• 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

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  • icecrmcnkd
    Joined:
    Roo

    Send Marye a PM.
    She’s the post below yours.

  • roo
    Joined:
    Download order broken

    I got an email that my download pre-order (G000145433US) of Rum Runners was now ready, with a link to download, and...clicking the link gives me a bit of XML saying "The specified key does not exist". The key in the XML is "TBD", which seems, you know, wrong.

    Going to my orders on dead.net, you get "we're switching systems, you might not see your past orders". Indeed, I do not.

    Contacting support (ticket: 427982) is apparently shouting into the void. It has been two weeks without a reply.

    Contacting y'all here may, too, be shouting into the void. Last post here was in 2023 ;)

    halp?

  • marye
    Joined:
    Ireland
    send me PM and I'll see if we can get this figured out.
  • irelandsp
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    Joined:
    how can I get help…

    how can I get help completing an order? I have emailed customer support but no reply from them.

  • marye
    Joined:
    DK
    So sorry for this; please send me a PM with the details and I'll ask the Doc to get on the case.
  • dkrathbun
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    Joined:
    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?

  • dkrathbun
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    Joined:
    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?

  • dkrathbun
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    Joined:
    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.

  • Obeah
    Joined:
    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.

  • marye
    Joined:
    DK
    Please send me a PM with the details and I'll see what the Doc can do.
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17 years 1 month
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(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

Just clicked the tracking link in my e-mail to check progress and I got the same message about having to pay £73.92 for shipping charges, and DP31 would be due today, but and not suprisigly the package is somewhere still in the USofA.

Feels like a UPS/Warner/Rhino glitch which hopefully it will be sorted out soon if someone picks up on this thread..

Ha Ha, by chance I had a UPS delivery today and the driver asked if I knew I had a delivery next week and whether I wanted to pay £73.92 now - thats like $91.50 - for postage for Dave's Picks Vol.31 (1 copy) - I do hope Rhino sort it out.

and does anyone else get crap with reCAPTCHA?

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If you are having this issue, please bring it to the attention of our beloved Dr. Rhino, drrhino@rhino.com, who is trying to straighten this out. Thanks and sorry for the trouble!
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10 years 7 months
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Anyone else having this issue?

Per Dead.net Customer Service, 'Our new warehouse has advised that they have been unable to locate any numbered copies of Dave’s Picks Volume 30. With that confirmation, we have decided to produce a small, separately-numbered run of this title. We will use these copies to replace your missing or damaged Dave’s Picks Volume 30 shipment. Our production team has advised that the new, limited-edition run will be available in 2 months. "

Well, it's been two months and no word, no communication. Very frustrating.

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17 years
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I think that if your new warehouse is BROKE and not able to deliver items in a reasonable amount of time, you should at least send out a notice to your customers! Just letting the delivery date come and go without any notice is just wrong! This is just poor business/Customer service! We all encounter problems from time to time, just be honest about it!

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15 years 9 months
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Just got an email that a t shirt was being shipped to me that I cancelled almost a month ago, why? who should I talk to now, I ordered, I cancelled the order two days later, then, I got a response saying they were busy but would follow thru. Now I get an email saying a t shirt I cancelled and stopped payment on is now coming. Why? Why can't you guys get your shit together? If this shirt comes to me after I cancelled the order, I will not pay for it and I will keep it. Thanks for the free stuff.

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17 years
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Anybody else in the UK had problems paying a charge because the value of the item has been mistakenly - I believe - detailed on the postage packaging as far greater than it should be. I have today had to pay a import charge of £12.81 for the last 7", which was sent in a LP sized carton, and given a value of $30.37 by the sender (presumably Rhino). The cost of last years entire 7" subscription was only $45.00, so the individual packages should be marked with a value of no more than $11.25. I've ended up paying a charge greater than the value of the item itself!!!!

Because an attempt had been made by the Royal Mail to deliver to me today, and in my absence, the item was returned to the local Depot. I was only alerted by a member of staff there as I'd gone to collect another item, but she could not hand over the package to me before I'd paid the charge, nor could she identify from the packaging what it was or where it had come from.

Another Rhino lash-up then, and another e-mail from me to Dr Rhino I guess, this time asking for a refund of the charges I've paid, but shouldn't have been levied in the first place but for the mistaken pricing for the item by Rhino.

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17 years 1 month
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Waiting for Dave's Picks 32 to be shipped (subscription)
Waiting for the Giant's Box ordered 1 week ago
What's wrong?
No replies from customer service!!!

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7 years 5 months
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Please ship the Giants Box I paid for 2 months ago! I received my shipping notice for Dave's 32 this morning. Why can't you ship the box? Please Please Please

The saga continues. Do I order a Dave Picks Subscription this year? No. they have screwed up so many orders this year and sent me coffee mugs that are broken in the box. No one cares. Customer Service is doing nothing to make it better. This is the only place you can buy these things so I won't. That way I don't have to deal with this crappy customer service and countless frustrated emails and credit card disputes.

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13 years 8 months

In reply to by Dave Sweeting

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I cancelled my Giants Box Set order a few months ago due to all of the issues. I will never order another box set or subscription due to the new warehouse not being able to opertate effectively. Rather than make things right, Customer Service hides their head in the sand. I am done with this company. It's a shame our favorite band cares so little for it's fans. THEY JUST WANT YOUR CASH. If Dead and Co isn't a big enough indicator that they are only in it for the money, look at the customer service on this site.

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6 years 9 months
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My Daves Picks 32 order arrived today but sadly contained only 1 of the 2 copies I pre-ordered. I think by the time my ticket is read there will be no stock left to fulfill my pre-order.
Also waiting for 3 tshirts I preordered a few months back that were supposedly be released 9/29 but no word on those yet or any response from tickets.
I don't want to have to stop ordering from this store but I'm leaning towards buying stuff 3rd party on ebay for more now just to avoid the disaster that has become the WMG warehouse system.
I did get both my Giants vinyl and cd sets on time, so i should be Grateful... but i got my hopes up that things were running smoothly now. I can see many people having issues still.

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16 years 8 months
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I've been trying to change my home address on this site since June. Customer service will NOT do it over the phone. They also have not done it via email. They sent Dave's Picks Vol 31 & 32 to an address I no longer live at. I did not receive the current Dave's Picks that was delivered today, because they insist on shipping these to my old address. Rhino is a disgrace as it is for making everything limited edition. Who gives a shit about the number really? I want to hear the music. To guarantee that I can get a copy of each release, I bought a subscription. Obviously that guarantees nothing. I've been shopping through the Grateful Dead's website since long before horrendous Rhino assumed control. Now I'm inclined to just not bother anymore. Between Rhino, no customer service to do a simple address change and the super secret, mythical warehouse move there seems to be little point spending my hard-earned money here.

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17 years 1 month
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Please send me a PM with the correct address and I'll get the Doc on the case.
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17 years 1 month
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You too, and sorry about the messed up order. Please send details.
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17 years 1 month
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Was the warehouse move real or just an excuse to not deliver bought and paid for products? If this was a real company, they would at least tell us what the real problem is. Did they even make any of the Halloween T-Shirts or was this all to trick us out of our money? It has been almost a month since my promised delivery date and nobody has ever told us what the problem is! Emailing Dead.net Customer Service is a wast of time, they don't respond! Calling only gets the canned response, Warehouse problems, you should get your product any day now!

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17 years
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Ordered SYF Giants Stadium Retro Jersey on 9/9/19 and American Beauty vinyl on 10/14/19. Items never received.
Called cust. service, only told to be patient but I only need to know if these orders will ship.

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17 years 1 month
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send me the details and I'll see what I can find out.
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9 years 10 months
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Been reading lots of comments re: shipping problems. Mine is a simple mistake on my 2020 subscription ship to address and I see what they're talking about now. All I did was forget my house number and the Warner service request Q & A seems to indicate once you've ordered you can't cancel or edit the order. We will see if anyone answers my service requests but I have a feeling I had better count on my mailman come February. So Marye, if you're in there, my service ticket request ID is 5230213, but it says not to clog things up with additional requests so I better not jinx it.

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17 years 1 month
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I'll pass this to the Doc.
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4 years 8 months
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I ordered 30 trips around the Sun on August 4. When it was shipped, I was very frustrated that the shipment only included the 1977 discs, and not the other 29 years! I contacted customer service and was told that a replacement shipment would be coming. This was in the middle of August and I have now been waiting over 3 months, while my credit card has been charged for $700 plus sales tax. I have tried calling customer service and it is a waste of time. They take my information and say someone will get back to me, but they never do. The last communication I actually received back was in mid-September and that was simply a generic response saying we don't have an exact estimate as to when your order will ship, we won't have any further updates, etc.

I paid $700 and can't even get someone to give me a status or a personalized response. I have never had customer service this awful.

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17 years 1 month
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Please send me a PM with the details and I'll see what the Doc can do.
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9 years 1 month
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I did not want to resort to this, but I have no choice.
I ordered 2 copies of the subscription, but for the last one, Dave's Picks Vol 32, they only sent 1 copy. Customer service has done nothing after over 2 weeks, so you are my last resort. If I can't get this resolved, i.e, the 2nd copy I ordered shipped, I will have to have the charge reversed on my credit card. Please let me know how to get this fixed.

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4 years 7 months
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Has the Northwest Box Set Shipped yet? The release date was September, we are heading into December with no word other than a "complicated warehouse move". Is pre order a scam? Do you collect the upfront money in order to produce the product? If not enough pre-orders come in than you wait until enough money comes in to produce the advertised product. Seems like a pyramid scam to me. Put out the product as promised before you collect money for the next one. I am about to cancel my order from August and get my music from 2nd hand sources. I can no longer trust Dead.net.

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17 years 1 month
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please send me a PM with the details of your order and I'll see if we can restore things a bit.
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13 years 8 months
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I am a subscriber and have been every year since that options was offered...I’ve emailed numerous times, and while I’ve been responded to occasionally, and promised eventually it would ship, it hasn’t. And now no response in 3 weeks. VERY frustrated. Hoping maybe someone will see this and offer to correct this problem.

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4 years 7 months
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I placed an order the first week of November to ensure delivery by Christmas and it still hasn't shipped and now the Christmas delivery deadline has passed! 😢 Nobody is responding to my email I sent at the beginning of the week. I'm very discouraged, I made sure to order almost a month before the deadline. Is this order even going to happen?

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.

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4 years 7 months
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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.

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!

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8 years 8 months

In reply to by amvenute

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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!

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.

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4 years 7 months
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I'm wondering what happened to my order #137400000221044.

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4 years 6 months
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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.

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17 years
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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?

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4 years 7 months

In reply to by Castle8

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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...

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16 years 11 months
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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.

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4 years 6 months
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I ordered a copy of Grateful Dead scrapbook for my UK Dead Head husband for Christmas. I ordered Nov 9th
Book was eventually sent 13th Dec. I received UPS delivery status for 16th Dec. Then it all went wrong. I was told by UPS and invoice was missing so book started to travel around the US. UPS contacted this so called company for the missing info....Nothing was heard. In that time I received an import tax demand from UPS for £27.13, which seems pretty high. I paid it. I wrote to Customer services asking for help on this item. NO RESPONSE.....UPS again asked for the missing invoice.......Nothing was sent. Eventually UPS returned the item back to them on 23rd Dec. I have written again to customer services....NO RESPONSE.......I tried ringing them...NO CALLS ARE BEING TAKEN ON THIS NUMBER. So I have paid $63 (including shipping) £27.13 ($35) import duty and no book. They have not even acknowledged receipt back of the book. I am now convinced this site is bogus, is just taking money of customers.

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8 years 8 months

In reply to by Satchmo@

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They are pretty much just running a scam at this point.

At the bottom of the web page is a Better Business Bureau (BBB) logo. File a complaint with the BBB.

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17 years
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I am still waiting for 3 items ordered in November. I received a shipping notice that one item shipped on 1/8/2020 (one week ago) with a tracking number that DID NOT work (UPS tracking number). Item has never been delivered. I live one state over from the warehouse location and it should take UPS 2 days to deliver most items that are shipped from that state (last Dave's pick took 2 days). It is obvious that this item never left the warehouse and yet I am still without my orders and out over $100.00.
I can't believe the mess that will happen when Dave's pick is shipped out in a few weeks.
Can someone take charge of this situation?

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17 years
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Still have not received item that was supposedly shipped 1/8/2020 with a UPS tracking number that did not work. Have not received anything ordered in November 2019 (over $100 worth with S/H and taxes). Nothing from customer service. I try to keep things positive, but I am beginning to think ICECRMCNKD is correct.
Can I at least get a tax document to the $100 contribution made to the store?

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17 years
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GRATFULGERD, I've been waiting 10 weeks. How is 8 weeks or 10 weeks acceptable? Total mess at this point.

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6 years 6 months
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Hello - We've been dealing with an order issue related to Dave's Picks 32 since mid-October without a resolution. Our last three emails to support have gone unanswered, stretching back to mid-November. Is there anyone here than can help?