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| hardbop New Member 2 Posts 7/01 |  Posted - Oct 21 2002 : 12:37PMI have been a frequent customer of Adult DVD Empire, and have been satisfied for the most part. But the following situation has happened 4 times with them: 1. I will place a multi-DVD order where everything is listed as "IN STOCK". 2. I will receive a notice saying that the order has shipped complete. 3. Their online database says my order has shipped complete and all titles included in the order are marked as "shipped". Most importantly, my credit card is charged for the FULL order. 4. However, when I get the order, one title is missing and the packing slip *says* that this item indeed was not included in the order. 5. BUT, it seems that the only people that know about the missing title is myself and the guy who actually stuffed the box with my order. The tracking system/database still thinks the order shipped complete. They have no update to know what really happened. In all these cases, I have had to send a personal email to the order department to remind them of the error. Why should I have to do this? Why can't the system be updated to know that a title actually did NOT ship and place that title on backorder. I can't be the only instance where this has happened. I order TONS of regular and Adult DVDs from the empire and I am getting tired of this happening. [Link] |
| Michael Saint Photographer Alexis Texas is always lovely 1062 Posts 2/01 | Posted - Oct 21 2002 : 6:11PM [Link] |
| DenverDon Benevolent Firmly Embedded in Depravity 5914 Posts 7/02 | Posted - Oct 21 2002 : 9:04PM I haven't run into your problem. I have ordered stuff, and it said in stock, and on final submission it said out of stock. I adjusted the orders, and everything came through exactly as my adjusted order indicated. I never received a shipment and found out 'only at that time' that the item was backordered. I have been very happy with DVD Empire and their service after I made any adjustments to the order. They have been fast, and good, on filling my orders. DenverDon [Link] |
| MasterB AdultDVDEmpire.com Pittsburgh, PA U.S.A. 75 Posts 3/00 | Posted - Oct 22 2002 : 10:28AM hardbop - I belive that what happened in your case was a shortage in our warehouse. In other words, our system thought we had that piece but it was not found on our shelves. This is extremely rare as I keep tabs on these occurances personally. Please contact me directly so I may be of further assistance. My email address is: mikeb@dvdempire.com Next... lee_carver and DenverDon - This scenario is easier to explain. When you placed the order, you reserved the last piece of stock. When your confirmation email was sent, it was simply reporting our current stock status for that item ("out of stock" because you have reserved the last piece). A bit confusing, to say the least. I will say that we will have measures in place to correct this within the next two weeks. I hope this clears things up a bit. If anyone has specific questions regarding thier accounts and/or orders, please feel free to contact me directly at the email address above. Thanks!!! [Link] |
| DenverDon Benevolent Firmly Embedded in Depravity 5914 Posts 7/02 | Posted - Oct 22 2002 : 11:01AM Thanks for your answer. I actually got the same answer to an earlier posting that I made saying the same thing. Perhaps a little more explanation. The problem I stated to hardbop happened in the first dozen or so orders that I placed. I was advised that I might be getting the last copy and should allow around 24 hours to see if it shipped or was being held for backorder before I made my adjustments. Fair enough, and I will do that when I run into that situation in the future. Having said that, in the last three order that I placed with DVD Empire, I didn't run into that problem at all, and everything I ordered got shipped out the same day. No adjustments necessary at all. If I do have doubts or questions about an order, I will e-mail direct. But I have not stopped purchasing from DVD Empire and I have been happy with your service. Hope this clarifies my previous answer a little. DenverDon [Link] |
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| lindi Senior Member 12345 3205 Posts 9/02 | Posted - Oct 22 2002 : 1:57PM [Link] |
| DenverDon Benevolent Firmly Embedded in Depravity 5914 Posts 7/02 | Posted - Oct 22 2002 : 4:29PM That is unusual with DVD Empire if there is no backordered items. Mine usually arrive witin 5 - 9 days from the time I order. DenverDon [Link] |
| Drew Black broken crankshaft 8011 Posts 9/99 | Posted - Oct 23 2002 : 10:05AM [Link] |
| aybesea Senior Member Caroline Cage - Hungarian Hottie! 1485 Posts 5/02 | Posted - Oct 23 2002 : 10:20AM [Link] |
| lindi Senior Member 12345 3205 Posts 9/02 | Posted - Oct 26 2002 : 5:32PM [Link] |
| BadKarma Member 110 Posts 11/00 | Posted - Oct 27 2002 : 3:51PM I ordered 14 DVDs from ADVDE. All were correct except one (wrong title). I filled out the return form on the back of the invoice as instructed and returned the DVD in question at my expense. And then I waited. And waited. And waited. After a month or so I sent an email to customer service inquiring about my DVD. Customer service had no clue what I was talking about. Over the course of the next week or so I traded emails with customer servce explaining the situation. To AdultDVDEmpire's credit, I eventually got what I paid for, but the process was a lot more painful then it should have been. I still have the trail of emails from <name withheld to protect the terminally incompetent> at AdultDVDEmpire telling me 1.) that 14 DVDs is too large an order for anyone at ADVDE to get right and 2.) that customer service has no method to know what happens in the shipping department or what gets returned. I kicked AdultDVDEmpire "in the balls" a few times about their customer service in the forums and didn't buy anything else from them for quite a long time. I have started buying from them again with no problems. Hopefully, they've fixed their communication problems between customer service and shipping/warehouse. FYI: I started buying from them again because they're in the KickBack program. Except for that, I probably wouldn't have started buying from them again. And to MasterB: "In a down economy customer service is king." [Link] |
| MasterB AdultDVDEmpire.com Pittsburgh, PA U.S.A. 75 Posts 3/00 | Posted - Oct 28 2002 : 11:59AM I would love to look into this situation. If you would like to, please email me your order number as well as the actual customer service email that you received. This response is not even close to our protocol. Thanks, [Link] |
| mookiemeister Super Cool Dude 181 Posts 7/02 | Posted - Oct 30 2002 : 3:48AM Speaking of this glitch, has anyone experienced the following? Place a order at AdultDVDEmpire. Pick free shipping option. On the page before you confirm the order, the shipping cost is stated as $0. Then when you confirm the order and receive an email, the shipping charge is changed to $0.95? This happened to me once last month during their anniversary sale. I emailed them about it and they said they will fix it, but they never did and I was charged extra $0.95. I just shrugged it off because I didn't want to waste any more of my valuable time on just a $0.95. [Link] |
| DenverDon Benevolent Firmly Embedded in Depravity 5914 Posts 7/02 | Posted - Nov 7 2002 : 9:58AM I placed an order with ADE and two items that showed in stock, suddenly showed out of stock on completion of the order. I took your advice (and advice of others) that I was reserving the last copy, and I let it ride instead of immediately adjusting my order. This morning, less than 24 hours from placing my order, it has shipped - and shipped complete. Thanks for the advice, and it works as you said. And yippee, my order on on its way! DenverDon [Link] |
| Scooter Member MdR, California 46 Posts 9/02 | Posted - Nov 7 2002 : 8:03PM Peace... Scooter [Link] |
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