DVD Gator
Complaint 207959 Details

Like everyone else, we purchased a box set of DVDs before Christmas and our credit card was immediately charged under the name of XEO VENT. Five weeks later we contacted them because we had received nothing and initially Gordon Kennedy said that they would track the package and we would know within 5 days. When that time passed I contacted them again, and when I suggested I may need to cancel the charge with my credit card, Gordon offered to send another shipment. When more time passed without any package arriving I again suggested that I might need to cancel my charge, and Gordon became abusive in his reply, essentially accusing ME of fraud for wanting my money back. I sent one last email giving 7 days for my merchandise to arrive or I would dispute the charge. I received no response, so today I did just that. If I were you I would think long and hard before sending any money to this company or any other affiliates of it going under other names. Below is the exact email thread that I had with Gordon at DVD Gator (in reverse chronological order)...

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Dear Mr. Kennedy,

Just hold on a minute here. I only asked if, as a matter of practicality, I should cancel my charges. I did not say that I was going to proceed at this time.

I have been patient while you traced the package, only to have no answer returned to me.

I already asked you to reship the package already, and have received nothing in return.

And you have the audacity to accuse ME of fraud?!! Obviously it is YOU who is MORE than borderline fraudulent at this point, since I have fulfilled all my obligations to you, and you have not fulfilled any to me.

I will not be intimidated by threats to ruin my credit rating, since I am sure some unsolicited report, from an insignificant firm such as yours, could not affect my excellent rating obtained over the last quarter century, so please do not try that tactic again.

However, as I stated in my previous emails, since I would really prefer to have the DVDs rather than my $129 back, ( and I will have one or the other, since that is what the protections of my credit card insures in a situation such as this ) I will give you one last chance to prove that you, sir, are not an outright fraudster.

Immediately reship my order so that it arrives within the next seven days, or else I will be forced to contact my credit card to withdraw the funds from your account. Since this is something that neither of us wants, I trust that you will fulfill your promises and ship my DVDs and that they will be of acceptable quality.

And as you stated so well, this email chain will certainly establish the proof in this matter, which is simply that I have paid you for an item which I have not received after much patience and forbearance on my part.

Sincerely,





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From: [DVDGator.com] Customer Support <[email protected]>
To:
Sent: Friday, January 25, 2013 6:01 PM
Subject: Re: Contact Form Submission from


Hello ,

I'm sorry you are deciding to leave this in the hands of your bank and stop working with us on this matter.

Disputing payments with your bank is for situations where you didn't authorize the transaction, not in cases where your product is delayed.

Keep in mind that once the item is with the shipping company the delays are out of our control.

On top of this, we are going above and beyond to try and make things right.

We have traced the package to try and find it and now even offered to RESHIP YOUR ORDER.

Now you want to dispute the payment with your bank?

I'm sorry but that is borderline fraudulent on your part.

We won't accept this dispute. We will be contacting a collection agency and the credit bureau to have a black mark on your credit report.

We report to the 3 major bureaus and will file negative comments with each.

I will allow 48 hours for you to change your mind. I will be keeping this email as proof of your intent and response.


--
Gordon Kennedy
Customer Support Manager
[email protected]
http://www.DVDGator.com


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From:
Date: January 25, 2013 3:23:22 PM EST
To: [DVDGator.com] Customer Support <[email protected]>
Subject: Re: Re: Contact Form Submission from

Have you heard anything from the post office? What about a replacement package?

Do I need to cancel the charge on my credit card?



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From:
Date: January 18, 2013 10:40:44 PM EST
To: [DVDGator.com] Customer Support <[email protected]>
Subject: Re: Re: Contact Form Submission from

Hi Gordon,

I would really prefer to have the DVDs, so please have your supplier rush the set to me. I understand that December is a busy time, so no problem.

Thanks,



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From: [DVDGator.com] Customer Support <[email protected]>
Date: January 18, 2013 8:32:00 PM EST
To:
Subject: Re: Re: Contact Form Submission from

Hello ,


This is horrible....I am so sorry about all of this.


Obviously your 100% satisfaction is our #1 priority so we will contact our supplier immediately and reship your order FREE of charge obviously.

We want to make sure you receive the product and do not lose you as a customer.

Please let me know if that would work. It will not cost you anything and we will rush it along and get it in your hands ASAP. You will be enjoying your DVDs before you know it.

December is a nightmare for the postal system, they are so backlogged that it seems there is some unreasonable delays. Maybe even lost packages it seems.

Hopefully you allow us to make this right...thank you for your cooperation and understanding.


--
Gordon Kennedy
Customer Support Manager
[email protected]
http://www.DVDGator.com



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From:
Date: January 18, 2013 2:28:21 PM EST
To: [DVDGator.com] Customer Support <[email protected]>
Subject: Re: Re: Contact Form Submission from

Gordon,

Thanks, if the package is lost I may need to cancel the charge to my credit card,
so let me know if you hear anything.



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From: [DVDGator.com] Customer Support <[email protected]>
Date: January 17, 2013 3:27:30 PM EST
To:
Subject: Re: Re: Contact Form Submission from

Hello ,

I'm sorry for the delay.

I will contact the post office and put a trace on the package.

They will contact both of us with the results in 3-5 working days.

We will get this sorted out for you.

--
Gordon Kennedy
Customer Support Manager
[email protected]
http://www.DVDGator.com