Direct Holdings Americas, Inc.

Review: 1. I was never informed the product returned needed to be post marked/received by April 5, 2014.2. When inquiring about the product refund was when I was informed that the product had to be returned within 30 days of the shipping date.3. According to the tracking from USPS ([redacted]) the package was received on 4/15/14 at 8:15 am. However their system says the package was received on 4/25/14, ten days later.4. They refused to refund both the initial payment and a subsequent payment they processed on 4/21/14, six days after receiving the product back in their warehouse.5. After speaking with a supervisor and their verifying that I was correct about when the product was received by them. I was given a refund of the payment that was charged after they received the product back.Desired Settlement: Their return policy needs to be clear. It was my understanding that I had 30 days from the date I received the product to return it. Not 30 days from the date the product was shipped.They also need better trained customer service reps. I should not have had to ask to speak to a supervisor to have my issue taken care of.

Business

Response:

On behalf of Direct Holdings Americas Inc., I do want to apologize for any concern or confusion this matter might have caused. Our records indicate that we received an order under the name of [redacted] on 3/3/14. During the order process, we inform our customers of our 30-Day Money Back Guarantee; meaning customers have 30 days from the shipment date to return their order for a refund of the purchase price. This policy is also provided in writing with every customer shipment. In order to account for transit times, we build in a grace period for returns. Since **. [redacted]’s order shipped on 3/5/14, it needed to be returned to our warehouse by 4/11/14. Because her return did not arrive in our warehouse on time she was informed that the return could not be accepted. We are sorry if she did not understand this policy but if the customer believed that the return was due 30 days from the date of receipt as she stated, then she still did not return the product on-time as the shipment tracking indicates that the order was delivered to her on 3/10/14. We do not see any wrongdoing on the part of Direct Holdings Americas Inc., as our return policy is explained at the time purchase and provided to customers in writing. While we do not believe we are at fault, we are willing to make an exception to resolve this matter quickly. A refund will be issued to credit card on file for the purchase price; she should see that refund on her credit/debit card within 3-5 business days. We do hope that this explains the situation to their satisfaction, as Direct Holdings Americas Inc. truly values our customers and work hard to keep their trust. Sincerely, [redacted] Assistant Manager, Customer ServiceDirect Holdings Americas Inc.

Review: I ordered Season 1 Power Ranger Set from Time Life and I was sent the incorrect order. I specifically identified what I wanted on the check that I sent in the mail and I was sent the Carol Barnett series instead. I called the company numerous times, starting with when I recieved the incorrect product (I believe it was 10/24/12)and I convinced the company (since they sent me the wrong product) to allow me to send it back with free shipping so I waited about a week and a half/two weeks and they sent the return paperwork to send it in the mail for free. Also during that time I ordered the correct product that I wanted in the first place so that means I was not only out the money on the incorrect product but also what I had just spent to get the correct product. I called them a few weeks later when I did not recieve my money back and they told me wait 4 weeks. I called about 3-4 weeks later and they told me the same thing, so I called probably about 7-10 times since I recievd the wrong product and they keep telling me wait 2-4 weeks and no refund money shows up. I requested last time I called to speak with the manager and I was denied that opportunity and was told to wait 2 weeks for my refund check. It has been two weeks since that conversation and no check. It has been about 4-5 months since Time Life has acknowledged that the incorrect product that they sent was received by the company and that my refund check was on the way.Desired Settlement: I deserve the refund of $29.99 (If not more for the company making me wait 4-5 months for a refund check. Their policy is for the customer to send the incorrect product within 30 days, they should follow the same procedure if they expect that.) that I specifically sent for the Power Rangers DVD set, when they sent me the Carol Barnett Series instead. I returned the product and Time Life has acknowledged that the product is returned and that there should be a refund check sent of $29.99.

Business

Response:

On behalf of Direct Holdings Americas Inc., I do want to apologize for any inconvenience this matter might have caused.

Review: I received an email about ordering a music collection from this buisness and when I callled I was denied to pay oninstallments because of a mistake that was their fault....not mine...........my previous credit card had expired and I didnt know it......and it took them since april to figure it out.......so I got a bill in the mail on 7/9/14 and callled and explained it to the rep and she said ok no problem and took my new card info down and said the rest of my installments will be billed to the new card.......then I callled later and spoke to a rep named teagan who let me speak to a supervisor who denied letting me speak to a supervisor above her.......this was an innocent mistake...I had forgotten that my credit card expired and they are saying its my job to notify them......that the card expired..well I forgot.......and obviously so did they.....if it took them 4 months to send me a reminder and a bill........they were unproffessional and rude and impolite.........the supervisors name is sally...............she refuse to gimmme her last name......so..they refused to take my order unlesss I paid it off in full....and I cannot pay off 300 in one shot so I requested a payment plan like they do with their other customers...........it was an innocent mistakeDesired Settlement: I want to place my order and for them to honor a payment plan like they do for all their customers........I cant pay 300 dollars in one payment......they want payment in full.......I made an innocent mistake........................and it was thier fault tooo

Business

Response:

On behalf of Direct Holdings Americas Inc., I do want to apologize for any concern this matter might have caused. However; we do not believe that there has been any wrong-doing on our part. On 4/17/17, [redacted] purchased two products from [redacted] and opted to pay for each in 5 installments to be charged every three weeks. On 6/20/14, he defaulted on that installment agreement and fourth installment payment for each order was declined. He was sent a bill on 7/3/14 notifying him that his account was in default and of the outstanding balance due. When a customer’s account goes into default, we do not allow additional installment orders to be placed until the balance is paid. To date, [redacted] still owes a total $53.18 for these two orders. When [redacted] contacted our Customer Service department on 7/9/14, he was told that he would have to bring his account up to date before additional installment orders could be placed. We do not believe that this was an unreasonable request; however, [redacted] became upset and told the representative that was going to report this to the Revdex.com. There has been no wrong-doing on the part of [redacted] as it is not our responsibility to manage a customer’s finances. We notify our customers via mail when an account goes into default, as would any other company. If a customer simply pays the outstanding balance due, their account could be fully re-instated. In addition, [redacted] circumvented our policies and created a new account for himself on 7/9/14, with slightly different information. He placed an order on 7/9/14 for the Doo Wop collection in five installments. This order shipped on 7/11/14. Because of that, no additional action needs to be taken on our part. We do hope that this explains the situation to your satisfaction. Sincerely, Curtessa P[redacted] Assistant Manager, Customer ServiceDirect Holdings Americas Inc.

Review: On December 25, 2013 I ordered (online) a set of DVD's entitled "Carols Crack Ups". When placing the order I selected next day delivery which incurred an additional cost of $26.50. I received a email response stating that the order was received -along with the order number [redacted].

The next day, December 26, 2013, when the order did not arrive I checked the website tracking and was informed that the order was still being processed.

On Friday December 27th I called the companies 800 number from which I received a recorded message stating that the representatives were experiencing heavy call volume. However I was given the option of leaving a message and a representative would return my call by the end of the day. I choose to leave message in which I explained my issue and gave my contact information. As of Monday December 30th I have not received a return call.

On Monday December 30th I emailed the company (on their web based contact form) notifying them of the issue and the repeated request to cancel the order since it didn't ship on time. At this time their web based tracking information still shows the Order is Being Processed.

I'm only asking that the cancel the order and that my credit card is not charged. I have not been able to get in touch with them to confirm that the order will be canceled and won't be shippedDesired Settlement: Cancel my order and do not charge my credit card. It would also be nice if the replied to any of my messages letting me know that this matter is resolved.

Business

Response:

On behalf of Direct Holdings Americas Inc., I do want to apologize for any inconvenience or concern this matter might have caused.

Review: I have contacted the company twice this week in an attempt to locate my ordered goods. On both occasions, customer service failed to provide assistance. First, I was told that my product was "on route to my local post office" a number of times, and that it would be delivered within two days. Two days later, I called and was told that it had been delivered to me. It had not, but the customer service representative did not rely on my information. I pointed out that the package tracking provided by the company's shipping vendor indicated that the package had been delivered - back to the company. I asked if my product could be sent to me immediately, as something had gone wrong with the company's shipping vendor. The customer service representative took no responsibility for the lost shipment. I asked what the procedure was when a lost package showed up back at the company. The customer service representative stated that I would not have been notified. This concerned me. The customer service representative stated that neither she, nor anyone else in customer service, is able to contact the warehouse where my product was located. This also concerned me. The customer service representative stated that no one in her immediate facility had the capability to contact anyone in the company who would be able to tell me where my package was. I asked to speak to someone who may know more about the company's shipping procedures. This was also denied. As of right now, I do not know where my package is, what went wrong with the company's shipping vendor, or when I will receive my product. The customer service representative was unable to give an estimate more specific than 4+ weeks, despite the fact that my package is most likely sitting in the company's warehouse receiving area. Rather than taking responsibility for the problem, the customer service representative stated that my local post office was to blame, and that I should contact them. I disagree; I think that the company should reach out to its shipping vendor to correct the problem.Desired Settlement: I would like the company to take responsibility for the following: shipping problem and communication failure between the customer service office and warehouse. It is not my responsibility, as a customer, to figure out why my product has gone missing. In addition, I would like a detailed explanation as to why the customer service office is unable to communicate with its warehouse. I was told that this is because it is in another state. I believe that I was being lied to.

I am hoping that my paid-for goods will be located by someone and delivered to me.

Business

Response:

On behalf of Direct Holdings

Americas Inc., I do want to apologize for any inconvenience or concern this

matter might have caused.

[redacted]’s order for the

Wonder Years collection was originally shipped on 9/18/14. We do apologize that

is was not handled or delivered as it should have been. We are still trying to

ascertain why USPS could not deliver the package to [redacted]’s address.

I also want to apologize for

the service she received when calling our Customer Service Center. The

representative did not handle this situation correctly or give [redacted] the

correct information regarding our company policies. In a situation where a

package is returned as “undeliverable” we certainly take the

appropriate action of reshipping the order or refunding the customer, depending

on whether or not we are able verify the address.

Our company uses several

vendors in different locations. CSRs are typically not in direct contact with

the warehouse; however, the she should have escalated this issue to our

corporate office so that the proper research could be done with the warehouse and

a resolution could be reached. This agent will receive immediate re-training so

this does not happen again.

Once the customer stated the

package was not delivered and tracking verified that, the agent should have

immediately shipped an additional package to her. A second package was shipped

to [redacted] on 10/10/14 and should arrive this week. . Again, we do

apologize for the mis-handling of this situation.

We do hope that this explains the situation to her

satisfaction, as Direct Holdings Americas Inc. truly values our customers and

work hard to keep their trust.

Sincerely,

Curtessa

P[redacted]

Customer

Service

Direct

Holdings Americas Inc.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Review: I purchased [redacted]'s @ advertised price of 49.95 + tax, onetime payment. My credit card was charged 88.48 & said we still owe 88.48

7/12/2013 Ship date - Acct [redacted] Item #[redacted] Power of Love 9CD Set Charged $88.48.

My husband and I called [redacted] after hearing a advertisement on T.V. They said the Power of Love C.D's were 49.95 + 4.49 Tax = $54.44. However $88.48 was charged to my [redacted] account [redacted]. They claimed that the C.D's were 149.95 + 13.49 = $163.44 (Splitting the 163.44 / 88.48 First charge to my [redacted] account + 74.97 Recent collection notice amount). We initially only agreed to pay $54.44. I called [redacted] after receiving the Collection Notice (Invoice#[redacted]) for the additional amount of $74.97. I never took notice of the initial amount of $88.48 charged on my [redacted] account, due to paying monthly bill online and only seeing payment due. I called [redacted] to complain about the charges and to speak to a supervisor but the representative conveyed there was a high volume of phone calls specifically because of unknown billing charges. I gave the representative my number(Rep requested to have my phone number) and conveyed my concern to stay and wait on the phone until a supervisor became available. I was on hold for 2 min until their line disconnected.Desired Settlement: I would like for [redacted] to cancel the charges shown on Collection notice #[redacted] and refund my card $34.04, the difference on $88.48 and $54.44. Thank you.

Business

Response:

On behalf of Direct Holdings Americas Inc., I do want to apologize for any concern or confusion this matter might have caused.

Review: Time Life I am writing on behalf of my father, [redacted]. In November of 2012 he ordered over the phone 'The Carol Burnett Show' DVD set from Time Life. Somehow he received 2 sets of this order. In trying to help him with some financial info, I discovered that he received the 2 sets. He thought that it was just 1 set. He was also billed for the 2 sets. I then called Time Life and explained the situation and asked if we could return 1 set. (They have not been opened). I spoke with a supervisor, [redacted], ID# [redacted] who informed me that there is a 30 day return policy. I understand this. However, Time Life still sells this collection and could easily take 1 set back and re-sell it. The supervisor refused to help with this in any way.I fully believe that when my father ordered this over the phone, the customer service associate entered the order twice and like I stated when my father received the product he just assumed it was 1 set. I believe the customer service associate took advantage of a senior citizen when they did this.I am more than willing to return the 1 set to Time Life and would like a credit of$111.94 mailed to my father in the form of a check.

Product_Or_Service: The Carol Burnett Show on DVD

Order_Number: [redacted]

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

$111.94 in the form of a check mailed to my father's home

Business

Response:

On behalf of Direct Holdings Americas Inc., I do want to apologize for any concern or confusion this matter might have caused.

**. [redacted] responded to a television advertisement for the 11-DVD Carol Burnett Collection on 11/6/12. During the order process, **. [redacted] was asked if he would like to upgrade his order to complete 22-DVD set; he declined this option. He was this asked he would like to purchase a second 11-DVD set for a friend or family member, he agreed and his order was processed accordingly and shipped on 11/7/12. Our return policy was explained at the time the order was placed and is also included in writing with every shipment.

We do not see any wrong-doing on our part. **. [redacted] was not obligated to purchase this set and could have declined, as he did the other offers that were presented to him. We believe this to simply be buyer’s remorse; the customer was not taken advantage of by any means.

We will make an exception and accept this late return. However; we would require the return be sent to the address below so that it could be processed correctly. In addition, it is company policy to issue product refunds to the original form of payment, meaning the refund would have go to **. [redacted]’s [redacted] card ending in [redacted] since that is how payment was originally made.

StarVista Entertainment/Time Life

Attn: Customer Service

#[redacted]

We do hope that this explains the situation to the customer’s satisfaction, as Direct Holdings Americas Inc. truly values our customers and work hard to keep their trust.

Sincerely,

Assistant Manager, Customer Service

Direct Holdings Americas Inc.

Review: I ordered the Golden Age of Country CD Collection advertised for $119.95, free shipping from watching a RFD Channel. Apparently they said I agreed to something additional, but can't produce the recording. To date I have had $239.91 deducted from my checking account. I would not have agreed to this additional amount and will gladly return any portion or all of what I have received. I have contacted them many times and have to date received no results. They say the 30 day return policy is over. The last deduction to my account was made on March 29, 2013. Please help.Desired Settlement: Would like only the amount of $119.95 honored. All other monies returned.

Business

Response:

On behalf of Direct Holdings Americas Inc., I do want to apologize for any concern or confusion this matter might have caused.

Review: THIS IS IN REGARDS TO ORDER # [redacted] On Thursday, November 27th 2014 I looked to see the availability of The Wonder Years Complete Series on your website, [redacted].com. At the time, there were three versions offered for purchase at the following price points:

The Wonder Years, Complete Series: $249.95

The Wonder Years, Experience: $299.95

The Wonder Years, Experience – Signature Edition: $249.95, marked down from $299.95

My intention was to purchase The Wonder Years, Experience, but I was prompted to upgrade, using code [redacted] for the Signature Edition priced at $249.95 as you were advertising on your website. I was prompted to upgrade on a few occasions, once when adding just the Experience Edition to cart and once again at checkout, so I decided to upgrade. However, the coupon code would not process. As a matter of fact, I tried to add ALL THREE PACKAGES being offered and the code would not work for any, regardless of which item I added to cart. I assumed it was an error on your end, so I placed an order as I eagerly wanted to take advantage of this promotion/Black Friday special.

However, I have noticed on my credit card that I have been charged the full amount, $499 and not the $249.95 as advertised. I have attached screen shots as evidence of your promotion and advertisement.

I have tried reaching out to customer service via telephone and email and have yet receive a sufficient response as I would either like to be sold the product at $249.95 as was originally advertised, or not as all as I would gladly return the item and be fully refunded the $499 that I am now being charged. I was told that returning the item would not be possible for this item.Desired Settlement: I would like to be refunded in the amount of $250, as I was charged $499 for an item I believed to be on sale for $249.99.

Otherwise, I would be more than happy to return the item to the merchant, as it is factory sealed for a full refund.

Consumer

Response:

From: [redacted]<[redacted]>Date: Sun, Dec 7, 2014 at 12:53 PMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: [email protected],

Review: Last fall I ordered CDs from this company. I prepaid the order ($197.00) When they were sent I changed my mind and returned them. I sent them "return to sender" as I hadn't opened the package. Quite some time later, December 28, 2012, they sent me a letter stating they would not refund my money because they did not received the return prior to 30-days from the time they were sent from their office. I really don't know if that is true since I don't remember when I received them or when I returned them. But, I do know they never made me knowledgable of a 30-day Money Back Guarantee timeframe. I don't believe there was mention of it on the TV advertisement. Since I didn't open the package, I would note have found any notice sent that way.I called them shortly after receiving the letter from them that refunsed to refund my money. I was told there was no way they would make that refund and nothing I could do about it. Anyway, they now have their product returned in perfect condition and my money.

Product_Or_Service: CD's for Carol Burnette Show

Account_Number: Account Number [redacted]Desired Settlement: DesiredSettlementID: Refund

I would like a refund of my payment.

Business

Response:

On behalf of Direct Holdings Americas Inc., I do want to apologize for any concern or confusion this matter might have caused.

Review: CHARGED BEFORE BILLING DATE CUASE LATE FEE AND OVER DRAFT WITH BANK.

I CONTACTED TIME LIFE WHEN I ORDER THE "CAROL BURNETTE" DVD COLLECTION ABOUT MY BILLING, SINCE IT WAS ON BACK ORDER THE PAYMENT WAS NOT BILLED TILL, THAT DATE ON WHICH I WAS TOLD 21DAYS AND EVERY 21DAYS I WOULD BE BILLED FOR MY INSTALLMENT PAYMENTS. THEY TOOK AND INSTALLMENT PAYMENT OUT EARLY FOR JANUARY AND IT CUASED A RIPPLE OF ISSUES. MY CAR INS WAS BOUNCE OUT BC TIME PAYMENT WENT IN FIRST I NOW HAVE TO PAY A LATE FEE $25.00 AND AN OVERDRAFT FEE OF $35.00 FOR MY BANK. IF TIME LIFE HAD STUCK TO THERE PAYMENT SCHEDULE AS FIRST SAID THEN MY CAR INS WOULD BE PAID AND THE TIME LIFE PAYMENT WOULD GO THROUGH FOLLOWING THE CLEARANCE OF MY WORK CHECK. THEM PROCESSING EARLY REALLY HOSED ME UP. I CONTACTED THEM TWICE BY EMAIL WITH NO RESPONSE.Desired Settlement: I OWE $39.98 ON MY BILL FOR TIME LIFE I WOULD LIKE THAT TO BE PAID IN FULL, WITH $20.02 REFUNDED TO MY CARD ENDING 2374 TO EQUAL TOTAL MONEY LOST $60.00 DUE TO LATE FEE / BANK OVER DRAFT. I THINK IT IS A SMALL REQUEST AS I DO SPEND MONEY WITH THEM DURING THE HOLIDAYS FOR GIFTS EVERY YEAR, FAR GREATER THEN THE AMOUNT HERE.

Business

Response:

On behalf of Direct Holdings Americas Inc., I do want to apologize for any concern or confusion this matter might have caused.

**. [redacted] purchased the Carol Crack Ups collection via our website on 12/12/13 and chose to pay in 5 installments. The first installment is billed once the product ships and the remaining installments are billed every 21 days thereafter. **. [redacted]’s installments payments have been processed on schedule. To date, she has paid 4 installments which were processed on 12/16/13, 1/6/14, 1/27/14 and 2/17/14. The last installment is scheduled for 3/10/14.

**. [redacted]’s claim of an installment being charged early is incorrect. As the installment payments were processed every 21 days as quoted, we do not see any wrongdoing on our part. Therefore, we do not believe **. [redacted] is entitled to a refund or reimbursement of overdraft fees.

We do hope that this explains the situation to her satisfaction, as Direct Holdings Americas Inc. truly values our customers and work hard to keep their trust.

Sincerely,

Assistant Manager, Customer Service

Direct Holdings Americas Inc.

Review: I ordered Music of Your Life May 26, 2013. I received an email the next day or shortly thereafter stating the charge. It was double what I anticipated. I immediately tried to call them to cancel it and they refused.

I refused the shipment with the USPS on June 5, 2013. They gave me a tracking number on the parcel of [redacted] and sent it back unopened to the sender. Time-Life has billed my [redacted] credit card $311.63.

I have spent the past two months trying to get the USPS, [redacted] and Time Life to reconcile the situation, even utilizing 3-way conference calls. [redacted] with Time-Life said [redacted] in Corporate would have to respond to the situation and to contact USPS to ask where the parcel was. The USPS tracking online shows the parcel arrived in [redacted] Ohio on June 19, 2013. Time Life claims they never received the parcel. They will not refund my money. I have attempted numerous times to resolve the situation to no avail.

I contacted [redacted], who through their internal investigation, have attempted to resolve the situation.

8/20/13 I contacted [redacted] at USPS. He put in an MRC to put a search on the product with their facility. He has no idea where the product is at this time. I am uncertain as to how to proceed since each party says they do not know what to do.Desired Settlement: I would like Time -Life to give me a credit on my [redacted] Card.

Business

Response:

On behalf of Direct Holdings Americas Inc., I do want to apologize for any concern or inconvenience this matter might have caused.

Our records show that **. [redacted] responded to a television advertisement for the Music of Your Life collection on 5/25/13. During the order call, she was offered the opportunity to upgrade her order to the complete collection for $287.88 + tax. Our records indicate that she agreed to this purchase and her order was processed accordingly. We are sorry if this was not her intent or she did not fully understand this offer.

We provide a copy of our return instructions and guidelines with each customer shipment. They explain that we offer a 30-day money back guarantee of all products; however, return shipping is the responsibility of the customer and we recommend that you acquire tracking and insurance for the entire value of the product. We do not take responsibility for items that become lost in transit and cannot issue a refund until the item is returned. As the customer stated, the package is in Ohio and has not been delivered to our warehouse in Kentucky.

We do not see any wrong-doing on the part of Star Vista Entertainment/Time Life as the customer did not follow our return instructions and recommendations. In order to resolve this matter, we make an exception to our policies and issue a refund of the purchase price. She should expect to see the refund on her next credit card statement.

We do hope that this explains the situation to her satisfaction, as we truly value our customers and work hard to keep their trust.

Sincerely,

Assistant Manager, Customer Service

Direct Holdings Americas Inc.

Review: I ordered an item on Nov. 22, 2013My [redacted] was billed for this item on 12/16/13 by Direct Holdings America Inc. (DHA & [redacted]) I received the item on 12/17/2013.It contained a "Welcome Package" available to me for a "30 day trial period".I was charged $24.95 on 12/30/13 just 13 days after receiving the "Welcome Package" NOT 30 DAYS after receiving it for review which would have ended 1/29/14.I called 866 612 9761 to cancel on 1/2/14 ( cancellation #[redacted]) and asked that $24.95 be refunded because I had the item less than 30 days..I was refused by [redacted] and her supervisor [redacted]. They were including the days I did NOT have the item. I was also given a non existing email address to file my complaint. [email protected]'ve written twice to the address above; in KY. but, they did not respond.Desired Settlement: I would like a refund of the $24.95 I was charged "Because I did not cancel on time" I cancelled 16 days after receiving the "Thirty Day Trial Welcome Package".Thank you for your assistance.

Business

Response:

On behalf of Direct Holdings Americas Inc., I do want to apologize for any inconvenience or concern this matter might have caused.

When **. [redacted] placer her order on 11/22/13 she was presented an offer from an independent 3rd party company. During the order process the trial terms were explained, along with information how to begin using the club rewards. We are sorry if she did not understand the offer.

As this was an offer from a 3rd party, we do not have access their records nor was the $24.95 payment made to [redacted]. The product purchased from [redacted] and the club entered into with The Rewards Center were two separate agreements and purchases. Any dispute involving The Rewards Center will need to be made to that company directly.

We do hope that this explains the situation to their satisfaction, as Direct Holdings Americas Inc. truly values our customers and work hard to keep their trust.

Sincerely,

Assistant Manager, Customer Service

Direct Holdings Americas Inc. dba [redacted]

Review: On 3/23 I ordered soft rock cd box set. When I received it it was damaged. Called customer service and was told to send back. I reordered it on 3/28 and box cd's come in was damaged, on 4/5 a new box wes sent to wrong city, I had to call again for another one to be sent to the right city. On 4/13 I opened one of the cd and it was cracked called customer service and was told that a new one will be sent out I wanted to make sure with them that it will go to the right city, and it didn't. I still don't have it for 5 months I have been calling and nobody wants to help me. I spoke with a supervisior on 9/15 and she ssid she will send me another one for the error of the wrong city it was sent, called back and customer service said they don't see another one ordered.On 6/10 placed an order for heart of classic rock and it was missing part of the plastic case, called customer service and I wanted a replacement and they said I had to return it first. I reorderd two of the cds and they won't let me buy the other two. On 8/22 I ordered soft rock for a gift and when I received it the cds were wrapped in plastic, I opened it and everything was in pieces, called customer service and spoke lto 3 rude reps. send it back. I send back the cds like I was told to by customer service, I tried to place an order on 9/13 and I was told that I am not allowed to order anymore because of all the returns, I told them that I did as customer service told me to do, and now I am told there is a policy. Maybe customer service should explain the policy, All the cds were still wrapped in the plastic, they were damaged or cracked, I don't buy damaged cds. I asked for a supervisior, this is the first time aI ever spoke with a supervisior, and told him about the cd from 4/13 and he said another on will be sent, and the problem with ordering, he told me he would clear this problem up, called back on 9/15 and supervisior I spoke said there was nothing on my account for this conversation. The supervisior toldl me she will resend me the cd for the mistake of the city, and clear up the problem with the do not sell. I called bacl after I loooked at track orders and it shows cancelled. I called back spoke with a rude customer service rep, who would not transfer me back to the supervisior and wanted to know what my problem is. I call back until I got the supervisior back There was no reason to put me on the do not sell list, I followed what customer service told me to do. It cost me over $20.00 postage to send it back,Desired Settlement: I am looking for the replacement of the cd that went to the wrong city, I paid for it and I still don't have it.

Business

Response:

On behalf of Direct Holdings Americas Inc., I

do want to apologize for any disappointment this matter might have caused.

After a review of this account we believe that

it is no longer prudent to continue doing business with [redacted]. Our

records indicate that a claim of damaged items has been made with virtually

every purchase that has been made from [redacted]. Because we are

unable to guarantee the handling of these items by [redacted] or USPS, we feel it

does not make any sense to continue processing shipments.

Concerning the replacement for item entitled Heart of Classic Rock that went to the

wrong city; this order was corrected and a replacement CD was sent to the right

address on 6/18/14. In addition, the customer has been fully refunded for the purchase

price of this order, $107.96. Refunds were processed on 6/23/14 in the amount

of $80.97 and 7/2/14 in the amount of $26.99. Therefore, we do not see the need

to ship out another replacement.

This customer has one open order for the Legendary Voices collection (which the

customer has requested and received replacements for also) that has a balance due of $53.97.

The balance of this order will be charged to the customer’s credit card in two

installments of $26.99, as agreed upon at the time of purchase.

Again, we do apologize for inconvenience or disappointment this

matter might have caused but we believe that this is the best business decision.

We do hope that this explains the situation to

your satisfaction.

Sincerely,

C. P[redacted]

Assistant Manager, Customer Service

Direct Holdings Americas Inc.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: The damage cd's are send to me from your warehouse, not [redacted] or usps The plastic is cracked and the cd's are cracked., The cd that went to the wrong city is More than a feeling. it was in April 13th, order no. [redacted], it had nothing to do with heart of classic rock, so there was nothing replaced.

Regards,

Business

Response:

I am sorry if there was some confusion as you were not

specific and have made this claim numerous times. The replacement for More Than A Feeling was shipped on 4/14/14

via [redacted]; tracking number [redacted]. The [redacted] records show that is was

delivered to the customer’s address in [redacted], NY so we’re unclear as to why she

believes it was not sent to the correct place. We’re happy to

send another but, again, the damage is

happening in transit after the items leave our warehouse. Meaning, it is

outside our control as we cannot guarantee the handling of the package by [redacted]

or USPS.

As stated previously, we do not believe it makes sense to

continue accepting these orders due to the numerous damage claims.

Regards,

C. P[redacted]

Direct Holdings America Inc.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:The cd was never delivered to my home, I don't live in [redacted] Joel, I don't know where it was delvered to but not here. Also, you keep on blaming [redacted] AND USPS for the damage, it is not them. the shipping box has NO damage, it comes from your warehouse, they are shipping CRACKED CD"S Maybe you should look into quality control, so this problem doesn't happen, also, two of the cds that were re-shipped: (1) didn't play, and (1) skiped a song, it seems that you think that you have cd's that are perfect, well you don't. I don't think you should call me a she, whatever you are, now I know why your customer service department is so rude and nasty, if you don't want my business that is fine, it is your problem.

Regards,

Review: I concacted timelife starvista entertainment telling them I like to place and oder for the following collection of cds they are easy 80s 18 cds and singers and songwriters 19 cds and country's got heart 1`7cds and lifetime of country romance 18 cds and body + soul 14 cds and ulimate rock ballads 9cds and legends get it on and legends rock on and legends do it again and legends the wild side and legends we will rock you and legends twlight zone and classic country 1980- 1984 and the following dvd the six million dollar man a the complete series and get smart the complete series I asked if it is possiable can you guys send the invoice with the order according to one of the customer service representives told me the invoice will be included in my order wich I never received yetDesired Settlement: if I get the order listed of above and if the can send the invoice with the order.

Business

Response:

On behalf of Direct Holdings Americas Inc., I do want to apologize for any confusion this matter might have caused.

Review: I ordered what purported to be the complete series of the television series China Beach on DVD. Upon receiving the box set I discovered several episodes were missing, even though at least one was listed in their advertising.

Missing from Season Three:

The Unquiet Earth (this episode is listed on the disc sleeve as contained herein)

Skin Deep

Dear China Beach

Who's Happy Now

Missing from Season Four

History Part 1

History Part 2

Fever

Juice

One Giant Leap

One Small Step

The Call

I Could Have Danced All Night.

I contacted Star Vista Entertainment/Time Life and received an e-mail (dtd 17 September 2013) from **. [redacted] in their Customer Service Department. I was asked to identify which episodes were missing. I responded on the same day. I have yet to receive a response.Desired Settlement: At the very least, I expect a pro-rated refund based on the number of episodes that are not present on the DVD.

Business

Response:

On behalf of Direct Holdings Americas Inc., I do want to apologize for any concern or confusion this matter might have caused.

Review: I did receive this Invoice# [redacted] for acct# [redacted], Dated April 26, 2013 after sending below correspondence. I did not receive any response to below mail.

[redacted] March 23, 2013

[redacted] Dear Time Life Credit & Collection:

We are just now seeing your statement dated March 15, 2013. Why would a company wait so long (ship date 10/26/12) before sending an “Early Warning notice”? Surely sounds like Time Life or their representatives are in the Scam business?

We do remember receiving your package and throwing it aside. We thought it may be a gift and we did forget about the package—still unopened.

We don’t believe that we have an account with Time Life? If you want to send the credit card information, we will take the matter under review. If not, please provide information on how to return package postage free.

We don’t like the threating statement, or tardiness in sending your “Early Warning notice? If we cannot resolve matter, we do plan contacting public and government organizations to help resolve this matter.

Sincerely,

The [redacted] Enclosure: StatementDesired Settlement: We stand by our mail above.

Please note: We are leaving for vacation May 8th and return end of May. We are going cross country to Mount Tetons and Yellowstone National Parks. When we are at these parks, we anticipate email access. [redacted]

Any help resolving issue is greatly appreciated.

Business

Response:

On behalf of Direct Holdings Americas Inc., I do want to apologize for any concern this matter might have caused. However; we do not believe that there has been any wrong-doing on our part.

Review: I was watching tv and there was @ a 30 minute infomercial for smooth soul dusties cd from the 60's ans 70's. I have heard this before where they play all the tunes you heard growing up bringing back memoriesand is in my age bracket.er this as the music is in my age bracket. I called the 1-800 number on the tv to order the dusty cds.to be honest I was so busy I didn't open the box till 3-4 months later. I took a cd to work and was shocked to see that it didn't contain the listing of songs that the tv showed,but instead was 9 soul train cds with don cornelius. as a mature woman I grew up with don cornelius,but this is not what I ordered. the cds from the 60's and 70's went back to times when I was a child and early teens. I don't know why I didn't call them , maybe because I was so busy and it slipped my mind. in january 2013 I saw this same infomercial on tv. the offer was to buy the smooth soul cds for 6 payments of 28.99 AND you would receive the 9 soul train cds FREE. I immediately called the 800 number on the tv as I felt I had been cheated. I paid 5 payments of $29.99 deducted from my checking acct AND ALL I GOT WAS THE 9 SOUL TRAIN TAPES.1/26/13 time life offered to give me the 60's and 70's cd for $100.00, but I refused.I had paid my 5 payments. time life was to listen to the tape of my order And call me back in 2-3 weeks, but I never heard from them. I called 3/6/13 and was told they can't keep all of the recorded calls and my order was over a year ago.supervisor refused to talk. I don't care. you have a record of what you sent me. I have never seen an infomercial for the soul train cds on tv. they DON'T HAVE a 30 minute infomercial for the soul train cds. common sense says if they are giving the soul train cds FREE THEY COULDN'T BE WORTH 5 PAYMENTS OF 29.99.this ia a classic bait and switch. according to [redacted] the number I called was for the soul train cds. why would you be showing an infomercial for dusty cds and the 800 number shown is for something else.soul train is not worth $175.Desired Settlement: I would REALLY LIKE to receive the smooth soul dusty cds they were advertising and enticed me to call and that they took 5 payments from my ckecking acct for. the soul train tapes are decent but not worth what I paid. very dissapointed in time life. I thought they were a reputable business. their sales tactics suck and I will never do business with them again.they can have the soul train tapes if they want and give me a total refund if desired. MY MAIN GOAL IS THE 60'S AND 70'S CDS.

Business

Response:

On behalf of Direct Holdings Americas Inc., I do want to apologize for any confusion this matter might have caused. However; we do not agree with [redacted]’s version of events.

Review: Cruised with [redacted] Nov. 3-10, 2013, sailing from [redacted], FL. The information, both written & verbal, assured us that (1) we could see ALL of the shows/performers & that we could (2) photograph everything. Neither was true. (1) The space allocated for the performances was inadequate. With over 2100 people on board, it was relatively iimpossible for us to see a performer in a location that only held 200-300 people. Even though the performances were over several evenings, it would hav been necessary for us to leave in the middle of either (1) dinner or (2) another show to find seating for the following show. Many of the locations for the shows had obstacles blocking the stage & seats were also located behind walkways. In order to see shows, we had to forego dinner or abbreviate our shore stay to gain seating of any kind. (2) Photography: We were told that we could photograph anything & everything: performers, performances, etc. On the first evening, during the first show, we were just about threatened that if management even SAW a camera , we would be escorted back to our rooms to leave the camera. We were later told that a link for photographs would be provided w/i 2 weeks as well as a DVD mailed to us. The DVD arrived Dec. 28, 2013 after an EM to the company president, [redacted]. The link arrived via EM several days later. The ship did NOT have postings on the walls/entrances to the rooms where performances were indicating the room capacity. People were packed into these rooms w/o regard for either comfort or safety. This is totally against the Fire Marshall Code as capacity is required. This is a [redacted] issue; however, it's also the responsibility of [redacted]s as well as they are both aware of this issue & have ignored it/blown it off. Several times this issue was addressed in front of a capacity audience at the Mainstage & was totally disregarded. In Nov. 2013 I contacted the CEO of Direct Holdings & requested reimgursement in the amount of $1000 to compensate for the missed shows, empty promises, blocked performances, & fire marshall safety issues. This letter included pictures of the facilities in question. As of this writing, there has been no response.Desired Settlement: (1) An apology (2) Posting of (Fire Marshall) room capacity (3) $1000 partial compensation for the empty promises & shows/entertainers/meals missed.

Business

Response:

On behalf of Direct Holdings Americas Inc., I do want to apologize for any concern this matter might have caused but we do not see any wrong-doing on the part of Direct Holdings Americas Inc.

Review: Refusal for a refund that was bought as a holiday gift.

I bought 2 sets of the Dean Martin DVD at $99.00 each.One for myself and the other one as a hanukkah gif.It was given on Dec. 3rd as the holiday landed on Thanksgiving and it was the first time we had a chance to get together. It was shipped 10/28 on the invoice. I called and spoke to a representative and was very rudely talked to that it was past the allowance if returning and couldn't do anything for me. I tried to explain to her that it was a hanukkah gift and my family didn't get together til Dec. 3rd. It was NOT opened and fully intact the way I recieved it. I also told her I was keeping the one I bought for myself. She didn't want to hear anything and wouldn't let me speak to a supervisor. She told me no one was there that I could speak to and hung up on me.I thought this was a reputable organization and am very disappointed the way this was handled. I called back and spoke to a [redacted] and explained I wanted to talk to a supervisor. He told me I was speaking to one. Just a minute ago I was told there wasn't a supervisor I could speak to . I explained what just happened with a customer service representative from this company. He apologized how it was handled and said someone will contact me about the situation within 5-7 business days. He said there are exceptions to the refund . He realized it was a holiday gift and shouldn't be a problem to return it since it was bought for the holidays. He assured me a manager would contact me within 5-7 days. I'm hoping I'll hear from someone and this matter will be resolved.Desired Settlement: I only want a refund to my credit card for just one of the 2 sets I bought. Each one was $99.95.

Business

Response:

On behalf of Direct Holdings Americas Inc., I do want to apologize for any concern or confusion this matter might have caused.

Our records indicate that we received an order under the name of [redacted] on 10/26/2013. During the order process, we inform our customers of our 30-Day Money Back Guarantee; meaning customers have 30 days from the shipment date to return their order for a refund of the purchase price. This policy is also provided in writing with every customer shipment. We are sorry if this was not ideal for their situation but it is clearly explained at the time of purchase.

We received a request for the late return on 12/4/13. The customer service representative explained to the customer our company policy. The representative then escalated the account to a higher level for approval of the late return, as the customer was obviously upset. We contacted the customer on 12/13/13 to inform her that the late return had been approved and once the item(s) are received back a refund will be issued for the purchase price.

We do not see any wrongdoing on the part of Direct Holdings Americas Inc, as our return policy was explained to the customer at the time purchase. And, an exception to our policy was later granted to the customer.

We do hope that this explains the situation to their satisfaction, as Direct Holdings Americas Inc. truly values our customers and work hard to keep their trust.

Sincerely,

Assistant Manager, Customer Service

Direct Holdings Americas Inc. dba StarVista Entertainment/Time Life