oh, this can't even be happening. order help, please please!

[Guest]

hi, i just received the email telling me that my order had been cancelled, and that a ship date has been set for 9/17. now, i don't even now how to grasp what i'm reading, as i was already charged the full amount for the set previously. i would have just used the customer feedback form, but i didn't know how to classify this most egregious problem. what do i do?? does this mean i won't even be able to get the lunchbox and everything anymore?? i can't even believe i'm in this situation now. i almost passed out when i just read the email. please, what is my best course of action?? will i be able to call someone about this on the weekend, or do i have to wait all the way through Monday? this is enormously upsetting. any help or advice on what to do would be wonderful. thank you.

Rich Robbins

[medellia77]

For months I could not get AU to charge the remainder of my balance, and finally they discovered the problem, and lo and behold I was double-charged. I used that customer service form to notify AU of the double-charge, and instead got a message from AU today telling me that my order was cancelled. I looked at my bank statement, and I still was charged twice, have not received credit. For the past few months I took all of this in stride, however this is beginning to get ridiculous. I would have preferred to have something like this happen a few months ago, instead of a few weeks before the release date. Am I not going to receive the box set, even though I never cancelled my order?

Rich, I submitted a customer service form to AU, but I doubt I'll get a response until next week. I'll post any information that they give me.

[Hollis27]

Well, I'm one of the lucky ones who hasn't had any serious problems with Au, (yet, anyway)...I've been reading the boards lately, and the problems people are having are insane! Au better get on it, a relatively small/new company should know that word of mouth travels fast, and after reading about the double-triple charges, non-responses, and now cancelations(!!), I would discourage anyone from going through this company. So, 9/17 is the ship date..well, we'll just see what happens.

[Justin at AU]

We understand that some people received an email saying that their order had been cancelled and may have actually been charged for the set. If you have been charged and received the email saying yoru order is being cancelled, please email ross@anotheruniverse.coom and mike@anotheruniverse.com. Especially the mike@anotheruniverse.com email, as he was the one who sent out the emails.

These emails were in response to clearing up our records and straightening out all of the double-charge problems and no-charges that occured, before the DVD starts shipping next month.

So please any problems you have, just send on to either of the above email addresses and they will take care of it. It is just now saturday morning so your problems may not get an answer till monday due to the office being closed.

Justin Martin
AnotherUniverse.com

[Guest]

wow, I want to reiterate how much this sucks. up until now, I have had zero problems with my order (at least to my knowledge, unless some extra charge snuck onto my credit card at some point without me noticing, which is quite unlikely). I checked my order status on Jason's little IM robot he had set up, and it informed me that I was all paid up. further, in June I received the snail mail confirmation from AU stating, "You are receiving this as a receipt for your purchase." on top of all of that, I have the credit card statements which show when my card was charged both the initial deposit and the final 79.98. I sent an email to both email addresses that were recommended, but waiting until Monday will be quite stressful indeed. this is so disconcerting. just what I needed after this particularly crummy day. and to think I was actually thinking to myself just the other day, "wow, so many other people seem to be having trouble with their orders. I'm pretty lucky." of course, I was also thinking I might consider ordering from AU again in the future, though many others have sworn it off. how quickly things change....

Rich R.

[Justin at AU]

You will not lose your place in line, or anything of the like. If you ordered and were scheduled to get a collectors edition you still will. We just need to fix our records. That is why the email went out, we are trying to make sure we have no problems when this set ships in a month. I think the wording in the email could have been much better myself.

We are switchig to a new internal order tracking system, because of all the problems we have been having. We are working to make sure this never happens again. Again just send ross@anotheruniverse.com and mike@anotheruniverse.com an email, and they will help you get everything starightened out so you can be watching the DVD next month.

Justin-

[medellia77]

Justin,

Thank you for your quick reply. Hopefully everything will work out okay. Even with all of the problems, I have always received prompt replies from AU, which tells me that they really are trying to make this work, so I can honestly say that I would not have a problem ordering from them again.

[medellia77]

Sorry

Double post

[sameritech]

Your best bet is to contact the agencies listed below. If you just sit back and allow AU to do this and get away with it, they will continue to take advantage of other customers.


http://www.anotheruniverse.com/
CMI Holdings Group
AnotherUniverse.com
7975 Ramona Ave Suite B
Sacramento, California 958265
(888) 526-6427
FAX (916) 450-0760

Better Business Bureau
http://www.bbb.org/bbbcomplaints/Welcome.asp

California Department of Consumer Affairs
http://app1.dca.ca.gov/complainthelp/co ... plaint.asp

California State Attorney General
http://caag.state.ca.us/consumers/mailform.htm

Internet Fraud Complaint Center
http://www1.ifccfbi.gov/index.asp

[sameritech]

Your best bet is to contact the agencies listed below. If you just sit back and allow AU to do this and get away with it, they will continue to take advantage of other customers.


http://www.anotheruniverse.com/
CMI Holdings Group
AnotherUniverse.com
7975 Ramona Ave Suite B
Sacramento, California 958265
(888) 526-6427
FAX (916) 450-0760

Better Business Bureau
http://www.bbb.org/bbbcomplaints/Welcome.asp

California Department of Consumer Affairs
http://app1.dca.ca.gov/complainthelp/co ... plaint.asp

California State Attorney General
http://caag.state.ca.us/consumers/mailform.htm

Internet Fraud Complaint Center
http://www1.ifccfbi.gov/index.asp

[GordLacey]

Your best bet is to contact the agencies listed below. If you just sit back and allow AU to do this and get away with it, they will continue to take advantage of other customers.

Sameritech,

As far as I know those agencies aren't doing anything with the set. I don't think contacting them will get the set out any faster, and since they don't have the ability to help Mike process the problems that are reported I doubt they can speed anything up.

I think people's best bet would be to use the customer service form (http://www.drygrass.com/mscl/) or email Ross (ross@comicshop.net) and myself (gord@drygrass.com). We're the ones that can actually help the people with problems, not any of those agencies.

Thanks for trying to help,
Gord

[bonho]

I wish I could agree with you, Gord, but aside from the fact that AU and all its entities aren't even REGISTERED with the BBB (gasp! I'm SO surprised), I personally don't see anyone in your court pulling their finger out to help all YOUR trusting customers that are feeling royally screwed right about now. Y'know what? YOU GUYS have screwed up. The fact that you have ONE guy dealing with the customer service emails and is backlogged shouldn't be OUR problem, it should be YOURS. You should hire more people to sort this out, Jesus Christ, I can't believe that I as one of your customers has to tell you this. What are you, fifteen?

[GordLacey]

I wish I could agree with you, Gord, but aside from the fact that AU and all its entities aren't even REGISTERED with the BBB (gasp! I'm SO surprised), I personally don't see anyone in your court pulling their finger out to help all YOUR trusting customers that are feeling royally screwed right about now. Y'know what? YOU GUYS have screwed up. The fact that you have ONE guy dealing with the customer service emails and is backlogged shouldn't be OUR problem, it should be YOURS. You should hire more people to sort this out, Jesus Christ, I can't believe that I as one of your customers has to tell you this. What are you, fifteen?

Hey now, *I* don't work for AU at all. I'm not even getting paid to deal with any of this stuff, I'm doing it because Jason is away on his honeymoon and he asked me to cover for him.

I can appreciate the situation you're in, but I assure you I'm not one of the people to point fingers at.

Gord
P.S. And I'll be 25 in a week

[Guest]

Just want to say that not being registered with the Better Business Bureau is meaningless. They are an organization that, for a fee, ANYONE can join. They will take anyone's money and list them.

Because of the name recognition, people think they are some high quality organization. But, I would say a majority of the companies operating today are not members. They aren't well regarded within the business community in itself.

[bonho]

Hey now, *I* don't work for AU at all. I'm not even getting paid to deal with any of this stuff, I'm doing it because Jason is away on his honeymoon and he asked me to cover for him.

I can appreciate the situation you're in, but I assure you I'm not one of the people to point fingers at.

Gord
P.S. And I'll be 25 in a week

Apologies to you, Gord, if that's the case. However, my comments still stand as directed toward those who are running AU. Too many customer service calls and emails? Not MY problem. Hire more people to deal with it. As I've posted in another board, I am looking into making a claim in small claims court if this isn't sorted out soon.