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Everyone agrees this is a good concept -- pay a flat monthly fee, get an unlimited number of DVD movie rentals. But the question is -- how well does it work? That's where the picture sometimes gets a little scrambled.
The company's new instant player may resolve many of the delivery issues that have annoyed some consumers.
Marie of Phila. PA (07/01/08)
we signed up over the computer. we kept it for a few months and then decided that we didn't want it anymore. I cancelled it. The first time they ignored it, the second time it went through. My son checked his bank statement over the internet and found out that he was overdrawn because netflix had charged him 21.20 for something and we haven't had any thing from them since at least the middle of May.
My son is overdrawn on his account.
Kristy of Sacramento CA (06/25/08)
I received a mailing asking me to come back to Netflix. It has a priority code number and says the offer expires July 31, 2008. Nowhere on the letter is there any kind of offer except that I can rejoin, which I can do without this priority code. No where on the letter does it tell me what the priority code is for or what it gets me.
I went online to see if there was more information, but there was not. I called the number listed on the letter 5 times over a period of 1-1/2 hours during normal business hours and it rang until I got a busy signal (rang a lot of times). No one ever answered, no machine answered that I could leave a message on. I could not find a number or email address to lodge a complaint anywhere on the letter or website.
Also attached to the letter is a credit card type card welcoming me back and on the back of the card it looks like I am to put my user name and password. Why would I need a card to carry around with me when Netflix is all done through a computer? I think this is misleading advertising since it seems as though I should received something with my priority code and offer that has an expiration date.
It's just annoying and wrong.
Anne of Daytona Beach Shores FL (06/19/08)
I was billed in April 2008 for $6.47. This amount should not have been charged to my account because I do not now, nor have I ever, been a Netflix member. On April 28, 2008 promised by customer service rep that credit would be applied to my account within 10 business days. Rep acknowledged that the information on the account does not match me. I suspect this was human error with a wrong number keyed in because there have been no further unauthorized charges on my debit card.
On June 6, 2008 I was advised by another customer service rep that the customer's account was credited in error not mine. Apology extended and promised that this correction would be processed immediately with credit issued within 1-3 business days. This was then followed by an email transmittal the same day stating Due to process limitations, we are unable to credit charges directly to the card in question. We strongly encourage you to dispute the charges with the issuing bank as unauthorized and cancel the card immediately. Your financial institution should automatically release the funds back to your account, in accordance with their policies and procedures.
I do not want to have to cancel my card. One error I can excuse but I will not excuse the nonrefunding of my money. I did contact the bank initially and was told I would have to cancel my card. Bank's agent agreed sometimes human error and if nothing else is showing up it would be safe to assume such. The bank would have to wait for Netflix to issue the credit. I have just written a letter. Will see what if any satisfaction that brings.
Joseph of Philadelphia PA (05/30/08)
i have been billed in january 2008 for $8.47 and in february, march, april and may for $14.83. these amounts should not have been charged to my credit card beecause i did not subscribe to the netflix program. I would appreciate hearing from you and would like to know how they got my credit card number. your attention to this is greatly
I am alarmed that this has happened to me and this will force me to close my credit card with macy's visa.
Linda of Bryan TX (05/10/08)
I accepted a free trial offer through Amazon and a Netflix bill keeps doubling on my master card bill.
Our bank referred us to Netflix
Lori of New Philadelphia OH (05/07/08)
I signed up for a free trial and was charged $8.99 and it has only been two weeks and now they are trying to charge me another $8.99. Being that it was to be a one month free trial I feel this is unfair and they shouldn't be allowed to do so. They even stopped sending me movies to watch.
They screwed up my checking and i end up paying overdraft fee of $35.00 plus an extended overdraft fee of $5.00
Kenneth of Clearwater FL (03/24/08)
Credit Card Fraud.
We just noticed charges of $25.67 twice in January and once on our MArch credit card statement (Total $77.01).
We have no account with netflix.com.
No one in this house (both age 60) ordered anything from them.
Our credit card company, in an automated statement, said to call netflix and because of an agreement with them we would be given a credit.
After 4 hours and 5 people we are told they can not do anything becaause their system is down and refused to take a manual report of this problem.
No one from the first customer service agent to a supervisor wanted to help.
No customer service and dishonesty.
What a business.
So far a loss of $77.01 plus four hours of calls.
Gilbert of Stockton CA (03/12/08)
Although I have been paying the fee of $5.39 monthly for movie rental, I have not received a movie for approximately 3 mos. Please advise. Thank you.
Frank of Little Egg Harbor NJ (03/09/08)
DVD "How to lose a guy in 10 days" was defective, scratches all through the play area, caused freezing of movie, very annoying.
Could not play this movie!
Florence of Marysville PA (02/25/08)
l stopped using netflix about a year ago and talked to someone on the computer to cancel, but l am still getting charged for it. This company owes me a year's back money. l would not really have noticed it [l trusted the company when they e mailed me and said they would take care of it] but while doing my income tax showed it on my Charges. Please explain why they are doing this? l was going to come back after my year of free HBO and demand, but now l don't think so.
John of Portland OR (02/09/08)
This morning I was on the pc and thought I might rent a couple movies for the 1st time, so I filled out all the information to the debit card. Then I was interrupted (someone came over), and I didn't even pick any movies out. So I erased the information and didn't order anything--and this company's policy says that they check your card to see if it is good, but you are not billed for two weeks. They took that money out of my account the minute the computer was shut off. Now that is rude! I will never do business with them again. I want my $16.99 put back into my account today!
Joseph of Tallahassee FL (02/09/08)
I cannot get on my member page. I have been a Netflix member for several years.
Phil of Mohegan Lake NY (02/09/08)
I was not able to access website for weeks: http://www.netflix.com/entryTrap.html?why=cookieless
I pay $9 monthly for this service and am am no longer able to access their website. I will be canceling my account ASAP via the credit card company.
Phil of Mohegan Lake NY (02/09/08)
Was not able to access website for weeks: http://www.netflix.com/entryTrap.html?why=cookieless
I pay $9 a month for this service and am am no longer able to access their website. I will be canceling my account ASAP via the credit card company.
Jason of Rotonda West FL (01/08/08)
I was supposed to get the free trial. I decided not to go with it now, and I canceled my account the same day I signed up for it. When I looked at my checking account, they had taken out $9.89, and I want to know why. I would like to have my money back, please.
Linda of Long Beach CA (12/31/07)
I no longer wanted to receive Netflix movies so canceled my order in September. Netflix continues to take money from my credit card account. I wrote a letter inside my last movie that I received telling them to stop my order and cancel my account. The movies stopped coming, but Netflix is still taking money. I wrote another letter in November to ask them to stop taking money, and again my December bill shows they have debited my account nor has returned any previous money to my account. How can I get them to stop this scam?
Jan of San Diego CA (12/30/07)
Several months ago, I PROBABLY ordered ( I cannot remember now) the service of this company. They were to provide me with a DVD rental service for $9.69 a month. I never received any DVD or list of movies available, but I am being charged on my credit card every month. Please, investigate and inform me. Thank you.
I'm out at least two payments, $9.69 each: PAID but NO SERVICE rendered.
Cathy of Birmingham AL (12/30/07)
I purchased 6 months worth of movie rentals for my father-in-law. When we tried to set up the account for him, the site wanted HIS credit number even though I had already purchased the account with my card. The purpose stated at the time was that if any CDs were damaged, they would be charged to his card. After giving his credit card number, there was a note that after his 6 month period was over, the account would automatically be shifted to his credit card and continued. This is a deceptive, cheap trick. They should say up front exactly the purpose for giving the card number.
Daniel of Madison WI (12/09/07)
I applied for Netflix and Trilegiant's name came up on my bank statement. They charged me money!
Warren of North Fort Myers FL (11/19/07)
I was signed up for a FREE trial offer last summer and now have discovered that I am being billed $9.53 a month.
Ramiro of Indian Harbor Beach FL (11/18/07)
I've received no Netflix films for a week.
David of Tampa FL (11/15/07)
I signed up for free trial with Netflix and tried to cancel. I was persuaded to extend free trial for two more weeks. I then canceled one day BEFORE the extended free trial ended. I received the cancellation confirmation e-mail from Netflix 3 days ago. Netflix charged my debit card $9.62 yesterday. If not refunded tomorrow, I will keep the movie they sent and finally watch it!
Roslyn of Malone NY (10/23/07)
First I asked them to stop sending the movies for the summer while I was at camp, and they didn't. Then they have been charging my credit card for the last two months and not sending any movies at all. I have tried to get a hold of them a few times but to no avail. I would like to stop doing business with these people altogether.
Petia of Sugar Hill GA (10/04/07)
We ordered the 2 week free membership and then we cancelled it within the 2 weeks of the trial. We returned all the movies. Then an unauthorized charge appeared on our account causing the account to get overdrawn. Called my bank, which referred me to netflix. The customer service rep at Netflix refused to give me his name other than James or any reference ID for himself. He was rude and unhelpful. Neflix claimed that we did not return one of the movies so they charged us for it. WE RETURNED ALL THE MOVIES! THey refunded the charges, but refused to reimburse us for the overdraft fees they caused. Bank says it is Netflix fault so they will not reverse the charges. What a scam!
Susan of Kenwood CA (06/24/07)
When I receive damaged disks - which happens more and more frequently - I can't find any consumer complaint department or 'customer service' contact listed anywhere. It's very frustrating to sit down to enjoy a movie and have it and the evening be wrecked. Not to mention the cost and lost time on the contract. At this point I just want to cancel.
Siavosh of San Francisco CA (04/16/07)
DVD received, The Big Sleep. Numbers 32913; 01-132948663 is badly cracked and unable to play.
Cynthia of Carlisle PA (04/02/07)
I tried to cancel my membership online, but every time I complete and send the cancellation page, I get an error message. Sending an email to customer service results in the same error message. There is no phone # that I can find on the web site.
The only recourse I have is to cancel my debit card, which I find to be a great inconvenience, or continue to pay for a service that I don't want, which is unacceptable.
Sandy of Spring Green, WI (01/13/07)
Netflix's replacement process, help center and customer-agent services are completely screwd up. After repeatedly beging sent replacement DVDs that do not play, we finally "marked" a return. Guess what, the next replacement DVD was the same one we had just returned, bearing the same mark.
Our notes with returned DVDs are ignored. There is no way to specify this problem to the help center. Customer agents do not answer the phone after five-minute waits. What could be more ridiculous than returning the same damaged DVD to the same customer over and over again? Blockbuster, here we come.
Marylin of Napoleon, OH (10/21/06)
I usually had good turn around time from Netflix, about a week, but then I received a return envelope pre-addressed to San Jose, California instead of Cleveland (we live in Ohio). I mailed back the movie on a Sunday and received word from them that they received it on the following Friday. At this rate it would be a 2 week turn around - not too economical for us, but from what I understand that is their intent.
Also, when you receive a damaged disc, they send out another disc only after receiving the damaged one back - no credit for the time involved in reshipping both ways.
It's Impossible to find a number to call, not possible on their website.
Jerry of Oakland CA (08/25/06)
I wish to add my name to the chorus of people complaining about the practice of 'throttling' by Netflix. I have been a subscriber for over two years. Until the last month or so their deliver times and routine were very efficient and consistent. On the day a DVD was returned, a new one was shipped out. I would almost invariably receive a new DVD the next day. I was very pleased with the service. That practice has changed. There is now a clear pattern of delay which I do not think is attributable to the postal service. DVDs are not being shipped out on the same day as the return as in the past but 1-2 days later.
After reviewing some of the web sites which have chronicled this practice of 'throttling' I checked my rental rate for the last couple months as I have read that the purported trigger rate for 'throttling' is the rental of 9 DVDs per month. During the months of June and July I rented 11 and 14 films respectively.
The consequence is that I have received less than the service of 'rent all the DVDs you' want and 'your new DVD will be arrive the next day' which they falsely advertise and continue to do so despite court cases.
David of Elk Grove CA (08/23/06)
For the past several months I have been receiving DVD's from NetFlix that frequently pause and even stop during play to the point where I either have to skip back and fast forward past the trouble spot or even turn my DVD player off and back on again. Even then, it sometimes doesn't even recognize the DVD in the tray. I know that this is a NetFlix issue as I have no problems whatsoever when I put in a disk that I bought. I think they went cheeeeeeeap on the DVD quality to save money!!!
We now wait to see when the movie is going to be interrupted every time we put in a NetFlix movie and watching it in it's entirety now takes a lot longer with built in commercial breaks during the movie.
Patricia of Oak Park IL (05/20/06)
I subscribed by paying a fixed monthly fee for two DVDs at a time, but I am only getting one at a time. I have complained numerous times to no avail. I return them promptly, but have heard the company is noted for slowing down the films if one rents too often. I am being ripped off. All the neighborhood video stores have closed. What does one do to get good and prompt service anymore? As I told Netflix, if I did my job as poorly as they do theirs, I'd be booted out in a minute. Thanks. Patricia Olderr
I am paying for a service that I am not receiving in full.
Kevin of Boston, MA (04/11/06)
I cancelled my subscription to Netflix the end of Jan. but they continue to take fees out of my account. My bank said the only way to stop them is to close my account and open up another one. That would cause me financial distress because my military retirement is direct deposit and that would take approx. 2 months to catch up with the change.
Emily of Monroe NY (04/05/06)
As a member of Netflix, I can have up to three DVDs at one time. However, I have been experiencing a delay in the receipt of my DVDs. I am not getting my money's worth and believe that NETFLIX is deliberately delaying shipment of DVDs. On Tuesday, April 4th, 2006, Netflix received two DVDs which I returned. They shipped out one DVD and I will have to wait ONE WEEK for the other DVD to be shipped out. There is no reason why I should wait over ONE WEEK for another DVD when I have over 270 selections of DVDs on my queue. A DVD that is readily available should have been shipped.
I should have 3 DVDs at one time. I will have to wait more than a week to receive a third DVD. I am not getting my money's worth!
Michael of Edinburg IL (03/28/06)
Netflix sends out damaged DVDs, the wrong DVDs and "sits" on incoming rentals, if your turn-around is too fast for their taste. Their interactive web site makes it so the real problem situations cannot be described, ("That can't happen!), so their false claims of good service can be "backed up" with biased data. I've been waiting for weeks for "Jarhead" and the status is still "long wait". I've had it on my queue since before it's theatrical release. Could that many customers have beat me to it? I also had "Crash" on my list, long before the Oscars.
After the Oscars, it went from 3-5 days to "long wait". Now, in the past couple weeks, I've been getting junk like "Canonball" a 1976 David Carradine movie, that I didn't order, in lieu of a late relase. So, I'm done... I cancelled.
Bonnie of Reston VA (03/25/06)
I joined Netflix in December of '05. Tried the service for 2 months and found that I didn't use it enough to justify being a member, so in February I cancelled my membership. I had a dvd that I returned a couples days after I cancelled my membership, which was alright with them if I returned it within 5 days after I cancelled my membership, which I did, but they claim they have never received it and have charged me $21 for the movie.
I contacted my post office and my postal carrier and he said he picked it up from my box and back to the post office. Now there is a chance it may have "gotten lost" in the mail, but after during some research on Netflix I have found very similiar complaints of being charged for "lost" dvds.
Rw of Fremont CA (03/22/06)
They systematically and intentionally degrade service for long-time customers. And, unfortunately, customer service directly lies about it. When I was new, turn-around times were great. Over the last few months, my wait times have grown very long, into the order of months.
The last straw was requesting the new Harry Potter and Pride and Prejudice. I added them to the top of my queue, and was told the status was a "Short wait" (meaning less than 2 weeks). The next day they had magically become "Very Long Waits" (meaning up to 4 months). I wrote, asking what had happened. After rejecting two automated replies that didn't answer my question, I received one that said they had no way of accurately estimating their wait times, and every customer dealt with the same waits.
However, my friend joined to see what would happen. She ordered the same two movies, was told they were available immediately and received them two days later. Meanwhile, my queue still showed them as very long waits. And, to date, Netflix has not replied directly to my e-mails asking for a clear explanation.
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