Dvdshoponline Reviews 1

My husband and I purchased some empty CD jewel cases from DVDShopOnline.co.uk, planning to refurbishing our CD collection. We ordered 25 single clear, 25 double clear and 25 single black cases. When the order arrived at first we were shocked at the dire quality of the cases. Flimsy, brittle, badly scuffed, front covers that fold right back. These were the worst quality jewel cases we've ever seen. We contacted seller immediately via contact form on their website to let them know we were disappointed with the quality of the products.

A few days went by and we heard nothing back. During this time we decided to give the items another look to see if perhaps we could make do with them. It was then that we realised that some of what we had been sent was actually incorrect. We had been sent 25 single black cases (correct) but 48 single clear and 2 double clear cases. The 2 doubles had been packed in a box of 23 single clear cases, placed on top, so at first when we took a double case out to inspect it we didn't notice that the bulk of that box was incorrect as they all look the same from the side.

Having still not had a response to the message sent via the website, we didn't know what else to do except try to contact them through PayPal. This obviously got their attention but unfortunately this is where things went from bad to worse. We received a very abrupt response from someone named Adam who claimed that he had no record of any email from us. He said we could return the items but said nothing about return postage costs which according to the Consumer Rights Act is the seller's responsibility if items are incorrect and/or poor quality/not fit for purpose.

We responded via email but heard nothing for several days so we sent another email, this time quoting the Consumer Rights Act. We then received an abrupt response insisting that we had launched a PayPal case without contacting him (which wasn't true) and it would seem this was his justification for refusing to cover the return postage costs, which was actually completely irrelevant.

We responded simply pointing out the facts and reminding him of his responsibility as a merchant to his customer. We also explained that while we understand that this is a difficult time for everyone, it doesn't mean that merchants can wash their hands of any responsibility to resolve issues when something isn't right. We then received a nasty, sarcastic and abusive email back from him in which he used some very foul language.

All our emails were polite and professional and yet this is the level of ‘customer service’ we received from this seller. While we understand that this is a difficult time for everyone, it is absolutely no excuse to be rude and abusive towards a customer.

He was obviously hoping that we would back down but not likely, not when he was at fault and therefore had a duty to put things right. We had to pay £10.39 for tracked postage via CollectPlus/Yodel to return the items since he brazenly refused to do the honourable thing. Despite telling us we could return the items (at our own expense), he then refused delivery of the parcel so the courier had to return it to us. Since we had done everything right and followed PayPal's rules, PayPal were kind enough to close the case in our favour and issue a full refund. We also filed a claim via PayPal's 'Return Shipping on Us' service which was successful so our return postage cost was also reimbursed by PayPal (big thanks to PayPal - first class customer service, unlike this despicable seller).

We hope Adam from DVDShopOnline.co.uk (Internet Malt UK LTD group) feels proud of himself and his disgraceful customer service. He not only wasted our time, but also PayPal's and CollectPlus/Yodel's at a time that's difficult for everyone – all because he didn’t like that we stood up for our Consumer Rights. If you want a pleasant online shopping experience, avoid DVDShopOnline.co.uk. It is completely unacceptable to swear at a customer.