The Movie Store Moviemarket Refused a refund for undelivered goods San Juan Capistrano California

I ordered movie prints seven times from The Movie Store over a five-year period. The first five orders reached me in Australia and were promptly shipped and well-packaged. Some of the prints were superb and I was thrilled, especially as the prices were reasonable.

However, some were over-exposed, lacking in clarity or had the tops and bottoms cut off. One even had white stripes on its edges forcing me to cut them off and end up with a different-sized pic to what I’d ordered. I did not return them as I'd bought a new house and was desperate to cover up the bare walls, although I still plan to replace these below par pix. Overall, I formed the impression that the company was sloppy, but as there was no similar business within Australia I kept ordering.

Things really started going wrong with my sixth order. It did not reach me and I was grudgingly given a refund. The company's manager admitted in an email that there were long-standing delivery problems to Australia. She wrote: 'So many orders to Australia have been returned and I am afraid if I print a replacement it too shall not reach you.'

However, I ordered $USD 95 worth of goods again in December 2022 and the same thing happened. The tracking showed the packaged reached Australia and promptly disappeared. The Movie Store’s customer service told me to contact the Australian Post Office. They told me the package had been wrongly addressed and returned to sender. The tracking does not reflect this, but shows my order is still ‘in transit’ after 95 days! It clearly is never going to be delivered.

Upon informing The Movie Store of its mistake, I was met with repeated silence. A complaint to the Better Business Bureau (an American consumer rights organization) resulted in BBB also being ignored by the Movie Store over a two-week period.

With no other option, I put up a review on Trustpilot. This did get a response from Movie Store, its manager insisting the package was in Australia and all I needed to do was contact the post office to find it. I found this response bizarre as I've already informed Movie Store of what the post office told me about it being wrongly addressed. Instead of a refund, Movie Store offered to resend the goods, but as two orders in a row have failed to reach me (as well as the manager admitting delivery problems to Oz) I want a refund.

I would not order from The Movie Store if you are an international customer as they have treated a long-term customer dishonorably.