cinespace

You can add me to the list of unhappy people but perhaps it's my own fault for not reading the fine print. I believe they just don't want to bother with refunds---it's easier for them to offer store credit on a future item---but I want my money back!!!

I pre-ordered a Disney film late last night (won't be available until May 7) and cancelled this morning because I found I could get it cheaper elsewhere. I cancelled my order and then was informed by auto-email that I received store credit. It is possible to receive a refund but as another poster mentioned, you have to jump through all sorts of hoops to get it. Unfortunately, I have WebTv and due to it's limitations, I can't download their refund form and I don't have a printer to print it plus I don't have a fax machine but why do I have to go through all this nonsense anyway?

I replied to their email requesting that they handle the refund from their end because of WebTv limitations. I'm awaiting their response. In the meantime, I contacted my Visa credit card company. They informed me that I had indeed been charged and if I wanted to dispute it (hopefully it won't get to that stage), I'd have to fill out forms, send them back to the credit card company and then Visa International would act as the arbitrator. Do I really want to go through all this?

The bottom line is that I will never put myself in this situation again. I will read the fine print next time. As far as DVDSOON.COM is concerned, I probably won't order from them again simply because of their convoluted refund policy. I hope someone from DVDSOON.COM is reading this because I do believe their business will untimately suffer if they don't become more consumer friendly. Their prices are good but they've got to change their refund policy. There are so many other online retailers competing for our business. DVDSOON.COM, if you want to stay in business, change your policy. I'm tempted to send this thread to DVDSOON.COM. It may get them to re-evaluate things quickly.

Pending....


Mike

ntuc

never preorder or any dvd that is out of stock at dvdsoon. they charge the moment u order not when it is ship.

Hal2000

That's just it: I don't think they are in it for the long haul. The way they handle their business activity makes the whole enterprise appear to be a variation of a pyramid scheme. As a low price provider, they are guaranteed to receive a boatload of orders. If they satisfy some of those orders but stiff many others, they will at least have some satisfied customers, as we have read here. That will encourage some borderline customers, like me, to try to take a chance on placing an order. It appears to be a gamble as to whether one will ever see product. Meanwhile, they have a positive cash flow that keeps them going until they pull the plug, leaving many customers in the lurch.

If you ask me, just looking at their website throws up red flags. It has a sort of "fly by night" look to it. I know some otherwise reputable etailers have also not put a lot into their cosmetics, but if you put everything together about DVDSoon, it all falls apart.

I rarely pass up a deal, I enjoy fighting for consumer rights, and I like to take some risk; however, after following this thread for a while, this seems to be too shaky and even I won't bite.

DVDSoon, you if you are a sincere business, you must change your refund and cancellation policies or die.

If you are not a sincere business, "mange merde" or however it's spelled.

Thanks to tofubomb for the spelling lesson.

tofu

I think "merde" is spelled with an e. but thank you to everybody in this thread because I was thinking of ordering the royal tenenbaums from them since it was $14 but I guess i'll pass. It sounds like it's just not worth the hassle.

cinespace

Hal, Tofu and others:

Here's an update on DVDSOON.COM. I have to re-think what I said about this company. After I emailed them and told them I wanted a full refund, they emailed me back requesting my home phone number so they could get in touch with me to obtain my credit card information. They called me at home this morning from Canada (at their expense), took down my credit card information over the phone and refunded my Visa credit card. I also received an email confirmation. I replied with a "thank you" note and I received the following information:


"Dear Sir,

To make your shopping even easier in the future, we are finishing our new system that will allow people to cancel entire orders and have a *refund* online (unfortunately, we have not found an easy way to allow this for individual items, that will come in time). This should be ready before the end of this week.

Hoping everything is to your satisfaction."


I was very impressed with their desire to please and their quick response regarding my refund. It seems they're now taking corrective measures about their refund policy. Based on this incident, I'm going to give them another try when I order online. They have excellent prices and I think they're really trying to please their customers.


Mike

Hal2000

Thanks for your update.

I have an open mind and I'll keep watching this thread for a while. A young business will always have stumbles along the way.

Update 5/13...

Okay, I gave them a shot with a single cheap pre-order on 5/13 for release on 5/21. I'll let y'all know...

Update 5/21...

I was not surprised when I received an email today showing the expected availablity date of the DVD I ordered to be 6/4. This confirms those who dump on DVDSoon and I won't order again unless something changes significantly. They have no business offering pre-orders if they can't fill them. The test continues, I'll keep you posted...

Update 5/25...

Okay, I'll eat crow publicly. I just received a shipping notification for the title they estimated would ship by 6/4. It is only 4 days after release date and I can live with that. I don't need my items immediately on the day of release as long as the time period is reasonable. I suppose the name, DVDSoon, is appropriate, since the title came soon after it was released. Let's see if it actually arrives...

Update 5/30...

Arrived in a padded envelope, everything fine. Will try them again. Thanks DVDSoon!

5th_Wheel

I'm giving them a try on my Old Yeller pre-order. I'll let everyone know how it turns out. As stated before, every new business will have its ups and downs. As long as they learn from their mistakes they should end up being another good Canadian e-tailer like hmv, dvdmode and ddd.

MOZZ

I can only give praise to dvdsoon.com every order i have placed so far as arrived within seven days and they do a real good job when it comes to filling out the cn22

cinespace

If you do request a refund on your credit card, you may also find your refund does not equal the charge as I just found out. In my case, I lost about half a dollar (no big deal) because of the USD vs. CAD exchange rate from the time I was charged to the time I was refunded. Fortunately, my order was very small so I'm not out much. I guess I can see DVDSOON.COM's point by charging you when you order because it freezes the exchange rate at that moment. Again, now that I've read all the fine print, I'll continue to order from them.

Mike

5th_Wheel

Well, I've never run across anything like this from an online store!!!

I tried to place an item in my cart a little while ago and I was unable to get any title to go in. I re-booted my PC thinking that was the problem and still no luck.

I just opened my e-mail account to see if I had any new e-mails. There was one from DVDsoon stating that they had locked my account for security reasons!!!! I've place three orders in the past three days, two with one inexpensive title each and the other with three inexpensive titles.

They claim they want to verify my CC for security reasons. Why in the Hell just not call my CC company or me for verification rather than blocking my account over less than $100.00 in DVD's? Anothere strange thing is that they have not requested any information about the other CC I used on one of the other transactions....

Naturally they do not have a phone number so customers can call and speak to a human being!!!!!!!!!!!!!!

5th_Wheel

This FRIGIN company is UNREAL!!!!!!!!!!!!!!!

Here is the e-mail I just sent them.

You locked my account the other day and I sent you my credit card information as you requested. Now my account seemed not to be locked, however when I went to place another order I get this message.

Unfortunately, there has been a problem with your account. Please contact us at [email protected].

Either you want my business or you don't! Please make up your mind one way or the other!

I would also appreciate a response to this e-mail........

Jon Byers
XXXX XXXXXXXXX XXXX
Kenner, Lousiana
70065-2944
Home Phone: 504-XXX_XXXX
Cell Phone: 504-XXX-XXXX

[email protected]

-------------------------------------------------------

This is the most unorthodox company I have ever run across!!!!

Hal2000

Okay, I gave them a shot with a single cheap pre-order on 5/13 for release on 5/21. I'll let y'all know...

Update 5/21...

I was not surprised when I received an email today showing the expected availablity date of the DVD I ordered to be 6/4. This confirms those who dump on DVDSoon and I won't order again unless something changes significantly. They have no business offering pre-orders if they can't fill them. The test continues, I'll keep you posted...

Update 5/25...

Okay, I'll eat crow publicly. I just received a shipping notification for the title they estimated would ship by 6/4. It is only 4 days after release date and I can live with that. I don't need my items immediately on the day of release as long as the time period is reasonable. I suppose the name, DVDSoon, is appropriate, since the title came soon after it was released. Let's see if it actually arrives...

Update 5/30...

Arrived in a padded envelope, everything fine. Will try them again. Thanks DVDSoon!

Update 6/3...

Pre-ordered 3 titles scheduled for release 6/4: Hustler: SE, Joy Luck Club, Verdict.

Update 6/4...

Hustler & Verdict in stock; Joy Luck Club scheduled availabilty is a distant 6/24.

Update 6/6...

Shipping notification: all titles shipped!

Update 6/10...

Everything received ship-shape!

Since I criticized this company before I tried them, I take responsibility for at least communicating the good experiences I've had. I still don't care for some of their policies, but they have at least been reliable providing low cost product to me.

Robbert

I use DVDSoon as my main supplier now and have ordered some 25 titles there the last few months.
Except for one title which stayed on backorder for 4 weeks after which I cancelled, I have had no problems with them.
They are one of the cheapest and shipping to Amsterdam usually takes 4-7 days.

Low RG

Same here. Can't beat their prices if you don't mind the 7-10 day delivery time.

One thing I don't understand is that the shipping doesn't go down when you order multiple DVD's (it just mutiplies). So since they don't give you a break on the shipping for ordering multiple titles, I order each title individually. I found they will usually ship pre-orders as soon as they receive stock which in the past has been up to 10 days early (with the slow shipping I still receive some titles before street date).

Also not a good idea to order from this company if you have any pet peeves about having some french wording on your covers. About half of the DVD's I receive are half English and half French on the covers (even though their site may not have mentioned this).

MistisoMan

Hello everyone. I am new here, but I have read all the posts, and am actually going to use them to buy a pair of DVDs ($14 for Royal Tenenbaums, $12 for Monster's Inc. OH MY). I am curious about some things, however and would like help from anyone who may know the answers. I read about different versions of the same DVDs both region 1 but some with french on the case. I'd prefer not having the Canadian case, and i see two tupes of various movies. Normal title and a title followed by (v.f). I believe one of these is Canadian other is American, anyone know? Also have the shipping problems been fixed? Not getting DVDs in a timely matter for bigger orders? 1 Last question. I read a lot that there were no savings for multiple orders, but I now see a $1 CAD cashback per DVD if you order 3 or more. Has anyone dealt with this? I'd be greatful for some answers, thank you in advance.
-- Patrick

samuelowens

VF = version francaise - ie it has the French cover...

MistisoMan

Thank you for that. Now just shipping horrors, and cashback. Anyone gonna knock those outta the park? I wanna hurry and order because from what I have read hear, the prices go up closer to release date.

Low RG

It's not actually cash back but store credit. I did receive one $3 CAD credit so I can vouch for them in that respect.

When I first started ordering with them a few months back my DVD's were shipped via Priority Mail (?) and arrived in about 3-4 days. Now, all of my recent orders do not have a Priority Mail sticker, and they seem to take up to 2 weeks to arrive here in southern calif (they do eventually show up).

I've ordered about 20 DVD's from them over the past few months with no problems at all.

MistisoMan

Alright, thank you both for that last bit of confidence. Reassuring that the DVDs will make it here to California. Just saw that partial orders are only allowed on 4+ movies, another kick to the ass. Doesn't help that they don't have more titles available to preorder, either. Anyways, thanks again. -- Patrick

Rand

It looks like I'm going to have to revaluate my opinion of this etailer again. I though they'd fixed many of their problems when I had a good experiance with ST:TNG season 3. But I placed an order a couple of days before that for several discs that were released this past Tuesday. By yesterday I still had no shipping notification so I checked my account, the order (which I had a confirmation email for) didn't show up in either pending or shipped. I emailed them about it and shortly got back this reply:

"We apologize for this inconvenience. The orphaned transaction has been
found. Your credit card was not charged. You are free to re-place this
order at your leisure. We thank you for your interest in our titles.
Once again, we apologize for this technical mishap from our part.
If you should need anything else, please don't hesitate to contact us again.
Have a nice day."

I emailed them back and asked why, since they have found the order, they can't simply reinstate it and ship my discs. Why do I need to reorder them, at a higher price now? I've had no reply from them. The low prices are tempting but this kind of thing gets them on my do-not-order list.

MistisoMan

I decided I could not wait any longer to preorder my Royal Tenenbaums CC ($16 shipped is not going to happen again for a very long time) and oddly enough I start to see things that were bothering others.

Upon completion of checkout I was not directed to a screen with an invoice or a thank you for shopping, instead I went to a completely blank page. I also never received an email from them confirming my order.

I then emailed them stating the circumstances, and that I wished to know if my order had actually been processed, this was late last night.

This morning i have a response waiting for me saying my order never occured, and I was not billed. Seeing the experiences of others here, with them, I decided to make sure. As a matter of fact, I HAD been charged.

This started to make me worried. So I contact them again say I had been charged, and I would like credit or a refund to my card to make the purchase again. I promptly (15 minutes-) receive an email asking for some information so they could track down the orphaned transaction.

And that is where I am. An orphan waiting to be found. However, I can not say my experience with them is bad, yet. Their customer service has been nothing but professional with me, though not too bright. I would have loved getting it right on the first time around but for their prices I can deal with a little tragedy.

Update: The Response
Dear Sir,
We found your transaction. It was charged and then the transaction was voided when the system detected something went wrong. The reason your financial institution found a transaction is because they will see even non settled transactions. Since the sale has been voided, it was not setteled with our financial institution and it will not be charged to your credit card account. On your next monthly statement, the transaction will either not appear at all, or it will show as a sale followed by a credit. Attached is our transaction record.

This can not be a good sign. I'm going to order it again, but scream and yell for a refund (which will probably buy Monsters Inc.) if I am billed twice.

Update #2: The Reorder
Got another blank screen upon checkout, once again no email. Starting to think I should have stayed away like the other guys said to.

Update #3: The Insanity
After trying 5 different orders with different items, and 1 that actually went over 100 cad so it went freeshipping + $1 cad back per dvd I am at a loss. I am in the boat with all of the DVDSoon bashers on here. They literally are trying to give my business to someone else. There customer service is beyond words, after 7 to and from emails, they have not remedied the situation nor given me any kind of assurance that my order will be processed EVER. I say to anyone on the border IGNORE THIS COMPANY AT ALL COSTS!!!

chsidwel

I gave dvdsoon a shot. On 6/19 I ordered:

A Beautiful Mind
Pearl Harbor VS
Hart's War
Royal Tanenbaums

I received all of them on the 29th of June!!! The package was packed with tons of padding. The best packing job I've ever seen! I am very pleased!!!

MistisoMan

I finally got some courtesy out of these folks. I sent a little flame email saying I take part in DVD message boards, some of which discuss their company and I would suggest that people do not use their services. I was not too rude or mean, just about as much as I built up from 5 messed up orders and 10+ emails. This is their reply

Dear Sir,

We apologize greatly for this unusual delay. You are a valued customer and we would like to do buisness with you. To this end, we are ready to do something we have never done. I am ready to place the order for you online. While the development department works on the bug, I could take your order by phone (or fax, as you wish) and we could do buisness this way.

To compensate, we will credit you the difference of those movies you requested. If you could provide us with the actual price they were when you placed the order, that would be great. If you do not have the original prices, we will take those that are on now. We apologize, but I hope you understand we never did anything quite like this before, but if you trust us with your credit card info by phone, we would be more than happy to oblige you.

In the hope this outstreched hand will be enough to accomodate you, we really want to do buisness with you. We thank you for your patience and your cooperation.If you should need anything else, please don't hesitate to contact us again. Have a nice day.

Funny thing is, the movies I wanted to get from them I got from columbia house to finish my accounts and they averaged way less than even this company could reach (20-40% under DVDSoon prices).

spizz

I have to say for myself here in Australia DVDSoon comes out way ahead in terms of pricing, especially with their free shipping. I have had only 1 problem with them over the course of all the DVDs I have bought from them which was when I received X-Files Season 5 instead of Star Trek: Season 2. I sent the X-Files back, they credited my account with the shipping cost and redispatched the ST: Season 3 via Puragulator (i.e. Their Fedex) which arrived in 3 days to Australia. I was dissapointed I had to wait for them to receive the X-Files before they dispatched my replacement as it was their fault. Besides that all up I am very happy with DVDSoon and will use them again.

Spero D.

princessducky

I'm thinking about ordering from them. I want to pre-order the Friends: Complete Season Two boxset. These disc are the same as the US right? I see lots of people saying they are ordering the French or whatever ones.