I hesitate to write this as I don't want to go after specific persons. But I do think that problematic deals is something other users should be aware of. I will not go against any persons, so I say CHC on purpose here, not mentioning any name although we all know the name.
I must have to say that I probably have made my last deal with CHC too. I haven't bought from CHC several times, but I have had two bad experiences. My very first deal was for a 16mm feature, a few cartoons and a subscription for his magazine. This was in the late fall that year, and I paid for the rest of that year and the following year. The films came with the current issue of the magazine. I never got any more issues. I never complained about this, so it might have worked out if I had made a complain (who knows), so this was not the thing that made me stop using CHC although I didn't like it one bit.
Quite recently I bought a few cartoons. I paid with PayPal using the feature to send money to a friend. That was a bummer, as you then can't complain to PayPal about goods that is not received from the seller. I did it this way so I got the fees, not CHC. I have done it this way with Barry, Paul and David too, but I have never had any problems what so ever with the payment or with receiving the films with any of these.
CHC gave me the total sum including shipment. I was told to "read page 7 of our website s8 lists about how to pay". I did and there it was written which address to pay to, the same one I used all the other times I paid for films there. I paid it and thought I was done. After that I saw in the mail from CHC that they a bit further down in the mail had written an other PayPal address to pay to than the one on the web page. I apologized and pointed out the error. I was told "there is no paypal for this email address. ask for a refund and try again with the correct address". But when you send money to a friend that has a PayPal account you can't ask for refund, and you can't cancel. The money is sent. So I asked him to transfer the money himself to the correct account (since he obviously owned both) or cancel it himself on PayPal. After that there wasn't much of a sensible communication. I got mails like "I am sorry we do not run a paypal account from classic please reclaim your money and try again", although I over and over explained I could not reverse or cancel the transfer, and that this account was CHC's and the one I had used before. CHC just kept sending the same message over and over to me that I should cancel the transfer or ask for refund.
After a couple of days I digged up receipts from the previous payments to prove I was right, with screenshots of the web page at CHC pointing to the address and screenshots from PayPal from previous payments and copies of previous mails. I heard nothing, but after a while I suddenly got a refund in PayPal triggered by CHC. I then paid to the address I was given and sent a new mail to explain that I now had paid to the correct address after getting a refund. After yet another few hours I got a new mails saying that the first address I used was in fact the correct one. No apologize or nothing, just two very short sentences after all this back and forth where I had explained the issue over and over again. I sent a new mail asking if he was 100% sure considering what we just had been through? It was confirmed with a confirmation and a short "sorry for the confusion".
I got the films so the deal went out OK. But this was really not hard for CHC to straighten out. I paid to the address that has been on the web page for years and that I had used before and that is CHC's for sure. I explained this over and over again and I explained WHY I could not ask for refund or cancel the transfer. I just got the same replies over and over. In the best case this is very bad customer handling. In the worst case there were other reasons for handling it this way. I don't know, but I am quite sure this was my last deal with CHC. I have never experienced anything like this with any other seller.
Again; I don't write this to spread anger and bad words against CHC, but I think it is fair for other customers to know that these things happen.