Have contacted them but since it is an international order I've been informed that I have to wait 12 weeks before they can/will do something about it. :(

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Until this shipment, I have had no problems with USPS Priority Mail (I have ordered well over 100 DVD's through the Internet).

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However, when I asked if I could just reorder the same titles and then cancel the missing order in 4 weeks or return the package of it shows up, they said "no problem". I assume tht if the original order shows up, I will be out the S&H, but that's fine with me.

The customer service rep also took care of giving me a $% credit on the new order to account for the expired $5 coupon code that I used on the original order.

Unfortunately, when I came home and checked my e-mail, I foung out that the new order was $14 more than the original order. DVD Empire changed the price of 3 of the disks that I ordered. 2 of them were $9 more than the original price and one was $4 less than the original price.

I have e-mailed the cust svc rep to whom I spoke, and hopefully she will be able to fix this.

Update:In typical DVD Empire fashion, this issue was taken care of immediately.

Edited by - Bill Broderick on May 1 2001

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They don't use the delivery confirm. They don't have the machine to do it?

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Who dealt with your query since my disks have still yet to arrive and I was specifically told that the wait period for international customers is 12 weeks. :(

Sorry, just re-read the thread and now release that you are a US customer so just ignore my rant!

Regards

Edited by - IAmATeaf on May 6 2001

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I've had excellent service from Five Star (a DVD was defective and they not only exchanged it for any title I wanted, they sent me a Priority Mailing box with the stamp already attached with the replacement DVD) and I'm regretting not using them again.

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I took this to mean that in a futher 6 weeks time they could change their minds, if so time to call in the CC company me thinks.

To be fair to DVD Empire, I think my particular problem is centred around the Mount Pleasant sorting office in the good old UK where an employee has been very light fingered and as far as I know the postal service are currently investigating.

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Postal Priority is 99.9% reliable as the administrator already said. If your package is delayed its probably just because it wasnt shipped yet.

With any order from any site, simply email them a few times per day until you get a reply. Im sure they will be willing to take care of you and you can both reach an agreeable solution.

From my own experience, as a DVD reseller, I've found that customers HATE to wait. We STOCK dvd's and list when they are "delayed" before a customer can order. And if a title isnt in stock we simply send the order and then send that missing title when it arrives.

Again, email the companies and work something out. They are a business and want to make you happy. These resellers spend thousands on advertising and have thousands of affiliates links (much like ADT). They WANT your business, they want to make you happy

John D

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What you fail to realise is that the stores on the west coast have a very significant advantage over stores operating east of the Mississippi. The biggest advantage is seen by the stores operating from the San Fernando Valley area. Some of the web sites have full-time drivers responsible for picking up inventory from all of the major studios. Why do they have a driver pick it up? 1) the studios pull will-call orders right away. 2) don't give UPS the chance to lose the package. 3) place order at 9 am and pick it up at noon the same day, 4) get HUGE discounts for paying cash. So a store in Van Nuys can receive an order for a title and if it happens to be out of stock then they can usually pick it up and ship it to a customer within 24 hours of receiving the order. A store on the east coast would have to wait at least 4 days to 1 week to get the same order filled for a customer.

Maybe I should have understood your post to mean that stores on the east coast don't have the luxury of proximity that west coast stores have and therefor have to maintain much higher inventory levels on all titles. I would guesss that this is simply impossible. New titles are coming out at such a fast pace that it would be financially impossible for a store to carry lots of inventory on everything and hope to remain profitable.

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1. I can't speak for any other retailers but I can confirm that we maintain a VERY substantial inventory. Also, the stock status on our web pages is updated in real-time directly from our inventory database. This makes it easy to confirm that we always stock multiple copies of thousands of different titles.

2. I urge our customers NOT to follow Mr. Baron's advice to "email them a few times per day until you get a reply". One email is enough to alert us to a problem and sending multiple emails each day may actually slow down the response time. It takes some time to research issues but you should always expect a timely response. After a resonable amount of time if you haven't received a response send a follow-up note. However, multiple emails on a daily basis should NEVER be necessary to get a reply from a reputable company.

Ken Graham
Five Star DVD

Edited by - five_star on Jun 7 2001

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