• 502 replies
    marye
    Joined:

    (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

Comments

sort by
Recent
Reset
  • ace1
    Joined:
    My newbie screwup ... rectumfiable? :)
    Did my first Store order to d/l Charlottesville 4/15 show and thought it didn't go through so ordered again. Now find I've purchased two d/l of the same show. I've d/l one now so am hoping I could get credit for the other applied to let me d/l the Washington D.C. show. Is that workable somehow? Store name slightly different from user name here: ace-1@cox.net; used the hyphen in the Store name cuz it's in my e-mail. Thanks for any kindness and I'm grateful to be hopeful! @->--- @->--- @->--- @->--- @->--- @->--- I dunno, it must have been the roses! First show 11/23/68 ATHENS OHIO ... Anyone have it for trade? Cheer'n'merry Sunshine!
  • johnman
    Joined:
    why the damn outsourcing
    when there are so damned many people out of work HERE??????......i could use a job fer crine outloud!!!!
  • caroline
    Default Avatar
    Joined:
    struggles!
    i too have been having struggles w the store. i sent two unanswered emails and made a phone call to the number listed (an indian guy named sam). i too was told my issue would be escalated to the next level. the next day i got shipping notification and the next i got my complete pure jerry series (yippeee!!!!!). i am certain there is no correlation to the call and the shipping... merely a coincidence.... this wasn't the only time i've had an issue with an order, but this was the only time i felt the store wasn't interested in my issue and that i had to do all the legwork... disappointing, of course. i got what i ordered but i am leery about ordering from them again... they will need to have something really spectacular to lure me in again. i also noticed, as someone else pointed out earlier, that the 'hold' music for dead.net customer service is NOT the grateful dead but instead the standard muzak elevator crap... a sad irony in this day and age that the technology can't (won't??) customize that! good luck to those of you still waiting. caroline
  • Oroboros
    Joined:
    I ordered items on 4-11-09
    was notified they were shipped on 4-22-09 and received on 4-23-09. Got the cheapest shipping ($2.50 for DVD & sticker).My original order (2 weeks before) was a snafu by my credit card company. But we got it done and I am watching RFK '91 right now. Want to say THANKS to the store for the grate service. The Truth is realized in an instant, the act is practiced step by step.
  • steve7berg
    Default Avatar
    Joined:
    to bryce26:
    I am experiencing the same problems. They said they were gonna have the corporate office call me but we all know that in not gonna happen. This is f-in bullshit. For the amount of money the dead are making these days, cant they at least oversee their store? I refuse to buy anything else from this website.
  • steve7berg
    Default Avatar
    Joined:
    This is BS
    I ordered a T shirt on April 14th and had priority shipping (2-3 days). It is the 23 and still havent recieved it. I called customer service on monday and they said it was shipped. I just called today and they said it has not been shipped they are waiting for it or something like that. These people i spoke to barley speak english and it takes them 10 min to get the spelling of my name right. What the hell are they doing over there at the dead.net store besides outsourcing jobs to a bunch of indian people named "frank" and "jeff". This really upsets me.
  • Bryce26
    Default Avatar
    Joined:
    PLEASE HELP!
    I ordered some CD's from Deadnet and have been given the run-around for three weeks. Every time I call the 1-887-deadnet I talk with someone new. They never can find my order and then make up a different excuse why it hasn't been shipped. They say they will escalate it to the corporate office, another time they say they will escalate it to the billing department; another time they say they will escalate it to the warehouse, etc. Last week they told me it would be shipped in 24 hrs, but 4 days later it still has not been shipped!! They never return calls and I have had to call several times a week, to only get another reason why it has not been sent. I cannot get a clear answer from them. This is the most frustrating thing I have ever dealt with. I really cannot believe how unprofessional and disorganized they are. Do you know anyone or any place I can turn too? For Help! Anything would be appreciated – Thanks Bryce
  • decreed_it
    Default Avatar
    Joined:
    Update from Customer Service
    Called the number listed at http://www.deadnetstore.com/Help.aspx Got a very nice customer service person, Lena on the phone. She unfortunately could not locate my account by name or e-mail address. Inquired about the order of the 2009 tour downloads. She said that all the CSRs had gotten notification of some sort that ALL show downloads would take 24-36 hours to process and that a seperate e-mail should be sent to indicate when a purchased show would be ready for download. She took my order number and told me she would forward a request to their "IT Department" to have the shows posted and the notification e-mail resent. So, we learned it will take a minimum of 24 hours up to 36 hours after order for ANY show to become available, regardless if it has been released already, and that a seperate e-mail would be sent. I asked Lena to pass on to the powers that be they really need to clarify the order process and post the information prominently on the website to cut down on customer frustration and confusion. She thought that was a great idea . . . :^) For those of you still having trouble, try calling.
  • brianhahne
    Default Avatar
    Joined:
    Updates on inserts? Another question....
    Looking for some updates on the inserts for downloads. I'm sure this is an important topic to more than just me... Also, I emailed customer service regarding the fact that I accidentally ordered two of the To Terrapin cd's.... I forgot I had pre-ordered... then ordered again. I wanted to see if I could return one... but no one has answered my inquiry.
  • gratefulgerd
    Joined:
    International CD orders done by Fed Ex
    I'm very disappointed. All my mails to the customer support -oldest April 6, concerning the shipping problems have not been answered yet. My recent CD orders where announced to be shipped by USPS! But shipping actually was done by FedEx. Fed Ex charges every time, the value of a package is higher than ca. $ 27, an administration fee of Euro 11.90 (ca. $16) for handling the customs! Custom duties will be added. USPS has no fees, just collects customs duties. Who can help? G.
user picture

Member for

17 years 5 months
Forums

(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

user picture

Member for

11 years 7 months
Permalink

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.

user picture
Default Avatar

Member for

17 years 3 months
Permalink

Ordered calendar on 11/12/2019. Received a shipping notice on 1/8/2020 with a bogus tracking number. Never received the calendar but on DEAD.NET the order status says shipped. So, the store claims it was shipped when it wasn't and now there is no way to resolve this. It is now one month into the new year and no calendar. I feel so ripped off at this point.
I can't imagine the mess that will be the Dave's Pick shipments later this month since there are many who have not received the last Pick from 2019 and no resolution either.

user picture
Default Avatar

Member for

17 years 3 months
Permalink

I still have not received the GD calendar ordered 11/12/2019. There was also 60 dollar item on that order also - still not received. Why is this forum called "Got Issues With Your Store Order" and yet when issues are submitted there is no resolution? What am I missing?

user picture
Default Avatar

Member for

17 years 3 months
Permalink

I received the email below. It doesn't state what order and even I know from past orders that funds are taken at the time of order. So, what order was canceled? The funds were taken 11/12/2019. Have they just admitted they took my money and now have canceled my order on the excuse below:

In processing your order, we attempted to confirm funds from your credit card, but the request was declined and any outstanding items on your orders were cancelled.
Please note that at the time of purchase we authorize your credit card to verify funds are available, and for preorders, some banks require the authorization to occur every 7 days. These are NOT charges, and the authorization is removed from the account quickly. However if the authorization attempt comes back declined, the open order items are cancelled. If you are interested in re-ordering with a different payment method, please go directly to the store.
Regards, Online Customer Service

user picture
Default Avatar

Member for

17 years 3 months
Permalink

Still no calendar or other $60 dollar item on same order. This does not include shipping and taxes.

user picture

Member for

17 years 5 months
Permalink

I've passed this to the Doc.
user picture
Default Avatar

Member for

13 years 11 months
Permalink

It’s now been THREE MONTHS since my PAID FOR Dicks Picks 32 should have shipped. I ask for updates, I don’t get any. I ask for a refund - silence. What is it going to take to get this resolved? Am I really just going to get screwed here???

Good luck today.
My order (CD) from Nov. 26, 2019 was shipped on Jan. 22! and has arrived today (Int'l).
I'm very happy now, although processing time at the warehouse took more than 8 weeks!!!
Somehow the warehouse org. seems not totally kaput. Hope for a better Service in 2020: Dave's Picks, June 1976...
SKYLAB, I feel with you and hope you'll get your music soon!

user picture
Default Avatar

Member for

4 years 8 months
Permalink

I too never received Dave's Picks 32. I'd paid for the 2019 subscription and got the other three but not vol 32. I've since received the first installment of my DP 2020 subscription. So, where is #32?

I've called many times, going back to November, but no one I spoke to on the phone has ever helped. I wrote numerous emails, but they've all gone unanswered. Today I called again and produced "ticket numbers" for the emails I'd written... but the person on the phone said she couldn't access those ticket numbers because they were too old (?). She said she had forwarded my issue to the warehouse and that they'd follow up with me... yeah, right! Just like all those other messages I sent to the warehouse, I can only assume my issues will continue to be unaddressed. Why would I expect anything different now?

This is really crummy, guys. Totally bums me out to be treated this way. What's worse, there's no indication you guys are working to fix it. The message is, "trust us, we're on it." But 3 months later and no sign of action, I'd be a fool to believe you guys intend to make this right.

user picture
Default Avatar

Member for

17 years 3 months
Permalink

Thank you Mary, E. for passing this to the Doc but now it has been 13 weeks and no calendar and no 60 dollar Halloween blanket. I'm not sure at this point what can be done. I keep getting weird charges on my CC only to have those charges dropped a short while later (charges from Dead.net). This has happened numerous times. Last CC statement had that happen also (from Dead.net) even though I did not order anything.

user picture
Default Avatar

Member for

17 years 3 months
Permalink

15 weeks and no calendar and no Halloween blanket.

user picture
Default Avatar

Member for

17 years 3 months
Permalink

16 weeks and no calendar and no Halloween blanket.
At least the debits and then credits to my CC have stopped (from dead.net).

user picture
Default Avatar

Member for

17 years 3 months
Permalink

17 weeks and no calendar and no Halloween blanket and no refund (at least none that I can tell after adding and subtracting all the credit/dedits made to my CC the last couple of months (from this store).

user picture
Default Avatar

Member for

17 years 3 months
Permalink

A big THANK YOU to MaryE and the good Doctor, received the Halloween blanket yesterday (sent from CA). I am very satisfied and will consider the calendar a lost cause - not worth fighting about due to the low price and the fact we are almost into the 4th month of 2020. Thanks again for all your efforts.

user picture
Default Avatar

Member for

16 years 3 months
Permalink

Just getting a little itchy - I know there is a hello of a lot bigger stuff going on in the world right now but I am still awaiting delivery of DP33 and just wondered if I am the only one in this position and what I should do about it? Many thanks in advance..

user picture

Member for

8 years 7 months

In reply to by smix

Permalink

You are not the only one. And same issue with another order. I bought the All Music Edition and the new box set round about 6 weeks ago. The order has been shipped in the mid of march. After UPS informed me that they has transmitted the package to a local postal service (in Germanny) I urgently have to know the new tracking number for figuring out where the package is. So I contacted the customer service. Unfortunately they did not respond to my E-Mails until now. Even if the corona virus restricts our lives all over the world, we should still stand by each other. This also includes business matters. If two shipments of the same customer are lost in weeks is that not reason enough for them to react immediately or better as soon as possible (By the way I paid a lot of bucks for my orders)? It looks a little bit like Dead.net don't care about their customers. That's very frustating.

user picture
Default Avatar

Member for

16 years 3 months
Permalink

Further to my last desperate plea around my missing sub of DP33, I have now tried on three occasions to contact Admin via the customerservice@dead.net but each time I get bounced back , seems I am running out of ways to actually find out what has happened to my order.

user picture

Member for

17 years 5 months
Permalink

please PM me the details and I'll ask the Doc to get on the case.
user picture

Member for

8 years 7 months

In reply to by chr1skol1

Permalink

In the meantime I have received at least one of my orders (Get Shown The Light (All Music Edition)). For me it turned out that the German parcel service (DHL) forgot to inform me (via a notification card) that a shipment had arrived for me. I hope that I will still receive the other box. The Dave's Picks Vol. 33 CD is still gone. Here too, DHL is probably responsible, which occasionally fails to inform its customers with notification cards.

user picture

Member for

8 years 7 months

In reply to by marye

Permalink

It would be great if you could do this for all affected customers so that we can find a solution that is good for everyone.

The June '76 box has finally found its way to me. :) Now its time to dive into this great music....
After waiting for weeks, she finally arrived yesterday. She has been in Germany since March 26, 2020. Many weeks of waiting until it could be delivered by the german parcel service.

user picture
Default Avatar

Member for

9 years 1 month
Permalink

I’m still waiting to receive my Daves Picks 33 in the U.K.

I’ve contacted dead.net who basically said that until they are allowed back to work nothing can be done (which makes sense). But I’m just worried it’s going to be something that gets forgotten about

user picture
Default Avatar

Member for

4 years 3 months
Permalink

Not comforting to see that these issues have existed for over ten years when this post was created. It took two months to get my sweatshirt and t-shirt. When I finally got them the sizes were way off. The legend sweatshirt was supposed to be 3XL but the one I got was an XL according to Independent Trading Company's spec sheets. They made the original sweatshirt so I contacted them. The measurements were like I said for the XL not their 3XL. So the labels were wrong. Not sure if that is Dead.net's or ITC's fault. But the answer from Daniel @ dead.net is for me to pay for shipping to send this back. This is the most horrible experience I've had on the internet and I've been buying stuff online since the 90s. How long till I get my refund for my $144 sweatshirt? 3 months? Never? I really want the sweatshirt too but I can't reorder it because the same issue will likely happen. Dead.net? Never again. I will bad mouth you till I die unless you make this right.

I'm sorry things didn't work out as you expected. I worked in the printed T-shirt industry for 25+ years and can tell you from personal experience the size issue is not the fault of Dead.net. Independent Trading Company is the supplier of the sweatshirt, which is shipped (along with other goods) to the Printer. After printing the shirts are then 'picked & packed' i.e. distributed into their respective orders and shipped to the customer. 'Pick & Pack' can be done by the Printer or a second company, either way it should have been caught. The refund is another issue.

user picture
Default Avatar

Member for

8 years 10 months
Permalink

Please help the Deadhead community get acceptable customer service from Warner Music Group. They have no phone line and one has no recourse in dealing with order problems when they do not respond on their e-mail only system. Can you use your influence for enhanced service for those ordering through Dead.net. I have received no response from their email only system other than the initial computer generated acknowledgment of receipt. My status is now Drop Error (whatever that means), Partially Shipped. The link to the tracking number on the portion of the order leads me to the shipper's site, which says no such tracking number exists. I also have no idea what is going on with the rest of my order (not shipped) and I can't get a response. And we pay for shipping! Can the Dead do something about customer service for the Dead.net Store?

user picture

Member for

17 years 5 months
Permalink

send me a PM and I'll see if the Doc can fix this. Sorry for the trouble.
user picture

Member for

4 years 2 months
Permalink

Hey y'all,

Anyone else having crazy delay issues this month? I place an order back in April, it shipped next day and I had it within a week or so. This time around, placed an order on 7/18, received order confirmation, and nothing since. I've reached out to customer service twice, but still haven't received a response. I'm totally cool with delays, especially given the current global situation, I just want to make sure things haven't totally fallen through the cracks.

user picture
Default Avatar

Member for

12 years 1 month
Permalink

I ordered on 7/19/20. I ordered a T-shirt that is in stock, the '73-'74 boxset that is in stock and i pre-ordered the new Dave's Picks. The pre-order got here about 2 weeks ago. I sent an email to CS 2 weeks ago and called last Monday. I was told I'd have an answer as to why they didn't just ship it all at once in 3 days. I'm still waiting. Meanwhile Dead.net has over $200 of mine that they took the day of the order. I can't cancel it or get any info on it. Not the support I expect from the Dead. I was planning on getting the '76 boxset too but not if this is how orders are treated around here.

user picture

Member for

17 years 5 months
Permalink

Please send me a PM with the order details so I can get the Doc on the case. So sorry for the aggravation and the nonappearance of goods.
user picture

Member for

9 years 11 months
Permalink

Hi Marye
Long time customer, first time caller. My DaP 2020 Subscription is inexplicably showing as “cancelled”, so DaP 35 has not been sent my way, no response to e-mails and phone calls. I was so frustrated I told them to just return to me the unused portion (no response there either), but I really do like collecting the Dead.net offerings, would rather stay onboard. I would like to obtain DaP 35 et al, going forward. Any assistance is appreciated! Thank you.

user picture

Member for

17 years 5 months
Permalink

Send me a PM with the details and I'll see if the Doc can fix this.
user picture
Default Avatar

Member for

16 years 4 months
Permalink

Hello Everyone, does anyone know what the standard turn around time at the warehouse is right now? I placed an order 15 days ago and the order Status still reads as “Processing - Not Shipped” I checked in with customer service but all they were able to tell me is that the order was processing and they did not know when it would ship.

I was wondering if this was normal these days or if I may have a problem. Thanks!

user picture
Default Avatar

Member for

4 years
Permalink

Hi,
I ordered June '76 box set and hoodie on 28th August 2020 and my order is still processing. It is an international order, so according to the site I might have to wait 4 to 6 weeks once shipped, but, it is nearly 6 weeks and my order hasn't been shipped. If shipping takes that long I will get my order in the New Year. This is not good enough, I ordered t-shirts from Liquid Blue on the same day and I received them within two weeks.
I have contacted customer service twice, first they told me it was processing and I am still awaiting a reply( now three days, didn't expect this from Dead net).
I want the items, but the store has had my money ( 215 Dollars) since the 1st September 2020 and hasn't give me any indication of the order being shipped. I want to order more items but the way the store is behaving leaves a lot to be desired. Didn't think anything associated with The Grateful Dead would not care about it's fans/customers.
My recent E-mail to customer service, I have asked for my order to be cancelled and for a refund to my card. This is only because I don't know if I will ever receive the order. Maybe I'll have to contact my card provider and see if they can resolve this, as customer service is giving me no reason that they will. Can someone help me please?

user picture

Member for

4 years 6 months
Permalink

No issue I’m just excited for my puzzle to arrive!
⚡️🧩

user picture

Member for

4 years

In reply to by gr8fulgal77

Permalink

I share in your excitement, but I am wondering how long it's expected to take to arrive? Is there anyone I can reach out too who can provide this info? Going to be moving towards the end of December and I bought this puzzle for my next place, so hoping it comes before then. That will be apprx. 2.5 months after order - should I expect it to take this long because or should I reach out ASAP. I need that puzzle!

user picture
Default Avatar

Member for

4 years 3 months
Permalink

To anyone who reads this post: Based on my past and current attempts to buy merchandise from this outfit- DO NOT BUY FROM DEAD.NET. 2-3 years ago I purchased some items for Xmas presents -in September - my card was charged and nothing showed up for months. After repeated calls to the helpline the person always stated that they did not know when my items will ship. Finally, in March of the following year I had to cancel the order.

In March of this year I bit the bullet and ordered some items from the Skull and Roses pre-order. My card was again charged at the time of order- 3 months ago. The order invoice states items will ship on 6/25. Here we are in July and NOTHING!!

The merch operation is a scam. To Billy, Bob, Mickey, and Phil, and bozo the clown running the dead.net march op- you all probably cashed your royalty payments before my stuff will ship.

user picture

Member for

17 years 5 months
Permalink

Please check your inbox, as we would like to resolve these issues. Thank you.
user picture

Member for

11 years 10 months
Permalink

Hi Mary, UPS status for my order of the 20-CD St. Louis set is: "Your shipment 1Z91YY93YW95815473; Delivered On Monday, October 11 at 10:04 A.M. at Dock; Delivered To WOBURN, MA US; Received By: HAMAL." There is no dock here, this is a residence. There is no one named HAMAL here. The package is not here. I've gotten many things from Dead.net in the past with no problem. I've filed a claim with UPS but can you investigate? Thanks!

user picture

Member for

17 years 5 months
Permalink

I'm checking with the Doc. Is UPS in your area in the habit of leaving your package at a local "drop site" when they're behind on deliveries?
user picture

Member for

11 years 10 months

In reply to by marye

Permalink

That's exactly it, thanks. UPS had left it at USPS for final mile but the alert I got did not indicate this. All settled and listening now, thanks again!

-Jon

user picture
Default Avatar

Member for

16 years 8 months

In reply to by marye

Permalink

Hi Marye,
I received my St Louis box set earlier this week
Unfortunately there is a fault with disc 14 (19.10.72 D3)
It skips and won't rip
I have emailed drrhino at drrhino.com but no reply
Above customer service email pings back undeliverable
PMs don't appear to work ('you are not authorised')
Any help you can give would be much appreciated
Thanks

Hi Marye,
I sent you a PM to say i'd not heard from the doc but then found his reply in my junk folder
I then tried to send you another PM to this effect but got the 'not authorised' message
Just wanted to say thanks
Any idea what is the problem with PMs???