Argh! Love film DVDs lost again

Phill_1981

Dark_horse666 wrote: »

Hi guys thanks for the replies, the dvds actually turned up yesterday. I have no idea why they took 6 days to come but what a relief! I am definitely cancelling after I've watched these films.

Sounds like a Royal Mail problem :rolleyes:

mum2one

I know it says you can double up the discs, I never did, I did one at a time that way I could write on the postal receipt what the film was. I was lucky none went missing.

dannodw

Our household also had a subscription with Lovefilm. This was for around a year, i believe it was called Screenselect when we originally signed up.

To start we were impressed, continuing the free trial. We also upgraded our package to have 2 dvd's at a time.

Whilst they were known as Screenselect we had no problems what so ever. It was when the re-branded as lovefilm did the problems begin.

To start, on 2 consecutive months they took double the money they should have. This took a lot of communication to sort out. In the end we actually established e-mail was the most efficient way of getting things sorted.

The above problems were sorted and we were prepared to give them another chance.

Then they decided to go more eco-friendly sending all dvd''s in one pack. Originally this did not used to be the case. We received and sent them back separately which was fine.

Once week we received 2 dvd's in the one package and then once watched we returned them, in the one pack. This was fine until lovefilm failed to recognise that they had received both discs back Instead they only received one. After some more emails we were told to wait 5 days, if our account hadn't updated we were to raise a missing dvd claim.

Naturally this ended up happening. We were told we would receive a claim form where we had to state were we sent the discs from and sign the form and return it within 10 days.

We happily did this, even though lovefilm refused to accept that we sent the discs back together. They were adamant we cant have, they only received one disc I can assure you we did

All was fine for another month. We received and sent back maybe another dozen discs without problem.

We decided to reduce our package back to one disc, simply as there wernt many dvd's we wanted to watch at that time, saving money:j

Anyway this was done fine. Then they sent out another film. After 5 days we realised we hadn't received this disc. :mad: More contact took place and we were told this time to wait a week as royal mail had to have a certain period of time.

We didn't get the dvd. Contacted them again and they reluctantly senr us another claim form. (this was probably 5 months after the original incidaint).

Now we didn't receive this form after 5 working days.
Emailed them again. They said they would send another one. No problem we thought. Again no form received.

More contact took place. (at this point we were sick and decided to cancel after the month ended).

They said they HAD sent the form and basically we were for some reason making up lies:eek:

This was receive via email, i had documented proof containing that accusation. We were not happy and insisted no form had been received.

We received no more communication from lovefilm other that a bill for the lost dvd, for £17.99:exclamati

That in itself was a crime as the dvd was at the time retailing for a tenner. Before we knew it the money was out our account!

We again emailed them in the form of a complaint. this contained numerous points including the accusation previously received. At this point we also sent a physical copy through the post to ensure they received it.

About a week later we received a letter through the post stating how they were sorry for the way our query was dealt with. they assured us that the member of staff in hand would be given some additional training on customer service. They also accepted that the dvd we never received was probably a royal mail fault. However they we un able to refund us the charged £17.99. We were offered a free month worth £9.99. (basically another trial)

We refused as we were simply sick with the sight of lovefilm. Cancelled the account and that was that.

Were now sick to death of receiving letter saying 'come back' and asking 'if we did something wrong what was is'.

We never took up this offer and now just buy the dvds we really want.

Wow, sorry about the rant:rolleyes:

Dan.`

Dark_horse666

Ok I'm cancelling the account and the dvds need to be back by tuesday or I will be charged for another month. Should I send the dvds recorded delivery so they should recieve them monday?

jpieter

I have only 2 dvds go missing since Lovefilm took over Tesco dvd rental and they have always just replaced them. I have just had loads of trouble with the Sun movie club!!! took out a trial ,cancelled before end of trial but they carried on and took money ,they said they hadnt recieved dvd , although i had a confirmation of posting it has taken me 2 months to get my money back!!!!!!!!!! I will NEVER use the Sun movie club again!!!!!!!!!!!!!!
:mad: :mad: :mad: :mad: :mad:

saintscouple

Hi, Martin’s asked me to post this in these circumstances: I’ve asked Board Guides to move threads if they’ll receive a better response elsewhere (please see this rule) so this post/thread has been moved to another board, where it should get more replies. If you have any questions about this policy please email [EMAIL="abuse@moneysavingexpert.com"]!!!!!![/EMAIL].

mouseymousey99

Just typed in Lovefilm and amazed at how many posts came back!! My experience with them - awful awful awful...
they have x3 times taken twice the ammount from my bank account. Each time I have to go through the telephone call / e mail route to get it back. Today I have decided enough is enough as once again they are refusing to refund my money immediately (they suck it out at lightning speed though)..I am copying my bank in to my complaint too. Lovefilm?? Forget lovefilm.....oh and I haven't received a dvd for almost a week either!!!