Update 2/4/04: I'm delighted to report that the issue described below has been resolved with a credit to my account. Many thanks to the thoughtful DVD Empire representative who took the initiative to contact me by e-mail and make things right. According to the explanation I received, e-mail notification of canceled orders normally are sent, and they are checking to see if there might have been a technical problem.

Regardless, I am once again a happy customer.

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[original post]

I've hit a snag with a defective disc from DVD Empire.

I hesitate to complain, since the credit processing manager graciously agreed to accept the return after the regular time limit had expired. (The disc arrived with a damaged case inside an undamaged shipping box, and it began to separate and chip after three months of normal use.)

But during the ensuing months (since 10/1/03), the Empire has not restocked this DVD. Looking at my account information, I see they canceled my replacement order without e-mail notification.

At this point, I do not have the original $34.95 I spent, nor the defective disc (which is a factor, because I returned a two-disc set and one disc was still good), nor the promised replacement, nor any record of my original order in my DVD Empire account. I do have the original shipping confirmation e-mail dated 7/1/03 and also Kickback credit in the amount of $5.24.

I have contacted the returns department twice about this issue, on 12/31/03 and on 1/28/04. I have received no replies.

The original order number was 4080292. The replacement order number was 4506647. The Wakefield Poole Collection is the missing item.

If possible, I would still like a replacement, or alternatively, credit toward an exchange for a similar product.

Edited by - YogaGrrl on Feb 4 2004