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Blockbuster

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Blockbuster seems to have a policy of turning the screws on its customers, charging extra fees whenever possible, "losing" videotapes and confusing everyone about how long five days really is.

The video rental business is expected to go the way of eight-track tapes any year now, so maybe Blockbuster's chief geniuses assume they can get by with abusing their customers for a few more years. Think they're right?

On the other hand, we might be wrong. Bob says we are. And he ought to know. He says he devotes his life to preventing late fees. John thinks we're all wet too.

Lauren of Cedar Creek, TX October 21, 2009

I have never had very many problems with Blockbuster, besides the fact that it is almost impossible to rent a video game because they never buy enough copies to rent, but one day I went there at 11 to rent a game/movie and the doors were still locked and they are supposed to open at 10. I was kind of mad because I drove all the way there and no one was there. I went back to work and tried calling until finally someone picked up at 11:30! I, as a consumer, thought this was unacceptable to be closed for an hour and a half after opening time. So naturally I called and filed a complaint with Blockbuster headquarters. They were very quick with the process and the woman even agreed that this was unacceptable behavior. I also told her that I have been going to this Blockbuster and have never had any problems with them until this time and I just found that out of character.

So I filed it and that was over. The lady said that the District Manager would look in to it so I thought the problem was solved. Well I went in to Blockbuster today and the woman at the counter asked me about it! I was shocked and taken completely off guard. I thought that a complaint was supposed to be private, not put on our account like an "F" on a permanent record or something. She apologized and said it was her fault and that she had read her schedule wrong. I said it was fine, which it was, I was just completely embarrassed and was shocked to learn that the information wasn't private. I guess I can't file a complaint about filing a complaint.

Tobi of Pasadena, MD October 19, 2009

We stopped using Blockbuster a few months back because at least 1 out of every 3 movies was defective and would ultimatley skip. They hire teenagers who obviosly do not care nor do they look at the returned DVD's to even check if there are marks on them that will make them skip. Friday the 16th of Oct was the first time we have rented in a couple of months because I wanted to watch "the Proposal" that was not out on demand yet. Right in the middle of the movie once again it skips. We cleaned it, we tried all of our DVD players and it still skipped... I called up to Blockbuster to complain and got a 10 year old by the name of Leanne who was the manager on duty.... all she did was hang up on me...

So I called her back so I could get her name and she was very sarcastic and said "oh I thought it was you that hung up.." Yea right.... anyway I am not going to deal with a teenager.... Blockbuster has gone down hill and their customer service has committed suicide. We went back on Saturday and was told we would have to wait for a copy to come in.... Not "let me call another store to see what we can do for you" or nothing.. Not "let me call YOU whan a copy comes in so you do not have to make trips to our store to see if we even have the movie"... nothing that is because they have NO CUSTOMER SERVICE SKILLS. We are cancelling our card NEVER to return to another BB.

James of Beachwood, NJ October 11, 2009

I was renting DVDs through their online rental service. I had noticed delays in sending/receiving DVDs on their part. These delays increased significantly until Blockbuster stopped sending DVDs. After a week of no DVDs being sent, I canceled my subscription. I had paid my subscription fee for the month, but received no DVDs. I lost 19.99.

Nancy of Letcher, SD October 5, 2009

Had for a few yrs. w/o problems, doing it online as their nearest store 100+ miles and anywhere else 70 mi. rd. trip. Closed acc't this year, Rec'd 1 of the movies but they showed shipped twice and that was resolved. After closing, rec'd copy of movie I had just returned and sent that back. I tried "help" wanting info. closed out and about movie sent after closing. 3 times, rewriting and submitted, was denied as "user name already in use. Tried e-mailing customer service but only rec'd " my user name" which is what I used. Rechecked acc't 10/2/09 and still not closed. Printed copies, movies out - nothing.

Today, 10/5 receive 2 e-mails for 2 movies never rec'd and/or would have been shipped after closing.They did not show on my account. Called, finally getting live person (not easy) and then have hard time understanding. I am to be credited, good, and would understand 20.79 but kept repeaatly asking 2x as 2 movies. She said yea. Go to my mail later and see @ time of call, rec'd 1 such movie so don't know unless wait 4-5 days. Called back, agian the automated, and spoke with Shawna, I understood and she did say both movies. Myself, I like to see things confirmed, not wait the 4-5 days and have to start over. I couldn't even find a phone number for them, choice of questions that did not pertain and letters that wouldn't go thru on-line.

Robert of Longwood , FL August 31, 2009

Like the other complaints I am reading, it appears now the practice is to charge you for the purchase of late returns and then play the shell game when it comes to a refund. On August 3, 2009 my bank card was charged 60 for "purchases" that were returned late. I waited a couple of weeks for the charge to be reversed and then contacted online customer service. I was told the credit would be given less the 1.50 per movie restocking fee in 5-7 business days. This week I followed up as I did see the credit on my account. I was told it was issued July 30, 2009, 4 days before it was charged. I emailed them again and told them it wasn't and was basically told tough luck. Their system said it was so I should check with my bank. They have no intention of giving anyone their money back unless they are forced to do so. They are crooks and shouldn't be allowed to continue this practice.

Jacquelyn of statesboro, GA August 28, 2009

me and Husband Steven pay 23.50 every month in savannah to rent movies all month long for free. At the first of each month we would repay.When we were moving steven went into the savannah block buster and told them we were moving and wanted to make sure we would be charged the 23.50 anymore they guranteed him that it was a month to month thing and we would not be charged 6 months later we find out that they have been charging us every month and we had no idea till today.We called to explain the mater they not only dont care but will not refund anything to us.

Linda of Ocala, FL August 26, 2009

I tried to redeem an e-reward which costs 25 for two previously reviewed DVDs. The Blockbuster store would not honor them. R. Hauck staff leader said sorry these expired a couple days ago. I tearfully explained my father-n-law passed away, and we had to rent a house so we could be close to my husband's mother and take care of things..and that we had just gotten back. My library books were overdue, etc.

He never said sorry for your loss... "Yeah, well, here, I can't accept this". I asked to see the manager..he said he was it. But graciously offered the corporate phone number. I called corporate Blockbuster, Spoke to Robbie. I could barely tell my story the loss, etc. The Corporate ALLEGED customer service Robbie, tried to tell me I was not really out twenty five dollars since it was a reward.

I'm taking my business elsewhere. What are they thinking. For twenty five dollars after a family tragedy. Robbie gave me the mumbo jumbo corporate speak about they did not actually issue the coupon codes so they can't reissue. There is no special code or account they can do? How compassionate. THEY OFFERED NOTHING. NOT MY PROBLEM. FOR Twenty five dollars, I can assure you I will not use Blockbuster and I will be sure to repeat how horrible they are to every one within earshot.

When times are bad, you find out who is decent and who is not. BLOCKBUSTER is not kind. They do not care. they Hide behind codes, etc. and do not stop to think about the person in front of them. I HAD a legitimate reward I earned. To Robbie it wasn't real money I was out. What a response.

Vivian of Arlington, VA August 26, 2009

I have used Blockbuster Total Access for about 3 years. For the first year and a half, they were very good. But, the service has gone to hexx in a handbasket, with movies taking longer and longer to come, and the selection becoming worse, with most movies showing either "long wait" or "unavailable" They changed the terms of the contract we have from "you can have a movie while you are waiting for us to mail the next one" without any notice what so ever to "if you pick one up, its the same as us mailing one to you", and we'll mail you the next one when you return that one. I've now been waiting for them to send me my next movie for more than a week. They should be sent to bankrupcy and get someone else to run them so that they can remain in business, or they will have no business left.

lisa of wheaton , IL August 12, 2009

Visiting Blockbuster Video in Wheaton, Illinois was a huge disappointment for my children and husband. Over the years my husband and I have noticed a decline in customer service and realize it has been a diminishing aspect of businesses. Due to owning a business in our previous lives we take notice in the unprofessional behaviour that is carried out in some of the retail stores, restaurants or other service industries.

Making phone calls and being placed on hold for long periods of time or being forgotten about all together is far too common. Customers are spoken to as if they are a nuisance and as if the customer is taking up precious time from an employee.

What happened to the days of people getting off of the phone to take care of the line of people at hand waiting at the registers? Actually, what happened to minimizing personal phone calls at work and why are people chatting on their personal cell phones on the floor of a business they only work for and don't own?

Saturday evening my husband visited our local Blockbuster at Danada Square in Wheaton and these are all the things that happened to him. He and our children took a trip to the store to divulge in straight sugar and to get copy of King Kong. After making the purchase my family arrived back at the house with a copy of the receipt for King Kong and candy but the movie was not in the bag.

My husband rushed back to Blockbuster and asked Robin, the store manager, if she could check if the movie was left behind the counter. He also asked her to check the video camera to show proof he had already purchased the DVD and to help locate the movie. She said it wouldn't do anything because she was standing in front of it.

Robin finally made her way to the back to check the video feed and after coming back onto the floor, used the same stock answer of she couldn't see anything because she was standing in front of the camera. Robin never offered to look for the movie behind the counter or offer any sort of help to locate it. She then went back into the back room and did not come out.

So my husband turned to the gentleman that was on the floor (I think his name was Shannon) and asked if there was another copy available. He answered yes and stood there. So my husband asked him if he could get it for him, which he reluctantly did. The attitude that proceeded was basically my husband was being ridiculous over a movie. He asked my husband if he had any other problems and continued with his personal conversation on the phone and left a line of people standing there.

Through the entirety of this, there was another gentleman who was working and trying to help my husband. He was the new guy on staff and knew very little. This is not his fault, though. As a new employee, he too, should have been receiving help from the other employee or from the manager who had not come back onto the floor yet.

As my husband left the building he told them that I would write a review on the customer service at Blockbuster. The gentleman then said over a five dollar movie. My husband looked at him and said, You just got it, over a five dollar movie.

When my husband came back home half and hour later (we live two minutes from Blockbuster) I called the store and asked for the names of the employees on duty. Shannon answered and then he put his Manager Robin on the phone. When I asked for the other gentleman's name she told me she could not give it to me. This is probably part of protocol so I informed her I will report Blockbuster to the Department of Consumer affairs. We paid for a movie that we still do not possess.

Regardless if the issue is over a movie or not, it's the principal of the matter. My husband paid for a movie that was not put in the bag by an employee, so why should he have to purchase another one on account of their mistake? As a paying customer there is no reason for the treatment of any person to be so poor.

With a manager working the floor this issue should have been resolved immediately and should not have escalated to do this level. The worst thing, as a two time business owner, this is an employee that is doing damage to a business she does not even own. By the end of the visit my husband was frustrated and vowed not to ever visit Blockbuster again.

Karen of St. Louis, MO July 21, 2009

My 20 year old son purchased a 7 day unlimited video pass for 15.00 - the first few days were fine. On Thursday evening, July 16th, he was told by the manager that he did not have a credit card on the account and could not rent any further videos, but could rent a movie. My son kept the same video game, Friday evening resulted in the same.

I called and indicated that my son did not have a credit card and as the pass was sold to him without the credit card, they had to honor the pass. He was adamant that he could not rent a video game to him, but he could purchase a movie. He was abrupt, rude, and impatient. I asked why he could rent a movie, but not a game as the pass had been purchased. His response was that movies cost 25 on average and games 65.

I again ask that he honor the agreement, or refund us the 15. He stated that we would need to speak with Vicki, even though he stated he was a manager. The following morning (July 17) I spoke with Vicki, she stated that a meeting had taken place where Blockbuster employees were threatned with losing their jobs if the video game pass was sold without a credit card. I explained this was not my problem and expected the pass we had purchased to be honored or a full refund given. She stated that there was a credit card on our account, but each time it was charged a 1.00, it was rejected.

My question is 1) why are they charging anything to the account if it is meant to be held in the event a video game is not returned and 2) why did they not honor the video pass purchased if they did in fact have a credit card on our account. She said we were credited the 15.00.

My husband had to go personally to the store location as they had not credited our account. When my husband asked for the credit, they stated my son had taken 5 games and that was worth 15.00. In response, my husband stated that the week's pass was supposed to be unlimited which was a benefit we paid for and did not receive. After 15 minutes of making a scene, they finally agreed to credit our account.

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