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Complaint 67881 Details

I ordered the series of Smallville from this website for my husband, for Christmas. I was careful and read every review and checked online for any complaints before ordering (all the reviews were mostly positive and there were no complaints elsewhere online). I also read their policies/guarantees. The DVDs were said to be "... factory sealed, of high quality, original soundtrack and removable subtitles. You can enjoy the episodes with excellent performance, in perfect condition!".

The DVDs I ordered were $88 with $37 postage - said to arrive within 7-14 business days.

Needless to say, I was a little surprised when my DVDs didn't arrive after 14 days... or 20 days... 30 thirty. I received them over a month later, on January 17th. I might also note that in this period of waiting, I emailed the site 5 times and received no responses, I also wrote in the feedback portion of their website and my feedback was never posted (which explains all of the "great" reviews).

Anyhow - received my DVDs on the 17th. The DVD box that they came in was wrapped in 2 millimeters of shrink wrap (this shipped from CHINA, mind you...) with no other protective wrapping. The box was completely and irreparably damaged and the DVDs arrived in what appeared to be CDs organizers that were ripped out and reused. The DVDs were all out of order.

Needless to say, I was ticked.

Immediately, I got online to the "Live" help and asked how to get my money back on shipping, as I was not satisfied (the website boasts 100% customer satisfaction). The "Live" help bot told me I needed to take pictures of my package and the DVDs and email it to them, so they could review it. I did this as soon as he wrote it to me and sent the email no less then ten minutes later. I was told to expect a reply within 48 hours.

A week later, I still had no reply.

I popped back onto the live help. This next bot asked for my product number. I gave it to her and she informed me that I would be given a refund of $37 for shipping. Plain as day.

ANOTHER week passes... I still have no refund. At this point, I've paid $25 and had a $25 fee charged me by my credit card company.

I go online and ask ONE more time about my refund. The helper bot says to me they'll give me $30 for my inconvenience. I ask if that's in addition to the $37 shipping refund. They say yes and ask if I can accept that. I say yes. They respond "The $30?" I write back.. "You mean $67" - they respond "We are sorry we can not refund the postage to you as we do not have accept it. The postage is paid to the express company"

Now, my head is spinning. I was told to expect a refund for shipping, now I'm being told they don't do shipping refunds.

I say this same thing to the helper bot and they inform me they'll send the question to their supervisor and to expect an email in 24 hours...

I'm not holding my breath that I'll be getting any email within 24 hours.

Not to mention, the helper bot never asked for my email address...