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Blockbuster frustrations

post #1 of 29
4/28/04 at 5:06pm
Thread Starter 
Ok i just got finish arguing with a blockbuster manager...

Here's what happened. I have one of those freedom pass which allows me to rent out unlimited movies for 1 month. Anyway, i was told when renting out a movie/game you should bring your returns with you to the counter so you can rent out your items faster. Ok i did that for two weeks, all is smooth. Anyway, i got a call today saying that while they were trying to rent out a movie, they found out there was no movie, it was an empty box & that i was the last person to rent it. They told me check around the house to see if its there. I do that for almost an hour & i can't find it. I return the call back saying i can't find it. I tell them i always make sure i have everything before returning my rentals. I told them that i went to the counter and returned my items & i rented out 2 more movies. She then tells me that, maybe the employee didn't check inside the box when they checked it in & returned it back to the shelf. I then told them, i returned the movie, you guys checked it in, its been a few days already, i don't see how i'm responsible for it now. She then says that i'm responsible cause i was the last one to rent it out. They say they are going to check the "Security tape" & if it shows that the employee did not check that i will have to pay for the DVD. Am i really responsible for this? I don't feel i should pay for something i don't have.

Anyway, i'm pretty frustrated right now. I mean the movie is freaken Timeline who would want to keep that? Anyone else have problems with blockbuster?
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post #2 of 29
4/28/04 at 5:13pm
One word: Netflix!
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post #3 of 29
4/28/04 at 6:27pm
I've run into this with "Video Update". Called me a week later and said they didn't receive a return. Like you, racking my brain and turning the house upside down and not finding it, I called the manager back and was told "oh, we found it, employee never checked it in". Gee, after all that you'd think they'd offer a free rental? Yea, right!
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post #4 of 29
4/28/04 at 6:49pm
I've had nothing but poor experiences at Blockbuster; mysterious late fees that pop up that they never mention occurs frequently
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post #5 of 29
4/28/04 at 7:25pm
It's reasons like this that I don't rent. I haven't rented anything since I started my DVD addiction.
I used to work for a rental chain and remember things like these happening. On the other side, I remember a guy returning a few movies a few months late. He then said he returned them on time, when I watched him drop them in the box and drive away. late fees were something like $700. don't know what happened though....
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post #6 of 29
4/28/04 at 8:38pm
I have never had a problem with BB in the 5+ years I have rented from them but lately I haven't rented that much from them. Hoping they will keep sending those 99 cent coupons out.
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post #7 of 29
4/28/04 at 8:46pm
NETFLIX !!!!!!!!!!!!!!!!!!!!!!!!!
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post #8 of 29
4/28/04 at 9:55pm
this exact situation happened with a copy of Project Gotham Racing that I rented. The only difference was that we used the drop off box. We checked back often to see if it had turned up and eventually they just let it go. probably some punk employee!
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post #9 of 29
4/29/04 at 12:09am
Ryan, that has absolutely nothing to do with renting and it really doesn't have anything to do with Blockbuster either. That is definitely not their policy and it's pretty absurd for people to take an incident like this and use it as a reason not to rent. I'll never understand that logic.

Do you live in the US? If you do, there is absolutely no way they can hold you responsible for their employees' incompetence. I mean, get real. If they could get away with this they could just claim movies that were returned actually weren't returned. Once an employee logs in that movie, you are relieved. If they disagree, call your State Attorney General's office. I am absolutely serious about that. Things like this are exactly what State Attorney Generals are here for. You could also contact some TV consumer advocate, if there is one in the area. That manager needs to be fired, so you might also try to get ahold of the Blockbuster District manager.
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post #10 of 29
4/29/04 at 12:16am
I am sure that it would be noticed right away if anyone just picked up an empty case, including yourself. Think about it, how could you pick up an empty case and think that it weighed the same as one with a tape in it?

The same would go for them. They would notice it immediately, if not before that!

Glenn
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post #11 of 29
4/29/04 at 1:07am
Though you may feel that you aren't responsible for this error in their records of transactions, it is still probably your responsibility under your rental agreement with BB. With movie rentals, you're generally guilty until proven innocent.

A similar thing happened to me, only I used the drop box. BB forgot to scan the box. They called telling me that it was a month late. They didn't bother to check their own shelves. Even though I told them over the phone that I had returned it promptly, it still took another trip to the store for them to actually check their shelves. Would have been nice if they offered a little apology deal. I've rented less from them since then.
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post #12 of 29
4/29/04 at 1:29am
Dropping a movie in the drop box is a completely different deal from handing it to an employee and having the movie scanned in and logged as returned.
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post #13 of 29
4/29/04 at 4:04am
Similar thing happened with a James Bond movie I rented a few years back at Blockbuster. I returned it but a few days later I got a call telling me I'm overdue. I tried explaining over the phone but like all of you, they didn't believe me.

The long and short of it is that I DID return it but the DVD was put in the wrong place by their professional sales associate and I never got an apology of any sort. That was the last time I rented from them.

I value where my money goes.
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post #14 of 29
4/29/04 at 4:40am
I had this happen both at Blockbuster and at Hollywood Video. Now I use NETFLIX!!!
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post #15 of 29
4/29/04 at 5:33am
interesting.

it can happen, and we check immediately in drawers (sleeves), and all cases. usually resolved ASAP.

If we have to call customer, we ask them when they returned it, and go from there. No hassles.
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post #16 of 29
4/29/04 at 6:49am
Why is anybody still going to Blockbuster to begin with???

It's already been said, but deserves another mention:

NETFLIX!

I haven't been inside a video store in over three years since I joined. Couldn't be happier.
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post #17 of 29
4/29/04 at 6:52am
I stopped using Blockbuster years ago when they began charging a late fee for about every third movie I returned on time.
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post #18 of 29
4/29/04 at 7:43am
Netflix doesn't work for everyone. Sometimes I rent one movie a month, sometimes 5, sometimes 10. Assuming Netflix is $20 a month, that's $240 a year. I don't come close to spending that much at Blockbuster, since I'm a member of their Rewards club. It cost $9.95 to sign up (like 25 cents more than the rental of 2 DVDs), and they give you two free rentals on the spot. They send you 12 free rental coupons a year, after you rent 5 you get one free, and every Monday, Tuesday and Wednesday is rent-one-get-one-free. It's also instantaneous exchange, no waiting for them to get the DVD back and then waiting for the next one to come.

And I've only ever had one problem with the "you never returned this DVD" routine, but miraculously they believed me and dropped the charge.
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post #19 of 29
4/29/04 at 8:06am
Thread Starter 
Going to talk to the Manager face to face today. Hopefully i'm going to get everything resolve in a civil matter. Going to cancel my account also...

As for you guys recommending netflix, i've tried it before, don't like waiting for my movies in the mail, i get to frustrated if i don't receive them by the 3rd day.

Good thing about Blockbuster i can rent as many movies i want with up to 2 DVD's out for $25 a month. This would have been perfect 3 years ago when i had no life, no wife, no baby, & no job. I could rent movies all day all night. hehe

Anyway, I was planning to do this only for month, not much of selection in terms of foreign films.

BTW thanks all for the helpful replies
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post #20 of 29
4/29/04 at 8:12am
First, about Blockbuster, if they checked the DVD in, I'd say you are in the clear. No matter what they say, legally (although I'm not a lawyer) I would say that you couldn't be found at fault since they processed the return. Even if you didn't return the DVD (and I believe you did), it was their fault for not finding it when it was returned. Someone behind the counter could have let it fall out of the box on the way to the shelf, someone could have stolen the DVD out of the box while it was on the floor etc.

As far as "checking the tape", I don't think their tape goes back that far. They may have been trying to scare you.

I've had them try to charge me for overdue DVDs, that were actually returned early so they aren't always to be trusted.

As for Netflix, it probably isn't for light renters. But if you do rent more than three a month, it is definitely a better deal than Blockbuster. You can get the 2 at a time plan for $15.
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post #21 of 29
4/29/04 at 9:44am
First, if the time between you returning the video and them realizing the movie was missing was 2 days or more, I think that something you should argue with the manager that the time period opens the doors for any mistake with his/her staff can make and there's no way of finding out what those mistakes are. If you are an avid renter, then maybe the step to Netflix is for you or a change of return policy where each movie or game is opened in the presence of the employee indicating the return. It will take time and of course the staff will be aggravated but well worth the effort.
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post #22 of 29
4/29/04 at 10:00am
Thread Starter 
Yeah i returned it on Sunday & they called me Yesterday(Tuesday). I told the manager on the phone that i returned them & they checked it in. I should not be responsible for it anymore. She told me that i am cause i'm the last person to rent it. I told her anyone can take it in the past few days, she then says "Are you implying that one of my employees would take it? I told her forget it, just check the damn Security tapes & i'll see you tomorrow.
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post #23 of 29
4/29/04 at 10:43am
Quote:
She told me that i am cause i'm the last person to rent it. I told her anyone can take it in the past few days, she then says "Are you implying that one of my employees would take it? I told her forget it, just check the damn Security tapes & i'll see you tomorrow.


Like Blockbuster would ever hire a bad employee!! Heaven forbid.

And have her check every tape where your returned box is featured. Have her watch the tape of when it goes from being checked in, to being put on the shelf, all the time it is on the shelf etc.

Good luck Ryan, be sure to let us know what happens.
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post #24 of 29
4/29/04 at 11:29am
I agree with Jon Martin. They did not say that you did not return it, as their system shows it checked in. They are trying to say it was an empty box, and even if it was, it's their fault for not catching this.

Since you said you already talked to the Store Manager, I wouldn't screw around at the store anymore. I'd get in contact with the Regional/District Manager and complain.
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post #25 of 29
4/29/04 at 11:55am
When I was in college, I rented a movie from blockbuster and returned it 2 days late. Since I was in college I didn't go back and rent another movie for many months so I didn't think about the late fee and never had a chance to pay. Blockbuster hired a collection agency that tried to add 50 dollars to the late fee for their trouble. Of course I told them all to pound sand and nothing bad ever happened.

I think now they've changed their practices and just charge your credit card though (which is better). So, if you don't want to pay you should be aware of that.
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post #26 of 29
4/30/04 at 8:11am
Thread Starter 
Well She told me they were going to call me after checking the security tapes but they never called..... So i ended up calling Blockbuster. I spoke with one of the employees & they told me its already resolved.

They didn't even bother telling me, not even an apology for being so rude to me on the phone. Anyway, i'm going to still cancel my account, i was actually hoping to speak with the manager instead of an employee oh well.... I think i might try Netflix again.
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post #27 of 29
4/30/04 at 5:57pm
BLOCKBUSTER???? Is THAT still around??!!
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post #28 of 29
5/6/04 at 5:10am
Hey, I like Blockbuster. Often have the best selection in my area, the employees are friendly, and I don't have to worry about my kids bumping into the 'adult' section.
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post #29 of 29
6/4/04 at 9:56pm
"They say they are going to check the "Security tape" & if it shows that the employee did not check that i will have to pay for the DVD. Am i really responsible for this? I don't feel i should pay for something i don't have."

they didnt and couldnt check the tape.
very unlikely it would be available more then the next day unless an incident happpened that caused them to pull the tape right away.

they were totally wrong as soon as the tAPe was checked in.
if the csr did not look in the case at that time,
it was his fault.

they can very easily look at your acc't and find out who (csr)checked in the tape.

late fees never "mysteriously pop up" on an acc't.

they will be there for 2 reasons.
1 you returned the movie late.
2 you returned it on time but it didnt get checked in when it was supposed to.

when 2 happens they are supposed to take off the fee just from you saying to them that you returned it on time and you belive it wasnt checked in properly.

we do this at our store whenever it happens.

Quote:
I am sure that it would be noticed right away if anyone just picked up an empty case, including yourself. Think about it, how could you pick up an empty case and think that it weighed the same as one with a tape in it?


not saying you did this, ryan, but at our store we get at least 5-6 empty dvd cases every day.
sometimes more then 10.
this includes empty vhs cases.

every month we have about 20 empty cases that get taken out of inventory because the customer never returns the movie.

Quote:
she then says "Are you implying that one of my employees would take it?


that one is funny as it is common fact that in blockbuster 75% of theft is by employees, may be higher.

glad it was resolved though.
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