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A&E Network / Offer an item for sale, then weasel out of it...

1 United States

Background - I originally ordered a Gene Simmons Family Jewels DVD box set for $5 based on a posting from www.slickdealz.net (none of this is their fault, it was a legit post) and awaited delivery. After several weeks, nothing. I followed up and they eventually admitted that it was an erroneous post on their website and they wouldn't honor the order. Now, it quickly became a matter of principle to me and I replied accordingly.

See the email thread below and buy from A&E Home Video at your own risk.

*****************************************
Crystal,

Thanks, but no thanks. Given that I have flat caught you guys in a lie and you still won't do the right thing, the last thing that I'm going to do is give you even MORE of my money to get a product that you OWE me in the first place. You guys are a piece of work, really.

Your team specifically stated in the email below that "Unfortunately, item #AH76855 - GENE SIMMONS FAMILY JEWELS at $5.00 has been suspended and is no longer available for sale. This may be due to a variety of reasons, most likely rights clearance issues or manufacturer availability." Of course, "a variety of reasons" is always a safe disclaimer, but they did a great job of trying to blame something nebulous like "rights clearance issues" and "manufacturer availability". However, in the same email, I'm offered to buy the DVDs at a new (much higher) price, which negates the whole thing. Then you blatantly admit it's actually due to the fact that you guys screwed up and offered something for sale on your website and, after people ordered it and your realized your mistake, now you want to weasel out of the situation.

Fine. At this point, I am more focused on the principle of the matter. If it was $0.25 more instead of $25.95 more to get the DVD set, I wouldn't pay it. Bottom line - A&E Home Video screwed up and now they refuse to fix the problem and prefer to spout falsehoods and deflect attention issue.

No, it will be cheaper and more effective (to warn others) to post this information on complaint websites and send it your competitors as another example of how A&E drops the ball. In its reporting, in its programming, in its sales, in its customer service, A&E fails to deliver.

Thanks for the lack of help, the lack of follow thru, and the lack of commitment to customer satisfaction.

Greg

----- Original Message -----
From: "A&E Home Video" <ae@ordering.com>
To:
Subject: Re: Orders: Order #XXXXX
Date: Tue, 27 Feb 2007 09:51:44 -0500

Hello Greg,

Thank you for contacting A&E Home Video and The History Channel.

Unfortunately, this was a technical error that occurred on our website. We offered the price of $29.95 to the customer's who placed their order on the web at the time of the error.

If you would like to purchase the Gene Simmons set at $29.95, please call
[protected] and we will take your order. Just tell the agent you speak with that I have approved the $29.95 price for this.

Since the order was canceled and did not ship from our warehouse, your credit card was never charged.

Regards,

Crystal
A&E Home Video
Customer Care Team

----- Original Message -----
From:
To: A&E Home Video <ae@ordering.com
Sent: Monday, February 26, 2007 1:23 PM
Subject: Re: Orders: Order #XXXXX


Excuse me, but you have ALREADY charged my credit card.

In light of that fact, and the fact that you tell me on one hand that the item is no longer available then in the next paragraph you tell me that I can reorder the item for $29.95, this appears to me to be an order processing issue for which I shouldn't have to the price (an additional $25.95, to be exact).

So, given the above info, I respectfully request that you fulfill your original obligations you undertook when you offered the item for sale, accepted my order, and charged my credit card. Given that the item is still available for $29.95, I can't help but feel that you simply have changed your mind and don't want to honor the original terms of the deal.

Please let me know the status of my order after you've taken the above info into consideration.

Thanks!

Greg


From: "A&E Home Video" <ae@ordering.com
To:
Subject:
Re: Orders: Order #XXXXX
Date: Sun, 25 Feb 2007 17:15:20 -0500

Hello Greg,

Thank you for contacting A&E Home Video and The History Channel regarding your order.

Unfortunately, item #AH76855 - GENE SIMMONS FAMILY JEWELS at $5.00 has been suspended and is no longer available for sale. This may be due to a variety of reasons, most likely rights clearance issues or manufacturer availability.

This item has been removed from your order and your credit card will not been billed. We apologize for any inconvenience this may have caused you.
You may still purchase this at a discounted price of $29.95.

If you have any further questions concerning your order please do not hesitate to contact us again or visit our Online Help Center at www.ShopAETV.com/help.

Regards,

Tianna
A&E Home Video
Customer Care Team

----- Original Message -----
From:
To: <homevideo@aande.com
Sent: Saturday, February 24, 2007 9:52 AM
Subject: Orders: Order #XXXXX

Category : Orders
Subject : Order #XXXX
Comment :
I ordered this back on Jan 27 and "Family Jewels" DVD set was on back order.
Estimated ship date was 2/12. It's now 2/24 and I still don't have it. According to my order status, it's in stock but hasn't shipped.

Can someone please look into this and give me an estimated ship date?

Thanks!

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