Redbox Automated Retail

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Mr. [redacted],I am indeed sorry that you didn't receive the $5 off for the transformers promo.  I do see that you were given 3 promo codes as well as 3 credits for the issue already.  The credits will not be expired until 8/21 and the promos 45 days from July 22nd.  I will close out...

this issue today by refunding you $3.71 for the rentals you made while trying to receive the promo.  After totaling the compensation it comes out to $12.71.  At this point no further compensation will be made for the $5 off coupon.  I sincerely apologize that you were unable to redeem the promo as intended.   Thanks,Redbox Customer CareHeather

This is getting ridiculous. I wasn't given any type of number. I was told on the phone that promo codes were going to be sent to my email and that I was going to be refunded the rental fee, but I never received any promo codes and I never got refunded the rental fee. I'm so annoyed I have already reached out to people on Craigslist, Twitter, and Facebook to see if they have had the same experience with Redbox and if they have I plan on using that as evidence. Now a number was supposed to have been given to me. How they going to give me a number when they couldn't even give me my rental refund or send me the promo codes that I was promised to receive in my email.

Good Morning,I have sent the request up for your email address and account with Redbox to be closed.  I can send you confirmation through our Corporate escalations box once completed.  We do not offer email as a source for customer service any longer but do have chat or phone avenues to...

reach customer care.   Thank you, Redbox Customer Care

Dear Mr. [redacted],
 
We have recently received your complaint regarding the service experience you received during your recent interaction with Redbox. We sincerely apologize for the unsatisfactory experience you feel that Redbox given you.
We understand your concern about the way you were...

treated during your interaction and are disheartened to hear that your customer service experience was less than extraordinary. We can assure you that the feedback you have provided will be passed along to the appropriate team for review.
Regrettably, Redbox does not send out email reminders when a disc has not been returned. We understand that mistakes happen and things get forgotten when no notification is provided. We value your business and would certainly like to help out.
At your convenience please return the disc to your nearest Redbox location and as a courtesy to you we will be happy to reimburse the additional day charges in full. At this point as you have been billed for the maximum rental period of the disc, if you decide you would like to keep it that is another option as well.
If you choose to return the disc, once it is returned please contact us via the email address provided below and we will ensure the refund is processed. We sincerely apologize for any trouble this circumstance has caused you and look forward to servicing you in the future.
If you have any other questions or concerns, please contact us.
 
Sincerely,
 
Corporate Escalations:: Outerwall, Inc.
E: [email protected]
Case [redacted] , Call ID [redacted]

[redacted],
It looks like you have disputed this charge with your bank and we have received a charge back.  Our lost prevention department has challenged this charge back so this truly is in the hands of your bank and the lost prevention team.  If Redbox wins the dispute you will see a the...

charge come back onto your card.  At this point we would consider the issue closed.  If we do not win the dispute the chargeback will remain.  We will not be able to issue a refund for this particular situation due to this dispute.
 
Thank you.

Hi [redacted], We have reviewed your complaint regarding Redbox. Weapologize for any confusion regarding our reservation policies. Your rentalperiod begins upon selecting check-out online for your reservation, as thetitle is held for you at that point keeping other customers from renting. Werecommend...

picking up your title as close to when you reserve as possible tomaximize your rental period, as your title is still due back by 9PM thefollowing day. We hope this is understandable now, though we apologize for theconfusion. It does appear we provided you 3 promo codes, as well as 3 rentalCredits to make up for the troubles you experienced with your reservation. Pleaseenjoy these credits and promo codes on future rentals if you haven’t already.You have 30 days to enjoy your rental Credits, and 45 days to enjoy your promocodes.As we want you to receive the best of Redbox, be sureto check our deals out at http://www.redbox.com/dealzone We will share your feedback that the reservationprocess was not clear, as we want to ensure our valued customers such asyourself are well-informed. We thank you for your time and continued support.Sincerely, Corporate Escalations:: Outerwall, Inc.E: [redacted]@outerwall.comCase[redacted], Call ID [redacted]

Dear [redacted],We have recently received your complaint regarding being overcharged and incorrect pricing. We sincerely apologize for the unsatisfactory experience you feel that Redbox has given you. Unfortunately, there appears to be some misunderstanding that occurred between yourself and the...

agent you spoke with on the phone. We aren’t sure why you were told that our prices are $8.59 per DVD per day. We also were unable to find the pricing you claim to see on our website or on our boxes. You can find our pricing at: http://www.redbox.com/rentalterms. We do understand you have two separate charges that you are disputing. One of $41 and another of $21. The charge of $40.39 was for 5 rentals made on 10/10/2015. Four of these were DVD’s ($1.50+tax per day) and the 5th was a Blu-ray ($2.00+tax per day.) Three DVD’s were returned on 10/14/2015 (an additional $4.50+tax per disc.) The Blu-ray disc was also returned on 10/14/2015 (an additional $6.00+tax.) The last DVD was not returned until 10/18/2015 (and therefore cost and additional $10.50+tax.) This brings your total for this rental to $40.39. This is a valid charge and will not be refunded.As far as the other charge you are disputing, we are unable to locate it. If you can please provide us with additional information and send it to [email protected], we can look further into it for you. We will need the following:
Your billing ZIP CodeThe last 4 digits of the card The name of the cardholderThe title(s) of the discs rentedIf you have any other questions or concerns, please contact us.Sincerely,Corporate Escalations:: Outerwall, Inc.E: [email protected] [redacted], Call ID [redacted]

Complaint: [redacted]
I am rejecting this response because: I was told the same information you have provided, but the daily rate for those movies is ridiculous. If you think paying $84 for three movies I returned is justifiable for having them for additional days is satisfying amount then you have lost a customer. I could've purchased the same movies digitally on youtube for around $50 and would have the capability to watch them any where. There is no option to renew the redbox rental for the same daily rate, but yet I paid close to $100 for movies I don't own. I find that to be highway robbery and I will no longer utilize redbox. I would be thankful for the refund of the $12 for the movie that wouldn't play but that doesn't put a dent in how much I lost. I would been better off keeping the movie rather then paying such an expensive rate daily to be robbed twice. 
Sincerely,
[redacted]

Dear [redacted]
We have recently received your complaint regarding the Redbox gift card you purchased. We sincerely apologize for the unsatisfactory experience you feel that Redbox has given you. You stated in your claim that you requested a desired resolution of a refund of the gift card or promo...

codes/ account credits to use.
We would be happy to take a look into this for you, but we are having trouble locating your gift card order. To better assist you please provide the following information:
Name of person who order the gift card
Date of the gift card order
Email address associated with the gift card number
Gift card order number if you have it
Once we receive this information and locate your transaction, we will contact you back with how we will be able to help.
If you have any other questions or concerns, please contact us.

Dear [redacted],
 
We have recently received your complaint regarding your account being double charged.  We sincerely apologize for the unsatisfactory experience you feel that Redbox has given you. You stated in your claim that you requested a desired resolution of a refund of your charges...

and the credit used returned to you.
After reviewing your account, we have not found that you were double charged for your rentals. When you swipe your card at the box or complete a reservation your financial institution will authorize your account for the first day rental. The preauthorizations or “pending” charges will be credited back or drop off of your account within 5-7 business days of the date the transaction was authorized. Redbox does not process any billing until your transaction is completed by the rental being returned or a reservation expiring.
Our records indicate that you have been billed for the following rentals:
DVD rented on 5/27/16, returned on 5/28/16
On 5/27 there as a declined rental attempt, on 5/29 there were 2 incomplete rental attempts as the box did not have the disc to vend and on 5/29 there was a rental completed using a credit and the disc was returned on 5/30. You have not been charged for any of these transactions, however as mentioned previously your financial institution may have placed an authorization for each of these transaction attempts. For more information about authorizations please contact for your financial institution.
In your complaint you mentioned that when you attempted your rental transaction which the box did not have the disc, a rental credit was wasted. We do not show that a credit was applied to your account successfully during this transaction attempt as the disc did not vend since none were in stock. Currently, you still have 3 rental credits on your account available for use. You have 2 customer service credits and 1 Play Pass Credit.
As our resources show that you have only been charged in the amount of $1.61 for the rental of the disc on 5/27/16 and a credit was not applied for the incomplete transaction attempts on 5/29/16 for the movie that was not in stock, we will not be providing a refund of the $3.22 requested. We are unable to refund for charges that we have not collected. In addition, as your credit was successfully used on 5/29 for a rental, we will not be replacing it.
 
[redacted], as your concerns have been addressed, Redbox considers this case closed.
 
If you have any other questions or concerns, please contact us.
 
Sincerely,
 
Corporate Escalations:: Outerwall, Inc.
E: [email protected]
Case [redacted], Call ID [redacted]

Dear [redacted],
We have recently received your complaint regarding Redbox billing.  We sincerely apologize for the unsatisfactory experience you feel that Redbox has given you. You stated in your claim that you requested a desired resolution of a refund of $3.78.
We’re sorry your local box...

was down and you were unable to get your reservations.  Customer service previously offered and provided 3 rental credits, which compensated you for more than 100% of your rental cost.  Typically Redbox doesn’t offer a refund and credits.  In this instance, a refund of $3.78 has been set up as well and will reflect on your bank statement within 3-7 business days.
[redacted], as your concerns have been addressed, Redbox considers this case closed.
If you have any other questions or concerns, please contact us.
Sincerely,
Corporate Escalations:: Outerwall, Inc.
E: [email protected]
Case [redacted], Call ID [redacted]

Dear [redacted],
We have recently received your complaint regarding Redbox.  We sincerely apologize for the unsatisfactory experience you feel that Redbox has given you. You stated in your claim that you requested a desired resolution of a refund in the amount of $27.51 as you did not rent...

the movie.
Our system shows that you were billed for a movie rented on 3/19/2016 5:42 PM from a box located at the [redacted]. The disc does not reflect as returned to any Redbox location or rented out to any other Redbox customers.
With Redbox, in order for a movie to be vended your card must be physically swiped at the box. As you stated in your claim that this was a false movie rental, we recommend contacting your financial institution immediately to dispute the fraudulent use of your card. Your financial institution can work to reimburse you for any fraudulent charges made to your account.
In regard to the difficulty you experienced when speaking with customer service and not being able to get through to manager/supervisor we will ensure the information is passed along for appropriate review.
For future rentals we encourage you to enter your email address at the box. When you enter your email address at the box for a rental transaction you will receive rental confirmations, return confirmations and billing receipts to the specified email address. In addition to this, creating a redbox.com account and profile will also allow you to track the rental history of your movies.
[redacted], as your concerns have been addressed, Redbox considers this case closed.
If you have any other questions or concerns, please contact us.
Sincerely,
Corporate Escalations:: Outerwall, Inc.
E: [email protected]
Case [redacted]

Hi [redacted],We have reviewed your complaint regarding Redbox. Weare certainly sorry to hear you had difficulty enjoying the movie you rented. Werequest that you contact Customer Care anytime this occurs so we can bestassist you and to avoid applicable charges. If you have not already, pleasereach out to...

Customer Care with the title of the unplayable disc, as well asthe email address on your account so we can better assist you in adjustingthese charges. We request that you provide this information via Customer Careto keep your information safe and secure.We strive to keep our machines functioning as frequentlyas possible, however we understand machine issues can occur. We are more than happyto locate a functioning machine nearby if you ever encounter a non-functioningmachine. Please feel free to reference the Call ID below, as wehave started notes regarding your concerns to assist you more efficiently. Weappreciate your time and following up with Customer Care, so we can bestresolve this concern. Sincerely, Corporate Escalations:: Outerwall, Inc.E: [redacted]@outerwall.comCase[redacted], Call ID [redacted]

Complaint: [redacted]
I am rejecting this response because: I have received this response multiple times, I have reached out to my bank and they know that they should be on alert for Redbox charges. We have changed our bank cards, and yet the bank says they are receiving charges against our account from Redbox. I would feel more comfortable if someone from Redbox would be able to tell me if there is a charge on the card under another name (i dont need the name) . Instead I am being told, there is not charge. My bank is receiving charges from Redbox, so how can there be no charge on record. 
Sincerely,
[redacted]

Dear Mr. [redacted],
We have recently received your complaint regarding your experience with the Redbox reservation process. We sincerely apologize for the unsatisfactory experience you feel that Redbox has given you. You stated in your claim that you requested a desired resolution of five...

additional game promo codes.
Regrettably, when a box is experiencing technical difficulty it does not remove the location from our website unless there are verified connectivity issues.
While we understand the extreme inconvenience this has caused you we show you provided a refund for the reservation you were unable to pick up due to the box being out of service as well as a game promo code. 
Although your account is authorized for your reservation Redbox does not charge your card until the reservation expires or the disc is returned. Redbox technicians service the machines as often and as quickly as possible when an error is reported. At this time Redbox has not collected the funds.
We appreciate you taking the time to report the issue; we understand that it is not your responsibility. Our technicians are alerted when there is a machine issue but their standard service hours are Monday-Friday 8 AM- 5 PM. Regrettably, the time you reserved your disc was outside of the normal service hours.
The customer service representatives you spoke with on both occasions provided you with the most appropriate information they had available. Currently, when you already have a reservation placed, Redbox will not allow you to rent the same title this is to prevent duplicate rentals.  At this time the Redbox is unable to cancel or transfer reservations even if there is a machine error. This inconvenience is something Redbox is aware of and is working diligently to update this portion of our technology. Additionally, because the game was the first rental on your debit/credit card the system would not have allowed for the rental of a second game. Before you can rent more than one game at a time with Redbox you must have at least one prior game rental associated with your credit/debit card.
Though we hope that the funds are returned to your account sooner than 5-7 business days, we provide this time frame to account for the processing time it take both Redbox and your financial institution.
Redbox Customer Service is available by phone or chat from 4 AM- 1 AM PST. In the future you are welcome to contact before placing your reservation to ensure the box is working properly and to avoid any further inconveniences.
As a refund in full for the reservation of the game has been requested on your behalf and you have been provided additional compensation in the form of a promo code we will not be providing any additional compensation. If you are interested in additional promo codes you can get more by visiting: http://www.redbox.com/deals
Mr. [redacted], as your concerns have been addressed, Redbox considers this case closed.
If you have any other questions or concerns, please contact us.
Sincerely,
Corporate Escalations:: Outerwall, Inc.
E: [email protected]
[redacted], Call ID [redacted]

Complaint: [redacted]I am rejecting this response because: There is only one charge in dispute that redbox never collected. It was for $3.23. My financial institution said they never collected their funds and returned the funds to my account after 8 days of them never collecting their authorized funds. I was not able to rent movies and called them, they told me there was a system update and my account was closed accidentally and should work in 6 days. 6 days later I tried to rent again and was told they never collected the $3.23 and didn't know why their system glitched and my card would work in 6 days. 6 days later, my card still didn't work. This time was told that there was nothing they could do about it and that my bank denied them, my bank has the copy of the entire process. I bought pizza right after returning the movies, the money was there on hold for them but they never collected. This is a problem with their system glitch in and didn't collect. This is in no way a fault of mine and they refuse to dissolve the matter. I will have my financial institution email the proof and upload it asap. Thank you. Sincerely,[redacted]

Hi [redacted],We have reviewed your complaint regarding Redbox.We will review the previous contacts you had with ourCustomer Care to see if any coaching opportunities are available, as we wish tobe providing the best level of care to our valued customers such as you. Regardingthe Redbox charge you are...

disputing, we are showing this issue to be resolvedat this time.A refund of $13.42 of your $26.92 total charge was appliedon 7/11/2015. A refund can take 5-7 business days to reflect upon your account,so you should be seeing this shortly. The charge acquired was valid as the discin question was kept past the maximum rental period before it was returned. Weappreciate your continued support and returning this disc, so we refundedpartially to assist with the unexpected charge.Your account has access to viewing rental historyonline and your account is also set to be receiving email receipts; if you needany help in viewing these, please let our Customer Care know. We want you tohave records of what we have for your discs, as well as invoices for thecharges on your account so if any concerns arise you can contact us at thattime.We hope this information helps and thank you for yourtime.Sincerely, Corporate Escalations:: Outerwall, Inc.E: [redacted]@outerwall.comCase[redacted], Call ID [redacted]

Hi [redacted],With the email provided I was unable to find the $400 charge you are seeing either.  I would need the last 4 digits of the credit card that you are seeing the charges on and the billing zip code.  This may help us pin point the charges.  Also the same information if...

there is anyone else that shares your banking account but may have a different card.  If all else fails we will then need to go to a readout of the charges that you have seen, transaction numbers, and dates.  This was we can get it up to our software team to further investigate.  But let's first start with the CC and zip code.I am glad you have reached out so that we can get this resolved for you.Thanks,redbox customer care team

Dear [redacted],
 
We have recently received your complaint regarding unexpected charges.  We sincerely apologize for the unsatisfactory experience you feel that Redbox has given you. You stated in your claim that you requested a desired resolution of a refund in the amount of...

$200.
 
We were able to locate your account using the email address provided and see a total of 97 rentals. We do see that you rent with promo codes and credits often. However, after further reviewing your rental history we are not seeing anywhere that we have collected $200 from you. Please note that when using a promo code your bank may choose to place a hold on your account which will show as a pending charge. It is very likely that these “charges” you are seeing are actually just the authorization holds that we never collect on.
If you believe otherwise, please email over a copy of your bank statement to [email protected] referencing ID: [redacted] and we will gladly look into it for you. Also, if these rentals were made under a different email address, please let us know.
 
Until then, we will not be offering any refund amount.
 
[redacted],  as your concerns have been addressed, Redbox considers this case closed.
 
If you have any other questions or concerns, please contact us.
 
Sincerely,
 
Corporate Escalations:: Outerwall, Inc.
E: [email protected]
Case [redacted] , Call ID [redacted]