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Eppie of San Diego CA (05/19/08)
My husband cancelled our online Blockbuster service at the end of Feb 2008. A month later a $21.54 charge shows up on our credit card statement. My husband called them and was told that it's a charge for a movie that was not returned. We NEVER received this movie and they argued that we should have informed them that we did not receive it. My advice: when cancelling Blockbuster online, remove all movies from your que. I'm just wondering if this has happened to anyone else. Maybe it's a scam and we can file a class action lawsuit.
Marisol of Ponce OTHER (05/15/08)
I join Blockbuster online last year but the service was not good and I cancelled my suscription back inDecember 2007. In the March 7, 2008 I saw a charge in my credit card made out to blockbuster i send them an email explaining to them that my suscription has been cancelled three months ago, after this they refund my money to the credit card.
Yesterday to my surprise I'mM checking my credit card account and for my surprise i found three diferents charges made in my account for $21.03 for three diferents movies they said they send me AFTER MY ACCOUNT WAS CLOSE? Send them an email they say the terms and agreement say they can get the money out of your account if they feel you owe something to them. ISNT that unlawful, ilegal and totally unethical?
That account i just use it to pay bills. I deposit that morning $310.00 to pay my cable bill and my celular phone bill and I was unable to pay for my bills because they took my money out of my account.
Stephen of Manchester CT (05/15/08)
Blockbuster in their own admitted error charged me for three movies to my debit account. My account had $5.12 in it. Each movie was charged for 21.19 separately, causing my account to go into the negative three times over. The bank charged me $30.00 for each overdraft equaling $90.00. After contacting Blockbuster Online an employee that I was speaking with said that she clearly saw that it was an error on their part that these movies were even charged to me, so she issued a refund for all three movies. This still left my account -$90.00 for the over drafting fees occurred due to Blockbuster Online's own admitted error.
They are refusing to take care of the three over drafting fees even tho it was caused by their own error and nothing to do with anything I did at all. They say it is in their privacy agreement not to take care of over drafts...however this was an admitted error on their part... it does not say Blockbuster Online is not responsible for it's own errors. I did nothing to deserve this $90.00 fee. Then they all of a sudden try telling me that my movies were returned on a date that they were not.. I actually have a letter signed stamped and dated with the employee's name and employee number of the employee that checked in my movies..stating that they were returned ON TIME, two days before I was even charged for the 3 movies.
I had a really hard time getting the FAX number for the C.E.O which I finally now have (hopefully my FAX will actually get to him. I have all of the bank statements that have all of the charges and refunds and overdraft fees all accountable to Blockbuster Onlineand letter from the employee who checked in my movies on time. I am going to FAX over all of this information to the CEO tomorrow..however they told me on the phone that nothing will be done about it and that the CEO will just tell me that they are not going to take care of the problem that they have caused me due to the company's own admitted error.
$90.00 in debt from my bank because of Blockbuster Online's admitted and proven error.
Jennie of Santa Monica CA (03/29/08)
I've had this account for a long time and we could always exchange DVDs in-store. All of a sudden, I cannot exchange DVDs in-store anymore if I don't pay $2.15! I never got any e-mail regarding this sudden change of rules in my plan and they just went ahead and put a new rule to my account that I don't know about. After they get the customers to pay for membership, they remove the only reason why we dropped NETflix which is the IN-store exchange deal! Blockbuster keeps on misleading people with their promotions.
Jack of Mount Airy NC (03/05/08)
My experience was similar to most others: Slow shipping for six months and two sets of complaints concerning it. After the price increase, the shipping got worse. I tried Netflix for six weeks, and Netflix shipped 30 movies to BB O/l's 24. After the most recent complaint, I received no answers that referred directly to the question, just lots of smoke and mirrors.
After I canceled my membership, they billed me anyway. I was lucky--when I complained about this, they did refund my money. What I am currently worried about is that the last movies I returned still show up on my queue after over a week.
James of New Smyrna Beach FL (03/03/08)
My wife enrolled on Blockbuster online on 11/10/06. She canceled online as soon as she got home from Blockbuster, realizing she would not use the service. I would see the charge on the credit card, and thought that she had purchased something from our local Blockbuster. 15 months later, I ask her about the charges. She told me she canceled the day she was talked into a one month free trial. I call Blockbuster online and they agree that we didn't use the service and that we have been renting movies from our local store. They would not refund $268.24 because they show that the account was never canceled, and they have a no refund policy. They said it was the responsibility of the customer to check their credit card statement. They were able to offer me a free month of service however.
Li of Niskayuna NY (02/16/08)
I can't send any message to Blockbuster Online whatsoever. I've tried sending to every department and get the same message. I reported this months ago on the phone to BB O/L, and the error message is still there.
There is no service team to report this too!
This is the complaint I was trying to file: I have gone two weeks without a DVD in my mailbox. The Tripper never came; they were supposed to send the next DVD, Trade. It said it would be here by 2/14/08. It's 2/16/08 (Saturday) and no video. Please, this isn't right that I'm being charged and not receiving any DVDs for half this month. Please find out why I'm not receiving these videos and please give me half-a-month credit. I usually rent my movies at the store and joined this program to save money. It worked fine until now. Now, I went into my local BB and was told BB Online is losing money, so they're purposely making it a bad experience to people who use the system to the fullest. They also give excellent service the first few months to get your credit card hooked, because even if you quit, they can still nail you with the next month charge, etc. This is how they rip you off to build up their losing profits as much as possible. He said there's a lot more but can't get into it.
I'm losing money and not getting my DVDs, and BB O/L doesn't care. They want us off since they're losing $ with BB O/L and trying to rip us off to get it back.
Raul of 209 S Hazel Ct CO (02/14/08)
After numerous complaints, from billing to shipping delays. I was promised one month free service on Jan. 28th. I was told I would not be billed until 2-28-08. They lied. I am being billed daily because I changed my plan before the free month was placed on my account. I changed from unlimited to five rentals at a time, and now they refuse to honor what Donovan (name of rep) promised. They said there was nothing they could do at the store, it was an online issue. Miss Logan of online says it's a store issue.
So far Blockbuster Online has cost me exactly $260.93, and $25.00 in coupons that were never honored.
Russell of La Mesa CA (02/11/08)
I canceled my account on 1/08/2008. I received an e-mail on 2/08/2008 saying that We have completed your request to cancel your BLOCKBUSTER Online 2 at a time membership on 01/08/2008. Our records indicate Find Me Guilty has not been received, and we have charged your payment card $21.54. I called the customer service number provided and they say they actually did receive this DVD at the store (on 11/25 2007!), but the store never sent it to the on-line distribution center, so they charged me. They say they will credit my account but I can't believe that they have a process that they will gladly charge a customers credit card instead of checking the store records to verify the DVD was returned. It's not like there was a week or two delay, it was a full 2 and half months.
Laura of Ocala FL (02/04/08)
I enrolled on Blockbuster online in 11/01/06. I misspelled my e-mail address and could not get into the account. Blockbuster could not find it when I called and encouraged me to open it again with the correct e-mail. No charges should be on the other account since it was not activated and no movie put into my account. We did that. However, we failed to realize that Blockbuster was actually charging my bank account for both accounts for 15 months. It was at different times of the month; we kept thinking we were just seeing the monthly charge. In November of 2007 we canceled the account due to their excessive late fees or restocking fees. We saw a payment in December and then again in January; I then called to see what was going on because we had canceled. It was then they found the other account. My history showed payments for 15 months with absolutely no movies ever rented.
I requested a refund. They honored me with three months: A total of $57.48 when they charged me $287.40 over a period of 15 months. When I asked the manager if she can see that it was an account never used and you can see my account that was used and paid for, why can I not have my money back? I was told, they have a "no refund policy". WHAT? They had no correct e-mail address and no movies issued. NO SERVICES RENDERED! I paid my bill on the other account faithfully.
I am now out approximately $229.20 for no services rendered--if they refund the $57.48 they have promised.
Shannon of Henderson NV (01/17/08)
I had 2 incidents where children's movies I ordered were sent with semi-pronographic movies inside! The first was when I ordered Fairy Tale (the story of two children who find real-life fairies, and instead got, Fairy Tales: An Erotic Fantasy! Just this week, I ordered Birdman and the Galaxy Trio, a childhood cartoon I wanted to share with my sons, and in the sleeve I received The L Word Season 4 Disc 4. When I called to complain, the customer service representatives chuckled about the incidents as if to say, haha that is funny that your children got soft-core pornography. Unbelievable.
I had to literally explain to my 7-year-old son what the L word was, and why it was in his movie mail.
Cory of Placentia ,CA (12/31/07)
I started renting through blockbuster on-line when the program first began. I used to get unlimited in-store rentals, 3 DVDs at a time through the mail, and 2 movie coupons for $17.99 a month. A couple months ago I received an email saying my rates were going up if I want to keep the same plan. I chose to continue to pay $17.99 a month and get only 5 in-store rentals and no printable movie coupons.
I was discussing this with a friend and found out that she is only paying $19.99 a month for the original deal that I had. I called the 866 number and the employee on the other end said that some people's rates went up and others didn't. She said there was no one I can talk to. The only help I got was an email address and who knows if anyone really reads those.
This is an unfair business practice. If rates go up then everyone's rates should go up.
Brooke of Jacksonville, FL (12/30/07)
I have been a Blockbuster member for over 10 years. I've never had a problem with Blockbuster until recently, with my online membership. My main concern is not with the changes that were made to my account, but the lack of explanation and the inability to get a straight forward answer. If Blockbuster feels it needs to make changes to its pricing structure, so be it, but why have some people had their online plan changed, while others still enjoyed the old benefits.
If you're going to make changes and charge certain people more or limit in-store exchanges, you should do it for everyone. Otherwise, you leave long time blockbuster members feeling jilted and wondering why they have to pay more when others.
Rayne of Mosinee WI (12/29/07)
I signed up for Blockbuster's online rental program in May at $19 a month unlimited online rentals and in-store exchanges. This was no introductory offer, just the plan price at the time. Corporate must have decided this is too good a deal. So they changed their prices 5 months later, and now to get the same thing I was already paying for I now have to pay $26 a month due to pricing changes. I think about it, hesitate a little but ultimately decide all right, I'll stick with it. Its only $7 more dollars. I can fit it in the budget, and I do like the service and the people at the store. Now, yet again, only 2 months later I get an email notice (luckily I checked my email) that my plan as been automatically changed again, and I will be billed for $35 the next billing cycle. Talk about taking liberty with my money. Shouldn't they ask me if I would like to pay this increased amount? What happened to signing up for a program and being able to not worry that your bill won't increase each time you open your email?
I think this business practice of billing for Blockbuster's online service is horrifying. I am putting my foot down. My payments will remain the same or I will cancel it myself and go to Netflix. I will not continually pay increases to satisfy their miscalculation of online profits. They can change the new members to the new prices, but don't change the plan of the people who are already devoted, reliable, paying customers! Needless to say I plan to watch less movies from now on. Thank you for listening.
Damage to them? They lost a reliable, devoted customer and will continue to do so with these poor billing practices. Damage to me? Again, one more company I have lost faith in. But they won't be getting my hard earned money.
Joann of Spokane WA (11/23/07)
I got a trial membership on November 4th, for $9.95 per month . After realizing the turn around time was way too long from Portland, OR to Spokane, WA , I cancelled and recieved an acknowledgement on the 13th of November. I continued to recieve a movie and was billed on Nov 20th during the Free Trial Period. I sent them a copy of the Acknowledgement from the 13th on the 24th and cancelled again. The attendant only saw the last cancellation and completely ignored my questioning the billing during the free trial. I sent details with names and numbers from the 13th cancellation and requested a credit to my card. I will persue this on Monday on the telephone. I was only able to get the telephone number from the Blockbuster store here in town.
I signed up Nov 4th and cancelled on Nov 13th . The free trial was a month and I cancelled after the first movie before two weeks was even up. One movie was sent and arrived after I cancelled and they have now sent another to arrive on the 26 of Nov.
Rose of Tenino WA (10/14/07)
I had a membership for 7 months with Blockbuster after leaving Netflix due to the ability to return movies to the store. I was signed up for the UNLIMITED 2 movies a week plan, with UNLIMITED returns to the store, and a free movie coupon online once a month as well. I received 2 movies a week by mail and returned them to the store once a week as well, and always used my online coupon. because of this apparent excessive use, Blockbuster discontinued my plan and indicated I could have the same plan, more money, no coupons, and return only 2 movies per month to the store. for 6.00 more a month!
Leroy of Kirkland WA (09/29/07)
We used bluckbuster online for 7 months. We always returned our three online movies to the store every friday. The first two months our new movies arrived every tuesday. The second two months our new movies would arrive every wednesday. The third two months our new movies arrived every thursday. Then they canceled us and said that plan is no longer available, would you like to sign up for our new plan? It's the same thing you had but the price has increased by 39%.
Jennifer of Racine WI (09/27/07)
I signed up 5 months ago for Blockbuster Online. They sent me a notice (along with every one else) that our membership will be changed. We will no longer be able to trade all movies in the store (only 2). The district manager told every store to inform the customers that if they've been signed up for this for over 3 months to ignore the notice because you'll be grandfathered. I did and they changed my membership anyway.
I talked to customer service going up the chain until I was told there was no one higher I could speak to to do anything about it. I then got a broken DVD. I asked for it again and they sent me the previous DVD which I'd already watched. Since I can't trade these in to the store, I've been mailing them back and waiting. It will be about 2 weeks and they still aren't getting it right.
Connie of Columbus OH (03/06/07)
Two months after joining this service, they totally stopped sending any movies. "Technical glitch" and other excuses. It's been 9 days with an empty shipping queue and an 'available' queue of over 45 titles. Each email I send gets the same "sending this to the correct dept/ we are so sorry" lame robotic jargon.
After 26 minutes holding on the phone, I got Stephanie. She said she would give me a free month’s service. WELL....3 DAYS LATER, THEY CHARGED ME FOR ANOTHER FULL MONTH. I have not had any movies for over 9 days, they charged me for another 30 days, and I get nothing from them via email or phone. I have paid for a service that I am not getting.
Cynthia of Robards KY (03/06/07)
I pay $9.99 per month for a subscription to their online DVD rental system. For months, I have received, on average, one movie every 6 days. Yet, for the past two weeks - I have not received any movies and my queue shows no movies out and no movies sent. I have emailed customer support twice, the first response was that I did not have enough available in my queue (even though I had over 40).
The second response was an excuse of a technical glitch - an apology - with a free movie coupon and the promise that my next movie would be sent immediately. Still no movies have been sent. I am paying $9.99 a month for a DVD subscription - yet I am receiving no movies.
Eddie of Astoria NY (03/05/07)
Blockbuster Online stopped sending me movies for no apparent reason. My account is in good standing, I have plenty of titles (nearly 200) on my list, but for the past ten days no movies were mailed out. Phone calls to their customer service are practically impossible...either busy signals, or endless holding. The e-mails I sent got standard generic replies, none of which dealt with my specific issue. I’m getting charged without receiving anything in return.
Jason of Rochester, NY (03/04/07)
I have an issue in the amount of time it takes them to send the next movie. The movies are marked back and then it may go out the next day. Currently, I have sent them 2 emails because its been a week and they have not sent any movies to me.
I am losing my month fee and they are charging my credit card for a service I am not getting.
Sandra of Oak Creek, WI (01/25/07)
I signed up for the 2-week free trial movie rental online. I found I did not have that much time to watch movies so I cancelled online three times before the deadline. Blockbuster online still charged my account $19 even though all the movies were returned.
I called the local store to get a phone number, but the line is allways busy and only operates 8am to 6pm Monday to Friday. I have emailed them only to get an response they are "servicing the website". They make it imposible to get a hold of them!
Alona of Plantation FL (01/29/06)
I joined for 17.00 plus for 3 movies at time. But they are only sending me one movie at the time. I already made the complain and they did sent me 3movies at time and never happen again. Also when I returned to movies late they automatically charged my credit card without my permission and they should credit it back my credit card as soon as they received the movies I rented and return late. But instead they were giving me hard time to credit my card back at the franchise store here in my area. Broward Blvd 70th ave. The agreement is for 3 movies at time for $17.95.
Robert of North Las Vegas NV (10/20/05)
I signed up two months ago for their DVD rental service. Service has been very poor. There have been multiple cases of DVDs arriving damaged or unwatchable. In one case a DVD was only partly watchable with large sections unplayable. In two cases the DVD arrived cracked and completely unplayable. In two cases the DVD never arrived. This is out of less than 20 DVDs rented so a significant percentage. In addition the vast majority of DVDs are arriving after the estimated date of arrival.
In most cases more than 1 day after they say it would arrive. And in most cases they are receiving DVDs I send to them in a day, even though I am sending them cross country. So I don't believe the mail can be blamed for slow arrival time. I believe they are sending them out slower than they say they are. Now they are not sending me DVDs. It has been more than 3 days and they have not sent a DVD to replace a damaged DVD, even though it states on their website they will send a DVD out within one business day once a DVD has been reported damaged. It has also been more than 1 day since I returned two other DVDs. They e-mailed me to tell me they received the DVDs more than 24 hours ago, but haven't replaced them.
I e-mailed them this morning to ask them why they haven't sent me a replacement. Their response was that none of the DVDs in my queue are available. I have 159 DVDs in my queue currently and that has been the case for weeks, so they are essentially telling me none of those 159 DVDs are available. I tried to cancel after my 1 month term was up. They said I couldn't cancel because the deadline has passed, but I have already cancelled for the end of the second month. I've sent complaints to them several times and asked for a full or partial refund. Each time they give some curt response that doesn't address my complaint. I've never had such a miserable experience and I have dealt with these online rental programs before.
Richard Pennellville NY (09/06/05)
This is an online DVD movie rental service. I paid $ 18.00 a month for their unlimited 3 at a time subscription. I joined because their advertisement leads you to believe that they send you another DVD move the very next day when receiving your returned movie(s). This is not true, I have gone as long as 4 days after my return(s)before getting another movie. I cancelled my account and had asked them for a month's credit because of all the problems I had. They refused stating that all movies were sent out the day after they received mine. This is a lie. I would like one month's credit to my Visa account ASAP.
Donna of Livermore CA (08/29/05)
On July 30, 2005 I signed up for a trial subscription of DVDs on line. I was told I had until August 16 before the membership started. Before the two weeks were up, I received an email telling me the rate would be going up another $3 per month. On August 15, I canceled the trial and returned all movies. Blockbuster charged my credit card for the next month's membership fee stating I did not cancel until August 16.
I wrote to them with a copy of my email dated August 15, but they have not refunded or credited my visa for the month they charged me. I canceled within the time limit for their free trial offer and they are now claiming I canceled too late and charged me for a month of movies that I am not receiving.
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