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Business Profile

Motion Picture Film Distributors

The Criterion Collection

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Motion Picture Film Distributors.

Complaints

Customer Complaints Summary

  • 11 total complaints in the last 3 years.
  • 6 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:02/21/2025

    Type:Product Issues
    Status:
    Resolved
    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.
    As a subscriber to The Criterion Channel, I have been unable to use the service on my ********** since February 1, 2025 due to persistent app crashes. I contacted their support team on February 7, 2025, and received a response from **** ***** acknowledging the issue and stating it had been escalated to their engineering team. Despite this, I have not received any further communication or updates regarding a resolution. My subsequent requests for a service credit have been ignored, and I feel that I am being deliberately disregarded. Due to the continued inaccessibility of the service and lack of support, I canceled my subscription on February 19, 2025, and initiated a charge dispute with my credit card company, which is currently under investigation. Im concerned about a company that will not respond to customers, especially when we are billed for a service that isnt working.

    Business Response

    Date: 02/24/2025

    A full refund has been issued to the subscriber (under the ************************************************ Criterion Channel account) and we have alerted the user with this update. 

  • Initial Complaint

    Date:02/18/2025

    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.
    Signed up for the 7 day trail of the Critrieon channel online and chose the MONTHLY CHARGE OF $10 A MONTH... My trail should have ended ttoday but they chrarged me at 2 am AND charged me the annual of $99... This will make my rent payment bounce as I have lost my job and are out of money. This ****** me off. There is no real way to even contact them... it is super hard to follow the path of the refund instructions... There is no one email to use... plase help me....

    Business Response

    Date: 02/18/2025

    We're in the process of refunding the customer in full and deactivating their ********************** Channel subscription now. The option to cancel the subscription was available during the entire course  of the 7-day free trial.

  • Initial Complaint

    Date:01/03/2025

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    Criteron Channel advertises a 7 day money back guarantee.I have reached out to them for a ********* date they have refused to honor their guarantee and commitment.I want my refund.

    Business Response

    Date: 01/08/2025

    We emailed the customer directly on January 3, 2025 and have not hard back. There is no other correspondence from the customer on file with us as of now.

    The user signed up for a 7 day ********************** Channel free trial on April 19, 2024. They were charged at a discounted annual rate of $80.05 at the end of your free trial on April 26, 2024. The account has since been marked for cancellation and access will end automatically on April 26, 2025. No further charges are scheduled. The user does not qualify for a refund since the charge occurred about 8 months ago and the majority of the paid access time has already been used up.

    Customer Answer

    Date: 01/08/2025

    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 and the matter has been resolved.

    Sincerely,

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



     

  • Initial Complaint

    Date:04/10/2024

    Type:Product Issues
    Status:
    Resolved
    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 March 1, 2024 I purchased a 3 month subscription to the Criterion Channel as a birthday gift to my husband. I received an email confirmation saying that the gift recipient would get an email that day with a link to start his account. We have not yet received that email/link. I tried to contact the Criterion Channel and could only locate an email address on their site. I reached out to them three times with no reply. I would like to receive the link to activate the account by the end of this month (April 2024) or have the money refunded.

    Customer Answer

    Date: 04/10/2024

    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 and the matter has been resolved.

    Sincerely,

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



     

  • Initial Complaint

    Date:03/29/2024

    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.
    On March 13, 2024, I started a free, one-week trial subscription to the Criterion Channel, a movie streaming service owned and/or operated by VIMEO.I found out immediately that I could not get the streaming to work. I promptly used the support link to request tech support. I got an automated email telling me they'd get back to me ASAP. That never happened. The company's email suggested that I ask for an extension of the trial membership. I asked for that.As soon as the trial week ended (with no extension given, apparently) VIMEO billed my **** debit card $99.99, for a year's subscription.Seeing this charge, I contacted my bank (M&T) and disputed the charge. After that, I got another (probably automated) email from VIMEO. It asked what they could do for me. I replied they could promptly reverse the charge. I also left voice mail at their headquarters in Manhattan (on March 27th, 2024). There's been no reply.I want the $99.99 that they should not have billed me to be returned in full. Among other things, I ASKED for the extension of the trial period that they SUGGEST I request...and they simply started a year's subscription when the ONE WEEK trial ended. Unbusiness-like conduct.

    Customer Answer

    Date: 04/22/2024

    Better Business Bureau:

    At this time, I have not been contacted by The Criterion Collection regarding complaint ID ********.

    Sincerely,

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

    Business Response

    Date: 05/03/2024

    No previous communication on file from this customer. They've now been refunded in full and the subscription has been deactivated so no further charges will occur. 

    Customer Answer

    Date: 05/03/2024

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

    They finally have refunded my money -- after I complained to (1) the BBB; (2) my bank and (3) the Attorney General of NY State.

    Their statement about having no correspondence from me is FALSE as can be seen on the copy of emails I included in my BBB compalint. I emailed them on March 21, 2024 (on the day that they charged me for a whole year after NOT extending my one-week trail membership) AND they wrote back to me on March 27th. So much for having no correspondence from me!

     

     

     

     

     

    In order for the BBB to appropriately process your response, you MUST answer the question above.


    Sincerely,
    **** *******




     

  • Initial Complaint

    Date:12/20/2023

    Type:Billing Issues
    Status:
    Resolved
    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 had subscribed to the Criterion Channel (the email used on the account is ************************ on a monthly plan for some time, then converted to an annual plan, for which they charged my credit card $99.99 on July 16, 2023. However, they have continued to charge me the monthly charge of $10.99 per month every month since then. I contacted them twice through their website (the only contact method they give) and was ignored both times, while the monthly charges continue. When i cancelled my annual plan due to this, I also explained the reason was this double billing, but I heard nothing back from them. I have begun disputing the credit card charges, but they continue coming. There is no way through my account with the vendor that I can cancel this monthly charge and they have simply ignored every effort I have made to contact them.

    Customer Answer

    Date: 12/22/2023

    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 and the matter has been resolved.

    The company responded promptly, investigated thoroughly, fully explained the situation, and resolved it fairly


    Sincerely,

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



     


  • Initial Complaint

    Date:06/29/2023

    Type:Product Issues
    Status:
    Resolved
    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 9-disc Blu-ray set: 'Pasolini 101'. On sale at the time for $174.96. Order # *******.When I received the set, I found that disc 7 (Teorema) was used, with a number of fingerprints on the disc surface. I contacted Criterion, requesting an exchange, and they told me to just wipe the fingerprints off. I explained to them that over the years, I've read a number of times how the grease from fingerprints can damage a disc. Also, when I purchase a new disc, I expect to receive a new disc, not an abused disc. I do not think I should have to purchase a second set, just to get a single unabused set. It's not like this set is so inexpensive that I can readily purchase multiple copies.They did not respond and are ignoring me now. This kind of problem is generally rare, but whenever I've encountered it with discs purchased from other companies, they've always promptly exchanged the disc for me. Criterion is the only company I've encountered that has adopted the attitude that they don't care. I've been a Criterion customer for many years, but they've permanently lost me as a customer with their attitude that they don't care. I would like to return the used set, in exchange for a new one.

    Customer Answer

    Date: 06/29/2023

    Better Business Bureau:

    I have received a direct response from the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved. The business has agreed to do an exchange. Thank you so much for your help on this matter.


    Sincerely,

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



     


  • Initial Complaint

    Date:01/25/2023

    Type:Billing 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.
    Subscribed to the Criterion Collection for a 14 day trial, Without notice after the 14 days expired they charged my account ***** without authorization.

    Business Response

    Date: 01/31/2023

    A warning regarding the charge at the end of the 14 day trial is noted at sign up, an automated email is sent 7 days prior to the trial ending reminding of this charge, and any pending charge dates are also noted on the account, in the Billing and Subscription section. 


    We are sorry to hear that this information was missed but unfortunately cannot provide a refund at this time. Access to the streaming service will continue for the duration of the year you have paid for. We have canceled your subscription so you will not be charged again at the conclusion of the year of access.

    Customer Answer

    Date: 02/03/2023

    Better Business Bureau:
     t/=
    I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:  This does not accurately explain the situation nor is it a copy of the Welcome letter which explains Criterions terms and conditions.  Enclosed is a copy of the letter. Notice how the copy explains the channel and shows the charge of $99.99 at the bottom.  After that in considerably fainter print they state the card will be charged in 14 days.  The print is almost illegible.  I think this is purposely deceptive,  Also notice below the faint print there is much darker print stating "this is an automated email" 

     

     

     

     

    In order for the BBB to appropriately process your response, you MUST answer the question above.


    Sincerely,

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




     

  • Initial Complaint

    Date:10/24/2022

    Type:Billing 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.
    I signed up for a 14-day free trial for two weeks, that you could cancel at any time. I canceled after eleven days, and they are still trying to charge me $99.99. The amount showed up on my bank statement this morning, and is still pending. This is outrageous.

    Business Response

    Date: 10/26/2022

    We've communicated with the customer directly since they originally contacted us on 10/23/22. Unfortunately the subscription to our service was finalized via Roku and we cannot deactivate or refund the user, as we do not have access to their payment information. They've been advised to contact Roku directly for a resolution and deactivation of their account via ************************* 

The Criterion Collection is NOT a BBB Accredited Business.

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