Me vs DVDImport - your advice plese.

[GK]

I say
Dear Sir or Madam, My account details show that a copy of Shrek has been shipped to me on Nov 6. However, 2 months later, I have still not received this disk. To add further confusion to the matter, my initial order was refused due to my card being "declined" and it was only when I saw a charge on my December credit card statement that I checked my DVD Import account and saw confirmation that that the order had been subsequently processed.

I look forward to your response on this matter.

Yours faithfully, Gary Kaill


They say

Dear cutomer (sic),
If a package that is sent by mail is lost or damaged during shipment DVD IMPORT is not responsible. This is because the shipping service is also not responsible for the package (CANADA POST). If you are concerned about your shipment, we recommend shipping via FedEx or UPS to guarantee delivery.
NOTE: To date, CANADA POST Service has only lost / damaged 0.01% of our shipments to customers.

Customer Service
DVD IMPORT


My next step should be ??

[Alanok]

I am unsure of your next step apart from contacting your credit card company who might be able to do something for you. As a sidenote it does say on their website that they are not responsible for lost or damaged parcels and that you should order by Fedex if worried. Crap policy but it's there in black and white i'm afraid.

[ring0s]

Originally posted by Alanok
I am unsure of your next step apart from contacting your credit card company who might be able to do something for you. As a sidenote it does say on their website that they are not responsible for lost or damaged parcels and that you should order by Fedex if worried. Crap policy but it's there in black and white i'm afraid.


SPEAKING AS SOMEBODY WHO HAS A CREDIT CARD MERCHANT ACCOUNT
i'll not pass judgement on another companies policy HOWEVER will say CONTACT YOUR CREDIT CARD COMPANY and GET YOUR MONEY BACK!

LEAVE THE ARGUING OVER "POLICY" TO THE CARD COMPANY AND THE RETAILER WHILST YOU DECIDE whehter or not to spend the money on another SHREK or something else! (BTW i have NONE instock and i'm NOT ANGLING for a sale ) .

:mad:

[Ono]

Originally posted by ring0s

(BTW i have NONE instock and i'm NOT ANGLING for a sale ) .

:mad:



But if he did have some in stock then I heartily recommend using him.:D

[the voice of kenny]

i had almost the same problem with them last year, i ordered 2 copies of shrek and they only shipped one, contacted them and they said they would send the other copy, it never turned up. after loads of e-mails they sent me the same "not our responsibility" e-mail. i am now trying to get my money back with the help of my credit card company, it looks like it is the only way.

[puddleduck]

I can sort of understand their policy though...

they send it Canada Mail, but once it hits these shores, its in the hands of the Royal Mail.

So if Royal Mail screw up, DVDImport can't make a claim, as its impossible to tell where the package got lost.

I think you best bet would be to contact your CC.

[Davester]

Originally posted by AndySymbian
I can sort of understand their policy though...

they send it Canada Mail, but once it hits these shores, its in the hands of the Royal Mail.

So if Royal Mail screw up, DVDImport can't make a claim, as its impossible to tell where the package got lost.

I think you best bet would be to contact your CC.


TBH I wouldn't use them after reading this. Not a very customer friendly policy. If they are having trouble they should offer insurance or stop offering canadian post as an option! Contact your cc company and get your money back!

[nigel_williams]

I'm not very impressed with their attitude. I was about to order some things from them too.

I'd suggest getting a Barclaycard which protects you against fraud and if items do not appear or are damaged. This won't help you get the missing items but it might be useful for future purchases.