Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
06/22/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I have had an account with Red Box that still has a balance of $12.38. Red Box no longer has kiosks in my area. I have been trying to get a refund of my money. I have tried calling them and they do not have working numbers to contact them. I have emailed their customer service and they do not respond. I would appreciate any help you may give me in recovering my money. My account is under my email address ************************Initial Complaint
06/05/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Redbox movie streaming service. I have purchased many movies to own for play back at any time on their on line streaming , viewing on Television or other platforms. So far five movies will not play anymore. The platform gives a message Title not available at this time. It started with one and then more and more. I have contacted them via email but never get the problem fixed. They refunded two of the movies but that's not what we want. We want the movies to be available for viewing at anytime which is what the company is suppose to do, that was their offer upon purchase.They have no number to call so you can talk to someone about it. I have purchased the play rights to 79 movies and it seems like one by one their gone.Initial Complaint
05/13/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
They keep charging me for movies that I rented from them the first time I ever used them. They were returned on time. They said they would reimburse me but have never reimbursed me. I would like my money back from being charged multiple times for the same movies.Business response
05/28/2024
We are in receipt of this complaint. There is not enough information for us to locate a transaction for this customer. We will need the last four digits of the credit card presented for the rental in question as well as the billing zip code for that credit card. We have reached out directly to the customer for this information and will resolve the issue once information is received.
*****
Customer response
05/28/2024
Complaint: 21702791
I am rejecting this response because:
I gave them my credit card info multiple times. I don't have that card anymore. Direct Express card government card. ***** ZIP code and ***************** card carrier and ***************************** Mo *****. I don't have direct Express card or anything else anymore. They have the phone number and they have the info on recording. My phone number is ************ on temporary no phone. Text me or call me on my other phone ************.gmail me at ***************************
Sincerely,
*****************Business response
05/29/2024
I can understand **************** frustration. Unfortunately we have neither the provided email address nor phone number in our system. Without the last 4 digits of the credit card used we are unable to locate a transaction for ************. His next option is to work directly thru the issuing bank and have them process a charge-back.Business response
06/10/2024
We were able to locate the transaction in question for this customer. They have been refunded $22.14, which represents the total amount collected by Redbox. The customer is requesting a refund for the bank fee associated with this transaction. Redbox will not refund the bank fee. We have communicated directly with the customer. The customer is dissatisfied with our response. Redbox considers the issue resolved.***********************Director, ****************** **********************Initial Complaint
04/19/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
March 28 I rented DVDs from Redbox in 0NEONTA, *******. And on the 15th of this month of April Redbox charged me $45.32 for what I have no idea because the DVDs were returned day after rental, I never received any emails saying I have a late video which was not the case because they were returned. They have a phone number which they are not answering at this time per their voicemail on the message contacted them per email. They have not responded since Monday. There was no reason for them to take money out of my account and for what ? because I cant contact anyone about the matter.Business response
06/11/2024
I just wanted to let you know about the above-referenced complaint. The complaint did not contain enough information for us to locate the transaction in question. We have requested directly from the customer the following information:- First and Last name on credit charged the $45.32
- Last four digits on the credit card
- Billing zip code for the credit card
Once we receive this information, I will research the transaction and resolve it accordingly.Sincerely,***********************Director, ****************** **********************Initial Complaint
04/15/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
Transaction date: 2/23/24 On February 23 2024 i rented a DVD from a Redbox kiosk in ************. The following night, i returned the dvd. I had trouble getting the redbox kiosk to take said **** after the 6th try and acting like I was going to rent another dvd, the kiosk accepted the dvd. A MONTH later I received an email thanking me for returning the dvd. Then I received another email stating that they deducted $40.23 from my bank. Saying that I had failed to return the **** which is NOT TRUE. I have called and emailed Redbox several times, they aren't accepting any calls and have received no response to my emails. We absolutely do not have this **** we owe $2.50 at best.Business response
03/29/2024
Hello,
This complaint is regarding a Redbox transaction. Coinstar does not have any information/guidance as this is a different company complaint.
Business response
03/29/2024
Good Day,
The information provided requests a refund for a DVD rental. This concern has been raised to Coinstar, we do not have any access/ability to resolve your Redbox concern. We would ask that you kindly reach out to Redbox for assistance.
Thank you,
Coinstar Corporate Relations
Customer response
03/29/2024
Complaint: 21500651
I am rejecting this response because:
I have emailed and called Redbox every day since they fraudulently deducted money from my account. ANY and all calls are met with an automated response "we are no longer taking calls". Every email I've sent has gone unanswered. After a week I decided to contact the BBB. I can provide screenshots of sent emails to Redbox if you'd like?
Sincerely,
*****************************Customer response
04/01/2024
I still haven't received ANY response from Redbox **************** about this matter. They have my husband's bank information. This entire situation is outrageous!Business response
06/10/2024
This is to inform you about the above-referenced complaint. The complaint did not contain enough information to locate the transaction in question. We have requested directly from the customer the following information:
First and Last name on credit charged the $40.23
Last four digits on the credit card
Billing zip code for the credit card
Once we receive this information, I will research the transaction and resolve it accordingly.
Sincerely,
***********************Customer response
06/11/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. We heard back from the customer today that they issue was resolved via a complaint to the Attorney Generals office. You can close this case.
Sincerely,
*****************************Initial Complaint
04/12/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
On 3/25, Redbox deducted all my gift card from my account for a disc I have returned on 2/22. And on 4/12, they sent me an email again to notify me they was going to charge my credit card on file for the that returned DVD again. On the email response, they disable the customer service phone call back to 2023, and over 30 emails I sent to them the customer service only replied one confirmed that they had found the returned disc, but they still kept billing me for that disc. Fortunately, the only one reply I kept and attached here. I have been a Redbox customer for over 10 years, and I don't know why they treated me like that. At the beginning of 2024, they wiped off all my royal earn points in my account which worth up to 5 free DVD rental, and then they stolen all my gift card money $35 for the returned DVD, and now they notify me they are going to charged my credit card continuing for the returned DVD. Why this company has this authority to override the US laws?Business response
06/14/2024
We understand that this customer has had a few concerns, including:- A refund for transaction ID *********. A refund of $41.60 has been processed and should appear in the customer account in 7-10 days
- The customer inquired about loyalty points. We regret to inform them that our loyalty program is currently suspended and unavailable. As per our user agreement, loyalty points have no monetary value, and therefore, we are unable to honor your request for $12.25.
- The customer requested to have their personal info deleted and their account closed. This request has been submitted and the customer will receive a confirmation email directly once complete
Sincerely,***********************Director, ****************** **********************Initial Complaint
04/05/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I returned 3 movies 3 days after I rented them to the kiosk by my house at the end of February but just got charged $48.71 by Redbox on March 22. I have tried finding a phone number to get this resolved but there is none. This is fraudulent and I want my money back. Those funds were for my sons medicine that he needs for seizures and I returned my movies on time!! I will never rent from Redbox again but I deserve my money back bc they had no right to take it.Business response
06/10/2024
I just wanted to let you know about the above-referenced complaint. The complaint did not contain enough information for us to locate the transaction in question. We have requested directly from the customer the following information:
First and Last name on credit charged the $48,71
Last four digits on the credit card
Billing zip code for the credit card
Once we receive this information, I will research the transaction and resolve it accordingly.
Sincerely,
***********************Customer response
06/12/2024
Better Business Bureau:
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
03/27/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
We rented a movie on Feb 26th at a kiosk out of town. We returned the movie a day late because we could not find a kiosk that was working locally and had to drive to another town on feb 28th to return the kiosk. We accepted the fact we would be charged a late fee of 2.50. I stood and watched the movie go into the kiosks and it said returned. I received a charge on my credit card saying the movie had not been returned and my card was charged ***** for the movie. I have tried calling their customer service number and they are not accepting calls. I have emailed them three times with no response. I would like a refund issued because I returned the movieBusiness response
06/10/2024
The above reference complaint has been reviewed and a refund of $40.83 has been issued to the customer. It may take 7-10 days for the refund to appear in the customer's account. I have informed the customer directly that the refund has been issued.
Customer response
06/10/2024
Better Business Bureau:
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
03/18/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
I have been trying to get my online account deleted. Their website states to reach out to ************************************** for assistance. I have sent 3 requests to their customer service and have not received any response, not even an automated response. Each of my emails to customer service has stated that I want my online account deleted and my personal data purged from their system. I sent requests on 12/2/23, 1/16/24, and 3/18/24, none of which received a response. I have concerns about the security of my personal data within their system given the lack of response and customer service presented.Customer response
03/20/2024
Better Business Bureau:
The Business has addressed my concerns outside of addressing the BBB in reference to complaint ID ********. My issue is resolved and my complaint can be closed.
Sincerely,
*************************Initial Complaint
03/18/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I was a customer of **********************, but I haven't used the account in years. I wanted to delete my account, but ********************** does not have an option to delete my account on the website, and when I emailed their customer service, they sent me a form to fill out that I could not even open or fill out.Business response
06/10/2024
Regarding the above reference complaint. I informed the customer that the account deletion request had been submitted. They will receive a separate email confirming completion.Let me know if you have any questions or need further information.Thank you,***********************Director, ****************** **********************
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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business.