My BAD experience with DVDPlanet, any suggestions of using other online dvd co.?

[Dr. Lecter, MD]

Roughly 3 months ago I had made a huge order to DVD Planet. We all know how those Tuesdays are when a lot of titles come out. We know how expensive it can be. Anyway, in the past I always got my orders rather quickly. A few of my titles were intended for a birthday gift. It was almost a week and a half when I got the shipment. I had already called the company to cancel, but alas...they had "shipped". Wehn I got them, I DID NOT open them. I wrote on the boxes, "UNWANTED, RETURN TO SENDER." Since that time I have called and called, emailed and emailed and not credit. They can not find my boxes. I know the post office is not 100% trustworthy of delivering mail. But DVD Planet has only called me a couple times, emailed me about the same and I still get the same answer. WE can only hope they show up. Well....we can only hope Jimmy Hoffa is alive but he hasn't surfaced either. I am through with them and want to know of any other companies I can order my beloved DVDs through. Especially since I was supporting DVD Planet.

I also love being on hold with that company for so freaking long and then they got the brass balls to have a recording, "if your call is not answered in 15 mins you will be disconnected."

[BADBRAD]

I have had no problems with DVD Empire.

[Dilmo]

Had the same problem with DVD Planet. I now purcahse from DVD Empire and Deep Discount DVD. Good luck.

[Dr. Lecter, MD]

Noted. Thanks!!!

[J Greer]

I also use dvdempire.com. DVD empire is a little pricy on some titles, but their quick shipping and customer service is top notch. I've also heard great things about deepdiscountdvd.com, I've never used them but they have some great deals.

[Icon769]

The two etailers that I've used so far, and have had no problem with:
WWW.HKFlix.Com
WWW.DeepDiscountDvd.Com

[tomdkat]

Originally Posted by Dilmo

Had the same problem with DVD Planet. I now purcahse from DVD Empire and Deep Discount DVD. Good luck.

I basically do the same, except I use DVD Empire exclusively for DVDs I purchase for others that I have shipped directly to them and DeepDiscountDVD for DVDs I buy myself. I had great service from DVD Empire and right when I was about to make them my sole place to buy DVDs, I had some problems that severely reduced the confidence I had in them. I canceled about $300 in pre-orders I had placed with them and everything.

I have no problem recommending DVD Empire to anyone as they DO have great customer service. They're just not for me anymore.

I've also given up on my local B&M stores as I would just get frustrated at the number of titles they would NOT have in stock on the day those titles were released.

Peace...

[IKEA_boy]

I'm curious as to why you use DVDEmpire.com to ship to others Tom. The first (and only, not the last though) time I used DeepDiscountDVD.com I had them shipped to my girlfriend's house, which is seperate from my billing address.

[larphillips]

Speaking as someone who has sent a LOT of money their way, Deep Discount DVD has been an awsome experience. Their shipping can be a touch slow (but it's FREE!!!!!), but they consistantly have the lowest prices on the net (and if you can find a price lower, they'll match it.)

[BADBRAD]

I have found that DVD Empire is quite fast in shipping. When I use the 2 -day priority service I usually get the new titles the Monday before the release date. It usually costs me about $5.00 or so but I do not get charged sales tax and the pre-orders are usually discounted quite nicely. I would do a trial shipment for both DVD Empire and DEEP Discount. They both seem to be the vendor of choice by most on this post.

[limacharliewhiskey]

I've been using Digital Eyes almost exclusively for the past year. Pricing is pretty competitive to DVD Planet, with free S&H via Media Mail when ordering 3 or more items. I think they're based in Tennessee.

I've also used Deep Discount DVD and DVD Empire, as mentioned by others, with no problems. Deep Discount DVD sometimes lacks the selection of the rarer or less mainstream titles. Sometimes, the titles at DVD Empire are priced a bit higher than other places, but they are sometimes one of the few places to have it available.

I haven't had any problems personally with DVD Planet, but because I live close to their brick-and-mortar store, I tend to go there and do my shopping in-store instead of online.

[Welles and Ford Fan]

I've crossed DVD Planet off my list as well because they are getting to be very half-assed of late IMO. That's sad, cuz I've been ordering from them since the Ken Crane's Laserdisc days. I remember a year or so ago that they closed down their website and said they would sell from their store only. Maybe they are going that way again?

Most of my buys are from Deep Discount. Never had a problem, and the free shipping is getting faster! Sometimes they don't carry some titles I want, in which case I use DVD Empire.

[airjosh]

I loathe DVDPlanet and have had similar bad experiences as others here. I will not buy from them EVER. I will usually check BargainFlix before buying anything. I will buy from DeepDiscountDVD only if I don't mind waiting until the next solar eclipse for delivery. Often there are other places to get nearly the same price (withing a buck or so) and I don't have to wait forever to get them. I will buy from Outpost.com, DVDEmpire, Buy.com, or sometimes Amazon if the price is good.

Back in the early days of DVD I used to buy everything from Express.com. When they first started going they consistently had the best deals (including coupon booklets w/purchases of some big releases), shipping, and customer service. Then they decided they wanted to be like Amazon and everything went downhill, they sold out, went down, started back up, and then sold off to DVD.com which sucks. To date I have never found a buying experience as good as the original Express.com.

Has anyone bought from NorthAmericanDVD? They often have really cheap prices, but the site is kind of crappy and I am not sure I trust them.

[FilmFanSea]

Originally Posted by airjosh

Has anyone bought from NorthAmericanDVD? They often have really cheap prices, but the site is kind of crappy and I am not sure I trust them.

I would also avoid NAD like the plague. I was lured by their low prices, but the customer service is really terrible. To be fair, it's a small mom-and-pop company, but they could at least answer their email in a timely fashion. The final straw was when I ordered the Toy Story: UTB from them before it went OOP. Two-and-a-half-months, and multiple email inquiries later, I was told it was unavailable. Never again.

I use DDD and Digital Eyes mostly (with free shipping, the delivery time for both is about a week). DVD Empire is fine, but they're often several dollars more expensive, so I only buy from them when I can use their monthly coupon codes.

Instead of BargainFlix.com I use DVD Price Search, which lists a lot more retailers.

[wynterfire]

Originally Posted by airjosh

Has anyone bought from NorthAmericanDVD? They often have really cheap prices, but the site is kind of crappy and I am not sure I trust them.

i got both my Nightmare on Elm Street box set and Toy Story Toy Box from them, and, although it takes a bit to get to you, the experience wasn't all that bad. i agree their cust. service sucks and there are no email confirmations (at least i didn't get any), but the price was great and took a chance. i'd only use them out of either desperation or EXTREMELY good price.

[moviezzz]

Amazon is the most reliable of all the retailers. Plus, they offer free shipping over a certain amount ($40 I think). I'd say go with them.

As for the DVD Planet package, if you just wrote that on the box, it isn't a surprise they haven't gotten it. Most places will tell you to get a return tracking number.

I've been a customer of DVD Planet for 10 years, since the Ken Cranes laserdisc days. But, I also have stopped ordering from them due to delays and such.

[Dilmo]

Originally Posted by moviezzz

As for the DVD Planet package, if you just wrote that on the box, it isn't a surprise they haven't gotten it. Most places will tell you to get a return tracking number.

When this happened to me, they said to simply write "ATTN. RETURNS" on the package. It was their instructions, their screwup.

[WraithGTS]

DVDPlanet is hit or miss. I've had similar issues with them in the past as well. That being said, I've taken my 20 or so title a month business to DVDEmpire and been quite pleased!

the Wraith

[folgersnyourcup]

I had a similarly awful experience with DVD Planet that is still ongoing. In the past, I have always recommended them as I have loved their prices and service. But no longer. One order I made that was in stock took one month to arrive. I sent several e-mails with no response and waited on hold for 90 minutes only to be told they weren't sure why it handn't shipped and that it would ship soon. I called back the following week and was on hold for 90 minutes again and was told that the title (Tokyo Olympiad Criterion) had been stuck in some sort of computer loop of ordering and cancelling but would now be shipped.. It finally showed up a week later....

An order I made a little bit after Tokyo Olympiad of 5 dvd's, 3 of them being Criterions showed up with Look Who's Talking in place of Throne of Blood. I sent several e-mails with no response and did not like the thought of having to stay on hold again. I started a thread over at dvdtalk.com blasting dvdplanet.com and recieved a personal phone call from them that day in reference to my thread. They wanted to straighten things out.

I was told to keep Look Who's Talking (I did not want it) and that Throne of Blood would ship immediately as it is was in stock. Five days later I decided to call just to make sure Throne of Blood had shipped and was met with a 65 minute hold time only to be told that it had not been shipped and likely would not ship for about a month due to it being out of stock.....

I sent many e-mails none of which was responded to. I sent one last one demanding that whoever messed up my package go out himself to Borders, purchase Throne of Blood, and mail it to me. That got a response from the same woman that personally called me saying she promised nothing and that things going out of stock was not under her control....

This is absolutely ridiculous. They now have my money (26 bucks for Throne of Blood) and I have a dvd that I do not want. I have no idea when I am going to recieve Throne of Blood if ever... If it is not here within 2 months I am going to try and seek legal action.

DO NOT order from DVD Planet.

[Enron]

I have always bought DVDs from Buy.com. Never had any problems even when I had to return a disc that was defective. The prices are decent and they have a lot of discs that qualify for free shipping. Lately, however I have been buying my discs at BJ's Wholesale club which has prices that are equal to or lower than the internet.

[caligulathegod]

Is that how one returns DVDs to DVDplanet.com? According to the site you have to send the DVD's back to

DVDPlanet
Attn: Returns Department
900 N. Rohlwing Rd.
Itasca, IL 60143

With your name, address and telephone number.
A copy of your DVDPlanet receipt as proof of purchase.
The reason why you are returning the title.


If you just wrote "Return to Sender" on the box and gave it back to the mailman, then you screwed yourself. If you send it to the wrong location, then you can't hold them responsible if it doesn't get credited to your account. Next time go to the site, click on "About DVDPlanet", which is their help page, and click on "Returns and Exchanges" before coming in and whining because they didn't fix your screw up.

[FilmFanSea]

Originally Posted by caligulathegod

Is that how one returns DVDs to DVDplanet.com? According to the site you have to send the DVD's back to

DVDPlanet
Attn: Returns Department
900 N. Rohlwing Rd.
Itasca, IL 60143

With your name, address and telephone number.
A copy of your DVDPlanet receipt as proof of purchase.
The reason why you are returning the title.


If you just wrote "Return to Sender" on the box and gave it back to the mailman, then you screwed yourself. If you send it to the wrong location, then you can't hold them responsible if it doesn't get credited to your account. Next time go to the site, click on "About DVDPlanet", which is their help page, and click on "Returns and Exchanges" before coming in and whining because they didn't fix your screw up.

If you do not open the parcel (and this goes for any parcel), you can refuse delivery & write "REFUSED--RETURN TO SENDER" on the box. The sender will thus pay for the return shipping, and must credit your account accordingly. The procedure you outlined above is necessary for opened parcels, or when you want to return one disc from a multi-disc shipment.

That said, I have learned from experience that it's best to return merchandise with delivery confirmation (particularly when dealing with a company as seriously screwed up as DVD Planet is currently).

[folgersnyourcup]

Originally Posted by caligulathegod

Is that how one returns DVDs to DVDplanet.com? According to the site you have to send the DVD's back to

DVDPlanet
Attn: Returns Department
900 N. Rohlwing Rd.
Itasca, IL 60143

With your name, address and telephone number.
A copy of your DVDPlanet receipt as proof of purchase.
The reason why you are returning the title.


If you just wrote "Return to Sender" on the box and gave it back to the mailman, then you screwed yourself. If you send it to the wrong location, then you can't hold them responsible if it doesn't get credited to your account. Next time go to the site, click on "About DVDPlanet", which is their help page, and click on "Returns and Exchanges" before coming in and whining because they didn't fix your screw up.

The fact of the matter is, they still really, really suck at this point in time. I knew people that loved it back when it was Ken Crane's laserdisc but they have all since given up on it due to its' present condition. Online sites should not be judged by what they have done in the past, only what is happening to 80% of the customers at the present time. In the case of DVD Planet the customers are being screwed by them. I have no idea what original poster did or did not do, I only have my personal experience to speak from and I will never, ever order from the site again. He may have made an error but hopefully the discs will find their way to DVD Planet. I however, followed all of DVD Planet's instructions and was first screwed by them in the form of having to wait a month to recieve an item, then screwed by them in that I was lied to and at the moment my money has been stolen.

I am glad that this thread was started though. It gave me a chance to proclaim my newfound hate for DVD Planet (I had always loved the site and always got my items quickly) and to try and steer other users of this message board away from the set and the high probability that they will screw you.

[Dilmo]

Originally Posted by caligulathegod

If you just wrote "Return to Sender" on the box and gave it back to the mailman, then you screwed yourself. If you send it to the wrong location, then you can't hold them responsible if it doesn't get credited to your account. Next time go to the site, click on "About DVDPlanet", which is their help page, and click on "Returns and Exchanges" before coming in and whining because they didn't fix your screw up.

Wow, someone doesn't know what their talking about! I called Customer Service to cancel an order,THEIR incompetence failed to do so in time. THEY said "when you receive the box, just put: ATTN: RETURNS on the box. I followed THEIR instructions on the best and fastest way to correct THEIR screw-up. I did as THEY requested! END OF STORY!

P.S. Sorry but my blood pressure shot up after reading that.

[folgersnyourcup]

At 7 P.M., I recieved a call from DVD Planet in reference to the post I made here. They wanted to know how they could help me. I asked about that status of Throne of Blood and they said it was now shipped. I mentioned that I was told last week it would not be in for about a month and he repeated that it was now shipped.

Very interesting that the easiest way to get customer service is to let people know your troubles on an internet message board! This is now the 2nd time this has worked in my favor with the first being noted in my first post in this thread.

Excellent news!

Hopefully I will finally have the disc in my hands soon...

Just wanted to update you guys on my situation. Hopefully anyone else who voices their concern in this thread and is having problems with DVD Planet will have their problems rectified as well.

[brian]

Originally Posted by caligulathegod

Is that how one returns DVDs to DVDplanet.com? According to the site you have to send the DVD's back to

DVDPlanet
Attn: Returns Department
900 N. Rohlwing Rd.
Itasca, IL 60143

Ummm... Guys... I just noticed this.

DeepDiscountDVD.com
900 N Rohlwing Rd
Itasca IL 60143
Here

Interesting, eh?

Deepdiscountdvd=DVDplanet. If you have issues with one of those retailers, it looks like you're giving the same people business anyways.

[caligulathegod]

The original poster did not mark "Attn:Returns". Just "Unwanted:Return to Sender" . Was that even the same address? I know in the past when I've done that on other products it might have gone back to where it was shipped from but that was not the place that receives returns. Sometimes it's a whole different address. Maybe it will get to the right place, maybe it won't. Regardless, it was a gamble. You work for a business, I work for a business. Mistakes happen. Especially when there are third parties involved, like the producer of the DVD or shipping or you do something wrong and send it to the wrong department of a busy business. You order a DVD from an online retailer. They place the order with the manufacturer. There is a delay at some point in the chain and your order is a little late so you call and cancel the order. Well, you've already ordered it so they try to ship it out as soon as possible. Sometimes it's too late to stop a shipment at that point. Is that their incompetence that you cancelled your order late and they've already shipped it? I remember when mail order houses used to be 4-6 weeks, now we complain if it takes a week and a half. There are proper procedures for how things should be returned and the initial poster did not follow them and then comes in and complains because things haven't gone perfect. My bloodpressure went up when I saw that. It's there in black and white how to do it correctly. If you do it correctly and it doesn't work, then you can come in and bitch. That's what this place is for. But if you do it wrong then you take your chances.

[caligulathegod]

Originally Posted by brian

Ummm... Guys... I just noticed this.

DeepDiscountDVD.com
900 N Rohlwing Rd
Itasca IL 60143
Here

Interesting, eh?

Deepdiscountdvd=DVDplanet. If you have issues with one of those retailers, it looks like you're giving the same people business anyways.

Ok, so either they use the same place to ship from or they use the same place to process returns. Not necessarily the same ownership. Just conjecture, but the return dept. might be subcontracted?

[brian]

Originally Posted by caligulathegod

Ok, so either they use the same place to ship from or they use the same place to process returns. Not necessarily the same ownership. Just conjecture, but the return dept. might be subcontracted?

It's possible. For what it's worth, all my titles from deepdiscountdvd have also been shipped from that given location.

[caligulathegod]

Originally Posted by FilmFanSea

If you do not open the parcel (and this goes for any parcel), you can refuse delivery & write "REFUSED--RETURN TO SENDER" on the box. The sender will thus pay for the return shipping, and must credit your account accordingly. The procedure you outlined above is necessary for opened parcels, or when you want to return one disc from a multi-disc shipment.

That said, I have learned from experience that it's best to return merchandise with delivery confirmation (particularly when dealing with a company as seriously screwed up as DVD Planet is currently).

I've tried that years ago and it didn't work and I was out $150. Now when I return something, I want to make sure it goes to where it is supposed to go, not take a chance that it will go back to the shipper and they will "make sure it goes to the right department".

[caligulathegod]

Originally Posted by brian

It's possible. For what it's worth, all my titles from deepdiscountdvd have also been shipped from that given location.

I can't claim to know how they run their business. It's possible that DVDplanet subcontracts its shipping and stock to DDD. DDD's home address is right there and DVDp is in California.

[Mallrats]

Okay, so what about us Canadians eh?

Can anyone recommend the best CDN online retailer to buy from? I currently use Amazon.ca, but they don't always have the DVD's I'm looking for. I then find myself going to Amazon.com.

Oh, and HKflix, nothing but happiness and joy from HKflix.

[Dilmo]

Originally Posted by caligulathegod

Is that their incompetence that you cancelled your order late and they've already shipped it?

Yes, it was their incompetence because they would not answer e-mails and you had to be on hold an hour and a half before you could get a half-assed answer regarding the status. So yes, it was their incompetence, by far.

[caligulathegod]

I really don't want to get into anything, but yeah, it sucks they have lousy customer service. I used to call them all the time back in the Ken Crane's days and they were really personable and even chatty; and today I got disconnected after being on hold 15 minutes because they were so busy.

I don't know what their lag time is on preorders but I'd imagine if you order a week before it's released then it might be tougher to get them to cancel it on time than it would be if you ordered and cancelled months in advance. If you wait til the last minute to cancel and you can't get through "due to high volume(as their recorded message said)" then that sucks but that's what you get when you deal with busy retailers. And if they are like any other company, they probably are downsized and half staffed, anyway (it is California, after all) You just find out how to return the item and then return it.

All I know is when someone starts a "bitch" thread, and it turns out that they didn't follow instructions, they should expect someone to challenge them on it. I'm not even saying I'm right here. Perhaps you did have the same experience doing the same thing (due to an operator's direction-sometimes the phone representatives at the IRS will give lousy advice, too). Regardless, I went to the site to see how the proper way to do it and it was nothing like what the original poster did. If you don't do something the proper way then you take your chances.

[airjosh]

Originally Posted by caligulathegod

I really don't want to get into anything, but yeah, it sucks they have lousy customer service. I used to call them all the time back in the Ken Crane's days and they were really personable and even chatty; and today I got disconnected after being on hold 15 minutes because they were so busy.

I don't know what their lag time is on preorders but I'd imagine if you order a week before it's released then it might be tougher to get them to cancel it on time than it would be if you ordered and cancelled months in advance. If you wait til the last minute to cancel and you can't get through "due to high volume(as their recorded message said)" then that sucks but that's what you get when you deal with busy retailers. And if they are like any other company, they probably are downsized and half staffed, anyway (it is California, after all) You just find out how to return the item and then return it.

All I know is when someone starts a "bitch" thread, and it turns out that they didn't follow instructions, they should expect someone to challenge them on it. I'm not even saying I'm right here. Perhaps you did have the same experience doing the same thing (due to an operator's direction-sometimes the phone representatives at the IRS will give lousy advice, too). Regardless, I went to the site to see how the proper way to do it and it was nothing like what the original poster did. If you don't do something the proper way then you take your chances.

It is pretty standard practice to write Return To Sender on a package you don't want to accept. Just ask anyone who has ever joined Columbia House. The return address on those packages are not the same as the warehouse it shipped from, yet they manage to credit your account properly.

I don't see any reason for berating someone because they are frustrated with the conduct of a company. His action was pretty standard in the buying-by-catalog world. If their process doesn't allow for it, it is incompetent business practice. Either way the poster has every right to post and bitch about it, you are not obligated to read or respond. If you read the title and his first post, he was venting but also was looking for suggestions about where to shop, perfectly valid post if you ask me.

[caligulathegod]

I've done that in the past and was out the money and the product. It might seem to be a reasonable way to do it, but it wasn't how they requested it be done. All I know is if I paid for something and I want my money back I prefer to do things through the proper channels rather than take my chances because it's "standard practice". Sometimes it will work to do something like that, sometimes it won't. I mean, jeez. Columbia House? They probably have whole buildings of people dedicated to returns because so many people forget to return that card on time. I just don't see how it is fair to do something contrary to a posted return procedure and then complain if it doesn't work correctly.

I mean let's examine what we're talking about. "I ordered some DVDs but they were late so I cancelled the order. It was too late to stop shipment, so when I got them, instead of checking out the correct way to return the item I used my own method and they seem to have gotten lost." I feel bad for him and all. We've all had our experiences, but it's a lesson learned. Next time, I would check to see how to properly return an item so I can get properly credited for it rather than return it almost randomly and hoping it works its way through the system and gets back to the proper department.


Sure, this is the place to vent. It's also annoying when self appointed "experts" come out of the woodwork and find the one exception to your post or some really obscure contrary info to something you post, but when you can go to the site itself and it's there in black and white the proper way to do it and it's different than how you did it, then you should expect someone to bring it up. No offence to the guy. I feel bad for him. I've seen people get "berated" worse than this. All I said was find out how to do it correctly and then do it like that.

[Dilmo]

No where on their returns page do the have "in black and white" how to return an un-opened, unwanted package. The parcel was never opened. That is when one calls customer service. Of course the titles are not opened, because the box was never opened. By the way, I spoke with management, not just some operator.

[caligulathegod]

Originally Posted by DVDPlanet returns page

Non-defective return policies

Only sealed, unopened titles will be accepted for credit, exchange, or refund within 30 days of purchase. Discs must be in "like new" condition in order for us to issue credit. Any disc not meeting these conditions will be returned to you and no credit issued. Credit will not be issued for shipping charges and you will be charged a shipping charge for exchanges. A copy of your original purchase receipt is required.

Returned titles must be in their original factory packaging. Enclose with each returned title the following information:
Your name, address and telephone number.
A copy of your DVDPlanet receipt as proof of purchase.
The reason why you are returning the title.
Send all returns to:

DVDPlanet
Attn: Returns Department
900 N. Rohlwing Rd.
Itasca, IL 60143

Maybe I'm reading it wrong, but that sure looks to me like what they want you to do with unopened, unwanted titles. Also, highlighted in red is that you are supposed to pay for shipping charges.

It's really not that important to keep it going. It's certainly not worth arguing over. I just wanted to point out that perhaps the poster might have gotten better results had he followed procedure. If you don't follow proper channels then are you justified badmouthing a business just because they couldn't fix your error? Maybe, maybe not. Is it even a major error? I dunno. Who knows what writing something like "unwanted:return to sender" will do? Perhaps someone along the way saw it and decided, "Well, he doesn't want it. I'll take it." opened it and saw that it was a return item. Too late now, it's opened. I wouldn't put anything past the post office. Back in the early 90s I used to subscribe to Playboy and it was almost a year before I realized that the black plastic bag wasn't supposed to be slit open. The carrier, or someone, along the route had been reading it. Anyway, maybe it's good to just get it off your chest, but expect someone to notice that you didn't follow instructions.

[WhipSilk]

Originally Posted by brian

Ummm... Guys... I just noticed this.

DeepDiscountDVD.com
900 N Rohlwing Rd
Itasca IL 60143
Here

Interesting, eh?

Deepdiscountdvd=DVDplanet. If you have issues with one of those retailers, it looks like you're giving the same people business anyways.

My understanding (from a similar thread on the Criterion Collection forum) is that DDD was purchased by Image some time ago, and now DVD Planet has been purchased by Image. This is not a good thing, since when DDD was bought, their customer service instantly degraded -- just one example is that they no longer will ship a replacement immediately if they've sent you the wrong title. They have to receive the sent-in-error title back first, then they'll ship you a replacement. Doesn't matter if you've spent thousands with them and never returned a previous title at all.

But DVD Planet appears to be imploding in a super=spectacular fashion. When these issues first started arising, near the end of May, they sent an apology to customers with a great coupon. But in the three months since, there've been no more apologies (unless you're lucky enough to reach their customer service person, who can do nothing but apologize), and recently they've started this ludicrous practice of hanging up on you after 15 minutes (if I'm willing to wait 15 minutes, then I'm willing to wait until I can speak to a real person). This practice alone has lost them my ~$200/month business, which I'm now splitting between Digital Eyes and DVD Empire, both with excellent customer service records, and both close to DVD Planet in both price and speed of shipping.

And, by the way CTG, I was given the same instructions by a customer service rep, which is what I did, and eventually I got credit for the return.

[caligulathegod]

Alright. Just bringing an issue to attention before we trash a business. Besides, what you two did seems to be closer to policy than what the original poster did. Please continue. Perhaps they deserve to be trashed. I did have problems just trying to call them yesterday.