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 Blockbuster, Douglasville, Georgia Location.
Posted Fri January 19, 2007 8:34 pm, by Judy M. written to Blockbuster, Inc.
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I just left from the Blockbuster Store located at XXXXXXXXXXXX. The store telephone number is
XXXXXXXXXXX.
I have had a membership with Blockbuster many years and have been a loyal customer. I have usually been treated pretty well at this location. This evening, that all changed. I went in to return 3 movies that I found in my daughters room. They were: "You, Me and Dupree", "MI3", and "Accepted". These movies were apparantly rented by my daughter and her friend (both age 15) who were not authorized to rent on my account.
I found these movies in my daughter's room, not knowing they had been rented on my account back on December 6, 2006. I went into Blockbuster this evening to return the movies and figured while I was there that I would check out the new releases to see if any titles caught my eye. I dropped the 3 movies into the return slot located inside the store, proceeded to browse the store, located five (5) titles that I wanted to rent for the weekend and proceeded to the check out register. At the register, the sales lady scanned my keycard and informed me that since the referenced movies were returned over 30 days ago, that I would be charge full retail price for them and that I would have to pay over $70.00. I explained that the movies had been rented by my daughter and that I was unaware that they were even outstanding. I explained that I found them in her room yesterday evening, January 18, 2007, and returned them this evening. The lady stated that was "Blockbuster" policy and that there was nothing she could do. She took the five (5) titles out of my hand, and said that if I didn't pay the balance that I could never rent at another Blockbuster Store ever again. All this of course, in earshot of the other customers in line. At this point, why would I even want to rent from Blockbuster again?
Blockbuster has a major degree of responsibility in this situation by renting to two teenagers who were NOT authorized to rent on my account. I have taken this matter up with my daughter and have dealt with her as a parent. Now, I feel that Blockbuster should do them same and admit responsibility in this case. You lost a rental sale tonight totaling in excess of $25.00, all because a store employee and manager refused to listen to individual circumstances in this case. Store policy seems to have gotten in the way of building customer relations. What has happened to customer service?
After the way I was treated tonight, it is obviouswhere Blockbuster's values lie. Since I am no longer a desired customer, I guess I'll have to switch over to NETFLIX. Also, please be advised that I do NOT intend to pay for the unauthorized rentals. I do hope that you, as CEO, will personally address this situation.
Thank you,
Judy XXXXXXXXXX
P.S. - I would like for Blockbuster to take the following steps:
1. Assume responsibility.
2. Reverse the charges on my account.
3. Make some gesture to keep me as a customer.
 Reply
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by Comdukakis Posted Thu February 1, 2007 @ 1:17 AM
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Blockbuster policy requires either the card or picture ID. Unless you
request otherwise on the account, the card will be accepted without
ID. Furthermore I suggest you reread your rental agreement. It
states that if you lose or misplace the card you are responsible for
all fees incurred? Blockbuster can't win. When something like this
happens suddenly customers want us to take blood samples before
renting. On the other hand we get yelled at constantly for people who
have neither card or ID and can't understand how we just dont' "know
them" or will take a phone number. We get yelled at for refusing to
rent to kids who aren't on the account by parents. We get yelled at
for renting to kids who ARE on the account. Customers want it
whatever way is easiest for them RIGHT then. They dont' want to
follow the rules when they don't bother to bring ID or want to get
out
of the car with junior, but they won't face the consequences of the
policy either.
Pay the money. Teach your daughter a lesson about how companies have
rules and that sometimes parents get screwed over by kids because of
the rules. Blockbuster followed policy in scanning the card without
ID. Your child stole your ID. You admit the movies were really late.
Blockbuster policy does not take back movies over 37 days past due.
As I've said before in other complaint letters, managers are under an
insane amount of pressure to keep credits down. Therefore when the
store does NOTHING wrong and follows a policy stated in the
membership
agreement and on an endcap detailing the return policy on late
movies,
you are not going to get any sympathy. Sounds like both you AND your
kids should learn a lesson here on responsibility.
P.s. I'm curious how you missed you the phone calls and letters that
are sent about the overdue items as well. Or did you fail to keep
your info updated on your account?
Responsibility flies both ways
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by calm Posted Sun January 21, 2007 @ 10:57 AM
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What is Blockbuster's policy regarding checking ID? What is
Blockbuster's policy if someone steals your card?
Are you willing to let your daughter face the consequences of your
husband reporting that his card was stolen?
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by PaintedLady Posted Sat January 20, 2007 @ 6:23 PM
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You would be amazed at how many people rant and rave at video stores
for NOT allowing junior to use their account- now they get blasted for
doing so...can't win.
"Store policy seems to have gotten in the way of building customer
relations." - store policy is there to ensure that all customers are
treated the same, not to be disregarded by those who scream that their
situation is different so an exception should be made in their case.
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I don't think Blockbuster owes you anything -- your daughter should be
responsible for paying you that $70. I don't see Blockbuster's
renting of movies to your teenager is that egregious.
I rent movies regularly, and we take them back the next day. If we
don't, it doesn't get taken back for several days (I just hate errands
like that). Once, I held onto the movie for a day beyond the five-day
rental period, and got a polite phone call reminder. Doesn't
Blockbuster do the same thing?
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by Venice Posted Sat January 20, 2007 @ 3:57 AM
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How did your daughter get your card?
My husband has a Blockbuster card, and when my son wants something, he
asks for permission to use the card. If he took the card without
permission, that would be our responsibility, not Blockbuster's.
It's irresponsible of your daughter to leave movies in her room and
not return them. I wouldn't let her use my Blockbuster card even if
she did ask. I also think she should pay Blockbuster for the movies
so you are free to use your account.
If you don't mind explaining, I'm curious how you dealt with your
daughter, as a parent.
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by Peregrina Posted Fri January 19, 2007 @ 11:43 PM
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I would like you - a parent and adult - to take the following steps:
1. Assume responsibility. It was your daughter who rented the movies,
apparently without your knowledge. This is a great time for your
daughter (and her friends, as well as any other children you have) to
learn their actions have consequences.
2. Pay the charges on your account or even better, make your daughter
pay the charges.
3. Make some gesture to show you are an adult and parent, one that
Blockbuster will want to keep as a customer.
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