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March 18, 2005 12:08 AM

Broken: In-store Blockbuster experience

J. Kelly writes:

I normally do NOT rent movies from Blockbuster Video, but in this case I was given a $5 rental card. So, I said "what the heck, it's free."

I wanted to rent "Collateral." While reading the synopsis on the display box on the wall, I was stoked to see that it was the two-volume collector's edition. So, I grab the box that has the CDs behind the display box. This box too says 2 disc set. I get home, only one disc. No bonus disc. When I go back to the store to return it, the following conversation ensues:

Me (to manager): There was only one disc in this box. There was supposed to be two.

Manager: No, it's all on one disc.

Me: No, the bonus features are on disc 2.

Manager: Oh, if you want the bonus disc, you have ask for it.

Me: What? How am I supposed to know that? The box I went home with stated this was a 2 disc set. Is it posted anywhere that you have to ask for the bonus disc?

Manager: No, we don't post that.

Me: Well that stinks. I was looking forward to the bonus features. Manager: Well, there's nothing really interesting on the bonus disc for this movie anyway.

Me: Isn't that a matter of opinion?

Manager: No, seriously, I think there's only director's commentary. No deleted scenes or alternate endings. You can go check the box.

Me: I did check the box before renting it. I like the director's commentary.

(Manager gives weird look. Totally indifferent.)

Me: I think I should get a credit for a free future rental. This was a terrible experience.

Manager: No, we don't do that. (Snickers.)

Me: You're kidding.

Manager: Nope.

Me: Well, you just lost a customer for life.

(Manager shrugs & smirks.)




I havent rented a video in a long long time, wont care if its free.. just wont do it.

Posted by: Dragon at March 18, 2005 12:43 AM

This kind of thing is the reason Netflix exists.

Posted by: MattZ at March 18, 2005 12:49 AM

What's that I hear? Another drop in the privacy pool?

Posted by: at March 18, 2005 01:25 AM

Sorry this may be a bit blunt, but, Blockbuster Blows.

Posted by: ? at March 18, 2005 02:09 AM

At my house we refer to Blockbuster as Cockbuster for this type of service. I just buy the movies now or watch them on Pay Per View. My movie collection has grown so large, that now my friends borrow movies from Joshbuster.

Posted by: Joshua Wood at March 18, 2005 05:37 AM

Another quick interesting thing to think about. In WWII block busters were bombs that the Germans dropped on London and other cites that esentially caused a block of distruction. So wouldn't blockbuster movie, mean that the movie is a HUGE bomb?

Posted by: Joshua Wood at March 18, 2005 05:38 AM

Netflix, you would have to ask for the bonus disc, so I don't really see the difference here. I rented Collateral a few weeks ago from the local BB, and I got the bonus disc. I also haven't rented a movie from them and not gotten the bonus disc. I think this is a problem with an isolated store, and I agree, that store is definitely broken.

Posted by: Jonathan Johnson at March 18, 2005 07:59 AM

The thing is, each Blockbuster is different since they're franchise owned and not company owned. So, in other words, the BB down the road might be run by a group of idiots, but the one across town might actually think about the customer.

Posted by: Billy Harrelson at March 18, 2005 08:34 AM

I have to say that I love Blockbuster.

I pay $25 a month for unlimited rentals. What I do hate is their new policy of not charging for returning movies late. Hell, now the shelves stay empty and if you think that you are going to get a new release after the day it comes out... forget it!

So I go every Tuesday when the store opens and gather all of the new releases and if there are more than two I hide them behind other movies so I can come and get them later. Ok, so I copy every one of them too. Hey, Rent to own right?

Did I say that out loud?

Posted by: Porthos at March 18, 2005 08:38 AM

This is why I don't rent movies.

Posted by: bb_hater at March 18, 2005 08:39 AM

This is just a sign of how customer service as gone down the tubes. Why would he care if your happy or not given your not a regular customer? Companies do not take care of their employees nor pay a fair wage for a days work. it is hard to give a crap if you know you are not earning enough to even get to work much less pay the bills so why would you want to help the company by keeping customers? I agree that the experience should have been better for you but honestly we as consumers have learned to accept less and get burned more and more. It is a lose lose situation where consumers do not go back and the company goes under and then the jobs are gone. We are on a downward spiral as a whole given that there is no commitment in staying at a job for a few years not like in the past where our parents got a job and stayed until retirment and got rewarded for doing so. Best things for you to do is never go back. Let these companies know that enough is enough. Consumerism will not eat us alive.

Posted by: Kitten at March 18, 2005 08:42 AM

We still go to a mom 'n' pop video place. They're really friendly. With experiences like this, I'm always amazed that the chains can beat friendly places like the one I go to out of business so easily.

Posted by: PlantPerson at March 18, 2005 08:45 AM

i've always liked the tom peter's cost analysis of losing a customer for life:

3 rentals/week = $15

52 weeks = $780

40 years = $31,200 excluding inflation etc.


and that's not even including telling 200 friends they suck and especially doesn't include getting posted at!

Posted by: tim at March 18, 2005 11:21 AM

I imagine Blockbuster corporate headquarters would be interested in your complaint. They have a vested interest in ensuring the franchises live up to the name.

They would probably make restitution, but more valuable, their response to you could be printed out and thrown in the manager's face next time he acts like a dink.

It's one thing to just walk away from a bad experience and never return, it's another to show dinks the consequneces of their actions.

Posted by: DaveC426913 at March 18, 2005 12:51 PM

BB no late fee is as follows, I had to ask, because I didnt believe in a free lunch, You may rent a 2 day movie and keep it up to 2 weeks, after that 2 week period, you are now the proud owner of said movie/game whatever.

I did find this in writing on a small piece of paper in the back of the store, which when I asked the clerk, he didnt mention that you keep too long you buy movie! Watch out folks.

Posted by: red at March 18, 2005 01:59 PM

NJ's attorney general has something to say about Blockbuster's "No more late fees" tagline.

Posted by: Jim at March 18, 2005 02:41 PM

>You may rent a 2 day movie and keep it up to 2 weeks, after that 2 week period, you are now the proud owner of said movie/game whatever.

First, I don't get the bruhaha about this all of a sudden. I read this the day they announced the "no more late fees" thingy. rent it, return it anytime in the next two weeks at no extra cost, exceed that and you buy it. Bring it back after that and get most of your money back. That's pretty much how the public library works, and I don't hear any bitching about how librarians are money-grubbing fucktards.

Really, are people renting movies to take on their three-week cruise? If you're really so disorganized that you can't get a movie back to the video store within a week, maybe you shouldn't be renting movies. Even aside from that, which do you prefer? $3/day ad infinitum which when paid doesn't get you anything but a receipt, or a fixed $20 where at least you get to keep the thing.

> did find this in writing on a small piece of paper in the back of the store

I found it on Blockbuster's website that day. Also in the newpaper story I read about it. It's in giant bold type on Blockbuster's site today. I don't know what the BB stores around here have posted, but this policy is hardly a big secret.

I suppose you can argue the semantics of whether or not this buy-it-after-seven-days thing qualifies as a "late fee", but what do people expect? Rent a movie and keep it forever for $3?

I'm a member of Hollywood Video's "All you can rent" plan. $10/month for as many movies as you want, three out at a time. The catch? You've got to bring them back in five days, or call to renew. If you don't renew, you pay $3/day.

Posted by: Chaz Larson at March 18, 2005 02:56 PM

I stopped going to Blockbuster as soon as a Movie Gallery and Hollywood Video showed up in the neighborhood for precisely this sort of thing. The others have better pricing, better selection, and MUCH better service. Plus, none of the "we don't carry that title because someone feels it is too adult oriented" censorship. Plus Movie Gallery has umpteen zillion copies of new releases while Blockbuster was always out, while Hollywood Video has the new release guarantee: They have it in stock on the shelves or you get it free when it comes back in. Of course they're market driven, so you still can't find their only copy of Amelie on the shelves for three months running while there's twenty-six copies of Jackass sitting there, but Blockbuster certainly isn't doing any better (and is less likely to even HAVE a copy of most foreign/independent films).

So I'm just as happy that Movie Gallery and Hollywood Video are looking to merge - just the best of both worlds to me.

The kicker is that the two of them together will have less than half the stores Blockbuster now has.

And of course Blockbuster is now trying to horn in on the deal with a hostile takeover of Hollywood Video. Blockbuster is the Wal-Mart of the video rental segment, only without the low low prices part to back it up.

Which brings up another question: Why do the broken sometimes thrive?

Posted by: Erich at March 18, 2005 03:15 PM

Chaz Larson: "That's pretty much how the public library works, and I don't hear any bitching about how librarians are money-grubbing f**ktards."

Libraries do not promise an end to late fees. In fact, it's pretty well-stated that libraries do have late fees.

The issue is with the original advertising, which has now been amended (thanks to a lot of criticism) to include significant caveats and terms and conditions being posted. Blockbuster was trying to have one over on its customers by implying you could keep a movie out as late as you like, much like NetFlix, but in fact, that wasn't the case. There was a very hidden time limit...two weeks.

Originally, the policy was nearly non-existent. Now you see it everywhere because people have complained. Lucky you, Chaz.

Posted by: Michael McWatters at March 18, 2005 04:29 PM

It's sad to see it's broke all over the country. I've been looking to start a new business and video rentals may just be the ticket.

Posted by: Jim Moore at March 18, 2005 04:43 PM

Free is no reason to deal with BB.

Posted by: Jim at March 18, 2005 05:13 PM

Definitely broken. I have a suggestion where you can get your "rentals" for free if you are in the US, the local library. It may be true that the latest releases may be a couple of weeks old but, heck, they are free.

Posted by: Randy at March 18, 2005 07:06 PM

Randy: Not all libraries carry videos/DVDs... the local one for me carries a VERY limited selection. Like, maybe one rack. Mostly of educational videos.

Posted by: codeman38 at March 19, 2005 12:18 AM

Don't think for a minute that the BB headquarters don't care. Because I'm here to tell you they do and alot. I work for a secret shopper company for about 5 years now and I have been assigned to BB dozens of times to find problems like this manager and his lack of customer relations skills. It is true that the BB are privately held. But their franchise agreement has very strict rules about how the store is presented. I have personally watched two different managers be pushed out by the head office even though they did not hire this person. So go ahead and complain to them they do listen.

PS. I hate BB --- Family video rocks my socks.

Posted by: cns at March 19, 2005 03:53 AM

blockbuster is the worst,have the movie pass and i have to be there every tuesday when they open to get the new releases or i will never get them.started useing 48 hours video,cheaper $1.98 new release and there in stock because they are 2 day rentals.if you need a movie for more than 2 days buy it!blockbuster charges $3.70 for a new release.

Posted by: tony at March 19, 2005 08:49 AM

Tim said:

i've always liked the tom peter's cost analysis of losing a customer for life:

3 rentals/week = $15

52 weeks = $780

40 years = $31,200 excluding inflation etc.


and that's not even including telling 200 friends they suck and especially doesn't include getting posted at!

Posted by: tim at March 18, 2005 11:21 AM


See, the thing is that Mark acknowledged that the only reason he even went there is because he had a free giftcard. So they're really not out anything, since Mark was unlikely to ever go back there anyway. Not that the blockhead manager could know that, but it always makes me snicker a bit when people who are my worst customers (only shop sale/clearance items) threaten that they'll never shop again. OK! See ya!

Posted by: Brian at March 19, 2005 01:13 PM

Don't have much to add. Every one pretty much covered all aspects of how much BB SUX ASS! Mom & Pop shops RULE!

Posted by: GuitarSlinger at March 19, 2005 01:24 PM

Yes, I agree that Movie Gallery is much better. They're smaller, but they have tons of new releases and, after a week or two, they start selling you those new releases for $14.99 or less. Eventually you can get a movie used for $5 to $10. The BBs I've gone to seemed to always have a very limited used section and even then they were movies over two years old.

Posted by: Billy at March 19, 2005 09:15 PM

If you guys liked that story, you should go look at

Posted by: Traivis at March 21, 2005 10:51 AM

Speaking of acts of gord

If you never really rented there in the first place, how can they have lost a customer?

Posted by: Picho at March 21, 2005 12:08 PM

You know, you probably would have gotten further if you hadn't demanded a free rental.

You wont be a huge loss to blockbuster.

Posted by: maggie at March 21, 2005 04:24 PM

ooo i just rented collateral like 4 days ago, its still in my house.. i gotta return it tommorow--

but yea it came with 2 disks! (bonus)

Posted by: aznfury at March 21, 2005 11:59 PM

>Originally, the policy was nearly non-existent. Now you see it everywhere because people have complained.

My point is that it wasn't terribly well-hidden originally. On the day it was announced, I wondered, "No late fees, huh? How's that work?" and I went to Bockbuster's site. Listed there were the details, which included the fact that you'd be charged for the movie in full after however many days.

Here's the lead from a CNN story from back in December:


Blockbuster drops late fees

No. 1 video rental chain to give 1-week grace period

December 14, 2004: 6:29 PM EST

NEW YORK (CNN/Money) - Blockbuster Inc. announced Tuesday it is abolishing late fees on all its video tapes, DVDs and video games as of Jan. 1.

The world's largest video rental company will still have due dates for their rental products -- one week for games and two days or one week for movies, depending on whether it's a new release.

But customers will be given a one-week grace period after that to return the product. After that grace period ends, the chain will automatically sell them the product, less the rental fee. If the customers don't want to purchase the movie or game, they can return the product within 30 days for a credit, less a restocking fee.


Posted by: Chaz Larson at March 22, 2005 11:56 AM

Do Hollywood and Movie Gallery carry video games?

Posted by: fuzzy at March 22, 2005 02:02 PM

>> "My point is that it wasn't terribly well-hidden originally." (Chaz)

If it wasn't well-hidden, why were so many people shocked when they were charged the purchase price of a DVD (please, God, don't say because they are stupid...).

But, the fact is, there still are LATE fees, or late penalties, or whatever you want to call it. The new late fee is simply renamed a restocking fee, and the new late penalty is called, "you now own a video, buster." So, the advertising campaign "The End of Late Fees" wasn't very accurate, and those pesky little truth in advertising folks got their panties in a bunch.

Posted by: Michael McWatters at March 22, 2005 03:17 PM

People get shocked when they get hurt by a glowing red hot poker. then demand warning labels because they are too stupid to figure out that things that are glowing hot, well you know ,burn.

Posted by: Picho at March 22, 2005 06:21 PM

> People get shocked when they get hurt by a glowing red hot poker. then demand warning labels because they are too stupid to figure out that things that are glowing hot, well you know ,burn.

How is a glowing red hot poker anything like a misleading ad campaign?

Why should an ad campaign need a warning label?

Why do you defend a stupid policy that misled thousands of customers?

Why do you hate making things friendlier, clearer, easier to use?

Why are you reading this site if you think everything is honkey dorey and the only problems that exist with products and experiences are with users?


Posted by: Frustrated with Techies at March 22, 2005 06:35 PM

A whole heap of broken.

No excuses for that sort of stuff, that's for sure. As surely as that level of "service" is surely broken (and that was the Manager for Pete's Sake?!). Wow.

I think said manager should be sweeping up the event centers at Hurst's GEL conferences. Maybe learn something by osmosis. He certainly shouldn't be in any sort of "scoff at valid customer complaints whilst destroying the brand and reputation (and thus integrity and bottom-line) of the company from which he sees fit to feed himself" position. That's for surely sure.

I personally try and make as many "pro-plaints" as I do "com-plaints", communication being important on all fronts. Reporting the highs AND the lows, goods AND bads. (You'd be surprised what kind of a difference you can make in a person's life when you make the effort to report that they're an absolute rockstar. Makes the world spin on a better axis. Makes children smile and rainbows happen. ; ) But that doesn't mean I don't make the com's just as readily. People need to know. So the suggestion: Make a formal complaint. Time, Date, Name of Person, Accurate and Objective Description of Events.

Electro-beam:, click the Contact Us tab.

Place on the globe:

Blockbuster Inc.

1201 Elm Street

Dallas, TX 75270


+1 214 854-3489 fax: +1 214 854-3271

(Oh this is sad: Try a Google search for "blockbuster complaint". Whoa...)

Posted by: Jae Zawadzki at March 22, 2005 08:53 PM

I made the mistake of returning two videos to Blockbuster thirty minutes after their due date. I'd seen all of the ads about "no more late fees" and was relieved to see that I didn't have to rush to get them returned by noon. Unfortunately I'd rented the games a few days before the policy went into effect, so although I was returning them after they had the new policy, I was still assessed about $10 for them being late. I've complained to Blockbuster Corporate to no avail.

They'll never get the $10 and never see me in their store again. I hope it was worth it to 'em.

Posted by: Former Blockbuster Customer at March 23, 2005 09:09 AM

The manager's attitude is common - the majority of people don't really care about their employer's ultimate success - they just want to do their job (in the least intrusive way possible) and go home. You can see this attitude everywhere in America. It's why I would not touch AOL with a someone else's $25 bucks a month, let alone my own.

Posted by: FLyingASHtrays at March 23, 2005 07:47 PM

Regarding DaveC's post - you can complain to corporate but they don't care either. You have to remember that they too just want to collect a check and go home. I have personally seen this many times. A good example - Subway changed the sauce in the meatball sub to marinara. A very poor choice, and I complained to them. No response. They don't care, and I don't eat there anymore. So why waste your time complaining?

Posted by: FLyingASHtrays at March 23, 2005 07:49 PM

Forgive me one last rant on this earlier poster mentioned the secret shopper programs....these are fine in theory, but like any survey you take, you need to remember that these are designed to collect feedback on criteria the company wants to examine, not necessarily that which the consumer deems important. For example, a TV show on the mystery shopper program once highlighted a trip to some burger joint, where the shopper bought a burger, went out to the car, and checked the burger's temperature, along with specific wrapping, etc. No where was the shopper investigating getting the wrong product from the drive through or the fact that the person taking the order couldn't speak English. (just to name a couple of the routine issues we all come across!)

Posted by: FLyingASHtrays at March 23, 2005 07:55 PM

I feel your pain. About 5 years ago I received a letter from a collection agency in the name of blockbuster telling me that if I did not take care of the $15.00 credit that they were going to further action.

I called the store to have them correct it and within a couple of weeks I received another letter from the collection agency stating that I had to pay $xx.00 for their fees for handling this incident for blockbuster.

Long and the short of it. I went to blockbuster and had them write me a check for $15 dollars and now my name is clear.

Shame on me for having a corporation owe me money.

Posted by: Bad Customer at March 30, 2005 03:42 PM

A Blockbuster just went up about 1 1/2 miles from my house, but I would rather drive 3 1/2 miles to get to Movie Gallery. Movie Gallery offers rental cards that you can buy at different times throughout the year. They have two different options - pay $20 and get a card with a $27 value OR pay $50 and get a card with a $75 value. Basically, it's either $7 or $25 in free rentals. On top of that, every time you rent or buy movies from them you accumulate Real Player points that you can use for free movie rentals. Also, you get to keep your movie for 5 days, new releases included. If you simply don't like a movie that you have rented, all you have to do is tell them and they will give you a free rental - I have done this once with no problem. The only way I would rent from Blockbuster is if I get a coupon for a free rental.

Posted by: jlf at March 31, 2005 11:37 AM

The late fee policy is actually very simple.

1. rent movie and keep it for up to 12 days

2. film charged to your account and you can keep it.

3. If you dont want it then bring it back 30 days from original rental date and you will be charged a 1.25 restocking fee.

There are no late fees in the above steps - late fees are gone.

The problem bbuster has it that it over estimated its customers. It thought that most people would bring it back after 1/2 days since its only a 2hr film they didnt realise how many people would abuse the new system and keep it out for a full month. If customers would only bring it back after they watched it then there would be plenty of films in for everyone to rent - but because lots of selfish people are keeping it for weeks and weeks, there is never enough stock for everyone else. The ammount of people complaining that they were charged 1.25 for keeping a new relase for a month is pathetic. This is 0.04 per day and when people find out they owe that they are STILL complaining and saying they'll never use blockbusters again. I think bb should bring its late fees back - since its customers have taken such huge liberties. It tried to do something nice for them and it has been shoved back in bb's face. As for the bogus 'court case' - dont get me started - Lets just look at whos up for election this year.

Posted by: Athena at April 4, 2005 08:34 AM

Just to set the record straight, as far as the No late fees thing goes. Before there were no late fees if you kept a movie a week later than it's due date you were charged the cost to blockbuster to replace it plus the $30 buck in late fees plus the initial rental price you paid. So the reason they can say no more late fees is because the left the policy the same and eliminated the late fee plus kicked in the rental price discount of your new purchase and still gave you the oppurtunity to return the item after you bought it and used it.

Frankly for those complaining about the NEW policy which is essentially the old policy MINUS THE LATE FEES it isn't their fault you never read your initial membership agreement where it stated all this to begin with.

At what point is the consumer responsible for their own actions. Did you sign the loan for your car without reading the contract why would you sign your name to something you never read.

Posted by: NotA BBFAN BUT.. at April 4, 2005 07:19 PM

>>The issue is with the original advertising, which has now been amended (thanks to a lot of criticism) to include significant caveats and terms and conditions being posted. Blockbuster was trying to have one over on its customers by implying you could keep a movie out as late as you like, much like NetFlix, but in fact, that wasn't the case. There was a very hidden time limit...two weeks.

You can't keep the movie two weeks past it's due date - only one week. Try actually reading the info that BBV will have all around the store, and that will also tell you that you can only keep the movie one week past it's due date. The people at my store made sure to explain the policy to customers, and we have had very few complaints. As for the fact that we have no new releases in the store because of the no late fee's policy - you are incorrect and I suggest that you actually talk to someone who WORKS in a BBV before shooting your mouth off. It isn't that people are keeping movies longer (although a few are), it is that we have more people coming into the store. More people = less movies to rent. Get it? BBV wasn't expecting the increase that happened, and therefore didn't make any adjustments to the quanity that it purchased. They are catching up, hell, my low volume store is getting over 200 copies of Ocean's Twelve.

Posted by: BBVemployee at April 4, 2005 09:59 PM

This site needs an edit button - lol.

Anyway, another little tidbit - not all BBV's are franchise stores. In fact, if I had to guess, I would say that 75% of BBV's 5000+ stores (in the USA) are corporate stores.

Posted by: BBVemployee at April 4, 2005 10:01 PM

there is no reason why you would rent Collateral and only get 1 disc unless the previous customer to rent it forgot to put the disc inside the case when they returned it (happens every single day). I don't believe you at all - you're obviously making this up - the manager would have apologized to you right away and found you a copy of that bonus disc with no questions asked.

also, to the person that said they refused to pay a "late fee" because it was accrued BEFORE the new policy, you are a fucking retard! No one ever said that you can get away with returning something late before January first - and if you were 1/2 hour late, then you were actually 3 1/2 hours late because we always had a 3 hour grace period - if the rental was returned by 3:00 on the due date, it was automatically on time - unless the employees were too busy to finish all check-ins and missed yours - but if you were ever only 1/2 hour late then you HAVE to bring it inside and request that it be checked in - you knew it was due by NOON - why did you think that 1/2 hour late was ok w/out asking an employee? you are a moron.

Posted by: bbemployee at April 4, 2005 10:21 PM

As I am sure we are all aware, Blockbuster used to pay around $80 per copy of a new release, so a customer keeping it longer than a few days was disastrous - rental rate is highest in the first week or two. However, they now only pay around $5 per copy plus a percentage of the rental revenue. So they really dont care how long you keep it, they can always stock more copies if they find people are too lazy to return movies. As the no-more late fees program is new, some stores probably havent adjusted the number of copies they buy to balance the lower return rate yet, but it is just a matter of time.

As for the original post - if there is a problem with the rental, you need to return it immediately and ask for a refund/exchange. It sounded like J. Kelly waited to return the movie until the rental period was up and then wanted a refund... I think the store manager should have given him a copy with the bonus disc anyway, so that he might become a return customer, but the only thing broken here is J. Kelly's belief that a store manager cares about someone he/she has never seen before. BB employees know who are the good customers - they see them every day, and they get good service!

Posted by: seth at April 9, 2005 10:35 AM

Wait a minute - the director's commentary is an extra audio track you can listen to while watching the movie - it is ALWAYS on the same disc as the movie, for obvious reasons. I am a little suspicious about the story. Also, about all the complaints - $3 for 2 hours of entertainment is pretty darn cheap. Do you know what whore charges for 2 whole hours?

Posted by: wha? at April 9, 2005 12:08 PM

codeman38: I've never been to a public library that wasn't part of some sort of lending network. Have you tried asking your librarian if they could order visual media from another library?

Posted by: codeman38 at April 13, 2005 02:00 AM

Fuck Blockbuster, their service sucks ass...always has and always will.

Posted by: Kwanna at April 27, 2005 11:10 AM

i was short 10 cents (A DIME) and it took maybe 10 minutes to get them to agree to let me pay the dime (they wouldnt even just give me one) when i returned the game. thats broken

Posted by: God at April 28, 2005 12:41 PM shit happens in blockbuster! Everybody needs to realize that the employees are people too. Yeah there are definitely some shitty people that work there, but all are not like that. Don't be a child and quit on blockbuster just cuz of one person! That is the dumbest thing i have ever heard. Remember, that blockbuster receive shitty customers as well. If a customer comes in with an attitude, that customer will not walk out happy, because everybody deserves respect, not just the customer. When is this freakin society gonna grow up!

Posted by: Cuddles at May 10, 2005 03:15 PM

(A tad off topic)

I had a bad experience at a movie g>llery the other day. I tried to rent "Hangman's Curse" but they wouldn't let me becuase I couldn't prove that I was over 15 (it was 14-A here in Canada) I had to drive home and get ID to rent it

Posted by: look! A post at May 18, 2005 06:41 PM

i just recently bought a mom and pop store where i live. blockbuster is just around the corner from us. when they started the whole no late fee thing i was like shit this is going to be the end of us!! i told my husband our business is going to go down. but it hasnt! our business has gotten better! we have great customers who we know most by name and we are very friendly. since blockbuster cant keep anything in stock their customers come to us!! yay!! plus alot of the people in our town has had some problems with that blockbuster. we are pretty good to hollywood which is also about two miles down the road. if we are out of it or didnt buy it for some reason we send them to hollywood. and if hollywood customers ask for adult videos they send them our way. we never never recommend blockbuster!!!!!

Posted by: crystal at July 15, 2005 12:14 PM

The problem is, the customer went about the situation completely wrong. Instead of "Is it posted anywhere?," say, "I had no idea? Can I get the second disk now?" This would have warmed them up to the conversation and they would have been accomodating. "I like the director's features" is a bit snide too.

How would I know? I work at a blockbuster and listen to hundreds of people complain about something every Friday and Saturday night. Customers don't understand that they are not speaking to the head of the Blockbuster Corp. when they scream at the pizza faced kid behind the counter. He is just a college kid who is half-considering quitting his job so he can kick their ass outside before they get into their car. He doesn't care about their loyalty, nor the manager (he probably gets paid the same as the counter boy).

And the best part is, whoever this customer was will definatly get his/her videos their again. He/She will boycott for about a month then give up and checkout at the same pizza faced kid. And as a counter boy, I love seeing that. Wink.

Posted by: Kenny at November 10, 2005 12:04 PM

Gee, Blockbuster... why is NetFlix CRUSHING your business model?

Is it the prices? Is the selection? Is it the store locations? Still can't figure it out?

It's the service! Blockbuster you suck - always have but what alternatives did a small town like mine have? All those years of late fees and rude snot nosed teenage "managers"

Bwa ha ha ha I have the last laugh now as I see you keep trying to be "another netflix..." they got my $10/month now suckers! Maybe they'll buy your inventory when you close down, then again - keep your second disc. I don't want it.

Posted by: Laughing Outloud at February 7, 2006 03:54 AM

Do you know half the shit Blockbuster employees put up with from customers? Customer service is one thing, but going out of your way to bait an underpaid, underappreciated employee into a difficult situation is just as bad as receiving bad customer service!

Posted by: Arin at February 21, 2006 09:09 PM

Actually, customer service is overrated. This can be extended to include all services. We as consumers look for the cheapest thing, and hope for the most service. You get what you pay for, and that's the bottom line. Blockbuster (worked there from '96 to '97) is a great store, but so is Hollywood Video, and so are the mom-n-pop places... so is NetFlix. In any situation, don't always look for the lesser price, but for the best value. If you have to pay more for better service, and better service is important to you, then pay more. Oh, this is especially true for restaurant servers. They count on your tip as their income, so even though you may think 20% is high for an "average" tip, remember you're really only tipping 5 or 10 bucks. How many bills do you have that are 10 bucks?

Posted by: Stephen King at February 22, 2006 11:40 PM

I do not find that amusing in the slightest. I take video rentals very seriously and this angers me. The next time you have a problem, think about who you'd be offending before posting it.

Posted by: Rita at April 16, 2006 03:41 PM

On two differant occasions my husband has went in to Blockbuster and the movies that have the "get this movie free if not in stock" So he gets the raincheck comes back and f@3kers will not honor the coupons and that that movie is not free. He had a freaking raincheck!!!!! It had signs all around it Sunday night!

Posted by: Julie at June 27, 2006 08:39 PM

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