Redbox
Reviews and Complaints

I rented one movie on July 19, 2010 and returned it on July 20, 2010. First I was charged $1.25 for a $1.00 rental then they fixed that. On July 21, 2010 I was then charged over $25.00 by RedBox. I had not rented any movies from them and they over drew my account. They said there was nothing they could do until the refund posted and it wasn't their fault that I received an overdraft. They didn't care that I needed that money to put gas in my vehicle to get to work, or care that I would be unable to get to work. They didn't care that they embarrassed me. I am filing a class action law suit against them for unauthorized transactions to my account.

So I decided to check this RedBox out and got my movie.. Went home to watch it and it wouldnt play... I looked at the DVD and it was all scratched up so I called RedBox and it took me 15 mins just to get someone to answer.. When they did they were nice and gave me a promo for two movie rentals. So I took this DVD back and got another DVD.. Some movie though.. Well to my surprise it was the same DVD because it wouldnt play at the same spot... They put the DVD back into rotation at the very top so the next SUCKER! can get it... Never will I use this RedBox again... Remember...U GET WHAT YOU PAY FOR!

Returned a movie to a different RedBox, they showed was not returned an charged me $25. Two days later my wife got charged $50 for two movies the did not show returned at the same machine. The customer service people insist there is no way whatsoever the machine could have an error. I recommended a physical inventory, but they insist the machine could never ever make a mistake. They insinuated we kept the movies, and only refunded half of one of the $25 fees. I am going to BBB next, then Attorney General after that.
DO NOT USE REDBOX, they rip you off!

I went on vacation to Pigeon Forge, TN and tried Redbox (for the first time) at a Krogers. We returned the movie the next day. I subsequently got a charge for 5 nights. We were actually back in FL so it was impossible for us to have been late returning the movie. Anyway, they gave me a credit but the line level customer service was not good (the Supervisor was better). Just note, there is a flaw with the machines. Be careful. I doubt I will use Redbox again.

I rented a movie from a Redbox kiosk located at a local King Soopers (Kroger) store and was appalled when I opened the case to discover extremely graphic and vulgar markings inside, likely from the last renter. Had my 13 YO daughter opened the case I would have been filing a lawsuit against both Redbox and Kroger. Unlike Netflix, Redbox has no means to prevent this and many other problems e.g. scratched or smudged DVDs (which happen often). I am going to personally pressure my local store to remove this kiosk.
(Note: I did take photo but am not at my home computer)

I contacted Redbox after an unsuccessful attempt at entering a free rental code received on my cell phone at one of their Redbox stations. The code was still in effect at the time and I had it ready to recite to the customer service representative. It was a simple request.

However, after speaking with David and then escalating to Dallin, in Seattle, I was told that they had no intention of helping me. A very poor customer service ethic was in evidence and it was almost as if they were "tag teaming" the consumer to prove that they could be right at the risk of losing a customer. Very poor communication skills and no knowledge of consumer advocacy and retention. Mitch Lowe needs to know about where he is failing his consumer base.

Sad and disappointing result with no attempt made either to listen attentively or resolve the problem!

50 days ago, I returned 2 movies, one was rented from a local Red Box, and the other was rented from the local DVD Play machine. I was not aware of it, but the dvds were switched in the cases, and when I went to the Redbox first and put the movie in, the return was accepted, and I then went to the DVD play machine at the other location. When I attempted to return the DVD Play movie, it kept rejecting the movie with the error it "was not a DVD play movie"

I then called DVD customer support, and the tech said I should have returned a different movie, and that the one I was trying to return was no the one rented on my account. I asked them how to get the movie out of the redbox machine, and the tech said to call redbox customer support, and that however many days I was later charged, that DVDPlay would be willing to meet me halfway on that charge. I was impressed with DVDPLay...well when I called REDBOX...lets just say that after 50 days, 6 frustrating telephone conversations, a total of 45 minutes on hold, and a small aneurysm later Red box's own Super jerk Patrick, who is supposedly the highest ranking supervisor at his location, tells me "he is sorry, but there is nothing he can do for me in this situation"...no "I apologize for the mixup on why we have never located the movie, or how about some free promo codes, or we can credit your account, no nothing but an agravating "I'm sorry there is nothing we can do" I then called backl DVD Play, who found this unbelievable too. That a "larger" company such as RedBox would seemingly be so uncaring to their loyal customers. I say "loyal", because between my entire family (brothers and sisters), we used to rent approximately 100-200 movies from them a month (I have a large family). Poor Patrick...thinking he is being a good "company man" and squeezing a lemon to get lemonade...little does he know who my uncle is...oh...its not going to be good for Patrick, and expecially for RedBox, when he gets this...Lets just say he is Federal HEadhunter of sorts, that goes after companies that practice unfair consumer trade practices.

All this coming down the pipe to redbox...for a measly $26.83 that I was charged for my own inadvertant error.
Feel especially sorry for young supervisor patrick, because when the wave of this gets to RedBox corporate...and all of the trouble this type of unfair consumer trade will cause them...poor Patrick will be demoted or l"let go"...Patrick...or employees like him...USE YOUR HEAD...COMMON SENSE...Was your job...your companies future worth it?

American Business has got to start doing better customer support...follow-up on their employees, and listening to customers, instead of reading prewritten, speeches, or saying what they are trained to do...deny deny deny

America is FED UP, and some of us HAVE VERY POWERFUL GOVERNMENT CONNECTIONS! ;-)

Oh yeah...I called DVD PLay back, and they credited me 13.42, and gave me 10 free rental promo codes...and they are out a movie...what can you say about a company like that.>>BRAVO DVD PLAY...youve got all my future business, as well as my families now!

Redbox overcharged me for a DVD ("Sherlock Holmes"), stating I had kept the movie for 10 days, when in reality I had only kept it for 2. I called customer (no) service immediately after discovering the charges, and they offered me two free movies, which I declined. I will not use there service again. I'm sure 99% of the time, it works well, but beware for overcharges!

I work the graveyard shift and pretty much sleep during the daylight hours, so going to the video store is never convenient. I had Netflix previously but didn't really rent enough to make it cost efficient, so a friend recommended Redbox to me. Being a dollar a night and a pay-as-you-rent 24 hour kios, it was ideal. I made my first rental for four dvds and all was well. Returned them the next night, following all prompts, and saw the 4.12 charge the next day. All is good.

Except that a few days later, I see another charge. This time for over 25 dollars. I call Redbox, and after a long wait, speak with a rep who tells me this is b/c I didn't return the videos until a week later. What?! I explain what happened, but she then goes on to say that it's impossible that I returned them when I did because a tech checks each box each day and manually checks in any dvds that get "hung up" in the system. She also checks and sees that none of them were rented out during the time they said I had them. I request a supervisor. I explain to him and emphasize how this was my first time ever using the system and I'd be glad to cancel out my account (not lying to get out of paying a late fee basically) if it's refunded. He says he can do half. I explain again, how half would be acceptable if I kept the dvds, but I didn't. He finally agrees to refund the whole amount and I ask that any info/account created be removed.

It ended well, and in that regard, Redbox did right by me. However, I do want my experience to be "out there" as a complaint because consumers need to know how often these things happen. According to Redbox, they have counter measures to make sure these things don't happen, but in my case, none of them worked and they used them to try and discredit me. Since all of them rely on Redbox tech and Redbox information (no receipts at time of return, no camera, nothing...and please don't say we should read the fine print. It's fine for a reason), the consumer really has nothing but their word to back it up.

One thing to remember if using this service: Redbox rep said to look for an email that says you returned the dvds. If not, call them immediately. I received an email that specified the charges (for the one day amount) and thought that was the email they mentioned, but it was not, which was a bit misleading in my opinion.

Looked like it was a great idea - movies at the grocery store for only $1.00 a night. I have used it many times the past 2 years. However, one day I noticed Redbox charged me $24.99 on my credit card; when I called, they said I had not returned a movie I had rented. Problem was, I definitely returned that movie the next day as it was always been the case every time I rent at Redbox. Customer service claimed that the system showed that the dvd was returned only after 25 days later.

Even I did nothing wrong, I still got charged $24.99 with NO appeal. From hereon, Redbox loses another customer. I WILL NEVER RENT A DVD FROM THIS COMPANY AGAIN!?!?!?!

I tried to rent a movie online Tuesday morning, and the confirmation email said you have rented "" - with no title. I assumed something had went wrong, so I emailed and told them of my problem, and requested a refund - I did not have time to mess with it that morning. It is now been two days, and I have not heard back. At one time, Redbox had good customer service, but that is apparently not the case any longer. I will start using retail movie rentals again. Too bad, I did like Redbox.

I liked Redbox... until they decided to say I did not return a movie... which i know I did and they charged me $25.44. I have had so much difficulty returning movies to their kiosks. but ultimately, I want to knwo why I was never notified before that I supposively did not return this movie. I wouldn't care if i had the movie because it costs nearly $20 for a DVD... I emailed my complaint, and someone answered and ask me a series of questions about what their kiosk said. I wrote back explaining how i continuously have trouble returning movies (their screens freeze or their full so you cant put a movie in), but no one has responded back. I told them to look at my rental history, i've always returned my movies the very next day. It's total BS and if they don't return my money then I'm done.
I'd like to know how they expect us to prove that their machine malfunctioned.

i want 52.01 back on to my card (walmart prepaid i have let them know i want it back) very unhappy with the product. and they have abbused the info i have provided

I am writing about Redbox's HORRIBLE customer service. I have sent emails THREE days in a row stating that I need a refund for one night's credit, since the machine was down when I first tried to return my movie. I have not heard anything back and plan to call the 800 number again this evening. I tried calling immediately when I got home the other night and no one answered for approximately 15-20 minutes. Ridiculous customer service! If this isn't resolved INSTANTLY when I call and demand to speak with a manager, we will NEVER be renting from Redbox again! And I will publish my experience on as many websites as possible so that others know of their terrible customer service!

I had rented several times from Redbox, mostly without error. Its a good 25% chance, however, (In my experience), that one will receive a non-functional DVD.
I had just paid for these rentals not wanting to hassle with their (or what they call their) "Customer Service".

No longer. I rented once again..sigh, and it was a non-functional DVD.

I emailed customer service and asked them what I should do with this DVD as I did not want to return it to the machine for another unlucky customer to retrieve and then be charged..
They told me to return it and that I would be refunded.

No later than 2 days after I a) attempted to return the dvd to its source. (It was broken) b) had to find another redbox in my city to return it c)returned the dvd, I was charged 9.08, 1.08, and an additional 10.08...so, 20.16$ to rent a broken DVD.

Redbox states they will now not refund my money. I suggest everyone take the additional step to file a complaint with BBB. There are more than enough people here to file a classaction against Redbox. You won't be paid out much I am sure, but atleast it will finally give the proper image of this company.

I am so frustrated, I hope people read these boards and do not rent from Redbox.

I received an e-mail on 12/23/09 stating that I had rented three movies in Phoenix AZ totaling $3.25. I do not live in Phoenix and I have never been to Phoenix. I sent it to RedBox right away saying that this was a fraudulent transaction. I heard back after Christmas 12/30/09 asking if my account had been charged as well because sometimes the e-mail just gets sent to the wrong place. My account had been charged so I contacted my bank to report it as well as give me a new card. I e-mailed Red Box to let them know that my account had been charged and what they are able to do to get this resolved. I received no response. I e-mailed again and finally heard a response today 1/15/10 saying that I had to fax them paperwork that I had to report this to the local authorities and the cancelled card. For 3.25 I'm going to go to the local authorities?! And then they e-mail me saying that they did not receive the movies back and proceed to ask me the following five questions:

1)Did you have any problems when you returned the DVD?
2) When did you return the DVD and to what location?
3) What did the machine tell you when you returned the DVD?
4) Did you have to try more than once to return the DVD before the machine accepted it?
5) Did the screen confirm the DVD was returned successful?

HELLO! I'm e-mailing you because this was fraudulent and I did not rent these movies. So clearly, if I didn't rent them, how could i have attempted to return them. It's too bad because I have been a huge advocate for Redbox and had they handled this situation in a more professional and helpful manner, then I would still be a loyal customer.

Redbox is a ripoff and pratices shady business. I reserved a couple of movie on their website on NewYears Eve. When my Husband went to pick the movies up the machine refused my credit card stating that it was not the card on record. I knew this wasn't true but didn't worry about it since the box didn't release the movise. We later received a free rental code via email apologizing for some boxes being full. I thought this was a great gesture to keep business. Little did I know that redbox had already charged my account for the 2 movies we reserved but couldn't retrieve. I called the customer service number and was on hold for approximately 20 minutes only to be told by the rep that this is their pratice and I should have called earlier to complain. Finally she refunded my money back to my card and said to me...again...that in the future I need to call earlier. I advised that would not be a problem since I plan on NEVER using redbox again! I'm going back to Blockbuster. Someone needs to blow all redboxes up and send them back to where they came from.

Red box may seem like a dream come true for DVD rentals, a dollar a day, the truth is they make the rest of their money in scamming people on charges and not providing full refunds. I rented two movies and tried to returned them and the machine jammed. After calling and being assured I wouldn't be charged for those movies I was given a free one night rental which I decided to use. I rented them returned two the next day and kept the last movie for seven days before I returned it. Now I'm out $110 and they almost overdrafted my account. How much are they refunding me only $75 simply because they're machines didn't register the return, in addition the movies it did register returned says I kept each for 3 days. There's no point in emailing because it takes days for them to respond, calling their customer service you're going to either be cut off completely because of the massive amount of complaints or be put on hold for 30min. A $1 a day sounds great, I rented five movies, returned four the next day, and kept one for 7 before returning it, rather than the $11 I should have been charged, if not for weekly checking my statements they would have taken $110, in all their good graces they've only decided to take $35. This is where they're money comes from, with complete access to their cards, they charge people for movies already returned and rented out to someone else and only give partial refunds, they made $35 off of me, don't let it be you.

I am sooooo sick and tired of everyone complaining about everything that goes wrong when they use Redbox...

Sometimes people should take responsiblity for their actions.

It's simple, $1.00 per dvd, per day. How hard is that. If you can't return your Dvd you can call anytime between the hours of 7am and Midnight CST to receive assistance. And you will get it if you call withing 72 hours of your issue. Grow up and START READING THE FINE PRINT... I also love how you can got to Redbox competitors site and complain! I bet this complaint won't stay up longer that 1 day if it stays up that long!

I rented a movie from Redbox. Turned it in on November 26 2009. Redbox provided me a receipt for turning it in on Dec 4, 2009. Spent 25 Minutes on the phone mostly waiting for a Redbox customer service rep. They are refunding my money which I have to wait around 6 days for. On top of that Redbox says that they cannot provide any kind of retribution for spending all that time waiting on them.

The customer service rep said that sometime the movies don't check in and they fall to the bottom. In which case you should call them immediately. Not everyone has 25 minutes to spare.

Simply dont use Redbox.

Poor customer service is what I call it.