The Customer is not always right at CD Universe - UPDATED 10/25/02
Written: Dec 05 '01 (Updated Oct 25 '02)
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The Bottom Line
Watch out with imports/rare CD’s purchases. You may end up with the wrong CD. Beware of returns! The good outweighs the bad. Bummer, because the site had promise
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So, what ever happened to ‘the Customer is always right’ mentality? With all the dotcom’s folding and the economy in the state it is in, one would think that dotcom’s and retailers in general would try to go above and beyond the norm to make each Customer’s experience great (or at least tolerable). Well, some of them do, but CD Universe is obviously not one of them.
MY STORY:
In November, I placed my first order at CD Universe for a CD that I needed for an audition in December. I had plenty of time to receive the CD and listen to it a few times before auditioning. What I didn’t expect was having to go through the process twice.
So, one day I come home to find the CD just where I requested it be left. Hmm…good start. Then I actually opened the packaging. What is this about a Snark? I ordered the London version of Stepping Out the Musical not something about a Snark. It turns out I received the wrong CD. I check the packing label. The correct CD is listed. Now the panic sets in. I need to call Customer Service and I doubt I will receive the CD on time now. I call Customer Service (referred to from now on as CS) and explain the situation (including the fact that I need this CD for an audition the following week. I called CS on a Thursday or Friday and mentioned that the audition was that upcoming Wednesday). After fighting with CS about it (CS wanted me to send back the Snark CD and once they received it back, THEN they would send the correct CD), CS agreed to ship the correct CD as long as I returned the Snark one. No problem with that. Now, one would think that CS would have sent the correct CD out right away, or at the very least, send it out via a faster shipping method so that I might have a prayer of getting it in time, but I’m wrong again. Tuesday (the day before the audition) I receive an e-mail stating that the CD has been shipped. Grrrrrrrrr.
So, in this scenario who gets screwed? The Customer. And, to make matters worse, I am told that I have to pay for shipping the Snark CD back and then they will reimburse me once they receive it. I’m not feeling really comfortable with this place at ALL and have many doubts that I will indeed be reimbursed.
Well, there is my story. A little heated, because I am still VERY upset about it. Honestly, I understand why companies have the procedures they do. I am normally sympathetic to retailers because I know how difficult Customers can be, but why would it takes a place so long to ship out items, etc. a second time when the company made the mistake? Wouldn’t you think there should be some protocol on how this Customer is handled so that perhaps you won’t lose that Customer? Again, what happened to ‘the Customer is always right’?
Needless to say, I will not be ordering anything this important from them again. And truthfully, I doubt I will order ANYTHING from them again, because if there was another problem, it is just too much work to fix.
THE WEBSITE
Despite the site being SO busy to look at, I found it pretty easy to navigate. Three tabs on the top of the page can direct you to music, movies or games. As I have only ordered from them once, I will concentrate on my experience navigating through the music area.
Once on the music tab, there is a lot to look at. Truthfully, I think it is a little too busy. The following areas are under the music page:
1. Showcase area: There are a couple of showcased items at the top (when I went on the page they had Holiday Music and Tribute to the United States listed).
2. Features: Below the Showcase area are the Features section with CD’s like Maria Carey’s greatest hits and Cypress Hill. This is a pretty large section with about 10 items listed.
3. Future Releases: Below the Features are Future Releases. Very useful section for those that are devoted music fans.
4. Quick Search: This is located the upper right hand area (just below Holiday Shopping Gift Guide). One of the things I like about this site the most is that they have a quick search area. Not only that, but the quick search actually works very well. I was easily able to find what I needed. They also gave me choices on how to search (by artist, soundtrack…which I love, Title, Label and song).
5. Browse: Below the quick search is the browse section. Also fun to use when you just feel like looking at what is out there or available. Again, they have many choices (too many to name).
6. Below that you have an option to send a page to a friend. I find this feature in a very odd place, but it seems to work well.
7. Departments: Then below the send a page to a friend icon you can look at departments. This is where you will find the wish list, music charts, gift certificates, free downloads, music accessories and CD University.
8. Sales: Below departments is the sale feature bargain area. Actually this area was pretty decent. If you hit it right, it looks like there are some good deals to be had.
9. Top Sellers: Then, for your convenience, they have the top sellers listed below the Sale Feature Bargain with links to the CD so you can just up and buy it.
10. Big Bang: This area is really nice. I haven’t come across this type of thing on a lot of sites. You can check out music news and reviews by music type.
COMMUNICATIONS
The e-mail communications were great. They sent e-mail when the order was received and sent another when the order was shipped. I like when companies do this. These e-mails are very helpful when you need to contact CS or they are just plain great to have in your tax records.
SHIPPING & HANDLING
The handling left a lot to be desired. Truthfully, I was surprised my CD wasn’t destroyed, because it came in such a shoddy package. The shipping costs were low enough (approx. $2.99, but more if you want it shipped via a special method), and the order was received fairly quickly and within the time frame they stated on the website.
THE BOTTOM LINE
I just can’t make myself order from this company again. I really feel like the CS rep didn’t care in the slightest that my order was messed up. It sounded like this happens all the time, which is an even scarier concept. And although the site is easy to navigate and shipping costs are low, neither matter if you do not receive the merchandise.
I read another review on CD Universe, and it said that the person received an e-mail asking for feedback. Oddly enough, I didn’t receive such an e-mail. Makes you wonder…..
UPDATE:
The saga continues...it took about 3 months to finally get my credit card credited. About 1 1/2 months ago, I returned both CDs to CD Universe. Around 2 weeks ago, I e-mailed CS inquiring as to why my credit card hadn't been refunded. One month grace period seemed a fair amount of time to allow them to credit the card. CS sent an e-mail back saying that they hadn't received EITHER CD back (fyi, they were shipped separately). I sort of lost my...uhm...cool, and sent a not-so-nice e-mail back. Here is the strange part, the very next day I received an e-mail back stating that they had just received both CDs back and would credit my account. Is this a coincidence? I don't think so. No way will I order from them again. I think they are crooked.
Recommended:
No
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About the Author
Location: Alexandria, VA
Reviews written: 167
Trusted by: 204 members
About Me: So happy to be in Virginia!
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