LoveFilm are getting on my t*ts

Its a disgrace. I called last week to cancel at a time when i thought it would be reasonably easy to get through, about 2015 on a weekday evening. I waited in a queue for about 5 miuntes constantly listening to a recording of a woman telling me my call would be answered in less than a minute, yeah right! Then suddenly the line went dead and i was cut off. So i call again, after 3 minutes same thing happens. Third time i get through to an Indian chap. By this time i was extremely annoyed at having had to call in the first place and obviously being cut off also. I tell him its not acceptable to have to call a national rate number to cancel, when it should be an option on their site, he fed me some gobbledygoop about how they wanted to explain to people about the ins and outs of having to return all discs before the sub was officially cancelled.

To add insult to injury i asked him if he could send me a letter to confirm my sub was cancelled as i have bad experiences with online DVD rental companies in the past taking money after cancellation. This much i told him but he said no they couldnt do that and when i chellenged this he kept repeating some kind of script about how this wasnt their procedure.

I am glad i have left them. They couldn't care less about customer service. :(
 
dvRAB365 are the worst of all them I've dealt with. Love film were ok for my free trial, so signed up with them for their 3 for one offer today.

dvRAB365 have the worst customer services I've ever come across. Ever. Took money out of my account when they shouldnt have and now have not replied to any of the 6 e-mails I've sent them. If I can get 15-20 dvd's out of Lovefilm a week I'm happy as I dont expect any more than that.

I'll update on my lovefilm experiences in a week or two but would urge everyone to check very carefully what you pay dvRAB365, Cowboys IMHO.
 
i was with a company a couple of years ago and
they were hopeless, there was sometimes a
5 or 6 day gap between the date I knew they received the old disc and the date I finally got the new one.
That promise that they sent out a new disc on the day they received the old one just was nt true.

Then Love film took over and I found that they were great Id send a disc back monday and get a new disc wednesday

(this was 2 years ago of course.. hope they are still the same today )
 
I've sent the letters and emails that I was supposed to (Lovefilm and Information Comissioners) - won't go into any details in case this gets removed.

So I guess I'll have to wait and see if I get a response. If I do, you lot'll be the first to receive the news!

Also, I have obtained this address for Lovefilm:
Online Rentals Limited
Unit A5, Harlow Seedbed Center
Harlow
Essex CM19 5AF
Phone: 01279 429049
Fax: 01279 429559

I know they have moved, put have they just relocated their warehouse and kept offices in Essex? If any of you want to write to them no doubt they'll have a postal redirection in place.
 
My subscription is over soon so I don't think I will be bombarding LF with any more of my emails. They clearly don't believe in customer satisfaction and probably know I will not be renewing with the amount of emails and complaints I have sent them over the past few months.

Only thing we can do is communicate our experience with this company to disuade other users from making the same mistake and joining them.
 
What happend to the user Fadger, who came on here the other day saying the boyfriend of the Customer Service Rep was giving him threating phone calls for complaining about lovefilm ?

Fadger if u r out there, do update us !!
 
I've still not received one film despite joining last Tuesday (and getting "sent" emails on Saturday and Sunday night). I know the call centre is in India, is that where the DVD comes from.

I knew I was going to get bad service from LoveFilm in this 3 month trial but they are sooo brazen in not despatching in a timely manner, are they suprised nobody will join?
 
I am with Tesco which I am more than happy with - good rates, DVRAB usually by return and always from the top of my list - so I'm not complaining but the last DVD I got had a LoveFilm logo on it, have they been taken over/always run Tesco? Or do they buy each others old DVRAB?
 
Customer Services do get a lot of stick, granted. But that's part of the job. Making it personal takes it one step too far and shows complete unprofessionalism. And as an ambassador for the company they are setting a very bad example.

If you cannot stand the possibility of abuse, why work in that industry? And why endanger your own job with one silly incident?

At the end of the day you have to take the rough with the smooth. Business is business, never personal.
 
Never had a problem with Lovefilm?! not slow or anything at all?

I am thinking of cancelling now with Love, and joing blockbusters till they start to slow down.
 
I'm getting very concerned about this company. I have just received notification that another disc has been despatched - great!!!

One problem though - today I posted back three discs in one envelope. Being on the 3 disc package I'm not due any more discs. Checked my account it they've marked one of my discs as returned.

This is not a problem for me, I'm getting another disc nice and quick. My concern is that a disc has been returned and allocated to my account by mistake. Now there's probably some poor customer getting irate because the disc they've returned is marked as outstanding.

Useless company!!!!!!

Incidently I'm still awaiting a reply to a question I asked - 2 WEEKS AGO!!! Anyone had a delay this long?

As their site says:
"Email backlog
Due to the recent changes to the website, lots of you are emailing us and we are busily working our way through your queries. We will be responding to you shortly. There's no need to send us another email, we will come back to you as soon as possible, and thank you for bearing with us during this time."

Surely it should state:
"Due to the huge amount of customers complaining at our shitty service we are busily working our way through your queries. But really we can't be bothered and are happy to sit on our arses taking your money and sending you a disc every other week or so. Thank you for giving us all your money, you mugs!"


I wish they'd hurry up and send me the few discs I want that I can't get hold of through Blockbuster so I can finally cancel!!!!
 
I post the email below from ScreenSelect for your info... SounRAB like a written contract to me...


Dear William,

Many thanks for your equiry.

We promise to dispatch discs to you within 24hrs/1 working day of the receipt of your return.

I hope this email has been helpful and should you have any further questions please do let us know.


Kind regarRAB,
Jacinta
--
Customer Services
ScreenSelect Ltd
The new way to rent DVRAB
www.screenselect.co.uk
 
I accept your point but I don't know if it's factually correct - in fact I give that as much kudos as LoveFilm's own '98 per cent of customers love us' claim. However, everyone that I know who is with LoveFilm are happy with that they're getting. I accept there will be many people who aren't though - that's life, you can't please everyone.

Although there are clearly a number of people who aren't happy, nobody can deny that, I think to suggest that overall there are MORE than those customers who are happy is a bit of an assumption. I think it would be more accurate to say the complainers ON THESE (and other) BOARRAB outnumber the supporters.
 
In the US, Netflix operates a policy called "Throtlling". This basically means that the faster you return movies, the slower the service you're likely to receive.

Below is an e-mail from one of NetFlix customer service reps:

In determining priority for shipping and inventory allocation, we give priority to those members who receive the fewest DVRAB through our service. As a result, those members who receive the most movies may experience next-day shipping and receive movies lower in their Queue more often than our other members. By prioritizing in this way, we help assure a balanced experience for all our members. Those that rent a lot of movies get a great value and those with lighter viewing habits are able to count on our service to meet their limited neeRAB.
 
Instead of spending all that money on renting, I prefer to buy my films, or, joy of joys, record them as from Friday on my Sky + box :D
 
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