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Old 04-29-2019, 04:30 PM   #41
PGW PGW is offline
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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, 07:08 PM   #42
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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, 10:12 PM   #43
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, 10:40 PM   #44
gundamcero gundamcero is online now
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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, 11:39 PM   #45
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, 02:11 AM   #46
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, 03:29 AM   #47
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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, 04:21 AM   #48
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, 04:36 AM   #49
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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, 04:55 AM   #50
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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, 04:03 PM   #51
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 04:12 PM.
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Old 05-03-2019, 04:10 PM   #52
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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Old 08-01-2019, 04:42 PM   #53
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Has anyone had to deal with getting a manufacture defective item from rightstuf? I recently went to watch a bluray I ordered from them and during playback it froze up, I looked at the data side and noticed a scratch on the disc. I put other Blu-ray’s I had in the player to make sure it wasn’t my player and never got another scratch so I opened a defective item exchange claim. I got the return authorization and was told to ship to their address. So I figured I’d get reimbursed for the $16 shipping (yeah I don’t ship stuff a lot and this was the cheapest method offered I was shocked). But when i opened a new case since my original one was closed, I was told that returns were on the customer. I messaged back to remind them it was a defective product exchange not a return. There response was to remind me their policy is that shipping for all items back is the responsibility of the customer. I’ve ordered a lot of items from rightstuf over the years and their customer service has always helped me even if it takes some time because it’s usually through email, I’ve never had a problem. But this just shocked me. It really makes me rethink shopping with them because there is no protection for the customer if they receive a defective product. I know a manufacturer defect is not their fault but they should try to make it as easy for their customer as possible when it does happen. Now instead of recommending rightstuf and them gaining potentially more customers I can only recommend people to stay away or use them at their own risk. It really makes me appreciate Amazon because if I have any problem with a product within 5 minutes of starting a return you already have your free return label. I’m interested to hear the forums thoughts on the situation

Last edited by honis7; 08-01-2019 at 04:54 PM.
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Old 08-01-2019, 05:27 PM   #54
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It is a weird flex but Rightstuf ALWAYS puts return shipping on the customer even if it is a defect. Media Mail is a cheap service but it does suck that they didn't offer it to you when you went to ship your item. It is kind of dumb but their CS outside of that has always been good to me and their packaging still makes it worth it since things are fine 99% of the time.
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Old 08-01-2019, 09:11 PM   #55
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Nonsense.
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Old 08-01-2019, 09:37 PM   #56
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Quote:
Originally Posted by cfx View Post
That's not just Rightstuf. Everyone* requires you to pay return shipping on defective items, and it's been that way forever.

If you read the warranty with nearly any product, it will explicitly state the owner is responsible for cost of shipping any item to the manufacturer or a repair center as well.

*I'm sure there are exceptions and given enough time I could think of one or two. Still, this is SOP.
I mentioned in my post Amazon, there is no payment for return shipping, you just print out a label, slap it on the box, and drop it off at ups. I understand RightStuf isn't a multi billion dollar company but they are at the very least where many of us collectors go to in order to find exclusive or cheaper anime, manga, etc. and they have some really great sales which bring in more business. It just baffles me that their response is just its our policy and that's not changing sorry not sorry.

I have worked for a retail grocery chain and whenever a customer comes in with an item that they were unhappy with, it was damaged and no one noticed until they got home, or whatever the case is we refund it no questions asked. And yes you have the scum who try to take advantage of the system and steal products off the shelf and try to return them, but after a while you learn who they are and management steps in to verify the transaction or tells them sorry try another store. Amazon has this same principle, a customer returning a product every once in a while is no problem and has no issues because the general user is a good customer, but when someone is sending back so many returns in a short amount of time the account is flagged and manual action is taken to allow or deny a return.

All I'm trying to say is RightStuf is a great place to shop and 99% of the time there are no problems. But the 1% of times they send out a product that they have no idea is already damaged because it escaped QC and their response is we'll replace but you have to front the money to get it back to us is just a scummy way to treat the customer who already is upset their $100+ limited edition box set has a damaged disc.

I just wish they would focus more on their customer service and try to make things right for their customer not because they have to, but because that's how you keep customers happy and coming back and earn additional customers in the future.
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Old 08-01-2019, 09:56 PM   #57
pikagreg pikagreg is online now
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Not sure about Crunchyroll but Sentai (even though they ship through RS) and Funimation both pay for return shipping on defects/damaged items.
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Old 08-01-2019, 10:10 PM   #58
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Quote:
Originally Posted by honis7 View Post
I have worked for a retail grocery chain and whenever a customer comes in with an item that they were unhappy with, it was damaged and no one noticed until they got home, or whatever the case is we refund it no questions asked.
Well, technically the customer still paid to return the item. They used gas when driving back to the store to return it. You didn't drive to their home to retrieve it.

I do believe they should supply a label for returns of damaged products but not arbitrary returns. Problem is they have to deal with finicky Anime customers who call something damaged because there's a slight mark that you have to hold the case under a light at 72.8 degree angle to see, so they don't want to foot the bill for those repeated returns.
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Old 08-01-2019, 10:33 PM   #59
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Amazon has always come through for me unless it's something like Deep Discount shipping Death March to the Parallel World Rhapsody in too big of a box with a single air packet on the hard side, where there is no stock to exchange with.

Although sometimes it takes four returns to get it right. (They sent me unshrinked copies of a Prison School volume four times. That was some fun time on chat.)

But on the bright side, you could have been done dirty like me and be out $234.91.
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Old 08-01-2019, 10:40 PM   #60
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"Nearly everyone" requires the customer to pay return shipping sounds like an exaggeration to me, unless you guys are dealing with really small boutique sites (which, to be fair, is possible considering that we're in an anime thread). I would absolutely think twice about using Rightstuf after this. They may think they're saving a few dollars, but their policy makes absolutely zero business sense to me and will only end up costing them money in the long run IMO.

(I wandered into this thread accidentally but felt compelled to comment...)
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