• Post reply
    502 replies
    marye
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    (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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  • #101
    Tom G
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    Joined:
    I am in the same situation. …

    I am in the same situation. Still no Vol 32. Lots of emails and calls and still no music. Truly sucks.

  • #102
    mdizzard
    Joined:
    Warner Music Group killing Dead.net

    Should really just put your operation on hold untill you are organized adequately to handle your customer base with care. I had 1 purchase never ship. Replaced the order along with an other item and 1 arrived then all refunded as an apology. Thank you Dr. Rhino. Purchased a replacement yet again, and it was simply refunded. No questions asked. So now as a Canadian I am simply being refused the opportunity to purchase from Dead.net. by WMG. I think there is a serious issue that needs addressing here.
    Furthermore, the general policy for international shipping including Canada is that items will take up to 6 weeks untill shipped. Not received but shipped. There is not a single vender in the US that cannot get an item in the mail in under a week. I am not referreing to preorders either. This is ill!

    Edit: I would like to add, this is not just related to Dave's Picks. This is an issue with all Dead.net merchandising being handled by Warner. Mugs, sweatshirts AND music. I realize a massive warehouse move is going on. I was also told warehouse issues have been resolved. 2 months to receive items due to shipping policy is an another issue.
    Lastly, nobody has time to deal with the lack of customer service by phone and the non-responces to email inquiries. Could take 6 inquiries from scratch untill it gets to Rhino and something gets done.

  • #103
    weebey22
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    Order Issue

    Hello - We've been dealing with an order issue related to Dave's Picks 32 since mid-October without a resolution. Our last three emails to support have gone unanswered, stretching back to mid-November. Is there anyone here than can help?

  • #104
    allman
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    Joined:
    10 weeks!

    GRATFULGERD, I've been waiting 10 weeks. How is 8 weeks or 10 weeks acceptable? Total mess at this point.

  • #105
    gratefulgerd
    Joined:
    Still Waiting - order placed Nov. 26th 2019

    Transfered money was taken right away, 8 weeks ago. But no further actions yet.
    Don't know what to do. Wonder what will happen to my 2020 DP sub?
    Any advice?

  • #106
    allman
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    Joined:
    never received

    Still have not received item that was supposedly shipped 1/8/2020 with a UPS tracking number that did not work. Have not received anything ordered in November 2019 (over $100 worth with S/H and taxes). Nothing from customer service. I try to keep things positive, but I am beginning to think ICECRMCNKD is correct.
    Can I at least get a tax document to the $100 contribution made to the store?

  • #107
    allman
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    Joined:
    warehouse still messed up

    I am still waiting for 3 items ordered in November. I received a shipping notice that one item shipped on 1/8/2020 (one week ago) with a tracking number that DID NOT work (UPS tracking number). Item has never been delivered. I live one state over from the warehouse location and it should take UPS 2 days to deliver most items that are shipped from that state (last Dave's pick took 2 days). It is obvious that this item never left the warehouse and yet I am still without my orders and out over $100.00.
    I can't believe the mess that will happen when Dave's pick is shipped out in a few weeks.
    Can someone take charge of this situation?

  • #108
    gratefulgerd
    Joined:
    My order from Nov. 26, 2019 - Warfield, SFO

    No shipping yet!
    What happens???

  • #109
    icecrmcnkd
    Joined:
    Yes Satchmo

    They are pretty much just running a scam at this point.

    At the bottom of the web page is a Better Business Bureau (BBB) logo. File a complaint with the BBB.

  • #110
    Satchmo@
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    ORDER NIGHTMARE

    I ordered a copy of Grateful Dead scrapbook for my UK Dead Head husband for Christmas. I ordered Nov 9th
    Book was eventually sent 13th Dec. I received UPS delivery status for 16th Dec. Then it all went wrong. I was told by UPS and invoice was missing so book started to travel around the US. UPS contacted this so called company for the missing info....Nothing was heard. In that time I received an import tax demand from UPS for £27.13, which seems pretty high. I paid it. I wrote to Customer services asking for help on this item. NO RESPONSE.....UPS again asked for the missing invoice.......Nothing was sent. Eventually UPS returned the item back to them on 23rd Dec. I have written again to customer services....NO RESPONSE.......I tried ringing them...NO CALLS ARE BEING TAKEN ON THIS NUMBER. So I have paid $63 (including shipping) £27.13 ($35) import duty and no book. They have not even acknowledged receipt back of the book. I am now convinced this site is bogus, is just taking money of customers.

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Submitted by marye on
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

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Submitted by marye on Fri, 09/25/2009 - 10:32

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it's my general understanding that it will continue to add offerings.
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17 years 5 months

Submitted by gratefaldean on Fri, 09/25/2009 - 10:49

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So unsettling when the downsizing starts, and continues and continues. It's been a year since my company started it, and it just keeps on happening. I keep saying: I still have a job I still have health insurance It's my new mantra, well, my year-old mantra. The eternal optimist in me thinks that he sees the light at the end of the tunnel, the paranoid conspiracy theorist insists it's another oncoming train. I choose to believe the optimist, but the paranoid guy is just so loud and has all that pesky precedence on his side. I'm so stupid that I turned down a potential job offer this week because it would have meant moving to another state, yet again. The optimist guy better better damn well be right. Hang in there Mary, and everyone in similar circumstances.
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16 years 8 months

Submitted by marshking710 on Fri, 09/25/2009 - 12:52

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Does anyone know if the Scrapbook is a pre-order item?
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17 years 6 months

Submitted by ivhs72 on Fri, 09/25/2009 - 18:11

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Got home today after a long week at work, and guess what I found on my doorstep? The Winterland '77 box set had been left by the UPS man. Wow, now I've got a great weekend of great listening ahead of me. Thank you, Marye, for all of your help. Rich "All Who Wander Are Not Lost....."
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Submitted by marye on Fri, 09/25/2009 - 19:17

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I seem to recall that at least one person has actually received the scrapbook, so I don't think it's preorder at this point.
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Submitted by marye on Fri, 09/25/2009 - 19:17

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excellent news! Thanks!
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17 years 5 months

Submitted by TigerLilly on Sun, 09/27/2009 - 02:00

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Some day, when I'm creatively inspired, I will tell you all the adventures am having these past weeks with Atul the Indian Printer. Don't get me wrong, the problem is not about his being Indian, the problem is because he is IN India-thus very far. I have been occasionaly wondering , whether Atul has been trained by the same Fullfillment Training Managers in Dirkadirkastan, who set up Rhino's hotline operation business plan for them.********************************** Education: that which reveals to the wise, and conceals from the stupid, the vast limits of their knowledge. Mark Twain
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Submitted by kirkmc on Mon, 09/28/2009 - 02:43

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FWIW, here's what I just wrote to "orderproblems": You've made a fine mess of this. First was the problem with shipping prices, then you decided to ship everything to foreign countries via UPS by default. The problem is that UPS has onerous costs for "presenting" packages to customs. I just refused my order, because the total cost for customs was EUR 40, or about $60. (Assuming that VAT here is 19.6%, the correct amount would be about EUR 13.) If you had sent it by USPS, I would have had little or no customs cost. So, I have refused the order, and I expect you to refund my purchase price. If you want to send it again by USPS, I would be happy to order again. If not, I'll just torrent the music. You've given us so many hassles with this set that I'm not sure I really want to order from you again. It's hard to think of how you could have made this order process any worse.

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Submitted by buddy plant on Mon, 09/28/2009 - 16:30

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... but I have massive *ISSUES* with the way the Rhino Co. treats my brothers and sisters. This isn't the first release that's become a quagmire. Why don't they get their act together? Are they planning a bankruptcy, to gain a huge tax write-off, or something like that? Do they think they will qualify for one of them gov't bail-out deals like GM got? Marye, will you please forward this post to the president or CEO of the Rhino Co., I'd like to set up a meeting with him/her to straighten this matter out, for once and for all. Thank you for your consideration in this matter.
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Submitted by marshking710 on Tue, 09/29/2009 - 10:16

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Well I ordered the 77 Box Set and the Scrapbook in separate orders about 2 weeks ago and still haven't received an email about either shipping yet.
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Submitted by marye on Tue, 09/29/2009 - 10:21

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please send me a PM with your order number and account name (email address) and I'll see what's what.
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17 years 6 months

Submitted by marye on Tue, 09/29/2009 - 17:13

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in header above. If your mileage varies send me a PM. Thanks.
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17 years 6 months

Submitted by cal Franklin on Wed, 09/30/2009 - 17:25

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I have been totally unhappy with my purchase experience. I sent back a T-shirt for a larger size, unworn and have heard nothing. I thought disputing the charge with the credit card woud do something ... what do I have to do to get my 2XL Play dead t-shirt? Phone calls to no avail and same with emial. Do you respond to anything? cal/Franklin & B.B.
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Submitted by marye on Thu, 10/01/2009 - 16:08

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send me a PM with your order details and I'll see about getting this straightened out.
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16 years 4 months

Submitted by ripple5 on Mon, 10/05/2009 - 05:24

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I am not at all happy with the store right now. I have had to return a few road trips for skipping. The last one I returned I still have not received a new set yet, its beens over a month. Is this really an offical site or some unprofessional bums in a basement copying disc in mass productions and f*cking em up? You could at least respond, I have heard nothing, no credit to my purchase nothing!!!! I still have no received credit for returning a hoodie I ordered over 6 months ago that I returned. Could ya call? email? fecking something! send me my road trips cds? hdnisley@blueyonder.co.uk TOTAL B(LLSHIT3 GUYS!(~):-}
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Submitted by marye on Mon, 10/05/2009 - 10:46

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please send me a PM with your order details and we'll get this straightened out. Thanks and sorry.

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17 years 5 months

Submitted by buddy plant on Mon, 10/05/2009 - 14:55

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... for the Grateful Dead store: "How to Win Friends and Influence People"; apparently they read the companion piece instead: "How to Lose Friends and Alienate People"...
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Submitted by Hug on Tue, 10/06/2009 - 07:44

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HugThe store has one of the worst customer service phone lines I have ever experienced. I have ordered "every' CD put out since the beginnings. I ordered the latest Jerry and Dead set and got an email in August that they had shipped. I never received them so late in December I called the customer service number. What a joke. They could not help me with anything. They could not access the email that was sent saying it was shipped, or even when I placed the order. They told me they had to pass it on to the management team, and I would hear from them within 3 days. After a week of no contact I called again, same run around. I asked to talk to someone on the management team and was told this was impossible. Through sheer persistence I got them to tell me they are in India and the "management team" is in the U.S.A.. Are you kidding me!! I then received a call they were shipping a new set of discs. Of course I have not received them, and iI am about to embark on the customer service hotline B.S. line again. I think that the Dead organization has pretty much sold out to the slick talking marketers that guarantee to fatten their wallets and don't care squat about the loyal people who have been along the ride since the beginning. The word family is a joke, we should instead be called "suckers"!!
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Submitted by marye on Tue, 10/06/2009 - 13:34

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please send me the particulars on your order and I'll try to get this straightened out.
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16 years 3 months

Submitted by stargazer777 on Mon, 10/19/2009 - 19:35

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MaryE for customer service president!How much do you get paid to be the organizations scapegoat? I'll pay you double, come work for me. Why are the order numbers 18 characters long and have to be repeated at least 3 times before the guy on the phone gets it right! It's almost worth taking a loss than having to read the numbers again!!!
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Submitted by Decola on Tue, 10/27/2009 - 23:37

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Ordered Dick's Picks #29 a few weeks ago. The website did/does not list this title as being out of stock or out of print. I never received an email saying the title is out of stock either. Why not? I had to contact customer service and wait 5 days for a response, telling me the title is out of stock and they have no idea of when the title will be available. This really is an example of poor customer service. List an item as being available for sale, allowing your customer to order it when you know it's not available. Then you never contact the customer or update the website. I would be interested in buying more Dick's Picks in the near future but until these problems are resolved, I'll do my cd shopping elsewhere. I order cds from numerous websites: Amazon, CD Universe, Mosaic Records and CD Japan to name a few. I've never had this happen at any of those online cd shops. The problems I'm describing are not difficult to fix, so why not put a little work into the online store if you care about your customers. Thanks for your time. Rich
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Submitted by marye on Wed, 10/28/2009 - 10:09

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thanks, I will pass this up the line. So sorry.
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Submitted by Decola on Wed, 10/28/2009 - 22:27

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I see your posts all of the time, helping people who are having trouble with their order. Your hard work is very much appreciated!
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16 years 11 months

Submitted by johnman on Wed, 10/28/2009 - 23:17

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i've said it before.....marye....yer a gem!!
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15 years 11 months

Submitted by morokolli on Thu, 10/29/2009 - 09:00

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I sure hope that Winterland June 1977 includes some great music. First time I tried to order it 9-13-2009 when they started to pre-sell it. I wanted to have the bonus disk so I dindnt want to wait. Thats were my nightmare started. I finally managed to place my order 10-5-2009. I tried to make my order so many ways during that month. I must have spend all together many working days writing e-mails to customer service, trying to talk on phone with them. This has cost me both time and money. Yes I know I am stupid and I should have given up like any reasonable man had done. So finally 10-5-2009 my order was accepted. Then after a week or so customer service replied that they didnt have some of the items so the order was on hold. After few e-mails and weeks they finally told me that I have to cancel my order and make a new one with the items they have. 10-27-2009 I made a new order. Now they didnt even mention bonus disk anymore on the store so obviously I am not getting it. Well I am not sure if I am ever going to get 77 box either. They havent charged my CC or send me any shipping confirmation so The Box hasnt left The Building. Do I feel stupid? Yes. Was it worth it? When does this end? Are they coming to take me away?
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Submitted by morokolli on Thu, 10/29/2009 - 09:13

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Did I order RT 3.1? Yes I did. I was earlier asking for Download Series. Some other people were also wondering if they will be available again. You can find them at I-tunes store. Is it easy to puy things from I-tunes store? Yes it is.
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Submitted by marye on Thu, 10/29/2009 - 11:40

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I feel your pain. PM me the details and I'll see about getting this straightened out.

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Submitted by buddy plant on Thu, 10/29/2009 - 12:22

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Won't you try just a little bit harder,Couldn't you try just a little bit more? Won't you try just a little bit harder, Couldn't you try just a little bit more? in deference to Mr.Hunter...
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Submitted by Nannerpuss on Sat, 10/31/2009 - 15:47

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To steel even more money from everyone ! $285.00 plus shiping for some crappy ring ? Some people aint getting their winterland orders And now you want MORE Money !!?? What kind of crack are you people at GDM smokin ? HaHa what a frigin joke !!
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Submitted by ivhs72 on Wed, 11/11/2009 - 16:23

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Marye, I just tried to go online and check the status of my order for the RT 3.1 that was supposed to ship on 11/10. There is no longer anyplace to do that. If you go the FAQ for the store, it says that you can check the order status by going to the store page, clicking on "My Account" and going from there. That is no longer possible. There is no "My Account" link on any of the store pages. You might want to point that out to whomever maintains the site that they either need to restore that functionality, or they need to update the FAQ. FWIW, the RT 3.1 was supposed to ship on the 10th. As of today, the GD Store says it has not shipped and they don't know when it will. Ordering from them is becoming more and more frustrating with each order I place. Rich "All Who Wander Are Not Lost....."
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Submitted by marye on Wed, 11/11/2009 - 18:38

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I have it on good authority that the long-lost order checking function will return shortly, but in the meantime I'm sorry for the aggravation.
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Submitted by pablomoses on Sun, 11/29/2009 - 17:18

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I have tried to contact customer service via e-mail recently and in the past - never get/got a response, and have tried calling customer service, but was on hold for quite some time before giving up as all agents were busy. I ordered things on 2 different occasions in late october and early november. 1, ordered 10/24, finally shipped after I sent an e-mail on 11/16 - not sure if it was because of the e-mail or not. The 2nd, ordered 10/30, remains a mystery. Still no response to my e-mail Any suggestions on what to do next would be much appreciated. Thank you. pablomoses
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Submitted by marye on Mon, 11/30/2009 - 15:01

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send me a PM with the details, please.
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17 years 6 months

Submitted by marye on Tue, 12/01/2009 - 11:37

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Dead.net posted on Facebook: today only, Free Ground Shipping from Dead.net on all orders, no minimums, today only. Sorry, this offer is valid for U.S. addresses only. So go for it!
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17 years 6 months

Submitted by cosmicbadger on Tue, 12/01/2009 - 12:09

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well that's all very nice, but free postage on an empty envelope, or one with wrong or faulty goods, or goods that never arrive, with no shipping information and pathetic customer service is not much use! Wouldn't it be nicer if they just said, on here SORRY Caveat emptor indeed
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Submitted by Anonymous (not verified) on Tue, 12/01/2009 - 15:01

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i can't order till a new new fulfillment vendor is hired by Rhino with positive feedback from heads on this site. sorry, it's christmas. i really do want to order but there is no way i'm ever going to deal with fulfillment that outsources to india. bad rhino, very bad rhino very, very, very bad rhino!!!
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17 years 3 months

Submitted by Tedhead on Tue, 12/01/2009 - 21:23

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I have been trying to find these for some time now. I spoke to customer service 2 months ago and they said the site was down and downloads would be available in a week. Have they been taken off? They are not in the store. I searched and came across the old links, but when I clicked on the download link, I got an error msg saying it could not find my search. Confused!
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Submitted by greggie on Fri, 12/04/2009 - 11:18

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I ordered the 1977 concert cds on 26. November; a confirmation email promised an epost would be sent me when shipping occured. A week later, no epost. Look, sometimes time is of the essence. Marketplace expectations are that an order is posted pretty quick. Amazon dealers promise shipping within two days. I am not used to a dealer who sits on an order after billing the credit card, and sits and does not respond to inquiries. The lack of response and slow shipping seems to be poor service. I notice that preorders are shipped when promised, and the slow shipping seems to apply only to individual items not within a mass mailing. I think that 100 dollars should give a customer a service oriented shipping speed. Are your employees on strike? Really how long does it take to set a package in an envelope and adress it, and put it in a pile for posting later at the end of the day. Would you please arrange to either have my package shipped NOW or vollunteer to pay for overnite shipping to compensate for inertia?
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17 years 6 months

Submitted by marye on Fri, 12/04/2009 - 12:47

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please PM me your order info and I'll see what I can find out.

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17 years 5 months

Submitted by buddy plant on Fri, 12/04/2009 - 15:22

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... red-headed step-children. We are trying to support the Rhinos, and they abuse us every chance they get. Who knew it would come to this? I for one, never saw this coming...
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17 years 5 months

Submitted by dewahba on Sun, 12/06/2009 - 12:48

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this bit with calling customer service and reaching India is just terrible,they are not able to handle customer service problems ask you to call later in a few days if your order has not arrived frustrating situation.
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17 years 5 months

Submitted by Cus on Mon, 12/07/2009 - 13:43

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I ordered my Oakland RT on 11/1...so a little later than others. My credit card was finally charged on 11/25 and I am still waiting. I've ordered in the past and never had this problem. What's going on?
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15 years 2 months

Submitted by garseeya on Mon, 12/07/2009 - 14:14

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do these people from customer service handle our products or does a wherehouse take care of them? question 2 if these customer service folks get mad at callers is there a chance they can mess with our products?
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Submitted by greggie on Tue, 12/08/2009 - 14:13

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Marye asked I PM her after she read my post in "Got an issue with store order". I dont know what PM means in this context, so am sending a new message. My order of 27 november was x573222sj4paa4j322. the order wass for 105 dollars and is to be sent to Virginia. I expecterd it to arrive by december 18 so my daughter could take it with her on a plane to Norway where I live. Problem is at GDM no one except you responds to messages and questions. Everybody writes about all these paroblems which I have been reading, and I am getting scared about oardering from GDM. I read that disc 2 og 1973 was defective and there were problems replacing it---I have not even played my copy and dread ddoing it now. I like GDM's product and wish the organization was run better. Ok well I will be happy if GDM arranges rush shipping at its cost (big deal: only 2 dollars more) and right away so the order arrives on 18 december. You seems to be a kind of ommbudsmann; see if you can assist, ok? Greetings, Greggie Gregory Starr Åsdalsveien 35 1166 Oslo Norway
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Submitted by stuman on Tue, 12/08/2009 - 15:36

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A PM is a private message , just click on Marye`s name on her post. then when her profile comes up you click on send private message . next screen comes up you just fill in the header and write your message . including all details of your order . order number ect. then click send . hope this helps you .
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Submitted by Fanofbrew on Thu, 12/17/2009 - 10:34

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I placed an order for 4 items on November 10th and called 4 seperate times to check the status of my order. The first time was after 2 weeks of waiting (credit card had been billed at this point) and was told that my order was about to be shipped. Another week goes by and I decided to call again only to discover that my order had still not been shipped because the "Europe '72 Union Thermal" was no longer in stock and would be shipped when the item's stock was replenished. I was told that "management" would be contacting me at my e-mail address in three days time to confirm the problem. I even had them double-check to make sure they had my e-mail correctly... which they did. Another week or so and I call again only to recieve the same message, including the bit about "management" contacting me further. In my final attempt I called today, not fifteen minutes ago still with no "management" contact, to give this company one final and gracious chance to get my order out before Christmas. THIS time I was told that not only was the "Europe '72 Union Thermal" out of stock, but the "Terrapin Bolt Sticker" was ALSO out of stock and my order would be shipped "when the items were back in stock". At that point I had to cancel my order. Now I can only pray that they send me my money back before the New Year. Needless to say I will not be doing business with Dead.net in the future and I truly hope that no one else is getting this kind of extremely poor regard that (unfortunately) represents an amazing band.
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Submitted by Stew on Thu, 12/17/2009 - 19:10

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Hello. My credit card got charged last weekend for a purchase that I did not make. I called my credit card company and it referred me to dead.net about this matter because that is who removed my funds from my account. So I called your customer service number and there were no available operators. I had the option to leave a message with the promise that I'd be contacted in absolutely no more than 24 hours but no contact has been made all week. I've also e-mailed customerservice@dead.net several times this week along with filling out the feedback page here on the web site yet no contact in return has been made. Now I have to go on a runaround with my card company to retrieve the funds that should already be mine. Something is amiss here and I am not being treated right. I want to continue to give you my business but I'd pretty much rather listen to heartless, soulless and even talentless drivel than to be dealt with like this.