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AnimeArt.com (aka OrderAnime.com) Complaint - UNETHICAL doesn't even begin to cut it.

Review by Anonymous on 2002-01-25
To all fans of anime everywhere! HEED MY WARNING!! Trying to talk to this company is like banging your head against a brick wall. AnimeArt.com has some pretty competitive prices for their merchandise, but this is nothing more than a deceptive lure to fans of anime. In return for cheaper pricing, you will be sacrificing quality (of merchandise) AND be inflicted with the WORST POSSIBLE SERVICE . The e-mail correspondences I've had with them speaks for itself. I have cut & pasted the correspondence EXACTLY and have not altered the text in any way. I have arranged the e-mails...starting from beginning to end in order to make it more readable. I am hoping that I may steer others away from AnimeArt.com (aka OrderAnime.com) by sharing my experience here. Oh yes, and one last thing...my most recent e-mail to them was returned to me with the reply "STOP E-MAILING ME." They even had the audacity to send it via "nobody@animeart.com." This is definitely the worst company I have ever had the misfortune of encountering. Please read below and judge for yourself:


Dear Animeart.com,
I am writing in regards to a recent order I've placed. The copy of "Nadia, Secret of Blue Water" has a few problems that I'm hoping you could remedy. I just finished viewing through the complete series and discs #1-3 are ok. But disc #4 is missing a few lines in its subtitles (english). Mostly in the "preview" portion which shows between episodes...these do not appear to have english subtitles. There are also a few lines that are left without subtitles throughout the actual episodes as well. Disc #5 had some major probelms. It constantly skips and makes watching the last 3 episodes impossible. I assure you that this was the very first time I have tried to watch the DVD's and I wanted to bring this to your attention right away. I am hoping that an exchage could be made for just discs #4 and #5. Your prompt reply would be greatly appreciated. Thank you for your time and business.

Sincerely,
Vivian Lee

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On Tue, 25 Dec 2001 21:35:27 -0800 anime@mangaart.com writes:
Hi,
I'm not responsible for the quality or the production of the DVDs.

AnimeArt.com

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Dear AnimeArt.com,
Your response was not only short but led me to believe that your company does not care. Am I to understand that I am pretty much stuck with defective merchandise in which I paid full price for in good faith that there would be no problems? It is not as if I changed my mind about the purchase or that my DVD player is incompatible. On the contrary, I knew I wanted the series but I do not feel that it is right that I was given defective merchandise. Your website assured me that all DVD's were inspected prior to being shipped to avoid problems such as this, but obviously my shipment was overlooked. I cannot even watch the last disc in the series because it constantly skips and stops. The other discs do not have this problem, only the last disc! I am not requesting to return my purchase. I am merely asking that the defective portion be replaced. This is not unreasonable by any means. Your response was not only unhelpful but extremely rude and I cannot believe that a company such as yours would last this long with such poor service. Please send a more substantial response that is more than just one sentence. I sincerely hope that you will do the right thing.

Apalled,
Vivian Lee

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On Sat, 29 Dec 2001 18:44:35 -0800 anime@mangaart.com writes:
Hi,
Please play the DVD on a PC. Problem solved. Goodbye.

AnimeArt.com

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AnimeArt.com,
Even though I feel that I should not have to do this since I was assured by your website that the DVD would be compatible to my PS2, I went ahead and tried playing the disc on a regular DVD player and a PC as well...just to humor you and to prove my point. The result was just as I expected. There was no change whatsoever. The disc had the same skipping problems on all types of players. Thus the problem is in the disc itself. So as you can plainly see, the problem is NOT solved and your once again short response was of no help. I urge you once again to please do the right thing and exchange the disc. The order I placed with you was for several pieces of merchandise...out of which I only had a problem with this ONE SINGLE DISC!! This correspondence has already taken up too much time and caused me a lot of unecessary stress. I am hoping that this issue will finally be resolved quickly and justly.

An unhappy customer,
Vivian Lee

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From: anime@mangaart.com
To: Vivian Lee
Subject: Re: Nadia, Secret of Blue Water
Date: Wed, 9 Jan 2002 22:37:49 -0800

Hi,
Just because the DVD skips doesn't mean it is defective. It is very possible that Vol. 5 of all sets have similar problems. I'm not responsible for DVDs that skip.

AnimeArt.com

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From: darkangel-7@juno.com
To: anime@mangaart.com
Subject: Re:Re: Nadia, Secret of Blue Water
Date: Thu, 24 Jan 2002 19:35:32 GMT

AnimeArt.com,
What the hell do you mean by "just because the DVD skips doesn't mean it is defective?!!!" If a piece of equipment (in this case, a DVD) fails to do what it is designed to do, then by that statement alone it classifies it as DEFECTIVE. Your argument contains no logic at all and you are just contradicting yourself. And in regards to your second comment, if it is in fact true that ALL vol. 5 discs of this series have the same problem...don't you think that you should maybe stop selling it altogether?! Whatever excuse you're going to feed me, it is obvious that you are just trying to avoid responsibility. I have never had the misfortune of having to deal with a company so lacking in ethics and common decency. The cost to your company for replacing one measly disc would have been less than minimal for you. But instead, you choose to victimize your customers. I have been doing some extensive research on the internet and there ARE things that I, as a consumer, can do to fight back. Not only have I already shared this experience with everyone I know (most of which are anime fans as well), but I have posted the story on numerous websites. I will also be contacting the Better Business Bureau and the Federal Trade Commission. Its businesses such as yours that give online shopping a bad name. Rest assured this is not the end and that your bad karma will eventually catch up with you.

V.L.
Comments:3 Replies - Latest reply on 2011-07-09
Posted by Anonymous on 2002-01-25:
Those have to be the worst examples of how to handle customer service inquiries. Her responses are just plain ignorant and stupid. Even if the proper channels is to contact the discs manufactures directly, she could have mentioned it.
Posted by Anonymous on 2002-03-31:
And here I was thinking of ordering from them. Good thing I searched around first...
Posted by this on 2011-07-09:
Lets not forget that the orginal post is now 9 years old. The company may have changed their services by now.

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