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I'd say contact Kevin if you haven't received it by the 15th.

Though it is important to remember with the government shut down customs is working at a trawl.

I've just discovered this thread after searching around for some way to account for an order that I placed directly from MoC nearly an entire month ago that has never arrived. I am a big fan of this company's releases, but this is the first time I've ever bought directly from their website, and I have to say that I am not encouraged so far. Particularly after reading so many other accounts of folks who've experienced similar.

I suppose I am to send an email to the address that others have posted throughout this thread, and cross my fingers that it arrives in another few weeks? This is different than any of the email addresses that MoC has posted for customers on their site. I'll be sticking to Amazon UK in the future, who have never failed in getting a disc to me in fine condition and in under two weeks.

Yes, email [email protected]. If it should have shipped at least 3 weeks ago, then it was probably lost in the mail and I would expect him to just ship a replacement to you.

EDIT: Fixed the email address.

Yep, email me. I'll look into it for you.

Thank you for the info. It's been about 24 hours since I sent an email to Kevin. Should I be expecting to hear any sort of reply? Or simply be on the lookout for a new package in the coming weeks? Thanks again.

swo17 wrote:Yes, email [email protected]. If it should have shipped at least 3 weeks ago, then it was probably lost in the mail and I would expect him to just ship a replacement to you.

Just to update this as Grisbi's didn't get to me. The email is kevin@eurekavideo.co.uk or reply to the email order confirmation that you receive from PayPal, both will get to me.

Grisbi wrote:Thank you for the info. It's been about 24 hours since I sent an email to Kevin. Should I be expecting to hear any sort of reply? Or simply be on the lookout for a new package in the coming weeks? Thanks again.

Further to our PMs the replacements are now in the mail.

Received my package today. Thanks for your assistance, Kevin.

I thought the Roma release was supposed to have been delayed but mine showed up already today...

Got mine three days ago at least.

swo17 wrote:I thought the Roma release was supposed to have been delayed but mine showed up already today...

The 'Van Gogh' I ordered last Wednesday showed up today but still no 'Roma' in SE USA.

I'll wait until St Patrick's Day before I contact them but this may be the first Eureka order to go missing other than that Metropolis tee that never arrived.

I placed an order on April 19th (U.S. address/no preorder titles) and I have not yet received it. I sent an email to Kevin last week but haven't heard back. Is it too early to pester them again?

Arrow wrote:I placed an order on April 19th (U.S. address/no preorder titles) and I have not yet received it. I sent an email to Kevin last week but haven't heard back. Is it too early to pester them again?

No. You should have received a no-preorder package within a couple of weeks at the most and should have received a response to any email within a few days.

Emak-Bakia wrote:I know it’s long after the fact, but I, too, would like to make amends for my unfavorable words towards Kevin at the top of this page. I received my replacement Joan steelbook shortly after posting that. I wouldn’t want anyone to think that Eureka have anything less than the best customer service in the business. I’m going to have to send Kevin a Christmas card or something.

I would like to just second that sentiment.

Ordered The Birth of a Nation two Fridays ago, it was through my letterbox on the following Tuesday.

The price of the Blu-ray was significantly cheaper than anywhere else online and the time taken to arrive was as good as any retailer.

Incredibly impressed with my first and so far only order directly through Eureka (although there will undoubtedly be more considering how competitive Eureka's pricing is for Moc Blu-ray).

If you're reading this Kevin, massive thumbs up from me! Still have to watch the film but that's another issue

I'm pleased that Eureka has finally introduced a product despatch confirmation email on the back of their new website launch. Although always prompt with their deliveries, it’s still reassuring to know when these treasurable packages are actually on their way to you.

Stephen wrote:I'm pleased that Eureka has finally introduced a product despatch confirmation email on the back of their new website launch. Although always prompt with their deliveries, it’s still reassuring to know when these treasurable packages are actually on their way to you.

Eureka have done brilliantly with every one of my orders.

Placed an order at 8.45 on Tuesday evening. Dispatched at 9.30 Wednesday morning, here today!

UK delivery is exceptional, can't justify ordering MoC elsewhere now.

Some weeks ago, I received a package with just one (Red River) of the ordered three films on blu-ray from MOC. Strangely enough, the package also included an unordered copy of Nashville. Till now I haven't received the two films by Sirk I ordered. I repeatedly tried to contact Kevin ([email protected]) about this matter, since I am more than willing to send the sealed copy of Nashville back, but haven't got a response yet. Anyone with similar experiences?

You forgot "video" in the email address, so that's probably why you haven't heard anything, or if you did and just forgot it here, it might have just gotten lost in the shuffle of getting the new site up and running. Reach out again (he'll probably see this anyway) and the missing copies will get sent out to you. He'll likely tell you to hang on to the copy of Nashville as well.

Yes, the correct email address is [email protected] (I did the same thing too when I had a problem with an order last year, I think there's bad info somewhere on this forum)

Did the email address at one time exclude "video"? Several older posts here have provided the email this way (including one of mine). I've gone back and edited the ones I noticed to hopefully avoid confusion in the future.

Still haven't received my Eureka orders from early this month so i'm a little worried. I checked the new website's "order history" but I don't know if it's just buggy, but none of my orders show up in the order history. Anyone else having order history problems?

OK, strange but I tried to see if I did something wrong, I went through my internet history to look for the times I ordered the titles, and when I brought up the pages, the orders magically appeared. So that means my orders were made weeks ago but were in limbo this whole time? Bah

manicsounds wrote:Still haven't received my Eureka orders from early this month so i'm a little worried. I checked the new website's "order history" but I don't know if it's just buggy, but none of my orders show up in the order history. Anyone else having order history problems?

I haven't tried this yet, but I am missing an order too from just before the switchover. Usually i receive them in little over a week, but it's coming on close to a month now & nothing but my Paypal confirmation...

Strange, I also placed an order back during the first day of the new website and have yet to receive it (here in the US). The order also doesn't show up under my order history. Hmm.

this happened to me (i ordered the "faust" blu on the 9th during the new web site sale and hadn't gotten anything as of the start of this week). i emailed eureka and got this answer:

I can see what happened here. It looks like you didn’t hit the “finish this order” button on the final stage of world pay, this is the point where the order gets closed and reported back to us as complete and brings you back to our site moving the order into your order history with you.

I’ve manually moved your order and will get it shipped ASAP. You should now see it in your order history.