Am I the only one who had this problem with Lovefilm?

[BornToShopForcedToWork]

Hi,

I signed up for Lovefilm a couple of months ago. I got two DVDs, watched them and send both films back in the same envelope. Funny thing is only one DVD arrived and the other one is lost. I am a 100% sure I posted both of them and if the Royal Mail lost it why only one DVD and not both together? Lovefilm's customer service isn't great, I emailed them a few times and didn't get a reply.

Has that happened to someone before?

How odd. Did you put each DVD in its own plastic cover and then both into the envelope?? (think it has a bar code on relating to the film).

Yes, I did.

On lovefilm there is an area of the website where you can report a lost disc and fill out an automated form. They'll then send you another disc and start a claim with royal mail.

Lovefilm's customer service is the worst I have ever dealt with. They once didn't send me any DVDs for over a month. They wouldn't refund my money. I contacted customer services several times, spoke to a different person every time and none of them helped me at all. I wouldn't touch them with a bargepole.

Wouldn't recommend love film to anyone, they were fine all the time I was with them but when I tried to cancel my membership they were a nightmare

I rang them to cancel, got an email saying I had cancelled and then 2mths later noticed they had still been taking the money from my account so cancelled the dd and rang them, they refused to give me a refund and kept emailing me to say my payment card needed updating in the end I must have rang them at least 20 times, they passed my details to a debt collection agency, who thankfully were really helpful and because I forwarded them the email stating that I had cancelled told lovefilm they wouldn't be taking action as I didn't owe them any money.

LoveFilm are a pile of shite! They won't let me cancel my account unless I respond to an email that I can't access because the email account was closed down by hotmail. (Hotmail won't do anything about it either) so I am paying for nothing! I can't log into lovefilm as I have forgotten my password, but to reset it I have to log into the non existant email account!

I read a really useful thing on the Moneysavingexpert website today about companies like this who take money from your debit card after you've told them to stop.

Basically, if you get no joy from them the law now says you can tell your bank to stop paying them, and if they don't then you can claim your money back from the bank.

Here: www.moneysavingexpert.com/banking/recurring-payments

I'm really surprised you've had poor experiences with lovefilm, I've been using them for years. I have had lost discs (not arriving to me, and also not arriving back at lovefilm). Both times I emailed and got a swift response, they sent replacement discs and sent a form so they could claim from royal mail.
Can only suggest contacting them via the website again, and following up with a phone call

I've been a lovefilm customer for years and never had any problems. The occasional lost disc is very easy to report and they send out another one immediately. They sent a TV series out in the wrong order once, I got an apology, the right disc and a free additional rental (in the days before unlimited). I've only ever contacted them by email though, and obviously never cancelled my memberhsip.

If the disc is lost just report it. Takes seconds and no cost to you!

I've had love film for years now and its worked pretty well.

As I said before I sent both DVDs in one envelope. One arrived and the other didn't. So I guess I can't blame the Royal Mail. It is not that just but the fact that Lovefilm doesn't respond to any of my emails.

Lovefilm's customer service is pretty bad in my experience. We've had untold damaged discs that won't play and having threatened to cancel our membership, they've finally given us a couple of months free.

Don't use the online form to report a problem as all you get is an automated reply. Make sure you email them instead. I think they're fairly desperate to keep their customers at the moment so they'll give in soon.

I reported a lost disc online, done in about 5 seconds and I had no more problems. The next disc was sent within 24hrs. I was able to monitor it online too so I knew they'd got the lost disc info.

I do however need to clean most DVDs with a squirt of glasses cleaner and polish using my glasses cloth, I've only had to send back one or two that have still failed to play. Not ideal because I guess they should clean them before sending them out. However, we now have a BluRay player and these are much more reliable (maybe they aren't hired out so much)

I had a 3 month free trial with them, took full advantage and it was great! I cancelled my membership when the free trial was over (this was around 2 years ago) and I still get letters off them asking me to come back, offering me 3 months for the price of 2, 1 month free etc etc. They do my head in now and I can't find a phone number to ring and tell them to piss off sending me letters.

I've posted 2 discs back in the same envelope before, and then had the new discs turn up several days apart

I've also reported lost discs before on the online page, new discs have been sent out immediately.

I've been with them for years, never had any probs other than they send films I haven't got on my list sometimes and you can't choose any kind of order for your films, it is pot luck. But they are minor things that don't bother much, in fact we have seen a few good films we wouldn't have otherwise. We have had a couple of DVDs go missing and Love Film were great and just took our word for it and they have given us extra credit etc. at times for loyalty. I would recommend them.