Redbox Customer Service

User Reviews, Ratings and Comments

Redbox customer service is ranked #254 out of the 1023 companies that have a CustomerServiceScoreboard.com rating with an overall score of 43.14 out of a possible 200 based upon 427 ratings. This score rates Redbox customer service and customer support as Disappointing.

NEGATIVE Comments

376 Negative Comments out of 427 Total Comments is 88.06%.

POSITIVE Comments

51 Positive Comments out of 427 Total Comments is 11.94%.

Issue Resolution

Reachability

Cancellation

Friendliness

Product Knowledge

Disappointing Overall Customer Service Rating

  • Redbox

    Customer Service Scoreboard

    • 43.14 Overall Rating
      (out of 200 possible)
    • 376 negative comments (88.06%)
    • 51 positive comments (11.94%)
    • 2 employee comments
    • Attribute Ratings
      (out of 10 possible)
    • 2.5 Issue Resolution
    • 3.7 Reachability
    • 2.6 Cancellation
    • 3.6 Friendliness
    • 3.2 Product Knowledge

Add your review!

Posted by No customer svc only email


Redbox no longer has customer service only email they do not respond until a week or so later even if you're a customer for 7 years with no issues ever until you rent two videos one which was stolen out of your car the day it was due back so no late charges however they will charge you $44 even if you immediately contact them after it's stolen and offered to buy the video

Posted by Anonymous


I bought the movie Beloved last year. I goes to my library because I wanted to watch it now it's saying my library is empty. You can't even contact customer service. I will never purchase or rent from them again. I wish I can delete their app from my TV. I will not recommend anyone to deal with them. They're CROOKS!!!!

Posted by Najo


I have 24 prepaid movie plan. I reserved a movie at home went to kiosk to retrieve the machine had an issue and error code, I was unable to retrieve the movie and my prepaid movie was not credited back to my account. Sent multiple emails with no response. I will only be renting at the kiosk to used up my remaining prepaid movies but going forward I will NOT rent or stream in the future from REDBOX.

Posted by Gary


I had a redbox kiosk take a DVD return at an unusually high speed, one I've never seen before. The kiosk never gave me credit for the return and after 3 attempts emailing customer service, I have yet to hear back. I've tried calling and they are currently not accepting calls...very frustrating!

Posted by FookYoo


We have a redbox in our town. It's sitting out in the elements of rain and snow and high heat at our local DG store. I have no idea why they keep it like that. No one can actually rent from it because it's always broken down. You cannot read the screen because it's black now, and before that, the sun is directly on the screen making it hard to read, so they put a redbox cover over the screen which makes it hard to even use the screen. Why not put it inside out local store in town or inside the DG store where it's not sitting out in the rain and snow all year around. They could easily put a box around it with a door like a phonebooth so rain and snow isn't getting on it all the time. This company imo has become a joke. They have zero common sense when it comes to placing a redbox machine inside or outside a store. They all need to be inside so they are not in the rain or snow. -Alyssa

Posted by Jeannine


Suggestions:

Please make it possible to use points for streaming not just kiosk rentals, then I might actually use my points.

Also, your free viewing options have so many commercials that it's not even worth watching with all the interruptions. I didn't time it but I should have, felt like we had to watch a ton of commercials for every 5 minutes of viewing time. Won't be using free viewing anytime soon unless that is adjusted.

Thanks for your time.

Posted by Anonymous


I guess now that they do not have so many customers. they are just stealing from people. I rented 2 movies and returned both next day. They charged me $38, I called and they told me they didn't have my disc and does it. No investigation. No checking inventory; they just stole the money from me. I have been a customer for more than 10 years. So BE CAREFUL THEY WILL STIL YOUR MONEY!!!

Posted by Anonymous


I just to say back when Redbox started out they would if you had a problem they would give you with NO issues a promo code to get another movie.
Last night I rented a movie from the Redbox inside a Walmart in gun barrel city Texas and the movie would not red on my DVD player . Remind you that I've been renting movies about once a week and have not had any problems. And every time I go to the Redbox it asks me if I want to continue as a guest and I click that button and I'm able to rent my movie with NO problem. And I'm able ti tap my card against the pay station with NO problems.

So today I spent on 2 phone calls over 45 minutes and the second call had a supervisor involved with the call and that wasn't any help at all. All I needed was a promo code or a reversed charge for the movie that did not play at ALL !
And they wanted me to sign up for the Redbox account and I told them it asks if you want to proceed AS a guest. And I do so that is what I tap. So with doing that why can't they help a guest or a account holder with the issue that they are having!!!! Either way they got our money and I didn't get to watch the movie nor got compensated for the fee that was charged to my account!?!?!?

So after this movie I rent the day after this happened but at my Normal location I don't think I will be using ANY OF THERE STUUF AGAIN .
And I've used them over the years since they first came out !!!!!!
It's SAD that they have got to BIG for there britches and for got how to take care of the people that helped them get to where they are today !!
I highly doubt that ANYONE will reach out to anyone to fix this problem from happening again .

They shouldn't have the option to ask for help with an issue you have because in the long run they don't want to help at ALL just TAKE and make money !!! NOT FARE TO ANY OF US !!!

Remember that the people that are answering the phones and trying to help are customers too and that's how you are going to treat yourself's !!!!!!!?????

THINK ABOUT IT!!!!!!!!!

Posted by Anonymous


My family and I constantly use Redbox. I just rented the movie Doctor strange multiverse. I watched the movie to the point where it became inappropriate for my family. Where the girl on the show was talking about her two mothers. I have no issue with how people live their lives. I do have an issue what my family is exposed to. With no hesitation I shut the movie off. I believe in a neutral way the movie industry and Redbox should be labeling these movies. If I knew this movie would have had this dialogue I would have passed on to the next movie. Too late now money is already spent. I will also be reaching out to the maker of the movie too. Thanks

Posted by Set


I bought a used DVD from one of their kiosks for $4.99 and ended up getting charged $34.07. Customer service refused to listen to my explanation and refused to believe that there equipment made a mistake.

Posted by Idk


I am completely unsatisfied for how much they charged me for 2 movies , never renting a movie again

Posted by Lmh


I was spoken to as if I had no intelligence by the first customer service representative and was completely inconvenienced by the process in which redbox operates to provide a refund of both funds and promotions and points when DVDs are not dispensed. When I asked for an additional free movie night for the trouble I had been put through I was ignored. So now not only do I go home to disappoint my children but my card still has a hold on it, I have to wait to see if my free movie Night will even be refunded but I received piss poor customer service. I have had issues with redbox before but had received exemplary customer support at the time, although that was a couple years ago when their customer service was based out of the U.S. but now you can barely understand what any representative is saying making it even more difficult which makes me feel bad for that representative as it is not their fault, they need to make a living too. So all in all, redbox has become an absolute joke in regards to its customer service.

Posted by JL13


Trying To Rent New Releases On Tuesday In Bay Area California And The Online Shows 1 Redbox For My Entire City Across Town.... This Has Been Going On For At Least A Month That Ive Noticed. Fremont, Ca. Has Many But The Advertise New Movies But Can Not Find Them At Kiosks Or Reserve Online Near Me In My City. Only 1 Kiosk. Called Complained, But They Reply Thanks For Feedback With No Resolution.

Posted by Nohomo


Went to rent what i thought was a family movie, since it was under the Family genre...I can tell you The Mitchell's vs the machine Is Not Anywhere near a family movie & NO CHILDREN SHOULD EVER SEE IT- GROOMING RUMORS ARE TRUE! ITS A HOMO MOVIE disguised as a child's cartoon- SICK SICK SICK - 10 minutes in little girl says she never fit in, then you notice all the rainbows. SHOULDNT BE LABELED AS FAMILY- SHOULDNT EVEN BE IN THE BOX! DISGUSTING AND SHAME ON YOU RED BOX FOR ALLOWING SUCH GARBAGE TO BE GEARED TOWARDS THE YOUTH!

Posted by Anonymous


Would have enjoyed a free movie, but wasn't a functioning kiosk in town...Alamosa, CO.

Posted by Kelli6528


Redbox gave us the wrong movie. We returned it the next day. And now they are charging us $35 they won't refund because they said we didn't return it.

Posted by Timmster21


I'm done with Redbox they are always stealing my perk points that I purchased thru them they have stolen approximately 80,000 pts from me enough us enough crooks

Posted by Anonymous


I returned a movie and now you guys are charging me for it every single day this is ridiculous Better Business Bureau said there's a problem with your machines that aren't scanning the movies that are in there I do not have this movie someone needs to get back to me this is wrong and it's fraud

Posted by Richard


Why are newer movies not being stocked? I understand Disney has rules about their movies, but two Universal movies, The 355, and House of Gucci never appeared on release day dispite emails saying they were "available now". Discout codes are worthless if there's nothing to rent.

Posted by The News of the Day with Tom Han


I rented News of the Day for our News Years Celebration. It would not run. It would not load. It was terribly disappointing. I hope it doesn't happen again or I'll give up Redbox. Betty Jo

Posted by Jim


I like that you have free movies, but I will never watch one again. I'm watching Regression and It has to be the stupidest thing I've seen in awhile. And I understand the need for advertising but showing the same commercials 10 times is outrageous. Who ever thought this up should be fired. WOW

Posted by Anonymous


It would be considerably more helpful when evaluating a film for rental, if under 'more details' there was a content description similar to 'common sense media's' description. Especially detailing language usage, sexual content, and excessive violence.

Posted by Anonymous


I will never f****** rent another movie from your stupid Redbox because I am tired of getting f***** out of my money by not being able to watch a video because of some f****** passcode f*** you you just lost a customer

Posted by PWilly


On Demand app:
Why is their app so far behind....

1) Please allow a separate access code to be typed in so children can't rent whatever they want, whenever. Otherwise, parents have to log out and log back in again. Do you know how annoying it is to type in your full email address and password on your TV with the remote instead of just a 4 digit pin?

2) Please allow an option to choose payment method on the app. Otherwise you have to log into redbox on their site and change your primary method of payment each time.

3) Customer service on the phone was frustrating and slow. Just to inquire about a charge and which card was used took much longer than it should have.

Rebox is going public? Please...they aren't ready when basic app functions aren't available. Renting physical DVDs might still be a things but on demand is what people want the most.

Posted by Nobody


Red Box has really gone down we rented 2 movies and neither one of them worked . Tried calling them 1st time they hung up on my son's, this is such a pain in the butt just to get your money back .never got to talk to anyone. Will never rent from them again .

Add your review!

Posted by Anonymous


My husband and I rent prob about 3 movies a week on demand we never rent from the kiosk nor will we ever we have purchased about 10+ movies it annoys me that I get nothing for my loyalty offering me a free movie from the kiosk save it we won't use it after so many points or movies I should be offered a free on demand movie every blue moon it doesn't cost u anything do u want to loose us to vudu

Posted by D.g


I've been a customer for years. Never had to many problems. But I have tried to reach out a number of times for the same issues, 1 is a movie I would like to be made available for purchase on dvd. "Bad times at the el royale" it's old. Why cant I buy it but I can buy everything else new coming out? Also. A few times I've saved points to use for a free movie and bam it wont allow me to use them. Reguardless of how new it is it should work period. And maybe lower on demand prices. And you would definitely get more sales there. Sincerely a concerned legend customer. Btw this is the 4th or 5th time I've reached out about these issues. I have screen shots. Can we make some advancements?

Posted by Anonymous


I have been trying to resolve a payment charges for a DVD that was returned I have been hung up on several times and when being transferred to a supervisor i get hung up on. Any ideas how I can get resolution?

Posted by Red box queen


Just cleared up a refund with customer service , Evidently when you receive a refund it is just removed as a charge to your card. (DID NOT KNOW THAT, BUT JUST FOUND OUT) The representative let me rant about a charge where I did not receive my movies from the box three months ago. Well low and behold I was expecting my account to show money back into my account, But the next week it was just removed. So if you are ever in a situation similar to this , check your bank statement frequently/

Posted by macnit


Customer Service perfect. I have a suggestion if you can transfer this to the correct dept.
Online you have "Genre" filters, and etc how about a filter on ratings of movies and games.
IE: I had a party that we watched a couple of terrible movies...etc. It would have bee 30 minutes faster if there was a filter. We can search for 4-star movie or 2-star movies.
I think that would be awesome. What do you say?
30052, Loganville, GA mac

Posted by Anonymous


I received an email that I was charged for a dvd that had not been returned, which I was positive I did return. The woman asked if I had received an email saying I had returned it, and asked which redbox I had returned it to, then put me on hold for awhile. She came back and said the machines are audited daily, and that the dvd had not been returned to the redbox I mentioned. I asked if she could check a different redbox location, because I was sure I returned it, and she said instead she would issue a refund for the lost dvd charge, but to make sure I looked for the emails that say the dvd has been returned in the future. I have rented many redbox movies, and this is the first time I needed to call with an issue. I was more than happy with how this was resolved, and I'll continue to rent redbox movies in the future. Thanks redbox!

Posted by Anonymous


I live in Newport, Oregon. Was impressed with your location at the McDonalds here. I have been a fan for years. This is a big tourist town with many RV parks that locals and out of towner's live in due to housing issues here. The one I live at is "Harbor Village". Have you ever considered putting one in here or even other RV parks?

Posted by Anonymous


Have used Redbox customer service on two occasions. Other than my feelings about foreign-based customer service, rather than being in the United States comma outstanding customer service. Good experience

Posted by wakeup40


Just wanted to let you know. I was having trouble getting a rental when one of your reps. happen to be at the store ( PUBLIX HAMMOCK LANDING FL. ) He was very helpful and left me with a card for a free movie for my trouble. This is why I choose Red Box over other companies. His name was James Glover and hope you will take the time to thank him for a job well done. He is a credit to your company. Thank you Ms. Dolores Whiteford a loyal customer

Posted by Anonymous


If you keep a disc for additional nights and pay full rental for each night then each night should count as a rental. Each rental should count toward the ten qualifier for a free night. The logic that the disc has to be returned and re-rented in order for it to count defies any and all reason. I am stopping Red Box rentals until you change this policy. It's been fun however I'm all about doing the right thing. We pay full rental for each night. We deserve full credit, for that billing, toward the free movie night.

Posted by Anonymous


I like redbox but I am becomin very dissapointed. I continuously get scratched rentals..i so ended up paying $30for a syfy movie that my boys lost..hello I could've used that money for a new release from walmart..crazy. but I'm tired of the scratched disk on every other rentals..I have a hard time reaching some one..but I'll keep trying I loose ovet $100or more every year in scratched rentals..bull crap..

Posted by JNRTruckin


Would be nice if redbox would add truck stops Ta,Petro/Pilot,Fling j ect... locations for the over the road drivers.. I am a driver and know I would use the service.

Posted by Anonymous


I was wondering why there are not any red boxes at truck stops ie. Flying J, Pilot, TA, Loves ect. My husband and I are over the road drivers, and think this would definitely be a lucrative idea for your company. This would also bring enjoyment to drivers, whom are rarely at home and do not get the luxury of frequenting one of your convenient movie rental spots. This is a suggestion I would love for you all to take in consideration, thank you

Posted by dont have one


the only question i would like to summit is when we rent movies i wish that your machine would except 1 and 5 dollar bills because i have to always use my debit card and it makes it hard to rent my boyfriend doesnt posses a card and he gives me the cash to put into bank please try and think about my question would make things easier for me and maybe other persons that doesnt have a card to use thank you please review my request

Posted by Liverdancer


Couldn't return a disc (machine was FULL) Got charged for 2 extra days, called up and got 2 credits! That works for me!

Posted by Anonymous


I've had nothing but great customer service!! I have spoken to several customer service reps and they were all super friendly and helpful. My problem was with a movie that would not play and a couple minor glitches that were quickly resolved 😊 No problems with this company or reps!!

Posted by customer8886


Well, recently I was a disappointed customer with Redbox after a year of good service. I had ordered movies at the wrong location and was unaware of their inflexible terms of agreement. I was unable to cancel my order and I wasn't driving an hour and half away to pick up $2.50 worth of movies. It wasn't worth the gas. I called the service line twice and no one would answer my call. Let's just say I was less then pleased with Redbox's service. I was on this website and found an email I could contact because I wanted documented proof of my complaint.

After I emailed my concern in a cordial manner, I received an email in less than 24 hours. The service representative refunded my money and gave me three free movie vouchers for my trouble. I know Redbox has some work to do in terms of improving customer service, but I am satisfied on how they handled my situation. I thought they deserved a good comment.

Posted by Anonymous


I'm from Portland, OR. I've been renting movies from Redbox for years and years. Love the conveniences that Redbox offers to the customers. I rented a movie yesterday on Dec 14th from Redbox. I lost the DVD today and I called Redbox and told them I lost the DVD. The customer service rep. took the info. from me and told me to wait on the phone. The wait lasted about a minute and then the customer service rep. came back on the phone and told me that I have a very good rental history with Redbox so Redbox will take care of it for me. I felt great!! I really appreciate to the fact that Redbox does consider of the good rental history I have had with them and that I have been a long time customer with them. From this, I can see that Redbox values me as a good customer more than the DVD itself. Thank you.

Posted by delightedbox


I emailed redbox regarding a large amount charged to my card for two movies that I knew I still had and wanted to return. I got a human response to my email in 5 minutes and it was past 11pm! They allowed me to return the DVds and get $15 credit a piece if done within 48 hours. Quick responses the whole way through was such an unexpected surprise. Bravo redbox!

Posted by D.Massey


Redbox Company seem to have the best customer services in the world!!! (that in-it-self is no joke..for real)
Redbox customer services, Truly deserve the knowledge & respect that most of them are international customer service that do a very good job.
I THANK-ALL-OF-YOU....

Posted by Token


Hello everyone , this morning I checked my bank account and saw a questionable charge from redbox so I have them a call, the representative was very nice and polite , walked me threw the charges and made sure I fully understand the situation ! The mistake was on my behave but I also had a movie that didn't work and she offered a free movie rental for the unconvince! Thank you redbox !

Posted by redbox and me


Redbox customer service is great. Every time I have had a problem with a movie rental they have fixed the problem within minutes and have gone out of their way to make sure I was satisfied (i.e. a free rental credit for my problems). I will continue to use Redbox for my rental needs.

Posted by Anonymous


I had a DVD that would not play. After following directions provided on the website without success, I contacted customer service who offered two free future rentals.

Posted by Anonymous


I had an issue and the woman I spoke to was very, very helpful! Thank you Redbox

Posted by AFLR


Very close to thw retuning time 9pm, I just have problems returming 2 movies. I went to 2 redbox rentals stations and on both couldn' t return the movies. The 2 statios have some problems on the screen. Inmediately call customer service to report I couln't complete the tansaction. The response was very quick and they gave me a credit for the 2 rentals and offer 3 promo codes to next rentals. Excellent customer service !!

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Posted by Anonymous


I am a former call centre rep for redbox.

Some tips when calling a redbox call centre:

- be nice. The nicer you are, the nicer we'll be. We are on the phone with angry people 8 hours (or more) a day, 5 days (or more) a week. Most reps will be a lot more co-operative with you if you are polite.

- if your dvd isn't working, call before you return it so we can make sure that disc gets taken out of circulation.

- if you can't return your movie because the machine is broken or full, call us that day. That way we can make a note on your account stating it. If you call a week and a half after you tried to return it, we get suspicious...

- If you see mystery 1.00 charges on your account when you use promo codes, just don't call us. It's just a authorization (a hold on the money so we know you are using an active account that at least has enough money on it in case you are a day late or something) We can't reverse it, as it's done by your bank, and we don't know when it will be released back into your account, as that also up to your bank

- Prepayed Visa cards don't work.

- Movies that don't get returned cost 25.00 after 25 days. If you find a movie thats been sitting under your couch for 3 months, don't call us for a refund. That's ridiculous.

- If you're really upset about something, have spoken to a supervisor and are still not satisfied with the resolution, don't call back expecting a different outcome from another person. All calls are logged onto your account and the next person will just tell you the exact same thing.

- If you're really upset, talking to a supervisor and think that there's someone above that supervisor you can talk to - you're wrong. You won't get transferred to anyone else. There IS no one else. A supervisor's boss is aaaallll administration and would probably have no idea what you're talking about. If you want to talk to head office, you won't get the number from us. When we say we don't have a number for them, we aren't lying. The ONLY ways to contact them that we know of are the same ones they give you on the redbox website: E-mail or snailmail. That's it.

I no longer work for redbox, but to make the lives of their customers, their customer service representatives and their supervisors easier just keep this list in mind. Most important thing:

BE NICE!

Posted by hfs


As a former customer service rep for redbox i have to say that 90% of the calls i took were customer related errors. Yes sometimes the machines broke down, and yes sometimes they got full. They are after all just machines. Did i agree with all of redbox policies? No. But neither did i agree to the customers pulling stunts like not taking the movie right away to make the machine think it had made an error so they get the movie for free. It doesnt pay people, we can tell and u WILL be charged. Dont risk it. After taking 100+ calls a day and being constantly yelled at let me tell ya, the customer is NOT always right. As far as inflated salaries thats a joke, since when is minimum wage inflated?

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