Love film- missing DVDs

swingaloo

We have lovefilm and up to now have had no problems. they have been really efficient, we usually get replacement dvds about 3 days after we post the last ones back.

This time there is a hitch, we posted back last Monday and haven't received the replacements.

When I have looked at the account it shows that we still have them in our possession so they obviously haven't received them back. Usually the turn around time is very fast.

It may well be that they arrive tomorrow so Im not panicking yet but are we liable for the cost of them new if they are lost in the post?
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Torry_Quine

There is a place on the web-site to report any problems with missing discs that you have returned.

swingaloo

Thank you for the reply. I have seen the 'report a problem' page and if the account isn't updated tomorrow saying the have received them I will fill in the details and report it.

I just wondered if you get charged as it dosnt say.

Paully232000

I used to have lovefilm up until about 1 month ago, and for about 7 or so years prior to that.
Had a few discs go missing over the years and have never been charged for any lost discs, just fill in the form and they will send you the same disc again, or a new one if it was lost on its way back to them.

Unless they have changed policy recently you wont be charged.

shaun_from_Africa

I've been a Lovefilm member for a few years now and in that time have had 2 lots of DVD's go missing.
One was a couple I had returned and the other was some that never reached me, and on both occasions there wasn't any problem with Lovefilm and they simply crossed them off my list and there was never any mention of me having to pay for them.

Esqui

We had no problem when a disc was lost in the post (it never arrived to us). They just sent a new one out.


I have the impression that they will only consider charging you if it happens an unusually high number of times to you...

mije1983

From their Ts&Cs:

You must wait a minimum of four working days before reporting a disc as not received or lost on the way back to us. It is your responsibility to then report all lost discs online. We are unable to offer a refund for any discs which are paid for by you and then found at a later date. You must comply with either Royal Mail's claim compensation process or our process. Failure to comply with these processes, as amended from time to time, will result in a charge being made for the lost disc.

I'm guessing their process is to write it off as, like the above posters, it has happened to me.

We reserve the right to cancel your membership subscription if it becomes apparent that, in our sole opinion, the postal service in your area is too unreliable.

The nice way of putting 'if it happens too much and we think you are a thief/liar'