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.
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 ** and another by the name of **.
I took one movie from the shelf in the wall and ** 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 it's 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 ** jumped in saying sarcastically to **, "Looks like we are going to have to make bigger signs for some people."
Astonished, I looked back at ** 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 ** 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 ** 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: "Oooh 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 ** went on to type in the computer system that I'm a "complete **" 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 ** 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 ** 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 **" 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 **", what would you do? PS. The CSR No. on my receipt from ** is **. I don't have the other CSR number but she had a tag with the name of **.
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.
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.
I am not a great fan of Blockbuster, but I love the Blockbuster Express Kiosk machines. Unfortunately, I have had read several complaints about them. My experience is I have rented from them dozens of times without any problems. I rent at the kiosk and through the Internet and it all works great. I have not had any problem with damaged discs or problem charges. And, they only charge a dollar a day. Most of the complaints I have read are ridiculous.
I've had some terrible experience with another Blockbuster in my area (read my other review about Blockbuster). But the Blockbuster store in South Pasadena (across the street from the Jamba Juice) reminds me how there are still some very kind people in the world.
The South Pasadena Blockbuster store deserves praise for the respect and kindness I have been given at their store. Need them to call another location to see if a movie is there? They'll do that. Need to order a movie? They'll order it for you. I hope Blockbuster reads my review and honors them.
I'm sure everyone has seen the commercials on TV advertising BlockBuster Total Access as compared to Netflix whereby if you subscribe to a plan, you can get DVDs shipped to you in the mail and exchange them at a store for another DVD. I am currently on the $9.99 plan which allows me 1 DVD at a time and anytime I get a DVD in the mail, when I am done with it, I can take it to the store and exchange it for a DVD from the store while I am waiting for my next DVD to arrive in the mail. It also includes 1 e-coupon per month which is good for 1 free DVD or Game Rental from the store.
Other than a few times when they have been slow to send the next DVD, I have been pleased with the plan. Last night I was just looking around the Blockbuster website and in the Help section, found out the prices of their plans are going up. My plan is going up from 9.99 to 16.99 plus tax and the e-coupons are being eliminated. They have cheaper plans but they limit the number of DVDs you can exchange at the store. If I choose to stay on the 9.99 plan, I will only be able to exchange 2 DVDs at the store per month.
I am writing to let other people know about this. They are supposed to send their customers an email stating the price increase before it goes into effect. I haven't gotten an email yet. It sounds like everyone will be at the new prices by 9/15/07. You can go into the Help section on Blockbuster.com and get more information about this. It would have been nice if they had let everyone know via email instead of having to find out by accident. Also, I don't like the fact that they have eliminated the free DVD/Game Rental monthly coupon. If I do stay on my current plan and I have problems with slow service again, I will definitely drop the plan.
WOODLAND HILLS, CALIFORNIA -- God forbid you ever lose your Blockbuster rental card because according to the customer reps anyone who has possession of your card can rent from any store. No one checks ID or verifies who the person is. Subsequently you become the victim of fraud, for example my card was stolen and before I noticed it missing the perpetrator had rented over a dozen 360 games at various stores within my county. I contacted the corporate office in which I was told the fraud dept would contact me within 3-5 business days and that my acct was on hold and nothing could be charged to my credit card.
On the 6th day I had heard from no one when I contacted the office again, I was told that the acct was open and that 322.00 had been charged to my credit card! I promptly asked for a supervisor ** who was worthless. She couldn't even answer a simple question "Why was I told my credit card would not be charged and is it or is it not your policy to rent without asking for identification?" (in stores that you never opened an acct in). She kept repeating that the fraud dept would contact me. Was she even listening?? She was stuttering and obviously did not have a clue how to resolve my issue, she then blamed the fraud on my 12 yr old son, because he is also a card holder!
In any case this is by far the worst customer service I have ever received. Not only was the customer service worthless at the corporate office, it was even more unprofessional at the actual store locations where I was hung up on several times trying to resolve the issue myself! The rental policy is not posted in writing anywhere. All that is listed in the terms and agreements is that if you don't return the rental your credit card is charged. The person that stole my card rented games from all these stores on the same day. The total of these games far exceeds the 322.00 that was so far charged.
Is this company run by a bunch of incompetent morons or do they really not care that a bunch of kids run their stores and the loss in damages could all be avoided if they had a concrete policy in force? Not one person either in store or on the phone could explain to me how a stranger was able to use my card to the extent that he did. Some say they ask for ID, others say if you never rented at that store before they require you to open an acct. Others say "We should ask for ID" ?? WHAT IS IT PEOPLE?? Because while everyone is trying to figure it out I'm just waiting for the fraud dept!