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Business Profile

Motion Picture Film Distributors

Universal Pictures Home Entertainment

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Motion Picture Film Distributors.

Complaints

Customer Complaints Summary

  • 12 total complaints in the last 3 years.
  • 6 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:05/06/2025

    Type:Product Issues
    Status:
    Unanswered
    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.
    Hello i had ordered some tv seasons from the gruv entertainment website and they had told me that there items were brand new and in good condition but when i had received them they were not because there were marks on the discs and i had contacted them about it and they said they would give me a 20% partial refund or if i sent them back they would give me a full refund so i just went with the partial refund but i would have rather had gotten a full refund for the items without having to send the items back so i was wondering if you could help me with it?

  • Initial Complaint

    Date:12/09/2024

    Type:Sales and Advertising Issues
    Status:
    Unanswered
    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 11/24/2024, I purchased two Blu-rays from ********, operated by Universal Pictures Home Entertainment. The order number for my purchase is ********************* checkout, I applied a 20% discount code provided by the Honey app, which was accepted and displayed throughout the checkout process. The final price I was shown at the time of purchase was $7.99 per item, for a total of $15.98 before tax.However, after completing the purchase, I received an email receipt reflecting a different price. The discount was not honored, and I was charged $9.99 per item, resulting in a total of $21.23 after tax.I promptly contacted ******** to resolve the issue, requesting either the originally promised price or to cancel the items entirely. They refused both options, stating that if I no longer wanted the items, I would need to wait for them to arrive and then take them to the post office to initiate a return.While the price difference is only $5, the principle of the matter is troubling. ******** accepted the coupon during checkout but later altered the pricing without notice or consent, which feels deceptive and unfair. I am disputing the charge through my credit card company and believe this matter should be investigated to prevent similar experiences for other customers.

  • Initial Complaint

    Date:12/05/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 got a message saying "Description cannot exceed 2000 characters" so I attached what happened in the upload supporting documents section.

  • Initial Complaint

    Date:09/27/2024

    Type:Sales and Advertising Issues
    Status:
    Unanswered
    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 2/6/24, I ordered a few items from ********, owned and operated by Universal Pictures Home Entertainment. Order# GW1662663. I ordered through them because they had the best price on the Phantasm collection Blu-ray (product code **********). Apparently they realized they could get more money for it. About a week later I got a message from them stating that item was out of stock and they had already refunded my money ($14.59 after discount). I then noticed that they had raised the price of the item on their site. Normally a company will give you the option to wait until it comes back in stock. I told them that I would like it at the original price when available. Apparently it didn't take long because when I checked back soon after it was in stock on their site. So I said "hey can I get this now" and they said "sorry that was a mistake. We still don't have it." I then asked if I could be notified when it came back in. I never heard back from them. So sometime later I checked back and see that it's in stock, so I messaged again explaining the whole situation and they said "sorry we don't make price adjustments." I said "I'm not asking for a price adjustment I just want you to honor the original deal." I referenced a similar ugly situation with Amazon and how they s**** over the little guy just because they can. I said "show me you're better than that. Show me you want to do the right thing." They said "sorry we can't change the price for a single customer." Really??!! Deplorable customer service! The bottom line is this: it was in stock on their site, I ordered it, paid for it, didn't get it. I just want it for the original price I paid. I hate to put this on Universal because I'm a huge fan of theirs and I've been wanting to visit their theme park. This changes my whole thought process about that.

  • Initial Complaint

    Date:06/28/2024

    Type:Sales and Advertising Issues
    Status:
    Unanswered
    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.
    see Attached document

  • Initial Complaint

    Date:06/07/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    The company is the owner and overseer of the website gruv.com After purchasing a product, advertised as new, I received a damaged/defective product. Upon sending pictures as proof, they claimed a return would be started, but took no steps to follow through. They claimed the **** would be sending me a return label, yet I know this to be false as that is not the process when returns are done. After messaging them insisting they process the return properly, I received no response. They are deliberately ignoring legal processes in an attempt to keep money for a faulty product. This may seem small, but theft is theft and I cannot be the only victim of their dishonesty. I gave them every opportunity to comply and they have not.

  • Initial Complaint

    Date:03/29/2024

    Type:Delivery Issues
    Status:
    Unresolved
    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 placed an order (******) on the website and requested cancellation moments after placing, realizing I had made an error and ordered a movie I already had. I attempted to cancel via the website but was unable to. I then sent an email to support. The very next day I received a response it was too late to cancel. This is unacceptable that an option to cancel via the website or support within a day is not possible. Now I will have to deal with an RMA and shipping something back that should simply be able to be stopped.

    Business Response

    Date: 04/23/2024

    Hello - Can you please tell us which website/business you ordered from and what you ordered?  Thank you.

    Customer Answer

    Date: 05/17/2024

     
    Complaint: 21442772

    Not sure how to reply here.  BBB is asking to accept a response when you are asking for more info.  

    To answer their question, this was purchased on gruv.com.  

    Sincerely,

    ***********************

  • Initial Complaint

    Date:11/30/2023

    Type:Delivery 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.
    Transaction made on 11/21/2023 Fulfilled 11/24/2023 Paid: $27.99 + taxes Gruv agreed to deliver scooby doo blu-ray dvd product.Nature of dispute: item of lesser value delivered / incorrect item delivered / company will not cooperate in resolution; received copy of "Goodbye Monster" (est. value of $3.99).Order Number: ******* Item was advertised on Walmart.com on 11/21/2023 and is still listed on vendor website as of this submission; *****************************************************************************************

    Business Response

    Date: 12/14/2023

    The customer ordered Scooby-Doo, Where Are You!: The Complete Series (Blu-ray) and received Goodbye Monster. They reached out to us on 11/24 (Friday) and we responded on 11/27 (Monday) and processed their full refund, the refund was processed on 12/11/2023.  

  • Initial Complaint

    Date:09/11/2023

    Type:Sales and Advertising Issues
    Status:
    Unanswered
    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.
    Since mid-July I have attempted numerous times to upload the proper photos for my rewards points for Blu-Ray purchases of Universal films, which give points to members via "Universal All-Access Rewards" website.Every attempt is refused, stating the photos are incorrect; yet, I've uploaded the same photos for prior purchases in the past without issue. I purposefully make my Blu-Ray purchase choices based on the rewards I can get, and not receiving the rewards I am owed is purposefully misleading, unfair and a bad business model.I'd like someone, a real person, and NOT an automated email, to contact me (preferably via telephone) to make this right.

  • Initial Complaint

    Date:11/16/2022

    Type:Product 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.
    This company has property that belongs to me that it refuses to return.

    Business Response

    Date: 01/25/2023

    Consumer Response /* (2000, 9, 2023/01/24) */
    Complaints have been satisfied

Universal Pictures Home Entertainment is NOT a BBB Accredited Business.

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