Featured WH Smith Customer Review
Rob from Norwich , October 7, 2007
I've been with WH Smith online DVD rental for nearly two years, but have just decided to close my account with them.
Over the last few months, the quality of their customer service has declined, and in the last month alone I have been sent 4 incorrect discs. Each time I complained, I was sent a brush-off email saying this didn't happen very often! When I asked for a gesture on the part of WH Smith in recognition of the amount of time wasted and inconvenience caused, I was told that an extra 4 days would be added to my account. This seems something of an empty gesture to me.
Today the 4th wrong disc arrived, and I tried to go on the site to complain, only to find that it's out of action until at least tomorrow. Shoddy! The site itself is badly designed, the search facility is very random, and many of the titles have been incorrectly entered on the database, meaning that searching by title can often yield no results, but a search by director or actor will find you the film you want, with the title mis-spelled. This, again, is shoddy, and a waste of time. Another annoying thing about the site is that it is rarely updated with details of new films; at present when I log in, the site tells me that "A History of Violence" is out now in cinemas - it's been out on DVD for nearly a year!
The basic premise of online DVD rental is paying to watch DVDs you want to watch. WH Smith are becoming less and less able to grasp this relatively simple concept. I strongly recommend that you look elsewhere if you want a decent level of service.
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K from London , March 12, 2009
Crap service, finally ditching these guys as things have gone downhill so much lately.
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Jim from Manchester, May 14, 2008
Excellent service all, only marked four stars for service as they don't always have the latest films, but I doubt another company would be better on new releases anyway, so I'm sticking with them.
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Jkore from Rhondda, April 9 , 2008
I have been with many dvd rental companies online and I think that WHSMITH are by far the worst. The service is very slow indeed, therefore, not good value for money. The only good thing I can say is that they do send extra envelopes if you want to send the ones you watch first back sooner.
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We still prefer the originals at Lovefilm, and WH Smith has cut back marketing, often a sign of winding down.
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