DVDSoon.com warning - Page 2

John Leaning · 08-12-2005, 07:00 AM

I'm having the same problem with preorders as everyone else. But looking back, exactly the same thing happened this time last year and in 2003.

I notice the website has gone now, as it did on the previous occasions.

Hopefully when/if it comes back they start shipping stuff again. They obviously aren't big enough to have a web test environment, or a shipping dept that works from mid July to mid August, but these problems every summer are a bit disconcerting.

John

Russell G · 08-13-2005, 02:56 AM

Well they're back up and it ain't pretty

They stripped away all the Fedility I-Card memberships! Now their pricing is fair, usually around amazon.ca. The big advantage on buying from dvdsoon, is that with the membership, you can get stuff cheaper (I was in the 15% bracket), but it might take a little longer. Now, you might as well just buy at amazon! Also, because they implemented the new "pay when it ships" payment system, they say they are going to have to cancel existing orders, with a credit going on your acocunt. That means all you suckers, like me, are going to loose out on the juicy pre0-orders we placed, that all the other websites have now bumped up the prices!

Here's the statment greeting you when you access your account:

--------------------------------------
August 12, 2005.

We are happy to announce the implementation of our new payment system. Due to popular demand, your orders will now be charged at the time of shipment instead of at the time of the order.

However, due to compatibility and accounting reasons all pending orders had to be canceled. Unfortunately it was impossible to overlap the two different payment systems. Credits have been issued to your DVDSoon account so that you may replace your orders once again. In order to help you locate the items that have been canceled you will now have access to a list of canceled orders and their contents in your account.

Free Shipping
Our free shipping has returned! Anyone who orders three or more items will now be offered to have their items shipped for Free through out Standard shipping method. Please note that one or more of the items on your order must be eligible for free shipping in order to participate. Also, in order to ensure that you will be able to benefit from this offer, all items must ship together.

Fidelity iPoints
Also, all of our clients will now start accumulating Fidelity iPoints. For each dollar you spend you will be rewarded 1 fidelity iPoint. These points can be redeemed towards various promotional items or DVDs. Please visit the following web page for further information: Fidelity Rewards.

Fidelity iCard
We regret to inform our clients that we have had to withdraw the fidelity iCard from all of our clients. For those who are iCard holders, a credit will be issued according to the remaining amount of months as well as the use of your membership as form of compensation for the loss of your card.

In closing, we welcome all of our clients to visit our Terms of Use and *FAQ* for in depth explanations of the new changes that have taken place on our site.

The Administration
DVDSoon.com
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My orders haven't been cancled yet. When they are, and if I can't get my pricing back, I'm going to get my card refunded through my credit card companey.

Sebastien S · 08-13-2005, 06:22 AM

My credit card company has just given me a complete refund on ALL my purchases from May to July 2005 with DVDSoon that I never received!

Satisfaction finally!

They can try to fight this but I doubt they will with their current situation... And even if they do, there's no way they can win... They took my money and never supplied the merchandise!

I suggest that others in this similar situation do the same before they declare bankruptcy, by then it will be too late.

Now, I need to reorder these movies elsewhere...

CraigF · 08-13-2005, 02:13 PM

Typical DVDSoon BS re their "customer service". Whatever the screwup or policy change, they always blame it on their accounting system. The fact is, you design a custom order/accounting system to implement the policies you've decided on, so I hope people don't buy this crap. The way things are is *exactly* how they decided they would be. Like I keep saying, these guys skirt the edges of legality, and are definitely on the wrong side of ethical.

Yes, if you have a good history/relationship with your CC company, they are the way to fight back. They have a lot of power, and they often will take unilateral action and make the merchant prove their position. This should be a final step, as it's unlikely the merchant will deal with you again once you initiate CC company intervention to withold payment (like you'd want to deal with them again when you get to this point).

I suggest getting a CC refund for any oustanding funds owed JIC. Then pay again "the new way" for new orders. Like Sebastien says, you can get a CC refund even after you've paid the bill for the undelivered item.

John Leaning · 08-16-2005, 12:39 AM

SO as well as not being able to get a refund on your credit card for cancelled purchases. They now have a limit on how much of your "credit" you can use on a future order.

Quote:

Non-refundable credits

A non-refundable credit will be issued for all product replacement request. The credits available in your account can be applied to your future purchases.
Using non-refundable credits

Since non-refundable credits can be used on products only, all other charges (e.g. shipping fees) will be applied to your chosen method of payment. Also, you may only use your DVDSoon credit for up to 25% of the total of the order.

Non-refundable credits are valid for 1 year after it has been issued.

JohnRice · 08-16-2005, 01:53 PM

Definitely sounds like a company on the brink. Anyone who has read this thread and still orders from them was nobody but themselves to blame.

FWIW, I have only ordered from a Canadian e-tailer once and they also charged me for the entire order in advance, though one item was backordered for 3 or 4 weeks.

CraigF · 08-16-2005, 05:33 PM

They converted my payments for orders they cancelled *themselves* to non-refundable credit! The bastards! I'll have to spend a small fortune there to get my CC funds back. Obviously that's unacceptable. And it can't be legal: no product shipment, refund the CC funds.

Russell G · 08-16-2005, 06:17 PM

CraigF,

They did to you what they stated as policy in the blurb I poisted previously, canceling existing orders for credit, so you have to reorder them at a higher price.

The fact that it is non-refundable and only applys to 25% of the order is a total kick in the balls to the customers who have had:

Their pre-orders cancelled at lower prices

Their ICARD memberships cancelled so you no longer get you discounts (mine was up to 15%, on top of what used to be lower prices, made for the best shopping I could find)

So, fuck DVDSOON. As soon as they let me access my account so I can see what I have for credit, I'm calling my credit card companey to get a charge back. Amazon.ca can have my money, I can get free shipping with prices about the same as DVDSOON there, without getting fucked with my pants on.

EricSchulz · 08-16-2005, 06:18 PM

Obviously that's unacceptable. And it can't be legal: no product shipment, refund the CC funds.

I would call you credit card company to find out what they recommend as a course of action.

CraigF · 08-16-2005, 07:38 PM

Thanks guys. I knew about the cancelling of orders, but NOT about it being non-refundable credit. Their site is not clear at this moment re their policy for this, says "more to come" last time I looked. At the very least they should let you use the credit all at once. This using of no more than 25% credit a time is once again indicative they have some other cash-hungry business going on and don't want to lose their operating capital (i.e. $$ from YOUR CC charged in advance).

And I want a credit for 5 months of iFidelity membership cost, pro-rated, non-refundable is OK in this case as long as I can use it *all at once*.

I have called my CC company of course (VISA). I suggest everyone do it, regardless of the amount of $$. Taking CC $$ and then not shipping, then not refunding to CC, is not kosher. Could even be called fraud. Enough CC complaints can cause them difficulties. Like I said before, if you're a good customer they'll put payments in the amount of your dispute on holdback. It works, gets some action, has for me a few times in the past (elsewhere)!

Do not waste your time e-mailing DVDSoon, it seems IME they never respond to them, regardless of subject (or maybe they do after several weeks, I've never waited more than two before a phone call...).

Back to amazon.ca for me, their customer service and policies are pretty much the best going online. I notice DVDSoon copied their free shipping amount too ($39, which is quite high compared to the U.S. amazon amount).

Russell G · 08-17-2005, 10:27 AM

DVDsoon just cancelled 3 of my 4 orders. I still can't access my account, and they still wont return any emails. I'm waiting for the last order cancellation email from them and then I'm calling my credit card company to get the charge back. The last time I could log in, they had removed the refund request option, so I doubt DVDsoon are going to be willing to refund it themselves.