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Old 04-26-2019, 08:31 PM   #41
Nothing371 Nothing371 is offline
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whew, I actually read that whole long post.

I think you made things a lot more difficult for yourself than they needed to be. In the very first response s/he offered to send you a replacement art box if they had any extras (with the sheet). You could have just taken them up on that offer right away. Or at any point later during those back and forth replies you could have steered it back towards that original offer. That's what I would have done.

Good luck, hope you get it sorted out.
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Old 04-28-2019, 12:35 AM   #42
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I've generally had good luck with RS but suffered a few gaffes over the years, but since I've almost entirely stopped buying physical anime releases they've probably wondered where I went.
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Old 04-29-2019, 02:51 PM   #43
Girls With Guns Girls With Guns is offline
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I never, ever use the Customer Service email contact system to get an issue taken care of, I absolutely call CS every single time, so I can confirm something was done to fix my issue before I even hang up the phone. It is way too easy and all too common for them to just close the ticket and ignore your issue when you are not directly in their face over the phone. I've always gotten my issues resolved immediately, and not a week later if at all.
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Old 04-29-2019, 03:30 PM   #44
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It seems to me that after they already agreed to "make an exception" to exchange the "opened" item (that wasn't opened) that they should have just taken your word for it and not demanded more pictures. Nor should you be out $12 in postage because your item was shipped incomplete (I'm not personally anal enough for that to have been an issue, but I completely respect that some people ARE).

So it does seem to me that Rightstuf are just trying to be difficult for no real reason. If they're willing to send you a replacement copy with the intact info sheet, why not just open it up and send you the info sheet? End result is that they have an open copy sitting around no matter WHAT, but YOU don't have to pay some stupid postage amount.
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Old 04-29-2019, 06:08 PM   #45
slerch666 slerch666 is offline
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Quote:
Originally Posted by Gouki View Post
Well, here is the Lord Marksman and Vanadis Saga, edited to protect the identities of those involved.
After the first confused response, I would have picked up the phone. It was obvious the person was confused or just clueless.

Nuance like "hey, just friggin' open the one you have, ship me the info sheet and save us all some time/effort/money" probably would have worked over the phone. I've gotten several weird exceptions, like just getting cover art shipped to me by making a phone call

Yes. They should be trained to handle everything via email. But sometimes, when stuff gets annoying, the annoyed pick up the phone.
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Old 05-02-2019, 09:12 PM   #46
Gouki Gouki is offline
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Well, they are central time, and I am at work during their operation hours. (I have a coworker that likes to argue with their credit card company/debt collector/whatever, and would not like to impose arguing about Gun Gale Online over the phone with my coworkers.)

Anyway, so now I'm 4 support cases deep in this nonsense.

4 support cases.

Just kill me.

So to recap:

I stupidly forgot to use a coupon code when ordering. This is completely my fault. Part of the order was for the KOR set, which Discotek has been having some issues keeping in stock. So, in the hope that it doesn't go out of stock while dealing with their stellar customer service (ha) I made another order with the coupon code, then immediately sent in a support ticket asking to cancel the first order keep the second.

Easily taken care of, right?

(Gouki dies)

So first I'm told:

"I'm sorry to say your order is already past the point of return in our fulfillment process."

Then, they went and found the first order, unpacked it, stapled the two invoices together, packed up both orders and shipped. Did I get reimbursed for part of the two shipping charges? Nope.

So then 2 more support tickets trying to get a fabled return authorization number, which all seems fine, but since they close your ticket before actually finding a solution, I get to talk to one last person confirming the items and if I had opened them already.



Then the last message says:

Hi Gouki,

So I will be able to set up a return authorization for Darling in the Franxx and Please Teacher, but unfortunately it does look like the Sword Art Online bluray is an Aniplex item, which we are unable to set up refunds for due to publisher specifications. All Aniplex items do note on the sales page that all sales on the item are final, with the exception that we are able to do exchanges for a new copy in the case of a damaged item.

I have issued return authorization (RA) number XXXXXXX, which expires on 6/2/2019, for the return of 704400020087 DARLING in the FRANXX Part 1 Limited Edition Blu-ray/DVD and 742617190629 Please Teacher! Blu-ray.

It is very important to include this RA number with your return, and to return it to us by this date.   

Please write your name, address, order number, and RA number on a sheet of paper and enclose it in a box with the merchandise you are returning and send it to:

Right Stuf
Attn: Returns
512 N.E. Main St.
Grimes, IA 50111

Once we receive the item back from you, unused and still sealed, we will issue a refund towards the original payment method used.

If you have any further questions or concerns, please let us know.

Thanks,
XXXXXXX


You bastards...
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Old 05-02-2019, 09:40 PM   #47
gundamcero gundamcero is offline
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Can't really blame them for not taking returns for Aniplex titles if it is clear listed on their site as all sales on the item are final.
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Old 05-02-2019, 10:39 PM   #48
Gouki Gouki is offline
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I absolutely blame them, since they rescued the first order, opened it up, stapled both invoices together, packed up both orders in the same box, then shipped it, after two support tickets telling me it was "already past the point of return in the fulfillment process." Then tell me that I can return the duplicates, then then go with the Aniplex rule.

It's not like I ordered this and changed my mind, they shipped me two identical orders.

And I looks like they want me to pay the return shipping.

Looks like I'll be selling these...
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Old 05-03-2019, 01:11 AM   #49
reignofkindo reignofkindo is offline
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Quote:
Originally Posted by Gouki View Post
I absolutely blame them, since they rescued the first order, opened it up, stapled both invoices together, packed up both orders in the same box, then shipped it, after two support tickets telling me it was "already past the point of return in the fulfillment process." Then tell me that I can return the duplicates, then then go with the Aniplex rule.

It's not like I ordered this and changed my mind, they shipped me two identical orders.

And I looks like they want me to pay the return shipping.

Looks like I'll be selling these...
If I'm understanding the whole saga correctly, these were ordered after hours, and you got a reply in the morning, is that correct? If it is, this is exactly what would have happened at my workplace too (or at least, it would have if our packaging turnarounds were that fast).

The sales order would generate a work order for Packaging. Then another one would be generated, and the system would flag and collate them due to having the same shipping address. Then, in the morning at 6, Packaging comes in and starts to work on work orders in the warehouse. Packaging doesn't question the work orders, that's not their job, they are grunts. And intentional duplicate orders aren't actually that uncommon. So they'd pick up where they left off the day before, picking and packaging orders. As each gets packaged, it gets put on a pallet. When the Pallet is full, it gets stretch wrapped and put on the truck for USPS, UPS or Fed-ex to pick up. Then at 9:00 people who work in the Sales department get to work. This is when emails would be seen. So even though you would have emailed immediately, there would have been no point at which your order could have been changed, since you ordered after office hours. I know from talking to their CS that they do strongly encourage you to order during office hours just in case you do want to make changes within the two hour turnaround time, so it seems plausible.

So it really is possible that it was just too late to do anything, even without a shipping label in the system yet.
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Old 05-03-2019, 02:29 AM   #50
Nothing371 Nothing371 is offline
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Quote:
Originally Posted by reignofkindo View Post
intentional duplicate orders
being the operative phrase here

RS is just doing their jobs.
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Old 05-03-2019, 03:21 AM   #51
Gouki Gouki is offline
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I was begging and pleading with them for two tickets two hours before:

April 15, 2019, 8:18 am
Shipping Label Created, USPS Awaiting Item
GRIMES, IA 50111

Then the rescued/combined box sat there for six hours until

April 15, 2019, 2:31 pm
Shipment Received, Package Acceptance Pending
DES MOINES, IA 50318

So there was ample time to fix this, they just chose to do nothing.

I knew this was not going to be easy, but going from this:

Thanks for getting back to me, 

I have reviewed this further and would like to provide a solution for you so we can get this corrected. 

It looks like your order was combine shipped in the back, so you will be getting two orders in one package. Once you receive the package, contact us back and we will provide a return shipping label for the one order which didn't have the coupon code added. We'll then send you the shipping label so you can send the package back to us at no cost to you, and we'll refund you once the order is back to us. I will place notes on your account stating this information as well, so if you don't speak to me directly, they can get you the label set up. 

I also wanted to to provide some clarification on your order status. Even though the order may show pending fulfillment on your end, your order goes through many different phases before the order status changes to billed, or partially fulfilled. So while you may see your order shows pending fulfillment, your order may have already been scanned into, picked, and packaged. 

So with your order, for example, when you go to place an order on a Friday night, our customer service isn't here over the weekend, and we open Monday at 8AM. Our warehouse does get here a couple hours earlier than us, so they can get orders fulfilled and shipped out to customers in a timely manner. So when you ordered on Friday night, the order was then scanned into and picked before we were even in the office. At the time we got the request to cancel the order, it was already packaged and waiting to be shipped out. 

I hope this helps, and please let me know if you have any further questions or concerns. 

Thanks,



To this:

So I will be able to set up a return authorization for Darling in the Franxx and Please Teacher, but unfortunately it does look like the Sword Art Online bluray is an Aniplex item, which we are unable to set up refunds for due to publisher specifications. All Aniplex items do note on the sales page that all sales on the item are final, with the exception that we are able to do exchanges for a new copy in the case of a damaged item.

I have issued return authorization (RA) number RA15604, which expires on 6/2/2019, for the return of 704400020087 DARLING in the FRANXX Part 1 Limited Edition Blu-ray/DVD and 742617190629 Please Teacher! Blu-ray.

It is very important to include this RA number with your return, and to return it to us by this date.   

Please write your name, address, order number, and RA number on a sheet of paper and enclose it in a box with the merchandise you are returning and send it to:

Right Stuf
Attn: Returns
512 N.E. Main St.
Grimes, IA  50111

Once we receive the item back from you, unused and still sealed, we will issue a refund towards the original payment method used. 

If you have any further questions or concerns, please let us know.

Thanks,

Is just sad. I work in customer service, and the worst thing to do is close a user's ticket before the issue is resolved. I believe most of this would have been solved much faster if only one person was handling it, not four different people, who clearly do not talk to each other or reference the other related tickets, even though I include them.

The moral of this story is that if you forget to use a coupon code, just eat the $13, otherwise you will be out $234.91.

Rightsuf doesn't care.

And the saddest part of all of this is I have $529.17 sitting in their cart, about to be ordered.

Like someone in a (financially) abusive relationship, I keep going back thinking it will get better.
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Old 05-03-2019, 03:36 AM   #52
zenpai zenpai is offline
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Quote:
Originally Posted by Gouki View Post
Rightsuf doesn't care.

And the saddest part of all of this is I have $529.17 sitting in their cart, about to be ordered.

Like someone in a (financially) abusive relationship, I keep going back thinking it will get better.
Stop going back so often??? Seriously, only order during the holiday sales (besides maybe Aniplex titles you need) and quit giving them so much business when they obviously donít really give a hoot even about their high-paying customers. RS is overrated and doesnít deserve the immense support they are getting. They deserved the support until the point in 2015 when they stopped caring and basically turned into warehouse version of Funimation. Until they realize that they are steadily getting worse in their CS department because they lose profits, they will never get better. Going back and ordering from them often is just feeding fuel to the fire instead of attempting to get it under control. At this point you are only doing this to yourself.
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Old 05-03-2019, 03:55 AM   #53
Girls With Guns Girls With Guns is offline
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The beginning of their downfall was the closing of their Anime Today forum, to get ready for their big retail system software "upgrade," which from the customer's point of view still sucks major ass 4 years later, compared to how their previous system presented information to the customer. Their Purchase History pages especially are the most horrid things to view and maneuver through if your looking for an order with specific items you purchased, since the listings give you no information at all until you open them - which then takes 30 seconds for each order page to generate. The previous system showed all the titles in every order without having to actually open the order, and when you did open them, the order page came up instantaneously. And don't even get me started with the Quantity Remaining counter.
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Old 05-03-2019, 05:37 AM   #54
cfx cfx is online now
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Quote:
Originally Posted by zenpai View Post
Stop going back so often??? Seriously, only order during the holiday sales (besides maybe Aniplex titles you need) and quit giving them so much business when they obviously donít really give a hoot even about their high-paying customers. RS is overrated and doesnít deserve the immense support they are getting. They deserved the support until the point in 2015 when they stopped caring and basically turned into warehouse version of Funimation. Until they realize that they are steadily getting worse in their CS department because they lose profits, they will never get better. Going back and ordering from them often is just feeding fuel to the fire instead of attempting to get it under control. At this point you are only doing this to yourself.
I buy generally just from sales, but that aside, who else is there? Amazon sure isn't any alternative with their non-existent packing. Putting up with that sends them the wrong message too.

I buy some stuff from RACS but I don't like their policy of marking things up when they go out of print (or before like with FMP:IV) so everyone has things we don't like. Their packing for small orders is better in my experience, and certain things are slightly cheaper there like most Discotek titles.
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Old 05-03-2019, 03:03 PM   #55
slerch666 slerch666 is offline
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Quote:
Originally Posted by Gouki View Post
Well, they are central time, and I am at work during their operation hours.
You get a lunch break or other break, right? I assume you have a cell phone and could hide in your car if you needed to.

Sucks butt to use it for something that shouldn't be broken but in this case it really is the best solution.

I hate talking on the phone. I go out of my way not to do it (my wife HATES this about me). There are times I just have to bite the bullet and pick up the phone though.

Last edited by slerch666; 05-03-2019 at 03:12 PM.
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Old 05-03-2019, 03:10 PM   #56
slerch666 slerch666 is offline
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Quote:
Originally Posted by zenpai View Post
Stop going back so often??? Seriously, only order during the holiday sales (besides maybe Aniplex titles you need) and quit giving them so much business when they obviously donít really give a hoot even about their high-paying customers. RS is overrated and doesnít deserve the immense support they are getting.
I am a big ticket TRSI buyer. They do right by me. All.The.Time.

I support them because when I have a problem, they fix it. I've had to call about 6 times in the last *checks email archive* 14 years for something they weren't getting via email.

I've also had to call when my credit card number had been stolen to get it updated in the system for all my preorders.

My recommendation, that I've never needed with TRSI, would be to aim for top.

Emailing Shawne Kleckner ( shawnek @ the address you likely suspect would go here). I've emailed him several times for license requests and gotten responses so he does read them.
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