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I have been a consistent Redbox customer for quite some time. My wife and I rented the movie The Shallows on Sept. 30 around 7pm at a Redbox at a 7/11 Gas Station. We watched the movie that night and returned the movie the next day, Oct. 1, at 3:50pm at a Redbox at a Circle K Gas Station on our way to an event that started at 4pm. A few days later I noticed I was charged $6.52 from Redbox. That night, I contacted their customer service via their online chat. In past experiences, their customer service has always been great and quick to rectify the problem.

This time was completely different. The representative kept on claiming that I returned the movie on Oct. 3 and thus should be charged for 3 nights rental. He then said that he would refund me one night's rental charge ($2.17), but would not refund me for the other night! He then gave me a phone number to call and ended the chat before I finished talking with him.

The next day I called their customer service number. As other reviews have noted, you are now transferred to representatives with heavy accents that are difficult to understand. The first representative I talked to just kept on repeating that I returned the movie on Oct. 3, and then said there was nothing she could do because the previous representative already issued me a refund, and thus the issue was resolved. I asked to speak to a manager, was put on hold for a while, and then the lady picked up the phone and ended the call.

I called back immediately and talked with another representative, who I could barely understand, who just repeated the same things again (I had the DVD for 3 days, she can't refund me because I already had a refund, etc.). I asked to speak to a manager again, and she told me that all of the managers were in a manager-only meeting, so I couldn't talk to one of them!

I have honestly never experienced a worse customer service experience before. All three of the representatives I talked to were rude, short and not helpful in the least bit. I will surely never do business with Redbox, and I recommend you do the same.

Reason of review: Poor customer service.

Monetary Loss: $2.

Preferred solution: Full refund.

Redbox Cons: Customer service.

Location: Phoenix, Arizona

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Machele Imf

Time to either stream with Netflix for $8.99 a month or get the DVDs from them for something like $13 a month.

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