COLUMBUS, OHIO -- I composed this 'letter' on the Hollywood Video website's customer feedback form. Unfortunately, it was returned as undeliverable:
Good afternoon. I just left Hollywood video store that I have used for 8 yrs - and will probably never return.
I've rented from the Hollywood Video at 6939 E BROAD ST., COLUMBUS, OH 43213
for years and have been satisfied until this point.
I rented three movies over Christmas break and returned them all on the same day to the outside dropbox. Today I was going to rent three more movies but the staff insisted that I returned one of the three movies late. The staff member insisted that he gathers the returns from the box and would not have made a mistake so the late charge was legitimate.
I understand that it is my word, the customer, that I returned all movies on time versus his word that he would not have made a mistake.
My questions are: Do you expect a long time customer to LIE over $4 dollars? I can personally guarantee that I returned the movie on time. Can your staff guarantee that no mistake was made? Can they guarantee that the movie was not overlooked while collecting it from the outside dropbox? Can they guarantee that it was not dropped and scanned later?
There are many options for the consumer - from kiosks at local grocery stores to internet delivery to cable 'on demand'. I chose to patronize Hollywood Video b/c I've never had a problem with the service. However, after today, you have lost a loyal customer over a $4 dollar charge.