Page 1 of Appalling LOVEFiLM service

How does this company stay in business with such terrible service? Service, turnaround and response drops off a cliff after the end of the trial period.

LOVEFiLM also run partner sites and I tried both LOVEFiLM and Sainsburys DVD rental. It was an abysmally bad experience in both cases.

I paid for the 3x DVD service from Sainsbury`s DVD Rental service and after the first 2 weeks it became a joke. They turned around approximately 1x DVD a week, which is just unacceptable.

Here was their response:
"We appreciate that you may not be happy with the service we provide but this is the way that we run our company"!!!!!!

I have read this problem from other users too on review sites but read it too late.

Appalling - I will cancel before the next renewal and advise anyone considering them to avoid avoid avoid. However, there are many reviewers who complain of billing after cancellation too.

I have got on really well with Sainsbury`s service. Perhaps I`m asking for stuff that`s not very popular!!

I`m probably averaging 5-6 DVDs per week.

Had a couple of problems but called them up & it was sorted straightaway - even got 2 weeks free for the inconvenience.

Cheers

Si



Our Collection (including the ones that belong to the kids!)

`I have something to say. It`s better to burn out than to fade away.`

This item was edited on Friday, 27th May 2005, 00:22

You seem to be in the minority, if you receive good service after expiry of the trial period. Hope that it continues for you as a member of that dwindling vocal minority to support them after the trial period.

Many reviewers have found that the real trials begin after a month, when they expect to see 3-4 movies a week and reality hits. Then the `customer service` [sic] experience kicks in too and its all downhill.

Things may improve, as so many people like myself get fed up and cancel their subscription. ;-o)

LoveFilm are totally and uttler sh*t. It`s the only honest way to sum up their service. When I was on the trial, the postal service lost a disc. I e-mailed them and they made me wait 7 days. After that time, they said I had to fill in forms before they sent me any more discs... that took another 7 days to arrive. The fact that they don`t even provide a phone number (well, they never used to) shows how arrogant they are. Dvds365 were much better and they have a phone number. WHSmith`s service is provided by LoveFilm but, they give you and 0800 number. In any case, I found a local store (yes.. real shop) that gives me unlimited game and film rentals for £12 per month! 3 at a time and I can change them as many times as I wanted... even rent 3 in the morning and swap them in the evening. That`s much better + I get to pick exactly what I want.

Have to say they are now bloody awful. My contract is for them to supply 3 dvds at a time . Lucky if I receive 2 once every couple of weeks!!!. I have over 30 items in my queue. Surely they must realise we`re all going to leave in droves or is that what they want as they are now so over subscribed!!!!!

LOVEFiLM used to be really good. I am interested in a wide range of types of DVD: recent feature films, classic old films, motor sport history, different types of music and quite a lot of foreign language films to help me with learning French. LOVEFiLM has such a big library that they cater for all my diverse interests. I particularly liked my LOVEFiLM arrangement where I could have two discs at a time for as long or as short a time as I liked. In the good old days, I regularly used to have about ten a month.
In the last couple of months though, they have been totally ignoring my top choices. None of my top five is in the top ten of their chart, yet they still can`t supply them. When I ask whether it is just a blip following their relocation, they just trot out the same message explaining their allocation policy. I have a feeling they are trying to get rid of me because the way I try to use them to the full is not good business for them.

Leave them is, however, what I am going to have to do, but I want to go to another supplier who offers the same sort of choice that LOVEFiLM did when they were good. Can anyone offer any recommendations for a mail order rental supplier which gives the sort of choice I am looking for?

Has anyone out there got any experience of the Amazon rental service for example?