So to make a long story short, on 12/12/12 I placed an order on dry goods for a bunch of stuff. A few things were gonna be Christmas gifts but mostly I just wanted the Glow In the Dark Nate Duval LE print, which I needed to spend $50 to get.

So I ordered a bunch of random things on sale, including the Starlake DVD, the 1998 Pollock Shirt, a calendar, etc. etc.

Well after almost a month of still not having any of my items I decided to send them an email asking what the deal was. Just a side note, according to my account, the order was still being processed.

This was the response:

Thank you for contacting Phish Dry Goods,

Unfortunately, this order was canceled on 12/12/12. I do apologize for the confusion and any inconvenience that this may have caused. At this point the items are no longer available for us to do a duplicate order. Once again I do apologize for the delay and any inconvenience that this may have caused.

If you have any further questions or concerns, feel free to contact us.

Sincerely,

lindsey
Customer Service
drygoods.phish.com
Toll Free (US): 888-487-4171
International: 001-434-951-2243

That was it, no help to be offered or anything, NOT to mention they didn't think it was necessary to email me about it, they just figured I would forget about it and they would keep my $60. HERE IS THE THING, not only was the order mysteriously canceled, BUT I WAS CHARGED THE FULL PRICE of the order. They didn't even mention a refund, or why my order was cancelled, or anything like that.

Now obviously the LE print is gone from the face of the earth, and they don't have any more of the Pollock 1998 t-shirts to purchase, as well as the 2013 Phish calendar.

But hey I already paid for them.

Sorry to bitch here, but since we all probably have/do buy things from this store, I figured I would give the heads up on how piss poor their customer service is.

Dry goods sucks

Had a similar problem. ordered a couple DVDs and shirts on 12/12/12, over $50, placed the order at 12:03. Was charged regular shipping rate rather than the promotional rate and the free poster was not listed on my receipt. I emailed them immediately concerning both issues. 3 days later after I hadn't had any response, I sent another email. They replied on the 22nd, 10 DAYS LATER

12/22/12

to me

Recently you requested assistance from our email support center. Below is a summary of your request and our response.

Subject
Free poster/4.99 shipping

Discussion Thread
Response Via Email (Latara) 12/22/2012 05:12 PM
Hello Cory,

Thank you for choosing Phish Dry Goods. I apologize for the inconvenience. I have credited your shipping costs in full. Please allow 3-5 business days for the credit of $7.18 to be credited back to your account. I apologize, the poster is a while supplies last offer.

If you have any further questions or concerns, feel free to contact us.

Sincerely,

Latara
Customer Service
drygoods.phish.com
Toll Free (US): 888-487-4171
International: 001-434-951-2243

Yeah, so you processed 500 $50+ orders in 3 minutes and I don't get the poster....what a crock of shit

I bought that 98 star lake pack with the DVD, shirt, poster, cd, etc'. I ordered it on 11/27/12. On 12/23/12 a letter came in the mail including only an old news letter from 1998. I tried to call customer service but they were gone for the holidays. Finally on 12/27/12 the whole package came a month late. They must of had a lot of Christmas orders.

^^^agreed, I have several shirts that are over 10 years old and still in better condition that shirts I've bought since Phish came back. I beat the shit out of my clothes but still

@ddderek said:

And the shirt quality is getting cheap as hell... almost paper thin foreign made BS.... You'd think they could do a lot better for the price they ask. And let's support American concert goers by using American made clothes!

Agreed, I picked up the long sleeve navy Summer Tour T at Bethel and it's practically unwearable now, yet I have shirts from the early to mid 90's that are still holding up to this day.

In terms of ordering stuff off drygoods, I have never had an issue. I've heard PLENTY of horror stories of people who have ordered posters that come in practically destroyed. They should take a cue from the LivePhish customer service department, those guys are great.

There are organic Made in the USA shirts of much higher quality...

@ddderek said:

There are organic Made in the USA shirts of much higher quality...

True, my Albany 09 orange turkey shirt is holding up really well, I don't think it's organic though. It's a really soft cotton though, like what they use to make "new retro" t-shirts.

oh and shouldn't this thread title be
"Wow MusicToday has some piss poor customer service..."
?

I've refused to order anything from them since the last time I bought a shirt from them for my wife about two years ago. There shipping prices are outrageous, they have little inventory, they mess up orders, and they are slow as hell. They sent me a shirt in the wrong size, then they tried to charge me for return shipping and to ship the correct size. It took about two months to straighten it out. Not too mention the shipping was more than the shirt.

I've also had some great experiences with them, like when I scored my long beach poster.

Agreed I ordered a shirt for the boyfriend for Christmas in a large on the 12th,a week and a half later an 2 xl showed up..complained about it a week later an xl showed up,complained again Monday a large finally showed up,but they sent it to my neighbors,ridiculous ..it was the Kelly green shirt with the sunshine yellow phish logo,if anybody is interested in buying one I have a 2xl and an xl for sale just message me but yes music today sucks! They wrote me some email about how they normally have great customer service and no one complains and my order was a one time mistake hahaha it seems that's not true!

@Chilly, If you can't get your money back through DryGoods costumer service, you should email the band members (or at least their managers), because that is down-right unacceptable.

its crazy that a band like phish who puts so much effort to make sure everything is an amazing fan experience has such a shitty online store. I've never heard of a band's store having more issues than Dry Goods....

Yea....I am not impressed with them for other reasons. I wrote them not to long ago with a product suggestion. My email required no response whatsoever. This is what I got back:

Hello,

Thanks for choosing Phish Dry Goods.

We have not yet received any information or stock on the item you have requested. Please check the website periodically for new product postings and feel free to contact us with any other questions or concerns.

Sincerely,

@ProfJibboo said:

Yea....I am not impressed with them for other reasons. I wrote them not to long ago with a product suggestion. My email required no response whatsoever. This is what I got back: Hello, Thanks for choosing Phish Dry Goods. We have not yet received any information or stock on the item you have requested. Please check the website periodically for new product postings and feel free to contact us with any other questions or concerns. Sincerely,

Did you call them as well? I've called a few times and once I got a supervisor on the phone I was able to iron things out.

It's not just the 12/12/12 promotion - they also had an issue getting out their VT Relief T-shirts. Got mine some point in Oct./Nov.