Why I am no longer a fan of blockbuster outside of by mail

[cybertrek36@hotmail.com]

Well this is horrible and I'm positive most of you have heard this over and over again.

First, I'm one of the nicest guys you will ever meet and very caring and understanding. I worked in the Best Buy Geek Squad for 5 and half years and dealt with approximately 50% of all customer interactions and issues at my store. I received many praises throughout the entire company from many letters written to CEOs, district, corporate, etc.

Okay, enough about myself because I really don't want to come off super cocky, even though it does sound that way but I believe it is necessary to explain my point.

I am a fairly strong renter, renting on avg 2 movies per week and also doing exchanges. I got to the point where I was just exchanging movies for anything that looked interesting in late spring as the new release pickings were slim. I saw Azumi and being a fan of stylistic kung fu movies, I decided to check it out. The movie was just 'okay' because I didn't realize it was anime! lol. I am a creature of habit and being a customer of movie gallery (renting on avg 8-10 movies per month) and netflix from 2001-2005 and BBO from 2005-2007, I have never lost a movie. I have reported movies 'lost in the mail' but every single one has always turned up eventually and have never had a movie actually discharged from my account ever.

So back to this Azumi, after about a month and half, I'm reviewing my credit card statement and I see the BB charges. I'm like what is this? It was especially weird because since it was a foreign movie, the price was almost 30 bucks, so at first I didn't think it had anything to do with a lost movie but maybe some weird account charge from BBO. Once I realized it showed it was my store not BBO, I called them up.

So I talk to the store and get everything figured out. They say talk to the SM, so I do and she is really nice but they keep stressing for me to look around and find it. I explain how I'm a creature of habit and my movies always stay within about a 12inch radius and I distinctly remember returning the movie because I always double check my movies once before I put them in my car, and a second time when I actually put them into the in store drop box, just to be safe I didn't swap them between cases and such. I should note that I have never found an error out of all the times I triple check my movies, but working for best buy, I'm super precautious to avoid these situations.

So they flag my account and are going to see what they can find. The SM goes on vacation a month later and when she returns it's now going to be inventory in a couple of weeks. After about 3 months and approximately 5 phone calls (I'm trying to not harass the SM) I just gave up. She made it clear that after the inventory, if they found the movie, they would credit my card back.

I never received the credit and I sense canceled my BBO membership and restarted netflix. I would love to go back to BBO because I really like what they are doing and have considered swapping to just the by mail option because I do believe that corporate is not responsible for the stores problem. I just became very frustrated (although I never expressed this to any BB employee) and after a 3 month run around, just gave up, and left. It's what I always thought disgruntled customers should do, and I felt that I should follow my own advice.

I realize this has turned into an essay, but if anybody works at the Pickerington, Ohio location, if you can fix this, I will switch back to BB TA, even at the higher rates.

[Woodstock]

Is it possbile that the rental label has fallen off before the movie was checked in? That has happened at my store, and we have no idea who rented it. My dropbox also has a few little....umm....traps that movies have gotten stuck in. I make sure to check those atleast once a day to make sure that movies haven't slipped in there. I would have given you the benefit of the doubt, but it seems like the SM at this store hasn't done that. I would contact the customer service in your area.

[CreepyNormal]

I saw Azumi and being a fan of stylistic kung fu movies, I decided to check it out. The movie was just 'okay' because I didn't realize it was anime!

Uh, I saw Azumi back when it came out. It's not anime.

[johnlow71]

woodstock is correct we get that sometimes?

[Ziggyj]

Just return the movie and you dont have to deal this this shit anymore.. We all know you still have it or call the DM. They always make the SM give a refund.

Oh and I have a question for you. Do you steal pictures and movies off of customer’s computers you're fixing? I hear that is what a lot of computer fixing employees do. :) :D

[CreepyNormal]

Would it really be so hard to invent some sort of automatic check-in system? Say, the same kind Redbox uses in their machines. You know, feed the movie into the slot one at a time, the laser scans it, and the machine beeps. You can even print out a "movie received" receipt if you want to.

I wonder if Redbox ever has to deal with people calling them saying "WTF WHY AM I GETTING CHARGED $25 #%@!!#%@#$ I PUT THE MOVIE IN THE DAMN SLOT TWO WEEKS AGO"

[videoslave23]

Sorry to hear of your frustration, cyber. Honestly, I've heard alot of stories similar to yours, and then later the customer came in with the movie after it appeared somewhere unexpected. Thing was, I had already credited off the movie as a benefit of the doubt, and the customer was coming back to return what belonged to us and to thank us for giving them the benefit of the doubt. Gained some very loyal customers that way.

There were also times that I did BOD checkins and later they turned up inside the store somewhere. (Damn good thing I gave them the BOD). So, if this SM had any sense, they would just credit it off. One movie is not worth a loyal customer. And as long as you don't have a history of "missing" movies, it should be no problem.

[BBVcasualposter]

Would it really be so hard to invent some sort of automatic check-in system? Say, the same kind Redbox uses in their machines. You know, feed the movie into the slot one at a time, the laser scans it, and the machine beeps. You can even print out a "movie received" receipt if you want to.

I wonder if Redbox ever has to deal with people calling them saying "WTF WHY AM I GETTING CHARGED $25 #%@!!#%@#$ I PUT THE MOVIE IN THE DAMN SLOT TWO WEEKS AGO"


On a side not. We debated this back in 2001. We meaning my store at the time and I. Biggest issue would be mismatches and empty boxes. why not return it empty.

"Sorry I got a receipt here saying I returned it, when I dropped it , the movie was there dude"

That would be the biggest flaw to system I would see. Redbox has a little bit of an advantage in that area, as it requires a credit card. So they can collect regardless.

We know the customer base as well as anyone. You can pretty much guarantee redbox gets those calls. The question would be how or are they handling them. Or is it redbox wins every dispute?

OP: I feel for you in situation and I think some of these guys explained it fairly well. There are many times a customer thinks they returned it and rips off a poor emps head. Then it appears in the drop box in the next day or 3. Check under your card seat , check under your couch and behind tv. Hopefully store also puts in an effort and it gets resolved.

All else I can say is try not to judge of one incident even though I know to you its awful. You wouldnt want to be judged off just one thing in your life. Hopefully it can be worked out. Maybe there is another store fairly close to you that you can use. All stores are definetly not equal. Some are run extremely well and some struggle. Eventually the ones that struggle improve or the people get changed in hopes it improves.

I disagree with the netflix move. Main reason, because you will pay for in store rentals still [I guarantee it, its the nature of the movie beast] except now, you will be paying cash for them. Whether you get from BBV, Hollywood or an Indie. So all you have done is cost yourself more money over time. Netflix now costs you 17.99 a month plus whatever other movies you pay for regardless of where you go.

I'd say like others call a local store and contact the DM and try for a resolution. Complaining at a site called "I hate Blockbuster" , lol, isnt going to get anything resolved. You may just be surprised the result you get from a District Manager. They know nothing about your incident till you advise. I can pretty much day beyond a shadow of a doubt the Store manager sure as heck didnt inform them. You say you worked geek squad. Ok say you came and replaced my hard drive but during your visit you shorted out my fan. Lets say you didnt know you shorted my fan but then again maybe you did. I call you and say hey you shorted my fan and now my mother board fried. You tell me, I put in a hard drive has nothing to do eith your fan. You have an old PC its just natural process. Things burn out over time. You'll have to get a new mother board we can replace it for $185 installed. Me - BS homes, you killed my fan, you shorted it, blah blah blah. Of course I am gonna get no where with you. Do you think imma stop there. Heck no, I'm going to your boss next, and his boss etc till ive been satisfied. You stopped at beginning, thus you didnt get an end. Revisit it for all of us.

[smit1979]

Correct me if I'm wrong but when you rent out of the machines, aren't the barcodes on the disks? That would mean that it could not be returned empty.

[BBVcasualposter]

Correct me if I'm wrong but when you rent out of the machines, aren't the barcodes on the disks? That would mean that it could not be returned empty.


Got me but if so I can easily change scenario.

Hey Redbox you just charged me $45 for 2 movies , but I never rented from you.

Redbox: yes you did at mcdonalds fat foods restaurant on 09/01/07
Me: No I didnt and I wouldnt be caught dead in a weight gain fast food joint
Redbox: well yes you did, it says right here on my forms.
me: what did i sign?
redbox: you dont sign dude, but we take all your money
Me: See ya on my chargeback form, thanks for securing us never doing business, i'll have that money back in 14 days or less :)

[smit1979]

I wasn't trying to say that redbox is flawless, just that I remember the barcodes being on the discs. I think that if everyone completes the checkin and fos processes correctly these types of problems don't happen.

[HelloItsMeMOM]

Sad thing is, Blockbuster probably only paid a quarter or so for the movie. The SM should have rose to the occasion and gained a loyal customer. I did it at my old store, and I still get people asking me to open again ...

Just got an message this morning on myspace like that ... lol

[cybertrek36@hotmail.com]

One movie is not worth a loyal customer. And as long as you don't have a history of "missing" movies, it should be no problem.

I completely agree and as stated before, I have never had a missing movie at movie gallery or BB until now. I would say that I was a regular renter from Brick and Mortar stores for approximately 4 years, and a heavy renter at that, long before we had things called unlimited fans. I just like to watch 2-4 movies a week and have spent a lot of money on my home theater setup as it's so important to my entertainment.

I feel like maybe I haven't been given benefit of the doubt because I rarely buy goods inside the store (I did get the snackpass, but I decided after that, that getting candy once a week wasn't really something I do. I'm a coke and pizza movie guy. I did get the 2-liters but 4 per month when they go on sale for 1.00 at grocery store just seemed like going out of my way.)

So yea also I typically keep movies for more than the normal overnight since there are not late fees. If I go in and swap out for 3 movies, I'm not going to be able to watch them instantly.

I'm very nice and curteous and chat with the employees each week when I came in. I even knew who the SM was just by appearances sake because I could tell the superior service she would give to customers (superior in that she follows all the corporate lingo and tries to execute her job to the best of her ability).

You can see how long it took for me to finally come here and write down my complaint. I definitely gave them the benefit of the doubt. Also I have been a regular reader of this website and hackingnetflix.com for at least a year +, even though my account was created much more recently. As an early adopter of netflix, I have also been very interested in DVD rentals because I just love movies. I also generally watch 2-4 movies in theaters each month. I just love movies =)

I appreciate all the great advice that has been past on to me here. I might put some of it to use but I prefer not to complain to corporate or district as I realize thats usually the worst way to handle a problem if you still wish to visit an establishment.

I actually did not cancel my BBO membership until 3 weeks ago. I just have such a hard time going into the store and renting movies, chatting with the employees, and worrying that another movie may go missing. It's one thing when one movie is missing and getting denied, the second movie, you are practically guaranteed a denied credit, lol. So it's like playing Russian roulette. I always loved the policies of BBO and Netflix, but as I said, any movie I reported lost in mail, I used to periodically check my account info and see those movies would end up being returned later. the best one I can remember is a netflix movie that was finally received almost 7 months after I filed the lost in mail claim on it to drop it off the queue.

[Propoxy]

I just have such a hard time going into the store and renting movies, chatting with the employees, and worrying that another movie may go missing.
You always have the option of handing your return to an employee and requesting they check it in while you are present.

Some employees can be a little touchy about that, since it may seem to them like you are saying "You don't know how to do your job properly." However, if you are polite in your request, it shouldn't be a problem. Also, actually go through the check out line when doing this, since customers who simply stand by the entrance and demand to be helped right away will usually not receive the friendliest service. :)

[cybertrek36@hotmail.com]

Just to clarify, the reason why I switched from netflix (after being with them for 4 years) was because I moved to Ohio and the netflix shipping center was far away, it sense relocated but I had such great and comparable service with BBO, I stuck with them. I was with BBO doing the 2 coupons a month thing quite a long time before TA came.

But during those 4 years of movie watching, I never felt compelled to rent movies from a store as my routine is I primarily watch movies on the weekend, so I ship and receive them during the week, so that works out great for me. With BB, to guarantee I got the new releases I wanted, I made sure I did my instore exchanges on tuesdays and then I would setup my BBO to grab movies for the following week. I generally rented about 12 movies a month, not 6 per week as the super heavy renters do.

I fear that netflix may eventually 'throttle me' though which is why I regret using netflix and thought maybe I should have just went to BB by mail instead of canceling all together.

I will say that my BB store is kick @$$. They have so many movies it's awesome plus the lines are usually quick. I really have had a lot of satisfaction from the store, it's just that 30 dollars kinda has been eating away at me.

Thanks again for everybody's help, and GeekSquad and porn is completely a different story, lol, let's say that people doing searches has always been common, myself completely excluded as I do try to live a christian lifestyle. However, one time I did see one of my friends stick a flash drive in the pc and copy so the following day I discussed it with my supervisor and he made sure that never happened again. It definitely wasn't the way at my store that it seems to have been at other stores as related via the internet articles.

Also with the example comparing to geek squad repairs, I would like to say that I was very vocal long time ago about always showing the customers their pc's when they pick them up and the repairs and they were in good functioning order. This is one of the ways I helped eliminate the bulk of issues because sometimes stuff does happen and at least we see it in the store and take the blame and if it's simple, like sometimes a cable is left unplug or knocked lose, it's taken care of before the customer takes the pc home.

[cybertrek36@hotmail.com]

You always have the option of handing your return to an employee and requesting they check it in while you are present.

Some employees can be a little touchy about that, since it may seem to them like you are saying "You don't know how to do your job properly." However, if you are polite in your request, it shouldn't be a problem. Also, actually go through the check out line when doing this, since customers who simply stand by the entrance and demand to be helped right away will usually not receive the friendliest service. :)

OH WOW I never thought of this. I guess I always thought walking around in the store with a checked out movie could be something frowned upon (like walking around best buy with a brand new hard drive, hehe, who knows what they might try to do with that =) But that's an excellent idea. It's such a great idea, I think I will renew my BBO and just always turn the movies in when I checkout with additional movies. I'll just make sure I do it once a week, like rent movies/return movies every tuesday. Thanks for the great suggestion which seems simple but something I never considered =)

[Aphrodite]

Were always happy to help ;)


(the nice ones anyway :p)

[sar94pga]

i would much rather check a movie in BOD (benefit of the doubt) and keep my customer, than fight over it and lose my customer. 9 times out of 10 the movie reappears. they get put on the cart and put away in drama instead of action....and gets scanned in during inventory. it happens. especially with a title like the one he/she rented. "too lazy to go look in anime so i'll put it in action"

there are many reasons why the SM did what she did....who knows. its just a shame though.....

[Aphrodite]

Its exactly the same kind of mismanagement that made Chris start this site.

[BBVcasualposter]

Its exactly the same kind of mismanagement that made Chris start this site.

To aph's comment.,,,, yes I agree with you but you know what is ironic. A site made for the negatvie is actually helping customers resolve something to the positive. Which is probably not what was ever expected at the sites inception.

Still I say Kudo's to all the good managers of our little family.

[HelloItsMeMOM]

Cybertrek,

Check out your local indy ... I am sure they will bend over backwards to make you happy

[URBAN_COWBOY]

Just return the movie and you dont have to deal this this shit anymore.. We all know you still have it or call the DM. They always make the SM give a refund.

Oh and I have a question for you. Do you steal pictures and movies off of customer’s computers you're fixing? I hear that is what a lot of computer fixing employees do.so, where you born a douche bag, or did you just grow up to be one?

[Ziggyj]

Thanks again for everybody's help, and GeekSquad and porn is completely a different story, lol, let's say that people doing searches has always been common, myself completely excluded as I do try to live a christian lifestyle. However, one time I did see one of my friends stick a flash drive in the pc and copy so the following day I discussed it with my supervisor and he made sure that never happened again. It definitely wasn't the way at my store that it seems to have been at other stores as related via the internet articles.


Thanks for answering my question even though the other people felt it to be wrong.

so, where you born a douche bag, or did you just grow up to be one?

You know.. responding to this isnt even worth my time.

[ViciousVixen]

Thanks for answering my question even though the other people felt it to be wrong.


Och! It was a logical question. I think it was your lack of smilies that rubbed the wrong way. Cyber didn't take offense, so.......

I know you better than to get all persnickety ;) but it won't let me rep you yet :(

[URBAN_COWBOY]

Thanks for answering my question even though the other people felt it to be wrong.



You know.. responding to this isnt even worth my time.then why did you bother responding to it? It doesn't make much sense to take the time to write a response about something not being worth your time.:rolleyes:

[BlockbusterLuvsU]

I can see how this can be a problem sometimes because we deal with "I know I returned it you idiots give me my money back" and the movie is returned later all the time.

Plus, it sounds like they genuinely couldn't find it. Anytime I get these calls I search EVERYWHERE (even the places it would be unlikely to turn up) because I hate dealing with it.

We don't like it anymore than you do (although we don't personally lose the money).

Somewhat off-topic, awhile back this guy came in with a balance for an autosold X360 game, and he was a HUGE dick about it, saying he definitely returned it and I was a retard for losing it, very loudly trying to intimidate me.

Anyway after having searched the store and not finding the game, and after going around in circles with the "I'm sorry sir, I can't find it anywhere...perhaps it's in your car or behind your couch?" and the guy's attempt to escalate the situation (I think he was pissed that I wouldn't get into a shouting match with him), I just credited the balance to get rid of him.

A week later, the game shows up in the drop box, so I put the balance back on his account and force charged the fucker's credit card.

But that's neither here nor there, I just felt like sharing.