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Blockbuster seems to have a policy of turning the screws on its customers, charging extra fees whenever possible, "losing" videotapes and confusing everyone about how long five days really is.
The video rental business is expected to go the way of eight-track tapes any year now, so maybe Blockbuster's chief geniuses assume they can get by with abusing their customers for a few more years. Think they're right?
On the other hand, we might be wrong. Bob says we are. And he ought to know. He says he devotes his life to preventing late fees. John thinks we're all wet too.
Rachel of Cross Plains WI (05/08/08)
I have been with Blockbusteronline for about 9 months now. I have the $17 plan that allows 3 discs at one time. I enjoy renting television series shows such as CSI. Many of these series (which entered the market several years ago) were marked as 'very long wait.' According to Blockbuster, this means that you can wait up to a couple weeks for the DVD. No problem.....well yes there is. I have been waiting over 6 months for some of them and over 3 months for others. This is the whole reason I joined the online deal.
I emailed two weeks ago again about the 'very long wait' and was told again that it means a couple weeks. When I explained I have been waiting for months, I received no replies. Blockbuster also says that you can take your movies back to the local store and trade for new ones.....not really. The local store had the CSI I had been waiting for (why couldnt they mail it to me?) so I tried to trade in another one. I was told that I did not have an account and would have to go to the end of the line and fill out paperwork and provide a credit card? Why would I have I to do all this? I must already have an account because I get the movies in the mail......PLUS, they have my credit card because they make sure to charge each and every month.....Poor customer service at best.
Jessica of Huntsville AL (05/07/08)
I rented a video from Blockbuster and returned it early. Unknown to me, my children removed the video from the case and lost it. Several weeks later, Blockbuster called and notified me the case was empty. I was surprised and told them I would start looking for it. I could not find it and I notified staff that I would come in within a week or so and repay the loss of the video. Staff told me that would be fine and just to come in a pay at my earliest convenience. I thought I was fine.
The video was only worth $7 and staff and I had discussed my paying for the video. However, the company put a collection against me for this amount which will damage my credit for the next seven years and make it impossible for me to buy the new car I so desperately need. All this over a $7 video I thought I returned on time and made arrangements to pay for. I must emphasize that I was never notified by blockbuster that this was something that was going into collections or that I needed to pay this by a certain date. I thought I could just pay it like any late fee, when I went in to rent my next movie.
My credit rating has now crashed. A collection damages credit for seven years and although my car is broken, I can no longer get a loan to replace it. I have to drive my children around in a car with no AC that breaks down constantly. I also am unable to obtain credit cards or any of the other luxuries that come with a decent credit rating and the worst part is none of this will change for the next seven years.
Fernando of Oakland CA (04/23/08)
i canceled my blockbuster account for this month. i payed till April 26th, today is april 22 so in theory my account should still be active and i should have still received a couple of movies in the mail... but i did not. their reason being that they stop sending movies 10 prior to the account ending to save me from getting extra fees!? so basically i just paid for a 1 month of service and only got 20.
i've written several times. they owe me at leas 4 mail rentals and one trade in for this month- i returned my last 2 movies a week ago and only done 2 trade ins this month. i shouldn't have to pay for a full month if i'm not getting a full month of service. 10 days accounts for 30 percent of what i paid.
Jonathan of Atlanta, GA (04/12/08)
I rented two DVDs from one store. When I was at another part of town, I passed another store and decided I would see if I could return them there. I went inside and asked the store clerk if I could. He said that would be fine, but that it may take a couple days to deliver it so if the due date was soon, to drop it off at the store directly. As it wasn't due for a while, I dropped it off then with the clerk.
Over three months months later I was notified of a charge on my account for these two DVDs, although I had never received the calls Blockbuster normally sends out when a due date for an unreturned movie was approaching. When I went to the store, they told me they hadn't received these DVDs from over a couple months ago and that I couldn't rent a movie until I paid for the other two DVDs.
So, I left the store, went home and called customer service, who said they had on file that one of the two DVDs was indeed returned. I asked how if one of them made it there, how did the other one not? I am put on hold and they call the store and when they get back on the line with me they said that the store actually did find the second video as well.
Anyhow, a couple days later I go to a different blockbuster and they say there is a hold on my account for one of those two DVDs! I tell them that I resolved that issue a few days prior and to please call the corporate office as they would have that file. He refuses and tells me that I would have to go to the store that put the block on me to resolve the issue!
The lady at the counter says the store manager made a note on my account that they did resolve the situation, but because the second DVD was returned over a month past the due date, and so I was charged the listing price of the DVD. So not only was I consistently inconvenienced by these false charges, but once they were resolved I still had to pay a fine! Needless to say, I refused to pay the fine and switched to Netflix.
Duane of Canal Winchesterq OH (03/29/08)
Blockbuster changed their rental terms from a refund if returned within 30 days to now issuing only store credit for items kept past the due date. This new policy went into effect on March 13, 2008. On March 1, 2008 I rented a video game from blockbuster. When I went in today to return the game, they told me I would only be issues $64.00 in store credit and not a refund as their policy has changed. I was not informed on March 1st that their rental terms would be changing on March 13th. I normally get several calls when games are late, but this month I did not receive any calls from Blockbuster.
I was returning the game to Blockbuster, because I found it for a cheaper price at Game Stop. When I returned the game, they told me I could no longer receive a refund to my credit card and I had a store credit of $64.00. I told them I wanted to just keep the game then. They told me I could re-rent the game for $7.99 and then purchase it with my store credit. I had to re-rent this game for $7.99 and then they applied my store credit of $64.00. So ultimately I paid $90.00 for a $49.00 video game. I have been a long time, 10 year customer of Blockbuster and have never paid a late fee. I try to stay on top and comply with their policies because I don't want to pay their fees.
Patricia of Menlo Park CA (03/23/08)
Blockbuster is saying I failed to return a DVD. I returned that DVD to the Palo Alto store. Blockbuster is continuing to harass me about this DVD return and is attempting to withdraw funds from my account. I closed my account with Blockbuster for online DVD rentals because of this kind of incompetence. I have attached the email sent to me by a Blockbuster customer care associate.
Hello Patricia, Thanks for contacting BLOCKBUSTER Online Customer Care. Per the terms and conditions of your membership, under the section reading Blockbuster Online Rentals At Time of Cancellation or Termination: All outstanding rentals must be received by Blockbuster Online no later than ten days past the end of the Membership Term. Please note that we have charge your payment card $21.64 for the restocking fee for the DVD we have not received after your account has been inactive. This charge will automatically be refunded once the DVD is checked in. May I ask when did you return the DVD? Please let me know and reply to this email immediately and I will be more than happy to assist you with reviewing and rectifying this issue. Ronaldo Customer Care Associate BLOCKBUSTER Online
Gerri of Nogales AZ (03/15/08)
Since Dec. 06, I have been charged three times for movies not being returned. Have receipt showing charges have been reversed, but as of yet, have not received credit to my bank account. Have learned to hand off movies to staff - having them acknowledge movie is shown as being returned - but yet the problem still exist. Third charge today 3/14/8.
Movie charged against my bank account. Approximately $40.00 to $50.00.
Patricia of Mechanicsburg PA (03/14/08)
I used 140 points on My Coke Rewards site to purchase a Blockbuster night, which included two moves, two 20 oz. sodas and one tub of popcorn. When I got to Blockbuster, they would not accept my coupon. Needless to say, I was very very upset. I have sent a very nasty email to Blockbuster as well as My Coke Rewards. The points equal about 14 twelve packs of coke; this is about $42.00. We turned in our Blockbuster pass, and we will never use them again. A couple of years ago we switched from Blockbuster to Netflix. Now I remember why we switched. The company is not customer service friendly at all!
Toan of Ladera Ranch CA (03/14/08)
Blockbuster sent me a come-back-to-us for $5.99/month email. I clicked on it to get more details. Next I know, Blockbuster activated my account at the old rate of $24.99 without my consent. I contacted them immediately, no response. Next thing I know, I received 3 rented DVDs in the mail. I contacted them again and finally received a response. Blockbuster promised me that they removed the charges and advised that I return the 3 DVDs at the Crown Valley store for 3 free rentals. I did this, and unfortunately, I wasn't able to return the items until March 1st. I received one phone call from Blockbuster that stated that if I chose to keep the item beyond 30 days, I will be charged full price for each item. And if I chose to return them after 30 days, I will be charged a restocking fees of $1.25 or $1.50 each.
When I attempted to return the item on 3/1/08, the Assistant Manager informed me of yet another policy which I was not aware: They converted the 3 late items to a purchase. The Asst Manager did little to remedy or solve the problem. He gave me instead an 800 number to their corporate office and ask that I contact that number to resolve this problem. I contacted the number he gave; it belongs to some collector agencies. I had past problems with Blockbuster, and I did not want to raise any issues; but this one I felt I must. Could someone please help?
Blockbuster charged me full-price for 3 late items for which their policies were unclear.
Rey of Livonia MI (03/03/08)
On 3/2/08 I rented 1 video and the counter person said that I had a balance of $15.89 and I ask her for what. She said that I had a DVD not return (Blades of Glory). I told her that I did return the DVD and I put it in the drop box. She said to talk to store manager. I did talk to the store manager and told her about the problem on 3/3/08 and she said that they did not have any record of the DVD I had return, but they did recieve the other DVD I borrowed with it. She said that it is reponsibility even if I did drop all 3 DVDs in the drop box. And I told her that, When I dropped all DVDs in the drop box, that's out of my hands. How is it that they got the other DVDs and not the other I borrowed at the same time and returned it all at the same store and same time? I could not believed when she said that they do not make mistakes especially her (Store Manager). I also told her that I will not pay for this outrageous charge. They need to come up a better return policy, and accountable for the returned videos or DVDs.
I have been renting on this blockbuster for years. No problems. And now they are coming up with this outrageous charge. It is completely wrong.
Jeneen of Seaside CA (02/20/08)
I rented four movies and returned them at 5:15 pm Sunday, 2/17/08. I received an automated computer voice mail Tuesday, 2/18/08 stating that two of the four movies were outstanding and that my account was going to be charged. When I contacted Veronica at the local store to discuss this matter, she rudely cut me off, advising me that she was extremely busy, but that I could call back in one hour after she had had time to see if the movies had been placed back on the shelf without being properly checked in first. Giving the busy Veronica plenty of time to check into the missing movies, I called back three hours later. Veronica informed me that she still had not found time to look for the movies that her store obviously misplaced. When I asked to speak to her manager, Veronica advised me that she was the acting manager. I then asked her who the real manager was and when they would be available.
Veronica abruptly told me that Rudy would be in Thursday--two days later! Then she informed me that my credit card is going to be charged. I have contacted my credit card company and advised them to dispute and refuse any attempted charges from Blockbuster, Inc. I hate this video store company so much! I plan to cancel my membership when this is resolved and will never do business with them again!
Jeneen of Seaside CA (02/20/08)
Rented four movies and returned them at 5:15 pm Sunday, 2/17/08. I received automated computer voice mail Tuesday, 2/18/08, stating that two of the four movies were outstanding and that my account was going to be charged. When I contacted Veronica at the local store to discuss this matter; she rudely cut me off, advising me that she was extremely busy, but that I could call back in one hour after she had had time to see if the movies had been placed back on the shelf without being properly checked in first. Giving the busy Veronica plenty of time to check into the missing movies, I called back three hours later.
Veronica informed me that she still had not found time to look for the movies that her store obviously misplaced. When I asked to speak to her manager, Veronica advised me that she was the acting manager. I then asked her who the real manager was and when they would be available. Veronica abruptly told me that Rudy would be in Thursday-two days later! Then she informed me that my credit card is going to be charged. I have contacted my credit card company and advised them to dispute and refuse any attempted charges from Blockbuster, Inc. I hate this video store company so much! I plan to cancel my membership when this is resolved and will never do business with them again!
Edward of Flushing NY (02/12/08)
I had my Blockbuster identity stolen. The individuals took $700 in video games from Blockbuster stores in Long Island. I live in Flushing Queens. I made all the calls to take care of this, and after a month I still have $250 taken out of my account. I have called Blockbuster numerous times, and to no one's surprise I get the "we are very sorry"--but I still haven't gotten my money back. I don't know the next turn to make. Please help.
The money was taken out, and I was not able to pay my rent.
David of Bronx NY (02/11/08)
I was spoken to very disrespectfully and after trying to just pay for my videos (instead of engaging in a debate) I was told by Caroline that she would not allow me to pay (ie she would no longer serve me or take my money) and after turning to the other gentleman working there, Trevor, was told that he would not do anything either.
I told the manager who apologized and said she would speak to them.
Teri of Omaha NE (01/31/08)
I participated in Blockbusters's movie pass program at a monthly fee--and rented several movies per month constantly exchanging (without cost) the mailed copies for a store copy to watch while we waited for the next mailer. Unbeknown to me, at some point their no late fee policy changed--meaning if we kept the store copy too long (as we often did) the movie was auto sold and charged to my bank account. When we returned the movie, a credit was issued to my bank account...less a restocking charge. I did not realize this change had occurred until it was explained to me when I called to question why my kids were being charged restocking fees in cash. Confused and distrustful of why sometimes fees were charged to my bank account and other times cash was required, I requested an account history back to the effective date of the change of late charge policy. I was not able to cross reference all of the charges and credits with my bank statement, and I tried unsuccessfully for a month to get a copy of MY account history from Blockbuster. I ping-pong'd back and forth between the store, the internet, and their 800 number--which I am convinced is not staffed.
Following the bank's advice, I canceled the debit card in 12/06 which Blockbuster had, in order to block further billing access--ONLY to find that they then 'auto sold' a movie to my 15 year old son's bank account which they just happened to retain on file from when he was required to put up his debit card in OCTOBER 2007 to rent a video game. (No explanation as to why he was ever required to do so--considering he was renting on my account which was always secured with my credit card.) But the end of this story is Blockbuster did not have any authorization to charge his credit card--in Dec 2007. Their action resulted in his account being overdrawn and a $15.00 fee was applied.
I spoke to the store manager who insists he is correct in saying they are authorized to bill charges in 12/07 on a card they entered into their system in 10/07 for anything they want as long as it is attached to my account. It was an unauthorized charge completely unassociated with the one time transaction he engaged in during 10/07. He is a minor, and their business practice is completely illegal. All of the other questionable charges levied both in cash and on my bank account do not reconcile in Blockbusters favor; my efforts to track the charges were ignored.
We are out $29.94 auto bill---$28.61 later credited (movie was returned the same day it auto-billed) plus the $15.00 overdraft incurred by my 15-year-old son due to unauthorized charges on his account.
Harvey of Gaithersburg MD (01/27/08)
We have been renting for years . We rent approx. 4 movies every week, and in the last 6 months, one out of every 4 has been damaged. When I return them, I always tell the person on duty the number at which the disk failed. They have had to issue me replacement disks or a credit . With the last rental of 3 movies, one was so bad you could not get it to play longer that just past the introduction. When I returned all the disks, I was told I was flagged on their system and no longer could I return any movies if they are bad or to get a credit. I had to be there for the manager to play the disk in front of me, to prove the disk was bad.
Today when I returned the bad disk, I asked to see the manger. I was told he was not in, and they did not know when he would be there. Result is: you pay your money with Blockbuster, and you take your chances. They do not live up to customer service at all.
Lucy of Lawrenceville GA (01/26/08)
The store manager has a sign up for a sale: 5 movies for $20. However, all the movies in the bin are $3.99 each. Wouldn't that make it 5 movies for $19.95? They are making $.05 off every person who purchases 5 movies for $20. On Sunday, January 26, 2008,I was served by employee # 16125, and I asked him to charge me $19.95 instead of $20. He got the store manager to come to the check stand, so I complained to the store manager. He replied by asking, "Is $.05 that important to you? Do you want these movies or not?" So I said no, not if you're going to charge me $20 pre-tax instead of the $19.95 pre-tax that they're worth.
I went ahead and rented the 3 movies I was going to rent, but did not purchase the 5 he was going to charge me $20 for instead of $19.95. Unfortunately, the customer care number is only operating Mon-Fri from 8AM to 5PM, so I couldn't complain to them. I just want other consumers to know that this is unacceptable. Couldn't the store manager just ring each DVD individually at $3.99 each instead of arguing with me to make me pay $20 for all five?
Every consumer purchasing movies from this bin is paying $.05 extra to Blockbuster to purchase movies. I wonder how much money blockbuster is making off of this scam?
Desiree of Houston TX (01/23/08)
I recently set up an account with you to get three free movies online and 5 store exchanges. I received the movies, watched one of them, and decided I wanted to go to the Blockbuster Store located at 8702 Bellaire Blvd, Houston TX 77036. After spending some time searching for my next three moves in the store, I went up to the counter to check them out. The employee by the name of Juan was assisting me. I told him I wanted to trade in the movies I got online for the new ones that I am getting at the store. First he said that would be fine and proceeded to check me out. I am not sure what he did then, but he told me that after checking in my online movies and checking out my in store movies that I owed $7.46. He said that it would be about $2.15 per movie for exchanges in the store. I was very upset because I thought the movies were supposed to be free when I exchange them in store. This is my very first exchange. I informed him that he had his information wrong and that the three movies were suppose to be free. That is what my membership agreement online stated.
He said that blockbuster online and block buster stores were not run by the same company. Then he said no, I mean they are not connected and the district his store is in have different rules. I told him that didn't make any sense and asked for the manager. The manager, Jose, confirmed with Juan by saying their district was different and that he can not manually take off the fee of $2.15 per movie because they would look like they are stealing from the company. I told them, "So it's okay to steal from your customers, and they just smiled at me. I then asked if I pay the amount, can I just get an in-store credit or something, and they said no. After all of this, I decided not to check out and to take my same movies that I received on line, home. They then told me I can't take my movies back because they already scanned them in. It is the property of Blockbusters now. So I got very upset. I went to the store with 3 movies to get 3 more movies for FREE, and came out with none.
Is that how business is done with Blockbuster? I would like a representative to either email or call me. I am very upset with the whole situation and will voice that to all who will listen. I have already sent a letter to the blockbuster store, to the stores' manager Letty, and will send more letters to the corporate office.
Francisco of Miami FL (01/22/08)
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, one with the tag name of Kay and another by the name of Andi. I took one movie from the shelf in the wall, and Andi said to me: You can't rent that movie. I politely replied: Why not? She said to me with an attitude: Because its not out until tomorrow; can't you read the sign? (She was referring to a small hand written paper sign). At this point, the other one, Kay, jumped in, saying sarcastically to Andi, "Looks like we are going to have to make bigger signs for some people." Astonished, I looked back at Kay 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 Andi and said: Some people are so dumb, I just can't wait to go home.
This really upset me, and I replied, "Wow, you guys really don't know anything about customer service," and I continued browsing what was on the shelves. When it was time to pay, there was no one at the counter. They had me wait about five minutes intentionally, and then Andi showed up to process my order. 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: "Oooooh a Gold Mem-ember, WOW!" I said, "Yes a Gold Mem-ember, and not only that, I will be complaining with your store manager about your sarcasm." 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 Andi went on to type in the computer system that I'm a complete [expletive] for other employees to see, when in reality I was the victim of their lack of customer service. I have never been called an [expletive] in my lifetime. And this employee goes on to type it in my Blockbuster Receipt as well! And yes, I have the copy of this receipt, with the word [expletive] typed in and with the blockbuster branding! Talk about proof of a customer being mistreated with verbal abuse!
I feel mistreated with the lack of customer service in 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 asshole 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?
Margie of Pennsville NJ (01/21/08)
When I attempted to rent a movie, I was told that I had $65 charge on my account that I had to pay before I was able to rent any movies. I was told that the $65 was a late charge due to games rented on my account. I informed the staff that I never rented any games. The staff informed me that a boy about 12 -14 years old rented the games and returned them late. I had the the store staff verify that I was the only prson on my account and that they had not aurthorized anyone to use my account. I requested that the charges be removed but they told me that they do not routinely verify accounts. That kid use the accounts everyday.
Blockbuster refused to credit my account and forward the bill to a collection agency. I need my account clear of all charges as I did not authorized anyone to have access to my account nor did I authorized Blockbuster the right for anyone to use my account, let alone a minor under the age to 18.
Susan of Glen Burnie MD (01/17/08)
I am being charged for a Spiderman DVD that I returned. I used another Blockbuster in the same town. In over 70 rentals, I do not rent w/o first returning. My record speaks for itself. I have to pay this to keep my credit score which is over 750, from being attacked. I can see why they do not issue return receipts, as they would lose out on a considerable amount of money.
I just got a letter from Credit Protection Association.L.P. Someone who works hard at maintaining her credit score, now I also have to get cable. I have to pay $23.09 for the dvd. I am in the low-income bracket and saved money by not having cable.
Matthew of Reading Berks OTHER (01/14/08)
I purchased a game for the PS3 console on Saturday 12/1/08, and today took it back as it wasn't suitable for me. They said I can change it. I then looked and asked if there were any racing games for sale. They did not have several that I asked about, but did have Speed Carbon. I wanted it but spent ten minutes looking for the case. The clerk made me pay 30 pounds just for a cd without booklet or case, and these are supposed to be pre-owned games. This is now 14/01/07 and am being charged 30 pounds for a cd when the case has nothing to do with me at all. You can almost get the game brand new for that price. I'm dissatisfied and appalled by the way I have been treated. I even asked him if he could help me find it; he did for one minute then said "You can still have it." I assumed it would include the case and instruction manual which I didn't get.
I feel disgusted and cheated as if they are trying to blame me for taking a case or something. I said that I will BE back for the case in two days. Are they allowed to do this? I thought we were the customers.
Patrick of San Jose CA (12/25/07)
I have been renting with Blockbuster for quite a few years and lately, have been running into this problem: I return a movie and somehow it makes it bake on the shelf without getting checked in. Just recently I returned a movie. I know because I always double check the box before returning. Now they say they don't have it, and I owe.
I went searching through the store looking for this particular movie and found some in various places in this store. Blockbuster is so disorganized, it's ridiculous. I know that movie is in that store in the wrong place. They have the nerve to tell me I'm wrong. I know how to rent and return. I was an avid renter. They just lost my business. Blockbuster, no more!
Nene of Denver CO (12/21/07)
My friend called me today to tell me there is a $150 charge on her account for movies that we rented last week... while she was in town for her husband's funeral. I know I returned these movies. I triple checked to make sure the correct dvd was in each box and that I had all 3 in hand upon returning them when I dropped them in the drop box. Today, I went in to the store and politely asked to speak with a manager or supervisor. The lady, Bernita, said she was in charge for the evening. I explained the situation to her and she started getting huffy with me telling me that she had been on the phone with my friend already and that a dvd had not been returned. I told her I remember returning each movie that was rented and that I would like to resolve this situation. She escalated the situation by smirking at me and talking down to me. She insisted that the credit card on the account was not charged yet and that I need to double check under the seat of my car and around my home.
Instead, I stood firm on the fact that I returned it, and offered to help her look around her counter or on the shelves of the store. She let me look, but I didn't find it. She was nasty to me, insulted my integrity, treated me like I was a complete dolt and interrupted me when I spoke. On multiple occasions I asked her how we could resolve this situation and she just told me to find the video and bring it back--or pay! I asked Bernita if this is a case of her word against mine, she said yes. I then asked if the customer is always wrong... she said, yes. I am never using Blockbuster again. I will take my business elsewhere!
Along with this new headache, now my friend either has to pay for this movie (that neither of us have) or she has to deal with disputing the charge. It's too easy for Blockbuster to always blame the customer and never be at fault. Surely, their return/restocking process is not full-proof! Blockbuster needs to issue receipts for returned movies. That would definitely resolve a lot of disputes.
Donna of Freeland MI (12/20/07)
I'm signed up for Blockbuster's Total Access program which was a monthly fee of $17.99, and increased Aug. 2007 to $24.99. Received an email today Dec. 20, 2007 that this will increase to $34.99 effective my next billing date, Dec. 24.
I pay for a monthly service. This is the second time Blockbuster has given me only 4 days notice of increase. I believe fair practice alone should demand a month's notice. What's worse, this time, there IS no $34.99 plan at their website. My current $24.99 plan is the highest listed, so if you signed up today, you'd have no idea you were going to pay almost 30 percent more right off the bat. I can't look at any more economical plans since none of the price increases coming over the next week are stated there. Isn't there something illegal about this? Shouldn't they be reflecting the true subscription plan prices? Shouldn't a monthly subscriber get a month's notice? What's the law say about this?
Richard of Tulsa OK (12/18/07)
I rented a TV series dvd that was on two different dvds from Blockbuster. When I rented season 2, disc two, I found disc one in the disc two case, called store and then returned to switch out the dvds, but the store employee continued to put the incorrect dvd in the wrong case. Several attempts later I just simply switched out the dvds myself. Finally I was able to watch the correct dvd and then returned it. Now I'm getting continuous prerecorded messages that the movie is overdue and fees are being charged to my account. After calling the store I find that the dvd had been returned to the incorrect store--but that shouldn't be a problem since the stores all work with each other.
I'm now totally exasperated with the Blockbuster experience and feel I have plenty of other choices when it comes to renting videos. But my frustration continues since Blockbuster requires me to come into the store to cancel my membership even though I have no desire to go back to a store. Blockbuster doesn't realize that they will have to spend 10 times as much money to ever get me back in the store than they would spend to just keep me with good customer service. Bye bye Blockbuster...who needs ya?
Shannon of Flint MI (12/17/07)
I returned two movies to Blockbuster on Wednesday; I remember distinctly because I bought a gift card then, also. Five days later, Monday, I received a phone call from Blockbuster stating one of the movies was not returned. I asked them to check the other movie in case it had been put in that one by mistake. He sated rudely that the movie was rented, and we owe them money.
I am concerned that this is a common business practice and/or internal problem with Blockbuster and will not rent from Blockbuster again.
Vanessa of Upper Marlboro MD (12/10/07)
I called Blockbuster to inquire about that appeared on my bank statement. I canceled my game pass over a year ago when I returned the games to the store, because my son was spending too much time playing the games. I did not notice until Dec 10, 2007 that Blockbuster Video was still charging me for the game service. When I called to inquire about the $36.74 charge on my debit/credit card, Thresha informed me that they did not have any indication that I had canceled the game service and that the price had gone up for the service several months ago. I stated that my account will show that I had not used the service for over a year. She told me to call back in the morning and speak with Tim.
When I did, I tried to get some additional information from her and stated that I needed the information, since the first time that I canceled the service was not in the database. She handed the telephone to Michelle, and Michelle hung-up the telephone on me. I called back immediately, and Michelle informed me that Thresha did not tell her that I was still discussing the issue with her.
I have been charged for the game service for over a year without using it; therefore, I am out at least $320.00.
Susan of Chester CT (12/04/07)
I had a Blockbuster gift card which expired, and the manager was supposed to verify that it wasn't used and reload the value back onto the card. She called customer service and was told the wait was 25 min. So I left and came back. In the meantime she hung up the phone, so when I came back she was going to call customer service again. I was very dissatisfied with the treatment at that store. I have never been treated so poorly by a so called manager at a store before. What ever happened to customer service? I will try another Blockbuster store and hope I get treated better.
Nancy of Murfreesboro TN (11/30/07)
I am not a customer of Blockbuster, but a former employee. Their treatment of their staff is HORRIBLE. Not only was I berated for my religious beliefs, but I was denied the observance of two very important religious holidays. When I felt spiritually obligated to observe a certian holiday, and INFORMED MY MANAGER of it, I did not show up for a shift and was fired.
I lost my job and now struggle to pay rent. I do not know if I can get a job in time, and now my manager is giving bad references to other potential employers.
Peggy of Springfield MO (11/29/07)
My family and I travel about 9 mos. a year and I have never had a problem using my Blockbuster card until the other day. When I was checking out the girl said she needed a credit card to put on file. I said no, I have a Blockbuster account (that I have had for about 15 years) and I have never had to give a credit card number-(obviously except when I first started the account). I have rented movies all across the country weekly for years. She said that this was a franchise and I pointed out that I had been in the week before to this particular store and rented movies on at least 2 occasions and she proceeded to tell me that they had a lot of new employees and maybe they didnt know the policy. I then told her that it was she that had rented me the movies on both occasions and didn't stay long enough to see her reaction. I was so angry I just left. I am through with Blockbuster.
Jacqueline of Seattle WA (11/26/07)
I went into the Blockbuster store and was offered to sign up for the Blockbuster Online Special, which I did try to do. The Blockbuster online account was never established, so I asked them if my account would be charged anyway; they assured me it wouldn't be . My checking account has been charged for the last 5 months even though I have never ever used the service.
Blockbuster says they can only refund up to 3 months, and I should be happy with that because they generally don't give ANY REFUNDS unless it's under extreme conditions. I guess stealing $40.00 from a consumer isn't extreme enough. I'm currently filing a claim against them for the remaining balance in small claims.
Dave of Elk Grove CA (11/26/07)
I tried to rent a movie at the Blockbuster Elk Grove-Florin Rd. store. I also bought a Rewards membership while I was there. After getting all the way home, I found the movie was not in the case. I immediately returned to the store, and the original clerk, Pearl Miro, had already left. Another clerk gave a receipt which had a credit for the original movie and made an exchange for a different movie. The next day, I returned the exchanged movie in the night drop box. Now, I have received a bill for $4.30 for the original movie not being returned.
When I called and spoke with Pearl Miro, she was extremely rude, unhelpful, and argued-- said I still have the movie and the bill is due no matter what I say. I explained to her again the case was immediately returned and I do not have this 10 year old movie nor would I want to keep the movie for any reason.
I spent time and money to return to the store due to their mistake. The bill notice states this will go to collections if not paid. I want the amount due erased from my account, my account closed, and I want my membership fee returned. I cannot see ever returning to Blockbuster due to this bad experience.
Keesha of San Jose CA (11/26/07)
I called the store before going over to see if the movie was in stock. The clerk, Katrina, told me there were 2 in stock. So I drove 6 miles to get the movie and its not on the shelf. I approached Katrina and she said she doesnt know what the movie looks like and if it says it's checked in there's nothing she can do. So I go looking for the movie thinking someone misplaced it and it is still nowhere to be found. I approach Katrina again because I got 2 other movies and she rudely asks me for the movies I was renting and I told her, "in a minute". She then said I was being rude and never offered to help me locate the movies or give me any suggestions or anything. She was very rude and noncomplacent. She then refused service to me and I was unable to rent the movies I wanted
I felt humilated, upset, and sad because I drove 6 miles for a movie that was in stock but the clerk refused to help me. I'll never buy from Blockbuster again. I felt as though my request was not taken serious
Julie of Ballwin MO (11/23/07)
I selected 2 video rentals and I refused the offer of paying a fee to rent videos at a plan rate. The clerk rang up the 2 videos I originally wanted. The price was $9 for 2. I hesitated as I wasn't ready to complete the transaction at that price. The clerk did not ask me why I hesitated and continued the transaction. At that point the register drawer was open and I told her that I didn't want both at that price and I told her I wanted only one. She then said the transaction was completed and I could not deny the transaction and get a refund. She said there are no refunds once the transactions are complete. I said that I no longer wanted the transaction and I wanted my money back. I did get upset and I did insist my money back. At this the other clerk stopped what he was doing at the counter and came over to first tell me to calm down, and continued to argue with me. He finally gave me my money back but then insisted I sign the receipt. I placed my card on the counter and said I would no longer conduct business with them as this practice was totally unacceptable to me and I wasn't treated respectfully. The clerk insisted I must sign the receipt and I continued out the door explaining that I would not sign anything from this store. I did have to inform the clerk that the customer was always right and that their business practices were insane! I won't be back in a Blockbuster store ever again. It is poor customer service to tell a patron they can not change their mind in their store.
No physical damage done other than my embarrasment that I had to speak firmly and refuse to leave the store without my refund.
Dan of Merced CA (10/12/07)
I've tried for 2 years to close my account when in the store, and also I called at least 10 times. Each time they said they would take care of it. I even emailed the corporate office. I just received another bill. I'm living in Mexico now, and the bill was sent here. It's dated 09-15-2007. Please help!
Maggie Pluta of Holyoke MA (10/11/07)
My account was cancelled with no notice or warning due to the fact that i complained too much about slow shipping. I had a prepaid gift membership worth $220 and it was all stolen from me when Blockbuster cancelled my account. I was told by customer service that I would have to write corporate a letter, as they had no direct number, to let them know how upset I was. They told me there is nothing customer service can do for me and that it was too bad and they understand exactly how I feel. I cannot believe that a huge company like Blockbuster runs business this way. They stole from me and I want my money back!
I am out over $200 in a prepaid subscription with Blockbuster.
Taissiya of Oakland CA (05/09/07)
Blockbuster claims that they never received 2 out of 3 movies I rented. They keep calling me that I owe them for the movies (so far they called about 5 times). It seems impossible to reach them and I only succeeded once. He said he would check the inventory and call me back. He never called. I cannot reach them over the phone. The line is either busy or nobody answers. No message machine either. It's very frustrating and annoying since I cannot even talk to anybody. A lot of wasted time.
William of Porterville CA (02/11/07)
My son went to rent and return movies and games. We have "Movie Pass" and "game pass". They advised my son that we could not rent anything because we had failed to return a game when we returned the case. This was three rentals ago, they have a system in place now that when we return items, we hand the new movies/games at the same time we turn in the old rentals. They check the retuned items and then allow you to rent the new item.
We do not have the item. We have money drawn out of our checking every month for both of these "pass" accounts. So even if we had not returned the item, the least that would happen is we would not be able to rent 1 game. We pay quite a fee for the convenience of this type of service and I am completely flabbergasted that they would do this.
I called and they said that we could go ahead and rent, went back down there and they again told us we could not rent, our account had been locked and the manager was the only one that could unlock it. Blockbuster has made a ton of money off of us over the years with late fees and this is just unacceptable.
Susan of Sanger, CA (01/30/07)
I rented two movies from Blockbuster Video on the same day. They were both weekly rentals. We watched one movie and then a couple of days later we started to watch the second movie but it skipped, froze, and fast-forwarded through the movie. When I took the movies back to Blockbuster I explained to the girl, who said she was the manager, about not being able to watch the second movie. I asked that they either refund my money or give me another movie to watch.
She said their policy was that I have to bring the movie back within the first couple of hours to get a refund or credit. Now, how could I know that the movie was going to be defective? Was I supposed to rush home and put it in the DVD player immediately in case they rented me a bad movie?
Blockbuster should stand behind their product.
Drew of Marlton, NJ (01/25/07)
Approx one and a half years ago, I cancelled my movie pass account because I was moving. Once I moved, I opened up an account at the nearby Blockbuster. Little did I know that my previous location continued to bill me $37.44 for the last year and a half. I just caught this error recently and called my credit card to dispute the charges. I then called the old Blockbuster but all they could tell me is "We can't find any account history on you". Of course, they couldn't because I closed the account a year and a half ago!
Agnes of Orange Park, FL (09/14/06)
I was billed for movies that I rented and returned to Blockbuster. The store manager said maybe they were returned to the wrong Blockbuster. We checked at the other Blockbuster to satisfy the manager but knew where we returned the movies.
I wrote to Blockbuster and told them I did not have the movies and therefore could not return them. Further, I told them that I refuse to pay for movies that I don't have.
They answered by sending the bill to collection. They kept telling me that people who claim they returned movies were always mistaken. Blockbuster does not provide people with receipts for returned movies, so customers have no way to protect themselves.
Suz of Indianapolis IN (03/19/06)
Blockbusters customer service is horrible. I was having trouble getting the DVD's to play on my computer. So I searched forums, the interactual player site and the blockbuster site for advice/help/information. None (that was helpful) was found. So I decided to call blockbuster customer service. They don’t list a phone number on their site, they do however have a poorly organized and useless q&a section and e-mail form that will be answered in around 24 hrs. So I called corporate, I was given a customer support number by an answering service.
I called the customer support number, no one was there. So I called the local store. The manger that I spoke to was condescending, wouldn’t listen to me and said all they could do was cancel my account Nice Please excuse any bad grammar, Im a bit wiped out after spending hrs trying to get hold of a customer service representative from this piece of poo company. p.s. their dvd selection is lacking.
Thomas of Rochester NY (03/18/06)
Back in October 06 I rented 2 games from Blockbuster. I thought returned them until I moved and found 1 of the games. On March 18th I went to return it as I thought I originally returned it. The customer serviced rep stated that I owed $67 because I now own the games. I tried to explain to him that I did not know I had the game and I wished to return it. It told me it was to bad and that they do not want the game. I also advised him that I returned the other game and his exact words were "I don't think so". I used to work at block buster I advised him that I know when items are found they can add them back in at the next inventory. As blockbuster states when you return something there is a restocking fee but the rep states they can not do this. He was very rude and had no customer service.
Nancy of Palatine IL (01/28/06)
I received a $15 gift certificate some time ago. A few years ago I went to Blockbuster to rent a movie with the certificate and was told I was unable to use it I would have to purchase merchandise. I left. Today I went to Blockbuster with the $15 gift certificate . I was told the certificate expired. How can they take the $15 and use it over the years and then just take it. Once they take the money they are responsible to hold it if it expires I should be able to claim the money. What did they do to earn the money? How can they charge $2 a month? What is the rate of interest? How can this be legal?
Andy of Plainsboro NJ (01/05/06)
I rented video in August 2005 using Monthly pass for around $25. That time the store employee never told me that it will renewed automatically every month. Then a week before one month expired I asked when is my last date for that monthly rental and store employee told me if I not renewed than she told me my last date. After that date I never rented anymore.
Today I found out since August till today Jan 5th they charge my credit card every months. I called them and they told me it renewed automatically every months so that the reason they charged me five months more that it should be when I didn't rent any DVD at all. The store employee told me every employee should told the customer about this automatic renewal, but I know for sure the employee who served me never told me about this automatic renewal. The store manager who can decide I can get refund for that five months not in store tonight. So tomorrow I will asked store manager to refund five charge of $29 per month. I never expected the big chain store will do business this way.
Bob of Mobile AL (11/23/05)
My account was charged with late fees to movies I never rented.($36.40) The 2 people I spoke with at later dates, while renting a movie, said they would clear this up and I would not be charged with late fees, etc. These two movies were shown to have been rented on 9-3-05. We had NO POWER during this time following Hurricaine Katrina. Who would rent movies, when watching them would be impossible!!! How they showed up on my card is beyond me. I have the one and only card and I DID NOT rent the two movies in question!
Tracy of Oakland NJ (11/23/05)
My 10 year old daughter was given a gift card for $15 a while ago. When she tried to use it today (11/23/05), the manager Bam (?) said there was only $6 left on the card as there is a monthly service charge. For what? Keeping my money each year? I have been a loyal customer for many years and the company would not honor the face value of the gift card. While I did not purchase this particular card, I have purchased many gift cards for others at Blockbuster and was never, ever told of this policy. A 10 year old does not read the small print on the back of the card. This policy is not on the corporate website. I believe this is an intentionally deceptive business practice.
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