- Report: #1165346
Complaint Review: Red Box DVD Rentals - Nationwide
-
Author Not Confirmed
Why?
Red Box DVD Rentals
Nationwide, USA
Web:
Redbox.com
Categories:
Business Rating:
(0)
Tell us has your experience with this business or person been good?
Red Box DVD Rentals Redbox Automated Retail, LLC susidiary of Outerwall, Inc. Over charged for DVDs reserved online with coupon for free rental. Oakbrook Terrace, IL Nationwide
On July 26 2014 I used a coupon code 3W56VH7K which expires by 07/27/14 at 11:59 p.m. CT.* (tonight)
I reserved the DVDs and paid for the rentals online. I recall that I was being charged for 1 rental and 6% tax, amounting to $1.27 which I put on my American Express card. We went to the pick up location and the machine listed both movies and said only one movie rental would be charged.
Today the husband when to return them and I got an email saying that my card had been charged $2.01! (see below)
| Title | Transaction | Barcode | Total Days | Price Per Day | Amount |
| Ambush At Dark Canyon | Rental | 800476993 | 1 | $1.20 | $1.20 |
| 300: Rise of an Empire | Rental | 807777302 | 1 | $1.20 | $1.20 |
 |
Subtotal: | $2.40 |
|
Promo Savings: | $0.50 |
|
Adjusted Subtotal: | $1.90 |
|
Tax: | $0.11 |
|
|||||
|
|
So I got online and chatted with Brandon. See as follows.
****
RED Box 7/27/14
Live Help
Close
Status: Disconnected
Brandon: Hi my name is Brandon, please give me one moment while I review your question.
Brandon: Thank you for waiting. I understand that you were wanting to use a promo code for your rentals. I will be happy to help you with this.
Sylvia :: NO, I want to know why my receipt does NOT show the second rental as FREE... It appears that I am being over charged.
Sylvia :: Title Transaction Barcode Total Days Price Per Day Amount
Ambush At Dark Canyon Rental 800476993 1 $1.20 $1.20
300: Rise of an Empire Rental 807777302 1 $1.20 $1.20
Subtotal: $2.40
Promo Savings: $0.50
Adjusted Subtotal: $1.90
Tax: $0.11
Total Charge: $2.01
Brandon: I certainly appreciate your concern with using the code. I do apologize though, no code was used for the reservation of the movies so you just received the $0.50 off automatic from the online promotion.
Sylvia :: that's bull... I did enter the code.
Brandon: To use a code online, after you enter the code you do need to click on Apply for it to be used. The full discount will then be shown before you checkout.
Brandon: When was this code expiring?
Sylvia :: Not until midnight tonight.
Brandon: What I can do is issue you a replacement promo code for this and the new code will be valid to use for up to 45 days from today.
Sylvia :: Well, you will make it right today or I'll just not rent anymore. there are way too many competitors to screw with customers
Sylvia :: and Now I don't trust your codes... so why would I want one? I would prefer a refund, of 70c plus tax of 6%
Brandon: I apologize, you needed to click on the Apply button for the code you entered to be used and that was not done for this transaction.
Sylvia :: And... if you can't do that... I'll just report you to American Express and have the whole d**n amount reversed... And.. I did click apply.
Brandon: What I can do though is refund you $0.74 instead of issuing the replacement code.
Sylvia :: That will do nicely thanks.
Brandon: Please allow 5-7 business days for the refund to reflect in your account.
Sylvia :: See, the machine even said that I was only being charged for one movie. I think the Federal Trade Commission needs to hear about this. it may only be 75C but times that by 1mill customers... and you know... rip off city.
Sylvia :: in fact I think I will file a complaint anyway. Because something is awfully amiss here...
Brandon: What you will be charged exactly is shown before you checkout out online, this is listed before you click on the Checkout button.
Sylvia :: ok, well it did say $1.20 for the entire rental plus the tax. So something is wrong.
Brandon: We will get this refunded for you. Is there anything else I can assist you with today Sylvia?
Sylvia :: The machine even said it.. and I have a witness. ... so yeah... something is definitely wrong.
Sylvia :: LOL will I be seeing confirmation email with the amount of the refund?
Brandon: You will be emailed as soon as the refund is processed.
Sylvia :: Ok then, I'll be looking for that. That is all for now. Don't let me down because I tend to get pretty nasty if people don't follow through.
Brandon: Thank you for choosing Redbox, please have a pleasant day.
Sylvia :: thanks I'll try.
You have disconnected.
***
I am troubled by the cavalier attitude of the CSR Brandon. He didn't give a rusty "F" if there was potentially an issue.
Yes I know it's only $.74 cents... but times that by 1 million customers that's $740,000!!! ... Yes, REALLY.
I advise all who use their service to double check their receipt and credit card bill.
Yes, I'll be reporting this to the BBB and the Federal Trade Commission. This is definitely looks like bate and switch... or at the very least overcharging it's customers..
2 Updates & Rebuttals
Fed-Up-Pissed-off
Caldwell,Idaho,
oh uhuh.
#2Author of original report
Mon, July 28, 2014
I respectfully disagree. I did hit APPLY and the Redbox machine said I was only paying for 1 DVD rental. Something went amiss on their end between ordering (which btw before I hit submit it said I was only paying for one rental) and the return. I doubt if many would even notice the issue... or even call them on it because of the small amount. But that said... I did notice it and did call them on it... there is a problem that needs addressed and the... "oh well, here's another code" crap doesn't fly with me. It should have been "I'm very sorry about your experience, I'll refund your .74 immediately and notify our enginneers there may be a problem with code redemptions." That's apology, refund and solve the problem so it doesn't happen again. GET IT?
Today I got notification via email that the .74 is being refunded. I'll check in a few days to see that it sent through successfully.
Blublank
Bismarck,North Dakota,
Sounds Like They Corrected Your Issue
#3Consumer Comment
Mon, July 28, 2014
From the sound of the comlaint, you tried using a promo code that didn't work properly. Maybe it was the fault of Red Box, maybe it was a user mistake like not clicking the "Apply Promo" button. I can't argue either way on that as I was not the one who personally used it. I have used promo codes like that in the past with Red Box, and have never had an issue with them working,
With that said, it sounds like your concersation with their customer service peron went exactly like it was supposed to. I can only assume that their first response would be to give you another code so they don't have to issue an immediate refund, and retain you as a customer. Since you wouldn't accept that, they DID refund the $.74 that was owed to you if the promo code had worked in the first place. Instead of this being reported as a rif off, yiu really should have written it as a compliment to how well thier customer service worked in your favor,
