Alex
Glendale,#2Consumer Comment
Sat, May 31, 2003
I had rented a movie from one blockbuster and since i was in a hurry, asked my brother to return it, but he returned it to the wrong one. I asked and they said that if you dropped it off in the wrong store, they send it back to the original. i waited over a month and got a bill for it, i went to every blockbuster in the tri city area and none of them had it. So i waited, i got another letter from a collection agency, when i went to the store where i had checked it out from they said they had just gotten it in and charged me $27 for it, biggest rip-off in the world, do not go the the blockbuster on colorado st. in eagle rock, colorado st. in glenale, and on california st., glenale
Crystal
Springfield,#3UPDATE EX-employee responds
Mon, March 25, 2002
First of All Every BB Employee knows that there are standard procedures in place to locate missing items that have been returned. Every day the store is to conduct what is called an FOS report (Found on Shelf) these items are to be check in with a one day grace period. They do not allow more than one day because the not so honest people bring the movies in and place them on the shelf themselves and then try to get out of the late fees. Many times tapes will hit the shelves without being check in, there is no lying it does happen and in some cases it happens way to much. However for the most part you can almost always find out which customers this has happened to and which ones are just once again trying to get out of late fees. In most cases if there is any question at all (after reviewing the account and all daily activities) the fee is negated. The Facts are that most cutomers don't observe the 12:00 NOON time frame and that is where the biggest problems come from. If the movies were returned and it came up showing not checked in then you should have asked them to locate it at that time. Shouts and arguments only make the person behid the counter defensive. So remember to keep your cool. We have better things to do then fight with you too and nice customers tend to get their way a lot faster than shouting beligerant customers. The fact of the matter also remains that 90% of the time there are more customers then employees and with special projects designed by the so intelligent higher ups it does cause problems time contraint problems. However,if you could not get any satisfaction from the employees or the mangers then there is always the District and Regional mangers as well as corporate. They are really easy to contact, in fact you can even contact them by e-mail now a days. As for the smirking. The people behind the counter hear the same stories over and over and over and over, and while you may be the exception it does tend to get tedious hearing the same excuses all the time. But they are more than likely not smirking at you as you perceive. They know that if they do they can be counselled or even fired for that kind of conduct. Eventhough most of the time many customers treat the counterhelp like the dirt they wipped off their shoes they don't deserve that kind of treatment. I fail to see how a person in a customer service related job is automatically lower than others. Many of us work those jobs because we enjoy them. As far as the computer losing your name, if you had asked the person to explain to you the procedure they would have told you for security reasons when a card has not been used in three to six months the system will delete the membership out of the store's data bank, however it is still stored in the national data bank and you would only need to scan the card to get the account back up. However, make no mistake about it if the account is reactiviated it will have the late fee or NRT (Non returned tape) on the account still. For that matter if you were to go to another store (different from the one you are having problems with) the NRT will show up at that store as well. While I am sure that somehow you will find my remarks condosensing in some way they are only ment to inform and hopefully help you see that not all BB employees are horrid people. As a final note if you are still having problems and the store you rent from has undergone management staff changes ask for the District Mangers number and explain the entire situation to him. If there is a question as to the Store Manager or the other Mangers in the store being irresponsible in their duties I am sure that you can solve the problem with the DM. Lastly, if any one is intersted in learning more about the mind set of BB employees (not all of course) check out any search engine regarding Blockbuster Customers are So Dumb. Not to be offensive, yet to be informative.