Disturbing Blockbuster Situation

Jason Roer · 08-27-2007, 05:58 PM

Hey everyone,

Don't know if this is the correct forum for this, but since it involved an HD-DVD, I thought I'd post here. I guess I should post over in the SD-DVD software thread since it could effect them too.

I cancelled my Blockbuster Online subscription July 24th while I still had The Big Lebowski on HD-DVD out. On July 25th, I received an e-mail confirming my cancellation and informing me that I needed to return any outstanding DVDs by 9/23/07.

This Saturday I received an e-mail telling me I had not yet returned The Big Lebowski and that I would be charged the selling price for the item. If I returned it, I would get my money returned to me, less the restocking fee.

I called them today to let them know the e-mail had stated I must return the movie by 9/23/07 and they said, well it must be a glitch in the system. Sorry, you'll STILL HAVE TO PAY THE RESTOCKING FEE!

WHAT? I'm obviously not upset about the $1.25 restocking fee, but rather the principle of it. I got a supervisor on the phone and she told me there nothing that could be done. I still had their product and they had every right to charge me. I reminded her I have tangible proof that I didn't have to return the HD-DVD until 9/23/07 and therefore, they did not, in fact have any such right. She said she was sorry, and once again went the "it's a glitch in the system" approach. All movies are due back 30 days after cancellation. This went round and round for a few minutes.

Finally, I offered her a work around since apparently there is nothing that could be changed in the system to get me my money back. I asked if they could give me a month free for this annoyance. She told me it wasn't worth it to them (HER ACTUAL WORDS!) because it was only a dollar they owed me. She didn't even so much as offer me a coupon for a single movie rental instore! She offered me nothing. I told her the reason I cancelled was because we're having a child in a few months and I don't have the time right now, but that I could have been a returning customer (certainly my child is going to want to watch movies!). I then told her I would now NEVER even consider going into their store again if this is their type of customer service. This event is in the top 2 all-time blunders in the customer service world that has happened to me.

Finally she said if I fax her the e-mail - maybe there could be something done. "What," I asked her? I reminded her she'd already told me there was nothing that could be done. She, of course, had no answer to that.

I'm still in a state of shock. I rarely get upset or have the old blood pressure rise, but man did she get under my skin. She was so nasty about it. Had this pompous attitude, even though it's black and white that I am correct in this situation. I even have the e-mail that says when I needed to return the darn disc!

So I wonder if any of you out there have had any similar experiences? Either with Blockbuster or Netflix or any online or instore rental outfit. I certainly hope you have not. But I wanted you all to know what kind of service I got over at Blockbuster. Renter beware!

Cheers,

Jason

**HTF Ads**

Jason Roer · 08-27-2007, 06:05 PM

Hey everyone,

I just posted this in the HD-DVD software section, but thought you guys and gals should hear this too as it could easily effect you.

I cancelled my Blockbuster Online subscription July 24th while I still had The Big Lebowski on HD-DVD out. On July 25th, I received an e-mail confirming my cancellation and informing me that I needed to return any outstanding DVDs by 9/23/07.

This Saturday I received an e-mail telling me I had not yet returned The Big Lebowski and that I would be charged the selling price for the item. If I returned it, I would get my money returned to me, less the restocking fee.

I called them today to let them know the e-mail had stated I must return the movie by 9/23/07 and they said, well it must be a glitch in the system. Sorry, you'll STILL HAVE TO PAY THE RESTOCKING FEE!

WHAT? I'm obviously not upset about the $1.25 restocking fee, but rather the principle of it. I got a supervisor on the phone and she told me there nothing that could be done. I still had their product and they had every right to charge me. I reminded her I have tangible proof that I didn't have to return the HD-DVD until 9/23/07 and therefore, they did not, in fact have any such right. She said she was sorry, and once again went the "it's a glitch in the system" approach. All movies are due back 30 days after cancellation. This went round and round for a few minutes.

Finally, I offered her a work around since apparently there is nothing that could be changed in the system to get me my money back. I asked if they could give me a month free for this annoyance. She told me it wasn't worth it to them (HER ACTUAL WORDS!) because it was only a dollar they owed me. She didn't even so much as offer me a coupon for a single movie rental instore! She offered me nothing. I told her the reason I cancelled was because we're having a child in a few months and I don't have the time right now, but that I could have been a returning customer (certainly my child is going to want to watch movies!). I then told her I would now NEVER even consider going into their store again if this is their type of customer service. This event is in the top 2 all-time blunders in the customer service world that has happened to me.

Finally she said if I fax her the e-mail - maybe there could be something done. "What," I asked her? I reminded her she'd already told me there was nothing that could be done. She, of course, had no answer to that.

I'm still in a state of shock. I rarely get upset or have the old blood pressure rise, but man did she get under my skin. She was so nasty about it. Had this pompous attitude, even though it's black and white that I am correct in this situation. I even have the e-mail that says when I needed to return the darn disc!

So I wonder if any of you out there have had any similar experiences? Either with Blockbuster or Netflix or any online or instore rental outfit. I certainly hope you have not. But I wanted you all to know what kind of service I got over at Blockbuster. Renter beware!

Cheers,

Jason

Douglas Monce · 08-27-2007, 06:11 PM

A restocking fee for a movie that isn't late??? Thats just crazy!

Doug

Jim_K · 08-27-2007, 06:16 PM

I suspect this'll get moved to the Vendor forum but................

I never used Blockbuster online but I have had minor (but similar) aggravations at the B&M stores in the past. I've pretty much avoided Blockbuster the past 10 years. I've had Netflix (off and on) pretty much since they started and frequent Hollywood Video (which now has a good selection of both Blu-Ray and HD DVD) locally.

FWIW - I've cancelled with Netflix twice before but made sure they received whatever I had out and that my queue was empty before I actually cancelled.

Jason Roer · 08-27-2007, 06:19 PM

The funny thing is she just kept telling me in her stern little voice she was sorry that there was a glitch but that I would have to pay anyway. I asked her as an end user, would she have been happy with this situation. She said no, and then returned to her mantra, "There's nothing that can be done" which roughly translates to, "Bend Over!"

"Ben? Nice to meet you," Irwin "Fletch" Fletcher

Cheers,

Jason

TravisR · 08-27-2007, 06:25 PM

Quote:

Originally Posted by Jason Roer

...which roughly translates to, "Bend Over!"

That's probably what will happen but I'd call back and ask to talk to a supervisor because you can't fathom this turn of events and you need someone else to explain this to you. Going higher up on the food chain may get you a person who doesn't want to deal with you and will give you what you want. You could try telling the supervisor that you were planning on coming back to BB's online service in the near future but there's no way that you'll do that now and (hopefully) they'll get rid of the fee in the name of customer service.

Jon Martin · 08-27-2007, 06:28 PM

Sorry about your situation, but I really don't feel that Blockbuster was THAT out of line.

You should have just sent the DVD back as soon as you cancelled. With a two month time period, you had to have known it was a glitch.

My experience with BB hasn't been the greatest. One of the last times I was there a few years ago, they told me I had returned 3 DVDs late and owed a fine. Not only had I never returned them late (in my life of 25 years renting, I've never been late with a rental) but I returned them a few days early. I told him this fact and he shrugged and credited it out.

Craig Beam · 08-27-2007, 06:29 PM

I've been using Netflix for years, but gave Blockbuster a shot earlier this year. After two months I cancelled. Crappy selection (compared to Netflix) was my main gripe, but I'm sure if I'd stayed with them longer, I'd have more to bitch about.

Jason Roer · 08-27-2007, 06:29 PM

Quote:

Originally Posted by TravisR

That's probably what will happen but I'd call back and ask to talk to a supervisor because you can't fathom this turn of events and you need someone else to explain this to you. Going higher up on the food chain may get you a person who doesn't want to deal with you and will give you what you want.

Sadly, she WAS the supervisor. And the funniest part was that the original agent I got was significantly nicer. I may try again tomorrow and see what that yields. I'm also going to fax over the e-mail to the supervisor I did speak with. Maybe if there's proof in front of her nose she'll do something about it. I really don't want to let this slide - that part of me that hates the corporations got very upset with Blockbuster today!

Cheers,

Jason

TravisR · 08-27-2007, 06:30 PM

Quote:

Originally Posted by Jason Roer

Sadly, she was the supervisor.

Well, I'm out of ideas.

I consider myself to be very petty but when I worked in a video store, I never cared about getting rid of late fees (unless it was some ridiculous amount or someone who was habitually late) and I'd drop a $1.25 late fee faster than The Flash.

Jason Roer · 08-27-2007, 06:33 PM

Quote:

Originally Posted by TravisR

Well, I'm out of ideas.

No man, it was a good thought. There's always another supervisor.

Cheers,

Jason

Jason Roer · 08-27-2007, 06:48 PM

Quote:

Originally Posted by Jon Martin

Sorry about your situation, but I really don't feel that Blockbuster was THAT out of line.

You should have just sent the DVD back as soon as you cancelled. With a two month time period, you had to have known it was a glitch.

My experience with BB hasn't been the greatest. One of the last times I was there a few years ago, they told me I had returned 3 DVDs late and owed a fine. Not only had I never returned them late (in my life of 25 years renting, I've never been late with a rental) but I returned them a few days early. I told him this fact and he shrugged and credited it out.

Jon,

The reason I'm upset is that they clearly stated in their e-mail I had until the 23rd of Sept. to return it and now I'm being charged well before that date. I was one vacation for a few weeks and just didn't have time to get to it. I just got back and have had lots to catch up on, so I was hoping to see it this weekend.

It's not the money - but rather the priciple. I'm being charged for something that is clearly Blockbuster's mistake. And all they had to do (if it is really true that they can't refund the restocking fee) is to give me a coupon for an instore rental. That's how the customer service industry should work. If they are at fault, there shouldn't even be the slightest hesitation - they should figure out how to compensate you.

Cheers,

Jason