LoveFilm Problems

lisa701

I've been a customer for a while now and the service has been fine. I could return a disk on Monday and a replacement would arrive on Wednesday. However, in the past two weeks the service has declined dramatically.

Last week I returned a disk at the same time as posting other mail (all of which has arrived) but the disk return is still not showing on my account. I've queried this with them, they reply to my emails but don't actually answer my question.

Since then I've returned another disk and the same has happened. It seems strange that other post arrives the next day but their disks dont appear to do so anymore.

The advised me on Monday they would be sending me a title, but it still hasnt arrived and today when I check my account a totally different disk is now saying its waiting to be shipped and the original one has gone from my rental list??

Have they had some sort of issues with their system of late, or does their service decline after a few months?

System

I found after a few months of regular use there became a lag with the service. For me it went from:
Sending a dvd back on Monday and getting a replacement on Wednesday to
Sending a dvd back on Monday and getting a replacement on Saturday.

They say its just a coincidence but I never believed them!

AJS6000

Hi,

I've been a member of Love-film (and their previous owners) since 2004 and their turnaround time is usually very good. However, I returned 3 DVD's last Thursday and they have only today dispatched my next DVD's.
I have just contacted their customer support who told me they have had problems with their IT systems over the past week, this in turn has caused delays in the service.
The CS rep said that I will receive a £4 discount on my next billing as way of compensation for the loss of service. Apparently an email is being sent to all those members affected by the delays.

KxMx

Yes I got the email with £4 credit today.

Over the last week this is what happened:

Disc sent Weds shown as returned Mon
Disc sent Fri shown as returned Tues

Two "we are posting" tues which weren't marked as sent Weds am- so I reported for "more than next working day late"

Today "awaiting allocation" at mid-day- so no hurry to send me anything out even though it was classed as late yesterday, and now it's gone past the time they allocate for the day.

Today those two discs did in fact arrive in the post!

A week of stuff-ups, I hope they start getting back on track soon.

Normally the service is excellent (I joined when they were Screen Select!) and I am very happy with the £4 credit.

lisa701

Thanks everyone. It does appear they have been experiencing problems with their system as I've now heard of several people having the same problems as I have.

I too have received the £4 discount email, and they have today sent me a 3rd disk (my sub only allows 2 disks at home at any one time). Looking forward to a weekend of movies.

Eydon

Perhaps this explains why I didn't get the confirmation email that my disks had been received. I know they have because they sent fresh ones out, but it's always nice to know the returned ones have arrived safely.

Dave101t

the last disc i received was last week, all within the 1 or 2 working days of sending back used ones, maybe hit-and-miss.

Abbafan1972

I've had a subscription with Lovefilm for years and I don't have any problems with the turnaround of the discs, but I'm getting increasingly fed up of not being able to put new films on the rental list even when they have been released elsewhere for rent and not getting priority titles.

I've just started a free trial with Blockbuster, the subscription is the same price, £9.99 for unlimited discs (2 at a time) and I can rent PS3 and Wii games if I want. I don't think there's a streaming service, but I don't use that one Lovefilm anyway. If that goes ok, then I'm going to cancel Lovefilm.