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Blockbuster Inc. Consumer Reviews - Page 3

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Great, Timely Customer Service
By -

ALBANY, NEW YORK -- I've subscribed to Blockbuster Online for years and a recent negative review I saw posted here prompted me to write about my experience. My account allows two movies to be out at a time and I noticed one movie was cleared from my queue on 09/30 and a new one had yet to be shipped each time I checked. I kept a watch on it for about a week and finally on 10/07 I sent an email to customer service to see if something was up. After completing the form, I was notified I'd receive a response within 24 to 48 hours.

Within just a couple of hours I received a response from a customer service representative apologizing for the delay stating it was due to updating their distribution lines. They also included a free in-store rental coupon and a promise to prioritize my account. Sure enough, the next day a movie shipped. My experience with Blockbuster has been nothing but fantastic for years. I find their shipping to be timely, resolutions quick and selection better than Netflix. My initial email to them was cordial and their response left me completely satisfied. Thanks, Blockbuster!

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New Rental Policy
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WAKE FOREST, NORTH CAROLINA -- I don't know if it's nationwide or not, but the Blockbuster by me just changed their rental policy and their new one sucks. They no longer offer the no late fees, you now only get games and movies for three days after that it is $1.99 a day. They've lowered the rental prices, games went from $8 to $6, but you used to be able to keep them for two weeks without being charged for it. I don't know how much their movies are, I never rent movies from them since I use Netflix, but I did rent an occasional game from them for my Wii.

Does anyone know of any good game rental places online? (Blockbuster is the only rental place within 30 miles of me.) I know Gamefly has had problems and Blockbuster is offering one in store for $21 a month for one game out at a time, but I don't play games often enough to want to pay $21 a month. I usually only rent about one game a month. I know I won't be renting any more games from Blockbuster, three days just doesn't give me enough time to even really play it (I don't have time to sit and play a game all day).

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Solution to those long check out lines
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EAST WINDSOR, NEW JERSEY -- I use blockbuster online and then go to the stores to return DVD's in the mail envelopes so that I can get free one's. This review is more of a suggestion than a complaint, but while waiting on blockbusters 20 person long line with two associates checking people out as fast as they can, I thought to myself "wouldn't Blockbuster really improve on this checkout process if they implemented a few self checkout stations where people could just scan/deposit/checkout and go instead of waiting in those long lines?"

It would work like the Shoprite self checkout where you'd go in, scan your mail envelope and deposit into a slot, then scan your replacement DVD place it in a slot to remove the theft clamp and scan your blockbuster card and then zip out the store in 30 to 40 seconds tops. What do you think of this idea? I don't know about you, but many times I've just decided to skip the replacement movie altogether and just drop my return in the post office box because the line is such a turn off especially on a Friday night. Any thoughts?

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Blockbuster Still Has Horrible Customer Service
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Blockbuster recently sent me an email that they were changing my plan that I have been happily paying for almost a year. My plan was $16.99 for 3 DVD rentals at a time and unlimited in-store exchanges. I got an email that I will be limited to 5 or I can pay $24.99 for the unlimited option.

Now, I have 2 friends in 2 different states that have been "grandfathered" into keeping their old account plans even after the changes. I called Blockbuster to ask why I was arbitrarily picked for the price increase and they apologized and said it would not happen to me.

Of course, they did change it. When I called again to let them know about my previous conversation with their rep who said it won't affect me, they explained that there was a "mix up" and the prices have to increase for me.

Because of what happened, I warned my other 2 friends who were "grandfathered" in because they will probably get changed without their knowledge, too. Now all 3 of us are happily with Netflix.

Ban Blockbuster!! Netflix all the way!

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Selection too limited
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I figured I would write a more legitimate complaint than my last one about Blockbuster not having an adult video section in any of their stores.

First of all, Blockbuster doesn't carry ANYTHING on VHS anymore; everything is on DVD, so if you don't have a DVD player, you're screwed. But now to my main point. I recently became interested in the Rocky series after seeing the movie Rocky Balboa at the theatre. So I check with not one, but THREE different Blockbusters in the area, and they only carry the first Rocky film. What about II-V? It's not like those were low rated, forgotten films either. Blockbuster will carry foreign films, but not Rocky II-V? Doesn't make sense. Oh well, it doesn't matter anyway because many people, including myself, have decided to just check videos out at the library for FREE.

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Customer Unfriendly Drop Box System
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BALTIMORE, MARYLAND -- Renters Beware! 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 ** 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 ** 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 ** 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 **, 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 **. I called again on September 20th and spoke with **, another assistant manager, who said he didn't see the movies, and there is nothing he could do, I would have to speak with **. He told me that ** comes in at 8:30am. I asked if he could have ** call me since I have made numerous unsuccessful attempts to talk with him. ** said, “No, the manager does not make calls.”€

Finally, today, September 21, 2005, I got to speak to **. 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 ** for the name, number and address of the District manager. He gave me the name **, informed me that he was on vacation, and gave me a voice mail number 800-940-2232 ext **. ** said he did not have office addresses for any District, Regional or Corporate offices. He said Mr. ** 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.

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Blockbuster "No More Late Fees" - a LIE and a SCAM
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CHATTANOOGA, TENNESSEE -- Just to keep everyone informed: I have not had a Blockbuster Video rental membership in over 2 years. This happened while a friend was visiting and I simply couldn't believe it. A friend wanted to rent a movie while he was visiting me over the holidays. I told him I had no memberships to any movie rental places so he said he would put the movie on his card. This movie was a 9 day rental. The movie was rented on Saturday January 1st and the receipt stated the movie was due back Sunday Jan 9th. I still have the receipt for the rental. My friend left on Sunday January 2nd and I returned the movie Monday January 3rd.

I DID NOT use the drop box to return this DVD. Instead, I walked in the store (yes, the same store where it had been rented) and I asked the person behind the counter if I could have a receipt showing the date I returned the DVD. The person flat out said to me, "We don't give customers receipts showing when they return movies". I calmly asked, "How do I know my friend won't be charged for the entire amount of the DVD if I have no proof it was returned?" The girl smirked and said, "We don't charge people for things like that", and went on her way. I left the store saying nothing else.

I thought this was strange because a customer is entitled to a receipt regardless. I went to another Blockbuster and asked the manager if this was their policy (the girl at the place the DVD was rented informed me the store manager was not there). She told me the same thing... "It is our policy NOT to give customers receipts showing when a rental is returned". Sure enough, yesterday, January 7, I received a call from my friend asking if I had returned the DVD. I told him I had and the store had refused to give me a receipt showing I had returned it.

He informed me the Blockbuster had called him saying the DVD was a 2 DAY RENTAL and his account had been charged THE FULL PRICE OF THE DVD!! I still have the receipt stating the rental was indeed for 9 days. I fully intend to meet with the area supervisor over Blockbuster in my area concerning this matter. When I phoned the store a little while ago I was told it would be nearly impossible to remove this charge ( and, in the mean time, if matter is resolved to THEIR satisfaction within 30 days, it would be turned over to collections).

So, Blockbuster have certainly helped their faithful customers by getting rid of late fees. Now, they simply charge you the entire price of the item rented AND they refuse to give you proof you returned the rented item!! My friend is now having to take time off work to come 250 miles just to go to this particular Blockbuster to try to resolve this matter. Beware renting from this crooked company. I'm sorry it happened to my friend but I tried to warn him several months ago to stop doing business with them. Live and learn.

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Management
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

PORT ORCHARD, WASHINGTON -- I wish 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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Unfair Charges for Lost Movies
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

HOUSTON, TEXAS -- Charged 2x not if more, to replace a DVD. $32.28. Rip off. Hello Netflix!

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Stay AWAY From the Kiosk Rental
By -

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. STAY AWAY. BEWARE.

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Blockbuster Inc. Rating:
Star Empty star Empty star Empty star Empty star
1.0 out of 5, based on 2 ratings and
34 reviews & complaints.
Contact Information:
Blockbuster Inc.
1201 Elm St.
Dallas, TX 75270
214-854-3000 (ph)
214-854-3677 (fax)
www.blockbuster.com
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