• Report: #290790

Complaint Review: Thedvdplanet

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  • Submitted: Tue, December 11, 2007
  • Updated: Thu, December 20, 2007

  • Reported By:Brooklyn New York
Thedvdplanet
thedvdplanet.org Internet U.S.A.

Thedvdplanet is a con-artist run organization They Are Based In Canada Internet

*Author of original report: UPDATE OF THE CENTURY

*Consumer Comment: 5 years? NOT by thedvdplanet.org domain!

*Author of original report: UPDATE, THEY HAVE OTHER WEBSITES WITH THE SAME REVIEWS

*REBUTTAL Owner of company: RESPONSE FROM MANAGEMENT - PAUL JACOB, OWNER - THEDVDPLANET.ORG

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Like most people, I never had any problem ordering anything online. Well now I know the true meaniing of the phrase "Buyer beware!" Back on November 17th, 20007 I ordered the complete box set of The Muppet Show for my daughter for Christmas. If you read their shipping terms you will not that they ship out your order on the following Saturday of when you place your order. This seemed fine to me and I placed my order. Knowing that it would take about two weeks in order to receive it, I waited patiently.

Well after the two week period I checked my order status with thedvdplanet.org only to see that it was still listed as "processed". I in turn checked my credit card and saw that it was in fact billed. So I decided to contact this company via email with my inqury. The following day I received no response from them so I emailed them once again. i accidentally came across this website who had people with simialr problems and concerns with this company ... now I became nervous. Was I scamed?

At this point I wrote another angry email explaining that I saw the unfavorable reviews and threatend to dispute the order with my credit card. Finally I received an email from them stating that it was in fact shipped but was sent to the wrong address and they were correcting the problem and I should receive it within a few days. About 6 hours later, I received another appologetic email stating that they didn't send my order because they had a problem in their shipping department and they had to ship it manually.

Due to the fact of them shipping it manually, they explained, I was not going to receive a tracking number. Why would that be? Any method of shipping they choose would absolutely involve a shipping or tracking number. Other wise how could they answer for any future inquiries?

To date, I still have recieved nothing. At one point they did have their address on the site (which is based in Canada), but now it mysteriously disappeard off of their site. Strange ... isn't it?

So in case I am not explaining myself clearly enough, 1st they give me one reason a.k.a.EXCUSE followed by a completely different reason (excuse) with a lie of no tracking number that comes with it. Am I alone here, or am I the crazy one? I am seriously considering contacting one of the major investigative television programs regarding this company because of the amount of people that seem to be suffering from similar complaints regarding this company. I am open to any other person(s) who may be interested as well in contacting someone to check these people out.

I learned a valuable lesson, you do in fact get what you pay for. I thought I was saving a big 60 some odd percent off the price and I ended up with nothing. Thanks a lot dvdplanet.org .......

Melissa1429
Brooklyn, New York
U.S.A.

This report was posted on Ripoff Report on 12/11/2007 07:38 PM and is a permanent record located here: http://www.ripoffreport.com/r/Thedvdplanet/internet/Thedvdplanet-is-a-con-artist-run-organization-They-Are-Based-In-Canada-Internet-290790. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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REBUTTALS & REPLIES:
0Author 3Consumer 1Employee/Owner
Updates & Rebuttals

#1 Author of original report

UPDATE OF THE CENTURY

AUTHOR: Melissa1429 - (U.S.A.)

After pointless emails back and forth between Paul Jacobs, Jeff Jacobs and Brian Lawson with myself I finally recieved the box set of The Muppet Show that I had ordered over a month ago. I was in shock because I had my credit card company issue a charge back, which I recieved, and it of course looked nothing like it was advertised. The box was completely different and inside were plain dvd's that simply stated what number disc it was. When I popped it into the dvd player to see what this was all about the episodes have the Disney channel insignia on the lower left hand corner of the screen. I am infuriated. I am reporting them now with complete proof of piracy!
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#2 Consumer Comment

5 years? NOT by thedvdplanet.org domain!

AUTHOR: Robert - (U.S.A.)

Domain ID:D148923449-LROR
Domain Name:THEDVDPLANET.ORG
Created On:21-Aug-2007 13:28:07 UTC
Last Updated On:29-Oct-2007 10:26:58 UTC
Expiration Date:21-Aug-2009 13:28:07 UTC
Sponsoring Registrar:GoDaddy.com, Inc. (R91-LROR)
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#3 Author of original report

UPDATE, THEY HAVE OTHER WEBSITES WITH THE SAME REVIEWS

AUTHOR: Melissa1429 - (U.S.A.)

I get more enraged with every review I read. That is why I will not rest until these *&*&*s get the exposure they deserve. Why would they think for an instant that it would be ok to take advantage of innocent people that are seeking to buy collections they enjoy for themselves or loved ones?

Apparently, a rebuttal is going around from a Mr Paul Jacobs claiming high volumes in sales, emails, returns and satisfied customers. When you look at the lower portion of the site it gives a total count of customers established, new and returning. The numbers on this site clearly do not tally the figures he gave out to many of us. However, I did a little investigating and it seems that he has another site dvdcollections.tv.

If you view the reports on that site, they are identical as the ones for thedvdplanet.org. He breaks multiple copyright infringement laws by selling obviously copyrighted material. He fraudulently declares he is located at 250 The East Mall, Suite 1242 in Ontario but it is in fact not his warehouse but simply a mailbox located in the UPS store. I know this because when I called to locate suite 1242 in the building the UPS store knew I was looking for mailbox 1242. There are a number of other sites that are linked to his company as well although he denies it.

There are 3 things you can do:
1 Call your credit card company if you did not do so already and explain what has happend. They will credit you and dispute the charge with them directly.

2 If you did receive a collection from them (either site) and it is bootleg, email copynot.com to report copyright infringement.

3 Contact your post office to notify the inspectors and find out how to report this behavior of piracy through a po box. (That is my next step as of tomorrow)

If you have been taken for a ride by this company, it is up to you to bring it to light and do something about it. If we dont stop it, they will do this to so many others. Happy Holidays!

PS For the Owner of these above mentioned companies plus what ever others are affiliated, Yes, I ordered from you and my account was mysteriously deleted after threatening to take action. No, I never received my order. Rest assured my credit card has the transaction on file though!
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#4 REBUTTAL Owner of company

RESPONSE FROM MANAGEMENT - PAUL JACOB, OWNER - THEDVDPLANET.ORG

AUTHOR: Janice Beakman - (Canada)

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)

This is 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
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