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BLOCKBUSTER Charged for Video games that I never checked out Henderson Nevada
I should short their stock. Blockbuster has no understanding of customer service and does not have a process in place to follow up on customer complaints (that is why we are all here).
In October 2006 I noticed a charge of $64.61 on my credit card form Blockbuster. Previous to seeing this on my bill I did not recieve any type of notice that a charge was going to be made to my credit card.
The very next day I went to the Blockbuster store located in Wigwam and Pecos in Henderson, NV and talked with Devan. He said he would review the security tapes and get back to me.
One week later I returend to the store still not hearing back from Devan. I talked with him again and told him I had to leave the country for 2 months and I needed to have this resolved in the next couple of days. He said he would review it that afternoon and call me, this time he did.
I returned to the store and he indicated that a previous employee looked to be checking out the playstation games in question and looked to be working with another employee. He said he would take care of this and for me not to worry.
I returned to the store the first week in January to find that this still hasn't been resolved.
Another manager, John, seemed to want to help but said he needed to discuss with Casey Stallings (702) 260-6780. He also said the security tape no longer exists because it is on 3 month rotation (why wasn't it held for a customers complaint?).
He also indicated that Devan had quit recenlty.
I have not been able to get in touch with Casey and she has not tried to get in touch with me.
For $64 I'm not sure it is worth small claims court but I will cancel my membership there and tell everyone of my experiences with this company and hopefully it will force the corporation to establish better consumer support.
Francis
Henderson, Nevada
U.S.A.
3 Updates & Rebuttals
Sean
Panorama City,California,
U.S.A.
Sorry to hear...
#4UPDATE Employee
Tue, February 27, 2007
I'm sorry to hear your bad experience with a single employee, who, to me, sounds like he was on the outs with the company when you first spoke to him. Not your fault, just bad luck. Someone else should have followed up on Devan's lack of effort. However, keep in mind there are about 20-30 people exactly like you that call for things like this daily. The store manager is the only person that can remove charges such as these, and they can only work 40 hours a week. Most stores have a staff of 10 or less and are given very little room to operate.
You have to realize, while the charges may not have been for things rented by you, there is no way for Blockbuster to know that definitively. Basically, what you're asking for is for them to give you $60 for games of theirs that will still be missing after they've given you your money back. I believe you, I have no reason not to.
But the problem is, as an employee we hear "I didn't rent that" or "I returned that" hundreds of times a day. When the videos are never in the store and it turns out these customers were wrong, you come to believe no one without some definitive proof. I understand the error was in this process, since no one got to it, but that's the failure of said store employees, not the national company.
Now, you want customer service, and you obviously didn't get it in store. Call the national Customer Care line between 7am-7pm CST at 800-406-6843. I've never seen anyone go unsatisfied in some way after talking to the Customer Care line.
Sean
Panorama City,California,
U.S.A.
Sorry to hear...
#4UPDATE Employee
Tue, February 27, 2007
I'm sorry to hear your bad experience with a single employee, who, to me, sounds like he was on the outs with the company when you first spoke to him. Not your fault, just bad luck. Someone else should have followed up on Devan's lack of effort. However, keep in mind there are about 20-30 people exactly like you that call for things like this daily. The store manager is the only person that can remove charges such as these, and they can only work 40 hours a week. Most stores have a staff of 10 or less and are given very little room to operate.
You have to realize, while the charges may not have been for things rented by you, there is no way for Blockbuster to know that definitively. Basically, what you're asking for is for them to give you $60 for games of theirs that will still be missing after they've given you your money back. I believe you, I have no reason not to.
But the problem is, as an employee we hear "I didn't rent that" or "I returned that" hundreds of times a day. When the videos are never in the store and it turns out these customers were wrong, you come to believe no one without some definitive proof. I understand the error was in this process, since no one got to it, but that's the failure of said store employees, not the national company.
Now, you want customer service, and you obviously didn't get it in store. Call the national Customer Care line between 7am-7pm CST at 800-406-6843. I've never seen anyone go unsatisfied in some way after talking to the Customer Care line.
Sean
Panorama City,California,
U.S.A.
Sorry to hear...
#4UPDATE Employee
Tue, February 27, 2007
I'm sorry to hear your bad experience with a single employee, who, to me, sounds like he was on the outs with the company when you first spoke to him. Not your fault, just bad luck. Someone else should have followed up on Devan's lack of effort. However, keep in mind there are about 20-30 people exactly like you that call for things like this daily. The store manager is the only person that can remove charges such as these, and they can only work 40 hours a week. Most stores have a staff of 10 or less and are given very little room to operate.
You have to realize, while the charges may not have been for things rented by you, there is no way for Blockbuster to know that definitively. Basically, what you're asking for is for them to give you $60 for games of theirs that will still be missing after they've given you your money back. I believe you, I have no reason not to.
But the problem is, as an employee we hear "I didn't rent that" or "I returned that" hundreds of times a day. When the videos are never in the store and it turns out these customers were wrong, you come to believe no one without some definitive proof. I understand the error was in this process, since no one got to it, but that's the failure of said store employees, not the national company.
Now, you want customer service, and you obviously didn't get it in store. Call the national Customer Care line between 7am-7pm CST at 800-406-6843. I've never seen anyone go unsatisfied in some way after talking to the Customer Care line.