customer dissatisfaction
*I recommend not using the company I name. Two times now i’ve been screwed over*
I’ve been using deepdiscount.com for a few years. The prices they had on movies, books, ect were really good. And they always touted Satisfaction Guaranteed and ‘GUARANTEED LOWEST TOTAL PRICE’.
What happened was this:
Meg and I saw a movie we thought would be really good. So I did the typical google search and DD had it for $20.97 in the Blu-Ray format. I thought great! We’ll order when we get home. Even though tower had it 1.50 cheaper, I stuck with DD.
Later when I got home. I went to DD’s website and noticed the price was now $23.97. I then went back to google and noticed it was still $20.97. So I wrote an email, which stated this: “Google shopping shows you have Vexille Blu-Ray for 20.97, but your site shows 23.97. Is this a mistake or can I actually order it for this price?”
I had included the link in the email and recieved a response the next day stating: “Yes, we sell our products through other sources. To get that $20.97 price, you would need to purchase it through Google.”
I order it. Week later, I get it in the mail. Only one problem. Its not the blu-ray version. Its the normal version.
Now, i’ve had an issue before with a HD-DVD I received that the case and dvd were cracked. It was a bit of a hassle to get a replacement, but after 2 weeks, it was. So I was thinking the same with this.
But no. Not that simple. Here is a run down of the emails:
I just recieved my order today, order # #########
It was a regular DVD version of the movie, not the Blu-Ray version which I had ordered. I used the link below when I had asked you about the pricing difference. Now it doesn’t even show in the google shop for blu-ray.
I had emailed thinking that it could of been an error, but your reply to me was that it was fine and to get the price, order it through google.
Their reply to me:
Thank you for contacting DeepDiscount.com!
We do apologize for the error. If you like, we can send you a prepaid label to your email to return the item and a refund will be issued upon receipt of the return. Please let us know what you would like to do.
Ref# ************
Again, thank you for writing DeepDiscount.com. We appreciate your business.
Regards,
Customer Service Department
cs@DeepDiscount.com
At this point, I thought maybe the individual didn’t read the email fully or I hadn’t explained what was wrong clearly enough. So I sent this:
Customer (David Wyble) – 04/25/2009 02:11 AM
You say a refund? Does that mean I would not receive the blu-ray version instead as I had originally ordered? Please refer to quoted text below for full explanation of what has occured.Thank you.
And once again, they obviously didn’t read it, cause this is what I got:
Response (ms) – 04/25/2009 03:55 AM
Thank you for contacting DeepDiscount.com!If you wish, we can process an exchange, however, there would be an additional charge for the Blu Ray since it is more expensive than the DVD.
Again, thank you for writing DeepDiscount.com. We appreciate your business.
Regards,
Customer Service Department
cs@DeepDiscount.com
Me:
Customer (David Wyble) – 04/25/2009 12:12 PM
There seems to be a break down in the communications with you folks. As I
had explained, the link AND the description from the Google shopping site
had it listed as Blu-Ray for 20.97. It is NOT my fault that the link is no
longer available since it has been removed and that it was actually the
normal DVD version. This is also not the first time i’ve had issue’s with
orders from your company. Broken cases, cracked dvd’s, etc.In the original email, I had pointed this out and was told I would have to
order it through Google as prices sometimes are offered lower else where.
The link:
http://www.google.com/products/catalog?q=vexille&hl=en&cid=7773483330369722890&scoring=p#ps-sellersAs you can see, you are no longer listed there, yet there are others with it
much lower then the 20.97 you had offered. But I still had chosen to go with
you as I had for multiple other transactions. It is now not the point of the
price, but of principal that you will not stand behind an obvious mistake of
someone in your company for mislabeling a link or what not, and then want to
charge me to rectify it.Please send me the return label and I will request my refund.
Even though I’ve been a long time customer, I will now just bring my
business else where and no longer recommend your site.David Wyble
And the final straw:
Response (ms) – 04/25/2009 08:00 PM
Thank you for contacting DeepDiscount.com!We do apologize for the inconvenience. We have sent a prepaid label to your email and a refund will be issued upon receipt of the return.
Again, thank you for writing DeepDiscount.com. We appreciate your business.
Regards,
Customer Service Department
cs@DeepDiscount.com
I just sat there looking at that post, feeling as if I had been told ‘and?’
But being the stubborn ass I am, I called this time and spoke with a lady who’s name was unintellegible. I had asked to speak to a manager, she said she would need to know why, and I told her i’ve already dealt with the entry service reps and will only speak to a manager. She wants to put me on with her lead, but I say again, manager.
A guy by the name of Jose gets on. I explain the whole situation to him and first words out of his mouth are ‘It obviously was a mistake on googles part as their prices aren’t always up to date with ours. But the Blu-Ray is $3 more then the normal DVD.’ Even though I had just explained to him that everything I have says it was the blu-ray version, even the confirmation email for the order. But he wouldn’t budge, not even after 10 mins of conversation.
I then gave him the same response, that I will take my business else where. I will take their links off my website. I will no longer recommend, but discourage people from using them because they refuse to honor their Customer Satisfaction Guarantee, at which point he stammers ‘I never said we wouldn’t, I will be more then happy to exchange it for you and I will place the order for you right now for the Blu-Ray at $20.97.’
I was flabbergasted, I kindly, and yes, kindly, informed him it is to late. To finally give me that offer after all this over $3, was actually insulting.
Yes, I know some of you are thinking, why didn’t you just do pay it? That’s not the point. Its principle of the matter. To many companies now are just walking over customers, and I for one will not deal with a company that treats its customers that way.
