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Business Profile

Video Tape Rentals

Cafedvd.com

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Video Tape Rentals.

Complaints

Customer Complaints Summary

  • 8 total complaints in the last 3 years.
  • 2 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:06/10/2024

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    In May, 2024 I signed up for Cafe DVD's "mini plan" for $9.99 a month to receive two rental DVDs per month, similar to the old discontinued **************** The DVDs were very slow to arrive (over a week) and whrn they came, one was a DVD the other was a Blue Ray disc. I had signed up for "DVD ONLY" plan. Cannot use Blue Ray discs. I reported the issue with the bad disc and also emailed support. There was no reply and no replacement for the bad disc sent. I played the lone DVD I received and sent both back. My queue is still sitting at ZERO discs at home and ZERO discs preparing to mail... so they have no intention of replacing the wrong format disc. Decided to cancel the plan before the renewal date.Their FAQ advises to cancel via email or chat (no online option to cancel account). Also there is no online chat option on the site. I emailed ******************* to cancel my account, and again, no reply. As of today, my account is still open and active. I emailed a second time saying if they attempt to charge my credit card next month I will dispute any new charges.Paying $9.99 for a single rental DVD is a bad deal. Could have purchased on **** or rented on another streaming site for half the price. Bad deal, bad service, seemingly non existent customer support.

    Business Response

    Date: 06/10/2024

    We sincerely apologize for shipping a Blu-ray instead of the requested DVD.

    Although rare, such mistakes can occasionally happen.
    To compensate, we offered you the following options:
    1. Ship the correct disc as soon as a copy becomes available.
    2. Ship two other DVDs from your queue as compensation.
    3. Offer an extension to your rental subscription.
    We have presented these options to you via email but have not yet received a response.

    If we do not hear back from you within a week, we will proceed with a refund of your subscription fee.
    Thank you for your understanding.
    Best regards, 

    Cafedvd Support 

     

    Customer Answer

    Date: 06/10/2024

     
    Complaint: 21821851

    I am rejecting this response because:

     

    I never got the email offering the options for the bad disc they sent.   I understand the mistake but I cannot understand no reply at all to email to support.   I reported the disc as not playable online and I also emailed support asking for a replacement disc several weeks ago and had NO REPLY whatsoever.

    Their reply above also does not mention my main issue:  That I emailed SUPPORT requesting they cancel my account and again, never had any reply. 

    My suggested resolution is ( first and foremost) PLEASE CANCEL MY ACCOUNT IMMEDIATELY  and (secondly) refund half my May subscription fee as I only had one disc and not the promised two.  I will also accept a single replacement disc but only after they cancel my account and guarantee no future billing and no future mailings.  


    Sincerely,

    ***************************************

    Business Response

    Date: 06/10/2024

    please check your email and spam filter.    An email with an offer was sent to you  on June 8th. 

    from: Cafedvd Support <[email protected]>
    to: *************************************** <***********************>

    date: Jun 8, 2024, 11:16?AM
    subject: Re: ATTN - Cafe DVD --> Please Cancel Membership/Account
    mailed-by: cafedvd.com

    We currently do not have another disc of the *********** Blu-ray to ship as all copies are out. As compensation, we can ship another pair of DVDs from your queue today. Would that work for you, or would you prefer to wait another week for a replacement copy to become available? Please let me know your preference....................

    Customer Answer

    Date: 06/10/2024

     
    Complaint: 21821851

    I did check spam and never received any offer nor email till now.   I will take any DVD from my queue as replacement OR a refund of half ***** fee... IF AND ONLY IF   MY ACCOUNT IS FULLY CANCELLED.  I will not accept any future ******** or membership fees.   I have been requesting cancellation all along and that has not been answered by any of your messages here.  Please confirm that my account is cancelled and that there will be no further ********.

    Sincerely,

    ***************************************

  • Initial Complaint

    Date:04/12/2024

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I purchased a cafedvd subscription for a friend in an institution in **********. He has since been transferred to another institution in ********** that does not allow DVDs. I have attempted to cancel this subscription multiple times without success and continued to be charged. The email listed for the account is ******************* Can you help me get this subscription cancelled?

  • Initial Complaint

    Date:03/28/2024

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I have sent 3 emails to cafedvd to cancel my subscription and I have gotten 0 response and no phone number is listed on the site which clearly states to send an email to cancel subscription.

  • Initial Complaint

    Date:03/04/2024

    Type:Delivery Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    This company is terrible! Im paying for unlimited shipment of DVDs . When I note in their app Im shipping back it takes them a week to acknowledge. (This is so they will ship immediately (ha!) the next two DVDs. I never get any of the DVDs in the top 15 of my que. Do they even own them?Ive suggested they get investors and hire more people this has to be a garage business. Since Sept Ive sent $27 a month. God I miss ******* dvd service. Mail back and in 2-3 days and they sent you a note they were received AND are mailing, almost without fail, my next top picks. Are they running a scam?????

  • Initial Complaint

    Date:01/16/2024

    Type:Billing Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I have been a subscriber for about 4 months now and have received about 6 movies to date and none in the last 3 weeks? I go to their website to cancel my subscription and I cannot get to the website on any of my devices? This is not good, I had hope for this company to take over after ******* left off. I would like my membership and automatic monthly renewal cancelled at this time. If I can't get through to them I am going to report it as a fraudulent charge and try to stop it that way. Please help with the best direction to take at this point.Thank You,*******************

  • Initial Complaint

    Date:02/05/2023

    Type:Product Issues
    Status:
    Unpursuable
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On January 5, 2023, I created an account at Cafedvd.com for a monthly subscription of $11.99 and was charged on my credit card. I immediately added 20+ DVD titles to my list of rentals I wished to be sent to me, making sure many were available right away. I would check my rental status daily to see when they sent out the first movies. After about 5 days, I inquired as to why nothing had been sent. I received no response. Another e-mail was sent a few days later with same results. A third e-mail received the same treatment. Finally, after about 2-3 weeks I wrote an e-mail formally cancelling my subscription as per their website instructions. I received no communication from this company (no phone listed on their website for contact) and was recently charged for another month's subscription of $11.99 on February 5, 2023.

  • Initial Complaint

    Date:10/10/2022

    Type:Billing Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    In September of 2022 (9/7/22) I created an account at *********** for a monthly *** subscription. I paid for the month of September ******* and filled my *** ********* to have **** shipped to me as available. As of ******* ** I still have not received ANY ***** nor ANY communication from the company about availability, account status, payment receipt etc. However, I was charged on October 7, 2022, another ****** for the month of October. I emailed the company at their listed **************** email address on October 7. As of today, October 10, 2022, I have still not received any communication.

  • Initial Complaint

    Date:09/22/2022

    Type:Delivery Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I paid $21.99 for a month of dvd rental service but they sent no dvds to me.

Cafedvd.com is NOT a BBB Accredited Business.

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