<b>STILL</b> crawling along.

I just bought four DVDs and it took me over an hour with a cable connection-eek-

They're lucky they have great prices and free shipping.

I have a cable modem too, and I won't lie and say it's fast, but my orders have been going through within reasonable lengths of time.

My current problem is that an order that I placed for the Jackie Brown CE and the LotR EE is showing as completed even though neither movie is out for weeks/months. I don't mind re-placing the order, but I want some assurance that I won't end up with four discs.

Just to follow up on my experiences having a horrible time getting in touch with DDD. I finally got a representative on the phone this morning, and I got my order placed with the coupon, no problems.

Just to say, tonite the site seemed much much better.

Not toally up to where it was, but not so slow either. I filled my cart with preorders, and what not, in under 30 minutes.

It's not even just a matter of a slow site, it's them being unable to process orders when they are placed too. I don't plan on bothering with them much more. Slow site + enigmatic service following the order = Dissatisfied.

ok, believe it or not I'm changing my tune. It doesn't happen very often, but when it does, there has to be a good reason.

I received an email from Mr Barker asking me to please give it some time, and to let him personally know when the site was back up and running again. So I waited, after all, my order was going to be mostly preorders, with a few current releases thrown in. So, there I sat, waiting, waiting, waiting...

Finally, on Saturday, the site must have gotten a steroid shot. Everything started running close to the way it used to.

I emailed Mr Barker, explaining my situation, and he was VERY courteous, and professional, dealing with all my concerns about the site.

:up:

DDD is still running a tad slower than it used to, but the ordering system seems to be back on par.

My $$$ is going back to DDD.

I think the customer service is really great. They really seem to care about keeping a good relationship with the customer. That is the only thing that is keeping me from jumping ship. Last night it took me an hour to place an order. After a number of web site not responding messages, and various other problems, it went through. As of now, still no email confirmation, nor is it on the order status on the web. Orders that I cancelled 10 days ago are still listed as open on the web site. I really hope this is going to change for the better soon.

I buy almost all my online DVDs at DDD, but it is frustrating when I try to look at my order status and it takes 5 minutes for the page to load. I really hope they find a way to speed their website up. I've even got one order I placed weeks ago that still doesn't show up. Hopefully, it will go through.

I have huge fondness and loyalty for DDD, but it is frustrating to see these technical problems over such an extended period. It's been practically a month--and it happens to correspond with one of my busiest purchasing periods ever.

I've always been impressed with their willingness to discuss things openly here. David Barker's very courteous, professional and pro-consumer attitude goes a long way with me.

But I do find myself for the first time worried about their future. I'm still ordering, but I'm extremely concerned. Server response time is still unreasonably slow. Cookies seem to be lost with nearly each visit. Order history is inaccurate and not updated. All is clearly still not well, even after repeated reassurances over several weeks.

I'm only getting server time-outs at this point.

After nearly an hour I was finally able to access my account. I was beginning to think it was AOL until I tried IE and that was even worse. -eek- I have three orders which are still not showing up on my account page so I decided to give them a call.

I was on hold for nearly forty-five minutes before a rep answered the phone! I don't know about anyone else but I'm about to jump ship with DDD. At this point the hassles of trying to access their web site is just to much hassle.

me too...
 

I was also on hold for a loooong time but never got through to a representative... my wireless phone's charge gave out first. It was around 1/2 hour- 45 minutes. To be fair, I have never had a problem with these guys but lately things seem to be going downhill. I hope everything is ok with them.

*sigh*
 

welp, i've still got an 'outstanding order' placed on june 16 for lotr, checking my account, 'open' and i don't believe i've been charged yet.

then... thinking the problems have been resolved, ordered simpons season 2 on thursday aug.1, got an order email, but no order confirmation email?? wha??

now checking my account, the order isn't even on my account..... *shrugging his shoulders* guess i'll call them and stay on hold for an hour just to make sure the orders are going to be cancelled, and i'll place them elsewhere.

ordering online shouldn't be this much of a hassle, especially for a site that 'used' to have an outstanding reputation. i mean, atleast put a notice on your home page people, or take the site offline and fix it, once and for all. i just tried to log into check my account information, and i get 'page is currently not available'.....nice.

For what it's worth,

I got a shipping confirmation on something that never got an order confirmation.

And they shipped something else, but without a shipping confirmation. My wife says I got two boxes today. Who knows what they are? My LOTR and STII/WOK? Preordered but no shipping confirmation, yet....

I can't believe DDD is in money trouble due to their great rep (at least on the forums - but what indicator is that, I don't know). Buy maybe expanding to CDs and the software changeover are a double whammy. Like the rest of you DDD supporters, I hope they fix things.

D

For David:

David, perhaps you should put a message on the front page of the site indicating to the customers who don't consult forums such as this one that the site has issues, but is in the process of addressing them. I always like to at least see that when I get to a site...that way I know I should wait until later.

Thanks!

I ordered the Simpsons season 2 set (along with season 1 - they had a special on both.) on the 3'rd and never got an order confirmation either. They charged my card the next day, but there's still no sign of the order on my account page.

Also, they charged my card over a week ago for LOTR, but I never got a shipping confirmation, and it hasn't shown up yet.

I've been shopping at DDD for a while, but I've got to say, this is all a bit worrisome...

Michael

Their site is now closed for maintenance. So maybe the end to all these problems is in sight.

Michael,

I got my LOTR and STII today. Both with no shipping confirmation, and preordered in two separate orders awhile back. So hang in there...

D

ddd customer service...
 

...everyone, spoke to customer service lastnight, was on hold waiting for someone for about 10min, not bad, and got 'veronica'. i asked her to check my accounts and they did have a pre-order i placed on thursday awaiting backorder fill, as well as my lotr order sitting there.

when i asked her why i couldn't see it on my account page, she explained the whole 'software issue' w/the website. now, this software issue is apparently affecting their email systems which is why we're not getting confirmations, etc...

she explained that it should 'kick in' very soon and was very appreciative for everyone's patience.

my lotr order, if i look at it even right now, says, processing, but she was able to tell me that the order shipped out on july 30. i accepted this and said 'well, i haven't gotten my mail yet today, so, maybe it'll be in my mail box this afternoon', she said, if it's not, to call her back.

low and behold.... lotr was in my mail box 10min. later! now, that's customer service.

bottom line, if you have order queries, don't send email, call them. if you've placed an order, odds are, it'll still go out, you just won't get an email confirmation.

good luck, god speed.

I called customer service yesterday about two open orders on my account. I canceled the first order via email and it was still showing up as open the nice woman on the phone informed me that the order was indeed canceled. My second order was for STII and I wanted to know if it has shipped and she said it was going out the door as we spoke. I actually received the disc that afternoon so it seems that DDD has found a really fast way to ship! It seems like calling is the way to go.

As of 9:30 this morning, the site is up, and it's not slow.

It's 12:50 Central time and the site appears to be down again.

They have now posted a message on their website talking about the upgrades and how they should be fixed shortly. :)

Wonderful. Now all I need is the July 12 order to arrive, or perhaps be confirmed as cancelled and the pending credit charge to be removed and to avoid using them in the future! :)

My order status has been updated on the site. Everything that is open is correct, as well as all cancelled orders. Hopefully this is a sign of good things to come overall. They are still way behind on putting things up for pre-orders though. I have ordered Spiderman, Insomnia and a half dozen other things on other sites because DDD still doesn't have them listed to order.

I ordered High Noon on 7/29. They shipped it on 8/1 and I received it yesterday. This was my first order with them in some time, and it went as smoothly as the many purchases I have made from them in the past. I plan on continuing to do business with them. The system upgrade glitches that they have encountered, were unfortunate,, and I hope that they will make sure that it will not happen the next time they go through an upgrade. Remember that even Amazon went through many similar problems. So, since DDD has been, overall, a very reliable vendor, I am going to stick with them.

I'm also going to stick with them. I'm not ready to bail quite just yet; they've always been reliable in the past and I can understand they are having some glitches... After all- they are no MikeCTW (BigCD.com)!!!
The thing that frustrates me is that they evidently did very little testing on their recent upgrades. I hope next time they update their software/website/ordering system they take that into consideration.

I am, however, going to wait awhile before I resume business with them. They are in 'timeout'.


zeek

I placed an order for Aug 6 titles on July 29. I received the email notice that the order was shipped on Aug 2. (So far, no package.) Yesterday I got a cryptic email from them - it had my order listed with each item having a quantity of "-1", then listed again with a quantity of "1". Then today I received an email notice saying that PART of my order has shipped today (despite the shipping confirmation I received a week ago for the entire order).

I'm usually happy with them for the most part, but this one is frustrating.

Q: Are they a branch of Critics Choice Video, or do the two companies just share the same address? I visited their outlet store yesterday. I'd love to be able to pick up my online orders!

I ordered a title last weekend received a shipping notice on Monday and received it today. Fastest I have ever got a title from them.

Last I looked the order was in the Completed section but it still said 0.00 was charged but the charge showed up on my visa this morning.

Don't know what it means in terms of order-pickup, but they seem to be sibling companies of the same parent.

I see the notice about the upgrade has been taken off the front page. Wonder if everything's supposedly back to "normal"?

Has anyone placed an order, received an email confirmation, and had the information placed immediately in their order status? I am nervous to try an order again unless everything is ok with the site. They are way behind with updating for available pre-orders.

Interestingly enough, I placed an order around 7am Tuesday morning (i think) and I immediately recieved the confirmation email. But the 2nd email never came ... so I waited and waited and this 6 days later I call to see what's up and there is no record of my order.

So ... if you placed an order in that timeframe (early on 8/6) and that second notice never came and nothing is on the website, well, maybe you should call and see if your order actually exists.

Wow..I'm suprised to hear about this company having so many problems lately..I put in an order for LOTR on 8/8 around noon eastern time and got all 3 e-mails by 3:30pm the next day. The web site is still slow and giving me scripting errors though..Oh well, guess I'll just have to hang in there and see what hapens

This company really blew it with me. After Amazon Nextcard went under, I was looking for a new place to spend my $100 or so a month at. I picked the wrong time to try them. Screwed up web site, screwed up orders, coupon codes that don't work. They really should have just shut the web site down until all the bugs had been worked out. Keeping it running with all the mistakes and problems really hurt them I think. They are real nice on the customer service end, but who wants a million problems with a simple order. I was told that the web site was running great now by a representative. I got on with scripting errors, slowness, and order status that was not updated, as well as the pre-orders being well behind. I just found out Amazon is getting a new credit card company at the end of September. With the coupons, share the love, and the credit card perks, the prices are more resonable, so it looks like I will bring my business back to Amazon. In 2 years I have had 1 small problem which they fixed immediately. I would rather pay more with no worries than save a buck or two and stress out over the endless problems.

Emails are once again reaching their system and getting tracking numbers as they have before.

Has anyone tried placing an order recently or checked their online status to see if it has now updated correctly?

I ordered the Spongbob Squarepants and Superman DVD's on 8/7 - they shipped the next day. Your mileage may vary.

Stingo: Did you get an email confirming your order, as well as one confirming shipment, or did it just show up "blind"?

It looks like DDD may be back to normal now.

I just placed an order with no problems and got the customary notification by email that my order would be assigned an order number within 24 hours. The email was sent to me immediately, just like before the site upgrades.

This is looking good. :)