Netflix.com - trouble with cancellation

# 10 for February 1, 2002

Complaints.com received the following follow-up message, to the original consumer message below, on February 2, 2002:

From: Susan Lepore [Email User]

Netflix - consumer help

I posted a complaint against Netflix a few days ago. There was no customer service number at the site for me to call about being unable to cancel. I received many emails from people who read my original posting with the Netflix CA phone number, but I also finally received an email from Netflix with a customer service number.

This number is toll free and might be able to help others who get stuck with the site and want to talk to a real person to have their complaints heard, or seek satisfaction with their accounts.

I hope you will post this info. (I am amazed that no apology was offered and no mention was made of the scathing note I sent to the company. I will never do business with them again and will do all I can to prevent others from joining such an irresponsible service provider)

Hi Susan, Thanks for your message. To provide the most secure cancellation possible, please call our cancellation line at your earliest convenience. Our representatives will be able to assist you by phone at 1-800-279-5688 between the hours of 6:00am and 7:00pm M-F, Sat-Sun 6am-2:30pm Pacific Standard Time. We will also be able to assist in resolving any outstanding issues or concerns at that time. If you have any further questions or concerns, please feel free to contact us. Thanks,

Sherwin

Netflix.com

Customer Service

Complaints.com received the following e-message on January 31, 2002:

From: Susan Lepore [Email User]

Netflix.com - trouble with cancellation My complaint is against Netflix.com. I have been a member for a few months without any issues, however I logged on to cancel my membership and ran up against what appears to be a ploy to prevent people from cancelling without a hassel. Not only did I have to walk through at least two windows (and a pop up window) asking me if I was sure I want to cancel, but when I finally got to the last cancel "button" it appeared to be a dud. The button itself does nothing. The html language for the button appears to be a little suspicious in that it isn't complete, but that's besides the point.

My main gripe is that when I had no way of cancelling my membership via the website, I had no other recourse. I could not find a phone number or contact person, support or otherwise on the Netflix website. There was just the usual "email" form with which to contact customer service, but it's been almost 10 hours and no response yet. I hope to hear within 24 hours at the least. I have done business with other web based sites in the past, and have always been provided at least a phone number where I could try to reach a real person or at least leave a message. Because the web email form is the only way to contact customer service, I was upset also when I realized I had no way to document the time and day that I sent the email.

I tried to send an email to netflix via my personal email address and the email was sent back with a note saying it was not read and would not be accepted that route - that I must go through the site. Again, not very customer oriented. I will not use Netflix again, I will advise my friends and family about my problems with the site and I will complain until I get some sort of response. If they even try to bill me for the next cycle (february 12, 2002) I will find a way to warn even more people about the site. This is no way to do business. I wonder if anyone else has had this problem. What else can or should I be doing?

Comment On This

i just got online banking , and found that netflix has been charging me 18.41 for 38th months, i never set up the account. never set up the Q.

also never got emails about my non use..

so im pissed,i gave them 700$... and never used the account..

WTF

Comment On This

So glad this was here. I had no luck in finding the customer service number on the website, even when the fellow was trying to convince me how easily it could be found. Anyway, thanks for posting the customer service number here. It was a great help. I'll put it here as well: 1-800-279-5688