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Business Profile

Entertainment

Netflix, Inc.

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Entertainment.

Complaints

This profile includes complaints for Netflix, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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Netflix, Inc. has 14 locations, listed below.

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    Customer Complaints Summary

    • 960 total complaints in the last 3 years.
    • 312 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:11/27/2022

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On November 27, 2022 I spoke with ********* who was the most unhelpful representative I have ever spoken with. I had a gift card I received years ago for a Christmas gift but never used because we had Dish. We recently cancelled Dish and we bought a Roku TV so we decided to redeem the gift card. I scratched off the security film and entered the code and Netflix informed me that the code was already redeemed. I then proceeded to contact Netflix by utilizing their chat feature. I was informed that the gift card code was already redeemed and that I need to contact the person who bought us and find out the receipt details, but he followed up and said that its impossible to do now in a condescending manner. I have the physical gift card in front of me. He was extremely rude and ended the chat after I requested to speak to a supervisor 4 times. He replied "No" "...Bye!" without any resolution to my issue. Netflix should go after the fraudulent account that stole the gift card and reinstate my account/gift card as this is no fault of my own. There is no security code or pin so this could have been easily stolen. Why should I be held liable?

      Business Response

      Date: 01/05/2023

      Business Response /* (1000, 5, 2022/12/08) */
      December 2, 2022

      Complaint Case #: *******
      Consumer:*********

      Thank you for bringing this inquiry to our attention. Netflix will work directly with the member to resolve their issue.

      Sincerely,
      Netflix


      Consumer Response /* (-5, 11, 2022/12/23) */
      ***Document Attached***
      Basic plan please
      Case *******


      Consumer Response /* (3000, 13, 2022/12/23) */
      ***Document Attached***
      We choose the basic plan. Photos of gift card are included.

      ******* case number


      Business Response /* (4000, 16, 2023/01/02) */
      January 02, 2023
      Complaint Case #: #*******
      Consumer:*********
      We received the follow up. Netflix will work directly with the member to resolve their issue.
      Sincerely,
      Netflix

    • Initial Complaint

      Date:11/26/2022

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Over the years, I have had many issues with the streaming quality of Netflix.

      Recent streaming quality problems have resulted in my being unable to enjoy full and uninterrupted use of the service.

      I have documented the technical description of the problem on Reddit, and have attached a copy of my post to this complaint:

      https://www.reddit.com/r/netflix/comments/z5ms1x/netflix_is_reducing_4k_quality_bitrate/

      I am demanding 1) a full refund for the affected month(s) of service until the issue is resolved, 2) an investigation by Netflix into the root cause of the issue, and 3) a repair or fix for the problem by Netflix.

      Or, if the service is performing as designed, Netflix should acknowledge this so I may proceed with a permanent cancellation of my subscription, as the quality and support I have received are inadequate for the price paid.

      Business Response

      Date: 12/13/2022

      Business Response /* (1000, 5, 2022/12/05) */
      December 5, 2022

      Complaint Case #: *******
      Consumer:*************

      Thank you for bringing this inquiry to our attention.

      Upon review of the case and contacts with our Customer Service department, we have determined that the inquiry was handled accordingly by our agents and we understand this matter is therefore closed.

      We hope you find this information helpful.

      Sincerely,
      Netflix


      Consumer Response /* (3000, 7, 2022/12/06) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      Netflix representatives denied any responsibility for the quality of service and assigned all liability to my internet service provider. My ISP, on researching the problem, denied any responsibility and assigned all liability to Netflix. There was no resolution to this case and the issue is ongoing. Other Netflix users report experiencing the same issue. Netflix's response here reinforces my decision to cancel my subscription and strongly recommend others against patronizing Netflix's service.


      Business Response /* (4000, 9, 2022/12/11) */
      December 11, 2022

      Complaint Case #:********
      Consumer:*************

      Thank you for bringing this inquiry to our attention.

      Upon review of the case and contacts with our Customer Service department, we have determined that the inquiry was handled accordingly by our agents and we understand this matter is therefore closed.

      As such, we will no longer provide additional responses for this case.

      We hope you find this information helpful.

      Sincerely,
      Netflix

    • Initial Complaint

      Date:11/26/2022

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      - I canceled membership 11/9/22 because bank card is closing out to due to change.
      - Netflix charged $15.49 to my card on 11/26/22 without authorization or consent.
      - Bank account is negatively affected and requires additional financial restitution to close
      - Won't see the money for a week due to holiday weekend and Netflix is refusing to keep account active during that week
      - No offer to replace the bank fees or damages done to account. Won't even keep membership active until money is secured back

      Business Response

      Date: 12/09/2022

      Business Response /* (1000, 5, 2022/12/07) */
      December 07, 2022

      Complaint Case #: *******
      Consumer: ************

      Thank you for bringing this inquiry to our attention. Netflix will work directly with the members to resolve their issue.

      Sincerely,
      Netflix


      Consumer Response /* (2000, 7, 2022/12/09) */
      (The consumer indicated he/she ACCEPTED the response from the business.)

    • Initial Complaint

      Date:11/25/2022

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I paid to activate my services with Netflix on November 17. It's supposed to be good until December 17. I spoke with somebody yesterday on Thanksgiving day and they refused to reinstate my services with Netflix. I will be adding the receipt everything **** proof that I paid for the month of November to December.

      Business Response

      Date: 12/15/2022

      Consumer Response /* (-5, 5, 2022/11/28) */
      ***Document Attached***
      Shows that I'm paid up until December 17,2022


      Business Response /* (1000, 6, 2022/12/06) */
      December 6, 2022

      Complaint Case #: *******
      Consumer:*****************

      Thank you for bringing this inquiry to our attention.

      Upon review of the case and contacts with our Customer Service department, we have determined that the inquiry was handled accordingly by our agents and we understand this matter is therefore closed.

      We hope you find this information helpful.

      Sincerely,
      Netflix


      Consumer Response /* (3000, 8, 2022/12/12) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      I paid for services and you suspended my services


      Business Response /* (4000, 10, 2022/12/15) */
      December 15, 2022

      Complaint Case #: *******
      Consumer:****************

      Thank you for bringing this inquiry to our attention.

      Upon review of the case and contacts with our Customer Service department, we have determined that the inquiry was handled accordingly by our agents and we understand this matter is therefore closed.

      As such, we will no longer provide additional responses for this case.

      We hope you find this information helpful.

      Sincerely,
      Netflix

    • Initial Complaint

      Date:11/24/2022

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I cannot access my Netflix account. I recently discovered that some of my accounts had been hacked, including my phone number. I tried to log in to my Netflix account but could not. I then tried to log in to the email account associated with Netflix, and was texted a 2 step verification number, which I never received--- as the hackers have also taken control of my current phone number/texts. I have no idea how long this has been going on as I do not regularly visit my Netflix account. I'd like to speak with someone.

      Business Response

      Date: 12/05/2022

      Business Response /* (1000, 5, 2022/12/01) */
      December 01, 2022

      Complaint Case #:********
      Consumer: **************

      Thank you for bringing this inquiry to our attention.

      Upon review of the case and contacts with our Customer Service department, we have determined that the inquiry was handled accordingly by our agents and we understand this matter is therefore closed.

      We hope you find this information helpful.

      Sincerely,
      Netflix


      Consumer Response /* (2000, 7, 2022/12/02) */
      (The consumer indicated he/she ACCEPTED the response from the business.)
      I spoke with a Netflix associate and they resolved the issue quickly and seamlessly. Thank you.

    • Initial Complaint

      Date:11/23/2022

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      For at least 1 year possibly more Netflix has been charging my credit card double every month for basic service. My son said he went on netflix website and requested to change the service to premium and the website stated you will not be charged until your next billing cycle. Not 1 minute later he changed the account back to the basic account I pay monthly for. Because the website never mentioned anything about a prorated charge or being charged immediately my son claimed he did this several times to check the premium price but again changed the account immediately back to basic. I contacted a netflix agent to request a refund for this double charges and was not helped at all. There are two of us in the home and because we are on basic streaming we never use the account at the same time.

      Business Response

      Date: 12/09/2022

      Business Response /* (1000, 5, 2022/11/30) */
      November 30, 2022
      Complaint Case #: *******

      We would like to thank ************** for contacting Netflix.

      Unfortunately, we are not able to locate an account based on the information provided.

      To further investigate this matter, we kindly ask the consumer to contact our Customer Service department at help.netflix.com/contactus and provide our agents with the email address associated with their Netflix account or exact method of payment associated with the charges to attempt to locate the account and resolve the issue.

      Please know that for security purposes, members need to pass a standard authentication process in order for our Customer Service representatives to take actions on an account.

      Thank you for understanding.

      Sincerely,


      Consumer Response /* (3000, 7, 2022/12/02) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      I did contact Netflix customer service which told me they could not help me so that is how the Better Business Bureau complaint got filed. The attachment shows the last 4 of my payment method. The email is ******************


      Business Response /* (4000, 9, 2022/12/06) */
      December 06, 2022

      Complaint Case #: *******
      Consumer: **************

      Thank you for bringing this inquiry to our attention.

      Upon review of the case and contacts with our Customer Service department, we have determined that the inquiry was handled accordingly by our agents and we understand this matter is therefore closed.

      We hope you find this information helpful.

      Sincerely,
      Netflix

    • Initial Complaint

      Date:11/22/2022

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Got an email saying my email has been changed and if I did not do it click here. I called Netflix and someone hijacked my account and while I was willing and able to give the last 4 digits of my credit card and they told me they could see what happened, they would not fix it unless I provided the entire card number. The ended up cancelling my account and even offered a refund (I assume to the new card someone put on the account) since there is NO other way to verify my ID without using my full credit card number. But someone could change my account without any of that. I had to cancel the credit card because of the failure of Netflix to secure or recover my account without needing the full card number.

      Business Response

      Date: 12/13/2022

      Business Response /* (1000, 5, 2022/12/02) */
      December 02, 2022

      Complaint Case #: *******
      Consumer: Candace******

      Thank you for bringing this inquiry to our attention.

      Upon review of the case and contacts with our Customer Service department, we have determined that the inquiry was handled accordingly by our agents and we understand this matter is therefore closed.

      We hope you find this information helpful.

      Sincerely,
      Netflix

    • Initial Complaint

      Date:11/21/2022

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Netflix has advertised a new $6.99 plan. I signed up for it. I could not use it as I have an********* device. When inquiring about this, it suggests upgrading to a higher priced plan ($9.99) in order to view the service. It appears this is a classic bait-and-switch. Nowhere in the materials did it say that this $6.99 plan did not work on ******** devices. This is fraud.

      Business Response

      Date: 12/01/2022

      Business Response /* (1000, 5, 2022/11/24) */
      November 24, 2022

      Complaint Case #: *******
      Consumer: *************

      Thank you for bringing this inquiry to our attention.

      Upon review of the case and contacts with our Customer Service department, we have determined that the inquiry was handled accordingly by our agents and we understand this matter is therefore closed.

      We hope you find this information helpful.

      Sincerely,
      Netflix


      Consumer Response /* (3000, 7, 2022/11/28) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      This is unacceptable. Their response did not address my situation. I do not believe this case is closed and I will examine further avenues to have this rectified.


      Business Response /* (4000, 9, 2022/11/30) */
      November 30, 2022

      Complaint Case #: *******
      Consumer: *************

      Thank you for bringing this inquiry to our attention.

      Upon review of the case and contacts with our Customer Service department, we have determined that the inquiry was handled accordingly by our agents and we understand this matter is therefore closed.

      As such, we will no longer provide additional responses for this case.

      We hope you find this information helpful.

      Sincerely,
      Netflix

    • Initial Complaint

      Date:11/08/2022

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Netflix charged my Visa credit card without authorization. My wife and I were getting netflix at a discounted rate ($9.00 per month) through my wife's tmobile account. The email associated with that account was***********************. To help us with expenses, my brother in law, who lives with us, said he would start paying for netflix through his tmobile account. The netflix account associated with his email address is *********************** In February 2022, my wife contacted netflix to cancel her account, but was told she had to contact tmobile since payments were made through her mobile provider. She then contacted tmobile and canceled. However, netflix, without our knowledge, then started charging us full price and said it was automatically switched to the backup payment method, which was our Chase Visa card.

      We did not authorize Netflix to start charging the visa card. We were notified by TMobile that the account had been canceled. However, I just discovered that Netflix has been charging us full price since February 2022. We thought we were logged into netflix through my brother in law's account, as we assumed the canceled account would no longer allow us access (again- we directly informed tmobile as instructed by netflix that we no longer wanted the account, and we were told the account had been deactivated ). Instead, even after tmobile cancelled the netflix account, Netflix continued to keep the account active and charge us full price. I have attached a copy of my credit card billing- you will notice the pro-rated refund in Feb 8 2022 in the amount of $16.74 (which is when we informed both netflix and tmobile that we canceling the account). However, even after the cancellation and refund, Netflix then resumed charging us again. We would like a refund in the amount that Netflix has been charging us since the Tmobile Netflix account was canceled in Feb 2022. Total account is $182.07.

      Business Response

      Date: 11/28/2022

      Business Response /* (1000, 5, 2022/11/15) */
      November 15, 2022

      Complaint Case #: *******
      Consumer:****************

      Thank you for bringing this inquiry to our attention.

      Upon review of the case and contacts with our Customer Service department, we have determined that the inquiry was handled accordingly by our agents and we understand this matter is therefore closed.

      *************** may also wish to review netflix.com/security for tips on how to keep their personal information secure.

      We hope you find this information helpful.

      Sincerely,
      Netflix

    • Initial Complaint

      Date:11/07/2022

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      A person stole our debt information and created a Netflix account. When caught the account was deleted but they would not refund the money taken from us as services were used. We did not use those services as it was a fraudulent account not authorized by ourselves. We have tried to reconcile with Netflix and our bank has also they refused to help as there is nothing they can do. We did not authorize the account to be made or to use our card. Also, when the transcripts were requested nothing was emailed over so screen shots were taken of the conversation.

      Business Response

      Date: 11/29/2022

      Business Response /* (1000, 5, 2022/11/16) */
      November 16, 2022

      Complaint Case #:********
      Consumer:****************

      Thank you for bringing this inquiry to our attention.

      Upon review of the case and contacts with our Customer Service department, we have determined that the inquiry was handled accordingly by our agents and we understand this matter is therefore closed.

      We hope you find this information helpful.

      Sincerely,
      Netflix

    Netflix, Inc. is NOT a BBB Accredited Business.

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