oten66

I hate to have a gripe as my first post, but I had to let others know of my experience with this company. I placed an order last week and two days later they charged my credit card - I received no shipping notification and my order status still reads 'open' on the website. I sent a polite email to ask if the items had actually shipped as their site says they only charge your card when your DVDs are ready to be sent. They didn't respond to the first one so I sent another - still with no response. I decided to call a Customer Service representative who explained that they had no record of my order!? I asked why was my credit card charged then and he said he had no idea and would look into it. I have a sick feeling my next call will be to my credit card company. If they decide to actually DO something I'll keep you all posted.

After reading how others have been satisfied with their service, I decided to put my first order in - what a huge mistake! This whole experience has been very frustrating and I will certainly not be ordering from them again. Oh Well...looks like it's back to Amazon - over 200 orders later and only one mistake, which was quickly attended to, I'll pay the extra and deal with confidence.

CaptDS9E

Ive order many times from DDD without a problem. Every store once and a while makes a mistake. For example. Bestprices.com shipped me a dvd and charged me for it. For some reason it was charged a second time for the same item. Took them a few days to fix it but they will. Its called patience expecially since amazon isnt the greatest in customer service either

capt

vaporware

I've never had a problem with DDD and in fact prefer them over most other online dvd stores.

joe liquor

Give DDD a chance to fix your problem before you write them off as an evil etailer. How often do you see a rep from Amazon posting on this forum to explain why things may have gone wrong and what they are doing to fix it.

That said, I would expect DDD to be reading this thread so I will briefly steal it and post my own question. Ever since I placed my first order I've started to get emails from unknown sources with subjects of "Enjoy your movies" or something similiar. I suspect that they resulted from my order with DDD. I have yet to actually open one of these emails up, but is there a way to get my email address off DDD outside distribution list?

travis_bickle

I ordered last friday but my order doesn't even show up on the order status page and my CC has not been charged yet. What does this mean? it says "you have 0 open orders" does this mean it has shipped or that they have lost it? I will just order from DVDplanet if they have lost my order.

CS@DeepDiscount

Oten66,

I tried to contact you via e-mail but received and undeliverable message. I would like to look into this situation for you. Please call me when you have chance I am in the office from 9a-5p CT.



All DVDTalk members,

On Friday 2/1, we made some changes which has affected our ability to update our online order status feature. These changes have also affected our Customer Service e-mail. Both problems have been fixed now so you will have accurate order information online shortly and we will be receiving all of your e-mail.

Some of you have been concerned over spam e-mails that you have been receiving from unknown sources. We would like you to know that DeepDiscountDVD has never sold or rented our customer e-mail list. That list is used only to send order confirmations and our promotional e-mails.

Best regards,

Rick Mejorado
DeepDiscountDVD
Customer Service Supervisor
800-264-5076

Movie_Man

Now THAT is customer service.

Tastycake

I happen to love Deep Discount. I usually place 2 orders a month with them and have yet to be dissapointed. I would say that they're doing a pretty good job of fixing your situation if someone is addressing you personally on a message board. Customer service indeed!

d2cheer

Plain and simple the BEST place on the net to get DVD's. I have gotten over 100 DVD's from them and love the place.

joe liquor

Do you get the emails I posed the question about earlier in this thread? I only assume that I'm getting them b/c of my order from DDD since it was after my order that I started getting them.

Shafted!

They are great, yesteday i got in the mail my ghostbusters 1 and 2 dvds. Ghostsbusters 1 freezes my dvd player and my dvd-rom player on my PC.

I called DDD, and within 5 minutes they were sending me a replacement copy and a pre-paid shipping label. They didn't ask too many questions, just whats wrong with it, didn't argue with me, just took my call.


Great!

oten66

Thanks for the reply Rick. I have been using the email address I registered with at DVD Talk for many months without a problem, so I don't understand why it was 'undeliverable'.

Anyway, perhaps an alert on the home page that the order status service and CS email system was down would have been helpful.

I live on the other side of the globe, so calling can be quite prohibitive - that's one reason I like the convenience of the internet and email. The other is I like to have things in writing.

I'll keep an eye on my order status over the next couple of days to see if anything has changed and wait and see if my original emails are replied to (They were not returned as undeliverable).

These are the systems your company has set up and if they don't work, how can customers continue to have confidence in ordering from your website.

edited to clean up the quote codes
- stevevt

ernestrp

I have had some problems by mistakes made by DDD. Its pretty much useless to try to explain their mistakes to them. If they ship your order and it does not move to the CLOSED section there is a good chance they will ship and charge again so you end up with 2 shipped orders and charges. I still use them and currently have 2 such orders that are listed as OPEN, 1 made back in November and was filled before Xmas with a double shippment that I was charged for of one title and one last week that I received a shipping email on and charges on my CC but are still listed has 0 shipped on the 4 titles on this order. I guess its just wait and see on this order. If they make some other kind of mistake, its real hard to get them to do anything about it but they say they will.

I still use DDD but not as much as I used to. Well, almost.

travis_bickle

UPDATE: Called DDD to find that my order has shipped (My CC hasn't been charged yet though) Great CS as mentioned above.

pro-bassoonist

I would like to voice another opinion in support of DDD. I have bought over 50 dvd's from them and not only have I never had a problem with them but usually i get my orders a day or 2 before the release date. Besides that looks like they are a small company(compared to AMAZON) for example so I have no problem showing some support.
My only note to them would be that they do not carry some titles from independent labels.

To the person that posted "I live on the other side of the globe"....does this mean that you live overseas or what? Please be more specific.
If you are having problems with this email perhaps you should sign up for another one? What's the problem with helping yourself a notch by not waiting for the other side to 100% resolve your issue. It's your moner after all, is it not?

d2cheer

Nope I don't get any spam from them

vaporware

This is a quality etailer as far as i'm concerned. I've never had a problem and when i've had questions they were easy to contact via phone and quick to respond via e-mail.

Illinois Enema Bandit

Another vote of support for DDD here. Mr Mejorado has been lurking on this forum for many months and, speaking from personal experience, has been extremely helpful in resolving issues with orders. The only problem I ever had involved late shipping of a pre-order, and that was due to distributor problems

oten66

Well...I finally got a reply from my original emails sent to DDD. They stated they've sent my order , but the site still shows it is 'open'. We'll have to wait and see.

BUT WAIT...it doesn't end there. They've also charged my credit card TWICE for the same order. Man...Never again.

I wonder how long it will take to respond to my next email and fix up this problem.

vaporware

The order almost always shows open even if it's shipped. As for the double billing contact their customer service and i'm sure they will straighten it out for you. they do have the best customer support i've found through any e-retailer.

cratervalley

I have a bad customer experience with DDDvd to share. I bought the Art of Buster Keaton box set on 1/31/2002 shown in stock. And I have been patiently waiting for my "open" order to ship.

Well I got a call yesterday afternoon on my answering machine 2/6/2002 to verify my order. I immediately called the 800 number, the guy didn't even say the name of the company, it was a greeting akin to "Yeah, what do you want" like I was bothering the guy. I told him I was returning their call, he had no idea what I was talking about. I gave him the order number and he needed to verify my billing address.

I also emailed DDDvd yesterday asking why it took them a week to verify information about my order. I appreciate the low prices, but the service is sorely lacking.

Whiskey Priest

Don't let a couple of bad stories scare you away from Deep Discount DVD!!
I've placed a couple orders with Deep Discount and had no problems including with a Malena DVD which was out of stock at the time. My card wasn't charged until it shipped and it arrived a few days after it the card was charged.
The only problem really seems to be with their web site updating orders. I also had a problem recently with an order never showing up and I got no response to my email inquiry. But I figured if they were having server problems or something of the sort, that I was probably one of a hundred or so emails recieved that day. So I just checked my credit card statement online and found that it had been charged and one day later it showed as having been shipped on the site.
I'm willing to deal with a less than perfect web site in order to save $3-$10 per DVD.
Keep up the good work Deep Discount!!!

DeepDiscount

Hello Everyone,

I wanted to address some of the concerns regarding our online order status not updating properly in recent days.

First, I apologize for the inconvenience. We are in the process of upgrading our systems so that your order information is more accurate, product information is more detailed, the site runs faster and in general the entire ordering process is easier for you. As one of the posts indicated above, we should have stated on the site that order status updates may be delayed during these upgrades. We have completed the first stage of the upgrades so the order files from the last week are being rebuilt and your online order status should be current shortly.

We will be making several other site changes over the next few months to improve its speed and functionality as well as adding some additional product content. Hopefully you will not notice any interruption in service, however, if I do anticipate any downtime or delays I will do my best to notify you.

We're making changes based on your feedback and suggestions over the last year. We really do appreciate your business and are striving to make DeepDiscountDVD.com your first choice when shopping for DVDs.

Thank you for your continued business.

Sincerely,

David Barker
Director of Ecommerce
Infinity Resources, Inc.

stingo

Another vote in support of DDD - I've placed many orders from them and have been very satisfied with the service etc.

krazy_ivan

I've never ordered from DDD, however with all the praise that it recieves on this forum, I am looking at purchasing the Star Trek Box Set.

However, I noticed that North American DVD has it for a cheaper price. I know that I've read in the past that DDD will beat all prices. If this is still true, how do I go about asking DDD to match their price?

DDD - $175.21
NADVD - $154.99