Complaint Review: BLOCKBUSTER - Pace Florida

I have an interesting little story to add to this discussion. I worked as a patrol officer for an Arkansas police department a few years ago and I had an experience with Blockbuster that cost them my business FOREVER. I rented two movies and returned them the next day. Two or three weeks later, I started getting threatening phone calls from an employee that the movies had not been returned. I informed this very rude individual that the movies had been returned and hung up. Two more weeks past and I got a bill for $160.00 for the two movies. After my shift ended, I went to the store and confronted the manager with the bill. She began to get very rude and after several minutes of back and forth nonsense, I finally realized that she was trying to accuse me of stealing. Here I was, in uniform being accused of theft. I looked her in the face and asked her if she was accusing me of theft and reminded her that falsely accusing a law enforcement officer of crime in public was a felony. After several seconds of tense silence, she finally said no, but that I had not returned to the movies either. I then told her to look for the movies. She stomped off and after maybe three or four minutes, she returned with the "missing" movies in her hand. She was very apologetic but I would not accept her apology. I filed a complaint with her district manager and with the AG's office. She and most of the staff were fired. Several weeks later, some of the officers and detectives were going around town actually investigating some of the local businesses. I went to Blockbuster in street clothes and rented a movie. I walked out, turned around and brought the movie back. The idiot at the counter checked the computer and said that the movie was late. I identified myself and told the young man that he had just committed fraud. The matter was turned over to the state. That particular BB was shut down over two years ago. Blockbuster is a company that makes fraud a regular part of their business. There is no way to defend this. The excuses that some of the employees have made about people not reading the fine print is just BS. I know that fraud is a very strong word but that is what this company does. It defrauds its customers and it has for several years.

Patrick, what I'm thinking in my head while a customer is going off on me when I tell them they owe $1.25 because they kept a movie for a month after it was due, does not reflect the on the way actually I treat them. And even if it did, it would be something like "Dude, relax. I'ts only $1.25. At least they're not charging you the price of the movie." I don't think that anyone that walks in to my store can say that I don't treat them with the utmost decency, politeness, or respect. I go out of my way to help a customer when a movie they said they brought back is not in the computer. Like both of us stated, when we are at fault, we credit the customer to correct amount. Maybe the way I treat the customers is the reason that I'm being made shift leader after working there only two months. There are instances, however, such as this, where all of us are given the opportunity to speak our mind. Where I can try and remind people that it's important to use logic and reasoning when determining whether or not it is justifiable to initiate any conflict over something as trivial as a movie rental. As a proud employee, I admit it when I'm wrong. The sad thing is, most customers won't.

"Bait and Switch" is the right term as someone mentioned. How many others have the same issue and just don't make a point or take the time as been done here? The bottom line still is to file a report to the BB and Consumer's Affairs for the state unless you plan on suing in small claims. Then boycott the store by not doing business there again. You can go further if you have nothing else to do. Get a sign and walk the sidewalk with it, run an ad in the newspaper, or anything. It was a series of errors which your attitude may have contributed to the cause. A better way, would have been to decline from purchase, point out to the manager the faulty, misleading advertisement, and notify him/her you would not be returning until something has been done to correct misleading advertisements in the store in the future. Then file the compliant with the corporation, BB and Consumer Affairs. But to complete the purchase after you identified the problem and was not satisfied with the deal, then you are the problem. You accepted the deal when you paid the price. It is that simple. If you had paid for it and then this issue was discovered, that is different situation. You are then a victim that with recourse rights.

I think it's funny your whinning about 3 dollars... get a life for hells sake... you sound like your an unhappy pissed off at the world person... get a life already!!!

Thank Heavens that BB shut down all of the stores in our area!! In MI. the rules are that if you advertise in a specific manner (ie: ANY three for 9.99) that means that you get ANY three for 9.99, and it doesn't matter if they are movies or games. Up here, it doesn't matter if you're in a grocery store, mass marketer, video store, or mom & pop, if they don't live up to what is advertised, or if the register isn't properly programed with the correct price, then the store pays the customer a 'bounty' in addition to correcting the price. This is called 'consumer protection' and in place to make sure that customers aren't taken advantage of. (All of the products also must have a price tag in groc and mass marketing or the store in question is also subject to a 'bounty') Sorry, but I agree with the OP on this one. Is the loss of business worth the three dollar mistake on the managers part? Given all of the closures locally (and the loss of business to Family Video), I'd guess not. While I don't believe that the customer is always right, in this case, I think he was. Side note: Had this been me, I would have given the video's back, made sure that I wasn't charged, and gone next door..... I'd rather walk away from a deal than complain later, since financially, it makes more sense,

Rude customers are another. There is always that customer out there that must be so incredibly rude, unwilling to listen or understand why something is NOT exactly the way that he would like it to be, etc... It is nearly impossible to reason with such individuals, and sometimes turning these customers away is the best, if not only, option.

Rude customers are another. There is always that customer out there that must be so incredibly rude, unwilling to listen or understand why something is NOT exactly the way that he would like it to be, etc... It is nearly impossible to reason with such individuals, and sometimes turning these customers away is the best, if not only, option.

Rude customers are another. There is always that customer out there that must be so incredibly rude, unwilling to listen or understand why something is NOT exactly the way that he would like it to be, etc... It is nearly impossible to reason with such individuals, and sometimes turning these customers away is the best, if not only, option.

Rude customers are another. There is always that customer out there that must be so incredibly rude, unwilling to listen or understand why something is NOT exactly the way that he would like it to be, etc... It is nearly impossible to reason with such individuals, and sometimes turning these customers away is the best, if not only, option.

I agree with you %100 Patrick. If you cant handle customers dont work in retail because you will ALWAYS get someone whoes rude. I would lose my job if I said you can take your money somewhere else....I would definately find another line of work.

FIRST IF THE MAIN SIGNS ADVERTISING THIS PROMO SAID ASK FOR DETAIL THEY ARE COVERED SECOND THOSE READOUT SCREEN HAVE LIMITED CAPABILITY THIRD SOMETIME THE ADVERTISING COMPANY PRINTS THE MAIN SIGN WITH THE ASK FOR DETAILS AND SUBSEQUENTLY THEY ARE JUST REMIDING YOU AT THE REGISTER WITH THAT POS ADVERTISMENT

Based on this limited information, how were you able to determine what exactly "ANY" referred to? I don't see where it says you can rent any games, any movies, any ANYTHING specifically; therefore, one must ask for the details of the promotion -- which you did, and found out that the promotion applies to movies. OK, great, problem solved!

As a former BB Store Manager, I can say with certainty that James was completely right in this matter. What should have happened was this: The manager should have apologized for the misleading ad, done a credit override to bring the price down to $9.99 plus tax, and then change the tower to read "Rent any 3 movies for $9.99". It seems the manager did not follow his MAP (Master Action Plan sent to each store showing where POP goes, what to advertise, current promotions, etc) correctly. I'm sure Corporate would not have made such a blunder. This is one of Blockbuster's popular recurring promos. We seemed to run it at least once every 3 months. James really could have pressed the matter and filed a complaint with the AG for false advertising. He even has photographic evidence. But instead, he was treated badly, and I'm sure BB has lost a regular customer. And for John, the BB employee. Yes, I fully understand how frustrating it can be sometimes. However, my motto was always "kill them with kindness". It's amazing how fast someone who is angry will calm down if you do not act confrontational. I'm not sure if this is just a job for you, or if it is a career path, but I will say one thing. The attitude you've displayed here will not get you far in a customer service oriented career field.

Like I had said before, If we (and by we I mean the Blockbuster store) are at fault, we will gladly credit you the correct amount. There are very few exceptions in which we don't do this at our store. Reflect on this: Does anyone honestly think that the employee benefits in any way by being a jerk to the customer? If there's a problem, I sure that any employee at any store would be glad to help you as long as you understand that they too are people. As a consumer and an employee for the company, I know that when I walk in to any other store, I make sure to treat every person with respect. If I'm in Wal-Mart, and I knock over some paper towel rolls, I pick them up and put them where they belong. Not toss them on top of something else. Does that seem unfair? To take responsibility for my actions? Remember that no employee ANYWHERE, is a robot. Treat others as you would like to be treated.

But what happened to the customer always being right. I work for publix and there are signs that are marked wrong. And even if the customer reads it wrong they are ALWAYS right. And get a refund or another pruduct. Customers is what makes a buisness what it is. Telling someone to go somehwere else wow ..What a great employee u are. Every customer is important and unfortunately there always right. EVEN when there wrong.......Dont put something on a sign that someone has to ask what it means...Be more explicit in what 3 for $9.99 means OR give them what they want....

But what happened to the customer always being right. I work for publix and there are signs that are marked wrong. And even if the customer reads it wrong they are ALWAYS right. And get a refund or another pruduct. Customers is what makes a buisness what it is. Telling someone to go somehwere else wow ..What a great employee u are. Every customer is important and unfortunately there always right. EVEN when there wrong.......Dont put something on a sign that someone has to ask what it means...Be more explicit in what 3 for $9.99 means OR give them what they want....

BB did the same scam with me on the no late fee policy. stating i did not read the contract. The BB employee with the 12 year old kid is perfect for BB, has their mentality. It is employees like him that have caused me to drive farther to rent movies i can get at a closer BB location.

We live in a world of unending disclaimers. Whether an ad is written, on the radio or television, it seems there is always a "catch" of some sort. The problem I have with the sign at Blockbuster is that there is no asterisk (*) or even a disclaimer that says "ask for details" or anything like that. If it was me, I would have asked what the details were regarding the offer, but I think that James was correct for feeling that he was ripped off.

We live in a world of unending disclaimers. Whether an ad is written, on the radio or television, it seems there is always a "catch" of some sort. The problem I have with the sign at Blockbuster is that there is no asterisk (*) or even a disclaimer that says "ask for details" or anything like that. If it was me, I would have asked what the details were regarding the offer, but I think that James was correct for feeling that he was ripped off.

We live in a world of unending disclaimers. Whether an ad is written, on the radio or television, it seems there is always a "catch" of some sort. The problem I have with the sign at Blockbuster is that there is no asterisk (*) or even a disclaimer that says "ask for details" or anything like that. If it was me, I would have asked what the details were regarding the offer, but I think that James was correct for feeling that he was ripped off.

We live in a world of unending disclaimers. Whether an ad is written, on the radio or television, it seems there is always a "catch" of some sort. The problem I have with the sign at Blockbuster is that there is no asterisk (*) or even a disclaimer that says "ask for details" or anything like that. If it was me, I would have asked what the details were regarding the offer, but I think that James was correct for feeling that he was ripped off.

James, do us ALL a favor and cancel your account with BlockBuster and get an account with one of the on-line movie rental companies. I haven't been to a BlockBuster, even though there is one less than 2 miles away, in a couple of months. Please Respond.

Robert, it's a simple statement. How can it confuse you so? "Rent" - BB only rents movies and games. BB does not rent popcorn, candy, drinks, etc. "Any" - do you need the defintion? ("any one or ones," MW Dictionary.) "3" - numeral indicating one more than two. "For" - "in exchange as equal to," MB Dict. "$9.99" - monetary value of one cent less then ten US dollars. I did not write the ad; BB did. No indication nearby indicating you must read more for complete clarification (e.g. asterick indicating read the "small print"). Thus, the generally accepted definitions of the terms are used for a complete understanding. Thus, the general accepted meaning of the BB ad is that BB is offering to rent any three items that they rent for $9.99. Could it be simpler? Again, by state law, retailers are required to adhere to the advertisement they state. Can you imagine shopping if that wasn't the case? Robert, are you old enough to have been alive when "bait and switch" (B&S) was a more common practice? B&S remains an active practice, but in other forms; today the "small print" covers them to within the law.

NOWHERE on that register does it say 3 MOVIES for $9.99. It also doesn't say WHAT you get. How do you know it wasn't 3 bags of popcorn for $9.99? Or, 3 candy bars? Maybe it was a combination of stuff, like at a restaurant. Since it does not specify WHAT is being sold, or rented at that price, you simply need to ask someone in charge. You did, and you did not like the answer, since it did not fit into what you wanted to hear. Since you weren't told what you wanted to hear, you decide you've been wronged somehow. There is no ripoff here. You simply don't like the end result.

John, if you are going to remain in retail, you may want to be better informed in "Truth in Advertising" laws for your state (i.e. our state, Florida). Florida, along with all states, have truth in advertising laws protecting consumers over practices like this. As the photo clearly shows and my explaination details, this was a typical "bait and switch," which is against the law. In closing this issue, after numerous telephone calls to BB - district, main office and customer service - BB gave me the required refund and one free rental for their mishandling of this matter. BB also corrected the display to the message that they meant.

John if everone who spends $5 stays home you won't have a job. I would have just gave the guy what he wanted, after all it is only three bucks. Think of the money Blockbuster spends to get a customer in the door and then lets one go and gets bad pub for three bucks. And it seems to me they should just add the word movies problem solved. Tony CPA

This message is for all Blockbuster customers: As a current Blockbuster employee, I can tell you is that the most important thing to do is inform yourselves before engaging in "any" sort of transaction. An intelligent person does not sign a contract without reading it first. Many people think of and refer to Blockbuster employees as "Blockbuster" when in fact we are NOT the company. We do not make up the rules for the company, nor do we enjoy it when people try and make conflict. We are people too. If you are not sure about the "rent any 3 for $9.99", then ask an employee. "Excuse me, does the 3 for apply to games, or just movies?" We'll be glad to answer your question. I've had 12 year old kids ask me that question. Surely a mature adult is capable, too. Asking us questions helps us avoid the hassle of having to void your transactions or deal with an unpleasant customer. Same goes for the rental/return policies. READ your receipts. READ your coupons. Check if they can be combined with other offers. If you are still not sure, ASK an employee. Blockbuster cannot rent you one movie for $3.33 or 2 for $6.66. In order for the 3 for $9.99 offer to be credited, the computer must have 3 movies scanned and a SEPERATE barcode for the offer. Once we scan the 3 for $9.99, we cannot void it. If we void a movie individually, it will void the full price, NOT the coupon price. In the instance that it was our fault, we will credit the account for the correct amount. The manager has the ability to correct the price if it's OUR fault. NOT if it's yours. There are two vary important sayings to keep in mind: 1. The only stupid questions are the ones that weren't asked. 2. Ignorance of the law is no excuse. On a personal note to mean customers out there: People like you are what make this job intolerable. They think they deserve everything for nothing and will raise heaven and hell if they don't get their way. Well guess what? This is real life. As much as you like to think of any employee at any store as your servants, as if they owe you ANYTHING, they aren't. Why don't you think of what it would be like for somebody to hassle you at your job. Make things easier for EVERYBODY and stay home. We don't need your 5 dollars.

This message is for all Blockbuster customers: As a current Blockbuster employee, I can tell you is that the most important thing to do is inform yourselves before engaging in "any" sort of transaction. An intelligent person does not sign a contract without reading it first. Many people think of and refer to Blockbuster employees as "Blockbuster" when in fact we are NOT the company. We do not make up the rules for the company, nor do we enjoy it when people try and make conflict. We are people too. If you are not sure about the "rent any 3 for $9.99", then ask an employee. "Excuse me, does the 3 for apply to games, or just movies?" We'll be glad to answer your question. I've had 12 year old kids ask me that question. Surely a mature adult is capable, too. Asking us questions helps us avoid the hassle of having to void your transactions or deal with an unpleasant customer. Same goes for the rental/return policies. READ your receipts. READ your coupons. Check if they can be combined with other offers. If you are still not sure, ASK an employee. Blockbuster cannot rent you one movie for $3.33 or 2 for $6.66. In order for the 3 for $9.99 offer to be credited, the computer must have 3 movies scanned and a SEPERATE barcode for the offer. Once we scan the 3 for $9.99, we cannot void it. If we void a movie individually, it will void the full price, NOT the coupon price. In the instance that it was our fault, we will credit the account for the correct amount. The manager has the ability to correct the price if it's OUR fault. NOT if it's yours. There are two vary important sayings to keep in mind: 1. The only stupid questions are the ones that weren't asked. 2. Ignorance of the law is no excuse. On a personal note to mean customers out there: People like you are what make this job intolerable. They think they deserve everything for nothing and will raise heaven and hell if they don't get their way. Well guess what? This is real life. As much as you like to think of any employee at any store as your servants, as if they owe you ANYTHING, they aren't. Why don't you think of what it would be like for somebody to hassle you at your job. Make things easier for EVERYBODY and stay home. We don't need your 5 dollars.

This message is for all Blockbuster customers: As a current Blockbuster employee, I can tell you is that the most important thing to do is inform yourselves before engaging in "any" sort of transaction. An intelligent person does not sign a contract without reading it first. Many people think of and refer to Blockbuster employees as "Blockbuster" when in fact we are NOT the company. We do not make up the rules for the company, nor do we enjoy it when people try and make conflict. We are people too. If you are not sure about the "rent any 3 for $9.99", then ask an employee. "Excuse me, does the 3 for apply to games, or just movies?" We'll be glad to answer your question. I've had 12 year old kids ask me that question. Surely a mature adult is capable, too. Asking us questions helps us avoid the hassle of having to void your transactions or deal with an unpleasant customer. Same goes for the rental/return policies. READ your receipts. READ your coupons. Check if they can be combined with other offers. If you are still not sure, ASK an employee. Blockbuster cannot rent you one movie for $3.33 or 2 for $6.66. In order for the 3 for $9.99 offer to be credited, the computer must have 3 movies scanned and a SEPERATE barcode for the offer. Once we scan the 3 for $9.99, we cannot void it. If we void a movie individually, it will void the full price, NOT the coupon price. In the instance that it was our fault, we will credit the account for the correct amount. The manager has the ability to correct the price if it's OUR fault. NOT if it's yours. There are two vary important sayings to keep in mind: 1. The only stupid questions are the ones that weren't asked. 2. Ignorance of the law is no excuse. On a personal note to mean customers out there: People like you are what make this job intolerable. They think they deserve everything for nothing and will raise heaven and hell if they don't get their way. Well guess what? This is real life. As much as you like to think of any employee at any store as your servants, as if they owe you ANYTHING, they aren't. Why don't you think of what it would be like for somebody to hassle you at your job. Make things easier for EVERYBODY and stay home. We don't need your 5 dollars.

This message is for all Blockbuster customers: As a current Blockbuster employee, I can tell you is that the most important thing to do is inform yourselves before engaging in "any" sort of transaction. An intelligent person does not sign a contract without reading it first. Many people think of and refer to Blockbuster employees as "Blockbuster" when in fact we are NOT the company. We do not make up the rules for the company, nor do we enjoy it when people try and make conflict. We are people too. If you are not sure about the "rent any 3 for $9.99", then ask an employee. "Excuse me, does the 3 for apply to games, or just movies?" We'll be glad to answer your question. I've had 12 year old kids ask me that question. Surely a mature adult is capable, too. Asking us questions helps us avoid the hassle of having to void your transactions or deal with an unpleasant customer. Same goes for the rental/return policies. READ your receipts. READ your coupons. Check if they can be combined with other offers. If you are still not sure, ASK an employee. Blockbuster cannot rent you one movie for $3.33 or 2 for $6.66. In order for the 3 for $9.99 offer to be credited, the computer must have 3 movies scanned and a SEPERATE barcode for the offer. Once we scan the 3 for $9.99, we cannot void it. If we void a movie individually, it will void the full price, NOT the coupon price. In the instance that it was our fault, we will credit the account for the correct amount. The manager has the ability to correct the price if it's OUR fault. NOT if it's yours. There are two vary important sayings to keep in mind: 1. The only stupid questions are the ones that weren't asked. 2. Ignorance of the law is no excuse. On a personal note to mean customers out there: People like you are what make this job intolerable. They think they deserve everything for nothing and will raise heaven and hell if they don't get their way. Well guess what? This is real life. As much as you like to think of any employee at any store as your servants, as if they owe you ANYTHING, they aren't. Why don't you think of what it would be like for somebody to hassle you at your job. Make things easier for EVERYBODY and stay home. We don't need your 5 dollars.