One Live Media

This is a horrible company to do business with and I have never experienced customer service this bad, EVER. I placed an order online for a piece of band merchandise and paid for 2 day shipping since this was meant as a gift. I verified all of the information was correct before proceeding to checkout. When I received the order confirmation I noticed that their system changed my ship to address to a single number — 1. Mortified, I immediately called customer service to get this fixed. The CSR who answered said she couldn’t help me but offered to take down my info and have someone who could help call me within 24hours. That would be acceptable assuming my package doesn’t ship by then. I try and explain that to the CSR but she doesn’t understand the sense of urgency I’m trying to convey. I then write an email hoping this would be a faster route to get my situation resolved. A couple of hours go by without any communication from One Live Media, so I call again. The next CSR repeats the same line, «can’t help, someone will call you in 24hrs, blah blah blah» but she did offer to mark my request as «urgent». ‘m getting nowhere. A couple of more hours pass and I get an email from their sales department saying my order has shipped — WTF?! Where is it going to go? The address is completely wrong. So I call a third time and now I’m upset. The CSR offers empathy but nothing more. She won’t put me through to a supervisor or anyone who can help but promises someone will call me within 24 hours. Really? What good is that going to do when the package won’t even be onsite anymore. After pleading my case over and over again she finally offers to put me through to a supervisor… I finally feel like help is on the way but instead she transferred me to the general customer service voicemail box. Talk about adding insult to injury. GRRRRRRR. I then write another much longer email explaining my frustration from beginning to end and because of their poor handling of my situation, they owe me a refund for the difference in shipping at the very least. Fast forward to 24 hours later and I still haven’t received a single phone call or email as promised. My situation is still unresolved with the company and they have not attempted to communicate with me. If there is one thing this company is good at. It’s telling you that your problem isn’t important to deal with today. It’s time I get the Better Business Bureau involved.

I’ve had great experiences dealing with the staff here and their bassnectar stuff is good quality.

One word– horrible. Absolutely horrible customer service. Trying to follow up on order and refund of order was cumbersome. Each time I called, which was at least 5 times, each person asked for the same information over and over, as if they don’t have a computer system that logs the order number and previous calls. You could tell each of them was reading from a prepared template, and usually didn’t have a clue as to what I was talking about. Your issue can’t even be resolved over the phone, they place a ticket order to your call and hopefully you receive an email with regard to your call. My guess is that others probably have had the same experience. I will never order from this company again. I am sure the members of Motorhead wouldn’t be happy to know that they are losing money because of how poorly this company handles orders.