What's with grateful dead.net/rhino records customer service??

Discussion in 'Marketplace Discussions' started by mesfen, Apr 2, 2019.

  1. mesfen

    mesfen Forum Resident Thread Starter

    lawrence, ks usa
    its closing in on 1 year in trying to get replacement discs. Keeping sending the same request form and then getting the same all apologies reply but now silence. What's going on; they used to be very accessible to problems and concerns. You can't even talk to a human anymore, just email. Does anyone know of a customer service number that I could reach an actual person? I'm getting rather pissed with this deplorable customer service; my Dead purchases may end.
  2. Gene Parmesan

    Gene Parmesan "Rickey doesn't have albums. Rickey has CDs."

    PA, USA
    Really? I haven't purchased anything from them since the Road Trips days and they were terrible then. I had many scratched discs from those lousy cardboard cases. Trying to get promised bonus discs that didn't arrive was a real chore. I stick to downloads now. Sorry I don't have any concrete advice on how to get what you're owed. Good luck.
  3. Dave

    Dave Esoteric Audio Research Specialist™

    Greater Vancouver
    Is this what you are after @mesfen ?

    3400 West Olive Avenue
    4th Floor
    Burbank, CA 91505
    United States
    Founded in 1978
    mesfen and Strat-Mangler like this.
  4. mesfen

    mesfen Forum Resident Thread Starter

    lawrence, ks usa
    Thanks Dave; I'll give it a try. Hail Mary time!!
    Dave likes this.
  5. WarEagleRK

    WarEagleRK Forum Resident

    Chattanooga, TN
    I ran across this thread...

    I placed an order with them 3 weeks ago. The total amount was over $1,300. My order still hasn't shipped. There wasn't any pre-orders in there at all.

    After 2 weeks I filled out their online form and the only response I got back was one saying they will reply with in 48 hours. That didn't happen, so I did it again and again the only response I got was the 48 hour email.

    Monday I called them at the 800 number, and got a badly connected call where they didn't know what was going on, but would look into it and gave me a reference number and unclear instructions as to what the next steps were. There was a language barrier + a lot of noise in the background and it was hard to understand a lot of what was said.

    Today I get an email from them stating:

    "Thank you for contacting us.

    Your order is currently processing. Once it ships from our warehouse, we'll send you an email confirmation."
    I replied back with:

    "That's fine. The question I have is why is it taking so long? It has been 3 weeks since I placed the order.
    Why is there such a delay?"​

    Then they come back with the bold/Italic reply:

    We do not currently have an exact estimate as to when your order will ship.
    Until you receive your shipping confirmation email, we will not have any further updates on the status of your order.
    If you decide that you would prefer to cancel your order, please let us know and we will put in a request with our warehouse to do so."

    I am starting to seriously consider taking them up on that offer to just cancel it.

    At the very least it shouldn't take 3 weeks to get an order out and a week to get a reply for any customer, much less one who placed a huge order.

    Dave likes this.
  6. Dreaddazzman

    Dreaddazzman Forum Resident

    Having a similar experience right now. Ordered the "Best of Morrissey" on 8/29, it was released 8/30. I sent email follow-ups about a week later, but their email response has generally been lacking as well. I finally got a response last Friday that they would prioritize my order to get it shipped asap. It still hasn't shipped and it been close to a month since I placed my order.

    I paid through Paypal and just opened a dispute with them. At this point, I would just prefer to cancel the order, but there is no way through their website to do that.

    I think this is the last time I'll be purchasing anything from them directly. It's a shame, since years ago I loved them.
  7. draden1

    draden1 Forum Resident

    Des Moines, IA
    Wow, simply wow! I’m glad to see I’m not the only one Rhino’s customer service (or lack thereof) has frustrated. Glad because I’m not alone, bad because this seems to be how they operate. I tried three times (via email since you can’t actually speak to someone) over a two week timeframe to get in touch with someone to cancel a preorder. Haven’t heard from anyone yet, other than the item showing up today. Now I have to go through the hassle of returning the item and waiting on them to give me my money back.

    Why on Earth you can’t cancel an order that hasn’t shipped is ridiculous and unlike any site I’ve ordered from in the past.

    I will never order from them again!
  8. Dr. Rhino is probably the worst customer service in the music industry. I've had issue with them for years. I have the Eagles vinyl box. The Long Run was badly off center. After finally getting them to respond they sent a CD copy of Hotel California to me. I'm still waiting for a Doors Aquarius disc 2 from RSD 2 or 3 years ago now and a replacement Monkees album from an RSD box from a few years back. I've pretty much given up on Rhino being helpful.
  9. Vinny123

    Vinny123 Forum Resident

    Dead.net sucks. Ordered a cd fr them about a month ago. Every time I call I’m told it’s getting ready to ship fr the warehouse. No answers to e mails. Did I mention that Dead.net sucks?
  10. cuppadan

    cuppadan Active Member

    I ordered the Chicago 50th remix on October 1st. They have charged my card twice for the same item on the 8th and the 14th and now it's the 16th and status still says pending/not shipped. I've left them messages about this and all I got was the email saying they would reply in 48 hours. I guess it's time to contact my card company and file a complaint. This is crap!!!!!
  11. ScramMan2

    ScramMan2 Forum Resident

    Portland OR
    I ordered some titles from dead.net on Nov 23. The order sat for weeks without shipping and all of a sudden I get an email from them saying they would arrive UPS overnight on Christmas eve. They did. Why so long dead.net?

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