Lovefilm Woe..

Just hoping someone can clear up where I stand with Lovefilm..

A couple of weeks ago I returned a game in the post to them but a week later my rental list hadn't updated to say they'd received the disc. I emailed them and they replied by asking when and where I posted it from and from what postbox. They then told me to use another postbox. On the same day my rental list was refreshed with a new title replacing the missing game, which I thought at first was great customer service.

But..

I've not had an email to say they've had the missing game back and as it's not on my list I can't check it. I'm thinking of dropping the service, due to a drop in quality and frequency since the end of my trial (no doubt helped by those lazy postmen) What I want to know is whether in their eyes i'm responsible for the missing disc and whether they'll try and make me pay for it?

The same thing happened but in reverse only a few weeks before when a disc took 2 weeks to arrive. I reported it missing during that time and got a rather unfriendly automated response which came close to implying guilt on my part.

Any advice? Any other dissatisfied Lovefilm customers?

Always been good for me. But i've not had anything go missing at either end. I can see why they may be suspicious

I found it pretty smooth to be fair but a bit pricey after the 3 month trial. I'm with blockbuster now. Good too.

Chickenwings147 wrote:Always been good for me. But i've not had anything go missing at either end. I can see why they may be suspicious

Yeah, I can understand too but my experience with other online retailers has always been really positive. HMV and Play have simply sent another copy after reporting something missing. This probably sounds quite dodgy on my part , I guess I should just make the break and concede that Royal Mail is rife with criminals.

JiggerJay wrote:

Chickenwings147 wrote:Always been good for me. But i've not had anything go missing at either end. I can see why they may be suspicious

hamm sandwich wrote:Just hoping someone can clear up where I stand with Lovefilm..

A couple of weeks ago I returned a game in the post to them but a week later my rental list hadn't updated to say they'd received the disc. I emailed them and they replied by asking when and where I posted it from and from what postbox. They then told me to use another postbox. On the same day my rental list was refreshed with a new title replacing the missing game, which I thought at first was great customer service.

But..

I've not had an email to say they've had the missing game back and as it's not on my list I can't check it. I'm thinking of dropping the service, due to a drop in quality and frequency since the end of my trial (no doubt helped by those lazy postmen) What I want to know is whether in their eyes i'm responsible for the missing disc and whether they'll try and make me pay for it?

The same thing happened but in reverse only a few weeks before when a disc took 2 weeks to arrive. I reported it missing during that time and got a rather unfriendly automated response which came close to implying guilt on my part.

Any advice? Any other dissatisfied Lovefilm customers?

I've had a few things go missing in the post over the years. If it goes missing on its way to you they will send you out a form to fill in with the post office. If you don't fill it in and send it back they will bill you.

However if it goes missing on its way to them they don't send you anything out or bill you. All they want to know is where it was posted from.

hamm sandwich wrote:Yeah, I can understand too but my experience with other online retailers has always been really positive. HMV and Play have simply sent another copy after reporting something missing. This probably sounds quite dodgy on my part , I guess I should just make the break and concede that Royal Mail is rife with criminals.

I take that as an insult as I use to work for Royal mail, and that you are a gooner.

It is possible that it has just gone awol in the post but if it is the area postmen then they will probabily already know this due to someone else losing a dvd, try contacting royal mail and say mail has gone missing?

I stole a few games from them, Just said they got lost in the post. Their customer service was always very good, and they never blamed me.

OnlyShallow wrote:

hamm sandwich wrote:Just hoping someone can clear up where I stand with Lovefilm..

A couple of weeks ago I returned a game in the post to them but a week later my rental list hadn't updated to say they'd received the disc. I emailed them and they replied by asking when and where I posted it from and from what postbox. They then told me to use another postbox. On the same day my rental list was refreshed with a new title replacing the missing game, which I thought at first was great customer service.

But..

I've not had an email to say they've had the missing game back and as it's not on my list I can't check it. I'm thinking of dropping the service, due to a drop in quality and frequency since the end of my trial (no doubt helped by those lazy postmen) What I want to know is whether in their eyes i'm responsible for the missing disc and whether they'll try and make me pay for it?

The same thing happened but in reverse only a few weeks before when a disc took 2 weeks to arrive. I reported it missing during that time and got a rather unfriendly automated response which came close to implying guilt on my part.

Any advice? Any other dissatisfied Lovefilm customers?

I've had a few things go missing in the post over the years. If it goes missing on its way to you they will send you out a form to fill in with the post office. If you don't fill it in and send it back they will bill you.

However if it goes missing on its way to them they don't send you anything out or bill you. All they want to know is where it was posted from.

Thanks dude. Think I might stick with them for now. Oh, and I guess I was misdirecting my frustration by suggestion Royal Mail was full of criminals. Public opinion's pretty low just now though.