Complain about a product or service

Redbox

Tricia of Stuart, FL February 27, 2010

I was one of those customers that was excited to see a RedBox come close to my house, because all video stores where at distance away, and I rented movies from RedBox at least once a week sometimes more, but what really got me was when the box was always broken, I then had to start traveling just to return movies to a box.

I rented a movie from the redbox up the road from me and when I went to return it was downloading or something, I then traveled to the next location and a guy was working or doing something to the machine and said it would be another hour before it was up and running, so I decided to go back to the first store and the machine had finished whatever it was doing, and I returned the movie and rented another.

4-5 weeks later I get a charge of 21.30 on my card for the movie that I returned on time, I tried calling Redbox and sat on hold for over an hour, tried again but after the 4th time of sitting on hold with no one answering, I decided to call my bank and stop the charges, Redbox fought back and took the money out of my account again 2 months later. This is what I get for using a machine that sits outside and trying to save a buck. I will never make the same mistake again and I will NEVER use redbox again! I had to change my bank card, and I lost 21.30.

Loydene of Surprise, AZ February 23, 2010

I was unable to obtain the two online rentals because the Redbox machine was broken. I called and reported it and was told I would receive a refund for both movies within 3 to 7 days. So far I have received refund for only one movie. I attempted to rent movies on Feb 12, 2010, it is now 2/22. Inglourious Basterds and Amelia were the movies that I rented online. 10 days to refund is a bit long! This is second time I tried to rent movies from Redbox and their machine was broken! Since Coinster bought the company the customer service is horrible!

Marisol of Waterbury, CT February 17, 2010

Called on January 7 2010, to let them know that I traveled to at least four different locations to return a movie and none of the Redboxes were accepting returns. They offered me a single code to compensate me for the additional one day charge that I was going to incur because they could not reverse it! No apology and no compensation was offered. The code never worked, at any location. Called on Feb 16, 2010. Asked to be refunded the one day charge that I incurred because I am now frustrated and don't want to deal with Redbox any more.

I was told that two codes were given to me and that I in fact used one (not true) and that the reason the other code did not work is because it's over 45 days old! Are you kidding me? It's only been 40 days between the two calls. I tried using that code like two weeks ago and it didn't work. Long story short, they refused to credit the additional day charged, kept me on the phone going in circles for like 40 minutes and definately lost a customer today. Poor company, it will go no where treating customers like this!

Phil of Bellmore, NY February 17, 2010

On January 17th 2010, I rented a movie from a Redbox located at my local 7-11 on Newbridge Rd in Bellmore, NY. On January 18th after battling with the machine 6 times to accept the movie back into the machine, I was successful. I usually receive an email notification stating that my DVD was received but this time as the last two previous times I did not. I did not think anything of it. Today, February 16th, I looked at my credit card transactions and it appeared that Redbox had charged my account 26.07 for not returning the movie in question. I immediately got on the phone with a representative by the name of Elizabeth.

After explaining my situation to her, she got VERY nasty with me. Elizabeth stated to me that if I did not get a notification why didnt any red flags go up? And I explained to her that I do not always get a confirmation. She again, got very nasty with me. I stated to Elizabeth that I did not like her tone or the way she was talking to me. I asked her to review the inventory on the machine and match it up with the initial inventory that was originally placed in the machine and that she would see it was there. Elizabeth stated to me that I was the only person to rent the movie "Obsessed" from that location.

I then stated, then if you check the machine you will see that it is there. I demanded immediate refund to my credit and that if it were not done I would go to the BBB. I also stated to her that I will no longer utilize there services as their customer service was the worst that I have ever dealt with. She put me on hold for two minutes then apologized for the inconvenience. Elizabith then stated to me that my credit card will be reimbursed within the next 3-7 business days. Our conversation was then terminated. About 10 minutes later I received an email confirmation that my 26.07 will be refunded.

This is a Company that really needs to be looked into as my research has shown that I am not the only victim here. Please do what ever you can to ensure this Company does not disrupt anyone elses bank accounts in the future. I know 26.07 is not a lot of money but this Company just put Milk Bread and eggs on hold for a few days for my wife and four children. They should be ashamed of themselves! Thank you for your time.

Brandi of Hermitage, TN February 2, 2010

I rented movies and returned tham, and over a month later they charged me 52.44. When I contacted Redbox they told me they would refund half of my money, I told them no thank you because I don't owe them a dime. I am determined to get something done about this company, they have a history of doing this to multiple individuals. I am also going to pursue legal action.

Ali of Houston, TX January 29, 2010

I returned a movie at the walgreens redbox and the machine confirmed it's receipt. After 25 days my credit card was charged for 25.68 and I never received a receipt. If I had never checked my statement, I would have never known. Usually they send an e-mail when they charge the account. This is misleading. Even though I returned the video, I still have to pay the amount since I don't have a receipt. One practice that I saw just before this happened was that I was not receiving return dvd confirmation from previous times. I had contacted redbox for it but they never got back to me. Consumers need to be aware of this redbox practice.

Joe of Burlington, , NJ January 25, 2010

I rented two videos on 12/27/09 and returned them on 1/1/10. On 1/22/10 I received a charge of 51.36 for unreturned videos. If I neglected to return the video and had to pay 25.68 for each that wouldn't be a problem. I returned the videos and the machine cinfirmed it's receipt. I'm out 51.36 and no videos. The company wants to give me 10.00 back for each video. Debited my bank account 51.36 and I have no videos for the charges.

Mike of Canonsburg, PA January 15, 2010

I tried to return dvd's to a redbox. The redboxmachine would not accept returns because it was full. I called Redbox. Redbox Cust. Serv. said they would not charge me. I checked my emails and bank accounts and found out they did charge me. I called Redbox and they gave me the run around again and said this time they would refund my charges to my credit card. Well, it has been a week and still no credit given back to me. I have heard other customers talking about the same problem.

Dorothy of Houston, TX January 14, 2010

Spouse rented video on 12-11-09. I returned it to same location on 12-12-09. Redbox charged us 24+tax on 01-06-10 claiming we hadn't returned video. My husband called to complain and received a "credit" for 10.00 on 01-09-10.

I called 01-13-10 to discuss being charged for movie I personally returned. I was told that since the video hadn't been rented by others since my husband rented it in December they charged us for failure to return the video. HUH? I was given the serial number of the video and thought I would return to the site and rent all copies of said video until I found ours. I decided that I didn't have any way to confirm bar codes on any video so I decided it would be a waste of my time.

Just think of the untold dollars RedBox obtains from customers who have no way to prove they returned a video. At 24/per person times all the boxes out there, we are talking millions in a short time. No wonder they can rent out the videos so cheaply.

A of Fridley, MN January 9, 2010

I had rented some movies from Redbox. I had returned them, and when I did I had to stand in a line of those who wanted to rent and return movies in the evening before the 9pm. I did not mind the wait, but I minded the huge charge that created overdraft fees from Redbox charging for a movie they claimed a never returned. I DID return it. There is not a receipt option when you return movies, or when you purchase. Bascially, it your word against Redbox, so even if their machine isn't recording the proper information - they still charge you.

Here what happens, but they do not tell you. Your movie is deposited, and sometimes there is glich and the movie doesn't get recorded. Even though it is there for others to rent, Redbox doesn't take into consideration the movie record that goes out, even if it is eventually recorded. They charge you however they want to basically. If you return a movie, and someone comes up behind you and rents it, and then they return it and THEN it's recorded, then it may be recorded as late return if it did not get properly recorded. The real problem is that they do not provide a receipt and you can't prove your case - subjecting them to do anything they want to. So much for trying to save money.

We only used the movies for cheap entertainment because when you don't have the money - you don't spend it. Redbox only recovered some of the money to my account even after on going coversations and they are quick to jump on you as in accusation. Before you call them, don't let them get you confused and do not say anything else. If you get upset and say something because you are confused, they try to use that against you as well. Don't use them, because even if don't have charges yet, it doesnt mean it doesn't happen.

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