What to Do If Redbox Gives You the Wrong Movie

If Redbox gives you the wrong movie, what do you do? Redbox offers automated movie rentals at kiosks in numerous locations. Some people may fear that lack of on-site staff means poor customer service in case of a problem.

In a couple years of using Redbox for movie rentals, I have only encountered a problem once, and their customer service staff handled it beautifully. My problem? Getting the wrong movie.

Getting the Wrong Movie

A few months ago, I selected one movie, but the machine vended a different one. I didn't realize until I got home that I had the wrong movie, and I wasn't prepared to go back out that same evening. The next day, I returned that wrong movie to the Redbox kiosk.

Solving the Problem of the Wrong Movie

I also promptly sent an e-mail to their customer service staff. I explained the situation and asked for a refund or a promotional code for a free rental, since I paid for something I didn't receive. A member of the Redbox customer service team responded promptly and asked for a few additional details, which I mined from my e-mail receipt. I imagine they could have looked up those details with my card number, too, if I had not signed up for the receipt service.

It took us an additional couple exchanges to work out the problem of the wrong movie, because my husband and I share a credit account. Both cards have the same number but different names. I couldn't remember which card we'd used, but their system made a distinction between the cards. However, we straightened everything out within just a few days.

Redbox offered me a promotional code good for one free night's rental. I still had to swipe my card for tracking purposes when I used the promotional code, but the code worked fine, and I was not charged. We were able to see the movie we had originally tried to rent.

Interacting with Redbox Customer Service

The Redbox customer service staff answered all my questions promptly. And they were polite and helpful at each turn.

Their company offers movie rentals at the lowest prices I can find. Their customer service handled my problem quickly and efficiently. They send me receipts and return confirmations by e-mail, but they don't flood my inbox with advertising, newsletters, or any other irritating junk messages. As a result, I have been thoroughly satisfied with my Redbox experience.

I have continued to rent movies from their kiosks since the time the machine vended the wrong movie. I do check the titles on the DVDs now, though, before I walk away.

At the moment, you'll still need video stores if you want to rent video games or find older movies. Redbox only offers a limited selection, usually of newer movies. But all in all, they offer great service at an exceptionally low price.

Note: I am not receiving any compensation from the company to promote their services. I was just so impressed with their customer service that I wanted to let others know.