- Report: #506098
Complaint Review: Movie Gallery - Hollywood Video - Greer South Carolina
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Movie Gallery - Hollywood Video
2114 Old Spartanburg Road Greer, 29650 South Carolina, United States of America
Phone:
8642680877
Web:
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Movie Gallery - Hollywood Video, Movie Gallery Late Fee Scams. Looks like they learned a lot from the credit card companies. Greer, South Carolina
Does Movie Gallery need to scam customers to make a buck. Seems so. I signed up for an account Saturday Sept 26 and rented 4 movies which I brought back on Sept 29. The rental time is for 5 days and I had them for 3. The store(2114 Old Spartanburg Rd Greer SC) says that they were checked in Oct 3rd and I now have a 16 dollar late fee.
I have called numerous times and all I get is a dumb "I dunno".
Amazing it takes 4 days to check in 4 movies.Kind of sounds like the credit card companies letting a check set on a desk until the due date is up and collecting late fees.
That is the first and last time I ever set foot in another Movie Gallery. I'll stick with (((competitot's name redacted)))!!
sorry, allowing you to give a competitors name would instigate others to just file against their competition, to only come back later to suggest their company, ..plus, if you post a competitors name more than likely they will show up on search engines as a Rip-off! - - your comments on this policy are welcome. CLICK here to see why Rip-off Report, as a matter of policy, deleted either a phone number, link or e-mail address from this Report. In this case we removed an alleged competitors name1 Updates & Rebuttals
buisness manager
bellevue,Ohio,
United States of America
reason people have late fees-undertraining
#2UPDATE EX-employee responds
Fri, May 07, 2010
Movie gallery does have some associates who do not know how to figure out how to fi a customers account.Some don't know how to resarch the reason your movies show up on the computer as late.This comes from the manager not training the staff properly before putting them on a shift by themselves.However,as a past store manager for movie galley I can offer you a reason why you may have wound up with a late fee.This is so very common in many rental stores.First off,the movies were returned on time but overlooked during the check in process because the associate was distracted by another customer.Then a seperate staff member comes to put away the returns thinking they are all checked in.This is called F.O.S. found on shelf.
The associate should have looked for the titles on the shelf when you called to see if they were on the wall without being checked in.If they are the movies are checked in using the F.O.S. check in screen.(which auto checks in movies and removes all late fees)The second most common thing is the customer thinks the movies were returned on time because they asked someone to return them 1 day before they were due.But the person returning them desides the movies are not due yet so they will do it later and no one will be the wiser.I can not tell you how many times I have had customers tell me they found them later in their husband,sisters,brothers,kids car.
Movie gallery DOES NOT ever leave movies on the counter for days on end just to see how you will react with a late fee!We do not want our customers to be upset.We care about what you think about our customer service and helpful attitudes and want you to keep coming back!This is our job and without our customers,we don't have a job!
In your situation,your local store manager should have taken care of this issue with you personally.I as a store manager would have simply removed the fee and noted your account so that we know we removed fees.This is to prevent customers who are just looking for free entertainment from taking advantage of the good nature of the manager.Most likely in your situation what happed is the store was staffed with untrained associates and REALLY didn't know why you had the fees.They were probably not checked in by this same undertrained associate!
I hope this is helpful information for any future rentals to everyone to any video location,any company.
