Film Score Monthly
FSM HOME MESSAGE BOARD FSM CDs FSM ONLINE RESOURCES FUN STUFF ABOUT US  SEARCH FSM   
Search Terms: 
Search Within:   search tips 
You must log in or register to post.
  Go to page:    
 
 Posted:   Oct 5, 2019 - 2:48 AM   
 By:   Mark   (Member)


Hi All, has anyone else had any problems with the SAE store and customer service there ? I bought 4 CDS from them at the start of September. Two of the CDs were in their sale that they had on at the time. A month has passed and as I still had not received my CDs I contacted them to ask if there was a problem. I was told that they had not been sent as one of the CDs (Red by Hyldgaard) was out of stock. That's fair enough, these things happen, but do you not think that I should have been informed of the delay by email and given the option to have the other CDs sent out and the delayed one sent afterwards ? Neither of these things happened. Still, I thought, this has not worked out too badly - I could now ask to include Howard the Duck and King Rat with my first order and instead of paying $20 postage to the UK for these two CDs, the postage would now be negligible, or even non existent, as they would be sent with my first 4 CDs. But life is never easy is it ? No, i was told. We cannot add Howard and King Rat to your first order. You have to cancel your first order get a refund, then place a new order with all 6 CDs on it. However, when I pointed out that two of the CDs were in the sale and not available on the SAE website the silence was deafening.....no solution was offered. They seemed quite happy for me to take my business elsewhere. I thought the USA was the home of good customer service. In good old UK as a consumer we are used to getting treated appallingly - but from my brief stays in the USA there always seemed to be a more 'can do' response to customer service issues. I haven't experienced it with SAE on this occasion and am very disappointed. Hence this rant.

 
 Posted:   Oct 5, 2019 - 3:31 AM   
 By:   Lokutus   (Member)

Yes, that's why I always order from Intrada these days... at least you can always see what's in stock and what is not. Never had a single problem there.

 
 Posted:   Oct 5, 2019 - 4:41 AM   
 By:   LeHah   (Member)

This seems a bit lose/lose.

I’ve been a customer at SAE for ages and they’re probably one of the three film music websites I’d buy from without hesitation. I’m surprised you’re having this experience.

I’ve also been SAE in this story - in that, a customer asks for something innocuous that’s actually a difficulty for the department. I’m presuming they need you to cancel and reorder for issues of keeping their stock numbers correct, otherwise you’d end up with a lot more orders like your first one where something is unavailable.

That said, I’d give them a business day or two and see what happens.

 
 
 Posted:   Oct 5, 2019 - 5:11 AM   
 By:   Yvesvanhoof   (Member)

I recently had a similar experience: ordered some cd's, nothing happened, waited for a month then e-mailed SAE and (swiftly) got a reply that one of the cd's was out of stock. I was given the the option to wait a little longer or cancel that cd and have the rest of the order sent.

I don't really mind when a CD is out of stock (eventhough that wasn't indicated on their website). It would have been nicer though when (after a few weeks) they would have contacted me instead of the other way arround.

Like I said I don't really mind, but I can imagine some people do... and with so many online stores they are probably losing some people's business this way.

Yves

 
 Posted:   Oct 5, 2019 - 11:41 AM   
 By:   johnonymous86   (Member)

I recently had a similar experience: ordered some cd's, nothing happened, waited for a month then e-mailed SAE and (swiftly) got a reply that one of the cd's was out of stock. I was given the the option to wait a little longer or cancel that cd and have the rest of the order sent.

I don't really mind when a CD is out of stock (eventhough that wasn't indicated on their website). It would have been nicer though when (after a few weeks) they would have contacted me instead of the other way arround.

Like I said I don't really mind, but I can imagine some people do... and with so many online stores they are probably losing some people's business this way.

Yves


I ordered Ghost Story and Mission: Impossible in mid September and my order has been pending since. I was kind of shocked because these are both brand new releases and I couldn't believe they would be sold out already but I guess so. I'm sending an email Monday because I know they won't answer anything over the weekend. I guess I should have gone through Intrada...

 
 
 Posted:   Oct 7, 2019 - 10:36 AM   
 By:   John McMasters   (Member)

I've never had problems with SAE -- if you don't want your order held for possible backorders you just have to click/check a clearly marked box during the checkout process. They've always been ultra responsive to me over the years.

 
 
 Posted:   Oct 7, 2019 - 12:07 PM   
 By:   Bob DiMucci   (Member)

SAE seems to have misplaced much of its past order history. Looks like anything prior to about mid-August 2014 is currently inaccessible.

 
 
 Posted:   Oct 9, 2019 - 12:45 PM   
 By:   leagolfer   (Member)

Always found CS very professional - ex phone manner - there was poor mark-ups on sale prices but obviously custom-hawks have targeted Q-control.. I'd love too still use SAE but i can't anymore the postage embargo is to inflated + trips to the post office.

 
 Posted:   Oct 9, 2019 - 5:13 PM   
 By:   Amer Zahid   (Member)

[DOUBLE TROUBLE)

 
 Posted:   Oct 9, 2019 - 5:13 PM   
 By:   Amer Zahid   (Member)

I recently had a similar experience: ordered some cd's, nothing happened, waited for a month then e-mailed SAE and (swiftly) got a reply that one of the cd's was out of stock. I was given the the option to wait a little longer or cancel that cd and have the rest of the order sent.

I don't really mind when a CD is out of stock (eventhough that wasn't indicated on their website). It would have been nicer though when (after a few weeks) they would have contacted me instead of the other way arround.

Like I said I don't really mind, but I can imagine some people do... and with so many online stores they are probably losing some people's business this way.

Yves


I ordered Ghost Story and Mission: Impossible in mid September and my order has been pending since. I was kind of shocked because these are both brand new releases and I couldn't believe they would be sold out already but I guess so. I'm sending an email Monday because I know they won't answer anything over the weekend. I guess I should have gone through Intrada...



Even Intrada is out of stock for MI. I had to modify my order. Otherwise my order would be pending. They are all waiting for MI to ship to them.

 
 
 Posted:   Oct 9, 2019 - 5:49 PM   
 By:   notkafkaesque   (Member)

SAE seems to have misplaced much of its past order history. Looks like anything prior to about mid-August 2014 is currently inaccessible.

So what? Why do you need current online access to pre-2014 order history?

NK

 
You must log in or register to post.
  Go to page:    
© 2019 Film Score Monthly. All Rights Reserved...