• Report: #772762

Complaint Review: Disney Movie Club

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  • Submitted: Sat, September 03, 2011
  • Updated: Wed, May 30, 2012

  • Reported By: April — Tampa Florida United States of America
Disney Movie Club
120 N. Commercial Street Neenah, Wisconsin United States of America

Disney Movie Club did not fulfill their offer, did not ship, and wasted my time Neenah, Wisconsin

*UPDATE Employee: Disney Movie Club commitment titles

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Through online enrollment I was offered two additional movies at a discounted rate that would count towards my agreement. They didn't honor this. I wrote them a letter on 2/19/11. Three months later a received an order form. They never responded with a letter. I wrote them another letter addressing the issue on 6/9/11, included the order form for the 3 remaining titles to fulfill my agreement, and included a copy of the previous letter as well. The only response I received was a letter telling me to call customer service. I also received 2 of the movies I ordered, rather than the 3 I ordered. There was no explanation as to why I did not receive all of them. I called customer service on 6/27/11 and the agent told me they could not honor the original agreement because the title was discounted too much. I told her to charge me an extra $5 so that it would be as much as the one that they did honor, but she could not. She had to charge me an extra $12 to bring it to the full price of a movie. I agreed to that because I wanted to close this account so badly and I did not want to order yet another full price movie. I also informed her that I was missing a movie and she saw no notes on the account about it so went ahead and added that. I then asked her to close the account and send me a letter confirming it was closed. I doubt the letter will be sent. This was an absolutely horrible experience. I am incredibly surprised that it is managed by Disney!

The text above is copied exactly from my report to the BBB. Disney never did send the letter confirming closure of my account. I sought resolution as follows:
Refund the extra $12 dollars plus my time and$.88 postage for trying to resolve this matter. My time is estimated at $42 / hour based on my salary. For 2 hours wasted that would be $84. So the total expense I've incurred to resolve their online enrollment issue is $96.88.

Company's Initial Response - Posted 07/15/2011The Disney Movie Club is in receipt of a complaint submitted to your office by April Sumner. We would like to inform you of the steps we have taken to resolve this matter. Ms. Sumner contacted the Disney Movie Club on June 27, 2011, at which time she fulfilled her commitment and closed her account. If Ms. Sumner has any questions or would like to discuss this further, she may contact Priscilla directly at 1-800-273-0015. We regret any inconvenience this may have caused Ms. Sumner. I hope that the above is helpful in answering your inquiries. I trust that this satisfactorily resolves this matter, but please let me know if you have any questions or require any further information.

Consumer's Rebuttal - Posted 07/20/2011This response does not address my complaint at all. My original complaint mentioned that I've closed my account. I see no need for you to reiterate that. I also do not see how that provides any recompense. There is no apology. There is no plan for resolution of the poor customer service.

Company's Final Response - Posted 07/22/2011We asked that Ms. Sumner would please contact Priscilla directly at 800-273-0015 for further assistance. Thank you!

I was surprised that the BBB closed the case after this. I admit I did not call. I am so fed up with wasting my time and money on these people. If Disney really wanted to resolve it they could have provided a real response to my the resolution I sought, rather than telling me to call them, yet again.


 

This report was posted on Ripoff Report on 09/03/2011 03:07 PM and is a permanent record located here: http://www.ripoffreport.com/r/Disney-Movie-Club/Neenah-Wisconsin-54956/Disney-Movie-Club-did-not-fulfill-their-offer-did-not-ship-and-wasted-my-time-Neenah-W-772762. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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REBUTTALS & REPLIES:
0Author 1Consumer 0Employee/Owner
Updates & Rebuttals

#1 UPDATE Employee

Disney Movie Club commitment titles

AUTHOR: Disney Movie Club Member Advocate - (United States of America)

Good day,

I would like to introduce myself. My name is Priscilla, and I am the Member Advocate for the Disney Movie Club.  I have responded directly to Ms. Sumner as well as through the Better Business Bureau regarding her claim.  

Pursuant to the Terms and Conditions Ms. Sumner joined the Disney Movie Club under, there was one bonus title that counted towards her commitment, and one that was given at a discounted price but it did not count towards her commitment.  These are the terms of the agreement. 

Ms. Sumner has fulfilled her commitment with the Disney Movie Club and her account is closed pursuant to her request. 

If I can clarify anything further, Ms. Sumner is encouraged to contact me directly at 800-459-7002 and I would be happy to discuss this further.
Thank you,

Priscilla
Member Advocate
Disney Movie Club
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