Complaint Review: Rhino Entertainment - Aurora Illinois

12/24/03 Order # 69832

Ordered 4 videos, hit wrong shipping button. Site states orders can be changed if contacted before order processed. Emailed Rhino immediately. Explained I wanted rush shipping for add'l 8$ charge. Followed up with another email with no response. A third email was sent 1/4/04 after I found I had both orders charged on my Visa card. (my notes have been tossed, going from memory here) Explained situation to Sheria, (12/29) a cust svc rep, (CSR)and she told me it was too late to change shipping on the order (the 2 emails were not responded to) and I needed to cancel it and re-order. I said fine as long as my card is not charged twice.

I received my rush order with the product being just what was ordered and promised. On or around 1/2/04 I receive the first order. I have a po box so I get a card which I give to the postal worker and they give me my package. I open the box, not looking at the return address, thinking it was books I had ordered. It was a duplicate, actually the original order that did not get cancelled after all. I confirmed that both charges are now on my card. Visa said to go through the vendor first. I called Rhino, explained what happened and she said "Don't open it, just put 'return to sender' on it" I again explained I had opened it thinking it was books and since I knew it had to be returned, I put the return address sticker provided onto the box. She said I was told not to accept it. I explained the po box situation and that had someone told me that, I would have explained that to them also but no one told me this. I said I want an email stating they will pay return postage and return/receipt fees since had they responded to the 2 emails and the phone call as promised, this would not have happened. She put me on hold, came back and said okay and she said she spoke with Sheria, the one who supposedly told me to refuse the order. She said she was told that after I hung up with the first call on the 29th, she realized she could not stop it and was going to call but forgot. I said "no problem", we all screw up and to make sure Sheria knew I was not upset and to not worry about it.

On the 14th of January, I got an email about this first order (respond stating it could not be cancelled and to refuse it-the post mark on the box is the 2nd so of course, I had it already by the 14th. I called again asking for confirmation of postage charge responsibility before I send the movies back and have not received one. I waited two weeks before coming to this forum because I thought that based on the response to the first email, they were behind about a week to two weeks. Nothing-so, here I am. Will contact them again, hoping to get this resolved. I must say that CSR were very nice, helpful, honest and I was very impressed that they told me the one lady just forgot to call me. That made me feel a lot better than a lie-forgetting is something we all understand. The product is nice, the prices okay. They are not following up on their promise, however, and had they responded to the emails as promised on the site, they would not have had a problem. Also, I took into consideration that this was right before xmas so sent two emails and followed up on the morning of the 29th in an attempt to further confirm and communicate my intentions. Since the mistake was theirs from the beginning I do not expect to have to pay any shipping or expenses to rectify their mistake. I am not even going to try to get the interest charges on my 23.9% card. An honest mistake, and my complaint is only how they are handling it, i.e, they are not following up on what they promised me and that is not good business.

Louise R

Snoqualmie, Washington
U.S.A.