Really disappointed in Dreamworks Customer service. For Christmas I gave my wife a copy of my Dreamworks wish list printed from thier web site. She placed one fairly large order on Dec 4. That one took 26 days to get here. They did write and say an item was out of stock but would be here in plenty of time for Christmas. After another week my wife wrote them again to inquire about her orders (she had two) and they never even took the time to reply back. They finally did send us a tracking order for the UPS shipping which was of absloutly no use as they finally shipped it the cheaper US Post office route but charged us full rate anyway. The second order had a gift certificate and valve in it and was placed on Dec 8. It took 17 days to get. Must be really, really hard to print out those gift certificates! Finally on the the 26th I sent them an email via their customer service site and have still never heard back from them. This whole thing really upset my wife who was just trying to get me something nice from what we thought was a first rate company. Well that obvioulsy did not work out to well. On the plus side of the Christmas present equation she also placed an order with Sin City Jets who promptly confirmed the order and shipped it to our door in three days. Way to go Sin City Jets.

Maybe this is a fluke, maybe not, but they sure put a damper on my wifes Christmas. They have this big fancy web site and you would think they could have told her if somthing was not availble I mean I had 15 things on the list. Instead they gobbled up her money and left her hanging. At the very least they could own up to the crumby servce they gave and offer her an appology!

http://www.rcuniverse.com/forum/m_9348797/tm.htm

I assure you this is a fluke. Todds has had a rough Christmas with a death in the family and I'm sure you'll get the apology your looking for. I'm sorry this didnt work out for your wife, but life sometimes gets in the way of things. I do understand your side though. Sorry you had such a bad experience, I'm sure others will attest to the speedy service that is the norm at dreamworks. Good luck and hope this helps.

Luis

Now.... After reading Jason's post, don't you feel bad !!!!!! I hope so !!!!!!!!!!!! Bah - Humbug !!!!!!


D

same '''''''''''''''''''''''''''''''''

Just for you to consider. Todd has been very busy taking orders and at the same time he was prepping the services for his mon. She passed away this Christmas season. I feel bad you feel dissapointed, with all that bad moment he is passing he manage to send you your order. Others just will forget about any order. It has happen before with other company. And still are people waiting for refunds.

Alex

Wow guys you really type fast!!! I haven't finish my typing and all the explanation was posted all ready.

Wow.... hopefully you weren't aware of his situation, if so, that's just cold man

That is definately a fluke - many, many flawless lightening transactions/shipping here.

Yes I did see the post regarding his situation which was posted on the 21st of December and I really do understand that family comes first in all situations. If you will note, all our order problems started on December 4th which was by my calculation a couple of weeks before. I am just saying that if you are going to run a big web based business your web site should note out of stock items or your follow up should be better. So cold I don't think so>

I think you will find this is a real fluke. Your message didn't sound as if you had called them, not that you should have to, but I think if you call and talk to Linda, you will come away with a very different impression.

George

If you say so man, it's your dealio............Iwas referring to publicly airing your beef with him probably less than a week after the funeral.

Good luck, I'm sure he'll get it sorted out.

I have always had great service from Todd and other than issues with some unanswered technical inquiries on Duraplugs which only work for one start, I've been a satisfied customer. The unfortunate loss for Todd and his family was sometime around 12/20/09 and Sailing 1's problems started weeks before so his post on his issues with Dreamworks are legit but his timing could have been better.

Marty

and you also are aware about the promblem!

sailing1 ***** hapens and you talk TOO MUCH

get your money go somewhere else

Dreamworks is not for you

It was the christmas season, and the last i heard, Dreamworks wasn't tower hobbies or Horizon hobby w/ 100's of employee's... Maybe he was just completely over-swamped with people doing exactly like your wife did.. Placing Christmas gift orders....

Sailing1 - you stated you placed an order on Dec 4th and it took 26 days to get to you - that makes it Dec. 30th. How did that happen when you wrote this on 12/29??

You posted this knowing full well Todd's Mom passed? [:'(]

... Your wife is upset and so are you because it put a "Damper" on your Christmas??

SELFISH....IMHO

So....Todd lost his mother, and you did not get your x-mas toys in time.....Who should I feel bad for?

Ummmmmm.

Selfish? Totally!

Hey Guys...
Please dont jump down on sailing1, in some respects I can understand his frustration! We have all been there, you place an order and it does not arrive when expected, especially for the holidays.... I completely understand!
However.... Just to be clear...
The order for the gift cert was placed late on 12/8, processed 12/9. It included a valve which was on backorder from the supplier. The Gift certificate was sent electronically via email on 12/9 and a paper version shipped with the backordered valve on 12/17 with shipping upgraded by us at no extra charge from Priority mail to express mail and delivered on 12/19 by usps.
Unfortunately, we cant control delivery of products from our suppliers and we do get stuck from time to time waiting for items to arrive.
While we carry a huge array of Jet products, we are still a very small company and can not be compared to Tower or Horizon. We just dont have the manpower or sales volume to operate like these huge volume distributors. Because we have orders placed via the website, phone and email, accurate inventory status on the site is just beyond our manpower. We are still somewhat "Cottage" in the industry.

Additionally, as noted; I personally have been out of the office quite a bit over the past few weeks leaving us quite short handed during a very busy time of year. My grandmother has been very ill, suffering from heart failure and pneumonia along with the unexpected passing of my mother. It has been a very difficult month for me trying to balance business and personal life matters and I must apologize for any errors, issues or delays with orders. As many of our customers know, this is very unusual for us and is bothers me any time a customer is not 110% satisfied with their purchase. I will discuss these orders with Linda in the morning and see what we can do to make things up to you....

Todd

Todd = Class Act!

Spence

Todd's OK but Linda = Real Classy Act!

I've screwed-up more in the last six hours than they probably have since Todd started his business!

George

Unbelievable!![:'(] The rules posted above keep me from saying any more[:@][:'(][:'(]

X2

Absolutely TERRIBLE timing!!

Well, I will go on record as being delighted with Dreamworks service. I placed an order during December and had it 5 days later - week earlier than my earliest expectation!

placed an order myself on Christmas day, Linda has been on it and very
helpfull. order confirmation today that is was shipped this morning

3 words: Dreamwork's service ROCKS!

Todd, All the best to you and your family (especially your grandmother). Take care.

Jim