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 liked Redbox... until they decided to say I did not return a movie... which i know I did and they charged me $25.44. I have had so much difficulty returning movies to their kiosks. but ultimately, I want to knwo why I was never notified before that I supposively did not return this movie. I wouldn't care if i had the movie because it costs nearly $20 for a DVD... I emailed my complaint, and someone answered and ask me a series of questions about what their kiosk said. I wrote back explaining how i continuously have trouble returning movies (their screens freeze or their full so you cant put a movie in), but no one has responded back. I told them to look at my rental history, i've always returned my movies the very next day. It's total BS and if they don't return my money then I'm done.
I'd like to know how they expect us to prove that their machine malfunctioned.

I had rented several times from Redbox, mostly without error. Its a good 25% chance, however, (In my experience), that one will receive a non-functional DVD.
I had just paid for these rentals not wanting to hassle with their (or what they call their) "Customer Service".

No longer. I rented once again..sigh, and it was a non-functional DVD.

I emailed customer service and asked them what I should do with this DVD as I did not want to return it to the machine for another unlucky customer to retrieve and then be charged..
They told me to return it and that I would be refunded.

No later than 2 days after I a) attempted to return the dvd to its source. (It was broken) b) had to find another redbox in my city to return it c)returned the dvd, I was charged 9.08, 1.08, and an additional 10.08...so, 20.16$ to rent a broken DVD.

Redbox states they will now not refund my money. I suggest everyone take the additional step to file a complaint with BBB. There are more than enough people here to file a classaction against Redbox. You won't be paid out much I am sure, but atleast it will finally give the proper image of this company.

I am so frustrated, I hope people read these boards and do not rent from Redbox.

I received an e-mail on 12/23/09 stating that I had rented three movies in Phoenix AZ totaling $3.25. I do not live in Phoenix and I have never been to Phoenix. I sent it to RedBox right away saying that this was a fraudulent transaction. I heard back after Christmas 12/30/09 asking if my account had been charged as well because sometimes the e-mail just gets sent to the wrong place. My account had been charged so I contacted my bank to report it as well as give me a new card. I e-mailed Red Box to let them know that my account had been charged and what they are able to do to get this resolved. I received no response. I e-mailed again and finally heard a response today 1/15/10 saying that I had to fax them paperwork that I had to report this to the local authorities and the cancelled card. For 3.25 I'm going to go to the local authorities??!! And then they e-mail me saying that they did not receive the movies back and proceed to ask me the following five questions:

1)Did you have any problems when you returned the DVD?
2) When did you return the DVD and to what location?
3) What did the machine tell you when you returned the DVD?
4) Did you have to try more than once to return the DVD before the machine accepted it?
5) Did the screen confirm the DVD was returned successful?

HELLO!!! I'm e-mailing you because this was fraudulent and I did not rent these movies. So clearly, if I didn't rent them, how could i have attempted to return them. It's too bad because I have been a huge advocate for Redbox and had they handled this situation in a more professional and helpful manner, then I would still be a loyal customer.

I rented a movie from Redbox. Turned it in on November 26 2009. Redbox provided me a receipt for turning it in on Dec 4, 2009. Spent 25 Minutes on the phone mostly waiting for a Redbox customer service rep. They are refunding my money which I have to wait around 6 days for. On top of that Redbox says that they cannot provide any kind of retribution for spending all that time waiting on them.

The customer service rep said that sometime the movies don't check in and they fall to the bottom. In which case you should call them immediately. Not everyone has 25 minutes to spare.

Simply dont use Redbox.

Poor customer service is what I call it.