"Ordered a Drum set for Guitar Hero. It was shipped well packaged and arrived timly and in perfect condition. No problems.
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"I recently ordered Guitar Hero Acessories from Red Octane.One of the packages I received was damaged,so I contacted customer service via email.A case was made that afternoon, and they reshipped my package the next day, No questions asked.I received the new one yesterday.I'm very satisfied with Red Octane...."
"I HAD TO BUY A REPLACEMENT DRUM SET SINCE ONE OF THE PADS QUIT WORKING ON THE ORIGINAL. I BOUGHT GUITAR HERO WORLD TOUR WHEN IT FIRST CAME OUT. BUT THE GAME WAS HARDLY USED. (MAYBE 20 TIMES) WE NEVER ABUSED THE DRUM SET. IT IS PLAYED BY ADULTS 29-43. AND REDOCTANE WOULDN'T EVEN GIVE ME A DISCOUNT ON BUYING ANOTHER SET SINCE IT WAS OUT OF WARRENTY. I THINK THEY SHOULD GIVE YOU A YEAR WARRANTY INSTEAD OF 90 DAYS. WE PROBABLY ONLY PLAYED THE GAME 10 TIMES IN 90 DAYS."
"There seem to be two faces to this company. The online pricing, free shipping and fast shipping are the one side. If you place an order and it is sent correctly you will be happy with this company.
On the other side, if you have ANY kind of customer service issue (something doesn't work, they don't ship something, etc.) this company will be a nightmare. There is no customer service. Not bad customer service. What I am saying and what many others on here have said is that it just does not exist.
I placed a multiple item order. Everything except one part came and works fine. I have been attempting for a month to contact them. Never was able to talk to a person, did the online email and even emailed directly. They did set up an incident online, they did update it a week later when I contacted them asking what the status was. I filed a protest with my CC company a few days ago and noticed they have now totally deleted the incident from the web site. Not marked resolved, just made it disappear. I had actually copied it from the web site and sent it along to the CC company with the protest, so I have the documentation.
If you notice, they haven't even responded to anyone on this web site since November and they are marked as a company that monitors feedback and resolves customer issues. Talk is cheep. Their actions to me and many others documented here indicates something entirely different.
Buyer beware.
UPDATE 3/11/09 - I was contacted by the retailer because of this post. They have indicated my missing order will be shipped as of yesterday. I'll update if I get it.
UPDATE 3/12/09 - The missing item arrived yesterday afternoon. David was as good as his word. If only their online or phone customer service worked as well as writing something here does (or at least did for me)their rating on here would be a 10 instead of what it is. Every other part of their service seems to be exceptional."
"Easy to use website. Found exactly what I was looking for and found additional specials which I added to my order. Shipping was extremely reasonable. Awesome retailer and would definitely order from them again."
"Quick delivery, good that they use FedEx cos you can track your order online.
Stickers weren't included as described in package and I'm still waiting for those though.
Also, they should show the Canadian dollars price on the invoice because it was a bit of a shock seeing my Visa statement!"
"great deal! wow! kids are stoked and we'll be ordering from you again"
"Order arrived way before expected. Awesome all around. I've been playing it every day since!"
"Received the order in a very timely fashion. The order was correct. I rate the stoer as exceptional."
"I ordered Guitar Hero World Tour on 12/22 and never received it. Although FedEx marked my order delivered on 12/20, I was home and it was not delivered (or at least received). I called Customer Service before and after they were closed for the holidays, and like a lot of other
people, I received the message "All customer service reps are busy." After my first call I also filled out an online Customer Service form which generated a "case file" for me. After no response via email either, I updated my case file to inform them I still hadn't heard anything back. Essentially, RedOctane's Customer Service SUCKS ROYALLY and I will NEVER BUY FROM THEM AGAIN. I am going to see if I can reverse the credit card charge and they can keep their stinking game that I never received anyway."
"My son was overjoyed. We receive our order in two days. He had the package for his birthday, January 1."
"FYI - The Better Business Bureau gave this company an "F" rating"
"Everything worked out great. Thanks!"
"Great transaction, delivered quickly. Will definitly use in the future."
"Purchased Guitar Hero World Tour at GameStop on 10/26. On 11/11 the red drum pad stopped working and I requested an RMA. I shipped the drum set back (at my expense) to RedOctane and it was received on 11/24.
Today, one month later, nothing. Repeated status queries get a meaningless "In Process" response. Repeated attempts to contact support by phone result in "no one available to take my call."
The greeting at RedOctane's support number says they will be closed until 1/5 for the holidays. One would think that if they are drowning in returned DEFECTIVE PRODUCT, they would be working 24/7 to satisfy their customers. Apparently not.
RedOctane has now had this DEFECTIVE PRODUCT for twice as long as I did.
I will NEVER BUY ANOTHER REDOCTANE or ACTIVISION PRODUCT again.
I smell a class action lawsuit coming.
RedOctane, if you are listening, I WANT MY MONEY BACK!"