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-   -   What's going on with DVDPlanet (https://forum.dvdtalk.com/store-forum/298332-whats-going-dvdplanet.html)

ianholm 06-20-03 11:56 AM

Has anyone gotten email invoices for their orders from the past few weeks? It sucked when they stopped sending theinvoice with the package, but now they don't send them in email form anymore. How are you supposed to know what you're getting charged??? :mad:

Norm de Plume 06-23-03 02:00 AM


Originally posted by dvd-4-life
I have been a customer of Ken Crane's/DVD Planet since the days of laserdisc-never had a major problem with them.There prices are reasonable and they have fast shipping except lately with there computer problems.
Same here, but recently its shipping prices to Canada have doubled ($6 for the first, $2 per thereafter). Until the intl. shipping costs are brought back to a sane level, Planet won't be seeing another penny from me.

VincentHVPhan 06-23-03 03:49 PM

Updates.
 
Packages refused one week ago and still waiting for Credit.... Will keep you all posted.
It's amazing that it happens everytime someone is being bought that services just went down hill. This time it really drops like a bucket.

meiso 06-24-03 06:58 PM

heh, i sent them another email last thursday, along with a return reciept (i use the mail prog in mozilla, when i get return reciepts, i get prompted whether or not i want to send it back to them, i dont know if it automatically does in other email programs though), and i got the reciept back saying they read my email on monday, but as of yet i still haven't gotten a response. so im wondering why they would decide to send it back, and not reply..

has anyone been getting their orders lately? i figure everything should beback to normal by now..

Steve Phillips 06-25-03 12:02 PM

No, they are still not answering the phones, emails or faxes.

matome 06-25-03 04:21 PM

Someone very high up in DVDPlanet personally got in touch with me and assured me that the transitioning to the new order system will be complete very soon and will be sending out an email indicating so. They've been swamped during the changeover, but do not want to take shortcuts that will cause problems in the future. He explained to me the new enhancements which will be forthcoming including such things as free shipping options, more order control, customer loyalty rewards), etc. They are aware of the current situation and are monitoring things very closely. With that I am satisfied and I'm looking forward to the new system!

Steve Phillips 06-25-03 04:35 PM

So why not answer the phones, e-mails, or faxes if everything is going along so well? They could put a message on their phone system....or a note on their website.

dvd-4-life 06-25-03 05:28 PM

If you people don't like DVD Planet shop elsewhere.I prefer 25 -30 percent off retail at DVD Planet over 10 percent and less off retail at Amazon.com(you are better off going to Media Play).

Steve Phillips 06-25-03 06:53 PM

Who said I didn't like them?

I've been a LOYAL customer since 1990, back in the laser days, and I've never had problems until recently.

I could cut them slack in a problem time, but to basically turn off their phones, ignore e-mails, faxes, etc for several weeks is ridiculous.

Especially when people are being double and triple charged, getting e-mails stating disc have shipped when they aren't even due out for months, etc.

I wonder how many cancellations they could have avoided (and it sounds like a lot) if they had simply put a message on their phone system and their website?

Hiding in the face a problem doesn't help, it just makes people think things are maybe even worse than they are.

dvd-4-life 06-25-03 07:07 PM

Sorry for your problems-I just think they are heads above the rest except for DVD Empire.Like I said before-never had a major problem with them.

meiso 06-25-03 07:39 PM


Originally posted by dvd-4-life
Sorry for your problems-I just think they are heads above the rest except for DVD Empire.Like I said before-never had a major problem with them.
this whole thread is devoted to people who are having problems with them :)

ironmonkey 06-25-03 08:18 PM

I placed an order on 5/23/03. Received the order with the wrong DVD title. Called on 5/30/03 and spoke with Carl who advised return the wrong DVD and they will send the correct title and reimburse shipping. I returned the DVD on 6/3/03. As of today, no DVD. Been trying to contact them via email-no response, via telephone-always busy and via fax-nothing. This is first and last time I will deal with this unprofessional company.

VincentHVPhan 06-26-03 07:59 AM

Spend some money and find out
 
quote:
--------------------------------------------------------------------------------
Originally posted by dvd-4-life
Sorry for your problems-I just think they are heads above the rest except for DVD Empire.Like I said before-never had a major problem with them.
--------------------------------------------------------------------------------

... for yourself...

VincentHVPhan 06-26-03 08:05 AM

Unbeleivable excuse.
 
I am an IT professional and those IT managers at DVDPlanet should all be fired.
Converting a system and cause chaos like this and lasting this long with no Backout plans not to mention TOTALLY FAILED IN PLANNING AND TESTING.

Steve Phillips 06-26-03 10:28 AM

To be fair, they did answer my e-mails last night and have begun to help me out.

I'm sure they will work things out. In the meantime, I will continue to visit their retail location when in the area.

matome 06-26-03 11:20 AM

Re: Unbeleivable excuse.
 

Originally posted by VincentHVPhan
I am an IT professional and those IT managers at DVDPlanet should all be fired.
Converting a system and cause chaos like this and lasting this long with no Backout plans not to mention TOTALLY FAILED IN PLANNING AND TESTING.

Bestbuy.com is down indefinitely. Stuff happens. It takes longer to get in touch with someone now, but if in the end it's going to mean improvements, a few weeks of slower response time is not going to bother me. They sent out an email explaining the situation and made a note of it on their phone system. For great discounts and fast shipping, I'll be happy to wait.

jlusher 06-26-03 12:52 PM

I received a partial shipment this week of titles ordered last week, but I've been billed for all titles. No response to email, and can't get through on the phone, which is frustrating.

Did anyone else notice that the return address on current shipments from DVDPlanet is the same address as DeepDiscountDVD? Also, the 800 number on the new packing list (same format as DDD) brings you to Critics' Choice Video, not DVDPlanet.

I have dealt with these guys since 1990, with very few problems, and certainly never anything of this scope. So, if anybody from DVDPlanet is reading this thread, please, cut it out!

Norm de Plume 06-26-03 08:30 PM

DVDPlanet is going through a rough patch at the moment, due to the change-over.
When the dust settles, it'll still be one of the first-class vendors. Give it a chance. Planet's integrity is not in question.

TREX1993 06-27-03 12:46 PM


Originally posted by Norm de Plume
DVDPlanet is going through a rough patch at the moment, due to the change-over.
When the dust settles, it'll still be one of the first-class vendors. Give it a chance. Planet's integrity is not in question.

I disagree. When you show this much blatant disrespect for your customers (including those like myself who have been buying from them/Ken Crane's for years and years) you have obviously shown that your priorities are NOT first-class.

Let me get this straight...they fail to answer the phones, do not respond to e-mail after e-mail after e-mail, charge credit cards, and do not ship product. Yet somehow they are still able to send out their daily e-mail sales flyer and update their sales pages daily?

For my part, I submitted a complaint to the Better Business Bureau this morning (of which they are a member) at www.bbb.org. If they continue to take money and refuse to ship product, then their integrity IS in question and they are engaging in fraudulent and dishonest business practices.

I will never buy from them again, no matter the price, no matter the coupons, no matter the time. Their priority is not me, the customer. They've lost my business.

Ellison42 06-30-03 10:18 AM

Believe me, the people @ DVDPlanet do read this. They're aware of your unhappiness...they just don't care! This "transition" they're going through is just part of the problem. Listen to the "up to date new release information" on their retail site's phone # - it hasn't been updated since early June. Most of Ken Crane's original employees (including Ken Crane himself) have jumped ship. Mark your calendars...in 6 months, they're gone!

meiso 06-30-03 01:41 PM

i just thought i should let everybody know i got my order today (it was shipped on the 14th).

and also, a couple of days ago one of their employees emailed me back, saying thanks for emailing them etc. etc., and also said they didn't recieve any previous emails from me, which sounds kinda shady, as i am guessing another person deleted them or something. i did email them back but haven't gotten a reply yet. oh well, atleast i got my dvds.

DrS 06-30-03 11:09 PM

Interesting to compare the hands on responses of Mark of Digital Eyes (also underwent transition issues) to the absence of official input from DP. Even if there are problems, handling them honestly and actively is a good thing.

d

DJ_Spyder 07-02-03 01:33 AM

Dvd Planet problems 'sigh'.....
 
After reading the complaints on this thread I was compelled to cancel my order with dvdplanet that I had with them for a couple of weeks but they told me the items were in transit to me I just wished that they could at least e-mailed me to let me know my items were shipped I have to say their ordering process is very slow but until they fix their problems I'll just shop at dvdempire or cduniverse instead.

VincentHVPhan 07-02-03 08:06 AM

Re: Dvd Planet problems 'sigh'.....
 

Originally posted by DJ_Spyder
After reading the complaints on this thread I was compelled to cancel my order with dvdplanet that I had with them for a couple of weeks but they told me the items were in transit to me I just wished that they could at least e-mailed me to let me know my items were shipped I have to say their ordering process is very slow but until they fix their problems I'll just shop at dvdempire or cduniverse instead.
Good luck in trying to return/refuse and get your money back.... Still trying to get mine here after 2 weeks.

jomo99 07-02-03 08:08 AM

Just to add my 2 cents:
The "transition period to a new system" is an excuse that has been used for quite some time now. I was told that back when I bought from them exclusively. The last purchase I made with dvdplanet was Juliet of the Spirits - Criterion. The reason I stopped was that was the 5th order in row where I was charged a higher price than pre-ordered, & all they could tell me was "just call us & we'll correct it. Our new system is having problems." I have refused to use them since.


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