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This post is more of a warning to UK customers regarding buying products from Varese Sarabande.
I recently purchased two items from the company that came through the post in a disgraceful state.
The items arrived in a flimsy jiffy bag not fit for international posting. No bubble wrap, just the CDs bouncing around in said envelope. It is no wonder the items got smashed to pieces with other cargo.
The booklets are damaged and the jewels centre pieces are rattling around in the case which has scratched the CDs.
Considering how much we pay for said shipping it really is unacceptable.
I contacted Varese Sarabande, but the reply I received was just a copy and paste of their FAQs.
“Unfortunately, according to our FAQ we cannot send replacements for cosmetic damages as ‘Any defective merchandise of any kind can only be exchanged for an exact copy of the defective item. Cosmetic imperfections to plastic CD cases, or minor seam splits to sealed LP jackets, are not considered defective.’”
They say they can send replacement cases, (nothing about the booklets and CDs themselves).
“……..However, we can send you new jewel cases if you would like, but you may have to pay custom charges again as "Orders shipped outside of the United States may be subject to import taxes, customs duties and fees levied by the destination country.” (Not sure why empty replacement cases would flag a custom charge if there are no CDs in the cases. A custom charge is usually triggered when the £15 threshold for package value is exceeded. Can’t imagine two empty cases would cost more than £10).
The damage could have been avoided if the products had been packaged appropriately.
I accept having to pay high postal services from US, whilst I think the custom charges are a massive rip off, I accept that these have nothing to do with the labels and a result of greedy UK government and customs. What I can’t accept is the lack of consideration on how they deliver their product to the customer.
As a collector when I buy a CD I am not only buying it for the improved sound quality and sequencing but for the whole package, the liner notes and presentation. If you just get bits of broken plastic in the post then what is the point? Might as well download from a torrent stream and not bother supporting the labels at all.
What I don’t understand is why a great company like Lalaland Records, who has an exemplary customer service, are capable of sending their products with more than adequate packaging and yet Varese, a company that has been around a lot longer is incapable of getting the items to a customer in one piece. Varese perform more like a student project than a respectable company.
I bought items from Varese a few years ago and never experienced the shoddy service as I received with this last purchase. I am not sure if this is to do with Naxos or some other infrastructure change, either way I will not be buying any more of their products in the future. I am done, they don’t deserve the support.
The demise of the CD/physical media will occur not because the convenience of download is more appealing but because paying money for damage goods from badly servicing labels is no longer an attraction.
UK collectors think twice about ordering from Varese Sarabande, the state they come through just isn’t worth your hard earned cash.
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My recent purchase of "Show of Force" arrived poorly packed and smashed to pieces, with all the paperwork badly damaged.
But I was sent a full replacement very quickly (I am in California). I believe the replacement was shipped the very same day I told them of the problem. The replacement came in a padding-filled box big enough for at least eight CDs. From one extreme to the other!
The Varese shipping was handled by Naxos.
Sounds like that extra-large box was their attempt at sarcasm!
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This post is more of a warning to UK customers regarding buying products from Varese Sarabande.
I recently purchased two items from the company that came through the post in a disgraceful state.
The items arrived in a flimsy jiffy bag not fit for international posting. No bubble wrap, just the CDs bouncing around in said envelope. It is no wonder the items got smashed to pieces with other cargo.
The booklets are damaged and the jewels centre pieces are rattling around in the case which has scratched the CDs.
Considering how much we pay for said shipping it really is unacceptable.
I contacted Varese Sarabande, but the reply I received was just a copy and paste of their FAQs.
“Unfortunately, according to our FAQ we cannot send replacements for cosmetic damages as ‘Any defective merchandise of any kind can only be exchanged for an exact copy of the defective item. Cosmetic imperfections to plastic CD cases, or minor seam splits to sealed LP jackets, are not considered defective.’”
They say they can send replacement cases, (nothing about the booklets and CDs themselves).
“……..However, we can send you new jewel cases if you would like, but you may have to pay custom charges again as "Orders shipped outside of the United States may be subject to import taxes, customs duties and fees levied by the destination country.” (Not sure why empty replacement cases would flag a custom charge if there are no CDs in the cases. A custom charge is usually triggered when the £15 threshold for package value is exceeded. Can’t imagine two empty cases would cost more than £10).
The damage could have been avoided if the products had been packaged appropriately.
I accept having to pay high postal services from US, whilst I think the custom charges are a massive rip off, I accept that these have nothing to do with the labels and a result of greedy UK government and customs. What I can’t accept is the lack of consideration on how they deliver their product to the customer.
As a collector when I buy a CD I am not only buying it for the improved sound quality and sequencing but for the whole package, the liner notes and presentation. If you just get bits of broken plastic in the post then what is the point? Might as well download from a torrent stream and not bother supporting the labels at all.
What I don’t understand is why a great company like Lalaland Records, who has an exemplary customer service, are capable of sending their products with more than adequate packaging and yet Varese, a company that has been around a lot longer is incapable of getting the items to a customer in one piece. Varese perform more like a student project than a respectable company.
I bought items from Varese a few years ago and never experienced the shoddy service as I received with this last purchase. I am not sure if this is to do with Naxos or some other infrastructure change, either way I will not be buying any more of their products in the future. I am done, they don’t deserve the support.
The demise of the CD/physical media will occur not because the convenience of download is more appealing but because paying money for damage goods from badly servicing labels is no longer an attraction.
UK collectors think twice about ordering from Varese Sarabande, the state they come through just isn’t worth your hard earned cash.
If you sent a photo or two showing the damage to the CD and/or insert and/or booklet I believe it's company policy to send a replacement of what is damaged and/or a new CD. Yes typically Varese does not offer new CD cases, but that's different if there is damage to the actual CD or booklet or back tray. Did you let them know in email that the case was destroyed AND did you let them know THE BOOKLET WAS DAMAGED. Also, I have mentioned the way Naxos ships discs with no protection to my higher ups and it appears nothing has changed or will change, but I keep trying so very hard. I apologize for that as that should not be happening. Shipping discs overseas in a bubble mailer with no padding means pretty much every single CD is going to be cracked or worse.
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I stopped ordering from Varese years ago, when they sent me someone else’s order, and when I called to adk them about it, they insisted I should send that order to this other person at my cost!
Some nerve!
No apology. No attempt to make amends. All I got was arrogance.
That was when I was living in San Diego, and it still took 3 weeks to receive anything from them mailed in L.A.
I never order direct from Varese.
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Flimsy Jiffi bags are not the way to send Internationally! Follow INTRADA with their boxes or LLLR with extra bubble-wrapping!
I had the same problem with my order as one was cracked thru. Lame excuses from Varese. Not only that HAD to pay £14.85 for the custom/handling charges (joke!).
Good example bought Jurassic Park Collection thru LLLR they bubble-wrapped thoroughly & it passed the customs check! Take note Varese room for immense improvement!
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