Update to Previous Experience. Mixed experience
Written: Nov 22 '08 (Updated Dec 27 '08)
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After 4 days, I didn't hear back from Customer Service and was able to find a phone number. I called and and they agreed to exchange the incorrect DVD's for the correct ones. They covered the cost of the shipping as well.
I wrote a letter explaining what I was looking for and even printed the pages from their website stating that I wanted the Collectors Edition and enclosed this with the DVD's.
The replacement DVD's arrived 2 days before Christmas but I got back at least one of the SAME DVD's. There was a tear in the plastic on one of them which made it easy to identify. Since they were incorrect, I could not use these as a Christmas gift and opted to return them.
I called customer service back and they simply apologized and didn't offer to make the situation right. They did take back the DVD and cover the shipping to return them. They also stated they would look into the inconsistency between product and what is depicted on their site. But as of today, they still have the incorrect DVD on their site. This issue is still open after about 5 weeks.
So I didn't have these in time for Christmas.
-----The next issue was a backoreder item. I received an e-mail notification that a backordered item was being shipped. It took about 7 business days for the item to arrive.
Unfortunately it was damaged prior to being shipped. You could see that the box was damaged and they still shipped it this way. A call was placed to customer service and they agreed to cover the cost to ship the item back. It was shipped back but after 7 business days, but they still hadn't received it. A call was placed and they agreed to expedite out a new one in time for Christmas even though they could not locate the one I shipped back. I received an e-mail stating that it was being shipped. but the expected date was after Christmas and the item still hasn't arrived. I called CS department and they want me to wait a couple more days. So this item didn't arrive in time for Christmas either and it is still open.
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A third item was backordered and I received an e-mail stating that the package was on it's way. This time, it took 9 business days to arrive. And this time, it arrived 3 days before Christmas and there were no issues with this item. It was exactly what I ordered at a reasonable price with free shipping.
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Overall, my experience is mixed. I wasn't aware of backordered products until I got o the cart (even though the page said they were in stock.) They got me something that was hard to find at a reasonable price. Their stock doesn't appear to match what's on their web-pages for some limited collection items. Their shipping department shipped out noticeably damaged items.
CS e-mail is slow to respond, if at all. The people who work the CS phones are pleasant and helpful. They don't offer any incentive to keep you as a customer after a poor experience. There also appears to be a disconnect between CS, Shipping and the web content people.
Recommended:
No
What product did you purchase or try to purchase? DVD's
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Epinions.com ID:
eng23708
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Reviews written: 2
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