Complain about a product or service

Blockbuster

Blockbuster • Late fees • Misleading Claims • Blockbuster Online • Insider's View --- News • Blockbuster Abandons Customer Data on NYC Street • Loss Of Late Fees Hurts Blockbuster • States Settle With Blockbuster • New Jersey Sues Blockbuster • Blockbuster "Eliminates:"Late Fees • Blockbuster Settlement

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.

Karen of St. Louis, MO July 21, 2009

My 20 year old son purchased a 7 day unlimited video pass for 15.00 - the first few days were fine. On Thursday evening, July 16th, he was told by the manager that he did not have a credit card on the account and could not rent any further videos, but could rent a movie. My son kept the same video game, Friday evening resulted in the same.

I called and indicated that my son did not have a credit card and as the pass was sold to him without the credit card, they had to honor the pass. He was adamant that he could not rent a video game to him, but he could purchase a movie. He was abrupt, rude, and impatient. I asked why he could rent a movie, but not a game as the pass had been purchased. His response was that movies cost 25 on average and games 65.

I again ask that he honor the agreement, or refund us the 15. He stated that we would need to speak with Vicki, even though he stated he was a manager. The following morning (July 17) I spoke with Vicki, she stated that a meeting had taken place where Blockbuster employees were threatned with losing their jobs if the video game pass was sold without a credit card. I explained this was not my problem and expected the pass we had purchased to be honored or a full refund given. She stated that there was a credit card on our account, but each time it was charged a 1.00, it was rejected.

My question is 1) why are they charging anything to the account if it is meant to be held in the event a video game is not returned and 2) why did they not honor the video pass purchased if they did in fact have a credit card on our account. She said we were credited the 15.00.

My husband had to go personally to the store location as they had not credited our account. When my husband asked for the credit, they stated my son had taken 5 games and that was worth 15.00. In response, my husband stated that the week's pass was supposed to be unlimited which was a benefit we paid for and did not receive. After 15 minutes of making a scene, they finally agreed to credit our account.

Chet of Tucson, AZ July 16, 2009

In May 09 I rented 3 movies from the Blockbuster Video store, Tucson,AZ . It was on a Sunday afternoon. I watched all three movies and returned them that evening through the slot in the wall. Around June 12 there was a charge on my credit card for 6.39 When I called the store they informed me that two of the movies were returned several days late, but that one was returned on time. When I questioned this, the clerk informed me that their scanners are very accurate and they don't make mistakes. I'm not asking for a refund, and there is no possibility that I can prove that I returned them the same day that they were rented. I recall the situation very clearly because my wife did not want me to go out late at night to return them, but I insisted.

Michelle of San Antonio, TX July 15, 2009

I rented videos from the store which has had a policy of "no late fees." The store clerk asked me if I wanted the videos for one day rental price or full week. I opted to pay for the full week because I knew we were going out of town. When I rented the videos on this occasion I was not informed that there was a new policy. We took the videos on a trip and upon returning I had a telephone message that stated that the videos were overdue and needed to be returned by a date that was near the end of the month or the full fee for the videos would be assessed. In the past, the assessed fee was removed if the videos were returned in good condition to the store. I returned the videos in perfect condition to store #48498 before that date. I'm sure that a look at my account can attest to that fact. I no longer have the videos in question in my possession and should not be charged for them.

sandeep of Tulsa, OK July 5, 2009

I registered a new account with Blockbuster in Tulsa on 1st July. During registration a lady at the counter suggested me to pay for a week and upgrade me within three days for a monthly package. When I went for an upgrade they told me they can't do it and will charge me full amount i.e. 32 instead of just charging me the difference, which shall have been 20. They also say they can't help us along with educating me of what up-gradation means. Good service.

freddie of lansing, MI July 3, 2009

havent recieved a movie in 3 weeks,i try reaching them and they ignore my complaints from my emails,on thier website you cant complain becausewhen you try to contact them from there it wont send or register your complaint

Joe of Wadsworth, OH June 27, 2009

I payed for a 10 unlimited game and movie rental package on Tuesday. On Friday i had some felonious activity on my credit card, my bank called me and we canceled the card. I went back to blockbuster and they informed me that they would no longer honer my unlimited game rental, nor would they be willing to reimburse any of my 10 that I had already paid.

robby of Oak Harbor, WA June 8, 2009

i am in the military and on a very tight budget. i have 5 children and my wife ius unable to work. we rented 3 video games and 2 movies from blockbuster. between myself and my wife we had some confusion over who took the movies back. we ended up turning them in five days after the due date. we apologized and thought all was good. we check our bank account and noticed there were five sepearate charges for 160 we only had about 100 left in our account. this caused all of our other bilss to bounce as well. we do have overdraft protection but it costs 20 for every over draft. so it turns out to be about 180 dolooars in overdraft charges and the blockbuster put credited the 160 times five back into our account.

damge is already done. i call the blockbuster in town and let them know the damage. and how i was unaware they would charge so quickly and without a phone call or notice of any kind. this lady was not very helpful and told i should have read thru my reciept. well ok now i am frustrated and tell her to just completely get rid of my account. she said no problem they dont need irresponsible people doing buissiness with them. she then tells me i no longer have an account, i asked if she had removed all of my credit card account from thier system. she said there is no way for her to do that and i am now trying to find somebody who can help me. very dissapointed.

Kelly of eveleth, MN May 30, 2009

I am very upset at this certain employee because he has a rude attitude, and uses uncalled for vocabulary when speaking to customers, and other co-workers while making negative remarks about his job that we as customers here over and over again. If he doesn't like his job why not quit. It would do the rest of us a favor. Not only that but if he is the assistant manager, what kind of professionalism is that? What does that reflect about Blockbuster as a customer service based company? Does Blockbuster have any disciplinary guidelines? A lot of my friends say he talks that way when they're in the store too. When will upper management step in and say this is enough? My main complaint is that my significant other works with Jeff at the Virginia store and almost everytime Jeff has to work after him, he is late. Not by just a few minutes sometimes 30 mins or even longer, like today my boyfriend was to get off of work at 3pm. Jeff was to come in and start work at 2pm, mind you people make plans based on their work schedules. He didn't show up to work till about 4:30pm!! What are you going to do about this? Thank you.

nils of tacoma, WA May 10, 2009

I'm deeply disappointed with Blockbuster and some recent activities done by the company. My credit card expired and I decided that I'd give up Blockbuster. Since my new card information was not available it basically cancelled my account. Three months later I recieved an email that my new credit card information was attained and my account was activated (without my doing). Somehow Blockbuster got my information without my authorization. This was concerning but there are bigger ordeals in the world to deal with. I cancelled within a few hours of the notice but 3 days later they sent another email that a movie was sent then the charge showed up on my account. I figured I'd roll with it at this point and use it for the next month. That was around the 10th-14th of April. I recently returned Australia and no new movie was sent. The queue has even been saying I only have one movie out. I returned the other movie tonight and the blockbuster store was unable to help me with any questions as "Blockbuster online is not part of this store". I should have had approximately 10 more days of movies but never recieved another one. I find it very disturbing when larger companies take advantage of consumers. I do plan to report this and am sharing this with friends.

Charlene of Oklahoma City, OK May 7, 2009

I was also turned over to a collection agency for the full cost of several movies that had all been returned. This store let a family member rent under my name and said he had been put on my account but couldn't tell me by who (which I hadn't). The movies were returned late and several months later I get a letter from a collection agency saying I had 30 days to take care of it or it would be reported on my credit. As someone with no blemishes on their credit, I had no choice but to pay.

I talked with the manager and he had one of his employees verify that they had been returned but too late. He was very rude and made some very rude comments. I guess you can advertise "no late fees" if you collect for the whole movie. To me that is false advertising especially when you don't notify your customers that they will be charged for the full amount. I cancelled my account and will never darken their doors again and I would suggest others do the same. I started searching the internet for complaints against the company and couldn't believe how many their were. They were sued in 2005 and found to be in the wrong but yet are still getting away with the same old thing. How is that JUSTICE!

Back to the top |