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.