Susana was very patient and helpful.
10 July 2026
Unprompted review
Reply from Planet - Merchants
Hi Sharon,
Thank you for your feedback! We’re pleased to hear that Susana 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
Federica answer all my questions and…
Federica answer all my questions and solve the problem immediately
10 July 2026
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 Federica 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
Tank you for calling.
The initial AI response I got from Planet Support was incorrect and created even more confusion. However, less than an hour later I was called up by Federica who was kind and very helpful. We resolved the issue in minutes.
10 July 2026
Unprompted review
Reply from Planet - Merchants
Hi Emil,
At Planet, we always strive to ensure every customer has a positive customer experience. So we are delighted to hear that you've found the help and advice of Federica to be helpful. We'd be happy to assist again if needed.
Best wishes,
Planet Customer Experience Team
Reply from Planet - Merchants
Dear Customer,
We are delighted you had a great experience with our service. Thank you for taking the time to leave this lovely review.
Best wishes,
Planet Customer Experience Team
Great and efficient support
Thank you so much to Susana, for helping me in an urgent issue.
8 July 2026
Unprompted review
Reply from Planet - Merchants
Hi Diana,
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
Gery was very helpful
8 July 2026
Unprompted review
Reply from Planet - Merchants
Hi Veronika,
Thank you for taking the time to leave this lovely feedback. We are delighted to hear your interaction with Gery has exceeded your expectations and we've made sure to share this with her manager.
Best Regards,
Planet Customer Experience Team
Planet Payment is a complicit actor in…
Planet Merchant Services SAS is utilizing unverified data streams and attempting to obstruct statutory data rights to protect merchant processing revenue. As the primary cardholder for Capital One transaction Case 260604161950152, I initiated a formal GDPR Article 15 Data Subject Access Request (DSAR). Planet's frontline administration initially attempted an illegal baseline rejection under Case 02926483, falsely claiming they have no data obligations because I am "not a direct commercial customer."The official Visa Resolve Online (VROL) rebuttal packet (Case 2653979494) completely exposes this claim. The network logs show Planet actively processing and transmitting my personal transactional data on June 9, 2026. This data transaction occurred weeks AFTER their merchant client, CABINN Hotels, certified to us in writing that my personal data was permanently deleted and anonymized. Under GDPR Article 17(3)(e), data cannot be manipulated or selectively purged during an active financial claim.Planet's Privacy division has since been forced to step in, overriding their support desk to acknowledge my statutory rights while demanding strict statement verification parameters under Article 12(6). This identity check was fully cleared directly from my account email on July 1st, alongside explicit metadata disclosure demands for full database dumps.Instead of fulfilling this active 30-day legal clock, Planet's teams have spent their corporate hours flagging consumer reviews to suppress public visibility. This systemic failure regarding transparency, accurate data mapping, and the processing of compromised merchant records has been formally reported to the Irish Data Protection Commission (DPC) and the Danish Datatilsynet for cross-border regulatory enforcement. Clean up your internal compliance disarray, stop abusing the flagging tool, and fulfill the active data audit.
14 May 2026
Unprompted review
Professional, Efficient and Helpful
We would like to express our sincere appreciation for the excellent support provided by Angelica. She handled a credit card refund issue concerning one of our guests with great professionalism, efficiency, and courtesy. Thanks to her prompt assistance and dedication, the matter was resolved smoothly and satisfactorily. We are very grateful for her commitment and outstanding customer service.
6 July 2026
Unprompted review
Reply from Planet - Merchants
Hi Carlo,
Thank you for your feedback! We’re pleased to hear that Angelica 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
Friendly customer support
Friendly customer support
Nicola helped me with my request in finding a solution to my problem and was always friendly and helfull .
This is how customer support should be,
3 July 2026
Unprompted review
Reply from Planet - Merchants
Hi Rochie,
At Planet, we always strive to ensure every customer has a positive customer experience. So we are delighted to hear that you've found the help and advice of Nicola to be helpful. We'd be happy to assist again if needed.
Best wishes,
Planet Customer Experience Team
ssl certificate issue resolved
Simon S. helped is identifying a problem with a recent ssl certificate update which became active a midnight.
the problem was no in he certificate itself, but in the CA path.
3 July 2026
Unprompted review
Reply from Planet - Merchants
Hi Alois,
We truly appreciate your kind words about Simon. 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
customer service
The customer service is so careful and so professional. it is really appreciated to be able to speak to someone smart and quick like Angelica. Our company recommends
2 July 2026
Unprompted review
Reply from Planet - Merchants
Dear Customer,
Thank you for sharing your positive experience with Angelica! We’re thrilled to know that our team member exceeded your expectations. We will make sure to pass on your kind words to Angelica and her manager.
Best wishes,
Planet Customer Experience Team
Efficient and solution driven.
Efficient and solution driven.
Excellent works as the answer is concise and get straight to the point in order to solve the merchant's issue!
30 June 2026
Unprompted review
Reply from Planet - Merchants
Hi Guillaume,
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
We had issue to understand if the starting processing
We had issue to understand if the integration between Nexi (our provider) and Datatrans/Weareplanet was done since we had transactions declined. Mahran took time in explaining and providing information regarding the new process which is new for us.
29 June 2026
Unprompted review
Reply from Planet - Merchants
Dear Erik,
Thank you for your feedback. We understand your frustration and sincerely apologize for the inconvenience caused.
We would like to clarify that the matter is currently dependent on the third-party integrator involved in the solution and therefore is not fully within Planet's control. While we are actively following up and coordinating with all parties to help move the case forward, certain actions and timelines depend on the integrator's investigation and resolution process.
Please be assured that we remain engaged and will continue to work closely with the integrator to achieve a resolution as quickly as possible. We appreciate your patience and understanding.
Best wishes,
Planet Customer Experience Team
Patricia was very kind and helpful
26 June 2026
Unprompted review
Reply from Planet - Merchants
Hi Juan,
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
Reply from Planet - Merchants
Hi Marcus,
We are delighted you had a great experience with our service. Thank you for taking the time to leave this lovely review.
Best wishes,
Planet Customer Experience Team
Had a inquiry and got immediate and…
Had a inquiry and got immediate and professional help. Pati did a great job!
25 June 2026
Unprompted review
Reply from Planet - Merchants
Hi Sakarias,
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
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