NOTE IF YOU GOT TO THIS PAGE FROM GOOGLE, WE ARE NOT ASSOCIATED IN ANY WAY WITH COLUMBIA HOUSE, IF YOU GOT A PACKAGE FROM THEM AND NEED TO CONTACT THEM PLEASE DO SO AND DON'T CONTACT US!!! --- e.d.


Well, I got the wrong disc also and called and they agreed to send me a new one, bill me, and refund me the same amount when they get the 1-disc version back.

I got nervious when I read the above post, but the SE shows up fine in my new order and I can find it pretty easily by searching their site.

I actually got the 2 disc version that I ordered but unfortunately it didn't come with a slipcase.

I did the same thing after reading your post. It was easy.

Note: "Returns & Exchanges" is one the options in the "Your Account" section.

They did the same thing to me. I emailed and this is what I got.

Thank you for informing us that you received the selection with the
missing disc.

You may return unopened shipments within 45 days by noting "Refused,
Return to Sender" on the package. If the package has been opened you may
return it at your expense by mailing the package to: DVD Customer
Removed. Please be sure to include
the invoice and an explanation of the reason for the return.

We are currently processing your order for the following selection.
Most orders are received within 1 week from ship date. You can always
review the status of your order by visiting your Order History at
columbiahouse.com.

PAN'S LABYRNSE $29.97

Nobody offered me a pre=paid mailing label. They said I have to pay for the shipping myself. I also have never received my 2-disc edition of Departed even though it was supposed to have shipped about three weeks ago.

So far my CH experience has been utter crap and i wish i could back in time to never join in the first place

what a crock of shit

I'm with you on this one. Having to pay to send someone else's mistake back is b.s.

Well, don't pay for it. Write them back and demand a return label. You just have to be clear about what you want and keep at them until they give it to you.

Or just say that you received a damaged disc. They won't double charge for lost or damaged discs. When you receive the return label, just mark it "received wrong disc."

i already emailed them about the label before i even made that post

and i know i don't have to accept it

but i find it ridiculous that they would even send me that email, or ask someone to pay to return something that's their mistake

just dumb on their part

i haven't opened any of the dvds they sent, i might just ask to send everything back and have them credit back all charges. especially now that they are charging my for both the 1disc and 2disc versions, with a refund supposedly coming for the 1disc soon...

but again, their mistake and they charge me for the 2nd one w/out refunding the 1disc first. what kind of business does that?

One of the problems with trying to use e-mail to resolve an error is that the first response is usually a canned reply that has little to do with the problem. In your case you clearly got a canned reply that was a mistake. There is no need to go ballistic about it. No, you don't have to pay for the return. Yes, you do need to contact them again to get the mistake straightened out.

In general, when you reply to the canned response you will get a reply from a live body. It helps when e-mailing Columbia House to make the problem clear and tell them what needs to be done about it. Be polite and be succinct. If the first response isn't helpful, try again.

Most longtime CH club members here use the phone to resolve problems. But that has its own issues (just getting a live CSR, for one), as you can see from the above posts. And some CSRs are more experienced in dealing with mistakes than others.

As for the business of charging again for the replacement, that is standard practice for CH. When they receive the return, they will credit the account for it. This takes some weeks, often three or more, so it takes patience. I have done a lot of returns over the years and have never not been credited correctly eventually, (but once I had to call and remind them).

It is also standard practice to refund the first order and place a second order, even if it is for the same charge. This has to do with Columbia House keeping its books straight, even if it may seem illogical to club members. I don't understand why it is such a big deal; it just is the way they do things. It has always been this way.

Yes, CH screwed up. Likely someone in the warehouse stocked the wrong version in the two disc bin. Or someone may have coded the bin incorrectly. And now CH has to clean up the mess at great expense and to the annoyance of club members, as we can see in this thread.

Hassles like this are part of the price we pay for getting really cheap DVDs from Columbia House. If such mistakes make you apoplectic, CH is not for you.

Small hassles wouldn't bother me so much but having them insist that I am charged twice for one purchase and have my money held hostage until the receive the other one. That is a bad business practice in my opinion.

Thanks again. I followed these directions today and got an American CSR that was very helpful. She said that the problem was already flagged on their computers and they were aware of shipping the wrong version en masse. She offered to put the new shipment on "Bill Me" and is sending a return label.

Just checking in: I recieved my incorrect Pan's Labyrinth today. I don't care THAT much about the movie to bother with the whole exchange process, so i went ahead and sent an email requesting they credit my account the $3 difference between the two versions, and I'll just keep this one.

Got mine today and it's the wrong one. And they're closed on the weekends... grrrrr. Now it'll be another week before I get it and I still haven't seen the movie. Has anyone gotten theirs replaced with the right one yet?

I have yet to pick mine up from the post office. I wonder if it's not easier for me to refuse the package and not take a chance that they sent me the wrong version, and simply request the correct version be sent to me again. This way, I won't have the hassle of requesting a return label.

Of course, I'm taking a chance they will process my return correctly.

Did anyone order the single disc version? mabey the wrong sets got sent to the wrong people? i see a lot of complaints about the 2 disc versions, but ive seen noone mention problems ordering the 1 disc.

Same here. no insert either.

I don't believe that Warner/New Line DVDs have inserts anymore.

After not getting the one I wanted I went to Walmart and bought a copy of the 2-disc set. It didn't contain an insert. I'm assuming that none of them do.

I ordered the one disc one because I didn't care about the bonus stuff.
They sent me the 2 disc one with a slipcover but no insert. Should I call them.

Being the sucker for exclusives that I am, I got the Borders version, which has a 16 page booklet insert or something. (It was also on "sale" for $22, they had a buy 3 get 1 free sale, and I had a gift card to use; so I'm ok with paying more than our usual $5.)

i'm jealous tho

What's the booklet like? Was it worth it?

My order shipped on Friday and I ordered the 2-disc version. I'm anticipating that it'll contain the 1-disc version and will refuse it. I'll reorder it at my convenience as I've had my share of issues w/ returns, replacements and refunds.

I also received the 1 disc instead of the 2 disc. They are sending an RA to send the one back and are shipping the correct one. I am going to keep the slip cover off the 1 disc in case my 2 disc is missing it.

I probably won't get around to opening it for a week or so, way behind in other stuff right now. But I think someone else talked about it in another thread. Maybe the exclusive disc thread, or one of the Pan's thread, or a Border's thread. Email me in a couple week's if you don't find out, I should have opened it by then.