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Hulu complaints

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2500 Broadway, 2nd Floor
Santa Monica, CA 90404 | Get Directions

(310) 571-4700

http://www.hulu.com

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Total Amount in Dispute:
$922.00

Total Amount Settled:
$0.00

Complaint Experience

35%

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our complaint history for this company shows the company gave proper consideration to some complaints presented to them.

Although in some cases the company failed to respond to complaints.

Complaint Closing Statistics

17 complaints against Hulu closed in last 3 years.

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
1	Agreed to make an adjustment
0	Refusing to make an adjustment
5	Refuse to adjust, relying on terms of agreement
11	Unanswered

17 complaints against Hulu

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3/18/2024

RESPONSE: Refuse to adjust, relying on terms of agreement Amount in Dispute: $125.00 Amount Settled: $0.00

Customer Complaint

2/13/2024

I have been with HULU since December of 2007. I have recently stepped away from HULU due to a financial problem. Today 2/9/2024 at 11:22 am. I purchased 5 - $25 HULU gift cards to start my subscription back totaling $125. It is now 9:40 pm as I type this and HULU customer service is on the phone. I have been on the phone with HULU for 8+ hours trying to have them fix my account due to the gift cards being taken but no service. I have had one male customer service rep tell me "that it is my loss". The next rep hung up on me because I asked to speak to someone who could help me fix this problem with my gift cards being redeemed by HULU but my account was still not active. The next person stated that I needed to go back to the store. That was just a guess due to the fact that HULU has redeemed my gift cards already. I could go on with my 8+ hours of being on the phone with HULU asking the staff to make it right. I have had multiple reps have me read the gift card code which shows that the cards were there, but no one would help me. I am on hold right now with HULU and it is now 9:52 pm. I have just been told to try back tomorrow after I basically pulled a full shift asking for the HULU team to make this right. We have 2 cell phones and a house phone and we have had to rotate because of the batteries dying from waiting on the phone for so long. Just now my home phone was dying, and a rep from the High Level Support team finally answered. I explai Resolution Sought Give me my money or activate my plan

Company Response

3/6/2024

Hello Sherri, Thank you for reaching out about your Hulu subscription and the associated gift card concerns. My name is William, and I am an Escalation Specialist with Hulu Support. I want to apologize for any frustration you may have experienced, and I assure you that I am here to address your concerns thoroughly. I completely understand where you are coming from, and I regret to hear the initial redemption issues were so intrusive to your viewing experience. While there is no way to undo the application of a gift card to an account after it is redeemed, we are always committed to making things right for our viewers. As for the gift cards amounting to $125, I confirmed all five were redeemed successfully under a different email address. If you are unsure which email address is on file, I recommend contacting our Support staff again to correct any information you wish to change. I hope this information is helpful, and I appreciate the opportunity to assist you. We would be glad to help with any further issues, questions, or concerns via our phone or chat support channels if any arise. The contact number for support is (888) 265-6650. Thank you again for bringing this matter to our attention, and I hope you have an excellent rest of your week. Warm regards, William C. Escalation Specialist - Disney Entertainment

12/4/2023

RESPONSE: Complaint was not answered Amount in Dispute: $0.00 Amount Settled: $0.00

Customer Complaint

11/8/2023

I subscribe to hulu however I'm having an issue changing my ip address. They have three numbers listed for customer service and none of them work. However, they keep billing me 92.00 dollars a month. I need to contact them but am unable to Resolution Sought Answer their phone

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