How awful Lovefilm customer service is.

jackiebrown · Joined: 16 Feb 2005 Posts: 2

I am truely shocked at how bad these guys are at replying to their emails, I was charged for my 3 week free trial on the 2nd day and I emailed them about this. 9 Days and another 6 emails on i have had no reply to any of them.
I have even sent one from my work email and another different email, but no its like talking to a blank wall.

Absolutely shocking. I even emailed Kerry the boss? She did not reply either. I will be claiming the money back on my credit card and would not touch these guys again with a 40ft barge pole. Evil or Very Mad

admin · Site Admin Joined: 09 May 2004 Posts: 137

Did you use any of lovefilm powered sites before you took this trial?
If you had they would charge you as you cant have a free trial.

When you send emails to customer support if you do through form you should get an automated email back with ticket numbers.

So should have at least got these emails.

jackiebrown · Joined: 16 Feb 2005 Posts: 2

I did not even get the automated number for any of my emails which I thought was weird. I do have a hotmail account and checked my spam email but I tried other accounts to. I sent it through their customer website helpdesk. I always get my rental emails through.

This is the first time I have tried dvd rental online Rolling Eyes

I used the code from here which gives you a free dvd to keep

my account currently says:

LOVEFiLM member since 6th Feb 2005
Your membership level: Webuser Silver change
Number of DVDs you can rent at once: 3 change
Monthly Fee: £14.99
Next Billing Date: 8th Mar 2005
Free DVD Rentals Remaining: -2 <<--------- how weird is that

so basically they let me hire one dvd then charged me for the month

Aenima · Joined: 21 Dec 2004 Posts: 86

. I've just had a bit of trouble with DVD365 (now hopefully resolved), but they were the same re. e mail. I did however get reference numbers but no replies for 5 days. I was lucky enough to get a phone number for their customer service from admin on this site. They got back to me literally 30 minutes later. So a phone number for Lovefilm would help if there is one.
Good luck.

Cheers,
A

j2k4 · Joined: 15 Apr 2005 Posts: 32

If your email had been received by them you would have received an automated response giving you a ticket id.

HateLoveFilm · Joined: 16 Apr 2005 Posts: 23

I have sent them numerous emails about the slowness of them receiving back titles.

They reply with an email that always blames Royal Mail for the delay.

Recommend sending an email to their CEO mark.livingstone@lovefilm.com

j2k4 · Joined: 15 Apr 2005 Posts: 32

Then you should receive rteplies to your complaints.

Did you receive the atomated ticket id email they send out? If you did not then I think this means your mail was not received?

I wouldn't bother emailing that Mark guy, do you really think the ceo has enough time to deal with petty customer complaints?

Sorry dude you need to chill a bit, give them a call talk to them, try to be calm (from what I've read so far this could be unlikely for you) & I'm sure they will offer you the assistance you need.

Guest · Posted: Sat Apr 30, 2005 4:11 pm Post subject:

Most of us will cancel after the 3 for 1 offer is over anyway. At the end of the day they will continue to perfrom poorly no matter how many times you email/phone them.

Anyhow they have changed their terms and conditions and state that they only dispatch titles at the next available time no longer the 24-48 hours stated previously.

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