Here's a link to the Customer Service Contact thread that you can find at the top of this forum.

No, but if you look at your invoice from DVDexpress.com it shows shipped via USPS standard. Therefore, I am assuming it is a USPS number because the USPS tracking website doesn't give you an error when it is entered but pulls back

"Tracking service has not been purchased for this item."

Update: It appears that the USPS website pulls this back for any number entered. I guess we still don't know what type of number that is then.

I presume that they have that fedex thing hardcoded into their website. I not sure exactly what type of number it is but the invoice definitely states ship via USPS standard not FedEx.

rdodolak,

I have no idea what that number is either, but dont put a tracking number on a order that obviously doesnt have one (I know I paid for 99 cent regular shipping) and then misdirects them when they click on it. That's just asking your customers to yell at ya . My hope was that they'd upgraded my shipping because of all the website outages, etc. Obviously that wasnt the case. I've not heard back from customer service either. I figure the next I hear from the will be that they've canceled that open order. I've also not gotten the DVDs yet either.

I finally gave up and cancelled the 3 orders, 8 titles I had with them. I guess maybe I was lucky they never said anything was shipped and have not had any credit card charges, yet.

Off to order the Sex and Buttered Popcorn Collection from VCI. Not at Dvdexpress!!!

Got another CC authorization failed email. Still no DVDs from the 3 orders that they where able to authorize on the SAME CC!! Grrrrrrrr. Still NO response from my emails to customer services (besides the cut/paste jobs about CC authorization failure).

Oddly, one of my backordered $9.99 DVDs has changed to "pending" and the title has "1 copy in stock". We'll see what becomes of that. Grrrr.

I bet that was a title I cancelled. Good Luck...

My two orders (Jan 25, Jan 26) were both charged to my credit card and invoices (showing them "shipped") were received within one day of the orders.

Shipped where???? Not to me, apparently.....

Human Monster/Mystery Liner Bela Lugosi double feature, was that the title?? Cheers.

I guess it doesnt matter now since my open order has vanished from my order history. That really pisses me off!! I'll never do business with them again and if I dont get the DVDs they've charged me for I'll be disputing those charges.

I have this title but it is not one that I cancelled. I got it last year from the Troma sale. I was kind of thinking that they seemed similar.

Received my order placed on 1/28 from dvdexpress.com today. Included was one of those old dvdexpress.com wooden gliders and a post-it note pad. BTW, that tracking number listed on dvdexpress.com is a SmartMail tracking number. It appears that only dvdexpress.com can track these numbers, since you have to be a smartmail customer.

www.smartmail.com
track.smartmail.com

I sent an inquiry to DVD Express via their website. A copy of the inquiry is down below. Here is their response:

Dear DVD Express Customer,

Thank you for contacting us, and we apologize for the delay.

DVD Express recently purchased the assets of Express.Com (a company which filed for bankruptcy earlier this year). As a result of this bankruptcy many customers from Express.Com had outstanding Reships, Gift Certificate and other costly issues, which we chose to honor. However, in the process we have spent a lot of resources, and lately this has lead us to have some difficulties in receiving products. Therefore, no exact restocking date can be given. However, with recent news we have received, we anticipate most orders containing backordered products will be shipped within the next few weeks, but we still expect in some cases it will take longer.

PLEASE NOTE: You do not need to be worried that your credit card was charged for the open order; we do not process payment against your credit card until your order has been shipped.

We truly apologize for the delay and appreciate your understanding.

Sincerely,

Customer Service
http://www.DVDExpress.com

***Please make sure that your reply includes all previous correspondence so we may assist you more efficiently. Thank you.***


-----Original Message-----
From: [email protected] [mailto:[email protected]]
Sent: Monday, February 04, 2002 3:32 PM
To: [email protected]
Subject: Order Status

Email from XXXXX XXXXXXXXXX

Submitted information:
Email Address = [email protected]
Order Number = XXXXXXXX
Order Date = 01/01/2002

Message as follows:

Hello:

The Blair Thumb DVD was released on 01/22/02. I placed an order for it on 01/01/02. It immediately went into Backorder status. I assumed this was fine because it was a preorder.

However, two weeks have passed since the release date. According to my Account Status page, the Order Status is Pending. Further below, it says Backorder for the status.

Please let me know the status of my order. Thank you.

Sincerely,
XXXXX XXXXXXXXXX

DVDude!,
This statement leads me to believe that you've been cut&pasted by the customer service autopilot. I mean you make no mention of being charged in your original email. However, let me ponder on the interesting nature of this statement. The customer shouldnt be worried that they were charged already for the order that was not shipped yet, but we say we dont charge you until the item is shipped? Yet the beginning of the statment makes it sound like the credit card has already been charged. Oh yeah, that shouldnt worry anyone .

Correct me if I'm wrong but I thought that Express.com and DVDExpress.com were basically the same thing. Express.com branched out from DVDexpress (and started selling stuff besides DVDs) and failed and then they returned to the now failing (at least in customer service and soon in the same way as Express IMHO) DVDexpress. My deduction as to why they're having trouble receiving products is that they probly cant pay their bills.

I'll let you make up your own mind as to the truth of their apology, but I personally dont put much faith in their truthfulness. I have truly hate the implication that my (or anyones) understanding is given to this situation. I placed an order (at Express or any etailer) and I expect it to be filled!! If you cant fill it tell me, dont just use a bogus excuse and then obliterate all traces from the order history. If your sale was limited to product on hand, then you should've put that on your website.

I also expect that the repeated CC authorization emails that I got had nothing to do with my CC, but more to do with the possiblity that DVDExpress (or Express or whatever) probly couldnt pay the processing company. I'm extremely suspicious that my order vanished completely from their website instead of being listed as canceled and remaining in my order history.

Unfortunately, their glory days were long behind them. I know that I'll never deal with them again. If they die this time, I dont think they'll be resurrected again.

I placed 2 orders with them within 4 days of each other. 1 order went into backorder(this was my 1st order) and my 2nd order was shipped the same day I placed it. It shipped on the 28th and I recieved it yesterday.

FYI, the DVDExpress contact email addresses in that thread are no longer valid. Email sent to them will come back as "undeliverable".

Also, the listed phone # is eternally busy, which probably means it is no longer in service.

Like others in this thread, I had a $57 order placed and supposedly shipped on 1/25. Though my credit card has been charged, I have not received the shipment. (As DVDExpress is located less than 10 miles from my home, it shouldn't take 2 weeks for a package to arrive -- no matter how it's shipped!)

They once were a decent company, but not any longer. Avoid them like the plague!!!
DVDExpress

Same problem here.....order supposedly shipped 1-15.... and no way to contact them! AHH!

I got my 3 orders (that were shipped on 1/24 and 1/25 ) today!! Personally I think that the smartmail system isnt so smart. From the description of the service on their own website it looks like they act like a middleman and substantially delay shipping by doing so.
My other order is still vanished from the website with no notification or anything of it's cancellation/vanishing. Nothing in order history of it either. I was always of the opinion that they were going to find some way of not fulfilling it. I've also removed my CC from the account and will NEVER be ordering anything from them again.

Yesterday, I got the order that was supposedly shipped on 1/16. I still have 2 more orders pending, but I am more optimistic about them now.

Just an update:

The order I placed on the 24th that went into backorder has now been shipped. I feel for the prices I paid this is not a long wait for this order to ship. I was actually expecting it to be cancelled.

I got the 1/16 order last week and the other two (from 1/24) yesterday. So I guess it was bloody likely.

I finally got my order yesterday that shipped 1-15. Almost a month.