• Report: #4107

Complaint Review: Blockbuster Video

  • Submitted: Sat, December 30, 2000
  • Updated: Sat, February 28, 2009

  • Reported By:Tempe Arizona
Blockbuster Video
Mesa, Arizona U.S.A.

Blockbuster Video Outrageously bad customer service *REBUTTAL .. Warning! ..ex-employee defendsn policy

*UPDATE Employee: People with bad experiences say their not coming back

*UPDATE Employee: not attacking. . .

*UPDATE EX-employee responds: Response to Kc

*Consumer Suggestion: IF YOU DO NOT LIKE BBV

*UPDATE EX-employee responds: Kept my word

*Consumer Comment: Blockbuster Video has never done anything wrong to us.

*UPDATE EX-employee responds: Blockbuster in the past several years.

*Consumer Suggestion: gregg

*Consumer Suggestion: I like Blockbuster and I am NOT an employee!!

*Consumer Comment: $101 per movie?

*Consumer Comment: Funny thing, isn't it?

*Consumer Comment: renting with blockbuster better than other video stores

*UPDATE Employee: It's not right...

*UPDATE Employee: Amusing

*UPDATE EX-employee responds: See you next year.

*Consumer Comment: Hey Patrick

*UPDATE EX-employee responds: Bring it.

*Consumer Comment: hey patrick

*UPDATE EX-employee responds: I will keep watching.

*Consumer Comment: Patrick

*UPDATE EX-employee responds: Steve, Steve, Steve.

*Consumer Comment: Adam in West Virginia

*Consumer Comment: i do not see that i am getting ripped off

*Consumer Comment: i do not see that i am getting ripped off

*Consumer Comment: i do not see that i am getting ripped off

*UPDATE EX-employee responds: Had to stick your nose in, eh Steve?

*Consumer Comment: totally agree with Chad

*UPDATE EX-employee responds: Do you know why?

*UPDATE EX-employee responds: Do you know why?

*UPDATE EX-employee responds: Do you know why?

*UPDATE EX-employee responds: Do you know why?

*UPDATE Employee: Blockbuster hates you.

*Consumer Comment: Dennis

*UPDATE EX-employee responds: Hello, and Thanx, Steve

*Consumer Comment: tape renters need to get out of bed.

*Consumer Comment: hey Dennis

*UPDATE EX-employee responds: Laughing at Blockbuster AND Late Fee Offenders

*UPDATE Employee: People And Blockbuster

*Consumer Comment: scambuster sell my toys, gumballs, and assortment of candy

*UPDATE EX-employee responds: You have your opinion, and I have mine.

*Consumer Comment: Scambusters The company will go down

*Consumer Comment: Scambusters The company will go down

*Consumer Comment: Scambusters The company will go down

*Consumer Comment: Scambusters The company will go down

*UPDATE EX-employee responds: Steve, are you a sewer pipe?

*UPDATE EX-employee responds: Response to Kate. experienced bad service from Blockbuster

*Consumer Comment: Kate from Toledo added feedback

*Consumer Comment: There isn't any argument, BB has lost it's market

*UPDATE EX-employee responds: Responses to last two posts. I have no problems with Blockbuster.

*Consumer Comment: This is whats wrong w/bus today

*Consumer Comment: Hey patrick The company has no right to authorize charges

*UPDATE EX-employee responds: Reply to Steve's last response. Before you post any more about Blockbuster

*Consumer Comment: I'm tired of the cockiness of this company.

*UPDATE Employee: Policies unknown to customers

*Consumer Comment: Hey Mark Blockbuster is here to stay

*Consumer Comment: 10 years before a problem

*Consumer Suggestion: Wake up and Smell The American Dream

*UPDATE EX-employee responds: Answer for Steve.

*REBUTTAL Individual responds: Subject Setlement of lawsuit

*Consumer Comment: to the last person

*UPDATE Employee: I Can't Believe You Customers

*UPDATE Employee: BBV-EVF and Customer Service.

*UPDATE Employee: Blockbuster is not trying to scam you.

*Consumer Suggestion: This is retarded.

*Consumer Comment: Dave - Phoenix, Arizona

*Consumer Comment: My own experience with blockbuster

*UPDATE EX-employee responds: Holly has issues... I feel very sorry for the CSRs that work under you

*UPDATE Employee: It's True! We Do Scam The Customer!!!

*UPDATE EX-employee responds: To Mark in Houston, some inside information as to how the whole check-in system works.

*Consumer Suggestion: No Extended Viewing Fees

*UPDATE Employee: You're kidding, right?

*Consumer Suggestion: Blockbuster needs to take responsibility for a lousy system

*Consumer Comment: Blockbuster is a place with great service.

*UPDATE Employee: Yes most of our employees suck

*Consumer Comment: blah blah blah

*Consumer Comment: BLockebuster HAS responded with reasonable solutions

*UPDATE EX-employee responds: Customers that complain about late fees are the same customers that never tip delivery drivers!

*UPDATE Employee: No more late fees!!

*Consumer Comment: The outcome is... Bad customer service always leads to loss of business

*Consumer Comment: blockbuster changed the term "late fee" to "extended viewing fee"

*Consumer Comment: Charged for a Movie I did not Rent

*Consumer Comment: BBV triple rated section. Thats why I don't go

*UPDATE EX-employee responds: You are all right and you are all wrong

*Consumer Suggestion: Bypass Blockbuster and MOST theatres and buy the movie when it comes out on DVD or Video

*Consumer Comment: Blockbuster Does suck! in more way then one!

*Consumer Comment: Sandra - Shelbyville, Indiana, Managers change like the wind because people like you Sandra.

*Consumer Comment: Stephan, you are right on the money!!

*UPDATE EX-employee responds: It's about money, people... come on! Support your local business and rent there

*UPDATE EX-employee responds: It's about money, people... come on! Support your local business and rent there

*UPDATE EX-employee responds: It's about money, people... come on! Support your local business and rent there

*Consumer Suggestion: People with complaints are ignoring FACTS

*Consumer Comment: pages and pages of reports from this site

*Consumer Comment: OHH...PUHLEEEZZEE!!! ..a victim of the ever present late fees scam

*UPDATE Employee: Galveston Store Is Ripping You Off

*UPDATE Employee: Conspiracy Theorists of the world unite

*UPDATE EX-employee responds: - the company's foudation is shaking

*UPDATE EX-employee responds: Ex-Employee Never agreed with BBV policies

*UPDATE EX-employee responds: Ex-Employee Never agreed with BBV policies

*UPDATE EX-employee responds: Ex-Employee Never agreed with BBV policies

*UPDATE EX-employee responds: Ex-Employee Never agreed with BBV policies

*Consumer Comment: BBV EMPLOYEES ARE THIEVES and LIARS

*Consumer Comment: NOT the only game in town

*Consumer Comment: $100 A Movie My a*s!!

*Consumer Comment: BBV loses video, then wants me to pay for it

*Consumer Suggestion: Blockbuster ..its time for another class action suit

*Consumer Comment: How long have all the reubuttal posters been employed for Blockbuster?

*Consumer Suggestion: Happy Customer

*Consumer Suggestion: The customer is right

*UPDATE EX-employee responds: i agree with the customers''

*Consumer Comment: HAPP Y CUSTOMER HERE

*Consumer Comment: retail price is not bbv cost for tapes or dvd

*UPDATE Employee: A Perfect World

*Consumer Comment: With all the employees sucking up in here, it should be called C**KS**KER VIDEO!!!

*Consumer Comment: Do not like the bombment of complants.

*Consumer Comment: Do not like the bombment of complants.

*Consumer Comment: Do not like the bombment of complants.

*Consumer Comment: Do not like the bombment of complants.

*UPDATE EX-employee responds: Let's count!

*UPDATE EX-employee responds: How to rip off blockbuster

*UPDATE Employee: learn accountability, people

*UPDATE Employee: I understand your concerns, BUT....

*UPDATE Employee: GROW UP AND LEARN RESPONSIBLITY

*UPDATE Employee: Blockbuster does not charge LATE FEES!!!!!!!!

*UPDATE Employee: We work our butts off for you people

*0: As a current blockbuster employee i would like to say that all these comments are all too familiar.

*0: I have worked for BBV for years, at multiple stores.

*0: I was a Blockbuster employee of 3 years.

*0: BBV bullshit late scanning and fee adding

*0: Look BBV, you've gotten yourself in a fix.

*0: Look BBV, you've gotten yourself in a fix.

*0: Look BBV, you've gotten yourself in a fix.

*0: Look BBV, you've gotten yourself in a fix.

*0: I work at a BBV and people are always whining

*0: I work at a BBV and people are always whining

*0: I work at a BBV and people are always whining

*0: I work at a BBV and people are always whining

*0: WARNING! ...UNAUTHORIZED CHARGES TO MY CARD

*0: ..you sign a statement which clearly authorizes us to do so

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Renting videos from Blockbuster Video has proven to be a nightmare- specifically the store in Mesa, AZ. The company automatically charges your credit card if they think you are late. They do not even bother to notify you before doing so (if you used your debit card to sign up this could really cause you some problems). And, worst of all, if they lose a video or cannot locate it AFTER you return it, they automatically charge your credit card for the video- this is an unexpected charge of over $100!!!! They do not even bother to look for it before charging you! Outrageously bad customer service.

I would suggest patronizing a friendlier, more competent company.

This report was posted on Ripoff Report on 12/30/2000 12:00 AM and is a permanent record located here: http://www.ripoffreport.com/r/Blockbuster-Video/Mesa-Arizona/Blockbuster-Video-Outrageously-bad-customer-service-REBUTTAL-Warning-ex-employee-de-4107. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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REBUTTALS & REPLIES:
0Author 137Consumer 1Employee/Owner
Updates & Rebuttals

#1 UPDATE Employee

People with bad experiences say their not coming back

AUTHOR: Andrew - (U.S.A.)

I hear everyday the upset customers about the 1.25 fee after the movie was returned and the majority of the money was credited back to the CC or to the account say they are never coming back, guess what, they always do, why because they would rather pay 1.25 for a late movie than 125.00.

also to all the people that say that BBV is going to be out of business soon, my district is one of the best selling districts on the east coast
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#2 UPDATE Employee

not attacking. . .

AUTHOR: Gleam - (U.S.A.)

i've previously stated obviously that i work for blockbuster, but i'm not by any means defending them. i'll be honest i hate my job, but i like money(blockbuster is my second job). i'd actually like to think that i've been screwed over more than most of the customers that come into my store. by no means am i perfect, but i've done leaps and bounds more than my dm/sm/asm combined, yet get threatened daily by all three. i actually had a customer tell me last night that my manager said that he was going to fire me in the near future.

a few things i'll touch on:

1.) return policies:
for the most part these work, i cannot begin to tell you how many times i've been personally attacked by customers over this. in all honesty, about 85% or more come back within an hour with the said dvd stating they didn't know another family member had rented it and kept it in their room.

2.) sm/asm/shift leads
i'm a shift lead and i'm the first to admit i've had poor training, but i honestly try my best. can i fix everything, no, but am i trying my best to help you, of course, i want to make sure that above all else, i don't get yelled at in triplicate(customer/manager/dm). however, i've also witnessed two store managers at my store personally curse out the customer(mind you i've seen csr's get fired for doing the same thing). i've also noticed at my store sexual harassment/preferential treatment.

3.) things you should know. . .
a.) if you rent just one disc out of a season and don't return it after its sell date(check receipt), you will be charged for entire season. a perfect example is heroes season 1, you rent one disc, and return it 2 weeks later, you get charged probably around $40-50 or more. why. . . because you can't just order one disc from vendors, you have to order the entire season.

b.) policies. . . the new policy that has been relayed to the employees is that we want your business. if the town you live in has a decent store manager, they should be more than willing to work with you. now, there are exceptions to the rule, if you try to start up a new account claiming you don't have one(and you do), guess what we can see that you have 7 started up in your name and at least 6 of them have holds on them due to inability to pay store fees(late fee's, owned movies, etc.)

--post37: movie(s) kept past 37 days, unable to refund money to customer
post37-paid: charged to credit card on file
post37-unpaid: no credit card on file, or card on file was declined
**if unpaid, the account will be put on hold(can't rent until paid off and new cc#)

--mismatch: movie(s)/game(s) returned w/o disc or with personal disc in case.
**acct. is put on hold until the game/movie is returned(phone calls should be made to customer if received before 7pm). exception, if you haven't provided a working phone number, you know if the cell phone you provided is from 2 years ago(be reasonable).

--wrong store: if you rent at a store, return it to that store, plain and simple, it avoids a lot of problems in the end. unless other circumstances disable you from returning to the store you rented from, just return it to the store you rented from. the reason for this is that it takes a few days to fed ex them back to its parent store. i've also witnessed certain managers stating that they wouldn't pay the shipping fee's to have it returned, especially if its from another state, trust me, many problems.

--not blockbuster/other
don't tell me you are going to rent at red box because they don't require credit cards, you'll only make yourself look like a fool(how else do they charge?). in the event you do rent from redbox, don't return them to blockbuster, you will be charged a hefty fee from redbox(blockbuster is unable to return the disc to redbox by hand and redbox refuses to pay for shipping of the item or even provide an address).

hollywood video, in most markets our cases are significantly different than theirs. the look of the cases at hollywood is glossy like your home owned dvd's, ours have locking mechanisms at the bottom and are a little gritty on the covers. unless a manager at hollywood video is willing to come pick them up, once again, we don't do the footwork for a rival company.
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#3 UPDATE EX-employee responds

Response to Kc

AUTHOR: Patrick - (U.S.A.)

Kc,

You certainly have the right to express your opinion, and I have no problem with you doing so. However, there are a few things about your post that need correcting.



Kc: I stopped going to blockbuster to rent movies becasue there prices are just obserd and the employee's acted as though they were doing you a favor. I never had late fee's but I rented ALOT of movies, and when it comes down to it BBV really only has new releases and not many movies that do not make the big screen.

Pat: I agree about the prices of new releases, and I don't rent that many any more. However, BB has a ton of movies for rent that were not 'big hits' on the screen, and several that either ran for a very short time, or are 'direct to video' releases. BB has a huge selection to choose from (including older movies as well).



Kc: BBV is NOT the only place to rent movies, and i would suggest all who have issues with Blockbuster to go into a different rental store,maybe a family owned one and see the difference in one the prices, and two the way you are treated.

Pat: True. BB is not the only game in town. If you don't like them, go to another chain or Mom & Pop shop. But BB is not the only one where you may get bad service. In fact, I'd be willing to bet that every single video store has had complaints. Yesterday being Christmas, and us being tired of watching the same old recycled movies on TV, my family and I decided to head to BB to get some movies (nice of them to be open Christmas Day). We got nothing but friendly service, even though they were working on the most sacred of holidays. Oh, and since it was Tuesday, my 6-year old daughter got 2 free movies as we are Rewards members, and get a free non-New Release for every new release we rented. Pretty sweet deal if you ask me.



Kc: I personally think Blockbuster is a rip-off and i choose NOT to give them my hard earned money. JUst from the posts in this from employee's you can see and hear in theere words what they think of customers and it is NOT good.

Pat: I think that the majority of my posts (not counting those towards Steve of course) on this and other BB reports have been genuine and helpful whenever possible. I also see this at the store every time I go in. Sure, every business has bad employees, and customer complaints. It's just part of doing business.



Kc: These people that work at blockbuster have jobs becasue of us the customers, and they oviously have no respect for you the consumer.

Pat: If the employees have such little respect for the customer, then I wonder what keeps them in business year after year?

Happy Holidays from an ex-employee!
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#4 Consumer Suggestion

IF YOU DO NOT LIKE BBV

AUTHOR: Kc - (U.S.A.)

I stopped going to blockbuster to rent movies becasue there prices are just obserd and the employee's acted as though they were doing you a favor. I never had late fee's but I rented ALOT of movies, and when it comes down to it BBV really only has new releases and not many movies that do not make the big screen.

BBV is NOT the only place to rent movies, and i would suggest all who have issues with Blockbuster to go into a different rental store,maybe a family owned one and see the difference in one the prices, and two the way you are treated.

I personally think Blockbuster is a rip-off and i choose NOT to give them my hard earned money. JUst from the posts in this from employee's you can see and hear in theere words what they think of customers and it is NOT good.

These people that work at blockbuster have jobs becasue of us the customers, and they oviously have no respect for you the consumer.
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#5 UPDATE EX-employee responds

Kept my word

AUTHOR: Patrick - (U.S.A.)

This rebuttal is in regards to my last post on 12/5/05, where I said I'd stay off this particular Blockbuster report until 12/31/06. Well, I kept my word and then some. It's now been over two years since that post, and Blockbuster is still in business, and I'm still a patron (although I did drop the 3-a-month online program, wasn't able to watch as many movies each month as before to make it worth it).

So Steve, where are you man? How's the gumball business? ;-)

BTW, it's still the same Patrick. I've just moved from Gilbert to Mesa, just in case you're wondering.
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#6 Consumer Comment

Blockbuster Video has never done anything wrong to us.

AUTHOR: Kto - (U.S.A.)

Accidentally bumped into this rage page, and I don't understand these complaints. I've done business with Blockbuster for years and never had an issue. In fact, the first place I go to rent movies for a weekend is Blockbuster.

It's amazing the tantrums that get published on the internet in a frenzy to damage other people's jobs and livelihoods just because somebody doesn't think policies that apply to everyone shouldn't apply to them. I never trust published reviews against company policies and services, because those complaints are almost always entitlement "rantrums".

Return your movies as agreed. No problem.
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#7 UPDATE EX-employee responds

Blockbuster in the past several years.

AUTHOR: Ryan - (U.S.A.)

I worked for Blockbuster in Woodstock for five years ('97-'02) as CSR and assistant manager, rented before working there, and recently returned to be a customer again. This is my story/take on the company. This is in response to several of the comments in this post, but also addresses others I've seen in more recent complaints.

1) In regards to $100 movies, while I don't work at Blockbuster anymore and don't know how much it costs for specific movies, when I worked there, videocassettes frequently came out for rental only for several months. These would cost Blockbuster (and other rental companies) $75-100 each, and if not returned, resulted in a substantial financial loss. Even with Blockbuster's revenue share program, our instructions stated that lost tapes would cost the company full price. After a couple months, the prices were reduced by movie distributors and that's when you saw them sell for reasonable prices. Most Disney movies and major purchasable movies were available at sell-through prices at first release. Titanic was the most notable of these. DVD was designed as a sell-through medium, not really priced for rental.

As DVDs replaced VHS, the days of $100 rental copies were gone - except perhaps for "exclusive" titles (which, as far as I can tell in Blockbuster's case, just have extra features). When I rent at a Blockbuster store, my receipt tells me the new selling price of the movie, which ranges from $10-$25. This is what I'll be charged if I don't bring the movie back at all. I've never kept movies late enough for this, but it is printed now on the receipt so you know exactly what it would cost. (It wasn't when I left in 2002.)

2) late fees: when I worked at Blockbuster, the whole big lawsuit deal was in full swing, with people throwing hissy fits over valid late fees, which for most of the time I was there, was essentially re-renting each movie for another period. The computer was very specific on late fees, and it would start tacking them on for movies two or more hours late. It's important to realize not every Blockbuster store is the same, and there are certainly locations out there where employees are lazy, inefficient, etc. However, we made sure that we checked the boxes multiple times through the day, especially when getting close to that two hour deadline with the noon return time. Yes, late fees bring good revenue into the store, but the philosophy at our store was to keep customers happy. We became the best store in the district because of that philosophy and it ultimately led in my manager's firing because the district manager didn't agree with this philosophy. In accordance with this policy, even before the automated system began calling people to tell them their movie was late, we called every day to remind people who were a certain number of days late by hand, and notated this (I think it was 5, 8, and 10 days, but I'm not sure). This was in addition to the automated mailings that went home. (And by the way, as a current customer, I know I don't always get a letter and/or a call when I'm really late, and haven't figured out exactly how that system determines to perform either).

3) charging off accounts: company policy was to attempt to charge off accounts at certain points. We would attempt late fee charge offs starting at two months, and there were certain other numbers of days to attempt the charge off, up until it went to collections/bad debt, which was 3 or 4 months. We were also to charge movie price and late fees for any non-returned movie after 10 or 15 days (can't remember exactly). This is somewhat similar to the current policy.

Again, in *our store's* effort to provide excellent customer service, we wouldn't charge every single account - customers with a history of renting were probably just out of town or forgot or had a special circumstance. However, an account with perhaps only 5 rentals, and 3 of them weren't returned, would be attempted to be charged. It was our protection against fraud from the consumer side. I'm not sure exactly the policy now, but based on the company's terms with the "no late fees" it is essentially the same.

4) "I returned the movie and you never checked it in": I can't speak for every store. I know there are bad people out there who would (and I'm sure do) steal movies from the box. After working there five years, I know there are better ways of internal theft that doesn't harm a consumer. Movies would get checked for proper tape/DVD enclosed, scanned in for check in, and returned to the shelf in one process. Even with the literally hundreds of tapes that would be in the box on a Monday morning from the weekend, we made sure that each movie was checked and scanned.

After checking in a stack of say 40 movies, we could verify that 40 movies were scanned, and find the problems. The company's policy on wrong-store, wrong-tape, and empty-box returns changed, but when I left it involved a wrong-tape (and I think wrong-store) account that would check in the movie and identify it on the customer's account as wrong-tape. We made sure we called (and documented) the customer so they could bring back the tapes. Wrong store tapes were called in to the other store (they would put it in their wrong-store account) and we would hand-deliver or in some distant store cases (hey, that store's in California and we're in Georgia! - it happened more than once) mail them via UPS or FedEx or whatever we used at the time. If it happened your movie made it to the shelf, we ran a report of 2+ day late movies and checked every morning to see if they made it to the shelf. The day manager would complete this task (I enjoyed doing it myself) and any movies found on the shelf would be put in as "Found On Shelf" which took off 2 days of lateness (if the report was run daily and done properly any shelved movies should be found within 1 day). And if your movie was on the shelf and someone brought it up to rent it, the computer automatically told us it was checked out to another customer. A good employee would make note of it and handle the situation if late fees were put on the account. Again, I can't talk for current policy, internal theft and employee behavior at your store, but that was corporate policy when I was there. Customers who didn't believe us were told to bring their movies in by hand - they could verify in any way possible (receipt, screen verification, watch us scan, whatever) that their movies were returned.

5)"I keep getting charged for xxxx fee when I never signed up": sounds like credit card fraud. Why don't you call your credit card company, dispute the fees, and get a new card number. It's not Blockbuster's fault someone else stole your credit card and entered it online. Again, I could think of better things to do with stolen credit card numbers, but I wouldn't hold Blockbuster responsible and be all pissed off at them for the situation.

6) "They charged me after xxx free xxx": Be very cautious from anyone who says free trial, anywhere, any way. It doesn't matter who you sign up with. Comcast does this with "get three months of service for cheap" deals (other companies too but I usually notice the Comcast ads), Netflix does this with it's free online trial, Gametap, you name it. Every free trial service I've seen involves giving the credit card number and you cancel within the set limit online. With the ability to return online rentals in the store, there shouldn't be an issue with lost-in-the-mail comments. And if I got an email telling me to set up a queue for something I remember signing up for, I'd at least investigate it. The Dish Network promo sounds like a reverse version of a DirectTV promo we had, and an AOL program we had - sign up for a free trial of the program, and get some free item. As an employee, I made very sure I told the customer that if they didn't want to continue whatever service it was they had to cancel in the allowed time or they would be charged. In fact, we even told the customers at times to sign up, use it for a week or two, and cancel it, and take the free item for their trouble. You got to be careful of free trial offers anywhere, because they always involve some continued service after the trial unless you cancel. (Read the fine print on the Girls Gone Wild commercials instead of staring at the girls. You will continue to receive movies at the full price every month... And the same situation for all the CD and DVD by mail services like BMG and Columbia. Get 12 CDs for the price of 1, but then you have to buy so much after that.)

7) "Blockbuster Online is a Ripoff because they changed fees", etc: I signed up for the Online program about a month before they started in-store exchange to compare it to Netflix. After quitting Blockbuster, I stopped renting in-store ($4-5 a movie? no thanks) and signed up for Netflix. I like Netflix, regardless of any mailing issues they have. I've accepted that "unlimited" doesn't really mean unlimited. . Man oh man, did I ever rent a lot of movies. I'm the kind of customer these programs hate. On the 8-at-a-time program through Netflix, I saw 40 or more movies a month. And with Blockbuster's Total Access and returning in store, I could turn around my 3-at-a-time in about 3 days, and thus get 6 movies per week from the online program - and add on another 6 rentals in store. For $17, through Total Access, I got about 50 rentals between in-store and online. I *knew* this couldn't last too long.

When they figured out the program and changed it to the current system ($25 for their "unlimited") I jumped on it, because I knew that I got 50 movies for $25, which is an awesome deal. And hey, if you don't watch a ton of movies a month, the $17 program is fine. Blockbuster realized their program didn't work as was, and changed it. I'm happy with 50 cent movie rentals. I'll have 23-26 exchanges in store this month, which is about the same as last month.

8) Suspended Online Accounts: others have addressed this already, but if an email from Blockbuster tells you to pick a plan because they are making a change, then pick a plan and quit complaining. You had the chance and threw it away.

9) sexual harassment: someone recently posted a comment on sexual harassment as an employee. It sounds to me like you have a sleazeball of a manager. I totally sympathize with your problems, even though I don't know the details. But, if it was your store manager making those comments, why didn't you contact HR or the District Manager?

Summary: I've said it several times and I'll say it again: I worked at a great store, with a great manager and a great crew. We did things right. I know there are stores that don't - stores with bad or no managers, bad or no employees, etc. This is just like any other business. There are good McDonalds and bad McDonalds. There are grocery stores on a chain worth shopping at, and there are stores to avoid. Same goes for this company. Your experience at one store is not the same as it would be at another. But when things go wrong, from a lot of the complaints posted on this website, it seems that the consumers let things go from bad to worse. The instant I see something wrong, I make sure it gets fixed. And if I didn't get a call from the District Manager, I would keep calling his number (myself, not having a store employee doing it) until I got a response. DMs are there to make sure situations don't go beyond them - and if there's a problem at a store the DM does what they need to so they don't get complaint calls any more (would you want constant calls about one of your stores doing things wrong?). Reverse charges through credit card companies if you think you're in the right and the business does nothing, and read and follow through with instructions and terms of service carefully.

I can't say it enough, take responsibility for your actions and welfare. Let me give you this story: there was a customer that rented occasionally at our location, and was always late. He always complained about the fees not being valid (the receipt said a different date, he returned them on time and we didn't check them in, etc.). He started turning it into a race issue ("it's because I'm black, isn't it?) and everyone at the store knew he was a problem customer. We had credited enough late fees off his account and refused to do anymore. I was a manager at the time, and there was a point where he returned movies in the inside drop box and went to look for more rentals. We checked in his movies and notated that the late fees from those movies were valid fees - he had just put them in the box (to negate his "you didn't check them in when I returned them" excuse). When he came up to check out, another employee informed him of his fees, and he began getting upset again. He told me his receipt proved that the movies were due back in a couple days and we just put the fees on there for no reason. I told him to get his receipt and prove it - when he returned with his receipt, the due dates were for other movies he still had out.

All he had to do, was take responsibility for his actions and stop blaming everyone else for his ineptitude. Pay attention. It's your biggest weapon.

I don't "love" Blockbuster (though I'm really happy with my current service). I don't stand up for them for any other reason than I know the story from both sides. Bad stores do not make a company, and customers informing the company about bad stores/employees is the first step in fixing a situation. "I hate xxx" websites/postings frequently are passive-agressive attempts at making someone mad and the persons involved tend to not do anything about the situation, just complain about it. (Not always, and certainly not always here.)
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#8 Consumer Suggestion

gregg

AUTHOR: Jennyo - (U.S.A.)

the customer is NOT always right, have you ever had a job? You should know that by now. Usually the customer is ALWAYS wrong, only us peons behind the counter have to kiss their asses by telling them they are.

When I return a movie late I get charged for the DVD at times, but I dont b***h about it, because my credit card is ALWAYS refunded after they locate the DVD.

Another thing, if you keep it past the due date you will get a penalty, as deserved.... would you show up late to work and expect the boss to smile? No, you would not, quit jerking around Blockbuster and bring your movies back on time. Its not a hard request. Jesus Christ!
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#9 Consumer Suggestion

I like Blockbuster and I am NOT an employee!!

AUTHOR: Karen - (U.S.A.)

Never had a problem with any of the Blockbusters here. Yes, I have returned videos late, and guess what? I got a valid late charge, which was paid without question. It's really simple - return your items on time, or even better, ahead of time, and you won't, generally, have any problems.
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#10 Consumer Comment

$101 per movie?

AUTHOR: Donna - (U.S.A.)

Maybe Blockbuster should buy their movies at Walmart. I bought the "O Brother Where Art Thou" for $13.72. I have a blockbuster account but rarely rent movies (maybe once or twice a year when one of the house teenagers wants to rent one), we mostly just buy any movie we want. DVD's are under $20 at Walmart when newly released and prices are drastically reduced in a short period of time.

As for the contract, I did sign a contract but I'm curious if the terms could remain the same since Blockbuster's policies have changed regarding late fees etc. The sign on the window at the Blockbuster in my town says you have a 7 day "grace period" before a late fee is charged?

As for the changing from midnight to noon, twice I had to pay a late charge but the noon return time wasn't the day AFTER the midnight return time, it was noon, twelve hours earlier on the same day. I know for a fact that the second time they said I was late, I had purposefully returned the movie to the drop box a day early and my husband was my witness. I paid the late fee anyway because I was sick of arguing about it but now, when I return something after the rare times I rent anymore, I take them inside and make an employee take it from me and mark my receipt with the date and time it was returned.
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#11 Consumer Comment

Funny thing, isn't it?

AUTHOR: Jonathan - (U.S.A.)

It's funny that the employees are the ones who side with Blockbuster while the average working class American consumer is upset, for good reason. They do not have fees to simply get their movies back, but to generate revenue. It's simply business. They do, however, charge way too much! We do agree to the terms, and thus are in the wrong for anything we are charged for. However, I have a problem with all of the commercials and banners saying "an end to late fees!" when there isn't an end. Some stores still have these "Extended Viewing Fees for your convenience" but they are even more outrageous than the former late fees, I feel. I was charged $28.00 for six late days when I thought I had a full week to return them as a grace period. I always turn them in on time, but I had a death in the family and they did not get back on time. Yet, they charge me anyways, when I am a great customer and I think they need to have customer care, not customer "too bad, pay the fine anyways. Your problem, not ours."

I'm tired of BBV when there are other places (Netflix, Movie Gallery, etc...) that are fine stores that don't rob consumers. At the end of the day, we're all consumers and should understand that things happen.
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#12 Consumer Comment

renting with blockbuster better than other video stores

AUTHOR: Gab - (U.S.A.)

I personally enjoy renting with blockbuster because of their new policy. They even give me a phone call to remind me to return the videos or be charged with the full amount. i agree with john, i take advantage of their return policy and return the movies when it is conveinent for me . but this string was started long ago and now it is a moot point with places online. let it go. you will feel better.
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#13 UPDATE Employee

It's not right...

AUTHOR: John - (U.S.A.)

As much as I think corporate America is wrong in too many aspects, I still think that Blockbuster is too lenient in it's policies.

Blockbuster doesn't charge anything unless a movie or game is turned in at least a WEEK AFTER the due date. It is unbelievable how many people still complain about the unfairness of giving people 7 days extra to keep a movie. And even if the store does charge the movie to the account, they still give you 30 whole days before you can return it and only be charged $1.25.

It's not correct for a customer to argue and complain over $1.25 after keeping a movie for over a month. Week rentals can technically be kept 44 days after the day it was RENTED and you would only be charged $1.25, if it's returned within that time period.

When you create a Blockbuster account, they require you to sign a legally binding contract in which you agree to the stores rental terms. For a 2-day rental to be kept for a month, that's theoretically 75 dollars worth of profits down the drain in exchange for $1.25.

Also, Blockbuster has contracts with certain studios that give them the movies for free. But, they share the profits from the rentals 50-50 the first week, 60-40 the second, 70-30 the third, and so on. Some studios, however, want to charge the company 400 dollars per DVD disc. In this case, Blockbuster buys the movies from independent wholesales for 17.99 a disc, which is the standard price of ANY new DVD. That is why BB sells new movies for $21.99. Places like Best Buy, which sometimes sell new DVDs for $14.99 are actually losing profit. That is why there are 200 copies of movie like Click and The Break-up, and maybe 20 copies of The Lost City or The Wild.

Blockbuster needs to reconsider a new late-fee policy. The customers take too much advantage of what is actually a severely lenient return policy.

P.S. Hollywood Video is no competition whatsoever to Blockbuster anymore. So go ahead, if you're not happy with Blockbuster, live it up in Hollywood.

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#14 UPDATE Employee

Amusing

AUTHOR: Chaz - (U.S.A.)

I posted a while ago and i was trying to shed light on some of the issues listed prior to my post. as patrick has done, i spent my time explaining things to those that don't or didn't understand. i do this every day at work when i answer the phone at BB.

I never have a problem with someone having a different opinion than me but it is fustrating to an extent to see someone so bent on an issue that they just don't want to educated themselves in. like Steve doesnt want to read the policy on an application but he doesnt think its legal. you can tell him a million ways how to find the info but it helps his argument if he stays ignorant to the subect. the brain washing is hillarius.

Steve reminds me of Mel Gibson's character in "Conspiracy Theory". the sadness i feel for patrick. to respond to someone like steve that just doesn't get it the 5th time around. not only from 1 person but many people. for those that say that "without the customer there is no business", yeah, i heard that somewhere to, but if keeping customers means continuously comprimising our policies and removing balances caused by customers to make them happy, I say it isnt worth it.

If a customer buys a product, you think they are a good customer. they come back and steal from you, do you let it slide because you want them to come back and maybe buy something next time. the point is that policy is what it is. we stick to it and you stick to it and everything is fine. take responsability for your own actions and there doent need to be hatred toward the wrong person or company.

mistakes get made at our store from time to time but it doesnt mean we are ripping people off. to what purpose does a CSR have to ripp off customers to increase the money in the pockets of a ceo of BB. that brings up John Antiago's salary. first off i know he makes alot but so does any corporate ceo of a major company. whats the point in mentioning their salary.
sure BB has mad some choices that i may not have done if i were in charge but i dont find their choices to be of ill intent. we hear comments about all of those that have issues with BB (most just holding a grudge like steve that will never rent again and based it off 1 case in 1 store out of 5000 in the US). We dont hear enough from the millions of people that enjoy the service, the policy that works for their benefit and those that rent so many movies on an average of $1.00 a movie (movie pass = $27.99 when they average 30 movies a month).

I wrote this really not to rip into anyone but to show that I have been humored with some silly and off the wall comments that i read. someone commented about how employees bashing customers is wrong and sure that wouldnt be a good practice to keep customers coming back. but who are you all kidding. is there anyone trying to get steve to be a loyal customer again. I dont care if steve ever watches another movie in his life. there is no organization of BB employees looking to recruit "BB haters". over 2000 customers walk through my doors every month. i would make more money from my store if i had a chance to eliminate at least 50 of them. perhaps i would be better used serving a customer with a smile on there face than some pissed off customer complaining about a balance that her irresponsability created. but we take the bad with the good. I still enjoy my job and the many people that come in. I have broke the policies for the sake of keeping the business. I have gone above and beyond for the sake of good service, and I have many people that enjoy a simple conversation about the latest movie out with me. I get paid good for what I do. I think for the job asked, its a fair pay but its not a career to be a BB CSR either.

The idea about BB going under or out of business is I suppose what BB haters would want to see. the truth is that the companies core is run by people who are not only focussed on making money, but to stay in business, and remain on the cutting edge with the changing industry.
The end of late fees was a way to increase value to the customer by having them spend more money on more frequent visits than on penalties of their own making. we took the loss and we are paying for it but we are revolutionizing the industry.

We recognized xxx for a good idea and jumped on it with them, but seriously. think about the speed at which things change. do you think people are going to use the mail for too much longer given a few years. where will nxxx be then. BB has already looked into positioning themselves with cable as "Blockbuster On Demand". Movie studios are working out deals in relation with releasing the DVD at the same time as the Theatre. As Internet grows stronger, making movies downloadable legitamately for the price of a movie rental will be the next conformitty.

BB has always and will always look to change with the industry to keep the upper edge as they have for years. its not in their best interest to just say, "Oh well, I guess we did what we could". there is money to be made with the changes.
All the haters can sit around and follow all the theories they want from people like the "Conspiracy Theory Steve" but in reality, There are millions happy every day from the service and value that BB gives. If you took a moment to just ask, "with my rental pattern, how can i get a good value?" there is sure to be a person behind the counter that can help.
sorry Steve if i picked on you much, but you are way too funny.
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#15 UPDATE EX-employee responds

See you next year.

AUTHOR: Patrick - (U.S.A.)

OK, fine. I will stay off this report until 12/31/06 (unless you give me further reason to post). I will be back at that time to prove that Blockbuster has not gone out of business.
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#16 Consumer Comment

Hey Patrick

AUTHOR: Steve - (U.S.A.)

You have a problem don't you.

Troll elsewhere. Giving an opinion. Its my first admendment right dumbass.

Like your all that. You will see next year. Scambusters will go down you watch.
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#17 UPDATE EX-employee responds

Bring it.

AUTHOR: Patrick - (U.S.A.)

Steve,

If you have an argument to present against Blockbuster, then bring it. Your entire last missive had absolutely nothing to do with this thread.

Who cares about this wonderful invention of your friend's. How much money you and he will make from it has nothing to do with Blockbuster and late fees.

Again, if you have an argument, bring it. Otherwise, go troll somewhere else.
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#18 Consumer Comment

hey patrick

AUTHOR: Steve - (U.S.A.)

I tried posting earlier just hit the wrong key.

First off on my business it will not only get better but getting leads.

My franchise owner who I am great friends with has an invention that if he does what he has to he will make more money than the whole Blockbuster corporation has in their accounts.

I recall you put in Netflix. They refunded me for two months since I returned a movie in the mail and not a problem with them.

This invention has something to do with life and death. Hes in the stages of the patented process but once he does what he has to do billions and billions of dollars including contracts with tmobile and qvc.

One more thing you and anyone else on this site don't know who your messing with.

My friend will have more money than on gods green earth.

All someone has to do is choke on those gumballs and BB gets sued.
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#19 UPDATE EX-employee responds

I will keep watching.

AUTHOR: Patrick - (U.S.A.)

Steve,

If I am reading this right, your friend has an invention that will "revolutionize" the movie rental industry. Is this correct? Or are you still talking about gumball machines? It's hard to tell from your posts as you always fail to provide specifics.

If you are talking about some new type of vending system for movies, I've got news for you pal. Many have tried, all have failed so far. Netflix thought they were going to revolutionize the business by offering their product through the mail. Well, they took a chunk of Blockbuster's market share, but not enough to hurt them too bad. Heck, you can even do the online thing with Blockbuster now.

The only way I see a major change in the industry is if someone came up with a format where movies were downloaded from the internet into a personal computer storage device, and you could call up any movie you want without having to insert a disc or some other type of physical media into a player. But I don't see this happening anytime soon. There is just too much money to be made renting and selling movies.

It's like hydrogen fueled cars. We have the technology to produce these vehicles, but then the oil companies would go out of business, and they can't have that.
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#20 Consumer Comment

Patrick

AUTHOR: Steve - (U.S.A.)

I'm not the inventor of this invention. This invention if my franchise owner has it done correctly will bring in more money than what the entire company does. I have ways and know different people.

Blockbuster will go down. You watch.
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#21 UPDATE EX-employee responds

Steve, Steve, Steve.

AUTHOR: Patrick - (U.S.A.)

I know that I am that "other wanna be" that you refer to. And we can't come to a truce because you simply ignore the facts that I present.

And that was the only thing I could understand in your last post.

And dud, this report is about late fees, not gumball machines. Why do you keep posting here? What is this grand plot to take down Blockbuster that you refer to? I seriously doubt you will be able to do something on your own with some "grand invention" that will make you a living legend.
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#22 Consumer Comment

Adam in West Virginia

AUTHOR: Steve - (U.S.A.)

I will get over it dude.

I'm going all the way. The scambuster solution that you have. They will go down when people see to it.

They have bad business practice.

I'm not bringing up the other wanna be b/c we can't come up with a truce.

I agree with Dennis and Chad.

Competition with the other machine. You would be surprised who would give up money for their machines. The gum machine that they have so do other corporate places. AN invention is in the works so I will be part of history.
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#23 Consumer Comment

i do not see that i am getting ripped off

AUTHOR: Adam - (U.S.A.)

i have to agree with patrick on this issue. what rental place wouldnt have some type of late fee. id rather pay the 1.25 restocking fee rather than the usuall 4-5 dollar late fee. as far as charging the credit card if people would actually read what they are signing for once then people wouldnt have a problem. as far as the gumball machine it would be competing with their machines and they would be losing money. find other places to put it in and get over it. i use the blockbuster online service and i do not see that i am getting ripped off either. i pay one fee and no due dates. as far as exposing information thats why there are secured sites which tend to block hackers from getting any info and if there is something to happen just call the bank or credit card company and report it. ive been a memember of the online service for 5 months now and havent had any problems with it whatsoever. and i also agree why they dont have to check the movies either because it'd be annoying to other customers if one would have to wait because they have to check dvd's to make sure they're in the cases.
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#24 Consumer Comment

i do not see that i am getting ripped off

AUTHOR: Adam - (U.S.A.)

i have to agree with patrick on this issue. what rental place wouldnt have some type of late fee. id rather pay the 1.25 restocking fee rather than the usuall 4-5 dollar late fee. as far as charging the credit card if people would actually read what they are signing for once then people wouldnt have a problem. as far as the gumball machine it would be competing with their machines and they would be losing money. find other places to put it in and get over it. i use the blockbuster online service and i do not see that i am getting ripped off either. i pay one fee and no due dates. as far as exposing information thats why there are secured sites which tend to block hackers from getting any info and if there is something to happen just call the bank or credit card company and report it. ive been a memember of the online service for 5 months now and havent had any problems with it whatsoever. and i also agree why they dont have to check the movies either because it'd be annoying to other customers if one would have to wait because they have to check dvd's to make sure they're in the cases.
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#25 Consumer Comment

i do not see that i am getting ripped off

AUTHOR: Adam - (U.S.A.)

i have to agree with patrick on this issue. what rental place wouldnt have some type of late fee. id rather pay the 1.25 restocking fee rather than the usuall 4-5 dollar late fee. as far as charging the credit card if people would actually read what they are signing for once then people wouldnt have a problem. as far as the gumball machine it would be competing with their machines and they would be losing money. find other places to put it in and get over it. i use the blockbuster online service and i do not see that i am getting ripped off either. i pay one fee and no due dates. as far as exposing information thats why there are secured sites which tend to block hackers from getting any info and if there is something to happen just call the bank or credit card company and report it. ive been a memember of the online service for 5 months now and havent had any problems with it whatsoever. and i also agree why they dont have to check the movies either because it'd be annoying to other customers if one would have to wait because they have to check dvd's to make sure they're in the cases.
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#26 UPDATE EX-employee responds

Had to stick your nose in, eh Steve?

AUTHOR: Patrick - (U.S.A.)

Steve,

In case you didn't notice, my question was not directed at you, but at Chad. Since Chad has not seen fit to come back with an answer, I will.

First, it is not a "corporate policy". It is a check out procedure. And here's why:

Back in 2003, Blockbuster did extensive analysis on ways they could increase staff efficiency. Both the movie check-in and customer check-out processes were totally revamped. The check in process was modified to focus more on speed and accuracy, and the check out process was modified to get customers through the check out line quicker, especially during the busy times.

Before the changes, employees used to open each rental box during the check out process to ensure the correct movie was in the box. After the change, it was decided that since more focus was being given on the check in process, then the correct movies should be in the box, so to speed up the check out time, employees were told to stop checking the movies.

And that is why employees aren't supposed to check the movies during the check out process.

And Steve, what does your business have to do with Blockbuster, other than the fact that they would not let you put your triple heads in the stores to compete directly with their own gumball sales? Would a used car lot allow you to place your private sale vehicle on their lot?

And finally, once again I will say that Blockbuster corporate is not out to "ripp off all their customers". I spend $27 a month at my local store (and that's not counting movies I purchase). I rent as many movies as I want every month. How am I being ripped off? And no, they have not put any "erroneous" charges on my card. I know, I check my account every day. Never once have had a problem in all the years I have done business with them.

Blockbuster has employees who are human, and are prone to make mistakes. Some employees even steal, and it only hurts Blockbuster. But, I can guarantee that this happens at all video stores, not just Blockbuster. There is no corporate conspiracy to ripp off consumers.

You need to get over your grudge regarding a rather minor incident and get on with your life.
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#27 Consumer Comment

totally agree with Chad

AUTHOR: Steve - (U.S.A.)

Hey Patrick, Chad is correct. You guys are brainwashed.


So far on this thread two people I totally agree with and its called greed. It will backfire.

Corporate stinks and they will pay the price down the road.

Oh and Patrick how is my business. Its going to get better and sometime next year you will see me on tv. My franchise owner invented something still in the patent stages but when it comes out I might have an inheretence pay coming and I will go ahead of scumbusters.
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#28 UPDATE EX-employee responds

Do you know why?

AUTHOR: Patrick - (U.S.A.)

"At one point I was informed that it is actually AGAINST corporate policy to check a case and make sure a DVD is inside before renting it to a customer."

Chad, do you know why it is against policy? I'm wondering if you know the correct answer.
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#29 UPDATE EX-employee responds

Do you know why?

AUTHOR: Patrick - (U.S.A.)

"At one point I was informed that it is actually AGAINST corporate policy to check a case and make sure a DVD is inside before renting it to a customer."

Chad, do you know why it is against policy? I'm wondering if you know the correct answer.
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#30 UPDATE EX-employee responds

Do you know why?

AUTHOR: Patrick - (U.S.A.)

"At one point I was informed that it is actually AGAINST corporate policy to check a case and make sure a DVD is inside before renting it to a customer."

Chad, do you know why it is against policy? I'm wondering if you know the correct answer.
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#31 UPDATE EX-employee responds

Do you know why?

AUTHOR: Patrick - (U.S.A.)

"At one point I was informed that it is actually AGAINST corporate policy to check a case and make sure a DVD is inside before renting it to a customer."

Chad, do you know why it is against policy? I'm wondering if you know the correct answer.
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#32 UPDATE Employee

Blockbuster hates you.

AUTHOR: Chad - (U.S.A.)

I am currently employed at a Blockbuster video in Capitola, CA. I am also currently employed at a privately-owned mom-and-pop video store. There are far too many reports about the company here to read, but all of the ones that I did read had the same complaints. Let me help you out, folks.

DO NOT GO TO BLOCKBUSTER!!! Do not go to any corporation, for that matter, if you can help it. You're worried about the corporation trying to screw you over? OF COURSE THEY ARE!!! They are a corporation, and that's what corporations do. I can name dozens of incidents where I was directly ordered, as a BBV employee, to do exactly the opposite of what helping a customer would entail.

I recently trained for a promotion to Shift Leader where I had to complete a number of reading comprehension tests on the computer, and I learned definitively that Blockbuster cares very little about it's customers, and even less about it's employees. At one point I was informed that it is actually AGAINST corporate policy to check a case and make sure a DVD is inside before renting it to a customer. This is priority number one at my REAL job.

Long story short: You are nothing but a dollar sign to the heads of the corporation. Shop local, shop independantly-owned businesses.

And to all the other employees sucking up, just stop. It's not going to get you anywhere because Blockbuster hates you.

(But in the mean time, try to take it easy on us employees. Trust me, I hate their policies as much as any of you.)
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#33 Consumer Comment

Dennis

AUTHOR: Steve - (U.S.A.)

I just wanted to comment that I think about stopping at a BBV and just read different rules and their regulations. Viacom since they own it figures. And that CEO guy what a joke. If the IRS audits them and sees what they are doing to make the bucks that will be interesting. Its going to happen one day. ALso on www.ftc.org I think it is BBV was very close of taking over Hollywood Video another joke of a company.
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#34 UPDATE EX-employee responds

Hello, and Thanx, Steve

AUTHOR: Dennis - (U.S.A.)

Steve, thanks for your comments. I realize my comments may be sound like sour grapes. And guess what? They ARE! When I started with BBV, they were a great company. Then, in came the new owners (VIACOM)and things went from bad, to worse, to intolerable, for both employees and customers.

As for the legality of collecting late fees on credit cards, I must side with BBV in principle ONLY. If you read the paragraph on the bottom of the membership application, it clearly states that you are giving Blockbuster express permission to collect unpaid rental/late fees or for any unreturned product. Most people either fail to read and understand this, or in most cases become irate when BBV loots their credit card accounts for the outrageous amounts. As I stated, if they were to charge fees that were reasonable, they would solve most of the late fee issues. But they are TOO GREEDY! Do remember, if your late fees are anywhere over $10.00, they will send it to a collection agency, if you haven't updated your credit card information. They have a bag full of tricks. Again, believe me I know.
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#35 Consumer Comment

tape renters need to get out of bed.

AUTHOR: Marc - (U.S.A.)

I think the reason for the complaints is that noon is too early for most of the whiners. They simply can't get up before noon and return the tapes. I've never rented a video but know people that do, and every one of them that complains has all sorts of other problems in life. Like parking in handicapped stalls, parking tickets, driving without insurance, water and electric being shut off, landlord bitching about loud music, etc. Basically the world is just too much for them to handle as they've never learned responsibility for their own actions. And to top it off, they usually drive a car that has a busted windshield. Next time you're at Blockbuster, check out the complainers and see if I am wrong.
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#36 Consumer Comment

hey Dennis

AUTHOR: Steve - (U.S.A.)

I agree with you about your opinions and since you worked for them I like what I hear from you. I haven't rented from BB in about over 5 years but that late fee thing is so bogus which is what I've been trying to say all along. I agree with you also that the company is on decline and it will hit them right up their asses.

On the credit card issue I don't know what the contract says but I don't like that part where the company can come back illegally and charge consumers. Everything else your correct.
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#37 UPDATE EX-employee responds

Laughing at Blockbuster AND Late Fee Offenders

AUTHOR: Dennis - (U.S.A.)

Being an ex-employee of this company, I have to laugh! Blockbuster's greed has come back to bite them in their corporate posterior. Instead of charging a nominal fee that customers can live with, they charge late fees that piss the consumer off, and line the pockets of the corporate hierarchy. Take a look at John Antioco's annual salary, and you'll see how much your rental and late fees has done for him, not to mention the numerous "vice presidents" this company employs. Oh, and for you people who whine about your credit card being charged? YOU authorized them to do so when you signed up for your membership AND gave them your credit card number. All you have to do is READ! Not only this, but when you rent at Blockbuster, the late fee schedule is: explained to you by the cashier, is posted on your receipt, and is posted on the door on the way out. So DO NOT tell me or anyone you did not know when the rental was due back!! Don't read me wrong. I am no fan of Blockbuster, and their business is in decline, much to my delight. Oh, yes! "The End Of Late Fees"????? What a joke! Believe me folks, it is not the end of late fees, it's just another way of collecting them. Want to avoid late fees at Blockbuster? All you have to do is call someone at regional, or corporate headquarters, and nine times out of ten, they will remove the late fees, whether you actually incurred them or not. Take it from me, I know. I was with these swindlers for seven years.
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#38 UPDATE Employee

People And Blockbuster

AUTHOR: Moka - (U.S.A.)

first of, im an employee of a local blockbuster. it looks to me like the only thing that you people are concerned with is the fact that your been charged for late movies.

blockbuster was obviouslly been having problems with people bringing back movies on time, and people obviouslly have a problem with being charged for movies they return 2-3mins late.

this has been out latest policy on late movies. lets say you rent 2 movies, its a monday. the 1st movie is a 2 day rental, the other is a 1 week rental. they still have due dates, because we want you to return the movie. its common sence, the sooner you return then, the sooner they can be checked out to someone. but now there is no more late fees. you actually get 7days past the due date. so that 2 day rental isnt going to be charged on your credit card untill the 10th day. that 1 week rental isnt gonna be charged untill 15days.

blockbuster is a bussiness, they want to make money. but in order to make money, they need to keep their customers. they need to settle somewhere in the middle wen it comes to pleasing both blockbuster and customers. of they lean to much towards blockbuster's on side, they would be ripping people of then. if they leaned to much towards the side of customers, they would not be making a profit, and the point of a bussiness is to make a profit.

now back to the rentals. so you actually have an additional 7days to return the movie. that means, that even if you work 6days a week and only have one day of out the week off to return the movie, you can do so. their is no reason why it should be late now. and like a few other where saying, there is an FOS list. FOS stands for "Found On Shelf" which is just that, its a list of movies that are 7days late. employees have to go out on the shelfs and look for those movies, if they are found, they are checked in. if they are not found, blockbuster is going to assume that the movie has not been returned, because its not on the store. that is wen you are charged for the movie. within this 7day period, you are first given a phonecall after, i believe 2 days. after about 3 days, you receive a note in the mail. after 9/14 days that you've kept your money, blockbuster assumes that you want to keep the movie, considering that you had a whole keep to return it and you didnt. its not just an extra 12hours anymore, its a whole week. even then, after you have been charged for the movie, it is taken care of as a sale. you still have 30 days to return the movie and receive your money back, minurs a 1.25 which is called a restocking fee. so that means that you can now keep a movie 39/44 days out, returnt them, and only pay 1.25+ watever your rentals cost. note, rental prices vary from place to place.

i honestlly dont know wat you would want to do with a movie out 39/44 days?
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#39 Consumer Comment

scambuster sell my toys, gumballs, and assortment of candy

AUTHOR: Steve - (U.S.A.)

Go sell my toys, gumballs, and assortment of candy in those bulk head machines plus do a fund for different illnesses.

I'm telling you all that keep continuous postings that won't help.


Just remember that the ftc won't let BB take over HW. Also I'm sure someone is watching what the company is doing.

And about Kate you have to give her something awesome about that opinion. Shes correct.
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#40 UPDATE EX-employee responds

You have your opinion, and I have mine.

AUTHOR: Patrick - (U.S.A.)

OK Steve, I conceed

You have your opinion, and I have mine. You will never go to BB again, I will only go to BB, until such time I feel as if I'm being ripped off (hasn't happened in the 10+ years I have been renting from there though).

Go, sell your gumballs, I will be happy for you. In the meantime, I will sit back and enjoy my latest rental from BB, all the while scarfing down a fresh hot bag of popcorn.

Cheers.
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#41 Consumer Comment

Scambusters The company will go down

AUTHOR: Steve - (U.S.A.)

The company will go down. There are millions that rent and those same millions will say something to the attorney generals office about this whole problem. I don't rent from this company b/c they are crooks. You are being brainwashed on this company. Also don't you have anything else to do besides going on here and defending these knuckleheads.
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#42 Consumer Comment

Scambusters The company will go down

AUTHOR: Steve - (U.S.A.)

The company will go down. There are millions that rent and those same millions will say something to the attorney generals office about this whole problem. I don't rent from this company b/c they are crooks. You are being brainwashed on this company. Also don't you have anything else to do besides going on here and defending these knuckleheads.
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#43 Consumer Comment

Scambusters The company will go down

AUTHOR: Steve - (U.S.A.)

The company will go down. There are millions that rent and those same millions will say something to the attorney generals office about this whole problem. I don't rent from this company b/c they are crooks. You are being brainwashed on this company. Also don't you have anything else to do besides going on here and defending these knuckleheads.
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#44 Consumer Comment

Scambusters The company will go down

AUTHOR: Steve - (U.S.A.)

The company will go down. There are millions that rent and those same millions will say something to the attorney generals office about this whole problem. I don't rent from this company b/c they are crooks. You are being brainwashed on this company. Also don't you have anything else to do besides going on here and defending these knuckleheads.
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#45 UPDATE EX-employee responds

Steve, are you a sewer pipe?

AUTHOR: Patrick - (U.S.A.)

Because there is nothing but garbage spewing from your mouth.

Every company has it's problems, Blockbuster included. But they are NOT scamming people. Please show me any other video store that will let you keep out a new release movie for 9 days at NO ADDITIONAL CHARGE.

I remember the good ol' days when movies had to be returned the next day by closing time (and this was for ALL video stores). After that, you were charged like $1 a day.

I can't understand why someone can't get a movie back to the video store within 2 days. Blockbuster is actually LOSING money on rental fees for product that customers are keeping out longer than the allotted rental period. That's why in the past if you were late, you got charged for an additional rental period (or periods) until the movie was returned.

People bitched about that, so BB came up with another solution. And guess what? That's right, people STILL are not happy. Here's a suggestion for you. FOLLOW THE RULES. If you do, you will have no problems.

I have tried to be as calm and collected as possible in the past. But your lunacy is getting to me. Blockbuster will not be going out of business. There are millions of people who rent there regularly and follow the rental rules, so they continue to rent. And they will continue to do so in the future.
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#46 UPDATE EX-employee responds

Response to Kate. experienced bad service from Blockbuster

AUTHOR: Patrick - (U.S.A.)

Kate,

If you have experienced bad service from Blockbuster, then I do encourage you to rent elsewhere. This will make the district leader take notice of the stores that do have bad service.

But I have to say that Blockbuster is not scamming customers. Yes, there was some confusion regarding the new policy when it came out. Yes, there have been lawsuits filed. Yes, there are bad employees who steal movies (happens everywhere, not just Blockbuster). And yes, Blockbuster has modified it's advertising to make sure customers are aware that they have 7 days after the regular return date to get movies back, or they will be sold to you.

Just recently, signs were placed on the doors of my local Blockbuster stating just that. I'm sure that it was sent to all stores as it came from corporate distribution (has the 6-digit item number on the sign).

All I'm saying is, Blockbuster has made continuos efforts to make their customers happy. Recently, I switched from their online movie system back to the one where you get your movies at the store. I pay a monthly fee of $24.99 ($10 more than online, but I like getting new stuff when it comes out, instead of waiting for it to be sent in the mail). I watch as many movies as I want, when I want, and I don't have to worry about getting them back in time.

Again, if you are getting bad sevice at a particular store, then please, take your business elsewhere. I actually encourage you to do this.
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#47 Consumer Comment

Kate from Toledo added feedback

AUTHOR: Steve - (U.S.A.)

Hey Kate

Thank you very much for that added feedback b/c all the employees will be unemployed and let the scambusters pocket that money. I've been saying it all along. The commercial is such a lie. Here you have Patrick just trying to stick up for the company and that other moron. You also have someone else claiming bb is here to always stay. If the company has that many problems especially through the courts I suggest that some people open their ears and eyes for once.

ALSO YOU CAN'T CHARGE A CREDIT CARD WITHOUT PERMISSION OF THE CARD HOLDER. If you bring back on time its the companies fault for not getting back into system.

Bad business practice and it has to stop some place. Scambusters will go down.
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#48 Consumer Comment

There isn't any argument, BB has lost it's market

AUTHOR: Kate - (U.S.A.)

Anyone who has rented video's from Block Buster knows what a scam the place is.
There can't be any argument, their profits have fallen off - they undertook another very EXPENSIVE marketing campaign 'no late fees' only to be told by a judge that charging to replace the movie is not the same thing as 'no late fees'.

Over and over you can hear the way the employees are conditioned to disrespect the customers.

I personally stopped going there after a few visits. I don't have to patronize businesses who's marketing is designed to mislead me and the employees are rude, unhelpful and apparently steal movies forcing customers to buy them after returning them.

Everybody knows all of this - what's with the ex-employee's defensive and OFFENSIVE posturing here?

You look like liars in the face of common knowledge.

Not nice at all.
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#49 UPDATE EX-employee responds

Responses to last two posts. I have no problems with Blockbuster.

AUTHOR: Patrick - (U.S.A.)

First to Steve,

The point I thought I had made with my last post was that by signing the membership agreement and adding a CC number to your account, you were agreeing at that time to be charged for any balances on your account. Go get that agreement, you will see what I am talking about.

If for some reason charges were put on your account for a rental that was returned on time, then there are several things wrong. First, you would have to have non-current information on file, such as an old phone number and/or address. You should at the very least be getting those "you have movies due" calls long before any charges are made to your card.

And to Robert, I wholeheartedly agree. It is a shame what customer service has come to these days, especially in the fast food/retail industry (not just Blockbuster). Over my career I have work at and managed my fair share of establishments. One of the main reasons I don't do it anymore is the fact that most of my time was spent babysitting lazy teenagers.

I also agree that current or ex-employees should not come on these forums and "bash" customers by calling them stupid, lazy, etc. That totally goes against what the great website is about. On this and the other Blockbuster thread, I have tried to provide helpful information, or at least an explanation of policies. Unfortunately, there will always be those who do not take advice well.

I have no problems with Blockbuster. I would still be a Store Manager had my old employer not come back with an offer I could not refuse. I had a good store, with all good employees (due to a good hiring process and ongoing training).I liked my customers and my customers liked me. On the rare occassion a major problem did arise, I always handled it as best I could. If only all managers were like I was.

I know where the good stores are, and I know where the bad are. I stay away from the bad, and patronize the good. I would suggest that anyone who has a problem with the staff at a particular establishment (and not just Blockbuster) vote with their feet and go elsewhere. If Hollywood Video has better service and friendlier staff than Blockbuster, then by all means go to Hollywood Video instead.

Thank you for listening.
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#50 Consumer Comment

This is whats wrong w/bus today

AUTHOR: Robert - (U.S.A.)

I cant believe what I'm hearing. Employees bashing consumers? Stupid,lazy,ignorate etc... Obviously THIS is what the real issue with BB is. What ever happened to a business having to EARN there customers not Bash them on public forums. I personally have never had a problem renting videos and if I was late I payed the fee agreed to. But that is realy besides the point.
Now Employees I understand most of you are young(even the managers) so maybe you havent learned yet. I'll give you some insight.
I work in the Missile Industry were billions og Govnt money and equipment have people responsible for them. You have to deal with people you dont like, schedules you particulary dont care for, deadlines and stress. This is the future for you...in any business. If you dont learn to deal with the problems your having making minimum wage in a job that quite frankly in the big sceam of things isnt that important, then how do ever expect to succeed later.
And by the way the customer IS always right.
Ex. Missile technician 1 is working his butt of to get a mission completed when Engineer 1(customer) calls and says "were out of cleaning supplies at building _ .
Do you tell the customer to go screw themselves? No, If you do you just lost your job, your income, your house, car and now you live in a van down by the river because your wife left you and took the kids.
Do you say "be right there" and run to get the supplies and hurry back to accomplish the mission? Yes, you get a pat on the back because there was no friction between you and the customer, plus you get your annual raise and later a promotion, you have nice things a great wife, loving kids, and a fat ride in the driveway.
So yes the customer IS always right. If you have to not charge them then you just have to eat the charge. And if BB is not willing to do that I suggest they close the business.
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#51 Consumer Comment

Hey patrick The company has no right to authorize charges

AUTHOR: Steve - (U.S.A.)

The company has no right to authorize charges unless the consumer knows whats going on. I'm talking about when the rental is back on time. I will get the rules and regulations and I will forward it to all including the govt since they regulate everything in this country.
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#52 UPDATE EX-employee responds

Reply to Steve's last response. Before you post any more about Blockbuster

AUTHOR: Patrick - (U.S.A.)

Steve,

I have a suggestion for you. Before you post any more about Blockbuster, I urge you to get both a copy of the membership agreement, and a copy of the new rules and regulations about "No More Late Fees".

The membership agreement clearly states that by placing your CC information on your account, you authorize BB to charge your card for any fees that may be posted to your account, including, but not limited to, unpaid rental fees, unreturned product fees, etc.

As Eric said, if you don't want your card charged, then have the information removed from your membership account.

As far as an audit goes, all they have to do is show your signed membership agreement, and they are covered.

You continue to say Blockbuster only scams people and pockets the money. This type of rhetoric is just useless banter. I have been a customer since I terminated my employment with them. I can GUARANTEE you that I have never been ripped off by BB. But then again, I always follow the rules too.
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#53 Consumer Comment

I'm tired of the cockiness of this company.

AUTHOR: Steve - (U.S.A.)

To the last response, you cannot and I repeat CANNOT illegally charge a customer. Its the law. If the credit card bereau does an audit on BB they better have a d**n good excuse b/c I'm tired of the cockiness of this company. The company scams people to try and make themselves look better.

THEY WANT TO POCKET MONEY AND GO TO THEIR ISLANDS LUXURY.
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#54 UPDATE Employee

Policies unknown to customers

AUTHOR: Eric - (U.S.A.)

As a three year employee of this company; I have seen it all; I have sucked up every class and training module available to me; that I might know the complete inner workings of the company who employs me.

First off; the late fees from back in the day. I love this 'lazy scanning' stuff. Because quite frankly the stores all had a MINIMUM of a two hour buffer programmed in. Meaning, tape due at noon, actually fine until 2pm. Considering all stores have a noon, AND a 1pm manditory drop box emptying proceedure; it really kind of nullifies the whole "They just left it till it was late" statement. But hey; good effort fabricating that one.

Then there are the people who tell us that the fees are too much. The best part is; this is where we suggest that chronically late individuals try our competitor, Hollywood. Why? Because Hollywood "Only charges $2.50 per day" Trouble is; that totals out to much more if it's a *few* days late. Add to that the factor of a ceiling. You see; blockbuster puts a cap on it. As in, the maximum fees it would charge is two weeks; at which it just added the movie to the total; if the movie actually came in, that was removed from the cost; and just a max of two weeks fees was there. Whereas; Hollywood Video does not believe in the 'cap' idea. Fees keep building; there is no autosale; there is no stoppage of fees. There is a big ugly $2.50 per day. Imagine forgetting a movie for a couple months.

Blockbuster = 24.68
Hollywood = 90

Which would you rather pay? Quite frankly this is simple math that you can verify for yourselves. One is just plain a much smaller number than the others.

Next; a lot of people are upset with the autosale idea. On this; I understand. Because I don't want to be declined in the middle of a restaurant; when Blockbuster charges me $70 on my card.

So let's examine this, because it *is* indeed an issue. Unfortunately; it's one that many people have chosen to rant on without actually educating themselves about.

First off; you have one week. As in 7 days past the due date. More recently (last month) the computers were changed without notice to be ten. So you must first have that movie MORE than one week past the due date. Fact of life is; the company makes money by *renting* it to people. Not by letting it sit on your coffee table for free. Yet another sad but true fact. I am the employee who makes all the customer calls regarding things such as empty boxes and non-return items for our store. And I can honestly say that as someone who does this at the beginning of a nine hour shift; calling about 100 customers; a maximum of two will call back; and the rest will claim complete ignorance to the multiple calls left on their machine. As a fact of life; these phone calls are USELESS. Why? Because we're all human; we brush them off; and we ignore them completely, after all; why stress over something we can put off? It's just our nature.

The autocharge can be reversed. Bring it in within a month; and the item is reimbersed; minus a $1.25 re-stocking fee. I hear complaints about this all day. Let's be quite blunt about it. It's a dollar and twenty five cents. Repeat; a dollar and twenty five cents. You pay more for your medium soda. And in order to get that fee; you took the regular rental period; PLUS an extra ten days. That means; you were really, really late. And quite frankly; you can always run the numbers on Hollywood for comparison. Please do.

NOW HERE IS AN HONEST; HELPFUL SUGGESTION THAT MAKES THIS ALL SO MUCH MORE PLEASANT FOR YOU; THE CONSUMER!!!

I really hope that the customers are still reading this. Because this is a simple way to avoid all the issues with debit/credit cards.

If you haven't already; don't put a credit card on the account. At all. Unless it's for a movie/game pass; and in that case, listen when the guy tells you *IT CHARGES EVERY THIRTY DAYS*. Don't get mad at him later; when you didn't read what you clicked 'yes' to.

Now; if you've already put a credit card on file; you can walk in and request that it be pulled. They won't like it; but quite frankly; they legally can't say no.

If you avoid putting the credit card on file; you can avoid all the ugly charge/uncharge effects on your account, and your renting process will be so much simplerm, and more pleasant.

I really hope that the last suggestion about making sure there is absolutely no credit card on file (Except for a movie/game pass) is helpful; because it is one of the biggest problem creators I encounter... It's honestly a rather ugly mess on occassion.

And above all; please remember this:

As an employee, we'd honestly rather see you walk out happy. Not because we care all that much about the company; but because it makes our life that much more pleasant. When you have a problem, please remember that we'd love to help you; unless you come in shouting at us, irate. In that position; no one wants to help you.

I hope that this helps dispell some confusion; regarding the policies; and how to avoid the wrath of random charges.
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#55 Consumer Comment

Hey Mark Blockbuster is here to stay

AUTHOR: Steve - (U.S.A.)

Get a life with the American Dream bullshit. Blockbuster is here to stay and buy out Hollywood. LAst time I checked that there was no buy out.

Your a loser with the rest of the morons that work for a company that will go down for scamming at least 5 million people in this country for those bogus fees, scamming on peoples credit cards just to make their ceos look good. Its ashamed that the big giants do that.

I haven't rented from BB in a while and won't which means I take my business elsewhere thats one less customer. Get a memo typed out to every customer and make the corp explain the policies and procedures which they won't. If I ever do rent from bb and they charge me with fees I will take a liter right in front of the csrs face and burn it.I will also call every credit company up and say something.
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#56 Consumer Comment

10 years before a problem

AUTHOR: Anthony - (U.S.A.)

I was a member of Blockbuster for 10 years before I ran into a problem. The employees posting here need to understand that as good as the company is, mistakes are made. I was in the video industry for nearly 15 years (before anyone had even heard of DVD's), so I do understand how the system works and what the fees go to covering.

The fact is I returned a DVD to Blockbuster the same night I rented it. The next day I went to rent something else and was informed I had a $4.35 late fee. This was startling since I had returned the DVD on the exact same night I had rented it. I tried to explain this to the clerk and was told that the person who rented to me must have made a mistake. She then backtracked when I reminded her that she was the clerk the previous night.

The fact is they refused to back down on the fee and thus lost a very valuable customer over $4.35. Companies need to remember that without the customer the company doesn't exist and the way you treat the customer will get passed on to others. I don't know how many people Blockbuster has lost due to word of mouth on these situations, but I think the stockholders are begining to feel the bite. Treat you customers the way you want to be treated. Someone with principles won't care of the amount is $4.35 or $435. It's bad business regardless of the amount.
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#57 Consumer Suggestion

Wake up and Smell The American Dream

AUTHOR: Marc - (U.S.A.)

Blockbuster is here 2 stay and I love them. I use the online service which is not as good as Netflix, but you do get coupons each month for free in-store rentals. But if enough people complain about some big business,then a politician or lawyer will always jump on the bandwagon and use the dreaded "class action lawsuit" threat.

What that means is after 2-3 years of lawyering,threats and court,Blockbuster will say OK, here's what we will do: we'll post clearer notices of our policies in our stores and all of our customers will get a coupon for a free movie. What the lawyers will get is several MILLION dollars in fees.

Also some politician will look like a hero to the working man and get re-elected (although it was probably his law firm making most of the money).

Blockbuster is doing the right thing. They will probably buy out Hollywood video and be the only game in town soon. Learn to live with it. Just rent the movies, bring them back so other people can watch them (which will help keep rental cost down) and if you owe $4.25,just pay it and move on.
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#58 UPDATE EX-employee responds

Answer for Steve.

AUTHOR: Patrick - (U.S.A.)

Hello Steve,

I see you have posted comments on this report also. Since nobody answered your question regarding porn (now I have a little more insight about you), I will take that opportunity now.

Blockbuster was initially founded by members of the Mormon faith. As such, porn was not offered for rent, as they do not condone it. As a condition of the sale to Corporate America, porn was not to be offered in the future, and to this day it still isn't.

And a general comment for everyone that still rents at Blockbuster. Most complaints I have seen state that they never got any calls from Blockbuster that movies were late. The majority of the time, the reason is because the store does not have your current contact information. When you move, please take a moment to update your address/phone number. Especially after there is an area code change. Here it used to be 602 only. Then, they added 480 and 623. There are still a lot of customers in the database with 602 area codes that really should be 480 or 623.

Next time you rent, take a moment to review your information and make any necessary corrections.
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#59 REBUTTAL Individual responds

Subject Setlement of lawsuit

AUTHOR: Patrick - (U.S.A.)

Everyone that has been ripped off by block buster check your state information. They resently settled a class action suit. And atleast in washington have changed there late fee's they can no longer charge credit cards as part of the settlement and had to return large sums to custermers as damages.
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#60 Consumer Comment

to the last person

AUTHOR: Steve - (U.S.A.)

I don't know if your a guy or girl, you said if people don't like to rent go somewhere else. Well then you will be unemployed. I don't have that much to say. You do have netflix, amazon, and ebay. Yes your right if you don't like it go somewhere else. You lose customers. All I'M TRYING TO SAY IS I THINK IT STINKS TO SEE THE CEOS pocket money for themselves and look good and make you people think twice as much for your jobs. If I ever do rent from BBV and I get charged a fee for no reason, you will remember me. Just remember that, this whole topic is so stupid.

Why isn't there a pron section?

Why is this topic section getting more attention?
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#61 UPDATE Employee

I Can't Believe You Customers

AUTHOR: BBV Employee - (U.S.A.)

OK this has got to be some of the most stupidest things I have ever heard customers say. Where to even begin with you idiots. one posting read that the movies dropped in the box isnt scanned in instantaneously as if we dont know that. just to point out how stupid this guy is..... we are required to process the drop box at different times of the day. being 1 minute late would not make your movie late. niether will 45 minutes. this is the BBV standard proceedures. All movies are removed from the drop box, and hand checked to be sure the movie is correctly in its case. after the hand checking, they are scanned in. its not rocket science. a monkey can do this simple task. on occassion mistakes can be made by those who get distracted and loose there place or trying to scan too quickly, but all in all, there isnt much room for error. the noon time deadline has a grace period that allows for those who are cutting it close. some stores have 2 hours. that means if you hand it to someone at 1pm on the day its due, it will be on time. the official time the movies are removed from the drop box is 1pm. so for those who say "I dropped it in at 12:05 and you just didnt scan it in" are just plain wrong. No one likes to be wrong and for those who think you are mistreated with extended viewing fees just dont have a concept of responsability to something you obviously take not seriously enough. you all know the the movies have a due date but you ignore it. whos fault is that? what i dont understand is where people get the nerve to rent 5 movies, bring them back late and dont feel they are wrong and refuse to pay.
just a note here to mention that Chris from AZ commented on having good grammar but he himself screwed up the very comment. (sorry i just had to point that out).
Here is great advice to those that don't like blockbuster. Don't rent there. based on some of your comments above with childish insults and missunderstandings with no room to comprehend, you wont be missed. BBV made $3.28 Billion dollars last year so it has room to be not so liked by your type.
the funny thing is how you all refer to all BBV employees as if we are all the same. I enjoy my job, I am constantly revered with how well I do my job, customers spend extra time in my store talking to me, and asking for suggestions, and I even delivered movies to a mans house cause he just had surgury and wanted to watch movies. I take great pride in how well i do my job but I know there are customers out there that dont like me for standing firm on Extended viewing fees that they were in the wrong. even I cant please everyone. some of you are purely childish. its funny to hear you bash all BBV employees as if we arent trained, have no education, and no concept of how to do our jobs. day in and day out we do the same tasks and you walk into the store thinking you know what happened. can you guess what response i hear when i inform a customer of a balance from a movie brought back late and ask them when did they drop it off without telling them the computers info..... thats right, they dont know or just say i brought it back before the due time. i ask so when was that? they dont know but they sware it wasnt late. funny how that works out.
I want to point out that Holly is most certainly not a manager or even an employee. she was just a bit over the top with the attitude. nice angle as an attempt to convince people that we run a business like that. clever but very see-through.
John from Central Maine couldnt be any more wrong by saying we are going out of business and especially how we are staying in business because of EVFs. just so we have the numbers right john.... BBV made 19% of their revenue with EVFs last year. 4500 stores nationwide equates to alot of money but its not what keeps us going.
I will be the first to announce here for those who havent heard yet. BBV is no longer going to charge late fees as of Jan 1st of 2005 (excluding some franchise stores by option). thats right. Just so that we all are clear on how this works i will explain it. however you knew how we worked before and still you complained so here it is.
When you rent a movie, there is still a due date (2 day or weekly). if it is not returned back by that time, there is a grace period of 7 days. if brought back within that time, there is no late fees whatsoever and all is good. If you do not return the movie before that time (the 7 day grace period), the movie will be "charged off" to your credit card on the account for the price of the "Previously Played Price" (example I,Robot DVD is only 12.99) minus the cost of renting it initially. If there isn't a valid credit card, it will remain against your account and after time of unresolving it, it will go to collections. as in the past. In the event you have been charged for the movie (cause there will be those who will need to push those limits), you will have the chance within 30 days to bring it back for a refund of the cost of the movie (12.99 minus the rental fee in the example above) with only a small charge of $1.25 for "Re-stocking Fee". if the 30 day return date is reached, there is no refund at all to be given for a movie that late.
its true BBV has made millions of dollars off your stupidity with EVFs that wouldnt be a problem for most of you here had you just done what was asked of you in the original agreement, but BBV incorporated a variety of programs like Rewards, Game and Movie Passes, and an onslaught of coupons we recieve every day to help with giving a better value. We strive to do good for the entertainment industry, the surrounding community like charity and such, and just overall customer appreciation. sure they make money like any other company but dont hate them for that. You all end up hating them cause you messed up. I wish everything was that easy. I myself will miss the stupid remarks of complaints with EVFs. I do hope with the great value that customers appreciate the value they get. Whats unfortunate is that some of you vowed to never rent their again. I hope you all still stay away but what am I saying, I should know by now your all blowing hot air out of your A$$ and will be in there again like you always do.
Just for those wondering about our life expectancy, we are officially Independant from Viacom as we bought ourselves from them and are currently in the bidding with 2 other companies to buying out Hollywood Video. we also have over 500,000 people signed up to our mail order movie service (like netflix) except we offer free in store movie rental coupons that they cant offer and other sign up deals like a free brand new movie for joining all for $17.99 a month (which netflix recently lowered their price to just to try and stay with us). might I mention we have only had that service for maybe 4 months only.
Are we going anywhere soon ? ..... not likely since we just opened 2 new stores in our district alone. LOL (thats right, I'm laughing last).....
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#62 UPDATE Employee

BBV-EVF and Customer Service.

AUTHOR: Kimberley - (U.S.A.)


As a current Store Manager with BBV, I would like to respond to the accusations about fraudulent late charges.

Employees do not have the authorization to add late charges to the account. Any activity that is done to your BBV account is in the system not only showing the date, but the time as well.

These can not be altered in any way. When you check out your movies, you are given a receipt with the date that the movies are due. Regardless if anyone tells you when it is due it is in black and white on your receipt.

If you decide to keep the movie longer you will be charged only for the extra time that you keep it, you have already paid for a weekly or 2 day rental.

For a non-new release it is only .47 a day. For a New release it is only 1.79 a day as before you would be paying for another whole week's rental.

While the drop boxes (returns) are done 4 times a day, there are mistakes that a movie does not get checked in properly. As stated in earlier post a FOS(Found on Shelf) report that is worked and fees credited back.

To obtain a Blockbuster membership you must be 18 years old. An adult. You are responsible to return the movies back, if you do not like a weekly rental or a two day rental you may purchase a movie pass for only $14.99 for the first month. You check 2 movies out at a time, you no longer pay per movie. You also no longer have due dates, therefore no Extended Viewing fees.

As far as Customer Service is concerned there are good and bad to all business. We struggle to find good people and develop them to their ability. If they turn out to be the wrong person for the job, we will find the right person.

As in life as human's and as a business, you cannot please everyone. As for me and my staff, we strive to be Excellent in Customer Service and doing the right thing for you.

Instead of bashing, you might try talking to the Store Manager. I speak to many customers a day. My goal is to fix the issue and make them happy. Knowing this and reflecting on your job, treat people the way you wish to be treated.


As for working for Blockbuster, I find it a fun, rewarding job. Your life including your career is what you make it.
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#63 UPDATE Employee

Blockbuster is not trying to scam you.

AUTHOR: Adam - (U.S.A.)

Blockbusters check-in procedure is very very simple...when I open the store I'll take everything that's in both drop boxes at 10:30 AM and check them in...then I wait until around 12:30 PM (just to give my customers an extra 30 minutes in case of bad traffic or sick kids or something like that). At 12:30 I check everything that's in the box in! Not one tape or DVD or game is left behind...after 12:30 everything else is considered to be late (if it was due by noon that day) unless the member comes into the store and asks me to check it in on time and admits that they are returning it late...I will check it in for that member because I'm a nice guy.

Here's what I notice every day...90 percent of rentals that are late are not just a couple hours late...they're at least 2 days late, sometimes 5,6,10...I had a tape returned yesterday that was 3 months late! Seriously. These members do not care about anyone but themselves...I can understand if its a day late or a few hours, maybe even 2 days if they have an excuse...but when these rentals are not returned, I cannot rent them out again...all day long I have members asking me if certain titles had been returned as they wish to rent them...I'll check my computer to see when they are due back...there's always a few that are due back that day or several days ago and that member usually leaves angry because "you guys never have enough copies of the ones I want" - which is certainly true - we never have enough because most members do not return them on time.

Now when it comes to contesting any extended viewing fees - I have your account history on the screen right in front of me (now please be aware that I won't have your account history from 200 days ago so I won't be able to tell you what was late or when it was checked in) - but if you say you returned a movie BEFORE noon on the day it was due and my computer shows it was returned the day after that - I'm sorry - it was late and you need to pay the fee - but most times I'll take off the fee because I don't want an argument...and don't come in saying you had it in the box by 12:15 and have my records show it was checked in at 8:30pm (when I was the opening manager) because I know it wasn't on time...I keep track of these things and who is checking in movies one what days...I have new employees and I expect them to make a few mistakes so when I know they were doing check-ins I'll assume it was their error...give the member a credit then discuss it with my new employee to make sure they are not going to miss any rentals next time they do check-ins.

Another thing is the whole returning empty cases or bringing back the wrong items...that's just really annoying...I spend more time each day calling members about empty cases than I ever should...I can pick up a DVD case and tell you if the disc is inside or not w/out even opening it...and how could someone possibly return a VHS case empty!? Happens a lot...also...why would you return a movie from Hollywood Video to Blockbuster? Do you think we're all the same? I had a tape that one of my members returned to the local Hollywood Video...of course they never called us so it sat there for several months before another store's manager found it there...was that our fault?

One more thing I need to mention...DO NOT return your rentals to whichever store is more convienient for you...the stores address and phone number are printed right on the rental case and should never ever be taken to any other Blockbuster stores. This mainly goes out to those members who let their friends borrow the rentals and expect them to know where to return them...there's 5 BBVs within 2 miles of my store...just check the address please!

My last comment is that if you have an overdue balance or movies/games that were never returned - you cannot just go to another BBV and rent or sign up for a new account...we keep track of this and we'll make sure you pay up - we'll put your account on hold...I call around to stores every day and put members accounts on hold if they have any fraudulent activity going on...also we have a system which allows us to put comments on your account so we know how to deal with certain customers. And if you don't pay your balances or bring back your rentals - we will charge you for them on your credit card - if you don't have a credit card on file you probably think you're getting away with it don't ya? Well we usually have enough information in our system to give you bad credit by sending your balances to a collections agency...good luck getting that car loan or an approval on an apartment lease in the future.
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#64 Consumer Suggestion

This is retarded.

AUTHOR: Chris - (U.S.A.)

I have the solution to all of your problems. Don't rent at Blockbuster if you don't like it. That's what I've been doing and it's wonderful. It's not like Blockbuster is the only place to rent.

Perhaps you should put some effort into your grammar and maybe you will be taken more seriously. Are you all of you in grade school? I can't even read most of your comments.

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#65 Consumer Comment

Dave - Phoenix, Arizona

AUTHOR: Tom - (U.S.A.)

The joke is on you. You work at blockbuster.
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#66 Consumer Comment

My own experience with blockbuster

AUTHOR: Terry - (U.S.A.)

The snot nosed counter clerks could use a lesson in diplomacy and tact. I rented a video on saturday and returned in on monday morning on the way to work. Around thursday I got an automated phone call stating that I had not turned in the video. When I called these jerkoffs, the little punk that answered the phone all but accused me of stealing the d**n thing. When you question my honesty and integrity, you will PISS ME OFF !.

Of course the video was located at the end of the month inventory. The manager offered me a $10 credit for the difficulty. I told that idiot to take their membership and to STICK IT UP THEIR A**. And to take the $10 credit and buy some tact and diplomacy for the the little punk a** jerkoffs they have working the counter !!!

It will be a cold day in hell before I set foot in a blockbuster anywhere !!!!!!
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#67 UPDATE EX-employee responds

Holly has issues... I feel very sorry for the CSRs that work under you

AUTHOR: Pat - (U.S.A.)

Holly,

You certainly have issues. Please seek professional help for your rage.

Yes, I am an ex-Store Manager as stated above. The ONLY reason I am not still is because my previous employer finally realized how much I was worth to them, and ponied up the dough I should be paid.

I ran my store responsibly and ethically. My staff and I NEVER intentionally checked movies in late just to generate EVFs. We ran our FOS weekly, so most mistakes were caught. Once a month my staff checked ALL pieces to make sure they were in the correct spot.

Granted, there are a lot of BBVs out there that have problems. But guess what, the same is true for Hollywood Video, and all other video stores.

If you truly are a manager, which is suspect, then I feel very sorry for the CSRs that work under you. Bad enough they have to deal with the irate customers you create by your unethical actions, but they have to also deal with your bad attitude.

By the way, please let us all know where you will be working next, and we will be sure to avoid it like the plague. Thank you.
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#68 UPDATE Employee

It's True! We Do Scam The Customer!!!

AUTHOR: Holly - (U.S.A.)

Ok! first of all, All you BBV Brownnosers get a f-in life. Are You BBV lifers or r you people gonna get a real job one day! LOL!! I'm About to blow this f-in joint soon, but not until i get mine!!! i'm a manager at a local BBV. It is our job to rake in the money, even if it means doing some (NoN-Ethical) procedures. like scaning movies in late or adding a movie on to someones account. what ever keeps the big guys happy you know! but all you empls. trying to defend our VERY VERY corrupted company makes me laugh. you know as well as i that our fukn company is collapsing little buy little. That we are told to "DO WHAT HAS TO BE DONE" we all know what that means. Just ask the customers who are being charged up the a*s in fees. let's face it we work for a shady company, whose main focus is not the customers entertainment... it's the money. with the competition as hot as it is (netflix, hollywood video) we are bound to be out of business soon, not to mention all these lawsuits. so my suggestion to all customers. steer clear from our stores unless you would like to be our next victim, and to the employees, start filing out apps and looking for newer opportunities. P.S. Oh and by the way let me reiderate, f*k ALL YOU BROWNNOSE MUTHAFUKAS!!!!
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#69 UPDATE EX-employee responds

To Mark in Houston, some inside information as to how the whole check-in system works.

AUTHOR: Pat - (U.S.A.)

Mark,

First, let me say that I am a former Store Manager for BBV, so I have some inside information as to how the whole check-in system works.

Unfortunately, there will never be a system for checking in vidoes that will be "error proof". The major fault with your suggestion is that not all customers will return videos with the DVD/VHS in the case, or that they will always be the correct DVD/VHS.

As an employee, I saw on a daily basis where customers either left the DVD in the player at home (not so hard to do with VHS as it is so heavy), or had put the wrong DVD in the box. So if it is dropped off and automatically checked in by a non-human mechanism, then the customer record will not reflect the error. This would make it much easier for the uncrupulous customer to defraud BBV.

BBV is constantly working to improve systems and policies to prevent errors from occuring. But let's face it, there will always be dishonest employees and customers who will try to lie, cheat and steal product. Can't be avoided.

About the best system out there now is the DVD that self-destructs after 48 hours. As it does not have to be returned, there is less room for mistakes. However, I don't believe it is a cost effective method for renting vidoes. Just my opinion.

For everyone with complaints about BBV and extended viewing fees and such, I invite you to visit your local Hollywood Video (founded by ex-BBV employees by the way), Movie Time, Movie Gallery, etc. and see if you get better service. If so, great. But more than likely, you will encounter the same problems at those locations too.

Thank you for taking the time to read my comments.
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#70 Consumer Suggestion

No Extended Viewing Fees

AUTHOR: Brandi - (U.S.A.)

Why not try the movie pass that Blockbuster is offering now. For a monthly charge of 24.99 you can rent all the movies you want(check out limit-2 at a time), and keep them for as long as you want, with no fees. This program is so convenient, and I would recommend it to anyone. Our family loves it. With as many movies as we used to rent a month (and still do) and the occasional late fees that we did have to pay because we were late sometimes, this made alot of sense to us. Will never regret signing up- and have no problem with Blockbuster since.
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#71 UPDATE Employee

You're kidding, right?

AUTHOR: Andy - (U.S.A.)

"BBV can "accidentally" just decide to tack on some extra extended viewing fees..."???

Let me explain this as clearly as I can. BBV employees don't have some universal, all-expansive grudge against customers. We just don't care enough to go through the efforts of intentionally "tacking on fees" because that would (1) just increase the complaining that people already do and (2) require much more effort on our parts.

Only managers have access to manually adding on fees and they're by and large too busy to go through that effort. We do, however, hold a grudge against customers that cannot accept responsibility for their own mistakes and as soon as they get an EV fee, automatically assume its our fault and fight with us.

They then threaten to never come back, believing that would motivate us to appease them.....sorry, it doesn't work that way. If you're just going to give us grief and aggravation when you come to the store, why would we want you to come back? Besides, more often than not when people demand credits, they do it all the time...so we'd save money by not having your "business" anymore.

However, occasionally employees do make mistakes and things happen. When the customer is patient and respectful, and politely asks if maybe such a mistake could have been made, 20 times out of 10 we'll take off the fee. It's a pretty simple concept: be nice to us, we'll be nice to you.


"Employees can pocket late-fee money."

You really have no idea how it works. Short of having people pay for fees that they don't actually have on their account, and then pocketing that money, there is no way for this to happen. And that would be called stealing, for which employees are terminated on the spot. Once again, this goes to the topic of care. We don't care about your account balances enough to do these things. When we pull up an account without any fees, we are relieved; not disappointed. We celebrate and pray for smooth transactions.

Your new space-age check-in contraption sounds like a nice solution, but highly impractical I'm afraid. With the use of barcodes, it would be very unlikely to be able to use a dropping system which would be able to scan the barcode. Our system may involve too many employee steps to make it error-prone, but when you incorporate customer steps, those problems multiply tenfold. This could only work by having a manual station where customers physically check in their own rentals and then put them in the slot.

Unfortuntately, I don't have that much confidence in our customers. In the best case scenario, people will not be able to figure it out and require our help anyways; or just do it incorrectly on their own, and still end up with a late fee for it.

Or, people will figure out that they can check in their movie, but just walk off with it. Giving the customer extra responsibility for their rental is never a good idea in my opinion. Just asking them to bring it back is sometimes too much to ask.

The only real way to solve this problem would be to start using radio based transmitters on each item, so that everything could be checked in automatically as it's dropped into the slot. However this technology is still very much in the R&D phases and hence very expensive. Furthermore, a good percentage of BBV stores are privately owned franchises with owners that probably wouldn't be willing to fork out the extra cash to replace a system that works well enough the way it is, despite the complaining of a loud minority.

Another thing that I notice a lot is that people have this strange propensity to have to return things at exactly the time they are due. If its due on Tuesday at noon, if we're lucky they're in the door at Tuesday at 12:00 pm. In most cases, however, they're in the door at 1:15 or 2:30...sometimes 7 or 8, asking if its "close enough." Think of your other deadlines you face in life. If you were 1 or 2 hours late for work, would that be "close enough?" If you were 1 or 2 hours late finishing your report due to your boss, would that be "close enough?" If you were 1 or 2 hours late picking up your kid from school, would that be "close enough?" Life is full of deadlines. Try planning ahead for once.

In summary, the majority of BBV customers have no problems with our systems. This is why BBV is the largest company in the industry. Those of you who question the system and employees perhaps should try one of two things. (1) Go shop somewhere else or (2) Try adopting a new philosophy of responsibility and don't resort to conspiracy theories anytime you're "wronged."
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#72 Consumer Suggestion

Blockbuster needs to take responsibility for a lousy system

AUTHOR: Mark - (U.S.A.)

The current Blockbuster rental drop-off system is completely error-prone and can be exploited by any of BBV, the employee, or the customer.

BBV can "accidently" just decide to tack on some additional extended viewing fees to already overdue charges, and chances that a customer will discover these errors is slim; and even if they do the ability for a customer to prove they are in fact errors is even lower.

Employees can pocket late-fee money, forget to check things in on time, accidently lose videos (drop them underneath the counter or whatever), etc etc. Lots of human interaction leads to error.

Customers can lie and complain to get free rentals because the BBV managers or employees just get sick and tired of listening to complaining.

That said, BBV's rental system is very misleading. Obviously it isn't misleading to employees anymore; they have dealt with it so often and so painfully they can explain it in their sleep. But it IS misleading to the person that very infrequently rents movies.

Using Blockbuster's old rental system: A 2-day rental is due back on the next day by midnight? Sorry to have to tell you this, but that is the NEXT day. That makes it a *** 1-day *** rental. In general, you'll have the movie for about 24 hours, so that makes it much closer to 1 day than 2 days, right? The old policy is basically saying that there is no such thing as a 1-day rental, which is just dumb. This is the source of everyone's confusion. I believe Blockbuster keeps this stupid naming system for 2 reasons:

1- 2-day rentals sounds longer than 1-day rentals
2- The confusion makes people return movies just barely late, which gives BBV more revenue. And yes, they have lots of signs up to say when it actually is due, but the point is still that it is CONFUSING. When something is confusing you change it to work better!

So using Blockbuster's new rental system (the next day- bonus 12 hours). That makes the naming system a little bit more accurate, but still not quite right. When you think 2-day rental, you think: "Today is Monday; in 2 days it will be Wednesday". You do NOT think: "Today is Monday; in 2 days it will be Tuesday because I have to include Monday in my calculation".

Anyways, the point is that the system just doesn't work right now. Employees aren't happy and customers aren't happy. Non-happy employees tend to make customers even less happy. Non-happy customers stop going to BBV.

The solution: They need a new system. They need a system that is not human-error-prone and can not even be THOUGHT to be human-error-prone. Basically, they need something like an ATM or vending machine.

So here is what I'd suggest:
1. Replace the stone-age drop-boxes with a modern-day-technology drop-box that scans the video or DVD in when you slide it into bin.
2. The new box immediately updates the inventory system so that it is "checked in".
3. Have a little display that shows the following information: Day/Time originally rented; Day/Time returned; Extended Viewing Fees if they apply.
4. If there was an error, display an error message to say something like "please contact an employee (either then or next business day)". Hopefully this would be very rare.

This eliminates the "lazy-employee-didnt-check-in-my-video" argument for both the customer and employee. It makes it very obvious immediately to the person dropping off the movie if they are going to have fees the next time they come in.

The old crappy system is totally Blockbuster's fault and their responsibility to solve the problem. If they blame "dumb customers" (which seems to be the current trend), these "dumb customers" will stop coming and they will eventually go out of business. If BBV has "dumb customers", they just need to make their system more "dumb-proof".
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#73 Consumer Comment

Blockbuster is a place with great service.

AUTHOR: Huy - (Canada)

I don't know what Blockbuster is really like in the United States. But, I live in Canada, more specifically, Saskatoon, Saskatchewan. And, I have to say, they have great customer service! Last month, I rented Cheech and Chong's Next Movie on DVD at Blockbuster. But, I returned it on time. Two days later, I received a phone call from the store informing me that I had not returned the DVD, I only returned the case. So, I was pretty sure I returned the DVD. But, to be sure, I checked my house and it couldn't be found.

So, later that day, I went to the store and told them my story. I came in. I went to the counter. There was a clerk checking in movies and video games. So, he said he would help me in a minute. But, five seconds went by and he helped me. Then, he asked me how he could help me. So, I told him I had received a call from the store about the lost DVD. So, he expected I had the DVD with me.

I told him I didn't have it because I returned it. He said he just found an empty case that day so he called the cardholder. Then, he showed me the case. Then, he asked me if I was 100% sure I returned it. I said YES (the truth). He said, "Don't worry about it." And, he cleared me of the lost DVD and any extended viewing fees that came with it.
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#74 UPDATE Employee

Yes most of our employees suck

AUTHOR: Kenny - (U.S.A.)

To those of you who come in and say my car didn't start or any other excuse as to why they're late, we truly aren't supposed to care as to the reason, just that they're late. I'm in total agreement with you it does suck, and I'm leaving the comapny over it. however to state my case, if a customer comes in and approaches me in a Calm collected and above all ADULT manner, about a reason for thier tardiness I do listen and 99% of the time take care of the EVF. If they come in and raise all sorts of hell with me or my coworkers then no I'm not going to give them the time of day... it's not in the job description, sad but true.

I can lose my job by being overly generous with EVF credits, but I feel that if you are respectful and truly had an emergency it's my duty to the customer to listen and based upon information (remember we can check your account history) provided give them a resolution to the issue at hand. If you're a regular who's in all the time, and treats us with respect, and doesn't expcect us to give them the world on a silver platter... I don't wat to lose your business, because thats one less cool person I don't see over the course of the day, so more often than not EVF's get credited off on your account regardless of the circumstances surrounding it.

Kinda like a frequent flyer mile type system. IF you come in and raise hell and expect to recieve freebies and whatnot and are overly rude and disrespectful, I don't want you coming back so of course I'm going to be a jerk. Basically it boils down to the fact of if you're cool with me I'll return the favor.
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#75 Consumer Comment

blah blah blah

AUTHOR: Kimberly - (U.S.A.)

To prevent all this nonsense from happening in the first place why dont you just take a few minutes and drop your video off inside, they hand you this nifty thing called a receipt when you return an item. I have never had a problem with any video store at all and I have rented from many different ones simply looking for one movie title or another.
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#76 Consumer Comment

BLockebuster HAS responded with reasonable solutions

AUTHOR: Janet - (U.S.A.)

Everyone here is calling the company unfair. Our Blockbuster just made changes. If you are one of those customers who ALWAYS gets movies/games/ back late, why not get the monthly pass? You can keep the movie for unlimited time and exchange it anytime for another - again keep it as long as you want.

Or you can choose to rent a movie for a day or a week at a time. If this isn't fair, what is? Blockbuster is saying, "Know yourself and pick the option that saves you the most money."

Of course, you can slso choose not to rent at all and save the most money. BUt if you rent, pick one of the above options. Still cheaper than a night out at the movies, concession stand prices for popcorn and drinks, etc. Isn't it? Get real, folks!
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#77 UPDATE EX-employee responds

Customers that complain about late fees are the same customers that never tip delivery drivers!

AUTHOR: Dave - (U.S.A.)

I've worked at the video store for many years and am sick of customers complaining about late fees. As far as the price of VHS movies, that is correct that they range anywhere from 19.98 (sell-through titles) to $117.00. I've had many people arrested and put many people in jail for not returning videos because in Arizona, there is a law that failure to return rental property within 72 hours from the due date/time is THEFT!. Doesn't matter the value! All you customers that fail to respond to certified mail and phone calls deserve to be locked up because you're the reason we lose so much money and have to charge late fees or Additional day(s) rental fees as they are also known. A video store can go broke because of those customers. I could write a book on all the tricks and scams that customers try to pull regarding coupons, tapes not working etc. The stupidest thing a customer can do if a tape doesn't work is to rewind it. We always tell customers to stop the tape right where it's damaged and bring it back. We have ways of determining if it was damaged prior to them renting it, or if their VCR did it. We explain it and show them but they still say things like "It's a new VCR". Doesn't matter.....A new VCR can eat tapes too! I have a book currently published entitled "Customers Suck", and I wear shirts with that title on it every where I go to promote the book. I love standing in line at a grocery store or anywhere and watch the customers get pissed off, wanting to know who I work for and so forth. I tell them it's none of their business. Buy the book! Don't get me wrong, I'm a customer also, everyone is, but I'm not a whining moron that wants a discount if my Pizza is late. I hate all of you who do that. And to not tip the driver?, that is sooo cheap! It's not the driver's fault 99% of the time. They live for those tips you cheap bastards! I came across this Blockbuster hatred by accident through a Google search to find an address of a particular Blockbuster that I transfered from long ago and I couldn't believe all this. IF YOU CUSTOMERS DO NOT LIKE THE RULES OF BLOCKBUSTER VIDEO, Then either return your s**t on time (or) CANCEL YOUR MEMBERSHIP AND GO RENT SOME PLACE ELSE! It's that simple! But you know what, It's gonna happen again and again and again because you're all cheap! Get it? It's YOU, not Blockbuster.
GOOD LUCK!

P.S. You know when you make a scene, and leave all mad thinking you won, well guess what, you are made fun of by every employee working that night. We are laughing at you foolish customers long after you leave. And for those who come back a few months later thinking we forgot about you, think again. Someone always recognizes you and alerts the others and we wait for you to pull the same stupid s**t again...so we can laugh and make fun of you again and again and again. Once a fool, always a fool.
Dave in Arizona
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#78 UPDATE Employee

No more late fees!!

AUTHOR: Brittany - (U.S.A.)

Get the movie pass if you do not want late fees anymore. It's $24.99 for 30 days, you get two movies out at the time and you can switch them in and out as much as you want. No more late fees, no more due dates, no more rentals fees...
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#79 Consumer Comment

The outcome is... Bad customer service always leads to loss of business

AUTHOR: John - (U.S.A.)

I can understand the complaints of Blockbuster Video customers even though perhaps half are due to customers not supporting their end of the deal. I can also understand the viewpoints of Blockbuster Video employees. But the bottom line is that the money flows in one direction, and watching movies is not a necessity.

I was charged "Extended Viewing Fees" when I wasnt able to return my rental on time. My car didn't start and had to be towed. So there I am calling from home late Sunday morning with an empty garage after missing church and seeing my car towed, and I get an abrupt response from the Blockbuster employee: "You will pay extended fees". There was no interest in determining why a situation existed. I suppose he was in control or something.

That's one aspect of the problem with the "it's in the contract so grow up" attitude as some Blockbuster Video employees have posted here.

Sure, it's "in the contract" to disregard why videos were returned late, and it's business to reap some profit from late fees. But if you are going to play hardball, then customers will stop doing business with you. That's business if a company wants to play it that way. As Blockbuster Video continues to provide bad customer service based on this attitude of "you need to grow" rather than "how can I retain a customer", Blockbuster Video will continue to bleed membership and lose sources from which to suck out money.

Large chains like this can take a while to acquire a bad reputation, but as you can tell from this posting, there is a cumulative effect that will show up in public awareness if not on search hits on Google. I predict Blockbuster Video will be out of business in 3 years due to poor customer service and competition from other media sources.

Does Blockbuster Video suck? Is Blockbuster Video a rip off? Not always. But key events are quite memorable. And it's clear Blockbuster stays in business by charging late fees -- late fees drive the business model and since these are punitive fees, the model indirectly endorses bad customer service.

Bad customer service always leads to loss of business and eventual insolvency. They've lost my business, and I guess I'm not the only one. Not that they care anyway, the company has made their money. But you employees will need to find other work, like at a car rental place.

That's life so grow up.
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#80 Consumer Comment

blockbuster changed the term "late fee" to "extended viewing fee"

AUTHOR: Nick - (U.S.A.)

Due to the Class action lawsuit that was brought against blockbuster only a few years ago due to the usage of "late fee" complaints, Blockbuster has now changed the term "late fee" to "extended viewing fee", this means if you rent a two day rental on monday, due on wednesday, and it is brought back late wednesday, you are actually paying to keep this video until friday, employees do not tell you this because they figure that you do not want to keep the movie anymore.
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#81 Consumer Comment

Charged for a Movie I did not Rent

AUTHOR: Brandon - (U.S.A.)

I would have to say I had a similar experience to Sandra from Indiana. I was charged a late fee for a movie that I NEVER RENTED. On top of that, the move was not even available to be rented on the date they claimed I rented it, they were putting up the display for it the night I went in to get a movie.

I have been charged two late fees in separate instances for movies that *were* returned *very early*.

How is this possible? Isn't this a multi-million dollar company? This is not an isolated incident, this can only be a deliberate attempt to "scam" money out of people who just wont take the time to argue over 4 bucks. I think it is time for a class action suite against this company for these business practices.

I don't even want to discuss the response from the so called "managers".

Corporate needs to wake up, these practices are going to cost them in the long run. I will not rent from Blockbuster in the future.
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#82 Consumer Comment

BBV triple rated section. Thats why I don't go

AUTHOR: Steve - (U.S.A.)

I haven't been in a Blockbuster store in about three months just to see different titles. SOme of the stories are something to read over.

I was reading about a certain employee that stated about the return policy. If it gets remted at 11:59 pm that goes to two days. If you rent at 11:59 pm you should have until 10:00 am that next morning being the next day to return. I don't know exactly what BB policy says. I have one answer to solve the problem.

Put a computerized digital clock at the drop box so every time a video gets thrown in there it states the time automatically. A lot of postings state that they switch to Hollywood video. I got news for you all they're up to the bul crap to.

If its true that the company has a deceiving way just to get their bonuses they should be fired.

The only other thing to do is go to Amazon.com and look for what you want. I'm waiting for two movies: Club Dread and Euro Trip.

Hollywood video calls the customer and harasses them about late fees.

ALso why doesn't BBV have a triple rated section. Thats why I don't go
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#83 UPDATE EX-employee responds

You are all right and you are all wrong

AUTHOR: Heather - (U.S.A.)

To all who have posted in regards to this complaint,

I am an ex-employee of Blockbuster and a renter. I will not explain here the policies of the company as many of the posters here have already done so. I will not defend all of Blockbuster's employees as faultless and will not defend all of the customers as faultless either. What I will say is this; yes there are some horrible employees out there and there are just as many customers out there trying to get something for nothing. For every employee that "scams" a customer, there is an customer that "bucks the system".

For the posters here to generalize that all employees or all customers are this way is absurd. There is absolutely no reason to resort to calling each other names. Yes, I have had to pay late fees, and sometimes it was a mistake, but please remember the golden rule: Treat others the way you wish to be treated. If you believe that there is an error and you have been charged wrongly, please go into the store and conduct yourself with decorum, most of the time this gets more cooperation/compassion from the employees than ranting and raving. You'd be surprised.

Also, on the employee end of things, there will always be people trying to get something for nothing...remember that you are in a customer service position and that you are charged with providing said customer service, so sometimes you need to bite your lip when people get nasty with you.

These customers pay your salary, however meager you feel it is. Also, not all customers are lying when they say they are charged wrongly. Things do happen, the box doesn't ALWAYS get checked when it should, the scanner may be not be working right, there may be a vindictive employee out there who just wants to be a jerk.

The easiest way I resolved these issues when I worked there was to ask an insistent customer what time they did drop off the movies. There are cameras in every store that feed to a vcr. When in doubt, go to the video tape.

Ususally, the time is displayed on the video and you can clearly see whether or not someone has dropped off a movie in that time frame. Not every customer who complains is wrong. Not every employee is stupid. Please remember this.

When I worked there, I was studying for a Marine Biology degree and doing quite well I might add...so clearly I was not stupid...also I was holding down 2 jobs and 18 credits, clearly I was not lazy....I have had many late fees that were my own fault and a few that weren't so I'm not just a stupid, complaining customer either. It is important to remember in this computer, im, faceless age, the small social graces we were taught by our parents as children. Say please when you want something...say thank you when you get it, say sorry when you are wrong, and don't smirk when you are right. And don't assume that because you had a bad experience with one person/place, that they are all like that. Assume makes an a*s out of you and me.
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#84 Consumer Suggestion

Bypass Blockbuster and MOST theatres and buy the movie when it comes out on DVD or Video

AUTHOR: Jerry - (U.S.A.)

Simply buy the DVD or Video at Fry's or Safeway or Albertsons or *insert grocery store name*.

$20.00 - $30.00 for an outright purchase may seen extreme, but with a date at a theatre (tickets, popcorn, drinks, a couple of hotdogs), it's very easy to spend some serious cash.

Bypass Blockbuster and MOST theatres and buy the movie when it comes out on DVD or Video.

If one is renting the movie, it seems obvious that one did not see it at a theatre on it's initial release. That bypasses Lowe and his buddies. Maybe one did see it and they liked it and wish to see it again? Cool. BUY THE DVD or VIDEO.

Screw Blockbuster and Hollywood Video. Don't rent...buy the movie.
If you don't care for it, give it away.

Still cheaper than the troubles of returning a tape or DVD late and facing late charges on the ol' Visa.
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#85 Consumer Comment

Blockbuster Does suck! in more way then one!

AUTHOR: Dirty - (U.S.A.)

You know what blockbuster sucks in more way then one! I had my card stolen and someone checked out every batman movie and never returned them and now they say I am responsible for that!! So I called the store that it happened at and the dumbasses had no record of that ever happening!!! So I called corporate and guess what.........they had no reocrod of it happening!!! So how can something get turned into a collections agency when they have no record of it ever happening! And the funny thing is....the one time I rented a movie from blockbuster they wanted my ID to see if it was really my card???? Nice huh???
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#86 Consumer Comment

Sandra - Shelbyville, Indiana, Managers change like the wind because people like you Sandra.

AUTHOR: Devo - (U.S.A.)

Its true. They can deal with angry customers, they do it all the time, but its the flamboyantly mad that really push the limits of sanity. Trust me, i know. I can deal with some one saying that im a liar even when i know im not, i can even deal with some one calling the store i work for a "scam" when i am aware that it is anything but. I can NOT deal with someone using three E's followed by two Z's followed by 2 additional E's. Jeeze, thats just annoyiong.

P.S. Everyone is out to get you
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#87 Consumer Comment

Stephan, you are right on the money!!

AUTHOR: Matt - (U.S.A.)

Stephan, I am in complete agreement with you on this subject. I too have had to stand behind customers time and time again while they rant and rave about how they did'nt know about the return policy, nobody told them when the movies were due, they brought it back on time and should not be charged etc...What amazes me, is no one ever accepts the responsibility for returning their movies late. I don't rent that often, but I certainly know when and where my rentals need to be returned. I did a little experiment over the last couple of weekends. I rented a movie from Blockbuster, watched it and returned it on time. Guess what. NO LATE FEES!!! I picked up another movie and intentionally returned it late. Guess what? THEY CHARGED ME A LATE FEE! I did the same thing at Hollywood video, and experienced the same results. So my deduction is that if you bring it back on time, they do not charge you. If you bring it back late, they will. Why is this concept so difficult for people to understand??
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#88 UPDATE EX-employee responds

It's about money, people... come on! Support your local business and rent there

AUTHOR: Lyk-mee - (Canada)

I, sadly, worked at Blockbuster at one time and the company is all about money. The Joe Millionaires who own the corporation don't care about meeting your entertainment needs - and they don't care if you threaten to go elsewhere b/c your $6 a week is a drop in the ocean to the millions that are pulled in monthly from globally distributed stores.

Support your local business and rent there. And don't complain to the staff b/c another aspect of BBV is that upper management has never worked at store level and all complaints (from you or us) are ignored... after all, we don't have a Masters in Business so what do we have to contribute?

So don't waste your breath, or your time - just go to a happier place.
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#89 UPDATE EX-employee responds

It's about money, people... come on! Support your local business and rent there

AUTHOR: Lyk-mee - (Canada)

I, sadly, worked at Blockbuster at one time and the company is all about money. The Joe Millionaires who own the corporation don't care about meeting your entertainment needs - and they don't care if you threaten to go elsewhere b/c your $6 a week is a drop in the ocean to the millions that are pulled in monthly from globally distributed stores.

Support your local business and rent there. And don't complain to the staff b/c another aspect of BBV is that upper management has never worked at store level and all complaints (from you or us) are ignored... after all, we don't have a Masters in Business so what do we have to contribute?

So don't waste your breath, or your time - just go to a happier place.
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#90 UPDATE EX-employee responds

It's about money, people... come on! Support your local business and rent there

AUTHOR: Lyk-mee - (Canada)

I, sadly, worked at Blockbuster at one time and the company is all about money. The Joe Millionaires who own the corporation don't care about meeting your entertainment needs - and they don't care if you threaten to go elsewhere b/c your $6 a week is a drop in the ocean to the millions that are pulled in monthly from globally distributed stores.

Support your local business and rent there. And don't complain to the staff b/c another aspect of BBV is that upper management has never worked at store level and all complaints (from you or us) are ignored... after all, we don't have a Masters in Business so what do we have to contribute?

So don't waste your breath, or your time - just go to a happier place.
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#91 Consumer Suggestion

People with complaints are ignoring FACTS

AUTHOR: Stephen - (U.S.A.)

It seems to me that the people posting complaints here are neglecting to even take the time to read all of the posts here. The issues you have brought up have been repeatedly addressed, and yet you continue to repeat the same complaints over and over again. Now that can mean one of two things: either you are simply not bothering to read the posts here, or you just don't care. If it is that you just don't care, then I can't honestly see what makes you think anyone should read and consider your comments fairly. If you are unwilling to listen to reason and acknowledge the responses from owners and employees of the company (ahem-I would think they know a lot more about how the business is run that you) then you are just being a disgruntled, stubborn, pain in the a*s. I don't work for Blockbuster and never have and even I can see how thick some of you people are.

First of all, let me clear something up. Blockbuster did NOT always have a deal with film studios. Prior to this deal, Blockbuster paid exactly what most video stores pay for new releases, OK? New releases absolutely do cost anywhere from $50 to over $100 per copy for video rental stores. That price drops down after a few months and there is a large window because not all videos are going to be the same. For example, they don't pay the same amount for Lord of the Rings as they do for Gigli. It has to do with the box office success of the film and the projected retail market for that film. However, like I said before Blockbuster did not always have a deal with studios and most video rental establishments do not and still pay these high prices for new releases. Blockbuster has a deal with studios because they are one of the leading providers of videos (and DVDs) in the WORLD. They have locations all over the world including over 8,500 locations in the United States, and more in 28 other countries. Their annual revenue is over $5.5 BILLION. They can afford to enter into a revenue sharing contract with studios. However, the studios want money, period. They are lowering prices for video and DVD new releases to encourage people to buy right away and discourage rentals. It is anticipated in the business world that Blockbuster will phase out its rental sharing agreements with studios. This would be just as well because Blockbuster can also afford NOT to enter into these contracts.

Just a side note for the person who brought up Hollywood Video: Hollywood video has a revenue sharing contract with MGM, which Blockbuster refused to sign. They are not immune to making deals with studios either; so don't try to tout them as an innocent business entity. They are out to make the most money just like everyone else. ;)

Second of all, the people complaining about extended viewing fees have no justification for such claims and continue to shirk responsibility and project blame onto Blockbuster and its employees. Let's get some things straight here: the return policy allowed for 12 hours more than your rental period, OK? Is that clear? If you take out a 2-day rental then you have until the THIRD day to return it. It is a statistical fact that there is a Blockbuster store within a ten-minute drive of over 64% of the U.S. population. You had no problem getting to the store to take out the video. If you can't find the time within those 12 extra hours to make the same trip to return the store's property, which you are only borrowing, then either you are just lazy or you just don't care and in either case you deserve to pay the fees.

Furthermore, the policies are in NO way unclear. They are explained explicitly in every piece of paperwork, from the rental agreement you sign, the box the video comes in, and even your receipt received when you take a video out. They are printed everywhere inside the store including on the doors so you can see them clearly when you enter or exit. The employees are trained such that every single time you take out a video they tell you exactly when it is due back. So maybe it is just me, but I am still trying to figure out how stupid you have to be to NOT comprehend the return policies. There is no justification whatsoever for not knowing or understanding the return policies, which are generous, compared to other rental stores.

Thirdly, the drop box issue is another drum you people continue to beat over and over. It is getting tired. I have friends who have worked for Blockbuster and employees and ex-employee in these forums have explained it repeatedly. The drop boxes are emptied at 12:30 p.m. Right off that bat you receive half an hour LONGER to return a video. The rental policy states that videos are due by NOON on the due date. If you put the video in the box after 12:30 p.m., then it is LATE! You don't have to be a rocket scientist to figure that one out and I can't make it any clearer. It is LATE. The employees are under NO obligation whatsoever to go back out and empty the boxes again. Just because that fact means that you can't return your video late and get away with it, does NOT make the employees dumb and it does not mean Blockbuster is unfair. It means you are upset because you have to pay a legitimate charge for returning a rental late. Well, that is too bad but you made the mistake and you should have to pay for it accordingly.

If that weren't enough, the returned rentals are not scanned until, as has been stated again and again, roughly 2 p.m. That gives you an additional two hours to return your rental inside the store. If you are stupid enough to put your return rental in the drop box at 3 p.m. when it was due at noon and expect not to be charged, then that's just too bad. It is LATE. You deserve to be charged and it is within the store's legal rights to charge you for returning the rental late. Grow up and take some responsibility.

I see a lot of angry and stubborn people posting ridiculous claims and accusations here with no justification whatsoever. Blockbuster lost your video and charged you without even looking for it? How the hell do you know? Do you have the store wired with video cameras?

There are a lot of adults (although their behavior is that of aggravated children) posting here who need to grow up a little and learn to take responsibility for their actions. I'm not even an employee of Blockbuster and I am tired of hearing these same tired, baseless, ridiculous complaints. GROW UP!

Sorry for any spelling mistakes. I proofread, but it is always easy to miss a couple.

Cheers.
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#92 Consumer Comment

pages and pages of reports from this site

AUTHOR: Sandra - (U.S.A.)

I forgot to mention in my previous post that I included, with my refusal to pay their ridiculous fees, pages and pages of reports from this site. I was phoned by the "then in-charge manager" (they change like the weather) [and we know what that is like in Indiana]. They said that I would never be able to purchase movies from them again. Oh, darn!!! That hurts !!! What is a girl to do?!?! I guess that I will be forced to patronize the other movie stores in my town that offer movies at a better price and do NOT try to screw me with late fees every time I wake up!!!! Oh PUULLLEEEZZZEE!!!! Do not hurt me like that anymore!!! I honestly do not have any idea how they have survived in our small community as long as they have!!
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#93 Consumer Comment

OHH...PUHLEEEZZEE!!! ..a victim of the ever present late fees scam

AUTHOR: Sandra - (U.S.A.)

I really got a kick out of the "employee" that stated that they have to sign a paper stating that they emptied the box at a certain time..YADA YADA YADA!!! Can you say BULLS$#@T?!?!! HAVE WE NEVER HEARD OF EMPLOYEES LYING TO SAVE THEIR ASSES!?!?!?

I was a victim of the ever present late fees scam run by Blockbuster. They went so far as to trying to charge me late fees for something I didn't even rent!!! They just conveniently slipped it in with the items that I did rent. Oh, by the way, it happened to be a movie that I inquired about but was not available at the time!!! Apparently you can't even talk to them about other movies while you are checking out or YOU ARE GOING TO PAY!!! And don't try to make us believe that you will "lose you job" if you don't sign those ever important forms. The only reason that those "supposed" forms exist (I was never informed that such existed) is to cover the Company's a*s when they charge the outrageous fees!!!

If anyone is interested in filing another (YES ANOTHER) class action suit against BLOCKBUSTER. I would be MORE than happy to join in!!!!!
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#94 UPDATE Employee

Galveston Store Is Ripping You Off

AUTHOR: William - (U.S.A.)

I have been a BBV employee at this store for about 3 years now. I just wanted to comment on the late fee issue. I have read most of the comments left and I got some shocking news for yall. Now some of the comments are true, and some are false. It is true we as employee's have until 1:59 p.m to check in your movies before the computer counts them late. There are 4 or 5 times that movies are to be checked in, 10:00 to 10:30 a.m, 1:00 p.m, 5:00 to 6:00 p.m, and 8:00 p.m. So as you can see there is no 12:00 noon time to check in movies. So if you are busy and don't do the 1:00 o'clock check in 50% of the time you don't have time to check in all the movies before 1:59 p.m. I work at what is called a low volume store and 95% of the day time there is only 1 person, that's right 1 person scheduled until the evening shift. Don't do to good if the movie's are due by 12:00 noon. These are just some of the task that have to be done in the morning. Take out trash, do paper work, listen to voice mail (this takes about 10-15 min.) get store ready for business, and go to bank (this takes about 20-30 min). We can not go into the store until 9:00 a.m and we open at 10:00 a.m, not a whole lot of time. Now I am not going to lie if I am busy and I can't get to the movies oh well. Guess the schedule should be made right. Disrict Manager and Store Manager to worried about losing there bonus. Oops did I just say that. That's right don't go over in hours and that is part of there bonus check, no overtime even when it is busy, that's part of there bonus check. You ask how do I know this I was going to be a Store Manager.
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#95 UPDATE Employee

Conspiracy Theorists of the world unite

AUTHOR: Andy - (U.S.A.)

I have worked in video rentals for the past 4 years, Blockbuster for 1 year, and all customers are the same. You cannot accept that you are fallible and when you screw up, you need someone to blame, so the kid behind the counter is your first target. The most important thing to learn is the video rental business DOES NOT conspire against you. We are just trying to do our jobs and provide you with a service that is capable of being mutually beneficial.

First of all, the two most common charges, late fees and product replacement fees, serve two very important and simple to understand purposes. Late fees are a form of conditioning. You agree to bring back your rented product by a certain date at a certain time. You have an infinite number of opportunities to learn and be aware of what this date and time is. But you always either don't care or are just too ignorant to take a second to find out, so you return the rentals late. We charge you to teach you to bring them back on time. This is a business, and for every day that you keep your movies out late, we are losing money. We have to charge you to get you to return our movie.

When we charge you a replacement fee for a movie that you did not return, that is because we are held personally responsible for our product. When a customer chooses not to return their rental, our superiors treat that as us not doing our jobs. Therefore we have to charge you for the replacement in order to cover our own interests and protect our own jobs. As has already been said, some tapes cost us over $100 each to buy so we can rent them out to you, so when you decide that it isn't important to bring it back, we loose quite a bit of money.

The biggest point that needs said is that we don't see any of the money we have to charge you. We don't sit around and think up ways that we can screw you out of your money. In fact, for the majority of video employees, the pay is really not good. We don't get paid enough money to be there and listen to all of you b***h and moan about why you shouldn't pay for the time that you kept your movie past the due date and time. Do you understand that you are essentially stealing our property when you keep things late? Just like a rental car, you agree to return the product at that certain time and when you fail to fulfill your side of the agreement, you are stealing our property. That puts a whole new spin on it, doesn't it?

Lastly, the best advice I can give you is be nice. We do not enjoy dealing with whining babies that throw temper tantrums as a result of their screw ups. When you treat the employee with the respect we deserve, we are much more willing to work with you to arrive at a resolution that you are more agreeable to. To put it simply, we are your only hope for resolving your financial problems with us. Would you scream and curse at the IRS official knocking at your door? If you treat us with disrespect, we will treat you the same way. It makes no difference to me whether or not you come to my store again. Like I said, I see no part of the profits you bring to the store. If you want to go to Hollywood or West Coast, be my guest. I will thank you for sparing me from the future aggravation. Video employees are not out to get you. We are just trying to do our job. When we become your scapegoats, we lose our desire to make you a satisfied customer and you will not win. Just do what you're supposed to and we'll do what you expect of us. It is not a conspiracy.
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#96 UPDATE EX-employee responds

- the company's foudation is shaking

AUTHOR: Susan - ex store manager - (U.S.A.)

blockbuster use to be a great company to work for and frequent however with the competition of direct tv, pay-per-view, netflix, hollywood video, etc. the company's foudation is shaking. they have tried different ways of improving the business however none has worked yet.

the "upper-management" in your region, regional director of operations run their region as they see fit to increase their bottom line. during meetings they will tell the district managers what they expect with imposible goals that only 5 out of thier 85-100 stores will reach. they explain that with all the competetion our numbers our down and they want to bring back repeat business instructing all managers to give customers what they want with no questions. some of us did so, then our monthly report came out and showed an increase in sales and a major decrease in extended viewing fee collection which ofcourse was reflected in our credits. the "higher-ups" then had a problem with the credits sky rocketing showing ofcourse a "negative" in the bottom line... the stockholders couldn't see this or blockbuster's stocks would plumit. instead of fixing this problem head on the "higher-ups" decided for a quick fix.. they cut the amount of hours store managers were aloud to schedule for it's employees in most stores equaling 100 hours less scheduled per week per store... less employees=more mistakes=upset customers=uptight employees=bad business

if you still want to shop at blockbuster please do not get angry at the employees. there are bad employees out there but if you go to the store manager and talk to them (not scream) even though you are rightfully upset they should be able to help you.. if you get to talk to the DM or RDO they are the ones that make the policies.. feel free to release on them. but beware they lie.

all charges to your credit cards are done after the store is shut down and locked up.. when the computer's hard drive does the "auto charges" and unfortunately the employees have nothing to do with the process (again another invention by the higher ups to cut corners, in house help, and raise there bottom lines).
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#97 UPDATE EX-employee responds

Ex-Employee Never agreed with BBV policies

AUTHOR: Alex - (U.S.A.)

Working at the Foley,AL BBV location for nearly a year, I have heard it all and seen it all. You can honestly tell the people that are real and the ones that to pull a fast one over on ya. The point is that Blockbuster has the noon policy in effect, yet give 2-3 hrs longer to check in movies, and about charging credit cards, they are processed normally at the corporate level, only after it has been sent to "collections", debit cards on the other hand, from what i have been told by corporate offices cannot be charged and therefore we cannot open accounts using them due to this. Anyone that goes to The foley location, beware of the (SM) Ami Arnould, she is rude to most customers, even being out of that place for 8 months, people recognize me from the store and immediately tell me how rude she is, if I were Blockbuster, and charging out the wazoo for late movies, I would at least have the decency to get someone with a better attitude...........
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#98 UPDATE EX-employee responds

Ex-Employee Never agreed with BBV policies

AUTHOR: Alex - (U.S.A.)

Working at the Foley,AL BBV location for nearly a year, I have heard it all and seen it all. You can honestly tell the people that are real and the ones that to pull a fast one over on ya. The point is that Blockbuster has the noon policy in effect, yet give 2-3 hrs longer to check in movies, and about charging credit cards, they are processed normally at the corporate level, only after it has been sent to "collections", debit cards on the other hand, from what i have been told by corporate offices cannot be charged and therefore we cannot open accounts using them due to this. Anyone that goes to The foley location, beware of the (SM) Ami Arnould, she is rude to most customers, even being out of that place for 8 months, people recognize me from the store and immediately tell me how rude she is, if I were Blockbuster, and charging out the wazoo for late movies, I would at least have the decency to get someone with a better attitude...........
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#99 UPDATE EX-employee responds

Ex-Employee Never agreed with BBV policies

AUTHOR: Alex - (U.S.A.)

Working at the Foley,AL BBV location for nearly a year, I have heard it all and seen it all. You can honestly tell the people that are real and the ones that to pull a fast one over on ya. The point is that Blockbuster has the noon policy in effect, yet give 2-3 hrs longer to check in movies, and about charging credit cards, they are processed normally at the corporate level, only after it has been sent to "collections", debit cards on the other hand, from what i have been told by corporate offices cannot be charged and therefore we cannot open accounts using them due to this. Anyone that goes to The foley location, beware of the (SM) Ami Arnould, she is rude to most customers, even being out of that place for 8 months, people recognize me from the store and immediately tell me how rude she is, if I were Blockbuster, and charging out the wazoo for late movies, I would at least have the decency to get someone with a better attitude...........
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#100 UPDATE EX-employee responds

Ex-Employee Never agreed with BBV policies

AUTHOR: Alex - (U.S.A.)

Working at the Foley,AL BBV location for nearly a year, I have heard it all and seen it all. You can honestly tell the people that are real and the ones that to pull a fast one over on ya. The point is that Blockbuster has the noon policy in effect, yet give 2-3 hrs longer to check in movies, and about charging credit cards, they are processed normally at the corporate level, only after it has been sent to "collections", debit cards on the other hand, from what i have been told by corporate offices cannot be charged and therefore we cannot open accounts using them due to this. Anyone that goes to The foley location, beware of the (SM) Ami Arnould, she is rude to most customers, even being out of that place for 8 months, people recognize me from the store and immediately tell me how rude she is, if I were Blockbuster, and charging out the wazoo for late movies, I would at least have the decency to get someone with a better attitude...........
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#101 Consumer Comment

BBV EMPLOYEES ARE THIEVES and LIARS

AUTHOR: NIKI - (U.S.A.)

I had rented three videos from Blockbuster which admittedly, I returned late. I returned the videos, paid the late fees and rented three more videos that same evening.It happened to be about 30 minutes before the store closed and I was the only customer and there was one clerk. About a month later I recived a letter stating I owed late fees for the movies I had already returned and paid late fees for. The clerk must have pocketed my late fee, since I paid in cash right??? When I contacted the store I was told at first that these were late fees, but after some grilling of the clerk on my behalf, she turned the story around to say they were fees for unreturned movies!!! My question to her was, if the movies had NEVER been returned, why was I only being charged $19.90? Wouldnt the fees accrue? She told me no, they stop charging fees for unreturned movies after a point.... What happened to the movies being worth $100 a pop. Blockbuster will tell you anything to get yo off the phone, that is why I switched to Hollywood Video. I know many people who no longer deal with Block-"Booster" because of their incompetant employees... They are lazy and they steal late night late return fees.
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#102 Consumer Comment

NOT the only game in town

AUTHOR: Jerry - (U.S.A.)

$400 is not that far off base...at one time!Considering that the price is for RETAIL, when the release is BRAND NEW. The whole mission of BBV is to rent the movie.

Did BBV pay that for the VHS/DVD you have in your hand? Probably not. BBV obviously gets a break from studios and production houses to carry and promote certain movies, music vids and vid games.

With that out of the way, let's settle it this way.

Find a store or outlet that you're happy with and BUY the movie. If you like it, keep it. If you're not satisfied, give it away. People love freebies. Chalk it up to experience.

OR go to Hollywood Video and rent from there.

Blockbuster Video is NOT the only game in town.
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#103 Consumer Comment

$100 A Movie My a*s!!

AUTHOR: Billy - (U.S.A.)

Lets face it. Anybody from Blockbuster, Hollywood, Movie Gallery, or [fill in the blank of a large video rental store] tries to convince you that they paid $100 or 80 or even as little as $40 for a movie is full of s**t!

As an independent video store owner "I" pay as much as $75 for movie. The big guys do not.

They make "deals" with the studios so that they can "profit share". They pick up these movies for nothing or next to nothing, hence the guaranteed to be in stock program.

The point here is we trust you with our product. But not enough that we don't get your credit card info. Hey, we've been burnt. (monkey presses the button & gets shocked - see above comment)

At $3 to $4 for a movie rental that's cheap entertainment! You keep it longer, it's a bad deal for you and me. You watch it once, I only rented it to one person = less satisfied customers. But guess what, I'm going to get from you what I would have received if it were here and available.

So if you rent the movie, you pay for it. That's it. No shady deals here. We don't bait and switch. Our policy is posted. If you don't get it, then you just don't get it.

If a customer keeps a DVD for 5 days, they could have bought it at Wal-Mart. But the bottom line is - it's one night of cheap entertainment. Keep it longer? That's your fault, I turned on the lights and unlocked the door. You chose to be irresponsible and/or lazy.

Try this. Go and rent a car. Return it late. Tell them you'll "catch them next time". I don't offer credit or revolving accounts. Pay the F*****n bill, you rented it.
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#104 Consumer Comment

BBV loses video, then wants me to pay for it

AUTHOR: Paige - (U.S.A.)

I returned a video, ON TIME EVEN, that BBV tried to charge me for. The only thing they kept saying was, "If they didn't find it, sorry, you will have to pay for it." Well after several hours it was found. It fell between the drop box and the wall. I got lucky that time. But I didn't want to deal with BBV anymore. I no longer trusted them, so I decided to close my account. But guess what ? You can't just close your account. It only closes your account at the store where you opened it. I could go to another BBV and give my name and use it again. SO,,,,I had to report my card as stolen, which it was not, to cancel the whole account out. Now that seems dishonest to me. Oh by the way, the BBV employee is the one who told me to report my card as stolen. And they say they tell the truth,,,,,hmmm
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#105 Consumer Suggestion

Blockbuster ..its time for another class action suit

AUTHOR: Tom - (U.S.A.)

If you rent at least 4-5 video per month, avoid Blockbuster completely and go to www.netflix.com. $20 per month for all you can watch.

BLOCKBUSTER: You say TWO DAY rentals. TWO DAYS would be 10PM Monday to 10PM Wednesday.

THAT'S FALSE ADVERTISING--and its time for another class action suit in my opinion, because Blockbuster is still up to the same old crap.
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#106 Consumer Comment

How long have all the reubuttal posters been employed for Blockbuster?

AUTHOR: Johanna - (U.S.A.)

Apparently not long or they'd remember the class-action lawsuit against Blockbuster and the huge settlement they paid out for their illegally inflated 'extended viewing' fees.
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#107 Consumer Suggestion

Happy Customer

AUTHOR: Jesse - (U.S.A.)

No, the customers are not always right. This saying can mean that customers can say anything and be right. It will also mean that companies will no longer be able to follow through there company policy's and standards but companie should listen to customers excpecially if a large number of customers make the same complaint. Companies that has lousy customer relations policy alls I got to say is remember what happened to K Mart.

However, I have a solution for this whole problem. When you return movies to any video store etc you can either one ask for something in writing such as a receipt of return that will state you did in fact return the movies on time. Two if you have to use the drop off boxes bring at least one witness with you to vouch that you brought the movie to them on time and have them write it down that way they will not forget.

If after all this the video store takes money from you. Go back to the store and demand for a full refund along with any penaltie owed to you and yes they can be responsible for bounced checks late fees etc if they have caused you any type of harm. If they refuse you send a letter to your state attorney general and the FTC (Federal Trades Commission) showing proof of the fact that you returned the videos on time and that they took money from your account without a good reason and refused to return the money back.

If that fails to solve the problem check into your local laws regarding claims for small cliams lawsuit it ranges from state to state. If the funds are within the range file a small claims lawsuit against the store that originally failed to check the vidoes in on time, and usually it is and yes you can file more than one small claims lawsuits, one to cover your penalties and one to cover any bounced checks on there part, and one to cover any monetary damages. (usually it is $2000.00).

Last but least once it is ruled that any of your bounced checks etc is the error of the store send a copy of that to credit reporting agencies etc just in case they reported you this shoud clear up your name.

Good luck in solving your problems, and If I was a Block Buster employee and excepecially an Owner I'd be worried about BBV's future and and mine if it is proven that BBV is at least having piss poor customer relations like I said before remember what happened to K Mart.
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#108 Consumer Suggestion

The customer is right

AUTHOR: Gregg - (U.S.A.)

The customer is always right. Why? Because if you tell the customer they are wrong, they won't come back.

Let's see. I am a college graduate, a former Mensa member, can do math in my head faster than you can with a hand-held calculator, and know how to tell time in all four armed services methods. AND I am over 50 and been around the block a few times.

But a snot-nosed drop out is going to explain how I am wrong and the store policy is really generous and accommodating?

Please return to paragraph number one.
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#109 UPDATE EX-employee responds

i agree with the customers''

AUTHOR: Amanda - (U.S.A.)

i have worked for blockbuster for alomst a year, and at the time i was only 17, i do have to agree they overcharge and do take advantage. But they do also give people a chance, they say before noon, when actually when a video is charge late after 1 pm so when people say that the movie was brought right at noon that we must of check it out of the box a minute after thats their problem, one thing is that drop box is always , continly being checked, anyways i am no longer an employee, but am a customer and i do know the difference, the annoying phone calls, the letters are a harrestment. I use to have to send out those letters and make those phone calls even when the movie was one day late, this company does not trust its cutomers, thats what makes me not want to shop there anymore, if it wasnt for the kids free movie rentals i wouldnt. to make my point i see both piont of views, cuz i know how annoying customers can get , they act like its your fault when their movie was late, also i see the greedy company ripping people off, all i have to say is never open a membership showing them ur credit card or debit stick to proof of address or another video store....
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#110 Consumer Comment

HAPP Y CUSTOMER HERE

AUTHOR: Jesse - (U.S.A.)

I cannot speak for anyone else, but I have delt with BBV for over a decade now and I have not once had any bad experiance with them. Although I did have a roommate in 95 that rented a playstation I think and some games. He never returned them on time. I know for a fact he at least received a card stating that his items were late. He still did not return them. After I think a month or two he received a bill or some type of notice for the items he did not return. Too bad for BBV he had no credit card or if he did it was stolen. He later went to jail and is now in a Indiana state prison. So if you ask me he took BBV, and it is because of ppl like him BBV has to charge late fees etc. b***h to those who like to screw others and maybe things will start to change.
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#111 Consumer Comment

retail price is not bbv cost for tapes or dvd

AUTHOR: Indie - (U.S.A.)

the dumb a*s bbv employee that said when
you rent 4 videos you have over 400 dollars
of their product in your hands and thats
why they charge so much on late fees, well
guess what lloyd retail is not bbv cost for
tapes they pay max 13.00 per unit if that.
bbv is on a rent track with all studios, which
means 95% of their inventory they do not pay
for untill someone rents that movie,( i am sorry
inventory means video tapes dvds) the retail
price bbv charges a customer is not on their cost
but the cost of indie stores example an indie
store pays 85.00 per unit retail after that is
101.00 to 125.00 so do the math if bbv pays
13.00 per unit the retail should be 53 to 65
dollars so dumb a*s do not say that a customer
has 400 dollars worth of bbv product in their
hands when they do not. learn the video bus.
before you open your mouth, lloyd
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#112 UPDATE Employee

A Perfect World

AUTHOR: Paul - (U.S.A.)

Imagine, if you will walking in to Blockbuster video and have an employee at your beckonned call to assist you in finding any and every movie that you want, handing it to you along with a handful of candy and snacks with a big grin on their face and saying "take all of this with our complements, keep the movies as long as you want and return them whenever you want or better yet, just keep them and never return them."

How much would you expect to pay for a service like that? Does anybody actually think that a business like that would stay in business?
More importently, what makes anybody think that they are so divinely important that they should be treated in such a manner? What makes a person think that they should be able to rent a movie and return it whenever they want without paying any additional rental fees? I've never worked in the auto rental business before but I would like to ask someone who has if they have had the same problem with their customer's that Blockbuster does. Although, with automobile renters I suspect that those business' deal with a much more sophisticated and educated clientelle.

I have to admit that the problem does lay with Blockbuster itself. This business of arguing over extended viewing fees is a daily occurance. If I've heard, "Can I talk to a manager?" once in a day, I've heard it a dozen times. "I ain't got these movies." or "I returned these movies on time and you people just tacked those charges on my account." The best one though, is "you people just let those movies sit in that drop box all day long and didn't check them in." In most of those cases though, the customer had 3 or more movies all checked in at exactly the same time 6 hours after they were due. Think about it, your 3 movies sitting in a box of what must be 50 or 100 other movies all getting scanned in at exactly the same time down to the second, and of course there are no other customers coming in and asking every 2 minutes if any of movies are checked back in yet so it must be true that we as employees just leave those movies sitting in the box all day. If Blockbuster had an automatic check in system similar to a banks ATM or some system by which customer's could check their own movies in I think that they would be suprised at how often they are late. I wonder what the excuses or arguements would be then. Who would people have to blame, but themselves.

It is my wish that people in America could sit back and actually view themselves from another persons perspective. We would all see how
arrogant we are and how unrealistic our expectations of others are. The "customer is always right" policy of old has long since been abandoned by most business' because they simply can't afford to subscribe to it any longer. The simple fact of the matter is that we in the information age have lost our sense of common decency. In spending our time in front of the television or computer we have lost our ability to interact with people in a dignified and polite manner or to utilize common courtesy when dealing with others. It is no wonder that so many people from other countries think that Americans are dumb, stupid and rude. The fact of the matter is, we are! Unfortunatly, I don't beleive that this is something that can be changed without a congressional declaration and that's not going to happen because politicians are the worst offenders.

So, the alternative is for Blockbuster to restructure their bussiness in such a way that would eliminate these problems altogether. As a matter of fact, they have been test marketing a solution. It is called the rental pass. You pay one price a month, keep 2 or 3 movies on the pass at all times and switch them out as often as you want or keep those 2 or 3 as long as you want within that 30 day period. You can pay for one 30 day period or set it up to automatically renew by charging your credit card every 30 days (and for the record when you sign your Blockbuster membership form you do give your permission to charge your credit card for unpaid balances more than 14 days old. In addition, the membership applications spcecifically state that a debit check card cannot be used to open a membership).

The rental pass has so far been a success but long term effects may not have been determined such as how how many movies at $101.00 to $300.00 a piece Blockbuster will have to stock to make up for that unknown percentage of people who check out a new release and decide to keep it for 2,3 or more weeks. They are also working on a state of the art global point of sale computer system but that could potentially reach into the billions of dollars. It will, however be designed specifically for the rental retail business.

Until then, however, the old system is what we have. Ask about it, understand it and don't blame others because of your inability to use it to your benefit. Imagine how much you would pay for a single video rental if no one paid extended viewing fees. Those fees help keep first time rental prices affordable for everyone. It is also important to understand that if you have a movie sitting at home overdue and unreturned that other people are not able to rent it. Daily charges would not be enough of an incentive for people to return movies on time thus affording others the opportunity to rent them.

Finally, I have worked at Blockbuster video for 4 years and have had a few problems with some of the employees work ethic but for the most part
I would say that most are conscientious, courteous and caring doing their best to make the store pleasant, organized and friendly. I can't say the same thing about so many of the customer's.
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#113 Consumer Comment

With all the employees sucking up in here, it should be called C**KS**KER VIDEO!!!

AUTHOR: Fraud Hammer X - (U.S.A.)

Attention, Blockbuster drones: THE JIG IS UP! It's amazing that with the frequent teabaggings you get on a daily basis from your corporate masters, you'll use up what's left of your free time to come in here and apologize for them. I'll spell this out for you so you can get it through your thick shill skulls: BLOCKBUSTER'S RETURN POLICIES ARE D-E-C-E-P-T-I-V-E AND A R-I-P-O-F-F!

Further more, the DVD selection in your stores is abominable ("May I interest you in one of our 6000 copies of 'I Spy', sir?") and to call your servants surly misanthropes would be a disservice to all the misanthropes in the world. Here's a wake-up Hammer call to your heads POWWW! so you notice Hollywood Video soon overtaking you.
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#114 Consumer Comment

Do not like the bombment of complants.

AUTHOR: Ronald - (U.S.A.)

I have to say, That I do not like BBV return polices. That the customer when renting the movie states that they will retrun the movie on time and that they argee with the trems. But on the other hand most of the comments from the employee's on this . I as a manager would fire you for calling your customer's names. Right, Wrong or indriffent without customers you would not have a job. No you do not need to take abruse from anyone, but like the old saying goes. 2 wrongs do not make a right. I know that 1000's of ? and grips about the same thing wears on you after awhile. But folks this is your job. Do not like the bombment of complants. Change jobs. Customers do not like the BBV policy change stores. That what makes this country great we can change and go to any other store or job we like. So folks, whats the whole point of this ? You don't like BBV go to another store. You don't like hearing neg comments about your job, go and work some place where you do not have to deal with customers. That is the bottom line. as long as there is customers there will all ways be customer complant. You will never please every one, just do it with a smile.
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#115 Consumer Comment

Do not like the bombment of complants.

AUTHOR: Ronald - (U.S.A.)

I have to say, That I do not like BBV return polices. That the customer when renting the movie states that they will retrun the movie on time and that they argee with the trems. But on the other hand most of the comments from the employee's on this . I as a manager would fire you for calling your customer's names. Right, Wrong or indriffent without customers you would not have a job. No you do not need to take abruse from anyone, but like the old saying goes. 2 wrongs do not make a right. I know that 1000's of ? and grips about the same thing wears on you after awhile. But folks this is your job. Do not like the bombment of complants. Change jobs. Customers do not like the BBV policy change stores. That what makes this country great we can change and go to any other store or job we like. So folks, whats the whole point of this ? You don't like BBV go to another store. You don't like hearing neg comments about your job, go and work some place where you do not have to deal with customers. That is the bottom line. as long as there is customers there will all ways be customer complant. You will never please every one, just do it with a smile.
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#116 Consumer Comment

Do not like the bombment of complants.

AUTHOR: Ronald - (U.S.A.)

I have to say, That I do not like BBV return polices. That the customer when renting the movie states that they will retrun the movie on time and that they argee with the trems. But on the other hand most of the comments from the employee's on this . I as a manager would fire you for calling your customer's names. Right, Wrong or indriffent without customers you would not have a job. No you do not need to take abruse from anyone, but like the old saying goes. 2 wrongs do not make a right. I know that 1000's of ? and grips about the same thing wears on you after awhile. But folks this is your job. Do not like the bombment of complants. Change jobs. Customers do not like the BBV policy change stores. That what makes this country great we can change and go to any other store or job we like. So folks, whats the whole point of this ? You don't like BBV go to another store. You don't like hearing neg comments about your job, go and work some place where you do not have to deal with customers. That is the bottom line. as long as there is customers there will all ways be customer complant. You will never please every one, just do it with a smile.
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#117 Consumer Comment

Do not like the bombment of complants.

AUTHOR: Ronald - (U.S.A.)

I have to say, That I do not like BBV return polices. That the customer when renting the movie states that they will retrun the movie on time and that they argee with the trems. But on the other hand most of the comments from the employee's on this . I as a manager would fire you for calling your customer's names. Right, Wrong or indriffent without customers you would not have a job. No you do not need to take abruse from anyone, but like the old saying goes. 2 wrongs do not make a right. I know that 1000's of ? and grips about the same thing wears on you after awhile. But folks this is your job. Do not like the bombment of complants. Change jobs. Customers do not like the BBV policy change stores. That what makes this country great we can change and go to any other store or job we like. So folks, whats the whole point of this ? You don't like BBV go to another store. You don't like hearing neg comments about your job, go and work some place where you do not have to deal with customers. That is the bottom line. as long as there is customers there will all ways be customer complant. You will never please every one, just do it with a smile.
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#118 UPDATE EX-employee responds

Let's count!

AUTHOR: Heather - ()

OK, I am going to make this as easy for you customers that have a hard time understanding the return policy. Lets say you checked out a 2-day rental on oh, lets say Saturday. It has to be back on the 3rd day by NOON.

OK, now, stay with me, this is the real tricky part. Saturday counts as the first day. Sunday counts as the second day.

Monday BY NOON is the third day. It doesnt matter if you checked it out at 10:00 a.m. or 11:59 p.m., that still counts as the first day! It is not on a 24-hour period of time for all you whiners that complain well I didnt have it for exactly 2 days! The representative will tell you when your rentals are due back before you leave the store.

It is also on a sign on the door as you exit. If you can remember the day you checked out a movie, there is a little chart on the back of each rental that will easily help you remember when to return it.

The due date is also printed on the receipt next to each title. And if all else fails, call the store and ask them to pull up your account to see what you have checked out and when theyre due. I swear its like pulling teeth with some of you idiots!
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#119 UPDATE EX-employee responds

How to rip off blockbuster

AUTHOR: ZeroHero - ()

Ripping off Blockbuster, a document by Zero-Hero, 2002.

Reasons.. reasons.. we all have our own reasons..

STEALING DVDS:
DVDs are the hardest to steal, they are locked up tight, there are a bunch of different types of

locks.

Fat Locks: You can't pry these off, they're big and black and fat.

Black/White Locks:
___________________________________
| |--|
| |--|
|___________________________________|
These are long and black, they have a white 'hook' on the end, they can't be pried off, but you can
cut through the box to get to the dvd.
__
Yellow Locks: | |
________________________| |
|
------------------------|__|
Plastic, yellow, boring, easy! These are on all of the newest DVDs, cut off the head with a sharp

pair of scisors, pry out the hollow shaft, open the box, take the dvd, leave.

LOCKS:
Some dvds actually have locks, like masterlocks, we don't have these at the store near me, so I don't

know about them.

BBV COMPUTER SYSTEMS:
Anyone here a VAX/VMS fan? No? Didnt think so..
BBV uses a modified version of Open-VMS. Each store has a customer database, and can only access that

store's customers. If you need to go to a blockbuster out of your district, make sure you know your

usernumber, or your rewards number. They can get it through the network in the HQ if you have that.
Anyhow, the normal cash register program (point of sales/POS system), the customer records editor

(password protected), and many other things, are a subprogram in the OS. Only when the Daemon on the

server in the backroom is off, can the OS be accessed. To start the subprogram shell, you type BBV,

it has a username and password, the username is always BBV, the password might be the store number.

I think of the shell as a BBS of sorts, you run it, connect to it, send commands, it sends data back.

It's simple. The HDs on the servers are small, 255MB was the last one installed.


MOVIE DATABASE ID NUMBERS:
This will help you decode the numbers, the barcode translates.
33-#####-622142-### (ignore the dashes, they help seperate the parts)

33: indicates it's a movie
#####: the store number, this is usefull information.
622142: these number vary, they're what movie you're holding, in this case, replacement killers
###: this is the number of the copy of movie you're holding, ie: 001 would be the first copy.

3309747622142001 - the movie at the store 09747 replacement killers, copy number one.

IMPERSONATION, IDENTITY THEFT:
Sadly this is the easiest part. Hang around the store for a while, people lose their cards, it's

pathetic, half of the customers will say "I lost my card, can I tell you my name?" You'll be leaning

nearby, writing down tons of names, save them, then come back a day later, different clothes, hair

differently, and use them to rent videos. If you look young, do not try this, if they remember your

previous name - leave, fast.

PHONE NUMBERS:
If you like to play pranks, customers will often times give phone numbers before they know it's their

name the employees want, write down phone numbers!

Also, if you can get behind the desk, you'll find lots of unclaimed, lost, cards! Use them at will.

:)


BACK ROOMS:
The back room is a treasure chest of goodies, BUT, there is a camera in the back, back room, in the

manager's office. It's above the door, so you don't see it at first glance. If your back room is like

ours, then you'll be finding all sorts of free things, such as candy, unreleased movies, and

thousands of empty cover boxes.

ADVERTISEMENTS:
The tvs above that show the BBV ads are monthly tapes that are sent to bbv, they're playing on a

hidden vcr behind the desk. Someone would hate it if you snuck in and put in a copy of say.. debby

does dalas, ne?

EMPLOYEES:
Please don't attack, verbally or otherwise, the employees, often they're good people who are just

trying to do their jobs, and have to deal with the same 'extended viewing fee' excuse 40 times a

night.

MOVIE ALARM-STRIPS:
The things that set off the alarms on VHS tapes arent the boxes. On the bottom of the tapes is a

white sticker saying "please remember to rewind!", it's secretly a metal strip in the back, it sets

off the alarm. Of course, so does your cellphone ;).
BBV employees are so used to the thing going off that they'll just ignore it.
Also, on the dvds, it's a little sticker over the face of the dvd, it'll set off the alarm.

LOSE YOUR PERSONALITY:
Each customer is defined by a usernumber, this is sometimes on your card, if not, or you don't have a

card, ask a CSR for your number.

syntax: 2-06789-0759
2: defines it a usernumber
06789: a store number (made up, like the one above)
0759: the customer number

2068476705 - you are no longer a person. simply numbers.
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#120 UPDATE Employee

learn accountability, people

AUTHOR: Monkey - ()

It's like this - I completely agree that BBV EV (or late) fees are ridiculous, but if you're not happy with them you've got two options 1) bring the movie back on time 2) rent somewhere else.
Not the most pressing dilema of our time, believe me. Just please don't take you're frustrations out on us - we're making minimum wage so your money's obviously lining someone else's pockets.
thanks
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#121 UPDATE Employee

I understand your concerns, BUT....

AUTHOR: Blockbuster - ()

I manage a Blockbuster store in the Chicago area. Now I'm not entirely for the company for other reasons, but I do stand behind the extended viewing policy. Every week, we have more customers who claim they never knew about the noon return policy. This policy has been in effect since February, 2000. It is posted on the movie itself, on our coming attractions board, on the reciept, on the door as they walk out, and we tell them before they leave. We post this information everywhere, in case the customers don't hear us tell them. They actually leave the store with the information they need in thier hands, and yet they still claim not to know. It is even stated on the membership application that they understand the noon return policy. So why no one seems to know about it is beyond me. And, as far as employees not checking in tapes, this claim is absurd. We hate people coming in and taking up our time complaining about how this always happens to them. So, we try our hardest to check in our drop boxes until 2pm to keep those complaints to a minimum. We don't purposely leave them unchecked just to piss you off, because it pisses us off when you come in and yell about it. If you honestly don't trust the way employees check them in, then return them in person when the store is open. Most stores are open 14 hours a day, I'm sure you can find a few minutes to hand them to us personally. The drop box is actually intended for overnight returns, when the store is closed. I usually give my customers one "get out of jail free" card and credit fees just once when they claim we don't check them in. After that, I tell them if they expect a credit in the future, they need to provide us with a reciept proving they returned them on time. They get this reciept when they check out their rentals, then when they return them, we intial that reciept as proof they brought them back. I think this extra effort is worth not having to pay extra fees they don't think they deserve. And yes, too many times people don't read the membership agreement about how these fees are charged to their credit cards after they go unpaid. We just follow our scheduled account maintenance procedures. We don't single out customers and charge their cards unknowingly. And, if the statements that are sent out don't reach you, that's not our fault. We know they were sent. If you threw them out as junkmail or moved without updating your info, that's not our problem either. So in the future, I suggest that as consumers, you read what you are signing and be sure you understand before accepting those terms. And remember this...Everytime we have a customer standing in front of us saying they are through with Blockbuster and they are going to rent from Hollywood or Family video, there's someone in front of a Hollywood or Famliy video employee saying they are going to rent from Blockbuster.
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#122 UPDATE Employee

GROW UP AND LEARN RESPONSIBLITY

AUTHOR: VLAD - ()

I'm currently a Blockbuster employee and every day I have to deal with the same bull all other employees have to, because customers are so inmature that they always blame their mistakes on us. Some customers out there complain about Blockbusters policies, calling us dunb,idiots ect. when they don't realize they are the ones that screw up when they come up to the counter talkin on their cell phones or doing some other stupid s**t, and don't listen to the due date or Blockbuster's rules and regulations, and since they're so caught up in their little worlds of stupidity comeback to us complaining and sometimes threatning us, not taking responsibilty for their actions.

We try to provide good customer service and when we make mistakes we fix them, but some customers come out there yelling and ready to punch us, because they want us to do exacly what they want and we don't they complain to corporate about bad customer service and write comments like the ones we've seen on this web page so next time you want to complain about bad customer service rember that we only treat you the way you treat us.

For all of the "ex-customers" out there blaming your stupidity on us and telling other people not to rent at Blockbuster Know this, for every customer we lose we gain at least 5 customers that come to Blockbuster because they are not satistfied with other video companies and on numerous occassions congratulate us for the great job we're doing. So if Blockbuster is still in bussiness it's because we are doing something right. So don't try to maake yourselves look like victims, if anything we're the victims when you try to rip us off with your childish complaints because your so cheap that you don't want to admit your faults to avoid paying $4.23.
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#123 UPDATE Employee

Blockbuster does not charge LATE FEES!!!!!!!!

AUTHOR: Mike - ()

Every comment I have read so far has listed late fees as a point of concern and complaint. Blockbuster video no longer charges late fees. They are called Extended Viewing Fees. Now listen before you tell me they are the same thing, they are not.

A late fee implies you are being charged simply for being late, a penalty if you will. Which would still be fair because you knew when you left the store that you would be charged a fee if you returned your rental late. It's not like you get an unexpected random fee for no reason.

When you put a monkey in a room with a button that gives him an electric shock when he pushes it he stops pushing it after one or two times. Yet when you charge a late fee to a human for returning they're videos late, they don't learn to return they're videos on time.

In the past when Blockbuster charged "Late Fees" they charged a high amont because they wanted they're movies back on time. If they only charged a small amount no one would bother to return they're rentals on time. And that's what the video rental industry is based on, time.

Extended viewing fees are a charge for the extra time you've kept the rental. When you check out a rental you agree to have it back by a certain time for a certain price. When you don't bring it back by that time you've broken that agreement, and are charged for an extra rental period when you return the rental. Why are you charged for an entire extra rental period and not just the five or six hours you had the rental? Blockbuster doesn't charge by the hour, they charge by rental period. The same concept applies when you stay at a hotel. You pay for the room for a certain amount of time. If you stay in the room an extra four hours, four hours you haven't paid for, you will be charged for an entire day not those four hours you were in the room.

What I am saying is that Blockbuster isn't trying to get your money by charging you for you breaking an agreement and you returning your rental late. I understand accidents and missunderstandings happen, but d**n people how inept can you be. Grow up!
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#124 UPDATE Employee

We work our butts off for you people

AUTHOR: vanessa - ()

and thats the part that suck si bad... is i know for a fact especially me personally we work very had to give great customer service, but that does not me we should let out selves get walked on...and i know we do NOT had out credits like candy we've posted out district mangers number and name so if you want to call her be free.. she will say the same thing we do... WE are the one who put or jobs in jepordy if we give let everyone who "says" the turned there movie in on time get away with out paying... the store loses money if you turn your movie in late since then we cant re rent it out ... and as for the 2 day rental remark... we buy most new relases in bulk and temporaily put them out for only 2 days so everyone can watch them and so we can gurentee them in stock.... and as for the late fees you at like you guys need to make sure youbring them back on time its not our fault but yet you yell at us we cant change the rules just follow them.
Us employees get charged late fees to... we've had to pay them too .. I have personally had to pay the same d**n late fees but at least im mature enought to fork out the miesly 4 or 8 bucks because it was MY resposibaliy ONLY to make sure the movies get back on time...
so everyone NEEDS to get over it ok!
nothing is free so act like ADULTS... not car sales men trying to talk us into something we CANT help!
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#125 0

As a current blockbuster employee i would like to say that all these comments are all too familiar.

AUTHOR: - ()

They filed the following rebuttal to the above Rip-Off Report:

Their email: melfas@msn.com
Their name: Blockbuster Employee

Their relationship to the company: Supporter

Rebuttal:
As a current blockbuster employee i would like to say that all these comments are all too familiar. But most of them are due to the failure of the member's part upon reading the membership application in the first place. It describes clearly the credit card charge off policy as to which I can say from all the other comments on this rebuttal list that these people did not thoroughly read their membership application. Our company
does indeed send many notices in the mail and is not responsible for those many people who've moved and have not called in their current address.

As for movies who are late we do wait a period of 30 days before we charge it off on the credit card in which those plural notices have been sent to you in the mail. For those people who claim blockbuster loses their movies yes it has happened its only a human error. Happens to everyone to lose something but for someone who claims to return a movie then calls us a few days later and tells us that they did return the movie and why are they getting notices in the mail, for your information we do a routine check everyday for movies who've been mistakenly put on the shelf by accident without being checked in. If we can't find your movie in the store whatshould that mean?? YOu have to understand that we have to stick up for our store and its our job not to let everyone get away with everything.

Either the movie was not returned or not returned to the right store or was returned with the wrong movie inside or empty, in which we call promptly if this is the case. And a last note to all those people who take pleasure in cussing us the employees out for store policies and such. We just work
there we don't make the policies. If you have a problem don't be shy to ask for the district manager or someone higher up in the corporate ladder. It's not our fault!!! And for the last last thing if renting from blockbuster has been a nightmare for you its not bad customer service its just clueless customers who don't take the time to inform themselves before blaming everyone else, instead of realizing its themself.
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#126 0

I have worked for BBV for years, at multiple stores.

AUTHOR: - ()

They filed the following rebuttal to the above Rip-Off Report:



Their email: jess@usa.com

Their name: Current Employee



Their relationship to the company: Supporter



Rebuttal:

I have worked for BBV for years, at multiple stores. One thing that I don't believe has been mentioned, yet, is that we actually have to sign a paper stating the date and time we emptied the drop boxes, to make sure we always do so at necessary times. If multiple guests complain about having

late fees for movies dropped off in the same time period, it stands to reason that the employee responsible for emptying the box did not do so. That employee will hear about it, especially if they falsely signed the paper. No one feels like getting fired over something so silly, so trust me, we empty the box.



Some guests have figured out that they actually have until 2pm to get their movies checked into the store computers, and they try to take advantage of that. However, if the afternoon employees know they already emptied the drop boxes at 12:30pm, and they have other things to do, they are not necessarily going to empty them again before 2pm, because all

movies were officially late at noon.



By the way, don't put your movies on the counter, leave, and expect them to get checked in. That's what drop boxes are for. There are two inside the doors and one outside, for your convenience. If you place movies on the counter, we have no reason at all to think they need to be checked in.

Most likely they will be put back on the shelf, without getting checked into the system. This is why the FOS list (as previously explained) exists, so we can pick up after guests who incorrectly return movies.



However, you may as well not ask for trouble. Just drop them in the return slots, please.
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#127 0

I was a Blockbuster employee of 3 years.

AUTHOR: - ()

They filed the following rebuttal to the above Rip-Off Report:



Their email: ericaj@mailcity.com

Their name: Erica



Their relationship to the company: Advocate



Rebuttal:

I was a Blockbuster employee of 3 years. All I have to say is I wish that everyone that thinks we dont check in our movies on time could of followed me around just one time while I opened the store. We give you so many chances to return your tape on time that you probaly dont even know about, for example did you know that know that since the policy has changed to

noon we actually dont start charging late fees until 2 so we can make sure that all the rentals are checked in on time and that every morning we did something called the FOS list (every movie 3 to 10 days late is looked for on the shelf. Of course there is going to be a bad apple every so often, and every store will have a mistake on their part. Ive actually been to crappy rental places myself but I know that the majority of Blockbuster

employees do thier job. I mean really think about it do you think we like arguing with you people, no of course not thats one of the reasons I quit. We do not AUTOMATICALLY charge your card it has to be at least 30 days deliquent. And for us DUMB (learn how to spell before you call someone DUMB) employees we do REALIZE how important it is to check in tapes on time and to do our job. As an EX employee I still rent there and know that

if I have late fees it was my own fault.
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#128 0

BBV bullshit late scanning and fee adding

AUTHOR: - ()

They filed the following rebuttal to the above Rip-Off Report:



Their email: Trashlink@usa.net

Their name: Trashlink



Their relationship to the company: Consumer Suggestion



Rebuttal:

I have written before about BBV bullshit late scanning and fee adding, I do not think there is anything wrong with them adding a late fee IF your video/dvd is REALY late, I just think its bullshit that they tag on late fees to tapes/dvd that were returned on time but obviously scanned late by their dum lazy employees, who are too dum to realise they are doing this.

GUESS WHAT IDIOTS! When a tape is droped in the box even 1 minute before deadline if it is not scanned straight away the computer has its own internal clock and will only register the time you scan it, the computer does not know the time it was dropped through the box!



THUS IDIOTS you are banging out late fees on a constant basis! Nice Racket


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#129 0

Look BBV, you've gotten yourself in a fix.

AUTHOR: - ()

They filed the following to the above Rip-Off Report:



Their email: blah@blah.com



Their relationship to the company: Consumer Suggestion



Rebuttal:

Look BBV, you've gotten yourself in a fix. You are obviously doing something wrong for this issue to have been settled in court by viscously irate consumers. I'll try it in caps. YOU CHARGE TOO MUCH ON YOUR LATE FEES. You're going to lose business permanantly by doing this, you must understand that. Try using Hastings' late fee policy or Hollywood Video for that matter. It's time to grow up and tend to bidness.



Lick me

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#130 0

Look BBV, you've gotten yourself in a fix.

AUTHOR: - ()

They filed the following to the above Rip-Off Report:



Their email: blah@blah.com



Their relationship to the company: Consumer Suggestion



Rebuttal:

Look BBV, you've gotten yourself in a fix. You are obviously doing something wrong for this issue to have been settled in court by viscously irate consumers. I'll try it in caps. YOU CHARGE TOO MUCH ON YOUR LATE FEES. You're going to lose business permanantly by doing this, you must understand that. Try using Hastings' late fee policy or Hollywood Video for that matter. It's time to grow up and tend to bidness.



Lick me

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#131 0

Look BBV, you've gotten yourself in a fix.

AUTHOR: - ()

They filed the following to the above Rip-Off Report:



Their email: blah@blah.com



Their relationship to the company: Consumer Suggestion



Rebuttal:

Look BBV, you've gotten yourself in a fix. You are obviously doing something wrong for this issue to have been settled in court by viscously irate consumers. I'll try it in caps. YOU CHARGE TOO MUCH ON YOUR LATE FEES. You're going to lose business permanantly by doing this, you must understand that. Try using Hastings' late fee policy or Hollywood Video for that matter. It's time to grow up and tend to bidness.



Lick me

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#132 0

Look BBV, you've gotten yourself in a fix.

AUTHOR: - ()

They filed the following to the above Rip-Off Report:



Their email: blah@blah.com



Their relationship to the company: Consumer Suggestion



Rebuttal:

Look BBV, you've gotten yourself in a fix. You are obviously doing something wrong for this issue to have been settled in court by viscously irate consumers. I'll try it in caps. YOU CHARGE TOO MUCH ON YOUR LATE FEES. You're going to lose business permanantly by doing this, you must understand that. Try using Hastings' late fee policy or Hollywood Video for that matter. It's time to grow up and tend to bidness.



Lick me

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#133 0

I work at a BBV and people are always whining

AUTHOR: - ()

This email is a rebuttal to RipOff #4107.

It was sent by eL sTeVo at fireplug@worldnet.att.net.



Blockbuster Video Outrageously bad customer service *REBUTTAL .. Warning!(#4107)



They filed the following rebuttal to the above Rip-Off Report:



Their email: fireplug@worldnet.att.net

Their name: eL sTeVo



Their relationship to the company: Owner



Rebuttal:

80% of All Customers are just plain Stupid!!!!!!



I work at a BBV and people are always whining about there late fees and how the "hate" the noon return policy. I just dont understand these people. The old policy, which was abolished over a year and a half ago was midnight the next night or Ex: 5-day rental, rented on Monday due on

Friday by midnight. Blockbuster felt that Midnight was too late for our wonderful customers to come out to just return the movie so BBV tachs 12 hours on to the old policy, thus making a new one!



Blockbuster has given you people 12 extra hours to get that movie, game or DVD back!!! What else do you want!!?!?!?!?!?!? If someone can return a movie on time when it was due at midnight but cant get it back by noon the following day, then they deserve a late fee.



And you want to know something else?????? ALL CUSTOMERS COMPLAINTS ARE HANDLED ON A STORE LEVEL!!! THUS IF SOMEONE SENDS THE CORP. A NASTY LETTER TELLING ABOUT HOW TERRIBLE THE RETURN POLICY IS, MOST LIKELY IT WILL BE PLACED IN AN OCEAN OF PAPERS NEVER TO BE SEEN AGAIN!!!!!



And about the late fee policys, BBV has to pay big bucks for movies that are not released for sale. For ex: O Brother Where Art thou? (VHS) retails for $101.00. Yes thats right 101 dollars!!!!! Thus explaining why late fees are so much. If you rent 4 VHS videos most likely you have about 400 dollars sitting in your hands!



And as for the credit card charges read the fine print!!! if a late fee of 10 plus dollars is not paid with in a certain period of time BBV has the right to take it out on you credit card!!!!



So there!!!!!



eL sTeVo
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#134 0

I work at a BBV and people are always whining

AUTHOR: - ()

This email is a rebuttal to RipOff #4107.

It was sent by eL sTeVo at fireplug@worldnet.att.net.



Blockbuster Video Outrageously bad customer service *REBUTTAL .. Warning!(#4107)



They filed the following rebuttal to the above Rip-Off Report:



Their email: fireplug@worldnet.att.net

Their name: eL sTeVo



Their relationship to the company: Owner



Rebuttal:

80% of All Customers are just plain Stupid!!!!!!



I work at a BBV and people are always whining about there late fees and how the "hate" the noon return policy. I just dont understand these people. The old policy, which was abolished over a year and a half ago was midnight the next night or Ex: 5-day rental, rented on Monday due on

Friday by midnight. Blockbuster felt that Midnight was too late for our wonderful customers to come out to just return the movie so BBV tachs 12 hours on to the old policy, thus making a new one!



Blockbuster has given you people 12 extra hours to get that movie, game or DVD back!!! What else do you want!!?!?!?!?!?!? If someone can return a movie on time when it was due at midnight but cant get it back by noon the following day, then they deserve a late fee.



And you want to know something else?????? ALL CUSTOMERS COMPLAINTS ARE HANDLED ON A STORE LEVEL!!! THUS IF SOMEONE SENDS THE CORP. A NASTY LETTER TELLING ABOUT HOW TERRIBLE THE RETURN POLICY IS, MOST LIKELY IT WILL BE PLACED IN AN OCEAN OF PAPERS NEVER TO BE SEEN AGAIN!!!!!



And about the late fee policys, BBV has to pay big bucks for movies that are not released for sale. For ex: O Brother Where Art thou? (VHS) retails for $101.00. Yes thats right 101 dollars!!!!! Thus explaining why late fees are so much. If you rent 4 VHS videos most likely you have about 400 dollars sitting in your hands!



And as for the credit card charges read the fine print!!! if a late fee of 10 plus dollars is not paid with in a certain period of time BBV has the right to take it out on you credit card!!!!



So there!!!!!



eL sTeVo
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#135 0

I work at a BBV and people are always whining

AUTHOR: - ()

This email is a rebuttal to RipOff #4107.

It was sent by eL sTeVo at fireplug@worldnet.att.net.



Blockbuster Video Outrageously bad customer service *REBUTTAL .. Warning!(#4107)



They filed the following rebuttal to the above Rip-Off Report:



Their email: fireplug@worldnet.att.net

Their name: eL sTeVo



Their relationship to the company: Owner



Rebuttal:

80% of All Customers are just plain Stupid!!!!!!



I work at a BBV and people are always whining about there late fees and how the "hate" the noon return policy. I just dont understand these people. The old policy, which was abolished over a year and a half ago was midnight the next night or Ex: 5-day rental, rented on Monday due on

Friday by midnight. Blockbuster felt that Midnight was too late for our wonderful customers to come out to just return the movie so BBV tachs 12 hours on to the old policy, thus making a new one!



Blockbuster has given you people 12 extra hours to get that movie, game or DVD back!!! What else do you want!!?!?!?!?!?!? If someone can return a movie on time when it was due at midnight but cant get it back by noon the following day, then they deserve a late fee.



And you want to know something else?????? ALL CUSTOMERS COMPLAINTS ARE HANDLED ON A STORE LEVEL!!! THUS IF SOMEONE SENDS THE CORP. A NASTY LETTER TELLING ABOUT HOW TERRIBLE THE RETURN POLICY IS, MOST LIKELY IT WILL BE PLACED IN AN OCEAN OF PAPERS NEVER TO BE SEEN AGAIN!!!!!



And about the late fee policys, BBV has to pay big bucks for movies that are not released for sale. For ex: O Brother Where Art thou? (VHS) retails for $101.00. Yes thats right 101 dollars!!!!! Thus explaining why late fees are so much. If you rent 4 VHS videos most likely you have about 400 dollars sitting in your hands!



And as for the credit card charges read the fine print!!! if a late fee of 10 plus dollars is not paid with in a certain period of time BBV has the right to take it out on you credit card!!!!



So there!!!!!



eL sTeVo
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#136 0

I work at a BBV and people are always whining

AUTHOR: - ()

This email is a rebuttal to RipOff #4107.

It was sent by eL sTeVo at fireplug@worldnet.att.net.



Blockbuster Video Outrageously bad customer service *REBUTTAL .. Warning!(#4107)



They filed the following rebuttal to the above Rip-Off Report:



Their email: fireplug@worldnet.att.net

Their name: eL sTeVo



Their relationship to the company: Owner



Rebuttal:

80% of All Customers are just plain Stupid!!!!!!



I work at a BBV and people are always whining about there late fees and how the "hate" the noon return policy. I just dont understand these people. The old policy, which was abolished over a year and a half ago was midnight the next night or Ex: 5-day rental, rented on Monday due on

Friday by midnight. Blockbuster felt that Midnight was too late for our wonderful customers to come out to just return the movie so BBV tachs 12 hours on to the old policy, thus making a new one!



Blockbuster has given you people 12 extra hours to get that movie, game or DVD back!!! What else do you want!!?!?!?!?!?!? If someone can return a movie on time when it was due at midnight but cant get it back by noon the following day, then they deserve a late fee.



And you want to know something else?????? ALL CUSTOMERS COMPLAINTS ARE HANDLED ON A STORE LEVEL!!! THUS IF SOMEONE SENDS THE CORP. A NASTY LETTER TELLING ABOUT HOW TERRIBLE THE RETURN POLICY IS, MOST LIKELY IT WILL BE PLACED IN AN OCEAN OF PAPERS NEVER TO BE SEEN AGAIN!!!!!



And about the late fee policys, BBV has to pay big bucks for movies that are not released for sale. For ex: O Brother Where Art thou? (VHS) retails for $101.00. Yes thats right 101 dollars!!!!! Thus explaining why late fees are so much. If you rent 4 VHS videos most likely you have about 400 dollars sitting in your hands!



And as for the credit card charges read the fine print!!! if a late fee of 10 plus dollars is not paid with in a certain period of time BBV has the right to take it out on you credit card!!!!



So there!!!!!



eL sTeVo
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#137 0

WARNING! ...UNAUTHORIZED CHARGES TO MY CARD

AUTHOR: - ()

This email is a rebuttal to RipOff #4107.

It was sent by diane english at dede2275@yahoo.com.



Blockbuster Video Outrageously bad customer service *REBUTTAL (#4107)



They filed the following rebuttal to the above Rip-Off Report:



Their email: dede2275@yahoo.com

Their name: diane english

Their relationship to the company: Consumer Suggestion



Rebuttal:

THIS IS NOT A REBUTTAL. THIS MESSAGE IS TO ALL THOSE ANNOYING BLOCKBUSTER EMPLOYEES POSTING ON HERE. GO TO HELL, OKAY? EVERYBODY IN AMERICA HAS HAD PROBLEMS WITH BLOCKBUSTER AND THEIR SHADY BUSINESS PRACTICES. I, FOR ONE, AFTER SEVERAL UNAUTHORIZED CHARGES TO MY CARD, HAVE COMPLETELY STOPPED USING BLOCKBUSTER AND I URGE EVERYONE ELSE TO DO SO TOO.
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#138 0

..you sign a statement which clearly authorizes us to do so

AUTHOR: - ()

This email is a rebuttal to RipOff #4107.

It was sent by @Rebuttal_Name@ at Luv2ski824@aol.com.



Blockbuster Video Outrageously bad customer service (#4107)



They filed the following rebuttal to the above Rip-Off Report:



Their email: Luv2ski824@aol.com



Their relationship to the company: Supporter



Rebuttal:

Actually you sign a statement which clearly authorizes us to do so, statements are sent out a lot and usually get thrown away or returned because of moving or whatever....
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