LoveFilm customer service

misterthankful

Try this.

A rental arrived - faulty - and I contacted customer service regarding it. I received an apology and was told a bonus rental would be allocated. It was never sent.

In the meantime I have for TWO WEEKS been trying to claim my bonus rental. I would receive an email saying it would be sent then someone else (named Manjunath) would email me every night saying that 'as requested I have cancelled the bonus dispatch'. I sent further emails stating I am still due my bonus rental and explaining what Manjunath kept doing.

Still nothing was sent, and this includes the normal rental I was owed as I had returned the disc. We're talking 5 days of no dispatches, a waste of my subscription fee.

Yesterday a disc was finally sent to me - my normal rental. I then receive an email a few hours later stating that was my bonus rental (they have forgotten I am still owed a disc for normal service). I contact them explaining that this was not a bonus rental but the rental I was owed having returned the last disc I was sent, and that I am still awaiting the dispatch of my bonus rental.

I received this email (from someone called Nilesh):

Thank you for your recent e-mail.

Please accept my sincere apologies for any inconvenience and confusion
caused to you in this matter.

I can see from the records of your account that the title (PS3 Game) has been sent to you as an extra rental today.

Please be informed that a bonus rental has a validity of 5 days from the
date of dispatch. If this is not returned within this time frame, it
will be counted as a part of your monthly rental allowance.

---

So not only had my last email not been read but this person responds stating the item must be returned within 5 days from dispatch date (which was yesterday). The item hasn't arrived today so that's 1 day gone and it is clear at this point that they are the most useless customer representatives imaginable with exceptionally poor communication due to inefficiency within the department.

It's frightening that LoveFilm (now owned by Amazon) has a monopoly on the rental market when they are so terrible.

Mat_Lock

Yep, I have 1 disc at home that isn't even in my rental list, returned or out with me, and another that is missing and has been since 16th January.

They are rubbish, I am just waiting for my LF cashback to go in then I am cancelling.

Dr.Rock

Never had any problems with them. I've been an on-off customer but for long periods each time and problems around faulty/lost discs have always been sorted quickly and smoothly.

gordikin

Amazon have recently bought Lovefilm, I'm sure Lovefilm will dramatlcally improve.

KxMx

gordikin wrote: »

Amazon have recently bought Lovefilm, I'm sure Lovefilm will dramatlcally improve.

Although the customer service I have recieved from them has always been good, I am hoping this too. Was with Amazon dvd rental originally until i switched and it was very good.

Also, really, really hope this means that the dispute with Universal will be settled asap!