Hollywood Video They can't find our RETURNED movie, and now we have to pay for it AND more! Springfield, Missouri

I am a store manager employed by HWV/MG. One suggestion is to ask the store manager if there has been a recent inventory done of the section that the movie belongs in. There are many times (especially when training or busy) that movies are missed upon returning and reshelved not checked in until an inventory is done. Unless another customer attempts to rent the movie, there is no way to know that it was missed.

You can also call customer service at 1-877-325-8687 and they will check out your account history to determine if they can help solve the problem. Often they will suggest placing a credit on the account if the account shows no previous issues with returning items.

Just be patient. If the item was in fact turned in, it will be found and you will not owe a penny. I also understand that it may be habit to return something when you rent something else, but things happen and maybe it was not actually taken into the store.

About 3 years ago, I had an older customer who was extremely angry with me because he returned a movie to my store. I politely asked that he continue to look around (under car seats, on top of the fridge, on a bookshelf). I also continued to look around the store. After about a week, I decided to go ahead and credit the item and ev fees off the account. Two weeks later, the customer returned the item to me. He explained that he had placed it in his trunk and forgot that it was there.

One more suggestion/question. If you tried to return the item and the dvd was not in the box it will not be checked in. Make sure that your account is up to date with address and phone number current. If an item is returned without the disc, we attempt to call the customer. If we cannot reach them, it is usually placed in a central location called the TWAS/GWAS drawer or bin. Have the associate check. 

There is not much you can do. If you did return it and it just didn't get checked back in then it should be in their store still. That is usually what happens in these cases. Find out the barcode number of the movie and go to their store and check all the copies on the shelf and mae sure it isnt sitting there. If its not, then its a he said she said thing. They have their computer to prove they never recieved the movie back. Its up to you to prove that you did return the movie. No lawyer or attorney will help you in a case like this. The dollar amount is too small.