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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January 5, 2020 - 8:50am

#111

Tom G

Joined:
July 23, 2007

Shipping Problems or is it something else?

I am reposting my last post. Still no satisfaction. Is the warehouse holding the cd's due to a dispute over payment? There has to be some explanation. This product has Dave's Lemieux's name on it. If it were me I would be totally embarrassed by the lack of responsiveness and follow through on this. Yes, I already have a subscription for this year because I enjoy them so much, but patience is not endless. Please, anyone, what is up with the last installment of last year's Dave's Picks Vol. 32

I am in the same boat. I posted this 10 days ago in the Admin Questions section:
What is wrong with the distribution of Dave's Picks Vol. 32? Mine was supposed to be delivered nearly a month ago. Tracking shows it got to my city, then it went to several other locations and eventually ended up in Franklin, Indiana, where it was "delivered." I live in Ohio. Emails and a phone call have produced lots of apologies but no correction and everything has been silence for well over a week. The impression I'm given is this is a problem affecting many, but I see no word of it here. Any helpful information?
Crickets.
January 3, 2020 - 6:47pm

#112

traceym

Joined:
December 5, 2019

Order

Did you ever get your order? They took payment for my order from early December and that was it, nothing has ever arrived and no communication...
January 3, 2020 - 5:02pm

#113

marye

Joined:
May 26, 2007

I'll see what the Doc can do

so sorry for the aggravation.
January 3, 2020 - 8:11am

#114

allman

Joined:
July 9, 2007

can someone help?

I have two orders , one was placed 11/12/2019 and one was placed 11/27/2019. The order from 11/12/2019 has never been shipped and both items on that order are now removed from the store’s web site. The order from 11/27/2019 was partially shipped with the one item not shipped now on backorder from the store.
I am very concerned with the 11/12/2019 order that is close to 2 months old and the items are now gone from the site. This order was close to $100.00.
I would think someone from the store would contact me and notify me of the situation with that order. Are the products gone and should I receive a refund or store credit or should I write off the $100.00 on my taxes as a loss? Can someone help with the customers who have paid and not received their property?
December 24, 2019 - 7:28am

#115

Castle8

Joined:
December 24, 2019

Lost order

I ordered two items on November 30, 2019 and they took my money but I never received my items.
Very disappointed. I’m wondering if this site is a scam? I can’t imagine the dead community ripping people off. Hope we all can get to the bottom of this problem.
December 19, 2019 - 5:19pm

#116

freeze17

Joined:
December 19, 2019

Order not delivered

I'm wondering what happened to my order #137400000221044.
December 17, 2019 - 6:37am

#117

mdavis

Joined:
December 17, 2019

Same issue

How are they assuring delivery for Hanukkah and Christmas when they aren't fulfilling orders from beginning of November? I ordered on 11/15/19 and it is still processing! I emailed customer service and they had no answers other than offer a refund. I didn't spend over $70 on a hoodie to wait over a month to receive it :(

Wish I read this thread before.
December 12, 2019 - 4:26pm

#118

icecrmcnkd

Joined:
October 20, 2015

Order problems, etc

Sorry for those with problems.
I’ve had an ongoing (well, not really ‘ongoing’ because GD/Rhino have decided to just ignore me) issue since July.
Hopefully everything will be rectified in January.
If you didn’t see the email a few weeks ago, part of it is posted below.
You can also file a complaint with the Better Business Bureau. At the bottom of the page of dead.net is a BBB Certified logo.

———————

Cause when things go wrong, wrong with you, it hurts me too
It's been quite a year and we know how patient you have been, how patient you still are. It has always been, and will always be, our mission to provide the best service to you, the fans. As you are more than likely aware, a complex warehouse move resulted in a significant backlog of orders and while that warehouse is working as quickly as they can to deliver, we've turned 100% of our focus and dedication toward a new facility which promises to restore peace to the Dead.net community in the next few months. Trust us, this steam locomotive is rolling down the track!
December 12, 2019 - 12:51pm

#119

amvenute

Joined:
November 9, 2010

Order Hell

I ordered a pair of SYF gym shorts at the beginning of August..sent an e-mail to customer service and was told they are doing everything they can and then told me this is the last communication about this I will receive until it ships!WTF??Its been four months!I subscribe to Dave's picks and what I know as 45 RPM singles-4 times a year and reading others comments I am wondering if I am going to get those fulfilled this year OR next year.They also basically told me if I didn't like to request a refund!Maybe they should hire some people and when a customer calls looking for his or her order someone should dig through wherever the stuff wound up and just come up with the order!I am usually patient..but this is ridiculous..ordered an ornament after it had been sold out..they sent e-mail saying its back in stock but it hasn't moved..probably forget getting that by Christmas...but its all ok as long as we get the stuff in a decent time..four months is not what I had in mind..LOL!
December 10, 2019 - 10:19pm

#120

Leviathan

Joined:
November 30, 2019

I’m beginning to wonder if…

I’m beginning to wonder if this whole operation is a some sort of scam. They gladly take people’s money and don’t ship anything out for months. Doesn’t seem like I’m the only one with this problem. If you can’t fulfill orders in a reasonable amount of time, don’t take people’s money. How many months does it take to get this “warehouse problem” sorted out?

And now you have the nerve to advertise on your site about Christmas ordering deadlines when you are months behind in fulfilling orders? I have given over $600 to dead.net and have yet to receive anything of value and I placed an order nearly 3 months ago. Unbelievable.

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?