Beware the Rhino store - delayed shipping, horrible support!

[ArmyOfQuad]

Just wanted to send a warning out there to all to be weary of ordering anything from the Rhino store. I ordered 2 items from the store before Christmas, which were to be Christmas gifts. Only 1 item arrived - with no acknolwedgement or indication of the order being incomplete. I've corresponded with their help, and have received none! Often times my inquiries go unanswered. When they do, they are met with generic responses of an item being sent soon, or the issue being escalated, with no actual promise of action, or specifics. Now I need to figure out another gift option, and file a dispute with my credit card, as they've proven themselves completely incapable of completing a damn order, or issuing a refund. Stay away, I certainly will never be ordering from them again.

 

[ArmyOfQuad]

On top of this - I sent a tweet out about this matter. Perhaps publicly calling out a company for their lacking support is petty, but I'm going at over a month of inaction.

For the record - Rhino's support has responded to me. Not always prompt, and not every time, but they have responded. But their response offers no ETA, nor explanation.

I'd be fine with a delay, or an offer of refund. I ordered 2 of the same thing, and only received 1. That appears to be an error - perhaps it's possible I got the last one, or the last one in stock, and more are coming, but without an explanation, the most likely scenario is an error when preparing the shipment.

My inquiries have not resulted in any explanation, or ETA, or offer of refund.

So, when I tweet about it, and my tweet did not at all claim there was no response, I find it rather insulting that Rhino's response to me was this:

They then immediately deleted this tweet - trying to hide their poor support?

I'm not sure what to make of this. Apparently their social media people can take enough time to match my fake name to my real name in the system, see they sent a reply to me, and respond to me with an insult, but no one can be bothered to explain to me what exactly is happening, and when my order will be filled?

 

[jamesc]

I had a similar experience recently where it took about six weeks for an in stock item to be delivered. There was no communication from them after the order was placed and like you, I had confusing responses when I inquired on the order. It did show up finally so hopefully you'll get yours or a refund. Not sure what's going on with them.

 

[jamesc]

On top of this - I sent a tweet out about this matter. Perhaps publicly calling out a company for their lacking support is petty, but I'm going at over a month of inaction.

For the record - Rhino's support has responded to me. Not always prompt, and not every time, but they have responded. But their response offers no ETA, nor explanation.

I'd be fine with a delay, or an offer of refund. I ordered 2 of the same thing, and only received 1. That appears to be an error - perhaps it's possible I got the last one, or the last one in stock, and more are coming, but without an explanation, the most likely scenario is an error when preparing the shipment.

My inquiries have not resulted in any explanation, or ETA, or offer of refund.

So, when I tweet about it, and my tweet did not at all claim there was no response, I find it rather insulting that Rhino's response to me was this:

View attachment 87283

They then immediately deleted this tweet - trying to hide their poor support?

I'm not sure what to make of this. Apparently their social media people can take enough time to match my fake name to my real name in the system, see they sent a reply to me, and respond to me with an insult, but no one can be bothered to explain to me what exactly is happening, and when my order will be filled?

Wow, that's ridiculous. There's obviously a major customer service problem there but they're apparently too preoccupied on social media to fix things.

 

[Marplot]

I never got my physical copy of Reflections Club's Still Thick As A Brick and they could give two shits so I feel your pain.
It is most likely human error but that was a piss poor response to your very real issue.

 

[ar surround]

Years ago, my first experience ordering something directly from Rhino was wishy washy. I ordered an item that was claimed to be "in stock." Eventually, I sent an inquiry and found that the item was actually backordered with no expected arrival date. They did respond promptly and let me cancel the order. I have never ordered anything directly from them again because I don't really know if they actually have the item.

 

[ArmyOfQuad]

This issue has gotten truly bizarre.

So to recap - I sent a single tweet about the issue. To present simply the facts, I'll just paste them here as I give the timeline:

Perhaps it's a bit angry and confrontational. But as I stated, this is after over a month of no resolution. I'm not always as patient as I'd like to be, but I also think this is a bit understandable at least. But - this is the facts, you decide if I'm an ass or not.

So they responded to that with the brady bunch gif tweet, which they immediately deleted. Given that it was rather insulting, and offered no option of resolution, I hardly count that as an attempt to resolve anything.

So, not liking their game of insult and hiding things, I tweeted the image of the deleted tweet a few times:

Perhaps a bit much - but then again, I've been getting nowhere for a month, and now have someone on their side getting snarky with me. May as well poke at that and see if we get anywhere.

It was at this point the shouting started.

Unless there's some twitter glitch (which there might), that all caps tweet accusing me of playing a game was their 2nd tweet to me on the matter, and the first tweet was the immediately deleted Brady Bunch gif insulting tweet.

At this point, they slid into my DMs.

And now we're back to radio silence.

Very bizarre. I'm just at a complete loss of where the idea that they've reached out to me 5 times, and that I've ignored them, is coming from.

 

[ArmyOfQuad]

The exchange didn't end with this, but at this point you get the idea. I'm retweeting and quoting everything on my twitter account if anyone wants to follow the drama. They also don't think I'm cute, I'm quite hearbroken at this...

 

[edisonbaggins]

Is it possible that they tried emailing you and message got routed to your spam folder?

 

[ArmyOfQuad]

Is it possible that they tried emailing you and message got routed to your spam folder?

Yes, that is plausible. I'm not seeing anything in spam. I have responded with genuine confusion and have asked for clarification in what they think I'm overlooking, and I have checked my spam folder. The most I've gotten out of them with follow ups is that they feel like they're talking to 2 different people. Perhaps there's some mix up on their side? But my attempts to point out their inaccuracies and ask for clarification have had no effect. I've flat out asked multiple times now to point out the 5 times I've not responded, but they've never directly answered that. But at this point, there's no love between us, so perhaps they don't think I have genuine interest in figuring out where the disconnect is.

 

[4-earredwonder]

You really should've asked them when they're going to release their next BD~A QUADIO BOXSET?

Inquiring minds wanna know!

 

[quadsearcher]

Maybe one of their departments has the wrong email address for you, but another department has the correct one? I'm not on twitter, is it safe to send an email address via DM?

 

[Cyber 1]

Totally not cool to post that , any company who posts something like that and then deletes it
clearly knows they are acting childish. Not the place I would ever buy from.

 

[ArmyOfQuad]

There were some DMs that came through delayed that did cause some confusion...although that round of confusion all took place after the initial exchanges I posted in this thread. I did get an email from Rhino today, in response to an email I sent before sending the tweet - but it was another email notifying me that I'll be notified when the package ships, there is no ETA on that, and my message has been escalated to a "specialist". Which - are all things that have been told to me in previous emails. So, more of the same.

But still, nothing explains why my first tweet was met with a snarky response implying they've reached out to me which was deleted, and a 2nd response in all caps shouting at me for not responding. Also, when I called them out for shouting at me in all caps, their response was "the shouting seems to have worked". Perhaps they confused me with another disgruntled customer they were having problems with on twitter before my tweet? Either way, everything I've encountered from them today is completely unacceptable customer support, and the bottom line is I've made no progress, only received more of the same promises of "eventual" shipment, supposed escalation to a "specialist", no explanation for the delay, and no option for refund.

 

[Sonik Wiz]

Never purchased anything from the Rhino store . Seems like the events are turning into a personal vendetta? Good lord let the $17 or what ever it was be gone and go to bed.

 

[Sal1950]

Somebody get me a rope.

 

[abby normal]

thank you OP for the heads-up, i will never do business with those people again.

 

[Lupine Assassin]

I ordered the new "Headquarters" box set directly from The Monkees' store a few weeks ago. After finding the end of disc 2 is defective, I alerted them requesting a replacement. That was November 28th, and I'm still waiting.

 

[jaybird100]

Just wanted to send a warning out there to all to be weary of ordering anything from the Rhino store. I ordered 2 items from the store before Christmas, which were to be Christmas gifts. Only 1 item arrived - with no acknolwedgement or indication of the order being incomplete. I've corresponded with their help, and have received none! Often times my inquiries go unanswered. When they do, they are met with generic responses of an item being sent soon, or the issue being escalated, with no actual promise of action, or specifics. Now I need to figure out another gift option, and file a dispute with my credit card, as they've proven themselves completely incapable of completing a damn order, or issuing a refund. Stay away, I certainly will never be ordering from them again.

Even when that brand-new-must-have-long-awaited Quadio box set is announced?

 

[Quadly McQuadmeister]

My experience with Rhino Handmade was a little bumpy because of trying to get promotional credits/earnings discounts for the Chicago Carnegie Hall CD box set correctly applied. It took about three weeks to get it all straightened out and the interaction was spread across several CS representatives, but in the end, they sent TWO sets, which I interpreted at the time to be their way of apologizing for the bother and inconvenience. So based on that, my experience bears no resemblance to the OP's experiences. But one thing about reaching my level of um..."experience" is the more of it that I have under my belt, the faster time subjectively seems to pass and I realize that's been two or three years ago now. As the new hire workforce (pandemic/post pandemic edition) turns over, experience and maturity levels are falling EVERYWHERE simultaneously. I don't interact with local retail nearly as much as I used to before I retired (medical disability) but when I do, the lack of focus on customer satisfaction (your spending money with them is interpreted as you doing them the favor of giving them your business not the other way around) is pretty blatant and more consistent across the board than I ever remember when I either worked or managed retail in my...um...."day". I wasn't rude or insulting though. Leading with your chin in these matters can make a bad situation worse. JMO, everyone gets their own.