Living outside of a small country town, my movie rental options are slim. Usually, I turn to Redbox since they’re cheap one night rentals and there’s several of them close to me.
After reserving some rentals, I stopped at the Redbox location only to find that the machine was broken. Sure, it’d be nice if Redbox would have warned me about that before taking my reservation but hey, it might have gone down after I placed the order. Anyway, I was out money and movies for the night.
When I got home, I emailed them to see if they could refund the charge. Sure, it was just $3.00 but hey, $3 is $3. It’s at least worth an email to see if I can get a refund or something.
Off goes my email to them and I get the standard “It may take up to 72 hours for a reply” email back from them. Then, I check my email less than 24 hours later and I’ve got this reply:
Sorry to hear that you were not able to get your reservation as planned. I definitely understand how aggravating that must have been. After reviewing your info, I’ve begun processing a refund in the amount of $2.96.
Please note that the initial charge hasn’t gone through yet. Once the charge goes through, it’ll show up in your account, the refund will automatically start to process. Please allow 5-7 business days before the refund appears in your account.
If you have any more questions, please contact us at 1.866.REDBOX3 (1.866.733.2693).
A fantastic email response. They used my name at the beginning and even added in an exclamation mark. Then on to saying they’re sorry for things not going as planned. He empathized with me (or at least faked it well in the email). Then to round it all off, gave me the refund and explained what would happen next.
So kudos to Redbox and especially Logan. They really went above and beyond what I was expecting to get from them. Evidently the Redbox support team are some real customer support pros.