End of a 7 years story...

by Yome NetSan 11. November 2010

The story I'm talking about is the one I was in with Dry Goods, Phish's online store.

My first order was made 7 years ago, on Halloween 2003, for the Las Vegas 2000 dvd. My last order was on september 22th 2010.

I received the package yesterday and I let you see how well it was made.

For a 148$ order, even if I used a 1$ International shipping coupon (the code is GUILL3433, feel free to use it, it works once by account but you can create several of them), it's very poorly protected, right ?

So here are my last 2 messages to my contact at Music Today.

 

From Yome NetSan
To J.W. <xxx@musictoday.com>
10th November 2010

Hi,

Any news for me ?
Which items have been shipped and which haven't ?

Thanks

Guillaume

 

From Yome NetSan
To J.W. <xxx@musictoday.com>
Cc bettyfrost@phish.com, phish@redlightmanagement.com, ambrosia@redlightmanagement.com
11th November 2010

Hi,

I finally got my answer yesterday with the parcel I received.

So the only missing item is the signed drawing, simply noted as "canceled" in the invoice. Glade I pre-ordered...
I pre-ordered on september 22th Moss CD and Coral Sky DVD which were to be released on october 19th. My order whould have been shipped by that date but it was actually shipped on october 18th, after I wrote 2 emails to the customer service and you. So what I wonder is this : If my order have been packed to be shipped on the announced date, would I have got the pre-order bonus ?

But when my order finally arrived, I was surprised to see how my items was packed in the box. When I write "packed", I should write "throwed in". They were put in the box without order and with almost no protection. As the parcel was way too large for what it contained, the items were moving all over the place inside it. Moreover, to Moss vinyl was in the middle, lying half in the rolled poster, half on the bottom of the box... with 2 heavy guitar tab books ON IT where they could have been put flat on the bottom ! Have a look at the attached file, I've just remove 1 paper "protection" which can be seen in the bottom of the picture.

Thanksfully, nothing was heavily damaged. The vinyl and a book have a fold corner and the plastic of the Coral Sky dvd a small crack but nothing unusual for a Dry Goods order... I feel lucky with that when I see how the things were put in the package...

To make things clear : I've never received a package made with less care, ever. And i've been heavily ordering things on Internet for several years, from several websites and from several country. Even with the worst eBay seller i've deal with, my items were better packed.
And I won't mention again delays and shipping fees.

Meanwhile, I received the refund for the Moss CD. I thank you for that.

Usually, I'm not the type of guy who complains for nothing. But my emails to Dry Goods and you since last year were the only one I sent for a problem with an Internet order for 3 years. And that's 2 Dry Goods orders, 2 problems.

But in the end of the day, as I told you last week, my decision is settled. I won't ever made an order from Dry Goods while Music Today is in charge.
I'll order the new DVD from Amazon and get the bonus CD from eBay. I will be quicker, cheaper and I'm more likely to get the pre-order bonus.

Thanks for reading.

Guillaume
France

 

New DVD from Phish along with new disappointment from Dry Goods...

by Yome NetSan 5. November 2010

So Phish has officially anounced what we heard about several days ago, the double DVD/CD bundle of this summer's Alpine Valley shows. The pre-order from Dry Goods comes with an excusive CD of past shows at this venue.

But although these shows are great (listen to, download and share some tracks bellow) and the bonus CD a great gift, I won't order it, at least from Dry Goods.

Down with Disease > What's the Use
[mp3:2010/11/alpine_valley/20100814ph_d2t02-03_Down_With_Disease-Whats_The_Use_edit.mp3]

Dirt
[mp3:2010/11/alpine_valley/20100814ph_d2t06_Dirt_edit.mp3]

Bug
[mp3:2010/11/alpine_valley/20100814ph_d2t09_Bug_edit.mp3]

 

Yes, after last year's Joy Box fiasco, I hoped Music Today would have made some improvements in the way they treat their customers but I was wrong.
In september, the guy I was in contact with last year gave me a 1$ internatinal shipping code. I've used it the best I could with a 148$ order that included the Coral Sky DVD+CDMoss CD+Vinyl and some other items that are "heavy", at least for the shipping fees, like playing cards and tablature books.

As I'm writing this, my order placed on the 22th september is "partialy" somewhere between USA and France. Yes, the order status on the Dry Goods site has been changed from "In process" to "Partial Ship" after I asked the customer service why it was shipped several weeks after the Coral Sky and Moss release.

But just like last year, I had to ask Music Today's Account Manager directly to have an answer. I leave you with our correspondance.

 

From Yome NetSan
To Phish Dry Goods <customerservice@phish.com>
22th October 2010

Hi,

I placed an order on 22th september that included Pre-order for Coral Sky and Moss (order number is 26200383).
Both items are now released for several days but my order status on the Dry Goods web site is still "in progress".
I'd like to know when it will be shipped ?

I'm sad to see that, after last year's Joy Box fiasco (ordered on 11th august 2009 and received on 27th january 2010, see here), international shippings are still very slow...

I do hope you will answer me, not like last year where I had to contact J. W. directly...

Thanks.

 

From Yome NetSan
To Phish Dry Goods <customerservice@phish.com>
Cc J.W. <xxx@musictoday.com>
27th October 2010

Hello,

I got no answer from your about the delay of my order.
I checked this morning and every item seems to be available on the site except for the Joey Arkenstat CD (PHCD12). If that's the reason of the delay , the least thing you could do is keeping me updated and response to my query.

I hope this order won't take as much time to be delivered as last year's because I will move to a new house next month !

 

From Dry Goods Store
To Yome NetSan
28th October 2010

Recently you requested assistance from our email support center. Below is a summary of your request and our response.

Response (Sherry) 10/28/2010 04:56 PM

Hello,

Our records indicate that your order shipped on 10/28/10. International orders ship via IMEX Bulk. We are not provided individual tracking numbers. Regardless of delivery location and due to recent border restrictions, International delivery can sometimes take up to 24 business days. IMEX delivers to your local mail carrier who then delivers to the address provided with your order. If you do not receive your order by the 24th business day, please check with your local post office as they may be holding your order. If you are unable to locate your order, please verify with us your correct shipping address and we will investigate your delivery issue.

If you have any further questions or concerns, feel free to contact us.

Sincerely,

 

From Yome NetSan
To Phish Dry Goods <customerservice@phish.com>
Cc J.W. <xxx@musictoday.com>
29th October 2010

Hi,

Thanks for your answer but I can't help but find "strange" that my order finally shipped after my 2 emails...

Moreover, when I see at the order status of the Dry Goods web site, I read "partial ship".

What item has not been shipped and when will it be ?

I'd like to have a specific answer on this instead of your "ready to sent" message (I've received this exact same answer several times last year when I was waiting for another order from you).

 

From Yome NetSan
To Phish Dry Goods <customerservice@phish.com>
Cc J.W. <xxx@musictoday.com>
Cc Betty Frost <bettyfrost@phish.com>
4th November 2010

Hi again,

Is that too much to ask for an answer for my question from a "customer service" ?

I'll isolate the question for a more easy read :

       What item has not been shipped and when will it be ?

 

 

From J.W. <xxx@musictoday.com>
From Yome NetSan

4th November 2010

Hi G –

Sorry for the lack of reply on this from our CS team.

I should have a resolution for you today. Just confirming a few refund amounts...

Thanks,

 

From J.W. <xxx@musictoday.com>
From Yome NetSan

4th November 2010

Sorry to say that we had a shortage on the bonus cards (signed by Mike) that were to be included with each order of Moss, and the inventory on those cards was zeroed out when your order was due to be packed.

I’ve refunded you the amount of the Moss CD ($12) since the signed card was likely a big factor in your decision to pre-order from us. I’m sorry about the shortage, and I am sure it’s disappointing. We had requested a second batch of cards from management when the shortage was noticed, but we were told there would be no more. That said, I am going to explain that you are one of the customers affected by the Joy Box issue. It is unlikely that we will get more, but perhaps they will find a way to help make this right with some other item.

I’ll let you know what I find out.

Thanks,

 

From Yome NetSan
To J.W. <xxx@musictoday.com>
4th November 2010

Whaw... I didn't expect that...

Indeed, I order my Phish items from Dry Goods because of the exclusive pre-order bonus. Indeed, it's very disappointing, but I can understand that Mike Gordon has better to do than sign a new batch of cards ;)

So that's the reason why my order is noted as "Partial ship" on the website ?
What about the Joey Arkenstat CD (PHCD12) that I ordered but appears to be sold out on the Dry Goods site ? I asked CS with this question but got no answer.
Before I placed my last order, I also asked CS 2 questions about the last Mike Gordon Live CD (who isn't in Dry Goods no more but is available from livephish.com) and when would the second leg of summer tour 2010 (August) will be available on CD on Dry Goods. Needless to say, I got no answer.
I finally ordered the MG CD from livephish.com on the 9th oct. and I received it on the 20th.
Just a reminder, I placed my order on Dry Goods on the 22th sept. and still waiting for it...

I'm sorry to bother you with such things but writing to is the only way I found to have answers to my messages. How do you other customers do ?
I got no news of why my order has been delayed, I got no "reel" answer to my message to the CS and my order "magicaly" got shipped the day the CS finally answered... with a "ready-to-be-sent" that almost sounds like "yeah it's shipped from some days, you should have seen it for the site !".
I'm sad to see that these problems haven't been solved since last year. "Communication is the key", that's what we agreed about at the end but nothing has changed...

Alphine Valley 2010, the new DVD/CD from Phish has been officially announced today. Once again, an exclusive bonus CD is given with each order. What would make me pre-order it right away just one month ago have no effect on me right now. I guess I'll go order this item from Amazon and get the bonus CD from eBay. Even it wouldn't be easy to find it, it would be less worries than waiting for it to be shipped from Dry Goods... And I don't speak about the shipping fees (even if I thank you for the 1$ shipping code you sent me, that's the order I'm waiting and I use the opportunity of this code to make a almost 150$ order).

So, I hope you'll come back to me with some good news about the "Partial ship" soon.

Thanks for reading.

 

Good answer !

by Yome NetSan 28. January 2010

Pfff, I'm seeing the end of it !
Too bad I won't see my 6 months baby with a Phish beanie anytime soon...

Here's my contact's answer and mine bellow.

Hi Guillaume.

I’m sorry I missed your first email. It was set aside by my spam filter – presumably because of the numerous exclamation points in the subject line. I apologize for not seeing it sooner.

I’m also sorry to learn that they processed your new shipment with the shortage of those items. Totally ridiculous. I’m refunding you $31 for the cost of those items, since we are completely out of those items. That refund should occur sometime today. I already refunded your shipping last time around, so I can’t do anything further there.

I agree with you that those shipping rates are ridiculous. I’ve long complained to my bosses that we are well above reasonable rates, and have already forwarded your emails to them to remind them yet again. It’s not like I’m pocketing that money personally.

The best I can do is extend some good faith to you as a fellow Phish fan. I’m going to set up a couple of unique discount codes for you which can be redeemed for free/discounted shipping on future orders. It might take me a day or two to get these set up, but I promise to send them along when they are ready. If you choose to shop with us again and use the codes, great. If you want to give them to a friend, that’s fine too. I also understand if this has soured you so much that you never shop with us again.

I’ll be in touch with those codes when they’re ready. Again, sorry about the poor communication on these out of stock items.

Best Regards,

 

Hi

Thanks for your answer, I was about to send a "third try" ;-)

Indeed, I didn't calculated the currency change ($>€) between the refund I got and the actual shipping fee. So there's no problem about the missing item, except that I was informed at all. It was really a downer when I open the parcel after the joy (!) of actually received it !

I appreciate your honest answer about the shipping rates and the discount coupons.
Of course, I'd be tented to say I'll never buy from Dry Goods any more. Unfortunatly, there's no alternative for some items...
I just hope my next order won't took 5 months to come and, if it happens, that the normal customer service will answer me properly :)

Thanks again for your help with this issue. Sorry I had to send to you so many emails ;)

Guillaume

 

Now I can relax and finally appreciate my Joy Box, my Joy Vinyl and my Joy CD.

Finally ? Not yet !!!

by Yome NetSan 27. January 2010

Great a parcel from Music Today !

But the story isn't finished yet ! OUCH ><'

Hi,

I finally received my parcel yesterday. Goog news, the Joy Box is great.
But wait... my order is NOT COMPLETE !!!!
It's missing a T-shirt (PHCT248SXNV Drops on Navy, Short Sleeve, X-L, $16) and a baby beanie (PHCH45TBAV, Organic Baby Mockstar Beanie on Avocado, $15) !
And after checking the website, none of this item is available anymore !
GREAT !

Now I'm getting really upset.
I ordered 5 MOUNTH ago !
It cost me countless emails to your mute customer service and to you to finally receive a parcel.
You told me my order would be sent with a tracking number : I'm still waiting for it.
I received a shipping mail saying the order was shipped by DHL : in fact it was EMS, a cheaper mailing service.
I received a incomplete order, missing 2 items for a total of $21. Those items aren't available anymore and nobody tells me anything about that. I didn't get a refund for these items or a chance to have other ones in replacement.

It's official, Music Today isn't able to fullfil an order properly. You are incompetent and not professional at all.

And by the way, I'm still waiting for an explanation of your excessive international shipping fees.
Oh maybe you want another simple example ?
A $2 sticker, a plain, flat, light, small sticker. Guess hos much it cost to ship from Music Today (I'm not saying the USA because you must be on another planet, it's too ridiculus) to France ? $14.71 !!!

Next time, I'll wait for my items to be sold by a guy on eBay. It will be safer and cheaper !

Still waiting (part 5)

by Yome NetSan 19. January 2010

More good news !

I received a shipping email saying that my order has been re-shipped by DHL. Un fortunatly, I can't find the tracking number...
I also got a refund for the shipping fees I paid 5 months ago. So things are taking a better shape thanks to the help of the merch account manager.
It should be arriving quicly with DHL so I'll update when I have news.

Mainwhile, I ordered through livephish.com the full Miami NYE Run as miniSD USB slots like the Festival 8 ones. We'll see which order comes first ;)

Nevertheless, he didn't answer me about the exensive shipping rates so I wrote this last message.

Hi,

First of all, I'd like to apologize for writing you again and thank you very mush for your help in my issue.

I received the refund for the shipping fee and the following email stating that my order has been shipping with DHL.

Unfortunatly, I can't find the tracking number for DHL...
I tried to use the number MIS20106167 in the DHL website but it don't work (as I expected, it's the Dry Goods, order number but who knows...) and this shippment doesn't appear in my Dry Goods account.

Just a quick answer about the shipping rates. I understand that the Joy box is heavy so the shipping rates are expensive, but here are other examples :
Joy Box ($99.00), standard shipping to France : $48.19
Joy CD ($9.99), standard shipping to France : $15.21 (!!!)
Stealing Time T-shirt XL ($19.00), standard shipping to France : $16.21
Festival 8 playing cards ($9.99), standard shipping to France : $28.84 (!!!)
Festival 8 miniSD ($62.00) standard shipping to France : $14.71
Live in Vegas DVD ($17.00), standard shipping to France : $15.21

I made some comparaison with Amazon.com (shipping from the USA)
Joy Box ($91.99), standard shipping to France : $12.48
Joy CD ($11.99), standard shipping to France : $6.48
Live in Vegas DVD ($22.49), standard shipping to France : $6.48

I also order last week a set of Rock Band instruments for the PS3 game from Amazon.de (Germany). It contains a guitar a drum kit and a microphone. Even if it's shipped from inside of Europe, the box is much bigger and heavier than the Jox Box. Shipping was only 8,42 euros ($12.11) !

I also found 2 old invoices from Dry Goods and you can see the difference here : http://www.bouncingaroundeuroom.eu/post/2009/12/23/It-was-the-good-time.aspx


With those easy examples, could you please explain me how those rates are calculated ? Don't you think that they are ridiculusly expensive ? Come on, $15.11 for shipping a plain $9.99 CD in an enveloppe...

Thank you again for your patience.

Still waiting (part 4)

by Yome NetSan 14. January 2010

Good news !

Music Today's merch account manager answered me very quickly on Friday !

Thanks for your email Guillaume, and I’m sorry to hear that you haven’t received your order yet. Let me correct the situation for you as best I can.

I will have a new order shipped out to you by expedited/trackable shipping method right away. I will email you once I have tracking information -- hopefully later today, but definitely no later than Monday. Can you please confirm that there aren’t any errors in your shipping address? This is the address we used on the previous package:

Guillaume
xxxxx
xxxxx
xxxxx
France

I will get back to you later today with an update on the new shipment. Please do let me know if we should make any changes to your shipping address.

Also, we will refund your shipping charges, as we’ve clearly not give you proper service in this regard. You should see that refund on your bank statement within the next 5 business days.

Best Regards,

I got another email later after I confirmed the shipping address.

I have good hopes that this issue will finally comes to an end but it's thursday and I'm still waiting the tracking number and the refund.

Still waiting (part 3)

by Yome NetSan 8. January 2010

New year a new messages to Dry Goods...

I haven't received an answer to my 17th december email (already in holidays) so I sent 2 more this week. Still nothing.

So this morning, I emails directly Music Today's merch account manager which address as been given to my by a fellow reader. I hope it will make things moove...

Hello Mr. .......

I'm sorry to write to you directly but I have a serious issue with Phish's Dry Goods and I didn't get an answer to my emails since the 23th november 2009.

You can read the whole writing bellow but to make a long story short here is my problem :

I made an order on Dry Goods site on the 11th august 2009 (#24332894, $225.20 including $59.14 for standard international shipping as I'm in France).
This order contains, amongst other items, Phish's Joy Box which was delayed until mid-november.
I sent an email on the 17th november asking when my order will be shipped. I received the following day the shipping email and then an standard answer to my message saying that it was shipped on the 17th (strange cohincidence ?) and that international orders don't have a tracking number.
1 month later (17th december), I was still waiting for my order and ask again your custom service.
I sent again emails after the holidays but I still got no answer and still got no order (I checked my post office).

Right now, I'm rather upset that I spent $225 in august and I still didn't received my order.
Moreover, I'm really surprised that after paying $59 for shipping fees, you don't provide a tracking number.
I'm used to order items over the internet to foreign contry (USA, Europe or Asia) and Dry Goods has by far the most expensive shipping fees with the worst service (since its managed by Music Today).

You can read the following messages for furthur details and examples of overrated shipping fees (last example is $28.84 for shipping a $9.99 festival 8 playing card game, standard shipping !!).

I also post updates for this issue on my European Phish blog (http://www.bouncingaroundeuroom.eu/?tag=/music+today), that's how I got your direct email.

I hope you'll be able to help me finally get my order and understand your international shipping fees

Thanks a lot.

It was the good old time....

by Yome NetSan 23. December 2009

I just found 2 invoices for orders I made to Dry Goods back in the days.

10/31/2003 : Live in Vegas DVD $17
International shipping : $5

06/07/2004 : The White Tape CD $11
International shipping : $5

Now that MusicToday manage Dry Goods, international shipping for a $14 T-shirt is $16.21 !
I tried to buy The White Tape to check the shipping fee and they are $15.21 (the CD itself is now $12), as for Live in Vegas.

So it's three time the price !

Meanwhile, I'm still waiting for both my Joy Box and an answer from my last message to Dry Goods...

 

Anyway, have a Merry Christmas and try to start 2010 as best as you can ! Have fun in Miami Holger !

 

Still waiting (part 2)

by Yome NetSan 17. December 2009

As expected, my new update about my Joy Box is another mail to Dry Goods...

Hi,
Your standard answer to my email sounds like a bad joke. I wonder if you have really read my original message...

The fact is that I'm still waiting for my order #24332894.
I checked my shipping address on your website and it's good (I've already ordered several times with this same account without changing the shipping address).
I checked my local post office and they don't have this parcel for me (meanwhile, I received other orders from several websites from France, Canada and Asia during this 2 last mounths without any issue).

I'm in touch with other european fans who already received their Joy Box (but with a scratch) as you can see here :
http://www.bouncingaroundeuroom.eu/post/2009/12/12/PHISH-Jox-Box-finally-arrived-in-Germany.aspx

I can't understand how you can make people pay such expensive international shipping fee ($59 in my case !!) without providing a basic tracking number ! Moreover, the items aren't that protected in the parcel and always come with a small or big scratch.
It is totally unprofessional and very disrespectful for your "valued" customer.
I'd like you to explain me how my order would cost you $59 to ship, with details. I have very high doubts about that amount.

Another example : If I want to order a simple t-shirt right now during the "7 Below sale", shipping to France would cost me $16.21 for a $14 shirt ! How can you justify those $16 without a tracking number ???
And of course, the free shipping is good only for US customers...

It's not a small order to an obscure seller on ebay in a difficult-to-reach country, it's a $225 order on the official web store of an internationally famous rock band !

I ordered on the 11th august 2009 and I doubt I'll get it before 2010 !

This is really a bad joke...

Please, I'm waiting for a real answer.

Live, hole and lump

by Yome NetSan 3. December 2009

When the Live Phish Series was announced, I was in university and didn't have a lot of money to buy things that's not food. So I told myself I'll never get that collection.
So I watched every batch appearing on Dry Goods, dreaming of the "innovative LP packaging includes sleeves". I browsed furiously the Live Phish web site to find all the funny hidden animations in the covers. I pictured myself holding the showcase organizer and using it like a "bag" to hold my stuff in the university.

Many years have passed and some volumes started to become unavailable in the official Phish web store. It was 2006 and I decided to buy them before it got worst.

So on the 25th may 2006 I placed maybe my biggest order on a website. I got all the volumes still available with sleeves (2, 3, 4, 5, 6, 7, 8, 9, 11, 12, 14, 15, 16, 18 and 20) and a showcase organizer. The grand total was $347.30 (including $47.60 for shipping and a 10% reduction thank to a coupon I got with the 2003 livephish cds). I received the BIG parcel some weeks later in my office (actualy, I had to go to the post office to get my package because it was a little damage). Hopefully, none of the items was damage (it won't be always the case, we'll see that later) but I face another strange problem. Some of the sleeves in the "innovative LP packaging" had some strange "glue" in them. It was like the plastic cover had melted a little. I had to clean the CDs before listen to them and one booklet had a little crush because of that. But I was so glad I didn't care. I took the train later that day with my Phish organizer with 15 volumes of Live Phish.

My goal from that day is to find the missing volumes. I actually bought #19 on a website and received it before the big batch. Unformtunatly, it wasn't the "innovative LP packaging" but the standard 2CD jewel case (the lump). I bought Volumes 1, 10, 13 on eBay. I found myself with 2 #1 because the first I ordered didn't come with the booklet. I might do a little contest on this site someday to have it won by someone.

I still have to find #17 (the hole) and #19 with sleeves to have a complete collection. So if you can hook me up...

 The latter Live Phish CDs don't have a big story like the original 20 volumes. I bought them as they were released. I'm not really fond of the cardboard ecolo packaging without any picture but the music is good so...

Oh yes there is a story ! I was about to forget the Island Tour crush !

When it was announced it was difficult not to buy them right away. Indeed, one of the CDs contains what maybe is my prefered improv in Phishtory : the Roses are Free jam. Anyway I finally pre-order the full batch and waited it patiently to come. When I finally received the CDs, they were sent from abroad in a regular bubble enveloppe. Needless to say, I got them crushed. 3 of the 4 boxes where heavily damaged, causing some cover sleeves to be torn. None of the CD had a crunch though but I was really disappointed.

So I took some pictures of the crushed cases and wrote a big eMail to Dry Goods customer service. I received an answer less that an hour later asking me which of the 4 cases were damaged so that they could them new ones at once. I answered back, asking if I had to send back the crushed ones and they told me not to.
Less than a week later, I received the 3 shows heavily protected in a bigger box. It was the good old time when Dry Goods wasn't managed by Music Today... But more about that later...




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