They lost my trust on my first order.
Written: Jul 20 '07 (Updated Jul 20 '07)
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Do to a problem with their website that they know about; in order to place an order for 2 $150.00 gift certificates, one has to complete the order process completely and checkout for each certificate. One cannot just select CONTINUE SHOPPING and put in the information for the second gift certificate. You have to go through the complete order process another time for each Gift Certificate.
To their credit DVD Empire has an easily reached customer service number. The agent didn't even know about the order process for Gift Certificates. He entered an order along with me while we were on the phone. He experienced the same problem.
He put me on hold. When he came back he told me that 2 separate orders are needed for 2 Gift Certificate purchases. The only problem with that is; even though they know this, nothing about it is stated on the web site.
50 minutes later I finally was able to complete my 2 separate orders for the $300 in gift certificates.
I received immediate email order confirmations stating that my "Order is shipping via USPS Expedited Shipping and should arrive within 3 - 5 business days from its ship date." The problem with that is; during the on-line ordering process I selected to have the certificates emailed to the recipient.
The following afternoon I received 2 emails stating; "We are having problems processing order #xxxxxx. Please contact our Verification Department to verify your order information at 1-888-383-1880"
Upon calling, I get the same customer service rep I spoke with yesterday. He informs me that DVD Empire verifies all orders for Gift Certificates. That's OK with me, but again, why wasn't that also stated on the web site or in the emailed ORDER CONFIRMATION???
The site gives you a choice of what date you would like the certificate sent by email and makes no mention of the required verification process. I assumed my gift was received this morning.
I asked the customer service person to please cancel my orders. I want to send my friend a gift, not a headache.
(Based on the other reviews posted the GOOD reviews are SO much different they may be from friends of the owner. They truly read like advertisements. This is just a speculation.)
Recommended:
No
What product did you purchase or try to purchase? Two- $150 Gift Certificates
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About the Author
Reviews written: 4
Trusted by: 0 members
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