Complaint: DVDs don’t arrive, arrive very late, are incredibly scratched, or are never marked as received when I mail them back

on 31 October 2020 about Netflix in category Online Services

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My complaint:

I feel like you never take scratched up old DVDs out of circulation and replace them. DVDs are taking a long time to arrive in the mail these days, as well. I recently received a very scratched and unwatchable DVD, sent it back and reported it, Netflix supposedly sent another one, which I never received, so I once again asked for another to be sent, and you are now showing that I lost it. I originally should have had the movie Oct 14th and still haven’t gotten a watchable movie.Terrible service, and I’m not sure I buy that you don’t recieve what I’ve sent back. I’m wondering if perhaps you have an employee theft problem. I changed my account to one DVD at a time and am considering canceling altogether. The only reason I’ve kept a DVD account is that the rating system is so much more helpful in choosing a movie than the thumbs up or down instant watch system.

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Justified complaint?

Suggested solution:

Start tossing DVDs reported as scratched. More than once, it's taken 3 DVDs being mailed to me before I've gotten a watchable copy. Please start taking a quick look at DVDs and stop mailing out the really scratched ones. Also, I'd suggest a surveillance program to evaluate why you are saying you have sent out DVDs that customers aren't getting, or supposedly haven't received things we've sent back. I'd also suggest that you at least allow people to opt in to a 5-star instant watch system. I'm sure the DVD arm has historically been very profitable for you. I expect to get a watchable disc of the one you have supposedly sent out 3 times, and I hope to not continue getting scratched discs. I'll be cancelling if my service continues to be so poor.

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