Redbox
Reviews and Complaints

I rented two movies from Redbox to play on my DVD player that's not hooked to anything online. One move played fine the other kept freezing in spots I took the movie out and cleaned it but still not working. After calling Redbox customer service they were all hard to understand due to heavy accents, then they kept putting me on hold saying they were "testing from our side". After 16 min's and three different agents (the 1st hung up on me) I finally asked for a supervisor witch he quickly said " I am the senior rep, ma’am". I never got my issue resolved after asking for the same movie again. One agent even told me that I was being charged $10 per minute to speak with him, so apparently they have no QA department that monitors their work. I have replied "stop" to their text messages and will not get another movie. I will be praying for this company they have to know how bad this customer service is and don't seem to care. Shame on the owners (Coinstar) of Redbox, this is why we are seeing less and less of them. My suggestion leave the Redbox alone!

Rented NBA2K15 and when opened, discovered that the disc inside was a paper, color copy of the disc. I called Redbox so that I wouldn't get charged for the disc rental or for the missing disc. The representative offered me a promotional code for the 2nd night rental free. I was straight up offended! They wanted me to still pay for the rental?! I demanded my money back - and was told that it would take 5-7 business days to see my refund. I'll be watching my bank statement. This is terrible business practice. To expect people to pay for something that they didn't get AND not even a free rental but the 2nd day free is just unacceptable. Redbox is no longer regarded as a respectable business in my book. I will rent on Netflix from this day going forward.

This is the complaint that I lodged with the Better Business Bureau:

Over time, on three to five occasions I, there have been defects on DVDs i rented, that prevented them from playing the entire disk. I complained about this and was told that because I could not cite names and dates of the DVDs, nothing could be done. Yesterday, I again rented a DVD and instead of the DVD "Noah", I received a DVD called "Ghost Adventures". The nine digit number beside the spindle hole is [protected] . The 10 digit number under the bar code is [protected] . My The customer service rep that I chatted with online indicated that I would receive a credit, sent to an email address that I provided. I then also related the above complaints to the CSR and he told me that he was happy to have been able to have resolved the issue, but never addressed this other issue. Once again, i indicated that I wanted him to address this other issue and he repeated that he was glad he solved the problem. At that point I said that I was no longer interested in using the credit he was arranging and that i have no future plans to rent from Redbox.

redbox dvd stopped playing. Picture froze and would not FF, skip, or even open. Had to turn player off and back on to get it to open. Put disc in another player and same thing happened. I had rented 4 dvd's. First one played fine, now I'm watching the 3rd one on my other player. The one that stopped playing wont play anything now. Just keeps trying to load. How could a dvd damage a dvd player. I have know idea but it did. Contacted redbox and they gave me a free promo code and told me to contact Toshiba. Lot of good that's gonna do me on a 3 year old player.

Rented two movies from Redbox. Watched one and returned it the next day. Kept the 2nd disc for a 2nd day and then turned returned it. 25 days later Redbox says I never returned the 2nd disc so they billed my credit card $25. So they got their movie back and my $25. For the LAST time. As you cannot cancel you account on Redbox.com I changed my email address and removed my credit card. Just think how much money they are making if they do this once to each of their customers.

This company does everything in its power to avoid any actual customer service and forces you to go through an automated system so they don't have to speak with you. They flat out lie and double back on information they give you. Twice I have rented games that did not include a necessary second disc and while it is their choice to rent these, at the time I rented them there was NOTHING on the website, kiosks, or actual disc stating it was only a partial product. By the time customer service got back with me, they state the information explaining this is visible. Of course it is, by the time you have several complaints, update your website/kiosks, and then get back with me. Even I can tell you've updated it when you put it in big bold print that wasn't there the first time I rented it to cover your ###. The first time I actually spoke to a customer service representative she had the balls to tell me "we were just seeing how the first disc rented before putting the second one in our kiosks". Are you kidding me? And I wasn't even offered 1 free rental. Nothing. This time it happened they offered me 2 free rentals, which they can shove because I'm never using this piece of c*** service again.

I rented a movie at redbox it was the wrong movie that I received they said to take it back that day and I could have 2 promotional codes so I returned the movie the same day asap and tried to use the code it didn't work so I just kinda forgot about it well today I see that I'm being charged on my card for fees saying I didn't take that movie back on time so I was charged for that movie that I didn't order and they took money from my account for being late

I hate Red Box so much. You rent movies and they charge you so much of you do not turn them in. They do not charge you 1 time, 2 times but time and time again. You do not know to check your card because you do not rent the movies. We just got charge 141 dollars for movies. That is crazy. PLEASE PLEASE everyone do not use Red box. They get you by saying it is cheap to rent but it is to take your money. I am making sure everyone knows not to use them anymore. They will go down if there is anything I can do about it.

I used Redbox for a while and just noticed a bunch of exorbitant unauthorized charges on my bank statement. I don't know if these are late fees or what, but I always return movies within a couple days and have never seen anything on their machines or packaging concerning a due date. Maybe they have a charge for numerous movies at once? Maybe there's some way people are committing fraud with it? I don't know. But this is ridiculous, so I'm done using what I thought was a great convenient service for those who lack secure mailing or internet access where they're staying. Glad I kept my Netflix membership, though, and guess I'll just have to go without movies until I do have a secure mailing address again. I'm DONE with Redbox, in any case... just wow, wherever these charges originated, what a rotten way to do business. I'm reporting this to my bank to incite an investigation and try to recover some of the unauthorized charges. I thought I was paying a little over a dollar per movie, and now I'm out hundreds of dollars for a dozen movies over the past couple weeks.

My son rented the 7 PHYCoPaths on 3/10/13, he then forgot to get it when it came out and the rental machine took it back. He decided to rent it once again, with another movie but returned both right back the next day at around 7pm. Today 4/9/13 I get a charge on my credit card of $23.85 from REDBOX. I called them, and their statement was that the movie hadn't been returned?! What?! how do i prove that we did return it and that other movie showed returned but not this one?!, They're willing to reimburse me $10.00 but why should I take less than what I'm been charged for when I don't have the stinken movie! Granted, if that had been the case than oh well, but it's not. These REDBOX business is a RIPOFF. Another time they also charged me for a rental which I hadn't even rented at all, the only way I proved them is that the credit card used had already been cancelled before the date of the "supposed rental" BINGO! I'm currently disputing the charges with my credit card company, wish us luck! thx...

I went to the store to make a purchase and discovered $103 was taken out of my bank account which put me in a negative balance. I looked and found out it was redbox that had taken it all.they said I didn't return a game and a movie.I definitely remember returning them and my 15 year old son was actually the one who returned them(I was with him).there was a problem with the kiosk at the time and it took them and then said to call customer service, which we did.I explained that the movie and game went in but it wasn't registered as returned. The woman told me I wouldn't be charged any further.until they just took all my money! I called again and they said I didn't return it! I don't have the movie and game and now I'm out $103! I will never rent from them again.and this isn't the first time they charged me for extra days I didn't have.them.

Called redbox customer service, talked to a Rebecca and explained that I had to leave town and was unable to return my DVD. My wife said she would yet didnt and I returned after 7 days to see that the DVD was still at home. I told this to Rebecca, hoping that she would somewhat understand and not charge me for the whole amount of time being that I rent movies from Redbox very frequently. She totally didnt acknowledge me and kept reading her script, then said have a nice day. A little better customer service would have went a long way as a customer service representative of redbox. beware of careless customer service, as I had recieved from Rebecca. Call took place at 8:45am 12/6/12

First off I will say, yes, the reason why I had to even contact a customer service representative was due to my own stupidity. I accidentally returned a red box game that I had already paid for in full, which means that I own the game. Upon realizing my error I contacted a customer service representative for Red Box in hopes to re-obtain the game I had just returned in error (I returned Assasins Creed Revelations which I had bought from Red Box when I was supposed to return Assassins Creed III which is a game the kids did not like, human error). Anyways, to make a long story short, I spoke to the first rep. who provided false information that she would be having a technician sent over to retrieve the game. I waited and waited, no one showed. Then, I called again and spoke to another representative who commented that the first rep. did not retrieve any of the necessary information and that they were "too busy to help me." I expedited the matter to a supervisor who created a solution however, it turned out the solution was not plausible and was false (he stated I could re-rent the game and I would be reimbursed the cost of the rental fee) however when I returned to the kiosk to comply with the instructions it turned out it was not a possibility to complete the transaction after all. A fourth call was made and this rep. offered me an apology, a sorry we cannot help you, and an oh ya we will give you a coupon to ease your annoyance. Another supervisor was reached who threatened to have a technician sent down to destroy my game, then he hung up on me. Then, another call was made to another supervisor who finally stated they would retrieve the game but it would take up to 2 weeks for it to happen. All in all the worst service I have ever experienced in my life.

Redbox is a company who's policy is to attempt to deny any customer service compensation even in instances where they are blatantly in the wrong and at fault. They also refuse escalation of complaints to supervisors, so you are left to deal with a customer service associate who will pacify you with promises of refunds that never occur, CHECK YOUR BANK or CC STATEMENTS CAREFULLY because they draw out the refund process for up to a week so that you will hopefully forget their "refund" offer. I will NEVER use RedBox again, even if they send me 100 free rentals, I wouldn't use them because I don't trust them not to recoup in a nefarious manner.

I rented movies for years with Red box and this last month they have been taking unauthorized payments from my account first they give me the wrong movie and I had to call because when I returned it would not have shown that it was returned because the receipt had me as a different movie then I receive a email that they took 31.54 from my account from the month before a rental I rented 4 movies and they had me charged with buying a movie I never rented then when I call customer service said they couldn't help me and that her supervisor suggested calling my banking institution and report it as fraud and that's al she could do! I have deactivated my account and will never rent from them again! And I was a good customer

My son and I are in the process of a move, and I misplaced two DVDs that I rented from Redbox on 9/8/2012. We found them yesterday, and immediately turned them into the nearest return center. I knew there would be hefty charges returning them on the 23rd day of having them, but what I didn't realize is that according to Redbox terms and conditions, I actually OWNED both of the DVDs at the time of return because I had exceeded the number of days / charges for the DVD (20 for regular DVD) & (23 Days for Blue Ray Discs). Even though I owned them, there was no prompt, warning or notification when I returned the DVDs to the kiosk. What's more, I never received a receipt when the time period expired, at which time, I officially owned the two movies. It was only AFTER I was charged $62.01 for the maximum charges allowed, did I RECEIVE a RECEIPT. To add insult to injury, the receipt states that the DVDs are mine to keep and do with what I choose. I felt tricked. Had Redbox sent me a return notification, or even let me know upon return that I owned the DVDs, then I would logically, have not given them my property. Furthermore, it is unethical to wait to send customers a receipt for purchase, AFTER they have returned them, knowing it's nearly impossible for a customer to get the DVDs back. They not only got my money, they get to make thousands of dollars renting MY MERCHANDISE to other customers.

I called Redbox to resolve the issue which would be a) refund me my $62.01 since they have the property that I technically owned and purchased, or b) send me my DVDs so that I can add them to my collection. They refused, along with refusing to give me the name of their governing authority or corporate headquarters, in order to write a letter of complaint. The response was to "look it up". The terms and conditions expressly state that I would receive email notifications, receipts and promotional/marketing communication, if I provided my email address at the kiosk. I did that, but all I received was promotional items and a receipt post return of the merchandise. This is unethical and unfair.

I rented 2 Redbox movies for 2 days. When I returned them I reviewed by account and I had been charged 9 times. When I called Redbox the customer service person told me they have the right to use your card when you get movie, okay thats a 24 hour rental. Then they charged me a seperate 2 day fee, so thats three charges on a 2 day rental for one video. Repeate that, that makes six charges for two videos on a two day rental. Then there were an extra 3 charges to total out 9 charges for 2 videos for 2 days. Supposedly they will return some of this money in 5-7 business days, but as the customer person was not making any sence at all, I hardly doubt Ill see my money and I will never use another Redbox or video rentalbox.

I work the graveyard shift and pretty much sleep during the daylight hours, so going to the video store is never convenient. I had Netflix previously but didn't really rent enough to make it cost efficient, so a friend recommended Redbox to me. Being a dollar a night and a pay-as-you-rent 24 hour kios, it was ideal. I made my first rental for four dvds and all was well. Returned them the next night, following all prompts, and saw the 4.12 charge the next day. All is good.

Except that a few days later, I see another charge. This time for over 25 dollars. I call Redbox, and after a long wait, speak with a rep who tells me this is b/c I didn't return the videos until a week later. What?! I explain what happened, but she then goes on to say that it's impossible that I returned them when I did because a tech checks each box each day and manually checks in any dvds that get "hung up" in the system. She also checks and sees that none of them were rented out during the time they said I had them. I request a supervisor. I explain to him and emphasize how this was my first time ever using the system and I'd be glad to cancel out my account (not lying to get out of paying a late fee basically) if it's refunded. He says he can do half. I explain again, how half would be acceptable if I kept the dvds, but I didn't. He finally agrees to refund the whole amount and I ask that any info/account created be removed.

It ended well, and in that regard, Redbox did right by me. However, I do want my experience to be "out there" as a complaint because consumers need to know how often these things happen. According to Redbox, they have counter measures to make sure these things don't happen, but in my case, none of them worked and they used them to try and discredit me. Since all of them rely on Redbox tech and Redbox information (no receipts at time of return, no camera, nothing...and please don't say we should read the fine print. It's fine for a reason), the consumer really has nothing but their word to back it up.

One thing to remember if using this service: Redbox rep said to look for an email that says you returned the dvds. If not, call them immediately. I received an email that specified the charges (for the one day amount) and thought that was the email they mentioned, but it was not, which was a bit misleading in my opinion.

I rent movies all of the time from Redbox and just recently did they randomly charge me a late fee for a movie I returned. The unexpected $25 charge overdrew my bank account. They want you to sign up for email receipts but really that is so they can riddle your email inbox full of crap! I'm going on a Redbox strike and at least never using my debit card in another one of their machines again! BOOOOO to you Redbox!

Sometime in June I decided to use red box as opposed to blockbuster kiosk. First time I rented, had no problem and rented again two weeks later. Presently I was charged 78.00 for movies I returned after being told that I did not retuen them. I expected to have this situation remedied after calling and boy was I wrong. I explained to customer service how I returned the movies a day after I rented them and how this must be some mistake on there end, only to have them basically call me a liar and not give a F&$@% about helping me resolve this issue. I returned those movies and to have someone tell me that I didnt is maddening all on its own but to not even receive adequate customer service or some sort of resolve as "customers are always right"! is insane to me! They told me how the only proof that they would except would be an email receipt from them stating that the movies had been returned. I told them that the first time I rented movies from there stupid box, I never received an email upon return so how on earth could they tell me know that that would be the proof?!?!? Does this make any sense? I told them I would get better customer service if I was calling India! At the end of the day, they did not give a ###. I hope they go bankrupt in the next year. They do not deserve to have a business when they don't know how to run it or the first thing about CUSTOMER SERVICE. If anyone is intereseted, I am happy to file a class action lawsuit as this will only continue and why should we pay literally, for their idiotic reasoning? This begs the question: What planet am I on?!?!?!?! This sort of b.s can only get worse if nothing is done to stop these criminals!