Business Profile
DVD Sales
Shout FactoryThis business is NOT BBB Accredited.
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Complaints
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Complaint Details
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Initial Complaint
12/28/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
We have Hulu, Roku, Amazon Prime, and few others but almost every single movie on the Shout hub buffers. Just stops or buffers till you intervene. Difficult to watch. Good enough selection but it's a pain in the a@!# to enjoy. December 2022. Has gone on for many months.Initial Complaint
10/13/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Ordered almost $400 of items from seller. 2 weeks later no shipping updates despite promises that when the sale ended they would update everyone. Shout factory seems to think they can take your money on loan for however long they want to and will ship whenever they feel like. Bad company...does not deserve your businessBusiness response
12/12/2022
Hello *************************,
We sent update to customers with open orders on 10/14, 10/21 and beyond. These updates filled customers in on expected ship dates when we had major backlogs at our depot due to our unprecedented Shocktober 10th anniversary sale.
Please note that you reached out via our customer service portal 10/13 to request your order be canceled in full. Our records show your order was canceled in full. Please contact ******************************* if you did not receive your refund.
Since your order was canceled 10/13, you were not on our list for updates about shipping timeline that went out to OPEN ORDERS only.
Thanks,
ShoutInitial Complaint
08/25/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unresolved
This company has blacklisted me on their website. Since 2019 my orders were not processed. They have some kind of faulty system that wont take my payment. At least that's what I thought. They have not responded to any emails that I have sent, despite them saying on here, they responded, I think they are just trying to save face. Apparently me filing a BBB complaint in 2021 before has sealed my fate. Paypal is fine, my cards are fine, their processing system has it set so that any payment taken is denied. It's really quite petty. I have not insulted them, nor have I sworn at them or defamed them in any way. I just spoke up about lack of service and they won't take responsibility. It's fine, I can get your movies through many other channels and you can keep your precious limited editions, makes no difference to me. From recent to past, almost all orders I place are cancelled with no explanation. Is it because some were cancelled manually, this is a joke, uploaded picture for proof as well! *************************** I just want to know why, you can at least tell me that before I close my account, this is very childish and immature and ignoring me on multiple platforms doesn't make this go away. As someone with disabilities, its a slap in the face knowing you get off pushing people around like this, movies are one of the few things i have and I have supported you since the scream factory line was launched, its ok, many other companies top you any day of the week :)Business response
10/18/2022
Business Response /* (1000, 8, 2022/09/23) */ Shout Factory prides itself in being very customer supportive. Occasionally we encounter customers who can be aggressive and abusive. This customer became aggressive when told repeatedly that we were pushing through labor shortages in June of 2020 due to COVID and working to get his order shipped. His position re: the safety of our warehouse team was that we should abandon COVID protocols and get his order shipped immediately; it was decided that orders in question would be canceled and refunded in full and that in accordance with our reserved right to deny service, we denied this customer access to the ability to order from the site. He subsequently filed this complaint. We strive to serve customers with equanimity and with an objective of fairness to all, this includes the hardworking team in our warehouse. Consumer Response /* (3000, 10, 2022/09/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) Wasn't aggressive. You just want constant praise and attention. Lazy releases. Bad artwork. Can get them any other way. Criterion. ******************************* Second site. They top ya any day of the week.Initial Complaint
08/16/2022
- Complaint Type:
- Delivery Issues
- Status:
- Unresolved
I placed an order on July the 14th. I was charged for my order on July the 18th. I have never received my order, and all attempts to contact the business to resolve this have been ignored. I have sent e-mails, ******** posts and messages, I have even called the business directly and spoke to someone, and have not gotten any response. I have my order confirmation e-mail, and I have the evidence of the charge in my bank records.Business response
10/18/2022
Business Response /* (1000, 8, 2022/09/23) */ Shout Factory prides itself in being very customer supportive. Occasionally we encounter customers who can be aggressive and abusive. This customer has a history of using inappropriate language and aggressive behavior with our small customer service team. After several offensive "four letter word" laden emails while we attempted to satisfy his needs, it was decided that orders in question would be canceled and refunded in full and that in accordance with our reserved right to deny service, we would deny this customer access to the ability to order from the site. He had placed another order recently that was automatically cancelled and refunded. He began to email more aggressive comments to the team. He was then called by one of our managers who tried in the politest way to explain our posture and, not to put too fine a point on it, that manager at the end of the call was told to "go f**k yourself." Customer subsequently filed this complaint. Consumer Response /* (3000, 10, 2022/09/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) Shout Factory has, in their response, lied profusely. They never responded to any of my e-mails, they never called me. I spent two weeks trying to call them before I could reach a person. I spoke to a **************, who was incredibly hostile from the beginning, and had no answer for me as to why I had never been contacted about my order or why it was canceled. She informed me that she had no obligation to explain to me why my order was canceled and why I wasn't contacted at any point. She was rude and she escalated the situation. They conjectured that I filed this complaint subsequently to this phone conversation, which is completely untrue, I filed it before the phone call. I do not have a history with this company, as this was the first time I had ever ordered from their site directly. Shout Factory have continued their dishonest behavior, and quite frankly, they have committed libel.They have absolutely no customer service department, and their automated phone system is a joke, and even if you reach the desired department, no one will answer the phone or return messages. I spent two weeks navigating the phone system, calling every day for two solid weeks, and never in that time spoke to a person. On the whole, Shout Factory has been unprofessional, dishonest, and completely incompetent as a business.Initial Complaint
03/26/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Shout factory took my money and never sent me the products. My order # ****** was ordered 30 days ago on February 23rd. They have not sent me the products, they have failed to respond to email. This is the worst business practices I have ever seen.Business response
05/12/2022
Business Response /* (1000, 5, 2022/04/20) */ Sorry to hear it, *******. We don't see any messages in customer service matching the email address or last name on file with your order. We're sorry if you sent an email and it never came through for some reason. This is the first we're hearing of this. Item appears to have shipped 3/28 and delivered 4/1. Please let us know if you still need it since those dates appear to be after your BBB complaint. USPS tracking number **************************************************************************************************************** If you have not received, please let us know if you prefer a refund or re-ship, and we'll see if items is available.
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Contact Information
Customer Complaints Summary
11 total complaints in the last 3 years.
3 complaints closed in the last 12 months.
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