LOVEFILM

Jedi_master · Joined: 19 May 2005 Posts: 7

Love film are utter ******* i recommend dvds365, excellent turnaround!

fistandantilus · Joined: 24 May 2005 Posts: 2

Have to agree with Jedi_master. I rejoined lovefilm with their 3 for 1 return offer and for the first month I was happy with the quality of service. Not the fastest but acceptable.

Soon as the first paid month went past and into my free period things just dried up.

Lucky to get two films a week! at the moment. Takes them 3-4 days to recieve a returned disc and then even longer to allocate the next disc.

Have complained twice and they just fob you off with they are busy and that you will allocate you a despatch date. Here is some of the info i got from their customer service department

Thank you for your e-mail. During busy periods it is necessary for us to assign customers with dispatch dates, this is the situation at the present time. We operate a fair play policy and as such these times are in place to ensure that all customers receive discs as soon as possible. Your discs will never be delayed for more than a few days and 75% of our discs are dispatched on the same day that we receive the previous disc.

I have checked your account and your next dispatch date is the 19th of May 05.
and
Thank you for your email, we do our best to get our customers the next DVDs they want as quickly as possible, the vast majority around 75% of our dispatches are completed on the same or next working day as receiving the returned discs. Our system will prioritise a customer's DVD dispatch by allocating a next available dispatch date. This gives every customer an equal chance of getting their next disc as soon as possible. We do not give any one customer priority as this would be unfair.

As you can see they are obviously struggling. If they report 75% whats the real figure?

My advice is go with DVDS365, I have the 5 disc package and 99% of the time get 5 discs sent out the day after posting them back. The other 1% they at least manage 4 discs.

Lovefilms is total garbage, avoid

MarEll · Joined: 24 Feb 2005 Posts: 15

Apparently they moved warehouse on saturday. This may explain the decline in service over the last few weeks.

This probably means that the discs (all 4) I recieved on friday and sent back today will take a while to reach them as they will still have the old address on.

LaZ · Joined: 29 Apr 2005 Posts: 58

Moved warehouse?

And there was me thinking they were trading from a market stall after their recent dire performance! Laughing

MarEll · Joined: 24 Feb 2005 Posts: 15

Oh yeah forgot the link
http://www.lovefilm.com/static.php?tpl=moving

Jiltz · Joined: 20 Apr 2005 Posts: 164 Location: UK

Marty73 · Posted: Tue May 24, 2005 10:02 pm Post subject: Funny..

Louise · Joined: 05 Jan 2005 Posts: 16

My turnaround is also slow from Lovefilm......................

Now they are "sending" discs that are on my out list for a few days, then they go back to my rental list...... So either they didn't send it, or it was sent & somehow marked so they knew I never got it & they nicely put it back on my list. Is this Lovefilms new delaying tactic??

Excuse me for being cynical, but the booking in 5 days late, then the "expected despatch date of xx" and if 3 are sent same day never arriving together do lead to suspicions that they use a variety of tatcis to throttle service.

They appear to ignore my emails re: excessive demand and still actively recruiting more customers, prefering a cut and paste reply, like those above.

I'd prefer an honest answer like;
We made a mistake. We have got more high using customers than we though we would, which is causing high demand. We are working on policys to reduce high users number of discs and allow low users to benefit. We have delayed high users in several ways such as taking 5 days to book in, and taking 5 days to allocate new titles. We realise now offering "unlimited" rental was an error, and now can offer xx a month for £xx.

pio575nec3520 · Joined: 11 Mar 2005 Posts: 5

My experience with Lovefilm was rather positive. I joined the trial 10 days ago and already got 10 dvds! In overall it is a better service than tesco and blockbuster. Maybe I am the lucky one.

LaZ · Joined: 29 Apr 2005 Posts: 58

andrewh2u · Joined: 26 May 2005 Posts: 9 Location: Central UK

They are truly the worst after your trial period expires.

You pay for 3xDVD service but you are lucky to receive 1-2 per week and then you can cancel your subscription and watch that payment keep cropping up on your statement afterwards.

Then you will find out how useless the 'customer service' [sic] response is when you fight to get the money back.

AVOID AVOID AVOID

MarEll · Joined: 24 Feb 2005 Posts: 15

How many dvds do you lot get a month? How much have you been paying per disc on average? It tells you this if you go to cancel.

Over the last 3 months I've been paying about a quid per disc, which I think is pretty reasonable.

fadger · Joined: 27 May 2005 Posts: 1

I used to enjoy my membership with LOVEFiLM - so much so that I upgraded my membership from Bronze (1 disc) to Gold (3 discs).

However, for the extra £5 I pay per month I find I am actually receiving LESS discs than before. On their bronze tarriff I would receive around 14 discs per month. Now, on Gold I receive 12 discs per month.

Thing is the discs are returned next day, sometimes even the same day. I know they receive them back as I make a habit of checking my queue several times a day (has anyone else noticed how they have removed the 'date received' from the 'Rented' lists?). I always keep around 60 discs in my queue from a wide range of genres - there's no way they can be out of stock.

This is unacceptable behaviour and I have complained numerous times.

The customer services are obviously monkeys who fire off the same excuse time and time again. So far I have been given 2 months free service as an apology. And things do not get better, only worse.

But now their time is up.

I have been informed by my local Trading Standards office that they are launching a full investigation into the practices of Online Rentals Ltd. Obviously I'm not the only one that has reported them!

All I can say is to anybody thinking of signing up to LOVEFiLM - STAY AWAY. Use someone quality like Screenselect. I've trialled them in the past and had outstanding service.

If anyone from LOVEFiLM is reading this. F**K YOU!!!

Schw3ppes · Joined: 18 Jun 2005 Posts: 2

I've looked through quite a lot of the reviews in here and I'm quite surprised by some of the comments....I've been with them for just over a year and not had any problems - got a damaged disc once but spoke to someone in customer services and they managed to get a replacement sent out to me the following day....also just wanted to say to Fadger, what a lovely turn of phrase you have! Laughing

ads · Joined: 21 Jul 2005 Posts: 8

Nope, Fadger is right on the money, trial experience great, signed up and it all went slowly down the pan over several months with discs drying up week by week. I think their 'fair use policy' is mostly to blame so if you want lots of discs do NOT use a Lovefilm run service

well said Fadger Evil or Very Mad