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3.6 57 Reviews

Blockbuster Complaints Summary

37 Resolved
20 Unresolved
Our verdict: With a good resolution rate, Blockbuster generally handles customer issues well. However, it’s important to be proactive. Familiarize yourself with their processes and services. Reading through various customer experiences will provide valuable insights into how they handle complex issues.
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Blockbuster reviews & complaints 57

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1:42 am EST
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Blockbuster penalties

I was charged a penalty for a late return on 2 x DVD's. I had returned these rentals on my to work before the shop had opened. When I went to rent more movies I was told that they deducted units due to a late return. According to there system I had only return them at in the afternoon. Who gives them the right to deduct units without my knowledge? Why were they booked in so late? There is a problem in the shop and now they want to make me look bad. I have sent email after email for a week now, but have had no feedback at all. I want my units returned, and I want to be reimbursed for being embarresment caused by them. And my record must be cleared. I know there are penalties for late return and would glady pay if I new it was late. But this time I know for a fact the shop is in the wrong. They basically stealing my money!

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Blockbuster dvd mail service - tv series

We recently switched from Netflix to Blockbuster DVD mail service. However, we've found a new problem with Blockbuster. We wanted to try viewing a new TV series. Blockbuster sent the first disk immediately. The second disk was listed as very high demand. So, Blockbuster sent disks 3 and 4. We watched disk 1 and sent it back, thus receiving disk 5 of the series. We waited several weeks for disk 2 to drop demand. It didn't, so we had to return unwatched disks 3-5 to continue our rental service. That was three months ago. Disc 2 is still on very high demand. This seems to be the case for not only the series we wanted to watch, but any series with multiple disks. We've contacted customer support, but the reply told how to change the wait times in our queue and did not solve the series disc 2 problem. We replied that their solution wasn't fixing the problem and we've heard nothing back. Based on this poor customer service, we do not recommend Blockbuster for mail order DVD!

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Jesse Allen
, US
Jul 06, 2011 10:47 am EDT

I rented a DVD from BlockBuster and returned it on time. I was still charged a late fee.

I feel that BlockBuster could be more accurate when keeping up with what time DVD's have been returned!

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BARTLETTGIRL79
, US
Mar 29, 2010 10:59 am EDT

THEY WITHDREW 21.00 OUT OF MY ACCOUNT. HAD LATE CHARGES IN JAN. THEY SAID THEY SENT OUT LETTERS IN JAN.. NEVER RECIEVE ONE LETTER THEN SEND OUT AGAIN IN FEB WELL ITS MARCH 29 AND THEY JUST TOOK IT OUT OF MY ACCOUNT. I WAS NEVER NOTIFIED BY PHONE OR MAIL. THEY DIDNT GET PERMISSION TO WITHDRAW THAT MONEY.. BE AWARE! NETFLIX WILL HAVE MY BUSINESS MOVING FORWARD!

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StaN80
, US
Jan 14, 2010 9:07 am EST

Took an trial offer which said one month free, on subscribing for the free trial offer i was charged. I complained and asked for refund they say they cant b'cox i ticked the Terms & conditions box.

That to me is unfair, no one reads a 2 pager T&C's for subscribing DVD's! Clear case of taking customer for a ride.

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NICOLEBAKER827
Lansing, US
Mar 06, 2009 8:33 pm EST

JANET TYLER...THE STORE MANAGER AT THIS BLOCKBUSTER YELLED AT ME, WAS SWEARING AT ME AND THEN THREW MY MOVIES AT ME!

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kejiangke
,
Sep 27, 2006 12:00 am EDT

My membership is to the end of this month. I still have available movies in my list. They you stop mail me the movies two weeks earlier. This is really a bad way for business. :-(

Also Blockbuster was getting slower and slower to mail in the movie comparing to the first month. :(

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Louise2106
Manchester, GB
Aug 26, 2013 5:00 pm EDT
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I went into Blockbuster store in Fallowfield tonight 27/08/13. I bought two dvd's and then found out when I got home one had the wrong DVD inside. Now Iam going to have to go out of my way to take time and find out why this happened. My children aren't very happy!

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leungmlau
Victorville, US
Jan 04, 2010 4:27 am EST

Blockbuster tried to rip me off. They overcharged me for a movie purchase and refused to refund me the difference. Only after arguing with them did they finally give me my money back. The people at the Victorville branch were rude and extremely uncooperative.

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Lilyvolpato
Fort Lauderdale, US
Jan 02, 2010 2:48 pm EST

I have a complain about how a blockbuster manager have a bad customer service, she is very rude and disrespectful.The BB store is the one on 1900 north federal hwgy.

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Steven Riley
N Charleston, US
May 30, 2009 9:36 pm EDT

very rude over the phone unproffesional, use of profanity over the phone. will report to better bussiness bura.

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Max Nie
, US
Apr 28, 2009 6:50 pm EDT

I got a message on my cell phone yesterday from [protected]. Supposedly it was from Blockbuster, and they said that I had a late movie and they would bill my credit card if I didn't contact them ASAP. I called the number and the person on the line hung up on me when I asked questions.

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5:06 pm EDT
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Blockbuster unauthorized charge on my credit card

I signed up for "Free" month-long trial. I returned DVDs to local store and then I cancelled at end of the free month. I received an email confirming the cancellation.
Blockbuster didn't erase the movie queue they'd had me set up, and sent another DVD after the cancellation. I took it back to the local store, unopened, and handed it to a clerk, explaining the situation. Now, about six weeks since the cancellation, I returned from a two week trip and went through a pile of mail, finding still another DVD from Blockbuster. I took it to the local store, unopened, and explained the situation to the clerk. She was not surprised, saying they must be behind back at the shipping area. She asked if I'd been charged and I said I had not (or so I thought). Then, returning home to my pile of mail, I found my Visa bill, showing a $16.08 charge from the day the cancellation was to have been effective. I called the number shown in the description area for the charge on the visa statement, and after a 20 minute call with a rep, Zan, that was difficult to understand, was told the best he could do was a half-refund. I insisted on speaking to a supervisor and that person, Johnny, refused to refund anything at all. He said my account had been reinstated (not by me!) and since I'd still been sent disks I should have known that was the case.
Obviously, I regret ever having dealt with a company that must rely on theft in order to stay in business.

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12:56 pm EDT
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Blockbuster blockbuster always out of stock and rude!

I don't have time to write a long review of this terrible establishment since I am supposed to be babysitting my nephew, but I feel compelled to share my horrible experience when I made the mistake of entering this business earlier this evening.

I arrived to rent a movie with my nephew for him to watch tonight and there were two that he really wanted to see: The Transformers and The Simpsons The Movie.

I didn't have time to search the entire new release wall for two DVDs so I approached the front desk and asked him for either of the movies I listed above. The grumpy cashier no doubt making minimum wage told me "We don't have either of those in yet". I couldn't believe it because it seems like every time I go to Blockbuster they NEVER have the movie I'm looking for. I don't even know why I have a membership. After explaining how it would make sense to order more copies of popular movies so they would not keep running out and waiting for one to be returned in order to satisfy my needs, I scoffed and said "Great now I have to go disappoint my nephew" and turned away even though he looked like he was about to say something because I had heard enough and I was not about to end my call with my coworker.

In the end, we ended up renting some puppet movie called Force America which I hope my nephew is watching right now (or sleeping). I just couldn't let this injustice that Blockbuster keeps forcing me to endure stand. I doubt I will return to that place of business again.

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Update by BazookaJames
Jul 27, 2012 1:02 pm EDT

In Michigan we get ten cents on the deposit.

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Sheriff's Aunt
Cambridge, US
Jul 29, 2012 10:31 am EDT

Suddenly feel like watching Charade and Suspicion.

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elisastarr79
Seattle, US
Jul 29, 2012 9:22 am EDT
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Regular, cary, brenda and the rest of u with no lives and so pathetic u search sites to hurt people because u r all sad, lonely and have NOTHING but ur computers! SAD SAD SAD SAD PATHETIC EEEEEEVVIIIIILLLLLLLLLLLL, so full of hate that u don't even fit in the category of "human" "people"! must suck to be so miserable about urselves! I couldn't imagine feeling so disgusted and ashamed of myself that I have to "Troll" around looking for people to hurt! I'm from Seattle and this is for u trolls!

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The Old Sheriff
Acworth, US
Jul 27, 2012 1:57 pm EDT

For the love of stapler, tell me it isn't so.

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RegularsOfMy3cents
Hamilton, US
Jul 27, 2012 1:51 pm EDT

Yes I did. Thanks for the reminder.

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RegularsOfMy3cents
Hamilton, US
Jul 27, 2012 1:16 pm EDT

No - - they didn't have the movies you were looking for because THEY HAVEN'T BEEN RELEASED ON DVD YET!

You must be a wonderful babysitter if you don't even know if your nephew is watching a movie or sleeping.

So please consider that I'm scoffing at you as you've just got to be every retailer's nightmare.

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7:20 pm EST

Blockbuster lana needs training in providing good customer service

Asked male associate for videos "Skyline" and "Black Swan". He said none available and none have been returned. Looked around for other videos for about 20min. Went to register and was assisted by Lana. Saw both videos had been returned and asked to let me rent them. She handed them to me and before I could pay took "Black Swan" out of my stack and handed it to a little boy. I said "what are you doing?" Lana stated that child had been waiting for video over 5 minutes. I said "and we've been waiting over 20." She said very rudely "Sorry, but you didn't ask me." Male associate said "they were waiting before the little boy." She just ignored him. My fiancee' and I have been renting from Blockbuster for many years and never have we been treated so rudely and unprofessionally as today. Lana needs training in providing good customer service!

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Gravitytheseducer
Cambridge, CA
May 03, 2012 8:50 am EDT

Why would they allow a little boy to rent Black Swan?

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1:32 am EDT
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Blockbuster late fees

Copy of what I sent Blockbuster--------->Hello, I have been a Blockbuster member for over 13 years, and I have hung in there through all the changes but, I can no longer be a member or customer for two reasons, (1) I am disabled and on a limited income and when I went into Blockbuster the gentleman that worked there asked me "do you want to take care of your late charges?" I said "no, can I do it next time?" He said" sure no problem" that was great because I had very little money at that time. The problem was that next week Blockbuster ran my bank account for late fees $4.28 not a lot but I had .23 cents in my account so it overdrafted my account $38.00 x 2 so now I owe & 76.00 (2) I contacted "Tiffanne" the store manager which was no help she told me' well ma am its not our policy" Thats all good but when I have always paid my late fees in the past. I have spent thousands of dollars there. And she was unsympathetic and blunt to me that she wouldn't help me at all. When you have three children and to disabled parents and get a check every three weeks to live off of $76.00 and climbing is a lot of money when that could be food, or movie rentals, or gas and she could careless. Well that's very poor customer service and I will not be going back there anytime soon. I would like some contact back about this issue. I now have to close my bank account because I will never be able to get out of being in the negative at $38.00 everyday overdrawn over $4.28. All this over less then 5.00 when she could have provided my bank something so the overdraft charges could be stopped. One manager there told me that Blockbuster could reverse the charge and provide something for my bank, but Tiffanne wouldn't even discuss this or work with me.

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emelita
Mountlake Terrace, US
May 16, 2010 3:45 pm EDT

I just went to this store at 20124 Ballinger Way NE Suite A Seattle Ballinger/ NE [protected]. Employee number 11591 store 52854

I been your lawful customer for so many years but today i think after that so many years i will not renew my membership when it expire. i will accept responsibility if i did loan a tape and will pay fine if i knew it is late but today at your store, i was humiliated with some other customer behind me, when the customer service person at this store said that he will place a note on my account that i have done this before. I always make sure all tape were on the bin at this store before it expire and if your people do not place or made a mistake not putting it asap on your computer and then they said i return it late, then how can i fight for something that i have no return slip.
There are so many DVD retailers now that is competing at your store and it seems they are winning because of some attitude of your people. When i arrive at your store and with a coupon of non release I asked him where are the non-new released tape for my coupon and he told me on the middle so I went to the middle area and just pick something that is sitting on the rack and then told my grandson if he get what he wants to watch. At the counter when he told me a late charge again i said " what late charge?" I did place the tape I last borrow 2 days before it expire and he said i did not return the iron man, i said what iron man i did not borrow iron man. What upset me is when he said i have done this before, i said what are you talking about, i did clear that up the last time i borrow some tape that i place it on the bin the day it expired so it is not my fault if someone at your store do the return tape the next day.
What upset me more is when he is charging me for the non released coupon for $5.00 which he said is new released, then i said " no " i got that in the middle of the isle where you said it is non new release. This person make a big humiliation on me and if only I am not with my grandson i will swear and make this thing big at that moment. He gave me the tape the ** 10 dead men**. When i got home i look at he computer if this tape is a new release and guess what? it was release on November 2008, two years ago. And he was charging me $5.00..that is a big rip off... Wonder if that will go to his pocket.

Employee number 11591 store 52854

I will make sure this will go to my facebook.
Thank you for your customer service humiliation to me.

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jtown24
Gaylordsville, US
Oct 03, 2011 2:22 am EDT

How come people always use the disability excuse?

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7:02 pm EST
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Blockbuster defective products

I purchased 6 movies & found one of them was defective. When I asked to exchange the defective one for a working copy, I was told, "Sorry, all sales are final". When I contacted Blockbuster Customer Care, I was told the same thing. So, once again, corporate America STEALS from the working man/woman.

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Update by chcrow
Mar 02, 2011 6:42 am EST

Probably so. Wish I could have invested in Redbox. LOL

Update by chcrow
Feb 28, 2011 11:09 pm EST

Ok. If you give me money, & I give you a defective product, & refuse to make it right, what do you call that? Perhaps not theft, but at the VERY least, unethical. As for the drama comment, well, you sound like a Blockbuster employee, perhaps a manager, possibly someone who thinks Blockbuster made a sound business decision. By the way, something must have hit a nerve, because Blockbuster has decided to exchange the defective DVD, for a working copy. Have a nice day.

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Trvkell
Cottonwood, Ca, US
Mar 01, 2011 9:28 pm EST

LMAO
However Blockbuster is bankrupt and they are liquidating all their brick and mortor stores, that is probly why you got a hassle.

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12:54 pm EDT

Blockbuster store full of rude employees

Every time someone in my family or I enter this store, the employees are ridiculously rude. They refused to let me used my husbands card to rent on the grounds that I "might be lying." We have the same, very distinctive, last name. They would not let my seventee year old daughter, who goes in there with me frequently and has her own card, rent for the same reason. When I went in to get my daughter a card in the first place, the young man at the register refused, saying "Sorry lady, the man of the house has to be the one to do this, " and my husband had to go get her the card. I am a professional with a doctorate degree, and find his comments sexist and highly offensive. On numerous occasions, I asked to speak to a manager (with various complaints) and the employees told me there was no one there, and no, they wouldn't call someone or tell me when a manager would be present.Needless to say, I have not been to this store in months. This store should be shut down.

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slyfieldj
Kent, US
Aug 25, 2011 4:16 am EDT

I have to state that the merchant agreement with the credit card processors states that they should take reasonable security measures. Would you want your husband using your card without your permission? For all of the trouble Blockbuster has given me, this is not worth mentioning. If you are on his account, you should be able to rent without any problems, but you must use your own payment method. I'm surprised other merchants let you use his card.

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9:54 am EDT
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Blockbuster triple charging

Ok i have had the service for two years now. Then june 4th, 2010 I was trippled billed for the online subscribtion for 21.59 twice at that amount then again 21.79 i dont know why the change in amount but on my statment thats what was billed from my bank account. Then when i called they stated that they already processed the refund on the account allowing 3-5 bussiness days. At that time my account bounced and they assured me that they would credit the over draft fee as well as the money that i was charged. So again i called when another check bounced 9th i called to find out what is going on with them and why no refund. Come to find out they didnt process the refund till the 9th. Ok so again they tell me its comming and the bank will refund the over draft charges as when they see the refund from them (blockbuster) How ever when i finaly got the refund today still no refund of the over draft charges. I call them on the phone once again after i called the bank they stated that it is up to the company to do the over draft charges when they are charged to your account. So i called blockbuster again they told me this time that its nothing they can refund they can only give back what they took from your account. And that they did any charges that happen after that with your bank they dont pay back. Not only that she also told me again that they may take up to ten business days and any charges they do not cover from the bank. Then they want you to take a survey on how u like the program yeah ok i will jump right on that. The Blockbuster is a scam! over charge but can not help you with the damage they do. Yes i should have had more money in the account to start but its the first of the month all bills are due and working two jobs as is still isnt enough money to go around when people screw you over like that. In the end my bank Oneida Saving Bank did give me the credit because they felt sorry for all the trouble that i had to go threw. But Blockbuster on the other hand.. Customer care sucks.

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10:17 am EDT
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Blockbuster shady business practices

I have had sevral problems with these tricksters. At the current time it is IMPOSSIBLE to contact a customer service Rep for The Blockbuster Online. The form they post on their website will not submit due to "error on page". I have tried to access the form from5 different computers. Their is no such thing as a customer support email address and wait times are outrageous On their 1-800 number .For a regular 9 to 5 american who has more pressing things to do than deal with Blockbuster, this will not fly. Oh, and theyre closed on the weekends.
Blockbuster stores have a current practice of "holding" online trade in dvds in the store a couple of days to slow down the arrival of the next movie in your cue and limit the amount of videos you recieve on their "unlimited" Blockbuster Online accounts. This I was told this was to limit free trades and increase store revenue. I have worked in many Blockbuster stores in Georgia and have quite a few close friends. One of these friends who is a store manager admitted this practice when I asked why it took so long to ship videos when my online account indicated "recieved in store" status. He is a store manager.
Also unlimited plan subscribers are constantly subjected to price hikes of their plans when they recieve too many videos on an UNLIMITED status account.
My local stores have started closing at 9pm on weekdays already, charge late fees now despite their recent promotions of reduced late fees. Also several stores in my area have closed.
They are on their way out I believe parlty because of the bad economy, but also because of their poor, condescending customer service and shady business ethics.
I have empathy with my friends who may lose their jobs due to store closings. But I will be glad to see this business go.

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12:24 pm EST
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Blockbuster poor customer service

I took my son to purchase new movies for our collection, like we do bi-monthly all of the time. I thought it was odd that after 40 min of shopping, not one employee asked if we had any questions with choosing our selection.I unconsciously blamed it on my sweatpants, anyway i proceed to check out and the man asked, "you don't plan on using a check today, do you?"in a rude tone, I stated no, then asked him "why, you don't take checks."He said yeah, but not if your not a member, the rude employee did not even ask me when checking out if i was a member or not, it didn't matter to me, even though being a member that my money should be as good as anyone's.He force himself to look at me again with a stack of movies in each hand and said "do you plan on doing the 4 for 20 with these", I looked and stated no, but with the ones in your other hand I do.He then said "Oh, i was going to say!I then told him, believe it OR not I can read.And I will say that the only reason I continued to purchase the movies is my son had picked out 5 out of the 9 movies that we looked for.And if my child was not with me I would have told the employee how displeased i was with his people skills. I just find it hard to believe that someone could be so arrogant to a customer that was making them a sale.I will not be giving blockbuster #90561, employee #36251 my business any more.

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Update by kasey gerard
Jan 30, 2010 12:30 pm EST

ive had my shoare or snotty employees with bb too.

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SomeoneWhoWorksAndBuys
Ashland, US
Mar 22, 2010 10:07 pm EDT

Wow, from your attitude & what he said, I'd say you were the one rude. You sound like one crazy-a** customer & he was just trying to do his job. Was he actually using a "rude tone" or was that just your own take on it?

"I then told him, believe it OR not I can read." - Now THAT is rude, in my opinion. Even if there was a sign RIGHT NEXT to the guy, I'd still say "oh, yeah, I know" or something.

While I wasn't there & can't say for sure, you're the one that sounds out of it, to me! And NOTHING the guy supposidely said seems like anything I would take offensively. Maybe I'm just way more laid back than you? :)

BTW, from my perspective, MOST customers CAN'T read, or just don't feel like it. Three times in a row, just the other day, I had to tell people that if you buy one, you get one half off. And I know they didn't know before since they went back and got another shirt when I said it. Sign's right above the racks too.

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7:28 pm EST
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Blockbuster unauthorized debit charges

Several months ago I noticed an unauthorized charge on my account from Blockbuster.com - I am a library user. Why would I RENT movies when I can get them for FREE at my library? I have never been a customer with them, and don't plan to.

So I disputed the charges, and got a refund. To be safe, I also got a new debit card, in case my number had been phished.

Guess what just happened again? Once is an accident. Twice is idiocy. I'm not sure what kind of business they're running, but it's really inconvenient to have to keep clearing this up. It's comforting to see I'm not the only person here who's had issues with them - I can't believe they're still in business with such shoddy practices.

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Blockbuster unfair charges

Took an trial offer which said one month free, on subscribing for the free trial offer i was charged. I complained and asked for refund they say they cant b'cox i ticked the Terms & conditions box.

That to me is unfair, no one reads a 2 pager T&C's for subscribing DVD's! Clear case of taking customer for a ride.

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Blockbuster steal from customers by fine prints

I was forced to buy my rental DVDs. When they were making me to be member everything was smooth and easy. If I am late they would charge me the cost of DVD and refund it when I bring it back. When I was late more than a certain time (it was fine print and they never mentioned earlier) they sold it to me.
I claimed that for any buying and selling there should be a customer satisfaction. Answer was "sorry!". then I said if I have to buy these DVDs then give me something better. It has scratches and product is not good. At least give me something newer. Answer "Nope!".
I cancelled my membership. They do not care.
I went Netflix ( I do not want to advertise, sorry but it is working) I save my loss in few months. They mean what they say.
I think all customers should say bye to blockbusters.
I forgot to mention, I dropped the DVDs to store earlier, it was sold to me and was reserved on the shelf. When they open the shelf to deliver my compulsory sold item, shelf was full.
Many others are with me.
Thanks for reading this.

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Blockbuster 2 wire media point player

I first want to say stay away from Purchasing Blockbuster's 2 Wire Media point Player ..Its absolutley been the worst experenced, and it just got worse..ok first i odered the product on 11-14-2009 and then i tryed to cancel it on November 15th 2009 and online status, it was not shipped, they emailed me and said we cant cancel the order, you have to get the product first open the box and then give them the serial number of box, by the way there office is only open Monday- Friday unless you want to E-mail them.So need less to say it was on tuesday Nov 17th 2009 I finaly got ahold of a real person on the phone, The representive said.I just canceled your order .Here is your confirmation Number.I said can you send an email letting me know that i canceled it, she said Im not allowed to do that, but a different department handles that..> What A joke < So anyhow 1 hour later after getting off the phone with representive.I received an E-mail saying this > we have shipped your order.. so i waited for the regular mail cause thats how they ship the Box.I reeived a knock at door on Friday 11-20-2009 it was ups they shipped the box ups, what another joke with the company of blockbuster...so anyhow i called up the number to activate box..which the representive was outstanding, very proffessional...she even helped me walk me through all the steps..so that was great..Ok heres where it gets worse.remember when you buy this unit you get 25 free movies which are already programmed in this box.so i found a movie that night and then rented it, in the mean time, i recieved a phone call from>guess who? yeah you guessed it.Blockbuster On line Demand service Department..unbelieveable.. They said sir I wanted to inform you that We have received your repsonse to cancel your order.> Keep in mind its been 6 days since i tryed to cancel this order..so anyhow, i didnt even bother telling rep i laready received box, i was too frustrated..oh it gets worse LOL . So i watch my movie which not knowing if i was charged for $ 3.99 or not, so i contacted the company on saturday by email, Rep E-mailed me back and said sir we dont handle this problem.contact the department that handles it. in reply I said what department ? and of course no reply back.so after a few hours later, received E-mail from customer service stating if you need help with this down load problem, click on this link..which is live chat support online..So i explained to the Rep what had happen, and Rep said .if i were you, I would keep renting movie and see if you get charged, What a stupid thing to say... and so he said did you rent the movie, of course i rented the movie, which i just got through telling you in this thirty min chat..Un belivable...so i told him, i was going to report this company to Better business Bureau..so in closing I have the box, which i cant rent any movies if i do, i dont know if i will have to deal with all sorts of stress and drama..and to make matters worse There closed till monday at 800am...

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Blockbuster scam artists

I rented a movie. Returned it a day early..Got a late fee charge in mail a couple days later. Went straight to the store and talk to assistant manager.. Who found the movie and said it had been rented to someone else since I had returned it. She told me the boy who rented to me had been fired. Then I receive another charge in the mail for the same movie for a whooping 29.89 ! I called the store and talk to the manager, who told me to pay 4.50 Late fee and it would be forgotten. I said no way, I know I returned it and saw it in the assistant managers hands ! Was that enough? No...I ask for the owners name and phone #, was told I could not have it ! Today I have received a letter from a collection agency ( credit protection association.Lp)13355 noel rd, dallas tx 75240 ) for a collection amount of $ 46.88 ! No one wants there hard earned credit messed with ! It is an outrage ! Please, please help ! Have left many messages for owner to contact me, he refuses ! Help (keep in mind I saw the movie and case in the asst. Managers hands !...

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Blockbuster mistakenly charged my card

I have been a loyal customer for Blockbuster for a good 6 years now. I always bring my movies back on time and always make sure if I don't, I pay them right away. I also have their rewards program that you have to pay extra for, and I've had this since I have been a customer.

Basically what had happend was, I rented a game. I made sure I brought this game back 2 DAYS before it was due back, that way I gave the employees ample time to get it from the bin, check it in, and put it back on the shelf. Well, I go to my bank the other day and deposit some money. My bank teller tells me I am negative $57. I look at her and go there is no way. I have nothing huge pending, and I haven't made any big purchases in god knows how long. She looks up my statement and tells me that Blockbuster took out $63.99 and then returned it the same day. But because I didn't have enough money in my account, I was charged an over the limit fee. Now, since I had things pending from before this happend, when everything from the previous days came out, there was no money in my account to clear it, so everytime one of my purchases came out, I was charged another over the limit fee. After everything had came out, I was charged a total of $150 in fees. I'm a fulltime college student, I don't work, and I just picked up selling Avon as a way to try to get some sort of money in my pocket until I can find a job. That is my only source of income, and now since my bank account is negative, when I go to put any sort of money in my account, it's going to just suck it up.

I was livid with the fact that they took this amount out since I know for a FACT I returned this movie myself 2 days before it was due. I get to the Blockbuster and tell them that there must be some mistake. They look up the account and tell me that the movie was checked in on 8/31/09 at 6:50 PM. I tell them there is NO way that somebody returned it at that time because nobody on the account was in town at the time, and nobody went to Blockbuster to begin with that day. I told them that this isn't the first time they had mistakenly charged mine, or my friends card because my friend is still going through a dispute with this SAME Blockbuster because they charged his card almost $80 for a game he "never returned". He went down there and looked at the shelf. The game he just so happend to rent only had two copies in the entire store and when he got there, low and behold, the 2 copies were sitting on the shelf. The representative apologized and said the money would be refunded, and that was over a month ago and he still hasn't recieved any sort of compensation for their mistake. The manager told me that it was there mistake but they don't refund any over the limit fees caused by their mistake. I calmy tell them that this is unacceptable and I'm not taking no as an answer. This was their mistake and I shouldn't have to lose that much money because of them. They tell me that they will call my bank manager and talk to them. I take that and leave.

They call my bank manager and my bank manager tells the Blockbuster manager that the bank is not going to refund any sort of over the limit fees because this was not a bank error, it was their error. The Blockbuster manager tells her that they don't do this and they are going to have to refund the money themselves. Again, the bank manager tells her no, she needs to. This goes back and forth and finally the Blockbuster manager hangs up.

I call the Blockbuster manager back and ask her what's going on with them refunding my money because something needs to be done soon. She tells me that my BANK needs to refund me, not them. I tell her, listen, you've talked to my bank manager already and you've talked to me. I don't know how many people need to tell you that the bank is NOT going to refund ANY money if it is not their fault. She tells me that that's the situation and that's it. I told her I will be contacting the district manager and headquarters. She hung up on me.

I then called the district manager 3 times within the week and have not heard anything back from him. I called headquarters twice and got the run around every time. I was told first that a district manager would call me within 24 hours. I didn't get a call so I called headquarters back the next day and was then told it could take anywhere up to 72 hours to get a call back. I am then told that if it was a Blockbuster error, they will pay back my over the limit fees, whereas 2 days earlier I was told that they don't do that and I will have to have the bank pay me back.

I am so disgusted with the amount of customer service I have recieved. They refuse to realize that this problem has arised because of THEIR mistake. They have openely addmitted to me, my boyfriend, my mother AND my bank manager that it was their fault, but they are not refunding me my money. I have reported them to both my state's Better Business Bureu, and the Consumer Protection Agency. I will keep calling back until I get an answer and if I don't get this issue resolved I will have no option but to file legal documents and take them to court to get my money. I think this is unacceptable for a company that is nationally known to act like this and have such poor customer service. It's not enough that they are charging people's cards as they see fit, but the fact that they act so non-chalantly about an issue that one of their LOYAL customers have. I will be taking my business somewhere else, and I will be letting everybody in my area know of this problem and referring them to other businesses as well. I really hope I get this issue resolved soon and hopefully I will get a call back ASAP. I would suggest taking your business somewhere else if you would like to keep your money in your account where it belongs.

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FloridaSavingMom
Seminole, US
Apr 09, 2010 8:54 am EDT

I understand the new release being $5 for 5 days, that is the same as a redbox or blockbuster stand. BUT a very old movie? My children went with their father last night to rent two old children movies and it was $11! I could have bought them a new movie for that price. It is absolutely absurd. In this economy we don't have much to do with out children anymore and a movie night is easy to do. But not anymore! I would rather take them to a movie for that price. I was shocked. I have a netflix account already and just pop into the blockbuster store to rent for my children or when I need a movie fix. But not anymore. I QUIT blockbuster for good.

Valerie
Valerie
, US
Aug 25, 2008 8:43 am EDT

I've had Blockbuster Movies on-line DVD rental service for 3 months now and have had many serious problems with poor service.

Three times already they sent me movies that were too damaged to play - and I tried them on two different makes of DVD players. When you get a damaged movie, you have to wait for them to re-ship the same title and you end up getting fewer movies for your bucks. The movies were so obviously deeply scratched that if they had a better quality control, the bad DVDs should never have been sent out in the first place.

Also, today they shipped me a movie I had already got through their Total Access plan. When you exchange a movie you received by mail for one from the local Blockbuster store, their system is supposed to remove it from your on-line waiting list (which they call the "queue") of the ones you want them to send you next. Sometimes they remove it, sometimes not. So then you have to wait for that same movie to come in the mail, send it back, and then wait for another one to come. This takes more than a week total!

Also, they have been slow to ship the next movie, even though they claim it will be sent within a day - this is by no means rare.

My last complaint: read about a movie I wanted to see, Blockbuster on-line didn't have it. I checked the Netflix site and they DID have it.

I will be dropping my Blockbuster on-line service as soon as the period I've already paid for expires.

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Lori Deans
,
Sep 22, 2007 12:00 am EDT

I'm really ticked off... I've had blockbuster online for about a year now...I really like it... I get 3 movies in the mail that I can exchange in the store for more... they just raised my plan from $17.99 a month to 24.99... & they took away the once a month free coupon for a game...that's complete crap... I could see them raising it a little... but by $7.00?... seriously rude... like they don't make enough money... everything is always about greed & how much can we screw people over...

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tonyyy
Round Rock, US
Mar 04, 2011 5:44 pm EST

I was at this store getting some movie posters that are used to promote up coming movies, most places give them away, well this employee tells me that he has to charge me $1.00 or $2.00 depending on the poster, so I say fine. I dont have a problem paying, but then he turns around and gives another customer (white gentleman) a free poster, what gives? Am i not of the right color, i guess if you're white you get things for free and anybody else has to pay for it. I asked him why he did that and he didnt reply and looked chocked that I had called him out on it. I WILL NEVER GO TO THIS STORE AGAIN!

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RadO77
, US
Feb 04, 2010 5:20 pm EST

What has happened to Blockbuster? I, as a customer, am absolutely done with the company if the store I frequent is any indication of the companies attitude toward consumers who spend a great deal of money with them. Especially in this economy.

I have been renting movies at Blockbuster for almost 10 years. I would say on average I spend $100 - $200 per month on movie rentals, as I am not an active cable subscriber, and rely on movies as my primary source of at home digital entertainment. One of the primary reasons I have consistently used blockbuster, up until now, is their relaxed policy toward late fees.

I have always, and repeat, always enjoyed the "no late fees" program blockbuster has offered. I often rent 5-10 movies at a time and return them when I want another batch. This has worked perfectly well for me since the launch of the service. Even paying the restocking fees which bumped my average rental price above the competition, I was always happy to pay what I consider a premium for the ability to return a movie I will never watch again.

About 3 weeks ago I went to rent movies and upon checkout was presented a single movie case (12 rounds was the movie) and a lengthy receipt documenting a charge of one hundred and eighty dollars ($180) made to my card on file. I immediately questioned what the receipt was for and why on earth I would have a $180 dollar charge (on top of all the rental fees I have already paid). This being a Saturday night, there was a lengthy line forming behind me as the person helping me struggled through her system to figure out answers to my questions.

I was briefly told that my movies were "too late" and that I was charged for them. This didn't make any sense to me as I have never, and I repeat, never, had an issue like this. I finally, after 5 minutes of standing there and quite a few angry customer looks, told the lady helping me, that I would follow up at a later time to resolve the matter. I left the store with my rental dvd's and one additional unexpected DVD that I was told I bought. But for $180?

Two weeks go by, and I as a business owner, being very busy did not bother to follow up on the matter. Some simple misunderstanding, a mistake made in a system, it didn't matter. It was just $180. I return to this same store with my girlfriend to return these movies as well as rent a few more for a nice quite evening. That night, my girlfriend was checking out while I skimmed through a magazine that caught my eye. From a distance I could hear a store clerk explain to her that she owed $120 on her account for movies she failed to return in time. Keep in mind this is totally unrelated to my account and the movies I just returned. Of course, hearing this, I walked over to try to understand the situation and was told the policy is more than 10 days late and we purchase the movie with no exception (rather than 30 days in the past).

I politely asked for the contact information of the store manager, the clerk we were in front of, said she was the store manager. I asked her for a card so that her and I could discuss the matter at a later time. She declined to give me any information and instead told me to call the store the next day. I asked for the information of a district manager as well as if blockbuster was a franchise or corporately owned. I was told it was a franchise and that the only way to contact a district manager was through the store manager. She then highlighted a store phone number on our newly created receipt and wrote the name of someone who she referred to as the store manager (I guess she wasn't?).

I spend thousands of dollars a year legitamitly renting movies. Now I'm spending hundreds of dollars a month buying previously viewed movies for $20 a piece that I have never ever had to buy before. My rental habits have not changed. The store, the company, the policy has.

In addition to all of this, the initial $180 that was charged did not result in any movies being given to me (owned). On top of all this I do not believe there is a signed authorization on file for Blockbuster to charge the account they have on file.

I ask the consumers, what would you do? In this tough economy, with so many rental options, I would think any establishment would bend over backwards to ensure customer satisfaction.

Valerie
Valerie
, US
Oct 28, 2007 12:00 am EDT

Blockbuster - www.blockbuster.com

It seems Blockbuster even limits complaints on its website. When I attempted to register my complaint as I was canceling my online account the page kept me from doing so. Now I'm forced to complain on an open site instead. The company recently changed its "Total Access" to extremely LIMITED access. It now costs 99 cents per night for local rentals. Further, the program to exchange online mailers for local brick and mortar rentals has changed as of this Tuesday so that the customer is no longer able to use the DVD for more than 1 night. The employees who had been working that very night at Newark, New York's store did not really understand this and had told every customer who walked through the door that the DVDs would be due 8 days from that night. I understand that local employees would at first be confused by the new pricing policy. What I will not tolerate is that the young woman who checked out my DVD today told me to my face that I was wrong that they didn't understand the policy. That the customer is EVER wrong is a bad practice and I am glad that I did not buy stock in Blockbuster when I had the chance. It seems the company is so desperately in trouble (the receive a D grade from my broker where Netflix is a B+ "buy" recommendation) that they will say and do anything to rip off the few good customers they have.

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Garold
, US
Mar 24, 2009 5:37 am EDT

I was first left a voicemail saying that a DVD was overdue. I called the Blockbuster, told them I had returned it without even watching the movie in its entirety, as it was not what I anticipated it being even with an actor like Anthony Hopkins. They kept on insisting I never returned it and it has been turned over to a debt collection service now, for less than $14.00, (Fourteen) they have lost a customer because they absolutely refused to even consider that it may have been one of thier employees (maybe a disgrunteled individual) had removed said DVD from the premises.

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am_barker
,
Nov 03, 2008 7:45 pm EST

I have been renting from Blockbuster for some years and have never had a problem. I have paid late fees when I had them prior to Blockbuster changing the policy on "No Late Fees". I have now dealt with two issues within a month's time.

Recently, since the beginning of October, I had returned a dvd that was "late". Either way, it was returned and I was told that it was not in. After searching the entire store, they finally found the "lost" dvd. They had slipped it into a section that was considered to now be owned (after paying the dvd owner fee of $24.40). The dvd was returned one of the many copies it had. I still had to pay the ownership fee and now own a dvd that was orginally returned to the store.

Secondly, I received a call from Blockbuster saying that I had late dvds. I rent the dvds the same day I had supposedly never returned the last dvd. I returned those dvds two or three days after renting them out. I went into the store tonight and complained. The person at the counter wrote down the numbers and searched for them throughout the store. She found them both and took both late movies off.

She was very polite about it. But, now, after dealing with issues twice of "late" movies, I have decided to end my membership and make sure that this does not happen to anyone else I know, or they know.

So maybe now, Blockbuster's slogan should be "No Late Fees, now Own the Movie".

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James
, US
Jul 16, 2009 2:55 pm EDT

I went to return a game on the 2 out and 2 in thing and the manger said i needed a valid card on file because they cant charge my account and i said i am payed up to the 11 of next month she then started to mouth off to me and saying stuff to me i said i want the number to the corapation and she kept goin on i said shut the ###up and just give me the number and she said what and i said agin shut the ###up and give me the number she state i was banned from the store for saying that and when i looked at the number it was the number for there not the corapation number which i never got my rental or my money back.

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Ssim
, US
Dec 02, 2009 9:44 am EST

I recieved a charge on my credit card for $19.01 in April, saying I had signed up for the online service and will be billed each month for this amount unless they decide to change the amount. It is at their decreation to make changes when ever you want. I contacted my credit card company to say I had not signed up for this account and please credit my account. I was later sent paperwork showing, Susan (My name is not Susan) had applied for the account using my credit card, her name and address. I can infact cancel this account at any time, but I do need an account number and password. Since I did not sign up for this account I have neither. They have responded with the fact that they cannot cancel this account because I do not have any athority to cancel since it is not in my name. However they seem to think they have athority to charge my charge account every month for $19.01. The report also showed there had never been any activity on this accound. How this happened I do not know but I do intend to correct it.

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1:15 pm EDT

Blockbuster manger wont' rent movies - can't work computer system

I went today to rent a movie at store # 92457 at 2616 S. Voss, Houston TX 77057. I have rented several movies there before. On a previous receipt I have from renting movies on 08/04/09 it has a customer # and my name is listed on the receipt just as it is on my drivers license.I rented several movies in August using my driver’s license. Today, the Manager there, Flipia, would not rent a movie to me, because she said I was not in the system and I may have been renting movies under another name. All movies I rented were under my name, and keep in mind, the name, my name as on my driver's license is listed on my receipts which I have. I don't appreciate Blockbuster's refusal to rent movies based solely on one of thier manager's inability to work a computer system and bring up a customer's account. Her inability to do her job is the company's responsibility not the customer's and it is outrageous that she blamed her inability to work the computer and pull up my account on me by saying that I may have been renting under someone else's name. Blockbuster's allowed thier manager to refuse to serve me because she cannot work a computer. There is still a movie I would like to rent but I can't because they have an incompetent Manager that can't bring up customers accounts. Also no one at store # 92457 had this issue before. I asked if I had a late fee because if I do, I want to take care of it but she can't tell me that as Flipia insist I havn’t rented any movies from Blockbusters in the last 90 days which is of course untrue.

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Melissa L
?, US
Aug 22, 2009 2:14 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

Why not just try back a different time, the manager can't be there 24/7!

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dlakers
Davenport, US
Aug 22, 2009 1:29 pm EDT

So she couldnt find you in the system. Maybe you just got deleted somehow. Did you you ever take two seconds to think maybe that happend. These things happen. She knows how to work the computer the computer system. YOU are just not there. I understand you were but for whatever reason you are not there now. And how could you have a late fee when they do not charge for late fees. And why not just sign up for a new account if you want this movie soooooo bad. It takes two minutes. Quit being an ### and everything will run much smoother.

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10:50 pm EDT
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Blockbuster late fee

I have been renting videos and games from Blockbusters for years. Oddly, I have noticed they consistently tell me that I owe late fees. The last time that I rented a movie, I turned the movie in four hours before it was due. This evening, I went in to rent a game and sure enough, they told me that I owed a late fee! I asked what it was for and they told me that I rented "The Curious Case of Benjamin Buttons" and it was due at 7:30 however it was checked in at 7:36." This was absurd and I refused to pay the late fee. They failed to check it in, yet charged me a late fee. I can only speculate this is how they are making there money. I will NEVER rent from Blockbuster again. Yes, it was only $5.00 late fee, however they were wrong and did not even attempt to resolve it. Beware of the time when you drop off your movie or you could be the next victim.

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BOYCOTT BLOCKBUSTER
Calgary, CA
Sep 25, 2009 9:38 pm EDT

Yes - same thing has happened to us. Blockbuster claims rentals were returned late - checked in later than the time they were returned. After it happened the first time, we were diligent about returning rentals ON TIME, AHEAD OF TIME, and specifically handing the video to the clerk to be checked in..Unfortunately, even that wasn't enough! They once again claimed a rental was returned later (12 hours late) and at a time when we KNOW we didn't go out to return it!

I think it's a scam they are pulling on random customers! We walked out after the second time and vowed never to rent from Blockbuster again! BE AWARE!

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Blockbuster fraudulent company

I returned a video via the drop off box. I was then notified by the store that it had not been removed. I asked them to look for it on three different occasions. They claimed it was not in the store and they would charge my account for the full movie and restocking fee. My questions are why would they charge me full price for a used movie and then not take off the amount that I had paid to rent it. Why am I paying a restocking fee if they "don't have" the movie.

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SomeoneWhoWorksAndBuys
Ashland, US
Mar 22, 2010 10:58 pm EDT

You're probably just confused. You pay the restocking fee if you return it late, not if it's never returned. That, or the employee's confused. Also, are you CERTAIN you didn't return it to the wrong store (like Hollywood Video?) or put it in the garbage or something? (I've seen both happen before, so it's not impossible.)

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