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igniteice
August 6th, 2006, 08:29 PM
This is my Customer Type Tribute thread. It's basically a thread for venting about customers who are idiots. It's a tribute to them because, in the 2 years I worked at Blockbuster, I did meet a lot of individuals who were incredibly stupid, rude, arrogant, and so forth, but more so than the individuals, I remember their actions.

It wasn't just the things they said. It’s not just what they did. It was who they were. And you'll know exactly who I’m talking about.

Who crosses the line and pisses me off? Everyone, but these idiots below seem to find the “Do Not Push” button on me and they can’t keep their fingers off it!

Customers with giftcards and/or coupons that aren’t members but demand some kind of higher respect. These guys act like they’re coming in and doing us a favor by handing us a piece of paper that entitles them to two free hours of entertainment. They act like it’s the end of the world when they have to sign up for an account to use said coupon. And if we can’t accept it for whatever reason, they act like they want some kind of ‘reimbursement’ for the coupon, as if they’re actually losing something.

And who comes in with giftcards over $20? Always non-members. The higher the amount of the giftcard, the more bitchy they get. These guys always want your full attention so you can help them take advantage of additional promotions as well, so they don’t end up paying more than they have to. They don’t want to pay a few extra dollars over their giftcard, so they’ll skip a $12.99 title and replace it with a $9.99 title. They even dare to ask you, “When are you going to lower the price on this title?”

Then they come up to you and ask you if you have titles A through Z and what their prices are because they need to get the right combination so they don’t have to actually spend any of their own cash. When asked if they have a membership account to purchase the movies on, they lean in close and say, “Actually, I live closer to Hollywood, I just got this giftcard from a friend, so I’m here to use it up.” Thanks a lot, asshole.

And the customers with coupons that have expired, or aren’t good at this particular store, or aren’t valid yet, they always tell you they’ll be going to the competition now. They always make sure you know that they won’t be spending their “money” at your store. You stare confusingly at them trying to figure out if they actually know what the hell they just said. “What money?” They make sure to ask stupid as hell questions such as, “So this isn’t good then?” and make statements such as, “Well that’s bullshit! That’s a scam,” as if we ‘stole’ something from them and are frauds.

Customers who outright lie to you, then tell you to let them know if they are wrong, then when you actually prove they’re wrong, they insist they’re right. Case in point, a woman paid with a $5 bill the other night to my CSR. My CSR typed in $5, but the customer said she paid with a $20. My CSR called me over to open the register, without actually telling me anything about the situation except that “I forgot to give her the change back.” -- “Oh, okay,” is my usual response. Later my CSR tells me this customer told her she paid with a $20 but my CSR thinks it was a $5. I was in disbelief that my CSR would actually believe this lady, but my CSR was smart enough to print off a history right after and the woman said to call her if the the till was short. I told the CSR hours before I counted it down that it would be. And it was. So my CSR leaves a message on the woman’s answering machine to come give us our $15 back. The woman comes in the next day and pays us the $15 she basically stole from us and then tells us, “I know I paid with a $20!” What the hell?

Here’s to all the ‘Conspiracy Theorists’ and ‘Paranoid-as-Hell’ customers who are uptight as hell about giving out any information. “Why do you need my... [driver’s license number, credit card number, birthdate, phone number]?” These guys are never just renting 1 movie though. They’ve always got a stack of about 4-6+ DVDs. And they’re always New Release or a mix of high-renting BSI titles and 2-day rentals. They like to make wild accusations about how we’ll fraudently use their credit cards. They always ask who has access to them and they act like they know our systems better than we do. They also like to state that “anyone has access to” their credit cards, as if implying we’re hooked up to the internet or something. They older the customer is, the more likely they’ll say something like, “what if a hacker gets at my credit card.” If they’re younger, they say things like, “I’m not giving you my credit card though because I don’t want it on file so you can charge it whenever you want.”

One guy actually read the terms and conditions on the membership form and said he wasn’t going to sign up then. He obviously read the part about being charged for unpaid late fees and unreturned movies. Oh, that’s great, we don’t WANT you to rent from us then you asshole. They always take their membership form with them too. As if they’re thinking, “Well, I just wrote my credit card down – if I don’t take my form with me, they’ll obviously STEAL it!”

The abandoned/unknown son/daughter... they give you a membership card to their “parents” account. You always have to add the account to the system because it’s always been signed up at another store. There’s like 3-4 people listed on the account, but not them. And then they tell you, “Oh, I’m his/her son/daughter, they sent me to rent some movies.” “Oh yeah? I’ll just call the number on the account then and get the OKAY.” Phone number is disconnected. “Whater, we’ll just go to Hollywood!”

The guessing game also comes into play with these idiots... “I think my dad has an account,” “Don’t you have an account?” “Yeah but it’s in [insert furthest store location possible.] (I’m serious – if you’re in New York, they’ll say they have an account in California and vice versa.) It can go on for minutes as this group of 4-5 try to figure out how they’re going to be renting movies. Occasionally they stop talking amongst each other and they ask you to look up an account. “Got ID?” -- “Well, no...” -- “Okay, out of luck then.” Sometimes they try to lie about who they are too. I love this part especially...

Me: So your name is?
C: Jennifer
Me: So this is your account?
C: Yeah...
Me: Okay I need to update the credit card on file.
C: Well, actually, I’m Tiffany, Jennifer is my mom.
Me: Yeah, I know.

Here’s to you Mr. “Can I pay that next time?” You come in here and we bring up your account and I come all the way over to restore it for my CSR and I tell you it’s been on hold for 180+ days and you scream, “What FOR?” I tell you the total – it’ll range from $4 to $60 and you say, “Well, can I just take care of that next time?” Unbelievable.

Here’s to you Mr. “I shouldn’t be charged for THAT!” I had a guy return a movie missing the disc and he brings the disc in 2 weeks later and says, “I shouldn’t be charged for that, I returned the movie.” -- “No, uh, you returned the case, you just BROUGHT in the disc.” Then this asshole actually checks out from my CSR and tries to ask her to pay it next time. But you know what – I’m one step ahead of these guys. After I checked in the movie, first thing I did was bring up the account and hit PAY ON NEXT VISIT.

Nice try though.

Here's to you Mr. "I know why they did that..." These bastards always want to tell you why we've changed a policy. They always pull things out of thin air and after they tell their wife and kids, they turn to you and say, "How's that working out for you guys anyway?" Sometimes these guys like to throw some insults (towards the policies) at you and then they'll say, "I'm just kidding around," as if they hurt your feelings by telling you that a policy sucks. "Okay?"


I'll give some other people a chance to respond... I could go on FOREVER. These idiots swarm into the store EVERY DAY!

Please don't reply to this thread without actually contributing something useful.

zooworker
August 6th, 2006, 08:35 PM
Nice Vent. Understand everything you said. Been there many times

sar94pga
August 6th, 2006, 08:40 PM
i love you. thats useful :)

TopSeller
August 6th, 2006, 08:43 PM
give us a chance to respond? How about give yourself a chance to take a breath. Sounds like you don't understand that this just is CUSTOMER SERVICE...and maybe you should work at Blockbuster is you don't want to deal with the general public. I do agree that people do get more and more dumb as time goes by, but that is what you are paid to take care of...especially if you are a manager. Get over it,....and yourself!!!

zooworker
August 6th, 2006, 08:48 PM
give us a chance to respond? How about give yourself a chance to take a breath. Sounds like you don't understand that this just is CUSTOMER SERVICE...and maybe you should work at Blockbuster is you don't want to deal with the general public. I do agree that people do get more and more dumb as time goes by, but that is what you are paid to take care of...especially if you are a manager. Get over it,....and yourself!!!Hey, he was just venting. We all have a bad day sometimes. And we all have these problems. Just Chill.....:cool:

sar94pga
August 6th, 2006, 08:49 PM
give us a chance to respond? How about give yourself a chance to take a breath. Sounds like you don't understand that this just is CUSTOMER SERVICE...and maybe you should work at Blockbuster is you don't want to deal with the general public. I do agree that people do get more and more dumb as time goes by, but that is what you are paid to take care of...especially if you are a manager. Get over it,....and yourself!!!

how about this instead? fuck off you useless tool. ***kisses***

hey ice, was that useful? :D :D

OzMan
August 6th, 2006, 08:51 PM
i love you. thats useful :)

As was that. You do realise that Ice is going to have an aneurysm when he sees you two SPAMMING his thread, don't you??:D


give us a chance to respond? How about give yourself a chance to take a breath. Sounds like you don't understand that this just is CUSTOMER SERVICE...and maybe you should work at Blockbuster is you don't want to deal with the general public. I do agree that people do get more and more dumb as time goes by, but that is what you are paid to take care of...especially if you are a manager. Get over it,....and yourself!!!


Oh, this should be good. Who's turn is it with the popcorn??

zooworker
August 6th, 2006, 08:54 PM
As was that. You do realise that Ice is going to have an aneurysm when he sees you two SPAMMING his thread, don't you??:D





Oh, this should be good. Who's turn is it with the popcorn??
I think it's Sar's

rk237
August 6th, 2006, 09:08 PM
How about rich/famous assholes? Even if you're on national TV or in movies, you still need to have your fucking card or your fucking ID to rent because not every employee is always going to recognize you. I can't mention names of course, but jesus, these people can get high on themselves sometimes.

Idiotsaroundme
August 6th, 2006, 09:12 PM
people who want to open an account 3 mins till close realy irk me

sar94pga
August 6th, 2006, 09:13 PM
the asshole movie pass customer that puts his/her returns in the drop box, and then you have to dig them out to check them in while the customer gets irritated that it is taking so long for them to get checked out.

the customer that comes up and askes you if the new copy of V for Vendetta with the 21.99 price sticker on it is included in the 4 for 20 sale....

zooworker
August 6th, 2006, 09:16 PM
people who want to open an account 3 mins till close realy irk me
15 min to close and the new account till is shut down SORRY FOLKS.
I hate it when a customer comes in late and walks around for 30 minutes, comes up to the counter and wants to open ancount. "sorry that computer is shut down because we are closing" My god people we want to go home, don't come in right at closing. That's what closing time is there for.

Idiotsaroundme
August 6th, 2006, 09:21 PM
how about the fucking idiots who come up with a backer card and ask if we have that title. I can understand if the movie has some long forign title but why the fuck can you not rember DOOM for the 2 mins it takes you to walk from D to the register!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! !!

Angry
August 6th, 2006, 09:23 PM
I hate the people who bang on the windows after close, point at their watches, hold their cellphones up to the window, or complain through the drop box slot that we closed early. I particularly hate the people who try and sneak through the exit door when we're checking out the last person of the night. Seriously, it's a damn video store-cut your losses and come back tomorrow. I would never cause a scene when a store closes. Everyone thinks their entitled to what they want RIGHT THIS SECOND-this mentality is sickening.

zooworker
August 6th, 2006, 09:24 PM
how about the fucking idiots who come up with a backer card and ask if we have that title. I can understand if the movie has some long forign title but why the fuck can you not rember DOOM for the 2 mins it takes you to walk from D to the register!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! !!
It's called Idiotsaround me:D

Angry
August 6th, 2006, 09:25 PM
how about the fucking idiots who come up with a backer card and ask if we have that title. I can understand if the movie has some long forign title but why the fuck can you not rember DOOM for the 2 mins it takes you to walk from D to the register!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! !!

I agree with that one. I love when they try to take off and leave it up at the counter for you to put back.

Idiotsaroundme
August 6th, 2006, 09:36 PM
Assholes who think that block buster is a good place to leave there bratty little kids while they go to the stop and shop next door!!!

igniteice
August 6th, 2006, 09:43 PM
Removed by me.

Idiotsaroundme
August 6th, 2006, 09:46 PM
but the "customer" is always right!

zooworker
August 6th, 2006, 09:50 PM
but the "customer" is always right!
Fuck That...............do you remember this thread you started?
http://www.ihateblockbuster.com/forum/showthread.php?t=5633

Idiotsaroundme
August 6th, 2006, 09:56 PM
no not realy. That was before i figured out what this site actualy was. If you wanna hate me thats fine but id rather let by gones be by gones

csb
August 6th, 2006, 10:04 PM
How about the kind of people who think they are entitled to something becuase they look good. From the kind of girls who lean over the counter and push their arms together to the girl who said (not verbetim) "I'm cute, so does that mean I get a free rental?"

OzMan
August 6th, 2006, 10:12 PM
the girl who said (not verbetim) "I'm cute, so does that mean I get a free rental?"


That's when you say (not verbatim) "No, but that does mean you can suck my dick" ;)

sar94pga
August 6th, 2006, 10:14 PM
That's when you say (not verbatim) "No, but that does mean you can suck my dick" ;)

ozzie honey, we dont work where you work. we cant do those kinds of things on the sales floor. ;)

Thrash767
August 7th, 2006, 12:36 AM
the customer that comes up and askes you if the new copy of V for Vendetta with the 21.99 price sticker on it is included in the 4 for 20 sale....


Ugh. I had a lady tonight that did that. She sees our 4/20 bin that is near the POS, sees one movie she likes and decides to go over to the PRP section to look for kids movies for her 4 year old or whatever. Comes back with 3 new movies. I inform her it's only on pre-viewed titles and showed her the different price stickers so she would pick right ones next time. She comes back with 3 more new movies. I show her again, this time I walk over with her and show her where the PRP section ends and where the new retail begins. Comes back again, 3 new movies. Then she gets pissed at me and says that she doesn't want anything and leaves.

brantheman
August 7th, 2006, 01:15 AM
Hehehehe. I <3 you like woah, igniteice.

....in a manly kind of way.....:cool:

Anyway....


When a customer waits in a pretty long line, finally gets to your register, and hands you three backer-cards and asks, "Do you have any of these?" or "I'll take these, please". Are you fucking stupid? First of all, do you think that we just hold all the DVD's in the back and just wait for customers to bring the cards in? The cards aren't a fucking voucher! Secondly, we don't keep the fucking discs in the card so quit acting like a tard. Blah.


When a customer lets you ring up their movies, drinks, candy, popcorn, etc., and then busts out a gift card when you tell them their total. When you ask how much is on it, they say, "Oh, like 20/50/etc..". You do a GBAL on it and it comes up EMPTY. You tell them, and they swear up and down that they had fifty dollars on it and had just bought it last week. No. You lie. It doesn't work that way. Then of course, you have to void every single of one those items back. And for the record, we're not going to put money on gift cards that we just set out in the open for you to grab. Do you really think we're that stupid? Stop stealing empty giftcards. We hate you.


When a customer brings you 4 PRP that are all priced at 12.99 or 14.99, and wants them 4 for 20. You tell them how it works, and they complain and say we are mis-advertising.


When they come up to the register and hand you three movies and say, "We don't want these.". Okay? Then put them back, shit head.


When the teenagers (who, of course, are not listed on their parents accounts) say, "You can call my mom if you want, the number is-" and just get pissed of and say they'll be going to Hollywood when I tell them that their parent would have to physically come into the store to add them. God, I can't wait for summer to be over so these fuckers go back to school.


:rolleyes:

igniteice
August 7th, 2006, 06:55 AM
I got seven minutes to spare so here goes... few solid additions there bran - especially number four. In fact, number four deserves a tribute.

So here's to you Mr. "Have you seen any of these five movies? We just want one of them." Thanks for bringing up all of this week's and last week's New Releases and showing us the front covers instead of just telling us the titles. We, as employees, especially need the artwork to match the title, to know if we've seen it. Oh, but you think, I do need to bring them all up, because I could end up with any one of them. No dude. It's like a 30 second walk to go back and get whatever the hell I suggest. Why are you listening to me anyway - anytime I suggest something, you've already seen it!

So here's to you Mr. "I need a good movie recommendation." Don't ask me that and then say, "I've seen it" to over 20 movies I proceed to list off. Then, you walk out of the store and say, "Well, better luck next time." What the hell does that mean? You'll undoubtedly come in on tuesday and claim you've seen these new releases too. Let me guess, you went to them in the theater? You saw them with a friend? Oh boy, and I love the customers who stand in line and talk about seeing movies in advance. You know who I'm talking about...

Me: Total is $8.71.
C: Yeah, so my friend downloaded Pirates 2, watched that the other night.
Me: Uh, the total is $8.71 for these two movies.
C: Oh, right, sorry; I already gave you my card.
Me: Uh, no you didn't man.
C: Oh, right, here it is.

And here's to the idiots who come up with 6 DVDs and tell me, "We ended up not wanting any of these." Then they just hand them to me and walk out - and the worst part is, I'd be more okay with this if it was a joke. Instead, these idiots are actually serious. They spend 20 minutes walking around, picking up anything that looks decent, and then bringing it up to the front just to NOT get it. Then they come back next weekend on their next date. Idiots!

Then afterward, you look across the New Release wall, and these idiots have DESTROYED it. There's movies all over the place. Nothing is in order - they litterally tore through it. And you know it was them because these idiots come in at like 10pm after you've straightened and they're the only ones who COULD have done it. You wondered what the hell that shuffling of movies was all throughout the last half hour.

Even worse are the idiots who DON'T hand you the six movies before they leave! Instead, they've picked up Wolf Creek, V for Vendetta, She's the Man, Sin City, and Mr. and Mrs. Smith and just stacked them all by Benchwarmers. You idiots... or vice versa, it's always movies from the other side of the store. What the hell? Is it some kind of workout for these idiots? Come in, pick up some movies, go to other side of store and drop them off? What the hell? I can't explain the stupidity that flies around!

OzMan
August 7th, 2006, 07:52 AM
I got two:

The first requires a bit of set-up. My very first store was rather small, and had one rack in the middle (for the first few months) and everything on the walls.

We'd have people come in and just walk around the store. I called them the "Lappers" cause it was like they were running laps.

One night, guy comes in 15 minutes before close. (Keep in mind I own the store, and will stay open later.... hey, someone spending $10 after hours is $10 directly into MY pocket... well, more or less). A half-hour later, he says "Oh, you'll be closing soon, won't you?" Yeah, about 15 minutes ago. "Oh" he says "then I won't keep you"

So I figure he's going to hurry up and get his movies.

15 minutes later, he leave....... EMPTY HANDED!!!!!!!

Then there are the ones (or sometimes it's mothers who seem PROUD of this fact) that claim to have as many movies as your store does. Look, this is a business. Having that many movies on your bedroom walls is NOT SOMETHING TO BE PROUD OF, M'KAY??

Then there are the ones I mentioned before, the social butterflies. You know the ones, they stand right there in front of the counter, talking to their neighbour (who they greet like the brother they havn't seen in 20 YEARS, even tho they see each other every day). I've often wanted to tell them we have a 2-drink minimum.

Finally, are the ones that RUIN a movie for you. I know this might come as a shock to some BBI employees out there, but I actually ENJOY watching movies. More than once, a customer starts telling me about the movie, and TELLS ME THE ENDING. Yeah, thanks, now I don't need to worry about watching THAT movie now, do I??

I think I actually ended up with 4, but I originally was only going to post 2. Consider this a bonus. More of a bonus than you'll get from Antioco, that's for sure;)

Idiotsaroundme
August 7th, 2006, 07:55 AM
IF i hear another broke butt mountain joke im gonna strangle some one.

rk237
August 7th, 2006, 08:19 AM
they stand right there in front of the counter, talking to their neighbour (who they greet like the brother they havn't seen in 20 YEARS, even tho they see each other every day).

Good call Oz. These people are retarded -- and it always happened right in front of the counter. "How is Jimmy?" -- "Oh he is off to Berkeley next week.." -- "Oh, empty nest for you. How is Sarah?" -- "She just got her license. . . blah blah . . "

Die. Or Move. But die, please.

coldie
August 7th, 2006, 08:38 AM
The "Mellanie Bellamy" type. You may ask, "What is a Mellanie Bellamy?" Well, a Mellanie Bellamy is an obnoxiously loud black woman from age 20 to 50, who think they are entitled to the world, and that it rotates around them (while some, for their size, I wouldn't be surprised if they begin to have their own gravitational pull with orbiting bags of Fritos). They have an attitude when things don't go their way. Very common in the southeast. These are the same ones you see yelling at each other in a Wal-mart parking lot because it would take too long to walk over to their friend and have a normal conversation. Conversation usually amounts to:

A: HAY GURRRL! HOW'S YOU?
B: GURRRRRRRL, I'M STRAIGHT, SUP?
A: HOW MAQUISHNA DOIN?
B: SHE DOIN FINE.


Mr. "What's your 1-800 number?" Some lady last night exploded because our defective PPG game policy doesn't cover games that don't come with instruction manuals. She was a "Mellanie" exclaiming "WELL DAT AIN'T WRITTEN NOWHERE, I WANT YOUR NAME AND THE 1-800 NUMBAH, GARR!!" I hand her receipt and show her our long distance regional number and my name. $10 says she won't call as soon as she notices it's a long distance number. These people expect us to bend over and take their will in the ass as soon as they threaten the mighty regional number. Policy is policy, and they're going to tell you the same thing.

The real thing that pissed me off was I let her have an exchange just this once for equal value of another game, and said this is the last time now knowing what I've told her. She still wasn't happy and just had to ask for the number.

johnlow71
August 7th, 2006, 08:49 AM
looks good, busy now but will read later. good thread.

Kool-Aid Man
August 7th, 2006, 01:04 PM
Here are the customers who get my goat:

*Y'know how we're required to ask for identification at all times? We just got two new workers who we're still training, & they're still getting used to procedure. Of course they ask for photo ID, like we're SUPPOSED to. Then they have to deal with the pissy-ass customers who are all, "Why are you asking for my ID? I've never been asked for my ID before!" & act all offended by a simple request. It's like, why are they making such a big deal about it? It's just photo ID. So you might have to rifle through your purse over it. Big deal. I made that mistake my first few weeks at our store, & a customer actually went to my manager and complained about me for asking for ID! My manager bitched at me, & all I could say is, "All I did was ask for photo ID, like I'm supposed to. Why am I getting in trouble for doing what's right?" THAT shut her up.

*On a related note...if you want your kid to rent out on your account, why don't you just ADD them to the account? I'm not going to let them rent out if they're not on there, & don't act all pissed off when I call you up asking for permission to let your kid rent out.

*Online coupons, & our district managers hate the online coupon concept, too. The customer just can't spend money in the store, but they HAVE to use that online coupon anyway. I got into it with a customer who is notorious for using multiple online coupons that they just print double of on the computer. There were various warnings on this person's account not to redeem multiple online coupons. I had to tell the customer (NOT the account holder, but the account holder's KID) that the other one was invalid because it's the same number on the original. His mom came in & bitched about it. I printed out the customer history for our district manager & told the customer to come talk to her about it.

*The senior citizens who bitch about how we never get VHS tapes in to rent out anymore. I've explained a few dozen times that VHS is getting phased out in favor of DVD. And here is the usual argument that ensues:
Senior customer: Well, I can't watch a DVD on my VCR.
Me: Then you might have to upgrade to a DVD player.
SC: But I have all of these tapes!
M: They make DVDs with VCRs attached to them, so you don't have to not watch the VHS tapes anymore.
SC: But I can't operate a DVD player!
M: It's no different from operating a VCR. Just press play & skip forward or skip backward, & you don't have to wait forever for it to rewind.
SC: But they're so expensive!
M: They're not so expensive anymore. Prices on DVD players have dropped significantly from how expensive they were about five years ago due to high demand for them. I got mine for about $40 from Target. (I didn't mention this was the day after Thanksgiving when I nearly got trampled for said $40 DVD player, though...)
SC: I just don't understand why they want to phase out VHS.
M: It costs less money to produce a DVD than a regular videotape anymore.

*Plus, our store (plus all of the others in our region) buckled & went back to late fees for all two-day rentals & videogames. We have been informing our customers about this since May. We instigated the late fees as of June 12th. We had warning signs on the front door & by the registers, we were even informing customers on late calls. Our district manager told us we'd give the first two weeks of late fees a fair warning--just take off the late fee & remind the customer that they'd have to pay the next late fee if they got one. We are STILL getting customers bitching that they were never informed. It is AUGUST, people! I will half a late fee, but I won't take it off entirely.

*The customers that assume that since I work at a video store, I MUST'VE seen everything there is in the store, & can tell you what's good & what's not. Here's a little shocker: I have a life outside of work. When I go home, I have a brother I help take care of, I have cleaning to do, I have cooking to do, & come the end of this month, I go back to college. MAYBE I'll have a little time off to watch one of the new releases. I don't devote the rest of my time off of work to watch everything under the sun.

*I have quite a few regular customers who will bend over the counter & just root through the movies that haven't been ran back to the shelves yet. I absolutely HATE this--it's just being rude, in my opinion, like THEY get first pick. They could just ask, but they don't. One of these regulars has a little 4-year-old girl who is starting to pick up on the habit, & THAT pisses me off.

*Our store has the policy that we can hold a movie for a customer for about two hours if they call up & ask for it & it's in. We do not--I repeat--DO NOT have a waiting list. Never have, never will. Every Tuesday when new releases come out, there's always one of each held aside for a certain customer when I come in to open. This pisses me off. Not only do the new releases go super-quickly, but this means there's always one left when the others come in & ask for...say The Shaggy Dog. (for example), & I can't rent it out to them because it's on hold. This particular customer won't come in till Wednesday or Thursday after the new releases come out. I say, if I have a customer come in & they have money in their hand wanting to rent it out & it's in, I will rent it out to them on a first-come, first-serve basis.

*"Can I pay for the movie next time I come in?" Uh, NO. Do you go to McDonald's, order your burger then tell them "Can I pay next time I come in?" And do they let you do so? No? Then not here, either. You can wait till next visit to pay a late fee, but not for your rental.

There. Those are my rants.

sar94pga
August 7th, 2006, 04:44 PM
**okay, had this one today. and i probably will have a complaint waiting for me when i get in tomorrow.

Here's to the assholes who come in the store talking on their cell phones, ignore our greeting, proceed to shop and talk at the same time, then come up to the registar still chatting on the phone. they set down the rentals on the counter, and carry on with their converstation. and get pissy when you don't wait on them.

this idoit. i swear. had 2 rentals, set them down on the counter, and proceeded to pace around my queueing line and talk on the phone. naturally i thought he was still looking, so i continued on with paperwork. then the phone rang, it was a fellow sm from another store, so i chatted with her for a few minutes. as soon as i got on the phone, the kid looks at me, and sees his movies still sitting on the counter, un touched. then says, hey, can you ring me out please. i have been waiting for 5 minutes. I politely put my sm friend on hold and said to this punk ass kid. well, if you would get off the phone for 3 seconds so i can get your card and tell you your total and take your money, then, yeah, i can wait on you. if not, i will be over here, on the phone, when you are ready. kid throws his membership card and credit card at me and starts talking on the phone again. so, i ring up his movies. and i noticed it was a visa check card, and normally i will ask if they want debit or credit. and this time i did not, i ran it through as a visa. reciept pops up and i give him the copy to sign with a pen. he throws a temper tantrum and says i don't do it as a credit. you just cost me 2.00 for doing it as a credit.
I said, again, you were on the phone. sign it, here are your copies, due date is on the reciept and have a nice day......

kid signs it and flips me off as he walked out the door.......still on the phone.

brantheman
August 7th, 2006, 05:11 PM
**okay, had this one today. and i probably will have a complaint waiting for me when i get in tomorrow.

Here's to the assholes who come in the store talking on their cell phones, ignore our greeting, proceed to shop and talk at the same time, then come up to the registar still chatting on the phone. they set down the rentals on the counter, and carry on with their converstation. and get pissy when you don't wait on them.

this idoit. i swear. had 2 rentals, set them down on the counter, and proceeded to pace around my queueing line and talk on the phone. naturally i thought he was still looking, so i continued on with paperwork. then the phone rang, it was a fellow sm from another store, so i chatted with her for a few minutes. as soon as i got on the phone, the kid looks at me, and sees his movies still sitting on the counter, un touched. then says, hey, can you ring me out please. i have been waiting for 5 minutes. I politely put my sm friend on hold and said to this punk ass kid. well, if you would get off the phone for 3 seconds so i can get your card and tell you your total and take your money, then, yeah, i can wait on you. if not, i will be over here, on the phone, when you are ready. kid throws his membership card and credit card at me and starts talking on the phone again. so, i ring up his movies. and i noticed it was a visa check card, and normally i will ask if they want debit or credit. and this time i did not, i ran it through as a visa. reciept pops up and i give him the copy to sign with a pen. he throws a temper tantrum and says i don't do it as a credit. you just cost me 2.00 for doing it as a credit.
I said, again, you were on the phone. sign it, here are your copies, due date is on the reciept and have a nice day......

kid signs it and flips me off as he walked out the door.......still on the phone.

I hate those fuckers!

And when you try and communicate them during the transaction (telling them their due dates, total, etc), they tell the person on the other end of the line, Ugh, hang on, the movie guy needs something". Go fuck yourself :D

OzMan
August 7th, 2006, 05:11 PM
[LIST]
The "Mellanie Bellamy" type. You may ask, "What is a Mellanie Bellamy?" Well, a Mellanie Bellamy is an obnoxiously loud black woman from age 20 to 50, who think they are entitled to the world, and that it rotates around them (while some, for their size, I wouldn't be surprised if they begin to have their own gravitational pull with orbiting bags of Fritos). They have an attitude when things don't go their way. Very common in the southeast.


I happened to be in the store one time when Mellanie Bellamy came in with her entire entorage. They proceeded to wreck the store. She parked in the fire lane, and when the cop was writing the ticket (and she went out to scream at him), he noticed the expired registration. I have the feeling that he would have let her go with a warning, but as I said, she was screaming at him. We all (customers and employees) in the store had a great laugh as her car was towed away.

And I have said it before: When people are in my store and don't have ANY ID, I am so tempted to call one of my friends on the local police force, and have them stopped on the way home. Perhaps THAT would get them in the habit of carrying their drivers licence.

brantheman
August 7th, 2006, 05:16 PM
So i've got one...it's a little different, but, well....

Okay, i'm a smoker. The only time I smoke at work is if i'm clocked out, taking out the trash, or something like that. At my store, we're asked that if we smoke, to smoke on the far corner of the store, since it's in a strip and I can't really go "behind" the building. This is something that seems to happen EVERY TIME:

I'm on my lunch break. I'm sitting on the curb having a cigarette, far, far away from the couple of vehicles in our lot. There are dozens of parking spots open IN FRONT OF THE STORE, and a man in a van slows down near where i'm sitting and just stares at me until I get up and move so that he can park in the spot where i'm sitting. You would think he would want a spot directly in front of the store, but nope.

wicked mistress
August 7th, 2006, 05:43 PM
Where to begin:

*Like the above rant I HATE fucktards that stroll up to my counter waiting to be checked out and yet they stand there yappin' away on their cell phones, so therefore I feel like I'm intruding on THEIR conversation when I have to tell them their total and due dates. I'm at the point where if they're pullin' that shit I don't even talk to them. I just wait until they ask me the total and them I throw their shit on the counter. No due dates being spoken.

*I seriously want to kick people in the groin who act totally ignorant when they walk into our store and STILL don't know where our inside dropbox is located. It doesn't matter if they come in every week or even every 6 months - how do you forget that as soon as you walk in the door it's directly to your right hand side, at thigh-level, with a big gapping hole that states MOVIE DROP BOX. Instead they just walk in with their 6 movies, stand there, look around for assistance, then when they look at me and I figure out what's going on I point and make them feel like the ass that they are.
The worst is when they don't even ATTEMPT to locate the hole, they just place their movies on the counter. Of course the thought never crosses their mind how unorganized and cluttered our counters would be if EVERYONE did that.

*I believe that because of the idiots who continue to rumage through my dropboxes we, as employees, should be allowed to having small machetes sticking out of a block of wood behind the counter so that everytime I noticed someone bending over in my box I fling that shit at them and hopefully catch them in the throat.
Instead I can only treat them like a 5 year old and loudly yell throughout the store, "EXCUSE ME! COULD YOU PLEASE GET OUT OF DROP BOX! IF YOU NEED SOMETHING ANY OF THE EMPLOYEES WOULD BE MORE THAN HAPPY TO GET IT FOR YOU!"...as everyone else stands around staring at them and their stupidity.

*To me this is more than just being rude, its taking advantage of people.
With my store and our employees we have about 2-3 customers who are extremely frequent with us. They come in every week, if not 2-3 times a week. And because of the fact that they come in so often, that we all know them on a first name basis, and (sometimes) enjoy their company in polite chit-chat I still consider it a slap in the face when they prance on in the store, demand us to stop everything we're doing to look up whatever they want us to, taking the liberty to look throughout dropboxes, asking us to hold shit that shouldn't even be held, coming behind our counters to get something they want, etc.
I don't care HOW often they spend money at our store or how nice they are, don't EVER believe for one minute that you are better than any other customer that prances through those doors. Unless I give you the right or I allow things to change in your favor, don't ask me to hold pre-releases, be patient when we are already involved in a task, stay the FUCK out of our dropboxs, and be aware of the invisible barrier between where employees can go and you can't.

*This last one has to be right up there in my top 5 - I usually watch movies that most people don't and therefore back in my "newbie" days of spouting of reviews for movies and then people coming back spewing forth their obvious distaste in them I have since stopped.
I depsise lazy-ass, unintelligent individuals (which includes most customers) who come up to me and ask how a movie is. I tell them that I don't give reviews 'cause no one likes what I do (except for a select few) and that they should take control over their entertainment and choose for themselves on what to rent instead following the rest of the sheep.
Now I just act like I don't watch any movies. That shuts them up.

*This is for the people that live under a rock. WE HAVE NO MORE LATE FEES!
To this day I STILL have people rushing in around noon to make sure that "their movies are returned on time!".:rolleyes:

zooworker
August 7th, 2006, 06:20 PM
I guess you are still calling the cops on them. :D

OzMan
August 7th, 2006, 06:26 PM
The one thing that REALLY pisses me off??

You guessed it: customers that INSIST on signing their rental agreement or a cheque in RED INK!!! It's damned hard to read.

Then again, I also figure if it's in red ink, it's not worth reading, right??;)

sar94pga
August 7th, 2006, 06:55 PM
*i also hate the customers that put their movies in the drop box from outside, then come inside. why do they do that?

igniteice
August 7th, 2006, 07:13 PM
I've yet to have anyone go through my drop box. Ever. I'm positive it will never happen either. You'd have to make your way through the sensormatic and come behind the counter to even attempt to go through the drop box. It's just not easily accessable. Perhaps that's why no customers have ventured there...

So, mom, could you please shut your kids up? Okay, it's not enough that I have to listen to it - but other customers are beginning to stare at you and me now too. Kids are either crying, or whining, or yelling, or screaming, or they have that high pitched yelp. Or they're lost in the store and all you yell out is, "I'm over here." What the hell? Go over there and get your kid!

Oh, but I guess you're content with letting your kid go through my ice cream cooler. I guess you think it's 'cool' to go pick your kid up like a responsible parent and say to them, "Don't play in the ice cream cooler," but then leave the door open. What the hell?

And how about the parents who bring their five kids with them to rent? These kids are never a respectable age like 12-15 where they would at least stay in one place. These idiots are like 3-5 and they terrorize the store. And while they run around, the mother always yells things out like, "Come over here guys" but they never do, so she keeps yelling, and it's a cycle from hell.

How about the parent who has the son/daughter combo and one of the two gets to pick out a movie and the other doesn't so he/she throws a storm. "I want a movie!" I think one kid repeated that well over 50 times over a course of 15 minutes. It was a nightmare. Except, when he left, I did look at the current customer and say, "Apparently, the kid wanted a movie." Priceless.

Mrs. "You can override that." Well, occasionally a guy will bust out that line, but usually it's a woman. They always say it once they've asked all your CSRs who the manager is. They come over, "You're the manager?" - you nod - "Okay, so you can override this." It's credit this, refund that, exchange this...

Idiots who can't fill out a membership form right then waste my membership applications... wtf. "Oh, I wrong my birthdate in the wrong field, okay, let me start over." -- "Just keep going." -- "You sure?" -- "..."

And you all have that customer who thinks you HAVE to do an exchange for him. "Yeah, this movie didn't work, I'm going to need a different movie, I can't watch the same one." And you look at him, "We've been over this before... same titles only." -- And they say something stupid like, "Yeah, I'm going to need your supervisor's name." I LOVE that question now. I love when people ask for my manager. Because I know that if they're asking for my manager, it's because they don't agree with a policy that my manager has established and I carry out. Hey buddy, my manager will call you back tomorrow! Yeah, not today, tomorrow. Remember, tomorrow. You keep waiting for tomorrow and you'll get that call...

(P.S. I've yet to lose the waiting game with irate customers. I always outlast them. They give up after a few days trying to get ahold of someone. It's not that I prevent them from speaking with anyone, it's that my manager, my store owners, have better things to do then listen to these assholes complain about their own policies.)

Antithesys
August 7th, 2006, 07:38 PM
In regards to the complaints about people who bring movies they don't want up to the counter...I don't mind these people at all. Yes, it would be nice if they put them back where they found them. But it's a thousand times more considerate than just throwing them on the nearest shelf. You could fill a cart with the amount of "stray" we discover every morning (yes, morning, no one actually goes through the store at close). We have to run returns anyway, so when people bring things up all you have to do is toss them on the cart and run them with the returns.

zooworker
August 7th, 2006, 07:42 PM
Idiots who can't fill out a membership form right then waste my fucking membership applications... wtf. "Oh, I wrong my birthdate in the wrong field, okay, let me start over." -- "Just keep going." -- "You sure?" -- "...".)
Today I had one person go through 8 apps before he could get the birthdate part right. Damn what a waste and the kids who like to sit there and draw on about a dozen apps.:mad:
igniteice, you sound like you work in my store , damn you hit the nail on the head everytime. :cool:

igniteice
August 7th, 2006, 07:44 PM
In regards to the complaints about people who bring movies they don't want up to the counter...I don't mind these people at all. Yes, it would be nice if they put them back where they found them. But it's a thousand times more considerate than just throwing them on the nearest shelf. You could fill a cart with the amount of "stray" we discover every morning (yes, morning, no one actually goes through the store at close). We have to run returns anyway, so when people bring things up all you have to do is toss them on the cart and run them with the returns.

Laugh - I catch these idiots TRYING to put movies back sometimes and I just save them the trouble. Usually the customer is talking to his wife or something and they're like, "Oh, let's not get this one." And the wife says, "Okay, you put it back and I'll pay for this." The husband goes like HALF WAY and just drops it off. One time I actually made them go back and get it and put it in right spot. So from now on I just tell them I'll take it back.

How about the customers who try to take back movies you've already unlocked? These people really piss me off. They'll bring up some movies and tell you that they want to rent them. They get out their card and everything, you start unlocking them - once they're all unlocked, they say, "Wait, let me look at that one." I don't screw around though - I lock them all back up at that point.

More people I hate:

Groups of teenagers who have nothing better to do than come walk around Blockbuster. They never rent anything. They just walk around and make fun of the movies. They always say everything in this, "I can't believe they carry this movie" tone too. Usually on their way out, they say things like, "Is Wal-Mart still open?" and "When does [movie they'll never rent] come out?"

Customers who keep putting away everything they're going to be using in the next second! quit doing that you idiots! The man will take out his wallet like five or six times in a transaction - first he's gotta take his card out, then put the wallet away, then take it out to put the card back in. Then he takes it back out to get his credit card - puts it away - then takes it back out to put his credit card back in. Women do the same thing with their purses. They unload everything, load it back up, unload, repeat... JUST LEAVE EVERYTHING OUT DAMMIT!

You idiots WHO STEAL MY PENS! LEAVE THEM ON THE COUNTER DAMMIT! I finally got one that's attached to the counter, and idiots STILL try to put it in their purses and walk off with it. They're always like, "Oh, I do that out of habit." I'm going to be like, "What, stealing things?" one of these days.

Idiots who can't FOLLOW ME over to the membership area. You assholes tell me you need to start a new account. So I say follow me over here to fill out a membership form (under the sign that says "MEMBERSHIP SERVICES" and these idiots just stand there. Then they look over at me and give me this, "Me? Us? Are you pointing in my direction?" look. No, I'm talking to the invisible clown behind you. Yes you dammit, I just told you to FOLLOW me. And then these idiots come half way and stop at the second nearest counter, and I have to motion all over again... get the hell over here!

Customers who ask what they need to sign up an account and listen intently when I say "Driver's license and a credit card." They proceed to acknowledge the terms and conditions, as if they meet them. I even circle the driver's license and credit card fields on the membership form and restate they need to fill out both. Five minutes later, "I don't have a credit card though." No.helling.Way.

Two words: women. checks. It takes them FOREVER to fill this piece of paper out. Then, they don't give me the check until they've recorded it in their book. These morons always have 200+ rentals on their account too, so they clearly know that I GIVE THEM A RECEIPT.

Speaking of receipts, here's to you Mrs. "I'd like a receipt for these rentals." Excuse me, but, when the hell HAVEN'T you gotten a receipt? They always say it in this real uptight-as-hell voice... demeaning even. They think you're trying to rip them off or pull a fast one. I usually just say, "Yeah, you always get a receipt." But every time I hear someone request a receipt... sends shivers down my spine.

Assholes who want to cancel their accounts. You tell them you'll take care of it and they just stand there. You repeat yourself. They don't move. After a few seconds, you ask them what's up and they say, "Don't I get some kind of receipt that says it's deleted?" ... In fact, I had one of these morons today. She signs up for an account the other day to rent one movie. She returns it on time and then asks for the credit card to be removed from the account. (See 'conspiracy theoriest' type person in a previous reply.) I tell her I'll take care of it and she boldly states, "Well, don't I get some kind of receipt that tells me it's removed?"

But the absolute best story involving this type of person was the lady who wanted proof that her account was closed. She wasn't leaving until it was in written form. So I take this blank piece of paper, rip it in half, write, "Your account is closed" on it and hand it to her. She says, "It doesn't say Blockbuster on it." So I write "Blockbuster" on it and she flips out asking for some kind of "official" letter or something. It was hilarious. A priceless moment. Customers behind her were cracking up.

zooworker
August 7th, 2006, 07:53 PM
A sign over the counter would be nice "IF YOU DO NOT WANT THE MOVIE YOU CHOSE PLEASE LEAVE IT AT THE COUNTER" or " IF YOU CAN'T PUT THE MOVE BACK WHERE IT FUCKING BELONGS THEN LEAVE IT AT THE COUNTER"

OzMan
August 7th, 2006, 08:38 PM
You fucking bastards WHO STEAL MY PENS! Fucking LEAVE THEM ON THE COUNTER DAMMIT! I finally got one that's attached to the fucking counter, and idiots STILL try to put it in their purses and walk off with it. They're always like, "Oh, I do that out of habit." I'm going to be like, "What, stealing things?" one of these days.



That's why I had Dingo Video pens done up. I reckon, if you're going to steal my pen, you can at least advertise for me;)

Morbid Angel
August 7th, 2006, 09:50 PM
*The senior citizens who bitch about how we never get VHS tapes in to rent out anymore. I've explained a few dozen times that VHS is getting phased out in favor of DVD. And here is the usual argument that ensues:
Senior customer: Well, I can't watch a DVD on my VCR.
Me: Then you might have to upgrade to a DVD player.
SC: But I have all of these tapes!
M: They make DVDs with VCRs attached to them, so you don't have to not watch the VHS tapes anymore.
SC: But I can't operate a DVD player!
M: It's no different from operating a VCR. Just press play & skip forward or skip backward, & you don't have to wait forever for it to rewind.
SC: But they're so expensive!
M: They're not so expensive anymore. Prices on DVD players have dropped significantly from how expensive they were about five years ago due to high demand for them. I got mine for about $40 from Target. (I didn't mention this was the day after Thanksgiving when I nearly got trampled for said $40 DVD player, though...)
SC: I just don't understand why they want to phase out VHS.
M: It costs less money to produce a DVD than a regular videotape anymore.

Wow. You STILL have that problem? I dealt with some of that nonsense in late 2004/early 2005 when we finally phased out VHSuck entirely, but I don't hear so much as a peep from the technophobes these days. They've all pretty much excepted VHS is dead; in these parts anyhow.

The only valid complaint I've heard from the "VCR forevah!" crowd is DVDs get scratched. There's some truth to that, but 90% of rental DVDs will play just fine after a good cleaning is applied. The error-correction in most DVD players can deal with the scratches. Which is certainly better than watching some worn out old tape that's been run through the dirty VCRs of 70 rednecks. I've seen some tapes like that in the past and they were virtually unwatchable. You might as well be watching the movie with a pair of rabbit ears and tin foil 20 feet underground in the Alaskan wilderness..

I don't think the movie studios even produce VHS anymore, beyond some exercise and children's videos. Take a look at Amazon's VHS shop and check out what the top selling tape is. It's sure to get a laugh out of everyone here.

http://www.amazon.com/b/002-7439609-7555218?ie=UTF8&node=404272

brantheman
August 7th, 2006, 09:57 PM
The comment about the teenagers roaming the store reminding me of something that happened a few nights ago. Wasn't the first time, either.

A few teenagers, all guys, come up to the counter with a huge stack of movies and say, "The last name is _____".

Me: Okay. Do you have your card?
C: Uhh, no. It's my mom/dad's account.
Me: Okay, got an ID?
C: Yeah, yeah. *hands me license*
Me: *brings up parents account* Yeah, they don't have you listed.

So they argue with me back and forth for about two minutes with the whole "I've always been able to rent on their account!" bit or "Can I call them and let you talk to them?", blah blah blah. Once they finally get the point that i'm not renting to their shaggy haired, girl-pants wearing asses, they storm out the door and say loudly enough to be sure that you hear: LET'S GO TO HOLLYWOOD VIDEO! and Seriously dude Blockbusters gay lets go to Hollywood!. The door shuts behind them, they glare at me from outside as they get in their cars, I suppose looking for some kind of hurt in my eyes?

Hey, guess what?

NONE OF US GIVE A RATS ASS IF YOU GO TO HOLLYWOOD VIDEO! Do you think we go into the back and cry after you say that? Do you think we put on Dashboard Confessional and cut ourselves while moaning, "no.....nooo! Come back!".

No, we don't. Frankly, we'd prefer you go to Hollywood Video, and never come back.

zooworker
August 7th, 2006, 10:05 PM
And when they go to Hollywood Video they probably are not listed there also. Well their loss not ours. Because Their parents did it for a reason.

Thrash767
August 7th, 2006, 10:10 PM
One night I had a similar situation where the kid wasn't listed on his parents account. Since he and his friends were acting like douchebags, I didn't let him rent. He ended up buying the movies he wanted to rent from the PRP sale. It was fantastic.

Antithesys
August 7th, 2006, 10:20 PM
The comment about going in the back and putting on Dashboard Confessional and moaning reminded me of something that happened a few nights ago. Wasn't the first time, either.

brantheman
August 7th, 2006, 10:20 PM
Because Their parents did it for a reason.

Hehehe. And if they piss me off enough, that's my favorite comeback to them.

Teenager: But my brother/sister can rent! Why wouldn't I be on there, too?

Me: Dunno. There's probably a good reason, though.

Morbid Angel
August 7th, 2006, 10:20 PM
*The idiots who completely ignore the big, bright yellow "NEXT REGISTER PLEASE" display. It's bad enough when they come up to your register and bug you to help them find a copy of Police Academy because they don't know what section it's in, but the customers that really set me over the boiling point are the jackasses that set their movies on the counter, RIGHT OVER the Next Register Please sign and expect you to check them out! WTF?!

brantheman
August 7th, 2006, 10:22 PM
*The idiots who completely ignore the big, bright yellow "NEXT REGISTER PLEASE" display. It's bad enough when they come up to your register and bug you to help them find a copy of Police Academy because they don't know what section it's in, but the customers that really set me over the boiling point are the jackasses that set their movies on the counter, RIGHT OVER the Next Register Please sign and expect you to check them out! WTF?!

Or walk up to your register holding a stack of movies, standing directly in front of the sign, and say, "Are you open?"

coldie
August 7th, 2006, 10:29 PM
But the absolute best story involving this type of person was the lady who wanted proof that her account was closed. She wasn't leaving until it was in written form. So I take this blank piece of paper, rip it in half, write, "Your account is closed" on it and hand it to her. She says, "It doesn't say Blockbuster on it." So I write "Blockbuster" on it and she flips out asking for some kind of "official" letter or something. It was fucking hilarious. A priceless moment. Customers behind her were cracking up.

That's hilarious. I'd love an opportunity to do that.

manager-n-ayear
August 7th, 2006, 11:03 PM
*i also hate the customers that put their movies in the drop box from outside, then come inside. why do they do that?

Somtimes their movies are late. Their praying that we will not over look the late rental message :D . Some of our customers thinks our trash can is the outside drop box but it says "trash" :p

brantheman
August 7th, 2006, 11:08 PM
What I love is when you bring up their account, and they have two or three auto sales. But it's never one! It's always at LEAST two! So you have to look up what movie's they were, and ask them which drop box they used. See, you would think since they were coming inside, they'd use the inside drop box, which is MUCH EASIER to find things in since it's much smaller and less frequently used. But nope! They drop it in the outside box. And to top it off, the movies that auto sold were popular titles that there are SEVERAL of in the box, so you have to find the copy numbers first! Bah!

THEN, you check them in, and tell them they have restocking fee's of 2.50. And what do they do? THEY BITCH ABOUT IT! THEY COMPLAIN! THEY WANT IT CREDITED IT OFF! I mean, FUCKING HELL?! Your movies were 17 or 18 days past the due date, and all we ask if you pay two dollars and fifty fucking cents. And you bitch! Go to Hollywood and keep something that long. You're going to get charged five bucks per movie per five days. That'd end up to be close to 30 bucks with both movies, as opposed to TWO DOLLARS AND FIFTY FUCKING CENTS! DAMNIT! >_<!!!!

manager-n-ayear
August 7th, 2006, 11:12 PM
Does anyone have customers bring up the "rent it tomorrow" inserts .

brantheman
August 7th, 2006, 11:16 PM
I've never had that happen, but I get the raincheck-confusion all the time. Especially with Benchwarmers having recently come out and all.

C: Can I get a raincheck for benchwarmers?
Me: *checks to make sure we don't have any*..Sure.
C: And i'd like one for V for Vendetta, as well. And White Coats.
Me: Uhhh...no. We only give rainchecks for movies that are guarenteed.
C: Well why don't you guarentee them, then?
Me:..............

Uhh, I dunno? Maybe because we don't feel like giving away 800 free rental rainchecks a night?

coldie
August 7th, 2006, 11:18 PM
Does anyone have customers bring up the "rent it tomorrow" inserts .

Every. Goddamned. Monday.

I had a woman bring five of these boxes up to my counter today.

I pick it up.
Cust: Oh yeah, is that in?
I look at the case and look back at the customer.
Cust: Is it?
I hold up the case and point at the words like it's Sesame Street.
*RENT* *IT* *TOMORROW*
Cust: So...?
Me: IT SAYS RENT IT TOMORROW LADY, THUS IMPLYING...
Me: ...it will be released tomorrow.
Cust: So it's not in?
Me: *slices own throat*

igniteice
August 8th, 2006, 01:15 AM
Everyone's just afraid to really let loose in the true spirit of a rant. All I see in most replies here is like these individual scenarios of, "This one time at Blockbuster..." C'mon now, where's the creative writer in you? Really vent it! Give it some energy. Fill your post with some heat and some passion and really make it known who really gets under your skin...

I mean, gees, complaining about customers who return movies in the drop box and have restocking fees on them? That's not really a complaint! That's boring! I have yet to complain about people returning movies late. I don't care. It's their money. Besides - with EoLF, some great stories died. I mean, gees... restocking fees? Gimme a break - I'm pretty sure anyone of my "customers" would rather pay $1.25 than $4.35, $8.71, $13.06, $17.10, or $21.77 for their ONE movie being late X number of days.

brantheman
August 8th, 2006, 01:25 AM
Everyone's just afraid to really let loose in the true spirit of a rant. All I see in most replies here is like these individual scenarios of, "This one time at Blockbuster..." C'mon now, where's the creative writer in you? Really vent it! Give it some energy. Fill your post with some heat and some passion and really make it known who really gets under your skin...

I mean, gees, complaining about customers who return movies in the drop box and have restocking fees on them? That's not really a complaint! That's boring! I have yet to complain about people returning movies late. I don't care. It's their money. Besides - with EoLF, some great stories died. I mean, gees... restocking fees? Gimme a break - I'm pretty sure anyone of my "customers" would rather pay $1.25 than $4.35, $8.71, $13.06, $17.10, or $21.77 for their ONE movie being late X number of days.

Hey now! I think I gave some pretty worthy additions to the meaning of this thread in my OP :D

It's funny. At work, I can think of a million things that piss me off. But when put on the spot, it's like..."uhhh". Gimme a few...i'll think of some more :cool:

igniteice
August 8th, 2006, 01:34 AM
I guess one of your additions did inspire my second rant, though I did give you credit for that!

And I suppose I've covered a lot of ground here already... I was going to combine all mine into one post, but there is a max of 10,000 words or characters or something. Stupid limits.

brantheman
August 8th, 2006, 02:31 AM
I guess one of your additions did inspire my second rant, though I did give you credit for that!

And I suppose I've covered a lot of ground here already... I was going to combine all mine into one post, but there is a max of 10,000 words or characters or something. Stupid limits.

Yes you did. Thank you :cool:


I think we should have all of the good statements we've come up with and combile them into one tiny handbook, and give them to new customers when they open up their accounts :D

brantheman
August 8th, 2006, 02:47 AM
Hey Ig, I think I got one. I read through the thread again and didn't see it, so sorry if I missed it...


When a customer comes up to the register with a stack of movies, and once they're unlocked, insist on looking at every single disc for scratches. Keep in mind, these are RENTALS, not PRP. They see so much as a smudge, and they walk off, holding up the growing line, and bring back five copies of the same movie, wait for you to unlock every one of them, and choose which one they think is best, leaving you with the clutter of 5 other copies of the same movie that you now have to put away. Now, I can somewhat understand why they'd do that; they're paying for these rentals and don't want to go home just so they wont play...but COME ON. Firstly, we do exchanges for defective discs. Secondly, the chances of you getting a disc that wont play at all is very unlikely, since most movies that are that bad are usually transfered as defective and put away before they're ever rented out again. Blah.

Inferno4
August 8th, 2006, 02:55 AM
When a customer comes up to the register with a stack of movies, and once they're unlocked, insist on looking at every single disc for scratches. Keep in mind, these are RENTALS, not PRP. They see so much as a smudge, and they walk off, holding up the growing line, and bring back five copies of the same movie, wait for you to unlock every one of them, and choose which one they think is best, leaving you with the clutter of 5 other copies of the same movie that you now have to put away.

oh dear lord....the customers who got that one dvd that didnt work out of all the goddamn disks they've rented from Blockbuster, that ONE dvd didnt work because it was scratched and now they're paranoid about getting another one and have to have YOU check every one of their movies from then on out and not only have YOU check them but as soon as the transaction is done then stand at the counter holding up the line and check the damn disks themselves because they dont trust you and any little smudge or microscopic scratch will set them off and of course it's the only copy and even though you KNOW it will still work you're forced to give them a credit because they're so insecure...

igniteice
August 8th, 2006, 03:03 AM
You know, thanks for reminding me guys...

Dear Mr. "Browser,"

I'm writing this letter to inform you that I appreciated your visit to my store that afternoon. It was nice of you to browse through my selection of pre-viewed DVDs. I noticed you found some that you liked and you were going to take advantage of our promotional deal. You looked around for well over 20 minutes, hunting for those titles you just had to own. You must have known they were pre-viewed, given the low prices on them compared to, let's say, retail copies.

So, I just wanted to thank you, because I really appreciated it when you came up to the register to check out, mind you, after 20+ minutes of looking around, and asked me to check the discs to see if they were in good condition. I looked the first two over and they were nice. But you took one of them from me and looked at it yourself and apparently you have some kind of super eyes or something because you told me you didn't want them anymore because they have scratches on them. I said I could get another copy, but you said, "Nah, forget it," and motioned over to your girlfriend that it was time to leave.

You apparently didn't get the hint from her when she asked, "Aren't we going to buy anything?" You said back to her, "No, the discs are scratched."

Thanks, asshole. I hope you died driving home fucker.

(This is true story - the guy was in the store for 20-25 minutes looking through movies - he finds 3 that he wants, he comes up to check out, the discs were all fine except for some fingerprints on one that I was going to clean, even though the laser eye reads right through it... and instead, he just picks up and leaves. Wtf man?)

OzMan
August 8th, 2006, 10:27 AM
What I love is when you bring up their account, and they have two or three auto sales. But it's never one! It's always at LEAST two! So you have to look up what movie's they were, and ask them which drop box they used. See, you would think since they were coming inside, they'd use the inside drop box, which is MUCH EASIER to find things in since it's much smaller and less frequently used. But nope! They drop it in the outside box. And to top it off, the movies that auto sold were popular titles that there are SEVERAL of in the box, so you have to find the copy numbers first! Bah!

THEN, you check them in, and tell them they have restocking fee's of 2.50. And what do they do? THEY BITCH ABOUT IT! THEY COMPLAIN! THEY WANT IT CREDITED IT OFF! I mean, FUCKING HELL?! Your movies were 17 or 18 days past the due date, and all we ask if you pay two dollars and fifty fucking cents. And you bitch! Go to Hollywood and keep something that long. You're going to get charged five bucks per movie per five days. That'd end up to be close to 30 bucks with both movies, as opposed to TWO DOLLARS AND FIFTY FUCKING CENTS! DAMNIT! >_<!!!!


That's when you can also explain that, had they just handed you the movies, instead of causing you all that extra work and holding up all of the other customers behind them, you MIGHT, I say MIGHT have considered giving them a break;)

TobiasFunke
August 8th, 2006, 12:21 PM
What about the fucker who decides that because he only has a question, means that he shouldn't have to stand in line. You know, say, when they come right in the door and stand at the nearest counter, completely out of view of the registers. Yes, we realize your disk was defective/late/foreign, but can't you see there are other people fucking waiting in a fucking line while you cough and tap your movies on the counter. Please get in line. Please. Or just buy a fucking new dvd player or don't rent foreign movies.

Then there are the people who stand and wait at the counter for a couple of minutes while you are putting stuff on shelves. Yes, I understand you are being polite by not yelling at me to help you, but I'd rather you yell at me and me promptly serve you than me miss you for one or two minutes and have you glare me to death during the transaction. This happened so much, I spend more time looking at the counter while running movies than the actual wall/BSI/game section.

Same goes for the people who see you walking AWAY from the counter, and decide that that would be the opportune moment to be rung out, even if there is only one person working, which you just passed on your way to the register. Nevermind telling them you are ready, even if they ask a question like "are you finding everything alright". No, just stand there and cough and bang the movies on the counter. Us employees enjoy aimlesly wandering around with 20-30 movies. It's fun!

And finally, there are the idiots who destroy the candy section. This usually happens while they are waiting in line, but like they do to the wall, they can't put anything back even if it is color coded and decorated for a two year old. They seem to think that if it is hanging up, it should be placed with the tubs of sourjacks, and if it is on the bottom shelf to be placed in all those tiny bins, or even just unload them all into the tubs of popcorn on the seperate little tower. Then, while we're ringing you up, please, at the last second, go look at the tower of $4.99 DVDs to see if there is anything you missed last week. Jesus Christ - we take more OFF that rack every week, but you probably just think we sold all 50 copies of Amityville Horror, Lords of Dogtown, and Life and Death of Peter Sellers since you were here last Saturday.

I can't really rant about this - but the people who take your fucking parking spot. I've parked in the same spot (or next to it thanks to these asshats) the entire time I've worked at BB. But its not really something you can control.

igniteice
August 8th, 2006, 12:21 PM
After I finish with all the customers I hate, I'm going to move on to the idiots I hate who I meet on the road to and from work.

(And I'm going to use this post right here to post it, so this isn't a wasted reply.)

coldie
August 8th, 2006, 12:42 PM
I'm surprised this hasn't been mentioned in this thread yet (but if it has, please correct me):

Dear "I can't believe it's not in stock"/Weekend Warrior guy,

It will be to much delight of me that you will find it frustrating when we won't have any copies of Larry the Cable Guy: Health Inspector or Final Destination 3 on Friday night at 8:00pm. It's a thrill of all Blockbuster employees when a customer wonders why no "good" movies are in on a Friday night. In fact, we'll go as far as to hide the extra ten copies of each just to make sure your frustration is complete and inevitable.

Contrary to popular belief, this week's hottest title won't be in the drop box no matter how many times I check it. I won't even bother checking it because I know this already, and I usually have already checked for another one of your kind who have already asked me this insipid question: "Are there any good movies down there?"

Maybe we hope you'll pay that $21.99 price tag for a retail copy, of which BB hardly sees $3, that's our true intention, I'm sure of it. And no, you won't be getting a rain check for Health Inspector because it's a low volume movie, not to mention its in its first week, and guess what? Blockbuster likes to keep what little money it has. We don't need to be giving a rain check to every inbred 'tard who waddles to the back wall and back out the front door again.

Darwin suggests that those who can't swim will undoubtedly sink. Those who wish to carry on must learn to swim. Surely you can apply this to your own life by showing up on Tuesday to get what you want and holding it until the following Monday (thanks to EOLF), like everyone else is already doing. Then you won't have to verbally abuse my CSRs, or myself, riddling sentences with double negatives such as "Ya'll ain't never got no GOOD movies in."

By the way, new does not mean good. We have good movies all over the store, we could name dozens. Maybe, if you merit any hope for intelligent life, you'll figure out Health Inspector was a bad movie no matter how new it was on release when you get a chance to see it.

Don't be angry with Blockbuster because it's Friday night and you're not the only one alive who rents movies. Be angry with yourself because your slack ass didn't come here to get it on Tuesday like any smart person would. Now you'll need to wait to the following Monday/Tues afternoon to MAYBE score a copy that'll get dropped off. In all likelyhood, if you're coming on Fridays only, it'll be three weeks before you get your chance.

johnlow71
August 8th, 2006, 01:20 PM
isnt great to be able to tell when you have outta towners. now sometimes they dont have the total tourist look. but i can read a customer as they enter the line wether they are from somewhere else and they still try to give you a license and you just know they arnt in your stores database.

igniteice
August 8th, 2006, 03:26 PM
isnt great to be able to tell when you have outta towners. now sometimes they dont have the total tourist look. but i can read a customer as they enter the line wether they are from somewhere else and they still try to give you a license and you just know they arnt in your stores database.

Those BASTARDS! Holy crap...

They hand over their license and you start furiously entering their name and they say nothing. You're like, "Have you rented within the last 6 months?" They say, "Oh yeah, I just rented last week." You're like, "Okay..."

So you go back, maybe you mistyped it, I've done that plenty of times. But nope, you didn't. You ask, "Is it under someone else's name?" They say, "No, it's under mine, I'm in there!" And you look back, "I don't see your account listed." and they give this serious response, "I just rented last week!"

Then you ask them the killer question, "...from this store?" And they look at you, "No!" And you say, "Yeah, okay, need to set up a new account then." And they say, "That's bullshit, accounts should be good EVERYWHERE!" And you respond, "They ARE good everywhere but you need your MEMBERSHIP CARD to transfer your account store to store. Did you BRING IT? Did you BRING IT ON, AGAIN? Did you bring... ALL or NOTHING?"

;-P

OzMan
August 8th, 2006, 06:31 PM
After I finish with all the customers I hate, I'm going to move on to the idiots I hate who I meet on the road to and from work.

(And I'm going to use this post right here to post it, so this isn't a wasted reply.)


Now, do you REALLY want to open this up to me telling everyone, AGAIN, that Californians CAN'T FUCKING DRIVE IN THE RAIN?????

Yeah, didn't think so;)


Did you BRING IT? Did you BRING IT ON, AGAIN? Did you bring... ALL or NOTHING?"

;-P

Methinks someone's been out in the sun too long:D

the boy wonder uk
August 8th, 2006, 11:49 PM
He's just a bit excitable Oz.:)

the boy wonder uk
August 8th, 2006, 11:49 PM
Too much fizzy pop!

igniteice
August 8th, 2006, 11:58 PM
Who should I pick on next...

How about my smirking friend who stands behind the guy who has just been told he owes some hefty late fees? He smirks and almost chuckles like, "Hah, this idiot can't return his movies on time." And then he comes up to the plate. Owned! Late fees! That's right baby - time to swallow that smile.

How about the guy who goes around the store trying to open the New Releases? You walk by him returning movies and he's standing there, "I can't get in this case!" And I think, "Why would you need to?" These guy are always pretty older... one guy actually said to me, "I want to make sure the disc is in the case." I say to him, "It's locked - trust me, the disc is there." Idiots! But then on the flip side, you've got the idiot who goes through the display cases in the BSI sections and opens them - not sure why they do this yet, but I always find opened DVD amaray cases... seriously. Curiousity must kill these morons. "Well, I see a locked case there, and there's a DVD amary in front of it... I better open this to see if they left the DVD in it."

How about the ones who ask for your opinion on a movie and then take the other one. They usually come up with a few movies and they say, "Hey, have you seen any of these?"

Me: Yeah, I saw White Noise and Skeleton Key.
C: You saw those two?
Me: Yes!
C: Which one is better?
Me: Neither - but uh, Skeleton Key, well, I finished that one at least. White Noise I turned off.
C: But Skeleton Key is pretty good then?
Me: Shrug, well, I guess, but I'm not much of a horror fan.
C: Well, if you had to pick between one of the two, which would you get?
Me: Skeleton Key, definitely.
C: But you said you didn't finish White Noise?
Me: Nope - it was boring.
C: So it was pretty bad?
Me: Yeah...
C: Hrm...
Me: ...
C: I don't know.
Me: ?
C: Well
Me: ???
C: I think I'm going to go with White Noise.
Me: ...

brantheman
August 9th, 2006, 03:49 AM
Then you ask them the killer question, "...from this store?" And they look at you, "No!" And you say, "Yeah, okay, need to set up a new account then." And they say, "That's bullshit, accounts should be good EVERYWHERE!" And you respond, "They ARE good everywhere but you need your MEMBERSHIP CARD to transfer your account store to store. Did you BRING IT? Did you BRING IT ON, AGAIN? Did you bring... ALL or NOTHING?"

;-P

<3!!! I<3U.

I had a customer call today and ask what had come out. I said, "uhh, Inside Man, a lot of smaller titles, and The Bring it On Trilogy." jokingly. He didn't get it :(

Oh, and I got the biggest bitch today that i've had in a LONG TIME!

So she's in her mid 40's or so, with a young teenage daughter.

Me: Find everything okay?
C: Not really. But whatever. The last name is ____.
Me: Okay, do you have your ID? Or Card?
C: Uh, why?
Me: So I can bring up your account, m'am.
C: *sigh* Here's my license.
Me: Okay, i'm not finding you in the computer.
C: I rent all the time!
Me: From this store?
C: Yes!
Me: When did you rent last?
C: About six months ago.
Me:..............
C:...............
Me: Okay, you need to open up another account then.
C: For petes sake! blah blah blah! i'm a bitch!

So she fills out the membership form, and as i'm entering it into the system, I tell her that we have no ink in our printer but i'd write in her card info myself and laminate it, and that she would need to ask an employee to make her a "real" card next time. Know what the bitch says?

C: Why? Next time I come in i'm just going to have another uptight CLERK like you telling me I don't have an account, making me fill out another one of these stupid fucking papers.
Me: Okay, m'am? I have shown you nothing but patience, and I don't appriciate the way you're talking to me, and I really don't appriciate how you seem to be passing your mistake off as mine. Hang on to the card, avoid this situation. It's that simple.

And I gave her the card, and let my CSR ring her up. She asked the CSR when the SM would be in so she could "complain" about me. Little did she know, the SM would come in two hours later to do inventory with me and we would laugh about it :D

igniteice
August 9th, 2006, 10:39 AM
Yep - I feel bad for you guys at corporate stores sometimes, because corporate takes those complaints seriously. Like, they're upset at the fact that someone has complained. As for me, when people complain about me, it's because I wouldn't break a policy, or they are having a bad day, or suddenly they aren't getting things their way all the time. And they try to complain about it and the owners totally understand that I treat everyone with the utmost respect and some people just want to complain.

I mean, it's nice having people above you that understand you are always going to have people complain about you. And if you think you have people complaining about you... try being in the SM's position.

I have customers complain about me that I've never even met. I have customers lie about meeting me, talking to me - I've never seen these people in my life.

sparklez631
August 9th, 2006, 11:09 AM
This is, by far, my favorite thread. :D

igniteice
August 9th, 2006, 12:46 PM
Yes! I got another one in mind.

In this corner we have the customer who wants to know the inner workings of the store.

C: So, those are what you use to lock the movies?
Me: Yea
C: They're locks?
Me: Yeah...
C: So we don't steal the movies.
Me: Uh
C: You just put them in like that and can take them out?
Me: Yeah
C: But we can't take the locks out
Me: Nope
C: Are these the security strips that set off the alarm?
Me: Uh
C: So we can't walk out with the movies right?
Me: Right...
C: You'd know we had a movie if it went off.
Me: Yeah, I guess.

Usually it's some dumb 12 year old asking these questions, but occasionally it's an older guy... or middle age. Actually, it could be any age. I've had everyone curious as hell. I'd like to follow up their questioning with, "Should I keep my eye on you next time you enter the store buddy?"

OzMan
August 9th, 2006, 01:15 PM
I'd like to follow up their questioning with, "Should I keep my eye on you next time you enter the store buddy?"


Well, with those types of questions, I think I would either (depending on the customer) jokingly ask that, or much more seriously and suspiciously ask "Why do you ask that??"

Speaking of 12 year old kids, what is it with them and wanting to "test out" the EAS system for me?? You know, I SHOULD just have you arrested for suspicion of shoplifting if you are going to purposely set off the system.

MissHailstorm
August 9th, 2006, 01:48 PM
I don't know if this has been mentioned or not (bite me if it has), but what about customers who simply talk bullshit with another customer? And you happen to overhear their misinformed bollocks?

For example:

Customers were renting 'Garfield'.

Cust #1: "What's that dog called in 'Garfield'?"
Cust #2: "It's called 'Oddie'."

:mad:

I half-blame Shelley Blond for not saying it right.


Another:

We were listening to music in store (*gasp* don't bother telling me we were naughty, I don't care), a compilation CD, and 'Breaking the Habit' by Linkin Park came on.

Wannabe-Punker #1: "Oh, wow, I've not heard this is ages."
Wannabe-Punker #2: "Yeah, dude, it's totally shit now, but I remember there was a couple of okay songs on it. It's, like, yeah, 'Meteorite', that was cool when you were 15."
Wannabe-Punker #2: "Yeah, totally dude, but it's 'Meteorology', you 'tard!"

This amused me, mostly because I used to be a little bit like that when I was younger, but I grew out of it before I hit 18 (and they were opening an account, so go figure).

csb
August 9th, 2006, 02:29 PM
Our in-door return bin is the same as every other one I've seen (in the US). Around the hole that you put movies in, there is a section of 'wood' that sticks out farther than the rest of the counter. And above the hole there is a sign that says RETURNS sticking out of the counter. Now on my side of that sign is our membership card printer, and a box that connects the outdoor slot, to the bin inside. There is about 2 inches between the printer and the connection box. Customers decide to REACH OVER THE RETURN SLOT to rest their movies against the printer, but I bet the customer thinks they are being helpful.

We don't take debit (the banks in this area are too podunk to handle it) and we don't trust the customer with our credit card machines, so they face us (as the only reason it faced the customer is so they could enter their PIN). Sometimes a customer will turn it towards them, which is fine and I always warn them that we can't take debit, and to choose credit. The customer will swipe their card, then press credit and look at "Please swipe your card" and put their card away. I'll stare at the computer for a moment, look confused, then look at the mechine. "Oh, you need to swipe your card now" We will most likely converse on whether or not they will get charged twice, or how all the machines are different. Once the credit transaction goes through, I'll simply say "I'm sorry its just that our credit machines are not friendly, you have to follow the directions on the screen."

EXSM
August 9th, 2006, 10:22 PM
Sometimes, the best way to vent is to create names for groups of customers that all Blockbuster employees have to suffer through, because honestly, people just suck. Some extra special customers, I even have specific nicknames for them.

For example, the gift card scenario, I've been known to refer to those people, and anyone else who otherwise complicates gift card related transactions as
"Gift-tards"

crystalg808
August 9th, 2006, 10:33 PM
Here's a scenario I'm sure we all have had a thousand times.

C- there's no game in here
M- there isn't supposed to be
C- I must have grabbed the wrong box
M- no, you got the right box, we keep them behind the counter
C- ohh ok

does same thing next week.


I've seen parents do this....

And of course there is the customer that wants to know if "Shaggy Dog" is in. It's not on the shelf, so to lazy to stand in line, they send their kid to the front of the line to ask if it's in. Ok idiots, when we check you out, and your kid is beside you, we know it's you. You are teaching your kids terrible habits!!

Nudedos
August 10th, 2006, 12:20 AM
I got one, the way our counters are, the registers are facing me, and theres a counter to the side of me. When I'm checking people out, I always get someone to the side of me, standing there grilling me.

Me: Press the Green Button, then slide
Cust OS: Excuse me, don't you see me standing here?
Me: Yes, I do. I also see the people who've been waiting in line right here.
Cust OS: ....

They of course stand there till the line clears, probably to prove a point.

Me: Ok, what do you need?
Cust OS: This movie didn't work, at all.
Me: Ok, I'll switch it out for the same disk.
Cust: No, I want a different movie!
Me: Our Policy is to switch out for the same disk.
Cust: Well, I always do this, with all of your co-workers.
Me: Which ones? I will tell the SM about this?
Cust: Just give me a credit.

At this point, its not the fact that I can't or can, nor the fact I can do it just to appease this person, its the fact they are trying to undermine me, wear me then.

Me: So, you want another copy?
Cust: No, and I'm going across the bridge to Movie Gallery.
Me: Ok, I still don't understand why someone would rent a movie, just not to watch it.
Cust: ... Smartass...

igniteice
August 10th, 2006, 02:23 AM
C- there's no game in here
M- there isn't supposed to be
C- I must have grabbed the wrong box
M- no, you got the right box, we keep them behind the counter
C- ohh ok



Two incidents come to mind. First was over a year ago. Guy comes up to me - in his mid 40's, very serious. He looks at me, holds up a dead game case, opens it, and says, "Hey man, I think you have a problem here; I found this on the shelf... looks like you have a thief." He was 100% serious. I look straight back at him, "No... because, we keep the games up here. It's supposed to be empty." He says, "Oh." and walks back and puts the game back on the shelf. Never saw him again. I don't think he even rented anything.

Second was a day or two ago. This guy comes up to me with two rentals and he says to me, "Hey, you got anymore copies of [title C]?" I say to him, "Uh... yeah, we have a lot, they're right back there..." And he looks at me, "I didn't see any, you're all checked out." I say to him, "Are you sure? There are rentals on the shelf right now." He says, "Oh, those are the movies?!"

Now before you say... "That's happened a hundred times - people just aren't used to converted store," let me queue you in on some details I left out intentionally. The movies he brought up were two other New Releases. His account had close to 170 rents if I remember correctly. And he also used his license to bring up the account. And, we don't have guaranteed in stock program. He went back and grabbed the movie and rented all three titles.

Now I ask you: what the hell?

People are literally stupid. I don't kid around when I tell new employees they are about to meet the dumbest people on earth here. They say, "No man, I worked at [some random retail job.]" I say, "No... trust me, just, believe me, there is no comparison."

Our games are $7.99 - that's $8.55 with tax. Ever get the customer who comes in to rent a game and says, "What! That's expensive!" And you hit history and you see they just rented a game JUST LAST WEEK. They ask you, "Did prices go up?" And I say to them, "Uh... no, it's the same price it's been for last year or so." They say, "I just rented a game, it wasn't that much."

Wtf do you say to that? Seriously. "Yes it was." And they shut up.

coldie
August 10th, 2006, 05:43 AM
Yeah, now I have to warn every... erm, person who looks to be on a fixed/low income... that two games will cost them $17.10. Then they exclaim, re-shelve one (in the wrong place), checkout, return, repeat. Saved my store many, many, many credits doing this. Do they not understand how much these damn things cost? $30-$50 for PS2/Xbox/GC, $60 for X360. It's no big secret.

And with that, I'm off to open the store, adios.

HardcoreKeith
August 10th, 2006, 06:52 AM
That's what I tell people who ask about renting systems.
c: How much is it to rent a 360?
hk: The system?? We don't rent consoles, only the software.
c: Why not?
hk: Well, you figure a game costs $40-$60 and we rent it out for $8, so that's 20 to 27% of the new purchase price. A core 360 costs $300, so assuming the same profit margin and figuring the same lower boundary 20 percent, we'd have to rent it out for like, sixty dollars. And then you'd need a memory card too. So, yeah, you might as well just buy one and trade it in if you don't like it, especially because 360 trade values are 83% of their purchase price right now.
c: Oh. Well, you guys should rent them for like $5 or something.
hk: I'll be sure to inform corporate.

OzMan
August 10th, 2006, 09:16 AM
c: Oh. Well, you guys should rent them for like $5 or something.
hk: I'll be sure to inform corporate.


And THAT is the reason that, despite ALL of his flaws, John A is still a better choice for running the company than the average customer:D

igniteice
August 10th, 2006, 02:18 PM
I forgot one.

The couple that talks each other out of Rewards. Damn you second person. I hate you.

I make a perfectly good sale and it makes complete sense but you have to talk your wife/husband out of it. You suck. I should have just told him/her not to listen to you. I should have made something up about "Go find this movie" or something. Then maybe I could have gotten my sale off.

You know, that really says a lot about couples though.

Wife: Honey, this man wants to GIVE us $500 just cuz.
Husband: It's a trick, don't take it.
Wife: But he has the cash RIGHT HERE!
Husband: Nah, it's a trick.
Wife: He says he'll give me $250 and give us time to think about the other $250.
Husband: Nope, turn the whole thing down.
Wife: I'm getting a divorce.

sar94pga
August 10th, 2006, 02:59 PM
i hate the person that talks shit about blockbuster while you are waiting on them A because it is just annoying, like you are calling me names like i am not standing right there. B. because if you hate blockbuster so much, why the fuck are you renting here?

C-you know i heard about that lawsuit because of all the late fee's
M-you mean that one from like 5 years ago?
C-well, everything that has blockbuster's name on it is a scam.
M-well i am sorry you feel that way.
C- and that whole restocking fee is nothing more than a late fee with a new name.
M-actually no its not.
C-well then what is it, you are still charging me for the movies i don't return
M-well, we do give you a full month to return them before you own it.
C-and you charge my credit card, so why is the restocking fee charged if you charge my card
M- Because i have to pay to order a new copy of the title you didnt return.
C- I RETURN ALL MY MOVIES. so don't say me
M-Okay, well those who don't, by the way, your rewards is going to expire at the end of the month. do you want to renew it?
C-oh yeah. i'll do that today
M-.........

Erythro42
August 10th, 2006, 06:18 PM
Those BASTARDS! Holy crap...

They hand over their license and you start furiously entering their name and they say nothing. You're like, "Have you rented within the last 6 months?" They say, "Oh yeah, I just rented last week." You're like, "Okay..."

So you go back, maybe you mistyped it, I've done that plenty of times. But nope, you didn't. You ask, "Is it under someone else's name?" They say, "No, it's under mine, I'm in there!" And you look back, "I don't see your account listed." and they give this serious response, "I just rented last week!"

Then you ask them the killer question, "...from this store?" And they look at you, "No!" And you say, "Yeah, okay, need to set up a new account then." And they say, "That's bullshit, accounts should be good EVERYWHERE!" And you respond, "They ARE good everywhere but you need your MEMBERSHIP CARD to transfer your account store to store. Did you BRING IT? Did you BRING IT ON, AGAIN? Did you bring... ALL or NOTHING?"

;-P

So this will break the golden rule of revealing my location, but what the hell.

I deal with this problem EVERY god damned day. The store I work in was under TEN god damned feet of water. Everyone knows this. Everyone comments on it when they walk in. "Hey, it's not underwater!" No shit lady. They'll shuffle up to the counter after trashing the fucking store, hand me their movies, and then stare at me. "Do you have your card?" No. Of fucking course not. Hell, I don't blame you, if I evacuated a flood area my Blockbuster card wouldn't be on the top of my list of things to be sure I saved. But how has it never occured to you that a computer, when mixed with nearly twice your height in water, might not still have your information on it? And the ones I really hate, the ones I truly despise, are the ones who are upset that we can't find their names, because they've been gone for almost a year. "But I've been renting here for years!" Yeah, well lady, the fucking store got flooded. We lost all our damn records, which is why your stupid ass, who as soon as I rent to you on VG will never bring back Running Scared, Firewall, and Aeon Flux, didn't have to pay what was undoubtedly a gi-normous balance on movies you never returned this time last year.

You lost everything, why should we be any different? How is the concept so foreign to you? But in the time you're spent screaming at me about how my inability to find your account is bad customer service to a long-time loyal customer you could've filled out the god damned form, paid, and be at home watching your shitty movies. And YES, you need a fucking phone number. And an address. If you don't have a car registration or utility bill, then how are you fucking watching movies? Is your dvd player hooked up to a stationary bicycle that you peddle to power the television? Judging by your girth, the answer is no. If you can't afford a fucking phone, then maybe you should take the $21.72 you're spending on six movies and get one. Or maybe take the time you're spending watching these movies and get a fucking job, with which you can do many things, like supply your family with basic needs and services like water, electricity, and phone service.

And one last thing. I don't owe you anything. Yes, it was a tragedy, but why does that mean I should give you free shit? I drive on the same crappy roads, pay the same outrageous electricity prices, and live in the same leaky houses. I can fit everything I own in a Nissan Sentra. Did I make the big bad storm come? Does my nametag read "Red Cross"? Blame god, and until he sets up an account secured with a credit card, with your name listed on it, you aren't getting shit. "Yeah, it's under Christ. First name Jesus H."

So, to summarize. Yes, I know it's an inconvenience. But shut the fuck up and fill out another form.

Oh, and I hate "shopping list lady", who won't even bother trying to find anything on her nearly two page list, and wants you to find them for her while she waits at the counter tapping her foot because she's in a hurry.

And kids who don't understand the alphabet. "Do you have 'Blood In, Blood Out?" "Sure, it's in drama." He comes back five minutes later, "Dude, there's a lot of movies over there, how am I supposed to find it." I pause, because I'm not sure if he's kidding. "Uh, it's alphabetical." Five minutes later. "Where does it start?" Then I strangled him and broke every bone in his body so I could squeeze him out the drop box slot from the inside. Also, to no ones suprise, he didn't have an account, was under 18, and didn't have any money anyway.

I feel a little better.

URBAN_COWBOY
August 10th, 2006, 07:58 PM
a bunch of stuff that made me laugh my ass off.


I feel a little better.Man, I hope you feel better because Lord knows I do. That was some funny shit. Thanks.

igniteice
August 10th, 2006, 09:02 PM
Ah - classic. Good job Erythro. That was by far the closest to my style of ranting. Closer than anyone else has gotten. By the way, you should look at my posts and replies in this thread and highlight all the times I used 'fuck' - it's hilarious and excessive ;-)

More customers have just come to mind...

Phone customers! Dammit I hate that phone. Actually, I automatically hate anyone who calls the store. Everyone pisses me off. Even customers just asking what came out. They all piss me off.

C: What came out this week?
Me: Inside Man, Bri-
C: What's that about?
Me: Inside Man?
C: Yeah
Me: It's about a bank hei-
C: Oh that one with Denzel Washington?
Me: Yep
C: What else came out?
Me: Brick, Bring it On: All or-
C: You seen any of them?
Me: Yeah I saw Inside Man and Brick
C: What'd you think of them?
Me: They're alright
C: What else came out?
Me: That's it really
C: How about last week?
Me: You should probably just come in and browse our New Release wall.
C: Okay

I should just be like, "Nothing came out this week, please don't come in the store, thanks."

Customers who ACCUSE me of being ANYTHING or say things about my employees really cross the line.

Lady from hell called up tonight. She returned a movie into our drop box (and my store uses DROP BOX CHECKIN to ensure everything is valid as hell.) It was 3 days late. I personally checked the movie in. My ID is right there. She says, "No, it wasn't late." They have like 750 rentals, but fuck if I'm going to remove a VALID LATE FEE. If they had 2000 rentals I wouldn't remove it. IT was fucking LATE! And why don't I credit it off? Because SHE IS WRONG. Is it worth losing a customer over? YES! Because NEXT time she'll just say the same thing, "Nope, that wasn't late." Fuck that.

So the guy with her literally throws the membership card at us. What a prick.

Anyway, employee of mine charges her CC on the call report a few days ago. She calls up tonight angry as hell. "I told you that movie wasn't late!"

Then she starts crossing the fucking line with me...

C: I don't know what kind of employees you have there. One of them must have held on to it for quite a while before checking it in.

What in the flying hell? And these are the kinds of customers where I know that THEY know they returned it late. And they come up with EVERY FUCKING EXCUSE to try and get out of it. Well I don't fuck around and she gets NOTHING.

So she hangs up and she calls back like 5 minutes later.

C: I want to speak to the person above you.
Me: Alright, you can log on to Blockbuster.com and file a complaint there.
C: No, no internet, because I don't have a computer. I want a phone number so I can speak with someone.
Me: There isn't a number.
C: What do you mean there isn't a phone number?
Me: There just isn't a number to call.
C: Then how am I supposed to talk to someone?
Me: You can write a letter and drop it off here.
C: Oh no, I don't trust you people...

And then I hung up on her for saying "you people" again. Fucking customers.

Another guy few days ago comes in and tries to act NICE AS HELL. Always saying, "Thank you sir" and all this bullshit. I saw right through this dude. So he rents some crap and comes back a few days later and says, "Oh, I didn't mean to get this movie, my wife said she's already seen it, can I get something else?" It was the guy's first rental at my store, so I figured okay. I exchange it for him. So he exchanges it for Final Destination 3. But he sees that's a 2-day rental, so he says, "I better wait." So I exchange it again - not a big deal this time cuz it was like 5 seconds later.

He comes back on the weekend and rents Final Destination 3 from me. Now keep in mind that I check EVERY disc I check out to a customer. I look at the condition of every single one.

His wife comes in on Sunday and says she wants a refund on Final Destination 3. She says it wouldn't play. My CSR looks at the disc and there is a fucking gouge in it down the whole thing. There are two SLASHES in it. I kid you not - this wasn't an accident. The MOD looks up customer who rented before them - they have few hundred rentals, good history, etc.

So I fucking SOLD FD3 to these bastards and charged their CC on monday for destroying my movie. Fuckers. And they haven't been back yet.

She must have been a real asshole because the MOD put the account on hold under "BITCH." Awesome.

sparklez631
August 10th, 2006, 09:03 PM
Thank you so much igniteice for starting this thread. I get to come home from work and read everyone's customer problems and it makes me laugh. You are a funny guy. :D I would marry you if I was the marrying type, so maybe just some serious fooling around. ;)

You know where to find me.

Inferno4
August 10th, 2006, 09:10 PM
I forgot one.

The couple that talks each other out of Rewards. Damn you second person. I hate you.

AfuckingMEN :D

coldie
August 10th, 2006, 09:13 PM
AfuckingMEN :D

Double that AfuckingMEN.

However, around here it always goes like this...

Me: Would you like to try our Rewards program? It's $9.95 a year. Get a free new release after every five you pay for. Get a free old movie for each you pay for on Monday through Wednesdays.
...
And you get a free old movie every month too.
Husband: How much is it?
Me: $9.95 for a year.
Husband: Hmm *looks at wife*
Wife: *looks back, shakes head*
Husband: No thanks.

99% of them are pussy whipped husbands, it's rediculous. The moment they turn their head I want to say "Hey, eyes over here, don't let your wife make your decisions for you. It's your free movies, your account, your call."

igniteice
August 11th, 2006, 12:57 AM
Thank you so much igniteice for starting this thread. I get to come home from work and read everyone's customer problems and it makes me laugh. You are a funny guy. :D I would marry you if I was the marrying type, so maybe just some serious fooling around. ;)

You know where to find me.

Thanks ;-D

Time for another episode! Here we go...

Customers who look like they don't have jobs.

...I hate you guys. They come in all ages, all races, all different clothing... they don't rent the same types of movies as each other. Some spend more money than others. But they all have one thing in common: they make you ask yourself, "Where the fuck does this person work?"

Hell, it gets so bad I just assume they're all fucking drug dealers. I mean, seriously - they bust out with the hundred dollar bills, they're overflowing. Sometimes it's some woman- other times it's some dude with gang tattoos all over his fucking body, and I think to myself, "No place I've ever been at have I seen this person."

Now you might say, "You haven't been every place..." Yeah, good fucking observation. But you know what the hell I mean. This person isn't a desk person, they sure as hell aren't a factory person - they clearly do NOT work in retail. What the HELL?

WHERE DO THEY GET THEIR MONEY FROM? HOW ARE THEY PAYING FOR THESE MOVIES?

And I'm sure you all have that movie pass guy who says he's unemployed for the time being and then like months later he's still coming in and you're thinking, wtf... WHEN DO YOU EVER FUCKING WORK? These bastards come in at 10am, 1pm, 5pm, 8pm, 10pm - ANY FUCKING TIME OF DAY, EVERY FUCKING DAY.

Should be a new field on the membership apps... "Occupation," Just to put the CONSPIRACY to rest.

zooworker
August 11th, 2006, 07:57 AM
Thanks ;-D


Customers who look like they don't have jobs.

Should be a new field on the membership apps... "Occupation," Just to put the CONSPIRACY to rest.
If we required occupation I'm afraid I would lose over half my customers. And yes where do they get the money? A lot from the state others probably off the street.

Malcom E
August 11th, 2006, 01:23 PM
For my first post, I will be performing a rant.

This is to you all of you trendy fucking assholes kids begging your mommies for The Benchwarmers in your fucking As I Lay Dying shirts Yes! I am laughing at you when I ask if you've read the book because you don't have the fucking slightest who Faulkner is though you should be on your knees praying to him as God of your fucking melancholy pathetic life and maybe if you read him you'd be less fucking stupid and your mom wouldn't be telling me how she can't wait for you to get back in school so she can stop wasting her money on your stupid ass movies and your stupid ass restocking fees.

And this is to you you fucking lawyers who want to sue over restocking fees yeah I know all about the lawsuit we went through it doesn't fucking matter to me and no we aren't afraid that you're going to come back with a lawyer, when i tell you the difference that it's ot a late fee you cut me off halfway through my first fucking word well fuck you because if you don't have a dollar then don't come into my store to begin with you cheap ass bastard maybe the reason you don't have a job is because you think you can argue and debate me by cutting me off well if that's your lawyers plan then hes going to find a cucumber up his asshole so fuck you and get over it return your damn movies on time and we won't have a fucking problem.

And yeah I know how shit used to be, you used to be full of shit and you still are. Don't ask me how long I've been here I've been here longer than you and I know what I'm doing maybe you've never been in a store before but you don't know how the fuck to act so fuck you I don't give a shit what some jackass did ten years ago and no we could never look up your account by phone number so stop saying we could and no we cant take a check if you don't ave an account here so fuck off i dont give a shit i dont want your money if your that stupid you need to use it to go back to school and yes i did go to school so fuck you you dont know what im doing here so dont act like you do.

The sign says that we close at eleven on weekdays that doesnt mean we close at 1 on weekdays so dont stroll up at 11:30 acting like you got over an hour left you fucking idiot.

That's it for now.

igniteice
August 11th, 2006, 01:39 PM
So much hostility. So much hate. What is happening to our world?

zooworker
August 11th, 2006, 02:11 PM
For my first post, I will be performing a rant...............That's it for now.
I don't remember anyone asking for a rant.:rolleyes:

Damien82
August 12th, 2006, 02:27 PM
When they come up to the register and hand you three movies and say, "We don't want these.". Okay? Then put them back, shit head.
I prefer that people do that.

It's better than when they just leave them in some random place. Or worse yet, hide a guaranteed-in-stock movie BEHIND something in the favorites section.

the boy wonder uk
August 12th, 2006, 03:42 PM
I don't remember anyone asking for a rant.:rolleyes:

Zoo i thought you asked for the rent?

SL_600
August 12th, 2006, 06:28 PM
... She wasn't leaving until it was in written form. So I take this blank piece of paper, rip it in half, write, "Your account is closed" on it and hand it to her. She says, "It doesn't say Blockbuster on it." So I write "Blockbuster" on it and she flips out asking for some kind of "official" letter or something. [/list] :D You should submit this to be added to CLERKS III.

sar94pga
August 12th, 2006, 09:56 PM
WHERE DO THEY GET THEIR MONEY FROM? HOW ARE THEY PAYING FOR THESE MOVIES?



I believe they are called jobless wonders. they have no job, yet you are left to wonder where they get their money from........


god love the 1st of the month when you have a super walmart in your plaza...:rolleyes:

igniteice
August 12th, 2006, 10:45 PM
So I had some of the assholes I've mentioned in this thread stop in tonight. There were three of them in this group - and this is another type of group I despise. They're the "old friends" group. They walk around the store "catching up" on "old times" but they're like 25 years old. They always talk about how they've "moved around the country" and gone to this and that college and "learning new things" and all this bullshit that is just very very deep.

They always get up to the register and look around at each other, "Anyone have a Blockbuster membership?" And similarly to the teenagers in this same category, one of them pipes up, "I think I have an account." Where as the teenagers say, "I think my parents have an account."

So they bust out their membership card and they give you this deep explanation, "It's from Arizona, will that still work?" Etc.

Anyway, so I'm standing there, NO OTHER customers in any type of line, and I look at these three walk by me and the one guy turns and asks me, "Oh, you're ready?"

What the fuck? Am I ready? What? Excuse me? Yes, I am fucking ready; that's my fucking job, why the fuck else would I be standing there!!

Then as these assholes were leaving they start talking about our late fee policy. This is priceless because we have to post that we have late fees at our store. So they read it and assume all stores went back to late fee policy. And this is always fucking classic. One of them starts laughing and goes into this deep discussion... "Oh, yeah, they (all Blockbuster stores they always mean) got in a lot of trouble because they were really still charging late fees..." etc. etc. They have no fucking idea what they're talking about!

Sometimes I correct them, "Uh, corporate stores still have that policy, and no, we went back to late fees because no one returned movies on time, not because it was a scam, thanks."

They give me this, "Oh, whatever" look, sometimes a "Well that's not what I heard" look too.

And then these other assholes tried to open up an account using a declined credit card. These was after another one of the two didn't bring his credit card with him and the one of file expired back in 2004. The dudes like, "We just used it to pay with gas 20 minutes ago!" I love that bullshit - their CC declines and they tell me they "just used it." I should just be like, "Oh, you must have used every last cent because apparently you don't even have a dollar in there." Idiots. Who the fuck doesn't have a DOLLAR in their checking account? Seriously!

smellmefingers
August 13th, 2006, 01:44 AM
anyone have the customer who is bipolar? They are either super cool or
super angry. Never in btwn

Meltdown
August 13th, 2006, 07:53 AM
Here's to you...Mr. and Mrs. "I cannot return my fucking movies on time".

There are several of these in the store but two of the worst offenders are a couple in their twenties with a penchant for anime movies. They came in complaining that there should have been a credit on their account because they paid for a movie that had autosold to their account and then returned it. My CSR couldn't make heads or tails of their account so she called me.

I get over there and look at it and go back 30 days. Then 60. Then as far back as the computer will let me. For the last 97 days (as far back as their SHISTORY will go, there has been a balance on their account from things autoselling. After doing a HIST and looking everything over, these people have paid $75.00 in FUCKING RESTOCKING FEES during that time.

Sixty. Fucking. Movies. Have. Autosold. To. Their. Account. In 97 days.

They have paid for a few of their movies that have autosold to their account which they later returned but any credit was wiped out by the restock fees. It was insane. I spent 20 minutes going over this with them. They finally understood.

__________________________________________________ ____________

And here's to you, Mr. BODY ODOR. Thanks for coming in stinking enough to gag a maggot. We appreciate your olfactory assault every time you slink into the store. We enjoy the fact that you are immune to hints both subtle and overt about your general state of funk.

Employees stand away from the counter while ringing you up. They type with one hand since their other is covering their nose. One of my enterprising employees followed you around the store with a can of fucking Glade air-freshner. This same employee a week later placed a bar of Dove soap into your bag which contained your movies. And did this for even a moment dissuade you from sharing your odorific gifts with us? Ha! It did not.

__________________________________________________ _____________

And finally to you...the son of satan and broomhilda.

Your parents are utter pieces of dreck to be sure, but their human trasngressions PALE in comparisson to just how evil you have been.

I cannot begin to descrive the amusement that the staff and I felt as we watched you puzzle through the employment kiosk. This usually takes most people 40 minutes. Yet...THREE FUCKING HOURS later you are still there. We all got a kick out of your 18 year old punk ass YELLING across to the store at your mother "HOW DO YOU SPELL FUCKING (insert town name here)", or asking no less than TWENTY FUCKING TIMES for the store staff to "help" you with a question on the personality profile. Imagine my utter suprise when your application came out of the fax machine stating "Applicant does not meet the minumum requirements for employment at Blockbuster". Oh...and thanks for the 35 phone calls over the next two months asking "when can I start my fucking job". Um....FUCKING NEVER.

Now, we realize that someone as stupid as you has little to do all day other than play videogames since you are unemployed and unemployable. Notwithstanding the fact that you quit school at age 16 AND have a felony conviction for strong-armed robbery. However, I know that mommy and daddy were kind enough to purchase you a new XBOX 360 despite the fact that you all live in utter squalor in a trailer park.

Naturally since your parents purchased you the 360, you wanted to play some games on it. OOOOOPS!! No credit card on file, junior. So sorry. Your outburst on the way out the door of "YOU DUMBSHITS JUST LOST A GOOD FUCKING CUSTOMER" almost had the staff weeping with ubridled glee. I'm sure you can relate to our dismay when mommy waddled her 500lb fat ass into the store 30 minutes later DEMANDING to rent that game because she is a "Gold member". After explaining to her in words of one syllable why this simply wasn't possible, she finally threw a credit card on the counter.

Me: This expired two years ago.
Cust: So what? You wanted a credit card, here it is
Me: Um.....since the credit card has expired, I would be unable to charge it if needed.
Cust: I don't want you making no charges on my card.
Me: Naturally.
Pause
Cust: So put it in your computer and let me rent MY game.
Me: *sigh*. The credit card is a guarantee. We have to have the ability to charge it if you elect to keep the game.
Cust: What?
Me: You. Are. Not. Getting. A. 360. Game. Without. A. CURRENT. Credit card.
Cust: Why the hell not?
Me: Didn't we already cover this?
Cust: I want the name of your supervisor.
Me: (I provide her with the number to the regional office)
Cust: I want a fucking FREE number.
Me: (I've now officially had it). Of course you do. And I would be happy to provide it. Will you wait here for a moment? I make a quick call and provide her with the number 1-877-325-8687. (Hollywood Video's customer service number).

This was last week. I'm glad they were able to help you.

photoboy
August 13th, 2006, 08:28 AM
The "Mellanie Bellamy" type. You may ask, "What is a Mellanie Bellamy?" Well, a Mellanie Bellamy is an obnoxiously loud black woman from age 20 to 50, who think they are entitled to the world, and that it rotates around them (while some, for their size, I wouldn't be surprised if they begin to have their own gravitational pull with orbiting bags of Fritos). They have an attitude when things don't go their way. Very common in the southeast. These are the same ones you see yelling at each other in a Wal-mart parking lot because it would take too long to walk over to their friend and have a normal conversation. Conversation usually amounts to:

A: HAY GURRRL! HOW'S YOU?
B: GURRRRRRRL, I'M STRAIGHT, SUP?
A: HOW MAQUISHNA DOIN?
B: SHE DOIN FINE.


Mr. "What's your 1-800 number?" Some lady last night exploded because our defective PPG game policy doesn't cover games that don't come with instruction manuals. She was a "Mellanie" exclaiming "WELL DAT AIN'T WRITTEN NOWHERE, I WANT YOUR NAME AND THE 1-800 NUMBAH, GARR!!" I hand her receipt and show her our long distance regional number and my name. $10 says she won't call as soon as she notices it's a long distance number. These people expect us to bend over and take their will in the ass as soon as they threaten the mighty regional number. Policy is policy, and they're going to tell you the same thing.

The real thing that pissed me off was I let her have an exchange just this once for equal value of another game, and said this is the last time now knowing what I've told her. She still wasn't happy and just had to ask for the number.


to funny. when i worked as a mcd storemgr i had a customer come in stand in line and inform the counter person that she would be waiting in her car for the order. guts!!

bbvdrone5of9
August 13th, 2006, 01:38 PM
what about the hiders? the ones who'll take the 2-day rentals and hide them in the bsi. then when you walk the floor after closing you find them through out. i caught one doing it the other day and made him put it back.

igniteice
August 13th, 2006, 01:51 PM
what about the hiders? the ones who'll take the 2-day rentals and hide them in the bsi. then when you walk the floor after closing you find them through out. i caught one doing it the other day and made him put it back.

Some woman came up to rent 'Look, Up in the Sky - history of Superman' and immediately I say to her, "That's a documentary." She asks, "What's that?" I say to her, "It's a documentary, not a movie." She then says to me, "Oh, I'll go pick out a movie then."

She comes back up with some crappy movie and rents it and "thanks" me for informing her about the documentary (actually though, that documentary rocks!) Later on as I'm returning movies, I notice that 'Look, Up in the Sky' is nowhere on the wall, or in the sky, for that matter, and then I find it in the obvious place - in the D section on the New Release wall. Ah, yes, but of course... why walk the whole distance back when you can just return it half way? Bitch...

HardcoreKeith
August 13th, 2006, 03:00 PM
At the library near me they have signs requesting that you not reshelve ANYTHING but instead place it on a cart. I try to use a similar tactic.

Here was the best one of the day: Guy has a defective movie. CSR says hold onto it and grab another copy, we'll swap it out (there was a line and this was one of those sidle-up-to-the-side guys). He comes back up with only one copy.
CSR: Where's the other one...?!
Cust: I put it back on the shelf.

I laughed out loud at the absurdity of this.

Woodstock
August 13th, 2006, 07:25 PM
I had a customer the other day return a movie with a note attached to it, saying something along the lines of "Please put this in the porn section, not in a place where children can rent it." It was for 40 Year Old Virgin! What did they think it was going to be about? Grandma knitting a sweater?

Another type of customer that I hate are the ones that you warmly greet, and they look at you and keep walking!

zooworker
August 13th, 2006, 07:50 PM
Another type of customer that I hate are the ones that you warmly greet, and they look at you and keep walking!
Oh, I hate the ones that walk in with the phone glued to their ears and at the counter they are upset that you have to ask them a question and interrupt their conversation.

igniteice
August 13th, 2006, 08:52 PM
Had the typical customer from hell tonight. This girl who has a whole 6 rentals on her account over the past year or so - her insane mother comes into store, they're foreign (of course.) She comes up with a copy of Syriana and says it doesn't work. So I say okay, I'll switch it out with another one.

I take the disc out of the case and look it over - it looks PERFECT.

C: Why would it be skipping?
Me: I don't know, it looks fine.
C: Well it was skipping all throughout.
Me: Okay, well, I'll just get another one.
[I start cleaning the disc]
C: I'm not taking that one again.
Me: I know.
C: So why do you have to do that now?
Me: For the next customer who rents it...
C: You can't do that after I leave?
Me: Well I have to exchange it, so I've gotta put it back out.
[This woman is being a serious bitch.]
Me: Now hold on a second, I'll go get another copy.

I go and get three copies of Syriana and start checking them all.

C: Also, the movie is very dark.
Me: Okay...
C: Why is that?
Me: I don't know, that's something with your TV.
C: No the movie is dark, why is that?
Me: I don't know, you need to change the brightness on your TV.
C: No it's not my TV it's the DVD - you exchange it and we'll see if this other one is dark too.
Me: Okay...

So I bring up her account and MASSIVE warnings follow. There's a warning from when she first opened her account - something about complaining about our rental periods and "that's why she said she rents at Hollywood" follow by "Okay..." like "what the hell is she talking about?" So then I know it's not just me!

So I read the next warning - it's from another manager. Aha, this is the bitch my CSR was talking about the other day. So I start to exchange the movie and the woman says to me, "I don't like your attitude."

Me: What?
C: Your attitude, it's terrible, bad customer service.
Me: Uh, okay...
C: Why would this movie not work for me?
Me: I don't know.
C: Is that was scratches do?
Me: What? There were no scratches on the DVD.
C: There were! Your attitude is bad!

(it went something like that- but I remember very clearly then she asked for my general manager - wtf?)

So I'm like, "Okay, well, you can log on to Blockbuster and file a complaint there..."

She goes PSYCHO! I'm like, "Look, I have several complaints from several of my employees about you - including two very rude phone calls."

She says, "I did not call! I did not call you!"

Then her fucking daughter comes up! Wtf - her daughter apparently called us and was acting like a bitch too. Her daughter, the person who owns the account (so wtf wasn't she the one talking to me from the start?) says to me, "I called you, and I was not rude, I was just wondering why you wouldn't exchange this movie for a different movie. If it didn't work, it should be up to the customer to decide what they want."

I'm like, "What? If the movie doesn't work, then we exchange it for another copy of the same title, otherwise we'd just be handing out free rentals."

She says to me, "Yeah, but I'm a valued customer, I'm not trying to rip you off."

I say to her, "I've heard that line before." She says, "It's not a line." No, I was fucking serious - she said that to a CSR and a manager of mine, that she is a "valued customer." She says to me, "I just won't rent here anymore, and you don't want that, you want to keep your customers."

So I'm thinking, "Fuck this."

Now that conversation with her daughter was basically the "aftermath" of the nuclear explosion. When did I drop the bomb you ask?

When I fucking credited Syriana to her account and refunded her mother the $4.35 and locked up all the movies and told her she's not allowed to rent here.

I FUCKING WIN.

Seriously though - assholes who treat my employees like crap (three incidents not including the one I had with BOTH of them) don't GET to rent at my store. Fuck that.

And her daughter is all like, "I'm sorry my mother was so rude to you" and all this bullshit. Then I really made her daughter feel fucking guilty, told her, "I even brought up three copies of Syriana to find the perfect one, I was ready to exchange it, but then I get treated like crap - that's not cool."

Owned.

smellmefingers
August 13th, 2006, 09:33 PM
sometimes that waiting movie applies to our job too. especially Foreigners, I like how sometimes they speak perfect english, and suddenly say something in their language.

Erythro42
August 14th, 2006, 01:10 AM
I had the paranoid crazy woman who thinks we "stole" her credit card number, somehow captured it, when she rented movies last time, and who admits that she has had our movies for over two weeks, and doesn't feel like bringing them back, but we can't just charge her card (the number of which we stole when she rented, by the way) without her permission.

I explain that she must used the card as security when she opened the account, and that signing the application gave us permission to do just that, because we don't have any way of storing credit card numbers through the verifone, so apparently I must have copied it down by hand onto a piece of paper when she rented, even though I can't imagine a scenario where a clerk could do that and not have the customer inquire as to what they were doing. I imagine in her head it went something like this:

"What are you doing with my credit card?"
"What? Oh. Nothing. Pay no attention to the man behind the curtain!"
"Oh, okay. That makes sense."
"And what's your mother's maiden name?"

What kills me is that she knew the movies were still out, and that they were really late, and she understood the EOLF policies, and didn't accuse me of false advertising, but she was still outraged that we charged her credit card when she didn't return our product.

brantheman
August 14th, 2006, 02:48 AM
I had the paranoid crazy woman who thinks we "stole" her credit card number, somehow captured it, when she rented movies last time, and who admits that she has had our movies for over two weeks, and doesn't feel like bringing them back, but we can't just charge her card (the number of which we stole when she rented, by the way) without her permission.

I explain that she must used the card as security when she opened the account, and that signing the application gave us permission to do just that, because we don't have any way of storing credit card numbers through the verifone, so apparently I must have copied it down by hand onto a piece of paper when she rented, even though I can't imagine a scenario where a clerk could do that and not have the customer inquire as to what they were doing. I imagine in her head it went something like this:

"What are you doing with my credit card?"
"What? Oh. Nothing. Pay no attention to the man behind the curtain!"
"Oh, okay. That makes sense."
"And what's your mother's maiden name?"

What kills me is that she knew the movies were still out, and that they were really late, and she understood the EOLF policies, and didn't accuse me of false advertising, but she was still outraged that we charged her credit card when she didn't return our product.


When they ask me why we require a credit card I tell them, "well, if you don't return something, you've got a choice: we can either charge it to your card and it can be taken care of then and there, or, we can report it to collections and they'll take it from there."

They choose the credit card.



Had the typical customer from hell tonight. This girl who has a whole 6 rentals on her account over the past year or so - her insane mother comes into store, they're foreign (of course.) She comes up with a copy of Syriana and says it doesn't work. So I say okay, I'll switch it out with another one.

I take the disc out of the case and look it over - it looks PERFECT.

C: Why would it be skipping?
Me: I don't know, it looks fine.
C: Well it was skipping all throughout.
Me: Okay, well, I'll just get another one.
[I start cleaning the disc]
C: I'm not taking that one again.
Me: I know.
C: So why do you have to do that now?
Me: For the next customer who rents it...
C: You can't do that after I leave?
Me: Well I have to exchange it, so I've gotta put it back out.
[This woman is being a serious bitch.]
Me: Now hold on a second, I'll go get another copy.

I go and get three copies of Syriana and start checking them all.

C: Also, the movie is very dark.
Me: Okay...
C: Why is that?
Me: I don't know, that's something with your TV.
C: No the movie is dark, why is that?
Me: I don't know, you need to change the brightness on your TV.
C: No it's not my TV it's the DVD - you exchange it and we'll see if this other one is dark too.
Me: Okay...

So I bring up her account and MASSIVE warnings follow. There's a warning from when she first opened her account - something about complaining about our rental periods and "that's why she said she rents at Hollywood" follow by "Okay..." like "what the hell is she talking about?" So then I know it's not just me!

So I read the next warning - it's from another manager. Aha, this is the bitch my CSR was talking about the other day. So I start to exchange the movie and the woman says to me, "I don't like your attitude."

Me: What?
C: Your attitude, it's terrible, bad customer service.
Me: Uh, okay...
C: Why would this movie not work for me?
Me: I don't know.
C: Is that was scratches do?
Me: What? There were no scratches on the DVD.
C: There were! Your attitude is bad!

(it went something like that- but I remember very clearly then she asked for my general manager - wtf?)

So I'm like, "Okay, well, you can log on to Blockbuster and file a complaint there..."

She goes PSYCHO! I'm like, "Look, I have several complaints from several of my employees about you - including two very rude phone calls."

She says, "I did not call! I did not call you!"

Then her fucking daughter comes up! Wtf - her daughter apparently called us and was acting like a bitch too. Her daughter, the person who owns the account (so wtf wasn't she the one talking to me from the start?) says to me, "I called you, and I was not rude, I was just wondering why you wouldn't exchange this movie for a different movie. If it didn't work, it should be up to the customer to decide what they want."

I'm like, "What? If the movie doesn't work, then we exchange it for another copy of the same title, otherwise we'd just be handing out free rentals."

She says to me, "Yeah, but I'm a valued customer, I'm not trying to rip you off."

I say to her, "I've heard that line before." She says, "It's not a line." No, I was fucking serious - she said that to a CSR and a manager of mine, that she is a "valued customer." She says to me, "I just won't rent here anymore, and you don't want that, you want to keep your customers."

So I'm thinking, "Fuck this."

Now that conversation with her daughter was basically the "aftermath" of the nuclear explosion. When did I drop the bomb you ask?

When I fucking credited Syriana to her account and refunded her mother the $4.35 and locked up all the movies and told her she's not allowed to rent here.

I FUCKING WIN.

Seriously though - assholes who treat my employees like crap (three incidents not including the one I had with BOTH of them) don't GET to rent at my store. Fuck that.

And her daughter is all like, "I'm sorry my mother was so rude to you" and all this bullshit. Then I really made her daughter feel fucking guilty, told her, "I even brought up three copies of Syriana to find the perfect one, I was ready to exchange it, but then I get treated like crap - that's not cool."

Owned.


I<3U.

I've actually had someone try and rip me off with the refunds before. First of all, me giving out a refund is RARE. I'll do everything in my power to prevent it, and I only use it as a last resort. So, this lady comes in with two BSI movies. She had rented them about ten minutes earlier. She tells me she changed her mind and wanted her money back. I asked if she'd like store credit instead, and she, very politely, asked for a refund instead (so I figure, hey, why not? she's being really nice about it). I ask for her receipt, and she doesn't have it. So I ask for her card. I bring up her account, and sure enough, she had JUST rented the movies a little while ago. So I make the exception and don't require the receipt since it's right there in the history. I see that she had done the 2 for 5 deal. So I credit them back, and fix it to where she only gets credited for what she paid: $5.41. I do the refund and hand it back to her. She flips.

C: The movies are nearly five bucks a piece alone. Why am I only getting back half?

Me: M'am, you did the two for 5 deal. I gave you back exactly what you paid.

C: Bull! I paid a little over ten dollars for both those movies!

Me: Okay. Even if you hadn't got the 2 for 5 deal, it would have been 9.29 after tax. Not over 10.

C: ...........

Me: But your history shows that you DID receive the 2 for 5 discount.

C: I want a receipt showing that.

Me: M'am, you received a receipt when you checked out.

C: I want a receipt.

.....So I go through the receipt list and find hers, reprint it, and point out to her that she DID INDEED pay 5.41. She of course still argued. I finally just highlighted our phone number on the receipt for her and told her to give the SM a call in the morning. Bitch.

So basically, she thought she'd pull a fast one and rip us off by five bucks. What a douche.

CarnorJax27069
August 14th, 2006, 03:22 PM
This is to you sir/madam who comes in with a movie 3 days overdue, telling me its defective and you want a credit. (Franchise Store-Late Fees here.) I politely explain that if you had returned it on time, or even bothered to call us we would have been happy to take care of it for you. We have LATE FEES... You know this, play by the rules.

This is for you sir/madam who bring up 3 previewed movies when we are having a buy 2 get 1 free sale. Granted two of them are priced at $6.99 and one of them is $12.99. You ask "I get the $12.99 movie free right?" NOOOOO
the computer is going to take off the lowest stickered priced movie. I mean seriously where are you people from that thinks that any business anywhere operates like that. Instead of saying ok, you want to get pissy and accuse me of ripping you off! wtf???? Get a brain you idiot!!!

This is for you sir/madam who always seems to know when I have straightened the PVT section. You come in rummage through everything, moving things around from here to there. You destroy the tables and then you just up and leave. Never buying anything! God how I want to thank you so much for making sure I have something to do with my time!

This is for you sir/madam who brings up your rentals to me. I open them and verify the titles you are selecting, and you say yes. I ring up the sale and hit the total button and out of the blue you say ohhh.... I didn't want that movie I wanted such and such. Open your ears... I wasn't asking for my health. HELLO!!!!

igniteice
August 14th, 2006, 04:12 PM
So basically, she thought she'd pull a fast one and rip us off by five bucks. What a douche.

Lady tried doing that to me once over $30 in credit on her account. She's like, "We've been prepaying the account, so can you just refund that back to our credit card?" I look through the history and see a few instances where she did indeed put $30 in cash onto the account, but the LAST time she prepaid the account was $30 in giftcards. I tell her there is no way in hell she's getting a refund because she didn't even prepay it with cash. I mean, basically, at one point, yes, she put $30 in cash on the account, but since then she has technically used that $30, and put $30 in giftcards, and it just doesn't transfer like that.

I think her husband rented a movie just the other day too, big warning on the account, "customer only uses coupons/giftcards to rent." Nice.

I had customers from hell today. First guy comes in and says he needs to take care of a late fee. Okay!

He comes up to the register and I bring up the account, "Erm... the movie is still out. Late fees get added once the movie is returned." He says, "Well, I lost the movie, so I'd just like to pay for it." So I say okay and do a quick LOSTCKIN on it and boom, it gets transferred to PRP. Total comes up, $18.25. He thinks, "$18? Gees." I say to him, "Well, the movie was $12.99 previously viewed price and there was a $4.35 late fee." He says, "Well that's BULLSHIT." He actually hesitated to sign the credit card receipt (which means nothing actually - his refusal to sign it doesn't mean it gets reversed; I think they just enacted a law here saying you don't have to sign a receipt under $20.)

Anyway, he signs it and is all, "That's a crock of shit - if I'm paying for the damn movie, I shouldn't have to pay a late fee too." The movie was 6 days late when I used LOSTCKIN on it and selected Lost (as opposed to damage.) He says he lost it on a plane. Wtf?

Next guy has this week long rental back in february returned on time. A few days later, there's another week long rental returned late. First one was checked in about 14:03. The next one, 3 days later, was checked in 14:33. There's no drop box checkin message on it, and the movies were both checked in by the same employee. So one of two scenarios happened:

employee scanned both movies and someone missed one, then another customer rented it 3 days later, and that same employee, 30 minutes later then the time the first one was checked in, checked it out to another customer, saw the "This item is checked out to another customer, check it in?" Hit "Yes" and the customer beforehand got a $4.35 balance.

or, employee scanned one item in, which was the only one returned, and customer returned the other one 3 days later (at about same time, 2pm vs 2:30pm) and employee scanned that one in. This particular customer has around 500 rentals but has had an account since 1991. That's 33 rents per year, and since the beginning of 2006, has rented a total of at least 4 movies (the first two week long rentals, then he came back in 2 months later and rented 2 more, and that was back in april.)

So basically, a "long time customer" who stopped renting and means nothing to me. Anyway, the dude is all arguing about the late fee again with me (we'd already had the discussion - but the funny part is, the FIRST time I talked to him about it, he didn't tell me the late fee was invalid, he told me I have to remove it because he's a great customer or some crap like that. I love how customers excuses migrate from, "Yes I returned it late but you have to remove the late fee" to "No I didn't return it late obviously because I'm a great customer, that's your system's mistake!"

Alright, but the guy is renting four BSI movies and the total comes to $21.79. He gives me $21, two quarters, and two dimes. I say to him, "It's 79." He looks at me and says, "This is all I've got" and hands me a nickle. I say, "But I need the other four cents" and he says, "I'm not putting that on my credit card, that's it, that's the final straw" or some stupid phrase and he says "forget it, you can just cancel my account there" and he walks out.

FOUR CENTS.

Clearly that's going to make me remove a $4.35 late fee you claim is "invalid." I mean, I'm looking at this logically...

Do I believe one of my employee's could have screwed up and checked it in instead of given it to a manager to FOS? Yeah - it happens. But do I also believe that if someone is too cheap as to not pay 5 cents (and he wasn't going to pay even that 5 cents until I asked - he gave me 70 cents out of the 79 and expected me to just bend over backwards. What the fuck?) But if he's THAT cheap, then I do believe he's cheap enough to lie about a $4.35 late fee.

I mean, what is it with people who have 500-1000+ rentals thinking they get some fucking special treatment?

This other lady with 700+ rentals, gold rewards member, says to me, "That movie was NOT late!" The hell it wasn't - I personally picked it up out of the drop box and checked it in myself using drop box checkin - my ID is next to it, 3 days late, and she tells me, "I don't know what kind of employees you have working there that would hold on to a movie for so long." Excuse me? Go fuck yourself. Another manager ended up charging her CC on a call report one morning - the woman FLIPPED over the phone. She asks for a place to complain - I tell her blockbuster.com right, and she says, "No! NO! That won't work, not some internet address, because I don't have a computer, I want a PHONE number that I can talk to someone." I'm like, "Well, there isn't a number, but you can write a letter and drop it off here" - she says, "No i don't trust you people." That was like fourth time she had said, "you people" to me, so I hung up on her. Bitch!

igniteice
August 15th, 2006, 02:08 PM
All these fucking new threads being created keep pushing the good threads like this one and customers say thread to the bottom.

Can't I for once get some fucking GOOD FUCKING EMPLOYEES TO JUST STAY WHEN THEY GET HIRED. DAMMIT!

blacksky
August 15th, 2006, 03:56 PM
This is a pretty good thread, heres a sympathy "bump"

igniteice
August 17th, 2006, 02:57 AM
New addition... this one was inspired by a post of brantheman's in which a girl tells him to let the store manager know she called but fails to tell him her name.

Customers who actually think I'm going to call them back. Man, these people really amaze me. Why? Because I never lose the waiting game with these assholes. I can always wait out some idiot longer than they can care about their minute problem.

It typically goes like this.

C: I'll be expecting a call.
Me: Okay, sure, I'll let you know in a few days.

Then I never hear back from them.

Sometimes, they give me ultimatums such as:

C: I want a call by this friday from your supervisor.
Me: I'll definitely let them know.

It's happened so many times. One guy in particular wants some $4 credit refunded to him from this store that closed over half-a-year ago! He asks me to get his customer history report. I told him I'd look into it and call him back. That was almost 2 weeks ago. Haven't heard from him and I sure as hell haven't done anything myself.

whorehoppin
August 17th, 2006, 09:29 PM
I love the waiting game - I always tell customers that I'll call them or the SM will call them back after looking at their account - we do nothing about it of course. Then they call back 2 weeks later saying we were supposed to call them back. I just say, well the store manager isn't here today, but I'll leave him a note and he'll call you back tomorrow. I sometimes leave that note but my SM never calls anyone back.

igniteice
August 17th, 2006, 10:28 PM
Woman comes in today to set up account. This is typical customer who gets a giftcard from some asshole, so this person comes to rent a movie and doesn't have an account (they never do.) Of course, the gift card is always for only $5 and they're too cheap to buy a movie and pay the difference, so they have to use it on a rental.

So this bitch is complaining about having to fill out a membership. She mumbles, "All this to use a giftcard..."

She is fine supplying a credit card and fills out the application fine as well. But all hell then breaks lose.

C: You'll rip up these membership application when I return the movie, right?
Me: What?
C: When I return the movie, you'll rip this application up?
Me: Uh, no.
C: Why not, the movie will be returned.
Me: We keep the applications, they are a contract.

Some dead silence falls thereafter. Then she starts up again.

C: Well, I'll have it ripped up when I return the movie.
Me: Uh, okay, I don't know how.

A few more seconds of silence linger through the air.

C: Who is the manager around here?
Me: That'd be me.
C: Gees... you're the manager...

I get to entering the address in the system...

C: You know what, I'm going to skip out on this.

I immediately say okay, hit exit, rip up the application and hand it to her and then attend to the other customers waiting behind her. She says something about "with all the identity theft these days..."

Okay - so the real fucking ironic part here happens about 20 minutes after she leaves.

She fucking comes back in and immediately leaves, with her application in hand and says, "Forgot my application."

Beautiful - this total nut is paranoid about us holding on to an application but she fucking leaves it on the counter for ANYONE to pick up - credit card and all. The fuck is wrong with people...

blacksky
August 17th, 2006, 10:49 PM
I'm positive the government is putting retard chemicals in the drinking water. Thats why I only drink my own urine.

Aphrodite
August 18th, 2006, 04:26 AM
Thats good to know :rolleyes:

Ridge
August 18th, 2006, 07:40 AM
Where to begin:

*Like the above rant I HATE fucktards that stroll up to my counter waiting to be checked out and yet they stand there yappin' away on their cell phones, so therefore I feel like I'm intruding on THEIR conversation when I have to tell them their total and due dates. I'm at the point where if they're pullin' that shit I don't even talk to them. I just wait until they ask me the total and them I throw their shit on the counter. No due dates being spoken.



That really pisses me off too, so I recently found a way to deal with these people. I just talk really loudly to these people, ask them a lot of questions, try selling them a whole lot of stuff, and repeat myself if they don't respond. You should see the embarased look on some peoples faces when I do this.

coldie
August 18th, 2006, 09:05 AM
Any store who uses display boxes with "NEW THIS WEEK -->" inserts in them knows about these guys... the guys who open the damn empty cases thinking a DVD will magically appear inside. Of course, once they realize it was a fallacy, they don't bother closing the case, they just leave on the shelf half way open.

This happens A LOT with dead/display boxes in the game section too.

Kool-Aid Man
August 18th, 2006, 09:11 PM
This deals with the wonderful backer cards!

Next customer who brings up a backer card or one of the generic yellow display boxes that I know is a regular & should know better by now, I will beat to a bloody pulp.

GrumpyASM
August 19th, 2006, 08:09 PM
I don't mind so much that the idiot customers bring up the backer cards to see if a movie is available. I despise it, however, when they try to sneak them out of the store as if the damned cards will make a nice decoration on their wall at home. I finally broke down and told one repeat offender to come in on Mondays and I'll give him the backer cards I'm planning on discarding. He was THRILLED to say the least.

csb
August 19th, 2006, 08:38 PM
We have made some temporary backercards for BSI by gluing a cover box insert to the backside of extra backercards. People turn them over thinking they are helping and don't notice that 9 Dead Gay Guys (http://imdb.com/title/tt0336910/) is a LITTLE out of place in the family section.

igniteice
August 19th, 2006, 11:34 PM
I can't remember off the top of my head what this particular guy did tonight, but it really pissed me off when I thought about all the times it happens.

Last night though - my CSR points out to me this like 6 or 7 year old girl who has a ton of movies in her hand. She's walking around with about 6 movies when she was pointed out to me. I thought, "Maybe she's just holding them for her parents." Then she picks up 3 pre-viewed DVDs... then she starts picking up some movies off the New Release wall.

So I go over to her and ask her, "Yeah, umm, who are these for?" She says she's going to rent some of them and the others she's going to put back. I immediately tell her not to put them back and to just drop them off up front. So she spreads them on the floor and goes through them all and brings up like half the stack and says, "Okay, I'm not getting these." Wtf? I'm pretty sure I had to tell her dad we have a 6 movie limit too - because he was off wandering around renting his own crap.

Other assholes I had to deal with tonight - some guy I added to the system, he was an inactive. His credit card on file had expired few months prior, so I updated that. First he asks me why I need his credit card, then I update it (same number) and it's declined.

Okay, what the fuck - why would you even be worried about someone having your credit card if it doesn't fucking work to begin with?

Second, and I really hate these assholes, I asked him if his address on his driver's license was his current address, because it was different from the one on the account - he said no, it's changed. Fuck man - these people seriously piss me off. They've got the "original" address, the "license" address, and then the "current" address. And then you'll be like, "Alright, and your current phone number is?" and they always say, "It's the same one." It usually isn't, of course.

Had a woman the other day come in to rent some movies - she had either 4 or 6 rents on her account. I bring up her account and her credit card had expired. I ask to update it and she immediately goes into "paranoid" mode about why I need her credit card. So she asks me about the last four digits and I read them off to her and she says, "I've never had a card with those numbers." I verified it was her account and everything, and I did update the account with her credit card. But then I figured, what the hell, why not - so after she left, I dug up her original application and sure as hell she had signed up with the credit card she claimed she "never had." I mean, her fucking signature is right there and credit card is written down. So I put a nice warning on her account about how she basically lied to me about the information on her account - incase someone ever tries to update something and she makes up some crap.

Air
August 19th, 2006, 11:42 PM
My favorite customers in the whole world are the ones who say "I'm from another state, can I still rent from here?"


Then the $64,000 question: "Do you have your card?"


"Yes, it's right here."


YES! YOU HAVE YOUR CARD! I PRAISE YOU! PLEASE TEACH THE OTHER CUSTOMERS OF YOUR WAYS http://icb2.com/newboards/Smileys/icb2/face_rock.gif

sar94pga
August 20th, 2006, 12:09 AM
yup, i had this customer tonight, and as soon as all was said and done, i knew it would be perfect for this thread

so picture a very rainy, very busy saturday night. 3 people on, 1 on meal. This lady comes up with her husband. No card, just her husbands id. her account. i watch for a while to see my csr handle this situation. csr can't find the account anywhere in the system. ANYWHERE. so i ask how long ago they signed up, couldnt remember, last week, the week before.....
after 10 FUCKING minutes of searching every method we could the dumb bitch finally says, well they did spell my last name wrong. AHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHH HHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHH HHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHH HHHHHHHHHHHHHHHHHHHHHHHH

DID YOU NOT THINK TO TELL US THAT BEFORE YOU LEFT WHEN YOU SIGNED UP?????????????????

so i finally went to the membership computer and did a reverse phone look up with her # to see if it would bring up her account. I asked her for her phone number. She said it was unlisted. I explained that she had to have provided a phone number when she signed up. after some grumbling she finally offered it up. and of course no account came up with that #.

I politely asked if they were sure they didn't have their card, they said no. and it was silly that they needed it to begin with. and i just started at her. and said point blank. Well not to be rude but if you had your card with you to begin with, then you would be on your way home by now. This is why we require membership cards to being with.

so they bought their candy and went home. I looked again later on with as many combinations as i could for last names, and i did find it. It was in the computer as GO instead of CO. and i went and grabbed the app and could see where it looked like a G on the app. and i glanced at the phone #. Was not even close to the one she had given me. and i recognized the exchange as a particualar exchage given to the coporation that is in our town. called the number, and sure enough, it was her husbands work number.

oh for the love of christ. here's to the fucking dumb ass retard non trusting bastards that live in this country. if you would loosin up your damn collars and realize that the fuckin video store is not out to get you, and heaven for fucking bid you bring your god damned card to the video store with you, THEN YOU WOULD HAVE BEEN ABLE TO RENT YOUR GOD DAMNED SOFT CORE PORN............AHHHHHHH. what a bunch of fuckin idiots.

and i bet i get a customer complaint out of that bitch too....

igniteice
August 20th, 2006, 12:31 AM
Girl comes up to rent and says to me, "I don't know if I have an account." I ask her, "Do you have a membership card?"

She says back to me, "If I had a membership card, I'd know if I had an account or not."

What the fuck?

So I said back to her, "I meant maybe you had a membership card from another store..." She says no and hands me her license and tells me to look her up. I do so and she has an account, thankfully.

The amount of times customers have said, "I don't know if I have an account [at this store]," and I ask, "Do you have a membership card [from another store]?" That number is too absurdly high for me to quit asking just because one girl decided to be a bitch.

Aonther guy came up to check out and asks me if the movie they were renting (him and his wife) was any good. I said there are better movies and he asks me what's good and new. I recommend several titles that happened to be in my new release return pile, so he starts fucking digging through it. I mean, he was like literally shuffling through these movies pulling them out fucking left and right. I had them all fucking organized ready to go back and he's pulling out one, setting it on top, etc. I think he was trying to make a pyramid out of the movies or something.

I still can't remember what I originally wanted to post here tonight... like sar, I too had this customer that immediately afterwards I thought, "Yep, that's another asshole right there that I hate." I even thought, "I'll write this down so I remember it -- nah, I'll remember it definitely!" But I forgot it. Oh well.

igniteice
August 20th, 2006, 09:21 PM
I was training a new employee today and these two ladies come up to the counter to check out. They were about 45-55 years of age. Very proper, the two of them. One was on a cell phone and kept telling the other to hurry up, and the other kept talking back to her telling her she was going as fast as possible.

So basically the scenario was this: my new employee is standing there waiting for a membership card or driver's license. This lady is saying her name over and over. Employee looks back at me, looks forward, the lady says, "I've said my name THREE times!"

I say to employee, "do NOT type anything."

Employee asks for license, lady throws it on counter. Teaching employees one step at a time baby! Man that lady was a BITCH.

And I kid you not on the way to work there was a woman about 65 driving behind me trying to fucking race me or something - I finally swirved in front of her and cut her off all the way to work cuz she was trying to go about 45 in a 30mph zone. The fuck is her problem... same thing happened on the way home from work - dude was trying to go 55-60 in a 45. And I go about 4-5mph above the speed limit, so not like I drive slow!

But I purposely look for the assholes who like to speed. The funniest part was the dude on the way home started flashing his lights at me, hahaha, IN FUCKING BROAD DAYLIGHT. Like, "Ooh noo my eyes!" What the fuck? He turned them off after about a minute, haha... they always swirve into the next lane then and I speed up. IDIOTS!

Oh, and the speeding grandma - she started cursing, I'm not joking - she was like flipping out. I don't even watch the road in front of me half the time cuz they're too hilarious to take my eyes off of. These people go INSANE. It's like, fucking leave earlier you assholes.

igniteice
August 21st, 2006, 08:50 PM
Alright I updated that last reply but it didn't send it to top so now I'm bumping this up because of all those fucking pen/vault/drop box threads flooding it.

URBAN_COWBOY
August 21st, 2006, 11:35 PM
I don't work for BB anymore but..............

BUMP.....

just because I love this thread. Thanks IG.

igniteice
August 22nd, 2006, 01:10 AM
Yeah I'm sure I'll meet some more idiots this weekend - wait... why wait till the weekend! I'm sure I'll meet some more idiots my next shift.

I get idiots asking for directions all the time too around here. It's like they're driving by and thinking, "Oh, we're lost... let's stop at Blockbuster and ask for directions."

And then these morons sometimes lie about using the phone... "Oh, I need to call to find out what movie they want to rent." I'm like, "Uh, okay, sure..." and ask for the phone number. They get on the phone and they're like, "I'm at Blockbuster come pick me up!!" Bastards.

I had this mexican guy come in few weeks ago and he was asking for something but didn't speak any English and he was getting pissed off at me for not understanding him. Wtf? He kept pointing at things and I'd say something and he'd nod and then I'd ask him it in a question and he'd shake his head no. He finally just left the store all pissed off. He kept pointing at this game cover box, but he clearly was NOT talking about a game. Damn... I should have called up a detective for him or something to solve the case.

And then this bitch this morning comes in and stands by the inside drop box with her movie and I'm all, "Do you have a question? You can just drop the movie in the box." And she says to me, "I want to make sure it gets checked in because I've had some movies lately that haven't been getting checked in and I get calls about them."

I say to her, "Oh, well, we do a report to find movies on the shelf and then we take off the late fee and such..." She says to me, "Yeah, I think that's what they did last time."

So I check her movie in and she leaves and I look in the history. She had something like 260 rents and NO HISTORY. What the fuck was she talking about? People are always saying that bullshit! "Oh yeah I've rented here recently." -- "In the last 6 months?" -- "No it's been about 3 years."

What the fuck part of RECENT do people ignore? I'm guessing the context it's used in. I should try to be more direct. "Have you recently set foot in this fine estabilishment within a recent period of time such as that which might be considered under the past most recent 6 months?" Assholes.

And the bastards who give me their last name when I ask for their name after bringing up their account. Wtf? I'm pretty fucking direct, "And your name is?" -- "Thompson." -- "No, I mean, who are you?" -- "It's under Thompson." -- "Yeah, but what is your name?"

And idiots around here seem to think a checkcard that is declined is an active card. So I always sign up these members and ask them, "Is this credit card active?" They say, "Oh yeah, totally." I pre-auth it... declined. "You said it was active." -- "It is active!" -- "It's declined." -- "There's no money in it." -- "Then it's not active." -- "Yeah it's active I just don't have any money in my checking account." -- "..."

Or sometimes they think saying the right words will get me to bend policy, "Oh, it's declined? I just used it at the gas station 20 minutes ago!" My responses are getting more and more sarcastic... "Yeah, I don't know how you did that, but that doesn't help you here."

I've never once bent on credit card for new members and members added to system. Hell, if I bring up an account that an employee added and forgot to add a credit card to it - I'll turn them away if they don't have a credit card. "But they let me rent last time!" The fuck does that even mean? Do they expect me to be like, "Well, we require a credit card, and I just told you that an employee didn't add one because he/she made a mistake, but, I guess because they made a mistake, you're OKAY." Fuck that.

I had one guy that received a fucking $40 credit from the old SM and then refused to pay some like $20 late fees or something. Oh wait, he came in to rent some movies and he was renting FIVE DVDs - all new releases, a few 2-days. Very little rental activity and some warning about $40 in late fees because he was in hospital and how the late fees need to be removed. So one of my old idiot managers actually took off the $40 balance (I sure as hell wouldn't have) and let him go. So I ask him for a credit card and he gives me one and it's declined and he tells me, I kid you not, his exact words... "Yeah, I know it's declined, I've been a little behind in paying my bills." I'm adding up all these factors in my head...

1. Can't pay credit card bills.
2. Carries around declined credit cards.
3. Somehow racked up $40 in late fees.
4. Graciously had them removed.
5. Renting five DVDs, all New Releases, some 2-day rentals.
6. No visible rental history, and like 20-40 rents tops.

It was more or less along the lines of, "Get out." But I think he got the message when I said I can't rent to him without a valid credit card and he started saying, "This is bullshit!" Yeah...

I always try to lay the blame on the bank though, hahaha... "Sorry, umm, your credit card is declined, I'd talk to the bank..."

People are always like, "Oh, yeah, the bank, totally, I'll do that."

csb
August 22nd, 2006, 01:34 PM
We used to do hold lists (you don't have to tell me its stupid, I know), but thankfuly only for BSI titles / games, as they didn't have the turn around chances that NR movies do.

This customer type is made up only TWO customers, both of who were regulars at the store.

They would come in look for whatever game it was that was iching their fingers today, and not find it. They would ask us at the counter if we had it, and demand we check the drop box too. They would get it held if it came in.
15 min later:
Me: thanks for calling [blah blah blah]
c: Did it come back yet?
(I know exactly who it was by voice)
me: What were you looking for today?
c: (sighs) [GAME]
me: I'm sorry we don't have that in right now.
c: Well can you call me when it comes in?
me: We sure can, can I get you name and number?
c: [details]
me: Oh, it looks like we alredy had you listed for that title, we'll call you as soon as it comes it.

We would get 3 or 4 calls an hour like this from one person who wanted a game, and it finaly drove the SM to say we could never reserve anything, ever.

Nudedos
August 22nd, 2006, 10:41 PM
A few stories.

The when is the 2-day rental due back lady.

C - Is there any RV in the bin?
M - (I check), no its all out.
C - Well, when is it due back?
M - Its a two day rental, they come back sporadically.

I also do not kid here, I also don't use a lot of vocabulary words a average 11 grader uses around our customers, but it just came out.

C - I don't want it if it doesn't play.

I was very confused when she said this.

M - I mean, they come back all the time, its a 2 day rental, we have a 7 day grace period, its all up to the customer.

C - Well, can you call them and tell them to return it.

What the fuck is she getting at here. That I should impose more on our customers. I should call Mr. I don't give out my credit card or Mrs. I returned my movie but I got this postcard in the mail, you guys made a mistake and tell them, hey return RV because Mrs. Is it in the Golden Bin of Joy wants it.

I then ask her, would you like me to call you at home to tell you do return your movies.

C - Well, if you explained to me its because someone else wanted it, I would.

She then went back to look for more fine entertainment, the 25 copies of Shaggy Dog that were out, she came to ask for and Inside Man, she demanded her Rain Check for. Bitch.


My second one, just hurts my head talking about.

A man comes in, and is holding a postcard and 3 movies. I approach him and ask how can I help him? I here an accent, and want to cry right away.

C - I need to.. re-tune? movies.

M - Ok, I grab them but somehow looked at the labels not recognizing one of the titles. They were from the Daytona Store.

I can't check these in sir, they aren't from our store.

C - Yes, I get them from Blockbuster.

M - I realize this sir, they say Blockbuster right on the label, but they are from the store on Nova.

C - No, I rent them from Blockbuster.

He then hands me the postcard for a balance of 5.67 or something, very odd amount.

I pull up his account, seems he rented here before. I see a warning saying "Do not accept movies from other stores, call for MOD right away". Who am I to disagree with the comment.

C - I don't owe nothing. Fix it. Fix it. Fix it.

M - I heard you sir, I think this situation is better suited for the Manager.

C - He has a dump grin on his face, and shakes his head no.

MOD reads the warning, and proceeds to deny him also.

MOD - I can't accept this, they aren't from our store.

C - Don't be fucking stupid.

They proceed to argue, which MODs shouldn't due and this one does on my occasions, much to my delight, it is very entertaining.

The customer leaves, takes his postcard from the other store and walks out "With his movies.". I say that just to note that if he left the movies, we would have had to check them in.

This guy trys this shit at least once a week and I had a few other CSRS almost call the other store. Lucky I caught them and pointed to the wrn.

zooworker
August 22nd, 2006, 10:46 PM
A few stories.

The when is the 2-day rental due back lady.

C - Is there any RV in the bin?
M - (I check), no its all out.
C - Well, when is it due back?
M - Its a two day rental, they come back sporadically.

M - I mean, they come back all the time, its a 2 day rental, we have a 7 day grace period, its all up to the customer.

C - Well, can you call them and tell them to return it.

She then went back to look for more fine entertainment, the 25 copies of Shaggy Dog that were out, she came to ask for and Inside Man, she demanded her Rain Check for. Bitch..
All this from someone who probable keeps movies out for 29 days.

brantheman
August 22nd, 2006, 10:54 PM
I still say nothing beats the classic...

Me: Do you have your card or license?

C: 824-555-5555

Me: Okay. Card?

C: They just look it up by my number. I'm in the system. (WHICH IS BULLSHIT! Will someone PLEASE tell me where the phone number crap originated from?)

Me: We have no way of looking it up through your number. I need the card or an ID to rent to you.

C: *sigh*


Blah!

zooworker
August 22nd, 2006, 11:04 PM
They just look it up by my number. I'm in the system. (WHICH IS BULLSHIT! Will someone PLEASE tell me where the phone number crap originated from?)
Blah!
Many years ago, if they didn't have the card we could ask for the name and then the phone number to verify the account. But BBi got sued and lost over the phone number bit and we were told not to ask it for Id anymore. People will sue any large company for anything.

Nudedos
August 22nd, 2006, 11:08 PM
I still say nothing beats the classic...

Me: Do you have your card or license?

C: 824-555-5555

Me: Okay. Card?

C: They just look it up by my number. I'm in the system. (WHICH IS BULLSHIT! Will someone PLEASE tell me where the phone number crap originated from?)

Me: We have no way of looking it up through your number. I need the card or an ID to rent to you.

C: *sigh*


Blah!


Sweet Lord Yes. I asked several Managers and they told me they have never accepted phone numbers. I don't understand why people think I'm so prone to typing a phone number recited so quickly, if we did actually do it. My response to them is reciting it back to them.


Many years ago, if they didn't have the card we could ask for the name and then the phone number to verify the account. But BBi got sued and lost over the phone number bit and we were told not to ask it for Id anymore. People will sue any large company for anything.

So I was right in theory alone.

C - Yeah, thats my number.
M - I know, and I now know you number, which means if I went to any other place and recited it, I could pull up your account and very well damage it.

Most will then proceed to pull out their cards. WHY THE FUCK DIDNT THEY DO THIS IN THE FIRST PLACE!

ALSO, IF YOU COMING TO BLOCKBUSTER, have your card goddamn ready. I hate when people tear their wallets apart just to find it.



Our store also had a meeting about allowing rentals without ID. Sometimes a few clerks would just ask for an address or phone number (Probably how this problem stems) then allows the rental.

Well, a group of kids come up to the counter, and they always, always have no ID or any idea of what a Brain is. Example.

M - Do you have an ID?

C - Its my moms account.

M - Well, I need your ID and if your not on the account, I'll have to call them.

This is when Friend A interjects with her knowledge of how things run around here.

C - I never get this problem when I come in.

M - Well, whats your account then, obviously your more prepared and would have an account with your name clearly on it.

Shes stunned at this point that I actually didn't cave in at her lame attempt at proving me wrong.

Gives me a last name and I pull the account. It has a Check ID and his name is no where to be found. I then tell him I have to call. Of course he now found his Jefferson High Id Card and hands it to me.

C - THERE!

M - Your not on the account, so I have to call your parents.

C - No don't, see I told you (INSERT GIRL NAME HERE) I couldn't.

He then tells me that he rented movies before and his friend (THE GIRL) didn't return them on time and the parents got charges, now the CHECK ID makes sense.

If anything out of this, I made sure a number was right, checked the warnings on the account if they still had use. ( I hate when we still have rainchecks wrns from 5 months ago) and made sure that she didn't have to come and open

brantheman
August 22nd, 2006, 11:09 PM
Many years ago, if they didn't have the card we could ask for the name and then the phone number to verify the account. But BBi got sued and lost over the phone number bit and we were told not to ask it for Id anymore. People will sue any large company for anything.

In that case i'm going to sue because I get scheduled to open every fucking Wednesday and I always get stuck with the shipment and have to receive it all before I leave :mad:

zooworker
August 22nd, 2006, 11:14 PM
In that case I'm going to sue because I get scheduled to open every fucking Wednesday and I always get stuck with the shipment and have to receive it all before I leave :mad:
I like Wednesdays, gives me something to do. It gets so fucking boring sometimes.
Go ahead and sue, just imagine you there and over there are 20 lawyers grinning at you.:rolleyes:

Angry
August 22nd, 2006, 11:18 PM
Sweet Lord Yes. I asked several Managers and they told me they have never accepted phone numbers. I don't understand why people think I'm so prone to typing a phone number recited so quickly, if we did actually do it. My response to them is reciting it back to them.




So I was right in theory alone.

C - Yeah, thats my number.
M - I know, and I now know you number, which means if I went to any other place and recited it, I could pull up your account and very well damage it.

Most will then proceed to pull out their cards. WHY THE FUCK DIDNT THEY DO THIS IN THE FIRST PLACE!

ALSO, IF YOU COMING TO BLOCKBUSTER, have your card goddamn ready. I hate when people tear their wallets apart just to find it.



Our store also had a meeting about allowing rentals without ID. Sometimes a few clerks would just ask for an address or phone number (Probably how this problem stems) then allows the rental.

Well, a group of kids come up to the counter, and they always, always have no ID or any idea of what a Brain is. Example.

M - Do you have an ID?

C - Its my moms account.

M - Well, I need your ID and if your not on the account, I'll have to call them.

This is when Friend A interjects with her knowledge of how things run around here.

C - I never get this problem when I come in.

M - Well, whats your account then, obviously your more prepared and would have an account with your name clearly on it.

Shes stunned at this point that I actually didn't cave in at her lame attempt at proving me wrong.

Gives me a last name and I pull the account. It has a Check ID and his name is no where to be found. I then tell him I have to call. Of course he now found his Jefferson High Id Card and hands it to me.

C - THERE!

M - Your not on the account, so I have to call your parents.

C - No don't, see I told you (INSERT GIRL NAME HERE) I couldn't.

He then tells me that he rented movies before and his friend (THE GIRL) didn't return them on time and the parents got charges, now the CHECK ID makes sense.

If anything out of this, I made sure a number was right, checked the warnings on the account if they still had use. ( I hate when we still have rainchecks wrns from 5 months ago) and made sure that she didn't have to come and open


People not having their card or ID ready has always pissed me off as well. They're usually the same people who get all pissed off if they have to wait in line for a couple minutes, and then when it's their turn, they don't have their shit in order.

brantheman
August 22nd, 2006, 11:18 PM
I like Wednesdays, gives me something to do. It gets so fucking boring sometimes.
Go ahead and sue, just imagine you there and over there are 20 lawyers grinning at you.:rolleyes:

Are they hot lawyers? I'll grin right back, only more seductively.

How do you think I got promoted?

zooworker
August 22nd, 2006, 11:20 PM
Are they hot lawyers? I'll grin right back, only more seductively.

How do you think I got promoted?
Sexual Harassment?:D

brantheman
August 22nd, 2006, 11:21 PM
M - Your not on the account, so I have to call your parents.

No no no :eek:

I get offered more times than not to call the kids' parents. I tell them no. They ask if they can call ME. I tell them no.

The only way someone is renting on an account that isn't there's is either being already listed or having their parent physically come INTO THE STORE and add them. No over the phone shit. That's an inconvinience to me, AND to the parents.

brantheman
August 22nd, 2006, 11:21 PM
Sexual Harassment?:D

I was the harasser, obviously.

zooworker
August 22nd, 2006, 11:22 PM
I was the harasser, obviously.
That doesn't surprise me at all. :D

Nudedos
August 22nd, 2006, 11:28 PM
No no no :eek:

I get offered more times than not to call the kids' parents. I tell them no. They ask if they can call ME. I tell them no.

The only way someone is renting on an account that isn't there's is either being already listed or having their parent physically come INTO THE STORE and add them. No over the phone shit. That's an inconvinience to me, AND to the parents.

I can understand that, but considering most numbers are disconnected and these kids will stand there considering they have nothing else to do and we have a pretty steady line most of the time, I'll do anything to move them along. Of course I don't add them or touch the account after the call, besides renting, its just for the benefit of getting them out of my store. :)

Also, a little off-topic, I searched the forums and I read over the Noob Thread. I don't believe we have a thread about New Employee Mistakes. Just putting it out there before being blasted for opening the topic.

brantheman
August 22nd, 2006, 11:35 PM
I can understand that, but considering most numbers are disconnected and these kids will stand there considering they have nothing else to do and we have a pretty steady line most of the time, I'll do anything to move them along. Of course I don't add them or touch the account after the call, besides renting, its just for the benefit of getting them out of my store. :)


It's actually really simple to get them out. Say, "They have to physically be here and add you." If they bitch, just give them the "oh well" look. Ask if they're 18 and suggest they start their own account. If not, oh well, put the movies aside and say "next, please!". That's what I do. You'll get the occassional "You're an asshole!", "Let's go, Trisha! We're going to HOLLYWOOD!" or "Thats like, soooo effing retarded", but oh well. Gives you something to laugh about later.


That doesn't surprise me at all. :D

Nah. I got promoted because I was the only employee left who wasn't fired for theft :)

zooworker
August 22nd, 2006, 11:40 PM
Also, a little off-topic, I searched the forums and I read over the Noob Thread. I don't believe we have a thread about New Employee Mistakes. Just putting it out there before being blasted for opening the topic.
Go for it, I didn't find one either. Has anyone else found one?My search skills aren't that great;)

Nah. I got promoted because I was the only employee left who wasn't fired for theft :)
That's a good quality!:D

Nudedos
August 22nd, 2006, 11:41 PM
It's actually really simple to get them out. Say, "They have to physically be here and add you." If they bitch, just give them the "oh well" look. Ask if they're 18 and suggest they start their own account. If not, oh well, put the movies aside and say "next, please!". That's what I do. You'll get the occassional "You're an asshole!", "Let's go, Trisha! We're going to HOLLYWOOD!" or "Thats like, soooo effing retarded", but oh well. Gives you something to laugh about later.

Now that you say it.

A lady came in, movies in hand and pulled out her Debit Card. Blank stare at me.

C - How much?

M - I need your card or license.

C - I don't have it, how much?

M - I need an account to rent too.

C - Its Rod...

M - I still need an ID.
C- The last name isn't the same, its my husbands account.
M - Ma' am, Please. I need an ID, we use an ID as proof, you are who you say you are if you didn't have your card.
C - Well, I could have a card and it could not be mine.
M - You'll be happy to know, we just don't hand out cards to strangers, so I believe your pretty safe.

I pull the account and she isn't listed.

I will need to call your husband to see if you can rent.

C - The number on the account is wrong, it won't work.

M - ...... Well, thats too bad really. Since your not on the account and you gave a disconnected number, I can't allow you to rent.

C - This is bullshit, I rent all the time and no problems.

M - Who rented to you Ma'am, I will report them to my Manager.

C - ... I'm going to the other movie store.

M - Do you need directions Ma'am?

As she walked out, she mumbled "Smartass".

Goes to show, calling really doesn't make a difference and in the future, I just won't call!

zooworker
August 22nd, 2006, 11:47 PM
Now that you say it.

A lady came in, movies in hand and pulled out her Debit Card. Blank stare at me.

C - How much?

M - I need your card or license.

C - I don't have it, how much?

M - I need an account to rent too.

C - Its Rod...

M - I still need an ID.
C- The last name isn't the same, its my husbands account.
M - Ma' am, Please. I need an ID, we use an ID as proof, you are who you say you are if you didn't have your card.
C - Well, I could have a card and it could not be mine.
M - You'll be happy to know, we just don't hand out cards to strangers, so I believe your pretty safe.

I pull the account and she isn't listed.

I will need to call your husband to see if you can rent.

Goes to show, calling really doesn't make a difference and in the future, I just won't call!
We never call, because even if the number is good you have no way to know who is on the other end. There is a reason they are not on the account usually.

brantheman
August 22nd, 2006, 11:52 PM
Goes to show, calling really doesn't make a difference and in the future, I just won't call!

Good idea. You've just got to compare your two possible scenarios:

Scenario 1
Customer wants to rent, has no card, possibly no ID. Not listed on the account they apparently "always rent from". You call the number on the account. You get a bitchy, cranky parent who will either tell you "hell no" or "i thought I already did that! why are you calling me?!", blah blah blah. More headaches for you. Then, the customer gets to rent and you see the look of satisfaction on their face that they got their way. You still have a headache.

Scenario 2
"Sorry, they'd have to come into the store and add you."..."Oh, someone let you rent before? Who was it? I'll have to refresh their memory about company policy."..."Are you 18?"..."Great, applications are over here/Sorry...just have them come in next time and add you and you'll never have this problem again. Have a good one!" No headache. Just roaring laughter...on the inside.

zooworker
August 22nd, 2006, 11:54 PM
Good idea. You've just got to compare your two possible scenarios:

Scenario 1
Customer wants to rent, has no card, possibly no ID. Not listed on the account they apparently "always rent from". You call the number on the account. You get a bitchy, cranky parent who will either tell you "hell no" or "i thought I already did that! why are you calling me?!", blah blah blah. More headaches for you. Then, the customer gets to rent and you see the look of satisfaction on their face that they got their way. You still have a headache.

Scenario 2
"Sorry, they'd have to come into the store and add you."..."Oh, someone let you rent before? Who was it? I'll have to refresh their memory about company policy."..."Are you 18?"..."Great, applications are over here/Sorry...just have them come in next time and add you and you'll never have this problem again. Have a good one!" No headache. Just roaring laughter...on the inside.
It's number 2 that's a winner!!!!!!! :eek:
I always go for that one.:D

brantheman
August 23rd, 2006, 12:02 AM
It's number 2 that's a winner!!!!!!! :eek:
I always go for that one.:D

Yeah...and I know i'm not the only person who gets just a little bit of evil pleasure out of pissing people off who are coming at you determined to "get there way", especially teenagers :D

zooworker
August 23rd, 2006, 12:04 AM
Yeah...and I know i'm not the only person who gets just a little bit of evil pleasure out of pissing people off who are coming at you determined to "get there way", especially teenagers :D
:D :D :D .......

igniteice
August 23rd, 2006, 09:54 AM
C - This is bullshit, I rent all the time and no problems.

M - Who rented to you Ma'am, I will report them to my Manager.

C - ... I'm going to the other movie store.

M - Do you need directions Ma'am?

As she walked out, she mumbled "Smartass".

That response always pissed me off. The "Who rented to you? I'll REPORT THEM!" I doubt anyone actually says that to the customer. I'm positive in fact because I've had another employee use that same line when joking around about customers without ID. I had been telling him about some asshole, this was over a year ago, and he told me, "That's when you stop and ask the customer who rented to him and that you'll report that person."

First off, why would the customer know/remember? Second, you can just look up the history and see the ID of said employees and who is renting. It's like, more useless information to say to a customer. It sounds all fancy when you say it to other employees... "LOL, so I told the guy, 'you tell me who rented to you then and I'll make sure he's dealt with'!" But really... what the fuck? Most people just say, "Sorry, we can't look up accounts without ID" and then make sure all employees know this policy after the customer has left. No need to get the customer involved in policies that affect employees more so.

And the whole, "Do you need directions?" line... what the fuck? I don't mind if an employee says, "Have a good night" or "Thanks for stopping in" after someone announces they're going to Hollywood but don't be a fucking smartass. That guy was RIGHT in saying that to you. I mean, you were being a smartass, when all you had to do was politely explain a fucking policy about needing to see his ID to rent.

Let me break it down for you: there are customers who rent ALL The time and certain employees know them by name because they come in once a week for YEARS. Then they check out from another employee, some new asshole (like you) and they do what they've always done... they'd be content in showing their ID, but you get all fucking anal about it.

C: I've never needed to show my ID, why now?
You: Okay, who rented to you without ID? I'll be reporting them.

Right there you've lost them. Suddenly you are more interested in getting these "other" employees in trouble then helping this guy understand you are just asking for identification because... YOU'VE NEVER MET HIM!

And now you're telling him you want to get all his favorite employees in trouble? Smart move. I mean, maybe you should put a note on his account, "Please tell this customer that Janice was given a verbal warning for renting without ID and Mark was written up." Because damn, I'm sure he's hella interested.

Adornedatom
August 23rd, 2006, 01:14 PM
That response always pissed me off. The "Who rented to you? I'll REPORT THEM!" I doubt anyone actually says that to the customer. I'm positive in fact because I've had another employee use that same line when joking around about customers without ID. I had been telling him about some asshole, this was over a year ago, and he told me, "That's when you stop and ask the customer who rented to him and that you'll report that person."

First off, why would the customer know/remember? Second, you can just look up the history and see the ID of said employees and who is renting. It's like, more useless information to say to a customer. It sounds all fancy when you say it to other employees... "LOL, so I told the guy, 'you tell me who rented to you then and I'll make sure he's dealt with'!" But really... what the fuck? Most people just say, "Sorry, we can't look up accounts without ID" and then make sure all employees know this policy after the customer has left. No need to get the customer involved in policies that affect employees more so.

And the whole, "Do you need directions?" line... what the fuck? I don't mind if an employee says, "Have a good night" or "Thanks for stopping in" after someone announces they're going to Hollywood but don't be a fucking smartass. That guy was RIGHT in saying that to you. I mean, you were being a smartass, when all you had to do was politely explain a fucking policy about needing to see his ID to rent.

Let me break it down for you: there are customers who rent ALL The time and certain employees know them by name because they come in once a week for YEARS. Then they check out from another employee, some new asshole (like you) and they do what they've always done... they'd be content in showing their ID, but you get all fucking anal about it.

C: I've never needed to show my ID, why now?
You: Okay, who rented to you without ID? I'll be reporting them.

Right there you've lost them. Suddenly you are more interested in getting these "other" employees in trouble then helping this guy understand you are just asking for identification because... YOU'VE NEVER MET HIM!

And now you're telling him you want to get all his favorite employees in trouble? Smart move. I mean, maybe you should put a note on his account, "Please tell this customer that Janice was given a verbal warning for renting without ID and Mark was written up." Because damn, I'm sure he's hella interested.

It's an actually a very effective way of ending the customers line of reasoning. You're not actually going to get anyone in trouble, since you'd have to prove the customer wasn't saying that just to get specialist treatment. However by telling the customer that you're going to get someone in trouble for serving them without ID then they longer have any justified reason to demand specialist treatment. ;)

igniteice
August 23rd, 2006, 02:10 PM
It's an actually a very effective way of ending the customers line of reasoning. You're not actually going to get anyone in trouble, since you'd have to prove the customer wasn't saying that just to get specialist treatment. However by telling the customer that you're going to get someone in trouble for serving them without ID then they longer have any justified reason to demand specialist treatment. ;)

I always figured the fact that YOU aren't renting to them without ID pretty much gives them reason enough. I mean, it's not like they say, "Oh I drove here for nothing without my ID" and go home and next week they come back in without ID hoping this other "mystery" person is working so they can rent without ID. That's stupid.

igniteice
August 23rd, 2006, 11:22 PM
A question that customers have seemed to begin asking more and more has started to really irritate the hell out of me lately...

C: LOL do you guys get to pick the movies you play!?
Me: Uh, yeah
C: OH that's cool LOL so you can just play whatever
Me: Yeah... I mean, has to be G or PG
C: Oh yeah I guess!
Me: Yeah, so...
C: Oh, hey, do you get to pick your own employee favorites too or do they give you a list?
Me: ???

What the fuck does that even mean... for some reason customers think my employee favorites aren't really my employee's favorite movies. Why the hell wouldn't they?

Customers also don't understand the word "bays." They'll ask for a movie and I'll say, "It's the first bay there." They start looking in all directions. They go anywhere but in the direction of the movie.

Had a guy the other week ask where 16 Blocks is. It's the first fucking title up there... he doesn't see it. I tell him it's the first bay, he starts heading down towards the B's, to the D's - I'm like, "No man, it's back the other way." He comes back, finally finds it, and says to me, "Why isn't it in S?" I say to him, "Because it's not spelled out." He said something sarcastic to me. Not sure.

And I love how customers always have to say things when they pull out their Hollywood Video card, "LOL that's not the one you're looking for!" I should just be like, "Uh, yeah, it is, you're at Hollywood..." Hahaha... oh man, the look on their face would be priceless. I gotta do it one of these days. I have to!

Nah - but our employee favorites is right next to the front counters so I always hear idiots talking about employee favorites too, commenting on films. I should say something one of these days...

C: Lol that movie sucked!
Me: Yo, you do realize that's someone's favorite movie? How would you like it if I took your favorite movie and joked about it? How would that make you feel? Get the fuck out...

brantheman
August 24th, 2006, 01:49 AM
Mmmm....I actually quite like the "then tell me who it was so I can write them up" bit. Granted, I never actually write them up (and half the time I forget to even mention the incident to the employee in question), but I say this to the customer as politely as possible. It's all how you say it... Not in an accusing kind of voice. More like a "concerned-for-the-sake-of-protecting-store-policy" kind of voice.

This way, I don't come off sounding like I'm suggesting they're the ones who made the mistake, they understand that it *was* an employee's mistake and they assume i'll take care of it. The argument usually ends there. :)

csb
August 24th, 2006, 10:59 AM
C: Lol that movie sucked!
Me: Yo, you do realize that's someone's favorite movie? How would you like it if I took your favorite movie and joked about it? How would that make you feel? Get the fuck out...

They would deserve it for saying 'lol' out loud.

sar94pga
August 24th, 2006, 11:08 PM
bump......just for ice!!! :)

brantheman
August 24th, 2006, 11:40 PM
Okay, so not sure if anyone else has experienced this type of "customer", but I thought i'd share anyway.

It's the ones (usually men) who ask if we're hiring. Now, my store is fully staffed. We've got 4 managers and 3 csr's and that's all we need to run smoothly. But whenever someone asks, I always say "We're accepting applications." It's just a nice way of saying, "No, not really, but feel free to apply just in case we suddenly become short handed and we have your application on file."

Well, some guys take it as "Yes, WE ARE!" and run over to the employment center and spend the half-hour doing the application. Afterwards, this is all I hear.

Cust: So how much do you make here?

Me: I really can't say.

Cust: Why?

Me: That's pretty much a rule of thumb that you don't discuss your pay with anyone.

Cust: Is it fun?

Me: I guess.

Cust: Do you get free movies?

Me: Yes.

Cust: Do you get discounts on stuff?

Me: Yes.

Cust: Do they drug test you?

Me:............

Cust:...........

Me: Yes.

Cust: Oh.


:D


And then of course, they proceed to leave looking rather disappointed, but decide to get gumball first.

igniteice
August 25th, 2006, 01:38 AM
And then of course, they proceed to leave looking rather disappointed, but decide to get gumball first.

Yes yes YES!

Customers who leave pissed off without any movies for whatever reason always seem to stop and get a gumball or five before storming out the door. I guess they want to leave giving me some kind of, "I'm not going to leave empty handed," attitude. But I always have this big smile on my face... "That's right... buy a gumball, one of the most insanely highest profit margin items in the store!"

Not sure how many of you know this, but, gumballs are about 2 cents each to buy. That's a 23 cent profit on EVERY ONE! That family that buys one for each person in their family - and if they're mexican, that's like 6 or 7 gumballs... you're spending 2 cents on each person so they can give you 23 cent profit in return. That's AWESOME!

HardcoreKeith
August 25th, 2006, 04:09 PM
It's the ones (usually men) who ask if we're hiring.

Would you prefer that they come in, don't say hi, walk right over, sit down, and leave without saying a word? Because that's what ours do. They usually fail the test though. The ones that do ask, leave without filling out an app. So you figure they're going to apply online, but I never see one come in for them. :rolleyes:

I never realized the profit margin on gumballs until a CSR told me what they go for at the local warehouse store. :)

OzMan
August 25th, 2006, 05:39 PM
I never realized the profit margin on gumballs until a CSR told me what they go for at the local warehouse store. :)


Oh, yeah, it's a great moneymaker.

Just be careful if you are thinking of getting into business for yourself. Most of those "turnkey" businesses (that means a business that is all set up and ready to go, basically all you do is turn the key to get started) that advertise, especially for vending routes, just sell you WAY WAY overpriced gumball machines (and gumballs... the smart people figure out that they can get them at the warehouse club MUCH cheaper... but then they also realise how badly they were rooked on the cost of the machines, as well). But they are a huge profit centre.

brantheman
August 26th, 2006, 12:40 AM
Okay, I know this has been said countless times before, but damnit to fucking hell!

Group of customers, early 20's.

C1: I can't find my card.
C2: Just give him your phone number.

Me: Oh, we can't look up by phone number.

C2: Well Hollywood does it.

Me: No they don't.

C2: I was just there and they did it. (that was a lie!)

Me: Mmmm...no. I worked there for a while before coming here. They look up accounts just like we do.

C2: No they don't but whatever. Tell him your phone number.
C1: ..........

Me: License or card, please.

:D

That seriously just pisses me off. I know I shouldn't have had that small argument with the girl about it, but it was irritating me that she was trying to bullshit me when I know for a fact that Hollywood doesn't look up by phone number because I worked there too! Bah. Whore.

Oh, and of course I got the lady who was mad that she couldn't get one BSI movie for 2.50 since they're 2 for 5. Go figure :rolleyes:

igniteice
August 26th, 2006, 08:20 AM
That seriously just pisses me off. I know I shouldn't have had that small argument with the girl about it, but it was irritating me that she was trying to bullshit me when I know for a fact that Hollywood doesn't look up by phone number because I worked there too! Bah. Whore.

I called up a wrong store movie to Hollywood with the customer in my store (customer was trying to figure out which movies her daughter had rented to find out which ones were hers to return to Hollywood.) I thus asked the person working to look up the account and list the movies checked out so I could relay this to the customer in front of me (though I shouldn't call her a customer; she was renting at the competition... oh well!) Anyway, the Hollywood employee asked me what her phone number was before anything else and then confirmed the account's other information.

I also had a customer come in asking to sign up for a membership because Hollywood had pushed him over the edge finally. Apparently he went in there to rent movies and had been doing so for quite some time, but this time, they told him he had some $45 balance to pay. He says, "No I don't." They ask him, "Are you Shirley?" He says, "Are you kidding me? Do I look like a Shirley?"

As he said, he went in there like normal and they asked for his phone number and his phone number was linked to a completely different account - different names/addresses, etc. His account was nowhere to be found, yet it was his phone number. And this was a businessman type guy, all information up to date, etc.

So there you go Bran. Maybe at your Hollywood you didn't look accounts up by phone number, but both of the stores around here do (and I have personally gone in there to rent and they have asked me for the phone number of the account.)

brantheman
August 26th, 2006, 01:20 PM
I called up a wrong store movie to Hollywood with the customer in my store (customer was trying to figure out which movies her daughter had rented to find out which ones were hers to return to Hollywood.) I thus asked the person working to look up the account and list the movies checked out so I could relay this to the customer in front of me (though I shouldn't call her a customer; she was renting at the competition... oh well!) Anyway, the Hollywood employee asked me what her phone number was before anything else and then confirmed the account's other information.

I also had a customer come in asking to sign up for a membership because Hollywood had pushed him over the edge finally. Apparently he went in there to rent movies and had been doing so for quite some time, but this time, they told him he had some $45 balance to pay. He says, "No I don't." They ask him, "Are you Shirley?" He says, "Are you kidding me? Do I look like a Shirley?"

As he said, he went in there like normal and they asked for his phone number and his phone number was linked to a completely different account - different names/addresses, etc. His account was nowhere to be found, yet it was his phone number. And this was a businessman type guy, all information up to date, etc.

So there you go Bran. Maybe at your Hollywood you didn't look accounts up by phone number, but both of the stores around here do (and I have personally gone in there to rent and they have asked me for the phone number of the account.)

Really? Damn. I'm 100% sure that at the Hollywood I worked at (and the Hollywood in question with the customer I talked about earlier) had no way of looking up through phone number. It was last name or card, just like at BB. Oh well. Since the Hollywood's I worked at both upgraded from POS 1.0 to 2.0 around October of last year, I guess it's possible that there's another version of the POS system they use that allows look-up via phone number.

igniteice
August 26th, 2006, 01:58 PM
Really? Damn. I'm 100% sure that at the Hollywood I worked at (and the Hollywood in question with the customer I talked about earlier) had no way of looking up through phone number. It was last name or card, just like at BB. Oh well. Since the Hollywood's I worked at both upgraded from POS 1.0 to 2.0 around October of last year, I guess it's possible that there's another version of the POS system they use that allows look-up via phone number.

Actually Hollywood Video was founded on looking up accounts via phone number. The first Hollywood Video here went up around, I'm guessing, 1998 or earlier, and I rented there, and we indeed brought up accounts via phone number. Also, your card they give you is only good at that store.

brantheman
August 26th, 2006, 02:10 PM
Actually Hollywood Video was founded on looking up accounts via phone number. The first Hollywood Video here went up around, I'm guessing, 1998 or earlier, and I rented there, and we indeed brought up accounts via phone number. Also, your card they give you is only good at that store.

Yeah, the card thing I remember. I'm just really confused because the two Hollywood's in my area can't look up through phone number. Unless in my six months of working there that somehow got past me :p

yousickf'ingbastard
August 26th, 2006, 04:17 PM
Also, your card they give you is only good at that store.

Actually a "friend of mines" found a card on the ground from another state and was able to use it at another store. "He" brought the movie back though on time so no harm was done to small animals in the process. ;)

Aphrodite
August 26th, 2006, 04:22 PM
When you say "friend of mines", you mean "you" dont you Yus ;)

yousickf'ingbastard
August 26th, 2006, 04:24 PM
When you say "friend of mines", you mean "you" dont you Yus ;)

No, his name is actually in quotes. Mr. "He" A. "Friend of Mine" :rolleyes:

igniteice
August 28th, 2006, 04:05 PM
This was too good to forget, so I just printed off the history and brought that home instead of trying to remember what happened. Warning on account now reads:

COM Credit Card: XXXXXXXXXXXXXXXX, DECLINED
WRN NON-RETURN HOLD FROM XXXXX STORE
WRN ACCOUNT WAS UNSECURED-I UPDATED IT
WRN WITH HER CHECKCARD AND IT DECLINED
WRN THEN HER FRIEND CAME UP AND TOLD ME
WRN "CAN'T WE UPDATE IT NEXT TIME, SHE
WRN JUST CUT UP ALL HER CHECKCARDS CUZ
WRN SHE WAS SPENDING TOO MUCH" -- I TOLD
WRN HER "SHE JUST GAVE ME THE CARD & IT
WRN WAS DECLINED," FRIEND SAID, "OH..."
WRN THEN HER FRIEND TRIED TO CONVINCE ME
WRN SHE DIDN'T NEED A CREDIT CARD ON
WRN THE ACCT BECAUSE SHE IS ALREADY A
WRN MEMBER-TOLD ME, "THAT'S ONLY IF YOU
WRN OPEN A NEW ACCOUNT" WHY IS SHE
WRN EXPLAINING -MY OWN POLICY- TO ME?
WRN TOLD HER, "IT'S FOR ALL ACCOUNTS"
WRN SHE SAID, "NO, YOU'RE JUST BEING AN
WRN ASSHOLE."
WRN XXXXXXXX THEN SAYS TO ME, "I'VE
WRN RENTED HERE BEFORE/I HAVE A
WRN MEMBERSHIP" - SAID, "YEAH, BUT YOU
WRN HAVEN'T RENTED FROM THIS STORE
WRN I JUST ADDED YOU TO THE SYSTEM"
WRN SHE SAID, "DON'T TELL ME I HAVEN'T
WRN RENTED HERE BEFORE, I'VE RENTED HERE
WRN LOTS. I *GOT* THIS MEMBERSHIP HERE,
WRN LOOK AT THE CARD!" THAT'S WHEN SHE
WRN TOOK OUT THE MEMBERSHIP CARD TO
WRN 'PROVE ME WRONG' AND SAID, "OH, THIS
WRN IS THE XXst STREET ONE."
WRN SAID "LET'S GO TO XXXXXXXX" AND LEFT

Then a few minutes after that, this black lady comes into the store, walks by all our movies for sale, comes up to the counter, says to me, "Y'all got movies for sale here?" I say, "You just walked past them all - see that buy-2-get-1-free sign? They're all there." She goes directly to the first pillar of movies and makes her way around it and spends no less than half a minute (not exaggerating on the time btw) picking out five DVDs. She didn't even look at the two tables or the other three pillars. All five movies were A through F titles.

She starts walking up to the front and first thing I think is, "Hrm, 5 movies... it's buy 2 get 1 free, I should tell her to pick out a sixth one so it evens out." Instead, I decided to ask the question I always ask, "How are you going to pay for these?" She says, "Check." I say, "Oooh... need a membership to write a check, and a credit card to open an account, and the check can't be over $30. Do you have a checkcard with you?" She says, "No, I left that at home." I said, "Oh, then I can't sell these to you." She says okay and leaves. And that is why we don't take checks on non-member accounts and not for over $30, because that right there was a woman looking to pull a fast one on me.

So then I wrote up a reminder for the rest of my staff, "If you accept a check and it bounces, so does your job." That should send the right message.

On top of that... after I told the girl up above she needed a credit card, another customer next to her said, "Trust me, you're not the only one, I had to go through all this crap too. That's why I don't like this place." I bring up her account and there's warnings from me about how this woman has repeatedly said things like, "I don't like renting here. I like Hollywood better." She had given me her Hollywood card and I turn it around and show her it's Hollywood, not Blockbuster, and she says, "Oh, sorry, that's the one I like though." Now why do you think she comes here instead of there, eh? She keeps coming back to Blockbuster - she has a steady rental history to prove it (and her credit card was declined and updated by me - there's a warning from me about that, she was all pissed off.) Could it be she owes Hollywood a bit of money? Hrm? I'm guessing so, because she's returned a number of movies late here too. Yeah, guess what - when people get late fees and say, "I'll go somewhere else," they don't magically start returning movies on time at the competition.

yousickf'ingbastard
August 28th, 2006, 05:32 PM
It's stuff like that that makes me wonder why a blockbuster employee hasn't gone postal yet.

OzMan
August 28th, 2006, 05:38 PM
On top of that... after I told the girl up above she needed a credit card, another customer next to her said, "Trust me, you're not the only one, I had to go through all this crap too. That's why I don't like this place." I bring up her account and there's warnings from me about how this woman has repeatedly said things like, "I don't like renting here. I like Hollywood better." She had given me her Hollywood card and I turn it around and show her it's Hollywood, not Blockbuster, and she says, "Oh, sorry, that's the one I like though

Wouldn't you, just once, like to ask someone like that "Well, why the hell are you in here, then??"

I am very proud that in my day, I have told a few (not many, just a handful) customers not to bother coming back.

I know I told this one before: Kid comes in to rent on his father's account. Drives off and leaves the movie on top of the car. I am nice enough to allow him to take another copy of the movie for that night, with the understanding that he would come back and settle up on the movie (he actually came back to the store to see if anyone had found and returned the movie).

Of course, he never comes back. Father finds out, and is all pissed off, so stops coming in.

MONTHS later, the son comes in and decides to rent a movie on his father's account. I inform him there is a hold on the account, because of the unreturned movie. He asks if he can open his own account (having just turned 18)..... actually, no.... that's right.... he comes in to open his own account....I recognise him, and tell him that he needs a credit card to join. He of course doesn't have one. THEN he asks about his father's account. Sure, you can rent.... AS SOON AS YOU PAY FOR THE MOVIE **YOU** LOST.

So, he gets all pissy that I won't let him rent, and leaves. Comes back a few minutes later, and asks for directions to BBI. Ouch:rolleyes: Yeah, I definitely want to lose a stellar, rent a couple times a year and destroy movies customer like you. I give him the directions (no need to thank me :D ), and as he is leaving, remind him that he also needs a credit card to rent at BBI.

Aphrodite
August 28th, 2006, 05:49 PM
It's stuff like that that makes me wonder why a blockbuster employee hasn't gone postal yet.
Im sure some must have by now :eek: :p
So, he gets all pissy that I won't let him rent, and leaves. Comes back a few minutes later, and asks for directions to BBI. Ouch Yeah, I definitely want to lose a stellar, rent a couple times a year and destroy movies customer like you. I give him the directions (no need to thank me ), and as he is leaving, remind him that he also needs a credit card to rent at BBI.

Thanks for sending him our way :rolleyes: :p

OzMan
August 28th, 2006, 05:53 PM
Thanks for sending him our way :rolleyes: :p

Like I said, no need to thank me. It was my pleasure ;)

Aphrodite
August 28th, 2006, 06:07 PM
I hope I can return the favour one day ;)

Adornedatom
August 28th, 2006, 06:10 PM
It wouldn't do any good. If experience has taught us just 1 thing it should be that all customers we send to the competition just keep coming back. It's like a BBI curse or something.:(

Budkeiser
August 29th, 2006, 12:05 AM
I only read the first six pages, but I am surprised I am the only one who hates the "do you have the movie that has not come out yet in theatres movie?" or the "still playing in theatres" movie.

It takes everything I have not to bean them in the head.

The idiots who do not get rewards with 7 BSI titles M-W with a history of 200 since Jan. because they can't afford it.

The pissy customer who does not have a second form of ID.

Cust. Why do you need it, I don't have anything on that list!
Me: You could submit a DNA sample instead.
Cust. Let me grab the registration out of my car that I drove here in.

or,

This is going to take too long, I am going to drive a 1/2 hour to your competitor.
Me: Drive safe.

Kudos to the customer who is polite, here is a hint: we give you respect back!

OzMan
August 29th, 2006, 12:10 AM
I only read the first six pages, but I am surprised I am the only one who hates the "do you have the movie that has not come out yet in theatres movie?" or the "still playing in theatres" movie.

Search for my Matrix 2 rant. (Oh, I so much wanted to say "If you fly to Australia RIGHT NOW, you can BE in it").

igniteice
August 29th, 2006, 12:14 AM
I only read the first six pages, but I am surprised I am the only one who hates the "do you have the movie that has not come out yet in theatres movie?" or the "still playing in theatres" movie.

It takes everything I have not to bean them in the head.

The idiots who do not get rewards with 7 BSI titles M-W with a history of 200 since Jan. because they can't afford it.

The pissy customer who does not have a second form of ID.

Cust. Why do you need it, I don't have anything on that list!
Me: You could submit a DNA sample instead.
Cust. Let me grab the registration out of my car that I drove here in.

or,

This is going to take too long, I am going to drive a 1/2 hour to your competitor.
Me: Drive safe.

Kudos to the customer who is polite, here is a hint: we give you respect back!

Well, you're certainly not the only one, it's just that some things that customers do are less moronic and less annoying than others.

In my store's case, driving to the competitor's because it's "taking too long" at my store is the most hilarious thing ever. It's widely known, at least by any employee who has worked at my store, that the lines are longer at the competition (Hollywood Video.) Reason being, for the amount of customers they have, they don't have enough CSRs, ever. I'm quite certain that the competition here has twice or even three times the amount of active customers my store has. Why? One of the stores has a better location. Both stores are corporate stores and thus copy depth has never been a problem.

I will say that the customer service though can far be exceeded at my store. Well, except if you're an asshole - then I'll tell you to get the hell out, politely.

8/29

Dear diary,

Today I was in Wal-Mart and was in the customer service department being checked out (they're nice enough to check customers out from there when registers are full.) As I was standing there, this man comes rushing up the counter, "Is Kevin in?" One of the two women responded, "Hrm, only Amanda would know that... one second." She picks up the phone and asks for a management staff member, to find out if Kevin was working. After about 20 seconds, he stormed off. That's when I looked up and saw a sign... "Store Manager: Kevin..."

Awesome. I immediately felt closer to the clerks working in this department. They joked around, "Well, guess he didn't want to wait!" I said back, "Yeah, this must be the best department in the store!"

Then, this inside older woman comes up with not less than five microwave turntables, each one unpacked. "None of these work!" She had unpacked them all from the shelf, and apparently, none of them "work." She said she wanted a refund. The woman asked for a receipt. She said she didn't have a slip. But they were really nice to her. I wouldn't have been. She undoubtedly just took one of the shelf and was asking for a refund. What a bitch. I hope she died in a fiery explosion on the way home.

Nonetheless, no matter how absolutely insane and rude people are at other stores, I've yet to find competition to the fucking dumbasses at my store.

igniteice
August 29th, 2006, 05:43 PM
Fucking edits don't bump threads, and I edit my posts so I don't have to double post... someone should fix that.

Jaymike
August 30th, 2006, 03:20 AM
The higher the amount of the giftcard, the more bitchy they get.

This is so true. There's a guy who regularly comes in, his giftcard usually has about $250 on it (which he actually adds to). He makes all kinds of crazy demands, even on the phone, we can tell it's giftcard guy.


And the customers with coupons that have expired, or aren’t good at this particular store, or aren’t valid yet, they always tell you they’ll be going to the competition now.

Oh sweet jeebus, yes. They threaten that with everything. Especially with restocking fees. All indignant. "I'M GOING TO NETFLIX!"


Most notable I've encountered are:

The puppy. This person comes up to your counter, and instantaneously becomes tethered to you. I'll be on our rightmost till ringing, and someone will bring me a deadbox for a game. I'll have to go past the leftmost till to get the game, and these morons will follow me the whole damn way, shoving other customers out of the way. Like if they leave you alone for 3 seconds, you'll forget you were ringing them up and drift away.

Out of control over a goddamn restocking fee. I see this girl waiting in line, reading an US weekly, and talking on her cell phone (OMG NICK AND JESSICA), when she comes up, and I notify her that she owes us $1.25. Oh my god. She starts screaming at full volume about late fees and outrageous charges. She then throws her movie and magazine at me and storms out. It's a dollar and a quarter. You had the movie out for 3 rental periods. SHUT UP.

igniteice
August 30th, 2006, 11:40 PM
Employees who hype things that customers do up irritate the hell out of me. For instance, when employees tell me, "Yeah, so many people have been asking for this movie we don't have." And I'm thinking, "What the hell? I practically work EVERY night and no less than 6 days a week and I haven't heard ONE request!"

This happened a lot when I transferred to new store and deconstructed Sundance and Martial Arts section and put them all back into Comedy/Drama/Action BSI sections. Employees were like, "Man, so many people ask where our Sundance section is, or where all our Martial Arts section is."

Alright - well, I guess all those people apparently see my car, drive away, and come back when I'm not there, to ask, because to this date, in the past 6 months, I have not had ONE inquirery as to the location of a Sundance section, and I have had about 3 people ask where the Martial Arts movies are, and it's pretty easy to see, "In the action section."

EVFNazi
August 31st, 2006, 01:49 AM
Couple in late 50's come in open membership. Yells about having to give age. None of our business. No credit card doesn't trust us. Use other form of ID. Talk to e/s for 30 minutes on mystery shop weekend. Then walk the wall themselves and pick out two movies. Roaring Something Cowboy and Wind and Something. I check them out myself tell them they've picked out the only new movies in Chinese in the store. They say subtitles are ok. Call one hour later. Claim movies only have Chinese subtitles. Spend good twenty minutes on phone with them trying to help them work their DVD player. (Mystery shop weekend!) Come in Monday and want their money back because the movies don't say foreign on them anywhere! I refuse to refund the money and they walk saying I just lost two good customers and they'll tell all their friends to stay out of our store. sigh

smellmefingers
August 31st, 2006, 10:28 AM
yeah I had that problem once with an elderly couple too. Rented Crouching Tiger and couldn't know how to work a dvd player. Anywho I tried to help them for a good 20 mins. It sounded like they had a dinner party or something and being dumb as hell. Eventually I told them dvd was defective and to come exchange, so I could talk to them in person.

igniteice
August 31st, 2006, 11:25 AM
saying I just lost two good customers and they'll tell all their friends to stay out of our store. sigh

In my experience, anyone I lose as a customer isn't a customer I want to have. It's a two way street here. They go half way into me "letting" them walk (by not giving in to something stupid.)

First off, anyone who joins and after 2 rents says they're never coming back - well, you didn't really lose any customers then, did you? It'd be like them never having rented at all. It's not like you did anything wrong.

Next, telling all their friends? 1) Either their friends already rent at your store, and telling them would be silly. It's like someone telling me to stop buying from deepdiscountdvd because of their bad experience, when I've spent hundreds of dollars there and had no problems. 2) They don't rent at your store, in which case telling them not to would again be silly, since they don't already. 3) They were somehow in the midst of heading to your store, and their plans have been diverted because they've just been informed that it's a terrible store. Damn the timing on that one.

blacksky
August 31st, 2006, 12:50 PM
I just got an email for deepdiscount's Buy one Box set get a second free. I might have to go ahead and pick up DAWN OF THE DEAD-ULTIMATE EDITION and the FRIGHT PACK-WALKING DEAD collection. :)

Aphrodite
September 1st, 2006, 06:54 AM
yeah I had that problem once with an elderly couple too. Rented Crouching Tiger and couldn't know how to work a dvd player. Anywho I tried to help them for a good 20 mins. It sounded like they had a dinner party or something and being dumb as hell. Eventually I told them dvd was defective and to come exchange, so I could talk to them in person.

Back when we were all VHS, I had a very elderly man come in and ask us if we could help him with his vcr that his son had recently bought him, because he couldnt get it to work. To cut a long story short, I ended up going over to his house (30 metres down the street) and setting it all up for him. He was sooo grateful, he insisted I take a pound coin from him for all my trouble.

awwwww :D

Morbid Angel
September 1st, 2006, 03:37 PM
Back when we were all VHS, I had a very elderly man come in and ask us if we could help him with his vcr that his son had recently bought him, because he couldnt get it to work. To cut a long story short, I ended up going over to his house (30 metres down the street) and setting it all up for him. He was sooo grateful, he insisted I take a pound coin from him for all my trouble.

awwwww :D

Heh. For some reason that reminds me of this video I saw on YouTube a couple of weeks ago.

http://www.youtube.com/watch?v=7NA0VR8QFtA

BBZombie
September 1st, 2006, 04:00 PM
The abandoned/unknown son/daughter... they give you a membership card to their “parents” account. You always have to add the account to the system because it’s always been signed up at another store. There’s like 3-4 people listed on the account, but not them. And then they tell you, “Oh, I’m his/her son/daughter, they sent me to rent some movies.” “Oh yeah? I’ll just call the number on the account then and get the OKAY.” Phone number is disconnected. “Whater, we’ll just go to Hollywood!”

This is why I never call to see if someone's on the account. While I doubt that most people would be clever enough to set up this ruse in advance and have their friend waiting on the other end of the phone pretending to be the main account holder, there's always that chance.

Reasonable people, who are actually the majority of our customers (difficult as it may be to believe sometimes), appreciate this. Although the jerks stand out better, I think I can safely say I've had more people say, "Thank you for not renting to [whoever] and doing your job. You never know who's trying to runa scam" than people who are pissed I wouldn't rent to little Muffy.

On an anti-social note, it's one of those few wonderful times where you can give a customer a firm "no" and never have to waver -- and it's incredibly fun to be a dick sometimes.

Aphrodite
September 1st, 2006, 06:38 PM
Heh. For some reason that reminds me of this video I saw on YouTube a couple of weeks ago.

http://www.youtube.com/watch?v=7NA0VR8QFtA

Luckily it was just one wire and some tuning :p

brantheman
September 2nd, 2006, 04:41 AM
Back when we were all VHS, I had a very elderly man come in and ask us if we could help him with his vcr that his son had recently bought him, because he couldnt get it to work. To cut a long story short, I ended up going over to his house (30 metres down the street) and setting it all up for him. He was sooo grateful, he insisted I take a pound coin from him for all my trouble.

awwwww :D

Hmmm...soo...you went inside of a lonely old mans house empty handed and came out with some cash. It's almost like prostitution. I like it. :cool:


On an anti-social note, it's one of those few wonderful times where you can give a customer a firm "no" and never have to waver -- and it's incredibly fun to be a dick sometimes.

I make small bets with my coworkers when a group of kids come in. I can usually spot the "i'm not on the account?!" kiddo's from across the store :D

And yes, that's my favorite time to be an asshole. Because not only can the person on the other end of the counter not get their way, but you get to be a total asshole and not get a slap on the wrist for it :rolleyes:


...Oh, and yay for Iggy's thread bump!

igniteice
September 2nd, 2006, 12:09 PM
So many good customers lately - I can't complain. It's pretty aggrivating in itself, cuz you know, I expect hell when I go in to work!

zooworker
September 2nd, 2006, 01:28 PM
So many good customers lately - I can't complain. It's pretty aggrivating in itself, cuz you know, I expect hell when I go in to work!
DOn't worry the weekend is not over yet.:D

igniteice
September 3rd, 2006, 03:05 AM
DOn't worry the weekend is not over yet.:D

You were absolutely right. I was overflowing with idiots Saturday night. They were flooding my store.

First one that comes to mind is the guy who told me I was losing his business because I wouldn't take his ATM card as a credit card to secure his account with. Nevermind that the computer won't even accept an ATM card, and nevermind that I can't make a charge against an ATM card. Apparently he didn't understand this, and just stormed out - though he remembered to ask for his application back. That reminds me of the guy who came in and told me I was discriminating against him for requiring a credit card. He told me what I was doing was discrimination and that it was illegal. He said I had to allow all people to rent. That was the only time I saw him.

Similarly, there was an older gentleman who didn't have a credit card - he was about 55. He said he's a "great" renter and that we've lost a lot of business from him over the years. He said the last time he came in was like 6 or 7 years ago and supposedly they wouldn't allow him to rent then either. What the fuck? Pretty sure they didn't require a credit card in 1999 to rent. Actually, I know they didn't, because we only started requiring one early 2005.

Nonetheless, I love when people claim that they are "good, honest people." What the fuck? You know what kind of people don't have checkcards? People without checking accounts. Guess which people don't have checking accounts? People who have bad credit and have fucked up and can't write checks properly. "Oh, I think I'll have $200 in my checking account on monday... so I'll go ahead and write this check even though the $200 isn't there yet." One girl I hired didn't have a checking account, only a savings account, and can't open a checking account for another 7 years, because her "friend" wrote some bad checks under her name... great friends you've got there.

Anyway, I'm not even remotely as strict as corporate when it comes to credit cards. I don't care if it's credit card, debit card, checkcard - whatever company - if it's your company's credit card - I don't care as long as it goes through. All I ask is that anytime I pre-auth it, it goes through. It's not so much that I'm making sure there is money in it - it's that I'm making sure it's a checking account that's being used (hasn't been cancelled, isn't an old card, hasn't been closed, isn't a lost/stolen wallet, has been approved, isn't maxed out, etc.)

And what the hell is it with this string of loyal customers turning their backs all of a sudden? They're all throwing in the towel one after another. These people with 500, 600, 700 rentals are trying to tell me they returned this and that movie on time, and it's not flying, because I go to great measures to ensure the accuracy of late fees. My entire staff knows this.

Customer with some 650 rentals admits one movie was late, we'll call it title X. She says title Y was returned with the other three (that were returned on August 1st, on time.) I tell her title Y was checked in at the very same time as title X, so it was indeed late. She tells me, "Well, I don't know how title Y got with title X, but I returned it on time." What the fuck lady, you're arguing with a fucking computer, you seriously cannot win this one... I have DROP BOX written all over it, I have timestamps, I have 7 days inbetween the checkins. There is no way in hell that your movie sat in the drop box for SEVEN FUCKING DAYS and then coincidentally the day it was checked in and the TIME it was checked in was also the time your OTHER rental was checked in. I mean, the mathematical odds of that are in the millions, considering all factors including how many times the drop box is checked, how many movies were returned in those seven days (and the fact that our history goes by the minute at store level at least... those number of minutes that those two checkins could have varied by.) Of course, she paid it and said she wouldn't be back. Yeah, I'm sure you won't be back to rent number 655, asshole.

Then this girl returns the disc to an empty case that was returned days earlier. She brings the disc in inside a zip-lock bag. Wow, how considerate. I open the bag, take out the disc, and it looks like a fucking car had driven over it. I thought about selling it to her, because it was horrible condition, but then I finally decided to just try cleaning it. I cleaned it enough that it'll probably play. But I don't think I remembered to check it in - because I hadn't checked it in when she returned it just incase I decided to LOSTCKIN it. I would have watched it except the movie sucked the first time around.

Haha... Keith, man - I actually used one of your lines finally. This guy fills out this application and I'm entering all the information and I'm like, "Oh, did you want a membership card then too?" He says, "Well, yeah, that's why I filled all this information out!" I say, "Oh, yeah, okay, so on this line - you can write anyone else you want to add to the account, and then here is where you write how many membership cards you want."

Then this kid comes in and tries to rent on some account. We'll call the kid Jeffery and the account holder's name is Justin. I don't think the address was the same from the kid's driver's license, but the last name was very unique. Anyway, I tell him this and he's like, "Oh, yeah, Justin, that's right." I say to him, "You're not listed on the account here..." He says, "I've rented before, I do it all the time." Haha, so I look up the account and I instantly recognize the last movies rented - I remembered cuz I had helped this particular guy with a defective movie. Man, I tell this kid he has to be listed on the account... "Oh, I do?" It was a classic moment. Neither of them were 18 or had membership cards to any account. Brilliant. It sounds like a simple enough situation here, but I was going through all these accounts and listening to the bullshit these two kids were coming up with - guy and girl. Girl of course was like, "Oh I think my dad has an account." Nope...

Then there was the lady who asked where Glory Road was (after finding out that was the name of the title.) It went something like this:

C: I need help with a name of a movie.
Me: Okay, what's it about?
C: It's about a team of basketball players in Texas...
Me: Glory Road.
C: That's it! Now, where would I find that one?
Me: That one is on the New Release wall.
C: Oh it is?
Me: Yep!
C: Now would that be under G?
Me: Uh, yeah...

I think she came up like 10 minutes later with just that one and a fucking Hallmark free rental card.

I've been getting tons of customers, particularly guys, who haven't rented in ages, and come in acting all slick, and think this is a full service checkout center. They come up and ask where a title is and I tell them, "That one is in drama." The conversation amounts to:

Me: That title is in the Drama section.
C: Okay and where's that?
Me: Drama is right behind Foreign, which is behind the games - it's labeled on the top here. Games, foreign, drama.
C: And where is the movie in the Drama section?
Me: Well, it's all alphabetical.
C: Alright, so it's in Drama then, under...
Me: It's under [Title's first letter] - we alphabetize the whole thing.
C: Okay, thanks, I understand it now.
Me: Wonderful.
*10 Minutes later*
C: I don't have my card with me...
*slits throat*

I love the laughing game customers have between each other. It's usually a group of girls who come up to rent and you restore their account and they owe like $30, $40, $50 and they start laughing uncontrollably, "Lol!!1 I must not have returned those movies on time ROFL! Hohoho $40, wow! LOLLER!" I just want to kill them all, well, after they pay.

brantheman
September 3rd, 2006, 04:57 AM
I love the laughing game customers have between each other. It's usually a group of girls who come up to rent and you restore their account and they owe like $30, $40, $50 and they start laughing uncontrollably, "Lol!!1 I must not have returned those movies on time ROFL! Hohoho $40, wow! LOLLER!" I just want to kill them all, well, after they pay.

HAH! That reminds me of a specific incident I had when I had to restore a balance of a whopping $1.25. Know what? The lady refused to pay it and said she'd take her business elsewhere. She swears up and down that she had returned the movie that the Restocking Fee came from "on the due date", yet the account history said "fee valid" as a comment after check in. Something tells me an employee didn't put that in there for kicks.

Funny thing is, the first thing she hands me when she comes up to the register is a free rental coupon she clipped out of the paper or something. Right...take your "business" elsewhere. God forbid you have to pay a dollar and twenty-five cents instead of five bucks :rolleyes:

HardcoreKeith
September 3rd, 2006, 12:03 PM
Haha... Keith, man - I actually used one of your lines finally. This guy fills out this application and I'm entering all the information and I'm like, "Oh, did you want a membership card then too?" He says, "Well, yeah, that's why I filled all this information out!" I say, "Oh, yeah, okay, so on this line - you can write anyone else you want to add to the account, and then here is where you write how many membership cards you want."

Recently I've been having a very "either you can do it or I can do it -- but you don't want me to do it" approach. Like if someone asks me where something is and then doesn't seem to be moving toward that direction, I'll slowly walk over there, dragging one leg like Igor, to retrieve it, wasting like 2 minutes in the process. "Here's the moooovie, master"

I love the laughing game customers have between each other. It's usually a group of girls who come up to rent and you restore their account and they owe like $30, $40, $50 and they start laughing uncontrollably, "Lol!!1 I must not have returned those movies on time ROFL! Hohoho $40, wow! LOLLER!" I just want to kill them all, well, after they pay.

Since the sun is setting on my employment with Blockbuster I think I'll try to get people to bribe me to remove autosale charges and the like.

"Sorry, there's nothing I can do about that. Well, unless..."
"Unless what?"
"Unless perhaps I was... motivated..."

Or maybe I'll just grow very giving in my old age.
"Oh, this didn't work."
"No problem. Go grab another one. And I'll give you a free one to go with it just because you're pretty."

igniteice
September 3rd, 2006, 12:13 PM
Recently I've been having a very "either you can do it or I can do it -- but you don't want me to do it" approach. Like if someone asks me where something is and then doesn't seem to be moving toward that direction, I'll slowly walk over there, dragging one leg like Igor, to retrieve it, wasting like 2 minutes in the process. "Here's the moooovie, master"

I always end up stopping and straightening things while showing them where something is. Like I'll be making my way back to Drama and I see a movie out of place in Foreign section so I quickly straighten it, and a few others. Sometimes I point from afar... "It's right there!" Other times I play versions of hot/cold. "You're right in front of it... nope, back to the left... nope, to your right... it's right there, one row up, yep, right in front of it, do you see it? It's right there, don't move!"


Since the sun is setting on my employment with Blockbuster

It's sad isn't it? Good times man, good times... but you know what, there's a little-HardcoreKeith just waiting to take your spot. You know, every so often, someone comes along, and you see yourself in them, and you say, "This place is going to be in good hands." Well, at least in the movies that's how it would happen.

HardcoreKeith
September 3rd, 2006, 10:12 PM
It's sad isn't it? Good times man, good times... but you know what, there's a little-HardcoreKeith just waiting to take your spot. You know, every so often, someone comes along, and you see yourself in them, and you say, "This place is going to be in good hands." Well, at least in the movies that's how it would happen.

Oh, for sure. I've been around for three years. I used to get all sad when one of the good CSRs or SLs left us, but now I realize there'll always be another (after you go through a few shitty ones of course). I know some of the CSRs will miss me at first, but probably not as much as I miss working with wazootybob. <3

gohomehappy!?
September 3rd, 2006, 10:46 PM
Does anyone have customers bring up the "rent it tomorrow" inserts .
oh god yes! and i say to them- 'we put it there so you know we carry it and that you can rent it tommorrow- like the sign says- and like the "coming soon board says". my god their are some idiotic people , how in the hell are they able to get to my store inthe first place- sends shivers down my spine! Heres one- the cutomers that try and argue that we are misadvertising by having the shelves full of backer cards for a movie that is not out yet. they actually think they are entitled to rent that movie because we have the cards out for it on a monday night and they thought it was available- idiots! sure i'll rent it to ya got $25,000 for the rental fee? just my .02's worth

gohomehappy!?
September 3rd, 2006, 11:28 PM
Had the typical customer from hell tonight. This girl who has a whole 6 rentals on her account over the past year or so - her insane mother comes into store, they're foreign (of course.) She comes up with a copy of Syriana and says it doesn't work. So I say okay, I'll switch it out with another one.

I take the disc out of the case and look it over - it looks PERFECT.

C: Why would it be skipping?
Me: I don't know, it looks fine.
C: Well it was skipping all throughout.
Me: Okay, well, I'll just get another one.
[I start cleaning the disc]
C: I'm not taking that one again.
Me: I know.
C: So why do you have to do that now?
Me: For the next customer who rents it...
C: You can't do that after I leave?
Me: Well I have to exchange it, so I've gotta put it back out.
[This woman is being a serious bitch.]
Me: Now hold on a second, I'll go get another copy.

I go and get three copies of Syriana and start checking them all.

C: Also, the movie is very dark.
Me: Okay...
C: Why is that?
Me: I don't know, that's something with your TV.
C: No the movie is dark, why is that?
Me: I don't know, you need to change the brightness on your TV.
C: No it's not my TV it's the DVD - you exchange it and we'll see if this other one is dark too.
Me: Okay...

So I bring up her account and MASSIVE warnings follow. There's a warning from when she first opened her account - something about complaining about our rental periods and "that's why she said she rents at Hollywood" follow by "Okay..." like "what the hell is she talking about?" So then I know it's not just me!

So I read the next warning - it's from another manager. Aha, this is the bitch my CSR was talking about the other day. So I start to exchange the movie and the woman says to me, "I don't like your attitude."

Me: What?
C: Your attitude, it's terrible, bad customer service.
Me: Uh, okay...
C: Why would this movie not work for me?
Me: I don't know.
C: Is that was scratches do?
Me: What? There were no scratches on the DVD.
C: There were! Your attitude is bad!

(it went something like that- but I remember very clearly then she asked for my general manager - wtf?)

So I'm like, "Okay, well, you can log on to Blockbuster and file a complaint there..."

She goes PSYCHO! I'm like, "Look, I have several complaints from several of my employees about you - including two very rude phone calls."

She says, "I did not call! I did not call you!"

Then her fucking daughter comes up! Wtf - her daughter apparently called us and was acting like a bitch too. Her daughter, the person who owns the account (so wtf wasn't she the one talking to me from the start?) says to me, "I called you, and I was not rude, I was just wondering why you wouldn't exchange this movie for a different movie. If it didn't work, it should be up to the customer to decide what they want."

I'm like, "What? If the movie doesn't work, then we exchange it for another copy of the same title, otherwise we'd just be handing out free rentals."

She says to me, "Yeah, but I'm a valued customer, I'm not trying to rip you off."

I say to her, "I've heard that line before." She says, "It's not a line." No, I was fucking serious - she said that to a CSR and a manager of mine, that she is a "valued customer." She says to me, "I just won't rent here anymore, and you don't want that, you want to keep your customers."

So I'm thinking, "Fuck this."

Now that conversation with her daughter was basically the "aftermath" of the nuclear explosion. When did I drop the bomb you ask?

When I fucking credited Syriana to her account and refunded her mother the $4.35 and locked up all the movies and told her she's not allowed to rent here.

I FUCKING WIN.

Seriously though - assholes who treat my employees like crap (three incidents not including the one I had with BOTH of them) don't GET to rent at my store. Fuck that.

And her daughter is all like, "I'm sorry my mother was so rude to you" and all this bullshit. Then I really made her daughter feel fucking guilty, told her, "I even brought up three copies of Syriana to find the perfect one, I was ready to exchange it, but then I get treated like crap - that's not cool."

Owned.

i soooooooooooo agree with you ! i have pulled the "your no longer allowed to rent at this store"card many times - i actually enjoy doing it . i try to avoid it, but the minute they use language with me/staff , threaten me/staff,or name call me/staff- the game is on! and they become the weakest link-so to speak- glad someone brought that up. kudos to you for not taking their crap.i feel that none of us deserve to be treatd like that after trying to do right by them. and if they persist i ask them if i need to phone the police . i think i 've dialed twice in my six years

Ridge
September 4th, 2006, 12:47 PM
When I have a customer that is too lazy to even bother looking for a movie after I tell them where it is, I usually limp while I walk, making it damn obvious that I have a "knee problem" and curse under my breath with every step I take, just to make them feel bad.

And I've never had a customer stupid enough to bring up a "rent it tomorow" case, but when I do, I'm going to hold it up and say "What does this say?"

igniteice
September 4th, 2006, 11:23 PM
Customers who SING or WHISTLE while I check them out. Oh man... I want to strangle them. They come up and I'm like, "Card or license with you?" and they start whistling - they don't respond, they just start whistling and going through a massive stack of cards in their wallets.

It's always guys too. One time it was a guy and his daughter and they were fucking singing... and renting Singing in the Rain too, haha... it was fucking hilarious. I couldn't believe it. It was like a little chorus they had going on between the two of them. And I'm thinking, "Excuse me? Could you please shut the hell up while I try and check this movie out to you?"

Honestly, I wish the checkout process was as easy as them bringing the movie up and me just scanning it and being like, "Okay here you go!" Instead, and this is what customers don't understand at all (and some employees... idiots,) I'm looking at tens of things on their accounts. I mean, that's what the checkout process is - the maintence of accounts.

brantheman
September 5th, 2006, 02:30 AM
Customers who SING or WHISTLE while I check them out. Oh man... I want to strangle them. They come up and I'm like, "Card or license with you?" and they start whistling - they don't respond, they just start whistling and going through a massive stack of cards in their wallets.

It's always guys too. One time it was a guy and his daughter and they were fucking singing... and renting Singing in the Rain too, haha... it was fucking hilarious. I couldn't believe it. It was like a little chorus they had going on between the two of them. And I'm thinking, "Excuse me? Could you please shut the hell up while I try and check this movie out to you?"

Honestly, I wish the checkout process was as easy as them bringing the movie up and me just scanning it and being like, "Okay here you go!" Instead, and this is what customers don't understand at all (and some employees... idiots,) I'm looking at tens of things on their accounts. I mean, that's what the checkout process is - the maintence of accounts.

It's kind of like when a customer comes up to the register on their cell phone, almost completely ignoring you, and just spit their last name out at you and expect you to just let that slide.

If there's no one else in line, I start doing "busy" work at the register until they say, "Oh, I'm ready". Then when I ask for a card or ID, tell them the due dates as I scan, or say anything else during the transaction, I say it to them as if they're not on the phone at all. They look at you as if you're the rude one, too! Dickheads.

Air
September 5th, 2006, 05:13 AM
The most angry customer I ever had was angry solely over having to fill out another form because his name wasn't in the computer and he didn't have the card. It took everything in me not to laugh straight out at him. I kind of regret not busting out laughing at him and asking why the hell he was so pissed at filling out another form when he hadn't been in a Blockbuster for over a year. This was the guy's quotes as he was filling out his membership to rent his two movies.
"I guess this is how they treat the customers they've had for 5 years"

"I've been a fucking blockbuster customer 10 years and this is how I get treated"

"Honey, we're going home and telling all our friends to stop coming to blockbuster"

"Been a fucking customer 15 years and this is what they do to me"

URBAN_COWBOY
September 5th, 2006, 05:38 AM
It's kind of like when a customer comes up to the register on their cell phone, almost completely ignoring you, and just spit their last name out at you and expect you to just let that slide.

If there's no one else in line, I start doing "busy" work at the register until they say, "Oh, I'm ready". Then when I ask for a card or ID, tell them the due dates as I scan, or say anything else during the transaction, I say it to them as if they're not on the phone at all. They look at you as if you're the rude one, too! Dickheads.My local pharamcy has the greatest sign in the world posted at their desk. "To ensure accuracy, we will wait until you have completed your cell phone call to assist you." I love it. What it really says is, "We won't help you until you cease being an inconsiderate, self-important asshole and disconnect that thing from your ear for 5 seconds." I wish every business could and would post that sign.

brantheman
September 5th, 2006, 05:49 AM
The most angry customer I ever had was angry solely over having to fill out another form because his name wasn't in the computer and he didn't have the card. It took everything in me not to laugh straight out at him. I kind of regret not busting out laughing at him and asking why the hell he was so pissed at filling out another form when he hadn't been in a Blockbuster for over a year. This was the guy's quotes as he was filling out his membership to rent his two movies.
"I guess this is how they treat the customers they've had for 5 years"

"I've been a fucking blockbuster customer 10 years and this is how I get treated"

"Honey, we're going home and telling all our friends to stop coming to blockbuster"

"Been a fucking customer 15 years and this is what they do to me"

Ha! And that's when I want to tell them, "If you're such a dedicated customer, why haven't you rented in a year?" :rolleyes:

Aphrodite
September 5th, 2006, 02:55 PM
My local pharamcy has the greatest sign in the world posted at their desk. "To ensure accuracy, we will wait until you have completed your cell phone call to assist you." I love it. What it really says is, "We won't help you until you cease being an inconsiderate, self-important asshole and disconnect that thing from your ear for 5 seconds." I wish every business could and would post that sign.

I want one :D

wazootybob
September 5th, 2006, 04:02 PM
Customers who SING or WHISTLE while I check them out.

You could get an orchestral version of a musical and then sing your actions back. me I'm checking your balance. It appears you returned a movie late. Dum dum dum!

wazootybob
September 5th, 2006, 04:40 PM
I know some of the CSRs will miss me at first

2003 - 2004 was one of the better segments in my Blockbuster memory. I think we should open a Japanese steakhouse and thrill our customers with wielding large knives and fire implements. Though I fear the worker's compensation insurance and customer liability rates would go up after my first grill attempts.

igniteice
September 6th, 2006, 12:47 PM
2003 - 2004 was one of the better segments in my Blockbuster memory. I think we should open a Japanese steakhouse and thrill our customers with wielding large knives and fire implements. Though I fear the worker's compensation insurance and customer liability rates would go up after my first grill attempts.

Actually a Japanese steakhouse would be perfect to put in right next to a Blockbuster... I mean - they're spending like $75 by the end of the night for the meal, what's another $4.35 for a movie for the night? Of course, these people would probably just head over to a theater instead.

Problem with theater (and pay-per-view) is that there is limited selection. I tried to see a movie the other week - ended up seeing Snakes on a Plane cuz nothing else was playing even close to decent, and even that movie sucked horribly.

Oh, but I guess according to the customers who think online renting is killing us, these people are going to go home and just order a movie for the night... oh wait!

That kills me. I've got perfect responses for these morons, all planned out now.

C: So has Netflix really taken a lot of your business away?
Me: No, not really. You're still here, right?

C: So do you think Netflix is the future of renting?
Me: Yeah if you always want to watch your movie tomorrow night, sure.

What kills me is the family or group of friends who can't decide what to rent on a friday/saturday night. Yes, clearly online renting is the answer.

Wednesday night...

Friend calling Friend: "Hey, I need to find out what you want to watch Friday night; I have to order the movie now just incase it doesn't get delivered in one day.
Friend on other end: "We should watch that new one - but have you asked Jane and Joyce?"
Friend 1: "No -- do you know what movies they've already seen?"
Friend 2: "Oh, I know, get that one with..."
Friend 1: "Damn, it says Short Wait. Let's just go to the store."

...

Think that's far from the truth? Listen in on some conversations of customers walking around...

igniteice
September 6th, 2006, 06:12 PM
How to deal with lying customers...

Woman calls up, asks to check balance on account. I've found over the years that the vast majority of people who call up to find out about a balance are people who know they owe money, but don't know how much. I tell her amount and she says okay and that's it.

Guy comes in then and asks to check account - same account. Woman is with him, but she's off picking out movies. I just spoke with her, and if she's picking out movies, I have to assume that she was entirely under the impression that this balance was going to be paid. It's not her account, but she is the one who called.

The balance is for two movies, both two rental periods late (returned around 11:30pm on a friday or saturday night, and they would have been due back wednesday or thursday by noon respectively - hence two rental periods.)

Now I have to believe that the woman told her husband (naturally assuming he was) the late fee balance, and he decided he'd try to get out of it.

The account was readded to our system late October of last year. That means he's been in the system for just over 10 months now. The account has 32 rentals on it. That's 3.2 rentals per month, or just under $14 per month.

There are two sets of warnings on the account. The first warning states that this person was told that this store has a late fee policy and that this customer knows the return time is noon. This warning was put on end of May.

The second warning is in middle of June and states that the customer was given credit for some late fees and -really- knows that the return time is noon.

The customer has rented several movies over the past month (which means he's a very inactive customer and only rents in spurts - the bulk of the 32 total rents were from this past month alone, and his account number is very old, which means he's been kicked out of the system before for inactivity.)

All those rentals were returned on time, except these, but I have to assume they were returned on time because he was already given a break on late fees. This more than supports my theory that customers who return movies late will always have that habit. They won't suddenly just kick it one day because they have to pay a late fee.

The guy comes up to my SL and asks him to work with him. He asks him if there's anything he can do. I was standing right there, and my SL doesn't like to get involved in such things with customers, so I stepped in.

First thing the customer says to us:

C: Well, I don't want to pay the $17.42, because you guys don't have late fees anymore.
SL: Actually, we've had a late fee policy for over 8 months now.
Me: It even says you were told about our late fee policy...

Customer then tells us he thought the return time was midnight. I tell him that's irrelevant because the movies were returned 2 full days late anyway. He told me to work with him - I said we have before and reminded him we've already cut him a break on late fees and have told him twice about our late fee policy and the noon return time. He then tries to bribe me! He tells me he's a manager of some hotel and can offer me a discount or a free room. I told him I can't accept that.

He tells me, "I'm a great customer, I spend a lot of money here, I rent a lot of movies." I tell him that's great, but that I don't see the connection, since he clearly understands that we do have a late fee policy - several movies have been returned all on time. He just told me he thought we still had EoLF - why would he return all previous movies on time then? You're either a customer who returns movies late, or on time.

Guy told me he'd pay the late fees and then wanted his account closed. So I closed it.

Who can tell me what kind of customer I just lost and why I don't mind losing said customer?

For the record, a girl waiting patiently behind him came up directly after he left and said she had a late fee she needed to pay and she ended up laughing about that guy and all his bullshit with my SL.

HardcoreKeith
September 6th, 2006, 09:11 PM
Who can tell me what kind of customer I just lost and why I don't mind losing said customer?

I can't get rid of the fuckers. They always come back. ...and then they bitch about having to start a new account because their old one is "closed."

sar94pga
September 6th, 2006, 09:24 PM
I can't get rid of the fuckers. They always come back. ...and then they bitch about having to start a new account because their old one is "closed."

i love the assholes that come in and say they "lost" their cards, and we have to report the card lost and issue a new account #. Then we give them their new cards with the new account number on it. they leave

2 months later, they come back in to rent. with the old card. and of course, no fucking id.......

side note: who the hell leaves their house without their drivers licence? erm, i don't know, maybe its just me.

Kool-Aid Man
September 7th, 2006, 10:39 AM
Ha! And that's when I want to tell them, "If you're such a dedicated customer, why haven't you rented in a year?" :rolleyes:


Cue the Carlos Mencia "DE-DE-DE!!!!" noise.

Kool-Aid Man
September 7th, 2006, 10:43 AM
side note: who the hell leaves their house without their drivers licence? erm, i don't know, maybe its just me.

I ask myself that all the time. And then I pray that a police officer pulls them over and they get in MAJOR TROUBLE for no license on them.

coldie
September 7th, 2006, 11:12 AM
I ask myself that all the time. And then I pray that a police officer pulls them over and they get in MAJOR TROUBLE for no license on them.

Yeah, when people dig for their licenses and can't find it I always make mention of the po-po to instill fear and hope they learn to carry it at ALL times like a good citizen should.

Cust: I left my ID in my wallet.
Me: Go ahead, I'll wait.
Cust: My wallet's at home.
Me: Ooooh... well, don't the cops catch you on the way home then!

OzMan
September 7th, 2006, 09:51 PM
side note: who the hell leaves their house without their drivers licence? erm, i don't know, maybe its just me.

Not just you. Half of fucking NY state, from what I have seen.

:D

sar94pga
September 7th, 2006, 09:52 PM
Not just you. Half of fucking NY state, from what I have seen.

:D

i have 2 driver's licences. i lost mine, got a new one, and then found my old one....is that bad? :D

OzMan
September 7th, 2006, 10:59 PM
i have 2 driver's licences. i lost mine, got a new one, and then found my old one....is that bad? :D

It's just a bit illegal.

But you can look at it this way: half of Noo Yarkers have NO licence, and half have 2. Averages out to one per Noo Yarker.

;)

DAntiheroJ
September 8th, 2006, 06:52 AM
Oh, this could be fun... :D

I had a bitch come in the other day who came up to pay and pulled out her checkbook and started writing a check. I rang her up and told her the total. She hands me the check and stands there looking at me like I am stupid. When I ask for her id she looks at me completely serious and says "I forgot my wallet, that's why I am writing a check....." when the fuck!!!! when, in your entire life, has a retail establishment taken your check WITHOUT looking at your id first? :confused:

And how about the little broke ass kids that spend an HOUR deciding which candy they want and then once it is all rung up they look at the total and the dirty pile of change in their hand and realize they do not have enough. VOID time, then they come with more and amazingly they didn't think about the tax and are short again.... more VOIDING. No lie, I once worked at a store near some low rent apartments and this would go on for the ENTIRE afternoon! then I would have to clean it all up... :eek:

I have to say my favorite phone calls are the ones on Monday night while I am trying to do the MAP and get all the returns run and some moron calls, asks my CSR to speak with the manager, I run up front (because I work at the only store without a fucking cordless), answer all nice, and some dick wants to know "what comes out tomorrow"... good thing I was around, I don't think my CSR could have helped you with that one buddy.

Either those or the "Why did you charge my credit card!!!!" calls, always a reason, but never enough patience to find out BEOFRE snapping my head off.

I got a call the other day from some fucker who was pissed off about getting a call about a late movie. He did have the movie, and admitted it was late, but since he knew it and knew our policies he thought it was bullshit for us to "harass" him about returning it. This same guy called yesterday pissed about the charge on his credit card for the same movie. Threatened all sorts of shit and said he better to get his $1.25 back when he returned the movie.

and speaking of that, what about the cheap bastards who thinks $1.25 is a fortune. I have been cursed out and listened to "I will never come here again" cause I would not take the restock fee off someone's account. and not just the first time it happened, one lady got the fees every time she rented and each time acted like she had no clue why I wanted her money and I was trying to steal from her... (like i get anything out of collecting the buck and a quarter for the company...)

I could go on and on, I don't think there is anything that would surprise me any more about these fuckers....

coldie
September 8th, 2006, 09:04 AM
Why do people over react on a $1.25 fee? They act like you're taking food out of their hair-lipped mouths! I gently remind them that it used to be an extra rental cost when it was late and remind them how generous it is for us to only charge $1.25 when you're 17 days late.

"If you ask me, sir, $1.25 is pretty generous for being 17 days past due, where with a 2-day rental it would've been $32 back in old days when we just re-rented the movie to you."

(A stretch, maybe, I'm not exactly sure how the old ways worked because I joined BBV after EOLF began, but it reminds them that we're not the bad guys here.)

whorehoppin
September 8th, 2006, 11:42 AM
last week on one of my opening shifts I had an older woman come in to rent early on - she rented 3 movies (for $9.99).

about 30 minutes later I get a phone call from some guy yelling at me because his visa card got charged $9.99. So I bring up his account and look at the history, sure enough there was a $9.99 charge on his visa, but it was when his fucking wife rented those 3 movies!

I was actually impressed that someone looked at their bank statement so quickly!

At least once a week I bring up a customer's account and find that they've had the movie pass but hadn't used it in several months, some of them so far back I can't even see their history (zero rents on the pass too) - so if they're in the store I just quickly cancel the pass and tell them I'm offering 2 free rentals today! They're too excited to realize what happened - if they are on the phone I don't tell them anything, just cancel the autocharge and hope they don't check their statements (they won't).

I'd love to let it stay on there and keep charging but eventually they'll find out and want a $500 refund!

I do realize that its only the customer's fault for not realizing they didn't cancel the pass - and we do give refunds if someone forgot to cancel and didn't use it at all, but if these morons forget to cancel and let it renew 34 times before they check their credit card statement then I don't feel bad at all.


Coldie: I believe that before EOLF - we would charge the customer for up to 4 rental periods before writing it off their account - so if you charged $4 per rental period, the max in late fees -per item- was $16 - the one big problem with that is we would not charge the customer for the unreturned movie - so they could pay the $16 in late fees and still never return the movie and not be charged anything else. Now if you were smart you would go in and do a LOSTCHECKIN and charge them for the rental as well, but it was not automatic and most of the time a CSR was dealing with the customer and didn't know to do that. Not only that, but if the customer decided to return the rental 6 months later, it would let you check it in! I've had a few rentals in the past 6 months that were rented 2+ years ago that got returned - I was able to check them in - too bad they were VHS!

igniteice
September 8th, 2006, 11:55 AM
I had a bitch come in the other day who came up to pay and pulled out her checkbook and started writing a check. I rang her up and told her the total. She hands me the check and stands there looking at me like I am stupid. When I ask for her id she looks at me completely serious and says "I forgot my wallet, that's why I am writing a check....." when the fuck!!!! when, in your entire life, has a retail establishment taken your check WITHOUT looking at your id first? :confused:

No checks on Non-Member accounts, so I'm a little confused as to why you were going to accept the check anyway, and if it was for rentals, how did you bring up her account if she forgot her wallet? And if she gave you a membership card - why would she remember a membership card but not remember a driver's license (or anything with a PHOTO.) This is why you don't take checks on Non-Member accounts. Therefore, this situation should not have happened. First thing I ask people who are just buying movies. "Do you have an account with us?" Second thing I ask them, "How are you going to pay for these, cash or credit?"

And how about the little broke ass kids that spend an HOUR deciding which candy they want and then once it is all rung up they look at the total and the dirty pile of change in their hand and realize they do not have enough. VOID time, then they come with more and amazingly they didn't think about the tax and are short again.... more VOIDING. No lie, I once worked at a store near some low rent apartments and this would go on for the ENTIRE afternoon! then I would have to clean it all up... :eek:

Why don't you just ask them how much money they have and then save the two of you all sorts of time by telling them what they can afford?

because I work at the only store without a fucking cordless

Nope.

I could go on and on, I don't think there is anything that would surprise me any more about these fuckers....

How long have you worked at BB?

"If you ask me, sir, $1.25 is pretty generous for being 17 days past due, where with a 2-day rental it would've been $32 back in old days when we just re-rented the movie to you."

(A stretch, maybe, I'm not exactly sure how the old ways worked because I joined BBV after EOLF began, but it reminds them that we're not the bad guys here.)

Late fees go off of rental periods. If you rent a 2-day rental this Friday (8th)...

it's first due date is Sunday (10th) by noon ($0 - no late fee)
then Tuesday (12th) by noon ($4.35 for Sun-Tues)
then Thursday (14th) by noon ($8.71 for Sun-Tues-Thurs)
then Saturday (16th) by noon ($13.06 for Sun-Tues-Thurs-Sat)
then Monday (18th) by noon ($17.41 for Sun-Tues-Thurs-Sat-Mon)
then Wednesday (20th) by noon ($21.77 for Sun-Tues-Thurs-Sat-Mon-Wed)

Wednesday night the movie gets checked in and shrinks out of the system and the $21.77 balance gets written off. If the movie is checked in Wednesday night, it would say 11 days late I believe, but usually I only see movies that are 10 days late. I'll keep my eye out for a movie that is 11 days late.

For week long rentals... something rented this Friday (8th) would be due next Saturday (16th) by noon, and then the next due date would be the following Sunday (24th) by noon... I'm pretty sure it gets written off that night, so it would be 9 days late with an $8.71 late fee on it.

I'll bring up some accounts and look at the shrink dates and rented dates on them tonight.

igniteice
September 8th, 2006, 12:03 PM
Coldie: I believe that before EOLF - we would charge the customer for up to 4 rental periods before writing it off their account - so if you charged $4 per rental period, the max in late fees -per item- was $16 - the one big problem with that is we would not charge the customer for the unreturned movie - so they could pay the $16 in late fees and still never return the movie and not be charged anything else. Now if you were smart you would go in and do a LOSTCHECKIN and charge them for the rental as well, but it was not automatic and most of the time a CSR was dealing with the customer and didn't know to do that. Not only that, but if the customer decided to return the rental 6 months later, it would let you check it in! I've had a few rentals in the past 6 months that were rented 2+ years ago that got returned - I was able to check them in - too bad they were VHS!

That's what the Auto-Checkin report is for. The Auto-Checkin report lists all the movies that have been shrunk out of the system. So what we just did yesterday at my store is go through all the reports for August, July, and we're half-way through June, and we'll probably even go further back then that... and we see if the movie has been returned.

Each morning, we bring up these accounts and put warnings on the account showing the non-return. It looks like this:

NR-180543001-United 93

That way, even if months down the road we got rid of the auto-checkin reports, you could always TRY to lostckin it. It will give you one of three messages: item is not checked out, item is not checked out to THIS customer, or it will sell it to the customer if the item has never been returned. This is useful months down the road when you bring up an account and all you see is a non-return warning - if you didn't see that warning, you'd never think to go look through the auto-checkin reports...

We did over $1500 in charges from August/July alone yesterday. There were a few more accounts where they owe us upwards of $100 (one owes us like $105, another $110, and another $160.) But the vast majority had working credit cards thanks to my persistent pre-authing. You never know who is going to not return your movies... you really never know.

brantheman
September 8th, 2006, 12:52 PM
And how about the little broke ass kids that spend an HOUR deciding which candy they want and then once it is all rung up they look at the total and the dirty pile of change in their hand and realize they do not have enough. VOID time, then they come with more and amazingly they didn't think about the tax and are short again.... more VOIDING. No lie, I once worked at a store near some low rent apartments and this would go on for the ENTIRE afternoon! then I would have to clean it all up... :eek:

Why didn't you just status the candy and give them a rough estimate? You could have avoided a lot of voids :p

DAntiheroJ
September 8th, 2006, 05:28 PM
[QUOTE=igniteice;188400]No checks on Non-Member accounts

No Shit Sherlock. she had her card in her checkbook wallet...... I did not ask why she didn't carry it with her id, I don't get that personal with most of my customers. just don't give that much of a damn most of the time. as far as I know the policy having a card is as good as having an id. no need to check it since the account was already in the system and not quick-added.


[QUOTE=igniteice;188400]Why don't you just ask them how much money they have and then save the two of you all sorts of time by telling them what they can afford?


because they never seemed to know how much they had, depended if they were each using just their money or debating pooling it with their group of friends. and usually i just gave them the change to make up the difference, but it was still annoying as hell. next time I will figure out and present them every combination of confection that comes up equal or lesser than what they have. that sounds easier.......

and Bran, that would make sense, but I didn't think about it and am horrible at math.

[QUOTE=igniteice;188400]How long have you worked at BB?

two years, is that long enough cause it feels like a ton more





I obviously don't get this quote thing yet....... sorry

igniteice
September 8th, 2006, 11:06 PM
Erm... you just click the quote button man.

brantheman
September 9th, 2006, 12:18 AM
Regardless of how much you suck at math, the candy voids were completely avoidable. For someone whose been at BB for two years i'm a little surprised. :P

DAntiheroJ
September 9th, 2006, 05:29 AM
Allow me to reitterate... I DID work at a store near some low income housing... implying in the past, over a year ago, while i was still in Fla... i know better now. and since indecisive little kids change their mind all the time with no concern for where you are in the transaction it is not that unavoidable.

I did hit the quote button, but must have screwed up the formatting. sorry bro. I apologize for not being as savy at message boards as you. :rolleyes:

kyzaskiwi
September 9th, 2006, 12:29 PM
i dunno how avoidable they are.. kids here are like that too and its annoying.. like for example a mom let her kids each pick 1 ice cream but then after i finished scanning her little girl started throwing a fit for wanting candy. I refused to ring up the candy until she made up her mind (to avoid voids) and sat there for like 10 minutes while she made up her mind. Finally decided on a candy fan.. so i scan and tell her the total which shocked her because i guess she never looked at the candy price tag... "$4 for a peice of candy!!!" void again.. i tell the lady that she needs to make up her mind because i cant do too many voids.. so she decides on something else.. right as im about to scan it she realizes that it wont open cuz its broken. total save as i didn't actually scan it so i could avoid the void. And then guess what? she decides to get the candy fan anyways! (which btw we had 3 of and it turned out 2 were crushed and defective). Sometimes voids are unavoidable.. unless of course we could read peoples minds and the future.

AbandonedDreams
September 9th, 2006, 01:01 PM
I ask myself that all the time. And then I pray that a police officer pulls them over and they get in MAJOR TROUBLE for no license on them.

This happened to a friend of mine a few years back. She got pulled over because a taillight was out or something and only had to pay a $30 fine for not having her license on her.

Aphrodite
September 9th, 2006, 03:43 PM
You guys have strict laws on that.

We just get a week to show our licence at the police station - no fines.

yousickf'ingbastard
September 9th, 2006, 06:54 PM
what happened to the times when cops believed you when you told them a story?

i was on my way to the car place before you caught me/uh pulled me over

i left my license on your wifes ass when i hit it last night

where's the trust?