Blockbuster Video

Elite '08

179

332

Mercy B.

Milpitas, CA

This is for Customer Service at Blockbuster Headquarters:

Update 2/14/08+++++++++++++++++++++++++++++++++

Ok - so this "Tim" guy, the customer service rep from Blockbuster finally calls me back to let me know that they did find the wrongful charges. He also said that it's "not their policy" to offer refunds, but, in this case "they would make an exception" by refunding me 3 months of charges. Fine - although it goes back a few extra months, that's ok with me, I just don't want to be charged any more.

So the kicker of  all this, after all this is said and done, he asks me if I want to open an account with them and that he would apply the charges to my new account.

WHAAAAATTTTTT??? NO WAY!!!!!

After the way I was treated?

As we close the conversation, he says, "Thank you for calling Blockbuster On-Line and allowing us to serve you. Have a good day."

Yeah, whatever.

++++++++++++++++++++++++++++++++++++++++++++++++++ ++++
2/9/08

I wish I could give Blockbuster negative stars!

I recently noticed a charge that Blockbuster made against my Amex card that I did not make.

So, I called Amex to dispute the charge. In turn, Amex called Blockbuster to inquire about the charge.  I ended up in a conference call with Amex and a Blockbuster service rep named "Tim."

Now, I won't get into details about what exactly transpired, but I felt that Tim was extremely condescending and rude. I tried to give him information that would help him locate the account - but all he would say to me and Amex was "Nope, can't find it - so we can't be billing you."  So, if Blockbuster's not charging me, how come I still see their charge on my Amex bill each month?

Instead of trying to resolve the issue, I was made to feel like I was doing something bad by asking to have this issue investigated. You'd think that they would try to cooperate in resolving this issue given these days of identity theft and fraud.

After receiving such treatment as this - I think I'll keep my Netflix account. I used to do business with my local Blockbuster store, but no more if they continue to have employees such as Tim that treat customers so very poorly.

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Elite '08

91

227

Kathy R.

Niles, IL

To: Mr. John F. Antioco
      Chairman/CEO
      Blockbuster Video, Inc.

Dear Mr. Antioco,

I am a longtime Blockbuster patron, and I know that you are facing a tough business climate. Competition from cable TV, video on demand and Netflix has cut your company's profits, along with paying rent on all the bricks and mortar stores you operate.  I am writing to state that you, moreover, have a customer service problem to contend with.

To share my experience: I got an automated call from Blockbuster on 1/12/07 relating that a DaVinci Code DVD rental made on my card on 1/1/07 was overdue.  If not returned by 1/15/07, the purchase price of the DVD would be charged to my bank card.  PLEASE NOTE: the DVD was returned to the store on 1/9/07.

Today, on 1/17, I got another automated call stating the DVD had not been returned and the price had been charged to my account. I called the store to speak to a human being; she checked on the computer and put me on hold for a few minutes.  

She returned and asked, "Do you have a small child in your household?"  I do, in fact.  The woman explained that a copy of The DaVinci Code was returned on 1/9, but with part of its identifying label torn off.  In the absence of an intact label, Blockbuster opted to charge me.  "So maybe next time, keep your child away from the movie so the label doesn't get torn off," she said.

I became a bit irate at this point, telling her: a) we had indeed returned the DVD, b) our child did not touch the DVD case at any time and c) I wanted the charge removed immediately.  "Yes, ma'am, I said I'd take care of it," she said, with an edge to her voice.  She did not tender an apology for what I view as Blockbuster's mistake.

So Mr. Antioco, while I've been loyal up until now, that was the last straw.  I opened an account with Netflix.  Enclosed you will find two cut-up Blockbuster cards- mine and my husband's.  You see, the one advantage Blockbuster had over its competitors was human interaction...personal contact, if you will.  And that has now turned into a liability.

Sincerely,
Kathy R.

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