Forum - View topicRight Stuf Experiences...?
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Maleficence
Posts: 44 |
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I just received an order from RightStuf.com, the first I had ever placed with them. If this order is any example of their service, I will NEVER use them again, no matter how cheap their DVDs are.
I ordered the My-HiME vol. 7 + artbox, as well as four of the other six discs. Immediately after I completed the order, I realized there was something else I needed to order. Since I couldn't edit my previous order, I just placed a new order for the other disc. I paid for the expedited shipping on both items. They arrived today, 16 days since I placed the order (not expedited shipping). Both orders I placed where in one box, which was cool. But they still charged me separate (and expensive) shipping for the second box. When I started to examine the discs, I found most of them to be in mediocre condition. The artbox, however, is in terrible condition. There are stains on the top of it, the image on the front is cut (as if with a razor blade - I didn't use a sharp object to open the box, and I opened it on the opposite side of where the artbox was). I got these items for pretty cheap, so I guess I can't complain too hard. But I am not impressed with their service. And I am especially upset about the artbox being so severely damaged. I sent RightStuf an e-mail this evening about how I was charged separate shipping even though everything was placed in one box, and I mentioned the condition of the box, but not with intentions of trying to have it replaced. I'll have to see how they respond to the issue. My question is: What kind of experiences have other people had with RightStuf? They've been around for a long time, and I've heard a lot of people talk about getting items through them. But, with this being my first experience, I can honestly say that I'd be more than happy to pay retail rather than order through them. Should I give them a second chance, or is this a common occurrence? |
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wormraper
 Posts: 427 |
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that sounds like some really bad luck on all accounts. I've ordered a ton of anime through them and It's all been in great new condition. and I get the orders in less than 9-10 days using free shipping. Their customer service has always been gracious and let me edit my orders by calling in to them to add something. (haven't had to return anything so I wouldn't know about that).
Just to let you know, they also get stuff that has been sent back to distributors from other retail stores (such as Circuit city going out of business or an item not selling well) so sometimes that's why you see an item or so (usually in the bagain bin) that's a bit scuffed up from sitting on Best buy's shelf for a year etc.. |
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ManOfRust
 Posts: 1935 Location: Seattle, WA |
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Your experience sounds very unlike RightStuf. I am by no means their best customer, but I have purchased quite a few items from them and I have been extremely happy with everything. Even items that were on a very heavily discounted sale came well packaged and in great shape. On the rare couple of occasions that I have had a reason to contact customer service they have been great and have gone out of their way to take care of me. It did take them about a day to answer my e-mails, but neither time I contacted them did it take longer.
Every company, even a company that is great to do business with 99.9% of the time has off days, does things wrong, and flat screws up from time to time. I think problems are extremely rare when you buy from RightStuf and from what I have seen here they are usually fixed quickly and fairly. The head guy at RightStuf, Shawne, is often active on these forums so it wouldn't be surprising if you get a reply in this thread from him. My guess is that they will make every reasonable effort to take care of you. Of course, I don't work there, so I can't actually speak for them. But I do believe that when you have good experiences with a company, especially one that goes out of their way to give a bit of that personal touch to anime fans in an age when poor service and impersonal treatment of customers seems to be the norm, that it's worth taking the time to speak up and support them. |
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ikillchicken
 Posts: 7272 Location: Vancouver |
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I've had quite a few problems with Rightstuf but absolutely never damaged items. It's probably just a fluke occurrence. I'm sure they will be happy to replace them if you want.
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Unit 03.5-ish
Posts: 1540 Location: This space for rent |
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Though I often use Amazon, myself, the one or two times I did go with RS weren't issues. Everything got to me in a timely fashion and without box problems. Two of the boxed sets I got a few months ago from Amazon had slight damage on the box itself, and both were MISP. Damage happens to goods due to things like shipping, rough handling, bad printing at the original factory...so I doubt it's RS' fault in and of itself.
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jsc315
 Posts: 925 |
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I have used them often and when there was a problem they were always on it. Some of the best customer service i had.
I ordered some manga from them not to long ago and it was all bent when i got it in the mail. Not sure what happened, but i decided to call them and told them what happened. Without any questions at all they said they will send replacements immediately and they sent paid for packaging so i could send the manga they was all messed up back to them. They got here in 2 days and even sent me a Naruto key chain for free as well. Its not my style at all but it was a nice gesture on there part. I have had nothing but great service with them. |
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Brians9824
Posts: 281 |
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I've never had any issues with them before and from what i've heard they are good about fixing problems with orders.
It sounds like they got the dvd in bad shape and the person packing it didn't inspect it well. They do get alot of dvds from other retailers who have excess inventory, as i've gotten several dvds from Rightstuf that had bestbuy stickers on them. |
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fighterholic
Posts: 9193 |
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You just might have had some bad luck. I've had a very wonderful experience purchasing from Rightstuf, and they've always come on reasonable time, boxes and everything. I've only had a problem one time where I had a damaged DVD box, but they took it back and they replaced it with another one. No problem on that account. And if I've had to call them about anything, they've been very gracious with their customer service. I would contact them, and you call always contact shawnek, the head honcho of Rightstuf, to see what he can do for you.
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LydiaDianne
 Posts: 5634 Location: Southern California |
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It sounds to me, as the others have said, you had some bad luck.
I've never had a problem with TRSI. They've always have been great to me when there has been a problem with a disc. And I have never recieved anything damanged from them either. I have a great deal of faith in TRSI and I will not make another company my on-line anime dealer. |
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DFBTG
Posts: 385 Location: Hell |
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Most of the anime I own I ended up buying from rightstuf, and aside from RahXephon (which was a problem with the disc itself, not a scratch or anything) I've never had to send anything back or have something in terrible condition. Even with the economy shipping my orders usually arrived within/around 10 days (except my Haibane Renmei order...that took a while...apparently one of my DVDs was 'MIA'). I'm at a loss as to why you had such a problem.
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Richard J.
 Posts: 3367 Location: Sic Semper Tyrannis. |
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I've bought quite a bit from Right Stuf due to the studio sales (freaking awesome) and I've never had a situation like the one you've described Maleficence. It sounds highly atypical.
First thing is to talk to customer service and see if they are willing to work something out on this. I can't imagine that they'd refuse to fix the art box situation and the shipping matter. I know they sell returns from the B&M but I haven't seen any wear and tear in such purchases I've gotten that were a problem, certainly not on that level. I would advice one thing. Right Stuf doesn't always have items in stock and sometimes this leads to very slow shipping since they may have to get the item from an outside source. It is always best in my opinion to just use the free shipping option with them if you've got enough in the order. With older releases, even ones from just a year ago, it can be very hard to find stock to sell. Partly this is because the manufacturers sometimes decrease the production runs, especially for later volumes of a series. With new releases, it is extremely rare to run into such a problem. |
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walw6pK4Alo
 Posts: 9322 |
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I usually find Rightstuf to be a fine distributor of product, espescially for more obscure things that I tend to look for. Usually I'm just scavenging the bargain bin which has yielded pretty good gems for dirt cheap.
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wandering-dreamer
 Posts: 1734 |
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I've noticed that sometimes rightstuf may take a little while to ship out, but once they send the confirmation shipping e-mail (with a tracking number) it always gets to my house fast. As for the discs themselves, they only distribute anime, not manufacturer so that one isn't their fault.
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cyberbeing
Posts: 135 |
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I had a similar experience of bad luck on my first order with TRSI awhile back.
Shawne Kleckner (shawnek/the owner) did his best to make right on the situation. If you email him at [email protected] , he should be able to help you. Did the items you ordered happen to be from the bargain bin? |
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shawnek
Accredited Retailer
 Posts: 786 Location: Right Stuf - www.rightstuf.com - Iowa |
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Although it does sound like you've already contacted customer service, I am happy to help you if you don't get the answers you're looking for. My e-mail is [email protected]. I would expect you will receive a response within 24 hours.
Without an order number or anything to actually look at, it's hard to comment on what the issues you mentioned may have come from. What I can say is most certainly we'll make sure that you are taken care of and get items that are not in damaged condition. I like to think that my people inspect all of the items that go out the door here and do a good job weeding out those which aren't in good condition, but they are human and mistakes do happen. Please let me know if there is anything that I can do to help. I do apologize that you had a bad experience, but as I mentioned, We'll do everything we can to assist you. Sincerely, Shawne Kleckner |
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