Soundstage Direct Frustration

Discussion in 'Marketplace Discussions' started by eoswa, Feb 4, 2018.

  1. eoswa

    eoswa Member Thread Starter

    Albany NY
    I've been a Soundstage customer for years. Primarily because of the awesome packaging. I don't think I ever received a seam split. My last order was totally different though (Nov-Dec). Each record came in standard mailers and 2 of the 4 albums had splits. Customer service was great but said they were moving to a new way of shipping.

    Has anyone ordered in the last month or two? If so did your records come packed like this...

    Vinyl Records & LP Albums | VPI Turntables | Rega Turntable

    This link had been removed from the site for a while so I'm hoping this means they've returned to this method. Any thoughts?
  2. YpsiGypsy

    YpsiGypsy Forum Resident

    Michigan, USA
    I ordered an LP a week ago and I'm still waiting for confirmation that they even have the order. They have my money (PayPal) but I can't get a response from them.
    Is the ordering system on auto-pilot and they just take payments and don't bother with anything else?

    MARTHY Forum Resident

    I just received a pkg from SoundStageDirect this past week and it was packed and shipped as it always has been and I've been ordering from them for a couple years now. I'm a "keep the album in the sleeve" when packing kind of guy; I'm not too keen on having my LP outside the sleeve: I'd rather suffer a seam split than a damaged album. But no, have never received a seam split from them--so far, knock wood. And as far as communication goes, I always go for the online chat: unless they were offline, I've never had a prob -- always got someone to chat with who could status me on my order. As to confirmation of an order, as soon as I place an order with them, shortly thereafter I get an order confirmation email from SoundStageDirect. If someone placed an order, got their PayPal/credit card charged, but didn't receive that confirmation email directly from SSD, then I would be concerned. I assume, of course, that you checked your spam filter?
  4. YpsiGypsy

    YpsiGypsy Forum Resident

    Michigan, USA
    yep, they must be on vacation
  5. gdruncle

    gdruncle Active Member

    I’ve had the same problem with them over the last few months. I ordered 3 lps May 19th (yes a month ago) and still waiting. All 3 were listed to ship within 4-7 business days. Now it’s been 21 business days. It took 3 customer service emails for me to get the following response from them:

    “Hi Gary, Unfortunately, the shipment with one or more of your items has experienced multiple delays. We apologize for the extended wait on your order, and understand that this has gone well beyond the estimated processing time. We assure you that we are working hard to resolve these issues, and hope to have some very exciting news regarding these changes and improvements in the near future. We can’t thank you enough for your continued patience as we try and get this resolved as quickly as possible. We do anticipate having this order filled and shipped out to you within the next 1-3 business days. You will be emailed tracking information as soon as your order ships. Thank you for bearing with us during this transition- We can't wait to share the exciting news! Please let us know if you have any questions. Have a wonderful day! Sincerely, Rob Fitzpatrick Content Editor SoundStageDirect”

    That was last week...
    He’s kind of vague about a “transition” and “exciting news”
    Hopefully they will get it together - I purchase from them quite often and the customer service has always been great.
  6. mcd4959

    mcd4959 Forum Resident

    Denver, Colorado
    I received virtually the same email from them last week after my third email request about an order. I had pre-ordered the new Springsteen box on March 30th, it was released May 18...and 3 weeks later I had nada, including no update from SSD. The thing that really fries me is that they charge for pre-orders on the day you order - and then don't deliver when it's released. That's unethical at best.

    To their credit they called me (we never connected but left voice mails) and sent me a $25 gift certificate, and I finally did get the Bruce box last week. My message to them was simple - I don't expect you to be Amazon, but I do expect some basic communication. It's a shame because their packaging is really good - and I sent them a note months ago telling them that was a major reason for me shopping there - but I got no reply to that either.

    So we'll see what their "news" is. I'm a bit skeptical because they said something similar right after Christmas last year.
  7. jimhb

    jimhb Forum Resident

    Denver, CO, USA
    Still waiting in Denver for a couple of albums. This is pathetic... even with the 25% off.
  8. gdruncle

    gdruncle Active Member

    Received my LPs today. Only took 5 weeks! Will probably start buying elsewhere. Elusive Disc, Music Direct and Acoustic Sounds are OK, but their coupons aren't as good and/or their free shipping thresholds are higher. Amazon is hit or miss, but at least they're quick and returns are simple. Hopefully Soundstage turns things around...
  9. Ironclaw

    Ironclaw Forum Resident

    Hey music fans,
    Just to let you guys know that SSD may take weeks or longer to get back to you regarding an issue. I had ordered several albums in early May, one was back ordered (perfectly acceptable). They took two weeks to inform me of this (not acceptable). Then, they never emailed to switch out or cancel the back ordered item - all other businesses have done so. I asked about switching out the item of my own accord, and didn’t hear back for another week (too long). Then, it’s been four weeks since then, and no shipment. Email from two weeks back goes unanswered. Three call messages taken by the phone staff, and no return call. And, today (Wednesday) apparently they’re closed for inventory. I thought others would like to know of this debacle, and choose to shop where customer service is valued.
    Dreaddazzman likes this.
  10. Seth

    Seth Forum Resident


    We have some major changes in the works here at SoundStageDirect which is going to improve your customer experience immensely. In the process, however, it's caused delays not only with our shipments, but has resulted in our team falling behind on getting back to customers. In addition, 3 out of 4 of our customer service agents had to miss time over the last few weeks due to personal reasons.

    Rest assured, we are all working overtime now to fix the situation and you should see dramatic changes in response time over the next few days. In the meanwhile, please feel free to reach out to me directly via cell phone at 609-575-3400.

    Thanks everyone for your patience and sorry for any inconvenience,
    Rickchick, matthewp, mikeyt and 2 others like this.
  11. Ironclaw

    Ironclaw Forum Resident

    I thank you for your response. And, I figured that some SSD staff may be among the forum visitors. In addition to alerting others to potential customer service issues, I wanted to remind those in the company, that it is customer service that is the bedrock of loyal clientele. Anyways, it seems that there are improvements in the works, and I wouldn’t rule out my shopping with SSD again. These changes are good news. I think the store has many fine products and with a new, improved customer service commitment, will be among the go-to stores for audiophile gear and vinyl for years to come.
    Rickchick and DK Pete like this.
  12. clgoss77

    clgoss77 Forum Resident

    Washington, DC
    Yeah, I've had an in-stock SSD order "processing" without shipment or any email updates since early May. When I inquired on 6/22 for a status update, I received an email on 6/26 relaying much of the same info as Seth outlined above. I've always had great experiences with SoundstageDirect in the past, so I'm willing to be patient, but it would be nice if some notice went out to current customers waiting for shipments giving details on what's going on and some expected resolution date. Instead I just get multiple new emails regarding sales and new records in stock. There's no way I'm placing any additional orders until I see some movement on the long overdue current order...
    rod and Strat-Mangler like this.
  13. MYKE

    MYKE Analog Upstairs, Digital Downstairs

    04/04/2011 :

    (can't get the quote thing to work on the old SSD thread )

    1 The Rolling Stones 1964-1969 (Box Set) (On Sale)UNIM-UNI-1919 $269.99 (That's $100.00 OFF !?!?!?! their price and Acoustic Sound's price too !!!!!

    This will always be my fondest memory of SSD. Arrived completely protected, and in Mint condition. I will grab on the way out of a fire !!!
    Rickchick likes this.
  14. MikeT

    MikeT Prior Forum Cretin

    New Jersey, USA
    I appreciate Seth (who I believe is the owner of SSD) for responding here. I used to order all the time from SDD and would do so again, but the last straw for me was that it seemed nothing I wanted to order was ever "in stock". It seemed a few years back that SSD would stock less items, and it would take a week or two to get something that everyone else (Amazon, Music Direct, Acoustic Sounds, my local store, etc) would have in stock.

    I reasoned that it must have been a cash flow problem, in that they stocked less, and only ordered an item for shipment when a customer ordered said item.

    I hope when Seth indicates, they are going to improve immensely it means stocking items for shipment when released as opposed to relying on pre-orders or actual orders before obtaining the item for shipment to the customer.

    The reason I liked ordering from SSD, them being in PA and I in NJ, when I got expedited (free) shipping for ordering a certain amount - I would receive the item(s) the next day if the item was in stock!!
    Rickchick and MYKE like this.
  15. Further

    Further Forum Resident

    Ontario, Canada
    Wow, you guys are way more understanding then I would be. A company is entitled to be having any issues it might have but failing to notify paying customers of what’s happening is unacceptable. A simple note on the site or mass email to subscribers explaining the situation goes a long way. Simply ignoring them isn’t going to help anything.

    In this case, I do give Seth credit for replying here but it really shouldn’t come down to having to complain on a public forum to find out what’s going on with your order. Trust is a big issue for me when it comes to giving people my business and once that is broken, I take my business elsewhere.
    black sheriff, rod, jimhb and 4 others like this.
  16. Shawn

    Shawn Forum Resident

    uzn007 likes this.
  17. glide

    glide Forum Resident

    NY, NY, USA
    Not sure what has been going on as of late but shipments have been delayed, there have been longer waits for customer service interaction, etc but I have always received what I ordered, at the price I ordered, in excellent condition, or in rare instances, received a refund when an item was truly unavailable.

    Hope they can ramp up and get some additional help in there. It's a great small business and I am happy to keep supporting them.
    Rickchick likes this.
  18. DK Pete

    DK Pete Forum Resident

    Levittown. NY
    I've been ordering from SSD on and off for about ten years. One thing I have to hand them is their high quality consistency in packaging and this is what mainly has me going back to them; I have NEVER received a damaged item from them, including box sets. The last couple of years have not been "great", I will say that. But I've had enough phone conversation time with Seth (in which he called ME concerning past issues)to know that he is very sincere in his efforts to get things up and running as in prior years. As I had said elsewhere, I wondered if their branching out into Audio equipment sales slowed things up a bit in the vinyl department. Whichever the case,,,Seth..if you're reading this, I wish you all the best in the "improvements" and I still consider myself a customer.
    RTurner likes this.
  19. Ironclaw

    Ironclaw Forum Resident

    Finally spoke with a person in charge. It’s going to be an indefinite number of weeks (possibly more than a month — three months total then) on 3 titles that are out of stock, but definitely not out of print. For instance, I could order Diary by SDRE direct-ly (direct meaning shortest or quickest) from Sub Pop and get it by Tuesday or Wednesday of next week. This is a bit much.
  20. MARTHY

    MARTHY Forum Resident

    I've been ordering from SoundStage for about two years now; spent hundreds of dollars because I typically order 3 LPs at a time in order to get the free shipping. *Every* order has been late, often by many weeks. I waited over a month for one order earlier this year, then decided to inquire via chat: was told that one of the LPs was awaiting repress -- and we all know that a repress could take months, if not longer. So my question is/was: Why didn't someone contact me to tell me this? Why must I follow-up every bloody order to find out the status? With that LP, I simply swapped the colored vinyl awaiting repress with the black vinyl, and lo and behold, the order shipped the next day. So now I'm waiting *six* weeks for the Prodigal Son album by Ry Cooder, an LP that I could have had five wks ago had I bought it anywhere else, but it was a preorder as one of my three LPs to get the free shipping (I talked SSD into shipping me the other 2 LPs as the wait was simply too long). So two wks after the album was released, I did the online chat and was told the LP would be in, in a week to 10 days; two wks later I was told the LP would be in, in a week to 10 days. On Friday, June 22, having received no ship notification, I left a msg with SSD's answering service (because "chat" had been removed from their website, and they weren't answering their phone). My message? Either the LP ships today, June 22, or cancel the order and give me a full refund. And guess what? The order shipped that day (and just arrived yesterday, *50* days after the LP's release date!).

    So I agree with previous comments that SSD simply could have sent out an email to all of their subscribers stating exactly what Seth stated above. I would have received it via email, folks would have posted the email on this forum and on reddit, etc. and we would have had at least somewhat of an explanation as to all the delays. But, instead, I'm continuously bombarded day after day after day with sales ads to buy this hardware, and these new releases, ad nauseum -- while I wait six weeks for a single LP. And I'm now all caught up with all my orders and there is no way that I will be placing a new order with SoundStage anytime soon. I need more than a belated explanation as to all their delays....
  21. pathguy

    pathguy Forum Resident

    Liverpool, NY
    Cancelled an order after waiting 7 weeks for a VPI prime. No credit to my account since cancelling over 1 week ago. Opened a paypal dispute. Unacceptable, IMHO.
    rod, Dreaddazzman and Strat-Mangler like this.
  22. Strat-Mangler

    Strat-Mangler Forum Resident

    Ouch! I agree that no customer should go through this.

    I myself ordered a VPI Prime B-stock from them in December 2016 but got terrific service and prompt shipping. It was talked about, paid for, and shipped all within 5 days! No idea what transpired since then but am hoping they pull through and manage to win back their (ex) customers' love. I don't doubt Seth's sincerity in wanting to do right by customers but he's only one man and I suspect there's too much work for this one person to do which would lead to delays.

    I did a quick search for VPI Prime on their website which states it takes 2-4 weeks to ship. At least, they don't state they're in stock and will be shipped the next day. However, SSD is 1h away from VPI and from what I understand, the two companies have a great working relationship so I have to wonder why it'd take that long to even get stock to ship.
  23. vinylbuff

    vinylbuff Forum Resident

    North Port Florida
    I bought my RP8 from them a while back and customer service was STELLAR to put it mildly. A tremendous deal on a certified used table that still had protective coverings which made me believe it was just opened, re-sealed and shipped. Kudos to Seth!

    Just as a FYI, it happens elsewhere too. On June 18th I bought 3 lps and a mofi hybrid from Music Direct. Two lps were preorders, one was "3-7 days" and the hybrid sacd was in stock. I wanted it all shipped at once. On the preorder release day,(the 29th), the two preorders were now 2-3 weeks, the hybrid sacd was backordered, the 3-7 day was available. Today, the 3-7 day lp and the hybrid are in stock and the two 6/29 releases are still listed as available in two to three weeks. I'm sure that when the two backordered lps are ready to ship the two in stock items will be then be backordered. A never ending vicious circle...…….
  24. jimhb

    jimhb Forum Resident

    Denver, CO, USA
    I'm still waiting on an order from June. I have called and left a number of messages and no one call back. I have ordered a lot from them, but unless they change, I am done.
  25. The Wall

    The Wall Well-Known Member

    Hayward, Wisconsin
    I emailed them last Friday to cancel my pre-ordered Rolling Stones and Buffalo Springfield box sets since they still didn't have them in stock. To their credit, they responded within a couple of hours stating that the orders had been cancelled and that I would receive a refund within 5-7 days. It's a bit irksome that they can take your money in an instant, but need a week to give it back to you. I'll just be happy to (hopefully) get the money back and be done with this company. Never again.
    rod, HankM and Shawn like this.

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