Joel Vardy
Supporting Actor
- Joined
- Oct 20, 1998
- Messages
- 573
I have been purchasing a good part of my DVD collection through the Internet and go back to the DVD Express days ('97/'98). Recently I've heard that Deepdiscountdvd.com is an excellent place to shop with 'free shipping' and overall best 'total prices'. I've been mostly taking advantage of some of the excellent B&M pricing of late. Though this still makes it tough to catch less popular titles from Criterion and others.
I've placed three orders with them over the last 10 days and have yet to get a single confirmation email about any of them. Is this normal for them? I did see a 48 hour delay before they posted my orders on their website but still no confirmation email. Additionally, I've emailed them about it and received at best an email saying they received my email (autoamatic response) with a 24 hour turnaround commitment. Still no go. I've been calling them and they are saying that their Internet Group has access to my stuff and the Customer Service group is 'blind' to much of what I've come to expect from 'Good Etailers' in the DVD space. Problem is Customer Service is the customer-facing part of their business and they should be able to not only see everything that is going on but take corrective action. Trust me, this is what I do for a living nowadays.
I thought that DVD Express represented a 'high class' operation if you go back to 1998/1999 (before their downfall). Having worked in the high tech community since the mid-80's I was very impressed with the overall design and function of the DVD Express site and their Customer Service was 'Superb'. It seems we have entered the era of lower prices (sometimes) and lower service levels as well.
I know that Deepdiscountdvd has had a system change that has caused them continued problems for the last few weeks but I have seen no improvement in their process over the last 2. Today I called to cancel my Grease order (line item with a couple of other titles so that I can couple the purchase with an upcoming boxset) and they could not locate it despite the order having been placed last Friday. They had to put my account on 'hold' in order to address this at some later time (maybe today -- maybe not). They partially shipped some of my orders while not posting the actual status properly on their site nor informing me by email. Every one of my transactions requires multiple phone calls making them more of a mail order house than a competent Internet site.
Anyone else experiencing any frustrations with this relative newcomer?
Joel
I've placed three orders with them over the last 10 days and have yet to get a single confirmation email about any of them. Is this normal for them? I did see a 48 hour delay before they posted my orders on their website but still no confirmation email. Additionally, I've emailed them about it and received at best an email saying they received my email (autoamatic response) with a 24 hour turnaround commitment. Still no go. I've been calling them and they are saying that their Internet Group has access to my stuff and the Customer Service group is 'blind' to much of what I've come to expect from 'Good Etailers' in the DVD space. Problem is Customer Service is the customer-facing part of their business and they should be able to not only see everything that is going on but take corrective action. Trust me, this is what I do for a living nowadays.
I thought that DVD Express represented a 'high class' operation if you go back to 1998/1999 (before their downfall). Having worked in the high tech community since the mid-80's I was very impressed with the overall design and function of the DVD Express site and their Customer Service was 'Superb'. It seems we have entered the era of lower prices (sometimes) and lower service levels as well.
I know that Deepdiscountdvd has had a system change that has caused them continued problems for the last few weeks but I have seen no improvement in their process over the last 2. Today I called to cancel my Grease order (line item with a couple of other titles so that I can couple the purchase with an upcoming boxset) and they could not locate it despite the order having been placed last Friday. They had to put my account on 'hold' in order to address this at some later time (maybe today -- maybe not). They partially shipped some of my orders while not posting the actual status properly on their site nor informing me by email. Every one of my transactions requires multiple phone calls making them more of a mail order house than a competent Internet site.
Anyone else experiencing any frustrations with this relative newcomer?
Joel