Complaint Review: Tvboxset.com - Garcia Media Group - SXR CA

I Ordered the Alfred Hitchcock Hour boxset from TVboxset.com on 7-5-07. I immediately recieved this email from them:

Your order has been processed.

**IMPORTANT NOTE** Your order will appear on your Credit Card statement as either:
Garcia Media Group -or- SXR CA

The order will now be sent to our fulfillment department to be completed and shipped. Once the order is complete, it will be shipped and tracking information will be provided via email for US and Canadian customers.
Unfortunately, there is no tracking available for U.K., Australian or International Orders.

Here is your Order Schedule:

=============

1. COMPLETED & SHIPPED: Sunday July 8
You will receive an email when your order is Shipped

2. TRACKING INFORMATION: Monday July 9
You will receive an email on this day with your Tracking Information
(for USA and CANADA only. International shipments do not have tracking)


3. DELIVERED: Wednesday July 18 - Saturday July 21
Your order will be delivered during these days.
(Please add 3-4 Days for International Orders)

================

Thank you once again for your business and enjoy your DVD Collection.

Fulfillment Department
dvdsupport@tvboxset.com

BY 5-12-07 I had received no Tracking Info, so I sent them an email stating :
" I did not receive an email on July 8, nor I did not receive tracking information on July 9th. In fact I haven't received any information about my order since being given the schedule on the day I ordered.
What is going on with my order????"

This was their reply:

Hello,

I'm very sorry that tracking email has not been sent.
Your order is still moving along as per your invoice
and shipping dates have not changed.
The problem is that our mail server crashed and we
send out our tracking and order updates from our mail
server. We are now operating on the backup server
which is dedicated to emails that are not bulk updates
such as tracking.
You will get your tracking email as well as your shipped email within 48 hours as everything should be sorted out by then.

Thanks for your patience,
Management


On 7-18-07, I received this email from them.


Hello again
Your order has been Shipped
It will arrive on or between the following days:

================================

1. DELIVERED: Wednesday July 18 - Saturday July 21
Your order will be delivered during these days.
(Please add 3-4 Days for International Orders)

=================================

IMPORTANT: BELOW ARE YOUR TRACKING NUMBER(S) AND DETAILS
(Tracking is only available for USA and CANADA orders)

=============================

TRACKING WEBSITE: https://em.canadapost.ca/emo/basicPin.do?language=en
TRACKING #: CE507902224CA

NOTE: Tracking details will become active within 24-48 hours.
=============================

Thank you once again for your business and enjoy your DVD Collection.

Fulfillment Department
dvdsupport@tvboxset.com



By 7-25-07 I still had not received my order, so I sent them this email:

On 7-18-07 you sent me a notification of order shipped that stated:

Your order has been Shipped
It will arrive on or between the following days:
================================
1. DELIVERED: Wednesday July 18 - Saturday July 21
Your order will be delivered during these days.
(Please add 3-4 Days for International Orders)


It is 11:52 PM, 7 -25 -07 and I still haven't received my order. The Tracking number is worthless. Since 7-18-07 the tracking info has stated the the order shipped on 7- 18 -07 , and nothing more, no info indicating where it is, when or if, its expected to arrive. Can you provide me with some info on my order besides the fact that it shipped on 7-18-07, and should arrive by 7-22-07???
Thank you.



On 7-26-07 they sent this reply (the exact same reply they sent on 7-13-07):

Hello,

I'm very sorry that tracking email has not been sent.
Your order is still moving along as per your invoice
and shipping dates have not changed.

The problem is that our mail server crashed and we
send out our tracking and order updates from our mail
server. We are now operating on the backup server
which is dedicated to emails that are not bulk updates
such as tracking.

You will get your tracking email as well as your shipped
email within 48 hours as everything should be sorted out
by then.

Thanks for your patience,
Management


I immediately sent them this message:

Your reply below does not answer my question (where is my order, what is going on here)!!!! You sent me exact same reply back on 7-13-07.
If my order was moving along as per my invoice , I would have received it at least 5 days ago!!!!!
It is now 7- 26 -07, that's 13 days since you first sent me this bogus reply, not the 48 hours required to fix things that you stated in it. My order was supposed to be delivered by 7 - 21 -07. I can only conclude that someone is lying to me. On your page on shipping, you state " With our carrier's advanced delivery system, your order is tracked from the time your package leaves our distribution center to the time it arrives at your doorstep!" Oh really!!! Then why haven't you answered my question ? Where is my order?? It should have been here at least 5 days ago.!!! On your home page , you claim to be committed to offering your clients a simple shopping experience, affordable prices and fast and responsive service. My experience with you has been the exact opposite!!!! On your FAQ Page, you state, "Why should I buy from TVBoxSet.com? The answer is simple... We have the best PRICES, QUALITY, and SERVICE anywhere? Try us; we'll prove it to you."

So far your service qualifies as possible the worst , I've experienced.

If I don't receive my order by tomorrow (7-27-07), or actually speak to a living person, I will cancel my order and contact my credit card service reporting that you are possibly engaging in fraud, and report my experience with you to the various Internet Seller Rating sites.

The same bogus Reply will not suffice , again!!!


Today is 7-30-07. I've received no order, no phone call, and no reply to my last email. I contacted the Canadian Postal service about TRACKING #: CE507902224CA, and they told me it's a phony . Tvboxset.Com printed a mailing label using that number, but they never gave the postal service any package.

These guys are crooks, plain and simple!!!


Rickyw
Richmond, Virginia
U.S.A.