Blockbuster - Phoenix, AZ Complaint - Charged for a Returned DVD
GOODYEAR, ARIZONA -- Greetings -
As I informed the several less than helpful customer service "professionals" - I am out to share my very unsatisfactory experience with BBX (Blockbuster Express) through the various mediums that I have available! ( i.e. word of mouth, FB, Review Websites, etc).
I rented "How to Train Your Dragon" on 10/18 from a local Kiosk, and returned it on 10/19 about 9:20pm (yes I know it was late, and I am subject to a fee - which I am fine with)... But on 11/15 I was charged $27.20 for the DVD... I called customer service which told me to email the support, which Support did not email me back until after I sent a follow up email 3 days later! Only to tell me that they could not help me because I did not have a Return Rental Receipt.
So I called BBX Customer Service again... Which informed me that they were not showing that it was returned. The lady said that she would escalate the issue - I found out today when I called back that it was NEVER escalated!
And the person I spoke with today - Definitely needs to stop reading the script! And "listen" to what the customer is telling her!!! She asked if I had lost the DVD, and then I told her that I had returned it, then she immediately asked if I still had it in my possession!!! Definitely a disconnect between customer service and the customer.
She then told me that she could not escalate it because it was never being showed as received and that I should call my bank to have the charges reversed.
I've worked in a Technical Suppot Call Center environment for over 6 years and I understand that there are process - But definitely this process needs to be reviewed and determined for effectiveness!!!
So I'm out to share my experience with everyone!!!