Motion Picture Film Distributors
Universal Pictures Home EntertainmentThis business is NOT BBB Accredited.
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Complaints
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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
12/09/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Unanswered
On 11/24/2024, I purchased two Blu-rays from ********, operated by Universal Pictures Home Entertainment. The order number for my purchase is ********************* checkout, I applied a 20% discount code provided by the Honey app, which was accepted and displayed throughout the checkout process. The final price I was shown at the time of purchase was $7.99 per item, for a total of $15.98 before tax.However, after completing the purchase, I received an email receipt reflecting a different price. The discount was not honored, and I was charged $9.99 per item, resulting in a total of $21.23 after tax.I promptly contacted ******** to resolve the issue, requesting either the originally promised price or to cancel the items entirely. They refused both options, stating that if I no longer wanted the items, I would need to wait for them to arrive and then take them to the post office to initiate a return.While the price difference is only $5, the principle of the matter is troubling. ******** accepted the coupon during checkout but later altered the pricing without notice or consent, which feels deceptive and unfair. I am disputing the charge through my credit card company and believe this matter should be investigated to prevent similar experiences for other customers.Initial Complaint
12/05/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I got a message saying "Description cannot exceed 2000 characters" so I attached what happened in the upload supporting documents section.Initial Complaint
09/27/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Unanswered
On 2/6/24, I ordered a few items from ********, owned and operated by Universal Pictures Home Entertainment. Order# GW1662663. I ordered through them because they had the best price on the Phantasm collection Blu-ray (product code **********). Apparently they realized they could get more money for it. About a week later I got a message from them stating that item was out of stock and they had already refunded my money ($14.59 after discount). I then noticed that they had raised the price of the item on their site. Normally a company will give you the option to wait until it comes back in stock. I told them that I would like it at the original price when available. Apparently it didn't take long because when I checked back soon after it was in stock on their site. So I said "hey can I get this now" and they said "sorry that was a mistake. We still don't have it." I then asked if I could be notified when it came back in. I never heard back from them. So sometime later I checked back and see that it's in stock, so I messaged again explaining the whole situation and they said "sorry we don't make price adjustments." I said "I'm not asking for a price adjustment I just want you to honor the original deal." I referenced a similar ugly situation with Amazon and how they s**** over the little guy just because they can. I said "show me you're better than that. Show me you want to do the right thing." They said "sorry we can't change the price for a single customer." Really??!! Deplorable customer service! The bottom line is this: it was in stock on their site, I ordered it, paid for it, didn't get it. I just want it for the original price I paid. I hate to put this on Universal because I'm a huge fan of theirs and I've been wanting to visit their theme park. This changes my whole thought process about that.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 complaint
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Customer Complaints Summary
11 total complaints in the last 3 years.
6 complaints closed in the last 12 months.
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