Ayme Gkb

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VUDU - Customer Service ignores tickets for weeks or even months

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I purchased a physical movie that had a code that I tried to redeem. VUDU said I already owned that movie and when trying to redeem it somewhere else it says that it was redeemed through VUDU. I opened a ticket with VUDU on Aug 23, then on Aug 28 then on Sep 1 and then again today. They have completely ignored the ticket. Two weeks and not one response. I still have a ticket open from 12/12/18 that they have not bothered to respond to since they said they were working on it on Jan 28, 2019. I am kind of stuck with them after redeeming so many movies through them. I am over 700 movies but if you are starting use a different site. Now with just about all of them interlinked it makes no difference what site you use. So avoid VUDU at all costs.
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Reason of review:
Poor customer service

Preferred solution: I fixed it myself through Fox so I would like a credit on VUDU

2 comments
Guest

As for someone who works for the company, I can assure you, thatโ€™s not our goal. For example.

When the new pet Sematary movie came out, we found out that there was redemption issues with that movie. Since ALL digital copy codes are made by the studio, we have to reach out to them to get you a new one. Which requires us to confirm proof of purchase. This is why we ask for photos and receipts & what not.

When issues like that happen, there are thousands of cases that we have to resolve. It takes time. Since all the content we offer on our site is technically owned by the studio, we have to get permission to sell/ rent that stuff out. We have to follow a set of rules & guidelines from the studios too.

If we donโ€™t, that studio can stop selling their content with us. We understand your frustration, we really do, but we have rules to follow just like every other company. Iโ€™m sorry your case didnโ€™t get resolved in a timely matter. I donโ€™t know youโ€™re full case story or who you spoke with, but I can assure you that the bad agents donโ€™t last very long.

All our calls & emails are reviewed/ recorded & Disciplinary actions are taken for those who donโ€™t meet our standards. Again, Iโ€™m sorry you had a poor experience. You might of caught us at a busy time of the year, such as the holidays.

(Oct 31 to mid January we do get swamped with tons of calls/ emails) You might of caught us in the middle of movie/ networking issue. I donโ€™t know, but I really hope you donโ€™t lose faith in us entirely.

Guest
reply icon Replying to comment of Guest-1785960

I have a ticket for technical help that is coming up on a year old. I have asked for an update 3 times and not one response.

If it wasn't for the fact that I have almost 900 movies on there I would have moved somewhere else. If I known that all these movie services were going to share libraries I would have not put everything under VUDU. A while back I purchased digital copies of movies I had under itunes so that I could have them all in same place.

And now I find that those have been made so they could be shared from itunes and all the others. Oh well.

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Ayme Gkb

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer
| map-marker Spokane, Washington

Disney Movie Club - Cancelled my Account

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Well, I am done with the Disney Movie Club. I pre-ordered Alladin on Sep 21st and according to them they sent it out on Sep 29th. They checked where it was and it was at a place that takes 2 more days to get here. I pre-ordered for a reason to get the movie for my little girl. She was expecting it today. I checked Amazon and they have the same movies for $7 cheaper and I get 2nd day shipping free. Amazon has it's own issues but they definitely have the shipping thing down. I called Disney up and told them I did not receive it. They said that it should be here today since items are supposed to be 5-10 business days. Today is the 10th day. I told them that the mail came already and no Alladin. She kept repeating that if it doesn't arrive by end of the day today to call them and let them know. I said why? The mail has already came and it's not like the mail truck is coming back here. So I am calling to say it's not here. So what's going to be done? Answer, nothing. I have to wait till I get it. Too bad. Why bother calling if the answer is well we shipped it so not our problem. So I cancelled and will just refuse delivery and wait for the credit back. Disney Movie Club is more expensive then a lot of places. Everything they have released in the last year was cheaper on Amazon.
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Reason of review:
customer service and delivery

Preferred solution: Full refund

4 comments
DMC M

I regret you did not receive that title as expected. We do work with the USPS to have them in homes as close to release date as possible.

I do hope you are taking advantage of the offers each Featured Title cycle, that is where you receive great discounts.

Look for those please. It will be buy one full priced title get so much% off additional titles.

Priscilla

Member Advocate

Disney Movie Club

Ayme Gkb
reply icon Replying to comment of DMC M

Your phone system is a joke. I also sent the movie back and I called today to check on status and they say it takes 4-6 weeks for you to show that a movie was returned.

What a screw up you and your system is. I am so glad I cancelled. Been telling everyone I can that this is a rip off. Buy your movies from Amazon or anywhere else.

You can get them cheaper most times and get them on time.

This wasn't the first time you guys missed having a movie delivered on release day. What's the purpose of pre-ordering if it shows up after everyone else gets it on time from other places?

Guest

when you pre order a movie, its suppose to get there on the day its released. I pre ordered alladin as well, and received it exactly on the 13th the day it was released for everyone else.

Ayme Gkb
reply icon Replying to comment of Guest-1049042

Yep, that's what I expected. I was expecting to get it on release day.

I got it on the 15th.

I ordered from Amazon on the 13th and it was here on the 15th. Free shipping :) So I marked Disney as refused and sent it back without even opening it.

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Ayme Gkb

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer
| map-marker Spokane, Washington

Amazon said one thing and then said oh well the other person shouldn't have told you that

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I made a purchase from Amazon based on what the Amazon employee told me on the phone. They said to call back if it didn't work out and they would make it right. It didn't happen and after hours on the phone and getting nowhere I am hoping you can help. I am an Amazon Prime member and buy most of the things online thru Amazon. Yesterday I was searching for dodgeballs. I found a site called http://dodgeballs.com/ It said that it was an authorized amazon associate. It even had the Amazon buy now button. Well I saw what I wanted at a great price http://dodgeballs.com/shark-skin-special-set-of-6/ I clicked the Amazon buy now button and it took me to the Amazon site http://www.amazon.com/o/ASIN/B004ZLTYJI/?tag=interestin018-20 The price was much higher. So I contacted Amazon online and chatted with Umang. Umang says that nothing they can do. I said I am not happy with that answer so I want a customer survey with comments. He said that when I click the end chat button the survey will pop up. I clicked end chat and no survey. I figured since he lied to me about that maybe he just didn't want to fix the problem. I contacted Amazon again thru online chat. I talked to Dave this time and cut and paste some of the previous conversation. He says that it can be fixed and that he would have someone call me to resolve the issue. I made it clear that if all they were going to do was tell me nothing can be done not to waste our time. He said no they our trained in this and will resolve it. When you resolve something to me that means they will make it right and not give the answer of nothing we can do. Especially since I said don't call me if all you are going to do is say sorry nothing we can do. The chat shows that Dave says they are calling. I said they called and I answered. He confirms that the call was connected and disconnected. I have the chat logs from Umang and Dave and I will attach them along with the screen shot of the item I wanted to buy. I thought about recording the call to make sure that everything was told to me would be help up on their end but I didn't. I cannot remember the name of the lady I talked to but she says that what probably happened is that someone just entered the wrong numbers in and I can either wait till they contact the seller or have them fix the price or I can purchase the item and then contact the seller asking for a refund. I was clear when I said so what happens if the seller says no? She said to contact them and they will contact the seller to work it out. I said and if that doesn't work? She said then Amazon will refund the difference out of their own pocket. They have a 100% AtoZ claim program. I said great sounds like I am covered. While she was on the phone I placed the order from dodgeballs.com and was sent to amazon again. I said does it matter that the site I started at is dodgeballs.com but on amazon it is sold by Great Lakes Sports? She said no that is probably a parent company and it is all the same. Ok good to go. I placed the order. I then contacted the seller thru the Amazon contact seller button telling them what was discussed with Amazon. Today they replied back and said that they are not affiliated with dodgeballs.com and cannot refund the difference. They received the order but they know nothing about dodgeballs.com. I then contacted Amazon and the trouble starts. I call and their message says they are recording call. When I talked to a person I said I wanted to record the call also. They hung up. I then contacted Amazon again thru their online order page and had them call me. I went thru the whole story and I was told that they have no authorized amazon associate program. He put me on hold and when I was on hold I looked the program up. There is all kinds of information on how to be an authorized amazon associate. https://affiliate-program.amazon.com/gp/associates/agreement/ I told him that and then he says that he was wrong. He says that they are not associated with Dodgeballs.com I said then you are going to put a report in and have them remove that from their website and the buy now button from their webpage. He says they cannot make someone remove that statement. I told him he is nuts if he thinks I am going to believe that if a company says they are with you and they aren't that you cannot make them remove that. I told him once again what the woman told me the night before about they would honor the price. He says that even if she did say that she was wrong and they don't have to honor what she said. I asked for a supervisor at that point and went thru all this again. It was pretty much the same thing. Oh well you shouldn't have been told that but we don't have to honor what we told you. I said I just want to make sure I am crystal clear that you are saying you guys can tell me whatever you want and then later tell me well that person should never have told you that. She said are you recording me? I hadn't but I was like sure why not and was about to when she said you cannot record me and she hung up. The Amazon website says your call has ended if you want to call back click here. I tried to click again to have them call me and it kept saying ooops cannot complete the call. I tried many times. I had to call back thru the general number. I get someone on the phone again and I have to go thru the *** again. I ask for a supervisor he kept saying he can take care of it. I mentioned about recording the call and he said that by policy we cannot record their calls. Yeah right. Their policies cannot tell me what I can or cannot do. I asked for them to send it to me. What do you know they can't. Anyway after asking many times to speak to a supervisor they transfer me. I tell the story again and the woman says you cannot record me. I said I am not. But I wanted to know why I can't since they can record the calls. They said they do it to record for business transactions and for training. I said great because I want to record this call for the same reason. We went round and round about that. I kept asking her why I cannot record the call. Is it because you guys have learned from Comcast that you guys will get burned for saying wrong things? She kept saying I do not consent to recording the call. I got irritated and told her are you having a difficulty with the word why? I want to know why and I already told you 3 times I am not recording. I wasn't getting anywhere because her answer was well they should not have told you that I would be reimbursed the difference because they cannot price match. I said she never called it price match because it was supposedly from an authorized seller. She said that it would be reimbursing because of the price mix-up. After she kept saying the same thing over and over I asked for her supervisor. She once again said I cannot transfer you if you are recording the call. I said see this is why I would want to record the call because obviously you cannot understand the words I am not recording the call. She was more worried about being recorded then the actual issue. After being on hold for about 10 minutes (maybe they thought I would hang up but I was already at 59 minutes on that call) Chris R. answers. All he would give me is Chris R. I could not get an employee number or anything else to differentiate him from any other Chris R. It was like talking to the previous person. They could not give an answer on why I could not record them but they could record me. He kept saying that the woman last night should never have told me what she did but it didn't matter because they won't do it. I said so you are saying that your employees can say whatever they want and it doesn't matter? The customer is hosed? He says that they will address the issue with the person I talked to last night and train them on what they said was wrong. I asked for that person's name so I could have a record of it. He says that there is no record of the call or who I talked to. It only shows that I talked to people today and to people online last night. No phone call last night. I said the online chat logs show that Dave says they are calling me now and that I will hear some hold music. I then told Dave that they called and I am on hold. He confirmed they called me and then he left chat. So how is it that those logs show the call was made to me but the call that shows you guys told me I would be reimbursed is missing? Pretty coincidental isn't it? I said see this is why people want to record conversations with companies because it's a he said/she said. He said that they would train the person and I said how you can do that when you have no clue on who to train or what exactly they said other then what I said. He said we have our ways. I said so then you have the log of the call? No. Then how can you train anyone when you have no idea what department they work or who they are. He says I am not going to discuss with you how we train people. I said yeah because obviously the only training you guys get is how to say I do not consent to you recording this call and hang up. They have since cancelled the order but I lost all that time dealing with them and if I had limited funds I would have to wait till the funds were cleared back so I could go to make another purchase at a different website that is cheaper than amazon. Why would I make a purchase at Amazon and pay more than buying the same item from Walmart for cheaper than but not as cheap as the dodgeballs.com that linked to Amazon. It irritates me that they will hang up as soon as they think they are being called but announce you are being recorded every time you call. The biggest thing that irritates me is that they think they can tell customers whatever they want and not be held accountable for it. They just say oh well they should never have told you that. I asked Chris R. what would have happened if I didn't email the seller right away. What happens if I waited a few days and by the time they got the email they had already shipped the item? Would I be stuck with paying the much higher price because of what your employee told me? Or would you refund me the difference? He says I am not going to answer a hypothetical question. I said you should because I would like to know how screwed I would be if I listened to anything else one of your employees would lie about. If you would make me pay the higher price even though an employee said it would be reduced then that says never to buy from you. If you would reimburse the difference then that means you can do it but you are refusing and that I should never buy from you. All I wanted was them to honor what the woman told me on the phone. That all I would be paying is the 37.99 and not the 94.99 per set.
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Loss:
$175
Cons:
  • Do not honor what they said
Reason of review:
Poor customer service

Preferred solution: Price reduction