"I've been a customer of Deep Discount DVD for years now. Sure, things have gone wrong in the past (damaged discs, packaging, etc) but DDD always either refunds or replaces the products with no questions asked. Most recently I ordered a DVD box set that was damaged somehow during shipping. I sent it back and received my new replacement today.
Given the amount of DVDs I've purchased from them, I'd have to say that 95% of the time I have zero issues. As long as they keep it up, I'll be a long-standing customer with them."
"Ordered 01/06/08, received 01/12/08. Packaged well and was exactly what I'd ordered. I DIDN'T check this site before ordering- as I'd used them in the past. They're a no-frills DVD seller. I've never had trouble with them in the past 3-4 orders I've used them for. "
"11/18 and 11/23 - Placed multiple orders with multiple DVD sets on a BOGO offer
11/30 - Orders shipped
12/08 - Order Received, 3 DVD sets with floaters - Western Collection, Paul Newman Collection (broken disc case AND floater), Alfred Hitchcock Masterpiece collection
12/09 - Returned for replacement (not refund)
12/20 - Return confirmed, replacement orders placed (not processed), email received saying 3 orders will ship shortly
12/21 - received email saying 1 out of above 3 orders has shipped
12/29 - received order shipped on 12/21 -The Western Collection - no damage on this set
01/04 - emailed in the AM asking why other 2 orders have not shipped
01/04 - three generic emails received in the PM as reply for all three emails - saying they have processed refund as items are not in stock despite items showing in stock on website. says refund posted 12/20, nothing shows on CC until today which is 01/09
01/05 - called in the AM. 40 minutes (yes, 40 mins) later, lady picks up. I ask why items had not shipped. I am told none of items were in stock and they had just received them in stock (yeah, right, just after I call) and that orders will be shipped on 01/07 (I did not mention receiving refund email)
01/08 - called in the AM (20 min hold) asking why I didn't receive shipping confirmation on 01/07. Was told order would ship that day which is 01/08
01/09/08 (today):
1. called in the afternoon asking why items did not ship on 01/08 as mentioned, guy says he does not know.
2. got an answer saying one of my items -Paul Newman Collection - was Free anyway (BOGO) and that they cannot reship item because I had not 'paid' for this item - Yes, this is the answer I got
3. I was livid but guy was cool and worked with me. Then he says this item is not in stock. I tell him website shows it in stock. After 15 minutes, he offered to place another order for this item at no cost
4. Then I ask him about why the second order - Alfred Hitchcock Set - had not shipped. He looks up this order and says, you know what, both items (this and the other for which he had just placed a no cost order) showed as Shipped on 01/07 under the status for this order
5. I asked why I did not receive a shipping confirmation. He says he does not know.
6. Then he says, I was charged for the free item on the BOGO order. I asked why. He says the lady that processed the order did not think a zero amount order would be shipped and so charged me $20.97 for it - Yes this is the answer I got.
7. I said, 'what the hell are you guys doing ? do you know how to run a business ? how can you charge me for an item without my knowledge or an order ? Do you know that is illegal' - guy apologizes and refunds $20.97
8. I ask whats the status on the shipped order. He says there is no tracking number
9. I ask to confirm the order number of this shipment - he gives me an order number which does not even show up under my account on their website. I ask why and he says he does not know.
10. I said 'I need a shipment confirmation email, otherwise it is your word against mine' - he puts me on hold, comes back a few minutes later and says I will receive shipping email today. so far, no email has been received.
Number of agonizing minutes spent on the call: appr 40
Number of days since original Order placed: 46
Status: 'Paul Newman Collection' and 'Alfred Hitchcock Masterpiece Collection' still yet to be completely fulfilled. No shipping confirmation received yet on order supposedly shipped.
Order Number: completely different from the ones referred to in original reprocess confirmation email. Cannot look this up on website.
Status of so called Refund they claimed they had processed: Nothing until today
If you guys are feeling gung ho about this 'once stellar-now gone-to-the-dogs' company and still want to place orders, please be my guest.
Am done with this turd of a joint. Amazon it is - low prices or high prices, their service just can't be beat. At least lets encourage an outfit that cares about its customers."
"Ordered a CD and found out a week later that it was backordered. Never received notification. Tried to cancel and it "in stock" and "will be shipped in 24 hours" Didnt get shipped for 3 more business days and the person receiving it as a gift still has not received it. Horrible service."
"Placed order on Nov 24th, 2007, was notified the order shipped on Nov 27th, 2007. For the next 2 weeks, I checked the site for a tracking number or some sort of information about the order, but the only information available was that it had shipped. On Dec 11th, I finally got through to customer service after repeated busy signals and 30 minutes on hold. I was told the item was out of stock and the order had been canceled, even though the site said it had been shipped. I asked the customer service person why I had been notified the order shipped and not of the cancellation, and her response was "We can't call everyone!" When I received my credit card statement, it showed a refund on November 30th. Had they notified me or updated the information about my order on their website, I could have ordered from another online merchant instead of running out to the mall at the 11th hour. Not worth the few pennies you save, I'll use Amazon from now on."
"ordered before serveral times.. this time they screwed up big time.ordered 18th December.del date 12-22.No delivery .Called to confirm order,NEVER sent..son called..spoke with Jay..refunded shipping & supposedly next day (wed)..welp..no delivery..call speak with a girl,,she dosent know "jay" maybe hes in India..yea right. Son calls back..they say Jay isnt in yet & under the circumstances they dont know when hell be in?? WTF???????..no supervisor will get on phone what so ever.. girl was a total B^%&$!!!Cancelling order..NEVER EVER ORDERING AGAIN FROM THEM!!!!!!
BE SMART- STAY AWAY..seriously.. you may be 1 ,2,3 people who may get their order.. the other 97 or so wont.. or get $ back either...."
"Inaccurate stock status and terribly slow shipping. It took them 10 days to ship a package less than 20 miles! Horrible communication via email. Bottom line, their operation does not scale and has been crushed by the holiday traffic!"
"I ordered two games from this site, both for the Wii. I ordered Metroid Prime - Corruption (Nov 1) and Guitar Hero 3 (Oct 30th). Metroid was shipped two weeks after I ordered it. GH3 never shipped.
When I ordered it, it said it was in stock. Suddenly, a day or two afterwards, it was out of stock and my order was still "processing." I asked them about it and they said it was out of stock and wold ship on the 14th. Didn't ship then. Asked them again. Out of stock, will ship on the 26th. Then it was moved to the 6th. Then the 21st. Then they sent me an email saying that it would not ship before Christmas.
For all but one of these communications, I had to send a message to them before I received a status update. They never told me when a ship date was changed and all of their ship dates were wrong. I saw this game available sporadically on numerous other retailers and my brother was able to order it a week ago from Red Octane and get it with no problems. The service was awful and the shipping times are terrible. Whether it's in stock or not seems to have nothing to do with what they actually tell you on the site. This is the worst experience I've had with any major online retailer (or any online retailer period), and I order a ton of stuff. You'd have better luck with eBay than these guys."
"This used to be my favorite resource for DVDs, but wow, have they changed! I placed an order on 11-27. 15 days later it was still marked "processing". It took two emails and a frustrating phone call (after being put on hold for 25 minutes) to find out that the DVD was back-ordered - there was no notice by email or on the website order status page. Their customer service person seemed completely unconcerned, giving as an excuse that they were "so busy" this time of year. I told her they wouldn't be so busy if they kept their customers informed. I've canceled my order, but now I'm worried since they still haven't sent a cancel verification. Don't order from this store!"
"I have shopped DeepDiscount for a number of years and for the most part - before they morphed into their current big box online handle everything store - I had been satisfied. Good prices and free shipping were hallmarks.
Recently I placed two orders for DVDs. One was for a pre-order for a Harry Potter DVD and the other for a three-DVD set (Beverly Hills Cop). Checking my account online status showed the first as "processing" as did the second order. No indication that anything was shipping nor that it was actually in stock to ship.
With no apparent online changes or status updates for days, I decided to cancel both orders as I could get them from Amazon (in the case of the Harry Potter for $5 less). That's when the trouble began.
After canceling both orders using the online form, and waiting a day, my online account did not show any change in status. However I received an email telling me that the orders where in a warehouse waiting to be shipped and that the order could not be canceled. Well, if it hasn't shipped then why can it not be canceled? I tried calling customer service but hung up after waiting twenty minutes.
I then went to my online account and pulled my credit card information. Almost a day and a half later with no change to my online account status I tried calling customer service. After 15 minutes (and a constant barrage of telling me my call is important recordings) I finally got through. I explained about canceling my orders but the rep saw nothing in my record to indicate any cancellations. Instead she told me what the earlier email said - that the DVDs were in the warehouse will be shipping shortly but that she was powerless to do anything. She offered nothing more than an apology so I pressed her about my return options. She was not helpful until I mentioned to her what their web site states about returns and she simply agreed.
When I asked how it was that after I yanked my credit card information that a transaction was still able to take place (my online banking info indicated that no charges had been made to my card) she told me that information was transacted days earlier but that she could do nothing to stop it.
I asked what proof do I have that any return will be honored and she replied that my card would be credited after I refuse shipment. I had to ask her how the DVDs were being shipped and she said, "It will take 5-7 business days". No, I said HOW are they being shipped and she told me USPS (which I had already known but wanted confirmed). I then asked when and how I would be notified by DeepDiscount when they credited my card but she didn't know or offer to find out. I asked her what proof would I have that they ever receive a returned item and she could not answer. Her whole attitude seemed designed to get me off the phone as fast as possible.
Overall, I am deeply disappointed with DeepDiscount's so called "customer service" which seemed disjoined at best and at worst seemed designed to operate on a system of getting the product out the door and to hell with the customer.
Poor customer service, poor web site management, and a workable ability to cancel an order try all have caused me to drop DeepDiscount as a vender. I'll stick with much more responsive companies like Amazon which are as fair on pricing and provide much better customer service. If you don't mind doing business totally on their terms and never need customer service then you'll be satisfied.
"
"I typically only shop with DDD when they're offering 20% off coupon codes, which makes their prices more competitive against other online retailers. When they have items in stock, they're generally good about making sure they ship within 48 hours of order placement. With their free (media mail) shipping, it still takes at least 5-7 business days to get to me in spite of the fact that I live 20 minutes from their warehouse. Their inventory control isn't the greatest, though, as several times I've placed orders for items listed as in stock only to check a couple days later to find them backordered. This happened with my most recent order. Fortunately, they did end up shipping all 3 items I ordered (in 3 separate shipments) and I should have them in time for Christmas. I would only recommend DDD if you can get a discount coupon or if their price is significantly cheaper than other online or retail merchants."
"I bought a DVD from them with trepidation, since there are so many negative reviews on this site. But I had no problems - ordered 12/1/07, received 12/10/07. Not the fastest shipping and no tracking number (USPS), but by far the best price on the net for what I bought. It arrived properly packaged in a DVD/CD club style shipping box. Good experience, great value."
"Purchased a DVD Box set for almost 50% of the retail price. Kept me updated throughout the process. Shipped in 2 business days and arrived about 3 business days later.
Great service, great products, will definitely purchase from them again."
"DDD's order fulfillment system is haphazard at best. Ordered 4 items on 10 Nov, let's call them A, B, C and D. On the 15th a box showed up with A and B, but the packing slip said all 4 were in the box and the online order status indicated everything had shipped. I contacted them and they responded, quickly, saying they would ship out the missing items. They refunded, again quickly, my CC for the 2 missing items and then charged it again for the new shipment. That was OK since they still applied the 20% discount from the original order.
On 28 November the second box showed up with item C and instead of item D they sent another copy of A! This time I called them up and dealt with their customer service over the phone. It was fast and friendly and I was on hold for less than 5 minutes. They are sending a pre-paid return shipping label so I can return the second copy of A, which I have no use for, and also said they would expedite the still-missing item D. Oops! They discover then that item D is backordered. What a surprise. They are offering to overnight it to me on December 8 and I am still deciding what to do. I definitely do not trust this place. There is a large dose of incompetence at some level of Deep Discount DVD. If I accept their offer I will get all 4 items at the original sale price, but the fact remains they will have charged my credit card for item D on November 10 and it will be a whole month gone by while they had my money for it and I don't have the product.
I am somewhat dissatisfied and will not order from them again. I don't trust them anymore."
"Finally learned my lesson and will stay away from now on. Very slow shipping and rude customer service. Have still not shipped this item though it was listed as "in stock". Most of their items end up as "back order". Probably a home-based business that carries no inventory. Just pay them and hope you get what you ordered is their motto!"