Redbox Automated Retail

Dear [redacted],We have recently received your complaint regarding your Play Pass points and not having a way to track that you did receive the correct amount of points.  We sincerely apologize for the unsatisfactory experience you feel that Redbox has given you. We appreciate your feedback...

and want you to know that we've shared it with our Marketing and Web team so that they can take it to heart and provide a solution to this issue in the future. To go beyond that, we did check your account and it does appear that you did earn the 20 points for the rental of Furious 7. We do apologize for this confusion.[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: [redacted]@outerwall.comCase [redacted],

Dear Ms. [redacted],
We appreciate your prompt reply. While we understand your concerns, unfortunately we show no evidence that any of the 5 discs were received back to any Redbox location. As you entered your email address for your transaction, when the movies entered they system successfully you would have received an email confirmation. If you have any of these confirmation emails please send them to [email protected].
As previously mentioned, our boxes are inventoried weekly. If the discs were located anywhere within the box they would have been checked in promptly by our field technician. For all 5 of the rentals we have no verification that the movies were located. Although we have no evidence of the Redbox movies being returned as a courtesy because we value your business we provided you a partial refund for the charge. Please understand that with no evidence of the movies being located as returned we are unable to provide further compensation.
Ms. [redacted], as we have addressed all of your concerns Redbox now 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]

Could you please send me the last 4 digits of the credit card that was charged?  I see via your email you have used a couple of different cards so I would like to make sure I'm looking at the correct transaction.  Also, send along the billing zip code.  This way I can explain the...

charges. Thanks,Redbox Customer Care

Hi [redacted], We have reviewed your complaint regarding Redbox. Upon researching we were able to find the card inquestion under your account; we fortunately found there are no balances owed atthis time. Redbox attempts to collect charges once a transaction is complete. If for somereason Redbox is...

unable to collect a charge in full, we attempt to collect abalance once a week until successful. Also, we are unable to refund for chargesthat were not collected in most instances. As we wish for you to have recordsof Redbox charges, as well as what we have for your rentals, we have emailreceipts and the option to view your rental history online. If you need anyassistance in setting up these features, please reach out to our Customer Care.We previously applied a refund of $44.94 to assist withthe total charge collected on your account. This refund now processed, as thelast balance pending was collected on 7/15. You will see this refund of $44.94within 5-7 business days.We apologize for any delay in your resolution and thankyou for your continued support.  Sincerely, Corporate Escalations:: Outerwall, Inc.E: [redacted]@outerwall.comCase[redacted], Call ID [redacted]

Complaint: [redacted]I am rejecting this response because:
I no longer have these CDs in my possession as they are currently inside the redbox kiosk in Rutland VT, at Price Chopper, where they were returned to on September 9th 2016 at 10:01am. I received the confirmation message on the screen of the redbox kiosk. Your kiosk is broken and it needs to be looked at ASAP so you don't take anyone else's hard earned money, by "mistake" thank you for your time. And you can close this case. This is a publically known issue on Facebook. Multiple people have had this happen to them where they return the cds and a couple days later, being charged for them AGAIN!
Sincerely,[redacted]

Revdex.com: Thank you for getting back with me. Last 4 of the card is [redacted] and zip code is [redacted].
Sincerely,
[redacted]

Miss [redacted], I have reviewed your complaint and decided to issue the refund you are requesting of 34.24.  You should see this reflecting on your account within 5-7 business days.  I do see that there was a purchase within the transaction but that the blu-ray in question was not...

purchased it was rented.  Well that's at least what our information shows.  So I would like to look into this a bit further to determine if something may have went wrong.  You stated that you have the receipt with the purchase receipt for both movies.  If you wouldn't mind sending that over to [email protected] I will be able to research a bit further.  I appreciate you reaching out. Redbox Customer CareHeather

Dear [redacted],We have recently received your complaint regarding theunreturned video games.  We sincerelyapologize for the unsatisfactory experience you feel that Redbox has given you.You stated in your claim that you requested a desired resolution of not beingcharged for the games.We checked...

the system and neither game has reappeared in thekiosk nor were they marked as being returned by the kiosk.As a one-time courtesy, both discs have been marked asreturned per your conversation with our customer service team.In the future, we recommend staying at the kiosk andensuring that you get a successfully returned message on the kiosk. If you donot, please contact us immediately so we can prevent further charges to theaccount and also make sure the location is checked out. We also recommendsigning up for emails so you receive a return notification as soon as the discsare returned.As your concerns have been addressed, we consider this caseclosed. If you have any other questions or concerns, please contactus.Sincerely,CourtneyCorporate Escalations:: Outerwall, Inc.E: [redacted]@outerwall.comCase [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 $42.00.
 
Our records show the 2...

rentals from 1/1 aren’t listed as returned as of today at any box in the country.  Our field reps do weekly checks at each box and didn’t locate these discs.  Additionally, we show that a refund was given to you in June for the same situation, with 2 other rentals, that also don’t show as returned as of today.  Because of this, the charges for this transaction are valid.
Redbox offers the opportunity to get rental and return receipts by entering your email address at the box.  If you enter an email address, you’ll get a receipt the day of your returns.  If you make a return, and don’t get a prompt receipt, please let us know at that time, and we can check into the issue before any billing occurs.
[redacted], as your concerns have been addressed, Redbox considers this cases 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 Ms. [redacted],
We appreciate your response and the feedback you have provided. We understand your concern and at this time have provided you with all of the information we can.
Once again as the charge was for rentals associated with theft and the crime was reported to the authorities we recommend to seek assistance from your insurance company.
Ms. [redacted], as we have addressed all of your concerns Redbox does consider 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]

Good Afternoon,As long as you are receiving points now it'll probably be easiest and quickest to just give you a couple of codes that can be redeemed now rather than trying to add points to your account.  please accept the following promo codes, each one good for a free one-day rental of any Blu-ray Disc or DVD of your choice, or a discount on a one-day game rental. The codes will be valid for 45 days from today's date. Here they are: [redacted] At the Box To use a promo code at the box, touch the PROMO CODE button when you get to the checkout screen. You'll still be asked to swipe your card to cover any additional days you hold on to your disc. You won't be billed for your first rental day, but you'll see an authorization hold that'll drop off of your account in 5–7 business days. Online To use a promo code online or on the mobile app, click the "Use Credits or Promo Code" box on the checkout page, then select "Use Online Promo Code." You won't be billed for your first rental day, but you'll see an authorization hold that'll drop off of your account in 5-7 business days. Only one promo code can be used per transaction. If you have any more questions, please contact us at www.redbox.com/help. Thanks! Redbox Customer Care

Hi [redacted], I have looked up your account and issued your a refund for $36.47 back onto the card ending in 4706.  You should see this come back onto your account within 5-7 business days.  In order to prevent this from happening again I always suggest to our customers to create a profile on Redbox.com.  Then you can track your rentals and returns.  This helps to ensure you that the box has accepted and read your return accurately.   Have a great Monday! Redbox Customer CareHeather

Dear Ms. [redacted],
Thank you for your prompt response. After further review of your contact we see that you have been refunded in the amount of $3.18 as the promo code did not apply as intended to your transaction.
We appreciate you allowing us to assist you and sincerely apologize for any inconvenience this has caused you.
 
Ms. [redacted], as all of your concerns have been addressed Redbox now 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]

Miss [redacted],We would be happy to take a look into your account and see what we can't do to help you out with this incident.  In order to do so I will need the last four digits of your credit card that was charged and the billing zip code attached to it.  Once I'm able to look up the...

transaction I'll be able to make a more educated decision on how to help you out best.Thanks, Redbox Customer CareHeather

Mr. [redacted],I have been able to look up your account and it seems that we have been attempting to collect for the movie rented on the 7th of April and not returned until after the 17 maximum rental period, however, we have been unsuccessful at this time.  If you are disputing a different movie...

please let me know.  If we are able to collect for the movie then I would be happy to work with you on a courtesy refund for you.  If you are seeing that on your bank account that the charge has indeed went through please provide me with your bank name and the transaction number so that I can see if there is a miscommunication with our billing and your bank.   Thank you, Redbox customer careHeather

I have nothing further to add.  Red Box is a company that I'll never do business with again and I will also not recommend Red Box to anyone I know.

Complaint: [redacted]I am rejecting this response because:
When I contacted my credit card company and asked why the charge was deemed valid, I was told that Redbox denied that they said I could return the movie. It is also a lie that the charge was for days I rented the movie before I returned the empty case. I returned the empty case within the 24 hr rental time.Sincerely,[redacted]

Dear [redacted],
 
We have recently received your complaint regarding Rebox. We sincerely apologize for the unsatisfactory experience you feel that Redbox you. You stated in your claim that you requested a desired resolution of a refund of $3.21
After further review of the information you...

provided it looks like you were able to speak with a member of our Corporate Relations Team who provided further clarification about the $3.21 being a preauthorization for your movie rentals. As Redbox will not be collecting these funds we are unable to issue compensation. As provided in your earlier conversation with our Corporate Relations Team, the pending charge will fall off within the next 5-7 business days.
We apologize for the delay in the response time to your voicemail and for your previous service experience. The feedback you provided during your phone call has been sent to the appropriate party for review.
 
[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]

Thank you for your email.  First off I'd like to say I'm sorry that you were in the hospital.  I hope that you are doing much better.  I have went ahead and processed the refund for the additional days for the movie and game that you had out during this time.  You should see a...

refund of 86.42 come back into your account within 5-7 business days. Take good care, Redbox Customer Care Team

Complaint: [redacted]
I am rejecting this response because:Hello, The case was closed despite mailing a response in the time allotted. I have included my response below. This information was being requested by Redbox, in order to proceed with the handling of the complaint. Please affiliate this email address with the complaint, so that it can be dealt with electronically, if possible. Thank you. Revdex.comPO Box 1000, DuPont, WA 98327Ref: [redacted] Redbox Customer Care, Thank you very much for getting back to me regarding this complaint. The affiliated card is a VISA ending in [redacted] and the billing zip code is [redacted]. Please let me know if this is sufficient information. Thank you, [redacted]
Sincerely,
[redacted]