I did some checking and the holdup was in verifying your information. Since you live in Singapore, it takes some time to perform verification of the address and name. I am sorry that this takes some time, but the Far East has been a large source of our fraud. I know it is frustrating to have to wait because of other people's dishonesty, but this only occurs on the first order from a new international customer.

Thanks,

Mark

I admit we have had a rough stretch during the move, but the trouble is really behind us. I am sorry that things were tough. If any of you want to give us another shot, please feel free to use coupon DVDTROUBLE for a $5 discount off a $40 order. This coupon expires 6/30/03.

Thanks,

Mark
Digital Eyes

RonG:

DigitalEyes did receive my package of used DVDs. I have since placed an order and the store credit was accounted for with no problems.

Mark - I noticed you had the best price for the first five Kino International releases of the American Film Theater movies (Butley and The Iceman Cometh were two in this batch). The second five are being released on July 22 (according to Amazon) and the one I really want, The Man in the Glass Booth, is in this group. Do you know if you are going to have these up for preorder anytime soon? I'd like to place my first order with you but I want to be able to get this movie to do so. Thanks.

Aah I see, come to think of it, your reason is perfectly legitimate.
I just forgot I'm a 1st time customer and should cut you some
slack in verifying my info.
That's great customer service considering you replied on this forum, but I think you should explain on our email correspondence too.
That will save me some trouble bashing you on this forum.

Anyway, thanks for clearing things up, I will not hesitate to give
you guys another try again soon.

We do have this set up on the site here:

http://www.digitaleyes.net/Details.c...ffiliateID=DVT

Thanks,

Mark

Thanks Mark. But these films are also available individually. I don't want to get them all. You have the films from Collection One available individually and Amazon has the films from Collection Two also listed individually:
The Man in the Glass Booth

Are you going to have the films from Collection Two also available individually? I'm ready to order TMitGB and some other DVDs as soon as you do.

Thanks again.

I live in Illinois, and I'm unhappy enough that I had to pay taxes on three DVDs that I had ordered from Digital Eyes well before their move to Illinois (because they weren't able to obtain the DVDs before their move).

And, I've always ordered 3 or more DVDs so that I'd get free shipping. Now on my most recent order, in addition to charging me taxes, they've also charged me for shipping.

I am not happy!

I've had it with Digital Eyes... I had heard such EXECELLENT things about them (I had not seen this thread, has I done so I would have thought twice)..

We ordered a 'Son of the Beach vol.1' as a gift for a friend back on 6/4.. at that time it said 'in stock, ships in 24 hours'...

today it still says /in stock, ships in 24 hours'

unfortunately, the order hasn't shipped... if I believe their website, it hasn't even been PROCESSED..

our CC has not been authorized or charged (thank goodness)

I've sent 3 emails and NONE of them have been replied to.

I would cancel the order and re-order elsewhere *IF* I could be reasonably sure I wouldn't get charged anyway...

I figured ordering a week before the birthday would give some leeway... way to screw up a present guys...

9 days without processing does not equal 'in stock, ships in 24 hours'..

Fool me once...

I am checking into why you have not been responded to. Customer service has been responding to messages quickly the last week to ten days.

I will contact you directly to take care of this for you and will also overnight it for you at our expense.

Thanks,

Mark

Question for Mark
Digital Eyes

Will you be stocking D-VHS?

Thanks

Mark,

Will you ever reconsider your store policy to not accept money orders? I can understand perhaps not want to accept checks, but I can't imagine why money orders would be undesirable.

Thanks,

Lo

I agree. I've bought from them the past year with MO's and would like to continue doing so.

Buyers from which states need to pay sales tax for purchases from Digital Eyes?

We only charge sales tax to Illinois customers.

Mark

I will see what we can do. We do accept PayPal which eliminates the need for a credit card.

Thanks,

Mark

We used to stock it and quit because the product was so hard to get in stock. We are looking at adding it back to our listings.

Mark

Hey guys,

I had posted in the past about the delays and so forth with Digital Eyes, and i think it's only fair to tell you that i have since placed 2 orders with them, and they were very smooth transactions. Digital Eyes seems to have gotten everything straight. One of the orders was for the Buffy Season 4 Boxset, and not only were there no problems with the order, the set arrived one day before the release date.

I just thought it was only fair to Mark and the guys to post this positive experience. I plan to use them almost exclusively again for my dvd purchases.

Thanks!

I wish I could say the same as brbowen, but unfortunately, Digitaleyes' record with me since April has been less positive. I've written to Mark and called customer service several times and while each incident I reported did get worked out, new problems seem ongoing.

Since the move to IL, I've placed six orders from Digitaleyes, and only one of them has gone through without some kind of problem or complication. Prior to the move this was one of my favorite etailers (and I've said as much in this forum), but now I have major reservations about ordering. Given the varied and inexplicable results I've encountered, I can't be certain of what will happen once I click that submit order button. The ratio of one out of six orders is not a success rate I'm comfortable with.

Thankfully, the two most clear cut problems I've had with overcharges were taken care of quickly (one turned out to be just an inaccurate email), but the whole process has become irritating, confusing, and most of all time consuming. The time I've had to spend writing emails, calling CSR's, watching my credit card balance, and double checking every email to make sure coupons have been applied, outweighs the value of the bargains I thought I was getting. This is very disappointing, since Digitaleyes' pricing appears to be so competitive. From my perspective though, the loss of time coupled with a failure to deliver many of the items I ordered (see below) makes the apparent bargains a lot less compelling.

Aside from having to take time to fix these problems, the most consistent and iritating difficulty I've run into has been the unexpected cancellation of discs in my orders. This happened primarily with used discs but in one of my most recent orders, occurred with a new item as well. When I placed the order, these discs were all listed as "in-stock" and ready to ship, but upon notice of shipment a few days later, that disc (or multiple discs in some cases) weren't included. There was no reason given and no explanation available from the CSR's I spoke with - the discs just were just gone.

Fortunately, I haven't been charged for any of these missing discs, but in my last two orders, the removal of those disks dropped my order from 3 discs to 2, so I was charged for shipping. Though the amount is small, I don't believe this shipping charge is fair to the customer, who is ordering the items under the impression they are in stock and that shipping will be free. I know it's only $1.50 per error, but after several mistakes like this, that adds up. It's irritating enough to have supposedly "in-stock" items in an order cancelled without reason, but I can't abide being charged an additional amount because of the seller's error. That just doesn't seem right to me.

If the cancellations happened with one order, I'd chalk them up to a bump in the road or a mistake on my part when I placed the order, but as this has happened in 3 out of the 6 orders I've placed, I'm beginning to wonder if there is a problem somewhere in the system. Maybe it's something that can be looked into and corrected. As for the shipping charges, they've appeared on the last two incomplete orders and even though they only amount to $3.00, that's enough to make me wary of future orders.

And lastly, one more surprise appeared yesterday. Frustrated with all the inexplicable backorders, cancellations, and shipping charges, a few days ago I called customer service and directly cancelled everything that was pending on my account (which still included, I discovered, everything that I'd been told was either cancelled already or on backorder). I received an email later that day confirming the cancellations and was hopeful my business with Digitaleyes was done for a while. Yesterday however, I received notice that one of the backordered discs I cancelled had finally shipped (it' still listed as out of stock on the site however). This isn't such a terrible mistake since I still want the disc (almost ordered it elsewhere on Monday - glad I didn't), but it's one more example of how the new system dropped the ball.

I'm remain hopeful that Digitaleyes will once again be a top source for DVD's, but from my experience, it seems there are still kinks that need to be worked out from the move. Mark and customer service have been very professional in trying to make these problems right, but they can't make up for the time and effort it's taken to follow up on the problems.

I'm willing to accept the loss of time up to this point and am hopeful these unexpected shipping charges will be taken care of (see the post below). However, until there is more evidence that the process is working reliably and accurately, I'm wary of placing further orders.

Hawkrune,

Please e-mail me so I can check into this for you. Things are running much more smoothly and I suspect there will be an explanation. As far as the shipping charges, you will be receiving an e-mail tomorrow when we address this with all affected customers. Due to a program glitch, we inadvertently charged shipping to a few hundred customers. We will be crediting all customers affected and I regret that there was a mistake with shipping.

Mark

Mark,

Hate to say this but I suggest you better return to look at that thread you started on AnimeOnDVD, or you are gonna be losing more of your hard earned customers....

Count me with the same problems with Digital Eyes. I was a customer since 1997, but with the move I spent valuable time with emails, phone calls, etc, etc. Yesterday I talked with a customer service representative and it looks like that everything was solved, cross my fingers on that, because when I think that everything is over, something new happen.

I really hope that Digital Eyes could be the same reliable store that were in the past.

One question, Mark, is digital eyes own by Infinity Resources?, is that the same company that owns Deep Discount DVD?

I feel like a broken record, but I really feel like we have solved most of the problems and things seem to be moving along nicely. We have shipped more this month than the last two months and I think our turnaround is back. We are a part of Infinity Resources which is the company that also owns DDD.

Mark

Do you have a storefront in Itasca, as DDD does? If so, will they buy DVDs in person at the storefront? I live just down the street, so that would be awesome if true.

I hope. I love being able to go to the storefront on the way home from work and not have to wait for the slow free shipping!