What's the problem with DDD?
 

I've been trying to buy a few DVDs from DDD for the last week or so. Whenever I try to buy an item there's a page error with a message telling me to consult the Cold Fusion manual. Anyone know what's going on?

Dear Pan2,

I'm sorry for the errors that you have been receiving at DeepDiscountDVD.com. Would you email me at [email protected] and let me know what products you were purchasing and where in the shopping process the error was occuring.

Again, I do apologize for the errors and I will do everything possible to resolve the issue promptly.

Sincerely,

David Barker
[email protected]

They've been doing stuff with their site which is causing lots of problems with the website and with their Customer Service e-mail.

They're all jacked up. My order is labelled "OPEN" with no charge to my card, but my credit card company tells me I've already been charged for the order. Hey, as long as I get my discs I'm happy.

Me too. Was charged. Still says OPEN... We'll see how it goes.

My brother's order is shown as OPEN, but hasn't been charged and no response from CS to his e-mails. My experiences have been nothing like that...so it's kinda weird. I myself am waiting for DVDs I ordered two weeks ago that STILL haven't arrived. :(

Man oh man. Who died?

I just got off the phone with DDD customer service. All of my outstanding preorders (5 items) have been canceled, and they could not give me a reason why. I know that there's nothing wrong with my credit card info, they just charged two DVDs to it on the 11th.

Why did I have to call them to get these orders replaced? Why didn't they at least send me an email to tell me there was a problem?

It seems to me that they are just throwing away customers by letting these technical glitches cancel orders without notifying anyone.

I've had to order Better Off Dead elsewhere. I hope that they can deliver all of my 8/6 preorders without any more problems, or they will lose me to DVD Empire permanently.

These are not good signs at all...I hope they're still around when my 8/27 pre-order is due to ship.

I'm sorry to hear it. On a lighter note, Barnes & Noble gives free s&h on all orders if you buy two or more dvd's. You don't get those kick-ass prices, though.

And the free shipping can take much, much longer than media mail if you're unlucky.

Got my order today. -smile-
It didn't take any longer than the orders I've placed before, so they're still solid gold. -smile-
I would take care of that website problem, though.

It seems as though orders stay "open" for a long time. I got Pearl Harbor VS weeks ago and it's still labelled as "open." As long as I get my stuff at their good prices, I'm satisfied.

It's been 5 days since I called DDD about my orders for 8/6. They had taken my phone number and promised to call me with a reason that every single one of my orders had been canceled, and they said that they would place the orders for me again.

Of course, they never called me back. I called them today and was told that all of my orders still had a status of Canceled. The only thing that they offered to do for me was place the orders again - They were supposed to do that 5 days ago!

So I ended up ordering my 4 titles for 8/6 from DVD Empire. The total price was 6 cents less than DDD, and I know that DVD Empire will not subject me to these kinds of hassles.

So long DDD, I won't be purchasing from you again.

I've bought a few things from DDD without a problem, but I'm a little worried at the moment about my UFO order, I noticed my CC was charged for it last Wednesday, but I haven't gotten any emails that it's shipped, and the web site says it hasn't been shipped and I haven't been billed. :(

Re: What's the problem with DDD?
 

Did you consult your manual? -ptth-

They are in the middle of an upgrade and seemed to want to fix things for people. I would get the CSR's name so you can follow up if you have to. I always do since it helps sort out what has or hasn't been done. In any case the phone number which I posted on the other two threads is 800-258-1995.

After the demise of my Amazon NextCard I decided to give DDD all of my dvd orders which came to around $250 since they had a good reputation. I placed 3 orders, which took forever with all of the error messages and slowness of the site. I then didn't receive a confirmation for any of the orders, which also didn't show up on the web site for 4 days. After a problem with my first shipment, I decided to cancel the entire lot, which I did by phone. I then received another item in the mail. I checked the order status online and saw that everything was still listed as open. I called again, and was assured that everything was now cancelled. Today I received and was billed for 4 copies of Collateral Damage, which I now have to send back and dispute the charge. I checked the web site and saw that everything is still listed as open, so I called again. They could not explain why I would be sent 4 copies of this movie, but again I was assured that everything was cancelled. But I guess I won't know until I see what the mail brings. This might be the single worst experience I have ever had with a company. I am afraid to even re-order my dvd's with another company for fear that DDD will just keep sending me the stuff I cancelled, along with anything else that seems to just pop up on the computer. I will not be ordering with them again.

Just another note to be fair. The customer service is excellent, and they do seem to honestly care, so I may give them one more try when they get everything worked out

Apology Received from DDD
 

After I posted here yesterday, I received an email response from a Mr. Barker, who kindly apologized for the problems that I encountered and assured me that "The updates to our order processing system have been completed." Because of his sincere apology to me, I have decided that I will try placing another order with Deep Discount DVD in the future.

However, my Order Status page also shows several open orders even though Customer Service says that all of my orders were canceled. I'm worried that perhaps these orders are not canceled and will ship anyway. I'll have to wait and see.

I'm not convinced that the DDD order system has been fixed, and I will be waiting several weeks at least before I attempt another order with them. But I do appreciate their efforts to retain my business. Perhaps they should enable their telephone customer service people to do more for the customer in this type of situation.

I am currently still waiting on an order that shipped on the 2nd July (granted I am in Australia, but that is still an inordinately long time). I just tried to access the DDD home page and am getting the following error, which does not really give me a lot of encouragement:

Error Occurred While Processing Request

Error Diagnostic Information

An error occurred while attempting to establish a connection to the server.

The most likely cause of this problem is that the server is not currently running. Verify that the server is running and restart it if necessary.

Unix error number 2 occurred: No such file or directory

Are others getting this same error, or is it just me? Would the DDD rep who posted earlier in this thread care to respond and tell us what is going on?

I certainly hope this is not an indication that DDD got in too deep. I have emailed them regarding my missing order (copying to the dnbarker address) so hopefully a quick response will allay any fears/concerns I currently have.

regards, Tim...

I am getting the same error at DDD.

Seems like they have had a lot of site problems recently.

Well, further to my post immediately above, my email got returned to me with a Delivery Failure - User Unknown result - so I guess their server really is down.

Hopefully this D Barker person will see me right though:)

regards, Tim...

Mr. Barker, and his cust service head, Mr. Mejorado, sent me two nice and helpful emails today. I'm sure they are trying to do right by me, and also fix their site (which still seems broken). This server/software upgrade really seems to have blown up in their faces. I hope for all of our sakes, they tame their problems in short order.

If you email Mr. Barker directly, that may help things along.

D

I had one open order before that upgrades that's still open, and I did an order yesterday that went off without a hitch. I'm sorry the rest of y'all're having such a hard time of it, though.

Perhaps they ought to just temporarily close the site down rather than having a half-assed site up and running, with an appearance of business as usual?

Dear DVDTalk Members,

I want to begin this post with another apology for the inconveniences that you have experienced while shopping at DeepDiscountDVD.com and to thank all of you for your patience.

Your business is very important to us and we are working to resolve all of the open issues. The errors that you received on the web site this morning have been corrected. They were a result of a networking issue at our host and unrelated to our recent order processing upgrades. Although these types of networking issues do occur on occasion, the timing of this one was quite unfortunate in light of our recent poor service. Again, I apologize and this issue has been resolved.

I have communicated personally with many of you recently and want to thank you for your candor. Your feedback, both positive and negative, aids us in improving our services. We will continue to address all of your concerns as quickly as possible and resolve them in a manner that meets your needs.

We launched DeepDiscountDVD.com with three distinct value propositions: 1. Free Shipping 2. Lowest Total Price Guaranteed and 3. Satisifaction Guaranteed. For the last 18 months we have worked hard to live up these value propositions, including providing top notch service on all levels. In recent weeks we have slipped in providing the appropriate level of satisfaction to our customers and we are working now to restore our service to the appropriate levels.

One of the recent emails that I received said "apologies only go so far". That is absolutely true. And I can assure you that our systems are operating and that your orders are processing correctly. Our Customer Service response times should be back to normal by the end of the week.

Again, thank you all for your patience during these recent upgrades and for your continued business. We will do everything we can to restore your confidence in DeepDiscountDVD.com.

Sincerely,

David Barker
Director of Ecommerce
Infinity Resources, Inc.

Thanks:thumbsup:

BTW: Please update your titles. I'd like to order the following, but they have not yet been added. They've been listed on other sites for 2-3 weeks already. :confused:

Lavender Hill Mob, The (1951)
Man in the White Suit, The (1951)
Thin Man, The (1934)
Shop Around the Corner, The (1940)
Horror of Dracula (1958)
Ladykillers, The (1955)
Auntie Mame (1958)

Could you also add back the titles with a discount from msrp:

Find A Place to Die
Today We Kill...Tomorrow We Die

They were listed once but at full msrp. and then they disappeared.

I would just like to add that David Barker came back with a very timely response to my email and that my missing order is being addressed - so I am a happy camper and am rather relieved that DDD will continue to operate.

It is unfortunate that some are so fickle in their online dealings, that they are ready to jump ship at the first sign of difficulty - I suppose the goodwill built up over a long period of faultless service is meaningless in this day and age of instant gratification?

I for one appreciate David's efforts to set the record straight.

regards, Tim...

Too true!

Just wish my order that was "Complete" two weeks ago would get here ... never got an e-mail, either. Was probably cancelled :(

What is the FREE gift that is mentioned on Dvdpricesearch?

FREE GIFT WITH PURCHASE AT DEEPDISCOUNTDVD
* Use the promotional code 01102 during checkout to get a FREE gift with any purchase at DeepDiscountDVD.com (expires unknown)

Same thing happened to me and when I asked them, the order was cancelled. Really strange and even more annoying. :(

I'm about to give up and go to DVDEmpire, or Amazon.

I want to prebook about 12-14 titles, and I keep getting cannot find server and an extremely slow site.

I've used them in the past, and it's never been this bad. :down:

I really *want* to order from DDD, but I'm having problems too...

I emailed them several days ago with a question regarding a 10% off coupon code that wasn't working for me, even though it should have been. I was planning on placing an order for a couple of DVD boxed sets if I could get the coupon to work. No reply to the email... even though they say on the web site that they'll reply by the end of the next business day.

I've also tried calling them several times... but I always get stuck on hold indefinitely. Argh. If I can't even get in touch with them about a problem, how can I order from them? The prices are good, though, so I'm hoping Mr. Barker, the DDD rep who has posted in this thread, will read this and poke someone to help me out here.

FWIW< DDD reps, all of my business is going to another site.

I'm not sure what you guys are doing over there, but the site is ungodly slow and non performing.

Thunderball,

Did you even try contacting David Barker (the DDD rep) on the email address he provided in an earlier posting of his in this thread? If you had, you might have been able to come to some satisfactory way of getting your order placed and circumvented the problems you seem to have been having.

As it seems very appropriate at this point, let me quote myself from an earlier posting:

"It is unfortunate that some are so fickle in their online dealings, that they are ready to jump ship at the first sign of difficulty - I suppose the goodwill built up over a long period of faultless service is meaningless in this day and age of instant gratification?"

regards, Tim...

I'll still shop at DDD, but I have to agree with what Thunderball said. The site is very slow. Hopefully this is just a temporary thing. I was hoping that recent updates would make it faster, but it has become incredibly slower.

:up: I'm on DSL, and the site takes 25-30 seconds to load,and up to a minute to "buy" and to "view" the shopping cart.

I do believe I'm through with them as well. Got one pending pre-order to go through and then I'll do business elsewhere. It's just SO not worth it when an order is placed and re-placed and a month later they haven't even gone through. Half.com is the better way to go on already-released DVDs anyhow.