The DVD Planet screwed, blown over, bamboozeled INTERNET

Issue #1 - Late/Lost/Delayed Orders

you do provide your tracking numbers except when you have to reship something. I e-mailed customer support when my package was sent to Illinois and I am in New Hampshire and my response told me that I would not be getting and tracking for this reshipped package.

Issue #2
No Issue with that response as I have actually been getting e-mails back from a gentleman named Brian Lawson. So good job there

Issue #3 - No Telephone #/Telephone Support

I have a few issues with your response. You said that after you got so busy you were recieving 5 calls a minute. Here is the question, why were you getting 5 calls a minute? Was it for the same reason people are claiming you guys are scam artist? was is customer complaints?

Another issue is that you say "nearly all of the major online retailers use" in regards to e-mail support. Here is a huge difference; THEY PROVIDE TELEPHONE SUPPORT ALSO. they don't have issues giving out a support line and people will wait that extra 15 minutes to speak with someone.

One Final Note...

In regards to being in business so long and not having a telephone support line, in my complaints to your company through the e-mail support, I have given my contact number with each and every e-mail sent. On top of that, I have specifically asked for a call back in regards to my complaints. My biggest issue is I ordered my package on the 10th of November and it is now the 17th of December and I still haven't recieved my DVD's that cost me around $50 USD. I have done business for well over five years and I have really seen it all and this just seems a little too complicated to be a well established online business.

Merry Christmas from myself and I do hope everything gets cleared up on your end if you really are an online business. Lastly, if you do need help in learning how to run a business so that you don't get so many complaints, you can easily call my cell as stated in my e-mails to customer support and I, holding a masters in business, will gladly help you take care of everything.

Thanks

Dear Customer and Readers,


My name is Paul Jacob and I am the Owner/President of TheDVDPlanet.org


I am responding to the many issues/complaints we have received on behalf of ALL of the Management and Employees here at TheDVDPlanet.org


It has come to our attention that there have been several complaints regarding a couple important issues (I will cover these issues in Detail below).


First of all, let me clearly state that we have been in business for over 5 years and have received and fulfilled over 120,000 orders since 2002.
We are in NO regard a "scam" or "fraudulent" company and 99% of our customers receive their order ON TIME and are happy with the DVD's.


However, as in all business, you simply cannot please EVERYONE. (Even though all 23 employees here at TheDVDPlanet.org give 110% effort and do their very best to make sure 100% of our customers are completely satisfied)


Please keep in mind we are a very large volume company with a huge customer base and turnover.

We ship over 500 orders/packages per day (4000 orders per week), and with this type of volume there will occasionally be:

a) lost, delayed or late orders
b) communication/contact issues and delays


We ask ALL customers to be patient with us, ESPECIALLY during the Holiday Seasons. Your order is in Good hands, WILL be processed and shipped and WILL arrive at your location.

And if during this ENTIRE PROCESS you are not 100% satisfied with the Service you have received from TheDVDPlanet.org, we are always more then happy to provide you with a FULL REFUND of your order.

Our business has always been based on Customer Service and we truly do our best to keep the customer happy...even though it is difficult to do this 100% of the time.


We simply ask that you do not assume the worst and give us a chance to rectify any problems or issues you may have. I am personally sure that if you give us a chance, you will end up satisfied with your experience.

Thank you for your time, cooperation and continued patronage.


We are definitely not perfect however we will ALWAYS strive to go the extra mile, learn from our mistakes, and provide the customer with a better experience.


Warmest Regards and Happy Holidays,

Paul Jacob
Owner/President
TheDVDPlanet.org
Paul@theDVDPlanet.org
24/7 Customer Service - support@thedvdplanet.org



Now, let me please cover and address the main concerns we have received in detail:


ISSUE #1 - LATE/LOST/DELAYED ORDERS

This seems to be the main issue and cause for MOST concern.

As stated earlier, when shipping over 4000 packages per WEEK, there will always been issues with packages being lost/delayed or late.

Especially when each package is shipped from our Toronto,Canada warehouse and must clear USA Customs to reach our USA customers.

(and as I am sure everyone is aware of, USA Customs has increased/changed their regulations and inspection policies since 9/11 and delays/issues are quite common)


Please also keep in mind all orders take up to 2 full weeks to arrive. This is clearly stated on our FAQ/Shipping pages as well as on the Confirmation Page and Confirmation emails you receive after you place an order.

Many of the customers here simply did not allow the full 2 weeks to pass, and order to arrive, before filing a complaint. We ask you all to be patient and allow the great workers at USA Customs and USPS to do their job.

This is also why we do our best to communicate with our customers and inform them of all the specific shipping dates and issues AS SOON as an order is placed.

We provide all customers with DATES their order will be shipped and TRACKING #'s once their order is shipped.


Yes, sometimes the tracking system is not the most accurate or speedy (due to the fact Canadapost drops the packages off with USPS (Post Office) when the parcel arrives in the USA)


However, we are always available via email or the CONTACT US form on our website.



Please also keep in mind of one VERY IMPORTANT fact and policy of TheDVDPlanet.org....

If your order is late or does not arrive on time, we are more then happy to RESHIP a second package (via EXPRESSPOST) FREE of charge

OR

Provide you with a FULL refund of your order.


Even though we cannot always guarantee the Canadapost/USPS Postal System or Customs Inspectors, we always back our Shipping Guarantees and if for ANY reason the order does not arrive on time, the RESHIPMENT or REFUND is available to the customer.



ISSUE #2 - EMAIL ISSUES/DELAYS

There also seem to be several customers that have trouble contacting us via email or receiving responses from us.

Please keep in mind we have dedicated staff answering OVER 2200 emails PER DAY from our customer service center in Toronto, Canada.


There are 2 main causes for email issues:

1. Our emails go to your SPAM/BULK Mail folders - ALL emails are responded to within 12-24 hours. We actually have 6 FULL time Customer Service staff that simply sit and answer emails all day.

Therefore, your emails are ALL received and responded to. If you do not receive a response within 24 hours, please check your BULK or SPAM mail folders. 95% of the time, our response will be sitting there.


2. Emails Blocked by your ISP - Many times, your local Internet Provider will have their own SPAM filters that block emails from arriving in your Inbox. This also causes some of our automatic ORDER CONFIRMATION emails and SHIPPING emails to be blocked.

Therefore, if you do not receive a CONFIRMATION email or SHIPPING CONFIRMATION email, please be patient and email us and we can manually re-email those Automatic Order Confirmation emails.


Once again, we ask customer be patient and not immediately assume the worst. We have successfully answered over 2.6 MILLION emails in the past 5 years and can assure you someone is always here reviewing and responding to your emails.



ISSUE #3 - NO TELEPHONE #/TELEPHONE SUPPORT

One question we get quite often is regarding a Telephone # and why we do not have an accessible Telephone #.

Even though this may not be very convenient to our customers, our response is very simple:


When we started this company in 2002, we received 2-3 orders per day and had a 1-800# available for customer questions and inquiries.

However, as we grew and expanded, it simply became too difficult to hire enough staff and provide enough 800#'s to support the call volume. At one point in 2004, we actually were receiving over 5 Telephone Calls PER MINUTE from our customers.

It simply came to a point where we were unable to answer our customer phone calls effectively (customers were put on hold for 10-15 minutes). This caused a huge amount of upset and frustrated customers.

At that point in the business, we decided to go to an EMAIL SUPPORT SYSTEM (which nearly ALL of the Major Online Retailers use) which allowed us to answer emails quickly & efficiently and serve our customers better.


We understand some customers prefer to make contact via the Telephone and feel that this provides them with a quicker/more effective response...however in our case and factoring in the volume of customers/potential calls, you will ACTUALLY receive a much more detailed and effective response via our EMAIL SUPPORT SYSTEM.




One final note...

After being in business for over 5 years, shipping and fulfilling over 120,000 orders, answering 2.6 Million emails, and issuing over 1900 refunds (to cover damaged, lost, delayed or any other issues with orders) we have really seen it all.

We continue to grow and provide the customer with a more effective and more satisfying experience....even though there are some issues occasionally.

We are here to serve our customers and regardless of what the small percentage of customers may try to communicate, we will continue to operate our business with the customer in mind and do everything we can to satisfy 100% of our DVD Customers.

Thank you ONCE AGAIN for your time during this Holiday Season and we look forward to another 5 years of shipping you your favorite DVD Collections.


Merry Christmas from the entire Staff at TheDVDPlanet.org