BLOCKBUSTER VIDEO WORSE THAN ORGANIZED CRIME RICHMOND Virginia

And keeping movies for 2 months and only getting charged $40 is getting off easy.

Seriously you are at fault for keeping them so long. Good reason or not doesn't matter. Also no death in the family I know of takes you out of town for over a month.

in response to your being charged for the film, as said, if its kept past 37 days, you are unable to argue the fee and well be charged for the dvd. don't get me wrong, i've worked with some rocket scientists at my store and they've also met the chopping block very fast due to some shady practices. a prime example of this is getting verbally attacked by a customer due to moving a year prior and just now finding a movie and being upset because they can't return it(their credit card on file was charged).

the experiences i've found with most store managers and even some assistant store managers is the inexperience and lack of training. i've personally had a plethora of store managers & district managers in a short time frame. at the lower levels of blockbuster, its not that we want to screw over anyone, but due to being told one thing and being forced to do another what we deal with all the time. a prime example for me personally is being wrote up for our store not meeting quota on selling rewards cards, now if a customer says no, the only recourse that i've been told is to essentially keep harassing the customer until they break down and purchase one(easily said than done when the price was just upped to $20.00 roughly).

Read your literature! Read the receipts, read the writing around you, don't just go in with tunnel vision and not say a word to the person ringing you out. I'm sorry to sound rude but it doesn't matter if anyone passed away or whatever reason the movie didn't make it back because charges go through automatically.
And it's probably a test market that has 5 days, 5 days grace and 10 days to bring it back. It sucks, but you lose.

First of all paying $1.25 for a movive is fine. You fail to understand I HAD TO BUY THE MOVIES I DIDN'T GET MY MONEY BACK. I PAID $40.00. THEY SAID THEY COULD NOT TAKE THE MOVIES BACK BECAUSE I HAD THEM FOR MORE THAN 11 DAYS. AND AFTER THE 11 DAYS THEY DO NOT AND CANNOT RESTOCK THE MOVIES.

well first thing, in order for blockbuster to not be able to take the movies back they would have to be well over A MONTH LATE! I mean you are renting the movies. The way is works is: Say you have a 2 day rental that you take out on Sunday, it's due back on that Tuesday then. You then have a 7 days grace period so you can bring it back by the next Tuesday after that and be fine (not fined, fine). after that (and a couple phone call warnings, just make sure your phone number is correct on your account and preferably a voicemail set up incase you miss the call) they will charge you for the cost of the movie, then you own it. You still have another 30 DAYS after that to bring it back and get your money back minus $1.25 (tax applicable in some areas) for a restocking fee (not a late fee because when it charges you for the movie you own it, therefore you are not returning a rental). Which isn't bad if you think about it, it boils down to only paying $1.25 more for keeping a "2 Day" rental for 39 DAYS! Honestly, Hollywood Video, Movie Gallery...the LIBRARY, you'd owe like $100! Basically just return the movies somewhat on time and you don't have to worry about it. and as for collections notes... it takes blockbuster at least 90 days of a balance left on the account to sell it to a collections agency. Honestly it's more like a half a year most of the time. I mean I guess Blockbuster could start giving customers the option of sending someone to your house to pick the movies up... But then you have the complaint of the cost of renting (don't get me started on that it's cheaper than movie theater still, way cheaper, better customer service and convenience believe it or not to Red Box, and Redbox is only a cheaper if you have it back by the next day and the machine isn't down.) and underpaid employees (some of these people are not only movie buffs but have take classes in the history of film, which isn't a budding market). Well I feel better.

well first thing, in order for blockbuster to not be able to take the movies back they would have to be well over A MONTH LATE! I mean you are renting the movies. The way is works is: Say you have a 2 day rental that you take out on Sunday, it's due back on that Tuesday then. You then have a 7 days grace period so you can bring it back by the next Tuesday after that and be fine (not fined, fine). after that (and a couple phone call warnings, just make sure your phone number is correct on your account and preferably a voicemail set up incase you miss the call) they will charge you for the cost of the movie, then you own it. You still have another 30 DAYS after that to bring it back and get your money back minus $1.25 (tax applicable in some areas) for a restocking fee (not a late fee because when it charges you for the movie you own it, therefore you are not returning a rental). Which isn't bad if you think about it, it boils down to only paying $1.25 more for keeping a "2 Day" rental for 39 DAYS! Honestly, Hollywood Video, Movie Gallery...the LIBRARY, you'd owe like $100! Basically just return the movies somewhat on time and you don't have to worry about it. and as for collections notes... it takes blockbuster at least 90 days of a balance left on the account to sell it to a collections agency. Honestly it's more like a half a year most of the time. I mean I guess Blockbuster could start giving customers the option of sending someone to your house to pick the movies up... But then you have the complaint of the cost of renting (don't get me started on that it's cheaper than movie theater still, way cheaper, better customer service and convenience believe it or not to Red Box, and Redbox is only a cheaper if you have it back by the next day and the machine isn't down.) and underpaid employees (some of these people are not only movie buffs but have take classes in the history of film, which isn't a budding market). Well I feel better.

well first thing, in order for blockbuster to not be able to take the movies back they would have to be well over A MONTH LATE! I mean you are renting the movies. The way is works is: Say you have a 2 day rental that you take out on Sunday, it's due back on that Tuesday then. You then have a 7 days grace period so you can bring it back by the next Tuesday after that and be fine (not fined, fine). after that (and a couple phone call warnings, just make sure your phone number is correct on your account and preferably a voicemail set up incase you miss the call) they will charge you for the cost of the movie, then you own it. You still have another 30 DAYS after that to bring it back and get your money back minus $1.25 (tax applicable in some areas) for a restocking fee (not a late fee because when it charges you for the movie you own it, therefore you are not returning a rental). Which isn't bad if you think about it, it boils down to only paying $1.25 more for keeping a "2 Day" rental for 39 DAYS! Honestly, Hollywood Video, Movie Gallery...the LIBRARY, you'd owe like $100! Basically just return the movies somewhat on time and you don't have to worry about it. and as for collections notes... it takes blockbuster at least 90 days of a balance left on the account to sell it to a collections agency. Honestly it's more like a half a year most of the time. I mean I guess Blockbuster could start giving customers the option of sending someone to your house to pick the movies up... But then you have the complaint of the cost of renting (don't get me started on that it's cheaper than movie theater still, way cheaper, better customer service and convenience believe it or not to Red Box, and Redbox is only a cheaper if you have it back by the next day and the machine isn't down.) and underpaid employees (some of these people are not only movie buffs but have take classes in the history of film, which isn't a budding market). Well I feel better.

well first thing, in order for blockbuster to not be able to take the movies back they would have to be well over A MONTH LATE! I mean you are renting the movies. The way is works is: Say you have a 2 day rental that you take out on Sunday, it's due back on that Tuesday then. You then have a 7 days grace period so you can bring it back by the next Tuesday after that and be fine (not fined, fine). after that (and a couple phone call warnings, just make sure your phone number is correct on your account and preferably a voicemail set up incase you miss the call) they will charge you for the cost of the movie, then you own it. You still have another 30 DAYS after that to bring it back and get your money back minus $1.25 (tax applicable in some areas) for a restocking fee (not a late fee because when it charges you for the movie you own it, therefore you are not returning a rental). Which isn't bad if you think about it, it boils down to only paying $1.25 more for keeping a "2 Day" rental for 39 DAYS! Honestly, Hollywood Video, Movie Gallery...the LIBRARY, you'd owe like $100! Basically just return the movies somewhat on time and you don't have to worry about it. and as for collections notes... it takes blockbuster at least 90 days of a balance left on the account to sell it to a collections agency. Honestly it's more like a half a year most of the time. I mean I guess Blockbuster could start giving customers the option of sending someone to your house to pick the movies up... But then you have the complaint of the cost of renting (don't get me started on that it's cheaper than movie theater still, way cheaper, better customer service and convenience believe it or not to Red Box, and Redbox is only a cheaper if you have it back by the next day and the machine isn't down.) and underpaid employees (some of these people are not only movie buffs but have take classes in the history of film, which isn't a budding market). Well I feel better.

First off, I'd like to establish that I just recently quit the company due to graduation and a move. It's a point of personal pride that in any customer service position I attempt to offer the best service and be honestly helpful. But after reading some of these reports, it's clear that the issue doesn't lie solely in a greedy company, but in misinterpretation of the policies, customer oversight and employee mistake. Also, I'd like to straighten out the "No More Late Fees" policy. I'd like to note that this policy is written on every receipt and is in the fine print. Yes, it's true that not everyone that works at a Blockbuster is going to be helpful, cheerful and excited, but that's the world of retail and customer service. Working at that job was emotionally taxing. I've heard every swear word imaginable all because I didn't want to get fired. Discrepancies between policies I can understand, but there are times where customers just don't read the multicolored signs we have hanging around the store.

One part I'd like elaborate on is when customers are charged for movies they returned. It's unfair and degrading. However, try being in the employee's shoes. The procedure for missing movies is: Check shelf, check missmatch drawer and then defective. If it's not there, then it's most likely at the customer's house. Most of us will try to help you, but the problem is that there are way too many dishonest people out there for Blockbuster, a company that boasts having a store within 10 minutes of the majority of homes in the United States, to be removing charges based on customer's memory of returning the movie. In my three years of working there, I've personally witnessed theft, more from customers than from employees, both in-store and returning several movies empty hoping we don't notice. I'm not stating that all customers are crooks, but our policies are there for a reason.

Next, the "No More Late Fees" policy. By definition, a late fee is a DAILY charge for anything kept longer than what was initially stated. The main complaint there was that people were being charged $200 for a $15 movie. That's ridiculous and personally I don't blame ANYONE for getting mad over that. So, in response to overwhelming demand, we changed it to instead of daily charges, we'll give everyone a 7 day grace period, then after that, you're charged the selling price of the movie. Now then, once we get after the 7 day grace period, you have 30 days, an entire month, to bring back the movie and all we'll charge you is $1.25. That's 37 days, for only $1.25 more. The main issue here is that by saying, NO MORE LATE FEES, customers assume that means they can keep movies for as long as they like. I don't know ANY rental place that does that. It's not even realistic to keep a rental potentially forever.

Lastly, I'd like to make some points regarding the customer service. As I stated previously, I aim for only the very best for my customers. However, there are times in which I did not feel the customer deserved my very best. These occasions only arose when a customer was unreasonably rude to me. I may be a cashier and sometimes the bearer of bad news, but I'm still a human being, and as such ask to be treated as one. So next time you think about killing the messenger, consider the issue you're presented and ask for the appropriate person.

Also, just a heads up, the "CSR's" have absolutely no power. We can't even change the names on the account. A manager is required for absolutely everything when it comes to the computer system.

The end of no late fees started in August 2004. It is on the receipt for EVERY customer and around the store as well. PLEASE read your RECEIPT!

1. No late fees. This is true and I'll explain why in a minute.
2. They're restocking fees. Again, will be explained.
3. Now, there's a fine line between these two "fees," and they are in no way "hidden," as you claim. Why you ask? Here's why.

Movie A gets rented on 8/1/8. It's a two day rental! So you have till 8/3/8 to return it.

With late fees, you would be charged the price of the rental for every rental period that passes...so, say you rented Movie A at 5$ and you returned it on 9/5/8; that's 33 days. Now, divide that by 2 for the rental periods...that's 16 rental periods.
Now, 16x5 for the late fees and that's a whopping 80$!

On the other hand, with restocking fees, they work like this...
Movie B gets rented on 8/1/8 and you have till 8/3/8 to return it, but blockbuster gives you a 7 day grace period and a day or two leeway. So the latest it would be back before it's charged is 8/12/8. Then, you get charged the cost of the movie as if you were buying it because, you kept it out for almost 2 weeks when we could have rented it 7 times and made 35$ instead, you get charged 21.99 + tax.
However, once you have a movie sold to the account, you have 30 days to return it...so you'd have until 9/12/8 and then, you'd get a restocking fee of 1.25+tax and get refunded 21.99.
You end up being out 21.99 for a few days until the movie is returned but then it gets refunded...

So you have these options:
1. Pay 80$ for a movie that's been out 33 days
2. Pay 21.99, return the movie, get refunded and pay 1.25+tax for a movie that's been out for 33 days (as long as it's returned before the 30 days it was sold).

Option 2 looks pretty d**n good!



Now that I've explained the difference between a late fee and a restocking "hidden," or "not-so-hidden," fee, I'll get back to your "rip-off," report.
Not to sound like a smart a*s...but you have 39 days to return a two day rental and 42 days to return a 7 day rental and get a refund. If the moves were so late as to not be able to be received and you have to keep them...how long were you mourning the loss of your wife's mother? I'm sorry, but...you have a month and change to bring a movie back.
Where in the world can you rent something and not be expected to bring it back until you're good and ready? Blockbuster loses money from this policy...and it's been going on for 4 years...



I suggest pulling a receipt out of your trash, having a look at the back and then rethink your "rip-off" because it's not really a rip off...especially if the consumer does not have enough sense to read what's given to them every time they leave a store.
Do you sign important documents before reading them? :\