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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 "The handmade blade, the child’s balloon..."

    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?
  12. hipnotik_i

    hipnotik_i Active Member

    Center Valley, PA
    I have a Rhino.com story also but it is not Grateful Dead related. I tried to buy the Metallica S&M2 deluxe box set through them. They actually sent me the wrong album. They sent the standard vinyl version instead of the deluxe box. I returned it to them. 2 months later and I still don't have my replacement box. I was told they were moving there warehouse and that the needed to do an inventory on it before hand so it would delay the shipping process by 2 weeks. So I waited. 2 Week went by and still nothing. I contact them again. I get the same B.S. this goes on for a few weeks. So I ask to talk to someone higher that the customer service rep "Sherry". So Sherry tells me they have prioritized my shipment with the warehouse and it should be coming soon. another couple of weeks later and now it's almost a full 2 months with nothing to show. I write Sherry again saying I want to speak to someone above her. I then get an e-amil from "Dr. Rhino" that says they are sorry for the delay and will prioritize my shipment (something they claimed to have already done) and they will refund my money for my trouble. They refunded my money (which but I am still playing games about getting my set. I tried to get a another response back from Dr. Rhino but he doesn't answer.

    So I go to the Contact page and start all over. This time I start off with asking if the inventory was still happening. Sherry says, and I quote, "We received a response from the warehouse that although this item is in stock there was a logistical issue regarding shipping this item." I aske her what logistal problem could possibly hold up you shipping me a box set that I order almost 2 months ago. I have received no answer from them. I tried contacting Metallica Q-Prime management but to no avail.

    On a side note, I had originally pre-ordered this back in July from PopMarket. They sent me the right one but it had 2 copies of Record 2 and was missing Record 4. So I sent it back but they sold out of it while it was in the mail and I waited almost 2 and a half months before finally cancelling that order so I could order through Rhino.com.

    I have just recently placed a new order through Amazon but it's the marketplace store MovieMars. I looked into them now and I am starting to think I am gonna go through similar **** with them. I am so disappointed in all of this. Why does this seem so hard to find even shortly after it came out?

    Sorry about the long rant but if this can prevent anyone from ordering from these places and save them the headache I've gone through then I guess it's worth it
  13. zongo

    zongo Forum Resident

    Davis, CA
    Man, you must really want that album...
  14. hipnotik_i

    hipnotik_i Active Member

    Center Valley, PA
    Well for me it's the principal of the thing.

    Because I've had to wait for Rhino to fix this problem (which still hasn't happened yet) the set is getting harder to find which results in the cost going up. Yes, I do want it but at it's retail cost and not at flipper prices. Besides, I think something else is going on over there. I threatened them with the Federal Trade Commission and they responded with offering me not just the title in question, but another title of comparable value along with the fact the refunded my money, not at my request but as a way to appease me. That is a lot of trouble to go through when all they need to do is send me the title I ordered. They keep telling me it's in stock but that doesn't seem like the case. If they had it, they'd just send it.
    I don't take to kindly to people playing games and that is what this feels like to me.

    Maybe it's extreme but that is how I roll when people piss me off. :D
    Dave likes this.
  15. johnny6string

    johnny6string Member

    North Carolina
    Really...I'd at least like a number to call, do you have one? I can't even change my address on the site! Been a long time subscriber to Dave's Picks and they Maile you different shows all year which is great until you move. I'd love a number if you have one.
  16. Vinny123

    Vinny123 Forum Resident

    800 5463670. The number is buried deep in the site. Good luck buddy.

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