DVD Empire.Com

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Yes, I did speak with this customer regarding this account. As per our terms an agreements if the account is not cancelled before the end date and time it is automatically billed for the next month at $24.99. This customer knows this process since he has used this service times.
Each time he cancelled on time and was not billed again, until he activated the account. However, it is also in our terms and agreements that an account can be cancelled at anytime, but no refunds or partial refunds will be issued as the customer has access to view the account until the expiration date that they are paid up to. I informed the customer I had cancelled the account and he would have access to the account until 01-29-2015. The customer did not like this resolution. He proceeded to tell me that this was fraudulent charge and he did not sign up for the membership at all with our company. Anytime a card holder calls and claims a charge is fraud we immediately deactivate the account and recommend to the card holder they contact their credit card company to dispute the charge and deactivate the card. Therefore, since the customer claimed he did not purchase these memberships and they were in fact fraud I cancelled the account marked it as fraudulent and advised the customer to contact his credit card company

This customer chatted in with our Customer Service Department due to an issue with streaming services he was using as part of a monthly membership. We informed the customer that we would forward his information on to our tech team because we could not replicate the issue. We forwarded
the issue on, and they could not replicate the problem the customer was experiencing. During this chat the customer indicated this service was being used for a business. After further investigation of his usage, we determined if he was using the service for a business and was logged into multiple devices and attempting to stream the services on multiple devices he would experience the issues he was having. Before we were given the chance to explain this to the customer, and deactivate his account for going against our terms of service, he cancelled the account. A refund was not and will not be issued because he used the service in full, and we have record of all the minutes used on the account. The customer recently decided he wanted to sign up for our service again, and was not allowed due to the account being terminated for violation of our terms of service. When he was informed of this, he called me a "jerk" at which time I did respond with "LOL"I admit this was unprofessional and I apologize. However, at no time was anyone rude to the customer. Please see the attached chat messages, usage and out terms of service

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***

We apologize for any inconvenience.  When we originally started the rental program we did not charge taxes to residents other than **.  However, it was brought to our attention by the state of ** that taxes needed to be charged to our ** rental customers.  Our Rental signup...

processdoes not mention sales tax specifically before you sign up.  next to the “activate” button there is a linkto review the Terms of Agreement which includes info about sales tax.  But after you activate, the membership priceon your rental info account page does show the price with tax.    We updated the Help page you referenced in your complaint:[redacted]We did however have Pages not updated, mentioning ** tax:      [redacted]o   At very bottom in “Important Info”        [redacted]o   Membership FAQ – this link goes directly to a questionwith info about ** and ** taxes in the “Important Info”  Help page not updated that mention tax but not specifically ** or **·        [redacted]o   4th bullet point under General Rental Terms ofAgreement§  Says “any applicable taxes will be applied” but doesn’t say ** or ** specifically.  Let me knowif you want that updated.Per our website we do state taxes will be charged and have updated the page that was lacking this information for ** residence.  Unfortunately we will not be refunding for the taxes charged as these were legitimately billed.Best Regards,[redacted]Customer Service Manager

Thank you for submitting this complaint.  I am sorry to hear you were having troubles with emailing our help department.  We have answered each email we received from you, and were awaiting the transaction number.  I have included all the emails you sent and the responses below. ...

I also issued a refund through Paypal for the duplicate charge. I hope this clears things up.  Please feel free to contact us if you need further assistance.Best Regards,[redacted]_________________________Re: I placed an order using paypal today and the order was cHello,Thank you for the email.  I see one order submitted on 12-26-14 for $30.73.  That order shipped out today.  If you have any other questions or concerns, please feel free to contact us again.Best regards,[redacted]CSR12/29/2014 10:49:38 AMCustomer Service[redacted]Received: 12/26/2014 4:08:39 PM EST I placed an order using paypal today and the order was chargPlease make sure I am not charged twice on paypal for today's order. ---  Browser: -[redacted]Support Call ID: [redacted]__________________________Re: I have two charges on 12-26-14 for the same amount to dvHello, Thank you for the email.  I see a paypal charge on order [redacted] for $30.73 reference # [redacted]I do not show any completed charge for order [redacted] because the order did not submit.  If you believe that you did have a charge processed for this order, please reply to this email with the paypal reference number so that I can have the billing manager look for the charge.I apologize for any inconvenience.Best regards,[redacted]CSR12/29/2014 3:30:48 PMCustomer Service[redacted]
Received: 12/29/2014 2:37:56 PM EST I have two charges on 12-26-14 for the same amount to dvdempPlease check order [redacted] and refund paypal for the charge to my credit card. Thanks. ---  [redacted]Support Call ID: [redacted]_________________________________________________________________...⇄ Re: I have two charges on 12-26-14 for the same amount tHello,Thank you for the reply.  Unfortunately the email came through the server scrambled and I am unable to read it.  Please resend the information and we can try to assist you.Best regards,[redacted]CSR12/29/2014 4:33:32 PMCustomer Service[redacted]Received: 12/29/2014 4:07:45 PM EST Re: I have two charges on 12-26-14 for the same amount to dvRe: I have two charges on 12-26-14 for the same amount to dvdempSupport Call ID: [redacted]

Review: I placed on order [redacted]) with DVDempire on 8/9/16. That order was billed on 8/23 and marked as shipped that same day. On 8/25 I called as I had not been provided a tracking number. The representative I spoke with (at roughly 9:30 EST) said she could provide no information, but that a supervisor would email me that same day. Today, 8/26, I called and was told that that the order was never shipped and that a refund would be issued. Not long after that call, I got an email saying I returned items (order [redacted]). This upset me as I had no intention to return items and wanted my original order, so I called a second time and spoke with Noel. She promised me a call back from her manager Clarissa today. At 6:30 today, after not receiving a call, I called again and spoke with Kitty. She said that no call would be coming from Clarissa and that I had called six times today. That is certainly not the case and she was able to offer no explanation as to why I was promised a call nor why I was not allowed to speak with a supervisor then. At no time have I received an information as to what happened, a notice of cancellation, or other information promised.Desired Settlement: As I never returned any items nor received anything from this company, I want my original order fulfilled as soon as possible along with an explanation as to why I was promised so many things that didn't happen and why I never received contact from a supervisor as requested.

Business

Response:

There was an error with the listing of this product and we have removed the listing completely from the website and have refunded all orders for it. We were unable to fulfill the orders and so we issued refunds. The customer called and emailed several times and we explained that there was an issue with the product and could not fulfill orders for it, but the customer was unhappy about the situation. Unfortunately we are unable to fulfill orders for the product, have issued refunds for the orders, and have removed the listing from our website.

Consumer

Response:

Review: I placed an order with DVD Empire on 12-26-14 using Paypal as my method of payment. After placing the order, I was forwarded to DVD Empire's homepage rather than to a receipt. Checking my DVD Empire account, I saw that the order was NOT placed, so I placed the order AGAIN using Paypal and the purchase went through properly. Paypal has charged me twice, but DVD Empire only has a record of one order. I have contacted DVD Empire several times, but after an initial promise to have bookkeeping look into the matter, they no longer reply to my emails and closed my original inquiry, as well as any new inquiries I try to place about the order. Since I was the one to place the order twice on Paypal, Paypal said that I must get my refund from DVD Empire. Yet DVD Empire refuses to straighten things out with Paypal and refund me for the order that was placed but not received. If they would simply contact Paypal they would see that I was charged twice on 12-26-14.Desired Settlement: I desire a refund to my Paypal account in the amount of $30.73 which was charged to my credit card.

Business

Response:

Thank you for submitting this complaint. I am sorry to hear you were having troubles with emailing our help department. We have answered each email we received from you, and were awaiting the transaction number. I have included all the emails you sent and the responses below. I also issued a refund through Paypal for the duplicate charge. I hope this clears things up. Please feel free to contact us if you need further assistance.Best Regards,[redacted]_________________________Re: I placed an order using paypal today and the order was cHello,Thank you for the email. I see one order submitted on 12-26-14 for $30.73. That order shipped out today. If you have any other questions or concerns, please feel free to contact us again.Best regards,[redacted]CSR12/29/2014 10:49:38 AMCustomer Service[redacted]Received: 12/26/2014 4:08:39 PM EST I placed an order using paypal today and the order was chargPlease make sure I am not charged twice on paypal for today's order. --- Browser: -[redacted]Support Call ID: [redacted]__________________________Re: I have two charges on 12-26-14 for the same amount to dvHello, Thank you for the email. I see a paypal charge on order [redacted] for $30.73 reference # [redacted]I do not show any completed charge for order [redacted] because the order did not submit. If you believe that you did have a charge processed for this order, please reply to this email with the paypal reference number so that I can have the billing manager look for the charge.I apologize for any inconvenience.Best regards,[redacted]CSR12/29/2014 3:30:48 PMCustomer Service[redacted]

Received: 12/29/2014 2:37:56 PM EST I have two charges on 12-26-14 for the same amount to dvdempPlease check order [redacted] and refund paypal for the charge to my credit card. Thanks. --- [redacted]Support Call ID: [redacted]______________________________________________________________________...⇄ Re: I have two charges on 12-26-14 for the same amount tHello,Thank you for the reply. Unfortunately the email came through the server scrambled and I am unable to read it. Please resend the information and we can try to assist you.Best regards,[redacted]CSR12/29/2014 4:33:32 PMCustomer Service[redacted]Received: 12/29/2014 4:07:45 PM EST Re: I have two charges on 12-26-14 for the same amount to dvRe: I have two charges on 12-26-14 for the same amount to dvdempSupport Call ID: [redacted]

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: from customer care to management these individuals are very rude and disrespectful..

a manager told me in a very mocking and rude manner ,

we dont want your money and laughed..I called and got angry service very rude and angry behavior towards me a consumer and a paying customer.I feel I deserve better after paying them and consulting them ...instead im treated with contempt and anger ..because one I call to complain about their services.I want to show them they are not right in treating me in such a vile way and that indeseve better as a consumer.From the chat services to calling in,I got rude mean and unwelcoming attitudes,I also want to share that I have rented gay content from their site anx imnot sure that is why they are being so horrid and rude to me...

I think it is so....

I deserve so much better and so does everyone else..they claim I broke their terms but they have no proof...

im ashamed at the they have treated me and I want to complain about it...

shame on them ..

Laughing at me and treating me badly ...laughing and saying we dont want your money look elsewhere..

disconecting my call,treatinf me poorly with anger ans cœntempt...

mockery and anger is not food service

I wish a refund of what I payed to them in subscription and an apology,seeing they in anger and laughter stated we dont want your money look elsewhere ,I want my money refunded in full....

the full months payment made to them.

they have no proof of their claims that I violated terms ...

I deserve better as a consumer and as a person..shame on them ..Desired Settlement: I want to be refunded what I payed them in subsceiption and I also want and apology

I want them to apologize and also refund me ..

they mocked me for using their services and treat me badly after I gave them my money

so I want that money back seeinf they said we dont want your money..

Business

Response:

This customer chatted in with our Customer Service Department due to an issue with streaming services he was using as part of a monthly membership. We informed the customer that we would forward his information on to our tech team because we could not replicate the issue. We forwarded the issue on, and they could not replicate the problem the customer was experiencing. During this chat the customer indicated this service was being used for a business. After further investigation of his usage, we determined if he was using the service for a business and was logged into multiple devices and attempting to stream the services on multiple devices he would experience the issues he was having. Before we were given the chance to explain this to the customer, and deactivate his account for going against our terms of service, he cancelled the account. A refund was not and will not be issued because he used the service in full, and we have record of all the minutes used on the account. The customer recently decided he wanted to sign up for our service again, and was not allowed due to the account being terminated for violation of our terms of service. When he was informed of this, he called me a "jerk" at which time I did respond with "LOL". I admit this was unprofessional and I apologize. However, at no time was anyone rude to the customer. Please see the attached chat messages, usage and out terms of service.

Review: This web site displays tax information for its rental service that clearly states it does not charge tax for states other than [redacted]However, the site continues to charge myself and other customers outside of ** (I'm in **) sales tax on monthly rental fees.This issue has been brought to their attention on multiple occasions and they simply refuse/neglect to update their site and continue to charge customers in contradiction with the stated pricing and terms for this service.Desired Settlement: I'd like a refund on all sales tax illegally collected until this business publishes their billing and tax policies in an accurate and transparent manner.

Business

Response:

We apologize for any inconvenience. When we originally started the rental program we did not charge taxes to residents other than **. However, it was brought to our attention by the state of ** that taxes needed to be charged to our ** rental customers. Our Rental signup processdoes not mention sales tax specifically before you sign up. next to the “activate” button there is a linkto review the Terms of Agreement which includes info about sales tax. But after you activate, the membership priceon your rental info account page does show the price with tax. We updated the Help page you referenced in your complaint:[redacted]We did however have Pages not updated, mentioning ** tax: [redacted]o At very bottom in “Important Info” [redacted]o Membership FAQ – this link goes directly to a questionwith info about ** and ** taxes in the “Important Info” Help page not updated that mention tax but not specifically ** or **· [redacted]o 4th bullet point under General Rental Terms ofAgreement§ Says “any applicable taxes will be applied” but doesn’t say ** or ** specifically. Let me knowif you want that updated.Per our website we do state taxes will be charged and have updated the page that was lacking this information for ** residence. Unfortunately we will not be refunding for the taxes charged as these were legitimately billed.Best Regards,[redacted]Customer Service Manager

Review: Hello,

I placed an order with DVD Empire at 02/29/2016 (order # [redacted], where I used PayPal as my form of payment. DVD Empire only offers one shipping option to [redacted] where I live and where I had the order sent to, and it says the delivery time takes from 7 to 14 days for my order to arrive. That shipping option does not offer a tracking number, I confimed that information with DVD Empire prior of the purchase.

So I've waited for that time for my order to arrive and that did not happen. I've waited longer than the time frame they provided, since I live in [redacted] and I understand it can take a few more days for an order to arrive when going to another country. Well, I've waited and my order never arrived. So on 03/16/2016, I contacted DVD Empire, explained my order did not arrive, explaining the time they provided had passed already, asking if they could look into it, to see what happened.

Then, that same day, someone from their customer services named Tracy responded my message saying that the delivery time was actually 7 to 14 days after the order was shipped, but that it could take up to 4 weeks. So I responded explaining that I would wait until the beginning of April, 2016, which would be a little more than 4 weeks, but once again, my order did not arrive.

So on 04/05/2016 I contacted DVD Empire again, explaining that my order had not arrived at that point, saying that the 4 weeks they asked me to wait had already passed. I also confirmed that I checked with customs and my local post office in [redacted] gave them the necessary information to locate the package, and they didn't have it, so I assumed my order was lost in transit.

Then on 04/06/2016, someone from DVD Empire's customer services named Carmen responded my message saying that my order could take up to 6 weeks to arrive in [redacted] that I needed to wait more time. So as you can see Carmen gave me a different time frame than Tracy before, so I really don't understand DVD Empire's policy on the subject in question. Anyway, Carmen asked me to wait until 04/11/2016 for my package to arrive.

I responded that same day asking if my order could take up to 6 weeks to arrive in [redacted] then the previous customer services agent should have informed that, and saying this was not right, because one person said one thing and another person said something else. Anyway I told I was going to wait. My order did not arrive by 04/11/2016. Once again I contacted both customs and my local post office in [redacted] and again they checked for me, and they didn't have my order.

So on 04/12/2016, I once again contacted DVD Empire saying my order had not arrive by the time they provided me, and I explained that the delivery time had passed for so many days at this point. Then on 04/13/2016, Carmen from DVD Empire's customer services responded saying that the order would be reshipped as per their policy. She also asked me to have the new order shipped using World Wide Savers shipping, that would come with a tracking #, and that I would need to pay the difference for that. Once again, she provided me with an information that is not accurate with DVD Empire's website. As per their checkout process, there's only one shipping to [redacted] that is called UPS International Economy, which is the one used on my original order. So I didn't understand what she meant when she told me to use a new shipping method, when their website does not have any information regarding to a different shipping method to Brazil.

So I responded the same day, 04/13/2016, saying that a new order would not help me at this situation because I would be moving out of the country by the end of April, and a new order would not arrive before I had to leave. So I kindly asked her to provide me with a refund for my original order, that would be the only way to solve the issue for me. Since I originally paid for the order using PayPal as the payment method, I would like to have a refund on my PayPal account. So that same day, Carmen responded saying that she was going to take my request to her manager, to see if her manager could do a refund. Today, 04/19/2016, I have not heard from DVD Empire's customer services in regards to my issue.

After that message, I sent DVD Empire one message on 04/15/2016, another one on 04/18/2016 and another one today, 04/19/2016, and they didn't responded me anymore. I found this very weird since they responded my previous messages with one day maximum, after I sent them a message before, but the last I heard from them was on 04/13/2016. It seems to me they are simply ignoring my messages and thay they will not fix this issue.

I came to you as I understand you can assist me. I appreciate your assistance in getting this issued fixed. As you can see, I tried to contact DVD Empire so many times before, asking them to have this issue fixed, but now they are not even responding me. Also, 2 people from their customer services has responded previous messages with different information, so again, I don't know what to believe. All my contact with them was through e-mails, and I have them all, including the times they responded me, in case you need these information. Again, I appreciate you assisting me in having this matter solved asap.Desired Settlement: I would like to be refunded for what I originally paid for this order, which was $58.48. I would like the payment to be made to my PayPal account, as I originally paid DVD Empire.

Business

Response:

The customer placed the order on 02/29/16 and emailed us on 03/01/16 for tracking, which we explained was not available for this method of shipping, as described on our website. The customer emailed again on 03/16/16 about the delivery and we advised that it normally arrives within 7-14 business days with UPS but could take 4 weeks due to customs delays. The customer emailed again on 04/06/16 and we advised if the customer did not receive we would reship and we recommended World Wide Saver shipping so that the customer could have tracking information. The customer said he contacted customs about this issue without a tracking number and that he was very upset. The customer emailed again on 04/18/16 and the information was sent to the supervisor. The supervisor reviewed the situation and asked the customer if he would prefer a refund or replacement, and then refunded the customer that day for the merchandise and the shipping through Paypal. Our shipping information is found on our website, including Worldwide Saver that does ship to [redacted] and is specifically listed here: [redacted]The method of shipping the customer chose is not insured, as described on the website, and is not eligible for refund, but we made an exception for the customer.

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. But I'd like to point out some information that I don't agree with the latest response by DVD Empire. They mentioned that the UPS Worldwide Saver shipping is available to [redacted], but when I was browsing through their website and I added the items to my shopping cart, and when I was ready to checkout and chose the country I wanted the items delivered to, it only gave me one shipping option, that was UPS International Economy. It never presented a different option of shipping, so there's absolutely a big issue with DVD Empire's checkout process, because if they say there is another shipping method available to [redacted] that should be right there, during checkout process, which is not. Also, there is absolutely no information on DVD Empire's website stating that if there's an issue with the package not being delivered as it was my case, that they woudn't process a refund. So they were not doing any exceptions as their previous message stated, since there is nothing regarding that matter written on their website. Anyway, after I sent my complaint and asked for your assistance Revdex.com, a supervisor from DVD Empire contacted me and processed the refund, as I requested. So only after I went to you, I had a return from DVD Empire. So I would like to thank you very much Revdex.com for assisting me in having this matter fixed. Now I can close this issue.