Perhaps it was nicked in the mail?

Hopefully you issue will be resolved, I had a couple of DVDs missing in the post two years ago and they recredited them and I got new replacement DVDs as the original ones weren't in stock anymore.

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However, I've never had a problem with Aline not replying to my e-mails. She has always replied to me within a day or two.

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Something that is found to be helpful to all of the online stores that keep an eye on these forums is when making a post like this, it's always best to include some detail that will help them to identify you or your order, assuming your real email address isn't Sir Wankalot.

This allows the store to see the email and then act on it much faster than when they have no idea who you might actually be. I don't mean to harp on about this, but it comes up over and over.

Drop them another email at customerservice@erovideo.nl and reference this thread, and hopefully you'll have everything fixed up soon.

good luck, and keep us informed,

cheers,

scipio

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I have put the missing dvd down to being stolen in the post (as i haven't had any confiscation letter from customs).

My latest order from erodvd had a note to say one of the dvds i ordered was not in stock and i should try again another day. This actually turned out to be a blessing as a sticker on the envelope had a 'customs opened' mark on it.

They would have almost certainly seized my 'out of stock' dvd as it contained fisting.

Edited by - sir wankalot on 4/20/2004 9:09:24 PM

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I'm not accusing you of this you understand, but complaints that can't be substantiated or resolved by a company have to be taken with a pinch of salt. I strongly reccomend you do contact them and let us know how it goes, a number of other posters on this forum have had incidents like you describe with lots of different retailers and for the most part the problems tend to get resolved.

cheers and good luck,

scipio

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Their prices and service are generally very good so I figure it's worth putting up with the occasional problem.

Dave

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You maybe noticed, I did not much writings at this forum, sorry for that. But now a customer from us did let me know about this topic and he knows that we always answer all emails and advised me to respond.
He was right, this is too important and so I like to ask sir wankalot to email me directly at aline@erovideo.nl and I am sure we will solve this issue.

We do not make expensive advertisements but we think our power is low prices and good customer service.
We had some problems in the past with our stock but now I can say that 99% of all titels listed at our website are in. (we have the biggest dvd warehouse in the Netherlands)
We can send directly because our office is open 7 days a week!!!(even on Sunday) So normally you receive your goods in about 4/5 days after you have made the order.

And if there are problems email me directly at my email address and I promise that I will do my best to solve the problem as soon as possible.

Kind regards,

Aline Bakhuis

Erovideo
Marktstraat 64
7607HD Almelo
Netherlands
Pho +31 546 823440
Fax +31 546 853174
www.erovideo.nl and
www.erodvd.nl

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I can also confirm what Aline says about 7 day opening - I have emailed them a number of times on a Sunday, and to my surprise, received replies the same day.

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I ordered some DVDs on 2nd December last year. 9th December I was told the DVDs I ordered were no longer being sold, so was asked to order something else.

I took my time deciding on something else, but emailed them on the 19th December with my new choices.
Aline got back to me within a few hours saying that she would check that the DVDs I had asked for were still available, and would contact me.

I didn't hear anything until 11th January, when I asked for an update on my outstanding order and asked if I should choose something else.

Aline answered again on the same day saying please choose something else. But due to courses and exams I didn't reply until 17th February with my new choices.

Still nothing arrived so on 8th March I chased up my order again. This time I was told that I had not paid for the original order and that was why I had not received anything. However my credit card statment says otherwise!

I do hope that this obvious mis-understanding will be sorted out soon.

Zed

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If that fails, offer to fax them a copy of your CC statement for the period, which will show that you were indeed charged XYZ dollars on ABC date by them. As I've said about other methods we consumers sometimes have to do, (ie telephoning companies directly, internationally) it's a pain in the arse, but sometimes it's neccesary to clear things up ASAP.

best of luck,

scipio

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I wish I had been a bit more vigilent with my order now. I thought it was better to be relaxed about the matter, and not push them (and therefore not irritate them!!).

I emailed Aline on 9th to say that I had indeed paid, but have so far not heard anything back. (And I was very polite! Even though I was rather annoyed!). Hopefully she will respond soon. I'll probably give it another few days before I resort to phoning them.

I have more IT exams coming up, so this is the last sort of thing I want to be hassled with.

Erodvd has a good reputation, and I wouldn't hesitate to use them again (as long as this is sorted out!).

Regards,
Zed

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- In January I ordered 5 DVDs and received the usual manual order confirmation. I decided to pay via transfer to bank account.

- It was the first time that I made a money transfer within the EU, so two weeks after my bank charged my account and no reaction from EroDVD I asked whether my money had been transferred yet.

- Aline replied that she got the money, but the ordered DVDs were sold out! Hmm, I guess the order confirmation wasnt't a confirmation after all. Oddly enough, one day after ordering I asked about the possibility to add a title to the order and Aline told me the order had already been handled?!
After further inquiries, I was told that only credit card orders are being handled immediately - a pretty weird policy, especially if it's mentioned nowhere on the website.

- I declined to select replacement titles or a store credit and requested a refund to my bank account.

- I got no reply regarding my refund request. Instead some days later I got a parcel containing one of the ordered DVDs (I thought they were sold out?! A fingerprint on the disc indicates that it might be a return) and four DVDs I didn't order! One of these unordered DVDs was included twice!

- I told them that I don't want the unordered DVDs and will return the discs, I want my money back. No answer.

- E-mailed again after a few days and announced that I consider the silence as agreement and am going to return the unordered DVDs.

Tomorrow I'll go to the post office and send back the discs. ..

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I will let everyone know the outcome.

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Best of luck with your orders guys, hope it all gets worked out nicely and quickly. Please keep us updated as to what happens.

scipio

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Dear Chris,

I am happy that you contact me about this because I did think we did solve
this issue.
This 4 stunden dvd is still out of stock, sorry for that.
Then about that GGG titel we owe you;
I will send registered this time.
So I am sure you will recieve it.

Again many sorry for the trouble.

Kind regards,
Aline.

This clears this matter up for me and i can now happily order from Erodvd in the future.

I have to say i am pleased with this outcome as Erodvd is alot cheaper than other European competitors and a good source for European studios like GGG, Videorama and DBM.

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SNP.

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Clicking on the US flag gets you prices in Euros these days, so I assume it's left there as 1) it's leftover and/or 2) To look friendly to US customers who are probably a decent chunk of their customer base.

Good to hear it got cleared up, Sir Wankalot. Zed, rrdat, any updates for us?

cheers,

scipio

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Did you include a copy of your email in the package? Might also be worth telephoning them in the next couple of days just to make sure you're both on the same page regarding the returned stuff.

good luck mate,

scipio

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Sick bastards those doing acting in those films

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cheers,

scipio

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I emailed regarding the status of the refund and was told that it couldn't be issued, bank fees would be too high. How nice that I was informed - not. I was offered cash via mail, or store credit. To end this story, I chose a middle way and ordered one DVD and instructed them to include the remaining amount with the DVD.

A few days later the DVD arrived, yet without the rest of the amount. So I sent yet another email and was told as EroDVD doesn't charge for shipping, they didn't send the rest of the money. Huh? Interesting logic, yet if fails to acknowledge that the remaining amount was what I had to pay for returning unordered DVDs because EroDVD had made the initial mistake with the original order.

I complained and requested a complete reimbursement via any way of transferring money and told them that would be my last email regarding this matter. And then: one day later I received the money via PayPal. Sigh, finally an end to the story...

The problem is solved, but it was a very frustrating experience and didn't exactly strengthen my confidence in this store...

Edited by - rrdat on 6/11/2004 6:47:19 PM

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