Got Issues With Your Store Order?

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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

Excellent

Thanks marye, for all the hard work!!!Happy NewYear

same to you...

and here's to things being a bit more just exactly perfect this time around.

Winterland Box Set Flawed Disc #2

I placed my order for the Winterland box 4/24/8 and received it shortly thereafter. Disc #2 was flawed on Bertha. I have swapped many emails with customer service and have received many promises that a replacement would be to me soon. I finally called customer service 7/23/8 and was told that they had not yet received the replacement discs from their supplier. Seems quite a few folks other than yours truly had bad #2 in the box set. However, the replacements that week were en route so I could expect mine soon. Nothing, so 8/14 & 8/15/8 I called customer service four times. All four times, even though I called between 9-5 PST, I got the recording that they were closed. WHAT THE HELL IS GOING ON? The Winterland box set was not my first Dead order, nor was it my last as I have made other purchases since then. However, I am at the point regarding the Winterland purchase that I am ready to contact my credit card company to have the entire purchase price contested. Is anybody else getting the same treatment?

Got Disc #1 Instead !

Wink.....after all the ying yang they sent me a replacement disc...but they sent out 11/9/73 Disc 1 instead of Disc 2....sent them an email, but haven't heard squat since July 6. I figured I'll wait for them to clear this up before asking for the Road Trips 3 Disc 1 replacement.

guys...

I'm sorry for your trouble and I will pass this along to TPTB, but if you have not already taken this up with josh dot leopard at iventa dot com, you may find it productive to do so. Meanwhile, I'll get on the case.

Problem Solved

Well, it took a while but two weeks ago, after working with Josh as marye suggested, I received the replacement disc. All is well again, and I'm a happy camper. Thanks for pointing me the right direction.

glad to hear it

Happy camper is good!

winterland 73'

hey Marye i spoke to you awhile back about my defective disc 2, from my winterland 73' set, the last time i spoke to Cust Svc they said they had somthing in the works to be patient, i havent had any e-mails from them so i guess its my turn to ask again, no prob, but is there anyway you can help me get the disc exchanged for a good one?

customer service

puts ya on hold......i hung up after 15 minutes.....yes 15 minutes

duly reported, estimated and johnman...

sorry for the troubles.

hey!!!!

mebbe they could hire me to answer the phone?

many thanx mary

i appreciate yer kind assistance

Grateful Dead Merchandising's shortcomings in the internet age

Well, sometimes orders get filled and sent properly, but often they do not. Comparing GDM with Amazon.com dealers, the latter represent a standard that GDM does not in my experience match. Even close. Look, I like dealers with personality, but I expect that they pay enough attention to their job to do things defensibly. I feel that GDM personell simply do not know how to do internet business. My Christmas wish is for Mr Weir to arrange an organizational shakeup. GDM has generally long delivery periods ("Buffalo", an extreme case, was 55 days in transit to Oslo Norway) whereas Amazon dealers manage regularly sendings of half these periods. At the end of August, I ordered Egypt and Road Trips vol 4. I got an order confirmation and nothing else, so I waited for the release and then a month longer. Getting nothing, I sent an e-post inquiring about the delay. Customer Service replied that my credit card, the same one used to buy many other GD products had been rejected and therefore the order was unilaterally cancelled---without notifying me about this. So I had no chance to arrange a rectification. GDM personell are apparently unaware that master cards are now and then rejected for no known reason, posssibly some systematic glitch. The advice from Master Card is to try it again the next day. Amazon and for example Spin cds have routines which guarantee that in case of card rejection the card holder is notified. These routines appear to be state of the art. But GDM does not have them. Dealing with GDM is too often absolutely frustrating. I do not understand why people who cannot implement state of the art routines are working for GDM in the internet area. And I wish they were not.

GDM needs to update customer service info

The first log in this thread gives the name of Casson Kauffman as a customer service agent as well as her epost address. Which does not received eposts from customers. She probably no longer works in that job...so the info should l be updated, rather than just be left uncorrected. Are we on the same page here?

good point greggie

I will update that info soonest, and pass your comments along.

old GDstore.com gift card

Hi, don't know if this is the proper place to post this but here goes! I bought my husband a gift card several years ago from dead.net (I believe the store was then managed by gdstore.com) The gdstore.com is defunct, musictoday.com used to manage it but hasn't for over a year. They told me to contact you for assistance; we still have about $75 on the card and I would like to use it here! I have called customer service numerous times, only to have the pleasant recorded voice say that all agents are busy and to leave a detailed message (which I have done several times with no response). Any thoughts, words, advice??Thanks!

Thanks GD customer service

Thanks to the great folks at customer service for already helping me and answering this question for me & taking care of my card!~Kristin~

Help Me, Please!

Hi, I purchased The Fillmore West 1969 Boxed Set - The Complete Recordings. All the discs are in great shape, but I got two CD "Four"s. I am missing CD "Five". Is there anyway to get a replacement sent to me?Thanks, Britton Bridewell

bridewell

I'll pass this along and see what can be done to straighten this out!

Slow

I ordered a cd over 2 weeks ago and it still hasnt shipped. I was told that it was shipping soon a week ago. I guess soon is relative. Never had problems here before and it sucks that it is happening now.

anrumler

Please PM me the details and I'll pass them to someone who can address this. Thanks.

Any Word??

I am begining to think that Meggan took this personally and has put my order on hold or something. It has been 3 weeks since I placed the order and now I am just thinking my money is history since they wont send me the cd that they have my money for. Thanks for being such a "kind" representation for the GD.

an

I have passed this on to the higher ups and when I have something to report I certainly will. I'm very sorry this is such a hassle.

On the way?!

Well I got an email yesterday and said my shipment was on its way. It seemed sincerly apologetic and I probably over reacted myself. Anyhow thanks for your help.

cool, lemme know

if it fails to show up!

New Road Trip & Jerry - Shipping to Europe

Hi,I just wanted to order the new CD's (Road Reips 2/2+Pure Jerry). This time I only have shipping option FedEx: $21,80 to Europe for both new CD's instead of ship. USPS as it was before? FedEx is much more expensive. Thanks

overseas post charges

Someone on the Eurotraders group just got this reply to a query about the charges. >>>>>>>>>>>>>>>>>>>> We've changed our international shipping method to FedEx International Express in an effort to better serve our growing base of international customers. FedEx International Express usually delivers within 5 to 9 days, as opposed to USPS International, which my take up to 60 days for delivery and provides no tracking information. As you can imagine, the slow delivery and lack of tracking visibility was a major customer service issue. I do apologize that the rates are higher, but I sincerely believe you'll appreciate the better service that comes along with it. We appreciate your business and your feedback! >>>>>>>>>>>>>>>>>>>>

overseas post charges

Hello cosmicbadger, thanks for the information. This is very sad to hear. I've been ordering from GD Merchandise since the early 90's. Many, many, orders!. All via US Postal Service. Never been disappointed. Everything has arrived in a reasonable time. 5-9 days with FedEx is not really better!. And, if you add the higher shipping costs to the CD's, the total exceeds the free customs limit, which leads to additional custom fees. Seems I'm not able to pay about double. Sorry for that.

guys

stay tuned on this. Discussions in progress.

re non-U.S. shipping

from our friends at Rhino: "We are currently working to re-implement a more affordable shipping option on international orders. If you placed an order to be shipped outside of the US, we will contact you. If you haven’t yet due to the lack of a lower cost shipping option, please hang in there!"

Order 0115900

Since years I order quietly to gd store.This time since 10 days i didn t receive any infos or news about an placed order . Each time I try to contact the customer service all my messages fails in error!!! What I can do ? Who to contact? Jean Pierre

jp

mail sent.

New Road Trips and Pure Jerry

I thought these were supposed to ship on the 25th but I havent received that great "Your package has shipped" email yet. Anyone else who ordered these get the email yet? Just wondering cause I cant wait to hear them.

tried to order a DVD

password did not work. Asked to send me a new password. Said password sent. None recieved. Bummer. The Truth is realized in an instant, the act is practiced step by step.

bummer

I suspect this is a variant of the vanishing password problem we have here, but I don't have access to fix it. PM me your info and I'll pass it along to folks who can fix this.

slow shipping?

The last 4-5 orders for me have been very slow to ship. One order took so long that an item went out of stock and I was left hanging. Currently I am waiting on a pretty substantial order that has not shipped after 2 weeks, whats up? I did a customer service ticket and haven't received a reply yet. Anyone else having trouble with very slow shipping?

I also noticed that the st

I also noticed that the st patty shirt in my order is out of stock, I really hope I don't miss out out on that as well

Yep

Yea things seem to be taking a while to ship now. One of my recent orders took 3 weeks before it was shipped. I was promised that it wouldnt happen again but I have an order that is about a week old and it hasnt shipped yet. Guess I will just patiently wait.

Cracked Cases

Well I just received the order that I refered to in my previous post yesterday. They packaged 3 x Dick's Picks into a padded mailer and all 3 of the cases had huge cracks in them. Good thing I had some spare cases to fix them with. I dont want any replacements or anything I just wanted to let someone know that the jewel cases are not indestructible and should be packaged in a box.

agh...

sorry anrumler, I'll pass this along.

I received mine as well,

I received mine as well, however it was missing one of the DP's I ordered. I emailed customer service and all I received was a system generated canceled order email without any mention of the missing CD.

management of the GD sucks, is impersonal - fuck them

Why was I told my order was shipped a week ago and then just now cancelled? $100 tickets! When did they start taking lessons from Bon Jovi? LETS TEAR THIS OLD BUILDING DOWN!!! Roger

Order

Hey I was just wondering when my cd's were going to be shipped out. I can't wait to listen to them!!! I'm excited!!!

Downloads don't show up.

I placed an order a few days ago for one of the MP3 downloads. The website gave me an error when I placed the order, but I got the email confirmation and the order shows up in my order history. The downloads do not show up under "My Downloads". I tried using the contact customer support form, but I never received a response. Every time I call I can't get through. Can anyone help? (fwiw - it looks like the charge has not yet gone through on the credit card yet)

phan

please send me a PM with your order number etc. Thanks.

Inserts - What's the real story?

Ok back before the site "redesign", inserts were available for all the Dead Download series. Now they aren't there. An email to customer service said they weren't available at this time. Why?? I posted to the dead usenet site, and got the inserts from someone who bought the same shows I needed. So they DID exist. They just aren't out there now. Now the new tour... obviously some thought went into color coding the different shows... and making nice covers that align with the shirts that are on sale. I was at opening night and spent $100 on shirts. I'm not above paying for something I like. So I got the opening night cd. Again... no inserts. What gives? If my download expires and the download/flac files bundled together are to include the inserts, I'll have to get my download re-initiated to get them. Can't we just get the inserts back? Not all of us like stuff digitally all the time. I like cd's, in my hand to hold and look at. It's not an LP an more, but it's better than compression on an ipod and looking at a bitmap

dead concert

pre orderd the dead concert for april 15 2009 and i did not recieve the download HELP what can i do?

extended

I'll pass this along. I don't know the answer but I'll try to find out. Brian, ditto.

Inserts - followup

I should say, of the 11 or so shows in the Dead Downloads series... I had 5 of them, all with inserts. I bought vol. 9 recently, and the inserts weren't there. I thought that was od...as i said the email to customer service said "there are no inserts online". Um.... ok... I posted to rec.music.gdead because I knew they existed... and got them. Luckily someone out there said he has all the inserts.. so I'll be able to get them. It's not that I'm going to ask him for the flac files.. just the inserts. :-) I'll support the boys always, and pay for what I want. So... like I said the new shows, obviously someone's putting time into making the insert covers.. what gives.

Order of Download

Also cannot access download of 4/14/09 despite payment being accepted and getting a confirmation email. No response from customer service despite emailing three hours ago! Order number 0130454

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January 4, 2008 - 9:27am

505 replies

marye

Joined:
May 26, 2007

(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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October 23, 2025 - 2:26pm

#1

BillN

Joined:
July 31, 2019

What is going on with the…

What is going on with the shop? I got the Dave’s lakeside video about the 2026 subs at about 3pm, looked on DeadNet, nothing in the shop. Got tge almanac email at about 6pm and looked just now, 10.30pm and it is saying the entire earlybird subscription is sold out! Is this correct? In 4 1/2 hours?
October 3, 2025 - 8:57am

#2

Oroborous

Joined:
June 19, 2007

Look!

Another satisfied customer!
October 3, 2025 - 8:42am

#3

ihm96

Joined:
October 3, 2025

missing order

Not sure if this thread is still active but I have been trying to reach customer service to no avail about my blues for allah t shirt I ordered which never shipped yet
June 21, 2024 - 4:11pm

#4

icecrmcnkd

Joined:
October 20, 2015

Roo

Send Marye a PM.
She’s the post below yours.
June 21, 2024 - 10:57am

#5

roo

Joined:
June 23, 2007

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?
August 17, 2023 - 11:09am

#6

marye

Joined:
May 26, 2007

Ireland

send me PM and I'll see if we can get this figured out.
August 16, 2023 - 12:57pm

#7

irelandsp

Joined:
August 16, 2023

how can I get help…

how can I get help completing an order? I have emailed customer support but no reply from them.
August 11, 2023 - 9:35am

#8

marye

Joined:
May 26, 2007

DK

So sorry for this; please send me a PM with the details and I'll ask the Doc to get on the case.
August 11, 2023 - 9:33am

#9

dkrathbun

Joined:
October 25, 2022

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?
July 25, 2023 - 11:38am

#10

dkrathbun

Joined:
October 25, 2022

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?