Redbox Automated Retail LLC was founded in 2002 when McDonald’s Corporation put four automated grocery kiosks selling milk, eggs, and other necessities as well as 11 DVD rental kiosks in a Washington, DC, metropolitan area.
The company withdrew the grocery kiosks within a year, but the DVD rental kiosks were a success.
In 2005 Coinstar bought 47% of the company for $32 million.
In 2008 Coinstar exercised an option to increase its ownership share from 47% to 51%.
In 2009 Cointsar bought out McDonald’s and other shareholders for $170 million to become sole owners of the company.
Redbox rents DVD and Blu-ray discs as well as video games through its distinctive red kiosks. Movies are $1.20 per night and video games cost $2.
RedBox launched its online ad-supported streaming service in February 2020.
In August 2023, the company announced it was expanding its perks program to include its video-on-demand platform.
Redbox is a fast-growing business with 43,700 kiosks across North America. Redbox has 47.8% of the market share for the physical rental market. The company’s biggest competitors are Blockbuster, Netflix, and GameFly.
Redbox Automated Retail LLC was founded in 2002 when McDonald’s Corporation put four automated grocery kiosks selling milk, eggs, and other necessities as well as 11 DVD rental kiosks in a Washington, DC, metropolitan area.
The company withdrew the grocery kiosks within a year, but the DVD rental kiosks were a success.
History
In 2005 Coinstar bought 47% of the company for $32 million.
In 2008 Coinstar exercised an option to increase its ownership share from 47% to 51%.
In 2009 Cointsar bought out McDonald’s and other shareholders for $170 million to become sole owners of the company.
Redbox rents DVD and Blu-ray discs as well as video games through its distinctive red kiosks. Movies are $1.20 per night and video games cost $2.
RedBox launched its online ad-supported streaming service in February 2020.
In August 2023, the company announced it was expanding its perks program to include its video-on-demand platform.
Redbox is a fast-growing business with 43,700 kiosks across North America. Redbox has 47.8% of the market share for the physical rental market. The company’s biggest competitors are Blockbuster, Netflix, and GameFly.
My husband and I like to rent a couple redbox movies at a time usually every couple of months, so not super often, and my husband always returns the movies the next day. We have never returned a movie late or had a late fee. We also dont really use my bank card to make redbox purchases, and I dont have it in my banking history that I did make one using my card, however I have been billed neaely $40 dollars by Redbox, despite my personal bank account (chime) being empty. Now Chime is threatening to close my account because of this, I have made a dispute against the charge but this shouldn’t be happening in the first place because even if I did use my card to pay for the redbox we never keep movies for more than the one night so there is no reason to have been charged nearly 40 dollars
I’ll be filing fraud & harassment charges in the DE court system … I’ll also be asking the AG to look into the masses of other complaints with an eye toward racketeering … Redbox amounts to a widespread criminal enterprise that actively defrauds the American people of $1000s a day …
I rented a dvd on May 24th 2020, returned it May 25th 2020. Today my bank account showed a fee of $31.83 for unreturned dvd. Customer service refused to speak to me. I conference called my bank after escalating to a Redbox “supervisor” multiple times. Even with my bank verifying I was an account holder Redbox would do nothing. I contacted social media accounts for Redbox and my comments were deleted and I was blocked. I’ve reported this company to the attorney general in Ohio and will be doing so in Illinois as well. I have also contacted the BBB in both states.
I have also been charged 36.59 for unreturned movie. I rented 3 and they said I only returned 2!!! They told me there was absolutely nothing that I could do to get my money back. This is fraud and Redbox is scamming people. If you got your money back please let me know how.
Stop Harassment,I have tried to call them but to answer they do not only by contractor’s off shore , I do not like giving private information bank card etc. On none trusted service’s as I ‘m running into a lot of scams and related losses financially could this be related-• • • and our GOV. Is no help either. Sadly a degras
I don’t go to Redbox any more. In today’s life it isn’t always possible to view a movie on one night. Suggest 3 nights.
Absolutely HORRIBLE customer service!!!! I rented from Redbox for the first time this past month. I rented 2 discs and one would not return through the machine. It kept pushing the Redbox disc out with an error. I spoke with a customer service agent through the online chat with no help. Today I received a $35 dollar charge for a DVD that is not even a Blu-ray and when I spoke to customer service, they are refusing to refund the charge saying I never contacted customer service. I explained I want to return the disc but the machine will NOT take it back!!!!!! They would not even offer a mailing address for me to ship it back. I am a retail manager and do whatever to make my customers happy even when I don’t think we should refund their money because they are abusing policy but apparently REDBOX doesn’t value their customers. Charging $35 dollars for a cheap DVD?? Are you kidding me! Why would I return one movie the very next day and never return the other? Now I am stuck with a cheap disc that cost more than any Blu-Ray is worth. I will NEVER rent from this horrible company again who treats their customers like movie stealing thieves. And I’m going to make sure to complain until I get the attention of a REAL professional in this awful company.
Dear Mr. Horak,
I am responsible for teacher and staff appreciation at our local high school. We are hoping to do monthly gifts and/or luncheons for our incredible staff. One of my ideas was to give them a RedBox coupon along with movie candy and popcorn. I was wondering if you could give us a discount or donate a certain amount of coupons. We are a public school and have a very limited budget. Any help would be greatly appreciated.
Thank you,
Becky Williams
Was a victim of Credit Card fraud in June and they have direct knowledge that it was under fraud and keep charging my credit card for the disc that wasn’t returned. My credit card keeps closing my card and sending out a new one at each time of billing. I called 2 to customer service and the representative keeps says it’s an automatic billing and will be billed for 26 weeks. I’m now on my 6th new credit card and they keep telling me that my credit card company needs to send them a Hard Decline and they can wipe it out. My credit card company has done it twice already but Red Box does not take action. $32.06 seems ridiculous and it’s been posted on all 3 major Credit Reporting Agencies. Red Box doesn’t care and tells me there is no special department in their corporation that I can talk with directly.
I rented a movie from the Kiosk in Aynor at Speedway on May 31st and returned a day late, June 2nd. I have been charged $31.45 for the movie. I have supposedly spoke to the highest rank who tells me I can not be refunded. There apparently was a malfunction with the kiosk. I asked Speedway if there was a video on the redbox and was told yes. I asked for footage and was told I had to call corporate for information. I called corporate and was told inorder to get footage I would have to have a subpoena. This company, Redbox, is worth millions and to them $31.45 is change, however to a family of 5 it is not. Especially when you are being wrongly charged. Who can help me?
My concern is why would Redbox spend marketing money to promote the movie” Benjamin” as an exclusive when in fact it’s probably one of the dumbest movies I have ever seen. The acting and directing was ridiculously so bad that not sure why it was made in the 1st place. Not a good look for Redbox if you are trying to create original content.
Your service really sucks and to top it off u have people like Juan Marmol working for u . …..
.thumbs down !!!!!!
Dear Sir/Ma’am, I have used RedBox extensively over the past few years, particularly the online website. There has never been a problem. However, your new website is absolutely abysmal. I have tried at least six time to use it to rent a movie, and have had no success. Hate to say goodbye, but this leaves me little option. Frustrated!
I put movies on hold to pickup Friday September 21. When I arrived the box was broken which I called in for repair. The first call was dropped so I called again. Spoke with someone who offered promo codes for my trouble. Tried to rent at a different box and the app wouldn’t let me. We were able to pick up Saturday. Returning early on Sunday. I was charged 2 nights. ??? Called customer service and when I disputed charges I was hung up on. Called and requested Supervisor to be put on hold 25 min. without anyone answering call. Called again speaking with Grace. Told her I was very angry. She has assured me I will be rufunded 1 night. As a long time customer you should know these people aren’t providing good service.
I reserved 2 movies on line to pickup. Got to Wal-Mart to find that the kiosk has been out of order for almost 2weeks. I called Redbox immediately. The gal that I spoke with kept telling me it was my fault. She did nothing. Nor did she care about the fact that the kiosk did not work. My card was charged twice. I called the next day as soon as they opened. Asked to speak with a manager. She refused to let me. Went through the entire thing again. Now they have charged my card 2 more times. (4times total) still not removing the waiting for pickup. I called for a third time, have now been on hold for 45 minutes waiting for a manager. This is absolutely uncalled for. Total unethical business practices. Now i have to call the bank again….then I’m calling the better business bureau. I will never do business with them again and at this point I will spread the word of beware they are scammers!!
I have rented from Redbox several times and he they are telling me there is a problem on my, why all of a sudden is that, hmmmm I wonder, maybe it’s cause you are a giant bunch of scammers!
You totally suck s**t!!!!!!!
REDBOX you suck! Larry’s (my husband) credit card was stolen and some thief used it at your store and didn’t return the video. Your policies have created a nightmare regarding your “recurring” charge even though the card used was cancelled and a replacement issued. Very sneaky of you jerks.?
Larry has spent hours talking with the credit card company and with your representative (at the same time) on the phone and still hasn’t been able to resolve it. I’ll say it again you suck, your policies suck and so does your customer service.
If you have any ethics, you will contact me directly through my Facebook PM and resolve this issue today by someone who is authorized and empowered to fix it. P.S. You have my email, I shouldn’t have to and am not going to “CLICK HERE” to receive updates on my complaint.
@redboxsucks #redboxsucks
I have contacted customer service numerous times without resolution of a double charge for the same movie. I was told it is my fault, although this occurred at the same time using the “on Demand” option at home. Was told I could not receive credit for another movie or credit back. Please contact me to resolve this issue. Thank you
Almost every time I rent a Redbox movie, I am not charged for 5 or more days!! I expect them to charge me the minute I rent from them or within the next buisness day, not a week later??!! REBOX INTENTIONALLY SCREWS YOU
10/14/17
Hello RedBox Corporate:
I’m a huge movie fan, but I am mostly disappointed and turned off by the majority of movie title choices offered at RedBox kiosks. It seems you market a limited genre of films for a specific audience (i.e., horror, murder, violence, space, super-hero, heist, coming-of-age, etc.). Will you ever change up, smarten or improve your offerings?
Below are some highly-rated movies recommended by critics and/or audiences alike. I know you will be offering maybe a handful of them, but maybe will reconsider offering some of the others, too [like Netfix ]?
1. After Love
2. Alive and Kicking
3. American Made
4. Baby Driver
5. Big Sick, The
6. Brad’s Status
7. Brigsby Bear
8. B-Side, The
9. California Typewriter
10. Chavela
11. Dawson City: Frozen Time
12. Dolores
13. Dunkirk
14. Elizabeth Blue
15. Elsa Dorfman’s Photography
16. Endless Poetry
17. First They Killed My Father
18. Florida Project
19. Force, The
20. Free Indeed
21. Gaga Five Foot Two
22. Gerald’s Game
23. Ghost Story, A
24. Girls Trip
25. Good Time
26. Gook
27. Harmonium
28. Hero, The
29. It Comes at Night
30. It’s Not Dark Yet
31. Landline
32. Letters from Baghdad
33. Logan Lucky
34. Lucky
35. Manolo: The Boy Who Made Shoes for Lizards
36. Marshall
37. Marjorie Prime
38. Menahse
39. Meyerowitz Stories
40. My Journey Through French Cinema
41. Nile Hilton
42. Okja
43. Our Souls at Night
44. Paradise
45. Patti Cakes
46. School Life
47. Some Frieaks
48. Spider-Man: Reunion
49. Stefan Zweig: Farewell to Europe
50. Step
51. Trophy
52. Una
53. Unknown Girl
54. Victoria & Abdul
55. War for the Planet of The Apes
fp//
I rented movies from your company in June 2017 and returned them the next day BEFORE 9pm. I have been charged $51.36 in late fees for movies I no longer have! The customer service representative claims they don’t have the movies and have no record of them being returned but I DID return them!!! Now they are saying they are gonna charge me ANOTHER 51.36 before I can get a refund!! What I’m not understanding is the fact that I’ve already been charged and they say they still need to receive payment…. I spoke with 2 different supervisors and this last one “Richard” reference #73342205 was VERY unprofessional and rude and still did not fix my issue!! I stopped renting from RedBox awhile back because your company has unnecessary charges previously and the one time I decide to rent again, the same issue occurs!! I am NEVER using this again unless my issue is resolved!!
bright now and they issued a refund but won’t release it until I pay a remaining balance I don’t owe
I was charged multiple times on my credit card for movies that I had returned the very next day. Almost $40 in late fees. I argued with “Jeff” about when I returned my movies and I could tell i was getting nowhere. I asked for corporates number and he said that their was no corporate but I could speak to a manager. I have now been on hold for 45 minutes. He returned one time to try and solve the issue one more time,( meaning just accept that they stole from me) but I told him I had no problem waiting on hold for a manager. He keeps picking up and putting me back on hold. Its obvious by the way I am being treated and seeing every single one of these customer complaints, that I will not get a refund. I am not letting this go because I cannot afford to just basically flush money down the toilet. I’m so disappointed and highly feel I was a victim of fraud and being taken advantage of. I will never return to this dead end, scam of a company REDBOX!
I am very upset with Redbox. I’ve never rented anything from Redbox but somebody used my debit card I lost and now I have had to pay for a movie I never got. It was charged to my card on 6/17/17 for 14.71 and also on 6/30/17 for 22.21. it never showed up where it was rented just that I was charged for it. Number one I don’t nor have I ever rented movies, further more it’s been close to 10 years since I watched TV since my vision doesn’t allow me too. I’m blind. So please tell me how I owe for a movie I never received. I was told it wouldn’t be taken out but it was and I need that money for my bills. I don’t throw money away for something I can’t use and it’s hard to watch things and enjoy them when you can’t see them. I want a total refund and you re the ones who has to refund it to my card. Direct Express won’t do it so it’s up to you to do it. As I said I have or wouldn’t rent something I can’t see.
Thank you for installing a Red Box at Dollar General in Fairfield Bay AR! I went to a site that had a Red Box Chat and that did not go as planned. ha ha I am not sure if the person/computer understood me (maybe sourced out)? Anyway, I just wanted to give a BIG thank you for installing a Red Box at the Dollar General Store in Fairfield Bay area. I discovered it this summer, when I went to visit my Dad. He is a widow now and previously I would make it a point to check out movies at the Red Box in Clinton AR before arriving at my parents house. Because Clinton is a 30 minute drive away I would keep the movies until all were watched (thus paying additional rental fees). Well, for the past several years I have been sending emails requesting a Red Box to be installed in Fairfield BAy. The last email gave all information as to location, etc. and the fact that this is a tourist area I had hoped that it would be considered by your company. And this I do hope that this continues to do well, as I look forward to getting movies for my dad, each time I visit (I live in AR). Hopefully, I can teach my dad to use the Red Box himself. Thank you, Thank you, Thank you!
The last 2 experiences I have had at your box have been awful but even worse have been the customer service interaction.
After reserving movies online at a kiosk, thankfully I noticed that the movies were not the movies i ordered.
After calling customer service, I was told to return them to the customer service desk @ Publix.
Publix then informed me they don’t take them, I would have to put them in the box.
After doing so, I called back customer service.
They told me that had duly noted my account and refunded the charges.
Imagine my surprise, when a month later a charge for 38.16 appears on my CC statement.
After rehashing the whole previous experience i am then told that i can have a partial refund because I was credited at the original time…
Yes, I was Charged at the original time AND then Credited what I was charged.
SO now that I am being RECHARGED amount for movies I returned the same day, I am not entitled to a REFUND for these NEW charges ?
That is incorrect and unacceptable, I will need a follow -up phone call on this matter from someone who understands basic customer service and how to resolve a problem with some couth and respect….
Thank you,
Lisa S McKenzie
I QUIT ,CANNOT UNDERSTAND ,THOSE PEOPLE INDIANS,I WOULD WISH , KEEP THESE JOBS IN UNITED STATES OF AMERICA ,BY OUT SORCING THESE JOB ,CUSTOMER SERVICE SUFFERS. THE “PRESIDENT, DONALD TRUMP,HAVE IT RIGHT,KEEP JOBS IN U.S.A.”LOST ON TRANSLATION.”06-26-17,THERE FOR,I’M NOT RENTING ANYTHING “REDBOX”,I JUST USE AMERICAN COMPANIES,HERE IN UNITED STATES
DATE SENT OF THIS E-MAIL 06-26-17 TIME 10:35E.S .T.
To: Galen C. Smith, Pamela Smith, Mindy S. Herman
Regarding: Business Idea Weekly TV Programing on Memory sticks bought at local Grocery Stores…#BLOCKBUSTERMOVIESTICKS
I came up with this business idea that has the ability to go Viral in the market place…
Instead of paying for cable or satellite you can go to your local grocery store and buy a weeks worth of selected programming on a memory stick.
It could be called BLOCKBUSTER MOVIE STICKS.
Please contact me I have additional ideas towards this proposal.
I am located in the Denver Area.
Mike Mino 720-495-XXXXX
buyer at umsurplus.com
Is not my second time that I have had problems with your Redbox customer service people being charged multiple fees for movies that had been returned the very next day and they’re still taking money out of my account and when you ask to speak with a supervisor they hang up on you you call back that hang up on you again and then again for a third and on the fourth time now all I wanted to do was speak with the supervisor supervisor to be told that I would have to contact the corporate office so I called the corporate number that is listed to get no answer you guys need to fix your issues and after today I will never use red box again and I will be reporting you to the BBB as well
Dear Mr. Horak,
Please know that my bank account has experienced fraud twice after using your redbox in El Paso, Texas. After calling your customer service department overseas to resolve the problem of fraud on my personal bank account. All that has happened is I’m put on hold until the line drops. Facebook, Twitter, and other social media nowadays is a powerful tool to get messages across. Your BBB rating is another area our issues with redbox can be posted. I would hope you are interested enough to help your customers with their issues.
Cordially,
Mr. Castillo
SOME ONE PLEASE CONTACT ME TERRIBLE CUSTOMER SERVICE AND CANNOT GET IT RESOLVED CUSTOMER SERVICE HUNG UP ON ME 3 TIMES AFTER PUTTING ME ON HOLD.KEN 617-285-XXXXX
I am so disappointed and frustrated with my experience with Redbox yesterday! Yesterday I went to the website and reserved two movies for Kangaroo Express Outdoor movies Kiosk B. When we arrived at the Kiosk, it was not working and wouldn’t give up the DVDs. We manually asked for the same movies at Kiosk A, next to it, and got the movies we had reserved. When we got home, we called Redbox to make sure that we weren’t charged twice. We waited 25 minutes on the line to talk to someone. The customer service rep, Eugene, said that he would issue two movie credits to take care of the balance. He did not speak English well and was hard to understand. I told him I didn’t want credits but wanted my balance cleared and I understood that that was why he was entering the credits.
Today I see that the credits are not in my account but awaiting my rental of two more movies. I don’t want to rent any more movies, but to use the credits toward the two movies that still show that they are awaiting pick-up and clear my account. I called Redbox customer service back again tonight, waited 15 minutes for a rep, who then told me that I have to rent again to use those credits. She did not speak English well also and was not helpful with clearing my account. This is a rip-off and a scam, since I don’t want to rent any more movies but just want to clear my account. She had me wait five minutes for a supervisor to come on the line, but then she came back and said there aren’t any supervisors who can help me. She said there is no email customer service also, so basically there is no way to clear my account except to rent more videos and waste more of my time! This is very poor customer service and not in good faith!
I then waited in the chat line. It said that I was Number 2 in line to chat and that I would be connected in 16 minutes. I have been Number 1 for over 20 minutes now and have been waiting for over 30 minutes total. I wanted an English-speaking person to clear my account. I talked to Ric, who said my bank card will be charged tonight and then he will refund it. He didn’t offer anything for the 45 minutes I have had to waste in clearing this up. This is very poor customer service. I don’t plan to use this service again. You have no listing for email customer service or anywhere to contact the company with complaints. Obviously you don’t care about them!!
We live in Fort Dodge, Ia. and there use to be 1 main Redbox on the north side of town. It was always extremely busy and of course they took it out. Now you have to drive clear across town to rent one. This is extremely ignorant if you want a good business, but the biggest problem is the condition of the DVDs. I use to ignore this, but starting today, if my wife wants to rent these, then I am reporting all the ones that are scratched, freeze up, etc…I’m not driving clear across town for a movie your lucky to see half of. When you do report the problem, the employee on the other side of the phone has trouble speaking English, and that just makes matters worse. Something has to get done. Hopefully, maybe they’ll read this and try to correct these errors.
Woke up this morning and check my bank card and noticed that I was charged $54 from Redbox. Called customer Serbians they stated there is no proof that the 2 movies were returned. I retired the movies 2 days after renting them. I need someone to contact me asap to get this matter resolved because I am not paying $54 for movies I don’t have. This company is stealing from me and I will take further action of need be. I hope and pray someone contacts me.
I’m seriously done using Redbox!! They are taking money off my card when I didn’t even rent any movies! From what I’ve read I’m not the only person they’ve made fraudulent withdrawals from!!
There customer no service line sucks / had a issue with a movie followed the instructions to get bit corrected was given a credit / returned the bad movie / and was charged anyway / contacted RB chat ( Elmie ) and was treated like crap no help at all / contacted my bank and was charged twice for one movie / if this is a practice they follow then I’m never using them again
I want someone to contact me about the way I was treated / there’s no reason for the people supporting your business to be treated like crap / remember without us you have no business!
Mr.horak I had rented 3 movies from one of your redbox locations. I had them for a few days and I had checked my bank statements and I seen that the money had came out for the movies. Then I checked my bank statements a few days later and was charged 2 more time and 3 movies at $1.20 a night. I figured $20 to 25 dollars but instead I was charged 58$. I contacted customer service to be greeted by a rude employee wouldn’t answer none of my questions. I asked y 3 charges an all 3 were more than the last . One charge was 21$, 17$, and $19 for 3 movies. The lady that was I wouldn’t call it helping I’d call it being rude and that is where I draw the line when it’s her job to help people understand the charges. So I want to know what is going to be done about this poor, rude and sorry customer service and the charges to my bank account not yours to just go in and take what you want. I would like some that knows how to treat customers to contact me so this can b resolved. I don’t want no more or no less than what is owed to me. If I’m right there is just more than myself having the same problems. If you can’t respect that I’m emailing you this so it can be resolved. I hope we can settle this respectfully. If you decide not to contact me so I can get some understanding I’ll just let my good friend at fox 5 news get me some understanding cause last time I reached out I was greeted with rudeness and disrespect an if you want me to have respect for you or anyone that I talk to then I want the same curtesy thank you
Mark Horak
CEO Redbox
Dear Mr. Horak,
I want to let you know that I would rent more movies from Redbox, but you ever increasing online PASSWORD requirement have now become a deterrent to me the customer. Not sure why since I must have the card to pickup a rental.
I have Netflix and Amazon Prime…too!
kwc
To Mark Horak, President RedBox
I love the convenience RedBox and the rotation of movies. I just shut off my cable and was planning on renting movies from RedBox on a more frequent basis. Since this was a new experience for me, I thought that like most other movie rentals, they need to be returned the following day to avoid a late charge. Unfortunately I was unaware about your 9pm rule. I was charged a total of $9.54 for 2 movies! I returned them 45 minutes too late. Since I was still unaware of your policy at this point I decided to rent AGAIN 5/24 another movie and make sure to have it back in 24 hours (bc now I assumed since it wasn’t the next day you must have 24 hours) and once again I return the movie, I thought on time, but again I received ANOTHER late fee and paid $5 for a movie. I apologize for not being aware of the 9pm rule but I feel that I returned the movies in a timely manor. When I called to asked why my account is being overcharged I felt the employee was not understanding and made me feel stupid for not knowing the 9pm policy. She gave me a “free rental” but I will not be using this company any longer. I think there should be some type of wave for your first late movie and have it doXXXXented the customer is now aware of your policy. I know your a multimillion dollar company and my money will not effect you, but you should treat your customers, especially NEW ones with more understanding. The employee I spoke with was named MIldred. I will no longer be using RedBox, not because of $15 but due to POOR CUSTOMER SERVICE and lack of respect. And from the comments and reviews listed I am not the only ex customer who feels this way.
Thanks for taking the time to read this.
I rented 4 movies from redbox on 11-21-2015. I did 2 transactions & 2 of the movies was suppose to be free. So tax & all the total was $1.64 each. A way I returned them the next day 11-22-2015. I looked at my bank account & was charged over 10.00. I called & spoke to a lady & explained situation & she hung up on me & said I had rented the movie on the 20th. That is not true. I told her to look at her calendar & she hung up on me! Then they will not let my number call back. Like they blocked my number on redbox! This is crazy!! I’ll never rent a movie from Redbox again!! I’m DONE!! Thank you for nothing!!!
I just had the worst experience with a customer service representative from red box. I must say this was truly ridiculous! On 9/26/15 @ 2:55 pm I spoke to Nelson Lopez Id# 3001018 who proved to be the crudest most demeaning and combative supervisor I’ve ever spoken with. Nevermind the original dissatisfaction that caused my call, once Mr Lopez was involved there was no assistance expected.
I called in regards to a change on my account 9/25/15 forI just had the worst experience with a customer service representative from red box. I must say this was truly ridiculous! On 9/26/15 @ 2:55 pm I spoke to Nelson Lopez Id# 3001018 who proved to be the crudest most demeaning and combative supervisor I’ve ever spoken with. Nevermind the original dissatisfaction that caused my call, once Mr Lopez was involved there was no assistance expected.
I called in regards $14.45. I haven’t used redbox since August because the last time I did i got two charges for twenty plus dollars. Both of these caused overdrafts. With payment and fees I paid about $125 for four movies. I paid this and moved on. But now a month later I’m being charged again and this is going to cause another overdraft fees because it was unexpected. The only explanation I was offered was “it was pending”… “redbox has been trying to take it every week but you didn’t have the funds” and “you did pay anything the first time”. None of these makes any sense. All previous charges went to my account, why not this? Where was this pending for a month? Because nothing showed on my account until now. Which incidentally is the only moment that my account went low since the original ffiasco. And lastly how was I changed for payments that weren’t made? I was forced to cancel my debit card because of this. I simply can’t stand for being swindled again.
As if this situation wasn’t frustrating enough the person charged with assisting me with my concerns was completely disrespectful! There is no way that this man’s position holds any value to him. I’m certain that this call can be retrieved and evaluated. Once you have done so I’m sure that you will agree this is not the perception you would like your employees giving of your companies ethics. Since I was advised by Mr Lopez that “he was the only person I could speak to” in regards to my concerns, i am determined to send this e-mail to every cooperate executive down to the lowliest of employees until this matter is addressed. I feel that despite to problem your faced with, as a customer service supervisor you are required to conduct yourself with a modiXXXX of professionalism or change profession.
THE ABSOLUTE WORST CUSTOMER SERVICE EVER!! I called this morning, the lady was difficult to understand was not helpful in the least, so I asked to talk to a supervisor and instead of transferring me to someone, she immediately hung up on me. I called back and the gentleman wanted to try to help before giving me a supervisor so I went through everything with him again and wasn’t getting anywhere so I asked again to be given a supervisor. He put me on hold saying he would check for a supervisor, and came back saying they were all busy on the phones because they had a high call volume. I told him I would be happy to wait until one was available so he put me on hold. He came back on the line several times while I was waiting telling me that they’re still busy and that I should just call my financial institution instead. But I informed him that I have more than one line and was already doing that but still wanted to speak with a supervisor over the poor quality of service I was getting. He kept me on hold for a supervisor for 30 minutes and then when I told him I had all day to wait for one, he hung up on me. I called back AGAIN, this is the 3rd call, and got someone who was super rude, gave me a fake name, and then when I asked to be given a supervisor he first told me they were on the other line and when I said I would wait, he told me that there were NO supervisors in the building yet. That was a LIE. So I pushed it further and asked to talk to someone above their office, preferably in the US so I know it would be daytime hours and someone would be available. He said he was transferring me to another department but instead, hung up on me. I called back a FOURTH time and got a lady who actually transferred me to a supervisor. I spent 3 HOURS dealing with them, was hung up on 3 times, and LIED to repeatedly! I finally got online and talked to a “Polly” who asked “Anything else?” and I said “Yes… I haven’t gotten anything that I need…” and she just disconnected me. I’ve now got in touch with the CEO Mark Horak’s office and should be getting a call back soon. I WILL NEVER, EVER rent from a RedBox again. I want all of my credit card info as well as my husband’s and our personal information removed from your system and I do expect at minimum an email (an actual letter would be better) stating that all my information has been removed. That way if another random charge shows up like it did today (which prompted my initial call) I will have grounds to sue.
To Mark Horak, President RedBox
Dear Mr. Horak,
Thank you for have two employees who go the extra mile to help ordinary customers like me. Please thank Darlene Zimmerman, of the Oak Brook office, and Rita Rodriguez, of the Pasco,WA office, for their outstanding service to me. I hope you contact both of them and hear first hand their stories about helping me… start with Darlene as she directed me to Rita and all is now well with me.
Sincerely,
Paul Zimmerman
Call if you have time: 5409-280-****
Mark Horak
CEO Redbox
Dear Mr. Horak,
I just want to take a few minutes of your time to complain about my recent experience with trying to order a movie on-line and the hassle or inconvenience causing me to cancel using Redbox in the future. I rented the movie “A night in old Mexico” today using your on-line reservation. I drove to the Safeway Redbox on Granite Drive, Rocklin, CA. right after I reserved the movie to find the kiosk was out of order. I tried calling the number on the kiosk and after a 12 minute wait, a woman answered. I explained I reserved the movie and could not get it as the Kiosk was out of order. She said yes, it has been out of order for some time. I asked why would you let me rent/reserve on-line knowing it was out of order. She told me they don’t stop on-line orders but could offer me a credit. I explained I drove down here, waited 12 minutes for someone to answer the call, and all I am being offered is a credit. It cost me a gallon of gas, about 1/2 hour of my time, and Redbox knew the kiosk was not working. Seems with the technology knowing the kiosk was down, you should be able to prevent customers from reserving and taking the time to go get a movie that is not available. Then on top, she said if I take the credit, I will be charged for the movie which I can’t have. WOW, my time and trouble should be worth more than a refund or a credit. Probably spent $4.00 in gas to drive there and back. Not to mention my time and waiting on the phone which all could have been avoided if someone shut down the kiosk so customers could not reserve movies. Yet the simple answer is we will refund the $1.20 or give you a credit. NOT GOOD CUSTOMER SERVICE….I will be checking into Netflix. But if I were CEO, I would be taking steps to correct this before I lose any more customers.
Sincerely,
Ken Smith