ComplaintsforUniversal Pictures Home Entertainment
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
06/28/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Unanswered
see Attached documentInitial Complaint
06/07/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
The company is the owner and overseer of the website gruv.com After purchasing a product, advertised as new, I received a damaged/defective product. Upon sending pictures as proof, they claimed a return would be started, but took no steps to follow through. They claimed the **** would be sending me a return label, yet I know this to be false as that is not the process when returns are done. After messaging them insisting they process the return properly, I received no response. They are deliberately ignoring legal processes in an attempt to keep money for a faulty product. This may seem small, but theft is theft and I cannot be the only victim of their dishonesty. I gave them every opportunity to comply and they have not.Initial Complaint
03/29/2024
- Complaint Type:
- Delivery Issues
- Status:
- Unresolved
I placed an order (******) on the website and requested cancellation moments after placing, realizing I had made an error and ordered a movie I already had. I attempted to cancel via the website but was unable to. I then sent an email to support. The very next day I received a response it was too late to cancel. This is unacceptable that an option to cancel via the website or support within a day is not possible. Now I will have to deal with an RMA and shipping something back that should simply be able to be stopped.Business response
04/23/2024
Hello - Can you please tell us which website/business you ordered from and what you ordered? Thank you.Customer response
05/17/2024
Complaint: 21442772
Not sure how to reply here. BBB is asking to accept a response when you are asking for more info.To answer their question, this was purchased on gruv.com.
Sincerely,
***********************Initial Complaint
11/30/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Transaction made on 11/21/2023 Fulfilled 11/24/2023 Paid: $27.99 + taxes Gruv agreed to deliver scooby doo blu-ray dvd product.Nature of dispute: item of lesser value delivered / incorrect item delivered / company will not cooperate in resolution; received copy of "Goodbye Monster" (est. value of $3.99).Order Number: ******* Item was advertised on Walmart.com on 11/21/2023 and is still listed on vendor website as of this submission; *****************************************************************************************Business response
12/14/2023
The customer ordered Scooby-Doo, Where Are You!: The Complete Series (Blu-ray) and received Goodbye Monster. They reached out to us on 11/24 (Friday) and we responded on 11/27 (Monday) and processed their full refund, the refund was processed on 12/11/2023.Initial Complaint
09/11/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Unanswered
Since mid-July I have attempted numerous times to upload the proper photos for my rewards points for Blu-Ray purchases of Universal films, which give points to members via "Universal All-Access Rewards" website.Every attempt is refused, stating the photos are incorrect; yet, I've uploaded the same photos for prior purchases in the past without issue. I purposefully make my Blu-Ray purchase choices based on the rewards I can get, and not receiving the rewards I am owed is purposefully misleading, unfair and a bad business model.I'd like someone, a real person, and NOT an automated email, to contact me (preferably via telephone) to make this right.Initial Complaint
11/16/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
This company has property that belongs to me that it refuses to return.Business response
01/25/2023
Consumer Response /* (2000, 9, 2023/01/24) */ Complaints have been satisfiedInitial Complaint
11/12/2022
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
Products that were damaged, refunded, and allowed for me to keep we're accidentally shipped to ****************** by mistake...now that company is refusing to ship those items which are mine back to me. Basically they're stealing my stuff and I want it back.Business response
01/27/2023
Business Response /* (1000, 5, 2023/01/19) */ Mr. ********* generated a return request for the damaged items through ****** on 10/27/2022 and was refunded in full for all 5 units (including the non-damaged items) once he returned the damaged items on 11/01/2022. On 12/02/2022, in response to Mr. *********'s request to have the damaged items resent to him, **** authorized and returned the damaged items to Mr. ********* through a return label pre-paid by ******. Mr. ********* should have the items now. Consumer Response /* (2000, 7, 2023/01/26) */ (The consumer indicated he/she ACCEPTED the response from the business.) The business satisfied complaintInitial Complaint
04/16/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Universal Pictures has a loyalty program that can be found here: *********************************** I have a large film collection of more than 2000 titles. Universals program rewards customers by awarding points based on the category of media purchased. For example, the lowest award would be for a DVD followed by Blu-Ray and then 4K Ultra. Points are awarded by redeeming codes at the Universal site or by redeeming at a linked affiliate site. This is intended to be an automated process. A few months ago, I decided to do an audit and found that my most recent redemption's had not been awarded. I reached out to the support team and after providing proof, points were awarded. I continued to have issues and Universal made good by awarding points. Most recently, they are claiming they fixed the issue; however points are still not being awards and I have been cheated out of loyalty points that can be spent to redeem additional movies.Business response
07/01/2022
Business Response /* (1000, 8, 2022/05/17) */ A thorough investigation of the consumer's account was completed and all points have been rewarded in compliance with the terms and conditions of the Universal's rewards program. We cannot reward points for purchases that are not valid based on these terms. We have worked with this consumer a number of times in recent years to address his concerns and will continue to work with this consumer to ensure the terms are understood and all valid purchases are in fact rewarded. We are happy to provide documentation of Universal's rewards program terms and communications with this consumer if needed to close this case. Consumer Response /* (3000, 10, 2022/05/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) The reply from Universal proved the ongoing issue with redemption issues. I should have to check to make sure points are awarded and awarded correctly. When I do check and they are not rewarded as they have not been for the past 6 months. I shouldn't have to jump through hoops provide a ton of documentation and wait weeks for resolution that so far has landed us here! The program is designed to be automated and if I have to supervise quality or consistency, the program either needs to be upgraded to ensure it's self supervised, or additional points need to be awarded for additional effort. Universal is not working with me, they are tolerating me and the only reason they are doing that is because they are clearly in the wrong and evidence suggest I won't drop the matter until it's no longer an issue. So from here forward, I suggest someone flag my account, because EVERY TIME my points are not awarded, I'm requesting they be applied and any hassle or delay will bring us right back to this forum. As they say in the movie biz, "That's a take"! Business Response /* (4000, 14, 2022/06/10) */ Universal is reviewing the consumer's account again and have reached out about scheduling a phone call by end of month. The hope is to review the account with the consumer and clear up policies on qualifying titles. On June 6th, Mr. ******* replied that he would welcome a call. More updates are forthcoming. Thank you.
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Customer Complaints Summary
9 total complaints in the last 3 years.
5 complaints closed in the last 12 months.