Buysoundtrax terrible customer service

Anakin McFly · **Posted:** Sun Sep 23, 2012 3:58 am

A long time ago, I happened to have a problem with an order on Buysoundtrax. They fixed it, a bit late, but they managed to fix it anyway. Since then, I had decided not to order on their site anymore, unless I have to (for autographed copies of their releases for exemple). Recently, they have released some great Craig Safan’s scores and they have been offering signed copies on their online store, so I decided to give’em a new chance. But alas, the inevitable happened again.

First thing, I ordered my CDs on July 18 and paid through paypal for complete security (you can report any problem to paypal until 45 days after the payment).

But, buysoundtrax took 1 month to ship my order, so they sent me an email telling me that my CDs had been shipped on August 21 ! No explanation or whatsoever about why it took so long to prepare my package…

15 days later, I had still not received my CDs, and the limit for paypal complains was very close to be reached. So I sent an email to info@buysoundtrax.com, the offical email for contacting them on their online store. No answer. I waited for a few days and tried again. Still no answer.

So I decided to launch a complain on paypal, but buysoundtrax cleverly never marked the items as shipped on paypal, so that paypal refuses to receive any complain on an item that haven’t been shipped. Now the limit of 45 days for complaining has been reached so I just can’t ask to paypal to be refunded anymore.

I’ve been trying to contact buysoundtrax for a third time, and guess what : still no answer !

So I’m here just to warn you about the complete lack of customer service of the label. More than 2 months after my order, I’ve never received my CDs, I’ve never received any answer from BSX, and I’ve spent 50 bucks for nothing but troubles.

Thank you Buysoundtrax, you’ll never ever see my bucks again, I can garrantee you.

tharpdevenport · **Posted:** Sun Sep 23, 2012 12:12 pm

People were creating so many prolbem threads at FSM, they made a decree to not make an order complaint thread there, and when one does pop up, they lock it.

There's always some user there, usually a certain handful of members, who immediately jump in and defend BuySoundtrax and ask they if they've e-mailed/called/yadda yadda. Why should they?

These problems are frequent. Where's the constant order complaint threads on Quartet? The constant order complaint threads on Intrada? The constant order complaint threads on MovieScore Media? The constant order complaint threads on La La Land Records? Seems every label can get their act together but BuySoundtrax. At a certain point, which was reached long, long ago, it's no longer about contacting them -- whic often proves useless unless Mark Banning jumps in the FSM thread to try, it's about something deeper -- how they're doing and running things there. Until they get that fixed, no amount of calling and e-mailing them will correct it.

I think Roger, two/three years ago, possibly in reference to somebody bringing up BuySoundtrax, saying in tactful manner than when he, for example, needs more help with orders, he just hires more help.

And they have bad communication with us, too. Just recently people kept asking why their "Helen of Troy" hadn't shipped; what BuySoundtrax had failed to do is send out an e-mail to people who ordered, and updated the HoT page to let them know the bonus disc was bad and they had to press new copies; instead they did this in an FSM thread that only some customers will see.

They at least make some attempts to resolve issues, but if they instead made the kind of effort into fixing the behind-the-scenes mess that keeps them from having a bunch of complaints, that might be money and time more wisely spent, instead of wasting hours fixing things and remailing new CD's.

Terry Cloth · **Posted:** Sun Sep 23, 2012 5:50 pm

I have NEVER ordered from BSX, and I never will! I've read enough of those complaints to know that the company is a joke in terms of "customer service". People NEED to report them to the Better Business Bureau.

TerraEpon · **Joined:** Thu Sep 07, 2006 5:45 pm **Posts:** 785

And what's worse is that people equate their CDs with their CS as a retail store, as if somehow them producing things people want negates the issues they have in getting said CDs to people.

tharpdevenport · **Posted:** Sun Sep 23, 2012 11:31 pm

Anakin McFly · **Posted:** Mon Sep 24, 2012 2:07 am

Thank you to all of you for participating to this thread with your own experiences.

Now that I certainly got their attention on this thread, BSX contacted me (18 days after my first email). They had received all my emails and they do apology for getting back to me so late. They don't know why the shipment was delayed for a month, and they don't have the possibility to track down the package, so they offer me to reship the whole order. At least that's a positive evolution, so I'm coming back in this thread to tell you the final words on this story. It seems that I will maybe finally get my order mailed !

I'm really sad to be forced to tell nasty things about BSX here to finally get their attention, because it's a really nice label that produces equally nice soundtracks, that we all do love. Please, BSX, make an effort on your communication and your customer service. Orders delayed happen, lost packages happen, even to the best of the best. The difference will be the manner that they are treated by your CS. I don't mind the time that it takes, as long as I've got someone telling me that they do have a solution and that they're working on it.

Apologies accepted (no "Captain Needa" intended ^^).

Freejack · **Posted:** Mon Sep 24, 2012 8:50 am

Lokutus · **Posted:** Mon Sep 24, 2012 10:31 am

Well, earlier this year, everything seems to be ok after several years of mess and difficulties with nearly every order. Not anymore. I think I ordered two copies of The Shadow for a couple of friends in early to mid July also to gain some credit for one of their 100 USD promo action and receive one of those Craig Safan CDs. Well, it took them several weeks to ship the package and then... instead of Wolfen ISC, I received the promo, no big deal but no sign of The Shadow. So I sent them an e-mail. No response. Few days later I tried again with no response again. This went on for about 2-3 weeks before they finally responded they will ship the CDs right away. OK.
But earlier this week the package arrived from them with Wolfen ISC and one more CD that was missing in one of the older orders, but still no sign of The Shadow. So I mailed them again. This time I received response to the first inquiry and no need to send 5 e-mails before getting an answer.
What I just don't get is how is it possible that while it takes them several weeks to month, they still can't send the whole package together and there are some CDs that were "backordered"? Why they simply didn't use the time between I placed the order and they finally shipped it to get everything they needed? I thought that The Shadow is actually still in print and easily available - not to mention how fast Intrada usually is when sending anything - I suppose they are this fast when it comes to providing stock for various other stores as well, right? It would make sense to get everything ready during weeks it took them to ship everything. How come that after I contacted them several times when first part of the order arrived and they actually claimed The Shadow was backordered, they still didn't send it approx 2 months after I placed my order. Is it still backordered? I doubt that. Just mess.

At least I ordered CDs that are still available and hopefully will be received eventually so no big deal - especially when it seems that one of my SAE orders went missing with IT on board, which is no longer available.

CocoNut Joe · **Posted:** Mon Sep 24, 2012 4:21 pm

Yes, some good releases ;BUT I never buy them from BSX...ever...
To get their attention you have to make threads like this and threat them, and that´s a sad way of running a buisness...Never have problem from Intrada, LLLR or SAE or the other labels for that matter , but three times ordered from BSX and three times BIG problems...I have had it with them directly :evil:

Larry Deutchman · **Joined:** Mon Sep 11, 2006 9:53 am **Posts:** 219

What it boils down to is that the only way to get them to take action appears to be not direct contact but public posting. It gets their attention really quick.

Neil · **Posted:** Mon Sep 24, 2012 7:46 pm

My one and only order with BSX, several years ago, took some 4 weeks to arrive - it was one of their own releases, which was in stock at the time, and took about 3 weeks to ship :roll:

Whereas Intrada orders, take about 1 week to arrive

That label isn't helped either by the fact that Ford A. Thaxton, has about as much "tact" and "diplomacy" in business, as BASIL FAWLTY (!) :mrgreen:

Terry Cloth · **Posted:** Mon Sep 24, 2012 9:38 pm

HAH! Aint THAT the truth!
Man... I wish people wouldn't post that disgusting Scanners clip.... makes me want to puke every time I see it! :shock:

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