NetFlix

Customer Service Ratings and Comments

NetFlix is ranked #7 out of the 219 companies that have a CustomerServiceScoreboard.com rating with an overall score of 128.53 out of a possible 200. This score rates NetFlix customer service and customer support as Acceptable.

NEGATIVE Comments

10 Negative Comments out of 24 Total Comments is 41.67%.

POSITIVE Comments

14 Positive Comments out of 24 Total Comments is 58.33%.

Issue Resolution

Reachability

Cancellation

Friendliness

Product Knowledge

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I put off joining Netflix until now thinking that maybe they've had time to get their act together...Want to know what happened to me? I got my first order in the mail and it was only the address page addressed to me with no envelope and no DVD attached!...Want to know something else? When I tried to report this online to Netflix, I discovered they have NO WAY to report this other than simple FAQ's, none of which are appropriate for my problem!..The only suggestion I got from the FAQ's page was for me to wait 2 more days to make sure that the DVD didn't arrive! If it arrives without the address page I will be amazed! But we know that won't happen, don't we? I tried phoning the number listed above....of course I got a busy signal.....yeah, customer service! Where is it when you need it?
Maybe I should have trusted my instinct not to jump into this plan, huh?
riverrichard 1/20/10 9:46PM
Netflix has gone down hill. I think they need to rethink their sales pitches and start concentrating on customer satifaction instead give me your money and I will send you movies when I want. I bet you that Netflix personel receive their movies first before the customer.. Netflix is getting so out of reach with their customers. Remember there is always room for competition. When people get dissatified they will look for other rental places. I see ton's of redboxes everywhere now. At this point I don't mind going across the street to pick up a movie if I am going to be treated that my business does not matter... NETFLIX you are stinking.... Sometimes when you get to big to fast you forget where you came from....
Von411 1/4/10 9:25AM
I noticed they had a couple of TV episodes backwards, in a way that even confused me as someone who'd seen the show before. I thought I'd be helpful and send them an email about it. Turns out they don't have one. After going through the loop of clicking the only two relevant links -- "Your Account & Help" and "Contact Us", each of which actually just links back to the other -- I gave up finding an address on their site and Googled it.

They're an Internet company. Their storefront is a website. Their most attractive service happens entirely in my browser. They don't have a support email.

I found a bug. Worth a couple minutes to send them an email? Sure, I like being helpful. Worth making a phone call? Not really. Worth the infuriating experience of looking through their useless help pages for a contact method that doesn't even exist? Nice way to reward me for wanting to help people who are already making around $20 a month off of me.

By the way, I don't see that phone number people are talking about on either of the help/contact pages, even if I did want to have a whole conversation with someone over this.
K.C 12/17/09 8:35PM
Netflix is losing touch with its customers and will be a has been within 5 years. Another company will come along and do to Netflix what they did to Blockbuster.
Netflix nickels and dimes their customers and has no idea or concept what the customer wants and needs.
Anonymous 12/4/09 7:37AM
I have been using netflix for 6 mnths and think is a very good idea, however it became apparent that the quality control of movies send out is poot. I received 3 movies in 4 months that was heat damaged or some problem to it. The disc was not scratched but appear weavy on the side where the laser picks up information.
This movie 125397 wass damaged and the worst part even after a previous complaint the movie was resend without compensating an additional movie to make up for the damaged one.
iii 8/29/09 12:25PM
I just renewed my membership. I enjoy netflix but they have problems keep track of the movies i send in. They charged me for three movies that they lost! And trying to contact them was hard!
Anonymous 8/26/09 6:55PM
I was charged a monthly fee for renewing my membership but hadn't renewed it myself. Chase Bank--remember that, CHASE BANK which allegedly provides fraud protection to it's customers--said that I would first have to contact Netflix to see if I could resolve the issue before I could dispute the charge whereas in the past I've been able to simply say that I did not authorize a pending charge and it would therefore not be paid out.

Even when I told CHASE BANK that Netflix did not provide a customer service number or e-mail address on their site, they still didn't DO THEIR DAMN JOB by deauthorizing the charge (and note here that I make my living on Wall Street).

Anyway, thanks to this site, I was able to do CHASE BANK's job for them by calling Netflix directly. They reversed the charge, advised me that somehow I had two accounts, and even changed the passwords on those accounts for me over the phone.

So five stars out of five for both contacthelp.com and Netflix customer service, but I think I'll be taking my money to a different bank as a result of this experience.

Way to go Chase. You're officially part of the problem.
John.Thiel 6/17/09 3:23PM
I just spoke with a Netflix customer rep and was very satisfied with her help. I had to change my account information and she walked me through all the steps ( I'm not too computer savvy-so I fumbled several times). She was patient and thorough and made sure I had resolved my problem.

I'm sorry the other customer who wrote a comment had a bad experience.

I hope Alisha gets a commendation as rep of the month!

A satisfied customer in Pa.

Anonymous 6/15/09 3:10PM
Finally I contacted a live customer service person at Netflix however notified them that I will not recommend their service nor will I consider investing in a company with such poor business practices. Please cancel subscription immediately as I am leaving the area and no
longer wish to subscribe. I currently reside at xxxxxxxxxxxxxxxxxx In speaking with Customer service I was also
somewhat disturbed to find that although I had never ordered and never
received any movies, actually I wasn't even aware I was subscribed,
but the Company refuses to refund the rental fee's for something I
never received. I will consider notifying the State Attorney General's
office as well as the BBB regarding such practices, I am disabled and
on a fixed income and will not be subjected to these strong arm
techniques and business practices. - Michael
An American consumer 5/15/09 5:08AM
Web site actively refuses attempts to get customer support.

Link above has no way to get any thing more than a FAQ.
Anonymous 3/16/09 1:36PM

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I've had to move a couple times in the last few weeks, and it was very simple to update my account with my new address, and the DVDs followed me immediately. With magazines, etc. it is sometimes difficult to figure out how to change your address, and often takes weeks to happen. I did have trouble finding the contact number, but once I did and contacted Netflix about some minor problems, they were great. Main issue is it sometimes takes forever to get new releases, when you can walk into Blockbuster and find 20 copies of a particular DVD. I recieved The Hurt Locker the day it came out, cause I had it on the top of my queue for awhile...
Anonymous 1/29/10 4:37AM
Customer Service was great! They do not have the newest releases so I cancelled with them and there was no problem they refunded the amount the over charged me too.
ACHughes 1/14/10 7:59AM
I cant understand some of these complaints. I have been a member for a little over a year and have never had any issues. None , no damaged dvds, no customer service issues. They even allow you to cancel your service online and put your account on hold. How many companies allow you to do that? Most large companies have nefarious business practices when it comes to canceling. They never allow you to cancel without calling your customer service and waiting hours on the phone, or hanging up on you. I work for a large company customer service and I am well aware of these problems with most companies. another thing that just grinds my gears are the people who stste that they are not aware their membership renewed without their permission. In this day and age most services always continue until you cancel it.
abradeyoursoul 12/30/09 8:30PM
I just signed up to be able to watch movies on my PC I am an old man and computers are new to me. The fellow that I talked to on the phone (I think his name was Norm) Walked me through the entire process. It was really nice to talk to A REAL PERSON instead of a machine. I commend you for still giving a tinkers darn about your customers.
Mickie O'Brien
tiomickie@gmail.com
uncle mickie 12/25/09 3:46PM
My wife is impressed with the speed of the movies that come in the mail. Also we have had a few damaged goods with CDs and dogs. They have been very tolerant in not charging us for our mistaken "chew toys".
Very cool and the dogs do not get to watch the movies anymore!
smiletherapydotcom 10/5/09 4:45PM
Only had to deal with their customer service once, but it was a pleasant experience. Only had about a 30 second hold time at 5:00 pm, once call was answered the person I was speaking with was very knowledgeable and provided immediate resolution to the problem.
Anonymous 8/20/09 9:28AM
I have been a customer of Netflix since its first year. I have lost DVDs and have never been hassled. I have made mistakes with credit cards and received email reminders to correct things. I feel they respond appropriately and in good faith to questions and concerns with regards to billing issues, shipping problems, etc. They also seem to reach out for feedback.
sudanf6 8/20/09 6:57AM
I wonder if the people who complain that it is so super hard to reach Netflix customer service have ever clicked on the "Help" link on the Netflix page. The instant you try typing your issue into the search box, a telephone number pops up onto the screen, along with a 6-digit code that helps identify your account when you reach a rep.

I have called Netflix many times regarding a few different (minor) issues and have never had a problem. I find them to be very helpful. I don't think it could be any easier to contact them, since the telephone number pops up on the screen the instant you actually try, ya know, looking for your problem. "Got a problem? Here, call us, here's our number!"
Anonymous 8/10/09 6:16PM
Friendly great customer support--but they sure love to hide the contact number!!! I was upset just trying to find the number to report double charges!!!
RuthAwakening 8/9/09 8:13PM
Great company. Easy to deal with. Lost disk and they forgave it. Top notch
Netseller 8/8/09 3:48PM
Reps have always been courteous, knowledgeable, and a great help.
Anonymous 8/5/09 10:12AM
As a disabled veteran I am exempt from paying State sales tax in Oklahoma.

I called Netflix to ask how to have my tax exemption applied to my account. The woman who fielded my call could not answer my question but kept tracking down people until she had my answer.

She even closed with, "You get a gold star for making me do my job. I learned something new today, thank you."
Anymouse 7/27/09 12:59PM
despite not having a number on the website and making it seem like they do not want to be contacted, the customer service at netflix is actually very professional and very helpful.
Anonymous 7/20/09 10:03AM
Netflix don�t provide an e-mail that can be use for support questions, instead Netflix provide some phone numbers to reach their 24 hour a day customer support team and Help Center that is very helpful that don�t require spending waiting time.
Netflix phone number is best searched using the Netflix help center, because it gives you more relevant and updated information about that particular question you have in mind in a much faster pace
Anonymous 11/9/08 3:11AM

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My hushand used to work for NETFLIX and they are very unethical. I wish someone would give them a taste of their medicine. As they out right treat employees pretty crap that are not in management. Another thing they need to send their supervisors and Mgrs to classes on how to treat employees, I would be surprised to hear in the news that someone is taking them to court. It would serve them right...
Usedtolikenetflix 1/4/10 9:36AM
Having worked at Netflix for more than a couple years and seeing how they treat customers who have been billed incorrectly, I feel the need to let others know that Netflix will generally always default to NOT refunding money that was billed incorrectly. Most of the time there are not billing errors. However, I can recall countless cases, especially where gift certificates were involved, whereby Netflix outright just took people's money without providing any service in return. It hard to say how many millions of dollars have been removed from people's accounts as a result of some of Netflix's practices.

Now that I recently took a job elsewhere, I feel that people should know Netflix has some questionable business practices. They do provide a fairly decent service for a reasonable price; but you do have to deal with a company that in some regards is not ethical to get that service.

Do with this information as you will. For what it is worth, I use Blockbuster.
jason 9/5/09 8:03PM

Contact Information

Customer Service
888-638-3549

Complete NetFlix customer service contact information including steps to reach representatives, hours of operation, customer support links and more from ContactHelp.com.

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