I’ve ordered stuff from Radiant here and there over the years; here’s my latest customer service experience with them:
I ordered a bunch of Transatlantic stuff that I hadn’t yet gotten (live albums) on Black Friday because they were all on crazy sale. Kaleidoscope I didn’t have a physical copy of, so I was gonna order that too since it was $1.99 like the rest. But then I saw the special edition with a making of documentary. I love the Whirlwind one and always hoped there was a making of for this album but for some reason I had no idea it existed until that moment lol
So I said why not, and paid extra for that version instead.
Week and a half later I get my package and everything is correct, except my Kaleidoscope is the single cd version. I double checked and I was definitely charged for the 3 disc.
So I email right away letting them know, and literally 7 minutes later I got a response. They apologized and told me I can keep the one I have and they’re sending out the correct one. Got it 3 days later.
Probably the fastest resolution to an order issue I’ve had from anywhere.
I will say, when I've read stories about GOOD customer service with them, it always ends up being very good. They're human, too, and have sometimes shipped the wrong stuff (or in my case, shipped a cancelled order), and will typically tell customers to keep the first item and send the correct one free of charge. I think we just don't see enough of those kinds of stories because we kind of expect them to do good the first time, or to fix their mistakes anyway, but when they do wrong, it's always the first thing I hear, and I sympathize because extremely long shipping is annoying, or lack of communication is not a good business model, but like I said above, they are only human.
Glad to hear you got your correct Kaleidoscope album and I hope you enjoy that Making Of Documentary too! It's a good one, and I think I've seen it a few times (though not as much as the Whirlwind one). I hope you consider gifting your single CD Kaleidoscope to a Transatlantic-fan in the making! If they like it, just tell them the other three are even better and that they're making a fifth one for next year!
-Marc.