Charles M.

This isn't the first time I had a problem with their customer service. The last time was over a year ago when I asked a simple question about gift passes (never use them and was curious about how they were being offered) and received this nasty response from the agent. I didn't really care at the time. This time, it was about money so I'm more than a little annoyed.

My yearly pass was to be renewed but I received an email stating that the charge didn't go through. I figured it must be an expired card, went onto the site and could not find a way to recharge the bill. I contacted customer service with the issue and asked for help. The customer service agent gets back to me and says she has reset my account as she noticed an issue in the system. I was told to wait 24 hours before trying anything. I waited and now I could not add a card to the system no matter what I did. The system would give me errors ranging from "invalid card number" to "you cannot have a second free trial in a single billing cycle". So I reply to my ticket email and state the issues. I receive a reply that they are having issues charging cards and she has granted me 14 free days and to use this new link link. She then closes the ticket and I receive a survey email.

This is where the problems really start. The link is to the current pricing structure which is $20 higher than was I was supposed to be billed. Previously, I received an email from Crunchyroll stating that I would be grandfathered for my previous pricing. I explain this to the customer service rep and am told "well because your card wouldn't charge, you'll have to pay the new price" and she went on talking about how they never raised their prices in all these years (never mind the fact that the service was overpriced for most of those years based off of content and quality of service). I respond stating that I checked my card and it wasn't expired nor was there anything wrong with it. Basically, because their system screwed up, I now have to pay more. It's either that or this is by design to get you to pay the new price. In either case, sending out an email with a price structure and then changing it is fraud.

So at this point, I have yet to get a response and I probably won't. That leaves me with complaining to my state's government. I know that won't do anything for me personally, but at least it will put some notice out there. I can only hope that Sony does buy this company and do a restructuring as it is horrible. The streaming service is subpar for the price they were charging, and at the new price it isn't worth it. If they need that money so badly, how about working on your technical infrastructure and stop funding subpar stories and making them into shows?

The title says it all. I've spent thousands of dollars with B&H over the past decade. I've purchased everything from home theater components to telescopes and every order has been shipped and dealt with the most absolute professionalism. If you have an issue, they will help you out. Have a question? You will get somebody who actually knows what they are talking about to help you. You cannot do better than B&H Photo.

I've been a customer for many years and while no company is perfect, in the past they have been good for the most part. I was more accepting of issues when they were smaller, but they've actually gotten worse - not better over the years. Most companies have growing pains, but Rightstuf seems to embrace them rather than fix them.

Customer service is subpar for a company of their size; ticketing system is abysmal. They are more than happy to help you up to the point where it is to fix an issue where they screwed up. If it was their screw up, don't expect them to admit it or pay for the return shipping. You're on your own and you better hope the package arrives perfectly or they will deduct perceived damage from your refund. I expect this type of behavior from eBay sellers, not a decent sized company like Rightstuf. If you think getting a manager will help you, think again. They are email warriors - rude, egotistical, and downright nasty at times.

Website looks good on the surface, but as soon as you start ordering you see the issues pop up. It's slow, has multiple bugs, and isn't very well designed.

Their packaging is the only thing they have going for them. I'll give them that. It's excellent. Problem is, they will never believe that they sent you something damaged, so unless you want to spend a lot of money for the return, you've pretty much negated any benefit to purchasing from them.

My advice is to purchase your blu-rays and anime related items from other retail outlets. Rightstuf might be enticing since everything is all in one place, but you can get better pricing and much more professional customer service elsewhere.