Consumer affairs blog The Consumerist has published a letter from an angry reader about Redbox’s cancellation policy (or lack thereof) for online reservations. Once made, Redbox online reservations cannot be canceled for any reason. The company claims it does this to protect itself from a “lost” rental during the reservation period.
Here is an excerpt from the letter:
“Once on the phone with the CSR [customer service rep], she stood her ground and said there is no way to cancel an online reservation, which just sounds like an awful business practice. She said that once you reserve something, it takes away future rentals for the day if someone else wanted that movie, which translates to lost revenue for Redbox. I just don’t understand, if you can reserve with the click of a button, surely you can un-reserve with maybe two clicks of a button?”
Which side of this issue do you stand on, Insiders? Is Redbox right to protect itself by refusing to refund reservations? Or should it try harder to earn customer goodwill by adopting a more lenient stance on reservation cancellations? Is this a draconian policy or just good business?
(via The Consumerist)