Current Alerts For This Business
BBB files indicate that this business has a pattern of complaints concerning
- Customers alleging refund issues
- Customers alleging poor customer service
On 9/24/2021 and 10/04/2021, BBB submitted written requests to the company encouraging them to address the pattern of complaints. As of 10/15/2021, BBB has had no response.
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
07/01/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
DeepDiscount order #****-6533-9464SA Id placed an order on 6-22-2024 for 2 items. 1 cd and one record. The person that packed the items did a care less job and as a result the record jacket is creased and the cd case is cracked. I sent a request to these people informing them of the problem and I requested a replacement shipment for both items. As of 6-28-2024 I have not received any response. This is unacceptable! If I cant get a replacement then I want a full refund. Can someone please help?Business response
07/30/2024
BBB,We would like to re-open this case. The customer requested a partial refund for the damaged items and not a full replacement. A refund was processed on 7/2/24. See customer email and credit card transaction below.Nasdaq:AENT*******************************Sr. Director of ************************************identifyelement="371">**************************Bloomingdale, IL 60108o ************WebsitesInitial Complaint
03/13/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
Hello, my name is ***********************************. I made a purchase on Deepdiscount.com for a physical movie called "OldBoy Blu-ray 4K2" on January 25, 2024. I used my **** credit card to pay for it. I received an email confirming my order and later on, I got another email confirming my shipping. However, even after days and weeks had passed, I did not receive any email regarding the arrival of my package. I checked my PO box, apartment mail room, and even asked my neighbors, but I couldn't find my package. When I clicked on the **** link provided, it showed that the package had arrived on January 29 in a parcel locker. However, my apartment doesn't have any parcel lockers.In early February, I contacted Deepdiscount for the first time to inquire about my package. They asked me to provide my shipping address again, which I did. They advised me to check with my neighbors and administration, but I had already done that. I waited for the package to arrive, but it never did. I informed Deepdiscount about this, and they said that they would refund my money since the movie was no longer in stock. However, I waited for weeks for the refund, but it never came. I had to send another email to inquire about my refund, and they replied that my refund had not been approved by management. I want to make clear that they never tried to contact me to say that they were not going to do the refund. This reply email is the last I've heard from them (March 6). I have sent two emails to follow up the case and have not received an answer. I just want to get a refund on my purchase if the movie is never going to arrive.Business response
03/26/2024
We do have the item available and can send a replacement. Since the original shipment did not reach you do you ***** a more secure location to send this to?Initial Complaint
10/26/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My order arrived damaged so I contacted Deep Discount for a return, they gave me a shipping label and it states that it arrived on September 18th. I have been waiting for over a month and a week for this return and have been strung along by customer service this entire time, they claim the warehouse did not receive it despite **** confirming that it was delivered to them. They give me the runaround saying the warehouse is looking for the package despite them already saying they haven't received it so they can further continue to not give me my refund. I get told each week to wait a few days and then when I wait those days, I'm told to wait until the next week; this happens week after week with no resolution. I have been told that a supervisor would call me but they never do and anytime I ask to speak with one the customer service says no or hangs up on me.Business response
12/06/2023
We apologize for not responding in a timely manner. We were holding out hope that the shipment in question would show up in our warehouse. Unfortunately, that did not occur. We provided a return label to send the items back via **** # **********************. **** shows that a package with that tracking number was delivered to ************** **. However, none of the items on his order were processed as a return. The likelihood of an order with 18 items being received and not processed are slim to none.We majority of the time we give our customers the benefit of the doubt in most situations. Because this customer spoke with several representatives including 2 supervisors and his story kept changing, we did not feel that this customer was being honest. We felt that he was attempting to defraud our company. Despite this, on November 28th we issued a refund of $402.56 under PayPal transaction ID *****************.We would appreciate this complaint being closed in a more positive manner. Thank you.*******************************Senior Director of Sales Support*************************************** **************** 60108Office ************Customer response
12/06/2023
Complaint: 20787745
I am rejecting this response because:This response is nonsense; the tracking confirms it arrived to your facility. It is your responsibility and not mine if you fail to process a return for several months of a box sitting just there. It should not have to be my responsibility to waste my time for hours on end just to talk to your outsourced/out of the country agents.
I do not appreciate getting called dishonest; my story NEVER changed from the first day I had to call in. I would know because I literally had to repeat the same story every week because your agents did nothing in regards to my problem but tell me to call back next week. It was your outsourced agents from out of the country that gave me false and conflicting information. Also YOU did not issue a refund, you failed to properly respond to the PayPal dispute (you have another nonsensical response there that PayPal denied) meaning it was automatically issued by PayPal and not you. The fact that I even had to dispute the charge with PayPal after months of zero resolution demonstrates how this is not a professionally run company.
Business response
12/07/2023
The PayPal transaction page clearly shows that we issued the refund.Initial Complaint
08/07/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I backordered ************** Season 6 on August 2, 2023 and was billed for $31.01.I requested a refund on August 3, 2023 because I discovered that the item I paid for is out of print, so the backorder will never be filled.My attempt to contact the business and request a refund has gone ignored.My order number is 2141-0593-7233SA I want my $31.01 returned to me.Business response
08/21/2023
it appears that ************** was confused as to what he was seeing on his account. When you place an order on our website we obtain a temporary authorization to charge. That is done to ensure that the account is in good standing an that funds are available to pay for the purchase. When the authorization is unused, the pending charge falls off. As you can see on the attached document, the authorization expired so there is no charge or pending charge on their **** account.Initial Complaint
11/08/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased a CD set (order number 2782-2085-2872SA), but it arrived damaged due to poor packaging. I returned it for a full refund, which I have still not received it as of 11/5/22. It was delivered back to them on 10/22/22, I called on 10/28/22 and was told it hadn't been scanned in within their warehouse, called again on 11/5/22 and this time I was told they tired to issue a refund back to my credit card on 10/25/22, but there was an "error" and I should call again next week. They are giving my conflicting information and giving me the run around. I believe they are fraudulent and trying scam me out of my refund.Business response
12/21/2023
This complaint was responded to on 11/16/22.
As seen below, the refund was processed on 11/9/22.
Initial Complaint
11/30/2021
- Complaint Type:
- Delivery Issues
- Status:
- Answered
This complaint is in regards to Pre-Ordered items. Collectables to be exact. DeepDiscount is offering items for Pre-Ordered for a set price. When I placed my order # ****-1354-7881SA for ***** I expected to receive the item once it was released from the manufacture. I have verified this item was released, but the current market cost is now over ******. DeepDiscount canceled my order and then after repeated calls tried telling me this is a discontinued Item! That is a complete LIE. They do not want to honor the Pre-Ordered price of the item and canceled it instead. I also have another Pre-Ordered item Order # ****-5463-2711SA for ***** that has been released, but per my call to this company, they are stating it is back ordered! Once again this is not a back ordered item. You can find this on lots of other sites in stock and ready to ship today. However the cost is more. This company is causing fraud, because at the time, i could have placed these order with another company with their Pre-Ordered price and received my items! This company does not want to honor their Pre-Orders unless when the item is released the cost is the same as the pre-ordered. Otherwise they will not fill the order! They are forcing you to cancel or telling you it's discontinued and automatically canceling the order on you making you lose your saving when Pre-Ordering the items in question. This is forcing you to then buy the same items at a higher cost. It is the whole reason for Pre-Ordering these items is to get a discounted price by giving your money before the item is actually out. Over and Over I have called and asked for resolution on this issue. I DO NOT WANT A REFUND, I WANT THE ***** I ORDERED AT THE COST I AGREED ON! This company is playing a game with peoples money and time. It is completely unacceptable! By losing the Pre-Ordered price, it is costing a 30 to 50% increase in the actual purchase. Not to mention the hassle of dealing with people who will not help you!Business response
12/21/2023
The 2 items that he ordered were discontinued because the vendor was not able to fill our order. We then cancelled his orders.
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