ComplaintsforDisney Movie Club
Book, Compact Disc, and DVD Club
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Complaint Details
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Initial Complaint
05/14/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I received an unwanted DVD from the Disney Movie Club in December 2023. I did not order it and I returned it to the Club on January 5, 2024. On 02/04/2024, I followed up via email to inquire about the status of the return and refund. I received an email back that the dvd was still processing and to allow more time for the return. I sent a letter to Disney Movie Club last month with proof of the email communication and a screenshot of the movie return from the post office. To date, I have not received a refund for this movie or a response from the company. The order id # is ******** My membership # is ********Business response
05/16/2024
RE: ******************************* Complaint ID ********
The Disney Movie Club is in receipt of the complaint submitted to your office by *******************************. We would like to inform you of the steps we have taken to resolve this matter.
In reviewing her account, I see that we have not received the movie that was refused with the ***** As a goodwill gesture what I have done for **************** is processed this as a credit back to her credit card ending in 0212 in the amount of -$46.74.
If there are any further questions, please contact *********, the Member Advocate at ************ or via email ***********************************************.
I hope that the above is helpful in answering your inquiries. I trust that this satisfactorily resolves this matter, but please let me know if you have any questions or require any further information.Initial Complaint
04/24/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
Charged ***** for merchandise never received. DMC told they would refund, refund never recieved.Business response
05/08/2024
RE: *********************** Complaint ID ********
The Disney Movie Club is in receipt of the complaint submitted to your office by ***********************. We would like to inform you of the steps we have taken to resolve this matter.
Per our phone conversation with ************, a prepaid mailing label is being sent to return the initial order pursuant to the Membership Agreement. The initial order to be returned included the following movies:
BDC-US-RAYA LAST DRAGON
BDC-US-LUCA
BDC-US-ENCANTO
BDC-US-MONSTERS INC
We have provided a refund of -$83.53 back to the credit card ending in 2011 with the pending return.
If there are any further questions, please contact *********, the Member Advocate at ************ or via email ***********************************************.
I hope that the above is helpful in answering your inquiries. I trust that this satisfactorily resolves this matter, but please let me know if you have any questions or require any further information.Initial Complaint
03/14/2024
- Complaint Type:
- Delivery Issues
- Status:
- Unresolved
I have been a Disney Club member for a few months now and so far everything was going great. On 3/12/24 I purchased over $1500 worth of movies because the Disney Movie Club is shutting down. I asked Friends and Family if they had wanted anything from the shop and I had compiled a shopping list. After purchasing product some that to arrive asap and some schedule to arrive next month. I recieve an email saying my membership is cancelled. A few of my orders were kept but not all of them and a replacement order that was due to be sent out due to missing movies from a previous order is now cancelled. The email is incredibly vauge and does not specify what I did wrong. I reached out via phone and email and no one is giving me an explanation on why my memership was cancelled.Business response
03/15/2024
RE: ************************* Complaint ID ********
The Disney Movie Club is in receipt of the complaint submitted to your office by *************************. We would like to inform you of the steps we have taken to resolve this matter.
We certainly regret ******************** frustration. His account was closed after reviewing his account. Mr. ******* account was closed due to his breach of the Disney Movie Club ************************************** reserves the right to cancel any Membership at any time for any reason,including, but not limited to, breach of this Membership Agreement, failure to maintain a valid form of payment, suspicion of fraudulent behavior, excessive returns, nonpayment, non-purchase of titles or inactivity."
The Disney Movie Club reserves the right to restrict quantities of select titles ordered at regular price due to limited stock on hand. Discounted selections are limited to 3 units per title. A Member may not purchase more than 3 discounted units of any single title during the life of his/her memberships. All titles are limited to 5 total units per membership. Membership is intended for personal use only.
At times the Disney Movie Club will issue special discount, offer, or promotion codes in **** communications. These promotions may not be combined with any other offer,including coupons or rebates. Codes are non-transferable and restrictions may apply.
Any violation of this policy may result in additional charges to your account,termination of **** membership, or other remedial action.
Membership in the **** is limited to persons over the age of 18 residing in ***************** and its territories and may be terminated at any time. Parents or guardians are responsible for any Memberships created by their children under age 18. Membership is intended for personal use only. Titles purchased through the **** are not intended for resale or other commercial purposes. Violations of this policy are strictly prohibited.
If there are any further questions, please contact *********, the Member Advocate at ************ or via email ***********************************************.
I hope that the above is helpful in answering your inquiries. I trust that this satisfactorily resolves this matter, but please let me know if you have any questions or require any further information.Customer response
03/15/2024
Complaint: 21433831
I am rejecting this response because: I have spoken to numerous Disney representatives and none of them warned me I said I was violating any terms for purchasing mutiple copies of an item, especially if its for gift giving. Once I again I want to retain all of my original orders, this is still terrible customer service on **********************'s end for automatically terminating my membership with no warning while I had current orders being processed.
Sincerely,
*************************Initial Complaint
03/08/2024
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
I am a Disney Movie Club member - 9450131.On Feb 25, 2024 I placed an online order of 19 movies. Order #K3295747.1 of those movies (Wish) was a preorder and would be sent when it was released. All the rest were older, already released movies. This movie became order #K3295748 and it says it has been shipped. The other 18 plus the free items that came with their purchase STILL SAY PROCESSING!! We are now going on 12 days waiting for these movies to ship!!! On their FAQ page they state "Please allow 2-4 weeks for processing and delivery of your introductory order, and 7-10 business days for processing and delivery of subsequent orders." This was NOT my introductory order, so these movies should have already shipped. My order included a $30.77 charge for shipping and handling. This was already a super high shipping charge compared to most other businesses. And now they're not even honoring their own expected shipping times!! I chatted online with someone from Disney Movie Club and their response was that they just had a lot of orders that came in and there were a lot of free items to process. NOT MY PROBLEM. They started the 60% off sale. They placed all the free items as available. They should have been prepared to handle it. I placed an order. I paid extremely high shipping. And now DMC is not honoring their own shipping policy.Business response
03/13/2024
RE: *************************** Complaint ID ********
The Disney Movie Club is in receipt of the complaint submitted to your office by ***************************. We would like to inform you of the steps we have taken to resolve this matter.
We regret any frustration ****************** experienced regarding the length of time for her order to ship. Unfortunately, due to the order volumes we are receiving, we are working as quickly as possible to get all orders out the door. We appreciate her continued patience.
Ms. Edwardsorder has shipped on March 12, 2024. For her frustration, we have processed a credit of -$31.72 back to her credit card for the shipping fee plus tax.
If there are any further questions, please contact *********, the Member Advocate at ************ or via email ***********************************************.
I hope that the above is helpful in answering your inquiries. I trust that this satisfactorily resolves this matter, but please let me know if you have any questions or require any further information.Customer response
03/19/2024
Complaint: 21404699
I am rejecting this response because:I appreciate the shipping cost refund of $30 for the late shipment. I am rejecting this response just because I want it know that it is March 19 and I STILL HAVE NOT RECEIVED MY OTHER 18 MOVIES. I did receive "Wish" which was shipped separately as a new release. But the other 18 are still not here and now it has been almost a month! (I ordered on Feb 25). Still sitting here waiting to get what I paid for.
Sincerely,
***************************Business response
03/19/2024
RE: *************************** Complaint ID ******** Additional Information
The Disney Movie Club is in receipt of the additional information submitted to your office by ***************************. We would like to inform you of the steps we have taken to resolve this matter.
We certainly regret that the package has not arrived yet. According to the tracking information for the order, this package was unfortunately delayed in the ***********, which is out of our control. We understand ****************** frustration.
What we have done for ****************** is sent a replacement order via *** Overnight with tracking number 1Z1W724A0198880976.
We also enclosed a return prepaid mailing label for that initial shipment when it arrives, she can place the label on the top and put it back in the mail.
We are deeply saddened by this experience and thank ****************** for her patience.
If there are any further questions, please contact *********, the Member Advocate at ************ or via email ***********************************************.
I hope that the above is helpful in answering your inquiries. I trust that this satisfactorily resolves this matter, but please let me know if you have any questions or require any further information.Customer response
03/27/2024
Better Business Bureau:We did receive the overnighted replacement shipment of 18 dvds. This shows that Disney does have the ability to ship quickly when they want to.
We did also finally receive the original shipment of 18 dvds (after we received the replacement shipment) that had been detoured in the **** system. We did put on the return shipping label and we did put this second shipment back in the **** mail system to return it to Disney on 3-25-24. Tracking 9202 0903 0082 8500 6454 18 This is expected to arrive at Disney on Thursday 3-28.
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***************************Initial Complaint
01/09/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
The Disney movie club got me to subscribe to this by offering 5 movies for $1.00 but I was not aware that I would have to purchase 6 more movies to be able to cancel because the advertisement said cancel anytime. The movies they have sent me which is only 2 but Ive paid for 5 are not movies I want and they are charging me double what ******* retails them for. Ive tried several times to cancel but they say they will take $90 more from me if I do. They are sneaky and deceptive and I do not want this movies and I do not want to pay their price . I have paid 5 payments to them and they want 3 more and the last one was $47 for a movie that never came and I do not want. The other 4 were for $31 for movies that ******* sales for $15. Also they will not let me remove my credit card from the account .Business response
01/11/2024
RE: ************************* Complaint ID ********
The Disney Movie Club is in receipt of the complaint submitted to your office by *************************. We would like to inform you of the steps we have taken to resolve this matter.
Pursuant to Ms. ****** request, we have canceled her Disney Movie Club Membership effective January 11, ****. We removed her minimum purchase commitment for her frustration. We have sent her a pre-paid mailing label to return any movies she does not want in her collection.
If there are any further questions, please contact *********, the Member Advocate at ************ or via email ***********************************************.
I hope that the above is helpful in answering your inquiries. I trust that this satisfactorily resolves this matter, but please let me know if you have any questions or require any further information.Initial Complaint
12/04/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
The Disney Movie Club website has been down since 11/22 and has NOT been back up and running. They have not been cooperative to tell any customers why it is down, or if any movies have been shipped. I pre-ordered two movies that have not shipped and am waiting as well as every other customer. In the documents below you will see what they wrote on 11/22, and then my comment with Disneys comment beneath that they have been saying to everyone who comments. I do want to be charged for anything when I have not been able to log on for a week to see if any movies have shipped. This is ridiculous. And we also cannot call anyone since there call centers are down which is asinine to me.Business response
12/08/2023
RE: ******************* Complaint ID ********
The Disney Movie Club is in receipt of the complaint submitted to your office by *******************. We would like to inform you of the steps we have taken to resolve this matter.
We understand Mr. ******* frustration regarding the website being down. We thank him for his continued patience while we worked through this. We have now brought all the magic back online and have resumed normal Club operations. We have emailed **************** with details regarding his orders and to offer assistance.
If there are any further questions, please contact *********, the Member Advocate at ************ or via email ***********************************************.
I hope that the above is helpful in answering your inquiries. I trust that this satisfactorily resolves this matter, but please let me know if you have any questions or require any further information.Initial Complaint
12/01/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I ordered **** Season 1 on November 2, 2023 as well as ****************** on October 20, 2023. Neither of these titles have been received and yet I paid for both. The Disney Movie Club system has been down and "updating" since November 17, 2023. I called on December 1, 2023 and not only can they not tell me when or if my items will ever ship, they say because of the system being down they can not process a refund. This is unacceptable, and I want either a refund of my money or the products I ordered.Business response
12/07/2023
RE: *****************************-Battle Complaint ID ********
The Disney Movie Club is in receipt of the complaint submitted to your office by *****************************-Battle. We would like to inform you of the steps we have taken to resolve this matter.
Pursuant to *********************************** phone conversation with our Cast Member on December 1, 2023, her Membership has been canceled per her request. An early refund of -$42.55 has been processed to *********************************** card for the return in process.
If there are any further questions, please contact *********, the Member Advocate at ************ or via email ***********************************************.
I hope that the above is helpful in answering your inquiries. I trust that this satisfactorily resolves this matter, but please let me know if you have any questions or require any further information.Initial Complaint
11/28/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My DMC member ID is ************ is regarding order K2666342.I received an email on November 17, 2023, stating that this order for "A Haunting in Venice" (Blu-Ray) had been shipped.However, since that date, the DMC website has been down and NO CUSTOMER SERVICE IS AVAILABLE. They do not respond to email nor do they respond to phone calls. They have had a message on the website for two weeks stating they had a "technical issue," but they appear to be out of business and unable to operate.The movie was NOT shipped. I have **** Informed Delivery, and no package is on the way. Yet I was CHARGED for it. I am disgusted by this lack of honesty and transparency and their continued refusal to answer emails or calls. I will NEVER do business with them. I am a member in good standing who fulfilled my obligations long ago, but never again will I buy from them, and I will publicize this to as many people as I can. This is completely unacceptable.Business response
11/30/2023
RE: *************************** Complaint ID ********
The Disney Movie Club is in receipt of the complaint submitted to your office by ***************************. We would like to inform you of the steps we have taken to resolve this matter.
In reviewing the order in ******************** was referring to, this order was delivered on November 30, 2023.
TRACKING ID: **********************
CUSTOMER PKG ID: **********************
Status: Delivered
DATE AND TIME STATUS LOCATION
Thursday, November 30, 2023 at 12:51 PMDelivered, Front Door/Porch **********, **
The Disney Movie Club delivery window for orders is **** business days. This was delivered to ******************** in 9 business days.
If there are any further questions, please contact *********, the Member Advocate at ************ or via email ***********************************************.
I hope that the above is helpful in answering your inquiries. I trust that this satisfactorily resolves this matter, but please let me know if you have any questions or require any further information.Customer response
11/30/2023
Complaint: 20929656
I am rejecting this response because:(1) First, Disney Movie Club (DMC) has been UNRESPONSIVE to email or phone calls.
(2) Tracking of the package was NOT available.
(3) They said that a package should be expected in **** days. It has been THIRTEEN days since the package was shipped.
(4) The movie arrived poorly packaged. They just wrapped it in flimsy cardboard. The Blu-ray slipcase is beat up and bent. It doesn't even look like a new movie. I am completely dissatisfied!
Sincerely,
***************************Business response
12/01/2023
RE: *************************** Complaint ID ********
The Disney Movie Club is in receipt of the additional information submitted to your office by ***************************. We would like to inform you of the steps we have taken to resolve this matter.
We understand Mr. ********* frustration. Due to a technical issue with our third-party operations vendor, we are currently unable to process Featured Title orders and online orders for current Disney Movie Club members. At that time the customer care center was currently unavailable. Our team is working hard to resolve this issue, and we appreciate our members' patience.We will be happy to address all member needs when we are able. Please check back to the Disney Movie Club website for updates.
We are sad to hear that the order did not arrive in perfect condition. We will be sending a replacement to ********************.
The Disney Movie Club delivery window for orders is **** business days which is Monday through Friday excluding holidays.
If there are any further questions, please contact *********, the Member Advocate at ************ or via email ***********************************************. We would like to thank ******************** for his continued patience.
I hope that the above is helpful in answering your inquiries. I trust that this satisfactorily resolves this matter, but please let me know if you have any questions or require any further information.Initial Complaint
11/07/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I canceled my Disney movie club membership more than 3 years ago. Apparently when Disney plus became a thing we didnt notice that we were being charged every month twice. I joined rocket money app and reviewed Disney charges, over the last two years and more, have not only been Disney plus twice but Disney movie club charging my husbands card every month for several years now unauthorized. I cannot log into my account to cancel this with Disney movie club because they claim I dont have an account. They tried to recall my account through name, number, email, and card number and claim I do not have an account and have not been charged on that card number before. They refuse to help fix this situation even though I have bank transactions showing them charging my card for years every month. every 8th of the month for years. Disney movie club claims they have no record of me and will not refund or help me.Business response
11/09/2023
RE: ******************************* Complaint ID ********
The Disney Movie Club is in receipt of the complaint submitted to your office by *******************************. We would like to inform you of the steps we have taken to resolve this matter.
Upon reviewing this complaint, we were unable to locate a Membership or any charges under this persons info provided. These charges appear to be for Disney Plus.
If there are any further questions, please contact *********, the Member Advocate at ************ or via email ***********************************************.
I hope that the above is helpful in answering your inquiries. I trust that this satisfactorily resolves this matter, but please let me know if you have any questions or require any further information.Initial Complaint
09/19/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
Disney continued to charge me for an unknown amount of time even though, according to their agent on 8/31/2023, my account was locked. The chat bot / person could not tell me for how long. He could not tell me why. We rarely log in to watch anything on the Disney / Hulu bundle package. Disney never contacted me to say there was an issue, instead they just continued to charge me. As a result I immediately cancelled on 8/31/2023. I am asking for a refund of 6 mos of service - approximately $120. Without knowing when we last watched, why we were locked out, or for how long, I do not see a different resolution.Business response
09/19/2023
RE: *************************** Complaint ID ********
The Disney Movie Club is in receipt of the complaint submitted to your office by ****************************
This complaint is for Disney Plus, not Disney Movie Club.Thank you!
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Contact Information
Customer Complaints Summary
123 total complaints in the last 3 years.
16 complaints closed in the last 12 months.