Got Issues With Your Store Order?

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January 4, 2008 - 9:27am

502 replies

marye

Joined:
May 26, 2007

(9/29/09)
We think the technical issues that caused so many difficulties have been resolved.
If you are unable to log on using the email address you previously used in your Store account, please try setting up a new account.
If you are unable to complete an order online and get the Call Customer Service error message, your quickest path to getting this resolved is to actually call 1-800- CAL-DEAD (or 201 751 6746 for non-U.S. folks). Or email customerservice@dead.net.
If this does not work for you send me a PM with the details and we'll get on the case. But at this point it SHOULD work and we want to know if and how it doesn't.
Thanks!

(9/24/09)

Many people who were formerly having problems getting their orders through have now been successful. If you're still not able to get your order through, there is now a designated email address to get this fixed.

If you're still unable to comple

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May 6, 2009 - 12:26pm

#421

gratefulgerd

Joined:
June 7, 2007

International Orders

This is my last try to get any reply about problems with my recent international orders. I'm about to give up ordering from GD Merch. and leave the online community since it seems only money is what it's all about. Pls. excuse my abilities to express myself in proper English.- my mails to the customer service have not been answered for over 4 weeks - recent CD orders were sent by FedEx instead of shipments with USPS (as order form said) - this led to unnecessary administration fees for customs handlings, charged from FedEx - means, in addition to the custom fees, FedEx charges ca. $ 16 for each order to do the customs processing. No matter if you ordered a 100 CD's or just a single one! - USPS doesn't charge any fees! - USPS might be a little bit slower but always was liable. My experience for lots of GD-orders goes back to the early 90's - for the last two orders I've paid an extra of ca 32 $ to FedEx (plus custom fees and shipping) - subject here is the FedEx handling of 32 $. Since GD-Merch. has not responded to my concerns and I'm not willing and able to pay a fortune in future music orders I'll just give up collecting! I maybe should not have accepted the deliveries from the FedEx guy. gratefulgerd
May 6, 2009 - 9:27am

#422

PHILSTARDRACUT

Joined:
May 6, 2009

DeadNet orders

I would like to know if anyone else is having MAJOR problems gettong their orders from the website.I placed an order several weeks ago and can't even get an order confirmation.Any suggestions on how I should approach this?
April 30, 2009 - 10:59am

#423

marye

Joined:
May 26, 2007

schank

I'll make some inquiries. Meanwhile, if you wanted to PM me your order details that might be helpful.
April 30, 2009 - 9:27am

#424

schank

Joined:
March 7, 2009

4-19-09 worcester mass. CD 2 songs 2-5 not recorded right

I bought the above recording at the Buffalo show, but was disappointed when halfway through Fire on the Mountain, the CD started skipping and does not play right until song 6. Discs 1 and 3 are ok but I need a replacement disc 2. Since I didn't order it from the store here online I was hoping you could at least give me a number to call or something. My email to customer service has not been answered though. Can anyone help me?Schankowitz@yahoo.com Thanks Steve
April 28, 2009 - 10:32am

#425

steve7berg

Joined:
April 12, 2009

MSG DL

Brendo, Most likely will be put up thursday. They said it take 2-3 days to put them up but thats not true. The nassau show has yet to be put up also. It took 5 days to put up the albany show so i figure at least 5 for all the others.
April 28, 2009 - 8:18am

#426

johnman

Joined:
December 26, 2007

tell them

johnman is available to answer the phone, in america, speaking english or our american derivitive
April 28, 2009 - 6:37am

#427

brenodo

Joined:
April 14, 2009

patience will get you nowhere

I called in to the phone support number and the woman insisted on speaking spanish to me, would put me on hold and return to speak spanish again. Are the GD only offering help in spanish now-a-days ? hmmmm brenodo
April 28, 2009 - 6:27am

#428

brenodo

Joined:
April 14, 2009

4.25 MSG show pre-order

Good morning, I placed a pre-order for the download of 4.25 MSG show and have yet to see it available for d/l. Will I be sing that soon ? brenodo
April 27, 2009 - 7:51pm

#429

ace1

Joined:
June 4, 2007

Grateful Head

Hey now brothers and sisters, here's a happy story: I got mail from Meggan at store's customer service that my situation had been corrected (I d/l two of same show as a newbie... yeah I posed with the cone for Europe 72... and would rather have D.C. from this tour. Message said my credit card was refunded the cost of the 2nd d/l so when I see it appear in the online bank account, I''m gonna d/l Washington D.C. Looks like they got it together (or Meggan found it and patched its bones) for me, and I know they will for you too! @->--- @->--- @->--- @->--- @->--- @->--- I dunno, it *must* have been the roses! First show 11/23/68 ATHENS OHIO ... Anyone have it for trade? Cheer'n'merry Sunshine!
April 27, 2009 - 5:26pm

#430

skepticalthinker

Joined:
April 23, 2008

A recommendation for those having problems w/ order fulfillment.

Like many, I was one of those who ordered the RT/PJ combo and did not receive the bonus disc. Forum posts suggested Customer Service was aware of the issue, so I waited a week. Still nothing. Marye graciously solicited PMs from those still waiting, and she supposedly passed the word on my situation. Still nada. Like others, I tried contacting CS via the contact form on the store site. My query languishes there, unanswered, to this day. I called the toll-free number and spoke to someone with a nearly incomprehensible foreign accent who apparently had similar difficulty understanding me. After providing my order number and having to slowly spell out my name and e-mail address, the CSR promised to notify the proper authorities. And four days later, I GOT MY BONUS DISC (sent by 2nd Day Air). Reading posts here, I feel fortunate. I have had some most unpleasant experiences recently with dead.net Customer Service. My next step would've been to contact the US Better Business Bureau, and I encourage all US customers who have order fulfillment issues to do so at https://odr.bbb.org/odrweb/public/getstarted.aspx The BBB gets involved with trying to settle disputes, and I've had good luck in the past when they've intervened. In addition, they maintain ratings on companies based on their performance. The Dead have always been an 'A' band. Let's make sure dead.net gets with that program.

John Perry Barlow

John Perry Barlow

Forums

User Concerns

(9/29/09)

We think the technical issues that caused so many difficulties have been resolved.

If you are unable to log on using the email address you previously used in your Store account, please try setting up a new account.

If you are unable to complete an order online and get the Call Customer Service error message, your quickest path to getting this resolved is to actually call 1-800- CAL-DEAD (or 201 751 6746 for non-U.S. folks). Or email customerservice@dead.net.

If this does not work for you send me a PM with the details and we'll get on the case. But at this point it SHOULD work and we want to know if and how it doesn't.

Thanks!

(9/24/09)

Many people who were formerly having problems getting their orders through have now been successful. If you're still not able to get your order through, there is now a designated email address to get this fixed.

If you're still unable to comple

How can I edit my shipping…

How can I edit my shipping address. I made a small mistake in that I should have written “20th Floor” but wrote “29th Floor.”

What is wrong with ordering process?

trying to order this years Daves Pics. just get blue text that is not interactive. Please Help resolve.

Recent release of New Dave's Picks

I have been ordering Dave's Picks for myself and my son from you for years. With everything going on with Covid, work, holidays, etc. I only recently realized I never got notification of the 2022 issue, so never bought the two sets. I realize that ship has sailed, but please make sure I get next year's release notice. Thanks

Robert Quinlan

Dave's Picks

I received the email about my Dave's Picks subscription and the release of Vol. 41 on 1/28/22 but I have not received yet. Have they shipped yet?

How do I check the address that they are being sent to? I moved in November.

thanks,

Brian

BWhite

Send me a PM with the details and I will ask the Doc to investigate. Sorry for the trouble!

Shop order still processing a month after

I'm having a delay problem with my store order. I ordered it a month ago and it's status shows as still processing. I sent a customer service message but it's been 5 days and I haven't heard anything beyond the auto generated email confirming they received it. Is there any way I can find out what is going on with my order?

Hi, how do you change a ship…

Hi, how do you change a ship to address for the balance of your Dave's Picks Subscription?
JonD

assorted issues

please send me a PM with the details and I'll see what the Doc can do to fix things.

Dave's Picks ship to change

How do you send a PM?

PMs

somewhere, probably up in the upper right hand corner, is a pulldown menu next to your avatar, and Message is an option. Also on your profile page, Write Message is an option.

Hi Marye

Can you help Tom Tom with his order for DaP 43? He is posting on the 43 thread and it doesn't sound like he knows how to navigate or PM. His order # 137400000458713 ordered 7-13-22. He lives on the res. and it could be just a slow delivery as others have just gotten theirs in the last day or so. But even Gerd in Germany has his now. Thank you.
Cheers

Lyceum’72 24LP

Hi, hoping to get help with my order status. I’ve emailed customer service several days ago, but have yet to receive an answer as to why my order is in limbo. I preordered the 24LP box set of ‘72 Lyceum: The Complete Recordings on April 7, 2022. Dead.net shows Order Complete on 7/28, when I click view order and track shipping it shows that a shipping label was created, but it never physically entered UPS’s system.

Heads up re construction activity in The Store

Hey now! We’re updating a few things at the Dead.net store with an eye towards bringing you a better shopping experience. Thank you for your patience during this process and, if you have any questions, please contact our customer service team.

Help With Dead.Net Order

I placed an order on 9/27, order #137400000476270, and my card was charged but my merchandise has not arrived. When I enter my order number on the site it says it does not exist. I have sent multiple emails regarding this situation and they have gone unanswered! Every number I call is wrong. This is terrible customer service and I am very disappointed!! Also, the stuff I ordered is for a Halloween party and I'm worried I won't get it in time! PLEASE HELP!
Peace.

I am having issues with one…

I am having issues with one order and one return, I have contacted customer service and have yet to receive a reply.

BigSky, Joey

Please send me a PM with the details and I'll see what the Doc can do.

Can't complete order for Dave's Picks '23 - Authentication Issue

I am logged into my dead dot net account, I add Dave's Picks 2023 to a cart, as soon as I select checkout, I am asked to log into my account again and the application doesn't recognize me. Tried two different browsers on my Mac and two on Windows, same issue. Javascript is enabled. Can dead dot net support help me? I've sent emails and left voicemails at the support line. HELP!

Please help

Hi marye.

I need help with 3 pre-orders that I ordered. All items are showing in stock, or sold out now and according to comments folks overseas are receiving their items. I have attempted to contact customer service and no one will get back to me. Can you help me

Cancar

please send me a PM with the details so we can track this down. Sorry for the trouble!

Thank you so much

I will PM you now. Thank you!!!

PM Marye

Thank you for everything. I think that PMd you correctly. I sincerely appreciate your help on this. I've had no luck getting answers on those three orders. If I PMd incorrectly, please let me know.

Thanks Cancar

got it and passed it up the line!

Defective Disc CD2 Dave's Picks Vol 48

I was told to contact you for help as I am not getting anywhere! My CD2 of this newest Dave's Picks has a glob of something (glue? plastic?) And won't play.
I have written in and got nothing back.
I need a replacement of only CD2
My order number was 137400000016959SF_US
My Address is:
Larry Salvisberg
3336 Kerner Blvd.
San Rafael, CA 94901
email: larryguate@hotmail.com
Thank you so much for any assistance or referal you can give me!

What is the deal with Dead…

What is the deal with Dead.net and their total lack of customer support? I’ve never before dealt with any business on any level that absolutely refuses to respond or provide any sort of reasonable customer support. I’ve tried every way I can find to get help with an order and get nothing but automated responses. I followed instructions in one of these and replied to their useless response and still get no help.

Larry

I've passed your message to the Doc, who I hope can resolve this. Richmo, please send me a PM with your issues and I'll see what I can do. So sorry for the trouble.

Dead.net order a month waiting

I made a order for the new dp vinyl release on may 3. Got an order confirmation but no shipping confirmation. Sent in a ticket for customer service and no response. Order number 137400000067190SF_US. Looking for some sort of response?

Thanks

Shed

I'll pass this to the Doc and see if he can figure it all out.

Order has not shipped

Hi Marye,

I placed an order over two weeks ago, and I still have not received a shipping confirmation. I am eager to receive my order, and I am getting concerned because this is the fourth time I am attempting to contact customer service. When will my order ship? My order number is 137400000071576SF_US. All of the items I ordered are in stock according to the website. Please help!!!!!!

Josh

let me see what the Doc can do here...

Bear’s choice items shipping?

Hello. I placed an order on 4/15 for three of the Bear’s Choice items. I believe they were to start shipping earlier in May, but I don’t see any updates to the order I placed. Have items from this collection shipped yet? My order number is 137400000057371SF_US. Thank you for any help!

Thanks!

Thank you so much Marye!

Marye

Hi Marye - I’m having trouble with my DaP 46 shipment - please see your PM for details. Any assistance is appreciated. Thank you.

Bear's Choice

I'm also waiting for 2 Bear's Choice 50th posters, the "release date" was May 5th. I contacted customer service and haven't heard anything back.

Mike

your PM seems to be lost in transit?

Hi Marye

Please disregard my previous message. All worked out. Thank you.

Yay!

Thanks for letting me know.

Shipping issue

Could I have some help with my order? Order #137400000058383SF_US from April 20 - still not shipped, and multiple emails not responded to.

Cale

Passed this to the Doc. Please send me a PM with the details and I'll see what he can do.

Issue with Dead.Net order - infinite support loop via email help

Update: Crap! Finally received a response (interesting timing)... Poster is out of stock and I'm SOL. At least I was offered a refund, but that doesn't make my walls look any more artistic. Sigh...

Hello! I'm looking for some assistance with my order 137400000054361SF_US that was damaged in transit... I've tried using the support option in the store and after two weeks have received the same form emails three times and appear to be in an infinite loop!! Still no response from a human or even a bot that is doing more than asking me to resubmit the same info repeatedly. Help!! Please!!!

Order won’t ship

Hi I placed an order over three weeks ago and has yet to be shift and I am tired of waiting for it. Can you please help me I don’t know what to do and I feel like I’m wasting my time. Customer service has not been helpful. #137400000073539SF_US

CG

Please send me a PM with the details and I'll see what the Doc can do here.

Damaged shipment

My copy of the most recent box set was dropped by the Carrier. The outer cardboard container as well as the product itself show damage to one corner. Several of the CDs arrived loose, having been flung from their seats in the folders

I have contacted customer support as well as sending a message to the address used to report damage. I received an automatic reply from customer service, and no response from damage reports.

Is there anyone who can help me get a new undamaged product for my money?

DK

Please send me a PM with the details and I'll see what the Doc can do.

Keep the faith and have a bottomless well of patience

Well folks, last week I finally received my Dave's Picks 46 + Bonus. I want to shoutout Marye; Dave Lemieux; and customer service reps Sherry and Mac at Warner. I'll never know why it was so complicated nor why so many folks had to get involved, but in the end Mac put a copy into an envelope and sent it to me via UPS 2nd day.

Continued difficulty with damaged shipment.

After weeks with no response, I got an email message at 5:02pm Eastern (on a Saturday!) asking for a photo of the damage. I also received an email telling me that my request was going to be closed because I have not responded to their earlier message. Both emails were sent bearing the same time stamp, 5:02 PM today. The same minute!

Of course I sent a photo. And an all caps screaming email.

Still no word

I notified the vendor that my shipment was damaged. I responded to the emails they sent. I posted on this forum several times.

I have not received any word of any effort toward any resolution. What I'd like to hear is something like "we shipped a replacement." When will that happen?

This is just incredible

It's been weeks since I heard that they were going to send me a label for me to return my damaged shipment. Does no one care about customer service?

I bought the box set the day it was announced. My shipment arrived damaged. All I want is an undamaged product for my money.

Seriously, does no one care about an extremely loyal buyer? Should I pursue legal action?