Pink Lady was an overzealous Adult DVD Explorer warehouse employee. He signed up for the forum and thought he was doing the company a favor by pretending to be a customer. We don't take that kind of thing lightly and I removed the store from our site as a result. Apparently the warehouse guy thought he was going to get fired because of this and explained the whoel situation to his boss. The next morning I received a call from one of the owners of Adult DVD Explorer and he explained the situation to my satisfaction. It was actually a very good conversation and I am convinced that they are actively working to improve their business.
I am experiencing similar problems to others who have posted regarding adultdvdexplorer.com.I placed an order for an HD-DVD title but instead, after waiting several weeks, I received a standard DVD.I can also no longer access my account, when I do this message appears:(The system can not validate your credential. Please check your Email and Password and try again.)I have tried to call the customer service numbers but I only get a voicemail. I have e-mailed them and am awaiting a response. It looks to me like, despite their assurance that the problems would be corrected, as stated in previous posts, they have not.I'm beginning to believe that adultdvdexplorer.com is a scam.I am truly dissapointed.
Hi ERC, You can speak to a live person here in Rhode Island during our customer service hours as posted on the website: Mon - Fri 9am - 5pm, Saturday 9am -12n (EST). Please call me at 877.999.1383 during these hours and we should be able to get you an answer. We are processing hundreds of orders every day. As detailed on our website, if we have to special order product from a vendor sometimes that will take some time. As noted in some of the previous comments, there is usually a good explanation for any problems. We have in stock over 50,000 different DVD's and novelties in our warehouse, and we strive to satisfy all of our customers with low prices and good service. Please give us a call.
Hi XXXPlorer. I called 3 times & left my contact info. No response from you. No offense, but I will try to do business with you from here. What is the procedure for ordering "On Order" items like Black Velvet 2 & 3. Do I order the item first, then you contact the production company for a copy? Is Black Carnal Coeds 3 (Item code 423573 )actually in stock like it says? Thank you
Hello BrownShirt228, The film "Black Carnal Coeds 3" is indeed in stock we currently have 30+ on hand. I have requested an approximate time to ship from the vendor for "Black Velvet 2&3 Double Feature". I will post and or email you the information as soon as it is made available to me. The usual procedure however, is to take the order, since we do not charge until the order is shipped and in turn we request the out of stock item from the vendor. If for what ever reason the item is no longer available we contact the customer to inform that the order can not be filled and will be cancelled. If you wish to call you can reach us at (877)999-1383, email order@dvdexplorer.com, or we can continue to post here in the forum. Thanks. XXXplorer Hi Again, I just received word from the studio Coast to Coast who released the Black Velvet titles you are seeking. Unfortunately at this time they tell me the titles are no longer available. Edited by - xxxplorer on 6/22/2007 9:20:27 AM
Thank you for the response. I will be ordering Black Carnal Coeds 3 soon. update 7/18/2007: I'm looking at your site for any other titles I may want. update 8/02/2007: I selected another title also at your site. Blackballed #2. Bear with me. I'm searching for a specific pornstar's filmography, & shopping for best prices. Edited by - BrownShirt228 on 7/18/2007 4:05:52 PM Edited by - BrownShirt228 on 8/2/2007 8:29:50 PM
Hmm, wish I would have seen this thread before I ordered from adultdvdexplorer.com. I may have thought twice. It is good to see that they are trying to fix things, but they don't really seem to be succeding all that well. I ordered two DVDs on August 5, and I did receive one of them within a very reasonable amount of time. However, the other one was listed as being "in stock" at the time of my order and still has not arrived. However, that's not even really what's got me worried as they do seem to be truthful in saying that they do not charge your credit card until the product ships. The fact that I have now attempted to send three e-mails to them inquiring about my order without any response (an automated response saying they received my e-mail does not count if there is no follow-up (which there hasn't been)) is what has me worried. Also, I used their ADT coupon (code: ADT10) with my order, but the DVD that I received did not reflect that discount on my credit card bill. (That's incidental to a point as it wasn't much money, but if they are going to offer those discounts they need to honor them). I am still awaiting the final word on this, but I doubt I'll be a repeat customer. I don't think they are really out to rip anyone off, but the obvious problems they are having are not endearing to customers. There are too many sellers out there who always ship fast and have great customer service. Perhaps I should've stuck with them, but live and learn. Cheers.
I am happy to report that Adultdvdexplorer.com is indeed not a scam. As with Darth's situation, they went above and beyond to fill my order, and it is obvious they are on the up and up. I am a bit astounded because I seem to everyday witness the death throes of customer service in this country (USA), but Adultdvdexplorer.com has reaffirmed some of my faith. I certainly won't hesitate to order from them again, and I hope that others will give them a chance as they are obviously trying to smooth out the rough edges. Cheers to Adultdvdexplorer.com for the resolution and great customer service.
I hate to bump this thread but did not want to start another one on Adultdvdexplorer.com. They have great prices but everything is always on order. I waited months for Babysitters (not a title with a small print run) to arrive and it never did so I cancelled it. I have no problems with thier customers service they have always been nice but I have been reluctant to order for the last few months because it seems that they can never fill thier orders. Has anyone had similar problems?
I have had very good luck with them for all but 1 title. There were some in my recent orders that were backordered, but I got them within a week of receiving the other titles in my order. Their customer service has been very good.
I am not sure I should post in this topic or open a new one... Anyways: I can not contact Adultdvdexplorer.com. I purchased an item and the estimated delivery time has elapsed but the item has not been delivered. Does anyone know their phone number? I found two on the internet, but they do not seem to be working. One of them was 818 781 8875. Any other number you guys know? Thanks in advance! Edit: After someone finally got my phonecall in that number, it was someone who did not speak English... :( Edited by - Usurario on 1/23/2012 11:42:16 AM
No, continuing this thread is a good one being about the same store. Did you try the number that's mentioned a couple times earlier in this thread? Not sure what the odds are of it being okay after a few years, but it's worth a try. How long ago was your order allegedly shipped, what method, and where (east coast, west coast, etc.)? "I do not as a rule seek advice about food from thin people..." - Jeffrey Steingarten
Thanks for your reply, astroknight. I took a careful look at this topic and I could find only two phone numbers: 800.394.7298 x150 (I believe 150 is the extension number) and 877.999.1383 I've been trying to call the first one for the last few hours, and it is always busy. Haven't tried the second one yet. Accordingly to the site, my order was allegedly shipped on 12/27/2011 04:00pm, and the method was First-Class Mail Intl Package. With "where" I think you mean where it was shipped to, not from. If that's what you meant, I am in Brazil. I know, it's pretty distant, I should consider a little delay. But the site informed that estimated delivery time was between 3 and 5 days. Even if we assume they meant 5 BUSINESS days, delivery is still very delayed... edit: Just tried 877.999.1383. Busy as well. It can't be my phone line, because just a few hours ago I called USPS looking for tracking information (which they couldn't provide) Edited by - Usurario on 1/23/2012 2:09:00 PM Edited by - Usurario on 1/23/2012 2:18:15 PM
Rhode Island to Brazil is probably going to take significantly longer than 3 to 5 business days. Does your e-mail or if you look up your order on the site does it give a tracking number? USPS would have no way of knowing a tracking number on a package, but if you have one they should be able to tell you how far it got all the way to customs. At that point it would leave the US Mail system and no further tracking would be available.
I remember being told a while ago that First Class USPS can take up to 3 weeks and airmail can typically take 4 - 6. I would have expected the package to show up last week or this week, but with the New Year in the middle that can easily screw things up. I'd say a realistic expectation would be yet this month. If they don't respond at the end of the month I'd be contacting the credit care company to cancel the charges. That said, due to the claims made on their site and their difficulties being contacted and responding, I see Explorer also has a form to contact them online. You might want to contact them using that and give them a deadline (Thursday would seem more than reasonable) that if they don't contact you by then you'll be canceling the credit card charges (and then do so on Friday). "I do not as a rule seek advice about food from thin people..." - Jeffrey Steingarten
Yes, they did provide a tracking number. But since Dec 29th, when the package was "Processed through USPS Sort Facility" (accordingly to USPS tracking info) it has not been updated. If I am not mistaken, such sort facility is located inside JFK's airport (I did some research), which makes me think it already left the USA. On the other hand, I can not track the package via USPS's site nor via Brazilian post service. Besides, if it left the USA in, let's say, January 2nd, by plane, how could it possibly not have arrived yet? I phoned USPS today and they said they could provide no further info on the package... And I do not think I can cancel the charges, since the purchase has probably already been billed in my credit card.The only time when AdultDVDExplorer.com replied my contacts was before I purchased the item. Now that they got my money they don't seem to care at all. I tried to contact them via that form you mentioned and also e-mail (and phone, but had no success in that). They NEVER replied after the purchase. The only reason I bought from this lousy store is they were the only store with the DVD I am looking for that would ship to Brazil. I REGRET BUYING AT ADULTDVDEXPLORER. :S
Yes, you should be able to have the charges reversed as the merchandise never arrived. "I do not as a rule seek advice about food from thin people..." - Jeffrey Steingarten
There are many sort facilities in the US. And that could very well indicate that it has left the US now. I wouldn't give up hope that it won't arrive, if Brazilian customs is backed up it could take a while. I've had stuff coming to me, which would go into the US not out, get caught up in US customs for up to 3 weeks, and that is coming from places like Amazon.uk, where as other stuff seems to sail right though. If you don't receive the item you can still file through your credit card company for non-delivery, just make sure before you do it you can prove to the credit card company you gave Adult DVD Explorer opportunity to fix it. Like Astro suggested, I would fill out their form with a deadline. And save the text you send to show the credit card company.
Thanks. I wasn't sure about that. If all else fails, I'll contact my credit card company.I know, but USPS tracking info says this one is located in Jamaica, Queens, NY. Googling for info, I found this specific sorting facility is located inside the JFK airport.Nice, thanks for the advice. Now, how much time do you people think I should wait before doing this? Days? Weeks? Let's not forget that if the company is not able to deliver items in 305 days, it should not say it could! Thanks for all your help!
These are the shipping times Amazon lists for international: International Standard: 3 to 6 weeks (may take 8 to 12 weeks due to customs delays) International Expedited: 3 to 7 business days
Thanks for the info, Flash. Although I am not sure the same shipping times apply to Adult DVD Explorer... When I log in and add an item to cart to see which are shipping methods available, I get tw ooptions: USPS Global Airmail Parcel Post ... 4-10 Days USPS Global Express Mail ........... 3-5 Days When I bought, I chose Express. It has been about one month and my package have not arrived yet. I think the least they could do was to provide a more realistic estimation of delivery time. I never had problems with customs inspection delaying deliveries... Hard to believe that's the problem. I still don't know when to send them an e-mail telling I will contact my credit card company asking to block the payment... maybe by the end of this week? (After all, they are not going to reply to this message either, just like all the other messages I sent them.) Edited by - Usurario on 1/24/2012 7:40:14 AM
Seriously, I'd tell them that you need to hear a response by Thursday (that's 3 business days at this time) as that's more than reasonable and it covers your butt when you contact the credit card company on Friday (assuming you don't get a response). It was not smart of Explorer to list unreasonable delivery times as they do, and because of the delay at the very least you should expect the shipping charges to be reversed (which I would also put in the message when you contact them). If Explorer doesn't reverse the shipping charges that's something you may be able to have the credit card company do as well (not 100% on this). At the same time, please realize that some things may not be quite right. 99% of the time "too good to be true" really is. "I do not as a rule seek advice about food from thin people..." - Jeffrey Steingarten
Right. Thanks for the advice. I'll mail them right after writing this reply.Yeah, not smart at all. And very unconsiderate. You mean I can ask my credit card company not to pay them only the shipping charges, in case they do not revert them?Not sure I got what you meant in this part of your message - sorry, ENglish is not my first language. I'll mail them right now and will send a copy of the e-mail thru their contact form.
Exactly. You'll probably have to quote and cut and past a bunch of stuff, but quote what they're site says, what the shipping date was, and then the final date of arrival.3 - 5 days international seems "too good to be true", just as if they said they'd have it delivered within 2 hours to your doorstep for an extra $50. Sometimes you gotta use your head and go in accepting that what they claim is a bit unreasonable and to hope for it as a best case scenario while realizing that it'll probably take much longer (like the timeframe Flash quoted from Amazon). "I do not as a rule seek advice about food from thin people..." - Jeffrey Steingarten
Ok, astroknight, I got what you meant now, thanks for explaining. I don't mind copying and pasting a bunch of stuff, as long as I get either my item or my money back. Here's a copy of the e-mail I sent 'em (please forgive my writting, I know it's not perfect):
An update (or sort of...): My brother received today a package that was sent from the USA (California). It was a First Class Mail International and it was posted on December 19th, 2011. I don't know much about USPS's shipping modalities, but I think First Class Mail International is slower than USPS Global Express Mail, right? I am losing the last bit of hope I had that my package would arrive...
Yes, I think that's the case. FWIW, 'express' shipments are typically handled differently by customs. They are often scrutinized more closely. So your package may have been confiscated by customs agents in your country.
I have thought about this possibility. But, as far as I know, customs will only confiscate items that cost US$50+. Not sure this is valid worldwide, but seems to be the rule in Brazil. (Item + shipping total in my purchase: US$34.24 - so, it should not have been confiscated)
Today my brother received a package sent from Japan, on December 22nd, 2011. I don't know the shipping modality, but seems to be a very simple one. It's getting harder and harder to believe I'll ever receive the item I bought. Edited by - Usurario on 1/25/2012 3:31:02 PM
LOL.Considering how lucky he has been when it comes to receiving the items he buys through the internet, that's not a bad idea, astroknight. Well, take a look at the message AdultDVDExplorer.com sent me about an hour ago:$13.99. Fine. But what about the shipping costs? I paid about $20 for the shipping! Man, even when they do what they gotta do, they don't do it right. Is it usual a store return only the amount paid for the product?
Not if it doesn't arrive, and there's no reason it should take 5 - 7 business days either. "I do not as a rule seek advice about food from thin people..." - Jeffrey Steingarten
That's what i thought. In Brazil there are regulations about that, to protect costumer, and they state the store must return the entire amount paid, including shipping. But since I know nothing about USA laws I thought i should ask here. In their website, they state:Which is not the case, since, even though they provide a tracking number, it can not be used to confirm delivery (after the item left the USA, no information is available, neither in USPS's site, nor in Brazil Postal Service's website) And, in another page...When I first read that I thought my situation would fit. But, hey, I have not returned the item. It was not delivered, which is completely different. Thanks for throwing some light on this, astroknight. Now I realize they must return the entire amount I paid. I'll reply to their e-mail and see what they say.
It should take only 2 to 4 days for the credit to appear on your account. These things are handled by the credit card processor. They are usually very good about handling refunds.
#SDNY he's all yours. -- Michael Steele 5110 Posts 3/03
Posted - Jan 31 2012 : 1:29AM
I don't see how the merchant is at fault here. Usurario admits that he chose the shipping method, and that he was provided with a tracking number that reflected that the package had indeed been placed into the hands of the shipper. The merchant has no control over the package after that, and is in no position to guarantee that the package will be delivered. The buyer should either pay to insure the package, or, in the case of a low-value item, just mentally be prepared to accept that there is some risk of the item not getting there. I don't think the merchant is under any obligation to refund either the price of the merchandise or the shipping cost; the fact that he is giving back the cost of the item seems to me to be a very reasonable gesture of good faith. Edited by - Harri Patel on 1/31/2012 1:31:01 AM
#SDNY he's all yours. -- Michael Steele 5110 Posts 3/03
Posted - Jan 31 2012 : 1:44AM
The fact that the merchant was even willing to sell a $14 item to someone overseas should also not be overlooked. It wouldn't even have been worth their time if their profit on the transaction had been $14, instead of $10 or $5 or $3 or whatever it really was. They were basically just doing this as a courtesy to Usurario.
I see your point, but...I did choose. But they informed the estimated delivery time as 3-5 days. They are responsible for what they inform in their website. If they say 3-5 days I would admit some delay - but not more than one month.Yes, they did provide a tracking number. But can you say there is a sure way to prove the number informed is for my item? Who knows, they may have just sent me any tracking number, since it is not possible to track it after the package leaves the USA.I would. If they had any shipping method that would insure the package. But they don't. By the way, the only difference between shipping methods they inform is in the estimated delivery time. So, if I chose to pay a higher amount because of delivery time and it is not delivered fast... why would I pay more money?Well, if they didn't think it's worth to sell overseas, they should've state that in their webpage. "We are sorry, but we only ship to Brazil if you spend 50+" or whatever amount. Besides, I don't know about you, but for me profit is profit. The client who buys 14.99 from you today may buy much more in the future. And that's not courtesy, that's marketing. Edited by - Usurario on 2/2/2012 7:02:39 PM
Posted - Jun 5 2007 : 12:05PM
