Come back to LoveFilm, and get 2 months free + free DVD player

zcaprd7

I have to say that Lovefilm are the best of all the DVD rental firms I've tried.

Sent three DVDs back on Saturday morning, got three new DVDs today (Tuesday) - maybe people on here have a demanding (new release) rental queue?

Happy to have three for one month deal...

amit_1

i sent them 2 disk init and it fitted ok they got the dvds back the next day so much be royal mail.

I am not asking for new dvds and they are still not sending me my dvds. Service from them has gone very poor in the last 2 weeks not going to use them after my 3 for 1 offer no way.

ezequielv

ezequielv wrote:

I phoned them yesterday, and they told me the same thing (my next disc will be sent on the 12th). My "rented" queue has been 2 items long for 10 days now, although I'm on the 3 discs plan. I've been sending DVDs back, and sometimes they've replaced them the same day, but lately they'll never send discs so I could have 3 discs on my posession.

Apparently, they find it quite "normal" and acceptable to resort to deliberately delay the deliveries to "make sure every customer gets titles". The person on the phone "explained" to me that they had to do this due to excessive demand. I told her that that to me sounded like "we can't do business properly" and "we can't cope with the demand", and that they were offering not an "all you can watch" service but an "all we want to send" service. She wasn't impressed by this, but kept hammering their empty procedure explanations to me as to (I think) divert from the fact that the service is rubbish and that I'm not getting what I'm paying for.

I told her that I'd cancel if I were not using the 3 for 1 months' service promotion, and she promptly offered me to cancel my account (!). I told her that I'll cancel as soon as my 3rd month expires and that they'd be getting no more money from me.

After reading these posts I think I'll call them today to see if I can get some days in compensation for the poor service I'm getting. I was used to watch 6 discs a week, but this comes now to less than 3 a week. This is really unbeleivable.

I remember ditching ScreenSelect because they sometimes took an extra day to deliver my next disc. That, in comparison, is much better than LoveFilm. At least you know what you're paying for.

I just talked to them. Boy, that was unpleasant!

They've basically told me the same thing. I spoke to a customer service rep. named "Shanna", and then I talked to her team leader (Liz Woollard).

What they're saying is this: "you've hired a service of up to 3 discs, that means that you can sometimes have less than 3. We're not obliged to send a replacement the same day, although we do our best. You've been allocated the next delivery on the 12th (2 days more). We can't compensate you now because if we take an extra day to send a replacement disc in, say, a week from now, we'd have to compensate you again. 'Management' tells us that's the way the system works, so it's not the case that it's not working properly: it's working as it's supposed to be...".

The "convincing" talk was much longer than this (I reckon I was on the phone over 20 minutes), but the main points were these. In one of several arguments we've had, I told them "so basically you're telling me that because my service is up to 3 discs, I could get 1 disc per month, and that'd still be ok, right?". "Of course not", she replied, "I would personally compensate you no matter what management say (?) because that's not acceptable". And I said "so, 1 disc is too little, and getting replacements sent the same day is the maximum... where do you draw the line between 'acceptable' and 'not acceptable'?". You can imagine the rest: she babbled to end up saying they were doing their best and things like that.

The basic problem is that I'm getting 2 discs per time, and huge delays (the last pair of discs was sent on the 3rd, of which one arrived 4 days later (surely a problem with Royal Mail, although they seem to be doing quite ok for all the rest of the mail I get), and the next one the day after, only to notice the disc was not in my "queue" (they sent the wrong disc)), so they're basically telling me to wait, to "understand", etc. The last time, they sent me discs on the 3rd (2 out of possible 3, of couse), and they're sending me the replacement for the one I've returned on the weekend (it should have arrived today), but the "rented list" went from 2 -> 1 (yesterday) -> 2 (yesterday evening). They were still trying to convince me that the wait was "just" 3 days (from yesterday (9) to the 12th). I still can't understand why I should wait 2 weeks to get 3 discs again: she tried to repeat everything again to me...

I told them I was conned into re-hiring their services, considering I was unhappy with what they were doing in the past. They said in their promotion email "come back, we've improved our service", and I told the Team Leader that I could not understand for anything in the world why would you tell your customers to come back to "firgive you"/"give you another chance" and then providing them with the worst possible service ever. She couldn't reply, of course.

Enough of the ranting business. I've told them that I'd be contacting both Watchdog about the Trading Standards and every other possible organization I could find to make sure they don't do business like this ever again. I also told them they'd be getting no more money from me. There was no reply to neither of the comments. "Is there anything more I can do for you?". I replied "I'd try to get a job at another company if I were you (she giggled): your company will go down. You can't treat customers like that. If nothing else, word of mouth will damage your business".

I hope this is useful to somebody.

misskool

Thank you for writing to us at LOVEFiLM.

We apologise for the inconvenience caused. We always try to send your first choice from your queue, however if a film is very popular we may temporarily run low on stock, and send you films further down on your queue, rather than make you wait for your top choice film.

This means that we are always able to send out discs the same day and maximise the number of films that you're able to watch in a month.

We do increase our stock levels daily to match customer demand, so your top choices should be available shortly. <---

Your last available selection was dispatched on May 09, 2005. Please allow five working days for delivery or receipt of the discs.

Please feel free to contact us, in case of any further queries.

Yours Sincerely,

Jimmy Swan
LOVEFiLM Customer Services

Just heard from Lovefilm today. We shall see if this improves. I am not on their 3 for 1 offer, I pay the full price every month and yet, I'm still getting the same treatment. Maybe I should complain and get a 3 for 1 offer? Do you think it will work?

fluffymuffin

just to mention as well you get £4 cashback from greasypalm for signing up for the 24 day free trial. This might have already been listed but its a very long thread. I did search for it but nothing came up.

Dealseek

Many of the responses I have seen from Lovefilm posted here are there standard pre-drafted emails. I persued the matter and eventually got it "escalated" - to what exactly I dont know. I was excited - could I finally get a coherent response as to when and how they are going to fix the problems with the delays?

Answer - a resounding NO! If there was any more need for a reason to terminate the mebership after the free trial or 3 for 1 offer ends this was it. Their escalated response:

"Thank you for your e-mail. During busy periods it is necessary for us to assign customers with dispatch dates, this is the situation at the present time. We operate a fair play policy and as such these times are in place to ensure that all customers receive discs as soon as possible. Your discs will never be delayed for more than a few days and 75% of our discs are dispatched on the same day that we receive the previous disc. This is how is how the business will now operate.

We do not have any further information on this matter.

Kind Regards,

Rebecca Williams"

So they have no further information on this matter - I am sure they have mountains of information, in the form of complaints, but just choose to ignore!
LOVEFiLM Customer Services

amit_1

this week they have been ok they have sent me 3 dvds so far this week.

willis

I've just cancelled my membership as the service was getting worse and worse. I posted a dvd back on Monday morning and didn't get a new one until Friday.

riskybusiness

misskool wrote:

Thank you for writing to us at LOVEFiLM.

We apologise for the inconvenience caused. We always try to send your first choice from your queue, however if a film is very popular we may temporarily run low on stock, and send you films further down on your queue, rather than make you wait for your top choice film.

This means that we are always able to send out discs the same day and maximise the number of films that you're able to watch in a month.

We do increase our stock levels daily to match customer demand, so your top choices should be available shortly. <---

Your last available selection was dispatched on May 09, 2005. Please allow five working days for delivery or receipt of the discs.

Please feel free to contact us, in case of any further queries.

Yours Sincerely,

Jimmy Swan
LOVEFiLM Customer Services

Just heard from Lovefilm today. We shall see if this improves. I am not on their 3 for 1 offer, I pay the full price every month and yet, I'm still getting the same treatment. Maybe I should complain and get a 3 for 1 offer? Do you think it will work?

with the amount of complaints, and if you are getting BAD service while being a standard customer, i wouldn bother with them. CANCEL and sign up with ScreenSelect. personally i think they were the best, although im not sure if there service was like that as well because of the free trial.

im gonna cancel as soon as this 3 for 1 offer ends.

LOVEFiLM SUCK!!!!!!!!

redfox

I'm moving this over to It's gone but was it any good as the discussion seems to be more about the service (or lack of it!) now