Report: #275543

Complaint Review: Media Group

  • Submitted: Fri, September 21, 2007
  • Updated: Sat, January 19, 2008
  • Reported By: Gainesville Florida
  • Media Group
    , Canada, Nationwide

Show customers why they should trust your business over your competitors...

On July 29 of this year, I ordered 2 dvd box sets from this company, totalling $250.00. I received a letter of confirmation that my order was processed and would receive a tracking number on Aug 6, and that I would receive my package by Aug 19. I never received either. I have made numerous attempts to make contact, only to have my phone calls and e-mails ignored, yet my credit card was charged.

At this point, I just want my money back, and this company put out of business. They have no right treating the public like this, and they must be put out of business. They are nothing but thieves. I'm glad to see I am not alone in this.

Gainesville, Florida
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This report was posted on Ripoff Report on 09/21/2007 04:34 AM and is a permanent record located here: 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. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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#1 Author of original report


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

This is in response to Paul Jacub, the alleged owner of, aka, and several other names they've used. Heck, they're too many to even remember. Mr. Jacup, I hate to say this, but you are full of BS! I ordered my $250.00 worth of DVDS on July 29 of LAST YEAR! Almost every single one of my E mails have been ignored. Yes, I ALWAYS check my spam file, just to make sure no letters accidently go there.

No such luck. EVERY single one of my phone calls have been ignored. All people get is this recording that they can't take calls at this time and that they will get back to you as soon as possible. They even say not to call again, because this causes delays! WHAT!? I've been waiting SIX MONTHS, and I got NOTHING. By the way, this is LONG before the holiday season!

Also, You say "Not everyone will be pleased", well when SEVERAL HUNDRED people come to this ripoff report site with complaints about the SAME company with the SAME problem, it kind of makes you wonder, doesn't it! Comeon, Mr. Jacup, why are there SO MANY complaints if your company have so many satified customers as you say? WHY??Something is not right with that.

Oh yeah, when I FINALLY did get a response to my request to a refund, I was told I would have to get it through my creditcard company, and they can't do anything about it. So, Mr. jacup, this is how you "give refunds to dissatified customers". YEH RIGHT!

Now, if you really do have so many satisfied customers, why is your website not accepting orders at this time. Yes, I just checked. TheDVDPLANET.ORG is not accepting orders at this time, and that people will be getting refunds. Strange, that's the EXACT same thing that TVBOXSET.COM stated a month back. Do you STILL claim no connection to this company? Once AGAIN, I say YEH RIGHT! Admit it, Mr. Jacub, no matter how many times your company changes its name, you are CROOKS-and nothing but! One day, you WILL get your just desserts-if not legally, from a much higher being. GOOD RIDDENCE!

Dear Customer and Readers,

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

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

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 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, 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
24/7 Customer Service -

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


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

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


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.


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.


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
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#2 Author of original report


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

So, these THIEVES changed their names once again. What will it take to get them thrown in jail, where they belong? WHAT WILL IT TAKE!!!???
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#3 Author of original report


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

This is very important. Who knows what these thieves will do with our credit card numbers. Once you get your new cards and latest statement, check it VERY CAREFULLY to make sure no unauthorized usage was added on inbeteen. Also, put in a dispute with your own credit card company. They may be able to get your money back.
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#4 Author of original report media group/media depot ripoff shame in Canada!!

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

Imagine this. I've been reading many of these other messages from other victims of these scam artists. Some "employee" from the scam group posts a message rebuttal asking to be e mailed to "resolve" this issue. Too bad, I've been there, done that. How can they expect to "resolve" this issue, when all our E Mails are ignored, as are our phone calls! RIPOFF SHAME!
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#5 Author of original report

Lets put them in jail....Gainesville, Florida

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

Please help put these thieves in jail. I never knew that so many other people had their hard earned money stolen.
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#6 Author of original report

Lets put them in jail....Gainesville, Florida

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

Please help put these thieves in jail. I never knew that so many other people had their hard earned money stolen.
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#7 Author of original report

Lets put them in jail....Gainesville, Florida

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

Please help put these thieves in jail. I never knew that so many other people had their hard earned money stolen.
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