Report: #369915

Complaint Review: Blockbuster

  • Submitted: Thu, September 04, 2008
  • Updated: Wed, November 19, 2008
  • Reported By: Brandon Florida
  • Blockbuster
    806 Martin Luther King Jr Blvd
    Seffner, Florida

Show customers why they should trust your business over your competitors...

The Blockbuster store I am complaining about store #12377. It is located at 806 Dr. Martin Luther King Jr Blvd, Seffner, FL 33584.

I have been a Blockbuster customer for years and have never had a problem in any store I have gone into. I moved, and decided to go to above store; however I couldn't find my card. I have always been able to use my Drivers License, but the guy at the counter said he couldn't find my account, so I reopened another account at that location. I gave them my debit card information with the understanding that they were a legitimate, respected company and would use the information responsibly.

I rented a couple of movies, and left them on the roof of my car as I drove off. They charged my card and then I proceed to rent more movies there. I usually rent about 5 at a time.

I rented a few with no problems, and low and behold after just a couple of times renting at this store, they are now claiming I did not return a movie. I was checking my bank account online, and noticed a $10.69 charge from Blockbusters. I didn't know what this charge was so I called and spoke with one of the associates. He informed me the charge was from Dora the Explorer that I did not return. I specifically remember returning that movie, because at first I couldn't find the case and had to search my son's room for it. I found it and when we got to Blockbusters I put the movies in the drop box and my son got all upset because he thought I threw his Dora movie away.

I told him that I returned that movie and he said he would look. While I was on hold, I thought about it and I never received a phone call from them telling me I had a movie out late. I had recently changed my cell phone service and got a new phone number, so I thought that I hadn't updated my phone number. When he came back and told me he couldn't find it, I asked him to update my phone number. He sighed and asked me what my number was and I gave it to him. He said that was the number that they had on file for me. I didn't specifically ever remember giving them my phone number, but asked him if they had my correct phone number why I didn't receive a phone call about an over due movie, I may have been able to get this fixed 2 weeks ago. He then told me that the computer shows they did call me, and mentioned that I had a movie out that was one day overdue, and that I would start receiving phone calls tomorrow about it.

I went on about the movie I just paid for that I do not have. He said he looked and they didn't have it in their store. I told him that I would be in, to find out more about this.

I went in and told him that I wanted him to find my movie. He took me to shelf where it would be and showed me that it was not there. He said that when I spoke with him on the phone that he looked in a mix match drawer. I asked him to look again, and he did not. I asked him if they had a defective drawer that it could have gotten thrown in and he didn't respond and walked behind the counter to talk to another associate. He told me I could talk to the store manager tomorrow.

It concerned me that he said my number was correct in the system, even though I didn't receive any calls, that he says that computer shows that I did get, and also that he made no effort to look for the movie while I was in the store. When I left and got home, I thought about it and regardless if I could get this problem resolved store level, I would never return to that store again, because I think that something is not right there, I don't think they look for movies, or care, or try and cover up their own mistakes at the expense of the customer. So I went on-line and emailed Blockbusters and explained the situation and told that I would never return to the store again, however whether or not I continue going to any Blockbusters ever again is dependent on whether or not I get my $10.69 back. I told them that there are way too many options out there to continue going to a company that took my money, which is what they did, because they took my money and I received no benefit at all from it. I don't have the movie but I'm out $10.69. They have my movie somewhere and now have an extra $10.69.

The next day I returned the movies that I had previously rented, when I returned my other movies and asked the girl at the counter to give me documentation that I returned these movies. She asked the same guy that I spoke with the day before how to do it, and he told her to print a history. She did and handed the receipt to me. It had notes on the receipt that he had put on my account about my visit with him yesterday, saying that I was upset and rude to him. I was absolutely upset, he was telling me I didn't return a movie, that I did- he was telling me I got phone calls that I did not receive, and would not look for my movie while I was there in the store, even though he claimed to look for it while I was on the phone.

I just kind of chuckled when I saw the comments on the receipt because in the end I get the last laugh. There went a large amount of money that I would have put into that store. One day he will grow up and realize that it's customers that give him a paycheck, and if he continues acting the way he does and loses more customers, he's going to be looking for a new job when it shuts down because it's not making any money. He can say what he wants about me, in the end I'm one of the reasons he got a paycheck and that reason is gone. Though it doesn't seem like a lot of money, it's still my money. I work to hard for my money, for someone to just take it for no reason. I don't have $10.69 to just throw away.

I have not received a phone call as of yet about my complaint so I guess Blockbusters doesn't care if yet another customer is gone, because they got their $10.69. I will now post this on any consumer complaint board that I can find on-line.

Brandon, Florida

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This report was posted on Ripoff Report on 09/04/2008 08:31 PM and is a permanent record located here: 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. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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Updates & Rebuttals


#1 UPDATE Employee

Oh please.

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

First off we hear this crap all the time. But did you ever even try to look for the movie at your house!? That should be the first thing you should do if "they took your money." Plus the money taken from your account was done by the computer system we don't do it manually.
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#2 UPDATE EX-employee responds

If they've changed the policy

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

all members would have to be informed in writing via a privacy notice detailing the change to the address they have on file per the Uniform Commercial Code. I've never received mine.
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#3 UPDATE Employee

To Melissa

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

They changed that policy within the last year and a half. Debit cards are allowed to be used on the accounts and are/should be informed about why on their account paperwork.

When I place a card on file, I always let them know why, especially when it's their debit. But they ARE allowed to be used.
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#4 UPDATE EX-employee responds

There not even supposed to have your Debit card on file.

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

I used to work for Blockbuster at a Shift Leader. It is against company policy to place debit cards on blockbuster accounts because in the event that a movie is past the seven day due date time frame and the title is charged to an account it can cause an overdraft fee(s) to the linking checking account that Blockbuster would ultimately be responsible for.
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#5 UPDATE Employee

You're a bit misinformed.

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

1. If you don't have your card and decide to rent at another store, you have to make a new account. If you do not rent at Blockbuster for three months (or at all) you are automatically removed from the computer system at that specific store. The accounts are not interlinked, which, is a good thing essentially.
2. You cannot create an account at (most) locations because if you keep a movie out too long, the money has to come from somewhere. You put your debit card on the account so the money came from there. The literature should inform you of that on the account paperwork.
3. Customers usually get 2-3 reminders that movies are late. A phone call or two and a postcard in the mail. Do you know for sure that you did or did not update your phone number or address? Something to think about. Also, if its your cell phone and you turn it off, if there for some reason, is no message left, a cell phone that is off will not show missed calls.
4. The employee who printed out your history was 100% wrong in what they did. No employee is ever to print out a receipt of a customer's history and hand it to them. If they want it, they have to have corporate inform them and it will be faxed from corporate. So on that, I must apologize on behalf of their training and comment that they must be new.
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#6 UPDATE Employee

Be open

AUTHOR: Divo366 - (U.S.A.)

I hear this story day in and day out. I know you are going to swear you dropped the movie off, you even have a cute little story that helps you remember, but understand we hear this story every day. I have had customers swear at me, threaten to 'take me outside' call me racist names, swear on their children's lives that they returned the movie... and they haven't. Some have the decency to call and apologize, and others... not so much. One woman swore on her children's lives that she returned the movies to us, saying she was never coming back, the usual rant.

Well, she did return her movies... to Hollywood video!! We have a Hollywood down the street from us, and we have a business relationship that we call the other store and let them know the copy number of each others' movies so we can comment the account. I let the lady know she had returned the movies to Hollywood, and you know what, she had the audacity to get upset with me! She even expected us to go get the movies form them! Listen, I love my customers, and treat them with great respect, I only ask for a little respect back. We don't steal movies, there is no gnome that steals them, either it's on our shelf, and we missed scanning it in, but easy enough to fix, or it was never returned... end of story. Again, we just ask that you at least entertain the idea that you, in fact, did not return the movie. Just understand that there may be a possibility that you are, in fact, mistaken, and have not returned it. If you can't even do that, then the store cannot help you.
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