Deep Discount DVD Sucks
I usually like to support "the little guy." I like mom-and-pop stores. I don't like big chains. Lately, my "little guy" has been this on-line store called Deep Discount DVD. They have low prices, and they ship fairly quickly (and for free), but a recent incident with them has put them on my whitelist (that's my new name for what most people call a "blacklist"). I ordered a His & Her Circumstances Vol.5 from Deep Discount DVD. They sent Friday the 13th instead.When I asked them about it, they said to send it back and, once they received it, they would send the correct DVD. I asked if I should pay postage. They said I could pay postage and include a receipt, for which they'd reimburse me, or I could wait for them to send a pre-paid postage label. Now, I got the postage label several days later, and I mailed it back. I've checked in with customer service over a week later, and they'd still have not received Friday the 13th. I wrote them an email later saying that if they'd still not sent the correct DVD to just cancel the order. A couple of hours after I sent that email they wrote to say they've just shipped it. Well, it finally arrived today, fifteen days after they said they "just shipped" the correct DVD.
Big picture: I ordered the DVD on October 1, 2003. It's now November 23, 2003, and I still don't have it!
Now, if I were Deep Discount DVD and I'd fucked up someone's order, rather than saying, "Oh, why don't you pay to send it back, we'll reimburse you, and when we get the wrong DVD back, we'll send you the right one," I'd say, "We're so sorry that someone here messed up your order. Why don't you hold onto Friday the 13th? We'll send His & Her tomorrow by FedEx, and we'll dock the cost of Friday the 13th from the pay of the incompetent party." Because I suffer for someone employee's ineptitude, Deep Discount DVD is definitely on my whitelist.
The sign of a good business is not that it does well when it gets orders correct. The sign of a good business is how well it handles glitches and mess-ups.
