Brad

Review of Southtree

What I thought was an amazing idea has brought me ...

What I thought was an amazing idea has brought me to the ultimate level of frustration! My girlfriend and I planned a trip to Florida to visit my family for the holidays. I thought it would be a great idea to send in the 20 VHS tapes from my childhood to have them converted to a thumb drive to watch and share with my girlfriend and my family during my visit. I packed up the videos and sent them in to Southtree. I received my order back in time for my trip to Florida, but the thumb drive contained someone else's videos! I immediately called customer service and spoke with an agent who said he was sending me a return label to ship all of the VHS tapes back to Southtree since you don't store the videos after they are converted. He explained that returns prioritized and he assured me that he would have my order expedited and shipped to me in Florida in time to share with my family before I left after the New Year. I followed up with Southtree every few days as I didn't see my order progressing online and got a different story each time. Each time I was told I would get a returned call, and never received one.
The day I retuned back home to Georgia, I got an email that my order shipped to Florida. I tried calling Southtree immediately but a message was up saying you weren't accepting calls but were answering emails. I sent an email that was never answered. I ended up calling FedEx to have them cancel the shipment so my whole life's videos weren't sent to an address in Florida that I was no longer at.
Monday, I finally received the shipment. To my chagrin, once again, the thumb drive was missing ALL of the videos (it contained one audio file) and the box contained DVDs for all of the videos. I don't own a DVD player and didn't order DVDs! I called customer service once more and after being told to ship everything back to Southtree again, I asked to speak with a supervisor. I was told one was not available but he would call me back shortly. I explained that every time I had been promised a call back I had not received one. The agent assured me she would personally follow up on it throughout the day and make sure he called me to discuss. Now 3 days later......still no call back.
I'm not one to complain on social media, but the amount of time and energy I have spent on this has brought me to a whole new level of frustration! I posted this same review on their Facebook page and they deleted it within a few hours instead of reaching out to resolve the issue. I noticed that any negative reviews to their FB page get deleted pretty quickly.