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Customer Unfriendly Drop Box System
Posted by Blockbuster renter beware on 09/27/2005
BALTIMORE, MARYLAND -- Renters Beware!

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

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 were 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.


Shelley N. Taylor

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Posted by 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.
Posted by Anonymous on 2005-10-31:
I should ask my nephew if they are going to teach this novel in his English class.
Posted by 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 of 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!
Posted by jhny11735 on 2010-12-18:
well just to let you guys know,,I personally have went to return movies in the drop box outside and it was soooo full...I mean i could of 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 dont care,,,,,pretty sad if you ask me :(
Posted by 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.
Posted by 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?
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Block Buster Express Charge Twice
Posted by American-Woman on 09/24/2010
MILPITAS, CALIFORNIA -- On 10 September 2010, I rent a movie at Block Buster Express Kiosk at Safeway Store address 555 E Calaveras Blvd, Milpitas, California. I returned the movie about 6.55 PM before 9PM dateline. The machine charged me again for another night (late fee) .

I called the Blockbuster 1877-300-2128 and they said sorry about the double charges and gave me a coupon for next time rental and they said they will send a technician to fix the Kiosk problem . On 19 September 2010, I use my coupon for a movie, this time I brought the movie back at 5 PM, the machine charge me $1.09 for late fee. The coupon they gave me is worth nothing. I called the customer service again and tell them the problem, At first, I think something wrong with the software and so I asked them to fix the machines. They told me that they will reverse the charge but they never do it. After I read so many complaints about the Block Buster Kiosks will charge you twice at different locations in U. S, I know they do it on purpose .

The Block Buster Express Kiosks at Safeway store 555 E Calaveras, Milpitas will charge you twice for every movie you rent, no matter how soon you return. So many people have been ripped off by Block Buster Express at the above location. I suggest people should go to Red-Box until Block Buster fix their machines .
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Posted by bcd on 2010-09-24:
Blockbuster, Inc. filed for Chapter 11 bankruptcy protection yesterday. Hope that makes you feel better.
Posted by MRM on 2010-09-24:
Mama Nooo!
Posted by MRM on 2010-09-24:
I usually go to Blockbuster store to rent movies and taking advantage of the coupons. I hope they'll stick around when I rent the movie "Iron Man 2" next week!
Posted by PepperElf on 2010-09-24:
LOL i know what you mean. the blockbuster down the road from me is going belly-up. they're even selling the shelves! so i know they prolly won't have iron man 2 unless they already paid for it (which i doubt)
Posted by Anonymous on 2010-09-24:
I know you probably know all about it, MRM, but have you tried RedBox yet? I've seen some Blockbuster "RedBoxes," but haven't tried them yet. The original RedBoxes are swell.
Posted by MRM on 2010-09-24:
I havent tried RedBox yet. Until BlockBuster goes kaput, I'll look into it.
Posted by Anonymous on 2010-09-24:
I love Redbox. I like how you can reserve a movie online before picking it up, and return the movie to any other Redbox location.
Posted by PepperElf on 2010-09-24:
i've used red box but... i have personal issues with it.

1) dunno about the online system but the boxes only cater to the masses - meaning, only the most popular flicks. so if you want to rent something unusual, they might not have it.

2) dvd quality. i haven't used RB in a while but my boyfriend reported that the last time he got dvds from them they were pretty scratched up.

3) humans. human instincts cannot be replaced by machines. sure the machines never ask for a raise or quote labor laws if you don't give them a 15 minute break, but they don't care about you either. Say you try to buy all 3 xmen movies - will the machine tell you "hey we have the box set if you want to save some money"? Probably not. But the human will. (at least the ones at my local BB will... or, rather, they did...)
Posted by MRM on 2010-09-24:
Pepper, thanks for the tidbit!
Posted by clutzycook on 2010-09-24:
Pepper, I don't have any advice for your 2nd and 3rd points about RB, but a solution to your problem in #1 would be to get a netflix subscription. They tend to have some of the more obscure movies available. Some of them can even be had instantly.
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StarEmpty StarEmpty StarEmpty StarEmpty Star
Posted by 1soaringeagle on 10/11/2012
PORT ORCHARD, WASHINGTON -- I wish to state to state a complaint regarding the management at the Mile Hill store in Port Orchard which needs to be addressed. Manager has no idea of how to use people skills and his demeanor is beyond professional. He does not even dress the part of a professional. I want to come into a store and feel like a welcome mat is in place where I can feel happy about my visit, not feel like I need to get out as quick as possible. This store needs people friendly employees, especially from the manager.

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Posted by madconsumer on 2012-10-11:
where i live, blockbuster video stores all closed. then soon after, red box video placed their units all over.
Posted by melissa253 on 2012-10-11:
What exactly happened?
Posted by BigAl on 2012-10-12:
As madconsumer alluded to, your disappointment should be shortlived. They will not be around much longer.
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Unfair Charges For Lost Movies
Posted by Angela.parker on 06/13/2012
Charged 2x not if more, to replace a DVD. $32.28. Rip off. Hello Netflix !

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Posted by KevinTX on 2012-06-13:
Reminds me of library book late fees.... these have been around for ages... don't lose the videos and you won't have to pay.

Just go buy a new one and take it to blockbuster and say, "THERE, done. THEN, charge them $9 per gallon of gas used."
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Zoo Keeper, Rio
Posted by Nancy.gunther34 on 10/26/2011
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.
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Posted by 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.

Posted by 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.
Posted by 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.
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Scratched movies
Posted by Kathleen1227 on 01/16/2011
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!
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Posted by Anonymous on 2011-01-16:
It's safe to say you've "scratched" Blockbuster from your list of choices...
Posted by Anonymous on 2011-01-16:
Blockbuster, is just about obsolete these days.
Posted by 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.
Posted by Anonymous on 2011-01-16:
Yaya they got redbox dollar a night a movie, and netflix you don't need blockbuster anymore.
Posted by 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!
Posted by Skye on 2011-01-16:
You know whats 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.
Posted by Anonymous on 2011-01-16:
We paid $5 to rent Case 39 and $3 to rent Mirrors 2
Posted by Skye on 2011-01-16:
Mirrors 2 I thought was a BOMB.
Posted by Anonymous on 2011-01-16:
Haven't watched it yet
Posted by Skye on 2011-01-16:
It's very GRUESOME.
Posted by Anonymous on 2011-01-16:
Ooh maybe I should skip it then
Posted by 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 :)
Posted by 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.
Posted by 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
Posted by ontario_girl on 2011-01-16:
Scratched discs are not the fault of the company. They're the fault of your fellow movie renters.
Posted by 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.
Posted by 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...
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Blockbuster express Kiosk charged me $26.50 for a movie I returned the next day
Posted by Laura G on 01/15/2011
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.

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Posted by Anonymous on 2011-01-16:
Can you dispute the charges with your bank?
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Stay AWAY from the kiosk rental
Posted by Rvchat on 11/15/2010
They lie and say you did not return or you were late. then charge you

when you were not late.

they don't give receipts! how convenient for them.


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Posted by stiger on 2010-11-18:
Blockbuster is going out of business anyway. It's just taking them some time because there isn't a buyer that wants to take over.
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Bad business-discrimination
Posted by Bad business-discrimination on 11/06/2010
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?
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Posted by 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.
Posted by 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.
Posted by 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.
Posted by 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.
Posted by Anonymous on 2010-11-06:
Sometimes things happen that are out of our control. Unfortunately, this was one of them.
Posted by 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.
Posted by 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" occured.
Posted by jktshff1 on 2010-11-06:
What they all said
Posted by 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 where 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 of been good parenting.
Posted by 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 accomadation, 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.
Posted by Anonymous on 2010-11-06:
I get annoyed when businesses dont have restrooms for customers. there are numerous ways to prevent theft without depriving customers of being able to use a bathroom. I think its rediculous that an employee couldnt 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.
Posted by 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.
Posted by 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.
Posted by 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.
Posted by 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.
Posted by 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.
Posted by jktshff1 on 2010-11-06:
leet and punx....both good answers. Two sides to every story.
Posted by 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.
Posted by 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.
Posted by 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 onto your selections up front while you could have left to find a public restroom.
Posted by 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.
Posted by 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.
Posted by GenuineNerd on 2010-11-07:
There are some gas stations, convenience stores, and restaurants that are open late hours (or 24 hours).
Posted by 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 use 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.
Posted by 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.
Posted by DebtorBasher on 2010-11-08:
Opps..just read your response Pepper...guess we are on the same page here. LOL!
Posted by 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.
Posted by 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!
Posted by 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!!!!!
Posted by Venice09 on 2010-11-08:
Just, that's what I really wanted to say, but I'm trying to be as nice as possible.
Posted by Ytropious on 2010-11-08:
I gave you a helpful vote in the mean time JC
Posted by DebtorBasher on 2010-11-08:
The reason they may not allow the customers to use their restroom is to prevent theft. Not saying the 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:

Posted by 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?
Posted by 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.
Posted by 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.
Posted by 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.
Posted by 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.
Posted by 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!
Posted by 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.
Posted by 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
Posted by 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. Thats 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 the 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 cant 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. 
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Charged but never received movies
Posted by Smiley73 on 09/30/2010
On 9/25 I went to the kiosk here at our local grocery store. Which by the way is always out of order. However I was about to checkout and swiped my card and movies did not dispense. Computer told me I was not going to be charged. So I tried 4 other times...come to find out they debit over 25.00. I was my birthday and here I am calling the customer service. However after speaking to representative and a supervisor who was suppose to be releasing the hold I left it alone. Today 9/30.. I have called twice and been hung up on. Then I have been told that there is no supervisor to speak to. I ask for corporate number and guess what there is no number. I will never rent from these idiots again. By the way they are not affiliated with Blockbuster at all. Go figure.
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Posted by Geeksquadder88 on 2010-09-30:
my comment may be removed, but the question still remains of why the customer kept swiping the card if a non working machine was prior knowledge. you can't silence the people, and you can't stop the stupid ones from getting hurt.
Posted by unhappy999 on 2010-10-01:
I agree. I would not have kept swiping the card when I knew the machine was not working properly. I have been a Netflix member for over a year and have not had any problems. They have a variety of plans to fit any budget and you don't have leave your house to get the movies.
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