[X]

Blockbuster Inc.

Star Empty star Empty star Empty star Empty star
1.0 out of 5, based on 2 ratings and
34 reviews & complaints.
www.blockbuster.com/

Most Popular | Newest | More Options >
More filter options:
Blockbuster Took My Money
Posted by on
SEFFNER, FLORIDA -- The Blockbuster store I am complaining about store #12377. It is located at 806 Dr. Martin Luther King Jr Blvd, Seffner, FL 33584.

I have been a Blockbuster customer for years and have never had a problem in any store I have gone into. I moved, and decided to go to above store; however I couldn’t find my card. I have always been able to use my Drivers License, but the guy at the counter said he couldn’t find my account, so I reopened another account at that location. I gave them my debit card information with the understanding that they were a legitimate, respected company and would use the information responsibly. I rented a couple of movies, and left them on the roof of my car as I drove off.

They charged my card and then I proceed to rent more movies there. I usually rent about 5 at a time. I rented a few with no problems, and low and behold after just a couple of times renting at this store, they are now claiming I did not return a movie. I was checking my bank account online, and noticed a $10.69 charge from Blockbusters. I didn’t know what this charge was so I called and spoke with one of the associates. He informed me the charge was from Dora the Explorer that I did not return. I specifically remember returning that movie, because at first I couldn’t find the case and had to search my son’s room for it. I found it and when we got to Blockbusters I put the movies in the drop box and my son got all upset because he thought I threw his Dora movie away. I told him that I returned that movie and he said he would look.

While I was on hold, I thought about it and I never received a phone call from them telling me I had a movie out late. I had recently changed my cell phone service and got a new phone number, so I thought that I hadn’t updated my phone number. When he came back and told me he couldn’t find it, I asked him to update my phone number. He sighed and asked me what my number was and I gave it to him. He said that was the number that they had on file for me. I didn’t specifically ever remember giving them my phone number, but asked him if they had my correct phone number why I didn’t receive a phone call about an over due movie, I may have been able to get this fixed 2 weeks ago.

He then told me that the computer shows they did call me, and mentioned that I had a movie out that was one day overdue, and that I would start receiving phone calls tomorrow about it. I went on about the movie I just paid for that I do not have. He said he looked and they didn’t have it in their store. I told him that I would be in, to find out more about this. I went in and told him that I wanted him to find my movie. He took me to shelf where it would be and showed me that it was not there. He said that when I spoke with him on the phone that he looked in a mix match drawer. I asked him to look again, and he did not. I asked him if they had a defective drawer that it could have gotten thrown in and he didn’t respond and walked behind the counter to talk to another associate. He told me I could talk to the store manager tomorrow.

It concerned me that he said my number was correct in the system, even though I didn’t receive any calls, that he says that computer shows that I did get, and also that he made no effort to look for the movie while I was in the store. When I left and got home, I thought about it and regardless if I could get this problem resolved store level, I would never return to that store again, because I think that something is not right there, I don’t think they look for movies, or care, or try and cover up their own mistakes at the expense of the customer. So I went on-line and emailed Blockbusters and explained the situation and told that I would never return to the store again, however whether or not I continue going to any Blockbusters ever again is dependent on whether or not I get my $10.69 back.

I told them that there are way too many options out there to continue going to a company that took my money, which is what they did, because they took my money and I received no benefit at all from it. I don’t have the movie but I’m out $10.69. They have my movie somewhere and now have an extra $10.69. The next day I returned the movies that I had previously rented, when I returned my other movies and asked the girl at the counter to give me documentation that I returned these movies. She asked the same guy that I spoke with the day before how to do it, and he told her to print a history.

She did and handed the receipt to me. It had notes on the receipt that he had put on my account about my visit with him yesterday, saying that I was upset and rude to him. I was absolutely upset, he was telling me I didn’t return a movie, that I did- he was telling me I got phone calls that I did not receive, and would not look for my movie while I was there in the store, even though he claimed to look for it while I was on the phone. I just kind of chuckled when I saw the comments on the receipt because in the end I get the last laugh.

There went a large amount of money that I would have put into that store. One day he will grow up and realize that it’s customers that give him a paycheck, and if he continues acting the way he does and loses more customers, he’s going to be looking for a new job when it shuts down because it’s not making any money. He can say what he wants about me, in the end I’m one of the reasons he got a paycheck and that reason is gone. Though it doesn’t seem like a lot of money, it’s still my money. I work to hard for my money, for someone to just take it for no reason. I don’t have $10.69 to just throw away.

I have not received a phone call as of yet about my complaint so I guess Blockbusters doesn’t care if yet another customer is gone, because they got their $10.69. I will now post this on any consumer complaint board that I can find on-line.
     
Read 20 RepliesAdd reply

User Replies:

Anonymous on 2008-09-04:
Never never never give your debit card number no matter how reputable you think the company is. It is too hard to contest the charges on a debit card.
yoke on 2008-09-05:
When I used to rent from Blockbuster I used to hand deliver the video's back to the store and get a receipt right then and there. They didn't like it but I was tired of returning video's in the slot and never getting credit for it and getting overdue fines.
heaven17 on 2008-09-05:
"I rented a couple of movies, and left them on the roof of my car as I drove off."

??
Principissa on 2008-09-05:
We ALWAYS go inside the store to return the movies we rent on the rare occasion we rent a movie. Wasting 5 minutes to get a receipt proving that we returned the movie is a lot cheaper than spending the 30.00 they charge to replace it.
Anonymous on 2008-09-05:
We seldom use Blockbuster anymore. Cox Cable's video on demand usually has something we can watch. If it's HBO, Show Time etc it's free. The new releases like you will find at Blockbuster run about $4.00 and you have 24 hours to watch them.

Our Daughter gets most of the movies they watch from the local library, they are free to check out.

Our Daughter gets most of the movies they watch from the local library, they are free to check out.
Anonymous on 2008-09-05:
With Redbox, we NEVER rent from BB anymore, and rents for only 1.00. We can get PPV off DirecTV for about 4 bucks but rarely find anything worth that price.
bargod on 2008-09-05:
I don't rent from BB anymore but, I do buy from their "previously viewed" section. For a few dollars more than renting you get to keep the movie.
Anonymous on 2008-09-05:
That's strange about the "Our Daughter" line? I only typed it once.
old fart on 2008-09-05:
Like I asked Basher.. do you have a "duplicate" key instead of a delete key..??
Anonymous on 2008-09-05:
I recently discovered Red Box too, and love it, the only problem is sometimes you have to wait in line for quite a while, but it's worth it to only spend a buck to rent a movie.
Anonymous on 2008-09-05:
With "On Demmand,Pay Per View,Redbox,and Netflix" I'm surprised people still go to places like Blockheadbuster and Hollywood video.
Anonymous on 2008-09-05:
Hollywood video still around? Ours closed up some time ago.
thebishop on 2009-03-29:
HollyWood video is bankrupt. When you take out a movie it is considered leasing... you wouldn't keep a car and not pay for it would you? It would get repossesed. You signed on to there terms when you became a member unfortunately.
Poople4 on 2009-08-20:
it's blockbuster, not blockbusters.
tnchuck100 on 2009-08-20:
It's "It's Blockbuster", not "it's blockbuster"
jktshff1 on 2009-08-20:
tn, it's blocksuckster.
They are anti 2nd amendment. They have a sign on their doors that says "thugs and robbers with weapons are permitted to come in and rob us and our patrons, those that are responsible citizens and are legally permitted to carry firearms are not".
Wouldn't p on them if they were on fire, much less give them a penny of my money.
tnchuck100 on 2009-08-20:
jkt, it has got to be a major comfort to criminals knowing that persons with concealed weapons permits are barred from so many places where they are likely to perform their deeds.
MSCANTBEWRONG on 2009-08-20:
I just buy my movies off DTV. No muss no fuss...no late fees.
jktshff1 on 2009-08-20:
don't buy, rent or watch too many movies. kind of like pro sports, ain't none of them worth what they are getting.
MSCANTBEWRONG on 2009-08-20:
jkt...I have to buy NFL Sunday ticket every year or my husband will die of Buffalo Bill withdrawals....
Close commentsAdd reply
Blockbuster Express issues fraudulent charges against accounts
Posted by on
I rented a movie for $1 on the Internet www.Blockbusterexpress.com on 7/10 via their website www.blockbusterexpress.com. I picked up the movie (DVD) at the machine located at Tops Super Foods. I watched the movie and returned it to the machine before 9 PM on 7/11 so there would be on charge. The movie was a 24 hour rental due before 9PM.

I mistakenly inserted the container without the actual DVD and got a message no DVD was included but the container was not returned. The machine should return the container as without it, there is no way to return the DVD. Anyway, I went into the store and the clerk told me this had been done before, she even showed me DVD’s in plastic bags. The clerk told me to bring the DVD back in a plastic bag. I went home immediate, got the DVD and returned to the store in a zip lock bag, before 9 PM on 7/11, with a copy of my online rental receipt so there would be no mistake it was my movie being returned ON TIME.

When I got home, I also email Blockbuster Express via the website that I had done this. That I mistakenly had put the container in without the DVD but that the DVD was in the store in a plastic bag with my online rental receipt.

The next week I noticed two charges fo $1.06 each were pending my bank account ( on hold) for the one night rental and one night late fee on this movie. I emailed Blockbuster customer service and never got a response, but the late charge both charges were deleted from my account on hold and not applied to my balance.

Now over 2 weeks later, I got a charge back on the $1.06 rental plust now I am got billed $26.50 for the movie. I called Blockbuster 800 number, and they said they couldn't do anything that the store had to call them. I went to the store and they said the Blockbuster guy that checks the machine had been there twice but refused to take mine or another movie with the same problem. They called the help desk and was told I had to call Blockbuster, but I had and the help desk (I think I got India) said the store had to call them.

Last week I again emailed Blockbuster Customer service explaining the movie was at the store inside awaiting pickup and that their representative had refused to take it back. He allegedly said he had to talk to his supervisor. I also went back to the store yesterday and the movie is still there.

But this is plain old fraud. I returned the movie and on time. I have emailed and called Blockbuster. The store keeps giving me the runaround. They claim it isn’t their business, yet the machine is on their property and they took the DVD. It sits under the cash register's desk at the store. And I have paid $26.50 for a movie I returned on time. Plus as of 8/23, there are DUPLICATE charges against my bank card for this rental. And when I called today, they couldn't understand why, but they couldn't do anything either. Firms that use India for customer service calls should state so in they contracts. I know I would not use them.
     
Read 17 RepliesAdd reply

User Replies:

Anonymous on 2010-08-21:
I'm not surpised by this. A lot of thise video store managers are annoying, think they have some "entitlement". Blockbuster must be getting desperate. I'm surprised they're actually still in business, with Netflix, on demand, and the red box, I no longer go to blockbuster for movies any more.
drugdoc121 on 2010-08-21:
This is an incredible predicament and frankly, sucks!
smarty_consumer on 2010-08-21:
Dispute the charge with your credit card company.

Redbox has the scanner code on the disc itself so this can't happen.

Venice09 on 2010-08-21:
I can't believe Blockbuster is still in business. There are too many other options now. You'll probably never get your money back. Sorry.
MRM on 2010-08-21:
Theres a Blockbuster store still open in my area and they are not planning to close down any time soon.
Venice09 on 2010-08-21:
We have one too, MRM, but I was never a frequent patron. I have no idea how their business is doing. We get our movies for free at the library!
Anonymous on 2010-08-21:
I've heard for the past few years that several locations of Blockbuster were going under, but the one in our town is still here. For how much longer, I don't know? I know I stopped going there. I prefer Hastings or Red Box.
MRM on 2010-08-21:
I visit my local Blockbuster due to the proximity to my house and they have great rewards for membership.
Anonymous on 2010-08-21:
Does Blockbuster have better movies for rent than the full-length feature film showing here today at M3C?

Ript and I are going to start charging admission to our shows.
clutzycook on 2010-08-21:
I didn't know that Blockbuster had rental kiosks now. Got to at least give them props for attempting to stay in business. I still prefer Redbox, though.
GenuineNerd on 2010-08-22:
The DVD's used by Blockbuster Express and Redbox use codes that electronically scan the DVD as its being returned. You should always make sure you put the DVD back in the case after use before you return it. Blockbuster Express uses black cases that the discs slide in to on the end, while Redbox's open like a CD case. And the DVD has to be put back in the case code side (or label side) up.
PepperElf on 2010-08-22:
personally I'm not a big fan of the rental kiosks. you only get what's popular and... the other people renting might not be too gentle on the dvds
Anonymous on 2010-08-22:
I think the $20 monthly blockbuster service is a good deal--unlimited through the mail, plus I get 5 in-store exchanges per month as well (and during last Christmas through March, it was unlimited). If I had TiVo, I could get on demand as well, but I'm leery of them. I don't use the Blockbuster machine because the closest is too far from my house. I don't really see how the availability of competition makes them any less a viable business (I don't think the problem is with the business model itself; the problems appear to lie in management decisions).
BBX on 2010-08-23:
Terry,
Thank you for your continued communication to Blockbuster Express. Refunds have been submitted in the amounts inquired about and an email was sent to you with the details.In addition, a promo code was provided for a free one night DVD rental of your choice due back by 9pm the day after rental. We do apologize for any inconvenience this may have caused you and thank you for allowing Blockbuster Express to serve as your entertainment of choice.
TEEman on 2010-08-24:
Well I got your voicemail yesterday that it would be resolved by the end of the day. I see this comment from yesterday also.
As of the close of banking today. No refund yet. No email and no promotional rental. Guess I will see if it comes tomorrow. Sorry but not holding my breath, but at least someone responded is at least a positive manner. Now if I get my refund, and I am afraid that might be a big if, all will be finalized.
TEEman on 2010-08-25:
Well I have to take my hat off to My3cents. BBX, (actually NCR -- the parent company that owns Blockbuster Express) got involved as I guess they Googled this complaint. And today, I finally got both the full price of the DVD movie and the duplicated rental fee refunded. Now lets hope it doesn't get re-charged. But I am done with Blockbuster Express. It took 7 weeks on intensive follow-up with emails all over the place, numerous calls. And if I had not placed this review on my3cents, I wonder if I would have ever gotten satisfaction.
I never got the email for promo free rental they claimed I would get for the mistake but that are refunds were my primary concern.
jktshff1 on 2010-08-25:
Blockbasters is anti 2A...all their stores in states that allow a person to defend themselves are posted....signs saying responsible people that abide by the law are prohibited, criminals and scum that have no regard for the law are welcome. As in being posted against me legally carrying my handgun for protection. I do not do business with them and encourage others not to also. Sorry for the rant.
Close commentsAdd reply
Blockbuster Customer Service
Posted by on
Blockbuster's service has gone to pot over the past couple months. I have emailed them to complain about ten times and finally sent them the following email. You won't believe Fredrich's (a customer service rep) response... then again you probably will.

Understand that I have received quite a number of responses over the past couple months. Every one of them tries to come up with a possible explanation for the latest example I wrote to you about. Not one person has taken the time to look at the big picture. Here goes one last time before I cancel and go back to Netflix…

1. There have always been more than enough movies in my queue and the top ones are always available. The representative who creatively explained that my problem was that the ones at the top weren’t available until tomorrow has no idea that Tuesday’s releases are available by mail on Monday. This is scary because there aren’t that many policies he needs to know to do his job. I never add new releases to my queue until the weekend before their release.

2. For years and years and years, aside from at most a handful of times, every time I dropped a movie off at the store, a replacement was shipped to me the very next day. ALWAYS.

3. For at least the past two months, nothing is ever shipped the next day, nothing is ever shipped the day after that, and on the third day I usually receive an email saying that the movie I returned to the store has been received by your warehouse. I don’t care about this and I turned this email notice off in my online options many years ago, but for some reason at the same time my problems began, I started receiving these notices again. Anyway, on the third or fourth day I am usually sent one or two movies and a few days later the remainder.

4. Every weekend I add the big name releases that are releasing on Tuesday and move them to the top, so my queue is not filled with obscure titles that need to be shipped cross country. As I stated previously, if I returned my three movies over the weekend, three of the new releases were always shipped to me on Monday. ALWAYS. For the past few months, not one time have they all been shipped to me by the end of the day Wednesday.

I will ask again. Can someone please pass this problem up to someone with authority past the level where the representative has the choice of a dozen canned responses to choose from. This is not an isolated instance. I want to know what changed over there that made a great service a horrible one. Thank you… again.

Oh, and please DO NOT say “please let me know if there is anything else I can help you with” unless you actually help me this time. Thanks.


Fredrich's response:

I understand that you are waiting for your third movie to be shipped.

Our goal is to ship the movies that are most important to you as reflected by the top priorities you've set in your queue. Instead of sending something from the middle or bottom of your queue, we may skip a shipment for an extra day or two so that we'll always send the titles you want most.

It appears that five of your top selection are yet to be released on 10/13/2009. Once these titles are made available, rest assured that they will be shipped to you.

We recommend you keep 15 or more "Available" movies at the top of your queue to keep movies coming and ensure prompt shipment.

Let me know if there is anything else I can help you with.

Fredrich
Blockbuster Customer Care

     
Read 13 RepliesAdd reply

User Replies:

Anonymous on 2009-10-12:
Netflix!
Anonymous on 2009-10-12:
Go to the movie theater!
PepperElf on 2009-10-12:
public library!

hey you can't beat free.
Anonymous on 2009-10-12:
Netflix was doing this same thing for a while. IIRC, they call it "throttling" and use it on their highest volume customers. the newer, or lower volume customers get the movies shipped first. ANNOYING!

(and yes, I giggled at the reply from the employee; he clearly just chose a canned answer having zero to do with the inquiry)_
MRM on 2009-10-12:
Speaking of movies, I will rent Land of Lost when it comes out tomorrow, as well as, Year One.
MRM on 2009-10-12:
And as usual, I will copy the movies, bypassing the copy-protection scheme, and return the movie the same day. I can watch my movie whenever I like!
MRM on 2009-10-12:
Booyah!
Anonymous on 2009-10-12:
Redbox.
Skye on 2009-10-12:
ComCast, On Demand. We will purchase a movie, usually have it for 48 hours, if we like it, I'll order from the website I use.

Nothing to go out and rent, wait for in the mail, or have to deal with mailing back.

I don't much of a future for Blockbuster anymore. Maybe for game rentals.
ejack053824 on 2009-10-12:
I like Redbox to. Blockbuster has gone to the crapper!
Anonymous on 2009-10-12:
MissMarple is right, Redbox is great.
KCRovert on 2009-10-12:
Can't go to the theater, jtf. too many people out there these days think of the theater as their own personal living room...talking, kicking chairs, chatting or testing on their cells phones. It's just too hard to withstand the desire to throttle them!
andbran on 2009-10-13:
I have blockbuster online and love it. now I mail mine in and get them within 2 days. and sad to say I have about 150 movies in my queue. I usually wait a week when the new releases to put the new ones in front.
Close commentsAdd reply
Incident - The Hardy Boys - Scratched Disc Received
Posted by on
To Whom It May Concern;
Dear Michelle T., and Michelle T's Supervisor,

I tried several times yesterday Sat May 16, 2009 to report the problem on your website but your website was down for "remodeling" to improve your customer experience.

I pay for and enjoy watching the DVD’s on my free time - weekends. I had no idea that I could not report the problem after I returned a video.

* BLOCKBUSTER Total Access Premium
* $34.99 / month (plus taxes)
3 at-a-time, Unlimited mailings
Unlimited in-store movie exchanges

I would suggest you email these kind of requirements when enrollment begins or as you change the rules, not when a problem arises. It makes it seem as if you do not care about your customers problems as much as you care about not being wrong.

I would ask that you send me 2 coupons because the Hardy Boys was a 2 disc series and I was unable to watch the series as well as unable to report the problem (due to no fault of my own) and I got no empathy (from Customer Care Rep Michelle T.) for the problem, just excuses which really makes me want to change to Netflix.

As a courtesy I'd like to request you forward my complaint to a supervisor. I am very disappointed in the response I received from Michelle T.

I paid for the Total Access Premium so I could receive undamaged DVD's in the mail and then return them to the store for a free in-store rental. I find it humorous Michelle suggests my regular service as a solution to being shipped damaged DVD. Is that Blockbuster's official answer to shipping damaged DVD's instead of workable ones. I don't think that's what I signed up to get and I believe it maybe illegal to falsely charge for a DVD rental and send unworkable DVD’s with no reimbursement for the charge of the rental.

I appreciate you sending this letter to Michelle T’s superior and hopefully they will respond in a more caring fashion then she did. Her signature is very disingenuous.

Sincerely,

Larry Simpson - a very dissatisfied customer

-------------forwarded message---------------

On May 17, 2009, at 4:15 PM, Michelle T. wrote:

Dear Larry,

Thank you for contacting Blockbuster Customer Care.

I understand that you received a damaged movie, "Walt Disney Treasures: Mickey Mouse Club Featuring The Hardy Boys 1956-1957 - Disc 2".

Since "Walt Disney Treasures: Mickey Mouse Club Featuring The Hardy Boys 1956-1957 - Disc 2" has already been checked in, I don't have the ability to report the problem for you.

In the future, we would very much appreciate reporting an issue online before sending the damage disc back. This helps us track down the damage DVD before getting shipped to another customer. Additionally, if you ever receive any damage discs, you can always take the DVD in its return mailer to a local Blockbuster store and exchange it for a free in-store rental as part of your Total Access benefits.

As a one time courtesy, I'm sending you an e-coupon. Just print it out and present it to any participating Blockbuster outlets for a free movie rental. You will be receiving a separate email within 24 hours and please also check your spam folder.

To ensure consistent, prompt shipments, please keep more than 15 "Available" titles at the top of your queue.

Should there be anything else, feel free to let us know.

Always here to help,

Michelle
Blockbuster Customer Care

Customer (Larry Simpson)
05/17/2009 03:52 PM
Hello, We received the Hardy Boys disc 1 and 2 and disc two was badly scratched I tried to report it yesterday but your website was down. So I returned to the store and wrote on the envelope damaged and put a sticky not on it. I came home to report and see that I can only report the DVD's I currently have in my possession.

I'd appreciate it if you credit my account.

Sincerely,
Larry Simpson
     
Read 3 RepliesAdd reply

User Replies:

goduke on 2009-05-18:
Illegal? Really?

In any DVD rental world, you have the possibility that you can get a scratched disk that doesn't work. As a matter of fact, I just got one from Netflix. Here's what I do: put it in an envelope and send it back. If I can get to the site and report it as scratched, I do. If I can't, the sun still comes up tomorrow.

I seriously doubt that the Total Access program guarantees that you'll never get a scratched disk. That's a bit unreasonable.
Anonymous on 2009-05-18:
There are no guarantees in life, especially when it comes to DVDs. Unless a customer reports a problem, Blockbuster has no way of knowing the DVD is scratched. If I'm not mistaken, you rent a two-disc series for the price of on DVD, so you've been compensated.
RestaurantGuy on 2009-05-18:
Just re order the dvd. You have unlimited dvd rentals so return the damaged one and then go to the website and re order it. Doesn't cost you anything
Close commentsAdd reply
Blockbuster Poor Service
Posted by on
MIAMI, FLORIDA -- The Blockbuster store I am referring to here is located at: 13011 SW 112th Street, Miami, Florida 33186. 305-388-5562. It is store No. 12404.
------------------------------------

I have been a Gold Member from blockbuster and have never had a problem with their service until tonight. I went with my 10 year old son and wife to rent some movies. There were two employees on the night shift at this location, one by with the tag name of "Kay" and another by the name of "Andi".

I took one movie from the shelf in the wall and Andi said to me: "You can't rent that movie", so I politely replied: "Why not? It's on the shelf" and she said to me with an attitude: "Because its not out until tomorrow, can't you read the sign?" (she was referring to a small hand written paper sign with tomorrow's date on it). At this point, the other one "Kay" jumped in saying sarcastically to "Andi", "Looks like we are going to have to make bigger signs for some people".

Astonished, I looked back at "Kay" and said to her: "Please don't give me an attitude, I'm a customer." And she said, "We're not giving you attitude you're the blind one that can't read the sign!". And she turned to Andi and said: "Some people are so dumb, I just can't wait to go home" (it was 10:40pm).

This really offended me and I replied, "Wow, you guys really need to learn about customer service." and I continued browsing what was on the shelves. At this point I felt like walking out of the store and changing to Netflix or something. But then I reasoned that this was not the Brand's fault but rather an employee training/ selection issue.

When it was time to pay, there was no one on the counter. They had me wait about five minutes intentionally and then Andi showed up to process my order with an evil grin. I said to her, "You guys are making a mistake treating me like this. I'm a Blockbuster Gold Member and I've always been a good customer spending lots of money in this store." She replied: "Oooooh a Gold Member, WOW!" I said, "Yes a Gold Member and not only that, I will be complaining with your store manager about your sarcasm" and she said: "Well Mr. Gold Member you have $7 dollars in late fees, and this is how we make our money so you have to pay up before I can rent you any of those movies". I said, "yes, I know and of course I'll pay it, but at any rate this is not how you make your money, but clearly how the company makes it."

Then Andi went on to type in the computer system that I'm a "complete a**hole" for other employees to see when in reality I was the victim of their lack of customer service skills. I have never been called an "a**hole" in my lifetime. And this front line employee goes on to type it in my Blockbuster Receipt as well!

And yes I have the copy of this receipt, with the word "a**hole" typed in and with the blockbuster branding on it! Talk about proof of a customer being mistreated with verbal abuse.

I feel aggrieved with the lack of customer service from this store. I was treated with verbal abuse and sarcasm from two employees in front of my wife and 10 year old son, and have the proof. Three witnesses and a typed blockbuster receipt with the words "complete a**hole" on it.

I'm sure these two employees were probably having a bad day and decided to vent it with me, but why should I as the customer have to put up with this?

If you went to any store and someone put on your receipt "complete a**hole", what would you do?

PS. The CSR No. on my receipt from Andi is 08874. I don't have the other CSR number but she had a tag with the name of "Kay".
     
Read 8 RepliesAdd reply

User Replies:

Hugh_Jorgen on 2008-01-22:
Have you done anything other than post this here? Did you call the store manager? The district manager? Netflix is killing Blockbuster, they don't need to be alienating customers. I would be curious as to their reaction.
Principissa on 2008-01-22:
Wow, I would have been on the phone with the customer service hotline in the store. That was horrible treatment and I'm sorry your son had to hear such filthy language. If I don't talk like that in front of my kids I'll be darned if I let some stranger do it. I hope you follow up with the store and district manager as well as their corporate offices. Make a copy of and save the receipt so that you have proof of your claims.
Anonymous on 2008-01-22:
I hope you do speak with management or customer service, please update us if you hear anything back. I hope they take appropriate action and the clerks learn that they cannot treat customers in that manner.
MRM on 2008-01-22:
How rude indeed!
wrongheaven on 2008-02-29:
This story sounds fishy to me - there is no way that information can be added to the receipt, so the "complete a**hole" bit is obviously false.
brucedx315 on 2008-08-06:
I'm a little skeptical of this review myself because I do work at Blockbuster and I know we can't put comments like that on the receipt. Nonetheless, if this is true, it's outrageous how those two treated you, they should've been fired. I mean, I get impatient with our customers and standing for 7 hours isn't fun, but I never give my customers attitude. I'm sorry for your experience.
cidvalue on 2009-01-28:
Of course I have the Receipt. The manager did call, apologized and was very convincing. The employees were not fired but a year later I still see them sometimes and they've treated me fairly ever since. So, nuff said. Thanks to all for your comments.
thebishop on 2009-03-29:
Kay would be the manager on duty. and yes it could be added to receipt its called printing a hist!
Close commentsAdd reply
Customer Unfriendly Drop Box System
Posted by on
BALTIMORE, MARYLAND -- Renters Beware!

Here is the letter I have sent to Blockbuster's corporate office. It explains the situation.

Blockbuster
Written Complaints Department
P.O. Box 143364
Irving, Texas 75014


To Whom It May Concern:

I am currently disputing an inaccurate $52.52 charge placed on my Bank of America credit card by BlockBusters on September 9, 2005.

The situation:
I rented 4 movies from BlockBusters on 8/21/05 – Lord of the Rings III, Hostage, 7 Seconds and Muppets Wizard of OZ. I returned 2 of the 4 movies - Lord of the Rings and Muppets Wizard of Oz on that Friday 8/26/05. They were returned in the drop box. On Wednesday, August 31, I returned the other 2 in the same drop box.

The next thing I know, it is September 14, and I am online checking my Bank of America balances and I have a $52.52 charge on my credit card!! I called BlockBusters and spoke with a Danielle who told me NONE of the movies were returned and the charge would not be reversed. I asked her if she was sure they were not there, she informed me that she just had done inventory and again she said they were not there. I asked her how that could be possible because they were returned on TWO SEPARATE days!! How did they all get missed during the drop box check in process on TWO SEPARATE days? I asked to speak to the manager, she said his name was Paul and she wasn’t allowed to give his last name, but he wouldn’t be in until Friday after 12 noon.

In my complete frustration, I called my local police department, requesting to file a report about these missing movies; I think they were stolen from inside BlockBusters. That is the only conclusion I can come to since Danielle said she was sure that they were not there and that is where I left them. Unfortunately, the officer said I could not file a report because the movies were not taken from my possession. The officer told me that BlockBuster would have to file a report since the tapes went missing while in their possession.

On September 14th I went online to email BlockBusters corporate office requesting a refund and an investigation done about the missing movies. As of today, September 21, 2005, I have not heard anything regarding my email.

I called BlockBusters on September 15th, figuring there had to be a manager on duty during the day. I was wrong, all I got was the Assistant Manager named Mike, who said there was nothing he could do and he was recently transferred to this store 2 weeks ago!! He told me I would have to speak with Paul.
I called again on September 20th and spoke with James, another assistant manager, who said he didn’t see the movies, and there is nothing he could do, I would have to speak with Paul. He told me that Paul comes in at 8:30am. I asked if he could have Paul call me since I have made numerous unsuccessful attempts to talk with him. James said, “No, the manager does not make calls.”

Finally, today, September 21, 2005, I got to speak to Paul. Once again, he said the movies were not there. I informed him that the movies were returned on TWO separate days in the drop box and I do not understand why they cannot find them. Completely frustrated, I asked Paul for the name, number and address of the District manager. He gave me the name Irvin Richardson, informed me that he was on vacation, and gave me a voice mail number 800-940-2232 ext 21135. Paul said he did not have office addresses for any District, Regional or Corporate offices. He said Mr. Richardson has been using an 8700 Liberty Road, Randallstown, MD 21133 store as an office.

I am requesting an investigation be done about these movies and a charge reversal be done on my credit card about this inaccurate $52.52 charge. I would also like to speak with some about ideas that would prevent this kind of situation from ever happening to anyone else. It is unfair for a company to have a system in place where the customer has to provide the burden of proof, but that company has designed the system in such a manner where the customer is never able to provide the proof! That is unfair!

I would appreciate a prompt response either by phone, regular mail or email.

Thanks for your time and attention.

Sincerely,



Shelley N. Taylor
     
Read 6 RepliesAdd reply

User Replies:

yoke on 2005-10-03:
I had the same problem with Blockbuster at the rocky Hill Ct store. I dropped the movies off at 2 separate times and was told the same thing. you get employees just put the movies back on the shelves without checking them in. I finally got my money back. but you are right the employees wojn't give out any info on the manager and they won't give you the info on the district office. I learne dfrom other people in town that you have to physically hand deliver the tapes and insist that they scan them in in front of you. If they say no, then you bring them up to the register when you go to check out movies and then they have to scan them in then. I willnot rent from blockbuster anymore.
Anonymous on 2005-10-31:
I should ask my nephew if they are going to teach this novel in his English class.
kittysoma on 2006-03-22:
I am a Blockbuster customer and also a former employee of the company. Not all the people that work there are lazy but there are some that are including the management.At the store that I worked at on Sunday mornings we would have a print out sheet of all the movies that were supposivly late (this was called "found on shelve" or "fos")and we would have to try to find them. The employees were allowed to check out 5 movies a week for free but if we were late turning them in we had to pay the late fee. We were not allowed to check our movies in ourselfs that had to be done by the manager on duty. One day while I was doing the whole "fos" thing I found the 2 out of 3 movies that I had turned in the week before so I check them in and I was the last person to check them out so I had to pay the late fee! That useless assistant manager that supposivly checked them in should have had to pay it, not me! So don't feel bad Blockbuster because Blockbuster does the same thing to their employees too! I quit because of it after I got a little revenge first! I know that sounds childish but I was a teenager at the time!
jhny11735 on 2010-12-18:
well just to let you guys know,,I personally have gone to return movies in the drop box outside and it was soooo full...I mean I could have just taken some movies it was that full.....I did go inside at that point and "made them aware" ...some people are just slackers,,or just don't care,,,,,pretty sad if you ask me :(
PO'ed Edward on 2012-01-16:
Once upon a time, employees at blockbuster were nice, understanding and willing to bend over backwards as customer service should be. BUT, lately, they are rude, crude and super arrogant
(and they wonder why they are going DOWN). bb always had issues with their By Mail program as far as getting your DVDs to you in a timely manner and/or out of sequence, if you're doing a TV series. 90% of the time they do alright, but since the beginning of 2012, I have gotten DVDs out of sequence or a wrong DVD sent. On Jan 13th and on Jan 16th of 2012, both customer service employees and their supervisor, jody were total 100% jerks as well as the adjectives used above to a customer for 5 yrs till now. I need season 1, disk 5 for the Lost TV series and received the wrong disk, called to make sure the replacement disk 5 is sent out Friday morning hoping to be here by Saturday or Monday. They did neither till Monday morning which means I will be waiting 10 days for disk 5 to get here and then I can watch disks 6 and 7.
For their screw-ups, I’m treated like a piece of CRAP. Hope blockbuster employees know how to mop floors.
Longtime Customer on 2012-03-08:
I've been a customer of Blockbuster since the early 90's and the service lately has been staggeringly BAD. They just sent me the 44th movie in my queue (43 movies not available?). When I go to the stores, they seem to stock only empty shelves. What's the point of going there anymore?
Close commentsAdd reply
Zoo Keeper, Rio
Posted by on
EVANSVILLE, INDIANA -- Tape did not work at all (Zoo Keeper). Called and was given 3 prom codes for a 2.99 Movie and said I could use it on that amount. Tried on the Blockbuster express machine, did not work. I had to get a movie for a dollar. Rented two and one of them worked, but the other did not. It started out fine, but then messed up. My grandson (3)was very upset. We have no stores at all in evansville in. I was a loyal customer until this happen. It was not worth calling about the mess up movie. I have one promo code left and almost afraid to try it. I haven't decided if I will ever rent from you again, plus I was upset when you closed your doors. We do have red boxes, but unless you can send me something good, I will have to turn my business elsewhere.

Thank you,
Nancy Gunther

P.S. The e-mail-do not send me advertisement/it is my work place.
     
Read 3 RepliesAdd reply

User Replies:

billbl on 2011-10-26:
This happens often with DVDs from the rental stores/machines especially movies geared to kids.
Kids don't know how to handle the discs and end up scratching them badly. Unfortunately if the scratch is too bad the player can't compensate. In some/most cases the player cannot get past the scratch so the rest of the movie is unviewable.

I also think some people scratch them on purpose.

At least with VCR tapes you could fast forward past the bad spots.

Best thing to do is report the problem, get a promo code and re-rent it. I know, that's a PITA but what are you going to do.

Hopefully they will pull the DVD from rotation before somebody else rents it.

Another thing is try to clean the disc with a soft cloth then reinsert it. Sometimes that will work.

GenuineNerd on 2011-10-27:
It helps to clean a rented DVD before playing if there are visible fingerprints or small scratches. Most stores sell DVD cleaning kits; you could also use water in a spray bottle (do not use Windex) and clean the disc with a paper towel gently, moving upward from the center of the disc.
GenuineNerd on 2011-10-27:
Also Blockbuster's stores and Blockbuster Express kiosks are separate businesses. NCR uses the Blockbuster name under license. Blockbuster store promo codes will not work in the kiosks. And while Redbox prices all of their DVD's at $1.00 (soon to be $1.20), Blockbuster Express uses a two-tier pricing system, with the newest titles being $2.99 (often times titles that Redbox won't have for another few weeks), while older titles are $1.00.
Close commentsAdd reply
Scratched movies
Posted by on
BEAUMONT, TEXAS -- I will never rent from Blockbuster Express again. The last three times I've rented movies (from three different kiosks), I've received movies that were scratched, causing them to freeze or skip while playing. The first two times I complained to Blockbuster Express and they refunded my money and gave me promo codes for free rentals. I guess that's fair but it doesn't do me a lot of good to get a promo code a week later when I couldn't even finish the movie I rented that night. I've never had this problem with Red Box, but Blockbuster Express is closer to my house. It's worth the drive at this point to use Red Box!
     
Read 17 RepliesAdd reply

User Replies:

Anonymous on 2011-01-16:
It's safe to say you've "scratched" Blockbuster from your list of choices...
Anonymous on 2011-01-16:
Blockbuster, is just about obsolete these days.
Anonymous on 2011-01-16:
We still rent from Blockbuster, but it's so expenive now. It's $5 to rent a new release. May as well just buy the movie.
Anonymous on 2011-01-16:
Yaya they got redbox dollar a night a movie, and Netflix you don't need blockbuster anymore.
clutzycook on 2011-01-16:
I was just in a Blockbuster this afternoon. I haven't set foot in one in months. They had NOTHING!
Skye on 2011-01-16:
You know what's so weird, we also have not set in Block Buster since 2007, but went the other day, and they also had NOTHING. We have a much better movie collection at home. Though, their new realease's are only $2.99 each, for a 3 day rental.

They took away all the games.
Anonymous on 2011-01-16:
We paid $5 to rent Case 39 and $3 to rent Mirrors 2
Skye on 2011-01-16:
Mirrors 2 I thought was a BOMB.
Anonymous on 2011-01-16:
Haven't watched it yet
Skye on 2011-01-16:
It's very GRUESOME.
Anonymous on 2011-01-16:
Ooh maybe I should skip it then
Skye on 2011-01-16:
I thought it was more gory then story. The first Mirrors at least had a good story. Mirrors 2, even I had a hard time watching.

You know I'm just looking out for ya. I know what you like and what you hate. I knew Case 39 would be just right for you :)
jktshff1 on 2011-01-16:
Haven't been to a blockbaster since they put signs up allowing criminals in their place and not law abiding citizen...they are anti 2A.
Anonymous on 2011-01-16:
Thanks Skye. I appreciate that. Case 39 had a few gruesome scenes and that was about all I could handle
ontario_girl on 2011-01-16:
Scratched discs are not the fault of the company. They're the fault of your fellow movie renters.
Venice09 on 2011-01-17:
But shouldn't the discs be inspected upon return before being rented out again? That way the person who scratched it can be held responsible, and the next customer won't be stuck with a disc that can't be watched.
ontario_girl on 2011-01-17:
At the store I worked at, we always checked discs and resurfaced them if they were scratched. But I have also rented from Blockbuster and noticed that they don't bother to even look at the discs when they're returned. If people took care of the property they were renting, the discs wouldn't be scratched to begin with. Or at least badly scratched anyway. I had someone return a disc once that was covered in what looked like their Thanksgiving dinner! Turkey and something that I'm almost sure was mashed potatoes...
Close commentsAdd reply
Blockbuster express Kiosk charged me $26.50 for a movie I returned the next day
Posted by on
WOODSTOCK, GEORGIA -- On Dec 14 2010 I rented a DVD from a Blockbuster Express Kiosk in Woodstock, Ga. I returned DVD next day and I should have been charged $1. My debit card was charged $26.50. I called customer service and they told me there is nothing they could do as their records showed movie was not returned. They instructed me to email customer service and have a tech visit kiosk to see if movie was there. I got an email back from them stating their records show movie was not returned and they will not refund my money. No Tech visited kiosk as I requested.
Be very careful about renting from Blockbuster Express.
You will have no proof movie was returned and they will charge you if their system malfunctions.

     
Read 1 RepliesAdd reply

User Replies:

Anonymous on 2011-01-16:
Can you dispute the charges with your bank?
Close commentsAdd reply
Bad business-discrimination
Posted by on
PATHOGUE, NEW YORK -- To Whom It May Concern:

I am writing to express concerns of a recent incident that occurred at Blockbuster in Patchogue NY, on 11/05/2010 at 10:30 P.M. The treatment we received has left us greatly disappointed.

On the above mentioned date my husband and I took our 7 year old daughter to Blockbuster to rent movies as part of our normal weekend routine. Unfortunately we had spent some time reviewing the new releases when our daughter requested that she badly needed to use the lavatory. We asked our daughter to wait s little until we can speak with someone who can help us. We were also faced with the fact that we do live several miles away from Blockbuster and we would not possibly make it home in time for her to use the bathroom. As we were almost nearing the time to purchase our order, my husband decided to ask one of the employees if our daughter would be able to use their bathroom. But without any hesitation, the employee named Phil quickly responded that they do not have a bathroom on the premise. With that information being conveyed, our daughter felt that she didn't have a choice but to wait. However she remained in tremendous discomfort.

As a few more minutes passed, we could not wait any longer. Our daughter began crying hysterically as she expressed that she was experiencing a great deal of pain. We then dropped our movies on the counter and quickly left. All the way home we tried comforting her but nevertheless, she ended up defecating on herself which happens to be several miles away from home.

My husband and I could not believe that Blockbuster, a business open to the public does not have a bathroom for customers' use. This is also with thought that many people including ourselves spend a descent amount of time with their children shopping for movies at Blockbuster.

This is certainly not good business practice and quite frankly, a matter of discrimination. We strongly concluded that to deprive a seven year old little girl the use of a bathroom, is clearly unethical and discriminatory.

Our belief was later supported when we spoke to the manager Brian and he informed us that they do have a bathroom, but only for private use. So what happens here when a child needs to use the bathroom? Are they suggesting that they should hold it and go elsewhere?
     
Read 41 RepliesAdd reply

User Replies:

andbran on 2010-11-06:
if it was company policy that bathrooms are not public they did not do anything wrong. they could have made an exception but what if someone else wanted to use the bathroom? any other customer would feel discrimated against.I subscribe to blockbuster online. if you choose the 3 at a time option you could put whatever movie your child would like at the top of the queue.
leet60 on 2010-11-06:
This was absolutely unconsciounable for the business to deny the use of their bathroom to a child. I would certainly never give them repeat business. While it may be true that the do not provide public bathrooms, and may have a "policy" against allowing customer use there is an exception to every rule.
Venice09 on 2010-11-06:
You're probably not going to want to hear this, but you should have left the store immediately and headed home as soon as you were told there was no bathroom instead of waiting until your daughter was crying hysterically. If you had left right away, you might have made it in time.

Yes, it would have been great if there was a bathroom and your daughter was permitted to use it, but I understand the reasons some bathrooms are for employees only. Also, I don't understand why you think this is discrimination. If there is a bathroom on the premises for employees only, letting no one else use it is the best way to avoid discrimination.
Starlord on 2010-11-06:
Contrary to popular belief, apparently, most businesses are not required to provide public restrooms. I remember in Indianapolis, restaurants were required to provide public restrooms, but there were a couple of White Castles that were grandfathered, due to their time of construction. The one I worked at, the restroom was downstairs (pretty unsafe if not familiar with it) In addition, the lockers for the employees clothes and money were there, as well as storage. signs were clearly posted, "No Public Restrooms." No one was allowed to use them, so no one could claim discrimination.
Anonymous on 2010-11-06:
Sometimes things happen that are out of our control. Unfortunately, this was one of them.
punxnotdead80 on 2010-11-06:
"While it may be true that the do not provide public bathrooms, and may have a "policy" against allowing customer use there is an exception to every rule. "

No, there is not.
shayen on 2010-11-06:
I'm confused as to where the discrimination lies, unless this Blockbuster is, as a matter of policy, denying restroom facilities to 7 year old little girls and allowing other customers access.

Basically, what I was able to find is that in New York, restaurants in operation after 1977 and who seat 20 or more people are requied to provide public facilities to the general public. Oterwise, I think if you are considered disabled under the ADA guidelines, you have a right to use a business's private restroom, but even then there are exceptions, which I don't have time to look up right now.

Bottom line for me: I don't think the company did anything wrong and one of the parents should have quickly left and taken the child to a nearby restaurant. If I or my son had been in the store and one of us had to use the bathroom urgently, I would have taken us to the closet public restroom, I.e. a McDonalds, a grocery store, a department store, a gas station, whatever.

I disagree that Blockbuster was discriminatory (this charge is leveled to frequently today, it seems, whenever someone doesn't get their way) and I also disagree that any "bad business practices" occurred.
jktshff1 on 2010-11-06:
What they all said
rockfishing on 2010-11-06:
There is no law requiring businesses to provide public restrooms. Blockbuster did nothing wrong. There are liability issues letting the pubic into storage areas where the restroom may be.
We also had a bathroom shy child who waited until the last moment at times to tell us she needed to go to the bathroom. There were a few messes to clean up before she finially learned her lesson. It was all part of parenting to teach her that she is responsible for knowing her bodily functions, even at that age. For us to blame others for these incidents would not have been good parenting.
raven2010 on 2010-11-06:
Here in Ohio, if they serve food, they are required to provide a public restroom.

Many business restrooms for employees are in the back, near stock. A risk for loss.

I dug around on some ADA sites and found nothing mandating restroom use. ADA requires reasonable accommodation, basically meaning disabled folks should be porvided tools, exceptions, etc, that allow them to do a much as the same things able bodied folks can do. That does not include restrooms no one else has access to.
Anonymous on 2010-11-06:
I get annoyed when businesses don't have restrooms for customers. there are numerous ways to prevent theft without depriving customers of being able to use a bathroom. I think its ridiculous that an employee couldn't at least lead you to the employee's bathroom in an emergency situation. I hope you never plan on returning to blockbuster again. Just another reason that company will end up going under in a matter of a few years.
jktshff1 on 2010-11-06:
I quit going to BlockBasters when they started only allowing people with illegal weapons in there stores and not people that are properly trained and licensed.
Anonymous on 2010-11-06:
Sometimes common sense dictates that rules need to be bent a little. I feel that this was one of those times. Too bad for your daughter that Phil didn't.
Skye on 2010-11-06:
That's odd that they would not let you use the restroom. We were at that Patchogue Blockbuster location this summer, the only one located in Patchogue, on East Main St., while visiting family back on Long Island, and they let us use the restroom.

Shame on Phil. I'm sorry that happened to your daughter.
leet60 on 2010-11-06:
@punxnotdead80 - perhaps there are not exceptions legally, but if one uses common sense in a situation like this an exception certainly could have been made. I suspect had it been you personally in this urgent situation or your child, you would have a different view.
punxnotdead80 on 2010-11-06:
"I suspect had it been you personally in this urgent situation or your child, you would have a different view."

I suspect you are wrong.

I would've hustled my child out of there and looked for the nearest gas station, big-box store, fast-food restaurant, anyplace with a public bathroom.

But then again I work in retail and understand not every place has a public bathroom, and that there may be very valid reasons for them not to let people use their employees-only restroom.
jktshff1 on 2010-11-06:
leet and punx....both good answers. Two sides to every story.
GenuineNerd on 2010-11-06:
There are probably a good number of gas stations, convenience stores, and restaurants between your home and the Blockbuster store where your daughter could have gone. I never heard of a public restroom at a video store. If the building did have a john, it's most likely employees-only, in which the employees' personal items are kept in there. Allowing the public to use such a restroom, regardless of the reason, would be a security risk. There have been cases where wallets, money, credit cards, cell phones, and other personal items have been stolen from employees-only areas in retail businesses (such as restrooms, break rooms, and offices), and the employees at Blockbuster chose wisely not to take the risk.
olie on 2010-11-06:
I'd have hustled the child out the door immediately, especially knowing that she has a habit of waiting until the last second to make her needs known. Since both parents were present, one could have fled with the girl while the other paid.

Our Blockbuster has a gas station/convenience store right across the street. Plenty of fast-food restaurants nearby.
bhskittykatt on 2010-11-07:
At my work we don't have a public restroom. Our employee-only bathroom is full of personal items, cleaning chemicals, and our biohazard disposal containers. It would be dangerous to let a child go in there and possible get hurt. It's also behind our till and office area, and open to our break room as well, so letting people back there opens up a lot of theft risk. There are very good reasons employee-only restrooms are employee-only. Personally, if my kid had to go that bad, I'd find a nearby public restroom ASAP and then come back to finish my shopping. I'm sure the employees would hold on to your selections up front while you could have left to find a public restroom.
Ytropious on 2010-11-07:
There are PLENTY of reasons there are no public restrooms. As kitty said it's usually a hazard because it's not up to public standards. They are under no requirement to let you use theirs. I'm sorry but you seriously should have left and tried another store as SOON as she said she couldn't hold it. Most Blockbusers are in plazas or strips around me, I'd assume that is the case with yours too. You could have gone to a gas station or larger store nearby if home was too far. Bottom line, not BB's fault at all. Not discriminatory or unethical either.
Venice09 on 2010-11-07:
Just want to add one thing. I'm not familiar with the location of this Blockbuster, but where I live most places close at 10:00 pm. It is possible that there was nothing open when this happened. That's why I said I would have headed home immediately instead of continuing to shop.
GenuineNerd on 2010-11-07:
There are some gas stations, convenience stores, and restaurants that are open late hours (or 24 hours).
PepperElf on 2010-11-08:
"badly needed to use the lavatory. We asked our daughter to wait "

Call me crazy but "badly" needing to use the toilet usually means it's time to pee now.

I'm rather horrified you actually made her wait until she was in pain.

I mean what's wrong with putting the DVDs down and going to another store? I don't know about your BB but the one I used to go to was walking distance from a fast food joint. (and within a 1 minute drive of 2 grocery stores and another fast food joint, so here there'd be at least 3 other areas with public toilets)


Sometimes shopping should really come second. those DVDs will still be there when you get back.
DebtorBasher on 2010-11-08:
Wasn't there a McDonalds or Burger King somewhere along the several miles you drove between Blockbusters and home? I mean, though it is supposed to be for customers, you could have walked in and taken her to use the bathroom. Many times, I've walked in and used their bathroom before I even ordered anything and they never stopped me. I know it's too late now, but that might be something to consider if you should be faced with this again. And ya could have bought a Coke or something on your way out if you felt you should buy something. There's also places like Kmart, Target and Walmart that has a public restroom. There has to have been some place within those several miles to stop at...even a gas station.
DebtorBasher on 2010-11-08:
Opps..just read your response Pepper...guess we are on the same page here. LOL!
Venice09 on 2010-11-08:
It's possible that nothing else was open at that hour, depending on the area. As I originally said, I would have headed home immediately instead of waiting, especially if I knew all the other places around were closed.

As I said in a similar review, sometimes parents just don't want to put their children's needs first. They want to finish shopping or doing whatever it is they're doing instead of immediately finding a bathroom. I'm not accusing the OP of that, but it does happen. I'm sure I did it myself at some point when the kids were little.
Anonymous on 2010-11-08:
While I absolutely agree with leet60, that there are exceptions to every policy, and at a minimum the BB employee could have directed you to the nearest public restroom, I do have to wonder why one of you didn't take the child to a restroom and the other one stay behind and finish getting movies? Blockbusters are never located in the middle of nowhere so there had to be something else close by.

Also if your 7 yr old was in so much pain, why did you drive all the way home "several miles" and not stop somewhere else for her? That makes no sense...there is some accountability on your part too, and I for one feel terrible that a 7 yr old defecated on herself, that must have been very traumatizing!
Anonymous on 2010-11-08:
OK..I know this is going to get deleted, and that's fine....but seriously, WTH is wrong with a parent (no, two parents!!) that would write a letter like this, blaming Blockbuster for their child soiling themselves....and in the same review admit they drove their child home "several miles" away, even though she was in pain and desperately needed to use the restroom??!! Is there absolutely no accountability anymore? Sheesh!!!!!
Venice09 on 2010-11-08:
Just, that's what I really wanted to say, but I'm trying to be as nice as possible.
Ytropious on 2010-11-08:
I gave you a helpful vote in the mean time JC
DebtorBasher on 2010-11-08:
The reason they may not allow the customers to use their restroom is to prevent theft. Not saying that was the case here, but if you think about it, it makes sense. Then I checked it out on the Internet and found this posted by a former employee of Blockbusters:

Restrooms are the perfect place to steal sh-t: during my time at Blockbuster, thieves often grabbed DVDs or videogame hardware, stuffed them into their pants, and entered the bathroom. Inside, they literally had all the time they wanted to remove the numerous security strips and magnetic locks affixed to every piece of merchandise.

One female customer in particular took her baby into the restroom with her and removed the packaging for an Xbox 360 controller, a new DVD copy of Gridiron Gang, and a copy of InStyle before stuffing all three items into her purse. Everyone working the shift that night obviously knew what the woman had done, but we were powerless to stop her...

Read the full so called 10 lies Blockbusters tell their customers:
http://easyonlinejobsreview.com/the-top-ten-lies-blockbuster-video-tells-their-customers/

PepperElf on 2010-11-08:
There's 2 blockbusters in Pathogue, according to google.


And according to google maps BOTH are within 500 FEET of a public access toilet.


The first is NEXT to a restaurant, and 2 minutes away from a CVS.

The second is across one road from a CVS, and across another road from a KFC & a Friendly's.






yet... it wasn't possible to use any of those other locations when the child first asked?


the dvds were that important?
Ytropious on 2010-11-08:
Good detective work Pep! There's no excuse then, the OP did not have to run home, they could have gone to the next place over to use the restroom in the event of a potty emergency.
Venice09 on 2010-11-09:
Yes, but were those places open at the time? Where I live almost everything closes at ten. Blockbuster is one of few places open later.

I guess that's irrelevant though because I don't think the OP even tried to find a bathroom.
PepperElf on 2010-11-09:
but don't forget... I only looked at stuff that was within one block of the location. there may be other areas nearby that are open 247 or late hours.

and... more importantly... this also depends on when they child first asked to pee and when they finally attended her needs.
bap2010 on 2010-11-09:
People use the word "discrimination" too frequently. If something doesn't happen their way it is discrimination. Like others posted, I am sure there were other places that had restrooms the little girl could have used. Also you asked your daughter to wait. How long was the wait? You also stated that "almost nearing the time to purchase our order, my husband decided to ask one of the employees if our daughter would be able to use their bathroom". How long after this was it after she said she had to go.
Take some responsibility.
ticia232 on 2010-11-13:
To all the people saying that they could make an exception, what was going on in back at the time?

I've turned away people with small children (the policy allowed for children under 4) before because an employee was in the back counting her register out. NOBODY but management and the person counting the drawer were allowed back there during that time.

Also I remember the one time I got a complaint to corporate. It was because I didn't allow his child to use the bathroom (and there were restaurants on both sides and a drug store with a public restroom next to one of the restaurants) while the store manager was in the back (where the bathroom was) counting out the day's deposit!
Venice09 on 2010-11-13:
Ticia, it's nice that your store makes exceptions for children. I really think that's a nice gesture on their part.
Leotvaeh on 2012-01-17:
there's a common sense fact here. I've never managed any Blockbuster but I had a Videogame Rental business, Teenagers hiding disks in their pants (without the box) and even adults hiding them in their 5-10 years old kids clothes. and I obviously never would place security cameras in the bathroom. and I had shelves full of empty boxes. and by the way I ALWAYS, again ALWAYS tell my kids to go to the bathroom before leaving for a long trip
JustMyOpinion on 2012-06-18:
BB Store Manchester

Gee, I know this post is old and all, but after facing this problem at not only our Blockbuster myself (I suffer from a variety of intestinal diseases. There are some days I can't leave the house.), but has also happened with my children, disabled father, and elderly grandparents, somewhere, at one time, or another. I don't think the OP's point got through here very well, but I *think* I may get what she was *really* trying to say- so let me give it a try. 

To all the guffaws that said she should've immediately left the store, or implied she is somehow a bad parent, judgmental much? You must be inhuman and make perfect snap decisions every day. Cool to be you. Too bad you come off sounding intolerant and cold. Must be nice living in LonelyVille on I-Know-I'm-Perfect St. Let's get real here. We've all, or at least 99.9% of us, have been in a similar situation. If you don't have kids, you have no idea. I'm serious. No idea. I wouldn't comment on anything I didn't have firsthand experience with, but that's just me. 

The whole POINT here, is that corporations or small businesses that decide to have "EMPLOYEE'S ONLY" restrooms are CHEAP. They either don't want to spend MONEY remodeling, or they don't want to fix-up or make improvements for the insurance coverage required to cover bathroom liabilities. They also don't want to pay employees to clean them, or spend the extra cash on necessaries like toilet paper and cleaning supplies. In my opinion, ANY establishment that wants you to stick around awhile, browse, eat, drink, and spend a little time there along with your hard earned cash, should legally be required to have at least ONE public restroom. It's just human decency for pete's sake. It seems ridiculous to have to leave a store you were planning on spending money at, and had been inside for anywhere from 10-30 minutes, where you're encouraged to stay or browse, just to keep bodily fluids from escaping. Places like bookstores, VIDEO stores, definitely any restaurant that offers seating should be required to have public facilities, period. If the stores don't give a crap (no pun) about BASIC human needs (some their loyal customers), why are we giving them our hard earned money and continue to allow them to treat us so indecently? 

We have a construction company, and port a potty's are always available, no matter where the job site. We outright own 3. We built a bathroom / mudroom for the crew to clean up in before they get in their own cars to drive home, it's just BASIC HUMANITY. Stores like Blockbuster seem to have none. Most of the employees I've met at our BB have been kind enough, but if you don't like working with the general public, that's easy, find something else to do buddy, you're in the wrong line of work. If you don't like cleaning a nasty public bathroom? There's a million out of work people who would gladly scrub Blockbuster's customers crap off the walls for minimum wage (a whole other post). So, again, find another job. I would rather hide in the bathroom and clean people's crap off the walls all day long, than deal with the public themselves. That's WHY I do NOT WORK RETAIL/CSR OF ANY KIND. Easy peasy. Sure, some customers can be truly awwwwful, but so can the employees that have bad attitudes who feel justified in waving their eschewed and backwards superiority complexes around all over the place. For this type of person, the video store (insert biz here) is the only place where they feel they have a little power. They allow customers to stress them out so bad they become jaded, and instead of being snippy to people that actually deserve it, they snip at EVERYONE. We get it dude! You're The King Of Blockbuster. 

All I'm saying is, the businesses that DON'T want to pay for a public restroom and the employees to clean them, are one's don't give a rat's behind about little 6 year old kids, little old men, people disabled by intestinal ailments, or the public at large, and that's NOT OKAY people. You want my money, but anything else is too much trouble. Crass. Typical corporate greed, and for Mom and Pop owned shops like ours? For SHAME. Some of the responders here should be ashamed of themselves too. I'm sorry to the OP and anyone whose ever experienced this. That's a lot of people. Maybe next time we should just let it fly right there in the store and walk out, leaving the mess for the manager to figure out (or not). It's what they deserve. If they don't care about us, why should we care about them? I'm sorry if you're an employee who works in biz that the owners/corp hogs are too cheap to supply a restroom. It's NOT the employee's fault. But, if enough people start crapping on the floor in Blockbuster, maybe they'll get the point. It seems a basic human right to me, and sometimes, you just cannot help it. 

A big giant store like BLOCKBUSTER, has no room for a bathroom? Can't afford toilet paper? Puhlease folks, let's get real here please. To the smarties who want me to run take the kid to another store with a restroom? Yeah, my Blockbuster is in an oasis by itself. That would require a car and at least a 5 minute drive to the nearest gas station, grocery store, fast food joint, or any public restroom. I don't live in Tokyo and our stores aren't piled on top of or right next to each other. By the time you get the car seat game completed, it's game over anyway. Some of these responses are just mind blowing in their assumptions. Some people really have no clue. 
Close commentsAdd reply
Top of Page | Next Page >