Ordered two dvd's over three weeks ago (Scorpio Rising and Lia's First Time from sellers Lily_anselm and megamegadvd) and they never showed up. Contacted customer service 3 days ago (even resubmitted tickets) and no one ever got back to me.
Aspen Stevens is hot and sexy Aspen Stevens is the most beautiful woman in the Observable universe 139 Posts 10/07
Posted - Sep 17 2011 : 6:00PM
not sure but i think there home base is in North Carolina, it might be because they might got hit bad from the recent hurricane. but still that's no excuses, but maybe give them some more time.
As you are likely aware, Adult DVD Marketplace does not actually ship DVDs. Your orders are forwarded to the seller for shipment. When you place an order through Adult DVD Marketplace, you are emailed a confirmation of that order, which includes the email address of each seller. The seller is sent a notification to ship the DVD(s). As a seller on ADM, I've had situations where I was not notified, only to have the buyer contact me sometime later to ask about status. Therefore, you should send email to both sellers and inquire about status. The recent feedback for your sellers seems to be OK. (I believe ADM is based in the Charlotte NC area, which is quite a distance from coastal NC where the most damage from the storm occurred, so if there are problems with ADM, they would not be storm-related.)
Have you contacted the actual senders? Also, if shipped media mail it can take 3 weeks. ADM customer service has always been a very responsive from my experiences. "I do not as a rule seek advice about food from thin people..." - Jeffrey Steingarten
With so few people actually using the post office, I normally have exceptional mail service. Stuff sent media mail usually gets here within a few days. Even the post office says media mail ships in two weeks. So, barring grand disaster, I don't see any reason why any shipment would take three weeks, unless the seller is lying and doesn't actually have the item he/she is listing in stock, which would kind of defeat the purpose of Adult DVD Marketplace (namely, it's for small sales of 1 or 2 copies). ADM is not set up to be a Adult DVD Empire type of superstore and that's what I liked about it. It allowed collectors to trade collections without fear of getting screwed. If there is a problem (after two weeks or so of waiting) I contact the seller to find out what's going on. If there is no reply or the reply is CRAZY like "I didn't mail that out yet" I usually ask for a refund I'll take it up with ADM after the third week. Since there's no more customer service on ADM, the system is imperilled, astronight, which is why I was writing this. No offense.
We have received your multiple tickets and we are handing the issue. A seller has already refunded you for one of the titles. Regards, CJ Customer Service Manager
I agree they don't ever respond and I recently had them take money out of my seller account even though a buyer admitted they received both DVDs! That's right I sold the DVDs to a buyer and they then stole the money from my account! I tried e-mailing them and as usual they did not respond! I recommend not selling on the site at all and if you buy you better buy from somebody you trust or you may be SOL.
Hi jerseyguy -- I sent a direct reply yesterday and didn't get a response, so I'm going to post this publicly -- I sincerely apologize on behalf of ADM for the issues you've been having with support. We're experiencing a great deal of turnover in the support department, which is resulting in both a big backlog of tickets that need assistance, and apparently (based on your issue), impacting the effectiveness of the support that is being provided. We recognize that this is a huge issue (our site has historically been extremely focused on customer support), and we're taking major efforts to improve the situation. In the meantime, if you can please re-submit a support ticket through the "Contact Us" form with "Technology Related Issues" selected, then I'll get this resolved for you immediately. Thanks, Adult DVD Marketplace Support
You understate the problem. ADM's customer service in its current state is enough to make one never do business there again. Even in obvious cases of fraud one has to write email after email and nag for weeks in order to get a refund. Even though I have been a longtime good customer and spent a fairly large amount of money purchasing through ADM after my last customer service experience I decided I was done with ADM. Recently I gave it another shot, placed a large order and am now going through the same Bullshit as before. I have a case of obvious fraud (seller advertised as new what was in fact a cheap DVD-R copy with home printed artwork) and I'm still waiting for a refund despite two emails to ADM customer service. The one reply I got told me to contact the seller first to try to resolve this even though in my original complaint to ADM customer service I stated clearly that I have already attempted to contact the seller and received no response. You need to do something about the pathetic customer service or you'll lose all your regular customers before long.
I finally got my refund. This was better than the previous case where I had to write 7 or 8 times and it took about 2 months to get a refund. This time it took two weeks. It's an improvement, but nothing like customer service at ADM used to be.
I filled out a new ticket a few days ago for a seller that never sent anything out from my order and this time got a refund in about two days. That's similar to how ADM customer service used to be. That implies things are getting better or have returned to the way they were. There are some great sellers on ADM but also a good number of flaky or totally unreliable sellers there too. It's really important that ADM customer service is rock solid so you can buy with confidence that you won't be ripped off no matter who you buy from.
I was totally screwed by them as a seller. The customer who purchased the DVD's stated and in written words says both DVD's work and are functional and one case is broken. ADM then takes all the money from my sale and tells me there is nothing they can do. This makes no sense the buyer admits one DVD is fine and GETS BOTH REFUNDED! This offers zero protection to sellers. I contacted customer service and they refuse to put any of the money back in. I highly recommend NOT selling on their site because you basically will be sending DVD's away, pay all the shipping and then not get paid. Very disappointed and disturbed by this experience. I will be posting all my correspondence with them just to show you how ridiculous this is. This is the sellers initial complaint This order (#******) arrived today with one of the two DVD storage cases crushed and broken along the opening side and top edge. Fortunately, the DVDs are undamaged. I agree to refund one DVD or the shipping on one but instead all the commission and shipping is refunded so basically I gave away two DVDs and had to pay shipping. I could understand one but the other DVD he admitted was fine. I then get no response despite repeated attempts for a month. Finally Gary responds here and tells me to fill out another ticket. Here is my ticket and response I receive. I posted on AdultDVDTalk and Gary said to fill out a ticket. This order was completely refunded and returned to the buyer even though the buyer said he received BOTH DVDs. The cover of one was damaged but the other one was in good condition and he admits this. I understand returning maybe the shipping fee or one DVD but both DVD's does not seem fair especially when he acknowledges both DVDs were received and work. Hi, Sorry about this one. As you said, our record shows that the buyer reported the DVDs as damaged. Sometimes, customers can be a little over the top when something does not go 100% correctly. There is not a whole lot we can do about this one unfortunately. Again, sorry for the inconvenience. Thanks, Joe M.
First of all, if it's just a case damaged why does the buyer get a full refund? A new case costs how much? 50 cents? A dollar? I've never heard of a full refund because a case is damaged. When it happens with CDs there's always the option to just send out a new case unless it's a fancy or unique case not easily replaced. Second, if he's being issued a full refund shouldn't you have the right to get the DVDs back? None of this makes sense at all. I hope ADM takes another look at it. The only possible thing I can think of that happened here is that the buyer has (mistakenly or not) reported both DVDs as damaged. Even so, I would think you should be able to get them returned to you before he gets his money back. Otherwise it's a free ride for any dishonest buyer. Just report the DVD as damaged, you get an instant refund and never even have to return the DVD to the seller.
Just to quickly hop in and clarify, this is certainly not our policy, it was a mistake by a new support agent. DVD cases do get damaged in transit on occasion, and we would normally facilitate a solution more equitable to both parties. We fully credited jerseyguy back for the refund last night when made aware of the situation. There obviously shouldn't be a need for this, but if anyone has an issue that needs a second look, I'll again encourage submission of a ticket to the "Technology Related Issues" queue where it will get prompt consideration. Thanks, Adult DVD Marketplace Support
The situation was resolved thanks to Gary. This was my first ever problem with a buyer on the site because most people I have dealt with are reasonable and fair. This was the first time I required intervention from ADM. Initially I was disappointed that the situation wasn't resolved but Gary completely rectified the situation and I'm satisfied with the outcome. I have used ADM for at least 7 years to buy and sell and if this is the new way customer service is going to be handled I will remain a loyal customer.
I can't speak as a seller, but as a buyer I've had dozens of problems with sellers and it's not because I'm difficult or unreasonable. There are the great sellers on there (mentioned many times in other threads) but there are also a significant number of flakes that sell on there. People that list items they no longer have in stock, then ignore followup emails asking where are my dvds, thus forcing you to fill out a trouble ticket with ADM. This happens a lot. The latest problem for me is that I ordered a DVD through ADM and the seller sent me a VHS tape of the movie. I kid you not. A VHS tape. I haven't filled out a trouble ticket because as I always do I write to the seller first, but if I don't hear back then I'll have to fill out yet another trouble ticket. That's why support at ADM needs to be so reliable. There are just too many lousy sellers and if customer service isn't stellar then the site isn't worth the risk.
I agree there are plenty of unreliable sellers and the past five years or so I only purchase from buyers who I have had good experiences with. Alldelight is usually my go to seller and even if they have a price a dollar or two above the next I will still go with them.
Are you sure it was from AdultDVDMarketplace and not from AdultVHSMarketplace? Still, think about how much worse it could have been if you had put your order through AdultBetamaxMarketplace. And don't get me started on Adult8mmfilmMarketplace! I kid, I kid. But seriously, this situation will hopefully seem funnier to you after they sort it all out.
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Posted - Sep 17 2011 : 4:17PM
