Watch out for Lovefilm.com!

BigC+WeeS

I sent a letter to their CEO and got a reply back from one of his minions... a grovelling apology, a promise to look at the wording of their T's+C's, and the possibility of retraining some of their customer services staff, plus a free month on the current membership I have with them. That'll do for now I think!

skintnstupid

I must say I've been with lovefilm.com since january and anytime I've had problems with discs ect they always quickly reply and on various occasions have credited my account with a free month. I honestly think they've been great with me, the best customer service I've encountered in fact. That being said I've never tried to cancel my account, so I'm not doubting the hassle people get. My friend who I recommended has recently cancelled her account so i will ask her if she's had any problems

BigC+WeeS

It does seem to be the case that many folk get on fine with them, yet there are a lot of folk unhappy with the service - a quick sniff around the net when I was dealing with this found quite a few forums where loads of folk were venting their anger at the company. Down to luck I guess when you do have to deal with their customer services department.

brightonman123

had similar probs with wilkinson dv rental- free trial offer, along with a freebie dvd for signing up..

despite trying to cancel well within the time, canx request never seemed to action.. exchange of letters eventually got through to a human..

the freebie never turned up, either!

NeilB

BigC+WeeS wrote: »

A couple of weeks later I get an e-mail saying they still had to receive one disc and that they couldn't completely close the account until they received it. I e-mailed back right away saying I had definitely sent it back. They then said they would send me a form to fill in so they can claim from the Post Office for the missing disc - but if I don't send it back within 10 days they will take £10 from my account! To say I'm hacked off with this is putting it mildly. I find it disgusting that they can threaten me like that, it feels like they are suggesting I may have kept the disc... why I would want disc 5 of a TV series on it's own puzzles me though. They will get their form, but they will also get a very nasty letter to their head office if I can find the address.

Hi. Just reading this and I dont really see what your gripe is dont get me wrong Im no Lovefilm lover or anything but what they've done is no different to most mail order companies.

They've not accused you of anything and they need you to sign something to say you sent it back, so they can make the claim against the post office. If you dont send that back (and its in a pre paid envelope too) then they are a disc down which they will still have to replace - what are they supposed to do - ignore all lost discs? They wouldnt stay in business that long if they did!

My postie changed the other month when I was a member and my discs started to not turn up - Lovefilm sent me 2 forms to fill out which I did - where's the problem.

DavidRogers

Just (another) word of warning - avoid LoveFilm.com if you can. I signed up for a trial period, returned the films they'd sent me, then cancelled before the trial period was over... and they STILL took 2 monthly payments of £9.99 off my card, which they're now refusing to refund me. They say I didn't cancel in time... I know I did! I did so via their website. They don't have any record of this, surprise surprise. AVOID THEM!!!

GrammarGirl

I've been with LoveFilm since the summer and have had a few problems, all of which have been sorted quickly and efficiently.

One of my discs went missing in the post and when I queried this with them (account said disc was at home but I didn't have it) they were very polite, said they'd send me a form but if it didn't come by such and such date, contact them again so I wouldn't get charged the £10 'lost disc' fee. The wording on the email was positioned as a warning that I could get charged, but they didn't want me to, so I needed to let them know. It wasn't at all threatening. The form came in time anyway, and I sent it back without a problem.

I've had two damaged discs (not great when you only get 4 a month), after the first they gave me another copy of the same film for free without taking it from my monthly allowance, after the second I complained and they gave me a month's free renting (refunding my DD as soon as it came out).

I would say as well, to anyone who is having trouble with their account... while you're trying to sort it, move your account down to the lowest payment option (think it's £3.99). For my free trial I signed up to the most expensive deal and got unlimited discs, but as soon as the trial had finished I moved down to £5.99 (you can do this online with no hassle) and have been there since.

superstylin

I took a 3month free trial of Lovefilm and paid for one other month after the trial was up. After deleting my list of wanted DVD's so they couldn't send any more out, then sent my last dvd for the month back i cancelled online. It's two months since then and I've had no trouble