Blockbuster Complaint - Customer Unfriendly Drop Box System
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.
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