Movies

[#1]

This is not a customer service issue. It has been resolved by customer service. Their answer was tough luck - by a customer service representative and her supervirsor. So I would just like to let everyone else know.

Why oh why does futureshop post pre-orders so high? So that they DO NOT have to honor any pricing promotions associated with them. An example:

"A $10 coupon? Great!! I'll pre-order now to take advantage of it." Once the product is released and the pricing drops significantly (Ie: Terminator Salvation & Harry Potty Iron Packs), you pay the price everyone else does at the store or online. They do not adjust the pricing AND apply the coupon you used. Basically for pre-orders the coupon is a lure to guarantee sales, but is useless once the actual product comes out at a lower price. As a warnng, don't bother trying to use any promotions on District 9 - once it is lowered to its correct price all those promotions disappear. I would understand the 10% promotion being applied to the release price as opposed to the inflated pre-order price, but I'm guessing from what customer service says you'll be out of luck.

Oh, and because you were smart enough to pre-order to take advantage of the coupon, it's Dec. 15th and you (okay, maybe I was the only one silly enough to fall for it) are STILL waiting to receive both Terminator Salvation (Dec. 1st release!!) and Harry Potty. My store still has copies of both.

Lovely.

Message Edited by Natasha on 12-15-2009 11:04 AM

[#2]

I think I responded about the Star Trek pre-order, and I have to say, I found out the same exact thing, opposite of what I advised to you.  Star Trek was marked down to $28.82 ($31.99 - coupon), and I didn't realize until too late that they based the $28.82 on the non-sale price.  When it dropped to $22.99, I asked about having the coupon carry forward, and they said, just like you, tough beans.  I also had Harry Potter part of the order, and it, of course, didn't keep the coupon either.  The bright side is that I was able to have one item keep the coupon, and I saved $3 because of it, but I agree, the only promotion that is worth pre-ordering at a higher price is the free shipping promotion for over $35...

[#3]

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Natasha wrote:

...

 it's Dec. 15th and you (okay, maybe I was the only one silly enough to fall for it) are STILL waiting to receive both Terminator Salvation (Dec. 1st release!!) and Harry Potty. My store still has copies of both.

Lovely.

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You can blame CanadaPost for the shipping issues. FutureShop has no control over the speed at which CanadaPost delivers it's good. And now with the Chrismas Rush starting to hit in, shipments will probably taken even longer (as you are experiencing with Terminator & Harry Potter).

I got annoyed with this as well (I'm really starting to dislike Canada Post), but I have a solution. Go pick up some of the movies when you go a FutureShop store. I usually only use the Pre-Orders to guarantee a copy if the store is sold out when I get a chance to get there. Yes, it means you get charged twice on your credit card, but once the online copies arrive, return them using whatever recipt was more expensive (which will be the one if you bought them instore).

I did the same thing with Harry Potter and Public Enemies. I went to the store to get a copy of each because of the reason above (shipping time), and possibly denteding of the SteelBook. Both of the copies arrived today, and I returned them and got a full refund on the VISA when I went to get Inglorious Basterds.

Hopefully your movies will arrive soon.

Also, have you sent a message to servive@futureshop.ca about not recieving your shipment? The same thing happened with Star Trek and Wall-E, and FutureShop Service was phenomial. They found out that the package was still in transit, and it already in Winnipeg.

[#4]

I would blame Canada Post. If it was only Canada Post. I understand longer shipping times, and why Harry hasn't arrived at my door step yet, but with my terminator order Future Shop did not ship it until over a week after the release date. Harry Potter was shipped to me first, even though it was released a week later.

Edit: And I did contact customer service regarding the whereabouts of my order. They were not shipped with any tracking, so it is a mystery to us all when they will arrive. Odd, as the first part of my order shipped with tracking. 

Message Edited by Natasha on 12-15-2009 11:16 AM

[#5]

Hey everyone,

Just a small reminder - This community forum is not set up for Customer Support issues.

Let's not deviate from the main subject of this thread and forward all issues to Customer Support.

Thank you for understanding.

[#6]

Natasha, what coupon do you refer to? I didnt have any Movie coupons going for any of these.

If its a general one from FS then the guidlines are pretty set. BUT , I will review with marketing and see what we can do for the future.

I can say though, the coupons were not developed with categories like mine in mind where the pricing can swing so wildly.

Do I want your sale early....yes I do!!

Do I want to make you feel like you were misinformed to get it, no way!!!! You get mad, tell all your friends and no one wants to shop with us anymore.

What you have here is a very good point though and I will get the policy updated so my category is either excluded from the coupons or we have a way to honor them after the price change.

And thanks for the post, seriously, if you all didn't bring these things up here, I WOULD NEVER HEAR ABOUT IT!

 Thanks

[#7]

Ian, I will chime in with information.  This wasn't a movie specific coupon, it was a general coupon back in late October that gave $10 off of a $100 purchase.  I had placed an order for 3 Steelbook movies on the 27th:  Ratatouille, Star Trek, and Harry Potter.  This placed me over $100, but Harry Potter was $41.99, and Star Trek was $33.99.  Both titles dropped in price over the oncoming weeks, and when Star Trek dropped to $31.99, the after coupon price dropped to $28.82.  Later there was a further price drop to $29.99, but at this time, the coupon stopped adjusting.  Harry Potter was valued at ~$38 with the coupon, but after it dropped, the coupon again stopped adjusting.  So basically, you lost the usage of the coupon on any adjustment. 

Maybe it stopped adjusting when the order dropped below $100, so maybe I should have ordered one more title, but I really don't know.  I received the same response as Natasha when asking about the coupon's value.  They were aware of the coupon, but wouldn't use it anymore.  

[#8]

This is probably not what you want to hear, but I had to buy four SteelBooks to take advantage of the $10-off-$100 coupon.

I would feel that in this case, once the price drops and the total order is no longer above $100, then the discount coupon no longer applies -- just as the case would be if you walked into a Future Shop store that day.

[#9]

Good to know everyone, our marketing folks got back to me right away on this question and it will be fixed for future promo's. I can not comment any more until I see the nature of the verbiage, but be assured it will not happen again.

Thanks   

[#10]

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Ian wrote: 

And thanks for the post, seriously, if you all didn't bring these things up here, I WOULD NEVER HEAR ABOUT IT!

 

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Perhaps you could share with the rest of the mod team the value in customer's posting their frustration. Every time I see the "this forum is not for support" boiler plate, it makes me feel less and less inclined to even bother participating.