Caitlin L.

I normally only use VUDU for redemptions but sometimes there are some great deals on movies I love.

Then they came out with Disc to Digital for PC and offered that if you converted more than 10 of your current movies, you'd get a discount of half off. So I started scanning my movies Thursday night, and when I woke up in the morning I finished another two movies. The discount specifically said it would apply at checkout and not to worry about the full price amount. So I went to check out where it displayed which movies I had selected, and then I went to order and SURPRISE! No discount was applied.

I immediately called them as soon as they opened, and after waiting on hold for 25 minutes (which is astounding because they had just opened), I reached a customer service agent who literally could do nothing for me. And I mean exactly what I just said, this was her actual response to me when I explained the issue. She said that the way their system was set up, there was no way for them to give a discount on a purchase or refund a purchase, REGARDLESS OF THE REASON, because there was no way for them to know that it wasn't already downloaded to the PC. She apologized and said that the half off sale ended midnight (just 7 hours before I made the call), and even though VUDU did not notify me that stuff in my cart was no longer half off, they were not responsible for the error with the discount. I thought this was a joke. I asked if she could just remove my entire disc to digital order and suspend access to those movies because I didn't want them for the full price. Her reply, again, was that there was NO WAY for movies to be refunded or discounted once they were purchased.

I asked if I could dispute the charge with my bank because she was sure she could not do anything for me at all. Her response was this, and this is what should scare any customer away:

If you file a dispute with your bank, and it becomes a chargeback, your VUDU account will be suspended.

I laughed at first and asked if she was serious because I had tons of movies in my collection that were already redeemed or paid for, and she said that she was serious and that my account would be suspended. I asked about what would happen to all the movies I've paid for or redeemed, and she replied "I don't think you'll lose access to them, or you shouldn't anyways". In other words, if I dispute the charge with my bank, I could stand to lose all of my movies.

Don't EVER purchase anything from VUDU unless you're absolutely sure that regardless of what issue arises, you're okay with losing the money you've invested in the movies you have with them.