Buy & Keep DVD not arrived two months after purchase

[M4rkha]

Bought Downton Abbey at the end of March on 'Buy & Keep' from the Sky Store, it id on my Downloads, and I have been charged (in April) but not received DVD. When is this likely to arrive?

Thanks

[mike+simmonds]

Hi @M4rkha 

Purchases at the end of March were right on the borderline for when Sky changed the offers from include  to not include a disc 

If you made your order before the change - you will get your DVD when Sky can restart their packing and posting - hopefully not too long now 

I guess the key question for you is - was your order made before the change - did it say -

HD Digital plus DVD  or did it say

HD Digital

any clue on any correspondence you got about the order ?

[M4rkha]

Hi @mike+simmonds

Thanks for the advice. 

This is an extract from the e-Mail, based on what you have said this looks like it may be download only, but to be fair I would have assumed at the time with it saying 'Buy & Keep' that a DVD would be coming.

Your Order Summary:

Title: Downton Abbey

Order Type: Buy & Keep HD Digital

Order Date: 27/03/2020

Price: £13.99

My wife actually placed the order and is convinced that it said download & DVD as she was planning to give the DVD to her mum, hence the decision to order from Sky. 

Does this suggest that a DVD should, or should not, be coming? If there is anywhere else I need to look let me know.

Thanks

[mike+simmonds]

Hi @M4rkha 

I'm sure that you have ordered just the download 

I can understand that purchasing at the end of March could be confusing - until then a disc was akways one of the choices available- and some people have said the removal of that option was sudden and unclear 

A Sky employee has suggested on here there may be an option later to pay an upgrade fee to add a disc, but I have seen nothing official on that 

If you want to confirm my thoughts on download only - or are unhappy - the people to speak to would be the Sky store team - details here - live chat has been available during the day today 

https://www.skystore.com/n/hcus/help/contact-us 

hope that helps - a bit 

[M4rkha]

Thanks @mike+simmonds 

Disappointingly it looks like it does help and we missed the boat.

Appreciate your help, and providing the link to the chat function, been looking for a way to contact Sky for days.

Cheers

Mark

[mike+simmonds]

Hi @M4rkha 

I glanced at the SkyStore chat link at about 2pm

today (Tuesday)  for a different question and at that time the link was lit and showing available 

[Mrs+Bizzzle]

Ordered both the DVD and the film Downton Abbey. Early in May film downloaded  but still awaiting for DVD to arrive 

I am definite that I ordered both the film to download and the DVD to be sent;  so no confusion as to what I ordered 

[mike+simmonds]

Hi @Mrs+Bizzzle 

If you preordered a DVD then you will receive it eventually - Sky employees have confirmed that - just not the date 

Do you have an email looking like the one received above by @M4rkha  ?

Do you know what date you made the order ?

[Tom-W19]

Hi @Mrs+Bizzzle 

Thanks for your post.

Was it a pre-order or did you purchase it a few weeks ago?

As all Sky Store purchases since mid-March have been for the digital version only.

On your confirmation email or on your bill, does it say "Buy & Keep HD Digital"?

Let me know and i wll help anyway i can.

[mike+simmonds]

Hi @M4rkha 

I just came across your post on my phone 

I wondered did you get through to Skystore and was the live chat working - it looked to be working on Friday 

Did you get the answer to if you had ordered download only ?

[Djbond]

I'm still waiting waiting for mine

[mike+simmonds]

Hi @Djbond 

edit: Godzilla / Kong isn't released on DVD until June 14th 

I'm not aware of any known significant delays with Buy and Keep orders in 2021

Apologies if you've checked this already - but on your order - have you definitely bought the download plus disc (and not just a download) 

If you definitely ordered a disc in 2021, contact the Skystore team here 

https://www.skystore.com/n/hcus/help/contact-us