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is dvd empire ALWAYS this crappy??

Old 12-18-00, 08:15 PM
  #1  
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I hadn't used DVD Empire prior to pre-ordering Chicken Run back in Oct. They had a good price so I used them. Release date rolled around and I never received an email that my disc shipped, however, I was billed for the disc and the website showed it had shipped. No prob...... usually.

I waited and waited and the disc didn't show, so I called them after about 2 weeks. "OH, that can still show up, give it 30 days and then call us..."......OK. SO I did. No disc.

I called them today and they said they'd be happy to send another one, all I'd have to pay is the shipping.

WHAAAAAT??? Pay for shipping again?? WHY? DID I LOSE THE PRODUCT?? Having never received an email confirmation that they shipped it, how am I to know that they did??

I flat out refused to do this, demanded that they credit me back the funds I paid (including shipping) and told them I'd take my business elsewhere.
Then I found out it will take them a WEEK to actually credit the funds to my account.

What a joke. And my first transaction with them will be my last. Here I am back at square one with no dvd to show for it.

If you've never used DVD EMPIRE before - let this "first timer" story be a warning to you......order at your own risk, their CUSTOMER (dis)SERVICE is CRAAAAAP.

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Old 12-19-00, 06:45 AM
  #2  
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quote:
Originally posted by Eric Wickitt:


I flat out refused to do this, demanded that they credit me back the funds I paid (including shipping) and told them I'd take my business elsewhere.
Then I found out it will take them a WEEK to actually credit the funds to my account.





I guess you better not shop at ebworld also....their credits take a few days to show up as do many others!!!

I do not use dvdempire on a regular basis....I have read some posts which mentioned problems but most are positive.

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Old 12-19-00, 07:14 AM
  #3  
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It seems like they are becoming hit-or-miss... I know a lot of people around here (myself included) think they are great wrt CS. There have been some occasional stories like yours though. Hopefully SteveN is still floating around here, he works for them and will usually address these issues when they come up.
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Old 12-19-00, 07:31 AM
  #4  
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Steve Negri no longer works for DVDEmpire. Address any problems to the capable [email protected].
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Old 12-19-00, 11:18 AM
  #5  
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WHAT?!?!?!?!

That usually is not a good sign.
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Old 12-19-00, 01:42 PM
  #6  
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Whoa, that's a bummer. Steve helped me out a couple of times. Hope he lands on his feet somewhere.

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Old 12-20-00, 01:52 PM
  #7  
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When Reel.com closed, they were great, but now it is down hill when there is a prob. You are the third person who has told me they want to charge for shipping if there is a prob like this, and not refund it....That is pure bull..
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Old 12-20-00, 02:44 PM
  #8  
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Due to the rash of recent complaints and other recent events, they are off my preferred list (just as I run out of GCs too)
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Old 12-21-00, 04:50 PM
  #9  
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LOOKS LIKE I'LL BE PAYING THAT SHIPPING COST AFTER ALL....HERE, GO AHEAD AND READ THE ENTIRE TRANSACTION BETW. MYSELF and their CUSTOMER DIS-SERVICE.........they can eat me. I'll NEVER go back.

It starts w/the most recent reply to them and gets older as you go down....start at the bottom to see the drama unfold.

Maybe i'm being a big whiny baby about paying for shipping for an item i never received, .....so be it.
I may as well have thrown 3.00 out the window last OCT. when i pre-ordered the disc, i'd be in the same place right now...disc-less and short three bucks.

read on.

Sent 3:30pm 12/21/2000

With all due respect, I have placed many online orders,
and have NEVER dealt
with a company who corrects THEIR company's errors by
penalizing the CUSTOMER.
YOU never sent a confirmation email regarding the
shipment, therefore, as far as
i'm concerned, you never shipped it. Why do I have to
"eat" the shipping
costs? PLUS i waited 30 days (because no one at
dvdempire wanted to take any
action sooner) to be back in the same situation i was
BEFORE logging onto your
awful website.
I wish your company luck in the future, I will check my
bank statement in
exactly SEVEN days from your first promise to refund,
and verify the credit that
should be there. (the credit that SHOULD be there is
for $19.09)
- Eric

Bill O wrote:

> I will apologize for the previous message. It was
written automatically
> from the system. When your order was processed
yesterday, you were credited
> for the amount that was actually paid for our
services, which you did not
> receive.
>
>
>
> Bill
> Customer Service
> DVDEmpire.com
>
> -----Original Message-----
> From: Eric
mailto:
> Sent: Thursday, December 21, 2000 4:11 PM
> To: Orders
> Subject: Re: order (please refund $)
>
> then why did you tell me otherwise? refer to this
message:
> A credit for the 19.09 has been written. However, it
will not be processed
> for
> approximatly 1 week and it is at this point when you
will be able to see the
> actual "order" in your order history.
>
> Bill
> Customer Service
> DVDEmpire.com
>
> Doesnt this make you a liar Bill?
>
> - Eric (the customer who is supposed to be
"always right")
>
> Orders wrote:
>
> > We will refund you the total of the DVD's but, as
stated in the website,
> we
> > can not be responsible for the shipping charges and
actions taken by the
> > Postal service.
> >
> > Please include all previous correspondence for more
efficient service on
> > future inquiries. Have a happy holiday!
> >
> > Bill
> > Customer Service
> > DVDEmpire.com
> >
> > -----Original Message-----
> > From: Eric
mailto:
> > Sent: Thursday, December 21, 2000 3:19 PM
> > To: Orders
> > Subject: Re: order (please refund $)
> >
> > so i looked at my refund order no. in my
acct. and you're
> refunding
> > 16.19 for the dvd. What about the 2.90 in shipping,
does that get
> credited
> > once
> > this order "ships", making the total 19.09?
> >
> > your previous message states the credit order was
written for 19.09.
> >
> > Thank you
> > Eric
> >
> > Orders wrote:
> >
> > > Yes, the amount will be credited back into your
credit card account.
> > >
> > > Please include all previous correspondence for
more efficient service on
> > > future inquiries. Have a happy holiday!
> > >
> > > Bill
> > > Customer Service
> > > DVDEmpire.com
> > >
> > > -----Original Message-----
> > > From: Eric
mailto:
> > > Sent: Tuesday, December 19, 2000 5:03 PM
> > > To: Orders
> > > Subject: Re: order (please refund $)
> > >
> > > Please clarify something, youre not trying to give
me $19.09 in STORE
> > CREDIT
> > > ARE
> > > YOU? Youre crediting the funds back to my credit
card.........correct?
> > >
> > > Eric.
> > >
> > > Orders wrote:
> > >
> > > > As soon as the credit "order" is processed, I
will e-mail you with
> with
> > > the
> > > > number.
> > > >
> > > > Please include all previous correspondence for
more efficient service
> on
> > > > future inquiries. Have a happy holiday!
> > > >
> > > > Bill
> > > > Customer Service
> > > > DVDEmpire.com
> > > >
> > > > -----Original Message-----
> > > > From: Eric
mailto:
> > > > Sent: Monday, December 18, 2000 4:16 PM
> > > > To: Orders
> > > > Subject: Re: (please refund $)
> > > >
> > > > Bill,
> > > >
> > > > As long as everything is processed accurately
and in a timely manner,
> I
> > > will
> > > > be
> > > > satisfied and you'll never hear from me again.
Thank you for the
> > > response.
> > > >
> > > > Eric
> > > >
> > > > Orders wrote:
> > > >
> > > > > A credit for the 19.09 has been written.
However, it will not be
> > > > processed
> > > > > for approximatly 1 week and it is at this
point when you will be
> able
> > to
> > > > see
> > > > > the actual "order" in your order history.
> > > > >
> > > > >
> > > > >
> > > > > Bill
> > > > > Customer Service
> > > > > DVDEmpire.com
> > > > >
> > > > > -----Original Message-----
> > > > > From: Eric
mailto:
> > > > > Sent: Monday, December 18, 2000 10:14 AM
> > > > > To: [email protected]
> > > > > Subject: order
> > > > >
> > > > > Tammy,
> > > > >
> > > > > I am writing again (see below correspondence)
to give the current
> > status
> > > > > of this order. I spoke with a C/S rep. at
dvdempire named BILL this
> > > > > morning, because my movie STILL hasn't
arrived. Bill told me he
> > would
> > > > > send me another copy out priority mail,
however, i would be
> > responsible
> > > > > for shipping. At this time i questioned why i
would have to pay for
> > > > > shipping TWICE when it's not my fault i didn't
receive the dvd, i
> > never
> > > > > received a shipping confirmation that you even
sent it out. He
> > informed
> > > > > me it wasn't your policy to "waive shipping",
so i requested that he
> > > > > cancel order and refund the FULL
$19.09 (to credit card on
> my
> > > > > acct) that i was billed way back in NOV., so i
can take my business
> > > > > elsewhere.
> > > > >
> > > > > Thank you for your help in this matter, and do
me a favor and make
> > sure
> > > > > this gets done. Unfortunately this is my
first (and last)
> transaction
> > > > > with DVD empire, and i have to add dvdempire
to my long list of
> online
> > > > > retailers i can't use.
> > > > >
> > > > > Sincerely,
> > > > > Eric
> > > > >
> > > > > ----- Original Message -----
> > > > > From: Tammy W.
> > > > > To:
> > > > > Sent: Monday, December 04, 2000 11:11 AM
> > > > > Subject: RE: help
> > > > >
> > > > > Thank you for your recent e-mail. The
shipping method you have
> chosen
> > > > > is
> > > > > USPS Priority Mail. I have verified that this
order was shipped on
> > > > > [DATE].
> > > > > This domestic shipping method is uninsured and
delivery is not
> > > > > guaranteed.
> > > > > The expected delivery time is between 2 to 6
business days, however,
> > it
> > > > > can
> > > > > take longer if the package has been misrouted
or held up for some
> > other
> > > > > reason. Unfortunately, there is no way to
track this package. We
> will
> > > > > notify
> > > > > you if your package gets returned back to us.
> > > > >
> > > > > It is still very possible that you will
receive this package. There
> > have
> > > > > been
> > > > > occasions where the package has taken several
weeks to arrive using
> > this
> > > > >
> > > > > shipping method.
> > > > >
> > > > > I apologize for any inconvenience the delay in
shipping has caused
> > you.
> > > > > I
> > > > > certainly hope you receive your order soon. If
you have not received
> > > > > your order by approximately 12/17/00, please
contaqct us so that we
> > can
> > > > > take the appropriate steps.
> > > > >
> > > > > I apologize for any inconvenience this may
have caused.
> > > > >
> > > > > Let me know if I can be of further assistance.
> > > > >
> > > > > Thanks!
> > > > >
> > > > > Tammy
> > > > > Customer Service
> > > > > DVD Empire
> > > > >
> > > > > http://www.dvdempire.com
> > > > >
> > > > > *Please include the order number and all
previous correspondence for
> a
> > > > > quicker response.
> > > > >
> > > > > -----Original Message-----
> > > > > From:
> > > > > Sent: Sunday, December 03, 2000 10:59 PM
> > > > > To: [email protected]
> > > > > Subject: help
> > > > >
> > > > >
> > > > > SHIPPED
> > > > > 9-14-2000
> > > > > 10:25 EST
> > > > > 11-17-2000
> > > > > USPS
Priority Mail [5]
> > > > >
$19.09
> > > > >
> > > > > This order has not arrived at my home yet.
I never received a
> > > > > confirmation email and
> > > > > never received the item, yet my credit
card has been charged and
> > > > > your site shows
> > > > > that it shipped.
> > > > >
> > > > > Please email me back about how to resolve
this. It has been 14
> > days
> > > > > since it
> > > > > shipped.
> > > > >
> > > > > Thank you,
> > > > > Eric
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Old 12-21-00, 04:54 PM
  #10  
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I've never had a problem with DVDEmpire, so I haven't had any opportunity to deal with Customer Service, so hopefully I won't have to. What's the deal with SteveN anyways?
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Old 12-21-00, 05:13 PM
  #11  
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I bet the "EMPIRE" is some dork's bedroom where he's jackin' dopey people (like me) for $3.00 a pop. No inventory to deal with.....just refund idiots for items that they never intended to ship in the first place, and steal the shipping money!!

dont get any ideas kids!
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Old 12-21-00, 05:13 PM
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He cannot say.....some kind of agreement...
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Old 12-21-00, 09:39 PM
  #13  
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I would have demanded a credit instantly when they claimed it might take weeks to ship. This is a tactic some less reputable retailers use, because credit card issuers only give you 60 days to dispute a charge. If they string you out long enough, it's too late to dispute, and they keep your money. ValueAmerica tried this with me, and I told them flat out on the phone it wouldn't work. I disputed the charge rather than wait for their 6 week credit policy.

In your case, if it's not too late, dispute the entire charge, shipping included, with your credit card. Include printouts of your email correspondance. They will most likely side with you.

I used DVD Empire for 2 orders over the Summer, and was pleased with both. It's disheartening to see how far downhill they've slid.

Darin

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Old 12-22-00, 10:38 PM
  #14  
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quote:
Yours musta been a fluke..


Eric, you order is not the only one that Empire has stuffed up so your matter is no fluke. Three other DVDPlaza members have similar problems with their orders not reaching its destination. See this thread. I'm still waiting on my delivery and it has been over 4 weeks. With International orders, Empire will not take action until 12-weeks has lapsed. Like yourself, it was also my first order with Empire, enticed because of their competitive prices.

So with your confirmation I think the problem is more widespread then they would like to admit.

quote:
So you had one bad experience. Suck it up and let it go already.

...and allow their standards to remain the same. One bad experience is damaging enough to leave a black mark against their name, even more so if your a first time client. How can they possibility improve on their service if the problem is not known to them.

quote:
Until the package is delivered, it's the responsibility of DVD Empire.


I look at it this way; without the quality delivery and service of the merchandise, Amazon, Express, Empire or any other e-vendors for that matter are just a website that promotes DVD software. The transaction is incomplete until the customer receives the goods.

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Old 12-22-00, 11:42 PM
  #15  
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contact your credit card company NOW..quickly..you will get your money back, all of it..most credit cards will side with you on anything like this..
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