Oneida, NY Blockbuster

[OBBVSUCKS13]

I went into the oneida blockbuster a few days ago... and let me tell you, that is one of the worst stores i have ever been to. The store manager cashed me out, and she was very rude. She was on the phone while she rang me up for my items, and was also eating food at the same time. Not only was she a rude bitch, she also does not do her job right. AFter i left the store, i noticed that the yellow security guards were still in my movies that i had rented. i then had to go back to the store and have an employee take them out for me. I was lucky that this time there was a competent employee that could assist me. All in all, worst store i have ever been to and someone needs to close it down. Maybe get a HV or VK in the area...

[Koron]

You know, instead of coming here and bitching, you could have called the phone number for customer service located on your receipt and actually complained to someone who can make a difference instead of coming here and bitching to employees of the company who can't do anything for you.

[CarnorJax27069]

Well said Koron...

[rk237]

I went into the oneida blockbuster a few days ago... and let me tell you, that is one of the worst stores i have ever been to. The store manager cashed me out, and she was very rude. She was on the phone while she rang me up for my items, and was also eating food at the same time. Not only was she a rude bitch, she also does not do her job right. AFter i left the store, i noticed that the yellow security guards were still in my movies that i had rented. i then had to go back to the store and have an employee take them out for me. I was lucky that this time there was a competent employee that could assist me. All in all, worst store i have ever been to and someone needs to close it down. Maybe get a HV or VK in the area...

Sadly if the store gets closed down, the competent employee who saved the day will be out of a job. Just out of curiosity, what did the store manager say that was rude, or was it simply the manner of checking out while on the telephone? I know sometimes it can be difficult to juggle telephone customers and in-store customers, and often I would be "stuck" on the phone and needing to assist with a growing line --- checking out a movie is a fairly simple process for both customer and employee, so I could check them out using friendly gestures rather than actual conversation, and usually everyone involved understood the circumstances (and appreciated the juggling effort). Forgetting to remove the yellow lock in your case however was an unfortunate and unusual consequence.

Because you characterize the store as one of the worst you've ever been to, it sounds like your experience went beyond what simple details I was able to grasp from your paragraph though. I'll assume the rudeness was beyond simply talking on the telephone during the transaction. If you want, you can contact the store manager (the person who checked you out may only have been the supervisor for that shift, not the manager of the store -- usually store managers hold themselves to a much higher customer service standard), or the district leader, and for no other reason at least commend the one employee you consider to be a jewel in the rough.

Hollywood Video is the same flower with another name.

[igniteice]

I went into the oneida blockbuster a few days ago... and let me tell you, that is one of the worst stores i have ever been to. The store manager cashed me out, and she was very rude. She was on the phone while she rang me up for my items, and was also eating food at the same time. Not only was she a rude bitch, she also does not do her job right. AFter i left the store, i noticed that the yellow security guards were still in my movies that i had rented. i then had to go back to the store and have an employee take them out for me. I was lucky that this time there was a competent employee that could assist me. All in all, worst store i have ever been to and someone needs to close it down. Maybe get a HV or VK in the area...

I am definitely going to look into this for you. I work for Blockbuster Corporate. I'll be firing that store manager immediately tomorrow morning. Thanks for the heads up. We need more customers like you.

[sar94pga]

I went into the oneida blockbuster a few days ago... and let me tell you, that is one of the worst stores i have ever been to. The store manager cashed me out, and she was very rude. She was on the phone while she rang me up for my items, and was also eating food at the same time. Not only was she a rude bitch, she also does not do her job right. AFter i left the store, i noticed that the yellow security guards were still in my movies that i had rented. i then had to go back to the store and have an employee take them out for me. I was lucky that this time there was a competent employee that could assist me. All in all, worst store i have ever been to and someone needs to close it down. Maybe get a HV or VK in the area...

how unfortunate your visit was...people are entitled to have a bad day. have you never had a bad day? no one is perfect. Being a manager in customer service, i find myself more in tune with whats going on with employees than i am actually shopping. and yeah i have definatly come accross some just down right horrid people. and i am a forgiving person, and understand that sometimes shit happens and they are prolly just having a bad day.

that sucks that you had a bad experiance. but sometimes we as HUMANS have to give the benefit of the doubt. i betcha the next time you go into that store, you will find it completely different.

and for the record, if that store is a lower volume store, they might have been working alone at the time you were there. in that case, WE NEED TO EAT. we are not machines.

[Antithesys]

sar94pga agrees: couldnt have said it any better myself!!!!Well, I could have said it without the redundancy, but otherwise it's fine :D

[Koron]

Well, I could have said it without the redundancy, but otherwise it's fine :D

Hey cut me some slack, did inventory last night and then opened. A little sleepy here. :)

[whorehoppin]

yeah we really need to start closing down all the stores that have rude employees who answer the phones and eat their meal while trying to assist customers. Maybe that's why all the Hollywood stores are closing down...to many people complaining.

I got really horrible customer service at a KFC one time and you know what I did? I went to the web site on the receipt and filed a complaint and said specifically what happened, which employees were involved, the amount of time I waited, the quality of the food, etc....then a few weeks later I got an apology letter from their district manager and coupons for free meals. I never went back to that location but I would expect that those employees were dealt with so that it never happens like that again.

[Woodstock]

I work by myself atleast once a week. Sar is right - we are human, and we need to eat. There have been may times where I am on the phone waiting on a customer/with store support (had to fix the vacuum cleaner) when a customer steps up to the counter and demands immediate service. Sometimes it just isn't possible. If the employee was in the middle of a personal phone call - they should have put the person on hold and waited on the customer. If they were on the phone with a customer, they should have excused themselves with the one on the phone - and told you that they will be with you in a moment. The person who rang you up should have apologized for making you wait, and then went about ringing you up. About the yellow locks - it is possible that the person who was on the phone was distracted about the conversation, and forgot. Usually when that happens at my store, if you are upset but cool about it, we will throw a free rental on your account.

Once I ordered food from a local Burger King - and waited for 10 minutes while my food sat on the warmer rack and the employees stood in front of it talking. I was even telling them that I would like my food, and I was ignored. I called and complained. My boss called and complained (because I was late getting back from lunch). I got nothing from them, but it never happened again. In fact that shift was split up/fired.

[DavidNewlySL]

Customers complain about everything now a days, our DM finds out about everything, if I farted they might complain. I think that people also do not understand a situation, now I am not condoning what the SM did ringing you up, but all I am saying is, is that she could have been helping another customer too, and had not eaten all day. I am not pushing aside my eating for anyone, I work too much and too often for the teeny pay that I get.

[OzMan]

But he does have a point. The BBI in Oneida, NY DOES suck.... but mostly because it's in Oneida, NY ;)

Yes, I have been to that piece-of-shit town (and hope to NEVER have to return there), and the first bit of advice I would give would be to get the FUCK out of Noo Yark. But then again, that's just me :D

[rk237]

But he does have a point. The BBI in Oneida, NY DOES suck.... but mostly because it's in Oneida, NY ;)

Yes, I have been to that piece-of-shit town (and hope to NEVER have to return there), and the first bit of advice I would give would be to get the FUCK out of Noo Yark. But then again, that's just me :D

I heard some little upstate New York towns even have SARS in them. :D ;)

[OzMan]

I heard some little upstate New York towns even have SARS in them. :D ;)


Gotta watch out for that SARS.

I was in Buffalo for the Great SARS concert of 2003 (which was in Toronto). Since EVERYTHING good about Upstate Noo Yark (all three things) centres around Montrea/Ottawa/Toronto, I listened to a lot of Toronto radio stations, and all they talked about was SARS. Yeah, made me feel secure, with just a big arse seaway in between ;)

[OBBVSUCKS13]

i understand all of this, i also have worked retail before. But when a store manager is the person giving attitude, thats where the problem is. The manager is supposed to control the store and keep everything in order and give good service. I guarantee that if it was a regular employee who had cashed me out and given me poor service, that the store manager would have let him/her hear it. So i think that it goes both ways. And if i am correct, the site is to share bad stories about blockbuster.

[ebub86]

i understand all of this, i also have worked retail before. But when a store manager is the person giving attitude, thats where the problem is. The manager is supposed to control the store and keep everything in order and give good service. I guarantee that if it was a regular employee who had cashed me out and given me poor service, that the store manager would have let him/her hear it. So i think that it goes both ways. And if i am correct, the site is to share bad stories about blockbuster.

You said originally that she was a rude bitch, but you never explained why. So she was on the phone and helping you...big deal - that's retail. If you're going to come on here and bitch and complain, give everyone the facts - don't just say she was a bitch and not explain anything else.

[sar94pga]

I heard some little upstate New York towns even have SARS in them. :D ;)

hahah cat hater.

Gotta watch out for that SARS.

I was in Buffalo for the Great SARS concert of 2003 (which was in Toronto). Since EVERYTHING good about Upstate Noo Yark (all three things) centres around Montrea/Ottawa/Toronto, I listened to a lot of Toronto radio stations, and all they talked about was SARS. Yeah, made me feel secure, with just a big arse seaway in between ;)


nice ozzie.

[rk237]

hahah cat hater.


Damn right! :D

[zooworker]

i understand all of this, i also have worked retail before. But when a store manager is the person giving attitude, thats where the problem is. The manager is supposed to control the store and keep everything in order and give good service. I guarantee that if it was a regular employee who had cashed me out and given me poor service, that the store manager would have let him/her hear it. So i think that it goes both ways. And if i am correct, the site is to share bad stories about blockbuster.
Your right about this site, but a little more detailed info would help us help you. I for one tell my employees, the customer at the counter is the one with money in the hand put your calls on hold. If phone rings and you are with a customer put it on hold. If you are talking to a customer and one walks up to the counter, tell the customer you will be with them in a moment. If the call is to long put it one hold. I hate going into the store and the checkout person is blabbing away on the phone. I have money in my hand and want to spend it.
Oh for the record, hang up your cell phone before checking out , makes us friendlier.

[whorehoppin]

I love how these upset customers come here and bitch about something then get pissed because they aren't getting sympathy from anyone, they just expect to hear other people's complaints. They don't realize that we are here to "share bad stories about blockbuster", but most of those "bad stories" involve the customer being the asshole! It goes both ways.

[BBVcasualposter]

Well actually the original premise of the site was customers to bash bbv. Overtime employee's kind of took over the posting of the boards.

Thing is just like in a store, 1000 people will come in asking for the same NR you are out of and you have to realize they are all different people and dont know you already told 999 you didnt have it. Same premise to this site, people come in thinking its for customers to bash the company, not realizing its kind of been taken over by employee's slamming on customers.

[Antithesys]

I prefer to think of this forum as the customers' forum to vent, and that's why I generally try to leave people alone in here.

[OzMan]

I prefer to think of this forum as the customers' forum to vent, and that's why I generally try to leave people alone in here.

Well, you're just the antithesis of everyone else on here, aren't you??:D

OK, seriously... I am TRYING to stop.... not sure what's gotten into me tonight ;)

[whorehoppin]

I like hearing customer complaints on here...I'm glad they come here but they always get pissed because we don't reply to them agreeing that BBVSUX!!

[AlterEgo]

I for one am a little confused by the attitudes here regarding eating while checking people out.

First of all, you don't NEED to eat on a shift. Those who think that food comes first over a customer are in the wrong business. Unless you are diabetic and feeling ill, or have some other medical reason that would require you to have immediate sustinence, its NOT necessary. "OMG but I'm hungry, they're just dumb customers, blah blah" ... so what... you're hungry, get over it, eat after the shift.

My store keeps Thursday, Friday, Sunday (and the occasional Saturday) opening shifts solo, mostly to keep inline with the strict staffing model. I always will work at least 2 of these. Do I eat on these shifts? Rarely. As an opening MOD, why not just wake up earlier, eat a full breakfast, then go to your shift. Its not hard to get through it without eating lunch period. Eating a full breakfast prior to opening up would surely alleviate whatever horrible stomach pains you must have.

When I do eat during the shift, am I eating at the register? NO! It is completely unprofessional to have to set down your sandwich to unlock some movies, or to have to finish chewing that last bit to ask the customer if they found what they were looking for. My store layout allows for ease in eating out of view of customers while still keeping an eye on the store, but even if yours doesn't, surely you can be discreet. I'd like to think the customers won't even be aware that I'm nibbling, and certainly they won't be held up with questions or checking out because I'm busy munching.

I really don't feel that I'm being sanctimonius here, its clearly just the professional thing to do at a job.

Also, to whoever said they were on Store Support about a broken vacuum cleaner during a solo shift... WHY THE HELL WOULD YOU DO THAT? A broken vacuum cleaner is not a store emergency; requiring an evacuation of the customers and a call to the DM. The only reason I would call them during a solo shift would be for one, or for some computer problem inhibiting checkout. A broken vacuum cleaner? Surely that could have waited for a shift with more than one person, if you thought it would be a quick call (very naive in my experience with support), then you can still end it when it becomes clear it won't be. Hell, its a damn vacuum cleaner. If ours breaks we'll just order another, relying on borrowing other store's (usually one will have a spare, if not just alternate vacuum days) until it arrives.

I really just don't get the lack of consideration for the customer, and for the image of your store and your company, needless to say the image of yourself that you are projecting by behaving in these ways.

By the way, phone calls always play second fiddle to walk in customers. Its just the way it works, you can politely ask the person on the line to hold for a few minutes or *gasp* explain that you're very busy with other customers, and ask if they can call back in 15 mins, whatever you need to catch up. I've had to do this on multiple occasions, and I've never had a person tell me "no, you will speak with me now!" If you get a vibe from the conversation that suggests they would get pissed by this, take another approach, get their contact info, and call them back personally after that 15 mins or whatever. They tend to appreciate the customer service more, providing you don't forget to return the call.

There are any number of ways to handle situations while working alone on a shift that don't involve rudeness to a customer, or even the appearance of rudeness, which is really all that matters.

Sorry for the length, I just felt the need to vent after reading some of these comments.

[Woodstock]

>>Also, to whoever said they were on Store Support about a broken vacuum cleaner during a solo shift... WHY THE HELL WOULD YOU DO THAT? A broken vacuum cleaner is not a store emergency; requiring an evacuation of the customers and a call to the DM. The only reason I would call them during a solo shift would be for one, or for some computer problem inhibiting checkout. A broken vacuum cleaner? Surely that could have waited for a shift with more than one person, if you thought it would be a quick call (very naive in my experience with support), then you can still end it when it becomes clear it won't be. Hell, its a damn vacuum cleaner. If ours breaks we'll just order another, relying on borrowing other store's (usually one will have a spare, if not just alternate vacuum days) until it arrives.<<

Asshole - I called store support to order the vaccum, and they refused unless I troubleshoot it first. Since my DL was coming in the next day, and no one had vaccumed in about a week I felt that a call was needed. I don't have a store within a half hour drive from my store, so borrowing from them is out of the question. Did I mention that no one was in the store, that it was a slow day and that that particular customer was the only one that I waited on during a two hour period? Fuck off.

[whorehoppin]

I will call comp support when I'm working alone, but whenever a customer needs me, I tell them I have a customer and i'll be right back, I might have them on hold for 5-10 minutes, but they don't complain...they understand that you have to deal with customers first. Now the DL is a different story. They never give you a second to interrupt to say you are too busy to talk and if you put them on hold they will wait about 30 seconds then call you back and complain about being on hold too long, wasting even more of your time to deal with customers.

also, I don't answer the phone when i have a customer...I hate picking it up and telling them to hold right away...they can let it ring a few more times. Usually the customer I'm helping will ask me to just answer it because the ringer is annoying.
why do customers have to constantly call us anyway?? Do you call the grocery store every monday to see how much milk costs this week? fuck no. do you ask them what their new products are?

[Effigy of the Forgotten]

I for one am a little confused by the attitudes here regarding eating while checking people out.

First of all, you don't NEED to eat on a shift. Those who think that food comes first over a customer are in the wrong business. Unless you are diabetic and feeling ill, or have some other medical reason that would require you to have immediate sustinence, its NOT necessary. "OMG but I'm hungry, they're just dumb customers, blah blah" ... so what... you're hungry, get over it, eat after the shift.

Obviously the laws vary from place to place, but I'm pretty sure that anywhere you go in the US you are legally guaranteed a break if you work a full shift. Sometimes you can't slip away for 30 minutes to go get food, and sometimes you end up having to eat while working. I agree that it's best to be discreet about it, but I have a hard time understanding the "customer is always right/anything for a dollar" mindset that some people have - the attitude that says that you should suck it up and not leave the counter during an 8-hour shift is the same thing that encourages customers to make unreasonable demands on the people serving them. I work hard to give good customer service to the people who come into my work, but nowadays too many people think that the $5 they're going to spend here makes them more important than all the other people spending $5.

[Koron]

Obviously the laws vary from place to place, but I'm pretty sure that anywhere you go in the US you are legally guaranteed a break if you work a full shift.

Sadly there is only 13 or so states that mandate breaks. In all the others, you are basically fucked, and not in the good wholesome way we like to be.

[SL_600]

My store keeps Thursday, Friday, Sunday (and the occasional Saturday) opening shifts solo, mostly to keep inline with the strict staffing model. I always will work at least 2 of these. Do I eat on these shifts? Rarely. As an opening MOD, why not just wake up earlier, eat a full breakfast, then go to your shift. Its not hard to get through it without eating lunch period. Eating a full breakfast prior to opening up would surely alleviate whatever horrible stomach pains you must have. Definitely, eating a full breakfast before opening up is bad customer service. Especially if you are working alone and need to have an evacuation. You will have to put up a sign and close the store for five or so minutes, thus potentially causing said customer(s) to wait, thereby causing a horrid experience, such as explained hitherto. :rolleyes:

[sar94pga]

Obviously the laws vary from place to place, but I'm pretty sure that anywhere you go in the US you are legally guaranteed a break if you work a full shift. Sometimes you can't slip away for 30 minutes to go get food, and sometimes you end up having to eat while working. I agree that it's best to be discreet about it, but I have a hard time understanding the "customer is always right/anything for a dollar" mindset that some people have - the attitude that says that you should suck it up and not leave the counter during an 8-hour shift is the same thing that encourages customers to make unreasonable demands on the people serving them. I work hard to give good customer service to the people who come into my work, but nowadays too many people think that the $5 they're going to spend here makes them more important than all the other people spending $5.


in new york state, where this store is located. the store managers are salaried. which means we dont punch in and out for meal breaks. or 15 minute paid breaks. so most of the time we work alone so we dont get meal breaks.

hell...even when i have another person with me i dont take a meal break...

[zooworker]

Sadly there is only 13 or so states that mandate breaks. In all the others, you are basically fucked, and not in the good wholesome way we like to be.
Yep, I'm fucked.............

[BBVcasualposter]

As a sm I never took breaks or lunches and you know it never really bothered me at all.

There were down times with nothing to do or minimal work and i'd probably rest for a little. I cant really remember a time though over all the years where I just had to go sit down and relax. Only time I ever sat was to do compass or count tills.

I'm a bit of a work a holic though and very self motivated [Micheal Jordan-esque] so its hard to get me to stop anyway.

We had the ole form you sign as management that says you take your breaks etc when you can find the time and waive you rights to complain. I never had a problem with that though. Plus unlike other employees who have to sign out for lunch. You can be working alone and peaceful for 30 mins in your store and eat your lunch and you still get paid.

[DavidNewlySL]

I for one am a little confused by the attitudes here regarding eating while checking people out.

First of all, you don't NEED to eat on a shift. Those who think that food comes first over a customer are in the wrong business. Unless you are diabetic and feeling ill, or have some other medical reason that would require you to have immediate sustinence, its NOT necessary. "OMG but I'm hungry, they're just dumb customers, blah blah" ... so what... you're hungry, get over it, eat after the shift.

My store keeps Thursday, Friday, Sunday (and the occasional Saturday) opening shifts solo, mostly to keep inline with the strict staffing model. I always will work at least 2 of these. Do I eat on these shifts? Rarely. As an opening MOD, why not just wake up earlier, eat a full breakfast, then go to your shift. Its not hard to get through it without eating lunch period. Eating a full breakfast prior to opening up would surely alleviate whatever horrible stomach pains you must have.

When I do eat during the shift, am I eating at the register? NO! It is completely unprofessional to have to set down your sandwich to unlock some movies, or to have to finish chewing that last bit to ask the customer if they found what they were looking for. My store layout allows for ease in eating out of view of customers while still keeping an eye on the store, but even if yours doesn't, surely you can be discreet. I'd like to think the customers won't even be aware that I'm nibbling, and certainly they won't be held up with questions or checking out because I'm busy munching.

I really don't feel that I'm being sanctimonius here, its clearly just the professional thing to do at a job.

Also, to whoever said they were on Store Support about a broken vacuum cleaner during a solo shift... WHY THE HELL WOULD YOU DO THAT? A broken vacuum cleaner is not a store emergency; requiring an evacuation of the customers and a call to the DM. The only reason I would call them during a solo shift would be for one, or for some computer problem inhibiting checkout. A broken vacuum cleaner? Surely that could have waited for a shift with more than one person, if you thought it would be a quick call (very naive in my experience with support), then you can still end it when it becomes clear it won't be. Hell, its a damn vacuum cleaner. If ours breaks we'll just order another, relying on borrowing other store's (usually one will have a spare, if not just alternate vacuum days) until it arrives.

I really just don't get the lack of consideration for the customer, and for the image of your store and your company, needless to say the image of yourself that you are projecting by behaving in these ways.

By the way, phone calls always play second fiddle to walk in customers. Its just the way it works, you can politely ask the person on the line to hold for a few minutes or *gasp* explain that you're very busy with other customers, and ask if they can call back in 15 mins, whatever you need to catch up. I've had to do this on multiple occasions, and I've never had a person tell me "no, you will speak with me now!" If you get a vibe from the conversation that suggests they would get pissed by this, take another approach, get their contact info, and call them back personally after that 15 mins or whatever. They tend to appreciate the customer service more, providing you don't forget to return the call.

There are any number of ways to handle situations while working alone on a shift that don't involve rudeness to a customer, or even the appearance of rudeness, which is really all that matters.

Sorry for the length, I just felt the need to vent after reading some of these comments.


Actually, if your by yourself during a full shift, my district manager even tells us that it is okay to keep some kind of food behind the counter. Most smart managers will eat it discreetly and not in front of the customers face, or will go munch on something then go back to work. Skipping lunch is merely unhealthy, and I would want my employees to snack or eat if they are by themselves, of course they are professional and would not munch infront of the customers face.

Vacuuming a store is important first off, it helps the appearance of the store and allows the floor to be clean. It is important to call and try and get a new vacuum, relying on other store's is just too much of a hassle.

I have sacrificed food several times during shifts yes, but we are all human and if you need to eat and u are by urself, u need to eat..