Ordering through Footlights--any other problems?

Posted: 5/2/07 at 5:56pm

I just had a MAJOR **** up with my order thru Footlights--my first time ordering from them in several years--made worse by the fact that I was ordering irreplaceable, old souvenir programs.

Has anyone had any troubles ordering thru them?? Is this common?

(a very miffed) E

[Mother's Younger Brother]

Posted: 5/2/07 at 5:58pm

I've ordered from Footlight several times a year for the last 8 years or so. I've never had a messed up order, and their customer service has always been outstanding.

Posted: 5/2/07 at 6:05pm

I used to order from them regularly with no problems.

This time I ordered 4 souvenir programs--the 1987 Cabaret, a Chorus Line from the original run, Sunset Blvd and Once on this Island.

So I get the parcel today--nice cardboard box, well sealed. Sometimes because I live in Canada things are inspected at Customs but it's obvious this box hasn't been opened, etc. Open it up?? *Nothing is inside*. The front of the parcel lists that there are four programs--inside there's not even a receipt. All there is is a piece of corogated cardboard used to keep the programs flat I'd imagine.

So I emailed them and just got a very defensive reply from them.

Here's some of it:

This has never actually happened to us. We looked all around the shipping area and there were no programs laying around anywhere. The gentlemen who packaged it swears they were in there.

Footlight.com

[CATSNYrevival]

Posted: 5/2/07 at 6:27pm

sounds to me like you're screwed.

[DottieD'Luscia]

Posted: 5/2/07 at 6:36pm

How much was actually on the shipping label (as it would be done by weight)? I'm sorry that happened to you, and I'm sorry their response was so defensive.

I thought they were closing operations. Sounds like they might have mailed your programs to someone else, especially since they said there was nothing in the back.

Updated On: 5/2/07 at 06:36 PM

Posted: 5/2/07 at 6:51pm

I wanna make it clear I don't think they're lieing or anything--although I am defensive about the feeling that maybe they think I'm lieing I guess... I suspect someoen was ina rush and grabbed mine by accident and shoved them in another package and then sealed both.

There's 6 bucks credited on the shipping (to Canada) but the weight prob wouldn't have changed too much with the inclusion of 4 fairly thin programs or not--as it's all cardboard

[husk_charmer]

Posted: 5/2/07 at 6:55pm

In a similar vein-
Did they e-mail you a shipment confirmation? The money has been deducted from my account, I just never recieved info that they had indeed shipped.

[AuditioningWaitress]

Posted: 5/2/07 at 7:01pm

I love Footlights. Never had any problems with them and have been ordering from them for years. I wonder if it might be a customs issue. When I lived in Canada for 6 months I ordered something from Amazon.com and when I received it there was only a CD jewel case (they inserts and CD were missing - like I would't notice). Amazon set me out another one.

Husk - They usually just send it.

Posted: 5/2/07 at 7:18pm

I've had my share of customs problems over the years--trust me. When Customs opens a package the seal it back with big yellow "customs" tape--it's *always* clear to me when they've checked something (I once got a note in one package--granted it was of less than legal homeade tapes of Broadway stuff that I assume they thought could be illegal porn--saying they had watched the tapes and really enjoyed them with a thanks lol).

This is in a special cardboard broad envelope with a special seal and I'd risk my life with my assumption that it hasn't been opened since it was sealed in New York.

(On a side note Amazon are *very* good at replacing things if there are probs between the countries--I actually use them over amazon.ca often because with amazon.ca if you get a damaged item you really have to fight to clear it up and then pay yoru own posting to send the original back before you get a replacement--with the American Amazon they always say it's too much of a hazzle to send back over the border and just send me a new one)

Husk they didnt' send me a confirmation email but when I sent them my complaint about the empty package I did go to their site and get it to automatically send me a status update on my order--to get my order number etc--which also had a date as to when it was sent out, so you can do that.

E