NETFLIX.COM
WWW.NETFLIX.COM
U.S.A.
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NETFLIX.COM charged me for DVD's I never received
1Author
1Consumer
0Employee/Owner
I was a member of Neflix for almost one year. I was a great customer for them as I never ordered more than 10 DVD's in a month, and a couple months I did not order any.
Over the months, I did find that the time it took to DVD's was becoming inconsistent as well as slightly more delayed. I remember when I signed up for their "free trial" I got my DVD's within 2 days. Later, it would take up to 5 days to get my DVD's.
Suffice it to say, I was becoming unhappy with the service. Although it may have just been a problem with the post office, I don't have to deal with this at Blockbuster. I thought about quitting their service.
The final straw came when 3 movies never came: The Rookie, Ready to Rumble, and Rock Star. I went to the website and reported the movies as never received. They sent me e-mail's saying that they would re-send them. I waited a week, but still the movies never came. Hence, I reported the movies lost and quit their service.
A couple days later they notified that my account was cancelled, and that I would have to return the DVD's or be charged $20 for each of them. I e-mailed them back again, saying that I had never received the DVD's, so they had no right to charge me. Of course, they have now made 3 charges to credit card, one for each movie "lost".
Their customer service is so bad, that they do not even provide a customer service phone number so that all correspondence must be done through e-mail. I requested that they have someone call me so that I could discuss this problem with a human being. Of course they never called.
Currently, I am disputing these charges through the billing department of my credit card.
Godwin
San Francsico, California
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REBUTTALS & REPLIES:
1Author
1Consumer
0Employee/Owner
Updates & Rebuttals
#1 Consumer Comment
AUTHOR: Lynn - Currituck (U.S.A.)
SUBMITTED: Thursday, February 26, 2004
POSTED: Thursday, February 26, 2004
In response, I would agree the Netflix's customer service certainly is not the greatest. I had a DVD lost and although they did send me a new DVD the same day, the only response I got via email was a form letter saying that they were investigating the incident (I felt that the reason the DVD was lost was an error on Netflix's part and since I knew that an account could be put on hold for having too many lost DVDs, I wanted to try to find the "lost" disc.)
However, there IS a phone number on the web site that can be called. If you sign out of your account, it takes you to the "Welcome" page and a phone number can be found by clicking on the tab that says "Learn more". I have called the number, and found that there was a long wait before I finally got to speak with anybody, and the customer service rep, simply told me not to worry because I would not be charged for the DVD. (not the answer I was looking for.)
I think Netflix could go to great length to improve their customer service by personally responding to emails, adding more customer service reps to reduce wait times, and having a more knowledgeably staff. Never the less, I have never had a problem receiving my discs, being billed for things other than my monthly fee, or any other issues that would make me want to cancel my service. I have been a Netflix member for overy a year and will continue because of the conveinence of it.
Sincerely,
