(Crunchyroll Store) Rightstuf Customer Service: Issues & Problems

[El_Fez]

Originally Posted by BWBODDY

Oh my yes, I'm up there as well ( many years buying from them )
They can actually tell you how much you've spent with them if you ask,
at least they still did about 5+ years ago when I asked ( $12,000+ I was told at that time )

Jesus, I have been buying from them since 1999-2001-ish on a pretty consistent basis (My pace has slowed WAY down since those early days of my youth, tho. I was getting a box on a nearly weekly basis back in the golden years). Hell, my order history doesn't go back that far - so I'd hate to think how much I blew on anime through them.

**EDIT**
Yeah, I just checked. The earliest I have on record is 2013. I have at least 10 years of purchases before that.

[BigOnAnime]

Unfortunately when the site redesign happened in 2015, they gutted the old order history, though you were able to request your older history which would be sent via an excel doc. They later added history going back to 2013, though there were some errors.

[Tsukiyomi]

Originally Posted by BigOnAnime

The "death grip" hubs are basically similar to Scanavo's 1-disc hubs that they still use for SteelBooks. Good trick is to move your index finger left and right when lifting up. Discotek began using no-brand cases when they got caught up in the Warner distribution mess, and this continued after they moved to their own distribution. Before that they used standard cases, primarily VIVA Elites (which have been trash for the last 4 years due to cost-cutting, the plastic is now too thin-see: complaints of 3+ disc hubs not holding the discs). Saint Seiya did come in a Vortex (brand of Amaray-ying-yang hub company) case, so it seems it's possible for them to move to more standard and widely used cases, hopefully to the company that makes cases with 5-arrow hubs because again, VIVA went from the best to one of the worst given they can't do what they're supposed to without help from a DS stylus.

How does a DS stylus help with these cases can you explain?

[neoz]

Originally Posted by Tsukiyomi

How does a DS stylus help with these cases can you explain?

You use it on the center hub?

[BigOnAnime]

Allow me to demonstrate (planned on making this video a while ago, I got The Ancient Magus' Bride Part 2 in February), with 2 completely garbage hubs, and another on a DVD case that works, but was loose, but after using a DS stylus on it, it's no longer loose at all. You use the stylus to push the hubs up. The problem with VIVA Elite cases is a few years ago they made the plastic even thinner, and a result, everything is thinner and more fragile. The arrows will often arrive smashed in (See how the arrows are all smashed in, despite my crap lighting?). By using a DS stylus, you can push them back up and get them to latch onto the disc. BTW, this will also work on hubs that are on the case themselves rather than the flaps. Fixed a few bad hubs on my Sailor Moon Blu-rays that way. That though is of course a bit trickier because of the plastic that keeps the cover sheet in place. Should be noted, this doesn't make things perfect, it won't be as good as if it did its job in the first place, but at least you won't have discs sliding everywhere. Fixed plenty of bad hubs by doing this.

Fix Loose VIVA Elite Blu-ray/DVD Case Hubs to Stop Discs Staying Loose - YouTube

[IdeaOfEvil]

Does anyone know the best, easiest way to get an exchange for an item? My Captain Tylor arrived crushed, and I want a new one. But it looks like if I claim it arrived damaged in the mail there's a ridiculous form that I'll have to print out, sign, scan, and then email them back with. But if I say the item is defective, then they just require you to email them with pics (I guess). BUT THEN, if I want them to send me the same item, but in a premium box to avoid cosmetic damage, wouldn't I have to admit this first set I was sent was damaged due to crappy packaging?

I don't know what to do. Has anyone tested out a best method to do an exchange with their new shipping rules?

[pikagreg]

Originally Posted by IdeaOfEvil

Does anyone know the best, easiest way to get an exchange for an item? My Captain Tylor arrived crushed, and I want a new one. But it looks like if I claim it arrived damaged in the mail there's a ridiculous form that I'll have to print out, sign, scan, and then email them back with. But if I say the item is defective, then they just require you to email them with pics (I guess). BUT THEN, if I want them to send me the same item, but in a premium box to avoid cosmetic damage, wouldn't I have to admit this first set I was sent was damaged due to crappy packaging?

I don't know what to do. Has anyone tested out a best method to do an exchange with their new shipping rules?

I would just contact CS and see what they think. I have had them send me replacement art before. I have never had a damaged Nozomi title box but they might be more lenient since it is their own title.

[psychopuppet]

Anyone’s latest Rightstuf shipments taking the scenic route ?
Typically my stuff leaves the Des Moines PO then gets to the Philly PO ,but this time the one in transit went to Carol Stream IL . I’m thinking it’s probably the Holiday messing things up . Was just curious if anyone else is seeing anything out of the ordinary ?

[nagpo]

Is the rightstuf insurance worth it? Seems kind of like a waste. Their packaging has always been good in my case

[BWBODDY]

It just seems like an additional layer of B***S*** if you ask me....

[pikagreg]

I don't think it's worth it personally. It feels like something they did because of how screwed USPS was last year but they are doing a lot better now.

[Member-571539]

Originally Posted by BWBODDY

It just seems like an additional layer of B***S*** if you ask me....

It’s only bull sh*t until your package is crushed.

[Glorian]

Originally Posted by gloomranger

It’s only bull sh*t until your package is crushed.

Well, it might depend on the person, but that's never happened to me. And I buy a lot from Rightstuf, and have been doing so since 2007.

Not saying it could never happen, but the math doesn't make sense. With as rare as it is, it would be cheaper just to order a replacement if something got crushed, as opposed to paying a dollar or two an order for, say, the next 3 years (or longer) til that happens. Not to mention the hassle it would save me from filing a claim and the associated mess.

[starsteam]

Hello everyone, very recently, a huge thunderstorm has passed by our headquarters in Grimes, Iowa. There was golf ball to baseball-sized hail and torrential downpours. Thankfully, there have been no injuries! That is the most important thing to us. As expected, there has been some damage to our warehouse. We are still assessing damages and will keep you updated on the situation as soon as things come up. We are sorry for any delays or any inconvenience this may cause. Unfortunately, nature is not something we can control. We will try our hardest to keep everything running as smoothly as we can!

Hopefully damages aren't too bad. I mean, with so much out of stock and stuff. I kid.

[veritas]

personally I think damage or lost goods should be an issue between the the person shipping and the shipping company not the person goods are shipped to. the customer has no control over what condition the items are in when they are shipped and has no control over packaging or how how they are shipped to the customer in general (besides speed rarely). the customer is generally buying simply in good faith so they need the most protections. For all the customer knows right stuff had a lazy or mad warehouse worker ship a mangled badly packaged product. The fault in these scenarios is on either the shipping company or the shipper so they should leave the customer out of the dispute not try and sell insurance to the customer for their own bad practices.

personally I don't think I would want to do business with a company that's operating like this. imagine ordering a meal on door dash and the food never arrives or arrives inedible and door dash and the restarant just point fingers at each other and refuse to give you your money back unless you pay an extra fee with every order. it would be absurd for almost any business involving a customer in your own inter business problems.

[BWBODDY]

Originally Posted by veritas

personally I think damage or lost goods should be an issue between the the person shipping and the shipping company not the person goods are shipped to. the customer has no control over what condition the items are in when they are shipped and has no control over packaging or how how they are shipped to the customer in general (besides speed rarely). the customer is generally buying simply in good faith so they need the most protections. For all the customer knows right stuff had a lazy or mad warehouse worker ship a mangled badly packaged product. The fault in these scenarios is on either the shipping company or the shipper so they should leave the customer out of the dispute not try and sell insurance to the customer for their own bad practices.

personally I don't think I would want to do business with a company that's operating like this. imagine ordering a meal on door dash and the food never arrives or arrives inedible and door dash and the restarant just point fingers at each other and refuse to give you your money back unless you pay an extra fee with every order. it would be absurd for almost any business involving a customer in your own inter business problems.

Well said!

[Member-571539]

Originally Posted by Glorian

Well, it might depend on the person, but that's never happened to me. And I buy a lot from Rightstuf, and have been doing so since 2007.

Not saying it could never happen, but the math doesn't make sense. With as rare as it is, it would be cheaper just to order a replacement if something got crushed, as opposed to paying a dollar or two an order for, say, the next 3 years (or longer) til that happens. Not to mention the hassle it would save me from filing a claim and the associated mess.

I say that because I had a package crushed during shipment. Whatever landed on it, split the damn thing open so that I could see the G-Gundam Ultra box set I had ordered, winking at me. Now that’s over a $100… so your suggestion of ordering a replacement would not have been cheaper by any stretch of the imagination because I got it on a sale and the sale was long over by the time I got my crushed box. Fortunately, Rightstuf were able to replace the damaged items about a month later. I’ve paid extra for shipping ever since.

[bigzgod]

Originally Posted by nagpo

Is the rightstuf insurance worth it? Seems kind of like a waste. Their packaging has always been good in my case

Link

That thread with the update seems to indicate that the insurance doesn't require you to send the items back or pay for return shipping if the claim is approved?

If it's really that simple and easy, it could definitely provide a lot of value.

[nagpo]

Originally Posted by bigzgod

Link

That thread with the update seems to indicate that the insurance doesn't require you to send the items back or pay for return shipping if the claim is approved?

If it's really that simple and easy, it could definitely provide a lot of value.

Thanks. I got it on both orders I just made. Hopefully I wont have to use it but if I do I'll let you guys know about the process.

[Glorian]

Originally Posted by gloomranger

I say that because I had a package crushed during shipment. Whatever landed on it, split the damn thing open so that I could see the G-Gundam Ultra box set I had ordered, winking at me. Now that’s over a $100… so your suggestion of ordering a replacement would not have been cheaper by any stretch of the imagination because I got it on a sale and the sale was long over by the time I got my crushed box. Fortunately, Rightstuf were able to replace the damaged items about a month later. I’ve paid extra for shipping ever since.

Like I said, it depends on the person and the situation, but the math does work, at least for me. Thing is, you've got to look at the long term costs, not an isolated individual case (in other words, if you spend $200 in insurance fees over 5 years, and have one item worth $50 claimed in that period, the insurance is more expensive than just replacing the item yourself).

I tend to make 2-3 orders a month, and so if I paid a dollar an order, and went 3 years before a package was crushed, you're talking $72-$108 on insurance in 3 years. And it would actually be more than that, both because it's a percentage of the order for larger orders (so more than a dollar), and because the actual rate is way less than once per 3 years (it's never happened to me once in a 14 year period).

So no, using your example, if that had happened to me, I'd at best have roughly broken even using insurance on a $100 item. And realistically, I'd end up spending way more on the insurance over the years than I'd ever see returned on any individual order, even the more expensive ones. So yes, it most likely would be cheaper in the long run to skip the insurance, even if it's a more expensive item, and even if it's not on sale any more.

Now it might be different if your local mail service is worse, and you get crushed packages all the time. But in my circumstances, the insurance makes no sense at all, and it really would be a better idea to just order a replacement for a fluke event like that.