Charged for a movie that was returned

[jabagom]

I don't hate Blockbuster, but I am extremely frustrated by their actions and inactions.

I realize there are many retail customers that are rude and obnoxious and try to rip companies off...I am not one of those. I have worked in systems development for customer service groups as a rep and as a supervisor/manager for 20+ years.

I have been a Blockbuster customer for several years and have been a Total Access customer for a year. I used to be a NetFlix customer for over a year, but had switched to Blockbuster in March of 2006. Well, now I'm switching back to NetFlix.

I have cancelled Total Access for several reasons:
1. I am being charged for a movie that I did return.
2. It is impossible to reach the store manager - he is conveniently not working the day you stop by (or call) or he just stepped out for lunch
3. I've posted several complaints/concerns/comments on BLOCKBUSTER.COM - I've only received scripted email replies stating that they are sorry for my situation and that they'll forward the issue to the appropriate department for follow-up. I've never received a follow-up from the 'appropriate department'
4. I've written 2 letters to Blockbuster corporate office; one of the letters was to John Antioco, Chairman and CEO - but I have yet to receive a reply to either letter.

I will not tolerate being charged for a movie that I did return and I will not tolerate horrible customer service. Companies that care about their customers, make an effort to resolve situations that customers are experiencing.

In my situation, nobody has attempted anything. The only thing that Blockbuster has succeeded in is alienating me and make me a NetFlix customer again.

Next steps:
1) contact credit card company to dispute the charge (but BBI will say its a valid charge
2) submit complaint with FTC
3) submit complaint with BBB

I really don't expect to ever see my money; my goal is to warn people of BB's practices and indifference towards their customers.

[rk237]

I don't hate Blockbuster, but I am extremely frustrated by their actions and inactions.

I realize there are many retail customers that are rude and obnoxious and try to rip companies off...I am not one of those. I have worked in systems development for customer service groups as a rep and as a supervisor/manager for 20+ years.

I have been a Blockbuster customer for several years and have been a Total Access customer for a year. I used to be a NetFlix customer for over a year, but had switched to Blockbuster in March of 2006. Well, now I'm switching back to NetFlix.

I have cancelled Total Access for several reasons:
1. I am being charged for a movie that I did return.
2. It is impossible to reach the store manager - he is conveniently not working the day you stop by (or call) or he just stepped out for lunch
3. I've posted several complaints/concerns/comments on BLOCKBUSTER.COM - I've only received scripted email replies stating that they are sorry for my situation and that they'll forward the issue to the appropriate department for follow-up. I've never received a follow-up from the 'appropriate department'
4. I've written 2 letters to Blockbuster corporate office; one of the letters was to John Antioco, Chairman and CEO - but I have yet to receive a reply to either letter.

I will not tolerate being charged for a movie that I did return and I will not tolerate horrible customer service. Companies that care about their customers, make an effort to resolve situations that customers are experiencing.

In my situation, nobody has attempted anything. The only thing that Blockbuster has succeeded in is alienating me and make me a NetFlix customer again.

Next steps:
1) contact credit card company to dispute the charge (but BBI will say its a valid charge
2) submit complaint with FTC
3) submit complaint with BBB

I really don't expect to ever see my money; my goal is to warn people of BB's practices and indifference towards their customers.

If it's an invalid charge, your credit card company will refund it and make it Blockbuster's problem. The burden will be on BB to prove to your credit card company that the charge was valid.

Out of curiosity, what were the circumstances of the situation?

[jabagom]

On 1/27/2007 I returned a Total Access movie to the Garfield Hts Ohio Blockbuster and took out "The Illusionist"
I returned "The Illusionist" on 2/1/2007
My master card was charged for non-return on 2/8/2007 with I realized on 3/8/2007 when I got my Master card statement.

[johnlow71]

Zippity Doo DAH, zIPPTY EH. my ole my what a wonderful day
Zippity Doo dah, ZIPPITY EHHHHHHHHH!@!!!!!!!

[Woodstock]

On 1/27/2007 I returned a Total Access movie to the Garfield Hts Ohio Blockbuster and took out "The Illusionist"
I returned "The Illusionist" on 2/1/2007
My master card was charged for non-return on 2/8/2007 with I realized on 3/8/2007 when I got my Master card statement.


First thing - it has happened where the customer accidently returned the movie to the wrong store/company - Hollywood Video for instance. Did that happen?

Second thing - if you have a reciept their should be a phone number on the top of it that is for customer service. However, I must warn you that all they are going to do is kick it back to the District Manager who will kick it back to the Store manager. So it might take awhile to get a response.

Third - Call the store, and ask them to check the shelf - if they refuse ask them to tell you the copy number and go check the shelf yourself.

Fourth - the store manager is allowed to have days off and eat while they are at work.

Fifth - Contacting the BBB and the FTC - they have better things to do with their time then help you get a 21.99 charge off of your account....good luck with that one.

Sixth - John Antioco has resigned as our CEO and has more important things to do than help you get a 21.99 charge off of your credit card.

Seventh - and final point, if you returned the movie as you say that you did, then keep trying to contact the store manager. He/she is your best bet at getting the matter resolved. The higher up you go up the BBV chain of managers, the longer it is going to take to trickle down to the person that is going to take care of it - the store manager. They have to work peak shifts, and as much as I am going to get flamed for saying this - the best time to catch them is Monday mornings and Friday/Saturday nights.

[sar94pga]

I don't hate Blockbuster, but I am extremely frustrated by their actions and inactions.

I realize there are many retail customers that are rude and obnoxious and try to rip companies off...I am not one of those. I have worked in systems development for customer service groups as a rep and as a supervisor/manager for 20+ years.

I have been a Blockbuster customer for several years and have been a Total Access customer for a year. I used to be a NetFlix customer for over a year, but had switched to Blockbuster in March of 2006. Well, now I'm switching back to NetFlix.

I have cancelled Total Access for several reasons:
1. I am being charged for a movie that I did return.
2. It is impossible to reach the store manager - he is conveniently not working the day you stop by (or call) or he just stepped out for lunch
3. I've posted several complaints/concerns/comments on BLOCKBUSTER.COM - I've only received scripted email replies stating that they are sorry for my situation and that they'll forward the issue to the appropriate department for follow-up. I've never received a follow-up from the 'appropriate department'
4. I've written 2 letters to Blockbuster corporate office; one of the letters was to John Antioco, Chairman and CEO - but I have yet to receive a reply to either letter.

I will not tolerate being charged for a movie that I did return and I will not tolerate horrible customer service. Companies that care about their customers, make an effort to resolve situations that customers are experiencing.

In my situation, nobody has attempted anything. The only thing that Blockbuster has succeeded in is alienating me and make me a NetFlix customer again.

Next steps:
1) contact credit card company to dispute the charge (but BBI will say its a valid charge
2) submit complaint with FTC
3) submit complaint with BBB

I really don't expect to ever see my money; my goal is to warn people of BB's practices and indifference towards their customers.

ok, i am in a good mood today, so i will be nice.

1st. the way you go about this, and what you should have done in the first place...is called the store and asked for the DM's phone number. if you had gotten nowhere with the Store Manager, the next step is the District Office. or the customer care number, that is convienantly located at the top of your reciept.

2nd, in all honesty, SM's and DM's find these complaints to be retarded, and 99.9% of the time, we do what is called a Benefit of the Doubt checkin. we check the item in, credit off the restocking fee's and chances are we will find it in inventory, or we will take the hit on it. I would rather take the hit on ONE dvd than lose a customer.

3rd, if you called the customer care #, the complaint gets emailed right to the District Manager. The District manager has 48 hours to resolve the complaint. if it isnt resolved within those 48 hours, the compaint goes to the Regional director.

4th, working in the retail world, i would NEVER report a complaint online. EVER. i want to talk to a human, and i want it solved ASAP.

having said all that, i will say that what happened to you, unfortunatly happens to alot of people. but, to err is human. More than likely your movie is in that store, and will be found during the next rental inventory. what you should understand is that in any given store, there are THOUSANDS of movies on those shelves, so its not too hard to believe that ONE of those thousands can get misplaced. I will also say, that its not just blockbuster. its hollywood, movie gallery...christ, even the library. it happens.

You also should realize, that not all blockbusters are the same. Not all Store Managers are not like the one you had the misfortune of dealing with. but, rest assured, that if that SM or DM for that matter isnt doing their job, someone will know, soon enough.

I just find it really hard to believe that no one had contacted you over this......

[rk237]

3rd, if you called the customer care #, the complaint gets emailed right to the District Manager. The District manager has 48 hours to resolve the complaint. if it isnt resolved within those 48 hours, the compaint goes to the Regional director.


Damn Sar you're always full of really good inside info. :)

[sar94pga]

Damn Sar you're always full of really good inside info. :)

i was just proving the "i cant belive that no one has contacted him yet" point. When it comes to customer complaints, they normally get taken care of in a fast and furious way.

[jabagom]

1st – I don’t do business with any other video company

2nd - I thought I’d try the direct approach – I will try that approach (only to complain – they’ve already lost me as a customer)

3rd – everytime I called the store they checked inventory

4th – I called 7 straight days – the first day, he had the day off, they also told me when (day and times) he’d be in the store – and I left messages (against the strong protests of the clerks) – I did speak to him finally – he said he’d call back, but he never did – and I left subsequent messages

5th – I disagree and I will file – the purpose of the BBB and the FTC complaint site is to address consumer complaints that are not being addressed properly by the company. It doesn’t make a difference if the amount is $1.99 or $2.5 billion dollars – I was charged incorrectly by a company and they don’t have the common business courtesy to even call me back – stop accepting mediocre service

6th – Didn’t realize John quit – if you’re not able to get satisfaction from the standard chain of management, then you go to the top - In this type of situation you never expect the CEO to respond, you expect a response from somebody lower down the food chain - This (in most cases) is a proven method to get your issue resolved (unless of course you are the squeeky wheel type.

7th – The problem has been going on for almost 2 months – I will try calling district managers

Customer's issues should be responded to as soon as possible (possibly a few days) - ignoring the situation for 4+ weeks is completely unnacceptable - If Blockbuster doesn't believe in this philosophy (which most companies do), then they don't deserve my money

Thanks for your input


First thing - it has happened where the customer accidently returned the movie to the wrong store/company - Hollywood Video for instance. Did that happen?

Second thing - if you have a reciept their should be a phone number on the top of it that is for customer service. However, I must warn you that all they are going to do is kick it back to the District Manager who will kick it back to the Store manager. So it might take awhile to get a response.

Third - Call the store, and ask them to check the shelf - if they refuse ask them to tell you the copy number and go check the shelf yourself.

Fourth - the store manager is allowed to have days off and eat while they are at work.

Fifth - Contacting the BBB and the FTC - they have better things to do with their time then help you get a 21.99 charge off of your account....good luck with that one.

Sixth - John Antioco has resigned as our CEO and has more important things to do than help you get a 21.99 charge off of your credit card.

Seventh - and final point, if you returned the movie as you say that you did, then keep trying to contact the store manager. He/she is your best bet at getting the matter resolved. The higher up you go up the BBV chain of managers, the longer it is going to take to trickle down to the person that is going to take care of it - the store manager. They have to work peak shifts, and as much as I am going to get flamed for saying this - the best time to catch them is Monday mornings and Friday/Saturday nights.

[jabagom]

1st - I will call the District manager / customer care number

2nd - Obviously the store manager in Garfield Hts Ohio doesn’t subscribe to the same philosophy that you do

3rd - I will call the customer care – the complaint online should have been routed to the regional/district and/or the store manager (in a perfect world)

4th – I usually don’t have time during the day to call customer service numbers; I’m busy working for my employer and in the evening, busy with 2 kids, etc…online issues should get as much attention – it’s actually less expensive for companies to accept complaints via website than it is via a call center

thanks for your input/suggestions



ok, i am in a good mood today, so i will be nice.

1st. the way you go about this, and what you should have done in the first place...is called the store and asked for the DM's phone number. if you had gotten nowhere with the Store Manager, the next step is the District Office. or the customer care number, that is convienantly located at the top of your reciept.

2nd, in all honesty, SM's and DM's find these complaints to be retarded, and 99.9% of the time, we do what is called a Benefit of the Doubt checkin. we check the item in, credit off the restocking fee's and chances are we will find it in inventory, or we will take the hit on it. I would rather take the hit on ONE dvd than lose a customer.

3rd, if you called the customer care #, the complaint gets emailed right to the District Manager. The District manager has 48 hours to resolve the complaint. if it isnt resolved within those 48 hours, the compaint goes to the Regional director.

4th, working in the retail world, i would NEVER report a complaint online. EVER. i want to talk to a human, and i want it solved ASAP.

having said all that, i will say that what happened to you, unfortunatly happens to alot of people. but, to err is human. More than likely your movie is in that store, and will be found during the next rental inventory. what you should understand is that in any given store, there are THOUSANDS of movies on those shelves, so its not too hard to believe that ONE of those thousands can get misplaced. I will also say, that its not just blockbuster. its hollywood, movie gallery...christ, even the library. it happens.

You also should realize, that not all blockbusters are the same. Not all Store Managers are not like the one you had the misfortune of dealing with. but, rest assured, that if that SM or DM for that matter isnt doing their job, someone will know, soon enough.

I just find it really hard to believe that no one had contacted you over this......

[brantheman]

Sorry to hear all that, jabagom.

I still suggest you call next Monday morning, at about 10:30am. The SM shouldnt be too busy then, and insist that you've been trying to get ahold of him for weeks and you refuse to wait any longer. More likely than not, he'll give you the benefit of the doubt (as Sar said) and remove it. Honestly, if you were at my store, I'd have taken care of this weeks ago if you never had a history of this problem before. Hope you get it fixed.

I'm telling you, though: Monday morning at about 10:30.

[rk237]

Sorry to hear all that, jabagom.

I still suggest you call next Monday morning, at about 10:30am. The SM shouldnt be too busy then, and insist that you've been trying to get ahold of him for weeks and you refuse to wait any longer. More likely than not, he'll give you the benefit of the doubt (as Sar said) and remove it. Honestly, if you were at my store, I'd have taken care of this weeks ago if you never had a history of this problem before. Hope you get it fixed.

I'm telling you, though: Monday morning at about 10:30.

Agreed.

Importantly, do not assert to the manager or anyone else that you are already a lost cause as a customer. Then what interest will he have to refund your money? When I worked at Blockbuster and people began the conversation by stating they were no longer customers, then I regarded the situation having no compulsion to assist them.
Also, making threats about the BBB will be deaf to anyone at the store level. Frankly, Blockbuster employees, manager included, are not paid enough be concerned about the business in that sense. However, I will tell you that BB employees are concerned about the human element -- the manager did not ask for this situation and there was certainly no malice whether or not a mistake was made. If you present yourself respecting his position in this regard, he will, as a fellow human (unless he's just a jackass, which is sometimes the case) work to try and resolve the issue, which means you get your money back unless it's glaringly obvious that you're trying to screw the company. Naturally, you can express your disappointment and personal inconvenience with the store and Blockbuster -- and still going ahead and speaking to the DL may even result in a store credit, as long as you stay rational and moderate your temper. (heh such an opportunity to say "temper your temper")

Finally, the situation when properly handled may convince you to stop the self-inhibition of your entertainment options.

[HardcoreKeith]

If you really did return the item then I'm sorry.

I bet you can guess how many times I've had to stand firm that an item was not returned, receive extensive verbal abuse, and then had the item mysteriously appear in the drop box an hour later.

[DraconianSM]

Does anyone else find it ironic that the movie that mysteriously "vanished" was "The Illusionist"?:p

[Fresser]

Does anyone else find it ironic that the movie that mysteriously "vanished" was "The Illusionist"?:p

hahahahahha dats funny :p

[brantheman]

Does anyone else find it ironic that the movie that mysteriously "vanished" was "The Illusionist"?:p

That movie is the work of the devil! Look at what it can do! :eek: !!!

[CreepyNormal]

On 1/27/2007 I returned a Total Access movie to the Garfield Hts Ohio Blockbuster and took out "The Illusionist"
I returned "The Illusionist" on 2/1/2007
My master card was charged for non-return on 2/8/2007 with I realized on 3/8/2007 when I got my Master card statement.

I guarantee you that there has been a physical inventory in that store sometime between 8 February and today. If the Inventory Nazis didn't find it, it's not *anywhere* in the store.

Honestly, we get at least 20 customers a week in the store, throwing a fit and swearing up and down that a movie was returned. Of these, 99.9% did not return the movie, so forgive me for being skeptical. You have the DVD somewhere, you just haven't looked hard enough. Did you check under your car seats? Most "returned" DVD's are found there. Do you have kids? Did one of the kids grab it? Is it in their room?

[BBVcasualposter]

If you really did return the item then I'm sorry.

I bet you can guess how many times I've had to stand firm that an item was not returned, receive extensive verbal abuse, and then had the item mysteriously appear in the drop box an hour later.


I've had this same exact scenario happen countless times. Guy rips my head off calls me names, threatens my cats and hermit crab, and then next day movie is in drop.

[OzMan]

Fourth - the store manager is allowed to have days off and eat while they are at work.

Yes, he is.... but that is why there is a dial on your phones.... so he can return the call. If only a fifth of what the OP is claiming is true, the SM wouldn't be working for me.


Fifth - Contacting the BBB and the FTC - they have better things to do with their time then help you get a 21.99 charge off of your account....good luck with that one.

Actually, moreso the BBB than the FTC, but this is EXACTLY what they are in existence for.


Sixth - John Antioco has resigned as our CEO and has more important things to do than help you get a 21.99 charge off of your credit card.


Yes, he most certainly has;) ..... but he's still employeed for now. And just look at recent events at Home Depot to see how a CEO worth the obscene money he gets WILL make sure things like this are taken care of.

I know for a fact that Joe Malugen checks the company's complaint email file occasionally, and has responded to complaints. And remember, shit rolls downhill.... and the higher up it starts, the more it splatters when it hits bottom. In a well-run company the LAST thing you'd want is complaints going to Antioco, legitimate or not.

[Propoxy]

Do you have kids? Did one of the kids grab it? Is it in their room?
In the same line of questioning... did your kids rip off the rental barcode?

I'd say about 75% of my "I returned it!" customer situations are resolved by checking the drawer in which we keep the rental items returned without barcodes. It's like the barcode labels scream out "Remove me!!!" to children.

Also, are you sure the disc was in it and you returned it to the correct Blockbuster? Some stores leave empty items checked out to customers, and still others sometimes won't call on wrong store returns.

Oh, and did you check your April credit card statement? Maybe it shows a refund from the DVD being checked in during inventory. :)

[BBVcasualposter]

In the same line of questioning... did your kids rip off the rental barcode?

I'd say about 75% of my "I returned it!" customer situations are resolved by checking the drawer in which we keep the rental items returned without barcodes. It's like the barcode labels scream out "Remove me!!!" to children.

Also, are you sure the disc was in it and you returned it to the correct Blockbuster? Some stores leave empty items checked out to customers, and still others sometimes won't call on wrong store returns.

Oh, and did you check your April credit card statement? Maybe it shows a refund from the DVD being checked in during inventory. :)

I beleive many stores are allergic to the Mismatch account. I've worked in many stores over the years and often pickup overtime and it just doesnt exist except as a cabinet of 90 movies without disks. Also Member owned process is non-existent in many stores. My store we log day they came on, we make the calls and we place the accounts on hold so when Joe customer comes in we can say hey joe you heres your movie you own.

Same holds true as propoxy said, since we log dates etc it goes a long way in helping that customer who says they returned it. It also goes a long way in giving us confidence that we did the process right and thus making it much easier to deal with the customer.

Also he Prop noted checking the statement. We actually had a call like that on Monday. Guy calls mad because we charged him. I'm playing nice with him on the phone because he was charged but it wasnt from out store or at the very least his BBV account. To make a long story short, after 10 minutes he said, O I did get refund 6 days later.

[rk237]

I guarantee you that there has been a physical inventory in that store sometime between 8 February and today. If the Inventory Nazis didn't find it, it's not *anywhere* in the store.

Honestly, we get at least 20 customers a week in the store, throwing a fit and swearing up and down that a movie was returned. Of these, 99.9% did not return the movie, so forgive me for being skeptical. You have the DVD somewhere, you just haven't looked hard enough. Did you check under your car seats?

Because of the situation that a movie can make it back to the shelf without getting checked in, and then stolen from the store before the FOS is done, OR checked back out but mis-scanned so technically not checked out, there are still enough indeterminates on both sides so that nobody can be certain of anything. However, the customer offers up memory of the specific situation and nobody at the store level can compete with that, and since it's three months later, it's doubtful it's under a car seat. Also, the car seat story shows up when multiple movies are returned, but when it's a single title, if it fell under the seat it would be noticed missing when the customer pulled into the BB parking lot to drop it off.
Frankly, I think the store has no choice but to assume something like a possibility I mentioned above is what occurred and refund the customer's money. This entire line of reasoning should be about 8 seconds for a manager handling the situation.

[OzMan]

Because of the situation that a movie can make it back to the shelf without getting checked in, and then stolen from the store before the FOS is done, OR checked back out but mis-scanned so technically not checked out, there are still enough indeterminates on both sides so that nobody can be certain of anything. However, the customer offers up memory of the specific situation and nobody at the store level can compete with that, and since it's three months later, it's doubtful it's under a car seat. Also, the car seat story shows up when multiple movies are returned, but when it's a single title, if it fell under the seat it would be noticed missing when the customer pulled into the BB parking lot to drop it off.
Frankly, I think the store has no choice but to assume something like a possibility I mentioned above is what occurred and refund the customer's money. This entire line of reasoning should be about 8 seconds for a manager handling the situation.


The whole thing is, you are GIVING AWAY EVERYTHING to the customer, but unwilling to admit the POSSIBILITY that the customer is right. (But when the exact same thing happens to an employee, he raises holy hell)

The truth is, the customer is MOST LIKELY wrong, but that doesn't matter (just like OJ MOST LIKELY killed his ex-wife and her new fucktoy..... but under US judical law, he's out playing golf). If you would simply give the customer the same benefit of the doubt you yourself would want in the same situation, you wouldn't have had to do away with late fees, gone with Total Access (one reason for Netflix's success is how pissed off customers had gotten with the BBI business model), and now give away candy. Cause of course, it makes so much financial sense to do all that than to risk giving the benefit of the doubt to the customer;)

But RK is right...... as unlikely as his scenerio is to have happened, it surely has happened at least once..... and who amongst you can say that it hasn't happened in your store? Who amongst you wouldn't bitch up a storm if this happened to you?

[SqueezyWeezee]

When I was working is customer service many years ago the mantra was "The customer is always right no matter how wrong they are." I am positive that trite quote still lives. It was irritating to deal with customers were were definitely wrong, but it was my job to be accommodating because keeping customers happy is what keeps your business alive. (duh!) I found through my negative experience with BB and the majority of responses to my initial post that my reasoning for being a former BB customer is justified, as is my feelings about that company in general.

[zooworker]

When I was working is customer service many years ago the mantra was "The customer is always right no matter how wrong they are." I am positive that trite quote still lives. It was irritating to deal with customers were were definitely wrong, but it was my job to be accommodating because keeping customers happy is what keeps your business alive. (duh!) I found through my negative experience with BB and the majority of responses to my initial post that my reasoning for being a former BB customer is justified, as is my feelings about that company in general.
Just get over with it, and move on. And the customer is not always right. Some you would rather lose.

[BBVcasualposter]

When I was working is customer service many years ago the mantra was "The customer is always right no matter how wrong they are." I am positive that trite quote still lives. It was irritating to deal with customers were were definitely wrong, but it was my job to be accommodating because keeping customers happy is what keeps your business alive. (duh!) I found through my negative experience with BB and the majority of responses to my initial post that my reasoning for being a former BB customer is justified, as is my feelings about that company in general.

Kind of negative for leaving perceived negative. Makes me think of opposing magnets. Both are better off seperated.

[The Lawman]

I know I come late to this topic,

But I had that happen a couple of times. So what I did was to bring my movies in and stand right there and insist on watching them check the movie in. It didn't take long for the problem to stop happening.

I hate to be rude, but sometimes one has to do something like what I did to get the point across.

The Lawman

[johnlow71]

thats what you should do if you have a problem with a store like that. thats what i tell people that get all pissy, im like look all you gotta due is take 1 extra minute of your time and have an employee ck them in right in front of you. good for you:) you will never have a problem again;)

[igniteice]

I know I come late to this topic,

But I had that happen a couple of times. So what I did was to bring my movies in and stand right there and insist on watching them check the movie in. It didn't take long for the problem to stop happening.

I hate to be rude, but sometimes one has to do something like what I did to get the point across.

The Lawman

That always pissed me off. Customers don't know what the hell I'm doing -- usually if there are no customers in line and a customer is able to come up to me to drop off a movie, there is a reason I say, "You can just leave it on the counter" or "You can just place it in the drop box" -- it's because I'm busy! I'm going through accounts, checking balances, checking credits, looking through histories, trying to charge accounts, verify information, update information, fix wrong information, verify holds and warnings. I don't just pull up random accounts, I go through the lists provided in daily printoff. So when I get interrupted by some paranoid customer, it pisses me off just as much as people who ask for a 'receipt' to show that everything has been checked in ("print list" or something is closest you get.)

[HelloItsMeMOM]

Maybe someone should call that store and invite the SM to this site, saying his store was mentioned, and it wasn't good. At least it will make him take notice ... after he is done eating, that is.

Don't give him too much information ... let him think about customer service for a bit.

Besides, we all know BB corp is reading this site .... someone is probably already pizzed about it.

[Propoxy]

I go both ways on customers wanting to watch me check in their movies.

On one hand, I sometimes get offended like, "I know how to do my job, thanks." But I also understand if the customer has had several instances where their rental has been returned to the shelf still checked out. But THEN, I hate the customers who are really nasty about it. "HERE - check this in! I've had SO MANY problems with you people not doing this right."

Excuse me? And then I check it in and look back on their account history and see that's the first thing they've ever rented from my store. Hey, thanks for assuming every BBV employee and store is exactly the same. (However, I guess that's what corporate tends to do, so...)

If the customer asks politely and they don't expect me to ignore a line of people (coming through the door and standing off to the side doesn't make you a priority, all right?) I don't mind.

[zooworker]

I don't have a problem with checking it in for you and giving a recipt, just get in line like everyone else. Just because your returning it doesn't mean I have to ignore people before you. If you don't want to wait, put it in the drop box and I'll get to it ASAP.

[OzMan]

Hey, thanks for assuming every BBV employee and store is exactly the same. (However, I guess that's what corporate tends to do, so...)

That's the downside to branding. Yeah, the BBI name is worth something (hence the franchise opportunities you used to have), but as I keep saying, every time someone from your company fucks up (whether it's coming here and taking a figurative crap on the boards, or pissing off a customer) it DOES reflect badly on ALL of you......

[The Lawman]

That always pissed me off. Customers don't know what the hell I'm doing -- usually if there are no customers in line and a customer is able to come up to me to drop off a movie, there is a reason I say, "You can just leave it on the counter" or "You can just place it in the drop box" -- it's because I'm busy! I'm going through accounts, checking balances, checking credits, looking through histories, trying to charge accounts, verify information, update information, fix wrong information, verify holds and warnings. I don't just pull up random accounts, I go through the lists provided in daily printoff. So when I get interrupted by some paranoid customer, it pisses me off just as much as people who ask for a 'receipt' to show that everything has been checked in ("print list" or something is closest you get.)

I knew that. And to soften the blow of my actions I came in when things were going slow and patiently waited for them to have a break to accommodate me. They couldn't really complain that I was entirely out of line and it ultimately got me the results I wanted. So I have no guilt about it. I once worked in a glass business and ended up being the fellow who fielded most complaints. So I know how to go about things in a reasonable way since I've been in those shoes. That my method worked is proven by the positive results obtained by my actions.

The Lawman

[sar94pga]

is this thread still here?????

[MissHailstorm]

I go both ways on customers wanting to watch me check in their movies.

On one hand, I sometimes get offended like, "I know how to do my job, thanks." But I also understand if the customer has had several instances where their rental has been returned to the shelf still checked out. But THEN, I hate the customers who are really nasty about it. "HERE - check this in! I've had SO MANY problems with you people not doing this right."

Excuse me? And then I check it in and look back on their account history and see that's the first thing they've ever rented from my store. Hey, thanks for assuming every BBV employee and store is exactly the same. (However, I guess that's what corporate tends to do, so...)

If the customer asks politely and they don't expect me to ignore a line of people (coming through the door and standing off to the side doesn't make you a priority, all right?) I don't mind.

I agree somewhat... I do get annoyed that the customer doesn't trust us, but then again, someone has probably fucked up in the past, so what can you do?

I have previously told customers to hand stuff in if they've complained about late fees several times, but I don't believe we're at fault, I just think they're talking bollocks, and they won't be able to argue with handing it over the counter to you and telling them it's late.

[Woodstock]

I agree somewhat... I do get annoyed that the customer doesn't trust us, but then again, someone has probably fucked up in the past, so what can you do?

I have previously told customers to hand stuff in if they've complained about late fees several times, but I don't believe we're at fault, I just think they're talking bollocks, and they won't be able to argue with handing it over the counter to you and telling them it's late.

My old SL had that happen to her. The lady was bitching about getting a late fee (back when we still had them), so she told the lady to return them inside the store and make sure an employee checks them in. Well, she comes in to return the movies and hands them to the SL, who promptly checks in the movies and tells the lady that the movies were late. The lady gets upset and refuses to pay the fine "because we didn't check in the movies on time!"

[ViciousVixen]

This may sound silly, but maybe after employees shoot those liney stickers on those plastic rectangle thingies, they could hit that button on the doohickey with all the letters that makes the total number shot appear on the picture-tube. then maybe count those plastic rectangle thingies to see if the numbers match. would that help?

[OzMan]

This may sound silly,

Why, not at all ;)

[fairydreams13]

This may sound silly, but maybe after employees shoot those liney stickers on those plastic rectangle thingies, they could hit that button on the doohickey with all the letters that makes the total number shot appear on the picture-tube. then maybe count those plastic rectangle thingies to see if the numbers match. would that help?

That's great, I'm so glad to see someone with a great sense of humor! I feel as though I'm the only one who does it at my store.