Blockbuster in Key West, FL takes advantage of customers as hurricane approaches

The Key West Blockbuster does take advantage of people and has
deceptive practices. They hide that they do not participate in
Blockbuster advertised practices regarding late fees and then charge
huge late fees. It appears that they are always prepared to mistreat
their patrons as well when asked about these charges. You are not
alone. I will never rent from Key West's Blockbuster again. People
that run a business like they do deserve to be exposed! Good for you
for fighting back.

I stay away from Blockbuster, been there, done that. I hope that
place goes bankrupt with their deceptive practices. Why don't you
help them by not renting there. There are so many options, netflix,
digital recording, on-demand, and renting through your tv service
provider (you'll save gas, time and aggravation by doing this).

Help my memory as I only lived in a hurricane area for 6 months in my
38 years on earth.


But I don't remember going to blockbuster to rent movies as part of
hurricane preparedness.

Not all Blockbusters have the "no late fee" policy, that is based
merely on whether it's a franchise or coorperate store. Blockbuster,
in fact, settled out a huge mulitmillion dollar lawsuit because of the
confusion on this matter.
Blockbuster should not have told you one thing and not honored it, and
if there was confusion with the box vs the receipt all you have to do
is show them both (it's easier if you take care of these things in
person) and they should have to fix that, it's their mistake.

i live in "Tornado Alley" so i don't know from hurricanes, but weren't
you scared about the approaching hurricane? I wouldn't have been able
to keep my mind on a movie. Secondly, i have had problems with
Blockbuster as well. There is that "no late fee" thing they have--or
had, but it is full of exceptions, too many "if this and but that"
that we joined Netflix. Movie rental places are becoming archaic.
Good luck with the apology. And i will be praying that there will be
no devastating hurricane. I know some people who were in New Orleans
and Mississippi right before Katrina hit and i cannot imagine the
terror, so God bless. One of the ladies i know from St. Jude's lived
in New Orleans, got out hours before the levy broke and her son was
diagnosed with cancer the same day. Scary, scary stuff.

I think your bigger complaint should be that they didn't tell you that
they don't charge late fees. The following are the program rules:

"Under the No Late Fees program, Blockbuster has eliminated late fees
but still has due dates -- one week for games and two days or one week
for movies. However, if customers need to keep the product an extra
day or two, they can, stress-free because Blockbuster now gives
customers an extra one-week goodwill period at no additional charge.
If customers choose to keep their rentals past by the end of the
seventh day after the due date per the posted rental terms,
Blockbuster converts the rental to a sale and charges customers for
the movie or game, minus the original rental fee. Then, if customers
later decide they don't want to own the movie or game, they can return
the product within 30 days, and Blockbuster will reverse the sale and
only charge a minimal restocking fee of $1.25. The restocking fee may
vary between corporate and franchise stores."

Perhaps I'm a bit behind the times since I don't rent anymore because
of Netflix but doesn't blockbuster have a "no more late fees" policy
where you have a week grace period? Then after that I believe that
charge your credit card for the movie. If you return it within 30 days
they charge a restocking fee. I was just wondering if blockbuster
still has this policy. Wouldn't there be a one week grace period for
the movies to be returned? Something's not right here...

Being a native Floridian I find it very strange that you prepared for
a hurricane by renting movies. Did it not occur to you that you might
not have power to watch them? Or are you one of the very lucky ones
who has a generator?

The letter seems very strange to me, as well as offensive to the
manager of the location.

This is the first time in 30 years that I have ever heard of someone
renting movies because a hurricane was coming. We store up food,
candles, lanterns, water. We make sure the pets and elderly are taken
care of. We cut down trees that might fall or break. We fill up our
gas tanks. We look for things to do that dont involve electricity. But
never have I thought to rent movies when a hurricane was coming.

The last time we had a near direct hit we were without power for 3
days.

Wow, you had power to watch movies? We didn't...for over 12 hours.

I would just like to know if a) it's possible the store manager's name
was ELLEN, and you were misunderstanding her, or b) if you are trying
to relieve some of your anger by insulting the store manager, whom you
know to be a man, by saying he sounds like a woman on the phone. I
really think you might have considered "A" as a possibility before
writing your letter. If it's "B", I invite you to come to the
realization that this angry and abrasive tactic is not going to get
you the professional response you are looking for, and is likely to
get your letter ignored.

I'm also wondering what the other side of this story that Allen/Ellen
says you weren't willing to listen to was. Is it possible, as early
as you drove by, that the employees hadn't arrived to take the boards
down yet, but that they were taken down that morning, and so
Blockbuster expected their video back on time?

What happened when you went back to the location and explained what
happened?? Did you talk to the store manager? This happened to me
during a snow/ice storm last year and the charge was removed. Next
time get the person that tells you something name.

It would be best if you go back to the location that you rented the
movies from and talk to the manager there, face to face, and remember,
be nice and don't get upset, just explain everything.

I don't know if you will get the apology from Allen, but if it makes
you feel better, I'm sorry you had alot of trouble and your business
is truly appreciated.