Got Issues With Your Store Order?

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January 4, 2008 - 9:27am

500 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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April 24, 2009 - 3:09pm

#431

caroline

Joined:
June 10, 2007

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
April 24, 2009 - 9:01am

#432

Oroboros

Joined:
June 4, 2007

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.
April 23, 2009 - 8:47am

#433

steve7berg

Joined:
April 12, 2009

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.
April 23, 2009 - 8:43am

#434

steve7berg

Joined:
April 12, 2009

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.
April 23, 2009 - 5:52am

#435

Bryce26

Joined:
December 4, 2007

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
April 21, 2009 - 8:29am

#436

decreed_it

Joined:
January 8, 2009

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.
April 21, 2009 - 8:28am

#437

brianhahne

Joined:
June 5, 2007

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.
April 21, 2009 - 4:31am

#438

gratefulgerd

Joined:
June 7, 2007

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.
April 20, 2009 - 6:27pm

#439

decreed_it

Joined:
January 8, 2009

Lionsghost is right on

With the critique of the "store" website. Its actually shameful The Grateful Dead organization can't get this right in 2009. I have a similar experience. Ordered Greensboro, which is already released, and pre-ordered 04/19 Worcester. Got an order #. Hit the link in the order, which is also hotlinked on the order record online, nothing. IE 8 on two machines, Google Chrome, and Firefox all tried, all up to date, nada. Noticed my credit card hasn't been charged yet either. They can't even take the money right! LOL. Two posts to the "customer service" (what a joke that is) online and one e-mail to the site, nada. This is not only enbarrassing for The Dead, it's downright frustrating as a fan. Come on guys, if you're going to charge big boy prices, act like the majority of the fantastic small business Mom & Pops on the 'net with Yahoo or Ebay stores that get this game 100% right nearly 100% of the time. This is not rocket surgery or brain science. P.s. PM would be GRATELY appreciated.
April 20, 2009 - 6:23pm

#440

walstib

Joined:
June 23, 2007

Downloads?

I'm being patient waiting for my 'download now' to appear in 'my downloads'. Still nothing and no response from the internet help line.It is beginning to sound like the boys need to find a different vendor to use. Never had such a good time...........

John Perry Barlow

John Perry Barlow

Forums

User Concerns

(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

How can I edit my shipping…

How can I edit my shipping address. I made a small mistake in that I should have written “20th Floor” but wrote “29th Floor.”

What is wrong with ordering process?

trying to order this years Daves Pics. just get blue text that is not interactive. Please Help resolve.

Recent release of New Dave's Picks

I have been ordering Dave's Picks for myself and my son from you for years. With everything going on with Covid, work, holidays, etc. I only recently realized I never got notification of the 2022 issue, so never bought the two sets. I realize that ship has sailed, but please make sure I get next year's release notice. Thanks

Robert Quinlan

Dave's Picks

I received the email about my Dave's Picks subscription and the release of Vol. 41 on 1/28/22 but I have not received yet. Have they shipped yet?

How do I check the address that they are being sent to? I moved in November.

thanks,

Brian

BWhite

Send me a PM with the details and I will ask the Doc to investigate. Sorry for the trouble!

Shop order still processing a month after

I'm having a delay problem with my store order. I ordered it a month ago and it's status shows as still processing. I sent a customer service message but it's been 5 days and I haven't heard anything beyond the auto generated email confirming they received it. Is there any way I can find out what is going on with my order?

Hi, how do you change a ship…

Hi, how do you change a ship to address for the balance of your Dave's Picks Subscription?
JonD

assorted issues

please send me a PM with the details and I'll see what the Doc can do to fix things.

Dave's Picks ship to change

How do you send a PM?

PMs

somewhere, probably up in the upper right hand corner, is a pulldown menu next to your avatar, and Message is an option. Also on your profile page, Write Message is an option.

Hi Marye

Can you help Tom Tom with his order for DaP 43? He is posting on the 43 thread and it doesn't sound like he knows how to navigate or PM. His order # 137400000458713 ordered 7-13-22. He lives on the res. and it could be just a slow delivery as others have just gotten theirs in the last day or so. But even Gerd in Germany has his now. Thank you.
Cheers

Lyceum’72 24LP

Hi, hoping to get help with my order status. I’ve emailed customer service several days ago, but have yet to receive an answer as to why my order is in limbo. I preordered the 24LP box set of ‘72 Lyceum: The Complete Recordings on April 7, 2022. Dead.net shows Order Complete on 7/28, when I click view order and track shipping it shows that a shipping label was created, but it never physically entered UPS’s system.

Heads up re construction activity in The Store

Hey now! We’re updating a few things at the Dead.net store with an eye towards bringing you a better shopping experience. Thank you for your patience during this process and, if you have any questions, please contact our customer service team.

Help With Dead.Net Order

I placed an order on 9/27, order #137400000476270, and my card was charged but my merchandise has not arrived. When I enter my order number on the site it says it does not exist. I have sent multiple emails regarding this situation and they have gone unanswered! Every number I call is wrong. This is terrible customer service and I am very disappointed!! Also, the stuff I ordered is for a Halloween party and I'm worried I won't get it in time! PLEASE HELP!
Peace.

I am having issues with one…

I am having issues with one order and one return, I have contacted customer service and have yet to receive a reply.

BigSky, Joey

Please send me a PM with the details and I'll see what the Doc can do.

Can't complete order for Dave's Picks '23 - Authentication Issue

I am logged into my dead dot net account, I add Dave's Picks 2023 to a cart, as soon as I select checkout, I am asked to log into my account again and the application doesn't recognize me. Tried two different browsers on my Mac and two on Windows, same issue. Javascript is enabled. Can dead dot net support help me? I've sent emails and left voicemails at the support line. HELP!

Please help

Hi marye.

I need help with 3 pre-orders that I ordered. All items are showing in stock, or sold out now and according to comments folks overseas are receiving their items. I have attempted to contact customer service and no one will get back to me. Can you help me

Cancar

please send me a PM with the details so we can track this down. Sorry for the trouble!

Thank you so much

I will PM you now. Thank you!!!

PM Marye

Thank you for everything. I think that PMd you correctly. I sincerely appreciate your help on this. I've had no luck getting answers on those three orders. If I PMd incorrectly, please let me know.

Thanks Cancar

got it and passed it up the line!

Defective Disc CD2 Dave's Picks Vol 48

I was told to contact you for help as I am not getting anywhere! My CD2 of this newest Dave's Picks has a glob of something (glue? plastic?) And won't play.
I have written in and got nothing back.
I need a replacement of only CD2
My order number was 137400000016959SF_US
My Address is:
Larry Salvisberg
3336 Kerner Blvd.
San Rafael, CA 94901
email: larryguate@hotmail.com
Thank you so much for any assistance or referal you can give me!

What is the deal with Dead…

What is the deal with Dead.net and their total lack of customer support? I’ve never before dealt with any business on any level that absolutely refuses to respond or provide any sort of reasonable customer support. I’ve tried every way I can find to get help with an order and get nothing but automated responses. I followed instructions in one of these and replied to their useless response and still get no help.

Larry

I've passed your message to the Doc, who I hope can resolve this. Richmo, please send me a PM with your issues and I'll see what I can do. So sorry for the trouble.

Dead.net order a month waiting

I made a order for the new dp vinyl release on may 3. Got an order confirmation but no shipping confirmation. Sent in a ticket for customer service and no response. Order number 137400000067190SF_US. Looking for some sort of response?

Thanks

Shed

I'll pass this to the Doc and see if he can figure it all out.

Order has not shipped

Hi Marye,

I placed an order over two weeks ago, and I still have not received a shipping confirmation. I am eager to receive my order, and I am getting concerned because this is the fourth time I am attempting to contact customer service. When will my order ship? My order number is 137400000071576SF_US. All of the items I ordered are in stock according to the website. Please help!!!!!!

Josh

let me see what the Doc can do here...

Bear’s choice items shipping?

Hello. I placed an order on 4/15 for three of the Bear’s Choice items. I believe they were to start shipping earlier in May, but I don’t see any updates to the order I placed. Have items from this collection shipped yet? My order number is 137400000057371SF_US. Thank you for any help!

Thanks!

Thank you so much Marye!

Marye

Hi Marye - I’m having trouble with my DaP 46 shipment - please see your PM for details. Any assistance is appreciated. Thank you.

Bear's Choice

I'm also waiting for 2 Bear's Choice 50th posters, the "release date" was May 5th. I contacted customer service and haven't heard anything back.

Mike

your PM seems to be lost in transit?

Hi Marye

Please disregard my previous message. All worked out. Thank you.

Yay!

Thanks for letting me know.

Shipping issue

Could I have some help with my order? Order #137400000058383SF_US from April 20 - still not shipped, and multiple emails not responded to.

Cale

Passed this to the Doc. Please send me a PM with the details and I'll see what he can do.

Issue with Dead.Net order - infinite support loop via email help

Update: Crap! Finally received a response (interesting timing)... Poster is out of stock and I'm SOL. At least I was offered a refund, but that doesn't make my walls look any more artistic. Sigh...

Hello! I'm looking for some assistance with my order 137400000054361SF_US that was damaged in transit... I've tried using the support option in the store and after two weeks have received the same form emails three times and appear to be in an infinite loop!! Still no response from a human or even a bot that is doing more than asking me to resubmit the same info repeatedly. Help!! Please!!!

Order won’t ship

Hi I placed an order over three weeks ago and has yet to be shift and I am tired of waiting for it. Can you please help me I don’t know what to do and I feel like I’m wasting my time. Customer service has not been helpful. #137400000073539SF_US

CG

Please send me a PM with the details and I'll see what the Doc can do here.

Damaged shipment

My copy of the most recent box set was dropped by the Carrier. The outer cardboard container as well as the product itself show damage to one corner. Several of the CDs arrived loose, having been flung from their seats in the folders

I have contacted customer support as well as sending a message to the address used to report damage. I received an automatic reply from customer service, and no response from damage reports.

Is there anyone who can help me get a new undamaged product for my money?

DK

Please send me a PM with the details and I'll see what the Doc can do.

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.

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.

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?

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?