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Blockbuster Inc. Complaint - Blockbuster Express issues fraudulent charges against accounts
Complaint
I rented a movie for $1 on the Internet www.Blockbusterexpress.com on 7/10 via their website www.blockbusterexpress.com. I picked up the movie (DVD) at the machine located at Tops Super Foods. I watched the movie and returned it to the machine before 9 PM on 7/11 so there would be on charge. The movie was a 24 hour rental due before 9PM.
I mistakenly inserted the container without the actual DVD and got a message no DVD was included but the container was not returned. The machine should return the container as without it, there is no way to return the DVD. Anyway, I went into the store and the clerk told me this had been done before, she even showed me DVD’s in plastic bags. The clerk told me to bring the DVD back in a plastic bag. I went home immediate, got the DVD and returned to the store in a zip lock bag, before 9 PM on 7/11, with a copy of my online rental receipt so there would be no mistake it was my movie being returned ON TIME.
When I got home, I also email Blockbuster Express via the website that I had done this. That I mistakenly had put the container in without the DVD but that the DVD was in the store in a plastic bag with my online rental receipt.
The next week I noticed two charges fo $1.06 each were pending my bank account ( on hold) for the one night rental and one night late fee on this movie. I emailed Blockbuster customer service and never got a response, but the late charge both charges were deleted from my account on hold and not applied to my balance.
Now over 2 weeks later, I got a charge back on the $1.06 rental plust now I am got billed $26.50 for the movie. I called Blockbuster 800 number, and they said they couldn't do anything that the store had to call them. I went to the store and they said the Blockbuster guy that checks the machine had been there twice but refused to take mine or another movie with the same problem. They called the help desk and was told I had to call Blockbuster, but I had and the help desk (I think I got India) said the store had to call them.
Last week I again emailed Blockbuster Customer service explaining the movie was at the store inside awaiting pickup and that their representative had refused to take it back. He allegedly said he had to talk to his supervisor. I also went back to the store yesterday and the movie is still there.
But this is plain old fraud. I returned the movie and on time. I have emailed and called Blockbuster. The store keeps giving me the runaround. They claim it isn’t their business, yet the machine is on their property and they took the DVD. It sits under the cash register's desk at the store. And I have paid $26.50 for a movie I returned on time. Plus as of 8/23, there are DUPLICATE charges against my bank card for this rental. And when I called today, they couldn't understand why, but they couldn't do anything eiter. Firms that use India for customer service calls should state so in they contracts. I know I would not use them.
I mistakenly inserted the container without the actual DVD and got a message no DVD was included but the container was not returned. The machine should return the container as without it, there is no way to return the DVD. Anyway, I went into the store and the clerk told me this had been done before, she even showed me DVD’s in plastic bags. The clerk told me to bring the DVD back in a plastic bag. I went home immediate, got the DVD and returned to the store in a zip lock bag, before 9 PM on 7/11, with a copy of my online rental receipt so there would be no mistake it was my movie being returned ON TIME.
When I got home, I also email Blockbuster Express via the website that I had done this. That I mistakenly had put the container in without the DVD but that the DVD was in the store in a plastic bag with my online rental receipt.
The next week I noticed two charges fo $1.06 each were pending my bank account ( on hold) for the one night rental and one night late fee on this movie. I emailed Blockbuster customer service and never got a response, but the late charge both charges were deleted from my account on hold and not applied to my balance.
Now over 2 weeks later, I got a charge back on the $1.06 rental plust now I am got billed $26.50 for the movie. I called Blockbuster 800 number, and they said they couldn't do anything that the store had to call them. I went to the store and they said the Blockbuster guy that checks the machine had been there twice but refused to take mine or another movie with the same problem. They called the help desk and was told I had to call Blockbuster, but I had and the help desk (I think I got India) said the store had to call them.
Last week I again emailed Blockbuster Customer service explaining the movie was at the store inside awaiting pickup and that their representative had refused to take it back. He allegedly said he had to talk to his supervisor. I also went back to the store yesterday and the movie is still there.
But this is plain old fraud. I returned the movie and on time. I have emailed and called Blockbuster. The store keeps giving me the runaround. They claim it isn’t their business, yet the machine is on their property and they took the DVD. It sits under the cash register's desk at the store. And I have paid $26.50 for a movie I returned on time. Plus as of 8/23, there are DUPLICATE charges against my bank card for this rental. And when I called today, they couldn't understand why, but they couldn't do anything eiter. Firms that use India for customer service calls should state so in they contracts. I know I would not use them.
Comments:
Posted by Prince-Caesar on 2010-08-21:
Im not surpised by this. A lot of thise video store managers are annoying, think they have some "entitlement". Blockbuster must be getting desperate. Im suprised theyre actually still in business, with netflix, on demand, and the red box, I no longer go to blockbuster for movies any more.
Posted by drugdoc121 on 2010-08-21:
This is an incredible predicament and frankly, sucks!
Posted by smarty_consumer on 2010-08-21:
Dispute the charge with your credit card company.
Redbox has the scanner code on the disc itself so this can't happen.
Redbox has the scanner code on the disc itself so this can't happen.
Posted by Venice09 on 2010-08-21:
I can't believe Blockbuster is still in business. There are too many other options now. You'll probably never get your money back. Sorry.
Posted by MRM on 2010-08-21:
Theres a Blockbuster store still open in my area and they are not planning to close down any time soon.
Posted by Venice09 on 2010-08-21:
We have one too, MRM, but I was never a frequent patron. I have no idea how their business is doing. We get our movies for free at the library!
Posted by Justice-4All on 2010-08-21:
I've heard for the past few years that several locations of Blockbuster were going under, but the one in our town is still here. For how much longer, I don't know? I know I stopped going there. I prefer Hastings or Red Box.
Posted by MRM on 2010-08-21:
I visit my local Blockbuster due to the proximity to my house and they have great rewards for membership.
Posted by Justice-4All on 2010-08-21:
Does Blockbuster have better movies for rent than the full-length feature film showing here today at M3C?
Ript and I are going to start charging admission to our shows.
Ript and I are going to start charging admission to our shows.
Posted by clutzycook on 2010-08-21:
I didn't know that Blockbuster had rental kiosks now. Gotta at least give them props for attempting to stay in business. I still prefer Redbox, though.
Posted by GenuineNerd on 2010-08-22:
The DVD's used by Blockbuster Express and Redbox use codes that electronically scan the DVD as it's being returned. You should always make sure you put the DVD back in the case after use before you return it. Blockbuster Express uses black cases that the discs slide in to on the end, while Redbox's open like a CD case. And the DVD has to be put back in the case code side (or label side) up.
Posted by PepperElf on 2010-08-22:
personally i'm not a big fan of the rental kiosks. you only get what's popular and... the other people renting might not be too gentle on the dvds
Posted by Alex1968 on 2010-08-22:
I think the $20 monthly blockbuster service is a good deal--unlimited through the mail, plus I get 5 in-store exchanges per month as well (and during last Christmas through March, it was unlimited). If I had TiVo, I could get on demand as well, but I'm leery of them. I don't use the Blockbuster machine because the closest is too far from my house. I don't really see how the availability of competition makes them any less a viable business (I don't think the problem is with the business model itself; the problems appear to lie in management decisions).
Posted by BBX on 2010-08-23:
Terry,
Thank you for your continued communication to Blockbuster Express. Refunds have been submitted in the amounts inquired about and an email was sent to you with the details.In addition, a promo code was provided for a free one night DVD rental of your choice due back by 9pm the day after rental. We do apologize for any inconvenience this may have caused you and thank you for allowing Blockbuster Express to serve as your entertainment of choice.
Thank you for your continued communication to Blockbuster Express. Refunds have been submitted in the amounts inquired about and an email was sent to you with the details.In addition, a promo code was provided for a free one night DVD rental of your choice due back by 9pm the day after rental. We do apologize for any inconvenience this may have caused you and thank you for allowing Blockbuster Express to serve as your entertainment of choice.
Posted by TEEman on 2010-08-24:
Well I got your voicemail yesterday that it would be resolved by the end of the day. I see this comment from yesterday also.
As of the close of banking today. No refund yet. No email and no promotional rental. Guess I will see if it comes tomorrow. Sorry but not holding my breath, but at least someone responded is at least a positive manner. Now if I get my refund, and I am afraid that might be a big if, all will be finalized.
As of the close of banking today. No refund yet. No email and no promotional rental. Guess I will see if it comes tomorrow. Sorry but not holding my breath, but at least someone responded is at least a positive manner. Now if I get my refund, and I am afraid that might be a big if, all will be finalized.
Posted by TEEman on 2010-08-25:
Well I have to take my hat off to My3cents. BBX, (actually NCR -- the parent company that owns Blockbuster Express) got involved as I guess they Googled this complaint. And today, I finally got both the full price of the DVD movie and the duplicated rental fee refunded. Now lets hope it doesn't get re-charged. But I am done with Blockbuster Express. It took 7 weeks on intensive follow-up with emails all over the place, numerous calls. And if I had not placed this review on my3cents, I wonder if I would have ever gotten satisfaction.
I never got the email for promo free rental they claimed I would get for the mistake but the are refunds were my primary concern.
I never got the email for promo free rental they claimed I would get for the mistake but the are refunds were my primary concern.
Posted by jktshff1 on 2010-08-25:
Blockbasters is anti 2A...all their stores in states that allow a person to defend themselves are posted....signs saying responsible people that abide by the law are prohibited, criminals and scum that have no regard for the law are welcome. As in being posted against me legally carrying my handgun for protection. I do not do business with them and encourage others not to also. Sorry for the rant.
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