Last month I rented from a kiosk near my home. I rented two movies, which I returned the following night. The first DVD I returned came back as successfully returned. When I attempted to return the second, I noticed the case was emptied. I soon realized I had put one disc on top of the other. Realizing my mistake, I contacted red box 15 minutes after the incident to report what had happen. I was assured that since it stated it had been successfully returned it would show up in the database soon. The rep asked me to wait a while because their network was slow. She stated that once it shows up they can place a stop on the disc. Unfortunately, it never showed up. I called back and was told that when the techs go out they will check the box. I never heard back, but today I have a $50.88 charge to my card.
I called red box again and after conversing with another rep, she said the only thing they could do is cut the fee in half. This was because the DVD's were never recovered. I accepted it realizing it was the best they would offer. I enjoyed and thought that offered an excellent product. However, I know realize that $1 rentals are too good to be true.
The issue is in the whole process. Due to the fact that this is a kiosk, I expect that it will make mistakes occasionally. However, if you let them tell it their system is infallible. Essentially, my word is worthless because I have no proof of the return. The only receipt given is via email. Also, I must rely on a tech to have integrity to return a DVD back to the kiosk if it fell to the bottom.
I have been renting from for over a year without ever losing a DVD. So, there is no pattern to go by. The fact that they gave me half my money back lets me know that this type of issue happens frequently. I regret that I will not return to the service because I did like the price and convenience. However, it comes with a price. I was a good customer who returned all my movies. Although on demand is more money, I know I know I am getting ripped off up front.
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