The most trusted and popular consumer complaints website
Explore your opportunities! Create an account or Sign In

The DVD Planet / No product received after payment taken

1 56 GreenwaysWoodbridge, England, Suffolk, United Kingdom
Contact information:
Phone: +44 1394421201

-----Original Message-----
From: Michael De May
Sent: 26 February 2008 10:10
To: 'DVD Planet'
Subject: RE: Order Number 635775 [Incident: [protected]]

Hello Again,
Hello,

Please see below the long list of emails relating to order number 635775. I have not been able to get a reply from anyone for one month now. Can you assist me in completing my order or getting credit to purchase something else?

Regards,

Michael De May

It is now the second of February 2008 and I have not received my order.
Can you give me another excuse? I am sure you do have one.

Michael De May


--------------------------------------------------------------------------------
From: support@dvdcollections.tv
To: mick_dirl@hotmail.com
Subject: Re: TheDVDPlanet.org: Order #635775 has been SHIPPED
Date: Mon, 31 Dec 2007 03:54:08 -0500


Sorry, our bank did not go out of business, they just stopped doing online credit card processing.

We will put you on the waiting list and be in touch with you when we get stock.

Have a safe and happy new years

----- Original Message -----
From: Michael DeMay
To: DVDCollections Support
Sent: Sunday, December 30, 2007 6:54 PM
Subject: RE: TheDVDPlanet.org: Order #635775 has been SHIPPED


Your stories are simply amazing, each time they get better as you can read below.

Now after almost two months you have another story which is even better; to say I can't get a refund because your bank has gone out of business. What a kind of fool do you take me for anyway. Your company has made up so many stories now how can I believe you now that all I have to do is ring my bank and say to issue a chargeback. What you are really saying to me is let my credit card company or my bank pay for your mistakes because how can my bank get money from you when conveniently your bank is no longer doing business, This is really rich.

Since you already have my money and I don't have my order I will wait because I don't believe anymore of your stories.

When the end of January arrives and you have not sent me my item I will report you to the Better Business Bureau and they will deal with The DVDPlanet.

Interesting enough I have all your replies in this email which makes very serious reading. Lets see what happens in another 4 weeks.

Please prove me wrong on this.

Michael De May


--------------------------------------------------------------------------------
From: support@dvdcollections.tv
To: mick_dirl@hotmail.com
Subject: Re: TheDVDPlanet.org: Order #635775 has been SHIPPED
Date: Sun, 30 Dec 2007 16:13:30 -0500


Dear Valued Customer,


Thank you once again for your patience and contact.

At this point, you have surely gone through too much stress and disappointments to hear any more excuses or explanations.

So let's keep things very simply and straightforward.

For whatever reason, your package has been lost and has not arrived:

USA Customs...
Address Issues...
Incorrect Zip...
Canadapost Delays...
Lost Shipment...
Etc...


We reshipped a second package (and took a loss) several weeks back and yet again the order has not arrived.

To send a THIRD package at this point and expect you to wait even longer is simply not fair to you as our customer.

So therefore, we can only offer the following resolution:


a) Our supplier will have new DVD stock arriving at the end of January (due to the Christmas backlog). If you STILL WANT to receive your order, we can ship out a THIRD DVD Collection via FEDEX (not USPS) Free of charge.

-OR-


b) If you are simply fed up with the delays and no longer want the product we will suggest you contact your Credit Card bank immediately and request they file a CHARGEBACK for this order.



The reason you will need to actually request the CHARGEBACK from your own bank (as opposed to us providing you with a refund) is because the Bank we used to PROCESS CREDIT CARDS went out of business just before the Christmas season.

Due to this, our funds and refund capabilities were FROZEN and we are unable to REFUND any of those orders.

Therefore, we understand this may be an inconvenience however if you simply contact your bank, it will take less then 3 minutes to issue the Chargeback and receive a FULL Refund for your order.


This will NOT effect you or your credit in ANY way. It
is simply the way your credit card provides you with a
refund if you have ANY issues with your credit card or
products that you ordered.


We are very sorry for the problems, but this problem is beyond
our control. If for any reason you have a problem with your
card company, have them email us right away.

We will do whatever we can to help, as you are entitled to
your money back. We would like to keep you as a future
customer and getting your money returned to you is important
to us.


Anytime you ever use your credit card on the internet, you are
protected by your card company.

If you ever order something, like in this case and don't get it.
All you have to do is call your card company up and have
them file a chargeback. They will put the money back on your
card and take it from who ever processed the order.

That was just a tip.


Warmest Regards,
Management
The DVD Planet
----- Original Message -----
From: Michael DeMay
To: dvdplanet
Sent: Friday, December 28, 2007 5:10 AM
Subject: RE: TheDVDPlanet.org: Order #635775 has been SHIPPED


It is now 28 December 2007 and we have not received my order. You promised below in your replies that we would have the order before Christmas, What happened yet again? Why is this order such a problem for you to fill? This is not an acceptable way to run a business. Please reply with your solution.

Michael De May



--------------------------------------------------------------------------------
From: admin@thedvdplanet.org
To: mick_dirl@hotmail.com
Subject: Re: TheDVDPlanet.org: Order #635775 has been SHIPPED
Date: Fri, 21 Dec 2007 11:58:40 -0500


Hello,

I just spoke with our shipping department and got
some details. We had some small delays with 2
shipments as you may have been notified by email.

These shipments are being released from US customs
today and will all be delivered before Christmas.

Orders will be delivered Today, Saturday and on
Monday at the latest.

I'm very sorry for the delay and understand this can
cause stress this time of year.

Happy Holidays,
TheDVDPlanet Support

----- Original Message -----
From: Michael DeMay
To: dvdplanet
Sent: Friday, December 21, 2007 4:17 AM
Subject: RE: TheDVDPlanet.org: Order #635775 has been SHIPPED


Hello Again Brian,

It is now 21 December 2007 and just a few days before Christmas. I HAVE NOT received my order as promised by you several times in the below emails. Time and time again you told me the order would be with me and it's not here again. What can your company say about this problem. This was to be a Christmas gift to my 3yr old and 5 yr old boys who now will NOT have the gift they really wanted. I ordered this item over one month ago which was well before the Christmas season. I am very very disappointed with The DVD Planet, I could have ordered this product from several other vendors.

Please find a way to make this better and reply to me personally and not with a prewritten mailing.

Regards,

Michael




--------------------------------------------------------------------------------
From: admin@thedvdplanet.org
To: mick_dirl@hotmail.com
Subject: Re: TheDVDPlanet.org: Order #635775 has been SHIPPED
Date: Mon, 17 Dec 2007 16:31:32 -0500


Hello,

Your replacement order has been shipped out
already. It was due Dec 6-8th, but with the
busy Christmas season, a small delay can be
expected.

Your order should be there within a matter of
a few business days. If for any reason your order

is not there by Dec 24th, a full refund will be issued.

Regards,
Brian Lawson
Management

----- Original Message -----
From: Michael DeMay
To: dvdplanet
Sent: Monday, December 17, 2007 4:00 PM
Subject: RE: TheDVDPlanet.org: Order #635775 has been SHIPPED


It is now the 17th of December and I have not seen my order. Please answer this mail with a proper reply



--------------------------------------------------------------------------------
From: admin@thedvdplanet.org
To: mick_dirl@hotmail.com
Subject: Re: TheDVDPlanet.org: Order #635775 has been SHIPPED
Date: Thu, 13 Dec 2007 18:15:31 -0500


Hello,

Your order looks to be lost due to a problem with
our database. When we import our database of
orders into CanadaPost, we are having connection
problems.

These problems have caused packages to be shipped
to wrong zip codes. We thought this problem was
fixed before this shipment.

So what we are going to do is reship your order. We
are not willing to have this happen again, so we will
have to ship all packages manually.

There will not be any tracking, but there will also not
be any delays. Shipping the packages out manually allows
us to ship any day and not just on Saturdays. Down side
is there's no tracking.

Your order will ship out this coming week and take 6 business
days for delivery.

I am very sorry for the delay. For this problem, you can use
this coupon code after Dec 27th for 35% off.

Coupon Code - 35off35

Again, I'm very sorry for the delay, but our main focus now is
getting the packages reshipped manually so that there is no
mistakes. Any gifts will be received in plenty of time for the
holidays.

Regards,
Brian Lawson
Management

----- Original Message -----
From: Michael DeMay
To: support@thedvdplanet.org
Sent: Thursday, December 13, 2007 5:28 PM
Subject: RE: TheDVDPlanet.org: Order #635775 has been SHIPPED


It is now the 14 of December and I have not seen my order.
This was planned to be a Christmas present to my children, where is the item please????????????



> To: Mick_Dirl@hotmail.com
> Subject: TheDVDPlanet.org: Order #635775 has been SHIPPED
> From: support@thedvdplanet.org
> Date: Sun, 11 Nov 2007 16:39:53 -0800
>
>
>
> You have received this notification from TheDVDPlanet.org
> -------------------------------------------------------------------
>
> Dear Mr. Michael De May,
>
> Your order has been SHIPPED
>
> Thank you for your patience and cooperation!
>
> We deeply apologize for the short delay as we were updating
> our shipping policies as required by USPS.
>
> Your order is still on schedule and will arrive between the following days:
> ================================
> NOVEMBER 20 - 23
> (Please add 3-4 Days for International Orders)
> =================================
>
>
> IMPORTANT: USA ORDERS
>
> All USA customers can track their Shipment using 2 Websites
> (International Orders DO NOT have tracking)
>
> Basic Tracking: While the package is in Canada, you will receive basic tracking information. (www.Canadapost.ca)
>
> Detailed Tracking: Once your package arrives in the USA, you will receive detailed tracking information. (www.USPS.com)
>
> VERY IMPORTANT NOTE: If the Post Office is unable to Deliver your package, they will HOLD your DVD's at the nearest Post Office for Pick-Up. A Notification will be left or you can check the DETAILED TRACKING for updates.
>
>
> Order id: #635775
> Order date: Nov 4, 2007 02:13:14 PM
>
>
> =============================
> BASIC TRACKING:
> https://em.canadapost.ca/emo/basicPin.do?language=en
> (basic tracking will show up within 24-48 hours)
>
> FOR DETAILED TRACKING PLEASE VISIT:
> http://www.usps.com/shipping/trackandconfirm.htm
> (detailed tracking will show up once the order arrives in the USA)
>
>
> =============================
>
>
>
> Products ordered:
> -----------------
>
> SKU: SKU146423
> Product: BATMAN DVD COLLECTION
> Quantity: 1
> Item price: USD $59.99
>
>
> Total:
> -------
> Payment method: Credit Card (manual processing)
> Delivery method: INTERNATIONAL (Collectors Item)
> Subtotal: USD $59.99
>
> Shipping cost: USD $15.00
>
> Total: USD $74.99
>
>
>
> --
> Thank you for visiting TheDVDPlanet.org
>
> TheDVDPlanet.org
> URL: www.TheDVDPlanet.org

Michael De May


-----Original Message-----
From: DVD Planet [mailto:dvdplanet@mailwc.custhelp.com]
Sent: 25 February 2008 22:29
To: michaeldemay@cinram.com
Subject: Order Number 635775 [Incident: [protected]]


Subject
---------------------------------------------------------------
Order Number 635775



---------------------------------------------------------------
(AS) - 02/25/2008 04:29 PM
Thank you for writing DVDPlanet!

Unfortunately we were unable to locate your account with the information you have provided. Orders may take up to 24 hours to be updated in our systems. Please provide us with the billing name and address, order #, order date, and/or items ordered, as well as the e-mail address on the account. Or simply forward us your email confirmation.

Please contact us if you have any further questions.

Sincerely,

DVDPlanet Customer Service Department
orders@dvdplanet.com

Customer (Michael De May) - 02/25/2008 12:58 PM
Hello,



Can you give me an update on this order



Regards,



Michael De May


--
This message has been scanned for viruses and
dangerous content by MailScanner at Infinity Resources Inc. and is
believed to be clean.

Auto-Response - 02/25/2008 12:58 PM
Thank you for writing DVDPlanet.com. We received your e-mail message.

Please do not reply to this automated notification. We prioritize our e-mail by the order in which it was received, so there is no need to send multiple messages regarding the same issue. We typically respond to messages within two (2) business days, excluding holidays, which may take longer due to the high increase of traffic.

If you are looking for the status of your order we encourage you to use our order history feature. You will see this feature once you have logged onto your account. You may also find the information you are looking for by browsing our help section:

http://www.dvdplanet.com/help/help_index.asp

Again, thank you for writing DVDPlanet.com. We appreciate your business.

Sincerely,

DVDPlanet Customer Service Department
orders@dvdplanet.com
http://www.dvdplanet.com

Post your comment