• Report: #760011

Complaint Review: videoblocks.com

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  • Submitted: Tue, August 02, 2011
  • Updated: Tue, September 20, 2011

  • Reported By: Tim — Albany Georgia U.S.A.
videoblocks.com
11160-C1 South Lakes Dr. Suite 262 Reston, Virginia United States of America

videoblocks.com 11160-C1 South Lakes Dr. Slow service, unable to download, refused to refund, downloaded 700k of a 300MB file cost 39 bucks Rip OFF Reston, Virginia

*UPDATE Employee: VideoBlocks Customer Service

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This is the worst experience I have ever had with a company, I tried to download one product and when I was unable to download due to their very slow, (allegedly) servers, I knew there was no way I could ever manage to download a decent product, (they charge by the month) but if you cant download anything what have you got, (nothing at all) I called in for a refund, they said sorry we don't refund under any circumstances, and I said excuse me but your website says that you do, then they said, well if you have not downloaded a file yet, then we can. 

I said, I have not downloaded a file they said, well it shows that you tried to download a file I am like what? Your kidding right, no they are not kidding, they said we cant tell if you were successful at downloading the file or not so we cannot refund your money. 

I encourage all victims to contact the Better Business Bureau and report them, file a complaint with the FTC, file a complaint with the Attorney general of the State of VIRGINIA  This company is a horrible rip off, designed to take your money, it is a bad deal stay away far far away. 

This report was posted on Ripoff Report on 08/02/2011 06:57 PM and is a permanent record located here: http://www.ripoffreport.com/r/videoblockscom/Reston-Virginia-20191/videoblockscom-11160-C1-South-Lakes-Dr-Slow-service-unable-to-download-refused-to-refu-760011. 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

VideoBlocks Customer Service

AUTHOR: NikkiVB - (United States of America)

Hello,

I'm the new head of customer service for VideoBlocks.com, and I want to sincerely apologize for the terrible experience you had with our company, and I would like the opportunity to make it up to you. 

For starters, I will make sure all of your payments are fully refunded. You can email me directly: nikki at videoblocks.com
and we can get the refund processed immediately. (Or if you prefer, you can use the contact form on our website--those go directly to me now)

In response to your frustration over the lack of service you received, I again apologize and make no excuses for the way you were treated. Our company is very new, and we were completely unprepared and overwhelmed by the growth that we experienced. 

To remedy this problem, I was hired full time to manage customer support to make sure that customers are taken care of promptly and politely. We recently added live chat to our website, and added additional employees to answer the
phones. (It is also worth noting that we do not outsource this support--all of our employees are at our office in Virginia). Now that I am in charge, all phone calls and emails are answered within hours, if not immediately.

Finally, thank you for the comments on our free trial terms not being clear enough. We never meant to mislead anyone, and didn't realize there were any problems until we read your post and heard from other customers who were upset that they were not notified about the billing more clearly. We are working to make the free trial terms much more clear, and we have begun emailing users when they sign up so that they know what is going on and who to contact in the event of a problem.

Once again, I apologize for causing you frustration, and I hope that after we connect I can make you a happy customer. Or at least a happy former customer! Thanks ~ Nikki
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