Dead By Dawn

I have only ordered from these guys twice. The first time was a year ago and besides slow shipping I had no problems at all. I put an order in last month for 2 discs that were in the sale they had recently. They sent me an email saying 1 title was out of stock. I received the discs 2 weeks later and they were both scratched. Some parts of the discs are unwatchable and freeze up in my player. I emailed them 2 or 3 times before I could get a response, and then all I got was the runaround. They would ask me what I ordered, and when I emailed them back there was again no response. I emailed them a couple more times and they email back wanting to know what was wrong with the discs. I emailed them back and again no response. This went on for the past month. I finally came to the conclusion that the 22.00 I paid for my order was worth it to know what kind of horrible customer service they have. I emailed them to let them know this, and they thanked me. They couldnt care less. Am I the only person this has happened to? Do yourself a favor and stay away from this shabbily run outfit.

taliboubou

Well fortunately for me I had a pleasant experience with them. I had received a dvd with scratches and they sent me a new one free of charge and told me to scrap the old one since it was scratched. I really can't complain. I have ordered from them 2 or 3 times and every time was smooth other than the one scratched dvd that had no problem replacing. I generally hear good things about them. I am surprised that you have received such poor service. I hope they redeem themselves. One of the better e-tailers IMHO

Sanjuro68.5

That's too bad. Complain up the chain until you get some satisfaction. I have been happy with them on several orders.

Dead By Dawn

I dont know what the problem is. I know I emailed that Jeremy guy about 10 times in the past month. Do they only have 1 customer service rep? Are they running this site out of a spare bedroom? Anyone else have an experience like this?

clappj

Doubtful. I think that spare bedroom is being used for a porno shoot.

Seriously though, if at all possible...
call customer service, don't e-mail them. You'll get better results.

adazam10

If you post this at http://www.adultdvdtalk.com, you will probably get a reply from one of the people at Fivestar pretty quickly. They have somebody from Fivestar who reads and posts there.

godzilla

http://www.adultdvdtalk.com is down right now. If you have a problem with 5 Star-pick up the fricking phone and ask what the problem is. I've ordered from them a bunch of times and, upon having a minor problem, they not only fixed it, they gave me a freebie as well. I wish dvd empire and a few others were nearly as responsive as they have been.

The good news is, no matter what they do for you now, you'll never buy from them again. You won't have to worry about having another problem with them and they won't have the problem of worrying about you. It sounds like a fair trade.

POWERBOMB

Sounds like your trying to hog all the porn for yourself, you beast!

Lurker1999

Sounds like a great way to attract customers.

Dead By Dawn

I have been contacted by one of the owners of FivetarDVD and they have completely taken care of the problem. Also in response to what godzilla said: I have purchased between 200-300 dvds on the internet over the past couple years, and with the 3 or 4 discs that I had problems with, not once has it been necessary for me to call customer service...Anyway...They have taken care of it, and I will be giving them another chance. I have always read good things about them and this problem came as a surprise to me. Thanks FivestarDVD.

godzilla

Powerbomb, you caught me.

Lurker, its been my experience that people who post negative comments in a public forum before trying to call the store and fix the problem, have no desire to listen to reason. If dead is the rare exception to the rule, great. How long would most of us wait before calling a toll free number? Since I don't work for them, how much business they do isn't a direct concern. I'm not their paid cheerleader like almost every other company seems to have in these forums either.

Dead, if the problem is fixed or in the process of being fixed, cool. Consider me a skeptic in that I have generally noticed people so unwilling to call a company on the phone, who rely on email to fix a problem, are less interested in solving the problem at hand than a person who is so willing. Further, I find it fairly irresponsible to publicly attack a company without at least trying to call them first. That's my opinion and whether you agree or not is not important.

I've ordered from several of the adult companies and most of the mainstream ones over the past several years. 5 Star has had better service for me than any other adult company. I've read many times where it's not how well all your orders go that define the service of a company but how well they handle things when a problem occurs. I don't know if I completely agree with that but it makes a lot of sense. If a company has a toll free number to call, is it such an imposition to call them before trying to convince the unwashed masses to avoid them like the plague? Maybe I'm old fashioned about fairplay and you're not. If the company were so bad, wouldn't Geoff drop them as an affiliate?

taliboubou

True true

Though what do you recommend when the e-tailers are in places such as Hong Kong and Malaysia? They don't have 1-800 numbers

Gotta resort to the email. I can say my most recent dealings with Itchee sucked (they were great in the past) and had fantastic service with GetVCDs. Bottom line is not every e-tailer out there sucks. Just gotta have faith (for a little while at least) and see what others have to say (people love to share their experiences, good and bad) before bad mouthing someone

godzilla

Talibou, if a company doesn't have a toll free number, I agree that you need to email them and give them a reasonable amount of time to respond. If they do, not calling it before publicly attacking the company is, at very least, bad form. We are all here to get decent deals. If we apply the political attack formula we've seen over the past 20 years, we will end up buying from B&M stores. The company's that are consistently bad need to be dropped as affiliates and those that are consistently good need to be given a fair shake when a problem occurs. Is that too much to ask?