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Have suggestions, criticism or praise for the GreenCine community? Post them here. Please maintain a sense of decorum here.
1063

Lost DVD, no customer service.
Topic by: Lavender
Posted: December 2, 2011 - 1:27 PM PST
Last Reply: January 10, 2012 - 6:53 PM PST

page  1  2  3      prev | next
author topic: Lost DVD, no customer service.
Lavender
post #1  on December 2, 2011 - 1:27 PM PST  
I have been a member for years and seem to have a lost DVD that has not arrived. I cannot get anyone to respond to my e-mails. I am starting to wonder if this company is still in business.

ekane
post #2  on December 3, 2011 - 9:36 AM PST  
Yes, I wondered the same thing. Most likely they are severely backed up but I did not receive any dvd's for over two weeks with no response to 2 emails. had to cancel my membership. :(
FGaipa
post #3  on December 4, 2011 - 1:00 PM PST  
Ditto here. Kuroneko (Criterion) (1968) sent to me November 21, 2011 has not arrived.

frank gaipa
cherrybomb
post #4  on December 4, 2011 - 1:16 PM PST  
I feel your pain, Lavender. My last 2 dvd's never showed up. The 1st one got a response but no dvd. The replacement never showed up. This time no reply to my e-mails. Cherrybomb, Bob
hawkibinkler
post #5  on December 4, 2011 - 9:13 PM PST  
Yes I am quitting because I am astounded at how completely inept this company is. It is a huge shame, but lets face it; the people running green cine are a bunch of film librarians that have NO IDEA how to run a business. Consequently the dispatch is inexcusable slow and they can not even get a DVD to my door. I have been a member for about 60 days with privileges for supposedly 3 DVDs at a time, yet in all this time I have only gotten about 5 DVDs because they are so painfully slow and DVDs that are shown as shipped simply do not arrive. What is up with this???? I fled from Nefflix but now see that they are 100 thousand times better. In the same period of time, if I was quick to return, I would have gone through at least 20 DVDs and probably way more! And why does green cine offer porn titles and then not have any in stock?? And why do they offer all sorts of great obscure titles but their availability is so low that you can never get them?? If I can't find it on Netflix I will just F-en download it?!!!! Right? What is the point of being a member of this stupid site?
weezy
post #6  on December 4, 2011 - 9:27 PM PST  
Hi guys, I've freed up your lists so you'll get new discs tomorrow. Sorry to hear about the emails, we'll try our best to track them down and resolve the mail issue once we're in tomorrow. Thanks all for your patience!
barryh
post #7  on December 5, 2011 - 2:38 PM PST  
I've only received 1 DVD from the last 2 weeks also - my subscription is for 2. I'm in NY, so I don't know for sure if it's partially a post office problem.
weezy
post #8  on December 5, 2011 - 3:53 PM PST  
> On December 5, 2011 - 2:38 PM PST barryh wrote:
> ---------------------------------
> I've only received 1 DVD from the last 2 weeks also - my subscription is for 2. I'm in NY, so I don't know for sure if it's partially a post office problem.
> ---------------------------------

Hey Barry, can you sent us a note at support or private message me to let me know which titles made it to you and which didn't? 2 weeks is considered a lost disc so I'll be happy to send out a replacement.
tristanvirgil
post #9  on December 6, 2011 - 1:26 AM PST  
I'm in the same boat as everyone else on this thread: DVD shipped November 21 still not received; no reply from support@ after 2 business days; thinking of cancelling membership.
shawnwesthafer
post #10  on December 6, 2011 - 3:40 AM PST  
Me, too. A film was marked as shipped to me on 11/21. On 11/29, I e-mailed customer service. Without response, I e-mailed again 12/2. I still have yet to receive a response. Tomorrow, I will have been with Green Cine for one month. The first film was slow to shop, but arrived in a reasonable time after. The second film arrived broken. The third film never arrived. I have received one viewable film in one month. At that rate, I could purchase rather than rent. I understand that GC doesn't give free trials or credits, but in circumstances such as these, the lack of service is so egregious that it should be expected, especially considering that at least films allegedly sent on 11/21 were never received. At that point, I fail to believe that USPS lost them all.
Cinenaut
post #11  on December 6, 2011 - 10:00 AM PST  
I sent "Jane Eyre" back on November 23 and it hasn't been checked in. I also emailed support@greencine.com about it last week and got no response.
scatterbrain81
post #12  on December 6, 2011 - 5:56 PM PST  
Yeah, I never received a DVD, and it was supposed to be shipped on Nov 21st. I sent 3 emails to customer service and never got any reply at all.

I canceled my subscription and now they want to charge me for the DVD I never got! This is unfortunate. I was really hoping that Greencine would be a true alternative to Netflix. But with customer service like this, its not possible.
barryh
post #13  on December 6, 2011 - 11:19 PM PST  
> On December 5, 2011 - 3:53 PM PST weezy wrote:
> ---------------------------------
> > On December 5, 2011 - 2:38 PM PST barryh wrote:
> > ---------------------------------
> > I've only received 1 DVD from the last 2 weeks also - my subscription is for 2. I'm in NY, so I don't know for sure if it's partially a post office problem.
> > ---------------------------------
>
> Hey Barry, can you sent us a note at support or private message me to let me know which titles made it to you and which didn't? 2 weeks is considered a lost disc so I'll be happy to send out a replacement.
> ---------------------------------

I tried to PM you, but the mailbox was full.

I'm missing "Page One: A Year Inside The New York Times (2010)", which was supposed to be sent on 11/21. My username is barryh.

I sent an email to support on the afternoon of the 5th, but haven't heard back from anyone.
thadigitalkid
post #14  on December 7, 2011 - 4:59 PM PST  
Still waiting for Avant Garde: Experimental Cinema of the 1920s and 1930s (Disc 2 of 2) to arrive which your site says was shipped to me on 7 Nov. I have yet to receive it and I have emailed support twice (on 20 Nov and 1 Dec) about this and received no response. Tried to PM Weezy but couldn't due to full mailbox.

Getting very frustrated...
aws32
post #15  on December 8, 2011 - 1:47 PM PST  
I've also had a completely abysmal experience, so bad that I'm actually thinking I'll try to get my credit card company to take my money back for the month I already paid.

Literally the worst customer service I've ever dealt with, though it's really just NO customer service.

First of all, of course, whenever I return a DVD it says "a DVD from your queue will be shipped in the next two days, GUARANTEED!" Ha! Sometimes it has taken more than a week!

Second of all, two weeks and a few days ago they supposedly shipped a DVD to me, but I never received it. Okay, no problem, so a week after it was sent, I sent an e-mail to "customer service" reporting the missing DVD and requesting a new one. That was 10 days ago. No response for a couple days, so I sent a follow-up e-mail. No response. So then I sent another follow-up e-mail after a full week had passed, which also includes complaints about how slow the shipping has been and how the "guarantee" is not a guarantee at all.

No response!

I have had 0 DVDs checked out for several days now, and I am on a 3-at-a-time plan. Insane!

If I could get some kind of guarantee that a measly TEN remaining DVDs on my queue could get sent to me within the next month, with me watching each movie the night I receive it and returning it the next day, I'd actually pay for another month's worth of service, simply because I really really want to see those movies, and they don't have them on Netflix. Like most people here, I subscribed to GreenCine because I liked the selection of all the movies that Netflix didn't have, and liked that it was run by cinefiles...but I'm flabbergasted by the lack of communication.
weezy
post #16  on December 8, 2011 - 3:25 PM PST  
Hi guys, sorry again for the lack of communication. We had a lot of email issues that week and for that we apologize. I've cleared my private mail box here so feel free to message me if you need help and haven't heard from customer support in a timely manner.
Cinenaut
post #17  on December 9, 2011 - 8:16 AM PST  
weezy, I still need "Jane Eyre" removed from my quick returns. I sent it back over two weeks ago.
weezy
post #18  on December 9, 2011 - 7:11 PM PST  
Hi Cinenaut, it's been removed. Thanks.
weezy
post #19  on December 9, 2011 - 7:15 PM PST  
Hi barryh, we've taken care of you too. Sorry for the delay.
Cinenaut
post #20  on December 9, 2011 - 9:12 PM PST  
Thanks, weezy!

That was a pretty good movie.
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