Redbox Automated Retail

Dear Mr. [redacted],
 
We have recently received your complaint the photo copy of the game you got from the box when you rented and not receiving the refund you requested on both occasions. We sincerely apologize for the unsatisfactory experience you feel that Redbox has given you. You stated...

in your claim that you would like the monetary refund of the $3.18 that you paid for the rental of a game that you did not receive.
Under most circumstances Redbox does not provide both a promo code and a refund as compensation. We do see from your interaction history as well as from your complaint that you requested a refund immediately and were denied. We apologize that this happened and have processed the refund for you in the amount of $3.18. You should see this refund post to your account within the next 5-7 business days.
The reason you were unable to rent a game with the promo code you received initially is because you already had one game in your possession. We are sorry that this information was not provided to you before you went to rent with the promo code provided. The second promo code you were provided is still valid and will not expire until 45 days from the date it was issued on 11/5. You are welcome to use the promo code to rent another game or any DVD or Blu-Ray of your choice if you would like.
Mr [redacted],
 
If you have any other questions or concerns, please contact us.
 
Sincerely,
 
Corporate Escalations:: Outerwall, Inc.
E: [redacted]@outerwall.com
Case [redacted] , Call ID [redacted]

Dear Mr. [redacted],
 
We have recently received your complaint regarding not receiving on of your Redbox rentals and being told you would be charged for the loss of the disc.  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 the initial day rental of $1.63 and a promo code.
With the information you provided we were ablet to successfully view the transaction attempt as well as the notes on your account. We do see that you contacted right away and have attempted to resolve this matter promptly. We have noted your account to reflect the information about the empty case. You will not be billed anything more than the intial day charge for the rental which we currently have a refund in place for. We do have to collect on the full amount of the charge before the refund will process. Once the initial amount of $3.27 for the initial day of both rentals process you should see a credit to your account in the amount of $1.64 within 5-7 business days.
In addition to the refund we are happy to honor your request of a promo code for the trouble. The promo code will be good for the initial night rental of any DVD of your choice. It is good for one time use and does expire 45 days from today. The code is:
[redacted]
 
Mr [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]

Dear Mr [redacted],
We appreciate you prompt response. While we understand your concern we have provided you with all of the information we have regarding this transaction. Everything in our resources including the next rental date indicate both movies were returned on 10/11/2016. Regrettably, we are unable to provide compensation for the additional days accrued for the rentals.
Mr. [redacted], as we have provided you with all of the information we have available in regard to this transaction 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]

Hi [redacted],I have read and fully understand where you are coming from with your complaint here.  I'm sorry to hear about your Aunt and will do all I can to assist you.  In order to do so I will need the last four digits of your Credit Card number that was charged along with the billing zip...

code.  This will assist me in locating the charges.Thank you and hope you are having a good day,Redbox Customer Care

Hi [redacted],Thank you for reaching out.  I have closed the invoice of $9.73 so that we will not continue to try and charge that amount.  I have also issued you a refund of $16.25 for the amount we have already taken on this transaction.  Please let me know if you have any further...

questions. Thanks, Redbox Customer Care Heather

Hi [redacted],I have reviewed your request and refunded for the additional days you were charged after you returned your disc.  Since you stated that you returned after 8 days I calculated a refund for the additional money charged which was $43.84.  You will see this back onto your card within...

5-7 business days. Thank you Redbox Customer Care

Mr. [redacted],I have located the txn that you are speaking of and I do see that we received the disc back on the 28th of April.  Redbox is a rental company so you had agreed to pay 1.62 per night for this dvd.  Because Redbox does not want our customers to continue to accrue daily rental fees...

we stop the fees after 17 days and charge for those days.  Because of this you only received the charge that you did otherwise it would've been 34.02.  I do understand that this is an honest mistake and you would've just kept the movie if you had understood the policy so I'm happy to meet in the middle and refund you partially for the charge.  If you agree I will refund you $14.  Please respond to let me know whether or not to process this I look forward to hearing back from you. Redbox Customer Care

Dear Mr. or Mrs. [redacted],
 
We have recently received your complaint regarding your recent charge from Redbox. 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 the $54.00 you...

were charged.
After reviewing the information you provided we were able to see that the concerns you have were addressed with accurate information. Redbox uses the 8 digit barcode on each disc to track the rentals. The barcodes on the discs are scanned when the movies leave the system as well as when the re-enter they system.
In the event that for some reason the barcode is not scanned for instance when the disc placed into the machine backwards, our machines are inventoried weekly. When the box in inventoried in the event the local technicians find movies misplaced inside of the machine they will check them back into the system promptly.
Regrettably at this time we are not showing that the movies were returned to our system at any Redbox location. In addition to this, the disc have not been vended to any Redbox customers since you received them.
We have exhausted all of our resources in verifying that the movies were successfully returned or received to a Redbox location. Regrettably as we have no evidence of receiving the movies returned we will not be providing a refund.
 
Mr. or Mrs. [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]

Dear [redacted]We have recently received your complaint regarding the additional charge made to your card.  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 full refund.We would need...

more information to further process this concern. Please send us an email to [email protected] with the last 4 digits on the card used to rent, the billing ZIP code and the amount of the charges you’re disputing.If you have any other questions or concerns, please contact us.Sincerely,CourtneyCorporate Escalations:: Outerwall, Inc.E: [email protected] [redacted]

Hi [redacted],I wanted to reach out to ask for some information in order for me to address your concern adequately.  I will need the last four digits of your credit card number that was charged and your billing zip code.  This will help me locate the charges and as the situation.  I am...

definitely sorry to hear about your experience when contacting customer care and will do all I can going forward to make things right. Thank you for reaching out. Redbox Customer Care

As I stated in the complaint I said I didn't remember when I rented the movie/game and that I thought it was around the end of December  excuse me for not having the exact date and time or what movie/game I was trying to rent, but I do know that I called and was told promo codes and a refund for the rental was going be given back. If someone would be nice enough to assist me I would like to take legal action cause this is ridiculous. Redbox has done this to numerous people from what I understand on my facebook page. Yes I did call and no I don't consider this matter closed cause they charged me for something I don't have.Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.The last 4 digitis of my card that was compromised was [redacted]  they new card is now [redacted]
Sincerely,
[redacted]

Hello [redacted],We have reviewed your response regarding Redbox, andunderstand where you are coming from regarding your card information. Yourprivacy is important to us, and we do have security layers through our CustomerCare systems to keep your information safe. We were not able to bring up thespecific charges in question under your account previously, which is why wewould be happy to look into this further for you. We would need the informationrequested (provided again below) in order to check into this further, so if youcould, please contact Customer Care via phone, chat, or email with thereference number [redacted] and the information below:The last 4 digits of your credit cardYour full name, as it appears on your credit cardYour billing ZIP codeThe Redbox location where this happenedThe title of the movie or game (with the barcode ID, if possible)  We understand the other account in question may not be yours;however we wanted to keep you informed as to why we may not be able to reimbursebased on our findings thus far. Please contact our Customer Care so we can researchthis further for you. Sincerely, Corporate Escalations:: Outerwall, Inc.E: [redacted]@outerwall.comCase[redacted], Call ID [redacted]