On March 7, I ordered a DVD from DVD Productions. The company's website said to allow 6-8 weeks for delivery. Since the middle of May, I've been trying to get what I ordered to no avail.
I ordered a DVD of the LA Marathon for $49.95 from DVD Marathon. The confirmation number is D106934. According to the web site, it takes 6-8 weeks to get the DVD.
May 14: I called CitiCards to get the phone number of the company which did the DVD (DVD Productions) and was given the number 888 263-2690. I called at night and reached a live person. I gave my work phone number for a call back the next day.
May 15: I called again on my morning break and found out that the person I spoke to last night works for a message center. I again left my work phone number. I called again on my afternoon break (at 3:19 PM), and left my work phone number again. After arriving at home, I checked further and found that the web site for this company is DVD Marathon I wasn't sure about this because the website said DVD Marathon while the charge to my credit card was from DVD Productions. However, the bottom of the website says DVD Productions LLC (limited liability corporation). I examined their website and found that it doesn't say very much. On the contact part of it, it only gives a form to fill out with no contact or telephone information. I filled out the form and after sending it, was given a message that I would be contacted shortly.
I have a really bad feeling about this. I think I've been taken. Tomorrow, I'm going to call the LA Marathon and see what they know about this company. I'm mad at them too as I've e-mailed them twice for information on this and neither of my e-mails has been addressed. After entering this, I checked the BBB to see if they have a record of this company. They do - as DVD Marathon at 9903 Santa Monica Blvd #167 in Beverly Hills (90212).
According to the BBB, the business started on 1/1/04 and they created their record on it on 8/10/05. Their contact was a Steven Mancini. The BBB shows three complaints against the firm; two for agreeing to perform according to their contract and another which was "unassigned." The BBB gave the company a "B" rating. The nature of the company's business is that it does graduation videos.
Later on the 15th, I did get a response back from DVD Marathon to my e-mail which went as follows: We apologize for the delay. We are doing our best to ship the DVDs to our customers. The new estimated time of delivery will be within the next 18 days. We appreciate your patience. Thank you, DVD Marathon. It would be nice if they put a persons name on this. I'll sure think twice before ever ordering another DVD if this company is the one doing it.
May 22: When I arrived at work, I reviewed a voice mail from "Steve" at DVD Marathon. He said he didn't know why I was calling but returned my call. I also received an e-mail from Daniel T. Stiner of the LABBB which said that all the complaints against this company were for shipping delays and that each complaint was responded to by the company agreeing to ship the order. Two complaints were unresolved which meant that the last they heard they were dissatisfied with the company's response. They're not sure if they eventually received their DVDs or not. The most recent complaints were filed in March and April.
June 6: I sent an e-mail to DVD Marathon asking if my DVD has been shipped or will be shipped this week. I added that if it isn't being shipped this week, then I want the order canceled and my credit card credited.
June 7: Since DVD Marathon failed to answer my e-mail, I called and left word for Mr. Mancini to call me. I gave both my work and home numbers.
June 8: On my morning break, I called the LA Marathon (310 444-5544) and spoke to John Wilson. After explaining the problem, he asked me how I paid and I told him by credit card. He suggested that I call the credit card company and dispute it. I asked if they've received other complaints and he said they have and this is embarrassing to them. He gave me the cell phone number for Steve Grudenic (310) 975-9118 and his e-mail ([email protected]). I told him that the BBB has complaints against them for not performing to contracts. He was unaware of that. While I was on my lunch break, I called Mr. Grudenic and told him who I was and why I was calling. He asked if I had received an e-mail about the delay and I told him no. Mr. Grudenic said the DVD's will go out on 6/12. He blamed the problem as a "technical" problem which happened when their main system crashed and they had to re-enter everything. They will be sending it out via media mail and I should have it by the end of June.
June 9: I filed a complaint against DVD Marathon via online with the BBB.
June 11: I finally received an answer to my e-mail to DVD Marathon of June 6. Contrary to what Mr. Grudenic had told me, this e-mail says my DVD will be shipped on June 16 and to allow 8-10 business days for USPS Media Mail delivery.
June 17: Sent an e-mail to DVD Marathon asking if my order had been shipped. An automated response came back saying I needed to provide more information so that they could help me. I tried responding on the link they sent but it wouldn't go through.
June 18: I tried again to send them my question, using the link they supplied and again I got a message saying it wouldn't go through. I then went back to the main reply and replied to them through that, providing the information they needed.
June 20: Although I had replied via the e-mail link to the sender, I never received an answer back. I again tried replying via their link, but although I tried three times, I received an error message each time. I filed a complaint with the California Department of Consumer Affairs. I was given the temporary online tracking number CU-07-0620174823 and their phone number (800) 952-5210 if I don't hear from them in a reasonable time. I left another voice mail message with the company's answering service for a call tomorrow. A previous message for a call back on Monday was unanswered.
June 20: While I was out on my break, Steven called. Again, he said he didn't know who I was. I called the company back and left another message with their message center. I told the woman why I was calling. I also gave her my confirmation number.
June 21: I received a response from the California Dept of Consumer Affairs which said that it appears they're unable to help me and added that I should go to Small Claims Court.
June 22: Steven called me at the office at 9:18 AM and told me that some shipments have gone out but he can't tell if mine was one of them. The system needs updating or something. He feels that in 7-10 days the orders will be completed and that it takes 8-10 days to get it as they ship via media mail.
June 27: I called CitiCards and s/w Tasha. I explained the entire sordid story with this company and asked her to put this in dispute. Tasha said a credit will be issued for the $60.51 in two days. The merchant will be contacted and given a chance to respond. I asked her if it's possible to put in their contact to tell the merchant that if it hasn't been shipped, to just cancel it as I don't want it any longer. She understood fully. She asked me not to delete any of the e-mails I received back. I told her I don't delete them until after I get what I ordered.
June 29: I managed to reply to their request of the 18th requesting more information. I told them that I want to know if the order has been shipped and the details. I also said if it has not been shipped, that I want the order canceled and my credit card credited for the purchase.
July 2: Since my e-mail of the June 29 wasn't answered, I called the company's answering service and left my phone number for someone to call me tomorrow at work.
July 3: No one returned my call from last night. However, did receive an e-mail response stating: We apologize for the delay. Several weeks ago we experienced some technical difficulties which have caused this delay. We are still in the process of shipping out the DVDs. It may take an additional 7-10 days to ship all orders. If you did not yet receive the DVD, please allow an additional 14 days. We appreciate your patience. DVD Marathon. I responded to them (via the reply method) that I want to know where my order stands and that I want my credit card credited if it hasn't been shipped. I soon received another of their "we need more information" e-mails and responded to that, saying I want to know if it has been shipped and if it hasn't, then I want my credit card credited.
My advice to everyone, is don't patronize this company. It has a bad track record and no customer service as well as people who lie through their teeth. Their website says to allow 6-8 weeks for delivery and even though it's over 90 days now since I ordered the DVD, I'm told that when it's shipped (if it's shipped), it will go by media mail which is the cheapest shipping available. A reputable company would pay for expedited shipping to help make up for their screw up. A reputable company wouldn't make the customer wait even longer to get something they should have gotten weeks earlier.
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