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I will never ever hire a movie again through video Ezy Kiosk. Hired a movie out and returned the next day, apon returning the machine was broken, kept spitting DVD out, on the 4th try the DVD was accepted. The following day I than was charged $35 as apparently the DVD wasn’t returned yet the DVD was infact returned!!! Sent email & was told that there Will be an investigation and have to wait up to 10 days as the DVD apparently was not returned! Which is a load of bull. it’s been over 10 days now & no response to my emails. This is wrong that they can take your money for no reason! Absolutely disgusting!
Kiosk at Greenbank pub lane broken (blank screen) so cannot return dvds. But cannot advise via 1300 number (not manned) or facebook (not monitored) cannot email via phone. Not helpful. Surely you want to be alerted when your kiosk is not working?
EZY.....Not so much!
Utter crap! How you manage to make any money from your kiosks it totally beyond me. We used to have a HOYTS kiosk at Moorabbin Woolworths and then suddenly one day it was replaced with an EZY kiosk. There's absolutely NOTHING easy about your kiosks. You choose a dvd, go to checkout, pay...or think you've paid and it says "processing" minutes go by. I've committed and there is no back button. So I wait and then it says "do you need more time! ???? What! So I go through the whole thing again and eventually am told. Sorry we couldn't process your request. There is nothing wrong with my card so I conclude it must be your inferior pathetic machine which I won't waste my time attempting to use EVER again.
Never again especially after reading others reviews
Hired a movie tried to return it and machine was broken couldn't return. Ring them for the 1st time on hold for 30mins they say will be fixed Tomo I'll give you a 2 day extension. We go to return it and it's still offline so after another 30min phone call they extend a second time and say definitely be fixed Monday. So we go Monday and guess what still offline so for a 3rd time I call after 30mins again they say we've been waiting for a part and it should be fixed within a week we'll extend it again.So of course I'm thinking they will extend to...its fixed oh no they just extended 2 more days again .Now we've been charged 4 times the cost of the initial rental and they tell me after a email oh you should have called again to extend. So after wasting hours of my time getting extensions and trying to return a movie that I couldn't return because of their machine not working they penalise us. What a absolute joke of a company they won't be getting any of mine or my family's buisness anymore who were regualar renters
Unable to return DVD
1/2/20 - My son has attempted to return a DVD he hired at the Garbutt IGA store in Townsville 31/1/20. The machine was ‘frozen’ when he first attempted to return it at lunch time, the IGA staff were completely disinterested and told HIM to call Video EZY and let them know the machine was out of order! I’m sure video EZY pays the store rent to have the machine there, so they should have some kind of obligation for customer service to at least accept returned DVDs. He went back again approximately 5 pm, the machine was still not working. Finally ...in utter frustration (and he has to leave town for work early in the morning) he returned at 7.30pm with the DVD in a ziplock bag with his details and taped it to the front of the machine with a big ‘out of order’ sign. Not good enough!!! Don’t even dare try to come after him if the damned DVD goes missing - how much more was he supposed to try? There was also plenty of staff who looked on and ignored him to witness what transpired
Disappointed returning loyal member
Very disappointed with the company customer service and how the manager handled my complaint. I hired 2 movies but only dispensed one called and was told it was an error with dispensing but would only be charged for one .I ask if the DVD that didn't get dispensed was in the kiosk and I can have they said yes but would have to charge my credit card again. I was not comfortable swiping my card again as I did not want to be overcharged I advised I was returning customer and was not impressed to experience this if they could offer a free code to hi...re the DVD that was not dispensed. They said no . I was upset for the inconvience they cause standing in the heat 42 degrees with shopping with perishable goods waiting to speak to customer service while quickly trying to get home and make an appointment. I advised was not happy with service and returned the DVD that I was given and just wanted to be refunded as I would not be hiring from Video Ezy again. I was transferred to Manager that was not empathic to my inconvience and was told she could not help me even though I returned the DVD within 10 mins would still be charged. I asked if I was being charged could I go back to get the DVD since they will be charging my card she said I will be charged the $4 again even though I have already been charged .I even sent an email to Head office and they never replied. For a known company unbelievable no one tales accountability for customer complaints.
Fast and the Furious Hobs and Shaw
Video Ezy kiosks are great, but the latest FF offering suks.. not even a cameo from the true FF gang.
Am a Statham fan, but he can suk eggs on this one.. it's not a statham movie... it was supposed to be a FF movie.
Worst Customer Service!
I have sent multiple emails and numerous times and not had a reasonable response. My card has been charged when I havent even rented anything and when a machine was broken contacted them and told me I wouldnt be charged but surely enough I was charged a late fee not only for an extra night but $35 because the machine was broken for a day!
Wont be using again and hopefully taking it further to get my money back!
I asked the customer care to transfer me to her manager, she said repeated what she said, I no problem, just transfer me to the manager. She said have a great day and terminate the call.
I recall them and got my money simply because the kiosk screen was off and I have to go to different one which make me late 4 minutes.
A few times I have rented a dvd and been unable to return it on time owing to the machine being broken and have been charged for the late return. This last time I tried to call the company but ( as before) there was still no answer after 10 minutes, so I sent them an email. They chose to ignore the email and 2 weeks later took the late fees from my account. I have sent them another email. telling them I expect a refund, but should they choose to ignore this email I will report them to Consumer Affairs.
Thank god I am not alone
I too have been charged $35 for late fees that I did not incur and I also have never received a reply to multiple emails . I have rung and spoken to multiple people . The last one said it would take 7 to 10 days for my credit card to be refunded .it's been
7 business days but 19 days all up and 29 days since the actual rental in question . I will never trust this service again with my credit card !!
Set up to fail
If I was setting up a businees designed to fail... this is the model. Poor customer supprt (at times impossible to contact via either phone or email), regular technical issues with kiosks that do not work, and not catering to what their customers want. In 2022, I don't want to rent a DVD... I want to rent a Blu Ray or 4K movie. If I want poor quality, I'll go to Netfix. But I won't bother hiring a DVD.
The other issue is the inability to reserve a movie, as was possible with the old Hoyts kiosks.
I appreciate this is a franchised business, so Video Ezy probably has little regard to their franchisees, but if this business model is to succeed, time to offer a better service.
Video Ezy says movies must be returned by 9pm every night. I went to return my DVD at 6.30 on Sunday inside a small shopping centre only to find that it locks it doors at 6.00 pm. I was charged a late fee as a result. This is a con.
Would not recommend
Would give 0 stars if it was possible. Definitely would not recommend, agree with all other 1 star reviews - get charged for overdue fees when thats not the case, customer service is terrible, have to wait months to get an answer. Don't do it!!
I give this company a zero rating. Hired a movie - returned it the next day to Kings Langley and was charged $35 with no warning. I have called 8 times over a 3 week period and they continue to tell me there was something wrong with the card reader and until it’s fixed I need to just wait. My movie was located after 2 weeks - no apology - no real answers - apart from just wait. Putting it out there - Foxtel have a deal with Netflix at the moment - do it, this company doesn’t clearly appreciate their customers. Ropable.
charged $32 and $35
We were charged $32 for a dvd rental returned late for 8 days. Well, we did not return it late. we returned it the day after the rental just as Lynwood IGA was closing.
We were also charge $35 and not given a reason - disputing it now. The problem is that they have your card and can charge you as and when they want. This is fraud.
Questions & Answers
I hired two DVDs from Moorebank kiosk Friday evening around 6pm the movies I selected came out no problem but the last movie was INCORRECT - not the movie I chose, when I hit RETURN the kiosk closed down - displaying message: this kiosk is UNAVAILABLE - phoned your customer contact no. hrs. 10am to 8pm and NO STAFF just an automated message giving hours as mentioned above - but this was 6PM - NOT after 8PM ??? Phoned your no. again Sat. 11:30am and no staff but an automated message but this time stating: press 0 to speak to customer service - & I would be transferred - once transferred after waiting some time before this transfer occurred - then the line just WENT DEAD - rang again: same thing happened - this service is very poor and the kiosks are always breaking down - no trust in Video Ezy until they improve their machines & their phone service - each year getting worse, not better - very disgruntled customer! Maybe sign up to Netflix etc. instead.
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