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3.0 145 Reviews

Redbox Complaints Summary

71 Resolved
74 Unresolved
Our verdict: Dealing with Redbox, which has an average resolution rate, requires some diligence. Research their service in depth and read a variety of customer reviews for a balanced view. Approach any customer service interactions with detailed and well-prepared queries to facilitate a better resolution process.
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Redbox reviews & complaints 145

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12:14 pm EDT
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Redbox unauthorized charge of over $25

I rented one movie on July 19, 2010 and returned it on July 20, 2010. First I was charged $1.25 for a $1.00 rental then they fixed that. On July 21, 2010 I was then charged over $25.00 by RedBox. I had not rented any movies from them and they over drew my account. They said there was nothing they could do until the refund posted and it wasn't their fault that I received an overdraft. They didn't care that I needed that money to put gas in my vehicle to get to work, or care that I would be unable to get to work. They didn't care that they embarrassed me. I am filing a class action law suit against them for unauthorized transactions to my account.

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complin'americans.
, CA
Sep 11, 2010 9:21 am EDT

On july 22nd redbox refunded the $25.00 charges as well as the initial night charge ($1.00) back to the account, and actually they also provided compensation for over draft charges, all it would've taken is you asking about it and you would've gotten a fax number to fax your billing statement to and from there redbox would've paid for any overdrafts caused by them. I'll bet you anything that lawsuit never happened. Over $25.00? If you couldn't afford your gas and are freaking out this badly over $25.00, you really think you'd be able to afford a lawsuit?

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2:48 pm EDT
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Redbox bad dvd

So I decided to check this RedBox out and got my movie.. Went home to watch it and it wouldnt play... I looked at the DVD and it was all scratched up so I called RedBox and it took me 15 mins just to get someone to answer.. When they did they were nice and gave me a promo for two movie rentals. So I took this DVD back and got another DVD.. Some movie though.. Well to my surprise it was the same DVD because it wouldnt play at the same spot... They put the DVD back into rotation at the very top so the next SUCKER! can get it... Never will I use this RedBox again... Remember...U GET WHAT YOU PAY FOR!

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crazygirl
Kingman, US
Jan 26, 2013 1:47 pm EST

i think red box is awesome. i have netfilxs also, and redbox has newer movies sometime. if you get a bad dvd follow the direction on dvd cover. saucebaws must be a blonde or just stupied. sorry but OMG get ###ing real. 100's of people rent these.your about to encounter people that don't respect these. or have small children that chew on them while mom &Dad watch a different movie. if i was Redbox CSR i would block people who ### and then turn around and rent again. boo hoo i didnt get to watch a movie, boo hoo get the hell over the me me me crap. i love you guys, cheaper then hastings, blockbusters, i enjoy you. thank you for making it affordable for us working people...

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saucebaws
somwhere, CA
May 09, 2011 12:34 am EDT

so angry over 1$ movie rental? i think you need a new hobby son..and the fact that you got 2 free movie rentals out of it?and you still ###? LOl i gues the complaint board is the place for you.

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rocky galati
Chicago, US
Mar 06, 2011 2:41 am EST
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i rented a movie i didn't really want to see because the movie i really wanted was not available for the 2nd week. then the movie that i really didn't care about would not play, and it jammed my dvd player and took me a while to even get it out. i tried to clean it and found it had many scratches and dings and when i tried again to play it i went through the whole fight to get it out again. so i lost about a half hour trying to play it. i went to the website and fought with the help menus (just searching 'bad dvd, ' dvd won't play, ' 'doesn't work' did not bring up the info needed). after another 10 minutes i finally found the answer, call redbox. after 20 minutes on hold of annoying redbox advertisements someone took another 15 minutes of my time after i asked them to handle it quickly as possible. they offered me 2 free rentals which were only good for 45 days or my money back. i took my money back. including the 15 minutes it took to go to the store and take out the dvd, and 15 to return it...i am out about 2 hours for nothing and did not get to see a movie on saturday night like i had planned. i won't be renting another movie from redbox soon. THEY SUCK! they should have given me 2 free rentals AND my money back AND kissed my ###.

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RedBox CSR
, CA
Aug 26, 2010 4:01 pm EDT

When a DVD is marked unplayable, it's taken out of circulation. The machine does take several minutes to process that. And you were told that when you were told to return it. The customer is told to rent another copy befiore returning that one.

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4:49 pm EDT
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Redbox false fees

Returned a movie to a different RedBox, they showed was not returned an charged me $25. Two days later my wife got charged $50 for two movies the did not show returned at the same machine. The customer service people insist there is no way whatsoever the machine could have an error. I recommended a physical inventory, but they insist the machine could never ever make a mistake. They insinuated we kept the movies, and only refunded half of one of the $25 fees. I am going to BBB next, then Attorney General after that.
DO NOT USE REDBOX, they rip you off!

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randomperson2
Beverly Hills, US
Aug 09, 2010 7:10 pm EDT

Actually, they charge the first day right away and the additional days not until the movie is either returned or after the 25 day period. Check it on www.redbox.com under 'help'. It's in the top right corner. :)

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Cragar
, US
Jul 14, 2010 6:36 pm EDT
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If you don't return a DVD by its due date and time your charged $1.00 + tax a day up to 25 days then you own the movie. Each day you would have seen a $1.00 + tax charge on your account until the DVD is returned. There has to be more to this story.

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11:52 am EDT
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Redbox charges after I returned movie

I went on vacation to Pigeon Forge, TN and tried Redbox (for the first time) at a Krogers. We returned the movie the next day. I subsequently got a charge for 5 nights. We were actually back in FL so it was impossible for us to have been late returning the movie. Anyway, they gave me a credit but the line level customer service was not good (the Supervisor was better). Just note, there is a flaw with the machines. Be careful. I doubt I will use Redbox again.

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RedBox CSR
, CA
Aug 26, 2010 4:07 pm EDT

If you sign up for reciepts, you will never have a problem with redbox. The machine sends you a reciept everytime you return a movie, and I have never come across someone who got charged despite recieving a return confirmation email.

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10:19 am EDT
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Redbox vulgar markings

I rented a movie from a Redbox kiosk located at a local King Soopers (Kroger) store and was appalled when I opened the case to discover extremely graphic and vulgar markings inside, likely from the last renter. Had my 13 YO daughter opened the case I would have been filing a lawsuit against both Redbox and Kroger. Unlike Netflix, Redbox has no means to prevent this and many other problems e.g. scratched or smudged DVDs (which happen often). I am going to personally pressure my local store to remove this kiosk.
(Note: I did take photo but am not at my home computer)

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RedBox CSR
, CA
Sep 10, 2010 3:12 pm EDT

You know you have too much time on your hands when...

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shepmom
, US
Jun 25, 2010 1:36 am EDT

Lawsuits and trying to have the machine removed because of some dirty words? Seriously?

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6:46 am EDT

Redbox sad and disappointing result with no attempt made either to listen attentively or resolve the problem

I contacted Redbox after an unsuccessful attempt at entering a free rental code received on my cell phone at one of their Redbox stations. The code was still in effect at the time and I had it ready to recite to the customer service representative. It was a simple request.

However, after speaking with David and then escalating to Dallin, in Seattle, I was told that they had no intention of helping me. A very poor customer service ethic was in evidence and it was almost as if they were "tag teaming" the consumer to prove that they could be right at the risk of losing a customer. Very poor communication skills and no knowledge of consumer advocacy and retention. Mitch Lowe needs to know about where he is failing his consumer base.

Sad and disappointing result with no attempt made either to listen attentively or resolve the problem!

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just1ce
Norfolk, US
Oct 16, 2010 7:53 pm EDT

Hey Redbox CSR; why not respond to this one?; the one of many (and most likely only a fraction of the consumers that actually have the same issue)

Redbox DVD Rental — unauthorized charges

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1) Redbox overcharges in hopes of no consumer backfire.
2) Redbox delivers poor product; blames consumer for issue.
3) Redbox has extremely poor customer support.

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RedBox CSR
, CA
Aug 21, 2010 5:02 pm EDT

I know Dallin... He has no intention of not helping you. What does he gain from that? The reason you didn't get a new promo is because you called after the promo code expired. That's your fault. Not ours.

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2:05 pm EDT
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Redbox patrick (supervisor??)

50 days ago, I returned 2 movies, one was rented from a local Red Box, and the other was rented from the local DVD Play machine. I was not aware of it, but the dvds were switched in the cases, and when I went to the Redbox first and put the movie in, the return was accepted, and I then went to the DVD play machine at the other location. When I attempted to return the DVD Play movie, it kept rejecting the movie with the error it "was not a DVD play movie"

I then called DVD customer support, and the tech said I should have returned a different movie, and that the one I was trying to return was no the one rented on my account. I asked them how to get the movie out of the redbox machine, and the tech said to call redbox customer support, and that however many days I was later charged, that DVDPlay would be willing to meet me halfway on that charge. I was impressed with DVDPLay...well when I called REDBOX...lets just say that after 50 days, 6 frustrating telephone conversations, a total of 45 minutes on hold, and a small aneurysm later Red box's own Super jerk Patrick, who is supposedly the highest ranking supervisor at his location, tells me "he is sorry, but there is nothing he can do for me in this situation"...no "I apologize for the mixup on why we have never located the movie, or how about some free promo codes, or we can credit your account, no nothing but an agravating "I'm sorry there is nothing we can do" I then called backl DVD Play, who found this unbelievable too. That a "larger" company such as RedBox would seemingly be so uncaring to their loyal customers. I say "loyal", because between my entire family (brothers and sisters), we used to rent approximately 100-200 movies from them a month (I have a large family). Poor Patrick...thinking he is being a good "company man" and squeezing a lemon to get lemonade...little does he know who my uncle is...oh...its not going to be good for Patrick, and expecially for RedBox, when he gets this...Lets just say he is Federal HEadhunter of sorts, that goes after companies that practice unfair consumer trade practices.

All this coming down the pipe to redbox...for a measly $26.83 that I was charged for my own inadvertant error.
Feel especially sorry for young supervisor patrick, because when the wave of this gets to RedBox corporate...and all of the trouble this type of unfair consumer trade will cause them...poor Patrick will be demoted or l"let go"...Patrick...or employees like him...USE YOUR HEAD...COMMON SENSE...Was your job...your companies future worth it?

American Business has got to start doing better customer support...follow-up on their employees, and listening to customers, instead of reading prewritten, speeches, or saying what they are trained to do...deny deny deny

America is FED UP, and some of us HAVE VERY POWERFUL GOVERNMENT CONNECTIONS! ;-)

Oh yeah...I called DVD PLay back, and they credited me 13.42, and gave me 10 free rental promo codes...and they are out a movie...what can you say about a company like that.>>BRAVO DVD PLAY...youve got all my future business, as well as my families now!

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turkey
Perrysburg, US
Jan 24, 2011 5:45 am EST

I worked for a Red Box distributor. They sucked. Worked you like a dog in 130 degree heat, for a lousy eight bucks an hour. Cheap ### labor. And the Red Box machine at Walmart is cheap also, only works about half the time when returning a DVD, and they never have the movie you want. GO NETFLEX!

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mannit
earley, GB
Dec 25, 2010 8:35 pm EST

Your story does not make sense. After you returned the 'dvd play' movie into a Redbox, YOU STILL HAD THE REDBOX MOVIE THAT YOU COULD HAVE RETURNED TO REDBOX. So, you could have gone back to the redbox and returned their movie (the kiosk dispenses empty cases). But it appears you did not - so they charged you.

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Humandinuke1
Chilliwack, CA
Jul 05, 2010 12:53 am EDT
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Right off the bat, I don't care where the hell you went to school. You could have a degree in astro physics and you can still make dumb mistakes but you just openly admitting to putting them in the wrong case and returning them so how is that redbox's fault?

And on the subject of asinine assumptions I'm actually 20 years old and a supervisor at my technical support center and I make pretty good money working 14 hour days on average and if YOU actually read what I posted then you would see that I have had previous experience with redbox and I have made dumb mistakes (let promo codes expire, reserve at wrong location, etc) and I understand if they say they can't do anything because it's my mistake. It's like if you rent a car and lose it and ask for the money back. They would laugh in your face and show you the door. Same thing only on a much smaller scale. Redbox does not have their product because you returned it to the wrong box in the wrong case so it's understandable if they don't/can't cover that charge.

And no, my mom has never made that mistake. She knows better than that.

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George W'
sagamore beach, US
Jul 02, 2010 11:18 am EDT

Hey [censored]...learn the facts before commenting on a situation, of which you have NO CLUE about!

If you have rented with RedBox, AND with DVD Play and havent gotten the two mixed up, (now we are not talking about mixing up the cases and putting a black DVD PLAY case in a REDBOX, you idiot...we are talking about mixing up the DVD's (which 90% do not have any type of marking on to distinguish them from one another),
and placing them in the wrong case, and THEN into the Machine.
Yes we can all read in this family, and to further your asinine assumptions...I'm actually an MIT Grad, (with Honors, not that you understand what that means), and my wife Graduated from Harvard, with an MBA, so assuming that we are a couple of uneducated Hicks... is your SECOND mistake!

It's uneducated 40 yr old, unemployed slobs like you, that sit in front of their Mom's Computer all day, and post stupid comments, about an issue you have not read, nor have any obvious experience with.

Why don't you ask your Mom if she has ever mixed them up when she has rented movies for you.

That, or its YOU Patrick, or a family member on in his defense...;-)

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Humandinuke1
Chilliwack, CA
Jul 02, 2010 9:08 am EDT
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So because you cant read the words on the front of a giant box that says either "DVDplay" or "redbox" you expect redbox to cover your ###? Ive had no problems with redbox in the past and in this situation I can understand. They lost a product and in the 50 days that it was gone they could have rented it maybe about 25 times therefor that 25 bucks is valid. Learn to read and then maybe start renting movies. Its not their fault so step up and quit asking companies to cover your ### when you make a mistake.

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4:05 pm EDT
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Redbox overbilled!

Redbox overcharged me for a DVD ("Sherlock Holmes"), stating I had kept the movie for 10 days, when in reality I had only kept it for 2. I called customer (no) service immediately after discovering the charges, and they offered me two free movies, which I declined. I will not use there service again. I'm sure 99% of the time, it works well, but beware for overcharges!

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saucebaws
somwhere, CA
May 09, 2011 3:53 am EDT

you should have put you email adress in the redbox to get email recipts
then you would have had proof that you rented then returned the movie on that date...lol use your brain. and as for the 2 codes...free stuff is awsome i would have taken them

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asilkybush
Vancouver, US
May 09, 2011 3:50 am EDT

when you do drugs, its easy to forget how long you've kept a movie out for. i can contest to that, because being in love is like living in a fairy tale. and when your chasing dreams all your life then its easy for one day to drift into another, and another, and another. But thats alright. Ive come to terms with Dustin being married, and to be honest, even though he said he was single I had felt that someone so alluring couldnt have possibly single, the good ones are always taken : ( .. siiigghhhhh heres to you dustin

cheers.

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4:24 pm EDT
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Redbox billing error/additional charges

I work the graveyard shift and pretty much sleep during the daylight hours, so going to the video store is never convenient. I had Netflix previously but didn't really rent enough to make it cost efficient, so a friend recommended Redbox to me. Being a dollar a night and a pay-as-you-rent 24 hour kios, it was ideal. I made my first rental for four dvds and all was well. Returned them the next night, following all prompts, and saw the 4.12 charge the next day. All is good.

Except that a few days later, I see another charge. This time for over 25 dollars. I call Redbox, and after a long wait, speak with a rep who tells me this is b/c I didn't return the videos until a week later. What?! I explain what happened, but she then goes on to say that it's impossible that I returned them when I did because a tech checks each box each day and manually checks in any dvds that get "hung up" in the system. She also checks and sees that none of them were rented out during the time they said I had them. I request a supervisor. I explain to him and emphasize how this was my first time ever using the system and I'd be glad to cancel out my account (not lying to get out of paying a late fee basically) if it's refunded. He says he can do half. I explain again, how half would be acceptable if I kept the dvds, but I didn't. He finally agrees to refund the whole amount and I ask that any info/account created be removed.

It ended well, and in that regard, Redbox did right by me. However, I do want my experience to be "out there" as a complaint because consumers need to know how often these things happen. According to Redbox, they have counter measures to make sure these things don't happen, but in my case, none of them worked and they used them to try and discredit me. Since all of them rely on Redbox tech and Redbox information (no receipts at time of return, no camera, nothing...and please don't say we should read the fine print. It's fine for a reason), the consumer really has nothing but their word to back it up.

One thing to remember if using this service: Redbox rep said to look for an email that says you returned the dvds. If not, call them immediately. I received an email that specified the charges (for the one day amount) and thought that was the email they mentioned, but it was not, which was a bit misleading in my opinion.

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asilkybush
Vancouver, US
May 09, 2011 2:55 am EDT

VuT!?!? ! but how do you know that!? are you dustin?

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asilkybush
Vancouver, US
May 09, 2011 2:42 am EDT

i believe you have many valid points. the thing is that the people at redbox cant really tell if your telling the truth or lying, so I know for a few agents, they sit at a moote point, simply using the "counter measures" to weed out those who are insecure, and actually being deceitful. Think about it! For the mistakes that Redbox makes, and say if you were to afflicted by one, why would those telling the truth settle for anything other then what should be given if they actually returned at the proper time! For a billion dollar company, you'd think that they can spare a few dollars here and there;

what you need to do is talk to someone who has a suave sounding voice, a sexy voice is guaranteed to scream customer service.

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3:13 pm EDT
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Redbox unauthorized charge

Looked like it was a great idea - movies at the grocery store for only $1.00 a night. I have used it many times the past 2 years. However, one day I noticed Redbox charged me $24.99 on my credit card; when I called, they said I had not returned a movie I had rented. Problem was, I definitely returned that movie the next day as it was always been the case every time I rent at Redbox. Customer service claimed that the system showed that the dvd was returned only after 25 days later.

Even I did nothing wrong, I still got charged $24.99 with NO appeal. From hereon, Redbox loses another customer. I WILL NEVER RENT A DVD FROM THIS COMPANY AGAIN!?!?!?!

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Update by bogsllc
Apr 19, 2010 3:13 pm EDT

Looked like it was a great idea - movies at the grocery store for only $1.00 a night. I have used it many times the past 2 years. However, one day I noticed Redbox charged me $24.99 on my credit card; when I called, they said I had not returned a movie I had rented. Problem was, I definitely returned that movie the next day as it was always been the case every time I rent at Redbox. Customer service claimed that the system showed that the dvd was returned only after 25 days later.

Even I did nothing wrong, I still got charged $24.99 with NO appeal. From hereon, Redbox loses another customer. I WILL NEVER RENT A DVD FROM THIS COMPANY AGAIN!?!?!?!

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6:44 am EDT
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Redbox no customer service

I tried to rent a movie online Tuesday morning, and the confirmation email said you have rented "" - with no title. I assumed something had went wrong, so I emailed and told them of my problem, and requested a refund - I did not have time to mess with it that morning. It is now been two days, and I have not heard back. At one time, Redbox had good customer service, but that is apparently not the case any longer. I will start using retail movie rentals again. Too bad, I did like Redbox.

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saucebaws
somwhere, CA
May 09, 2011 3:14 am EDT

i called in once and got dustin he was sooo... nice helped me with all my issues even the ones that have nothing to do with redbox(wink wink)
did you know... hes got a PHD in talking sexy.. ohh yehh he will service you..all the way

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asilkybush
Vancouver, US
May 08, 2011 10:54 pm EDT

redbox has faantastic service, i had a similar problem but called in, instead of emailing. great resolve. everything was fixed in less then 3:45 seconds, by a customer representive named dustin. dang. and he had such a soothing voice too...

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1:12 am EDT

Redbox charges

I liked Redbox... until they decided to say I did not return a movie... which i know I did and they charged me $25.44. I have had so much difficulty returning movies to their kiosks. but ultimately, I want to knwo why I was never notified before that I supposively did not return this movie. I wouldn't care if i had the movie because it costs nearly $20 for a DVD... I emailed my complaint, and someone answered and ask me a series of questions about what their kiosk said. I wrote back explaining how i continuously have trouble returning movies (their screens freeze or their full so you cant put a movie in), but no one has responded back. I told them to look at my rental history, i've always returned my movies the very next day. It's total BS and if they don't return my money then I'm done.
I'd like to know how they expect us to prove that their machine malfunctioned.

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mmiller2
, US
Jan 06, 2011 11:10 pm EST
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A DVD was rented in late August, 2010 and returned the next day. The DVD in the case did not match the title on the case. On January 4, 2011, our account was debited for $36.43. Customer service was called and we were told the movie was not returned. The best they could do was refund us $15 in 7-10 business days. The supervisor did state that he would have the box 'serviced'. and if the movie was located, the remaining balance would be refunded. It is unlikely that the movie will be found, and I have to call back next Tuesday to obtain a status. A charge 5 months after the fact is completely unacceptable and there is little recourse. I will be sending an email via "Contact Us" at redbox.com, as well as writing to the CEO of Coinstar, the parent company of Redbox. We will not be using Redbox again!

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asilkybush
Vancouver, US
May 08, 2011 11:50 pm EDT

that dustin.. he really is

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saucebaws
somwhere, CA
May 08, 2011 11:40 pm EDT

mmmm dustin hes so tasty over the phone !like sweet sauce on my body
ohhh YEHHHH...

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asilkybush
Vancouver, US
May 08, 2011 11:35 pm EDT

you should have called instead of emailing Redbox, you might have gotten a schmoozin sounding guy named Dustin. Oh man he has such a nice voice im sure he could have helped you.. mmmmmMMMMMMM

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4:42 pm EDT
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Redbox unhappy with product

i want 52.01 back on to my card (walmart prepaid i have let them know i want it back) very unhappy with the product. and they have abbused the info i have provided

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Ramesh Akula
Eagan, US
Mar 24, 2014 12:21 pm EDT

I had given enough business in the past and even recommended my friends to Redbox. Today, I have rented a game of Auto grand theft. You need to order 2 discs to play this game. First disc loads the game and the second disc allows you to play the game. Second disc was not working so my son couldn't play the game. We have returned within two hours and conveyed the message to them. The
rep says since one disc is working only one disc rental will be returned. Bunch of uneducated fools. I would not rent ever from Redbox.

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RedBox CSR
, CA
Aug 23, 2010 3:06 pm EDT

They stop charging after $24 + tax (for DVDs). If his charge is bigger it's because he didn't return 2 movies. I'm assuming "abusing the info" was they automaticcaly charged his account so when he went to use it there was nothing on there.

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dwyatt4994
Joshua, US
Mar 22, 2010 5:01 pm EDT

I do not understand complaint? I need to see a detail of why there is dissatisfaction with the service, the service is $1.00 a day for redbox rentals and after $20 they stop charging the card, so how can there be a 52.01 charge?

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4:05 pm EDT
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Redbox lack of customer service/refund due

I am writing about Redbox's HORRIBLE customer service. I have sent emails THREE days in a row stating that I need a refund for one night's credit, since the machine was down when I first tried to return my movie. I have not heard anything back and plan to call the 800 number again this evening. I tried calling immediately when I got home the other night and no one answered for approximately 15-20 minutes. Ridiculous customer service! If this isn't resolved INSTANTLY when I call and demand to speak with a manager, we will NEVER be renting from Redbox again! And I will publish my experience on as many websites as possible so that others know of their terrible customer service!

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Chris_GR
, US
Jan 11, 2011 5:43 pm EST
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I had a positive experience with their customer service. It occurs to me that your are expecting an awful lot for your $3.00 worth of business. Just call back when they aren't busy! Unfortunate about the email, but still, I would not describe their customer service as "horrible".

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3:38 pm EST
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Redbox unworking movie, bad service

I had rented several times from Redbox, mostly without error. Its a good 25% chance, however, (In my experience), that one will receive a non-functional DVD.
I had just paid for these rentals not wanting to hassle with their (or what they call their) "Customer Service".

No longer. I rented once again..sigh, and it was a non-functional DVD.

I emailed customer service and asked them what I should do with this DVD as I did not want to return it to the machine for another unlucky customer to retrieve and then be charged..
They told me to return it and that I would be refunded.

No later than 2 days after I a) attempted to return the dvd to its source. (It was broken) b) had to find another redbox in my city to return it c)returned the dvd, I was charged 9.08, 1.08, and an additional 10.08...so, 20.16$ to rent a broken DVD.

Redbox states they will now not refund my money. I suggest everyone take the additional step to file a complaint with BBB. There are more than enough people here to file a classaction against Redbox. You won't be paid out much I am sure, but atleast it will finally give the proper image of this company.

I am so frustrated, I hope people read these boards and do not rent from Redbox.

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Update by just1ce
Oct 16, 2010 5:13 pm EDT

Nah, ill stay with Netflix; Their service AND customer support beats you out, bar none.

Warning to prospective customers: Don't rent from this company; broken discs, bad attitude, no customer appreciation, and unwillingness to accept fault in obvious cases.

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complin'americans.
, CA
Sep 10, 2010 11:03 am EDT

You must have known that you would be charged for additional nights if the dvd was not returned ; It has always been the way redbox works, you should have thought about the fact that emailing probably wasn't the fastest method of getting something like this resolved and called the 1-800 number, as the customer support agents over the phone are able to do more and could've let you know to return the disk asap so you wouldn't be charged. Ultimately it was your choice to keep the disk for that long, we didn't ask you to or force you to, and we make it very obvious that you will be charged for additonal nights in the event that the dvd is kept longer than the initial first night ; Redbox does it's best to please our customers, but they also cannot be issuing refunds left and right or else we wouldn't be able to even afford customer service. Take responsibility for your own actions.

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RedBox CSR
, CA
Aug 21, 2010 4:46 pm EDT

The three charges you mentioned are not all for 1 DVD. You are being charged for another movie that was late.

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11:35 am EST
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Redbox fraudulent activity

I received an e-mail on 12/23/09 stating that I had rented three movies in Phoenix AZ totaling $3.25. I do not live in Phoenix and I have never been to Phoenix. I sent it to RedBox right away saying that this was a fraudulent transaction. I heard back after Christmas 12/30/09 asking if my account had been charged as well because sometimes the e-mail just gets sent to the wrong place. My account had been charged so I contacted my bank to report it as well as give me a new card. I e-mailed Red Box to let them know that my account had been charged and what they are able to do to get this resolved. I received no response. I e-mailed again and finally heard a response today 1/15/10 saying that I had to fax them paperwork that I had to report this to the local authorities and the cancelled card. For 3.25 I'm going to go to the local authorities?! And then they e-mail me saying that they did not receive the movies back and proceed to ask me the following five questions:

1)Did you have any problems when you returned the DVD?
2) When did you return the DVD and to what location?
3) What did the machine tell you when you returned the DVD?
4) Did you have to try more than once to return the DVD before the machine accepted it?
5) Did the screen confirm the DVD was returned successful?

HELLO! I'm e-mailing you because this was fraudulent and I did not rent these movies. So clearly, if I didn't rent them, how could i have attempted to return them. It's too bad because I have been a huge advocate for Redbox and had they handled this situation in a more professional and helpful manner, then I would still be a loyal customer.

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txgirl1961
Dallas, US
Mar 21, 2010 2:30 pm EDT

Warning- don't use redbox! I rented two movies and returned both to the same box within 24 hours. several weeks later I was charged for both at $25.98 each. i called after the charges were on my credit card and the company claims I never returned the dvd's.

Being a college educated, honest person who returned the dvd's on time and to the same box, I got the run around and 'scripted' customer service lines that the dvd's weren't in their 'system'.

Very disappointed in how they scan (or don't scan) correctly and I'm out money for two videos that they have.

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7:42 pm EST
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Redbox overcharged

Redbox is a ripoff and pratices shady business. I reserved a couple of movie on their website on NewYears Eve. When my Husband went to pick the movies up the machine refused my credit card stating that it was not the card on record. I knew this wasn't true but didn't worry about it since the box didn't release the movise. We later received a free rental code via email apologizing for some boxes being full. I thought this was a great gesture to keep business. Little did I know that redbox had already charged my account for the 2 movies we reserved but couldn't retrieve. I called the customer service number and was on hold for approximately 20 minutes only to be told by the rep that this is their pratice and I should have called earlier to complain. Finally she refunded my money back to my card and said to me...again...that in the future I need to call earlier. I advised that would not be a problem since I plan on NEVER using redbox again! I'm going back to Blockbuster. Someone needs to blow all redboxes up and send them back to where they came from.

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Redboxcare
Oakbrook Terrace, US
Jan 05, 2014 12:40 pm EST
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Sorry you're having trouble using your credits and canceling your subscription. Feel free to email socialsupport@redboxinstant.com and we'll assist you with any of the issues you're having.

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Atitus
, US
Dec 21, 2013 6:09 pm EST

A similar thing happened to me today. I reserved 3 movies at the grocery store near my house, terminal B. I had to double check my on my phone, which I used to make my reservation. Only 2 were available because the other was rented by another user according to the redbox, which means someone had to of rented it within the time it takes for me to walk across the street. The worst part was, when I went to check out using my credits from my redbox subscription, it would not allow me to rent the movie. What's the point in having "free rental credits" if they don't work? Luckily there was an independent movie rental machine adjacent to the redbox, which I used with ease. I still can't figure out how to cancel my subscription, it's like a trap. If you try to use the online chat help, it's always busy; same with the customer service line, and they don't just have an email address you can use to get help, I had to search around Google for that. Don't waste your time folks. Two thumbs and zero stars for redbox.

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RedBox CSR
, CA
Aug 21, 2010 4:32 pm EDT

1. Why wouldnt you call right away?
2. The only time the machine won't recognize your card, is when you reserved at the wrong box. Next time pay attention to your reservation confirmation. Don't post lies on the internet.

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1:45 pm EST
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Redbox don't ever use redbox was charged over $100 for movies returned

Red box may seem like a dream come true for DVD rentals, a dollar a day, the truth is they make the rest of their money in scamming people on charges and not providing full refunds. I rented two movies and tried to returned them and the machine jammed. After calling and being assured I wouldn't be charged for those movies I was given a free one night rental which I decided to use. I rented them returned two the next day and kept the last movie for seven days before I returned it. Now I'm out $110 and they almost overdrafted my account. How much are they refunding me only $75 simply because they're machines didn't register the return, in addition the movies it did register returned says I kept each for 3 days. There's no point in emailing because it takes days for them to respond, calling their customer service you're going to either be cut off completely because of the massive amount of complaints or be put on hold for 30min. A $1 a day sounds great, I rented five movies, returned four the next day, and kept one for 7 before returning it, rather than the $11 I should have been charged, if not for weekly checking my statements they would have taken $110, in all their good graces they've only decided to take $35. This is where they're money comes from, with complete access to their cards, they charge people for movies already returned and rented out to someone else and only give partial refunds, they made $35 off of me, don't let it be you.

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nikkiemt19
, US
Jun 06, 2016 12:11 pm EDT

Same happened to me for an $86.63 charge for three movies. When I attempted to speak to "customer service" about it the employees refused to allow me to speak to a Supervisor on two cases and hung up on me twice. All in all had to speak to SEVEN customer service agents. Worst customer service I've personally experienced and a complete waste of time. Skip Redbox

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greenelady
Oak Lawn, US
Jan 07, 2010 1:54 pm EST

Yes that happen to me, I paid $66.00 after all was done. That is why I do not use them any more! I will never do that again.

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Redbox redbox complaints...

I am sooooo sick and tired of everyone complaining about everything that goes wrong when they use Redbox...

Sometimes people should take responsiblity for their actions.

It's simple, $1.00 per dvd, per day. How hard is that. If you can't return your Dvd you can call anytime between the hours of 7am and Midnight CST to receive assistance. And you will get it if you call withing 72 hours of your issue. Grow up and START READING THE FINE PRINT... I also love how you can got to Redbox competitors site and complain! I bet this complaint won't stay up longer that 1 day if it stays up that long!

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unchienne
Valdosta, US
Apr 27, 2010 4:04 pm EDT
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Sometimes people do complain about stupid things...things that are more their fault than not, but some do have valid complaints against Redbox. I wouldn't discount all of them. My own experience was of no fault of my own. Redbox did return the money, but I haven't been back.

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Redbox late fees

I rented a movie from Redbox. Turned it in on November 26 2009. Redbox provided me a receipt for turning it in on Dec 4, 2009. Spent 25 Minutes on the phone mostly waiting for a Redbox customer service rep. They are refunding my money which I have to wait around 6 days for. On top of that Redbox says that they cannot provide any kind of retribution for spending all that time waiting on them.

The customer service rep said that sometime the movies don't check in and they fall to the bottom. In which case you should call them immediately. Not everyone has 25 minutes to spare.

Simply dont use Redbox.

Poor customer service is what I call it.

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slolo420
, CA
Oct 16, 2011 8:19 am EDT
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You got your money back, and I don't see what your problem is? .. if you bought groceries and a loaf of bread was bad, do you think the grocery store would give you more than another loaf of bread to replace the moldy load? Do you think they are going to give you gas money and coupons for Halloween candy?

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