Extremely rude and unprofessional customer service. I strongly recommend avoiding The Movie Store.
I genuinely tried to purchase an expensive €799 pre-order from this company, but their payment process was unnecessarily confusing and poorly explained.
Their website continued to display PayPal and credit card options, even though they later claimed those methods were not allowed for pre-orders. I initially paid through PayPal, but they cancelled the payment and refunded me minus the PayPal fees. Instead of clearly explaining the correct procedure from the beginning, they repeatedly told me to use a “bank transfer” without simply stating that I had to manually send the money from my own bank account using their IBAN details.
When I selected bank transfer, the website displayed the company’s banking information and marked the order as placed, but there were no clear instructions explaining what to do next. I politely asked several times where I was supposed to enter my information and how exactly to complete the payment. Their replies were dismissive and condescending. They accused me of “ignoring” information on the website instead of acknowledging that their checkout system and instructions were unclear.
They also repeatedly closed support tickets before the issue had been resolved, forcing me to contact them again and again just to complete a purchase.
Despite their poor communication, I was still willing to proceed. Because this was my first purchase from this store, I reasonably asked whether I could pay a deposit first and pay the remaining balance once the product was in stock and ready to ship. Instead of simply declining the request professionally, they cancelled my pre-order and stated that they did not believe they could provide the “purchasing experience” I was looking for.
Apparently, asking clear questions about how to send €799 to an unfamiliar overseas retailer is enough for this company to refuse your business.
The shipping cost was also expected to be approximately €200 and would only be finalized later, meaning the total purchase would have been close to €1,000. For such an expensive transaction, a customer has every right to expect clear instructions, patience, transparency, and respectful communication.
I have never encountered a retailer that makes it so difficult to give them money and then blames the customer for not understanding their poorly designed payment process.
No payment is currently due because they cancelled the order themselves, but the entire experience was frustrating, arrogant, and completely unprofessional.
Think very carefully before placing an expensive pre-order with The Movie Store, especially if you are an international customer.
